Complaints

This profile includes complaints for Nationwide Infiniti's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nationwide Infiniti

  22 W Timonium Rd Lutherville Timonium, MD 21093-3198

• 

  Nationwide Infiniti

  2085 York Rd Lutherville Timonium, MD 21093-4242

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:03/10/2025

  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.

  This dealer is horrible. They sold me a water damaged car!!! I paid cash for a 2024 QX55 and now they are telling to kiss their behind. The battery went dead first, then light flickering, radio comes on by itself, door indicators stating it was open when closed. Now the seat belt is stating I do not have it on, when I do. They sold me a janky warranty, they have lied to me about servicing. Now under the hood had MOLDDDD!!!!! The mold is also growing inside the car. They are racist!!! They never offered a loner when their service manager saw the mold he jumped back and stated I do not know what to do!! I would have never known if the battery on a new 2024 did not go dead. I have been breathing this toxins. My hair has came out and it affected my skin. Still no assistance!! I called corporate and they were very unprofessional. I just received a called from a supervisor since last year this week. Unacceptable!!! Oh yeah, the mileage has doubled because of the electrical issue. I am now seeking an attorney, reported to MVA, BBB, and attorney general. They have played with my life and my disabled child life that has fluid on his brain. They have no regards to this issue. This is a disgrace. I asked where was the car sitting and imported from and they stated, I could not get that information. Shout out to Ellicot City who was the only one that cared and told me about my warranty. I requested the best warranty and I was sold a roadside assistance for 1650. Why do I need that when I can use AAA!!! I have doctors notes and I paid 500 to have the mold treated and it came back with a vengeance. Still no assistance. I am on 5 breathing pumps. I see why every car on the lot is on clearance. They are playing a dangerous game.

  Business Response

  Date: 03/13/2025

  The customer has been complaining about what she thinks is mold. She says it's in the car, under the hood, in the wheel *****, on the back bumper, pretty much everywhere. She pointed out it being on the tires.  The vehicle does not have water entry and is completely dry. She has contacted Infiniti customer relations several times and been told to contact her insurance company to have the vehicle tested for mold. The white stains appear to be road dirt and debris. The last visit the vehicle had road salt under the hood and in the fender *****. No one jumped back, we simply told her to contact her insurance company as we do not think it is mold. We explained insurance companies know how to handle this type of concern. 

  The mileage is consistent with her history and when she services it. We have never been able to duplicate her electrical concerns. It needed a door light switch a few months ago which was damaged from the seat belt getting caught in the door when she closed it. We covered it under warranty.  The speedometer is not going to double in mileage. 

  Automotive insurance company's deal with mold testing and remediation if needed. She has been told several times to involve her auto insurance company. 

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23038217
  
  

  They are lying.  I have receipts and doctors records that i was treated snd the car was treated for mold.  Water damage will cause electrical issue and the milage doubling.  I gave them ****** of my hard earned cash. They are racist and will no assist me. i am writing attorney general. ******** has a lemon law on new cars. They asked me for the title to buy tye car back, but changed their minds. j have proof with videos and pictures.  Hence, thank you so much.  
  
  

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

  Business Response

  Date: 03/28/2025

  I am not sure how to help her at this point. She was working with Infiniti Customer Affairs and was told to get her insurance company involved for an independent evaluation and mold testing if necessary.  What she pointed out to us was all over the outside of the car, under the hood, on the tires and in the fender *****.  It was salt and washed off easily. The inside of the car has cigarette ashes everywhere and smells of cigarette smoke.  ******************** companies are connected with companies that do such testing. The inside of the car is not getting wet, the vehicle does not smell moldy or damp. The white substance she is referring to appears to be road salt. I have attached pictures.  I wish I could do more to help her. Again if she was to contact her insurance company, she would be able to get a scientific professional diagnosis to determine what the white substance is. By the way vehicles are made from mold resistant materials. Thank you 

