ComplaintsforGregory Infiniti

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 5th, 2024, We purchased a Certified preowned vehicle (***) from ******** Infinity- the vehicle is 2019 Infinity QX80 with a little over 80k miles. *** vehicle was advertised as *** and therefore had a higher thannusual price given the anticipated inspection and also warranty that comes with *** vehicles. In the negotiation process we used arguments for lowering the purchase price as we are not local to ************ and the offered lifetime carwashes that come with the *** vehicles would not be used by us since we reside in **. We have been told in writing that the vehicle will come with maintenance included being a *** vehicle and that the dealer can not sell it as not *** vehicle and lower the price.We have asked multiple times to receive a document for the *** certification but the dealer explained that the *** benefits(maintenance and included car washes) would be registered to the *** of the car and we only need to bring it to a Infinity dealer anywhere in the ** to recieve the free maintenance included with the *** vehicle purchase.When we brought the car for service last week at ******** Infinity in *******, we found out that the *** is not registered as ***. We called Gregory Infinity to discuss and we were told that our vehicle is not ***, that a vehicle with such mileage can not be certified at all. We explained and showed documents of our communication with the delaer at the purchase time showing that we were sold a *** and the dealer has to honor the *** sale. *** dealer did not honor what they told us at the time of the sale. We would like to file a formal complaint as we didnt receive what we were promised. Infinity does offer *** which includes a warranty for higher mileage vehicles as ours, the problem is that Gregory Infinity has a shady practice of selling *** vehicles and then not honoring the benefits of the transaction and thisnway they mislead customers and make more profit.

  Business response

  07/24/2024

  
  We appreciate your recent communication regarding your vehicle purchase from our dealership. We have carefully reviewed your concerns and would like to address them promptly.
  
  Firstly, we apologize for any confusion or inconvenience caused regarding the Certified Pre-Owned (CPO) status of your 2019 Infinity QX80. We understand the importance of transparency and accurate information in such transactions.
  
  Upon reviewing your case, we have taken immediate steps to rectify the situation. We are currently in the process of registering your vehicle as a CPO Select Vehicle. This registration ensures that your vehicle will receive the benefits associated with our CPO program, including maintenance services. We aim to fulfill all commitments made during the purchase process and uphold the integrity of our dealership's reputation.
  
  We regret any miscommunication that *** have occurred during your initial inquiries and want to assure you that our team is dedicated to resolving this matter to your satisfaction. Please rest assured that your concerns have been heard, and we are actively working to ensure that you receive the full benefits of your CPO purchase.
  
  If you have any further questions or if there is anything else we can assist you with, please do not hesitate to contact us directly. We value your business and appreciate the opportunity to address your concerns.
  
  Thank you for bringing this matter to our attention.
  
  

  Customer response

  07/25/2024

   
  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. I just want to make sure that the *** and its associated warranty and maintenance are valid for thier original term, meaning that I have already incurred costs for maintenance that should have been cover under *** and want to make sure that the registration of my vehicle's VIN would reflect that. In other words if the *** warranty and maintenance plan is valid for a year, the year should start as of now, since I already paid the first aervice interval.

   

  Thank you!
  
  Sincerely,
  
  *****************************

  Customer response

  07/31/2024

  I would like to reopen the case 22018128 as thr dealer registered my vehicle *** however they entered the data as expired.

  
  

  The *** warranty for high mileage vehicles with INFINITI USA covers cars over 60k miles(like mine). When submitting the complaint the Gregory Infinity registered my vehicle under regular (non high mileage) *** making the registration useless(expired), I checked with my local dealer in *******,  WI.

  
  

  The Gregory Infinity needs to enter current dates for the warranty and maintenance the *** vehicle I purchased was supposed to come with. This needs to include the maintenance plan that was promised to me and provided by Infinity USA valid in any Infinity dealer in **. When accepting the Resolution to the complaint,  I particularly requested the maintenance and warranty to be valid as of date of the registration as I have already paid the first maintenance interval service.

  
  

  Thank you!

  
  

  
  

  
  

  Best Regards,

  
  

  *****************************, CFM,CSRM

  Business response

  07/31/2024

  Attached is the requested CPO Form for the customer this case should be closed

• Initial Complaint

  06/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Please review uploaded documents.

  Business response

  07/02/2024

  
  
  Thank you for bringing your concerns to our attention. We appreciate the opportunity to address them.
  
