Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/2022, they sold my 19 year old a car with a massive oil leak, no oil in the engine, a broken transmission, needing a new alternator, lights that didnt work. On and on. $6,000 later and his entire savings gone to get it fixed. Literally two days after he bought it. They refused to fix anything. This is dangerous and unsafe to knowingly sell an unsafe car to a teenager. Please contact for pictures.

  Business Response

  Date: 12/12/2023

  We need full customer name ,type of vehicle vin # to vehicle to look up purchase 

• Initial Complaint

  Date:05/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used car on Feb. 26, 2023 at Carite in Cocoa, Fl. I also purchased an extended warranty for the car and was told that a specific mechanic accepted it. When I took it to said mechanic for an oil pump, the mechanic informed me that they no longer accepted the warranty. Found a VW Dealership that accepted it. After the mechanic looked at the vehicle, he informed me that the engine was bad and that there was no way that the dealership would not have known that the engine was bad and unsafe to drive. The mechanic also informed me that because there was so much wrong with the engine, the warranty company would not cover it. The mechanic said that the vehicle was unsafe to drive and should not have even been sold.

  Business Response

  Date: 05/10/2023

  The customer purchased this vehicle on 02/25/2023, all vehicles are sold AS-IS and the customer has the option as well to take the vehicle to a mechanic of their choice to have it inspected should they chose to do so. The vehicle was operating properly and ran perfectly upon the customer purchasing the vehicle and taking delivery. We cannot foretell what may or may not happen with any vehicle as they are machines and require maintenance and upkeep by the owner of the vehicle. Every customer is provided and explained that the vehicle is sold as is and they are fully responsible for any mechanical issues after the sale/delivery of vehicle to the customer. The warranty that was provided to the customer is also the one provided by the lender. All vehicle sales are final.  As well as with any dealer across the United States, when a customer purchases a vehicle, it is ultimately their responsibility for all the repairs to the vehicle that may arise after the sell. The customer came by the dealership yesterday to speak to our General Manager; however, he became unwilling when the person with her began making threats to our employees and business by bringing her possie to our business. The customer was then asked to leave and not return to the property. We are always willing to help give a customer advice on any issue they are having with their vehicle and recommend reputable mechanics to use.  However, we do not tolerate people threating our employees or our business.  As with any automotive dealer in the U.S. we do not offer refunds after the purchase or two and half months later. We are willing to speak to a person who remains calm and treats us with respect, and help in any way we can. I have attached the documents the customer signed stating the vehicle was sold AS-IS, as well as Responsibilities After the Purchase of the vehicle.   

• Initial Complaint

  Date:05/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used vehicle 2019 Infiniti with 39,000 miles for $30,000. It still was under manufacturer warranty. Was told it was a certified used car from Infiniti of Melbourne And I also purchased an extended warranty. I was also shown the car fax .Before I took it off the lot the check engine light came on . Voiced my concern to Josh the manager and he checked it out and said it was because of the gas cap wasn’t on tight. I put down $5000. The next day the check engine came on again. But they were closed.the next day went there and told Josh about it and he said we’ll make it right. Made an appt with infinity of Melbourne for 4/6/23. On 4/13 received a text from Rob from Infiniti saying that the engine needs to be replaced as well as the twin turbos. Josh then tried to get my warranty I had purchased involved and come to find out Infiniti manufacturer warranty will not fix it and then GWC warranty said they would not cover it after talking to Infiniti who states they wouldn’t certify that car because the engine was full of sludge, rust and coolant. And oh yeah, I was told by Josh that he had purchased the car from Infiniti of Melbourne when in fact he had purchased it from an auction after Infiniti sold it to the auction.Infiniti said they would not sell that car to consumers with all the engine issues. This is just terrible, we tried to take the car back to carite I don’t want it anymore. Josh said he can’t do anything about it and told me I should blame Infiniti and the GWC warranty! I am a victim of fraud

