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:01/06/2025

  Type:Order 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.

  Signed purchase agreement 12/24/2024, placed a down payment via credit card and took remainder as a cashiers check. paid for flights, ****, hotel, signed 90% of paperwork and then because I left a one star review on ****** they pulled the deal - which left me and my daughter 8 hours from home, with no way to get home and now numerous expenses. I am owed my original down payment and all costs incurred as the did not honor the agreement.

  Business Response

  Date: 01/27/2025

  Customer showed up at the dealership and instantly demanded that we expedite her paperwork. She became verbally abusive towards Sales Associate, Finance Manager and Sales Manager on site. She was then informed that we are refusing to do business with her due to her abusive behavior as well as the fact that she had just left a negative review while still at the dealership. The customer called a family member to come pick her and her daughter up and was never left with no way to get home. Furthermore, the original down payment was never received and therefore there is no loss of down payment to refund. If you should have any further questions or need any further information please feel free to contact us.

• Initial Complaint

  Date:12/27/2024

  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.

  Leased a 2024 Infiniti Dealer will not give me copies of documents I signed, Dealer promised it's been a month now should have received the same day

  Customer Answer

  Date: 01/11/2025

  Have resolved this situation myself.

• Initial Complaint

  Date:12/27/2024

  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.

  I purchased a vehicle in November I was told that although I don't have a remote start from the key I will be able to remotely start my car from an app on my phone a week later when I noticed that the remote start was not on my car I called customer service I was first told that it was the way he set it up and that's why it wouldn't start then they came back and said this car does not have remote start from your app I specifically ask for this type of car he knows it I have a witness who also hurt him say that at least you can start your car from your app I let him know how important this is because I am a traveler for my work and it is important that I will be able to remotely start my car he also sold me a car that did not have the features that I asked for after he wrote the car up he didn't want to change it and said that they did not have the car on the lot on one he try to sell me a two-wheel drive instead of a four-wheel drive and told me if he had never told me about it was four-wheel drive that I wouldn't have even known and I said exactly you told us about it and that's what I want because I travel now he is saying that he never told me that now no one will return my calls and I have tried calling several times I have called a **** and left a message I have also called ***** and left a message I spoke with the salesperson Cip who now won't return my calls or respond to my text I just want a remote start from the app so I will need this put on my car without me having to pay for it when this is what I asked for in the beginning he was just too lazy to change the car that I wanted I accepted the fact that he didn't sell me the card with the seats cooling or the navigation system I'll let that go but I did not want to let go the fact that I am a female and if I'm in trouble I need to be able to jump in my car or if the weather is too cold I need to allow my car to warm up this is very important to me

  Business Response

  Date: 01/27/2025

  Tell us why here...Upon receiving the BBB complaint, it was realized that we had already come to an agreement with our customer, and the issue had been resolved. 
  
  
  Our customer explained that she thought the salesperson told her the vehicle she was buying had a remote start system, but it was not available on her vehicle. As a means to resolve the issue, we first tried to work out a deal for her utilizing employee pricing on the trim level that has remote start equipped from the factory. We were unable to make the figures work, so we offered to pay for half of the cost of installing the feature on her current car. She agreed, the appointment was set, and we worked around her schedule to get it handled.
  
  
  To conclude, the customer issue has been resolved, and we have a happy customer once again.

• Initial Complaint

  Date:01/25/2024

  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.

  My car was involved in an accident on 08/10/23. I had my car towed to Infiniti of LV ***************** They repaired my car and then my car went to Infiniti of LV ****************** for more of the recommended repairs. When I received my car back I let them know it drives weird it is jerking to the left and right when driving at all different speeds. I brought my car in they told me it was because my tires were bad and I needed to get new tires. I had 1 new tire replaced with the collision and the rest were older tires. The Infiniti Services told me this was the cause as the alignment was showing all green. I had all 4 tires replaced and the problem still persisted. I took my car back to Infiniti Service and the ********* center the representative told me they see the problem it is not safe to drive and they put me in a courtesy vehicle while they work on it. After about 2 1/2 weeks I received a call that they could not repair my car, I needed to pick it up and return their courtesy vehicle. I asked about the repair I was instructed to file a complaint as it was a defect with the car. Since I bought the car on 02/12/22 it has only been serviced at Infiniti of Las Vegas. I did not have this problem until after the accident. I am now left with an unsafe car to drive and no resolution after I have paid for $16,586.87 worth of work on this vehicle.

