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:02/27/2025

  Type:Product 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 an Infiniti QX80 2023 from Gwinnett Infiniti. The WiFi functionality in the vehicle has not function from the start. I have called the dealership on several occasions for a fix and no resolution. The car currently isnt functioning at 100%. I would like to return the car or fix the issue.

  Business Response

  Date: 04/24/2025

  GM

  Sales team contacted Infiniti and AT&T. Vehicle is equipped with all the hardware that is supposed to be there. Owner cannot run Apple car play and WIFI simultaneously. From what we gather customer is having issue with AT&T registering the account. We contacted them and offered anything we can do to help, but WIFI runs thru AT&T **************************.

  We have registered Infiniti app on our end at the time of purchase.

  Full Name:
  ******* *******
  Email:
  ******************************
  Phone:
  ************
  
  Address:
  ***************************************************
  
  EDIT
  VEHICLE OF INTEREST
  2023 INFINITI QX80 SENSORY 4WD Certified Pre-Owned
  2023 INFINITI QX80 SENSORY 4WD
  VIN: *****************
  
  
  

  We are sorry that customer is having issue with AT&T internet provider, and we are here to help them with anything we can on our side.

  Thank you

  Dragan

• Initial Complaint

  Date:02/21/2025

  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 25, 2024, I took my Infiniti convertible to Infiniti of Gwinnett because the roof was stuck. The service advisor, ****** *********, informed me that the issue was fixed and the program reset. The report stated: "CLEARED ERROR CODES AND RETIMED ROOF. ROOF NOW OPERATING CORRECTLY." However, the next day, I noticed something protruding from the left rear section of the roof, which was not present before the service and was not mentioned in the initial report.On November 27, I returned to report the issue, but since it was near closing time, I was told to come back on November 29. Another service advisor examined the car and confirmed that this issue was not documented. I requested to speak with the service manager, **** ******. He was dismissive and unwilling to listen. I explained that the left rear roof issue was not present when I brought the car in, nor was it mentioned in the report. He agreed to check it.On November 29, the updated report stated: "HEADLINER ROD ON DRIVER REAR HAS COME OFF AND CAUSING HEADLINER TO SAG AND CATCH ON REAR PANEL WHEN OPENING, WATER DAMAGE NOTED TO HEADLINER *REPLACE HEADLINER ASSEMBLY WITH UPDATED TETHERS." The repair cost was $7,500, which I was expected to pay. I questioned why this was not noted initially and why I was told the roof was working. ****** dismissed my concerns, saying, "We are all human; we make mistakes."I escalated the issue to General Manager ****** ********, who claimed the damage likely happened when the roof was opened during towing. If that were true, the initial report should have mentioned it. Infiniti of Gwinnett refunded my $250 service fee of resetting the roof, indicating some fault. I request they cover the $7,500 repair cost. Instead of addressing my concerns, Cvorovic told me to leave his office, and ****** refused further discussion. This is unacceptable customer service.

  Business Response

  Date: 04/24/2025

  GM

  Vehicle came in on back of the Tow truck with Convertible top sticking straight up in the air. Vehicle headliner had water damage due to some previous long-time leak.

  We did reset and it closed. Customer returned again wanting us to replace the roof on vehicle which came in on tow truck with broken roof as previously stated. We refunded them for reset and informed them that is not reasonable ask. 

  Thank you

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 22974085
  
  Your recent message once again highlights inconsistencies and further confirms your teams mishandling of my vehicle.
  
  Before towing the car, we spoke directly with your service representative, ******, and clearly explained the issue of the stuck convertible roof. We specifically asked whether it would be okay to tow the vehicle with the roof in that position, and ****** confirmed it would be fine. If youre now claiming the damage resulted from towing the car with the roof upright, why did your staff assure us that this would not be a problem?
  
  Furthermore, if you insist the roof arrived in the upright position due to towing, why was no damage noted during your initial inspection? Common sense and basic protocol would suggest that a convertible roof stuck upright should have prompted a thorough damage check. Instead, your initial report stated the roof was corrected and closed, working well. This directly contradicts your new claim that the roof was already compromised. Why wasnt any concern about potential damage raised then?
  