  Business Response

  Date: 03/28/2025

  I am not sure how to help her at this point. She was working with Infiniti Customer Affairs and was told to get her insurance company involved for an independent evaluation and mold testing if necessary.  What she pointed out to us was all over the outside of the car, under the hood, on the tires and in the fender *****.  It was salt and washed off easily. The inside of the car has cigarette ashes everywhere and smells of cigarette smoke.  ******************** companies are connected with companies that do such testing. The inside of the car is not getting wet, the vehicle does not smell moldy or damp. The white substance she is referring to appears to be road salt. I have attached pictures.  I wish I could do more to help her. Again if she was to contact her insurance company, she would be able to get a scientific professional diagnosis to determine what the white substance is. By the way vehicles are made from mold resistant materials. Thank you 

  Customer Answer

  Date: 04/04/2025

  I have provided the invoice stating it was treated for MOLD!!!! I have doctors notes as well I have videos to display the electrical issue regarding the door stating it is open now when I am driving , the seatbelt is stating it is off when its on. The radio is not shutting off all the time. This car was a flood car or has water damage. The tires have nothing to do with the mold. However every time I come out its reading low tire. Take back the car through the buy back program or the next move is legal and the news. If I was white this issue would have been resolved. I already provided pictures, but the ivideos cannot be uploaded. 

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23038217
  
  I am rejecting this response because: I have provided the invoice stating it was treated for MOLD!!!! I have doctors notes as well I have videos to display the electrical issue regarding the door stating it is open now when I am driving , the seatbelt is stating it is off when its on. The radio is not shutting off all the time. This car was a flood car or has water damage. The tires have nothing to do with the mold. However every time I come out its reading low tire. Take back the car through the buy back program or the next move is legal and the news. If I was white this issue would have been resolved. I already provided pictures, but the ivideos cannot be uploaded. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:07/09/2024

  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 am an owner of an infinity QX80 and I purchased this vehicle back in 2020 with less than 20k miles on it. Within a month or so o have to take it back to the dealer at least 3 times because the ** was not properly functioning. It was finally resolved. Fast forward to almost 4 years later a BCI malfunction came on and the dealer tells me it will cost me $4800 to fix it! This is insane I havent even finished paying off the car yet. I truly regret ever getting this vehicle

  Business Response

  Date: 07/09/2024

  I do not have any record of this person purchasing a vehicle from us. Is there someone else on the purchase that is primary? What is the vehicle identification number for the Infiniti? 

  Business Response

  Date: 07/10/2024

  I noticed the customer has a California address, I am unable to find her in our data base using the phone number, the email address or her name. Are we sure the correct dealership has been contacted? Please supply me with a vin number to the vehicle and I will be glad to investigate further. 

  *** Dick 

   

   

  Customer Answer

  Date: 07/10/2024

  I didnt purchase the vehicle there but it is the nearest dealer to me. VIN #*****************

   

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21959887
  
  I am rejecting this response because:  
  I didnt purchase the vehicle there but it is the nearest dealer to me. VIN #*****************
  Sincerely,
  
  ****** ****

  Business Response

  Date: 07/11/2024

  I looked at the vehicle's history, and found that it was diagnosed in **. This vehicle is well out of warranty and the owner did not purchase an extended warranty at time of purchase. The two problems she mentioned have nothing to do with each other. The vehicles history with Infiniti has gaps, the vehicle has ******* miles and well out of any warranty consideration. 

  Nationwide Infiniti did not sell this vehicle, we have not diagnosed the vehicle nor have we every had the opportunity to service this vehicle 

   

  *** Dick 

  Business Response

  Date: 07/12/2024

  I looked at the vehicle's history, and found that it was diagnosed in **. This vehicle is well out of warranty and the owner did not purchase an extended warranty at time of purchase. The two problems she mentioned have nothing to do with each other. The vehicles history with Infiniti has gaps, the vehicle has ******* miles and well out of any warranty consideration. 
  
