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:04/23/2025

  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.

  I purchased a 2021 Infiniti QX50 through this dealership and finance with Infiniti ******************** in August 2023. I purchased an extended warranty as well as GAP coverage when I purchased these vehicle. I refinance this vehicle in November 2024, which leaves me with a refund due for unused gap coverage through IFS of about $700. I have been requesting and sending updates to the finance manager regarding my refund since December 2024, but this manager has not been responsive, and I am still awaiting my refund which I was quoted the leadtime of 6 to 8 weeks. I am seeking assistance with contacting this business to be refunded any monies that are due from the gap refund request that I submitted.

  

  Business Response

  Date: 04/24/2025

  *** is cancelled and Refund is currently being processed. I personally am in contact with the guest. Thank you, **** *******

  Customer Answer

  Date: 04/25/2025

   
  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.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:02/14/2025

  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.

  On November 16, 2024, I brought my 2014 QX80 to Nalley Infiniti because the service engine soon light and my vehicle did not pass the emission. The recommendation was to replace 2 Catalyst converter. I agreed to the service and signed off to have the vehicle repaired. I went to pick up my vehicle on the 21st of November and paid $7001.97 for the repairs which should have fixed the issue, I was having, at the moment the check engine light was off. I drove the vehicle on the 22nd with no issues. On November 23rd I noticed the vehicle started kicking off when I stopped and would feel like It was about to shut off, I made it to my destination, and upon my return home, it got worse, It started throttling hard when I stopped, and was shaking which was new for my vehicle, I never had that issue before.I called my service advisor at the time, but he was on vacation, I advised the service advisor who answered the phone about what was going on and they told me to bring it in, I was scared it would not make it, so I had it towed back to the dealer on November 25, 2024. I was advised that it was the air-fuel sensor that was causing the vehicle to feel the way it did. The cost to fix the sensor and cover half of the towing cost was $1457.99. I approved the repair and picked my Vehicle up on December 07, 2024. The vehicle did not feel right, but I thought it was because of the new parts and repairs, so it needed some time to adjust because, at the initial repair, I was advised to drive it 70 to 100 miles. Three weeks later the same thing started happening and the service engine soon light came back on, I called the service department several times and texted my service advisor asking to let them know what was going on and if they could have someone pick up the vehicle. On January 24, 2025, they were able to locate an employee to pick my vehicle up after a month of phone calls. upon inspection,I was told that it was the air-fuel sensor. This was the third time for the *** light.

  

  Business Response

  Date: 04/11/2025

  Nalley Infiniti Response to BBB Complaint

  
    Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration youve experienced, and we appreciate the opportunity to respond.
  On November 16, 2024, you brought your 2014 Infiniti QX80 to our service department due to a "Service Engine Soon" light and a failed emissions test. Our factory-trained technicians performed a thorough diagnostic and determined that both catalytic converters needed replacement. With your approval, we completed this repair, and you picked up your vehicle on November 21, 2024. At that time, the *** light was off and the vehicle passed all post-repair checks.
  We understand the importance of reliable performance, especially for a vehicle with over ******* miles. As vehicles accumulate mileage, components can naturally wear or fail over time. Our approach to diagnostics is always to address the known issue at hand and not assume additional repairs unless there are clear symptoms or diagnostic evidence that further repairs are needed. This helps to avoid unnecessary costs for our customers.
  On November 23, you reported new symptoms, including rough idling and stalling. While your original service advisor was unavailable, our service team advised you to bring the vehicle in. Understanding your concern about its drivability, you chose to have it towed in on November 25. Our technicians diagnosed a faulty air-fuel ratio sensor, which can cause the symptoms you experienced. We replaced the sensor and, as a gesture of goodwill, shared the towing cost. You picked up the vehicle on December 7, 2024.
    After driving the vehicle, you indicated that it still didnt feel quite right, but you continued driving it per the recommendation to allow ***** miles for recalibration. Unfortunately, the *** light returned several weeks later. You made multiple attempts to reach us, and we regret the delay in arranging vehicle pickup. On January 24, 2025, we retrieved the vehicle and again diagnosed an air-fuel sensor issue.
  We understand how frustrating it is to deal with recurring issues after investing in significant repairs. While it is not uncommon for high-mileage vehicles to experience sequential component failures, especially in emission and fuel systems, we are committed to resolving these concerns and ensuring your vehicle operates safely and reliably.
    Please reach out to our Service Manager *** **** at ************ or ************************************ so we can continue to work with you directly. We are committed to standing behind our work and finding the most appropriate solution moving forward.
  Thank you for your patience and for allowing us the opportunity to make this right.
  Sincerely,
  
