ComplaintsforNalley Infiniti of Atlanta

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint due to my extreme dissatisfaction with the delivery and subsequent issues encountered with my new 2024 Infiniti QX50, which was intended as a replacement vehicle for my previous model year 2023 QX50. This vehicle was replaced due to a persistent squeaking noise when stopping. However, the replacement vehicle not only exhibits the same issue but also has additional problems, notably pulling to the right and an incorrect mileage disclosure.Upon the vehicle's delivery, I was shocked to discover the odometer reading was 803 miles, a significant discrepancy from the 6 miles I was assured by the arbitration specialist, ***************************, during our conversation on January 4, 2024, at 9:18 am. This incorrect mileage was not only communicated to me but was also inaccurately reported to the lienholder and erroneously listed on the buyer's order.The vehicle's condition suggests it may have been used as a loaner, evidenced by the high mileage and pre-existing Bluetooth connections found in the vehicle's system. Additionally, the car is experiencing alignment issues, as it pulls to the right, and the brakes are emitting a squeaking noise similar to the issue with my previous vehicle.I have informed the dealership and ***************************, the arbitration specialist, of these issues and have clearly stated my intention to seek legal advice should these matters not be resolved to my satisfaction. Through this complaint, I seek the BBB's assistance in mediating a resolution that addresses all the issues outlined, ensuring that the necessary repairs are made, and that the dealership adheres to ethical standards of transparency and customer service.

  

  Business response

  02/27/2024

  We are sorry to learn of these concerns and your experience with Infiniti. You will be contacted shortly to help work towards a resolution. Thanks  

  Customer response

  02/27/2024

   
  Complaint: 21350523
  
  I am rejecting this response because: the sales manager reached out via email with no follow up. A case manager from consumer affairs reached out and left a message; I returned the call left a message with best contact and time, again, no follow up or response. 
  
  Sincerely,
  
  Sarina Forest

  

  Business response

  02/28/2024

  I'm sorry for the misunderstanding on our side. I see where the sales manager and yourself had 2 way communication at 7:06pm and 7:09pm yesterday. We are in contact with INFINITI to help support your concerns. 

• Initial Complaint

  12/27/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Nalley Infiniti sent me a marketing letter that begins with "According to our records, your timely payment history on your automobile qualifies you to terminate the loan or lease on your vehicle early. I don't have a loan or lease on an Infiniti (and don't even own either) so I called to find out what records they might have. *********************** sent the letter so I asked for him. After several minutes, he admitted that the dealership doesn't have any records on a lease or loan but didn't think the letter was misleading or fraudulent. I would like like the dealership to remove me from their marketing database and stop sending out fraudulent marketing materials.

  

  Business response

  12/27/2023

  Thank you for reaching out to us via this resource. The stores efforts are to support our guests in the most professional / ethical direction while delivering an experience above and beyond all other businesses, in every market. We understand the individual concerns and respectfully did a deeper dive to help generate a better view of this situation. ********************** previously owned a 2012 QX56 (VIN: *****************). During a call into our location today with ****, we discovered a clue that *** have identified what generated this concern. Ownership a QX80 (QX56) was acknowledged. It also was stated that the reason an INFINITI wouldnt ever be purchased again is because the catalytic converter went out at ****** miles and wasnt covered under warranty. When the complaint was filed with INFINITI as an attempt to get this paid for by INFINITI or the store, it was denied. Our team understands this frustration in the past. As we fast forward to the mail piece that was received, records indicated former owner of this specific brand. The mail efforts were to connect with ********************** to simply educate him on certain initiatives and incentives to support him with a reduction in the financial cost to purchase a new INFINITI. We have honored the request mentioned to remove him from any further efforts to save him money on a new or newer INFINITI.  

  Customer response

  01/01/2024

   
  Complaint: 21060125
  
  I am rejecting this response because:

  The implication that the issue with the catalytic converter contributed to my concern with your misleading marketing materials is offensive.  This response reflects a lack of respect for Infiniti customers and questionable ethics.   This tactic of diverting the question is commonly used by politicians as a way to attack the person asking the question.  

