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:06/16/2025

  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.

   
  Complaint: 23475216
  
  I am rejecting this response because  for one I should have declined the vehicle because you kept insisting on purchasing the warranty which speaks volume. I feel like you know exactly what you have on your lot before selling it. Second this should have been handled differently when I came back in 30 days with the engine light on. You all could have exchanged it then .I  called numerous times , I even asked if I could exchange for something else with same payment bracket. You said yes I remember you, you didn't have a down payment right I said yes. Then I asked you what did that have to do with anything. You said it would have helped with the interest rate. An also I had  negative equity. Of course I have negative equity I've only had it 6 months. I would like another vehicle with a warranty on your expense. I can still pay my car note. But you should be able to accommodate something more reliable. 

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

  

  Business Response

  Date: 06/18/2025

  *******,
  
  We genuinely regret to hear about the challenges you've encountered with your vehicle. At Infiniti of Clarendon Hills, we strive to ensure every customer has a positive and reliable ownership experience, and its disappointing when a situation like this occurs.
  
  At the time of your purchase on December 13, 2024, we did present you with the opportunity to add a comprehensive extended warranty to your loan, which would have covered the mechanical issues you are currently facing. This included an option to finance the protection policy separately at 0% interestallowing peace of mind without impacting your original loan terms. Unfortunately, that coverage was declined.
  
  As we discussed during our recent phone conversation, although more than six months have passed since your purchaseand your complimentary 15-day/500-mile limited powertrain warranty provided under state law has expiredwe are still here to assist. If you are interested in trading out of the current vehicle, we are more than willing to work with you on finding a replacement that better meets your needs.
  
  Please feel free to reach out again directly so we can discuss your options and explore the best path forward.
  
  Respectfully,
  
  *** ********
  General Manager
  Infiniti of Clarendon Hills

  

  Business Response

  Date: 06/30/2025

  We sincerely regret that you remain dissatisfied with your experience at Infiniti of Clarendon Hills. It is always our goal to ensure every customer feels confident in their vehicle purchase, and we take concerns like yours very seriously.
  
  To clarify, the vehicle you purchased was thoroughly inspected prior to sale in accordance with both our dealerships and the manufacturers standards. We strive to ensure that every customer makes an informed decision, and during your purchase process, multiple warranty options were presented with the intention of providing added peace of mind for future repairs. Ultimately, the decision to purchase or decline an extended service contract is left entirely to the customer. We offer these products at several points throughout the process for situations just like this one...
  
  Regarding your concerns about the check engine light and the possibility of a vehicle exchange: While we fully understand your frustration, pre-owned vehicleslike the one you selectedare sold as-is unless otherwise specified at the time of sale. In your case, we offered to assist with repairs under any applicable manufacturer warranty or third-party service program available at that time. However, since the protection plans were declined at the point of sale, the dealership cannot assume the role of a warranty provider after the fact, as you had multiple opportunities to secure that coverage.
  
  We value your business and remain available to assist with any service needs or questions you may have going forward.

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23475216
  
  I am rejecting this response because:
  Yes you were insisting on a something extra to help maintain the vehicle I could not afford an I told you that. But as a business you could have said let's look a little more to see what would better suit you with. All you guys kept asking for was down payment consistently. This was more of a benefit for the person who sold me the car. 
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/11/2025

  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.

  To who it may concern, there is a typed letter in my documents that will provided a summary of what took place on 10/11/2024.

  

  Business Response

  Date: 06/18/2025

  *******,
  
  Thank you for taking the time to share your concerns regarding your recent vehicle purchase. I want to personally address your message to ensure full transparency and clarity regarding your transaction for the 2023 INFINITI QX55.
  
  Your initial investment of $4,500, also referred to as the down payment, is clearly reflected in your Retail Installment Contract, which outlines the terms of your financing agreement. Specifically, this amount is:
  
  ~ Listed on Page 1 in the Total Sale Price box
  ~ Itemized again on Page 2, Line 2, where it reduces the total amount financed accordingly
  
  This is a standard structure in vehicle financing. As the originating dealership, we collect the down payment directly, and your lenderin this case, Ally Financialfunds the balance shown as the amount financed. The dealership then transfers ownership documents to Ally, and they hold the lien until the loan is fully satisfied, at which point the title is released to you.
  
