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:04/17/2025

  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.

  8/3/2024, 9/13/2024 and 9/23/2024, my qx80 stalled on the highways, putting my safety at risk and each time at the dealership, with process of elimination, diagnoses of throttle body position issues, with different codes and each time I had to pay, no work was guaranteed and lastly, I was told the *** could be the cause. Reported issue to the Dallas regional Infiniti office, the *** was replaced, and I was given a discount of $1400 in October 2024. Serviced dated above incurred $806.63, $994.38 and $1325 respectively. 3/31/2025, my car stalled abruptly on the highway due to the acceleration issues again. 4/2/2025, the car was taken to Grubbs, a loaner was given to me and later 4/9/2025, Grubbs advisor said Technician is recommending the "harness" to be replaced as that might be the cause and its $10,700 plus. I spoke to the service manager Dany, who suggested they could discount the repairs for $7900. I inquired about any warranty of the same issues I have paid and its unresolved and no mention of such besides the demand on fixing the harness or return the loaner. I asked for copies of services and maintenance done on the car and later Dany suggested he will call the regional Manager to see if any assistance could be rendered, and I also called the regional Infiniti ***, both phone calls reported due to "high mileage" my qx80 does not qualify regardless on the same issues reported and supposedly fixed. 4/16/2025, **** reported since the regional cannot assist with any funds to fix the 'harness", Grubbs will discount the repairs from $10,700 to $4800. I asked about the warranty of services done in September, no response offered. Last trade in value quoted at Grubbs on 4/9 was $2000 due to all the problems the car has going on. I feel I am being unfairly treated as a customer and a faulty car was sold to me from the start, considering it was certified preowned. 4/22/23 service of $2214.45 had throttle issues done. Loaner needs to be returned today, my car unfixed.

  

  Business Response

  Date: 04/25/2025

  This vehicle is out of warranty due to age and mileage. It is a 2016 QX80 with ******* miles. We originally offered to help the customer by discounting the repair by half, the customer did not want to repair the vehicle. We consider this matter closed. 

  Customer Answer

  Date: 04/28/2025

  Complaint: 23216398
  
  I am rejecting this response because:
  The problem regardless the high mileage and out of warranty, was repaired supposedly 3x times and each time I paid, after the 3rd time, the *** was recommended and I paid for that repair too. When I asked if the harness theyre recommending will solve it, I was told they cannot guarantee because theyre using a process of elimination. Poor quality customer **********************, buyers beware and choose a different dealership that will do the right thing and not watch you throw your money away. Buyers beware and dont bother with the certified preowned, my car was an auction car, not disclosed at the time of purchase. Lying to a different level. 
  
  
  ****** ******

  

  Business Response

  Date: 04/29/2025

  We consider this matter closed.

• Initial Complaint

  Date:04/10/2025

  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 purchased a used car (2023 Infinity Q50) from ***** Infiniti on March 12, 2025. The price of the car was $29,000. Grubbs Infiniti added a $1,495 charge to the price of the vehicle that should not have been added since the car was used, sold as is (with remaining warranty) and it had not been delivered nor ordered from a different location, nor had any additional options added to the vehicle. These types of additional cost are reserved for new cars, and this was a purchase of a used car. The financing was done very fast as the finance person, *******, flipped each page very rapidly for me to sign. When I got home and had time to review my contract, I realized that the price was no longer $29,000, but it had been inflated to $30,495 (Line 1 of the Sales Installment Contract ,page 2 of the attached file, Total amount on line 1 is $31,588.44 which includes a $1,093.44 sales tax amount. This amount should have been $29,000). In addition my cell phone number and email were incorrect. I have attached a copy of the finance agreement as well as the car price as it was listed on their website and the price I was also quoted when I arrived to look at the vehicle.

  

  Business Response

  Date: 04/25/2025

  The contract is very clear on the price of the vehicle. Customer signed all documents. 

  Customer Answer

  Date: 04/25/2025

  Complaint: 23184880
  
  I am rejecting this response because:  The price of the vehicle was $29,000.  The price was inflated to include an invalid add on that does not and did not exist for the used car.  This practice is illegal and unethical.  
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 04/25/2025

  We don't renegotiate after a deal has been agreed on. We consider this matter closed. 

• Initial Complaint

  Date:04/03/2025

  Type:Product 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.

  Hello. On March 17, 2025 I was promised a refund of $500 for a car deposit that was paid on March *******. I followed up concerning the refund and was told the request was made for the refund on March 20, however as of April ****** I have not received any refund. On April 1, 2025 I called management twice, but the phone was disconnected both times when someone picked the call. Would like my refund.

  

  Business Response

  Date: 04/03/2025

  The deposit has been refunded. Thank you.

