Complain about a product or service

Crossroads Infiniti

Raleigh, NC

Deborah of Rocky Mount, NC November 8, 2009

I am the owner of a 2000 I 30t Infiniti. Around August 25th, I visited the Service Department at CrossRoads Infiniti in Raleigh. I made a purchase of a cover for my side mirror. I scheduled an appointment for September 25th to have my car detailed at the rate of $ 150.00, I was told that I could have a loaner car because they needed to have my car for an entire day to do the detail cleaning. I pointed out several areas inside and outside that needed special attention and according to Mr. Kenny J., the supervisor in that area it would not be a problem for them to clean the carpet and get some white paint off the side and on the right mirror.

I was told my car would look brand new, once the Detail Shop had finished. I was told that all used cars go through the shop when they come in as trade-ins. It was said to me the car would be waxed, buffed, and steam cleaned. I got too close to my garage door and that is what caused the paint to get on the side of the car and mirror. I called Mr. J. on September 23rd, to advise him that I had an appointment in Raleigh on Thursday September 24th,and that I needed to bring my car in on Thursday opposed to Friday morning. Mr. J. advised me that would be fine to bring my car in and he recommended that I come around 3:00 PM or later.

I arrived to CrossRoads around 2:00 PM on Thursday September 24th. I spoke to Mr. J., I had received a $ 50.00 coupon on labor and I inquired about getting a discount on the job and he said he would check to see if the Detail job would qualify me to use the coupon. I left the coupon with Mr. J., my car was checked in and I was given a white 2007 M 35 to drive overnight. My husband and I returned to CrossRoads Infiniti Friday September, 25th around 2:00 PM. As we were driving up, we witnessed our car leaving out of the detail area and going around to the side. We assumed that our car was ready and that perhaps they had just finished the car. As we parked the M35 under the shelter, and went in to the service area we was told by Mr. J. that it would take about 45 minutes - 1 hour on our car, they had not completed the work.

We fell in love with the M 35, Mr. J. wanted me to take the time to meet with one of the sales consultants while we waited. We were introduced to Mr. Luby B.. My husband is a baptist pastor and one of the members of our church family was expecting us at UNC Chapel Hill Hospital by 3:00 PM to pray. He knew that we needed to move on so that we would not get stuck in rush hour traffic. So I was the one who took the time to consult more in detail with with Mr. B., since the new car would be for me. After having spent approximately an hour with the rep, we were told the car was ready. I went to the Cashier to pay my bill and she handed me the invoice and said, I did not owe anything and I told her, "yes I do owe you something, I know that I had a coupon but that would have only been worth $ 50.00." She looked again, and said owe yeah, you do owe us something. She said, I owed her $150.00. I did not argue the point about the coupon because we really needed to go.

When we got outside, we were very disappointed in the service. There was still the white paint that they said would come off, it was still on the car along with a couple other dirty spots on the outside. The young man said he would take it back and work on it again, he did for about 10 minutes and it came back looking the same. He told us he could not get the paint and some other smudges off. I asked to speak, when Mr. J. arrive, I shared my disappointment and reminded him of what he had shared with me regarding expected service. He had the young man to take the car back to the Detail shop for a second time and this time, when the car returned the white paint was removed from the side door area. We were relieved that the paint had come off and he alleged that the spots on the carpet could not be steamed cleaned, he said they were permanent.

By this time it is around 4:30. We were pleased that the paint had come off the door and we assumed that everything else had been taken care of regarding the detail work. As we pulled onto Capital Blvd. in the rush hour traffic, I noticed that my dash board looked sploshed up and at first, glimpse I thought that the young man had sprayed a solution on and did not bother to wipe it clean. As I touched the dash, I could tell that certain portion of my dash was sticky to touch and that my finger nail could easily go through portions of the dash. I could tell that scratches had already been put on the dash, by the gentleman that was assigned to clean my car.

By the time we had turned around to get into the South Bound lane to head towards Chapel Hill, I knew the young man had brough great harm to my automobile by using a chemical that was too strong. Due to the lateness of the hour, we needed to keep on traveling to Chapel Hill. My husband was upset because, he had wanted someone local in Rocky Mount to do the detail job and I insisted on taking the car to Raleigh to the Infiniti dealer. We had just recently had the car appraised and my insurance compnay had just inspected the car in mid- September and only reported the white paint on the right door area and right side mirror and the missing left mirror cover. I had hopes of getting the car show-room ready detailed and selling it on my own and then buying at least a 2007 model M35.

I called Mr. B. on Monday, 28th to tell him what had happended, he had witnessed the number of times we sent the car back in to the detail shop on September 25th. I spoke to Mr. J. by phone and advised him of my concerns and wet mats had been placed in the trunk but they were not cleaned, paint on my right mirror cover, inside of car not properly cleaned, steering wheel still had make-up and other areas had not been touched. I also shared with him the damage to my dash board area. I told him that we come to Raleigh about once a month and it would probably be around the 24th or 25th of October I returned to Raleigh. He said that would be fine. I primarily wanted to make sure the incident was documented.

I called Mr. J., and Mr. B., Wednesday Oct. 28th to advise them that we would be passing through Raleigh on Thursday around 12noon and would be back through on Friday around 2:00 PM. I shared with Mr. J. that time was of essence for us and if he felt that it would take a while, that we would need to have a loaner car on Thursday or Friday. He stated that it would not be possible to get a loaner car, since, I have had one for detail work recently. He felt the work would take about 30 minutes to correct.

I stopped through Friday evening October 30th, and allowed Mr. J., Mr. B.and the Service Manager, Mr. Mark F. to take a look at our car. They were puzzled and at a loss as to what chemical could have gone on the car to cause the damage to the dash board. I showed them other areas of the interior that was never touched by the detail person, that was dirty and you could tell had not been touched. They knew that it would take over 30 minutes to correct the repairs and they wanted the supervisor in the detail area to take a look at the car before they made a decision. The supervisor was not at work.

I shared with them that I would be back in Raleigh, for an appointment November 6th. They assured me they could have the job complete in 30 minutes and they would check into the problems with my dash board. I wanted an estimate of what it would cost to replace the damaged areas in the dash and the estimate was over $ 500.00 from your Parts Department. We also obtained another estimate October 27th from the person that had given us an appraisal just the week prior to having my car detailed and he estimated the repairs to run over $ 700.00 including parts and labor.

I returned to the CrossRoads Infiniti Friday November 6th, Mr. J. had the supervisor to look at the groos negligence in cleaning of my car and the dash area. They said it would take about 45 minutes to clean the areas, after my car was with them for little over an hour, Mr. J. avised me that my car was ready and they didn't have a clue what chemical could have damaged my dash. I asked to speak to the Service Manager, Mr. F., said that he did not know what could have happened to my dash and did not feel that they were responsible. They contribute it to a break down with age. I disagree, totally because the young man would have brought it to our attention when he was cleaning the car, that their was prior damages. I did share with Mr. F. that the Cashier originally had alleged that I did not owe any money.

Mr. J. on Friday October 30th said to us that he would return our $ 150.00 for the Detail job. The cashier didn't want to accept money for the detail job, Mr. Jones wanted to return our money. CrossRoads Infiniti is not willing to take on responsibility that they are liable for damage to our car that we have well documented were not their prior to my dropping my car off on September 24, 2009.

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