  It is not fraudulent or illegal for a dealership to recommend a down payment. In fact, it is common practice. Down payments help reduce a lenders exposure to risk, which in turn can secure more favorable loan terms, such as lower interest rates. In your case, the total of taxes and fees associated with the purchase was $4,861.82. For optimal financing terms, we often recommend covering taxes, fees, and at least 10% of the vehicles selling price as an initial investmentwhich would have totaled approximately $9,312.02.
  
  Regarding your interaction with our team: I sincerely regret if you felt disrespected during your communication with ******. Please know this was not our intention. While we do not offer a return policyregardless of timeframewe do provide an exchange option, which is detailed on our website and available for eligible purchases.
  
  I hope this explanation provides reassurance that your down payment was applied correctly and in accordance with industry standards. At no point was your money mishandled or stolen, and there was no misconduct or illegal action on the part of our dealership.
  
  Should you have any additional questions or would like to further review your documentation, I would be more than happy to meet with you in person.
  
  Respectfully,
  
  *** ********
  General Manager
  INFINITI of Clarendon Hills
  

• Initial Complaint

  Date:03/07/2025

  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.

   
  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.   It is very disappointing that it took this action to resolve a straight-forward request for a refund, but I did receive the check.
  
  Sincerely,
  
  **** ***********

  

  Business Response

  Date: 03/20/2025

  Check # ***** has been cut and sent to customer. Issue has been resolved sorry for the delay. Please ask customer to update status of complaint, Sincerely Infiniti of Clarendon Hills

• Initial Complaint

  Date:01/03/2025

  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.

   
  Complaint: 22762405
  
  I am rejecting this response because:
  It is not the current claim that it has a salvage title.  That was the initial problem and that is still under investigation. The main complaint is the fact the dealer fixed a previously damaged vehicle and did not submit it to the insurance company or ******. so ****** would not have a record of the damage. Their claim is that it has a clean CARFAX. Of course it does if you dont report the damage. The photos i uploaded are in fact the vehicle i purchased. It still has the same wheels, which the dealer admitted to powder coating black. It has the same exact nicks in the front grill which the dealer was supposed to fix and did not, and the exhaust is identical. When you open the hood you can see where it was previously damaged as shown in the pictures. The *** is clear. you cant deny that it is not the same car. The third party website is an auction website. The dealer also admitted to buying the car from auction before it was purchased. That detail is actually on the CARFAX report.  The dealer got their hand caught in the cookie jar and does not want to admit it. At this point legal action may be required. I will continue with this complaint until its resolved and the dealer is held accountable.

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

  ing to ******. This is fraudulent activity by a supposed reputable business. i would have never purchased the vehicle if the carfax was accurate. i would like a full refund and the difference of the profit that the dealer made off of my trade in since i am not able to get my previous vehicle back. This is bad, unethical business from the dealer to which im sure it practices everyday.

  

  Business Response

  Date: 01/14/2025

  The vehicle sold to this client does not have a salvage title. The Carfax report, which we provided, confirms there have been no accidents reported or salvage/****** titles issued. Additionally, the title was reviewed and accepted by Ally, which does not finance vehicles with salvage titles.  The photos you referenced appear to come from a non-verified source, and we do not find them credible. To further validate the vehicle's condition, weve included documentation and photos from a third-party inspection conducted before our purchase, which shows the vehicle was in great condition with no major reported issues.

  

  Business Response

  Date: 01/15/2025

  We sincerely empathize with your initial concerns regarding your wife's dissatisfaction with the choice of a performance vehicle instead of a family car. We understand how important it is to feel confident in your purchase decisions. However, we must address your subsequent requests for a refund, which include unfounded claims and slander. We take such matters seriously and strive to maintain transparency and fairness. The vehicle in question was purchased through an auction, and a detailed third-party condition report was provided for your review. This report confirms the vehicle was in undamaged condition at the time of our purchase. If you have further concerns or require additional clarification, please do not hesitate to reach out to us directly. We remain committed to assisting you in any way that aligns with our policies and values. The auction sale date that is on our condition report 7/27/24 matches up with the date found on the Carfax vehicle history report. The Ukrainian import/export site you are referencing is not a credible source of information.

