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:12/23/2024

  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 purchased a 2015 Dodge Charger SXT from Orlando Infiniti back on September 14, 2024. I was advised by the salesman the car was in great condition and no issues. When the car was shipped and I received it, it had a few issues. The car came with no emergency door key so if the battery dies, I would not be able to get into my car. All it came with is one key fob. The brakes were squealing. The sunroof deflector was broke. The air filter hose was off the intake manifold. And recently I had to replace the engine oil filter housing plus extra parts. They didn't even put the correct windshield washer fluid in because it froze. Also, I just recently received my registration for the vehicle. I called several times, left messages and sent emails to the General Sales Manager ******* ******* and he never got back to me. I was promised by *** ****** that I would be taken care of and still nothing.

  Business Response

  Date: 12/31/2024

  Good afternoon,

  I have been in communication with Mr. ********* since we were alerted on December 23rd. He & I had a conversation regarding his purchase experience. He was concerned that the vehicle was delivered with only one key fob & no blade key. I explained to him that I would request his deal file from our accounting department & review the purchase. Mr. ********* purchased a Silver Plus vehicle from Orlando INFINITI that is advertised online, on the vehicle & in dealership as a pre-reconditioned vehicle. Silver Plus vehicles are offered "As Is". Many Silver Plus vehicles have the balance of the manufacturer's warranty remaining. Silver Plus vehicles come with a comprehensive CARFAX report. All Silver Plus vehicles offer a 3 Day/300 Mile Exchange or return program. 

  Our conversation consisted of me offering to investigate if the vehicle was traded in with more than one key. Mr. ********* sent me some pictures about the condition of the vehicle. After the purchase process & during the out of state titling process, Mr. ********* interacted with a few of our employees to get his tag work processed as well. 

  I reached out via text today 12/31/2024 to Mr. ********* with updates. The vehicle was traded in to us & stocked in with only one key fob. I will offer to get a blade key cut at our expense even though this is not how the vehicle was advertised or sold. I will update the file accordingly. 

  It is our mission daily to price, advertise & disclose our vehicles to be 100% transparent. We strive for a clear understanding between the client & the dealership on every transaction.  

   

   

  Business Response

  Date: 01/02/2025

  Good afternoon,

  I have been in communication with Mr. ********* since we were alerted on December 23rd. He & I had a conversation regarding his purchase experience. He was concerned that the vehicle was delivered with only one key fob & no blade key. I explained to him that I would request his deal file from our accounting department & review the purchase. Mr. ********* purchased a Silver Plus vehicle from Orlando INFINITI that is advertised online, on the vehicle & in dealership as a pre-reconditioned vehicle. Silver Plus vehicles are offered "As Is". Many Silver Plus vehicles have the balance of the manufacturer's warranty remaining. Silver Plus vehicles come with a comprehensive CARFAX report. All Silver Plus vehicles offer a 3 Day/300 Mile Exchange or return program. 

  Our conversation consisted of me offering to investigate if the vehicle was traded in with more than one key. Mr. ********* sent me some pictures about the condition of the vehicle. After the purchase process & during the out of state titling process, Mr. ********* interacted with a few of our employees to get his tag work processed as well. 

  I reached out via text today 12/31/2024 to Mr. ********* with updates. The vehicle was traded in to us & stocked in with only one key fob. I will offer to get a blade key cut at our expense even though this is not how the vehicle was advertised or sold. I will update the file accordingly. 

  It is our mission daily to price, advertise & disclose our vehicles to be 100% transparent. We strive for a clear understanding between the client & the dealership on every transaction.  

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22724059
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 01/02/2025

  General Sales Manager ******* ******* thinks I'm only concerned about the key. That's not the main issue. As you can see in the original message there was a bunch of issues with the 2015 Dodge Charger that I purchased from his dealer, Orlando Infiniti, especially the oil leak. The issue is I spent over a $1000 to get this car in working condition. I want to be reimbursed for the money I spent to fix the vehicle. Take care of this issue.

  Business Response

  Date: 01/14/2025

   

  I don't know what to say other than what's been said in earlier responses as it relates to this complaint. The vehicle was purchased "AS-IS" no warranty. ******* ******* reached out via text on 12/31/2024 to Mr. ********* with updates. See below.