  
  J **** *******
  General Manager
  CELL ************
  Main Line - ************
  *****************************************************************************
  
  Nalley INFINITI of Atlanta
  2550 The Nalley Way
  Atlanta, GA 30360

  
  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 22942302
  
  I am rejecting this response because: I trust my vehicle would be repaired and I would not be left stranded. As I have stated on a few occasions it was my only means of transportation for myself and my children. I was left with no other option but to take my vehicle elsewhere for repairs because I could not transport my children in a vehicle, I did not feel comfortable driving. My family's safety is very important to me, and that is the reason I brought my vehicle to be repaired by the experts. What I think is fair is compensation for the repairs I had to do outside to make my vehicle safe for me and my family.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 04/24/2025

  We are attempting to reach the Guest to get clarification on a few things and get this resolved.

• Initial Complaint

  Date:02/26/2024

  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 filing this complaint due to my extreme dissatisfaction with the delivery and subsequent issues encountered with my new 2024 Infiniti QX50, which was intended as a replacement vehicle for my previous model year 2023 QX50. This vehicle was replaced due to a persistent squeaking noise when stopping. However, the replacement vehicle not only exhibits the same issue but also has additional problems, notably pulling to the right and an incorrect mileage disclosure.Upon the vehicle's delivery, I was shocked to discover the odometer reading was 803 miles, a significant discrepancy from the 6 miles I was assured by the arbitration specialist, ***************************, during our conversation on January 4, 2024, at 9:18 am. This incorrect mileage was not only communicated to me but was also inaccurately reported to the lienholder and erroneously listed on the buyer's order.The vehicle's condition suggests it may have been used as a loaner, evidenced by the high mileage and pre-existing Bluetooth connections found in the vehicle's system. Additionally, the car is experiencing alignment issues, as it pulls to the right, and the brakes are emitting a squeaking noise similar to the issue with my previous vehicle.I have informed the dealership and ***************************, the arbitration specialist, of these issues and have clearly stated my intention to seek legal advice should these matters not be resolved to my satisfaction. Through this complaint, I seek the BBB's assistance in mediating a resolution that addresses all the issues outlined, ensuring that the necessary repairs are made, and that the dealership adheres to ethical standards of transparency and customer service.

  

  Business Response

  Date: 02/27/2024

  We are sorry to learn of these concerns and your experience with Infiniti. You will be contacted shortly to help work towards a resolution. Thanks  

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21350523
  
  I am rejecting this response because: the sales manager reached out via email with no follow up. A case manager from consumer affairs reached out and left a message; I returned the call left a message with best contact and time, again, no follow up or response. 
  
  Sincerely,
  
  Sarina Forest

  

  Business Response

  Date: 02/28/2024

  I'm sorry for the misunderstanding on our side. I see where the sales manager and yourself had 2 way communication at 7:06pm and 7:09pm yesterday. We are in contact with INFINITI to help support your concerns. 

• Initial Complaint

  Date:12/27/2023

  Type:Order 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.

  Nalley Infiniti sent me a marketing letter that begins with "According to our records, your timely payment history on your automobile qualifies you to terminate the loan or lease on your vehicle early. I don't have a loan or lease on an Infiniti (and don't even own either) so I called to find out what records they might have. *********************** sent the letter so I asked for him. After several minutes, he admitted that the dealership doesn't have any records on a lease or loan but didn't think the letter was misleading or fraudulent. I would like like the dealership to remove me from their marketing database and stop sending out fraudulent marketing materials.

  

  Business Response

  Date: 12/27/2023

  Thank you for reaching out to us via this resource. The stores efforts are to support our guests in the most professional / ethical direction while delivering an experience above and beyond all other businesses, in every market. We understand the individual concerns and respectfully did a deeper dive to help generate a better view of this situation. ********************** previously owned a 2012 QX56 (VIN: *****************). During a call into our location today with ****, we discovered a clue that *** have identified what generated this concern. Ownership a QX80 (QX56) was acknowledged. It also was stated that the reason an INFINITI wouldnt ever be purchased again is because the catalytic converter went out at ****** miles and wasnt covered under warranty. When the complaint was filed with INFINITI as an attempt to get this paid for by INFINITI or the store, it was denied. Our team understands this frustration in the past. As we fast forward to the mail piece that was received, records indicated former owner of this specific brand. The mail efforts were to connect with ********************** to simply educate him on certain initiatives and incentives to support him with a reduction in the financial cost to purchase a new INFINITI. We have honored the request mentioned to remove him from any further efforts to save him money on a new or newer INFINITI.  

