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:07/10/2024

  Type:Billing 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.

  They took advantage of me because *** a female. Took my car in because my temperature gauge was reading hot. My car never actually ran hot and I explained this to the advisor name ***** on 6/25/24. I usually deal with ****** since, I've been in Austin. I asked for ****** and was told he was scheduled to be in later that morning. Fast ****, the next morning I received a message from ****** stating that the tech found that the o-ring around the radiator cap was leaking and luckily the tech had an extra cap for Q50. After letting it run for a bit in his bay there was no more overheating. I pick my car up that day and was charged $235 for a service performed that's the name on my receipt that was given to me. I trusted ****** because I have been dealing with him since I've been in Austin. So.. I didn't doubt anything. Leaving work that night my gas hand was reading upside down which let me know that's some other issue going on. Took my car to another shop and was told it was the instrument cluster going bad, which made sense because all my gauges in the car was reading incorrectly. Call ****** to tell him what happen on my way home and he said the same thing, it sounds like your cluster going bad. I told him my radiator cap is the same cap that was already on my car, and it never actually ran hot so, help me understand what I paid $235 for. He said for a pressure check. My receipt doesn't say anything like that, it says service performed. Please see all receipts below. I've been waiting for ****** to call me back since 6/27. Bottom line you took it advantage of me because I am a female and I want my money back and I would not recommend anyone going to Austin Infiniti for service on your car. They are crooks and will rip you off! ****** I am so disappointed in YOU!

  Business Response

  Date: 07/15/2024

  ******, thank you for sharing your concerns with us. We are accustomed to serving clients from all walks of life and deeply regret if anything was said or done to make you feel mistreated. We can assure you it certainly was not our intention to leave you with a poor impression. I have thoroughly reviewed the notes in our system and communicated with my team to understand this matter fully. During your vehicle's inspection, our technician discovered coolant on top of the radiator and core support area. He then cleaned up the coolant, refilled it to the proper level, and performed a pressure check on the entire cooling system. No leaks were found, but it was suspected that the pressure cap and block-off cap may have been switched, likely causing the coolant to overflow. Our technician corrected this and test-drove your car to ensure it was operating correctly prior to leaving our dealership. Regarding the instrument cluster issue, this was not addressed during your visit because our team was not aware of the problem. At the time of your visit, our dealership, along with ****** other dealerships, was experiencing a technical outage, which affected our ability to provide a detailed invoice. This outage also contributed to any confusion in communication. We strive to deliver superb experiences to each client and apologize for any inconvenience you faced during this process. I would appreciate the opportunity to discuss this further and come to a suitable resolution. At your convenience, please contact me directly at ********************************************************. Thank you again and I look forward to your email. - *************************, Fixed Operations Director 

  Customer Answer

  Date: 07/16/2024

  Complaint: 21966697
  
  I am rejecting this response because: I know there was coolant on the cap because I had added coolant to my car. Which lets me know when there was an oil change performed on my car my coolant level wasn't checked because it was low, by Infiniti of Austin, which is a separate concern. The coolant is still in my car today. This has nothing to do with coolant being on top of the radiator. Like I previously stated, my car never actually ran hot. It was the gauge display. Please refer to the pictures I've attached all pictures were sent to ******. Before and after service pictures.  My gauge was actually reading incorrectly on the morning I dropped off to Infiniti dealership. No cap was replaced on my car and if it was why would there be a perfectly good condition radiator cap, that's fits my year and make car, just so happen to be laying around the technician bay area? I would have rather pay for a new one. The choice wasn't given to me.

  *****, could you please honor the text message received from ****** on Wednesday July 10th, 2024 @ 3:57 pm. Please understand you lost a valve customer.

  Thanks in advance for my refund of $235.00.

   

  Regards,
  

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

  Business Response

  Date: 07/17/2024

  ******, thank you for the additional feedback. I would like to take a moment to clarify a few points regarding your visit. Our team did not let your vehicle overheat, and we never claimed there was an overheating issue. I agree with what you are saying and I believe we are on the same page: the vehicle never ran hot. You brought your vehicle in for a leak and that is precisely what we addressed. The gauge issue was not addressed because it was not brought to our attention until after you had already picked up your vehicle. Additionally, we did not replace the caps but rather moved them to the correct location. Attached to this response is a photo we took of the caps in a different vehicle, just as an example. It's not uncommon for the bottom right and top caps to get mixed up, but rest assured, we got this fixed for you. I understand ****** told you we were going to issue a refund, and I can assure you we fully intend on doing what was promised. Your refund of $235.00 has been initiated and should be getting to you soon. We appreciate your patience with this. If there is anything else I may assist you with, please do not hesitate to contact me. Thank you again and have a great day. - *************************, Fixed Operations Director 

  Customer Answer

  Date: 07/19/2024

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/12/2024

  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 am a disabled veteran and cancer survivor. I purchased a 2021 ****** Ascent from Austin Infiniti dealership on 9/25/2023 for $39,744.83 and exactly four months later on 1/25/2024 my 2021 ****** Ascent unexpectedly broke down due to an engine blown/locked up. I requested that Austin Infiniti pay for the cost of a new engine based on their dealership selling me a lemon, but they have rejected that request and brushed it off as a problem between ****** of ******* and myself. I have requested they pay for a new engine and components along with labor in anticipation that ****** may not honor their warranty. That's a different battle. ***************************, the manager who sold me the ****** Ascent, insist the failure was due to my previous oil change at ******** His speculation is without any factual evidence and wants to blame some other company. I want Austin Infiniti to either pay to replace the engine and all components to include labor or refund me the money that was paid for the 2021 ****** Ascent...39,744.83.