  1. We acknowledge your feedback regarding the explanation of documents. While we reviewed the documents online and made ourselves available for questions, we regret any misunderstanding. No questions were raised at the time of signing.
  
  2. Concerning the cleanliness of the vehicle, we have already extended an offer to rectify this issue.
  
  3. A Carfax vehicle history report was provided to you, and it was also accessible on our website before the purchase.
  
  4. When the vehicle was traded in, we received only one key, which was provided to you. Please note that we do not guarantee two keys for used vehicle purchases.
  
  5. Temporary registration was supplied to you at the time of purchase.
  
  6. The temporary sticker was mailed to you promptly.
  
  7. As previously stated.
  
  9. We did offer you an extended service contract at the time of purchase, which you chose to decline.
  
  Based on our review of your concerns, we consider this matter resolved. The requests you've outlined exceed what we can reasonably accommodate given the nature of your concerns and the vehicle's purchase price. However, as a gesture of goodwill, we would be willing to facilitate a full refund if you decide to trade in the vehicle for another in our current inventory.
  
  Please feel free to contact us directly should you have any further questions or wish to proceed with the trade-in offer.
  
  

  Customer response

  07/08/2024

   
  Complaint: 21896520
  
  I am rejecting this response because:

  
  1. We acknowledge your feedback regarding the explanation of documents. While we reviewed the documents online and made ourselves available for questions, we regret any misunderstanding. No questions were raised at the time of signing.
  ~***************************** (****) told me to go online and sign the contract and he would do the rest. I am a 22-year-old young man with Special needs and I informed this to **** and ************************* (Salesman)before I purchased the car. It seems like **** would have talked me through the whole contract instead of telling me to just go online and sign it. He could have explained it in more detail and if I had questions during that time, he could have answered it. This is their profession and they would know better that I what needs to be talked about and understood during the close of a vehicle contract.   
  
  2. Concerning the cleanliness of the vehicle, we have already extended an offer to rectify this issue.
  ~Yes, you did. I mentioned to you and ***** that the car smelled like mildew and there looks to be mildew on the back interior. When the car was dropped off, all of the car mats were in the trunk of the car as well.
  
  3. A Carfax vehicle history report was provided to you, and it was also accessible on our website before the purchase.
  ~I requested the Carfax from ***** and he said that he would send it. I didnt see it online thats why I asked for it along with the Window Sticker that specified what was wrong with the car. ***** said that it was a good car and nothing was wrong with it. I did not receive any response back from either of you.
  
  4. When the vehicle was traded in, we received only one key, which was provided to you. Please note that we do not guarantee two keys for used vehicle purchases.
  ~I asked ***** about a second key and he said that he would ask the service department and **** and get back to me. He never got back to me and I offered to pay for a second key.
  
  5. Temporary registration was supplied to you at the time of purchase.
  `As of this day,I have not signed any registration paperwork. As far as temporary registration paperwork, I received 4 exact same papers in a folder that stated ************* of ******** to sign for owner. I contacted **** to ask him via email to explain to me what he wanted me to do about those papers that he had the ************** to give to me when they dropped off the car and **** has not responded.
  
  6. The temporary sticker was mailed to you promptly.
  ~The car was purchased on May 15th. It was delivered on May 20th.***** told me that he was going to put a temp sticker in the car when it was delivered on May 20th. There was no sticker in the car. I contacted ***** and he said that the company ran out and that he was going to have one air mailed the next day the 21st. No air mail was delivered and I contacted him on the 22nd. He texted me a picture stating that the plates were on the way to him and he would mail them to me when he received them and, in the meantime, I should not drive the car because there was no sticker on it. When I finally received the sticker to drive the car, it was May 28th. So, no, the sticker was not delivered promptly and I received a lot of run around in the process before I got it. Who purchases a car and then is told not to drive it because the dealership doesnt have a temp plate to give to you.
  
  
  
  7. As previously stated.
  
  9. We did offer you an extended service contract at the time of purchase, which you chose to decline.
  ~I was not offered an extended service contract at the time of purchase. As I stated before, I was told to just sign the online contract. **** filled out the rest of the contract without talking to me about anything. I realize that this is a 4-year contract and things can happen with the car, If **** would have discussed that with me, I definitely would not have declined it.
  