  Customer Answer

  Date: 01/01/2024

   
  Complaint: 21060125
  
  I am rejecting this response because:

  The implication that the issue with the catalytic converter contributed to my concern with your misleading marketing materials is offensive.  This response reflects a lack of respect for Infiniti customers and questionable ethics.   This tactic of diverting the question is commonly used by politicians as a way to attack the person asking the question.  

  You did not address the issue I called about.  The letter indicated that my "timely payment history on your automobile qualifies you to terminate the loan or lease on your vehicle early".  I questioned how Nalley would know the history of my car payments.  **** wasn't able to confirm they were in possession of records of my past loan, but didn't think making this statement was misleading.  The letter went on to state that I was "one of only a few select creditworthy participants with the opportunity to terminate your existing auto loan or lease prior to maturity..." when it was apparent from my call with **** that the dealership wasn't aware I had paid off my loan and they had not done a credit check to know my creditworthiness.  In my opinion, making false statements without supporting data (as **** admitted) is misleading and not consistent with reputable business practices.

  I would like Nalley to confirm or deny having records on my creditworthiness, payment history, and date of maturity of my loan -- three pieces of information the letter states they have.

  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/05/2024

  ********************** requests that Nalley confirm or deny having records on his creditworthiness, payment history, and date of maturity of his loan.  Assuming ******************** is asking whether Nalley has specific account information related to a former loan he obtained,Nalley can confirm that it does not have any such records.  However,Nalley notes that from time to time it engages in direct mail marketing to qualified consumers based on name and address information obtained from third parties.  ****************** request, Nalley will remove ********************** from its mailing list.

  Customer Answer

  Date: 01/05/2024

   
  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.

  Nalley has admitted in writing that their marketing materials include untrue statements.  I will forward this admission to Nissan.

  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/13/2023

  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 am writing this letter in need of desperate help please. My name is *******************************. My daughter ******************************* purchased a vehicle not to mention her first vehicle from ************************* on July 25 2023. She was actually at your location to look at another car,But they recommended the **** When she purchased the car the check engine light was on which should of been a red flag but she didn't know any better. She was told the problem was an O2 sensor, and that they would fix that. However unfortunately about two weeks later she started having other issues with the car. We drove it back to Nalley Infiniti just to be told that there wasn't anything they could do. That we would need to take it to *** in ******** which we did. Before I go any further just wanted you to know that my daughter did purchase a warranty. Once at *** we talked to ***** the service manager and informed him to diagnose the problem and inform us if it's covered under warranty, and he agreed. A week later ***** emails us all the things that are wrong Alignment, Brake Fluid Exchange, Camshaft Sensor, Cold Start Injector, ********************* ************************ Engine Air Filter Replacement, Resurface Front Rotors,Resurface Rear Rotors,Rotate and Balance Tires, Spark Plug Replacement and Drive Belt. And yesss you guessed it none of this is covered under warranty. As you probably could imagine my daughter was very very very upset being she had just saved to come up with the deposit to get the car and didn't have anything left. So it sat there for about two weeks before we were able to have it towed to our personal mechanic. Not to mention ***** never told us that we'd have to pay a diagnose fee of $200.00. We finally payed that and got it towed. ************ did an engine diagnostic test and we couldn't believe that non of the things that *** had reported were wrong with the car. Come to find out it's the Timing Chain and all it's components that need to be replaced. My husband spoke to(*****) an injuster from the warranty company and she stated that would be covered under warranty. Later to find out that her manager said it wasn't. We have also found out that unfortunately there have been several recalls on this vehicle. One being the Engine Crank Shaft not being properly heated causing it to be fracture prone. Also a defective pedal accelator position sensor. There are many others, but these are the two that have an effect on whats going on now. We have called and spoken with ****** several times about getting a print out of all the work he said was done to the vehicle. To this day we still haven't received anything. We are good people and just want to be treated the same. Not one time have I come off rude to any of your employees. All we're asking for is for our daughter's car to be fixed please. Or if she can return it for something else. Either option would be great being she didn't even have the car long at all. She wasn't even able to get the emissions done because the check engine light was on. I myself thought that you all would of done that when she purchased the car. Please please please let's talk to come up with a solution to make this right for *******. **** has been killing her pockets going back and forth to work and school(Georgia State). Again this is her very first vehicle purchase and I would hate for her to be traumatized from this entire experience. Looking forward to hearing back from you soon.

