Infiniti of Ardmore

I bought my 2016 *** in October . They told me it was a lease return and needed to be Pre-Certified and go through a Multi Point Inspection. I thought that happened, but since I got the car, I've had to replace the brakes four times. I also had to replace the front and back rotors. In December , the car overheated and I had to replace the radiator and thermostat. On 7/18, I took my car to the Infiniti Dealer for an oil change and tire rotation. Allan S told me I needed a Front Left Brake Caliper, which cost me $662.15. On 7/22, while driving to work at around 60MPH, I tried to apply my brakes to slow down, but my car started shaking uncontrollably from the left side of the front. I immediately called the Infiniti Service Department and spoke to Allan S again. I asked him why I needed new brakes and rotors when I just had them replaced. I also asked why I have so many problems with this car when it was supposed to be Pre-Certified with a Multi-Point Inspection. He didn't know and said he would talk to his manager and call me back. I left my phone number for him to call me back, but as of today, 7/23, I haven't heard anything from him or his manager.

I bought a certified *** from Infiniti of Ardmore on September 26, with 20,000 miles. Just a week later, I noticed that the car shakes when I brake, both at low and high speeds, and there's a squealing sound coming from the rear. I tried to schedule an appointment, but they couldn't fit me in until November 9. When I finally brought it in, Alan S told me that they didn't notice any shaking, but his brother checked it out and found a loose plate end in the rear, which was causing the metal sound. They said fixing that would also solve the shaking issue.

On November 22, I had to take the car back to the service center, this time under Christopher L, because the shaking and noise were still there. I asked if someone could test drive with me, but they said they don't do that because of the speed limits in residential areas. They claimed to have replaced the brake pads and resurfaced the front rotors, assuring me that it would fix the problem and eliminate the squealing sound and shaking when braking at both low and high speeds.

However, on November 29th, I had to return the car again for the same issues. I reached out to the customer chat line and expressed my concerns, which led to a call from Mr. A (the regional manager) from Infiniti. I told him about the numerous visits to their service center and my disappointment with the certified car I purchased, as well as the misleading information from his staff. He instructed me to bring the car back to the service center and assured me that they would address my problems.

On November 29th, Christopher C (an awesome manager) managed the service and was able to fix the juddering/shaking by replacing the front rotors and cleaning the brake pads. However, the squealing sound from the rear was still present.

Then, on May 16, I noticed a knocking sound when I started the car, and the squealing sound from the rear was still there. Christopher C (an awesome and professional manager) handled the service and said they couldn't hear the problem, but they still replaced the "radiator fan motor." When I picked up the car, I could still hear the squealing sound when accelerating.

Finally, on May 26th, the car broke down in the middle of the road and had to be towed. It wouldn't start, and the lights and monitor were flickering. This is a defective item, and there have been too many attempts to repair it for a certified car from the dealer.

On July 3, I took my car to Infiniti of Ardmore for its yearly maintenance and to address some other issues, such as the air conditioner, the rear dragging, and a front light bulb outage. After waiting for 4 hours, I was informed that there were several problems with my vehicle that likely existed before I brought it in. They suggested that I go back to the Infiniti dealership where I originally purchased the car and demand the necessary repairs. In an email that I sent on July 3rd, while I was at Infiniti of Ardmore's office, I explained that my vehicle was unsafe to drive and that the air conditioner was completely out. The dealership agreed to cover the cost, but only provided me with a $2000 allowance, even though the repairs exceeded that amount. They told me that there was a leak in my transfer case and coolant system, which directly affected the air conditioner. On July 16th, I returned my vehicle and was given a different price for the repairs five different times. Ultimately, I had to pay an additional $500, which was not discussed beforehand. My husband and I paid the remaining balance, and he asked Allan S if the air conditioner was working, to which he replied, "It's ice cold." However, three days later, the air started blowing hot again. After making seven phone calls, Allan finally returned our call, and we complained about the air conditioner not working despite having paid for it. So, on August 14th, I brought the vehicle back and received another loaner car, which was not clean. Allan informed me that he would be away and that someone else would look into why the air conditioner wasn't working. However, he did not follow up or inform his replacement about the details. I received a call from Derrick G stating that there was a pinhole in my air conditioner system that needed to be replaced, along with other repairs totaling $5,281.54. The dealership and I had already paid over $2500 for previous work, and I was told that the air conditioner would be fixed based on the previous repairs. Derrick, in many words, accused me of lying and said that Allan would not have told me that because the repairs were unrelated. I responded by saying that Allan did tell my husband and me that, even though it wasn't on the original order. I didn't know to ensure it was on the order because he later told us that the necessary repairs were related to the coolant system. In my email to the dealership in Allentown where I initially purchased the car, I mentioned my complaint about the air conditioner. So, if my email stated these issues on the same day I found out about them, then of course the service department knew. After arguing with Derrick about his inappropriate tone and him calling me a liar, I hung up. I reported him to his general manager, Joe F, and left a message for a return call. Both my husband and I left messages, but to this day, neither he nor his staff has called back. My husband was told that I needed to return the loaner car and to "get my truck off their lot," which were the exact words that Derek said were said by Mr. F. Not only did Allan S make an inappropriate comment about my husband's hair when we made a payment, but he also gave me a loaner car without permission from his company, according to my husband. The customer service provided by this supposedly reputable company is incompetent, appalling, and disgusting. I was essentially kicked off their lot after providing proof of my initial complaints to Infiniti of Allentown through a same-day email. Mr. S lied to cover himself, and as a result, I was labeled a liar, even though I'm the customer who paid for services that were not performed. I feel like I have no voice to complain after they took my money and scammed me.