  ***** ******, Owner.

  Good afternoon,
  I have been in communication with Mr. ********* since we were alerted on December 23rd. He & I had a conversation regarding his purchase experience. He was concerned that the vehicle was delivered with only one key fob & no blade key. I explained to him that I would request his deal file from our accounting department & review the purchase. Mr. ********* purchased a Silver Plus vehicle from Orlando INFINITI that is advertised online on the vehicle & in dealership as a pre-reconditioned vehicle. Silver Plus vehicles are offered "As Is". Many Silver Plus vehicles have the balance of the manufacturer's warranty remaining. Silver Plus vehicles come with a comprehensive CARFAX report. All Silver Plus vehicles offer a 3 Day/300 Mile Exchange or return program. 
  Our conversation consisted of me offering to investigate if the vehicle was traded in with more than one key. Mr. ********* sent me some pictures about the condition of the vehicle. After the purchase process & during the out of state titling process, Mr. ********* interacted with a few of our employees to get his tag work processed as well. 
  I reached out via text today 12/31/2024 to Mr. ********* with updates. The vehicle was traded in to us & stocked in with only one key fob. I will offer to get a blade key cut at our expense even though this is not how the vehicle was advertised or sold. I will update the file accordingly. 
  It is our mission daily to price, advertise & disclose our vehicles to be 100% transparent. We strive for a clear understanding between the client & the dealership on every transaction.  

  ******* Brevard 

  
  

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22724059
  
  I am rejecting this response because Orlando Infiniti still hasn't reimbursed me for the oil leak problem which my son couldn't drive the vehicle because he didn't have the money to fix it. The vehicle had almost no oil left in the engine because Orlando Infiniti failed to advise me there was a serious oil leak. Also the sunroof wind deflector was broke and I was never told about that. The key wasn't the only issue. The dealer keeps harping on the key issue. The dealer wasn't transparent and never told me what was wrong with vehicle. All I was told was the vehicle was in great working condition with no problems. Orlando Infiniti needs to reimburse the money that was spent fixing the vehicle they sold me. That's all they need to do.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 01/23/2025

  We keep going round and round on this issue.

  The fact remains that this was an AS-IS vehicle.

  It was clearly displayed as such, both physically and virtually.

  The customer acknowledged the AS-IS status of the sale before the transaction was finalized. 

  As per our '"Bronze" program benefits, the customer had 3 Days, ********* to return the vehicle, no questions asked. They did not. 

• Initial Complaint

  Date:11/23/2024

  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.

  I purchase a vehicle at this dealership on 10/31/24, so far a horrible experience for my family. Since we have the vehicle its being on the *** dealership getting repair. Car was delivered to a location close to my house and we swap the trade for the new one. Once we drove the car around the neighborhood, we notice a rare noise on the axels. I immediately reach out the sales person, very communicative, but not his fault, and he said don't worry vehicle have warranty just get it to *** dealership to get repair. Don't know if it was the sales person idea or if he was instructed from his boss, but after spending over ****** on a used vehicle there was no curtesy to said bring it back we will take a look on it, it was point blank its sold as is. In the middle of the negotiation i was told by the sales person that every used vehicle its pass to a full inspection, obviously they cant do a certified preowned since is not an infinity vehicle, but they do something similar, they said, and there was no recall. I took the vehicle the following week since early appointment where not available and since then, i part on recall was change, tight rode something like that and now is getting the transfer case of the transmission replace, that was the noise i experience the first day. As soon the vehicle is completed i will present prove of the repairs. This situation have cause a lot of issues with transportation in my family, i have to take one of my cars out of my business to used for the family, i have lost time of work and money the pass weeks, trying to get my family taking care. Its unacceptable to deliver a car dirty, NO FULL DETAIL WAS DONE as promise, i have to spend 3 hours to full detail the car, i also found belonging from the previous owner on the vehicle. I'm want to talk to one of the manger from the dealership and i want back my 2000 down payment, to be able to cover for all this horrible experience since the vehicle was sold as good but it was NOT.

  Business Response

  Date: 11/25/2024

  To whom it may concern,

   

  When I learned of this complaint yesterday, I reached out to Mr. ***** immediately. It was a Sunday afternoon & the dealership is closed on Sunday. We spoke about the situation & agreed to speak again on Monday when I had the ability to review his transaction. After gathering all information, I emailed Mr. ***** & phoned him to review our findings. We had a nice conversation regarding the entire purchase process in detail. The vehicle is currently in ********** Winter Park having warranty work performed. He & I agreed to keep in constant communication until the situation is completed to his satisfaction.   

  I explained to Mr. ***** that I have been with Orlando INFINITI just over 22 years & we are not in the business of doing bad business. We pride ourselves on providing the finest customer service, but should there be an issue, we do not run away from the issue or turn or back to the issue. 

