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:02/14/2025

  Type:Delivery 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.

  Received letter in the mail that states " A manufacturer recall issued recall R24B1 Q50 ECM repro ITB24 imported from DBS on 2/7/2025. Use : repro ECM recall." I scheduled the appointment to bring vehicle today 2/14/2025 at 8AM, transported back home via Kelly Infiniti Valet. Kelly Infiniti called notifying that my car will be dropped off at my house around 11:30-12pm. When the vehicle was delivered to my home by the Valet, I notice the check engine light came on the dashboard and was never on when delivered to the dealership. I immediately notify the dealership and the valet driver immediately came back for the vehicle. It has been over 3 or more hours now and I still have not heard back from Kelly Infiniti about my vehicle. This is a safety concern as relayed to the Service Advisor ******* ****, and strongly believe this is a recall notice scam. I would appreciate if you could look into this matter.

  

  Business Response

  Date: 02/17/2025

  The number provided in the complaint is a valid factory recall which pertains to his vehicle.  The customer called in themselves after receiving the factory letter.  We connected to complete the recall.  We offered the complimentary valet service as to not inconvenience the customer while we had the vehicle.  The recall was performed at our dealership.  The recall is only a two phase job IF the vehicle presents a code after step one is completed.  Not all vehicles need the second part of the recall.  If it needs the second step, the engine light or code appears directly after step one is completed, and it did not present itself in this case.  The customer was contacted to let him know that the car was done, and we would be valeting his car back to him.  The vehicle did not present any check engine lights while we had the vehicle or on it's return trip to the customer.  Our valet team left the customer to return to the dealership, and the customer got in the car to find a check engine light.  The engine light was not an indicator that something was majorly wrong with the vehicle after our contact with his car just the normal "response" of communication from the *** that the second phase needed to be completed.  It was an indicator.  In reference to the timing, this is not usually the sequence as described above but a "delay" in response time (vehicle communicating to itself) after phase one of the recall.  This was a coincidence and could not have been foreseen or prevented.  The customer contacted us immediately, and we immediately turned right around to get the vehicle and bring it back.  The whole time, the service writer stayed in communication with the customer, and the customer stated he understood the scenario.  We communicated that we would take care of it, and phase two of the recall would be completed Saturday and returned to him.  On Saturday, we communicated that we needed one more seal that would be here on Monday.  He said he was okay.  We offered to bring him a loaner at that point and he said no.  We completed phase two of the recall and returned the car to the customer, at his workplace, as to not inconvenience him once more.  The recall did not cost the customer anything.  The car was valeted the entire time.  We stayed in constant contact.  If this was a scam, we would somehow be benefiting financially, and this certainly is not the case, nor would we engage in that sort of activity.  We did not even present a list of other work that needed to be done as to create another financial opportunity for ourselves.  It was about attending to a factory recall that was VIN specific.  We do understand that the extra time is an inconvenience, and we tried to ease this as best as we could.

  Customer Answer

  Date: 02/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  The vehicle was returned via valet driver with the check engine light on, which should be visible to technician post quality check and valet driver during transit. Please keep in mind the recall was issued for safety, yet my vehicle was initially delivered to my home to compromise my safety. I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:03/13/2024

  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.

  was told my warranty contract was cancelled and confirmed with them 2 times if it was fully cancelled just to find out today that it was never cancelled and Im still paying for it. After finding out finance manager was trying to pocket money. Keep in mind this is a vehicle I bought as a CPO that had engine failure first two weeks of purchase. Please I advise if youre in the market for a Infiniti to purchase or service look else where.if you look at the reviews on here 90% of them are fakes from profiles with 1 review.

  

  Business Response

  Date: 03/14/2024

  I spoke to this customer yesterday as soon as I was included on an email that this customer felt like he was not getting a call back.  He called twice yesterday.  The first time I was made aware, the Business Manager he was working with to cancel the warranty was with customers and I wanted to do my research before I called back.  The second time, same thing.  I was able to get the background and called the customer back.  

