Dear Sir or Madam:
I am writing to report my concern over the unprofessionalism and stalling tactics by the Kearny Mesa Infiniti (San Diego, CA) dealership since my purchase of a 2008 G35 Sedan on 12/31/2007 that have caused me to lose faith in the Infiniti brand name. Contrary to their web advertisements (www.kearnymesainfiniti.com) for “Flawless Vehicle Delivery,” my brand new car was presented to me after auto detailing with a dent on the left fender. On hindsight I have reason to suspect that the sales consultant (Matt Jones) may have known about this dent, since he kept trying to avoid the delivery of the actual vehicle to me until negotiations were over and only after contracts were signed. We were made aware of the dent only as the car was being pulled up after detailing.
I had asked Mr. Jones for another vehicle with similar specifications on 12/31/2007 upon disclosure of the dent, but he stated that there was none in his current inventory. Mr. Jones and Mr. Bridges (Manager) then promised that the dent would be easily repaired after New Year’s Day. Mr. Jones also disclosed that the service manager, Dave Iverson, was aware of the dent. Since this is the case where all of them knowingly sold me a new car with a defect, then fraud has obviously been committed on their part and is within reason to negate the sales contract between myself and the dealership. On good faith, however, I made the error of driving the car off the lot, since the Kearny Mesa staff assured me that they can send a mobile repair (DentPro) out to my home to fix the dent on 1/2/2008.
As detailed in a 1/2/2008 letter, the dent on the left fender was poorly repaired and in the process I incurred additional problems: scratches and uneven spacing between the right and left side of the fender/hood. For the past several days I have experienced the worse customer service imaginable, with avoidance by the staff of my phone calls, denial of responsibility, and outright fraudulent claims by the Kearny Mesa General Manager (Mr. Newendyke) that I had been offered another vehicle on 12/31/2007 but had refused it.
I tried to contact the General Manager (Mr. Newendyke) on a daily basis and was told the following: on Wed, 1/2/2008 he was in meetings; on Thursday, 1/3/2008 he was out of the office; on Friday, 1/4/2008 he was in another meeting. Mr. Jones stated that “it was out of their hands.” I finally made contact with Mr. Newendyke on Saturday, 1/5/2008 reiterating my request on my 1/2/2008 email to him for a swap with another vehicle. He stated fraudulently that I had refused this option and that under California law, there was nothing he can do for me since the car was technically driven off the lot.
This kind of service is not what one expects from Nissan, let alone its luxury division. The experience has left me feeling cheated with a bad taste in my mouth. I believe that Infiniti inherently makes exceptionally good cars, but I should not spend my weekends in a repair shop after purchase of a brand new car. I am contacting the Better Business Bureau and alert you to the unprofessional customer service by the Kearny Mesa dealership based in San Diego, CA and to be aware of this fraudulent activity and problem that existed with this dealership.
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