  Based on our review of your concerns, we consider this matter resolved. The requests you've outlined exceed what we can reasonably accommodate given the nature of your concerns and the vehicle's purchase price. However, as a gesture of goodwill, we would be willing to facilitate a full refund if you decide to trade in the vehicle for another in our current inventory.
  ~This matter is not resolved and I have been trying to get help from this dealership since the day that I received the car and noticed all these problems with the car. It has been disheartening to have reached out to the indivisibles that sold me the car for help and they have just not responded back to any of my concerns. At this time, I appreciate your gesture of goodwill and I would like to give you your car back and receive my down payment back. I looked at your current inventory and I didnt see anything that interest me.  
   You stated that the requests I've outlined exceed what you can reasonably accommodate given the nature of your concerns and the vehicle's purchase price. If these requests exceed what you can reasonably accommodate then what make you think that I can accommodate them. Im paying over $19,000 for this car, I put a down payment of $4500. I am currently paying a car note of $320 per month and $200 a month for car insurance. In order to get this car fixed its over $10,000. You cant tell me that a dealership that sells cars dont know whats wrong with them. Being truthful from the beginning and letting me know whats wrong with the car would have help me to make a more informed decision if I wanted to purchase the car or not. I took the word from your salesman *********************** that sold me the car and said that nothing was wrong with the car and that it is a good car. It's unfortunate that I can't drive it because it's unsafe to drive and I don't feel comfortable driving it.

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

  Business response

  07/09/2024

  As offered previously if the customer would like to exchange the vehicle toward the purchase of another vehicle they certainly still can. This is what the business can offer at this time. 

  Customer response

  07/10/2024

   
  Complaint: 21896520
  
  I am rejecting this response because:

  I reached out to the business numerous of times within the 30 day time period and they would not respond back. I had problems with this car from the first day that I received it. 

  **** and ***** have been untruthful from the beginning regarding this car just to make a sale and it took me to have to get a  Diagnostic test on the car to find out what was wrong with it and was told to talk to ********************* (Service Manager) about the car and he only agreed to fix a few problems.  This car still had over $10,000 worth of problems. I owe ****** on the car. Why sell this car to me with all these unsafe problems wrong with it and offer me to get another one from your dealership. I would like to return the car and get my money back.

  **** filled out the contract without my consent to all the questions that needed to have been asked to me to answer. For example, I didn't agree to  deny a service warranty. Once **** told me to go online to sign the contract, he filled in the rest without my knowledge. That was never discussed with me. ***** sent me a text stating that my plates were ordered on May 22nd, two days after I received the car and he said that he was going to send them to me. If they were ordered, it should not have taken over a month to receive them. I contacted the *** and asked about the plates and the *** told me that there is no paperwork or payment for the plates and this was a month later. The *** told me that the car is still registered in the owners name. David  was untruthful about ordering the plates on May 22nd. I Never signed any registration papers.

  The Better Business Bureau needs to take the next steps regarding this case because I didn't see another car that I would like from your Dealership. The Dealership can have it's car back and give me my down payment. Your Dealership has treated me like an unimportant client and that is not fair.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in to look at a vehicle on or around the 23rd of March. A salesman named *************************** greeted me. It was a 2023 ****** rogue. I liked the car and asked what I could get for my 2 trade-ins. He told me $3000 after the pay off on the buick and $1200 on the Chrysler. I said I would be back. I came back with my father a few days later. I asked how much the car would cost before my down-payment and trade-in and he said ******** I said I'd put $5000 down and the 2 cars. He said okay. I was very explicit on making sure the car had a warranty and he said that it had the rest of the factory warranty. I asked if I could get additional coverage and he said I could pay for full coverage for ******* miles. I asked and my father asked if I had to go to a ****** dealer or could I take it anywhere and he said anywhere you want. He brought back a small iPad and said I only had to sign once. The rest of the paperwork he didn't open or go over, he said "just touch here. It's just saying what you're putting down and how much I told you for your trade-ins." Every time I clicked he talked about his car, whether I was a gamer, and so on. When I got home I looked and he had shorted me over $1000 on the buick and $400 on the van. I went up there to speak to them about it and they said that I was wrong and I needed to leave. When I got home I noticed 2 more charges. One for an etch for $579 and one for $1379 for a env.pkg. I called for the next 3 days asking what they were and they wouldn't tell me. They said ****** wasn't there. Finally I called and begged them to tell me what they were. They said it was an interior protection package and a paint package. I asked if that was optional and they said, "sorry, you already signed the contract." They also charged me $944 for the title change. I've never paid over $150. That day 2 warning alerts went off in the car. I took it to my mechanic and he said I had to go to a ****** dealer. He said the car was a lemon, they never told me.