  We have spoken about possible remedies & agree to re-visit the situation when the vehicle is ready at **********. 

   

   

  Customer Answer

  Date: 12/06/2024

  There is no resolution on this matter at this moment, the vehicle still getting fix, ******* from inviniti will discuss with me after i get vehicle back.

  Customer Answer

  Date: 12/10/2024

  There is no resolution on this matter at this moment, the vehicle still getting fix, ******* from inviniti will discuss with me after i get vehicle back.

  Business Response

  Date: 12/10/2024

  Customer was supposed to pick up the car from *** on Friday but has not done so yet. Transmission and the tie rods have been replaced under *** warranty.

• Initial Complaint

  Date:05/12/2024

  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.

  After purchasing a warranty from Orlando Infiniti, I expected reliable service and support, but unfortunately, my experience has been disappointing. The communication from their customer service team has been misleading and dishonest , with delayed responses and vague answers to my inquiries. When I encountered an issue with my vehicle covered under the warranty, getting assistance for repairs felt like pulling a teeth it shouldn't be this difficult to get the support I paid for.Moreover, the experience has left me regretting getting warranty coverage with the Orlando Infiniti Dealership. From administrative errors in when processing and obtaining my warranty to unsolved problems, the experience has left me feeling frustrated and undervalued as a customer. ********************** needs to seriously reconsider their approach to customer service and ensure that their clients feel supported and appreciated throughout their ownership experience.

  Business Response

  Date: 05/27/2024

  This vehicle carries a rebuilt salvage title and was deemed a total loss 3/22/23.

  This customer has only visited us once. The vehicle did have an INFINITI  extended protection plan.

  The customer was anticipating all repair recommendations would be covered under the Extended Protection Plan, unfortunately it was later discovered that the vehicle had a salvage title. This discovery would negate coverage under the terms of the plan.

  We have therefore initiated a refund of the extended protection expense for the customer.

• Initial Complaint

  Date:03/22/2024

  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.

  I took my car into the dealership for service, was given a loner car. Upon returning the car I left my work shoes( HOKA) IN THE ***** CAR. Called back to ask can they retrieve them, was told thet have them and will lock them in cabinet until I pick them up. When I arrived to pick them up, was told they gsve them to another customer who called and reported that they had left some shoes. Was also told that when they retrieve items from cars they keep them until picked up, they never throw out items . I also was showed a book that they had I. The drawer for over a year with a customer's name on it. I spoke to the service manager and requested $200 dollars to replace my shoes because I don't want the shoes back if they were in the hands of another customer

  Business Response

  Date: 03/25/2024

  The customer left their shoes in our loaner vehicle, as a consequence the shoes were retrieved and placed in our lost and found.

  Although the shoes were inadvertently handed over to another customer, who had also left their shoes in our loaner vehicle, they were quickly retrieved and returned to the dealership.
  The shoes are available for the customer to pick up.

  We do not understand the customers reluctance to pick them other than for sanitary reasons.

  If that is the case, we will gladly offer to sanitize the footwear to eradicate the impediment for not collecting her shoes.

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21473808
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/01/2024

  The company has not satisfied my request. They gave my shoes ( operating room work shoes) to another customer and only offered to sanitize them and return them to me. That's not acceptable. I don't know whoes home or feet my shoes has been in or on. I don't wish to have those shoes back I could no longer wear them to work as I work as an OR NURSE AND CANT WEAR THEM TO WORK, THE ONLY RESOLUTION IS TO REPLACE THE SHOES 

  Customer Answer

  Date: 04/03/2024

  The company has not satisfied my request. They gave my shoes ( operating room work shoes) to another customer and only offered to sanitize them and return them to me. That's not acceptable. I don't know whoes home or feet my shoes has been in or on. I don't wish to have those shoes back I could no longer wear them to work as I work as an OR NURSE AND CANT WEAR THEM TO WORK, THE ONLY RESOLUTION IS TO REPLACE THE SHOES 

  Business Response

  Date: 04/03/2024

  The shoes were not worn by anyone else and were still in the plastic bag that we put them in when the customer left them in our loaner vehicle.

  Let's not forget, the shoes were left in our loaner vehicle by the customer. This is not a sterile environment which would have required the shoes be disinfected if they were later intended to be used in a medical operating theatre setting.    

  CDC Guidance for Personal Protective Equipment such as shoes recommends the following: To disinfect your shoes, sit down in the clean chair. This will be designated as the clean chair. Use EPA-registered disinfectant wipes to thoroughly disinfect all the surfaces of your shoes, moving from top to bottom and including the soles.