  You did not address the issue I called about.  The letter indicated that my "timely payment history on your automobile qualifies you to terminate the loan or lease on your vehicle early".  I questioned how Nalley would know the history of my car payments.  **** wasn't able to confirm they were in possession of records of my past loan, but didn't think making this statement was misleading.  The letter went on to state that I was "one of only a few select creditworthy participants with the opportunity to terminate your existing auto loan or lease prior to maturity..." when it was apparent from my call with **** that the dealership wasn't aware I had paid off my loan and they had not done a credit check to know my creditworthiness.  In my opinion, making false statements without supporting data (as **** admitted) is misleading and not consistent with reputable business practices.

  I would like Nalley to confirm or deny having records on my creditworthiness, payment history, and date of maturity of my loan -- three pieces of information the letter states they have.

  Sincerely,
  
  *************************

  

  Business response

  01/05/2024

  ********************** requests that Nalley confirm or deny having records on his creditworthiness, payment history, and date of maturity of his loan.  Assuming ******************** is asking whether Nalley has specific account information related to a former loan he obtained,Nalley can confirm that it does not have any such records.  However,Nalley notes that from time to time it engages in direct mail marketing to qualified consumers based on name and address information obtained from third parties.  ****************** request, Nalley will remove ********************** from its mailing list.

  Customer response

  01/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Nalley has admitted in writing that their marketing materials include untrue statements.  I will forward this admission to Nissan.

  Sincerely,
  
  *************************

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing this letter in need of desperate help please. My name is *******************************. My daughter ******************************* purchased a vehicle not to mention her first vehicle from ************************* on July 25 2023. She was actually at your location to look at another car,But they recommended the **** When she purchased the car the check engine light was on which should of been a red flag but she didn't know any better. She was told the problem was an O2 sensor, and that they would fix that. However unfortunately about two weeks later she started having other issues with the car. We drove it back to Nalley Infiniti just to be told that there wasn't anything they could do. That we would need to take it to *** in ******** which we did. Before I go any further just wanted you to know that my daughter did purchase a warranty. Once at *** we talked to ***** the service manager and informed him to diagnose the problem and inform us if it's covered under warranty, and he agreed. A week later ***** emails us all the things that are wrong Alignment, Brake Fluid Exchange, Camshaft Sensor, Cold Start Injector, ********************* ************************ Engine Air Filter Replacement, Resurface Front Rotors,Resurface Rear Rotors,Rotate and Balance Tires, Spark Plug Replacement and Drive Belt. And yesss you guessed it none of this is covered under warranty. As you probably could imagine my daughter was very very very upset being she had just saved to come up with the deposit to get the car and didn't have anything left. So it sat there for about two weeks before we were able to have it towed to our personal mechanic. Not to mention ***** never told us that we'd have to pay a diagnose fee of $200.00. We finally payed that and got it towed. ************ did an engine diagnostic test and we couldn't believe that non of the things that *** had reported were wrong with the car. Come to find out it's the Timing Chain and all it's components that need to be replaced. My husband spoke to(*****) an injuster from the warranty company and she stated that would be covered under warranty. Later to find out that her manager said it wasn't. We have also found out that unfortunately there have been several recalls on this vehicle. One being the Engine Crank Shaft not being properly heated causing it to be fracture prone. Also a defective pedal accelator position sensor. There are many others, but these are the two that have an effect on whats going on now. We have called and spoken with ****** several times about getting a print out of all the work he said was done to the vehicle. To this day we still haven't received anything. We are good people and just want to be treated the same. Not one time have I come off rude to any of your employees. All we're asking for is for our daughter's car to be fixed please. Or if she can return it for something else. Either option would be great being she didn't even have the car long at all. She wasn't even able to get the emissions done because the check engine light was on. I myself thought that you all would of done that when she purchased the car. Please please please let's talk to come up with a solution to make this right for *******. **** has been killing her pockets going back and forth to work and school(Georgia State). Again this is her very first vehicle purchase and I would hate for her to be traumatized from this entire experience. Looking forward to hearing back from you soon.

