ComplaintsforInfiniti Of Massapequa

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  3/5/24 -On 9/23/22 I purchased a 2018 certified preowned infinite QX60 from Infinite of Massapequa ($43,751.58) which still had a warranty until 7/2024, at the same time I purchased an extended an extended warranty which I was told was for the life of the loan, the ends in 2028. When I called Infiniti ********* services who is financing the loan to inquire about the terms, conditions/ start/expiration date of the extended warranty, I was informed that the manufactures warranty was still active until 7/2024 and there was an extended warranty that expires 7/2025 but there was also mention of the warranty covering73 or 75 months. I was bounced around to 3 different representatives, all giving different terms. I requested to speak with a supervisor. The supervisor also didn't clearly understand the verbiage in the contract. She gave me a case #-******** and the phone number for Infiniti Consumer affairs ************ to get the terms, conditions and dates related to the warranty because all she could confirm was what she had already confirmed and it wasn't clear to her and she did not want to give out false information.3/6/24- I called Infiniti consumer affairs, they confirmed that the current warranty ends 7/2024 and the extended warranty ends 7/2025. There was some mention of 73 months but, the warranty ends 7/2025. I stated I would like to cancel the warranty because I was told at the time of purchasing the extended warranty that it was good for the life of the loan. We began the cancellation process and I was told there was a $75 cancellation fee. I agreed to the cancellation fee. I was then informed that I would be receiving $1,000 something back instead of the $2, 495 minus $75. I declined to continue because he could not give me a reason for that amount. I have not used the warranty. I'm still under the manufactures warranty. I was given a case # ******** from VSC. I never had a copy of the warranty, I requested a copy, it was mailed on 3/5/24. pending ...

  Customer response

  03/07/2024

  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 and the matter has been resolved.
  
  I'm sending this letter as confirmation that ************************ and I have agreed that this matter is resolved.
  
  Warm Regards,
  
  ***************************; 
  
  
  
  
   
  
  

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for service for my qx56 truck with exhaust problem. I also had the codes regarding the problem which I gave to **** assistant manager. They repaired my truck and charged me ******* and I picked up same day. As Im driving home after picking up my truck it stalled on highway almost killing my whole family. I brought truck back next day and was called by ***** the manager and said you need new engine we cant clear low oil reading. I never had low oil reading ever. What ever work they preformed on my truck caused a oil leak in engine and now they saying I need new engine. I bought the truck brand new and always maintained it. Its been one month I have no car and was never given a loaner vehicle which Infiniti suppose to provide. I called corporate several times no one ever gets back to me. I spoke to the dealership yesterday and they told nothing can be done and ** very disappointed of how Im being treated. I dont know what to do and would like some help regarding my situation. Thank you

  Business response

  01/16/2023

  We've are working with this customer regarding the engine that is needed on his 2011 QX56.  After discounting the new engine several thousand dollars, the customer is going forward with this repair.  

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had been contacting Infiniti of Massapequa and st ***** for repairs on my vehicle while it was still in warranty they failed to return my calls or get me in for a month causing me to have to continue to use a vehicle that was unsafe. Finally got the vehicle in at 400 miles over warranty due to delays and they refused financial assistance after failing to respond to phone calls and email request and they to Infinit consumers affairs they they wouldn't provide assistance after causing such delay. I was told if I didn't get an inspection they would have helped me by the manager but I had to keep bringing it to mechanics because infiniti.. wouldn't fit. Consumer affairs said they had could approve the fix if they wanted to but the manager said because I didn't have prior service there they would deny.

  Business response

  10/13/2022

  We have reviewed the consumers file and have revealed the customer did bring the vehicle in for service past their warranty expiration mileage.  Infiniti Of Massapequa does not approve or deny warranty from the manufacturer, we can only abide by what their authorizations allow.  While we attempted to have factory goodwill imposed on this vehicle for the consumer, the factory denied such a claim due to lack of service history.  This consumer should be contacting Infiniti Consumer Affairs with this issue, not the individual dealers, as Infiniti makes all determinations regarding the warranty and goodwill on their vehicles.  It is discouraging to receive this complaint as we had attempted to help this customer with ********************** goodwill, but the manufacturer denied this request.  We apologize for being unable to correct the consumers vehicle, but the manufacturer controls all aspects of warranty repairs.  Again, the consumer should be in contact with Infiniti Consumer Affairs regarding any further issues with a warranty exception.

  Customer response

  10/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The factory did not deny my claim, per Client Affairs the dealer is the one that denied despite the fact that had they gotten my vehicle in when i tried to get my vehicle in it was within warranty. The dealership themself said that because i dont have my vehicle services there (ie i dont pay them for my oil changes) that they would deny my claim. My vehicle was within warranty it only fell out of warranty because they did not get me in intimate and other other Infiniti would not offer me a courtesy vehicle. My car isn't ****s over warranty. It only feel out of warranty because Infiniti neglected to get my car in on time and told me not to worry about it it would be fine. So the dealership denied it. Therefore, they are lying in regards to the denial.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

*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. ↩