  Customer Answer

  Date: 04/03/2024

  The shoes were never left in a plastic bag in the loner car they were on the floor in the backseat, Obviously the cars are not being cleaned and sanitized as required, if so the shoes would have been recovered before the vehicle being handed off to another customer, as said. Also if the shoes was taking out of the car before the car being loned to another customer, and then given to the customer as they came back requesting the shoes that they had left as I was told, then yes the shoes could have been worn, also been in the company of pets, which contains hair and fleas to which no I can't take them back to the OPERATING ROOM, IF YOU WERE TO HAVE A SURGICAL PROCEDURE DONE, YOU WOULDN'T WANT THAT KIND OF CARE FOR YOU. I APOLOGIZE IF I LIKE TO UPHOLD GOOD PATIENT CARE ETHICS. IF THEY WERE IN A LOCKED CABINETAS I WAS TOLD THEN THEY WERE NOT IN CONTACT WITH ANY ANIMALS SO I WOULDN'T HAVE TO WORRY ABOUT THAT PROBLEM 

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21473808
  
  I am rejecting this response because:The shoes were never left in a plastic bag in the loner car they were on the floor in the backseat, Obviously the cars are not being cleaned and sanitized as required, if so the shoes would have been recovered before the vehicle being handed off to another customer, as said. Also if the shoes was taking out of the car before the car being loned to another customer, and then given to the customer as they came back requesting the shoes that they had left as I was told, then yes the shoes could have been worn, also been in the company of pets, which contains hair and fleas to which no I can't take them back to the OPERATING ROOM, IF YOU WERE TO HAVE A SURGICAL PROCEDURE DONE, YOU WOULDN'T WANT THAT KIND OF CARE FOR YOU. I APOLOGIZE IF I LIKE TO UPHOLD GOOD PATIENT CARE ETHICS. IF THEY WERE IN A LOCKED CABINETAS I WAS TOLD THEN THEY WERE NOT IN CONTACT WITH ANY ANIMALS SO I WOULDN'T HAVE TO WORRY ABOUT THAT PROBLEM 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/04/2024

  I now see that infiniti of orlando doesn't value their customers as well as their employees due to high staffing turnovers, I will get my  vehicle serviced elsewhere 

• Initial Complaint

  Date:08/04/2022

  Type:Delivery 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 took my 2018 infinity qx30 to the service department for water leak repair They informed me that they had to remove my back seats to get to the problem. The issue was resolved after having my car for about a week. Once I took my car home I noticed my head rest rear driver side was missing I called them and they looked but was unable to find it They have been putting me off for a year about this issue and to this day I still haven't received my new head rest. I always call and leave messages but no one answered I just want my head rest replaced or give me money so I can try to replace it myself. Thanks

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/08) */ The customer reported a missing headrest after a water repair was made to the vehicle. According to the customer, the headrest was in the vehicle when she brought the vehicle to us. Our service director spoke with her and we ordered the part. The vendor that INFINITI uses cannot get the materials to make a new one. Our parts manager spoke to this customer this pass Thursday and let her know the headrest was on back-order. The black Napa leather is unique to her vehicle and this model is no longer made. We are searching for a used option, but it is difficult because of the interior package she has on her vehicle. We have not ceased our efforts to resolve this concern

• Initial Complaint

  Date:05/28/2022

  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.

  Purchased 2016 Infiniti q50 at another dealership at 27,000 miles I had all maintenance done at Infiniti Orlando turbos were just replaced in January 2022 4 months later the car engine needs to be replaced I'm still under power train warranty for 5,000 more miles they have denied my claim due to engine sludge meanwhile car is up to date on all oil changes and services provided by Orlando Infiniti since the car was purchased oil was just changed less then 5,000 miles ago and never once have I had any engine sludge of the least bit nor have the dealer ever mentioned anything like I said turbos were just replaced and now this happens I have owned the car for 3 years and have put less the 40000 miles on it please help thank you

  Business Response

  Date: 06/21/2022

  Business Response /* (1000, 5, 2022/06/01) */ Contact Name and Title: JAMES **** Contact Phone: XXXXXXXXXX Contact Email: *****@nationwidemotors.net I am unable to find this person in our data base using his email, name or phone number. I may be able to help more with a vehicle identification number. Thank you Consumer Response /* (3000, 7, 2022/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not my dealership my dealership is in Orlando florida my vin number is ***********XXXXXX Business Response /* (1000, 16, 2022/06/10) */ We have escalated your concern to the manufacture and will communicate their response as soon as we have one in hand.