  Customer Answer

  Date: 04/04/2025

  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,
  
  ********* Muluzi

• Initial Complaint

  Date:02/28/2025

  Type:Delivery 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 filing a formal complaint against Grubbs Infiniti, located at *****************************************, for failing to provide my vehicle title, which has caused significant inconvenience and financial distress.I purchased a 2019 Infiniti QX60 from this dealer in March 2023, financed through Infiniti Financial Services. I fully paid off the loan on November 6, 2023, and have been actively following up with the dealer since April 2024 regarding the release of my title.Despite receiving the lien release certificate from Infiniti Financial Services, I was informed that the title has not been transferred to the county office due to discrepancies. I have repeatedly contacted the dealers Title Team, and while they acknowledged the issue and promised to resolve it, they have failed to take any meaningful action. They issued two temporary registrations, both of which have since expired, and I have not received any further updates.Under Texas law, a title transfer must be completed within 30 days, yet it has been over a year, making this delay legally unacceptable. I am now trying to sell my vehicle, but I am unable to do so without the title.I request the BBBs assistance in ensuring that Grubbs Infiniti immediately provides my title or takes the necessary steps to resolve the issue. If this matter is not addressed promptly, I will have no choice but to escalate this further through legal means.

  

  Business Response

  Date: 03/26/2025

  At some point the *** rejected the application. They don't tell the dealership they tell the customer/lien holder. The *** needs a ****** inspection, and the first available date is May 8 so we will handle getting the vehicle inspected. We will also get a new temporary tag for the customer

• Initial Complaint

  Date:01/28/2025

  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 2022 Q50 infiniti from Grubs infiniti. My car has a ****** mile warranty. I have ****** miles on the car. In January 2025, the car heater stopped working. ****** states most common reason is a coolant leak. I checked my coolant level on my car and it has no coolant. I fulled the coolant reservoir to the full line. Seven to 10 days later my heater stopped working again. I checked my coolant level again and it was zero. This means that I lost about a gallon of coolant in less than 2 weeks. I took my car to Grubbs Infinit in Grapevine. Grubbs saw coolant crusted on my water pump evidence of the leak. They said they submitted a warranty request to Infiniti to have the water pump replaced. Grubbs states the warrany request was denied and that I should drive my car around until it gets worse. On 1/28/25, I called Infinit consumer affairs and they state they have not received a warranty complaint. Either way, I need the coolant leak fixed under warrany.

  

  Business Response

  Date: 02/24/2025

  We are currently working with Infiniti to solve this issue. 

  Customer Answer

  Date: 02/25/2025

  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:01/06/2025

  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.

  Grubbs dealership service department had had my car for over three months. I dropped it off for service with a check engine light showing on October 12, 2024, and picked it up on January 3, 2025. My car is under warranty, and none of the issues have been fixed. I have picked it up twice now, and the engine issues remain. New warning lights are on, such as the traction control, the parking brake light does not turn off, and the engine is still running poorly. The warranty company called and stated that Grubbs charged me a $1,500 tear-down fee without reason, which Grubbs refused to refund. The warranty company noted that all repairs were approved on their end, and they were waiting for Grubbs to communicate with them. I had over 10 unanswered calls and emails before Grubbs finally returned my calls to let me know they had not begun working on my car after two months. Now that I have picked it up, all issues remain; I was charged a fraudulent amount, and they did not work with the warranty company to complete any lasting repairs to my vehicle. They are now refusing to return my calls or provide a loaner car. I have no idea what to do anymore. All of my calls with this company have been recorded, and I have a long history of emails that went unanswered. They refuse to honor the warranty I have been paying for, leaving me with an inoperable vehicle and no way to transport myself to and from work. This has been ongoing for months and has been very damaging to my mental health and ability to work. I have ********************************************* answers, ignore my calls, and state different information every time. They have been acting exceptionally unethically. I can illustrate this with the phone calls, the issues my car is still experiencing, and the time they have kept my vehicle without providing any information or scope of work on repairs.

  

  Business Response

  Date: 01/21/2025

  There were 2 parts to the repair. The teardown was required for the warranty company to determine cause of failure and approve it. They approved only the first part. Grubbs took care of the second part of the issue for a total cost of $5,754 for our customer. The teardown cost was required. 

  Customer Answer

  Date: 01/22/2025

  Complaint: 22773739
  
  I am rejecting this response because:

  The warranty company directly stated there should be no tear down fee. You had my car for 3 months and did not complete the warranty work or work with the warranty company to complete repairs. They called me directly and stated that you would not return their calls, and there should be no tear down fee. I need a refund. 

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

  

  Business Response

  Date: 03/18/2025

  Initially, the client came in with a concern about the check engine light being on. Upon diagnosis, we found code P0087 stored in the *** and determined that bulletin ITB19-027A applied. After performing the reprogramming, additional codes P0012 and P0022 appeared, indicating an issue with the intake camshaft position timing.