  Business Response

  Date: 05/01/2023

  This customer has misstated many things here. Never did we tell them the vehicle was purchased from Infinity. In fact, the customer never asked where it came from. This never came up at all. We do not make it a habit of discussing where we purchase vehicles. We do however provide *** ***es and allow a customer to take a vehicle to their own mechanic to inspect before a purchase if they desire to. After the customer bought the car, the next day we received a call stating a light came on. They took it to Infinity and Infinity told them that the manufacturers warranty was not covering any issues with the vehicle. The customer then came in and was given the *** *** showing that Infinity of Melbourne certified this vehicle just days before selling it at the auction, did oil changes, maintenance etc. This information was the same information we use that provides knowledge of every vehicles history. Unfortunately the Infinity dealer said that the *** *** is wrong and told the customer that ****** was wrong. We called *** *** and *** *** said the information showing this was a certified vehicle was accurate and only an Infinity dealer could have entered the fact it was a certified pre-owned vehicle and sent that information to *** *** themselves. We have tried to accommodate this customer as much as possible and even paid for their inspection even know it wasn't agreed upon to do that at the time of sale. We are sorry they are having issues with the vehicle. We also rely on *** *** for information and *** *** clearly states that this vehicle was a certified pre-owned vehicle just days before we purchased it. The *** *** is attached and clearly shows that Infinity certified this vehicle on January 11th 2023, then sold it to us at the auction on January 24th/25th 2023-even though infinity is telling this customer that we are wrong and they didn't certify this vehicle. For infinity to certify a vehicle it must pass a vigorous inspection and even at auction Infinity represented this vehicle as green light, low mileage with no issues. We are providing the documentation that the customer signed that they understood the vehicle was Sold As IS, they as well sign a document Responsibilities of Repairs After the Purchase - that states the customer has the opportunity to have the vehicle inspected by an independent mechanic of their choice should they chose to prior to the purchase. Buyer's Guide stating vehicle sold as is & the we owe stating no additional equipment owed or promised. We have provided everything we can to the customer to help them resolve the issue with Infinity of Melbourne since they were the dealer who Certified the vehicle as CPO unit. We have also verified with ****** that Infinity of Melbourne did in fact report the vehicle as Certified Pre-Owned Unit. We feel that we have not done anything immoral, as we would rely on the information that  is provided in the ****** report to make a decision to retail a vehicle.  Unknown to us Infinity of Melbourne provided the customer with a  repair order document on the same day the customer took the vehicle there for inspection that we paid for after the purchase, that stated on January 10, 2023 that the engine warranty was declined previously on 11/22/2022, yet they reported clearly to ****** that the vehicle was Certified Pre-Owned Vehicle on January 11, 2023, the very next day.  

  Customer Answer

  Date: 05/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Complaint: ********
  
  I am rejecting this response because:
  ******* ( whoever this is) was not there, he doesn’t know what was said to both me and my son. We WERE TOLD it came from Infiniti of Melbourne and then we were shown the ****** and proving it was certified . Why would I make that up? The fact that Josh never mentioned to him that the check engine light came on during the test drive and he told us it was the gas cap causing is telling. I guess he leaves out parts that he doesn’t want  Izarry and bbb to know. Josh looked me in the eyes and said it ”we’ll make it right”. When he said that I felt reassured buying the car.  He first sent us to his mechanic  who said it was more than he could handle . So he made the appt with Infiniti of Melbourne and we got a text to confirm it. That is how he could out we had an appt. 
  I find it odd that Carite is comparing Me (a consumer)  to them ( a dealer) when it come to purchasing a vehicle. Didn’t they do a diagnostics on the car before they purchased it???   And since I found out the car was  bought it from an auction, I’m sure they didn’t pay $ 30,000! The auto auction knew about the engine too. The DBS data base which car dealers use and Carite has access to shows the engine problems when it went to auction. Why would Carite soley rely on the ****** when they have access to the DBS.
  I’m relying on honesty and integrity as a consumer.
  
