Pepe Infiniti Service Incompetence Ripoff White Plains New York

On November 29th I made an appointment with Paula Mejia of the Pepe Infiniti's service department to have four snow tires installed on my car. The appointment was for two weeks later on December 12th, 2005, as they had to order the tires. I arrived and dropped off my car at 7:30 am on December 12th, as I was instructed to do so. Service representative Danya Huppert assisted me. Five hours later I get a call from Danya Huppert to tell me that Pepe does not stock snow tires for my car.

Amazingly, I explained that when I made the appointment with Paula she said she was ordering them and they would be there for my appointment. I immediately called Paula who told me that she did order them. When I asked her if she confirmed that they had been delivered she told me that was not her job, but the job of the parts department (I kid you not). At 4:00 pm I get a call back from Danya that she has found my tires. They were at Pepe all along, but were mislabeled and thus she didn't know they were mine. I asked her how many 18-inch snow tires they have in parts such that they took 9 hours to find. She had no answer, as this was not her department. Because it was now after 4:00 pm Danya told me the car would not be ready until the next day. Thus, I had to go back to the dealership to obtain a loaner car. I asked her to please have it ready before Lunch on Tuesday as I had to leave my office by 3:00 pm.

Tuesday, December 13th, at 3:00 pm I left the office for a meeting, not having heard back from Pepe regarding my car. About one hour later, around 4:00 pm, Danya calls my cell phone to say my car was ready. Why it took another full day to change tires is unknown to me but I told her that I would pick the car up the next day, which I did.

On Thursday, December 14th, on my way home, the low tire pressure warning light came on the dashboard. I immediately pulled off the highway at the next exit to check the tires. All tires seemed properly inflated so I proceeded home, slowly. The next day I called Danya at Pepe and told her of the problem. She said that it was probably just the tire pressure sensor that was not reinstalled correctly and not the tires. She told me to bring the car back in, which I said I would do next Tuesday as I was not using the car on Friday or the following Monday.

Tuesday, December 20th, I call Danya to see if I can bring the car in to get this problem fixed. She tells me they are very busy and asks if I come back the next day, Wednesday, at 10:30 am, which I agreed to do. On Wednesday, December 21st, I drive over to Pepe Service at 10:30 am. I park my car at service and go to Danya's office. She is not there. I ask the other service representative where she is. He tells me that she is out of the office on Wednesdays (yes, you heard this right). I tell him that she told me to drop the car off to get the tire problem fixed. He rudely tells me he is busy with a customer and there are four more waiting. He tells me if I don't have an appointment they can't help me, as they are too busy. When I tell him that I have a tire problem and I am unsure whether the car is safe to drive he tells me, and I quote "then take it to Mavis".

I contacted Infiniti of Greenwich's service department and told them the problem. They said that the tires may have not been mounted correctly and the car may be dangerous to drive. I made an appointment with them to determine what the problem is and to fix it properly. I expect to have to bill Pepe for whatever the Greenwich dealer charges me.

Ford
White Plains, New York
U.S.A.