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:09/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a used Denali. It had high miles. I was told that in order to get financing through the lender, I had to purchase a warranty. The warranty was supposed to be bumper to bumper. A few months later, the transmission was beginning to act up. Turns out the warrant does not cover a new transmission. It only covers a msrp amount which is not nearly enough. I called the lender and asked if they actually required me to get the.warranty. I was told that a warranty is never a condition of getting a loan. We had someone from Infiniti call us while we were on vacation and assured us that we would receive a follow up call once we were back in town. That was more than a month ago. We have not received any follow calls. We were lied to by the finance manager. I assume he makes a commission when he sells warranties.

  Business Response

  Date: 10/07/2024

  We have spoken with the customer, who did not come into our shop for diagnosis or repair. And received no contact from the customer regarding the transmission repair until after they had the work done. TWS would not have covered this repair at 100% regardless. The customer can elect to cancel the vehicle service contract if they would like, and a pro-rated refund would be sent to their lienholder to be applied to their loan. The customer must contact the dealership to cancel if that is what they decides to do. 

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  A month after I purchased my F150 first time I ever used the sunroof it got stuck, trying to open it all the way, so I closed it never touched it again called Infiniti. They took a look at it and they totally broke the glass mess. The roof up on their own and they charge me $2000 For something I didn’t do there’s issues. My car has been having electrical problems. I vacuum it. I found some things disconnected.

  Business Response

  Date: 05/15/2024

  When *** ******** came in for service on 02/12/24 about his sunroof not opening on his 2017 F150, our first step in diagnosing the issue was to try and open the sunroof. When opened it was found that it was dragging on the driver’s side track assembly and now would not close. We called Ford, who advised that there was an open bulletin for this issue. *** ******** approved this repair, and we ordered the parts from Ford. During repair it was discovered that the sunroof track was not repairable and that the truck would need a new sunroof track assembly. We informed *** ******** and told him the replacement cost of $4656.16. He declined and asked if we could close the roof. But the roof couldn't be closed due the damage to the track assembly. We offered to cover all labor and half of parts if he wanted us to repair the truck, he agreed to the remaining $2k and the repair was made.

  He returned the next day stating that the auto start feature was not working. The shop foreman looked at the truck and saw a message saying that this was inactive due to charging. we told him that our shop does not have the tools to diag this issue, and that he should take the truck to Ford. We told him that if Ford found in diag that the problem with this feature was caused by something we did when replacing the sunroof, we would look at paying for the repairs that Ford would need to do. When he returned on 04/24, he said that he had not gone to Ford and asked that we look at it again. He also presented a new concern of a rattling noise coming from the right suspension area when stopping. We heard the noise asked him for 1 hour of diag time for our tech to pinpoint where the sound was coming from. *** ******** declined us to do any further work. Our advice is still that *** ******** goes to Ford for further diag, and if found that the issues with his car came from our repair to the sunroof in February, we will look into reimbursing the repair. But at this time, we cannot do anything further.

  Customer Answer

  Date: 05/16/2024

  
  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.
  
  Sincerely,
  
  ****** ******** 

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• Initial Complaint

  Date:02/27/2024

  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.

  Purchased a new Infinity on November 17, 2023 and can’t get dealer to title or tag vehicle. We keep contacting them be calls are not returned as committed. We have no status or knowledge of attempts to title vehicle. DMV in Quincy Florida shows no record of attempts to title as of my latest visit on 2/9/2024. Spoke to the Infinity manager again this afternoon (2/9/2024) and he committed to call me right back but he left for the day with no return call.

  Business Response

  Date: 03/14/2024

  Louisville Infiniti had been in continuous contact with the customers and the DMV in Florida. The deal was originally under the complainants wife's name; they were titling in Florida but could not provide a Florida drivers license. We were unable to title in Florida without a Florida drivers license. We were eventually able to obtain the proper paperwork and were able to title it under the husbands name which was completed on February 29th. It took multiple calls to the Florida DMV and communication with the customers. We are regretful for the long turn around period but the dealerships hands are tied in regards to titling to what the state requires. 

  Also, we received the BBB notice on 3/13/2024. It said it was a 2nd notice but we never received the original. 

• Initial Complaint

  Date:01/22/2024

  Type:Billing 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.

  see Attached document

  Business Response

  Date: 02/07/2024

  We received this complaint directly from the customer.  We've already mailed a refund to the customer mid-January. 

   

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

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

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

   

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 2023 Infiniti QX80 from this dealership on Aug. 15, 2023. I didn't receive any of the paperwork that I signed, because my husband had not signed yet. After my husband, ******** signed, per internet, I requested the paperwork be sent to me on several occasions. I think the person in finance name was **** assured me that the paperwork would be sent to me, still waiting for my paperwork. Every time this dealership needed something from us they would call and I would get them what was needed and I would ask about my paperwork the we signed. ****** ***** was my sales person, I talked to him numerous times about my paperwork to no avail. There was a rebate for having another Infiniti purchase in the household. I was told it was added to the purchase of the vehicle, I didn't authorize any rebate to be applied to the purchase. I don't know why it is so hard to get all my paperwork from this dealership. Told them I wanted a hard copy sent to me. The last time I talked to ****** he claimed they had emailed the paperwork, as of today I have not received anything for Louisville Infiniti concerning my paperwork for my purchase. I have not heard from them or called them since the last of Sept. They received all the information they needed from us, but all we got from them was lies. I have also been waiting for my title to my new vehicle, it has been almost 3 months and I've yet to receive it.

  Business Response

  Date: 11/02/2023

  First I would like to apologize to **** ****** regarding her our lack of communication regarding her questions and concerns. On 11/2/23 *** ******** my, General Sales Manager spoke with **** ****** regarding her concerns. *** ******** explained her pricing and assured **** ****** that our office will send any paperwork she needs. We are here to help with any further or ongoing questions or concerns **** ****** might have. 

• Initial Complaint

  Date:12/29/2022

  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 a 2015 Mitsubishi Outlander Sport via CarSaver - Car Buying Made Easy in May 2022. Louisville Infiniti did not provide the lifetime warranty that came along with the purchase. The transmission failed in less than 6 months and less than 2,000 miles driven under my ownership. Louisville Infiniti is refusing to pay for repairs. I'm asking for all of the paperwork on the warranty which I did not receive and I'm demanding my car be fixed at Louisville Infiniti's expense.

  Business Response

  Date: 12/29/2022

  I would like to apologize for the frustration Mrs. ******r has experienced. It is Louisville INFINITI's top priority to proved the highest level of customer service before, during and after the sale. I spoke with Mrs. ******r on 12/20/22 regarding the issue she is having with the 2015 Mitsubishi Outlander she bought from the dealership on 6/7/22. Mrs. ******r told me she was not willing to pay anything to repair her car. The Mitsubishi Mrs. ******r bought had 143,114 miles which excluded it from qualifying for the CarSaver warranty which has a maximum mileage of 100,000 miles.  The Mitsubishi was sold "As-Is" with no warranty coverage. Mrs. ******r can call me at any time if she has any additional questions regarding this purchase. My direct number is *************

  Customer Answer

  Date: 01/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The automobile should not have been offered for sale through CarSaver if it did not qualify. Your dealership knew the automobile was listed under said program offering which constitutes fraud and deceptive advertising practices on your part. 

  
  Regards,
  
  **** *******