  Adding to that, the original service report made no mention of any water damage. Yet suddenly, in your follow-up after I returned to discuss the broken roof, this became a point of emphasis.  It should have been immediately documented. This proves that roof wasn't even inspected during the inital visit. This omission raises serious doubts about the credibility of your evaluation.
  
  Moreover, your team refunded the cost of the reset. If you believe your service was entirely appropriate and the vehicle had pre-existing issues, why issue a refund at all? This action strongly suggests some admission of fault, whether stated outright or not.
  
  I believe there is something being concealed regarding how the roof was handled during the reset process. Your current narrative lacks consistency and accountability, and your explanations fail to address the key facts Ive presented.
  
  I will not drop this issue. I expect full replacement of the convertible top, as quoted at $7,500, and will continue to escalate this matter until a fair and appropriate resolution is reached.
  

  Business Response

  Date: 05/30/2025

  Vehicle came in on tow truck with roof stuck half open. We reset it and customer was refunded the diagnostic charge. They got diagnostic and reset for free. They can visit another service place in future. 

  BBB, please close this claim.

  Thank you all.

• Initial Complaint

  Date:07/14/2023

  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 live in *******, i contacted the dealership- got connected with salesman ****** I inquired about the condition of the vehicle being that I was due to out of state purchase. I have text evidenced communication where I inquired about the condition / imperfections and or blemishes of vehicle- he stated that the vehicle was in pristine condition w/no imprecations to the interior or exterior. We worked through all the paperwork, ***** was actually great as he assisted in my ENCLOSED shipment of the vehicle to safely arrive to me. The issue I have is that once it arrived; there was a very profound smell of smoke in the vehicle- I am allergic to nicotine , as are my 2 daughters. In addition-there are 2 cigarette holes in the overhead upholstery on passenger side, as well as a pea sized circular crack in the smack middle of the windshield. In addition, my purchase entitled me to 3 months free of xm satlite radio which was activated for 1 day then deactivated. I tried contacting *****- but as I waited i had my daughter enter the vehicle for the 1st time on ************* immediately indicated that she smelled smoke, as seconds past, she started indicating that she couldnt breathe. I had her exit the vehicle,we went back into the home, her cough just progressed, & she immediately ended up having an asthma attack which resulted in me having to rush her to emergency room where she was treated for an acute asthma attack as she, too is allergic to ************* I have tried so patiently to get in touch with our sales person ***** & ask him if someone can please call me or get in touch with the manager from the dealership so that I can discuss all of the following issues &can help me find a resolution- no one has called me up until this date. I have waited several days and I cant seem to get in touch with anybody . I just need some help. I hurt left avoid mail to the sales manager

  Business Response

  Date: 07/19/2023

  Pre-Owned manager spoke with the customer and he is in process of finding odor removal company in ******* that will adress customer's concern. Sales person is a non-smoker and he did not notice smell on the vehicle, but we do understand that not everyones smell sense is sensitive to to the same level, so we are hire odor removal company at our cost to take care of this for the customer. We will stay in touch with customer and inform them as soon as we can set this appointment for them.

  Customer Answer

  Date: 07/25/2023

  The dealership did call me to set up a resolution for the car odor and hopefully the burn holes as well. I asked if they can also please assist with the windshield crack and he stated to my wife that they would like to take care of one thing at a time. 
  1) the xm 90 day full platinum subscription with the travel link, live weather and video - was never reinstated. We ended up just calling xm and they said the dealership pre-owned certified purchase entitles us to the full platinum 90 day full trial package and are the ones that need to reinstate - but dealer told me the xm is on. It is on, but its just a basic 30 day trial that xm did as consolidation that dealership never addressed reissuing the 90 day fulll trial package on their end  - I will attach what we were entitled and only worked for 1 day and it was then disconnected  

  2) the crack on the windshield. The dealer said that it looks like it may have been a pre filled crack. Its a crack, one that we werent informed about when asked about condition of the car.  we are hoping they can also fix that  

  3) meanwhile, we do have an appointment for the odor removal - which dealer said they would cover  

   

  Business Response

  Date: 07/27/2023

  Odor removel should be complete taday, and odor removal and detail shop found that spot on the windshield is a tree **** not a crack and they cleaned it. Sales person is contacting xm to see why they did not activate the radio.