  Sincerely,
  
  ****** ******
  

  Business Response

  Date: 05/03/2023

  Good morning, in response to this, we have no idea who ********* is. There is no person by this name employed at Carite of Cocoa, and we have never employed anyone by that name. In response, we did not discuss where the vehicle came from or where we bought the vehicle from until after the customer came in and told us that Infiniti of Melbourne told them that there were issues with the vehicle.  When the customer told us about the check engine light, we accommodated the customer by assisting them with scheduling an appointment, providing the ****** stating that Infiniti of Melbourne reported as Certified Pre-Owned vehicle to ******, and as well paid for the bill for the diagnostic fee to have Infiniti of Melbourne look at the vehicle. In response to the next thing this customer mentioned, the customer is again incorrect and we in no way shape or form were informed by the auction or Infinity that there were any problems whatsoever with the vehicle. If we would have been aware of any issues, we would have never bought the vehicle. Infinity represented this vehicle under what’s called “GREEN LIGHT” at the auction which means Infiniti of Melbourne misrepresented the vehicle at auction and sold the vehicle knowing the history and having all this documentation they provided to the customer. If Infinity would have provided the auction correct information about the vehicle history and been forthcoming with the auction, the auction would have run this vehicle under “RED LIGHT” and announced engine issues. Again, we are sorry this customer is having mechanical and warranty issues. However, we in no way did anything wrong and in fact have been accommodating and have tried to provide as much assistance to the customer as possible. Even paying for diagnostic fees, and providing documents showing everything we had been provided about the vehicle. We are attaching more documents to show BBB and the customer that If the Infinity dealer told the customer that the auction knew about the engine too then that is just another false statement that Infinity of Melbourne has told the customer. Infinity seems to be covering themselves by misstating truths to the customer, if in fact Infiniti of Melbourne told the customer these things the customer is saying. We are also now providing the documents showing that the auction DID NOT know about any mechanical issues and also clearly showing that the selling dealer Infiniti of Melbourne represented this vehicle as “green light” with no mechanical/engine issues. Again, if any of the things Infinity is stating to the customer were factual, we would have never bought a vehicle with mechanical issues. We never had any issues with this vehicle, nor found out anything at all was wrong with this vehicle until after the sale. We sold this vehicle in good faith, have been honest, helpful, accommodating, and understanding. We assisted with appointments, diagnostics, and also provided much information after the sale to show the customer the vehicle history. Lastly, in the attached document you will see the auctions stance and see clearly that Infinity of Melbourne sold this vehicle under green light. Yes, the vehicle was inspected. We paid for PSI (Post Sale Inspection) at the auction. When a dealer pays for what’s called a post-sale inspection, that is the auction saying that there are no issues with the vehicle. It was purchased GREEN LIGHT meaning the seller Infinity of Melbourne DID NOT report or request an announcement that there were any issues with the vehicle. So, this again clearly shows the dishonesty of Infiniti of Melbourne if that dealer is in fact saying these things to the customer. We as well believe that the dealer that reported the vehicle as Certified Pre-Owned to ****** as well reported that there were no issues at the sale of the auction Infinity of Melbourne should honor the manufacturer’s warranty because they sold the vehicle announcing no issues even though they provided the customer information clearly showing they were not only being dishonest with the customer now but upon purchase of the vehicle from the auction as well. We would never knowingly do the things this customer is saying and we are sorry the customer is having to deal with it. However, we did nothing wrong and the customer is just being given incorrect information that is very misleading from Melbourne of Infiniti.

  
  In regards to the customers question of a diagnostics by Carite, we paid for a Post Sale Inspection, in which is completed by certified mechanic at the auction to ensure the dealer who is purchasing the vehicle that there are no mechanical issues. In responses to the customers statement that dealers have access to a DBS data base to access showing engine issues is just incorrect. We have a DMS (Dealer Management System) sometimes call a DBS (Dealer Data Base), however only the owning dealer of that vehicle who owns the vehicle at that time or anytime after they sell the vehicle has access to that information. Dealerships are not provided with any way what so ever to access a data base about another dealer’s inventory, pricing, service history or anything else about that dealer’s inventory in any way.

  
  Carite, just like any other new or used dealership relies upon the selling dealer of a vehicle to provide the auction with the proper information (Green Light – no issues) (Red Light- mechanical issues) and announcements from the auction as well as the information reported to ****** by the dealer, and a Post Sale Inspection from the auction when purchasing a vehicle.
  We are providing the receipt from the auction where Infiniti of Melbourne was the seller – sold the vehicle Green Light and did not request ANY announcements to be made by the auction in regards to ANY mechanical issues with the vehicle. 