  Business Response

  Date: 02/16/2024

  **********************, thank you for reaching out to us. It's disappointing to see you are feeling this way about your experience, and I'd like to take this opportunity to address the concerns you have brought up. To begin, all of our vehicles must go through the reconditioning process before becoming available in our inventory, and your vehicle was no exception to this. The recon paperwork for your vehicle indicated no signs of engine issues, so while we understand your frustrations with this, Austin INFINITI is not responsible for reimbursing the cost of your vehicle. Throughout this process, our team has worked diligently to accommodate your needs and assist you to the best of our ability, even offering to cover the towing fee and provide a complimentary loaner vehicle. In return, we have been met with discourtesy and animosity, and we feel respect needs to come from both parties for any transaction to be successful. At this point, we believe we have exhausted all efforts to assist you with this matter. If there is anything you would like to discuss further, please feel welcome to contact me directly at *********************************************. Thank you again and take care. - ***************************, Sales Manager 
  

  Customer Answer

  Date: 02/16/2024

  Complaint: 21276998
  
  I am rejecting this response because:
  Based on the ************************* Warranty Act which is the federal law known as the Federal Lemon Law. Furthermore, the ***** Lemon Law covers a motor vehicle owner who is the following:

  A purchaser of a motor vehicle at a retail from a ***** dealer.

  I satisfied that requirement and Austin Infiniti is a ***** dealership.

  A person who is a resident of ***** and has registered the vehicle in *****. This condition is also satisfied. The statute goes on to state:

  Replacement:

  The defective vehicle must be replaced with one that is comparable to the original vehicle and acceptable to the consumer, minus the mileage used or 

  Refund

  The vehicle must be bought back for the purchase price minus an amount charge for vehicle use.

  I have been professional and have exhibited courtesy even though this is a stressful situation. I financed the vehicle with ***************************** ******************** at the cost of $39,744.83.

  I have only owned the 2021 ****** Ascent for four months when the engine locked up. I requested on several occasions any and all maintenance 

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

  Business Response

  Date: 02/21/2024

  **********************, thank you for your response. As stated before, our team did their due diligence in ensuring this vehicle was operating as intended before selling it to you. Attached to this message is the recon report showing all repairs and maintenance work performed. There are a few key details to this situation that have not been discussed in this interaction with BBB yet, and I'd like to bring them up as they are important in fully understanding what happened. In the 4 months between purchasing your vehicle and the engine giving out, you put ****** additional miles on it. Moreover, the vehicle had 2 oil changes at 2 different shops, neither of which were with our service department. As you'll notice in the recon report, our service team changed the oil and all filters before selling the vehicle to you, and the issues you speak of did not arise until after the vehicle had been worked on by 2 other shops. We understand how frustrating it is to be presented with unexpected vehicle issues, and we're sorry to hear you are dealing with this. That being said, Austin INFINITI has worked to accommodate you through this situation, even offering to cover items that should have been taken care of by the manufacturer, and we are not responsible for paying $39,744.83 for the cost of the vehicle. We wish you all the best in getting this resolved. Thank you again. - *************************, General Manager 
  

  Customer Answer

  Date: 02/21/2024

  Complaint: 21276998
  
  I am rejecting this response because:

  I want to know what vigorous inspection point program Austin Infiniti performed when they accepted to purchase the 2021 ****** Ascent from the previous owner? What maintenance records were requested from the previous owner to ensure they weren't purchasing a "lemon" and reselling it to me with such a bad ineffective and insufficient engine. I have requested their standard operating procedures when purchasing a used or trade in vehicle and how many specific points are checked to ensure they are receiving and then selling a quality product. During my conversation with *************************** on 2/1 at approximately 5:15 p.m. , he mentioned "the vehicle goes through a vigorous point system. He stated the vehicles go through $1500.00 of preparation and conditioning. When I mentioned to Mr. ********* the previous oil change at ******** he insisted ******* forgot to put the oil plug back on. That oil change was performed on 12/18/2023. If the plug wasn't put back in, the oil would have drained out and the vehicle would have broken down way before 1/25/2024. Furthermore, if what *************************** says is true about this dealership pulling a Carfax report, the dealership would have Never purchased this ticking time bomb and sold it as a quality vehicle. I received an email from ****** of America today denying the Powertrain Warranty claim on the engine and the components. In their email they acknowledged I have only had the vehicle for a short period of time and in that time I have been responsible with syntthetic oil changes. They contend this was due to a problem with the previous owner. The previous owner was Austin Infiniti and whoever owned the
  vehicle before Austin Infiniti didn't complete the required maintenance . ************************** has offered to do the labor in replacing the engine. I hope and pray Austin Infiniti will cover the cost of an engine and the required components to make this 2021 ****** Ascent whole again. I have been deceived and am still paying for the 2021 ****** Ascent you sold me. I delivered a check from ***************************** ******************** the same day the purchase agreement was signed on 9/25/2023. You received your money and it's unfair and unjust this disabled combat veteran and cancer survivor is being treated this way. Please meet me half way and cover the repair parts so I can move on from this horrible situation.

