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:02/23/2025

  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.

  I did a trade-in back in 2024 on October 31, and I still don't have any registration or tags. They didn't do my pay off correctly and wrote a bad check when it was time to pay off my trade in vehicle. I then got charged a late fee towards my credit because they didn't pay off my trade in time. At the time of trade-in, I kept my original tags, and they told me i will get my information in like 60 to 90 days depending on DMV. I called *** and they told me the dealership never turned in my paper work for no regiatration. I transferred my insurance that same day, which made my insurance overlaps and I had to hurry up and turn in my original plates. Never received a registration or 30-day tag. I had to keep calling and going to the establishment to get a 60-day tag. Very unprofessional, and they kept telling me that they were short staff. It took 2 months till they paid off my trade-in. Still haven't received another 60 tag. My last one expired. They should not be allowed to do any business if they can't provide the proper paperwork or tags. If this is not settled I will take legal action with my attorney.

  Business Response

  Date: 02/24/2025

  We are working on finalizing the *** registration for ************************** is correct in her timeline of events.  Her paperwork was rejected from the *** last week for a document correction.  This should be completed by 2-26 and we will deliver the tag to Ms. ******

• Initial Complaint

  Date:02/13/2025

  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.

  I Purchased a 2024 Infiniti QX60 Certified Pre-Owned vehicle on 05/04/2024 from Infiniti of Charlotte. The vehicle was sold with ***** miles on it, and includes a full 72 Months, ****** miles warranty. As part of the Certified Pre-Owned process, Infiniti of Charlotte performed a 4-wheel alignment. After driving the vehicle 6800 miles, several warning lights and a malfunction warning were triggered. I took the vehicle to a different (local) Infinity dealership close to me, and they diagnosed the issue as a severely defective alignment. The right tie-rod end nut (knuckle) was not properly tightened during the alignment process, and over the course of 6800 miles, the front alignment became severely out of spec and eventually caused several failures along with warnings and malfunction messages. The front tires suffered so much wear that they must now be replaced due to the negligent alignment during the certification process. The dealership that diagnosed the issue documented everything, and included photos of the loose tie-rod end nut that caused the issue. The local dealership aligned the front wheels to correct the warnings and malfunctions, and rotated the worn tires to the rear of the vehicle until I can replace them. I have the full report with photos from the dealer that resolved the issue (attached). They agreed that the alignment was not performed correctly by Infiniti of Charlotte. I contacted Infiniti of Charlotte, and the service manager told me that this is common, and they recommend a front alignment every ***** miles. I have never heard of such a thing as this. Also, they would not address or honor the alignment service from 10 months ago, and the actual mileage driven since we purchased the vehicle (6800 miles) does not matter. Most services are covered for 12 months or ****** miles. I was promised a call back to discuss tire replacement but have had no response. I have attempted to call, text, and email several times with no response.

  Business Response

  Date: 02/28/2025

  Good afternoon.  Infiniti of Charlotte will be glad to look at the vehicle for Mr. ************ The service director the customer was speaking with, **** *******, transferred to our sister store this week and is no longer here.  Our new service director ***** ***** will be your point of contact here.  He will reach out today or tomorrow to speak with Mr. ************ Tire rotations are supposed to be done every 5000 miles.  **** services are good for longer, but per Infiniti's maintenance, tire rotations need to be completed every 5000 miles.

  Customer Answer

  Date: 03/01/2025

   
  I am rejecting this response because:
  The issue is due to negligence with the front end alignment. Not tire rotation. The tires have been rotated according to guidelines. 

  Business Response

  Date: 03/03/2025

  Our service director attempted to call Mr. ***** on Saturday, March 1st.  He was unable to get a hold of him and left him a voicemail.  Mr. ***** needs to call the dealership and speak with ***** *****.

  Customer Answer

  Date: 03/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. The new Service Director ***** ***** was very responsive, helpful, professional, and replaced the tires. My confidence in Infiniti of Charlotte has been renewed
  
  Thank you. 
  

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 so disappointed in this business. After almost four months I still don't have proof of ownership for a car I purchased - NO TITLE, TO VALID TAGS, and at the moment NO CAR that I can legally drive. I assume the car is parked on the lot at the dealership. I purchased (cash) a preowned 2023 Infiniti QX50 Sensory (7750 miles) from the Infiniti of Charlotte on March 26, 2024. I drove the car home from the dealership, had the pleasure of driving it a few times, parked it in the garage. On May 14 tried to start the car and only heard clicks. I called Infiniti. They sent an AAA person who said something had completely drained the battery. The next day it happened again. I called the Infiniti service manage. He personally came to my house, the car wouldn't start, he jumped it & took it back to the dealership. That's the last time I saw the car. After six weeks I contacted the service manager, asked about the issue and why it was taking so long. He said it needed a new battery. They would return the car, but he could not guarantee the problem wouldn't happen again. I asked if I would get the title when it was returned. Called May 14, was told they were locating the title, expect to receive it in a week or so. Texted the sales mngr on June 7 inquiring about the title, was told he would check on it. On June 17th, contacted the Infiniti Consumer Affairs (ICA). Explained now I am not comfortable with the car. She referred me to a case manager who contacted Infiniti about the car not starting, relayed my concerns about title/tags. The rep suggested a repurchase (also my preference) but per Infiniti they are not in a position to do so at this time. On June 27th, I sent a message to the sales manager, no response. In addition to the problem of the car not starting & a dealership not having a title after all this time causes concern about legality of sale. Per their FB reviews, this is not a new problem. Is the general mngr aware? I request they repurchase the vehicle.

