Tom Kiernan | Page 4

Mission Viejo INFINITI responded

Thank you, if you would send that invoice to pmendoza@infinitimv.com I so do appreciate it.

Mission Viejo INFINITI responded

Rear Brakes...BigO, $278. Infiniti, $610.95 our quote included replacement of rear brake rotors if needed as they were at a point where most vehicles are in need of replacement- without rotor replacement, brake service is 384.95 with OEM parts where the pads alone are MSRP 110.00 Engine Air Filter...BigO, $39. Infiniti, $69.99 Four Tires...BigO $1100 plus $150 Rebate (Michelin). Infiniti $1528 (Pirelli) ( price quoted was actually for BRIDGESTONE DUELER H/P SPORT AS BW - noted on your vehicle at the time was Pirelli, on Michelin tires we are not far off at 1260.00 total after tax and installation with Michelin's instant rebate of 100.00 and a 2 year no hassle road hazard warranty automatically included. The tire would be a Michelin Primacy Tour with a Michelin SKU of 06125 - that's Michelins number and does not change for any retailer, that is how you will know if you are comparing the exact same tire, some Retailers get special lines of tires that they are privy to and are at times at a lower price point. Big O in Lake Forest is one of our accounts and have not purchased any Infiniti parts from us since you were last here. Just for your information as use of aftermarket parts also allows for lower price points. I am totally transparent with you in this because I do not want you thinking we try to price gouge you or anyone for that matter. We are yes a business like every other business out there, but we are a business of people from within and around the community and are here to help all of our clients to the best of our ability. That being said, if ever there is a question about pricing, it is always appreciated to bring up to us and allow us an opportunity to clarify or find a better option for you. If after that we still can not meet your requirements then by all means, but at least we have a conversation and attempt to continue to be respectful to one another as we always have been and will continue to be. Thank you for your response and sharing the information that you have. Respectfully Paul Infiniti of Mission Viejo

WNIELSEN responded

I will find BigO invoice and share. You can determine if your pricing is competitive by making some calls to competitive businesses. Also, I made comparisons on a Yelp review at time of service. It would give you a direct comparison.

WNIELSEN responded

Wayne N. SoMa, San Francisco, CA 02 6/28/2022 Purchased my 2014 QX60 from Infiniti of Mission Viejo in 2017. Have always had them service my vehicle. I stayed up with most service recommendations. Have always been very pleased with service and value. Took car in Friday 6/24. Found they have dramatically increased their prices. Took car into Big O Tire, Lake Forest and had them price same services. Note comparisons... Rear Brakes...BigO, $278. Infiniti, $610.95 Engine Air Filter...BigO, $39. Infiniti, $69.99 Four Tires...BigO $1100 plus $150 Rebate (Michelin). Infiniti $1528 (Pirelli) Big O used Infinite parts. How can I go back to Infiniti of Mission Viejo. I feel disrespected. view

WNIELSEN responded

Paul, Appreciate response. I believe you are communicating in good faith. As you know, one purpose of customer follow up is learning about the customer experience. Some follow up in that spirit… • Tires I purchased were Michelin Cross Climate. Believe they were not available through your dealer ship. Note costing I referenced for tires includes free rotations. Your Service Manger stated that was not included in tire purchase from I of MV. • Brakes were quoted at $600. No reference to “You may not need to replace rotors” . I see from my receipt that it says Rear Brakes and Rotor Replacement recommended. No reference to maybe you wont need rotors. Sounds like a communication issue or an effort to increase billing. BigO said my rotors were fine. • The last couple years I have been working with Jerry when bringing my car in. Believe I have always given him the highest rating for customer service. Jerry is a good communicator and always treated me fair. In current climate, business is tough. Appreciate your interest in having a dialog. VBest, Wayne Nielsen