2002 Infiniti Q45 review from North America

Mr. Mark C. McNabb

Vice President

General Manager, Infiniti Division.

Dear Mark.

In addition to completing the survey you recently sent me I feel it necessary to send you a personal letter describing my complete dissatisfaction in my 2002 Q45 as well as the overall service problems I have had with Pinnacle Infiniti.

Let me first say that my service representative Johnny Gumpf and the other service staff at Pinnacle have been extremely courteous and professional at all times. However, after six service trips in addition to required scheduled maintenance I have reached my limits of toleration for the ongoing problems.

After having leased two luxury vehicles prior to this (both Mercedes) I have come to realize that either Infiniti produces an extremely poor quality vehicle or I have been sold a “lemon”. When I leased this vehicle I was sold on the luxury, mechanical, and technology features as well as the promise of “top quality” service. For the amount of money that I am paying for this lease I surely expected much more in all categories. I can honestly say that I have never been more disappointed in my eight years of leasing luxury vehicles.

As CEO of a Company based in Newport Beach California I commute on occasion by car and specifically leased this vehicle with that in mind.

I have yet to use the vehicle for this purpose because it has either been in the shop or I have not felt confident that it is reliable enough to make the trip.

I leased the vehicle in late July and within 30 days had it in two times for maintenance that included a complete rebuild of the air conditioning system.

I have since had it in for numerous repairs and service of various accessory items only some of which have been fixed. Most recently I have had four separate appointments to fix a problem with a power steering line that has still not been fixed. I will be taking it in again this week to try and have the problem resolved; although I have no confidence that this will be accomplished. In fact the problem has steadily increased since the first attempt to fix it back in September.

At this point I must insist that the existing problems be resolved immediately or I want this vehicle replaced. In addition to this I want some form of guarantee for the future service of this vehicle. I refuse to drive it under the current conditions, it is new and I still have 2 ½ years left on this lease. This problem is costing me time, money, and most of all it is aggravating.

If Infiniti or the Pinnacle dealership is unable or unwilling to resolve this within a reasonable amount of time I will be forced to seek other remedies.