  Business response

  04/09/2024

  TO first address the concern regarding the trade in of the two vehicles. 

  For the 2012 Buick Enclave we had appraised and offered the customer $3603 for the vehicle. A copy of the vehicle appraisal has been attached to our response. 

  For the Chrysler Town and Country we had informed the customer that we could offer $800 sight unseen for the vehicle. We had never discussed any other offer amounts for the vehicle. 

  The customer did visit the dealership in the subsequent days following the purchase of the vehicle where he began acting irratinoal to the point where another associate began to call the police. I had to politely ask him to leave which we did. 

  Attached is a product disclosure for the products purchased with the ****** Rogue. We deny that any associate here did not discuss all of the purchase options with the customer. 

  All purchase options are discussed and timestamped in our digital retailing software which was presented to **********************. The software will not allow the sales associate to proceed until all details of the purchase are disclosed and acknowledged by the consumer. 

  To address the concern that the customer was not aware this vehicle was a branded title we also deny. Attached are multiple disclosures which the customer signed and reviewed prior to the vehicle sale. We also make available on our website a carfax vehicle history report which is reviewed with all customers in our Auto ******* software. 

  While it is never our intent to sell a vehicle which will quickly need repairs ultimately with all vehicles things can occur mechanically or electrically. The vehicle does still have warranty from ****** which will address the items at no cost to the customer. 

  While we will not be willing to have the vehicle returned to us we would be willing to offer the customer a trade in for the full purchase price toward another vehicle in stock within 30 days if the customer chooses to do so. The customer would be eligble to trade in the 2023 ****** Rogue for $21340 until the end of the month of April 2024.

   

  Customer response

  04/15/2024

   
  Complaint: 21545015
  
  I am rejecting this response because:
  I completely reject this offer from the dealership. They offered me $3,000 on the buick after the payoff and $1200 on the chrysler, which they did not do.Also, the hidden charges were not discussed when I signed the contract. It was an electronic signature for the first signing and then everything else was just a click. My father was there and can verify that the salesman, ******, did not open a single piece of the contract. He just said that it was standard and to touch here, here, here, and so on. I have been conned. The offer they made is ridiculous. It would put me out of my downpayment of $5000 and the two trade-ins. The part where they said that I became irate is a farse as well. I may have asked him to please stop telling me that I was lying in a grunty voice, but then I apologized and said that I wanted to resolve this. At that point he said that I raised my voice once and that I should leave. I asked what I was supposed to do and he said, "sorry, you already signed a contract. This is the most underhanded dealing that I have ever been a part of. Please, I would like my money and cars back and they can take back their vehicle. Again, the salesmen never opened a single window. He told me I'd have to pay taxes and a few dollars would be added a month for the extended warranty I purchased on the mechanical portions of the vehicle. We never discussed the $579 for the interior or the $1397 for the paint. Or the title transfer price of $944.00. This is as close to criminal as i've ever been a part of. The salesman told me and my father, "trust me it is just a standard contract. Just touch these spaces. Nothing but the monthly price was discussed.
  Please Help,
  ***************************** 21545015 
  Sincerely,
  
  *****************************

  Business response

  04/15/2024

  I have attached a copy of the customer's signed products again which were provided to the customer at the time of purchase. 

  Customer response

  04/16/2024

   
  Complaint: 21545015
  
  I am rejecting this response because: look at the document.  That is not my printing.  I have attached a sample. About the signature,  like I said,  they only had me sign electronically once and then they could reproduce it by touching enter.  Those documents were never shown or explained to me.  My father was right there.  Ask them if they have video footage of this or my alleged outburst. They have to,  it's an expensive dealership chain. This is criminal. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction - 3-18-24 Paid $14,391 Committed to sell me a vehicle that had 50% use of tires or over Dealer told me tires were 70 and 60% worn. I took in a few days later to tire place closer to my home. They tires were close to 3 or 4. The business did not try to resolve this issue.2017 ********** Outlander Sport

  Business response

  03/29/2024

  We appreciate you bringing your concerns to our attention. We take customer feedback seriously and strive to ensure that all transactions meet our customers' expectations. After reviewing your complaint, we wanted to address the issue regarding the condition of the tires on the 2017 ********** Outlander Sport you purchased on March 18, 2024.
  