  

  Business Response

  Date: 10/14/2023

  Good afternoon - the team onsite is aware of the concern. On Wednesday **** communication was provided, in response to an email from the guest, with details. We will reach out to discuss further so everyone can work together towards a solution. 

  Customer Answer

  Date: 10/14/2023

   
  Complaint: 20731796
  
  I am rejecting this response because: Unfortunately they have not tried to resolve this situation. First off the date is wrong, they reached out to me on 10-11-23. And the only thing they sent is the information that I had been asking for. Which was what they so called had fixed.  I sent them an reply back and still haven't received a call or email back. Again I'll say this car has had a few recalls that haven't been fixed and a few other issues going on. On one report they claimed they had done the emissions on the vehicle, which is false .  I have attached the email that they sent and how I responded back. Right now all we want to do is drop the car back off and for ******* to please review a refund and gave it not affect her credit. We don't trust this dealership. It's kind of strange that ***** no longer works there, I guess his conscience got to him. It's a shame we never thought this would happen and we'd be treated like this. Again I guess were not important anymore. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/16/2023

  I apologize for the typo indicating a date of ****. The team has confirmed they are actively engaged with you to help resolve this. 

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20731796
  
  I am rejecting this response because: Good evening. ************************* has now been reaching out to me, which we appreciate. However, **** has been without a running car for almost two months now ! I never thought she'd be in this situation. The back and fourth with emails and talking is now getting a bit old. She needs her vehicle to be fixed, please. Uber is costing them more than the car note. Not to mention, she's paying for a car that's not even running.************ still has the car, and we would really appreciate it if you all would give him the okay to make the necessary repairs. Also, **** really needs a loaner vehicle from you all, please, until her's gets fixed. We also received the run around with this situation in the beginning, in regards to her getting a loaner. However, I would hope she'd be made priority with receiving a loaner this time . Please please please give her a loaner and make this right and fix her vehicle. Looking forward to hearing back from you soon. 
  
  Sincerely,
  *******************************

  

  Business Response

  Date: 10/26/2023

  A loaner has been provided with all efforts to fulfill the concern 

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20731796
  
  I am rejecting this response because:Yes they have finally given us a loaner after over a month, and we truly appreciate tthat.Now just waiting to get my daughter's car fixed correctly. We're praying they do the right thing. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/11/2023

  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.

  November 2022, I brought a 2015 Infinity QX60 from Nalley INFINITI Atlanta with the agreement the following things would be repaired. Ticking sound from engine, damaged seats, remove the cigarettes' smell. I was lead to believe that it was all minor and could be fixed inhouse. After 60 days, the repairs had not been done. With a 30 day notice to fix the repairs or take back the car, my request went unanswered. To date, I have spent $2375 on repairs and want to be reimbursed. I want to be paid $1700 on additional repairs pending. Or, Nalley can do it. I have messages from ****** and ** promising these repairs would be done and paid for by Nalley.

  

  Business Response

  Date: 03/13/2023

  Good morning:

  Our managers are researching this today with plans of connecting with the guest.

  Thank You

• Initial Complaint

  Date:08/10/2022

  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.

  Description of Complaint:*********************** reached out to me regarding turning my leased vehicle in early. We went in on 7/23 for him to evaluate the vehicle. He did so and offered to pay the remaining lease balance and give me a check for almost $8000 to turn the vehicle in early. We agreed to bring the car in to turn it in on 7/26. We did so and turned the vehicle in to him on that day. Same condition, same deal was made. I was told that it would take a few days for everything to process and I could pick my check up at the dealership in a few days. It is now 8/10. My account is not closed/paid off. They are seeking payment from me. I have not received the check that was promised. They have had the vehicle for 2 weeks and have not held up their end of the deal in any way. **** has stopped communicating with me completely. I have left messages for GM *********************** and he has not returned my calls. I do not know where else to turn at this point.

  

  Business Response

  Date: 08/11/2022

  We are currently in communication with our customer to bring a resolution. We appreciate this being brought to our attention and apologize for the delay.