• Initial Complaint

  Date:03/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son and I went to this dealership to get help purchasing a vehicle last month. In choosing a car that he liked, he was going to test drive it, my son and I noticed the check engine light on during the test drive, however the salesman said it was nothing and cleared the code and the light went off. I questioned it, and he said " if anything were to go wrong since my son would purchase the warranty, he could go to a shop and get it repaired with this warranty. My son did purchase this vehicle and two days later the light came back on, and the car did a shaking of some sort. We contacted dealership and was told to take it to a shop of our choice, in which we did, but the warranty was null and void. The issue with the car was not covered. The car needed repair so my son had to pay out of pocket with no help or concern from this establishment. With no help my wife went on and put a complaint on their review board. The salesman then contacted my son saying if my wife took the comment down he would give my son $600 worth of detailing. If they felt they did no wrong or didn't deceive my son why offer him that, knowing he paid $1200 out of pocket to get the vehicle fixed? They didn't even offer half of the money back, just a detailing of his vehicle. We as parents are outraged that hard working poor people are being deceived in this way! We just want what is fair, half his money back for the deception, and an honest selling of cars. The company Ally that the warranty was purchased through also just took money knowing they would not cover any issues that would come up with this vehicle. They need to be looked at also. Thank you.

  Business Response

  Date: 03/16/2023

  All vehicles are sold as is and this is explained in detail when the customer signs the paperwork. That after the purchase Carite of Cocoa does not and is not responsible for the ongoing repairs to the vehicle. This customer did however purchase a warranty that was not null & void, it unfortunately covers most things but did not cover this particular issue with the vehicle. We recently spoke with the son and he stated he understood that, that it was his parent who was upset. We have no documentation of light being on (we document any agreement on the We Owe - if we have agreed to address any issue the customer has brought to our attention and we agree to address it after the sale).   The son is the customer that we sold the vehicle to, not the person writing this complaint.

  Anytime a customer purchases a vehicle we make sure they are aware that the vehicle is sold AS IS, they sign documentation stating that as well. Any customer may request to have a 3rd party inspect the vehicle prior to purchasing (this is also in writing as well and signed by the customer). We always recommend that a customer purchase an extended warranty with a used vehicle as we can not predict issues that may occur after the purchase, and unfortunately an extended warranty covers most things but does not cover every part of the vehicle. It is unfortunate that this issue occurred after the purchase, but again the customer always has the option to get the vehicle looked at by a 3rd party mechanic prior to the purchase to address any issue, if they forego that, they are agreeing to purchase the vehicle AS IS and be responsible if any mechanical failures happen after the sale even if it is not covered under the warranty.

  I have attached  3 documents that the purchaser signed the day of the transaction.

  Buyer's Order - which states the vehicles is AS IS with the dealer not providing any warranty on the vehicle from the dealership and is not responsible for any repairs regardless of any oral statements about the vehicle (all warranties sold on the vehicle are 3rd party and are sold on behalf of the warranty company by Carite of Cocoa). 

   Responsibilities of Repairs After the Purchase which clearly states the customer is purchasing the vehicle AS IS, that they have the opportunity to inspect the vehicle themselves, and as well can have an independent mechanic inspect the vehicle at their expense prior to purchase. And, that Carite of Cocoa does not pay for repairs after the purchase of the vehicle. Both of which the customer signed the day they purchased the vehicle.

  We Owe - Showing we owed no additional equipment and made no agreements to repair anything after the purchase (as we list anything the dealer agrees to repair on this document as well). 

• Initial Complaint

  Date:02/16/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found a car listed for $1 online. I locked the price in online and they will not honor the price. Here is the link. **********************************************************************************************

  Business Response

  Date: 02/16/2023

  The vehicles had just been brought into our inventory, we explained to the customer over the phone that it was priced that way in error. Our website does provide the following disclaimer:  All prices are subject to change at any time. Although we GUARANTEE YOU OUR VERY LOWEST PRICE & make every effort to ensure accurate pricing, Carite of Cocoa is not responsible for mistakes in pricing as we use 3rd party vendors and mistakes do happen. Prices do not include taxes, doc fee, title fees, trade allowance, and may be subject to additional fees above and beyond the online price. Get the vehicle you want and we will make sure we fit it in your budget! See dealer for details. The vehicle is a 2018 Audi Q5 which is a $32931 vehicle. We have since updated the price to reflect as such. To think that this vehicle is $1 is preposterous.