  Our internal investigation did not indicate that the vehicle was in need of tire replacement at the time of sale. Our records show that during the transaction, our team assessed the tires and provided an evaluation indicating approximately 70% and 60% wear on the tires, respectively.
  
  We understand that you sought a second opinion at a tire place closer to your home shortly after the purchase. According to your feedback, they assessed the tires to be closer to 3 or 4, indicating a significantly higher level of wear. While we stand by our initial evaluation, we offered you the opportunity to bring the vehicle to our service department for another assessment. Had our findings aligned with your concerns and indicated the need for tire replacement, we were fully prepared to address the issue promptly and adequately.
  
  We regret that you declined our offer to reevaluate the tires through our service department and chose to replace them independently. Our goal is always to ensure our customers' satisfaction, and we apologize if our attempts to resolve the matter did not meet your expectations.
  
  

  Customer response

  04/01/2024

   
  Complaint: 21489705
  
  I am rejecting this response because:

  The dealership didnt offer until too late  because tires were balled on inside of tires because of improper alignment and unsafe to drive all the way to dealership  it was 3 and 4 in some spots but lower near inside, just dishonest  I saw tires myself  

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

  Business response

  04/02/2024

  Based on our inspection included in the prior response the tires were not unsafe to drive on. 

  Customer response

  04/03/2024

   
  Complaint: 21489705
  
  I am rejecting this response because:
  
  When a mechanic tells you it is not safe to drive, you believe him. Was I supposed to take chance to drive 75 miles to your business? When u told me the tires were 70 and 60, I believed you.  My mistake. Tires cant be both and I saw measurement myself.  How can tires be both? You didnt want to talk to my mechanic or even try to resolve.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership ripped me off close to $7000 when I resold a car I bought from them back to one of their sister dealerships. I sent them certified mail requesting a pro-rated refund for my gap insurance and warranty refund. I never received it and an envelope was sent to me with my name and address on the outside of the envelope but a check made out to someone else. I feel this dealership committed fraud on me and they are crooks. When I sold it back they would only give me $20,000 for it so I lost $7000.

  Business response

  12/20/2023

  We have received the complaint filed by ************;Flores in regards to the 2020 ********** Outlander Sport purchased from Gregory ********** on 03/30/2022. 
  
  
  Since receiving the complaint from your office our dealership has repurchased the vehicle from ************;and is the process of paying off her loan with *************** The vehicle taxes/registration paid to us had already been sent to the ********* ********** of ************** as part of the vehicle purchase therefore it cannot be refunded to the customer. Attached is a copy of the taxes paid to Wisconsin DOT. 

   

   

  This was my previous response to ******* when she initial filed a complaint with the BBB. 

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  ON 8/23/23 I ASSISTED MY DAUGHTER WITH A DOWN PAYMENT FOR A 2019 INFINITI QX80 ON 89/24/23-16 HOURS LATER THE VEHICLE LOST POWER IN SPITE OF US TRYING TO ACCELERATE ON 8/24/23-NOTIFIED DEALERSHIP AND HAD IT TOWED BACK AS IT WAS UNDRIVABLE ON 8/25/23 WE WERE INFOMED BY SERVICE **** IT NEEDED A NEW ENGINE WE DECLINED AND NOTIFIED THE FINANCE COMPANY (GLOBAL)WHO AGREED AND DECLINED TOMOVE FORWARD WITH PROCESSING FINANCE FOR IT THE OFFICE MANAGER, GENERAL MANAGER HAS REFUSED TO REFUND OUR HARD EARNED MONEY SO WE CAN SEARCH FOR ANOTHER VEHICLE THESE ARE THE CREDIT/DEBIT CARDS USED:************************* (ALLY CREDIT) $500 **************************(CREDIT ONE) $100 ************************* (CASH PYMT) $200 ************************* (NAVBY FEDERAL DEBIT ($500)*************************** (*************) $250 THE FINANCE MGR. AND THE GENERAL MGR. WILL NOT REFUND OUR MONEY I FILED COMPLAINTS/CLAIMS WITH EACH CREDIT/DEBIT CARD COMPANY ALLY CREDIT RULED IN MY FAVOR AND REFUNDED $500 TO MY ACCOUNT CREDIT ONE RULED IN MY FAVOR AND REFUNDED $100 TO MY ACCOUNT SKYLINE-(MY SISTER, ***************** DEBIT CARD) DID NOT-LEAVING $250.00 OUTSTANDING NAVY FEDERAL (MY DEBIT CARD TRANSACTION) DID NOT LEAVING $500 OUTSTANDING *************************-$200.00 CASH PAYMENT IS STILL OUTSTANDING $950.00 TOTAL IS OWED BY GREGORY INFINITI

  Business response

  10/28/2023

  Good morning and thank you for bringing this to my attention. I was unaware that this down payment was not processed back to the customer. The customer is correct that we did unwind the sale of the vehicle and the customer is owed back her down payment for the vehicle. I will need my accounting staff to verify which accounts are due back to the customer and we will issue a refund on Monday 10/30 on the accounts which had not already been credited to the customer. We are not in any way refusing to give the customer back her down payment money. 

