Complaints

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• Initial Complaint

  Date:07/17/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited Infiniti of Columbus on 7/8/23. There was a Certified 2021 Infiniti QX50 offered for sale at $34,200. I negotiated a price to $33,600 which also included roof rack rails both parties had a verbal agreement at $33,600. I did end up signing a sales order which included a line item of $1,395 for a Zurich shield 5 years. I assumed it was included in the $33,600 that we had agreed to because I did ask about it and the salesman said it was already been applied and that they couldn't "certify" the car unless it had this protection. It wasn't later (at time of financing) that I realized that it was ADDED to the price of $33,600 and that I was actually paying $34,995 (which was actually more than what the car was listed for sale). I told the salesman that it should have been included in the price that we agreed to. He said he was losing money on selling the car but he would reduce the cost of the the Zurich shield to $1,100 (his cost). I went into the dealership to talk to the GM. I told him that I thought this should be included in the cost because it was already added before we bought it. He said that the State of Ohio actually REQUIRES them NOT TO include items like this in the selling price. I'm pretty sure that's not the case. I have called multiple dealers who agree with me. I'm asking for the $1,100 refund for the Zurich shield, and I would like them to recognize that when you agree to a price with a consumer, you should not adjust the price for costs that are already part of the car. Everyone in the process was professional. I appreciate your time.

  Business Response

  Date: 08/14/2023

  Complaint ID 20332895
  ***** ***** <*****************************>
  Attachments
  Aug 7, 2023, 3:56 PM (7 days ago)
  to [email protected]
  
  ***** *****
  Infiniti of Columbus
  Phone: ###-###-####
  Email:  *****************************
  From: ***** ***** <*****************************>
  Sent: Monday, August 7, 2023 11:19 AM
  To: [email protected] <[email protected]>
  Subject: Complaint ID 20332895
   
  Good Morning!
  
  I did not see the link in the letter I received regarding this complaint. If there is a different place I need to send my response, please let me know.
  
  I have included two documents which were both presented and signed by Mr. ********. We itemized and disclosed our paint and interior protection as seen in the first document. In an effort to practice a transparent sales process we are sure to itemize all add-on's when presenting purchase options. The first document was presented to Mr. ******** and agreed upon before he purchased the vehicle. The second document was also presented to and agreed upon by Mr. ******** in the finance office. 
  
  
  
  ***** *****
  General Manager
  Infiniti of Columbus
  Phone: ###-###-####
  Email:  *****************************
  2
   Attachments
    •  Scanned by Gmail
  

  
  

  Customer Answer

  Date: 08/14/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20332895
  
  
  
  I am rejecting this response because:  Read the reply from the General Manager.   He refers to the paint and interior protection as "an option".   This application was installed on the car PRIOR to the car was presented for sale, so how is that an option?   If it can't be removed (as this is), it becomes part of the car,  just as the wheels, tires, windshield wipers, etc.       Just because you itemize it doesn't make it an option.    We negotiated a price in good faith and reached a selling price agreement with the dealership.  That price should have included the price of the paint protection, not added after the fact.    I totally take responsibility for over-looking it as it is on the sales documents.      
  
  
  
  Regards,
  
  
  
  *** ********