Beware! Please read and share!
Berman's INFINITI of Merrillville INFINITI, Toyota USA and their Consumer Affairs Division do not stand behind the vehicles they sell and they have no problem making false statements during the sales process & consistently failed attempted repair processes. Please find a reputable dealership to do business with!
We bought two 2018 Infiniti QX60’s in March of 2018. Since day one, my steering wheel controls, touch screen and Bluetooth connectivity have been defective, causing me to have daily major unnerving moments driving down the road attempting to re-establish communications between my phone & my car. Due to this issue, not only is my safety, and that of the other drivers on the road, compromised, my ability to communicate with my customers and earn a respectable living has been repeatedly questioned and at risk.
I’ve had over 15 hours of conversations with Berman & their Consumer Affairs Department and been forced to take 5 days off of work in the last 3 months to take my new car in for service in attempt to fix this issue. During that time, I’ve heard some of the most asinine things I’ve ever heard in my 30 years of automobile ownership. One such “excuse” was offered by Chuck Grant, the Service Manager. He said, “Your real issue is that your iPhone 8 Plus is a 4G phone and the technology in the QX60 is only 3G, so you are constantly squishing a 4G signal through 3G technology, and these cars just weren’t made to do that.”
In August, after more than 10 different videos were sent to Berman documenting the connectivity issues, Chuck told me that we had one final step, and it was going to be “the end all be all”. That was to allow an engineer to come out from corporate to look at the vehicle. He said that “if the engineer says the problem cannot be fixed, they would start the vehicle buy back process and allow me to go find a vehicle that operated properly”. So, we scheduled yet another an appointment and they had an engineer come out to review the videos of my issues. Within 5 minutes, he said, “Wow, that isn’t supposed to be that way!” and suggested I leave the car with the dealer so they could change my computer for a new one. I did so, and before I got from their dealership in Merrillville to the I65/Route 30 on ramp, the problems resurfaced.
Upon receipt of yet another video showing the failure, Chuck texted me back and said they would start the repurchase process. A week later, I hadn’t heard anything and followed up. Chuck left me a message that stated Consumer Affairs at Infiniti had made a decision to not repurchase my vehicle. If any of you would like to hear that voicemail, I’ll happily share it with you.
Infinity claims that I am the problem, because “I overuse my phone during my work day and the car is unable to handle the load I put on it.” I’m sorry, what?
At that point, I reached out to the General Manager of Berman Infiniti, Eric Fitzgerald. I left him 3 messages that were not returned. The final one indicated that I would be showing up in his office the next day if I had not heard back. I did not hear back. So, I stopped in the office and he indicated that in anticipation of me stopping in, he had pulled all the paperwork on my transaction and was going to “do whatever it took to make the situation right”. His offer was to buy the car back from me at Kelly Blue Book value and as such I would owe them roughly $6,000 for a car I have only driven 15,000 miles in under 6 months This car has been in the shop or to the dealership nearly 10 times since the day after I purchased it. His offer seems slightly in his favor...