Infiniti Of Greenwich Complaint - Misleading and Deceptive Advertising by INFINITI of Greenwich with No Accountability

Review by JoJoCamel on 2009-08-12
Resolution Update on 03/07/2011:
The dealer came through, providing a nice set of wheels as requested. Case closed!
GREENWICH -- On June 24, 2009 I purchased a used LEXUS RX-330 (VIN JTJHA31U940029731) from INFINITI of Greenwich. The vehicle was advertised as having "untainted chrome wheels." The definition of the word "untainted" includes: "free from blemishes," "free from physical spots or stains," "untarnished," "unmarred," etc. The ad read verbatim, "This beautiful '04 RX330 in the baby blue color with untainted chrome wheels is in great shape with fairly low mileage."

Here is a link to a copy of the original ad:

Before I took possession of my RX-330 it was detailed by INFINITI of Greenwich. On the day I picked it up there was evidence of chrome peeling from all four wheels and significant pitting. I can only assume that detailing brought about (revealed) this condition. I phoned my salesman, (Joe Napolitano), to bring the problem to his attention. I subsequently documented this in photos and sent an email Joe to Napolitano advising him of the problem and provided a link to the photos.

Here is a link to said photos:

On July 2nd I spoke with my salesman Joe Napolitano in an effort to have the problem resolved; (I was at the dealership for service). I had Joe inspect the wheels and he returned surprised, stating that the wheels didn't appear to be in that condition when we first looked at the car. I told Joe that I wanted the wheels replaced. I also told him that I did not need chrome wheels, (nor new wheels), and that a used set of appropriate wheels for my vehicle would suffice. I followed with an email stating same. I provided a link to photos of the peeling, pitted rims. Joe Napolitano did not respond to my email by return email or phone.
My wife and I went on vacation.

On 7-29-09 at 2:34pm (after returning from vacation) I called and made a firm statement to Joe Napolitano. I reminded him the wheels were advertised as untainted and stated, "there's no way around it; they must be replaced." His response at 2:37pm verbatim, "I agree - we'll definitely take care of it."

On 8-4-09 Joe Napolitano wrote, "The rims did not show any significant issues at the time of pick up by you or me and was not addressed until after the sale and your Blazer traded in." He followed with, "Please let me know your thoughts."

I responded with an email spelling out why his response was unacceptable.

Joe Napolitano never responded to said email.

I filed a claim with the Better Business Bureau on August 12th. On September 10th the Better Business Bureau wrote, "BBB contacted the above referenced company on multiple occasions regarding your complaint. To date, we have not received a reply; therefore, BBB is obligated to close your complaint as a "no response," which will be reported to the public for the next three years."

I phoned a Melissa at Infiniti Consumer Affairs hoping "corporate" might contact the dealer in an effort to help. Melissa was very kind but explained that as each dealership is independently owned that they, (Infiniti Consumer Affairs) could not force the dealer to resolve my problem. She did look at my photos and stated (regarding the wheels), "They certainly look tainted." Melissa told me on September 4th that she'd contacted Infiniti of Greenwich on more than one occasion regarding my problem yet had never received a response.

My lawyer sent two demand letters. INFINITI of Greenwich never responded.

I'm far from "throwing in the towel." In fact, I'm just getting started with these creeps.
Comments:11 Replies - Latest reply on 2011-03-07
Posted by MSCANTBEWRONG on 2009-08-12:
Did you see these issues prior to driving it off the lot?
Posted by JoJoCamel on 2009-08-12:
Negative, my friend. I didn't inspect the wheels closely when I first viewed the vehicle. I felt no need to do so as the ad clearly stated, "untainted chrome wheels." It wasn't until after the dealer detailed the vehicle (prior to pickup) that I realized the problem. Photos here: click on any of the photos for enlargements - scroll through them from the top of any enlargement - Best, Joe
Posted by MSCANTBEWRONG on 2009-08-12:
Dang JoJo...that's bad...did you bring it to the attention of anyone at the dealership prior to driving it off the lot? With damage that bad, I would seriously consider a law suit. I'm not sue happy, but that's really bad...and not inexpensive to replace. Good luck to you!
Posted by JoJoCamel on 2009-08-12:
I did not. I was excited about picking it up. It wasn't until I got home that I looked it over from top to bottom. Thanks for your kind words. If they don't come through I will most certainly file a small claims lawsuit - and I'll post the outcome on this wonderful site. Best to you, MSCANTBEWRONG! Joe
Posted by MSCANTBEWRONG on 2009-08-12:
Best of luck to you and keep us posted.
Posted by Anonymous on 2009-08-12:
Jojo, that is sleezy on the dealer's part. I can't believe that a Lexus would have such cheap rims to have chrome peeling off of them. It makes me wonder if the original rims were replaced with a cheap imitation by the original owner (accident maybe). The car is only five years old and it would seem Lexus would use a better quality rim to begin with. Thanks for the post and I wish you luck.
Posted by MSCANTBEWRONG on 2009-08-12:
I thought that too kia...
Posted by Anonymous on 2009-08-13:
Just a suggestion. Search the internet to see if there may be a TSB (Technical Service Bulletin) concerning the RX-330 chrome wheels.
If have seen other makes and models with TSBs concerning what to use and not to use for the cleaning of chrome wheels.
If the dealership used the wrong cleaning solution, they should replace them.

Also, congrates on your new (to you) car. I hope you enjoy the ride anyway.
Posted by JoJoCamel on 2009-08-13:
You're a smart guy, Rob. There's much written about Lexus rims (with the same problem) on the Internet, and although I could not find a TSB, it looks as though many have had rims with the same problem replaced under warranty. Unfortunately I'm out of the Lexus warranty period. It may have been a cleaning solution or simply a high-pressure wash that revealed their true condition - not sure. But I appreciate your insight, suggestion and kind words immensely, Rob. Best, Joe
Posted by JoJoCamel on 2009-08-13:
Dear knowitall2:
I think sleezy fits the INFINITI dealer for engaging in False Advertising. But the rims are definitely Lexus. Rob's thoughtful suggestion to check the Internet for TSB's revealed a plethora of complaints regarding this problem. No accidents for this vehicle, (verified via CarFax). But yes, Lexus should have employed better rims; I couldn't agree more. Thanks for your post and best to you, knowitall2. Joe
Posted by JoJoCamel on 2011-03-07:
The dealer came through - four, nice, Lexus wheels - exactly what I asked for. While it took a while, it was worth the wait. Game over!

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