ComplaintsforINFINITI of Beachwood

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 25, 2023. The service secretary was kind enough to set up arrangements for my 2014 Infiniti QX80 to be picked up from my home and returned to the service dept. to be evaluated. The service tech that was handled the repair process of my vehicle was Alyssa. I texted consonance to the service secretary where to find information related to my vehicle as to when it was last serviced and my extended warranty. I received a response via email that this information would be provided to Alyssa. After two weeks passed, I contacted Alyssa who informed me that my vehicle was next to be evaluated and she would contact me upon the availability of a loaner vehicle and that I was next in line. I waited for a call from Alyssa after one week, yet the call from her never happened. I received several quotes via text for my approval of repairs to my vehicle that were required based on the evaluation. I approved two and called Alyssa about the other repairs that should be covered under my extended warranty. I informed Alyssa that weeks ago I forwarded information about my extended warranty. Alyssa stated she was not aware that I had a warranty. I instructed her where to find the information in the glove compartment. Alyssa stated she’d review the warranty, file a claim, and get back to me. After one day Alyssa called me and started my Warranty denied the claim, however, the service dept. Provided small interest loans that I may consider in applying for to repair my vehicle. My warranty co. Approved the claim. Now over 5 days, I’ve called back Alyssa, Sharon Lewis, and Alex Prats with no return call from anyone. I know nothing of the current status of my vehicle.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/8/23, I dropped my car off for an estimate and oil change. On the 10th I was forwarded an estimate totaling over 8500.which did not include why I brought my car in for in thr first place. As I declined the services I still was billed over 200 for declining the service. The dealership also included a 908.20 fee for breaking my ashtray and then billed me to fix it. So in all my oil change is costing over 800. Plus they are refusing to fix my ashtray they broke when I NEVER gave authorization for them to do any work on my car. My car has been held hostage for 8 days now and the manager is refusing to speak with me so we can get this settled and I get my car back.

  Business response

  10/27/2023

  customer initial complaint was CAN NOT OPEN ASH TRAY. Technician diagnosed with coin stuck in ashtray. We never billed the customer for all diagnostic work. We waived the bill and the customer picked up the car. NO further assistance available. Best of luck!! 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had my Nissan Armada towed to "Infiniti of Beachwood" on Wed. 09/13/2023 9:00 a.m. I had a phone conversation with my service rep. on Thurs. 09/14/2023 around noon. She advised me they were diagnosing the vehicle and then would submit an estimate to my warranty co. and would get back to me after approval. Day 2 Contacted Service Rep. on Fri. 09/15/2023 around 2 pm after not hearing back and wondered about the update. I was informed about the work that was approved would be covered and that parts were ordered and she would call me back on mon. when they got the parts. Day 3 Contacted service rep. Mon. about 2 p.m. on parts update. Rep. told me she wasn't exactly sure when parts are coming and would call me the next day. Day 4 After not hearing by 3p.m on Tues 09/19/2023 i went to the dealership and was able to meet with the Service Diretor Sabrel O*****. I was able to explain the situation and offered my assistance in any way, and in all sincerity going as far as offering to go get the parts. I explained how I needed my vehicle by Fri. He told me in the conversation that the service dept. had not been totally transparent with me. He offered for me to wait in his office for 30 min. while he went to talk to the service rep.I was pretty frustrated and told him I'd just give my rep. a call mid morning on the next day assuming that they would not actually call me with an update. Day5 I just let wed. go by and hoped I would hear from the Dealer and did not. Day6 On Thurs.09/21/2023 I called the service rep she at this point was a bit rude maybe it would be done by Fri. afternoon 09/22/2023.which would be Day7. She ended the conversation by Directing me back to the service director and transferred my call. I got his voice mail and as of today 09/26/2023 have not heard a word about my vehicle' Day9 business and 14 overall days since arriving at Dealer.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Infiniti q50 CPO in May, the finance manager at the time convinced me to buy the extended warranty (******). He told me at any time I was going to be able to cancel and they would issue a refund. After a couple of days I decided to cancel the contract. I tried getting a hold of them many times and there is no answer.. last person i talked to informed me the contract is "void" and it will be updated to my account in 6-8 weeks. I’ve been trying to follow up with them but turns out they have a complete new management group. I called ****** themselves and they stated since it was voided the dealership would have to issue the refund to the bank.. this has been an ongoing issue since may.. I tried talking to general manager of Infiniti and the new finance manager and both said they would get back to me. Everytime i got a hold of someone about they said it will not change my payment, I DO NOT CARE about the payment… I care about the sketchy business tactics and the interest I am being charged from the company warranty contract..This is something that should’ve been resolved months ago VIN *****************

  Business response

  10/05/2023

  Good afternoon, I have received this complaint and have investigated the cancelation request. The check was issued to ***** ***** bank on 9/25/2023. The refund was for the full amount so there is no monetary loss. I do apologize for the delay, but it appears everything is paid as agreed. It will take some time for this to reflect on your statement or bank records. Each bank is different but when it posts this will change nothing but your end of term payoff.  If you have any further questions, feel free to contact me directly.  

   

  Tim R******* Chief Operating Officer JDS Companies Automotive Division

  ---

  25900 Central Parkway Beachwood, Ohio 44122

  
  

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I thought I bought a vehicle 6 weeks ago but no delivery of vehicle and they refuse to cancel the auto loan.

