I had the misfortune of bringing my QX80 here for a used vehicle inspection. To summarize, my…read moreinteraction with them was plauged with gross incompetence and outright fraud. Ultimately they refunded me for the service performed, but on a follow up appointment demonstrated the same basic lack of competence on their flagship vehicle - the QX80, and cost me thousands of dollars in additional repairs.
When I brought my vehicle there in August 2025, right from the start the serivce advisor Eddie refused to review and discuss my list of known issues. His only interaction with me was saying he was having problems scanning the barcode with the VIN on my car, and that this inspection would cost me $405. A few hours later when I returned to pick up the vehicle, while reviewing the report I was astounded to see that everything passed, except for the power lift gate, adaptive cruise control radar and horn. I appealed the findings of this inspection to Eddie, even taking him to my vehicle and showing him that the engine air filter was so dirty it was black, he pushed back and supported the findings of "Technician 98" and it was in perfectly acceptable condition and did not require replacement.
When I went to pay, I saw that Eddie had tacked on unauthorized and fraudulent charge of $37.65 for "non attributable supplies and services", the only possible shop supply used here was a single paper towel to wipe off the oil dipstick, as to how that would cost $37.65 perhaps they used a sheet of gold leaf? Of the issues with the vehicle:
- Contrary to their report the horn functioned fine. Eddie refused to say how they determined it was faulty unless I paid him $225 for "diagnostics".
- The adaptive cruise control radar having a DTC code for being blocked was already known. It was the first thing I noticed when I picked up this car is that the license plate was blocking the radar. Instead of just telling me they could install the license plate elsewhere on the bumper, Eddie demanded another $225 for "diagnostics" to determine why the radar was blocked.
- The tires on the front axle had 4/32" of tread depth and more than 73,000 miles on them. Illinois state law requires them to be at least 4/32" of tread depth, and the manufacturer rated the tires for only 70,000 miles. Instead of telling me they required imminent replacement, Eddie just listed it as a "caution".
- Both front brake rotors had a deep groove cut in to them, several thousands of an inch deep. The factory service manual says they should be replaced if it is more than 6 ten thousandths deep. Instead of failing them as the service manual indicates Eddie listed them as a pass.
- The emergency/parking brake was non-functional, the factory service manual says it should be able to keep a vehicle stopped after 5 or 6 clicks. Mine required 14. Eddie listed this as a pass.
- The windshield washers were severely misasligned, Eddie marked them as a pass.
- The windshield wipers had significant problems with streaking, Eddie marked them as a pass.
- Passenger compartment air filter was extremely dirty and filled with leaves, Eddie marked it as not applicable.
- Engine air filter was so clogged it had turned from white to black, Eddie marked it as a pass.
- The vehicle had the wrong battery installed - a size 65 instead of size 27. A size 27 battery has 50% more capacity. Eddie marked it as a pass.
- The transmission had a problem with shuddering, instead of inspecting it or the fluid, Eddie marked it as not applicable.
- The only actual problem they had managed to confirm is that the power lift gate was broken. They wanted an additional $225 in diagnostics to tell me that the motor needed to be replaced.
- The on board maintenance computer said the engine oil was past its end of life and required replacement. Eddie listed it as a pass.
- The front seats were both defective, one stuttered while moving, the other would rock back and forth on the track, these issues were ignored by Eddie.
I ended up emailing the service director Mark, and he convineced me to ultimately brining my vehicle back to Berman Infiniti so they could try again, to refund me the $445 paid for the inspection, and file a warranty claim to cover the service. I prepared a 45 page report for Mark showing him everything which was wrong with the vehicle, pictures documenting these issues when possible, and excerpts of the factory service manual as an authoratative source as determining if an issue existed. Mark filed the warranty claim, and due to the amount involved the warranty company wanted to send out an adjuster. A few days later the adjuster denied the claim. Eddie at Berman Infiniti refused to tell me why, and when I contacted warranty company I was given reasons such as not being to inspect the power lift gate motor, as the technician at Berman couldn't figure out how to manually open the door. So thanks to Berman Infiniti's repeated incompetence, I ended up having to perform these repairs myself.