  Customer response

  11/07/2023

   
  Complaint: 20786676
  
  I am rejecting this response because: TODAY IS NOVEMBER 6 2023 AND GREGORY INFINITI STILL HAS NOT PROCESSED REFUNDS AS PROMISED.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The vehicle was in no way represented/listed in a reputable manner. Indeed I moved forward with purchase after jumping on a plane to arrive at Gregory Infiniti and providing final full payment only after dealership concessions were provided for all of the time and trouble, dents, blemishes, and overall condition of vehicle. I have yet to receive the title and registration as the dealership GM has (fraudulently) rewritten the purchase agreement 7 days after completed signed purchase to now reflect that I owe another $500.00 and holding my title hostage until I sign the fraudulently prepared documents. Not only have representatives of Gregory Infiniti engaged in fraudulent business practice they apparently are less astute to the fact that I maintain and have in my possession all original purchase documentation agreed, signed, with receipt, and committed by all parties showing that Gregory Infinity (Owes Me Nothing) and (I Owe Nothing) to Gregory Infinity. To add; The day of possession of the purchased ************************************************************************************************************* the side wall. The service **** installed a smaller tire on the vehicle which is electronic AWD introducing a driver safety issue and increased risk of damaging the vehicles electronic AWD. All TPMS sensors failed within 3 miles of leaving the dealership after sitting at the dealership for 9 hours. If the above was not enough; Gregory Infiniti sales and or service inspection never disclosed damage to under-carriage. Damage to exhaust system and complete destruction of exhaust heat shield that attaches to under-carriage, only pieces remain, damage to flex exhaust pipe and crushing the muffler (which I have absorbed).The initial phase for corrective action, resolution, and restitution due to the (fraudulent) actions committed by representatives of Gregory Infiniti has begun; this has also been submitted to the ******** State *************************

  Business response

  10/21/2023

  Attached I have included the purchase order which was signed by ********************************; and Sales Manager ********************* at Gregory INFINITI. As you can see the vehicle sale price agreed to of $13233 was reduced from the online price of the vehicle of $13856 as a goodwill gesture to the customer due to his expectations of the vehicle not being met upon arrival.

  The customer had previously wired $14227.43 to the dealership for the vehicle on 9/07. This leaves an unpaid balance to the dealership of $1000 however the customer has only paid $500 of this balance to the dealership (as seen in Credit Card receipt attached).

  We are not holding the customer's title and registration in fact on 9/27 we have sent out documents for the **************** which need to be signed in order for our 3rd party registration company to complete the registration for the customer. The customer at this time is refusing to sign and return the documents which will hold up the registration of his vehicle. 

  This vehicle was purchased  as is by the customer with full understanding that we would not be willing to warranty any items for the customer at a later date after the vehicle purchase. We would not be filling to reimburse the customer for any repairs following the sale of the vehicle and we consider this case closed. 

  Customer response

  10/23/2023

   
  Complaint: 20741494
  
  I am rejecting this response because: Please see below as the business response provided is still not entirely truthful. The business response statement is still suggestive that I owe the dealership additional funds which I do not.

  BUSINESS RESPONSE: The customer had previously wired $14227.43 to the dealership for the vehicle on 9/07. This leaves an unpaid balance to the dealership of $1000 however the customer has only paid $500 of this balance to the dealership (as seen in Credit Card receipt attached).

   

  MY RESPONSE: While it is true that on the day of taking possession (after) the previous bank wire there was $1000 still owed as I retained/reserved that final amount until I could physically inspect the vehicle. During the physical inspection the vehicle's condition was in no way representative of the online listing and the several verbal conversations with the sales rep from days/weeks prior. The vehicle when I arrived to the dealership would not start due to a dead battery, had not been detailed in anyway, no disclosure that the vehicle was a previous (smokers) vehicle which the odor was overwhelming, blemish/dings/dents were present thru all areas of the external body, and a cut/slice was identified in the front right passenger tire. To later discover that the vehicle had under carriage damage to the exhaust system and heat shielding that the dealership (also) did not disclose.

