I purchased a used 2020 Infiniti QX80 from Landmark - Mccormickmt
I purchased a used 2020 Infiniti QX80 from Landmark Honda. To be clear, I understand that Landmark is a Honda dealership and the vehicle is an Infiniti. However, Landmark Honda was the selling dealership, the issue was identified before the purchase was completed, and Landmark agreed in writing through a We Owe agreement to correct it. My complaint is therefore not about expecting a Honda dealership to warranty an Infiniti product. It is about how Landmark Honda handled its own written commitment to a customer after the sale.
I specifically chose a large, established dealership because I believed that if a problem arose, there would be a professional management structure, accountability, and sufficient resources to resolve it properly. Unfortunately, my experience was exactly the opposite. At times, the games, lack of communication, and apparent absence of accountability made this feel more like dealing with a small operation with no effective management structure.
What should have been a relatively straightforward repair turned into two months of unnecessary frustration, countless emails and phone calls, repeated follow-ups, and hours upon hours of my own time simply trying to get Landmark to fulfill the commitment it made before I purchased the vehicle.
My experience with Basil was particularly disappointing. Communication was frequently unresponsive, dismissive, or unnecessarily difficult. At one point, I was essentially told that my emails contained too much information and were difficult to follow. What Basil characterized as too much information, I considered necessary and reasonable documentation, particularly when basic questions repeatedly went unanswered.
My concerns about professionalism went even further. Both Basil and Marcus, members of Landmark’s management team, addressed me as “Bro” during business communications. This occurred in the context of my repeatedly expressing frustration about the lack of responses and the handling of the repair. In Marcus’s case, the communication also included upper-level management, including Chris Giles.
As a Black customer trying to resolve a legitimate business matter involving a vehicle I had purchased, I found being casually addressed as “Bro” by members of dealership management ignorant, overly familiar, and extremely unprofessional, particularly given the seriousness of the concerns I was raising. I cannot state what their intent was, but I can absolutely state how I received it. I expected professional communication and the same basic level of respect that should be afforded to any customer.
Perhaps the most disappointing aspect of the entire experience was the apparent lack of intervention from Chris Giles, the top General Manager. Mr. Giles was included on email after email documenting the problems, unanswered questions, management communication, and my repeated attempts to reach a reasonable resolution. Despite being included throughout the escalation, I never received a single response from him and never saw any attempt by him to step in and bring this matter to a professional resolution.
When lower-level management is handling a customer situation poorly and the dealership’s senior management is repeatedly made aware of it but does not intervene, as a customer I have to question where accountability ultimately exists.
The situation became even more frustrating because the QX80 had already been diagnosed by an Infiniti dealership, yet what should have been a straightforward process became unnecessarily prolonged. Ultimately, my vehicle had to go to an Infiniti dealership for the repair to be completed. The issue has now been resolved, and I have received the documentation and parts associated with the repair, but that does not erase what it took to finally reach this point.
What makes this experience so unacceptable to me is that none of this ever needed to become a major dispute. Landmark could have simply honored its written commitment, communicated clearly
Read More
Dealer Reviews
Cars for Sale
Dealer Log In