Grubbs Infinity, Euless, Texas - purchased Infinity G35 - at 10,800 miles noticed rim dent

# 19 for July 3, 2003

Complaints.com received the following on July 2, 2003:

From:

RE: Grubbs Infinity, Euless, Texas - purchased Infinity G35 - at 10,800 miles noticed rim dent

We bought (leased) a brand new Infinity G35 at this dealer. The car has 10,800 miles aprox. It has always seemed some-what excessive with it’s road noise, but we figured it was because it was a sport sedan w/ low profile tires, and this was just something that we would live with. Recently the car got a nail in the front right tire and I had to change the tire and put the spare on. Upoun taking the tire off I found the inside of the wheel (or rim) was very badly dented in on one spot about an inch long. There was no mark on the tire. Thinking this through I realized that the wheels we got (and possibly the tires as well) were from the test-drive car on the dealers lot. My wife wanted these rims because they were chrome, and of course the dealer had no problem changing these rims out and charging us for them. When you test drive a G35 @ Grubbs, the sales-people let you get pretty rough with the car. I know, I test drove one and was instructed by the salesman to take it down a particular road where there was no police presence cut it loose. I find it highly likely that someone test driving on these wheels hit a curb, and the blew the tire. Then the wheel (still able to hold a bead ( air pressure)) on a new tire was put back on the test car. When we asked for those specific wheels, - we were accommodated. When I found a dent on the rim and asked that they replace it free of charge ( and maybe even put an apology behind it ) we were not. In fact - I was asked to “calm down or leave the premises” by the General Manager of Grubbs Infinity, Mr. Danny Mayer.

Apparently, this dealer is more concerned about protecting it’s employees from mean–looking, tattooed, disgruntled customers than actually taking care of it’s customers. I assure you folks. .. as my wife may tell you, I do tend to get “animated”, but I was not threatening Brad Ogle ( asst. Service Manager) nor was I cursing at him in any way. I just was not accepting a frazzle-dazzle, non-committal, non-answer answer concerning this problem. I took the “leave the premises option” – in utter disbelief at my treatment – and left my much more diplomatic wife to handle whatever else was to come. Mr. Mayer told her “it’s a dead issue, the wheel is not under warranty” and left her standing there. Now there’s great customer service for ya. Not only do you NOT take care of the customers problem – but threaten them as well, then - abandon the customer altogether. Brad Ogle tells me you can severly dent a wheel and not leave a mark on the tire. He sees it all the time. Okay Brad, but I’m not buying it. Oh wait, I already did. Sorry everyone, but this is not the way customer service is supposed to be handled. I can think of thousands of different ways these folks could have handled this situation. My goodness, they may have had to eat a four hundred dollar rim on the bottom line, but at least then they would get referrals and return business. My dad bought his van from Grubbs, I bought my Altima from Grubbs, and my wife bought (leased) her G35 from Grubbs. I can guarantee however, that no one in my family, or that any of my friends will be bringing any business their way in the future. I was blown away at the total lack of service and total disregard for customer care.

My wife was actually concerned about some form of retaliation if we pursued this issue any further while the car was still there. Imagine that. It may be ridiculous, but all the same that’s how she felt. Is that the kind of impression a high-end car dealer wants to give it’s customers?? This is not, contrary to Mr. Mayers opinion, a dead issue. Marshal Garner Euless, Texas

Comment On This

Hey looking to buy a vehicle from Grubbs. Found your comment to be quite amusing. Hey if you didn't notice the dented rim when you buy the the USED card you are the loser not the dealership. Next time pay more attention to detail. How does the dealership not know you dented the rim. To be honest, I believe you did dent the rim. Who needs customers like you.

Comment On This

Sorry to hear your problem with Grubbs. I bought a Mitsubishi Diamante VRX from them on the internet, flew 1000 miles, drove it home and it was perfect, as they advertised. That was 2 years ago and I am considering going back for my next car.