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: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.

  Purchased a Certified Pre Owned 2021 QX50 on 12/18 , process was super easy and efficient. Went to pick up the car on 12/20 , my husband noticed the sunroof didn't work before he even put the car In drive. Salesmen (*****) assured it was a simple fix, "probably just a fuse". This simple fix actually took over 2 weeks to fix. Not to mention this was during the Christmas holiday (car was supposed to be a gift). No one from the Infiniti of Birmingham team reached out to discuss this matter until 1/3/2025, then saying the car may or may not be ready by Saturday Jan 4th. We were supplied a courtesy vehicle which could not leave the state of AL. I had plans made already to visit my dad in the hospital in ** so that was disrupted. Not too mention car payment time is approaching and I will just be receiving my car today sat Jan 4th, (HOPEFULLY). We wish we had done more research on this company, as they have done bad business in the past. They have not offered any suitable accommodations and the salesmen actually said "besides some peppermints there's nothing we can offer you" completely unprofessional. This did not seem like a "luxury car" purchasing experience. I feel there could have been better ways to go about this situation, at a minimum the financing deal could have been pushed back. Instead once the paperwork was done, so was all the communication. We are a military family who resides 2 hours away at redstone aresenal and they offered 3 free car details. Oh wow!

  

  Business Response

  Date: 01/22/2025

  Mr. ******* purchased the 2021 QX50 on December 18, 2024.  During the delivery process the customer noticed the sunroof was not working correctly.  We immediately gave the customer a car to drive home while we performed the repair and diagnosis.  Service began diagnoses on December 20th and found the problem that was causing the sunroof not to perform as it should on December 23rd, and ordered the parts needed for the repair.  

  Due to the Christmas Holidays closure, parts were delayed which was out of our control.  The sunroof was not shipped until December 26th, the part was received not until December 30th.  After the part5 was received, the service manager called the glass company for installation.  the service manager was informed on December 30th that the glass company could not come out for installation until January 3rd due to holidays.  The customer was informed on January 3rd that their car would be ready for pickup by Saturday January 4th, Customer did not come to get their car until Monday January 6th.  Mr. ******* was provided transportation during the entire repair time and was never without a vehicle while the repairs were being completed.    

  While the vehicle was being repaired, the customer wanted to be compensated for the time down without their vehicle even though he was provided transportation.  Out of goodwill we offered a complementary oil change free, another free detail and a free tumbler but the customer declined.  Mr. ******* mentioned to our General Manaber that he had to cancel his two-night stay hotel reservation and was charged a cancellation fee.   Mr. ******* was then asked to provide a copy of the invoice where he was charged a cancellation fee which we never received.  

  We are not sure why or how Mr. ******* is asking for $1500 as compensation when the repairs to the car were done at no cost to Mr. ******* and we provided Transporation while the repairs were completed.  Due to the Holidays the repairs were delayed but it was limited time, we apologize for any inconvenience this may have caused ****************************** refused any goodwill offer we made.    

• Initial Complaint

  Date:08/28/2024

  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 purchased a 2021 ***x3 from ******************* in ******, Al in Aug 2024. The purchase was contingent on a piece of trim being repaired and the passenger and driver side windows being tinted. We purchased the car and they repaired the trim and we were to return the following week for them to tint the windows because they did not have time to complete it that day. We dropped the car off with everything working properly at the dealership the next week as instructed. When we picked the car up from the windows being tinted the ambient lighting was not working on the passenger side door. The dealership took the car and sent it back to the window tinting *** they used to tint the windows for them to repair the lighting issue. The Dealership called us and told us the tinting *** (which ends up being a car stereo shop down the road) took the door off and looked and said that tinting the windows had nothing to do with the issue. And I need to come pick up the car - and I need to discuss it with the car tinting *** b/c thats between me and them. First off - the window tinting *** is a vendor they decided to use, and I bought the car contingent on the windows being tinted and the car being returned to me in the condition I dropped it off in. This is the dealerships responsibility and not mine. Yet they refuse to fix it or discuss it. I took the car to a very reputable *** car shop in Birmingham, after inspection they found the door had been soaked in water and the wiring was corroded (from the tinting of the windows) , the led light panels and adapter had been broken( from the window tinting *** taking the door off and inspecting the door. The reputable car shop fixed my car- I wasnt taking it back to the Infinity dealership again for them to cause more damage to the door. I paid for this out of pocket. I asked the dealership to reimburse me. I cant even get them to call me back. I havent even made my first payment on the car. Future customers need to know about this.

