Austin Infiniti

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Austin Infiniti Warranty Issues That Are NOT HONORED
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AUSTIN, TEXAS -- Austin Infiniti
8140 Burnet Road
Austin, Texas 78757

BEWARE. I purchased my Infiniti from a Dealer outside of Texas. I had only been to Austin Infiniti one time to have work done on my vehicle, but maintained the vehicle impeccably – just not at Austin Infiniti. I received a letter from Kevin Martin the Vice President of Total Customer Satisfaction via Infiniti National Consumer Affairs Department stating that they had become aware of a cosmetic issue with the dash material on vehicles like mine. For this reason, Infiniti extended my vehicles Limited Warranty to 96 months and unlimited mileage. Several weeks after receiving the letter, my car started to have issues with the dash that was described in the letter that I had received from Infiniti National Consumer Affairs Department. I called Austin Infiniti to schedule an appointment with the Service Department to have the issue corrected, giving them two week notice so that they could make sure they had the parts for my vehicle. After leaving my car with Austin Infiniti’s Service Consultant Steve Donovan, I was told my car would be ready that day.

Later that afternoon, I received a call from Steve Donovan saying that my car was not ready, and that they were not going to fix the warranty issue. When explained why by Steve Donovan, I was told that because I had not been bringing my vehicle to Austin Infiniti for maintenance they would not fix my warranty issue. I asked to speak with the General Manager of Austin Infiniti, Allen 'Big Al' Clauss, and he said that they are a private Infiniti Dealer and that they could refuse service to anyone they choose. After picking up my vehicle, I contacted Infiniti National Consumer Affairs Department, to see if they could help me out. I spoke with Emalea Reid, Regional Consumer Specialist for Infiniti North America, and after her research she stated that I would have to take my vehicle to another Infiniti Dealer. The closes Infiniti Dealer is over 80 miles away, and who is to say that they will not refuse the vehicle warranty work as well. When I asked Emalea Reid if I could speak with her supervisor, she refused to tell me how to reach that person or even tell me their name.

In short, it is very very confusing as to why Austin Infiniti could refuse to fix a warranty item that I was instructed by Infinity National Consumer Affairs Department to have fixed at their location. PLEASE BEWARE OF AUSTIN INFINITI’S PRACTICES REGARDING HONORING WARRANTY WORK ON ANY INFINITI VEHICLE.
     
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User Replies:

Anonymous on 2010-08-17:
Why is it that these people always want to speak to a "supervisor" The supervisor is not going to be able to do anything else other than what the CS rep already said. Its pretty frustrating that this "private" dealer wouldn't help you.
Anonymous on 2010-08-17:
I have never heard of this happening before. We have taken our vehicles to dealerships for Warranty Work, having never been to them before for maintenance. They happily fixed the issue. They do get reimbursed for this work. Besides, if they treat you well, you may just come back to buy your next car from them.

I would have also asked for a supervisor/manager. Many times they have more authority and can help you more than the csr answering the phone. I always do that when I am getting nowhere and have had much success. I do hope you get this resolved to your satisfaction.
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