  Business response

  10/02/2023

  deal was rescinded at customer's request. 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Subject: Formal Complaint - Unresolved Issues with Infinity of Beachwood To Whom It May Concern, I am writing to express my deep dissatisfaction and frustration regarding my experience with Infinity of Beachwood, a dealership located in Ohio. I purchased a car from them in September 2022, and since then, I have encountered a series of problems and issues that remain unresolved to this day. My ordeal began on the day I was supposed to pick up the car. To my dismay, the dealership discovered that the vehicle had a significant issue. They assured me it was a minor problem that could be easily fixed and requested that I return two days later for further evaluation. However, after several attempts to rectify the issue, it became evident that the problem was more serious and required a spare part. A month later, I returned the car to the dealership under the assumption that they would order the necessary part. Much to my frustration, they did not have the part in stock and rescheduled me for November, then December, each time claiming they needed the car on-site for the part to be ordered. In February, I surrendered the car to the dealership to allow their mechanic or corporate inspector to assess the situation. Since then, my car has remained in their possession, and I have received no concrete information about when the required part will become available. Despite numerous attempts to contact the dealership for updates, they frequently fail to return my calls. In a meeting with the service manager, I expressed my willingness to cooperate if they could provide a reasonable compensation for the considerable inconvenience I had endured. In July, exhausted by the lack of progress, I consulted an attorney to resolve the situation. I informed the dealership of my intentions and requested to return the loaner vehicle provided during this ordeal and retrieve my car until the spare part became available. During this encounter, the service manager unexpectedly threatened to involve the police, even though my car was in their possession. Since that incident, communication from the dealership has been sporadic, consisting mostly of vague updates and reassurances to wait. Finally, my attorney engaged with the corporate office, but their response has been uncooperative. They refused to cover attorney fees, failed to acknowledge the considerable time my car spent in their shop, and neglected to compensate me for the payments I continued to make on a car I couldn't use. Ultimately, I reluctantly accepted an offer to close this distressing chapter. I must emphasize that my experience with Infinity of Beachwood has been nothing short of a nightmare. This dealership's mishandling of my situation is deeply disheartening, and their corporate entity displayed a shocking lack of empathy for my plight. I implore you to investigate this matter thoroughly and take appropriate action against Infinity of Beachwood. I have lost a substantial amount of time and money due to their negligence and unprofessionalism. My car, which I purchased for nearly $63,000 with a substantial down payment, has been rendered unusable for a year. I seek the immediate purchase of my car back from the dealership and fair compensation for the ordeal I have endured. This situation has been nothing short of a nightmare, and I am eager to put it behind me. Sincerely,

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The Finance Director offered, suggested and sold me a maintenance plan which I later identified and the dealership verified that the maintenance in the plan was already included in the lease. I paid for the maintenance plan in cash. The dealership initially told me the refund would be in cash/check. When I called to check the status I was told that the refund would be applied to my lease payments. I have not received any documentation of the lease being changed to reflect this nor the rationale for this. I paid cash for a product, the product was appropriately cancelled by the dealership and in the normal course of business expect the refund to be in the same manner for which the product was paid.

  Customer response

  08/16/2023

  
  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. 

  Consumer gave verbal acceptance to BBB staff (**)

  Complaint is resolved. Company sent refund in the manner requested. $577. 
  
  Regards,
  
  ******* *******
  
  

  
  

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this company on April 15, 2023 as a part of the purchase I traded in my vehicle. This company was supposed to issue payment to the company that financed my trade in and they have yet to to complete this process. I have called and left messages they either do not call me back or tell me they will look into the issue and the. They never follow up on the issue. I have 2 car payments and 1 vehicle. I will never do business with them again.

  Business response

  05/18/2023

  The payoff check of $39,398.95 was issued April 30th and sent to Lexus Financial via US Mail.  

  Customer response

  05/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The payment was issued incorrectly because you failed to send the payment to the correct place. If someone would answer the phone or return calls you would know that. The process for ending the lease must be done through a Lincoln dealership. I have been trying to call to make you aware but your staff lacks the ability to return phone calls. 
  
  Regards,
  
  ****** *******
  
  
  
  
   

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Infinity customer service charged me the customer for towing service Inwhich the customer already has full coverage towing and bumper to bumper service currently

  Business response

  03/26/2022

  The customer was in dealership a week or so ago, he was instructed to provide us with the receipts, and we would submit them to warranty for refund on his behalf. he never submitted them to us. We will submit to warranty, and then the ball will be in their court to refund if it is covered. 

  Customer response

  04/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  See the attached receipt and copy of payment.

  Regards,
  
  ******* ******** ***

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have had my rear brakes replaced on my M37 2011 Infiniti 3 times in the last 3 years all at Infiniti dealers (one owner for both), and the current time last week on August 16 in Akron. This seems excessive to me and i believe some sort of guarantee for the work done 7/13/20 at Infinite of Beachwood. Most irritating they will not return my calls even to make some sort of explanation for the failed brakes! I had been a good customer and have spent thousands of dollars on service over the years, so i cannot understand the poor response. I am requesting a refund for the brake service that was done on 7/13/20 at least $500 of the total cost (i spent $2800 on these rear brakes these last 3 years). They have the records, but i have them also if required.

*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. ↩