I don't have the luxury of work space nor the right tools to do DIY maintenance. That plus the fact that I have a fast paced and time demanding job; so I always have my car maintained at Infiniti dealerships. Yes, the Infiniti dealerships (now be kind guys, I know lots of you prefers DIYs or are working with a regular and trusted mechanic). I guess in part of being a little OCD, I just don't trust having a Jiffy Lube or Wal-Mart Automotive mechanic laying their hands on my car.
While I was in NY, Legacy Infiniti does all my regular maintenance checks. While the sales team at Legacy Infiniti had a bad rep, their service team is top notch and I never have had any problems with them – ever! From the Service Managers, the counter persons to their shop's technical team, IMHO, I think they did a pretty good job.
Enter West Houston Infiniti...
After moving and settling down in Houston back in July this year, I quickly tied up with the West Houston Infiniti. The West Houston Infiniti is a proud bearer of the title being the first Infiniti dealership in NA. If anything, they should be the experts when it comes to Infiniti cars or are they? And so the horror story begins.
Strike no. 1
Sometime in July, I brought my car in for a routine oil and filter change. After driving around a few hours, I noticed a vibration - more of a rattle somewhere in the engine compartment. When I pop the hood, I saw what the problem was. The middle bolt that holds the skid pad to the left side fender liner was not fastened properly and the skid pad with the unfastened bolt was constantly banging against the fender liner mounts causing it to rattle. I had to skip work to bring it back to the dealer. No apologies extended, it seems as if it was just a normal thing for a customer to drive 16miles to correct a sloppy job.
I was more irritated than upset. Being in the service industry all my life, I have a higher tolerance level for people's mistakes outside my own organization. Things happen and so far, my past experience with Legacy Infiniti has always been impeccable in terms of reliability.
Strike no. 2
In September, I brought my car in for 36K miles maintenance. I skipped some of the recommended service since my BC CO suspension is still under a year, fairly new exhaust system, new performance rotors & brake components and new tires. I just did the oil and filter change, transmission fluid flush, in cabin filter change and had them clean my K&N cone air filter. A couple of days later, I detailed my car and noticed the Stillen CAI housing was hanging low and loose, a bolt that holds the mountings on the driver's side headlight was broken. On close inspection, I noticed three plastic top cover mounting screws had at least 2 leg tabs broken that I am able to easily remove them with my bare fingers! Seriously? After the first mess up they followed it up with a 2nd f$cked up? I promptly mentioned this on the online service survey Infiniti sent me. The following day, I received a call from their manager. I brought my car back in and he personally replaced the broken plastic mounting screws and was very apologetic. As for that headlight mounting bolt that was broken – he explained that none of the service performed required them to touch it. He attributes it to the headlight tinting mod which I may have not taken notice of the damage prior. I took it with a grain of salt and gave it the benefit of the doubt.
Again, how could somebody break an inexpensive plastic molding screw that cost virtually nothing more than a dollar and change and never replace it or pretend the damage never happened? If anyting, he could have replace it and place the bill on the tab. I drive for work round trip about 60mi per day oblivious that I was driving around with a loose part in the engine bay compartment. These clowns are going to cause me an accident!
Strike no. 3
A couple of days ago, I brought my car again for oil and filter change. I was an hour early to my appointment. The Service Manager gave me a big welcome and nevertheless rolled my car in the shop promptly. We had a little chat and I was then ushered to the waiting lounge. Their GM came to personally see me at the waiting lounge. Explained what work was done and told me I am due for a rear brake pads change soon and my front passenger side tire had a nail. I politely declined to have them correct these issues as I intend to use performance pads and take care of the tire issue with the local Discount Tire shop. I was escorted to my waiting car and lo and behold the valet was detail hand drying my newly washed car. He asked my permission to do the other side. After the two mess up, I was impressed with the extra attention!
While driving home, I hear a little rattle in my car which I dismissed as the air freshener can that was rolling on the passenger floor. Upon reaching home, I realized the mechanic forgot to replace one of my tire stem cap. It was one of those with the Infiniti emblem on it and you have to buy them as a set. Crap! Well after the feel good experience, I can live with the little hiccup. Just a quick call to have them retrieve the cap. They found it and the service manager offered to mail it so I don't have to drive down.
OK, so I pop the hood and was furius to note that the middle fender liner screw housing tab that holds the skid plate was completely broken. Upset is an understatement. I went to see their GM today and initially he explained the damage was probably wear and tear. I can barely talk in anger. After much discussion and pointing out that the first issue where the bolt was not fastened right was on the exact same place.
Yet again, how could someone break something and pretend it never happened? If it was pre-existing, how did I not notice the rattle prior to the oil change? And why not alert me there was a pre existing damage? The manager finally agrees to order the part and replace it at no cost.