  Customer Answer

  Date: 11/18/2024

  Within the last couple of weeks out of the blue??? I did receive a check for the amount I paid a reputable *** repair shop in Birmingham to fix the mess that the Infinity dealership made of my car.  I will never buy a car from Infinity again. They are dishonest, do not stand behind what they say, and are straight out criminals in my opinion. The dealership should be closed down from talking to other people this is a reoccurring problem. And has been reported numerous times 

• Initial Complaint

  Date:05/30/2023

  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.

  Beginning September 2022 I took my vehicle in for service for a grinding noise when the breaks were applied. I was told the rotors needed to be resurfaced, I paid for the service to be completed. Also while there I was informed by a service representative that they did not have a part and had to go to a local Auto Zone to retrieve the part. The same sound returned shortly after leaving the dealership. In October 2022 I made another appointment about the sound and after a couple hours was told by the service department that I needed to schedule a diagnostic and bring the car back because they were unable to find the problem. In March of 2023 I took the vehicle back for the diagnostic check, this being the third visit for the same noise when the breaks are applied. After having the vehicle for 6hrs I was informed that there was a part installed backwards on after market break pads and they fixed the part so the problem should be resolved. The same noise returned around 1wk after the 3rd visit. Tuesday May 22, I contacted the general manager regarding the issues informing him that I felt manipulated by the service department due to my vehicle still not being properly fixed. The gm informed me the problem may be from the after market break pads because they were not from the dealership and that I could come back for another inspection. May 23 I spoke with the service manager and we agreed for my vehicle to be brought in at 930pm on May 24. I dropped my vehicle off around 9am for the inspection. I called for an update at 303pm and was told someone would return my call. At 402pm I called again and after being on hold I was informed that a my vehicle was waiting to be diagnosed and a diagnostic takes between 24-48hrs. At no point was that information given to me any time that Id visited the dealership for a diagnostic. I had no choice but to go and retrieve my vehicle because I had to work and pick up my child. I was offered no solution and have not heard from anyone.

  

  Business Response

  Date: 06/06/2023

  ************** initial visit regarding the brake noise came on Sept 22 2022. Our tech found front pads at 8m and rear pads at 5m and recommended a resurfacing of front & back rotors only. Also noted during inspection the tech found a stripped bolt on the caliper. He was able to rethread and install a new bolt. Additionally the tech noted that the pads were aftermarket brake pads. - Customer pay of $388.14

  10/27/2022 ************** returned with continued brake noise. Again the tech noted aftermarket pads and recommended replacing them with INFINITI OEM parts. Customer declined the recommended work.

  3/7/2023 Service visit - The tech heard the noise from the front pads. After inspection it appeared that the pads were not installed correctly causing the noise. We reinstalled the aftermarket pads on both sides at no charge to the customer. 

  In speaking with ************** she admitted that the brake pads were replaced in May 2022 and November 2022 by an independent shop that uses aftermarket products. We performed work on two different occasions at no cost to ************** trying to fix the problems the other shop caused. 

   

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20112579
  
  I am rejecting this response because: at no point did anyone in the service department recommend the break pads be changed to Infiniti OEM Parts. Aforementioned break pads were not on the vehicle at my first visit in October 2022 when the sound began. When I brought the vehicle to be serviced for the issue, I was told it was the rotors which is the service I paid for to be fixed. At the conclusion of each visit a service member did tell me we drove it and no longer hear the sound. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/09/2022

  Type:Customer Service 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.

  Purchased my QX50 in 2020 and been having problems with it since I received it. I took my vehicle back the following week because it would not start. They claimed it was the battery and had me purchase a new battery which I did and still continued to have the same issue. I have a 2012 Toyota Camry that I don’t drive for weeks and never have a problem with it starting. I did my best to go through the proper channels by speaking with the “General Manager” **** ****** and all he gave me was excuses about part being delayed and a passing of someone family member. My condolences to their family. When ***** the service manager called after me having to call and see why I have not received a loaner or a call about an update about my vehicle. He proceeds to tell me I didn’t know why your car was sitting back there so we have not looked it. I’m so baffled at this dealership and their customer services. I’m more nervous about them sabotaging my car now for retaliation. I paid all this money for my vehicle and the extra for the warranty. I have recommended people to them and I hate I ever stepped foot in that location and bought an infinity. This ordeal has been a nightmare. I have documentation of all the times I had to call my insurance to come out and jump me off. This vehicle only has 25,000 miles on it. This was a birthday/retirement present to myself. At this point I feel like it’s discrimination. They are taking advantage that I am a woman.

  

  Business Response

  Date: 09/12/2022

  A loaner vehicle has been provided to Mrs ******* and we are currently diagnosing/working on her vehicle.

  Service History show a battery was recommended 10/12/2020 and was declined. Then on Jan 8, 2021 Mrs ******* replaced her battery after experiencing the same issue. We have no additional records of her vehicle in for service since 1/8/2021.