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

• Initial Complaint

  Date:12/19/2023

  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 purchased a 2022 Chevrolet LTZ on 9/26/2023 from Austin Infinity. Per verbal conversation with ***********************, the sales agent who helped **, Austin Infinity would cover the cost of repairs, should the vehicle need it, for having to replace a band/pulley that was making noise on the truck. Austin Infinity offered to give us a can of oil specialized for the belts/pulleys but we refused and considered not purchasing the vehicle at all. However, **************** was VERY insisting, cornering us into the truck and just telling us over and over how great of a deal we were getting, and how we wouldn't get a better deal anywhere else. When my husband again reiterated he was not comfortable driving off the lot with the noise the truck was making. **************** told us to take the vehicle to any **************************** and if there was any issues or fixing that needed to be done, to send him the invoice and Austin Infinity would handle it. We have sent to **************** the invoice for the repairs, as well as the recalls that the truck had. **************** assured us the truck was not allowed to leave the lot with any active recalls as that was illegal, however, the truck had 3 recalls on it when it was sold to us.

  Business Response

  Date: 12/19/2023

  ******, thank you for reaching out to us. We're disappointed to hear that this has been a frustrating experience for you, and I'd like to take this moment to address the concerns you raised. Firstly, each of our pre-owned vehicles goes through the reconditioning process before hitting our lot to ensure optimal safety and performance. While the mention of 3 recalls sounds significant, it's important to note that these pertain to non-safety concerns that still require attention but do not affect the safety of passengers. Dealers in the ************** are permitted to sell vehicles even if they have recalls on them, and we apologize if this information was not communicated to you properly. As promised during your experience, we are happy to cover the $395.05 of costs for repairs that Chevrolet performed on the vehicle. Our accounting department, located in a different office, is responsible for cutting checks and the process of us getting checks from them is rather intricate. We realize that this has taken longer than expected, and we regret any inconvenience caused by this delay. From what we can see on our end, ***** has done his due diligence in communicating updates to you as he receives them and we should have your check ready for you very soon. If there is any additional feedback you would like to discuss or if you have any questions, please feel welcome to contact me directly at ***************************************** and I will be happy to assist. Thank you again. - ***************************, Sales and Finance Manager 

• Initial Complaint

  Date:09/27/2022

  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 took my car to the Austin Infinite dealership on 8/16/2022 to have the air conditioner repaired as it was no longer blowing out cold air. On 9/9/2022 they texted me to let me know it was ready for pickup. I picked it up on 9/10/2022 and drove it home. On 9/11/2022 I responded to their customer service follow up text and told them the air was not blowing cold and asked if they were sure they fixed it. They responded by saying they could put some more freon in it. Later in the message the service advisor said they could "bleed the line". On 9/16/2022 they sent someone to pick the car up and kept it over the weekend. The service advisor said that the "freon was not evacuated and recharged so they had done that and it was finished. They returned it on 9/19/2022. I used the air conditioner that evening and it seemed to be working but the next day (when it was hot) it was back to the same situation of not effectively cooling. I called infiniti and they sent someone to pick it up for the 3rd and final time on 9/23/2022 but on 9/27/2022 they said there was nothing further they could do.I would like my money refunded as Austin Infiniti has been unable to repair my air conditioner--particularly not well enough to deal with the ***** heat.

  Business Response

  Date: 10/03/2022

  ******, thank you for sharing your thoughts. After picking up your vehicle and investigating this further, we were able to determine that the ** on your G37 is functioning properly, with the output temperature at the ducts being colder than Infiniti's specification. We do acknowledge that when we picked up the vehicle to check the ** after your initial visit, there was an issue with the Freon and oil level which we corrected, and at this time the system is operating as designed. My Service Manager and I were available to show you this and go over all of the details when you came to pick up your vehicle, and were told that you had wanted to meet with us, however when you picked up your vehicle you did not mention this to the Service Advisor, which we found out after you had already left our facility. My Service Manager and I are more than happy to go over this with you personally if you would care to do so. Moreover, we have a video that shows the duct output referencing INFINITI's specification which verifies that the vehicle is operating as designed. Here is the link to that video: https://vimeo.com/756484970/e38ff3df6a. If you have any questions or would like to discuss this further, please do not hesitate to contact me directly at ********************************************. Thank you and have a great day. - ************************, Fixed Operations Director 

  Customer Answer

  Date: 10/03/2022

  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. The filing of the complaint was due to the fact that the service advisor ****** texted me that no further work was being done--evidently they did something different because it seems to be working fine--consistently and I appreciate the repair.
  
  Regards,
  
  ***************************