To put it simply, I will never buy a vehicle from the Mike Ward dealerships and I will never buy an Infiniti or Nissan product. I was treated very poorly by the Mike Ward Infiniti service department. I leased an Infiniti Q60s Red Sport, and it had problems from the very beginning. The service department dismissed my claim that there was something wrong with the vehicle. The car lost power when climbing hills. I explained the problem to the service department, and I was told it was the normal function of the cruise control. After explaining that the car would not respond when I depressed the accelerator pedal, I brought the car in to be serviced and explained how they needed to test it on a long hill. I picked up the car the next day only to find out that they did not test it according to my instructions, and I was told that they couldn’t find anything wrong. (Of course not. They didn’t test it properly) I brought the car back a couple of weeks later with a video of the car malfunctioning. The head service technician watched the video and dismissed the fact that the car was malfunctioning. I was astonished! A 400 hp car that could not climb a hill and the service guy said, “That was the normal function of the car.” Again, I left the car to be tested by the service department. Again, I gave them instructions on how to test it to get a malfunction. And again, they gave me the car back without thoroughly testing it. Saying they could not find anything wrong. At this time being quite irate I knew that I had to come back with better evidence. And I did. This time I recorded the car malfunction and the car working properly in the same trip. The evidence was indisputable. They finally took me seriously. They called in a Regional Service Manager with a special computer (why they couldn’t just mail the computer to the dealership was beyond me). After the car sat at the dealership for over a month the Regional Manager arrived and, I was asked to ride along with the Regional Manager and the Service manager from Mike Ward to demonstrate the problem. For nearly 6 hours I drove the technicians around. The car did malfunction, but they wanted more data. So, we drove and drove some more. The result “50% loss of power and 50% loss of throttle response” per the service report.
Next the battle with Infiniti began. After Infiniti admitted there was something wrong with the car, and could not fix it, they offered to repurchase the car. However, Infiniti wanted me to pay for the car, they called it a usage fee. Let me rephrase that: INFINITI WANTED ME TO PAY FOR A BROKEN CAR. With no other option and no help from Mike Ward, I had to get a lawyer. Infiniti was uncooperative to say the least. It took 8 more months before we settled. Infiniti finally gave me most of my money back but, I still had to pay a usage fee. Thanks to Mike Ward service the usage fee was higher than it should have been because they did not test it properly and would not admit there was something wrong. I was also promised by both Mike Ward and Infiniti that I would be compensated for my time driving the service managers around. I was not. And, thanks to the delay tactics by Infiniti and Mike Ward I also had to keep the car insured longer. Additionally, I purchased an extended warranty which was prorated based on how long I had the car. So, having the car longer meant I only received a partial refund on the extended warranty.
This is truly an insult to the consumer. The car didn’t work. I wanted a 400hp sports car. They should have simply said “I’m sorry the car did not function as advertised and we will give you a refund.” Instead I was treated rudely, dismissed and forced to act against Infiniti. Infiniti and Mike Ward lost a customer