  

  Business response

  10/14/2023

  Good afternoon - the team onsite is aware of the concern. On Wednesday **** communication was provided, in response to an email from the guest, with details. We will reach out to discuss further so everyone can work together towards a solution. 

  Customer response

  10/14/2023

   
  Complaint: 20731796
  
  I am rejecting this response because: Unfortunately they have not tried to resolve this situation. First off the date is wrong, they reached out to me on 10-11-23. And the only thing they sent is the information that I had been asking for. Which was what they so called had fixed.  I sent them an reply back and still haven't received a call or email back. Again I'll say this car has had a few recalls that haven't been fixed and a few other issues going on. On one report they claimed they had done the emissions on the vehicle, which is false .  I have attached the email that they sent and how I responded back. Right now all we want to do is drop the car back off and for ******* to please review a refund and gave it not affect her credit. We don't trust this dealership. It's kind of strange that ***** no longer works there, I guess his conscience got to him. It's a shame we never thought this would happen and we'd be treated like this. Again I guess were not important anymore. 
  
  Sincerely,
  
  *******************************

  

  Business response

  10/16/2023

  I apologize for the typo indicating a date of ****. The team has confirmed they are actively engaged with you to help resolve this. 

  Customer response

  10/17/2023

   
  Complaint: 20731796
  
  I am rejecting this response because: Good evening. ************************* has now been reaching out to me, which we appreciate. However, **** has been without a running car for almost two months now ! I never thought she'd be in this situation. The back and fourth with emails and talking is now getting a bit old. She needs her vehicle to be fixed, please. Uber is costing them more than the car note. Not to mention, she's paying for a car that's not even running.************ still has the car, and we would really appreciate it if you all would give him the okay to make the necessary repairs. Also, **** really needs a loaner vehicle from you all, please, until her's gets fixed. We also received the run around with this situation in the beginning, in regards to her getting a loaner. However, I would hope she'd be made priority with receiving a loaner this time . Please please please give her a loaner and make this right and fix her vehicle. Looking forward to hearing back from you soon. 
  
  Sincerely,
  *******************************

  

  Business response

  10/26/2023

  A loaner has been provided with all efforts to fulfill the concern 

  Customer response

  10/31/2023

   
  Complaint: 20731796
  
  I am rejecting this response because:Yes they have finally given us a loaner after over a month, and we truly appreciate tthat.Now just waiting to get my daughter's car fixed correctly. We're praying they do the right thing. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 2022, I brought a 2015 Infinity QX60 from Nalley INFINITI Atlanta with the agreement the following things would be repaired. Ticking sound from engine, damaged seats, remove the cigarettes' smell. I was lead to believe that it was all minor and could be fixed inhouse. After 60 days, the repairs had not been done. With a 30 day notice to fix the repairs or take back the car, my request went unanswered. To date, I have spent $2375 on repairs and want to be reimbursed. I want to be paid $1700 on additional repairs pending. Or, Nalley can do it. I have messages from ****** and ** promising these repairs would be done and paid for by Nalley.

  

  Business response

  03/13/2023

  Good morning:

  Our managers are researching this today with plans of connecting with the guest.

  Thank You

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description of Complaint:*********************** reached out to me regarding turning my leased vehicle in early. We went in on 7/23 for him to evaluate the vehicle. He did so and offered to pay the remaining lease balance and give me a check for almost $8000 to turn the vehicle in early. We agreed to bring the car in to turn it in on 7/26. We did so and turned the vehicle in to him on that day. Same condition, same deal was made. I was told that it would take a few days for everything to process and I could pick my check up at the dealership in a few days. It is now 8/10. My account is not closed/paid off. They are seeking payment from me. I have not received the check that was promised. They have had the vehicle for 2 weeks and have not held up their end of the deal in any way. **** has stopped communicating with me completely. I have left messages for GM *********************** and he has not returned my calls. I do not know where else to turn at this point.