   

  We contacted the extended warranty provider to request approval for replacing the sprockets and chains, as our experience has shown that replacing only the *** control modules and actuators does not resolve the issue. The warranty provider required a teardown for inspection and informed us that the client would need to approve it. The client provided approval on 10/30/24 at approximately 5:03 PM.

   

  Following the inspection, the extended warranty provider approved only the *** actuators. Had they approved the sprockets and chains, we would not have charged the client a teardown fee, as no additional work would have been necessary. The advisor communicated this to the client, who agreed to pay the teardown fee.

   

  After replacing the *** actuators, we conducted a test drive to ensure quality repairs, and everything checked out. The client picked up the vehicle but later returned, reporting that it would not exceed 35 mph. Upon further diagnosis, we found that the same codes, P0012 and P0022, had returned. We then recommended replacing the sprockets and chains as initially advised.

   

  To minimize additional costs for the client, including another deductible fee, we collaborated with our service director to have the repairs covered under goodwill. After replacing the sprockets and chains, the vehicle performed well, and the client has not returned with the same concern.

  Customer Answer

  Date: 03/18/2025

  Complaint: 22773739
  
  I am rejecting this response because:

  The car remained damaged and I had to sell it to avoid further cost. The warranty company stated there should be no tear down cost, I am due a refund for the tear down cost. 

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

• Initial Complaint

  Date:12/17/2024

  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.

  On November 23rd 2024 , the dealer signed me into a contract for purchase of a car, ****** Highlander year 2015 . The dealer lied to me that the price of the car had a cash value of $15000 BUT if financed through Bank it would go for $24653.21 inluding the compounded interest. On 16th December 2024 i opened my mail box and was shocked by the figure of $39981.60 that the Bank (SANTANDER ************) sent to me which i need to finance. The Bank said that the amount financed of $24653.21 would attract finance charge of $15328.39.I contacted the Bank and told the Bank and informed the Bank that i would like to surrender the car . The Bank gave me referance number ******* . They said that if i surrender the car they will auction it and will charge me some fee and that it will affect my credit history. I find this UNFAIR .It in this respect that i KINDLY requset BBB for protection. I thank you in advance.

  

  Business Response

  Date: 12/17/2024

  Please contact the bank to discuss any credit report issues. We have no control over interest rates or how a vehicle is paid for. When looking at the letter your interest rate and payment were lowered from what was agreed on at the dealership. 

  Customer Answer

  Date: 12/17/2024

  Complaint: 22696653
  
  I am rejecting this response because:

  When i entered into contract and the burgain, 

  I did it with the dealer and NOT the bank.

  The dealer was supposed  not to hide from me the finance charge that is so exhobitant like this.

  
  
  Regards,
  
  ******* Ongode

• Initial Complaint

  Date:12/09/2024

  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 own a 2023 Infiniti Q50 that has experienced numerous defects and abnormalities since I purchased it. Over the past year, I have had to bring the car to Grubbs Infiniti in *********, *****, multiple times for extensive repairs, including replacing the body control module, electrical harness, and A/C pins. I have diligently recorded videos of the defects as evidence and shared them with the service department.Most recently, my car began making an abnormal noise in the dashboard. I recorded the noise and scheduled an appointment with Grubbs Infiniti. I dropped off my car on Friday, November 15, 2024. My initial service advisor acknowledged the noise in the video and checked me in. However, he passed me to another advisor as he was leaving for vacation.On Thursday, November 21st, the new advisor requested that I send him the video to forward to the shop *******. After two weeks, on Friday, November 29, 2024, I was told to pick up my car. The service advisor claimed the shop ******* drove the car twice and concluded that "nothing was wrong with the car" and that "all Q50 models make that noise."When I picked up my car, I received no written report or documentation explaining the diagnosis or repairs performed. Furthermore, I was informed about an item on back order for my car but no documentation that shows my car was there. Despite my repeated calls to the service advisor, *****, and the Service Director, ***** Saliva, no one has returned my calls.This dismissive treatment is unacceptable. My car has presented multiple documented defects, yet Grubbs Infiniti refuses to take my concerns seriously. If all Q50 models make this noise, why did the three loaner Q50 models Ive driven not exhibit the same issue? Additionally, the noise is intermittent, which raises questions about why it doesn't occur consistently.I am requesting Grubbs Infiniti conducts a thorough investigation of the intermittent noise in my car's dashboard and make an attempt to locate the issue,.

  

  Business Response

  Date: 12/19/2024

  This issue has been fixed. 

