Car owner, San Diego dealer dispute cause of loose battery terminal

Car owner, San Diego dealer dispute cause of loose battery terminal

Member complaint

I hired Kearny Mesa Infiniti of San Diego to do an oil change and replace the motor on the passenger window on my G35 Coupe. After I picked my car up, I drove two blocks and my center console lost power.

I returned it for a diagnosis and was told everything was fine a day later. Three days after picking it up, the car wouldn’t start. The repairman told me that it may be a recalled part in the console, not covered by my warranty company.

The next day, I was stranded out of town and was forced to purchase a battery. When I installed the battery on the side of the road, the negative terminal came off in my hand with no tools. When I went back to the dealer, I learned that my service representative had been fired. I requested a new rep and a meeting with service manager.

I explained that at some point during the three visits, someone may have disconnected the terminal. The service manager looked at my file and said his best tech never touched my cables. I said it must have been loose, possibly causing console issues from lack of a steady current. He said they would check the terminal, but wouldn’t remove them.

He refused to look at the terminal when I requested it and we argued. I spoke to the general manager, who was familiar with my case, and explained that a visit for an oil change and warranty repair turned into the need for $1,500 in repairs. I kept pestering them, but they never addressed the issues.

I want a refund of $750 to cover the cost of the battery and other non-original equipment manufacturer parts I purchased to keep the car running because they did not re-attach the battery terminal correctly.

Eric Ducharme, Encinitas, California

Provider response

The member brought his vehicle to us to diagnose a problem he was having with his G35. We did as he asked and told him precisely what would need to be replaced to repair his car’s problem.

We are an Infiniti dealer, and as such, quoted him genuine Infiniti replacement parts. He chose to do the repair with non-Infiniti parts to save money.

When he approached me, the repair had already been completed and he was referred to me because he was incapable of having a civil discussion with anyone else. I asked the member to leave the bad parts and I would pay to have them tested to verify that a defect was not the problem. He chose not to.

I can only surmise that the parts in question had failed and the company he paid to install them were the actual problem. Since then, all of his correspondence with us has been an effort to have Kearny Mesa Infiniti refund money he paid to someone else. I have no way of knowing whether his car parts failed or if it was indeed an issue that one of my technicians failed to diagnose properly.

Based on the current information, I could not justify paying the member. If he allowed us to address his concerns, we would not be in this situation.

Richard Newendyke, general manager

Status

Stalemate

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Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.


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