  Customer Answer

  Date: 02/05/2024

  I have attached 2 different estimates for repair on my vehicle. I received the estimate from ********* after reporting that there was something wrong with the car to Infiniti of Las Vegas. This was 11/27/2023, Infiniti told me that I needed new tires and that would fix the problem. When ********* observed it the showed that I needed a repair to the right control arm. I then took it back to Infiniti who told me that what ********* saw was wrong.
  
  I replaced my tires on January 4th, 2024, when I drove off the same jerking persisted. I immediately made an appointment for Infiniti the next morning. After Infiniti drove my car, they immediately noticed the jerking motion. They gave me a courtesy vehicle to drive while attempting to find a solution to the jerking motion. They resolve on January 25th, 2024, to tell me that they cannot see a reason for the jerking motion. I was to pick up my car and file a complaint with Infiniti Corporate as it was defect with my vehicle.
  I picked up my car and took it for another opinion at Ultimate Auto. They also notice the right control arm. I have attached their photos and estimate. As I continue to review the repairs that I was charged for by Infiniti of Las Vegas Service I noticed the repairs were not made given the information provide by ********* and Ultimate Auto. I was charged for the replacement of both lower control arms. I was charged for replacing of filters as noted on the ********* my filters were dirty and needed to be replaced. The key battery was charged for replacement, my dashboard reads that the key is low on battery, it was never replaced. Various fluids were noted low by ********* as well when they were charged for replacements at Infiniti of Las Vegas Service.  It also concerns me that while Infiniti had my car for ******** and then transferred to the ****************** located at the same location, it was driven 453 miles according to the Infiniti paperwork mileage readings.

  Business Response

  Date: 03/13/2024

  The claim that the pulling issue was caused by the accident is not valid. we inspected the body repair the body repair and her insurance company reviewed the claim and could find nothing wrong with the body repair. Her request to have the vehicle totaled is between her and her insurance company and in my opinion is not going to happen. The wandering condition was reported to us 3000 miles after the collision and mechanical repair. We explained to her that we had several other vehicles experiencing the same condition as hers and Infiniti was looking into the problem and we would let her know as soon as the came up with a solution. Infiniti has come up with a solution to replace the right side control arm and knuckle in a pair. We have done this repair on several other vehicles and they are perfect. I contacted MS *************** and offered her the repair at no charge and she declined stating I insulted her. The budget for her repair went to another client. Her estimate from ********* is not going to fix the vehicle and she will waste more time and money. Please see attached email and engineering report from Infiniti.

• Initial Complaint

  Date:08/28/2023

  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 had an ongoing issue with this particular Infiniti dealership as far as overcharging/ not doing the work on my vehicle. I have taken my **** m35 to this dealership six times since I moved from ********** in 2022. Admittedly the vehicle is older with about ****** miles but has be meticulously service at 90 percent Infiniti dealerships since I own in 2015. Last July I spend over $1300 on this vehicle to be serviced with all thier recommendations to have it in tip top shape, only to have to it break down on the way home. Problem was eventually resolved (new battery) but as experts on their own particular vehicle seems just with the 36 point inspection should have been found. After two other routine oil changes I went for a third on 6/5/23 I was given a new service representative an *******************. There were no issues that I could readily observe ie no leaks, vibrations etc other than the brakes seemed to wobble and seem to be wearing. After the inspection I was told I needed a front and rear brakes, a torn intake boot, and front differential leak,and engine air filer for $2400 all were said to be critical repairs that needed to be addressed right away. My first response to ***** as she show me pictures of some car with **** was. On my previous oil change why wasnt this recommended, she said it should have be but with no further comment. The brakes were fine initially until august of this year I noticed the brakes were pretty loose and going more towards the floor I made an appointment for 8/28/23 and was told now the master cylinder and other leaks were found for another whooping $3000 *********** showed no compassion on my plight of having just had my recommended brake services done and told me Id have to pay $189 to have brakes checked that were supposedly fixed 60 days prior. To add insult to injury after I declined the gouging when I got back in my vehicle my brakes felt worse than when I brought them in. I called back to speak to service manager and am awaiting his response

