They tried to sell me an unnecessary service worth more than $1,000
I got a note in a mail about recall for my 2003 Infiniti FX45. After my wife took the car to the service department of Infiniti Kirkland dealership, I got a report from Jon Wilkinson that said that four fluids needed replacement.
Check engine coolant level and condition and check for leaks
Found coolant to be in poor condition/contaminated
• Perform coolant fluid exchange service?• Replace coolant pressure cap
Check brake fluid level and condition and check for leaks
Found brake fluid to be dirty/contaminated
Perform brake system fluid exchange
Inspect all wheel drive system/condition
Found all wheel drive system needs serviced
Replace all wheel drive system fluids
Check automatic transmission fluid level and condition and check for leaks
Found automatic transmission fluid to be contaminated/burnt
Perform automatic transmission fluid exchange/flush service
However, I actually serviced the car less than two months ago, and all the liquids mentioned in the report were already replaced. While still at the dealership, I asked the service manager there if they actually test the liquids before giving recommendations like this or they simply look at car’s mileage and recommend to do something based on that. My car is about 95,000, which is exactly when all the fluids need to be replaced. They service manager assured me that they do test all the liquids using some special chemical strips that show if the liquid needs replacement.
I e-mailed Jon Wilkinson - the manager at the service department - and asked him to send me a written statement that they tested the liquids and they were indeed dirty as the report said. I got not response from the guy for a couple of days. Then I got a feedback survey from Infiniti, asking about my experience. I wrote that to me it seemed that Infiniti Kirkland was basically trying to convince me to do an unnecessary service and pay them in excess of $1,000.
Next day after I sent this feedback, I got a call from Jon Wilkinson inviting me to the shop to check all the liquids in from of me. I drove to the dealership and we checked all above mentioned guilds. All of them except the front diff were totally clean. The front diff fluid had just a trace of particles in it. No indicator strips were used in the process.
So, obviously, Infiniti Kirkland simply lied to me - they fluids were not contaminated, they never tested any of them, and the test they do is visual, no indicator strips involved. When I called dealership stuff on that, their service consultant Chris Beaupre in all seriousness attempted to convince me that when service reports says “recommended to replace” it actually does not mean anything, it’s just for their own use so that they don;t forget to check it next time. Well, they did not actually check it this time. And when service report says “guild is contaminated/dirty” - this is what exactly? Also some sort of a reminder?
So, I’d add to that report that the failed task was to provide a minimally decent level of customer service, observation was that Infiniti Kirkland and their stuff has no integrity whatsoever and recommendation - stay away from them and service your car some place else. Perhaps, a small shop where people value their reputation.