• Initial Complaint

  Date:05/26/2023

  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.

  Purchased ****** parts thru their online parts store. Received parts in a timely manner. Upon installing, the part (trailer hitch for 2020 ****** Outback) was found to be defective. The brackets and hitch do not line up whatsoever (even off the vehicle). Clearly manufactured wrong. Only method the conpany does business thru this website is email. Emailed issue with pictures. The company will not call me. Emails answered slowly. They cannot read. They want to charge restocking fees and stated the reason the part will not go on is because my car must have been in an accident. (It has not and the part will not even assemble off the vehicle). I cannot get answers as to replacement part, refund, restocking fee issue.... they will not call and respond to emails slowly.

  Business Response

  Date: 06/12/2023

  the entire order has been refunded to the customer. They should have the full refund in 3-4 business days.

  Customer Answer

  Date: 06/18/2023

   
  Complaint: 20108152
  
  I am rejecting this response because: While I did finally receive a FULL refund and am grateful this finally occurred, that should have happened within days of contacting the business about the defective part. I ordered the part on 5/15/2023. This issue was not resolved until 6/13/23. The part was defective. I purchased one locally from a dealership and had the part on within hours. In my original complaint I asked for labor for having to take my car apart and put back together. (Had to do so twice since they would not take a phone call and simply send the part to put my car back together with the hitch installed). 1. I needed the hitch for a trip that was planned. 2. It took a month to resolve this due to extremely poor customer service and a poor business model in which a company selling a product does not do business over the phone. I am still out time and monies due to this company's extremely poor unethical business practices. They basically gave me a free sunshade and told me to shut up and disappear so they can continue to rip off other consumers and protect their BBB rating. Not acceptable.....

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

  Business Response

  Date: 06/27/2023

  As I understand Mr. ***** was and is still unhappy.  He chose to purchase the part(s) online and then perform the labor himself.  As he stated in capital letters that "he received a FULL refund and is grateful", that is all that ****** of Gwinnett is responsible to refund.  

  Then Mr. ***** goes onto slander our Dealership by stating we have "extremely poor unethical business practices" and then degraded our gesture of good will by giving him a free sunshade, he goes on to state "we told him to shut up and disappear so they can continue to rip off other consumers" is a lie on both counts.  Remember, he received his "Full refund".  ***** Mr. ***** chose to do the labor performance himself.  That's on him.

  However, and only because I do care about the customer and ******'s ******************** rating, I am forwarding Mr. ***** a check for $150.00.  This check is not for his labor but ****** of Gwinnett's goodwill toward Mr. ******

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

  Executive General Manager

  ****** of Gwinnett

  Customer Answer

  Date: 06/29/2023

   
  Better Business Bureau: 

  Reference to complaint ID ********
  
  The lip service from the business is exactly the customer service issue I described. I chose to do the labor myself ONCE!... not twice for having a defective part and not having a business that would communicate via phone. Had a call occurred and the issues resolved quicker, I would not have had to reassemble my vehicle and wait 30 days to have this resolved. The labor to have this installed is $300 to $600 and they want to send me $150 because it was my choice.......

  I chose to resolve this by phone..... they didn't.

  I gave immediate responses and provided pictures.....they didn't.

  I waited for responses to emails and a return slip..... they failed to respond timely.

  Based on their past history it will probably take 30 days to get my check for 25% of the value of my labor but I will accept it to resolve this and put it behind me.

   

  
  Sincerely,
  
  ****** Comes

• Initial Complaint

  Date:01/02/2023

  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.

  Took a car to their dealership for recall work and when it was returned it has an issue and when the dealership was made aware of the issue in a timely fashion they are wanting to charge for diagnosing an issue that they likely caused.

  Business Response

  Date: 01/10/2023

  The client presented for a passenger side airbag recall. We performed the recall and inspection. The client called the next day stating the horn was going off on it's own. We did not complete any repairs regarding the driver's side, horn, steering wheel, etc. All repairs were limited to the passenger airbag. We reached out to the client and offered to provide diagnosis for the horn concern free of charge. The client agreed and came in for the free diagnosis which turned out to be a spiral cable needed for the driver's side airbag system. Not related to the recall performed.