  Nationwide Infiniti did not sell this vehicle, we have not diagnosed the vehicle nor have we every had the opportunity to service this vehicle 
  
   
  
  *** Dick 

  Customer Answer

  Date: 07/12/2024

  In response to ***, i believe you dont have all your facts straight. Yes the two issues have nothing to do with one another but infinity of ******** is where I have taken my car to get serviced ever since i purchased it. I just find it extremely coincidental that the minute my car is out of warranty all these issue me arise 

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this vehicle Brand New from this dealership - it currently has approximately 12,000 miles on it. The vehicle has had noise coming from the lower windshield are for months. The dealer has attempted to resolve the issue on 3 different visits. The past visit, the cowl was replace and not affixed to the windshield. The cowl is now flapping freely as the vehicle drives (making terrible wind noise) The dealer rep (kyle) asked that I take the car and drive it as normal - this is not a reasonable request, as the gap between the cowl and the windshield is open to the elements (water, wind etc) The car is currently at the dealer - I request a vehicle in the place of this vehicle until such time that it has been repaired to manufacturers specifications. This is the third time that the vehicle has been to the dealer for the same cowl issue within less than 18,000 miles and less than 2 years.

  Business Response

  Date: 02/29/2024

  The vehicle has had a few rattles and buzzing sound complaints.  We inspected the vehicle and found broken plastic trim under the hood. Not sure how that happened. We ordered the trim and installed it under his factory warranty. The customer returned with another rattle. Another piece of plastic was ordered and is being installed right now.  He can pick up the vehicle this afternoon 2/29/24. All costs have been covered by his factory warranty. Mr. ***** tried to get the manufacturer to buy back his car. They declined and closed the case. The dealer has done nothing wrong, nor did we create his noise. We have offered to have a tech ride with Mr. ***** so he can show him the noise.  He has refused to do so. This is also part of the case notes with Infiniti.  He should contact Infiniti if he has any further concerns. Thank you 

  Customer Answer

  Date: 03/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: 1. The vehicle is NOT repaired, as the service advisor (Kyle) called yesterday (2/29/2024) and stated that he has ordered the incorrect part. 2. The cowl is detached from the windshield because the dealership replaced the cowl last month and broke the strip that is GLUED to the windshield which creates the seal. 3. I am represented by counsel, but we have yet to proceed with action, as we are waiting for this dealership correct the problem that they created. 4. The DEALERSHIP'S response is riddled with misinformation and inaccuracies  - which is expected. Similarly, a salesman at this dealership called me yesterday and asked if I wanted to trade the vehicle - he stated that the service department is undergoing a reorganization because of their sloppy service and failures. I require a rental vehicle until such time that the problem is corrected.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/05/2024

  The part is still on order, it's a piece of plastic trim under the hood that is not causing an issue. It has been secured until the new piece arrives. We will contact the customer once we have it, we will need about 30 minutes to install it.   Its all covered by his warranty. We will not supply a no charge loaner car for such a minor issue.  Loaner cars are for an overnight stay when a vehicle has a failure causing it to be unsafe to drive. This vehicle is certainly not unsafe. Mr ***** is welcome to try another Infiniti dealer as his vehicle is covered under warranty at any dealer. He has reached out on several social media outlets; he has contacted Infiniti Corp and been turned down. It does not appear we can satisfy his needs.   

  Customer Answer

  Date: 03/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: The response from the dealer is again inaccurate and not truthful. Infiniti corporate has not closed the case - the case remains open but the dealer cannot provide the part number that they have ordered - as the part does not exist independent of the windshield. It is common for dealerships that are unable to fulfill their obligation to suggest a different dealer - please provide the part number that was ordered. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/18/2024

  The customer traded in the vehicle two weeks ago at BMW dealer. It has since been discovered that the entire cause of this issue was that the windshield was replaced at ******** glass which caused the broken plastic. The owner had this performed which clearly caused the damage. 

  Business Response

  Date: 03/18/2024

  The customer traded the vehicle at a BMW dealer , the damaged front glass was result of the windshield he had replaced by ******** glass .

  Customer Answer

  Date: 03/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: it is true, I traded the vehicle for a brand that has competent dealership service. The manager is confused once again - the matter with ******** and this dealership are separate issues. This is now moot. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/21/2024

  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.

  this issue began in November when I sent my car to the dealership because my car was cutting off. I was told that I had issues with my fuel sensor of some sort. i received my car back and it was still having the same issues. I've had to tow my car back to the dealership 5 times and still no fixed car. I was then told that I needed to replace my fuel injector system. I paid for that service in December. I had not driven my car because I don't drive in snow, when I did drive my car in January after the snow melted, it kept cutting off on me again. From that point I had my car towed their again. Currently my car is still there and no one will return my calls regarding the service of my car. My car is still at the dealership broken and I don't know what to do besides make this complaint. If I had to spend this money to pay for a service that evidently did not fix my car I should be either refunded or my car should be repaired. Help me please.

