Infiniti of Las Vegas review: Service complaint and general operations

I am the owner of an Infiniti QX50 I purchased at INFINITI OF LAS VEGAS. I am also a 60 year disabled minority female. I am the previous owner of several other high-end brand vehicles and am fully aware of the service, information, and quality and level of customer service to expect from my dealerships which typically exceeds the norm. However, Infiniti of Las Vegas does not and did not hold up to the norm during my recent interaction with the dealership. I had a horrific and atrocious dehumanizing, degrading, defamatory and discriminatory experience (as a woman and minority) with Infiniti of Las Vegas that no other person should ever have to encounter.

I have reason to believe I was defrauded by Infiniti of Las Vegas for service purported to be performed on my vehicle, BUT was not but that I was nonetheless harassed for payment for. I have reason to believe that discriminatory practices toward women is a part of Infiniti's dysfunctional operations. I also have reason to believe I was profiled by Infiniti, because I am a minority, as a "potential thief" and was treated in all manners of interactions as such and as a substandard human, individual, consumer with no rights (according to their management) to have any adverse feelings or expression concerning their products, service, or treatment, and as much told so by the Director of Infiniti, Steve Staluppi, who openly disregarded my concerns of discrimination as nonsense and me having no right to share such concerns or he'd end the conversation with me.

My vehicle was taken to Infiniti on 7/12/2023 for regular maintenance (i.e. oil change, tire rotation, carwash, inspection). While enroute driving to the dealership the vehicle acted as if it were in distress, so I had the vehicle towed the remainder of the way to the service department. When The vehicle was returned to me after purported servicing, it was in the same condition I left it at the dealership, but I was led to believe it had been serviced but there was no sign of the vehicle being serviced or even moved at all as if it sat at the dealership for 3 days. Despite being harassed for pre-payment by the service technician for payment of $289 for an oil change, tire rotation, car wash, and radiator pressure check, there were no signs the work had been completed (i.e. no oil change tag, no wash of vehicle, no tire rotation, or pressure check).

Upon complaining, I was told by Steve Staluppi, the Director, after 3 days and 15 calls to finally get to a manager, that it was a trivial complaint for me to event be concerned such insignificant things concerning my vehicle and why was I making such a big deal that my car hadn't been washed, given an oil change, tires rotated, radiator pressure tested, provided with a sticker in the window after an oil change. I was told that my concerns of discrimination were nonsense and I had no right to feel that way. Steve's insensitive and inappropriate response led to a conversation concerning whether female employees at Infiniti ever expresse had ever complained about feeling sexual harassment and if so would those types of complaints be disregarded as senseless and the women told they have no right to feel that way if a female employee felt they were sexually harassed by a male employee. Steve Staluppi was offended by my challenge question and proceeded in threatening to abruptly end the call with me if I continued sharing any concern about feeling discrimination and threatened me not to lecture him concerning HR issues.

I was harassed with crypic texts from Infiniti service technician asking me to pre-pay in advance of picking up the vehicle, the last text from the service manager Ken Krachek, being " I see you looked at the invoice but didn't pay it" as if I were being stalked for payment. Steve Staluppi's response to my concern with being inundated with what I considered inappropriate texts, was that I was overly concerned with such messages being sent to me. It felt as if they'd profiled me as some type of common thief who'd run off with my vehicle without paying.

My vehicle was withheld from being released to the tow driver who arrived to retrieve my vehicle because the Infiniti dealership told him that I had not paid my bill and they wouldn't release the vehicle because of such. However, I HAD paid my bill much earlier in the day; received electronic confirmation of such; and spoke with an employee to tell them I issued electronic payment and to ensure there would be no further incident with Infiniti when my car was picked up as I would not be present at the time of pick up. Infiniti was so engrossed with profiling me as a potential thief for no justifiable reason whatsoever and presuming i would take off in my vehicle and not pay them, that they could not focus on properly procedurally processing the release of my vehicle without publicly defaming my character first. Eventually Infiniti recognized their error and released my vehicle to the tow company, but once again, Steve disregarded my concern.

When my vehicle was eventually returned to my home, it had not been washed, there was no sticker in the window for the oil change, there were no signs whatsoever that any work or service had been performed on my vehicle. Steve Staluppi, the Director, said they don't repair vehicles that don't drive and that was the reason why they hadn't performed a car wash. BUT MY VEHICLE DOES RUN, START AND FUNCTIONS well and if Infiniti wasn't aware that my vehicle was operable that means they never attempted to move the vehicle which further convinces me that my vehicle was not touched while at the dealership and it just sat for 3 days with them trying to convince me to approve $4700 in repairs that were not justified or explained and ultimately charging me $289 for purported services that could not possibly have been performed.

All of this suspicious activity perpetrated by Infiniti of Las Vegas further leads me to believe my vehicle was never touched while it was there and that I was defrauded, defamed, profiled, and disregarded by Infiniti of Las Vegas because I am a woman and minority that has no rights to challenge their authority and was misrepresented as a person/customer not capable of noticing their antics and who could be easily taken advantage of.

I was provided with a $4700 invoice for repairs that I did not understand. I declined to allow such extensive unjustified repairs for a vehicle that had run immaculately with no previous warning of distress except on that day. My invoice was reduced to $2700 citing my radiator system was in despair but was never given a breakdown and understanding of EXACTLY what went wrong despite asking numerous times, I declined allowing Infiniti to service my vehicle all together (except for the oil change maintenance and pressure check) which I believe angered them.

Had Infiniti performed services on my vehicle as they purported (oil change, radiator pressure test, tire rotation, car wash, etc.) they would have had to start and move the vehicle and would have known that the vehicle WAS operating. There would also or should have been an oil sticker placed in the upper corner of the windshield after the oil change. My vehicle would have been cleaned from an apparent car wash. My vehicle should have been washed and all services performed as I paid for. None of this occurred or was apparent.

The mechanic I hired the next day to come to my home to give me an assessment gave a very different overview. There was an apparent crack in the radiator which could be seen even without lifting the hood and did not require a pressure test. Any mechanic, I was told could see it immediately. My hoses and thermostat were in good condition and not in critical need of replacement. The oil was difficult to assess as to whether it was brand new or slightly used oil. I was also told by the mechanic that the chances that everything on an Infiniti would become dysfunctional all at one time coincidentally at the same time was a chance in a million and that I was likely being "had" and taken advantage of by Infiniti. I believe I was taken advantage of and mistreated by Infiniti from the start and more possibly so because I am a woman, minority or disabled.