  Business Response

  Date: 07/31/2024

  We are currently working with the customer to resolve the issue with the title.  Infiniti ********* Services had an issue releasing the lien on the title and we had to apply for a duplicate title.  We are working diligently to get the title and tags processed.  There is a new General Manager at the store now assisting with this.  We should have this issue resolved in the next 2 weeks. 

  Customer Answer

  Date: 07/31/2024

   
  I am rejecting this response because: This has already gone on too long.  Something needs to be done to address this issue now.  After 4 months and numerous requests for a title (to include from Infiniti Consumer ***************************************** of ******** and ***** *********** being ignored; I have reached the saturation point.  I no longer want the car.  I want a full refund of the money paid for a vehicle that was illegally sold to me (Infiniti of Charlotte obviously knew they had no title to this car).  I was not informed over the entire 4 months.  I also want to be compensated for the cost of 4 months of not being able to legally drive the vehicle, 4 months paying insurance for a vehicle I don't legally own., 4 months of frustration, stress, pain and suffering worrying about whether I was scammed out of $50,000.  I no longer trust this dealership to follow through.  I no longer believe anything they say.  I just want this to end with a refund of the money I paid for the car.
  
  Based on complaints/reviews on Infiniti of Charlotte ******** page, this is not the first time this company has sold/leased a car with no title.  It illegal and unfair to the consumer.  And it needs to stop. 
  
  Sincerely,
  Virgelean Thorn
  
  

• Initial Complaint

  Date:10/16/2023

  Type:Sales and Advertising 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 a vehicle on 9/7/23 at Infiniti of Charlotte. The vehicle was supposed to be registered in **. At the time I was told by my sales person ***************************** that the dealership would contact me when my tag came in and I would just need to be responsible for paying my property tax in SC. I was given a temporary tag which expired October 7, 2023. On October 6, *************************************************************************************************************** yet. I asked if I would be able to get another temporary tag and was told that was illegal and they would not be able to do that. Later that day I received a text from my salesperson **** advising that in order for them to process my tag I needed to send a copy of my receipt for my property tax for SC. I asked **** why he failed to mention this to me as I would of had it taken care of prior to a day before the tag was suppose to expire and it was at that time, **** attempted to blame me and wanted to know didn't I have to do that before when I purchased a vehicle. At no point during my transaction on September 7, 2023 did **** advise that I needed to send him a copy of my property tax receipt in order to process my tag however I immediately went down to the auditing office to take care of this and sent a copy of the property tax receipt to **** the same day. I contacted **** to make sure that he received the receipt and he advised that he did and that I they should have my tag in on Wednesday of the following week. I again asked if I would be able to get a temporary tag as this was something that was of no fault of my own and was told no. On Wednesday **** called and advised that the tag would be in on Thursday morning. I contacted the dealership and was told it would be in after 4. I went up to the dealership and spoke with ***** who advised it would be in on Friday morning. On Friday morning I contacted the dealership again and spoke with ***** who advised that it would be in after 4

  Business Response

  Date: 10/16/2023

  ********************************* 30 day did become expired due to the dealership not having a copy of her paid property tax.  There was a breakdown in communication somewhere and **************** stated she was unaware she needed to provide that to **.  **************** then provided a copy of her paid ** tax to the dealership.  Once we received the property tax, we were able to complete the tag and title process within 1 week.  On Friday October 13th, **************** came to the dealership and received her tag.  The tag situation has been resolved.  We are sorry for **************** having to wait and apologize for the breakdown.

• Initial Complaint

  Date:04/25/2023

  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.

  I have been trying to contact this dealership about an issue I have been having with my vehicle which I believe to still be under factory warranty. I have called and left voicemails a couple times and never received a call back. I have called and spoken to a representative that takes my name and number and states they will hand deliver it to a service advisor and I dont get a call back. This is extremely frustrating because I dont have the time to drive to the dealership to get the run around. I would like to confirm my warranty status and schedule an appointment but I guess that is not possible with this dealership.

  Business Response

  Date: 05/15/2023

  My service advisor reached out to ********************** last week and we have scheduled a visit for him to come in towards the end of the month for service  He has been taken care of for now.  We dropped the ball by not getting back to him.  Thank you.