  

  Business response

  08/11/2022

  We are currently in communication with our customer to bring a resolution. We appreciate this being brought to our attention and apologize for the delay.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2016 Infiniti QX80 on February 28, 2020, and an extended warranty for 72 months (the term of the financed loan) at the recommendations of the finance manager, *******************, which covered the entire vehicle per the purchase contract. The loan was paid off on February 11, 2022 (4 years early) and i am due a prorated refund. I have called the dealership several times and left messages for ******************* and the other finance manager, **********, to inquire about this refund but neither have returned my calls.

  

  Business response

  02/15/2022

  Thank you for bringing this to our attention.  While we strive for excellent customer service with each transaction, we apologize that we were not quicker with handling this matter.  We have reached out to our customer and have this now resolved.    

  Customer response

  02/15/2022

   
  Complaint: 16765854
  
  I am rejecting this response because:

  One of the finance managers called and requested documentation of the odometer reading, but the issue has not been resolved because I have not received the warranty refund.
  
  Sincerely,
  
  ****** And *****************************

  

  Business response

  02/16/2022

  Thank you for your response.   Unfortunately, the odometer statement is required by the warranty company in order to proceed with the cancellation. Once we have the statement, we will expedite the cancellation so that the refund can be issued.  We do understand this process is frustrating and want to assure you we are happy to help as quickly as possible. 

  Customer response

  02/16/2022

   
  Complaint: 16765854
  
  I am rejecting this response because: I sent the odometer reading to the finance manager on 2/15/2022 and have now attached it to this response in hopes of an expedited response from the company.
  
  Sincerely,
  
  ****** and *****************************

  

  Business response

  03/17/2022

   This situation has been resolved and we have received the forms needed. All of her documents have been turned into acct with a 6-8 weeks processing time from 2/22/22. We apologize for the delay in responding. Thank you 

  Customer response

  03/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** And *****************************

  Customer response

  04/18/2022

  I purchased an auto on February 28, 2020 and paid it off early in February 2022. I am due a refund for the warranty I purchased. I filed a complaint (complaint ID: ********) in February 2022 and the company assured me that this situation was resolved because they had received the necessary form from me to process the refund and it was turned in to their accounts department and the processing time would be 6-8 weeks. It has been almost 8 weeks and I have not heard from the company nor received the warranty refund.

  Customer response

  04/25/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ****** And *****************************

  

  Business response

  04/27/2022

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

   

  We have been in contact with the customer and her check is being sent via Fed Ex to arrive today. 

   

  Customer response

  04/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** And *****************************

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/16/21 at 9:30am I was informed by Infinitis service Coordinator ***** that my vehicle was ready for pick up. I responded and expressed thanks and noted that I would pick my car up after my daughter got home from school. At 1:30pm I received another text from the coordinator saying that the part for my car needed to be order and this my car was not ready to be picked up. In that same message he advised that I he could not give me a loaner vehicle as my account was flagged as not to receive one because I supposedly had traveled across state lines in one of their loaners previously. I tried calling and speaking with a manager but I was continually told that no manager was available. I then asked for more information about the flag as I am extremely positive that I have never taken one of their loaner vehicles across state lines to FL as they proclaimed. I get in a Lyft to go to the office to figure things out in person and I was shown toll both pictures of an infiniti loaner that was attached to my name in their system during the time of the picture being taken however I know for sure that is not the loaner they had given me during that time frame. The car on the picture was a sedan and the actual car that I was given was a truck. I was told that the previous service manager *************************** flagged my profile with these false accusations based on incorrect data. They tied my name to vehicle that I was not in during the time frame and continued to tell me that the part needed to fix my car is on back order and they dont know itll be in stock thus no set date for me to get my vehicle. This same dealership took my car in for service in April 2021 and for the same reasons (parts on back order) and had my car until June at which time the same service manager **** confirmed that I could pay my portion of the **** as the bulk of the damages were caused by third party vendor and I had already opened a claim with them and he was in contact the claim company ******

  

  Business response

  12/20/2021

  At Nalley Infiniti of Atlanta, we pride ourselves in providing exceptional customer service with every visit and we are happy to update you that we have resolved our customers concerns.  ************ has decided to trade in her vehicle with us and will be returning the loaner vehicle today when she picks up the new vehicle. We are very happy that we were able to assist ************ and continue to serve her with her vehicle needs. 

