Further to my letter of June 4 (copy enclosed for your convenient reference) I am writing to express my further frustration at the lack of customer service and professionalism at PePe Infinity of White Plains during our return visit on Saturday June 7.
After finally speaking to Marcy at PePe Infiniti on Thursday June 5, who apparently replaced Sandra Longo's position, I was able get closer to a resolution with regard to my registration. Marcy had my file and was expediting all the paperwork needed to get my registration to the dealership by Saturday June 7. I was told that I could either stop by on Saturday or have them send it via over night courier to me. We agreed that I would come in and pick it up first thing Saturday morning since I had not been able to drive my car since May 29 when the temporary registration expired.
My fianc and I arrived at PePe Infiniti at 11:30 A.M. On Saturday June 7 and were greeted by Nerius Aiduk the sales person who sold us the car. He walked over to us and asked laughingly "are you still mad?" I was enraged by his continued cavalier attitude but remained poised and calm. He then went on to tell us that the reason we did not have our registration was because the car was registered in my name but insured under my fiancs name. I tried to explain that we also own another vehicle that is set up the exact same way and we have never had an issue. To my surprise Nerius then instructed my fianc to call our insurance company and ask them to fax over the paperwork. He was never offered an office or even a seat to make the phone call which quite frankly in all of our past automobile purchases, has always been handled by the dealership he had to call the insurance company from the busy front lobby of PePe Infiniti. Due to the noise level in the lobby he could not hear the woman from the insurance company and had to stand outside on the curb in 100 degree weather.
When my fianc, Brian, returned to the lobby still on the phone with the insurance company, he asked for the fax number so the paperwork could be sent over, Nerius handed him a business card with the fax number
914-428-0200, when Brian recited the number to the insurance company, Nerius interjected and said, "oh no, that number is not in service." We were then given another number to use. While we waited for the insurance company to fax the information, the sales manager, Michael Fell, approached me. He apologized for the fiasco, and offered me a set of all-weather mats for my new car. This was tantamount to an insult given the level of aggravation and blatant lack of professionalism we have endured.
Now, after wasting over an hour of my Saturday morning standing in the hallway of PePe Infiniti the only solution that was reached was an extension of our temporary registration to Thursday June 12 when I was promised yet again to have my permanent registration. This is totally unacceptable. It is beyond my understanding that PePe would tolerate such disregard for its customers. We have purchased and dealt with many other dealerships in the past for both economic purchases (Kia) and luxury purchases (Lexus) and this has been the single-most unprofessional, disorganized and discourteous experience we have ever endured. I have wasted precious weekend time trying to finalize what should have been a simple transaction, my fianc is a union carpenter in New York City, and had to turn down an entire day of overtime to deal with this issue. The fact that this car has cost us infinitely more than we had planned to invest while still not being resolved is simply ludicrous.
By copy of this letter, I shall be notifying the Attorney General's Office of the State of New York and the Better Business Bureau in an effort to bring this matter to a quick and satisfactory resolution if I have not heard from PePe by close of business on Tuesday June 10. I am outraged that I have had to waste my time and further to have to write a second letter in an attempt to get what is rightfully owed me.
I look forward to hearing from you very soon.
Taryn xxxxx
Mahopac, New York
U.S.A.
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