Back in October of my wife and I leased an Infiniti QX4 from Ramsey Infiniti, in Upper Saddle River NJ. Our salesman, John Isler, was a pleasure to do business with. I anticipated that continuing the relationship from a service perspective would be as much of a pleasure. I was sorely mistaken.
On May 20, I scheduled my vehicle for its 7500-mile service. I spoke to Joy in the Service Dept. Of Ramsey Infiniti, who again, was polite, courteous, and helpful. She scheduled me to drop off my vehicle on Thursday, May 23rd at 0730. On Wednesday, May 22nd, Joy called me to advise me that my appointment needed to be rescheduled, due to lack of loaner vehicles.
I stated that I would be unable to do so since I had made prior arrangements with my company to assure appropriate coverage of my facilities. After a brief conversation, she advised that I would be able to keep my scheduled appointment. Again, she was very pleasant to deal with.
I brought my vehicle in as scheduled, on May 23rd. After inquiring on as to the cost of the service, I was told that it would be $147.00 plus tax. I advised that I also wanted to have the front passenger side window looked at, due to the fact it would rattle loudly when it was down. This was documented on the work order. I then departed.
When I returned that evening to pick-up my vehicle, I immediately noticed that it was still dirty. When I went to the service desk to pay, and return my loaner, I was greeted by a salesman, who's name I cannot recall. I stated that my car had not been cleaned. I pointed out that this was part of the service plan. He was extremely apologetic, and advised that although the Service Manager has gone for the day; he would have me speak to the Sales Manager, Kevin. Kevin came to the service desk, and I explained that the vehicle had not been cleaned. Also, at this time, I noticed that the bill was priced $153.00, plus tax, plus parts. My grand total was $181.00. Kevin advised that due to the restrictions on water, no vehicles could be cleaned. He also stated that there was a sign posted in the Service Dept. Stating that vehicle washing would not be taking place.
After inspection, I did find a note, on half a piece of paper, taped to the wall stating this. I apologized for not taking the time to read the entire array of notes placed on the walls, since there were many. I inquired as to why we would not be told of this when the vehicles were brought in. Kevin stated that was not their responsibility. I asked why they were able to wash new cars, but not cars for existing customers. He stated that they were required by law to do so. I advised, due to the fact I was once involved in law enforcement, that no such law existed. John then stated, I am not dealing with you, and advised me to take the Service Managers card. He turned and walked away, leaving me standing there with the salesman that originally assisted me.
After returning to my vehicle, I began to compare what service should have been done, according to the service book, to what was actually done. First and foremost, the window still rattles just as it did when I brought it in. This was never addressed. The tires were never rotated. There was a scuff on the right front tire that I noticed that morning, that was still there when I picked up the vehicle. The power antenna was never cleaned, or lubed. It still had the same dirt and grease on it that my wife pointed out a week earlier. After discovering this, am I to assume that everything else was done?
I, personally, am involved in an occupation where customer service is of the utmost importance. I understand the value of my customer base, and regardless of the circumstances, treat all of my customers with courtesy, respect, and professionalism. I believe I was treated rudely, unprofessionally, and fraudulently.
Matthew
Fair Lawn, New Jersey
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