FYI: Bad Repair Job at Ray Brandt Infiniti New Orleans

[brx1]

We sometimes post compliments and thanks to folks. Sometimes, it seems appropriate to let others know of a bad experience. Sorry for the long post, but I hope the needed details are present.

I took my 1995 Q45 to Ray Brant Infiniti in Metairie, LA (New Orleans) late last Thursday. I expected they would fix leaking valve cover gaskets and replace the spark plugs. By Friday night I was told the throttle body gasket was damaged/leaking/etc., so it too needed replacing-but no part was in stock. I saw the car Sat am. They gave me a loaner car (originally they would not do that as the car was no longer in warranty…..new –and bad- policy).

Monday/Tuesday they finished that work and I told them to do the driver rack boot and the brakes. I was told Thurs am that the car was finally ready, after almost a week. I was not happy about how long the repairs took, but stuff happens. The ttl cost was 1555.00, including some tips-about what I expected. I had a loaner car from Sat to Thurs too.

They did tell me Friday that the tension rod, passenger side and both upper links needed replacing due to leaking/messed up bushings. Ttl cost around 1000.00. There was some asymmetric wear on the front tires. I do not know what is considered major or minor, but there was still some tread left all over after 6 years, so any mis-alignments could not have been “that bad”. I decided not to spend 1700.00 on doing these plus new tires.

The problem:

But when I drove off the lot, the car pulled seriously to the right and and the steering wheel had to be about 30 degrees off to drive straight– not subtle. There is no excuse for not noting this. The car steered normally before it went to the dealer. I shudder to think what lack of attention they gave to my engine (where I cannot tell what they did) if they cannot even note the steering issue. I immediately brought the car back. I came back 5 hours later. They said it was fixed. The steering wheel now was off by 15 degrees or so and the car still pulled to the right. How could they not figure this out twice? After what I considered non-appropriate business like excuses for the rod and links being the culprits here (and they may in part the issue-but the car steered fine before the dealer got the car last week), they re-aligned the car. On the dealer’s laser machine the upper lights went green, but the lower lights stayed red. I drove off the lot. The steering was improved but not back to normal. The car still veers to the right if I take my hand off the steering wheel.

I guess while mucking about the car, they may have caused some part or parts to change in position. In the end, I am left with a car’s steering still not normal due to something that happened at the dealership – even after 2 additional opportunities to fix it. They are either unable (I prefer not to say unwilling due my lack of knowledge) to fix the steering issue or unable to return the steering mechanisms to their pre 10/8/10 condition. I will also send this to the national service manager, if I can figure out who that is.

Timing of this for me is terrible, as I am getting ready to leave for a conference followed by the move to LA. This was supposed to be the week to get about 1000.00 in body work done. I had a bad experience with them before Katrina as well. Glad they asked me if I was inconvenienced by any of this.

The solution:
Well they did not "make it right" (to use a bad pun).
Unless someone can provide other comment here, I would advise folks NOT to use Ray Brandt Infiniti in Metairie / New Orleans. Please take your major repairs to a facilty that will do things correctly and in a timely manner. Maybe the Baton Rogue Dealer would be a better choice.
The Infiniti brand is a small player in the national market. Bad service will not improve this.

[paranoidjack]

Sorry to hear it, thanks for the unbiased report. I've heard that griping to Infiniti corp can get you some traction.

[lino]

Sorry to hear about your experience. Try living in Canada with an Active Q45 . If you don't mind, could you post a copy of your invoice or at least the charges for parts and labor and comments.

[Infinitiguy19]

Sorry to hear it, thanks for the unbiased report. I've heard that griping to Infiniti corp can get you some traction.

Infiniti Consumer Affairs (ICA) can't do Jack.... and I know. The only thing they can do is pull the dealership owners licence if they get enough complaints. Every year all the Infiniti dealers must renew their licences and thats when ICA opens up the books and questions every complaint against them.

Like the original poster said, Infiniti is not doing so well and he last thing they need is a unhappy customer due to a bad dealership experience.

And like I always say, read up all you can about your vehicle and buy as many tools as you can afford and work on it yourself. Many on hear and other nice forums are very helpful!

Best bet is to speak with the owner and put a little leverage on him.

[BadQ45t]

You have no buiness taking a 10+ year old car to the stealership. When you get to LA look up Z-Expert in Venice, Richard will set you up and figure out what the @#$#ed up and get you on the road. They are in the book in Vencice Z-Expert, ask for Richard and tell him Jeff sent you.

[OwnerCS]

Sorry to hear about the bad experience.

By having the service records, I can identify the DEALERSHIP mechanic BY NAME that performed past service work. On one instance, a dealership mechanic didn't bother to clean off the old RTV and left two valve cover bolts finger tight. I remember finding something wrong with a window regulator replacement job earlier on.

In defence of a dealer for my other car, I have always received a follow-up satisfaction call or email after a repair. Also, if the job took longer than expected, or if the problem wasn't corrected on the first visit, the Service Manager personally calls to apologize and let you know that he takes any service satisfaction issues very seriously and to make sure you are satisfied before any surveys go out that could collect negative feedback. I get the feeling the Service Manager will do just about anything to keep a negative comment from being sent to the vehicle manufacturer.

[brx1]

I have made a pdf file of the repairs. However, I do not know how to upload snapshots from the pdf. Pls let me know how and I will post the Ray Brandt details.

Hopefully the parts from Scotsdale will arrive Mon 10/18/2010 am so my car can get fixed. Interestingly, after the local mechanic rotated the assym tires (?fr/rr swaps due Yokos being assym), most of the steering issue resolved. Go figure.....

[brx1]

In Los Angeles now. The car carrier seems to have done a good job, although the car got really dirty on I-10.
Jeff-thx, I will call Richard at Z-Expert.