I wonder how many other people out there who regularly service their vehicle at West Houston Infiniti are driving around with some sort of incompetent mechanic caused damage under their hood?
While I was in NY, Legacy Infiniti does all my regular maintenance checks. While the sales team at Legacy Infiniti had a bad rep, their service team is top notch and I never have had any problems with them – ever! From the Service Managers, the counter persons to their shop's technical team, IMHO, I think they did a pretty good job.
Enter West Houston Infiniti...
After moving and settling down in Houston back in July this year, I quickly tied up with the West Houston Infiniti. The West Houston Infiniti is a proud bearer of the title being the first Infiniti dealership in NA. If anything, they should be the experts when it comes to Infiniti cars or are they? And so the horror story begins.
Strike no. 1
Sometime in July, I brought my car in for a routine oil and filter change. After driving around a few hours, I noticed a vibration - more of a rattle somewhere in the engine compartment. When I pop the hood, I saw what the problem was. The middle bolt that holds the skid pad to the left side fender liner was not fastened properly and the skid pad with the unfastened bolt was constantly banging against the fender liner mounts causing it to rattle. I had to skip work to bring it back to the dealer. No apologies extended, it seems as if it was just a normal thing for a customer to drive 16miles to correct a sloppy job.
I was more irritated than upset. Being in the service industry all my life, I have a higher tolerance level for people's mistakes outside my own organization. Things happen and so far, my past experience with Legacy Infiniti has always been impeccable in terms of reliability.
Strike no. 2
In September, I brought my car in for 36K miles maintenance. I skipped some of the recommended service since my BC CO suspension is still under a year, fairly new exhaust system, new performance rotors & brake components and new tires. I just did the oil and filter change, transmission fluid flush, in cabin filter change and had them clean my K&N cone air filter. A couple of days later, I detailed my car and noticed the Stillen CAI housing was hanging low and loose, a bolt that holds the mountings on the driver's side headlight was broken. On close inspection, I noticed three plastic top cover mounting screws had at least 2 leg tabs broken that I am able to easily remove them with my bare fingers! Seriously? After the first mess up they followed it up with a 2nd f$cked up? I promptly mentioned this on the online service survey Infiniti sent me. The following day, I received a call from their manager. I brought my car back in and he personally replaced the broken plastic mounting screws and was very apologetic. As for that headlight mounting bolt that was broken – he explained that none of the service performed required them to touch it. He attributes it to the headlight tinting mod which I may have not taken notice of the damage prior. I took it with a grain of salt and gave it the benefit of the doubt.
Again, how could somebody break an inexpensive plastic molding screw that cost virtually nothing more than a dollar and change and never replace it or pretend the damage never happened? If anyting, he could have replace it and place the bill on the tab. I drive for work round trip about 60mi per day oblivious that I was driving around with a loose part in the engine bay compartment. These clowns are going to cause me an accident!
Strike no. 3
A couple of days ago, I brought my car again for oil and filter change. I was an hour early to my appointment. The Service Manager gave me a big welcome and nevertheless rolled my car in the shop promptly. We had a little chat and I was then ushered to the waiting lounge. Their GM came to personally see me at the waiting lounge. Explained what work was done and told me I am due for a rear brake pads change soon and my front passenger side tire had a nail. I politely declined to have them correct these issues as I intend to use performance pads and take care of the tire issue with the local Discount Tire shop. I was escorted to my waiting car and lo and behold the valet was detail hand drying my newly washed car. He asked my permission to do the other side. After the two mess up, I was impressed with the extra attention!
While driving home, I hear a little rattle in my car which I dismissed as the air freshener can that was rolling on the passenger floor. Upon reaching home, I realized the mechanic forgot to replace one of my tire stem cap. It was one of those with the Infiniti emblem on it and you have to buy them as a set. Crap! Well after the feel good experience, I can live with the little hiccup. Just a quick call to have them retrieve the cap. They found it and the service manager offered to mail it so I don't have to drive down.
OK, so I pop the hood and was furius to note that the middle fender liner screw housing tab that holds the skid plate was completely broken. Upset is an understatement. I went to see their GM today and initially he explained the damage was probably wear and tear. I can barely talk in anger. After much discussion and pointing out that the first issue where the bolt was not fastened right was on the exact same place.
Yet again, how could someone break something and pretend it never happened? If it was pre-existing, how did I not notice the rattle prior to the oil change? And why not alert me there was a pre existing damage? The manager finally agrees to order the part and replace it at no cost.
I wonder how many other people out there who regularly service their vehicle at West Houston Infiniti are driving around with some sort of incompetent mechanic caused damage under their hood?
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