Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Something has definitely changed at this dealership. *** purchased two vehicles since 2021 but recently noticed a decline in the customer service, specifically in the parts and maintenance department. After reading so many comments from 2024, I know now that I am unfortunately not alone.We initially dropped off our car at the end of September for a seatbelt issue, and after three months, the problem remains unresolved. When the dealership attempted to return the vehicle to us recently, the seat buckle still does not catch the seatbelt properly, rendering it unsafe for useespecially given that we have young children who rely on this seatbelt for their ********* make matters worse, we were informed that resolving this issue would require replacing the seat cushion at a cost of over $2,000. This is unacceptable, especially considering that the issue began as a seatbelt malfunction and should have been addressed under the recall we were initially told about.Additionally, during this extended process, we visited the dealership to retrieve items from our car while using a loaner vehicle. During one visit, we noticed that the seat cushions in our car were flipped over, suggesting rough handling or mismanagement of our vehicle, which may have contributed to the ongoing issues- this causes elastics to stretch.Communication throughout this process has been abysmal. We were given little to no updates about the timeline or what repairs would entail, and we are only now receiving this informationthree months later, and just after the holiday season.This experience has been deeply disappointing and frustrating, and it is concerning that Infiniti would consider returning a vehicle in such an unsafe condition. We expect Infiniti to prioritize the safety of its vehicles and the satisfaction of its customers, neither of which has been evident in this situation.

  

  Business response

  01/16/2025

  The vehicle needed a repair that was fixed and another issue was discovered. The new issue is due to the age of the vehicle and Infiniti has agreed to help with the cost of the repair. 

• Initial Complaint

  12/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a certified preowned car in March of 2024. 9 months later I try to trade the car in and am told of an accident on the carfax report. This was undisclosed to me, and is not in my paperwork. After 9 months they still have not corrected their error on the title so I cannot trade in or sell the car. I have a 3k deposit down on a car that I will likely lose as I can't trade in the Infiniti. When I called the sales line, I was told twice by 2 separate operators that all certified preowned cars had clear carfax reports. I asked for a manager that said he would call me back. 2 days later I call and ask for a manager and get a voicemail with no call back. Then I ask for the GMs voicemail and have still gotten no call back. I initially had issues with them as they delivered the car with no floor mats (as advertised) and a 2nd non-working key. It took me 2 months to get them to make that right. I gave them 5 star reviews initially because they finally made it right. Now that I'm learning of these other issues I see that it's commonplace

  

  Business response

  01/09/2025

  We have corrected the title issue and purchased the vehicle back. 

• Initial Complaint

  11/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Your ****************** @ Grubbs Infiniti of San Antonio are a deceiving bait and switch changing the price to the very discount coupon you send me for an oil change with ant $69.95 to draw us into your location! You over charged me as your amounts added up incorrect over charging me. Then you didn't honor the amount of my discount coupon of $69.95 I presented you.. Your small print says you set your own prices not that you can change your prices which of course we understand any company can AND/OR it doesn't say anything about changing the discount amount on the coupon sent every month to me that I presented to you 11/14/2024 for my oil change and rotation of tires. That would be a deceiving bait and switch for any company drawing your customers in with fake prices! And your unskilled service employees have damaged my car before and took no ownership to correct it when they clearly saw what they did during a previous oil change.Service managers C arlos and J eremy speak unprofessional and in a tone to intimidate me. G us the manager in charge of your overall location doesnt care either as none return calls . You owe me back the overcharge and owe me back by take ownership of my coupon. Attachments are all available fir you.The only good experience about your location is the experience with my sales person the day I purchased and drove away with the vehicle. I made a mistake trusting you this one time after a long time.Boerne Infiniti has the best A+ service ever! Respectful honest reputable personal with us. Always honoring our coupons when I need servicing to match the coupon sent. They care from beginning to end for their customers.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a car from Grubbs Infiniti of San Antonio on August 17 and have yet to receive the license plates or registration sticker. Despite multiple attempts to contact the dealership in person and by phone, they have not provided a clear explanation. Eventually, I learned from the dealership's title clerk that the vehicle had not been paid off when they sold it to me, and there was an error in the payoff amount, causing the delay.After waiting an additional two weeks, I still have not received any updates. Today, I contacted *** support, and the agent confirmed that no title application has been submitted as of now. Given that the dealership has not fulfilled their obligations, I would like to return the car and receive a full refund.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is regarding false advertising and delay to pay off a trade in vehicle. I went to purchase a vehicle advertised as certified listed at $33,000. I decided to purchase the car. When the itemization came out with the total price of the vehicle, it came out to around $38,399 (plus approx $2500 was the neg for a payoff). In addition to the advertised price they added approx $2000 certification fee and $899 lo-**** **** When asked why they advertised it as certified at $33000 but then add an additional $2000 "certification fee" on top and a non-negotiable lo-**** **** the sales manager stated "I have to make my prices look competitive". They offered to take $500 off lo-**** and give a $500 first responder discount. I told them I would put $2500 down to off-set my neg trade and to bring the total down to closer $35000. The manager brought me a new contract close enough to the amount but did not point out all the changes he made including increasing the vehicle sales price and took away the previous $1000 credit, adding in my down payment, without saying a word about the changes made. Ultimately, I was deceived and they stole $2500 from me in the end and I want it refunded. Second issue, it has now been 25 days (9/7/24) and counting that they took possession on of my trade-in vehicle and it has yet to be paid off. I left messages with ***** infiniti on 9/18 and 9/20 with no returned phone call. I was able to speak to a person in finance on on 9/25 who verified no check had been mailed at that time. I emailed the manager on 9/27 for assistance. He emailed back on 9/30 with proof of deliver. They mailed the check to the incorrect credit union. I told 3 people the name of *************** and the location at time of sales and to the manager via email. If they would not have waited over 20 days to mail a payoff, then we wouldn't be in this circumstance. They are not in compliant with Texas requirements and expectations of paying off a trade in within 25 days.