  Customer Answer

  Date: 12/22/2024

  Complaint: 22656449
  
  I am rejecting this response because: I am rejecting this response because: within a couple of days of the repairs on December 13th & December 14th the noises returned. The shop ******* and my advisor gave me superior service and began repairs to my car immediately. The defects presented by my car are rare and often hard to duplicate. ****** USA and Grubbs Infiniti are aware of the issues and refuse to do the right thing by me and for me. I have included new videos of the noises and the *** screen blacking out/rebooting while I am driving the car. I was waiting to schedule repairs until after the start of my Christmas break, so I could drop off my car without needing a loaner car. I will schedule a drop off time tomorrow.
  
  Regards,
  ***** ******
  
  
  

  

  Business Response

  Date: 01/16/2025

  Infiniti USA did agree to a buyback of the customer's vehicle almost a year ago. There is not anything else that can be offered. 

• Initial Complaint

  Date:10/21/2024

  Type:Product 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 bought a vehicle online from Grubbs Infiniti on March 9, 2024. All transactions were made online. I made a down payment of $8,000, and the rest of the vehicle loan was financed through *************** to a total loan payment of $75, ******. In the auto loan transaction, I was charged State and Local taxes of $4, 140. However, I live in *******, ********, and my vehicle taxes, tags, and registration came up to $2,964.72. Thus, there was a difference of $1, ******. I have worked with Grubbs Infiniti to return this money to my lenders so that there will be a reduction in my financed loan to no avail. I did send an email to the Grubbs Infiniti leadership team on 9/16/2024, and I received a call back informing me that the issue will be handled immediately. Nothing happened, so I called back one the leadership team members on 9/26/24, and informed him that *************** has not received the money from Grubbs Infiniti. He informed me that he will remind the financial department who claimed that the check will be sent on that day. Once again, nothing. It has been very frustrating dealing with this situation, and that is why I am reaching out to BBB. It has been about 7 months since I bought the vehicle, and it has been 3 months since it was registered in ********. And I have been actively pursuing Grubbs Infiniti to settle this financial difference for the past 3 months to no avail. I am requesting Grubbs Infiniti to immediately send the money to *************** as soon as possible.

  

  Business Response

  Date: 11/16/2024

  Our accounting department is fixing this issue. 

  Customer Answer

  Date: 11/18/2024

  Complaint: 22452800
  
  I am rejecting this response because: I just called ***************, my auto loan lenders, and Grubbs Infiniti has to not submitted the refund. It is almost a month since I submitted my complaint to BBB, and Grubbs Infiniti has not refunded the money.

  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 11/20/2024

  The check was delivered to *************** on 10/10/24. It looks like it has not been cashed so we have cut and sent a new one. 

  Customer Answer

  Date: 11/20/2024

  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:09/06/2024

  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 from Grubbs Infiniti in Grapevine on July 27th. At the time of signing the contract, the car had five issues that the dealership promised to repair. Issues Found Aug 28th, 2024:Car had a bad smell as if someone was smoking in the car Wasnt detailed as promised, sticky stuff outside the car Only a of a tank of gas, ( gave my car to them with a full tank)Car had lights on in the dashboard for low tire pressure and key fob battery low Front right light still had moist which they promised to fix The window /driver door still make a noise like youre outside The car sounds like a sewing machine outside which was not there when I purchased the car Deceptive practices, including misleading information, bait-and-switch tactics, and unfulfilled promises. When contacting Grubbs Infiniti, they play this commercial while customers are on hold, promoting ********************************************* as the best place for servicing your car and the sales person is only trained to tell you that the cars go through a luxury maintenance check before they sale the you a car so you are thinking this is the best place to buy a car. DECEPTIVE! Please tell me, why did I have to experience this type of behavior? As of 9/6/2024, 40 days the car was suppose to be delivered today and they are steady finding things wrong with it. No one called me to tell me that! I kept getting messages that my car was delivered to me so i called and they are still working on the car.

  

  Business Response

  Date: 09/23/2024

  Vehicle has been repaired. 

  Customer Answer

  Date: 10/01/2024

  Complaint: 22251388
  
  I am rejecting this response because:
  It has now been 66 days, and I still have not received my car, which is supposedly still being worked on. The last communication I had with ******* ****** indicated that the dealership was waiting on parts. I have attached our email conversation and multiple text messages for reference.
  As of today, I am formally requesting the return of my $1,500 down payment, and I no longer wish to proceed with the purchase. I have asked repeatedly for updates on the specific parts needed and the status of the car, but I have yet to receive any clear communication from the dealership.
  The lack of transparency and prolonged delays are unacceptable. I no longer want the car.
  The last update I received from ******* was on Thursday, September 26, 2024, but I have not heard anything further.
  This situation is unbelievable, and I have lost all confidence in this transaction. Please process my refund and keep the car.

  

  Business Response

  Date: 11/15/2024

  ******* has given this customer several options. He is waiting for her response on how she would like to move forward.