  Business Response

  Date: 03/06/2024

  The vehicle is having an electrical problem that appears to be wiring harness related.  The symptom is very difficult to duplicate and we are not getting trouble codes from the vehicles computer. Nationwide Infiniti has spent an enormous amount of time and money trying to determine the route cause.  We have not charged the client for the numerus hours we have invested. The client will be sent an estimate today 

• Initial Complaint

  Date:10/06/2022

  Type:Sales and Advertising 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.

  I went to purchase a vehicle form Nationwide Infiniti of Timonium. they had a price listed for at vehicle at XXXXX plus tax tag and title. When I requested the buyers order there was an additional 2000 dollar fee added on to cover what they call is a certification fee. I asked what is that and they stated that was to guarantee the vehicle for 2 years. The vehicle has a 2 year transferrable warranty already on it. I spoke with the GM who's name is Randy and he is beyond unprofessional. I even ran the financing using the finance tool from their website, got approved for the price listed on their website. I asked for the buyers order and there it was an additional 2000 on it. Well how can that be. He claims the approval is invalid and real pricing is presented only in the office. This is clearly bait and switch and I think the state attorney should look at their business practices. Peoples credit are being pulled and financing not being honored.

  Business Response

  Date: 10/25/2022

  Consumer Response /* (2000, 6, 2022/10/12) */ I was contacted by the sales team at Infiniti of Timonium, and we were able to come to a resolution that was satisfactory. The level of service I was provided by the following individuals, "Cindy, Neil ******* and Chris *********** met my expectations and these individuals are an absolute asset to Nationwide Infiniti of Timonium. Their treatment of me is what excellence looks like. The vehicle has one minor issue which will be resolved with service. Other than that, I am extremely satisfied. Knocking on wood.

• Initial Complaint

  Date:09/21/2022

  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.

  On August 24, 2022, I brought my car to Nationwide Infiniti for routine, preventative maintenance. The maintenance included an oil change, tire rotation and a multi-point inspection. After the inspection, I was advised that the drive belt will need replacing in a few months at a cost of approximately $353.00. No other recommendations were provided and the multi-point inspection form was included to identify the wellness of the individual parts of the vehicle. On September 10, 2022, I was driving on a backroad to run an errand. Along the way, a tractor got in front of me and was driving about 10 mph. This went on for about a 1.5 miles. When the tractor veered off to the left, I pressed the gas pedal to speed up and the engine light became illuminated. My car began to jolt forward and I drove the car to the side of the road. The thermostat was close to "H" and car overheated, with smoke coming out of the hood. The car was inoperable. After being towed to Nationwide, the service rep mentioned that a rock must have placed a hole in the radiator because there was evidence of coolant spewing from the car's grill. With that theory, I filed an insurance claim. To my surprise, the claims adjustor denied the claim because Nationwide deemed the concern as a result of an old radiator that split at the seams vs. debris. The service rep quoted an over-all price of $4538.29 to replace the radiator, thermostat, hoses, etc. He also stated that oil was leaking from the valves and that I needed spark plugs. I expressed my concern of the price and my concern that Nationwide did not indicate any concern of the radiator or oil leak during the routine maintenance about 2 weeks prior. Had I not been driving at a slow pace on 9/10/22, I likely would have been in an accident, due to the nature in how quickly the car stopped working. I have spoken to the service manager, my insurance company and Infiniti corporate office. Resolution is either paying for or compensating the repair.