  

  Business response

  11/07/2024

  Her payoff was sent to wrong cu (credit union) and she signed the form with wrong information on it we are fixing it today.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/20 I took for car to Grubbs Infinity because of a rattling noise. Tech said the engine mounts needed to be replaced. See attachment.8/23 picked up my vehicle & felt the same rattle. A tech drove me around the lot but didn't feel the rattle. I told them if I have the same issue I'm bringing back the car.8/26 I called & was advised to bring the car back on 8/31.9/1 a service advisor contacted me because the work order stated something about a ********* wanted clarification.I told him I returned my vehicle because I was having the same issue from 8/20.9/4 the same person who called me on 9/1 asked if I could come to the dealership because the techs did not understand the problem. 9/6 I went & the ******** along with my friend who has experienced the issues got in my car. I turned on the car & guess what he felt the rattling noise.9/12 I called & spoke to ****** because nobody called ******* said it was a different issue. I told him I wanted to speak to a service manager or director because I was not paying for a service that should have been done the 1st time.9/17 I called because nobody is calling me back. I spoke to another person who informed me that ****** was off but he was going to send me some information see attachment. I'm still waiting for someone to call me back.The tech said stated the cause & the correction.I know the tech did not do his due diligence with my car & stated the costly maintenance that I paid because he said that was the issue/fix.I want them to fix the issue & know that I'm not paying more money.

  

  Business response

  09/23/2024

  Vehicle has been repaired. 

  Customer response

  10/01/2024

  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

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The ***** Infiniti sell car with issues that makes me feel extremely stressed,with long term debt, they lie many times about repairs, informal behavior the General Manager ******* ****** didn't offer any solution other than partial repairs and damages persist. I ask remedial solution, he answer me to call the bank and perform a repo, terrible answer.

  

  Business response

  09/27/2024

  This vehicle was sold as is. The dealership has preformed several repairs that were not promised including battery replacement. We consider this matter closed. 

  Customer response

  10/02/2024

  Complaint: 22293936
  
  I am rejecting this response because:

  The answer is very unfair,  l don't think they have the right to lie customers, telling they invest on their cars to sell as dealership quality. This is a fraud, ***************** is the bank who finance the vehicle, they are witnesses of all this unfortunate case, they file fraud claim as well. If BBB can do more investigations about GRUBBS INFINITY S.A operates this business could beneficial for many people this company affects ,but some people don't do nothing. 

   

   

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

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 16, 2024 I purchased a vehicle from Grubbs Infiniti on December 9, 2022. Team member encouraged me after seeing these reviews to sign up for same crappy extended warranty and they provided three years of free oil changes. Not even in my possession for two years. It stalled out on me recently, towed it to my house at my expense since we couldn't get it to start and later learned was bone dry from no oil so it could have possible engine damage. Had to **** down management information as its not listed on website and receptionist give you the run around, going out of the way to not get you anyone directly in charge. When they learned it had damaged engine due to no oil, acknowledged I did everything I was supposed to and was told warranty would cover. They dont know why the oil burned up. Only now to receive a call stating just so happens I hit mileage over warranty parameters and am now expected to pay practically the cost of the vehicle $14,000 to fix it out of my pocket because they wont cover. They are refusing to accept responsibility for selling me a bad vehicle and/or assist in any way. Thats the only thing that explains this since they dont know how it couldve happened all of a sudden, I did what I was supposed to, and they dont want to assume any responsibility. I need my vehicle and just want whats right to be done, this is one option the only thing after/left I guess would be to submit all paperwork and conversations and seek legal action.

  

  Business response

  07/19/2024

  There was a 3 month/3,000 mile warranty on the vehicle. The vehicle was sold 12/2022 with ***** miles. ********* the vehicle has over ******* miles. This vehicle is well past the warranty that came with it and the customer did not purchase an extended warranty. 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  For the last three months the representative of Grubbs has been lying to me and giving us the usual dealership runaround. The company sold us a vehicle from another one of their lots in grapevine. The vehicle showed up 6000 miles past due for oil change as well as having never been serviced. The finance department sold me a warranty that is basically worthless. The deductible is not what i was told and the sales manager told me directly that he would refund the money for the warranty directly to us. AFTER 3 MONTHS THAT WAS ALSO A LIE. The vehicle had to have the transmission replaced at a cost of $2800 that came out of our pockets. We sent photos of the issues to his cell phone and have text messages showing that he was refunding the money directly to us. Now that has changed as well.

  

  Business response

  06/20/2024

  I have spoken with the customer and provided him with a status of the refund of $3000 for the warranty and an additional $900 refund for the transmission issue and he informed me he was satisfied with the resolution.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I agreed only to a hard inquiry on 5/10/24, not 5/11 and 5/12, which I was told the dealership was closed on Sunday. I received the terms on 5/10; spoke with two finance managers, who advised the matter would be resolved - remove the 5/11 and 5/12 hard inquiries. This is for Grubbs Infiniti of San Antonio; could not locate the direct company in BBB. Again, I did not agree to the additional credit pulls when I was provided the terms, car payment information for a lease with IFS. Also, credit inquiry made with TD Auto Finance, who Im currently with -Again, several calls made, now Im being ignored.

  

  Business response

  06/13/2024

  When a customer fills out a credit application the dealership runs their credit. Each potential bank/lender will ask for their own copy. Even if a customer is with a current bank, they request a current copy of the credit report and it is reported to the bureaus. 

*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. ↩