Austin Infiniti
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Austin, Texas
Austin Infiniti
Austin Infiniti
8140 Burnet Road
Austin, Texas 78757
BEWARE. I purchased my Infiniti from a Dealer outside of Texas. I had only been to Austin Infiniti one time to have work done on my vehicle, but maintained the vehicle impeccably – just not at Austin Infiniti. I received a letter from Kevin Martin the Vice President of Total Customer Satisfaction via Infiniti National Consumer Affairs Department stating that they had become aware of a cosmetic issue with the dash material on vehicles like mine. For this reason, Infiniti extended my vehicles Limited Warranty to 96 months and unlimited mileage. Several weeks after receiving the letter, my car started to have issues with the dash that was described in the letter that I had received from Infiniti National Consumer Affairs Department. I called Austin Infiniti to schedule an appointment with the Service Department to have the issue corrected, giving them two week notice so that they could make sure they had the parts for my vehicle. After leaving my car with Austin Infiniti's Service Consultant Steve Donovan, I was told my car would be ready that day. Later that afternoon, I received a call from Steve Donovan saying that my car was not ready, and that they were not going to fix the warranty issue. When explained why by Steve Donovan, I was told that because I had not been bringing my vehicle to Austin Infiniti for maintenance they would not fix my warranty issue. I asked to speak with the General Manager of Austin Infiniti, Allen 'Big Al' Clauss, and he said that they are a private Infiniti Dealer and that they could refuse service to anyone they choose. After picking up my vehicle, I contacted Infiniti National Consumer Affairs Department, to see if they could help me out. I spoke with Emalea Reid, Regional Consumer Specialist for Infiniti North America, and after her research she stated that I would have to take my vehicle to another Infiniti Dealer. The closes Infiniti Dealer is over 80 miles away, and who is to say that they will not refuse the vehicle warranty work as well. When I asked Emalea Reid if I could speak with her supervisor, she refused to tell me how to reach that person or even tell me their name. In short, it is very very confusing as to why Austin Infiniti could refuse to fix a warranty item that I was instructed by Infinity National Consumer Affairs Department to have fixed at their location. PLEASE BEWARE OF AUSTIN INFINITI'S PRACTICES REGARDING HONORING WARRANTY WORK ON ANY INFINITI VEHICLE.
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If you buy from a private dealer and the car is touched by a maintenance shop that is not affiliated with that private dealer, they do not honor the warranty. Most of the time you will hear the excuse that because it was serviced by a company not affiliated with them, they cannot be sure if the damage is legitimate.
I'm not really sure why someone would damage their dash material, only to have it replaced with very similar material that most likely looks very similar to the original, but apparently that's their excuse. I had a friend who went through this with a Honda. My dad and my sort-of-step-dad are both mechanics, and each is able to repair different cosmetic issues, so I just asked them to help out. My friend did have to pay for the material, but it was still cheaper than if she had taken it to a mechanic business.
My dad was able to find the material needed for a really good price, and he and my sort-of-step-dad were able to install it together. My friend asked them to repair a few other things after that, which they did charge for parts and labor, but it was still cheaper than going to a shop!
I live in Tampa area but my dash seems to be very sticky, just wondering if this was also your issue, it appears to be melting as it does sit out in the hot sun... I will have to check on this issue to see if they will cover a replacement for it under warranty.. Thanks for the heads up...