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/09/21) */ I am well aware of this concern and spoke last week in detail with Mrs *******. The radiator and the valve cover gaskets were fine during her Aug 24th visit. This car has 80,000 miles and is 9 years old. The radiator is leaking at the seam where the aluminum meets the plastic. We could not predict that the radiator would fail as the radiator showed no signs of leakage. The coolant level was fine. This type of coolant also leaves a very noticeable stain when it leaks. Mrs ******* told me the story about the tractor. We did not find any damage related to an impact. Mrs ******* overheated the engine to 286 degrees which cooked / overheated the valve cover gaskets. This engines normal temperature is 190 degrees max. The gaskets are now leaking badly. We recommended a radiator and valve cover gaskets with a warning that she may have internal engine damage from the excessive over heating. Time will tell if the engine has long term damage from the excessive overheating. She declined, towed it out and said she was taking the vehicle to another dealer . Consumer Response /* (3000, 7, 2022/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The condition of the radiator during the August 24 inspection was deemed as in good operating condition (as referenced in the invoice attached to the initial claim statement). Since its failure, it has been reported by Nationwide,that the radiator is old. The radiator failed and was identified as old just two weeks after the inspection. There hasn't been an explanation as to how the condition of the radiator deteriorated so rapidly in a such a short period of time. Nationwide's negligence created a precarious situation. Had the car been traveling at a higher speed, there would have likely been an accident. The car stopped during the attempt to accelerate. The car was then immediately parked on the side of the road until it was towed. Moments before the engine light came on, the vehicle was operable, the next moment, it was inoperable. Nationwide makes the claim that I caused the car to overheat to excessive temperatures. The car was parked upon the first sign of concern when the engine light illuminated and the inability to accelerate speed was obvious. The oil leak identified during this diagnosis is also concerning. I chose to move my vehicle to another Infiniti dealership, because their overall price to perform the same service is approximately $800.00 less. It is obvious Nationwide was price gouging and over-diagnosimg the issue. The new dealership shared that there is some leaking of oil, but not the dire condition as stated by Nationwide. Attached is the itemized list of services proposed by Nationwide. Business Response /* (4000, 9, 2022/09/27) */ As I stated earlier there was nothing wrong with the radiator during the Aug 24th inspection. No leaks , no stains from coolant leakage. The radiator failed between the plastic seam and the aluminum core. . There were no signs of impact, its just a part failure. We were not negligent as we had nothing to report related the the radiator. When the vehicle was towed back, we recommended replacing the radiator and the valve cover gaskets which was declined. I looked at the invoice dated Sept 22 2022 invoice number 16375 from *** ******** and noticed that they agreed with our diagnosis. I see they replaced the radiator and the thermostat as they stated it had been overheated to point of storing an overheat code . I noticed they also replaced the valve cover gaskets as we had recommended. We did charge Mrs ******* $ 165.00 to diagnose the overheating issue. I would like to offer a refund for that amount. Thank you

• Initial Complaint

  Date:05/30/2022

  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.

  On 03/05/2022, I purchased a Vehicle Service Contract with Infiniti in Timonium, MD in the amount of $3,907.86. The contract states "If IESNA, You and/or the Lienholder cancels the VSC within 60 days from the VSC effective date, then You will receive a full refund, less any paid claims" and "If the VSC was financed, then the refund will be paid to the lienholder unless proof of pay-off is submitted". In addition, in Maryland "if the refund is not paid or credited within 45 days after Your cancellation request to Us, then a 10% penalty will be added to the refund for each month the refund was not paid". My cancelation request was received on 04/29/2022 and refund effective date of 04/03/2022. When I saw that I was not credited by the bank and it was over 45 days, I called IESNA. I was told the refund was sent to the Lienholder in a form of a check. I financed the vehicle with 5/3 Bank and I was expecting the refund was sent to 5/3 Bank; however, they sent a check to "Nissan Motor Acceptance Corp". When I purchased the car, the dealership listed "Nissan Motor Acceptance Corp, LLC" as my Lienholder and NOT the bank I financed with. I've called the dealership to address the refund/lienholder issue. A dealership representative did see that I financed my vehicle with 5/3 Bank but Nissan was listed as the Lienholder, and I was told they'll have to look into it and will "give me a call back". No one ever called me back and when I called the dealership, they keep transferring my call to different people and was ultimately told to call back again. I have no idea where the "refund check" is, I've not been credited the full amount nor the 10% penalty, and I am still paying the full amount of the contract plus interest with the bank. I believe IESNA/Infiniti is in breach of the VSC contract.

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 14, 2022/07/06) */ 5/3 bank has received the full 100% refund and has applied to the customer account. If there are any over payments 5/3 bank will refund the customer.