  Customer response

  01/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from Nalley Infiniti of Atlanta along with an extended warranty. I was told the warranty would cover all oil changes and service for as long as I had the car. I took my car in for an oil change in September at Nalley after 5-6,000 miles, I was charged for this service from the service department. After paying the ****, I asked that my service and extended warranty be cancelled because I was lied to about coverages. Finally I was able to meet with ***********************, the Finance Manager, reluctantly he agreed to cancel my service agreement and warranty. He presented a cancellation agreement for me to sign. I notice they were only willing to refund a portion of the cost of the agreements. Immediately I went to see ***********************************, the General Manager. He suggested all parties involved meet to come to an agreement. So we did; ***********************************, *************************, General Sales Manager , *******************, Finance Manager and myself met. We came to the agreement that ALL of the money I paid for the service and maintenance agreement would be refunded. The General Sales Manager, ************************* agreed to cover the amount the service contractor did not refund back. I was also told this process would take a couple of months. Here we are in December, no refund!!! No only have I not received a refund, I am unable to contact anyone from this dealership. This dealership has been a thorn in my side from day one. I just want A refund for my service agreement. Please Help!!

  

  Business response

  12/06/2021

  Thank you for the opportunity to look into this matter. Our mission is to provide an exceptional guest experience, and we feel short of that mission in regards to your cancellation.  Please know that we expect the check to go out to your lienholder by Friday.  We certainly understand how frustrating this has been and apologize for the lengthy processing times

• Initial Complaint

  11/24/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Unsuccessful getting a response RO# ******. 2weeks-Calls not returned messages left for Service manager, ******, and spoke to Matao who says he delivered the message yet no response. Request statement on invoice showing car was fine be corrected. Car was towed from nalley to another repair facility. I need a corrected invoice. My **** was paid in full. Contact me an let me know when to expect the corrected invoice

  

  Business response

  12/13/2021

  Thank you for the opportunity to look into this situation.  We are in communication with the customer and currently awaiting copies of documentation, so that we can resolve the concern. 

• Initial Complaint

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 12th of 2021, I test drove a 2011 Infiniti QX56 at Nalley Infiniti of Atlanta. Upon my test drive with the sales associate named *****, the check engine came on. I immediately asked him why is that light on, he leaned over and told me not to worry that he would get one of the technicians to look at and find out why the light came on but assured me that there was nothing major wrong with the vehicle. The next day, *********************, the Sales Manager called me and told me that I needed fuel injectors put on the truck and that's why the check engine light was on and that as long as the check engine is on, I won't be able to pass inspection. He told me that my truck wouldn't be ready for pick up until that Friday. But ***** (the sales associate) called me and told me that my truck was ready for pick up that Wednesday. I explained to him that his sales manager called me the day before and told me that it wouldn't be ready until Friday, ***** told me that the parts came in early and that it was ready. So, on January 13th, I purchased the truck. ***** told me that I was given a 90 warranty with the vehicle along with an extended warranty that I purchased with the vehicle. But January 15th, the check engine came back on again. And I've returned back to Nalley about the same problem over 5x's for the same issue. *********************** put me in multiple of their car loaners to find out what was wrong with my vehicle. But they were only trying to drag out my 90 warranty so that they wouldn't have to replace anything and that all responsibility would fall on me. They had my truck from April 2021 until August 2021. And when they told me what my truck needed to be repaired and that they refused to repair it complimentary, I had to return the loaner car that I would use from April -Aug. Its been noted in their system of how many times I've returned my vehicle for them to repair. They even lied to me and told me that they have done multiple repairs and nothing worked. But nothing was

  

  Business response

  11/23/2021

  Thank you for reaching out. Our team is looking into this to address your concerns asap

*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. ↩