  The lead sales rep/associate *************** and I through extended discussion/negotiation (agreed) to reduce my final payment from the original $1000 to the reduced $500 as final payment as I agreed that I would absorb the costs for blemish/dings/dents repair which will exceed $1000. This $500.00 concession provided by ***** also included the time and trouble of being stuck at the dealership for 9hrs while they replaced the damaged tire with a new tire, the fact that the vehicle had not been truthfully represented, and the fact that the vehicle was a previous smoker vehicle with cigarette ***** in the carpet that I would have extended costs for interior disinfecting/detailing.

  To add to the above; ***** asked that I cover the cost of the tire replacement the dealership did which was $250.00 because the dealership had provided me the additional $500.00 from the final payment. My response to ***** was that the dealership would have had to replace the damaged tire regardless before any potential buyer and that I did not agree to pay for that damage. The work - (tire replacement) was performed at the dealership, the $500.00 final payment was made, all negotiated agreements and concessions were agreed to by all parties and with documents signed showing the dealership owed me nothing and I owed the dealership nothing. 

  A day after taking possession of the vehicle as I was headed for the tire store to replace the drivers side front tire with a new tire to match the newly replaced tire from the dealership and to replace ALL TPMS sensors that had failed after driving off the lot 3 miles down the road; I received a call from Latif asking me to pay the $250.00 for the new tire the dealership had installed and again I stated to Latif that the dealership due to drivers safety requirements would have had to replace that damaged tire regardless of my purchase - (He Agreed) and then I shared that I just absorbed nearly $700.00 in costs for the replacement of all TPMS sensors and the drivers side front left tire - He also agreed and said that the dealership would absorb the cost of the tire they had replaced at the dealership - his words, "I will take care of it"

  Only then 3 days later as the vehicle was still pulling to the right did I take to alignment center to discover the tire that the dealership had installed was the wrong tire (a smaller tire) and so then I had to again absorb another $292.00 in replacing that tire with the correct size tire. I again contacted ***** and shared what had occurred; ***** was also quite frustrated with the operations of the dealership and that no one had confirmed that the tire they replaced was the correct tire and said he would get back to me. ***** then went on vacation for a few days and sales rep ****** contacted me to share that they were sending me documents to sign again as they had to make changes. I again shared with ****** the issue with the additional $292.00 that I absorbed to correct the wrong tire installation the dealership performed. ****** then passed this information on to *** (GM) of the dealership who also did not respond/follow up with me. After 3 days had gone by I then called *** direct, he stated that he was indeed aware and that the dealership was not going to reimburse me for having to purchase the correct tire and that I still owed $500.00 to the dealership and until that $500.00 was provided to the dealership they would not release the title.

  UPDATE: *** (GM) of the dealership contacted me this past Saturday 10/21. The resolution of that conversation was that the dealership was abandoning any additional funds they had been stating that I owed to them and I agreed to abandoning any reimbursement for the additional costs associated with what they had not disclosed and or the correction of the wrong tire they had installed. *** asked that I sign the documents for ******* title and registration and the title would be on its way. Agreed they owe me nothing and I owe them nothing. The revised documents have been signed and returned to the dealership as they should have been received today 10/23.

  In ***'s favor; he did not recall the phone conversation in which he stated to me that they would not release my title until the additional $500.00 was paid to the dealership. I stated to him that it was exactly as I heard it from him over the phone. He also was apparently not aware of the additional $500.00 reduction from final payment that ***** agreed to during the negotiations the day I took possession of the vehicle, or at minimum, seemed to be the case was my perception of his acknowledgement.

  I ask as the dealership knows the above is the truthful series of events to simply respond in agreement thru this process with the BBB in accordance following our most recent phone conversation of 10/21 and acknowledge thru their response that all monies including final payment were paid to the dealership and that the dealership owes me nothing and I owe the dealership nothing.

   

  Sincerely,
  

  *******************

  Business response

  10/26/2023

  I have spoke with the customer and we are not demanding any additional payment for the vehicle purchase. We consider this matter closed. 

