Originally, I brought my 2004 Infiniti G35 to Sacramento Infiniti on 2/19/11 for a routine transmission flush. The dealer explained that they would perform a multipoint inspection for free to check my car for defects. Upon completion of the transmission service, I was informed I had bad bushings and that they needed to be replaced. I scheduled a second visit and dropped off the car on 2/23/11 for service. Roughly two hours after I dropped the car off, I received a call from service manager Dan Chastain stating that while removing my tires to replace the bushings, their technician broke a wheel lug stud. He stated shortly after that I would be responsible for the replacement charge. I told him I was not prepared to pay the charge and wanted to speak with the GM. After leaving a message for the GM (who never returned my call), I contacted Infiniti Corp who stated that they had no authority on the matter, but would reimburse me for any charges the dealer was to charge me. Infiniti USA was appalled at the fact that the dealer damaged my car and was requesting me to pay, however could only offer the reimbursement. Shortly after my call with Infiniti USA, I received a call from Dan Chastain stating that my car was ready for pickup. I asked about the lug bolt - Dan stated that they assembled the car minus the lug bolt. I asked Dan if it was safe to drive the vehicle with a missing lug bolt and he stated that "there are still 4 out of 5 studs". I told Dan that I was not comfortable driving the car with a missing lug bolt and wanted to take some time to figure the situation out. Dan stated that I could pick up the car anytime however I had to return the loaner car immediately to avoid additional charges. Feeling enraged at this point, I asked to speak to Dan's manager. Shortly after, I received a call from Robert Rogers who stated that he was authorized to "work with me". I explained to Robert the situation only receiving the same information that Dan had relayed. I finally explained to Robert that Infiniti USA was willing to reimburse me and asked why he would not. He explained that he could not take a loss for every mistake the dealer makes and that doing so would put him out of business. He also explained that I had to return the loaner car as soon as possible due to the fact that "other customers need them". I explained to Robert that I didn’t have the funds available to pay for the lug bolt replacement and pleaded with him to work out the reimbursement with Infiniti USA. He stated that he would contact Infiniti USA and request the funds be sent directly to the dealership. Shortly after, I received a call from Robert stating that he was able to get the funds from Infiniti USA and my car was finally repaired. I quickly arrived at the dealership to inspect my car. Upon my arrival I was told by Dan that there were two studs that were broken, not one. I asked for the old lug bolts to take with me – He stated that he could not release them to me. Dan did however allow me to take pictures of the lugs/bolts for a second opinion. Dan explained that the last person/company to work on my car had “cross-threaded” my lug nuts. I explained that I believe Sacramento Infiniti was the last to remove my tires based on my multi point inspection report dated 2/19/11 (the first service). The report shows measurements of my brake pads/rotors. Dan stated that they did not remove my tires for this inspection. Not being a mechanic, I asked how they were able to get measurements of my brake pads/rotors without removing the tires. Dan stated again that they did not remove my tires during the first service. Frustrated about the loss of time from my employer, the horrible experience I had and the diluted answers to my questions, I left the dealership with my car.
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