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| - Due to an Infiniti on Camelback Service Department oversight, I recently encountered a serious, tire-related safety issue and have received no apology, resolution or even interest in preventing this issue from occurring to other clients despite great lengths on my part to inform and resolve this issue through both the Camelback dealership and Infiniti Corporate. I detail the specifics of my complaint below:
I am the original owner of a 2012 Infiniti M37S which was purchased from Infiniti on Camelback. This dealership is also the sole location where all maintenance had been performed up to the point of this review. On November 1st, 2015, while driving on I-10 at approximately 70 mph, an entire band of the front left tire separated, only being held on by a bit of remaining rubber. These were the original OEM Bridgestone Potenza RE050A tires.
The manager of the Costco tire department where I purchased my new tires following the encounter spoke with me concerning the original Bridgestone tires stating that the vehicle most likely has a serious alignment issue due to the pattern of wear on the tires. In fact, all four tires had significant signs of imminent belt separation, all on the inside shoulder, a significant safety concern.
Because it had only been 2K miles since my last Infiniti on Camelback service, I was concerned that the wear shown should have been apparent to the technician at the time of service. During that service, no recommendation to replace the tires was provided, nor was an alignment suggested or any safety concern brought up whatsoever and the tires were each rated on the service invoice as having 4-5/32 remaining tread life.
On November 10th, I called Infiniti on Camelback and requested to speak with the Service Manager. I was informed his name was Bill (no last name provided) and that he was not available but would be back the following day and would return my call. The following day I had not heard from Bill and was advised by my Service Advisor to send photos, which I did. I waited an entire week and on the 18th I placed another call to Bill. I was once again informed he was not available so I requested to speak with the General Manager, Kirk. Kirk informed me that he was going to have Bill contact me immediately. Later that afternoon I finally received a call from Bill, and I explained the situation to him. He stated he needed some time to look into this matter and would contact me by the end of the week. I never heard from him. Over a week later I called and spoke with Kirk again, informing him that Bill had yet to contact me and that I would be filing a complaint with Infiniti Corporate. Kirk once again stated that he was going to have Bill contact me immediately. I never heard from Bill or Kirk again.
What was initially a solitary safety issue has now become a concern regarding the practices and values of the entire Infiniti on Camelback dealership. I proceeded to file a formal complaint against the dealership with Infiniti Corporate. After working with Infiniti Corporate, they were also unable to get Infiniti on Camelback to return my call and re-routed my business to another dealership, Coulter Infiniti. Coulter performed an alignment and found the two rear tires were significantly out of alignment.
To me, this means that Infiniti on Camelback should have been fully aware of the tire issue at the last service appointment as the front left tire was the tire that failed. The alignment on the two front tires was in specification, which means a rear tire was removed from the vehicle and rotated onto the front left. A certified technician should have been able to see the accelerated inside shoulder wear (especially given that he measured tread depth) and proceeded to notify the customer of a serious safety concern. Based on the alignment results, there is no way that the accelerated inside shoulder wear would have occurred while the tire was on the front left. Furthermore, all four tires showed signs of imminent failure - even an untrained eye could visibly see the belt showing through on the inside shoulder of all four tires.
Put simply, Infiniti on Camelback neglected to take any responsibility for a serious safety concern. This is evident purely in their lack of contacting me after multiple attempts to reach the highest levels of the organization. I was not looking for anything free here; I never even had the opportunity to discuss the matter. All I expected was for Infiniti on Camelback to return my phone calls, possibly perform an alignment to see exactly what the issue was, request to see the actual tires, maybe offer to assist with the tire warranty process, or at the very least apologize and vow to correct the failure in their system that allowed such an oversight in the first place. They showed zero interest in this matter and in maintaining the relationship with a once-loyal customer.
If they couldn't care less about my safety, why would they care about yours?
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