  The Business Manager had been communicating with the customer quite a bit to facilitate the process via email.  There is a long trail so there was a lot of communication with us.  On 2/17, an email from us said that we were sending over the documents to cancel.  Typically a warranty cancellation can take anywhere from three weeks to four weeks to process and for us to receive the check.  It has been 18 business days since that documentation was submitted.  This timing would not cause alarm that something was wrong thus prompting us to follow up with the warranty company before those four weeks were up.  Both we and the customer thought everything was in process.

  In my research, the Business Manager called the warranty company and discovered that they did not receive what we sent.  Unfortunate, but it sometimes happens.  We would have found this out when the process went outside of the time guidelines stated above.  No one was "pocketing money" because there was no money received by us if it wasn't cancelled.  This is not the way we do business.  The cancellation date and the cancellation amount on the cancellation form remains the same so the customer is not getting any less money back because of this.  Again, whether its us that didn't transmit properly or they received it but it got lost and not processed, it was a mistake and not a malicious intentional act.

  When I called the customer initially yesterday because of the email I received, I told him that I would rectify by cutting a check to him immediately for pickup today and we would process and wait to be reimbursed ourselves at a later date.  This is the best and fastest remedy I can produce and thought that it would complete an unfortunate situation.

  I invited the customer to come in and speak with me personally if he felt that he had more to say.  He is still invited to do so.

   

• Initial Complaint

  Date:05/18/2023

  Type:Customer Service 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.

  To whom it may concern,Previous to my experience today, I purchased, and have been dealing directly with ******, ** Infiniti for the multiple issues with my vehicle. Today, I visited Kelly Infiniti in *******, ** for a tire repair. With a few minor hiccups, my tire was repaired. Upon leaving the dealership, I received an email summary of services preformed. The email included a summary of repairs that were agreed/declined to perform, along with a customer signature. I was never presented these documents, nor did I agree or decline any specific recommended service or sign any documents at this location. I called Kelly Infiniti in *******, ** to question the transcript I received via email, since this document was not signed by me. The representative, *****, informed me she signed my signature and apologized on doing so. Extremely concerned now, I requested to speak to the service manager on duty so I could discuss the fraudulent signature. The service manager, ***** apologized and admitted he knew this was wrong but he and his peers made an executive decision to sign my signature so my service could be expedited. Additionally, while at this location, ***** declined my request to have my car fully inspected as i have a current Customer Affairs case, regarding the car being a possible lemon. Dealership refused to service my car and referred me back to ****** Location.I am filing this complaint of behalf of Kelly Infiniti *******, ** for fraudulently signing my name on to documents I have not seen, received or attested to.

  Customer Answer

  Date: 05/30/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 06/08/2023

  Dear ****************,

  
  I read what you have to say and respect your opinion about the "signature" section of the document.
  No malice was intended on our part, just a very busy waiting room, your car was fourth in line, and we could tell you were very frustrated with the flat tire situation. 
  The software we use asks for a customer signature to push the "work order" into the shop for a technician to start to look at the vehicle.   
  At this time, when the "line" was drawn through the signature section, there were no charges, no diagnosis and absolutely nothing other than your approval for us to look at your car.
  Again, the first software required push has no charges, it only assigns a work order number and allows a technician to open that number up.

  I looked at the line where you said we signed your name, and it is very clear that it is just a line, but I respect that you would have preferred her not ******* you through and instead, had you sign to create the work order.

  ***** pushed it through for you so we could quickly get you in the shop, get you an estimate and fix the tire.
  Once we recognized what was needed, we verbally discussed that with you, and you gave the okay to the work and the estimate.
  We have discussed internally, after the fact, that even though our intent is good and is to expedite your time here due to a bad situation, it can lead to situations like this where we unnecessarily create unhappy customers.
  Our apologies for that.

  Our team was notified by Infiniti Corporate that an open legal case between Infiniti and Infiniti of ****** was opened before you visited with us.  I believe you mentioned that to *** when you were here.  This would be an answer for why were were hesitant in investigating your dissatisfaction with your vehicle.  It would be improper for us to get involved as a third party once something of that magnitude has already been filed.