Complaint Review: Infiniti Of 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:

http://208.56.52.43/Media/rx330_ad.gif

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:

http://208.56.52.43/Media/rx330

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.

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:

http://208.56.52.43/Media/rx330_ad.gif

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:

http://208.56.52.43/Media/rx330

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.

Normally you would inspect the car before you paid for it and picked it up. Did you purchase it on line and then discover the problem after you paid for it? I would not have paid for it until the wheels were replaced. This is not a rare car. You could have found a number of them in the New York area. Unfortunately you lose bargaining power after you pay for the car and pick it up. A closer inspection next time might be wise.

Photos Here: http://shopgreenwichavenue.com/Media/rx330/