  Business Response

  Date: 09/01/2023

  Spoke to customer on 9/1 and explained the previous brake work performed has no connection to his current problem. The problem he is having now is an internal leak in the hydraulic system. The estimate given to him was $3269 to replace the brake booster, master cylinder and hose. I explained in detail that the brake booster is not available anymore. I put together an estimate having the brake booster rebuilt and a aftermarket new master cylinder. The estimate in the interest of customer satisfaction was $1500. He also has an air conditioning problem which requires a compressor replacement . original estimate was $2371. was able to use a new aftermarket compressor installed for $1146. In my opinion this was excellent pricing for the work needed. Customer declined. Dealership cannot offer anything else.

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20533343
  
  I am rejecting this response because:
  When I spoke to the manager he informed me about parts that were not Infiniti parts for the brakes and also about a third party working on them. Also he did not mention anything about the air compressor so I dont know where that lie came from. He also was disingenuous as he told me during our initial discussion that he would replace the $198 that he agreed was egregiously charged me by his service advisor, then subsequently refused. I also had a third party dealership advise me that work previously said to be performed (replacing dirty engine air filter) was not in fact done. I have receipts from Infiniti saying filter was replaced and I was charged on June 28th. Then receipt on my last visit saying it was a recommended repair. Thirdly I have and estimate from ********* auto saying air filter needs replacement and had not been changed. I believe this dealership either has technicians that are incompetent or they want me to get a new vehicle. I have never heard of an actual dealership not providing services that were paid for. And as Ive paid over $5000 in the last 18 months can I reasonably assume my vehicle has been expertly and carefully taken care of
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/19/2023

  This is the 2nd response to this complaint. Explained fully to the customer that the brake repair previously performed has nothing to do with the repair needed now. ***re is a hydraulic problem now and previously we  replaced brake pads and resurfaced rotors. I do see the point that the customer spent a lot of money on this vehicle but it is a 2015 with high miles. *** original estimate for ac and brake repair was $5600. In the interest of customer satisfaction I put an discounted estimate of $3175. *** customer declined and told me I will see you in court. Please close case and no further action will take place on our part.

  Customer Answer

  Date: 09/20/2023

  This business is lying he never sent me a resolution on this matter for $3000. Also he promised to repay a $198 charge for checking my brakes when I had just paid $600 for. Also an engine air filter was supposedly replaced and an independent repair company confirmed it was not and I have proof. I want to be refunded for each item

• Initial Complaint

  Date:07/27/2023

  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.

  ON 7/12/2023 my Infiniti was driven to INFINITI for scheduled maintenance. Enroute my vehicle became distressed, so it was towed the remainder of the way. I was given a $4700 invoice for repairs that led me to question the authenticity of all of this work they claimed I needed some of which I had just had done while in ******* before a road trip, but I was never provided reasonable explanation of whIch repair(s) specifically caused the vehicle to malfunction. Ultimately I declined the $4700 in repairs as I felt as if I were dealing with a shady, hustling operation rather than a high-end respectable service technician or dealership. The Service I PAID for was not provided. INFINITI OF LAS VEGAS appears to be a fraudulent dysfunctional operation. An attempt was made on behalf of INFINITI to purport services to my vehicle i.e. oil change, pressure test, tire rotation and car wash, but vehicle was returned EXACTLY as it was sent to the dealership with no evidence showing any work had been performed...vehicle was dirty (not washed) with the same residue & no fingerprints disturbing residue that showed the hood had ever been opened; no evidence or results from a pressure test being performed; the defect in the radiator could be seen through the grill and did not require a pressure test; no sticker in windshield after completion of oil change showing current mileage at time of change and suggested next oil change. Tires did not appear to have been rotated. Dealership mgmnt stated the car did not run. If anyone had attempted to service my vehicle they would have known the vehicle was at no time disabled from starting, moving, or incapable of those services being performed. Dealership held my vehicle from being released stating that I did not pay the invoice BUT I did PRE-pay my invoice and was sent a receipt electronically. The ENTIRE experience was a fraud, negligent, discriminatory, defamatory experience that no Infiniti owner should ever encounter.