Took my vehicle in to be serviced under warranty. As, is their policy, my vehicle was inspected for any previous damages; after a careful inspection, there were no problems noted. Anyway, when I got the vehicle back, there was a scratch on the drivers door and scratches and a crack in the bumper. Brought it to the attention of the service manager, Tom Grimont. He came out to inspect the vehicle and upon inspection waved his hand in a dismissive manner and then informed me that he would not fix the bumper but he would be willing to fix the door. We informed him that this was unacceptable since we dropped the vehicle off without these damages. He then told us, There is touch up paint on the bumper and this crack is from a plate screw. I inquired as to where the touch up paint came from since this vehicle came in without any damages which were confirmed by the service inspector. He then raised his voice and insisted that he was not fixing any damages to the bumper and waved his hand as he began to walk away. My fianc stated that the service department was responsible for fixing the bumper along with the door. Mr. Grimont then turned to my fianc and proceeded to argue with him. I was appalled and embarrassed because this took place in the service departments parking lot in front of various customers who just stared. I asked Mr. Grimont if he thought we were trying to get over by pointing out these issues at which time he looked at me and smirked and then continued to argue with my fianc. I stepped between him and my fianc trying to be the voice of reason. I asked Mr. Grimont why he was talking to us in such a manner when we have been nothing but respectful to him. He then dismissed what I said and stated that he is not fixing anything but the door. I asked Mr. Grimont if he was sure that the crack was from a plate screw and asked him to please follow me to the back of my vehicle. With an elevated voice and an annoyed tone, he responded, I am sure that is from a plate screw. When I further questioned him as to his accuracy, asking if it is from a plate screw would there not be a second screw indentation since plates are screwed on with two screws. While rubbing my hand over the bumper to note that there was no indication that this was caused by a plate screw; he then stated that, It looks like it is from a plate screw. At which time I responded, Therefore, you are not sure that this is from a plate screw? We explained to him that it looks as if my vehicle was backed into something and there was a poor attempt to fix it with the same touch up paint that he referred to. At that time, with a loud voice Mr. Grimonts replied, I dont care what you say; I am not fixing the bumper. He then added, I dont know anyone who checks their entire vehicle, especially that part of a bumper. I informed him that we do since we take pride in everything we own, especially our vehicles. I then realized that we were not going to have anything resolved at this point and asked for the contact information for corporate headquarters. Mr. Grimont then replied, I dont care what you do. Then as I walked to the service department for a pen and paper, Mr. Grimont walked behind me mumbling something under his breath. To which my fianc responded by saying, Excuse me. At that point, Mr. Grimont continued walking. I asked my fianc what was said and he told me that he did not want to upset me anymore. I am under the impression that whatever was said was not pleasant. I was extremely embarrassed and shaken up to near tears because of the way he treated us. I left the dealership feeling humiliated. I have never felt so insulted in my life. Perhaps Mr. Grimont is not aware of Legacy Infinitis mission statement: It is our stated policy to treat every visitor to our dealership as an honored guest in our home. Every day, every time, without fail, no exceptions. Please note that I had an appointment to trade in my vehicle that day to upgrade to a 2010 model. What would have been a simple repair which might have cost Legacy Infiniti almost nothing caused them to suffer the loss of a potential $62,000.00 purchase.
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