  Customer response

  10/27/2023

   
  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

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My name is ********************************. On 2/1/23 I purchased a 2021 Tesla ************* from Gregory Infiniti. I am still waiting for my title. It should have been simple considering I fully paid but here we are on 8/24/23 still no title. They sent an M.O.S. (Birth certificate for a car) on 7/21/23 to me with ******************* (former owner of the vehicle) name crossed out and a Gregory Infiniti stamp next to his name (you cant do that) so the Treasury where we get our titles in **** left a letter with all the things Gregory Infiniti needed to do so I can get a Iowa title and I sent it back next day delivery and they received it 7/25/23. From then on Ive called numerous times to get updates on anything about where we were in the process and Ive been getting the run around from whoever would answer the phone with no real updates once. All Ive asked for is to get a call back or an email or text. Ive never gotten one from anyone there. This is the most unprofessional dealership Ive ever experienced.

• Initial Complaint

  07/15/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I traded in my Ram TRX and paid the difference for the general manager ***** 2021 Tesla ************* on 2/1/2023 It is 7/15/2023 and I still havent received my title and the my temp tags are expiring at the end of the month 7/31/2023 Ive tried numerous times talking with him and leaving messages but all Ive gotten is no real answers. Nor a call back with any updates. I want my title and and any and all late fees covered by Gregory Infiniti

  Business response

  07/18/2023

  I apologize for the inconvenience and frustration you've experienced regarding the title and registration of your 2021 Tesla ************** which you traded for your Ram TRX earlier this year. We understand how essential it is to have the necessary documentation for your vehicle, and we sincerely regret any delays in resolving this matter.
  After thoroughly investigating the issue, I can confirm that the title and registration costs for your vehicle were indeed processed and mailed to you on 07/17/2023. Please be aware that the mailing process might take a few business days, and you should receive the documents shortly.
  I understand your concern about the expiring temporary tags by the end of this month (07/31/2023). We are actively working to expedite the process to ensure you have the necessary registration in time. If, by any chance, the documents do not arrive before the expiration date, please let us know immediately so we can assist you further.
  As for the lack of communication and updates from our general manager, ****, I apologize for the inconvenience caused. Rest assured, I will personally address this matter and ensure that you receive the attention and responses you deserve. Your satisfaction is of utmost importance to us, and we are committed to resolving this issue promptly.
  Regarding the request to cover any late fees, I will personally review your case and discuss it with the appropriate parties at Gregory Infiniti. While I cannot guarantee any outcomes, we will make every effort to provide a fair resolution.

  Customer response

  07/22/2023

   
  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.
  
  

  I got the title on Friday 7-21-23
  I really appreciate the fast response!  Overall when I was in the process of buying the car I had a pleasant experience at Gregory Infiniti, **** answered all the silly questions I had about the Tesla (it was my first EV) 

  Again thank you for getting the title to me so quick after our phone call on Monday, it means a lot to have the title in hand and say I officially own it!

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

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the plug in hybrid car that was once repurchased by manufacture from the dealer Infiniti Gregory. The car was repurchased due to the battery issue. The dealer informed the the car was properly fixed by manufacture and told me it is up to manufactures standard to sell as a new car. Order was received by me on 2/10/2023 without charging cable to *********** plug in hybrid battery so I wasnt able to perform any test whether battery had defect or not.Took the car to the dealer and had inspection and found brake fluid was obsolete and needed to be replaced. Also found that the factory recall wasnt performed. Which made me wonder if the car was properly fixed by manufacture or not. After few inquiries to the dealer, I received the charging cable for the car on 3/1/2023.Tested the battery on the same date and found there was some defect.Inquired Gregory Infiniti but they have refused the return and been neglecting my inquiry to resolve issue.

  Business response

  03/16/2023

  We have reviewed the concerned from Mr. ***** regarding his purchase. Attached I have included the inspection checklist from when we serviced the vehicle at our dealership. At the time we replaced a washer fluid pump, replaced 2 tires and performed an alignment on the vehicle. 

   

  We disagree that the vehicle is missing brake fluid it appears that the dealership he brought it to for service was recommending the fluid exchanges simply due to the age and mileage of the vehicle as preventative maintenance. 
  

  According to the carfax vehicle history report at the time of sale there were no open recalls on the vehicle however if there were it would be taken care of by any Audi dealership at no charge to the customer. 

   

  We have been in touch with Mr ***** several times since he purchased the vehicle and had offered for him to exchange the vehicle toward another vehicle in our inventory. He declined. We would still like to extent this offer to the customer if he is unhappy with his vehicle purchase. 
  
  

*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. ↩