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22762405
  
  I am rejecting this response because:
  Whether my wife likes the vehicle or not is irrelevant. She doesnt care what kind of vehicle i purchase. The fact is i traded is the exact same type of car.  The complaint with BBB is about Infiniti of Clarendon Hills selling me a vehicle that they claimed had no previous damage when in fact it did. The report shows engine and physical damage on the vehicle prior to my purchase. The dealer uses words of slander when all i did was call them out on them selling me a vehicle that they were claiming it was something that it was not. This so called Ukrainian import/export site is called BIDFAX. I encourage any consumer that is curious about the credibility of that statement and/or looking to purchase a used vehicle should research BIDFAX. The dealer acts like they care about the customer but from my experience, they really dont. The dealer had the opportunity from 9/2/2024 (labor day) to do the right thing but wont. The dealer is willing to jeopardize their reputation based on mere pennys of what they make in a calendar year. I really dont understand it. I will pursue this as long as it takes for Infiniti of Clarendon Hills to make it right. 
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/27/2024

  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 purchase a vehicle from this dealer on June 20th this year. It is now nearing October, my temporary tag has expired, I have NO registration, and cannot drive the vehicle. Every time I talk to someone there, I get the same run-around that the paperwork is at the title company. I live in **********, they collected, $927 for license and title fees, then I got the vehicle back to **********, I was charged another $450. Guess what I haven't seen.. That's right, my $927!They have not offered any sort of solution, not even another temporary tag so I can keep using my vehicle!On top of that, the vehicle needed a new transmission and spent the last month in the shop getting that replaced.Long story short, I will be getting my attorney involved and I have filed a formal complaint with the *************************'s office.STAY FAR FAR AWAY FROM THIS DEALER!

  

  Business Response

  Date: 10/11/2024

  Infiniti of Clarendon Hills has been trying to finalize this with ATC and this should be resolved and Mr. ********** will receive a refund for the difference. ATC was thrown off because they usually handle all the license and title work but Mr. ********** wanted to do that himself but we got it worked out.  

• Initial Complaint

  Date:08/12/2024

  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.

   
  Complaint: 22127340
  
  I am rejecting this response because:

  the amounts within the trade back 6 days  due to the first car having issues cost me $3000.  See attached bill of sale for each purchase when the difference in price was about $500. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 08/29/2024

  
  Thank you for reaching out and sharing your experience. Im genuinely sorry to hear about the difficulties you faced with your vehicle purchase and the subsequent exchange process. Its clear that this situation has been frustrating and disappointing, and I appreciate you taking the time to provide such detailed feedback. Everything that you had purchased and paid was applied and traded to your new vehicle purchased. If you have any other concerns please call us and we will address anything you need to ensure you start enjoying your new vehicle.
  

• Initial Complaint

  Date:03/18/2024

  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.

   
  Complaint: 21451259
  
  I am rejecting this response because:
  I did not want not realize I was getting additional warranties. They did not 'extend' any part of my original warranty. I have unsigned copies of these warranties. When I called the company they stated that an electronic signature was used. 

  My loan was all done with signed documents.

  Also, I asked why my loan amount was so high with no additional things added to my loan and they stated they were 'taxes'. 

  I planned on getting rid of the car before the manufacturer warranty expired... But couldn't do so because I was so upside down on my loan. 

  Additionally, they never used the extra warranties for my car when doing maintenance and charged me for the full amount. 

  It took my quite awhile to figure out what they had done because I knew I didn't want additional warranties. 

  I asked for all signed paperwork several times and they wouldnt provide them. 

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

  arranty and that I did have a bogus extended warranty that they didn't use either.. But basically thru all the faslighting and turning things around on me to make me feel stupid or misunderstood was done intentionally. I called this extended warranty and they said no claims ever came thru. I asked how was in system as I declined ************ stated an electronic signature was used.. That warranty ended before my vehicle warranty ended - so there was no extended warranty on my car. I didn't want it, I didn't sign it and they charged me anyway...So I've basically overpaid this company over $10,000 to get absolutely nothing valid. So when I went to jag to get an issue fixed that infiniti sat on- my vehicle warranty just expired.. I was told you cannot sell an extended warranty unless it's an extension of the actual warranty.. Which they weren't. They were all covering the same exact thing and my car warranty was free. This is so overwhelming and I believe so much fraud towards me, I'm at a loss. I basically have a high car payment for a loan that is way more than my cars worth! This wouldn't be the case if they did the paperwork straight forward and did not try to maliciously confuse me.. I'm at a loss as to what I can do.. Please help. Thank you, *******************

  

  Business Response

  Date: 04/03/2024

  Dear BBB, here is a copy of the warranty **************** purchased and signed for. Since the vehicle was 3 years old **************** decided to purchase additional time which the warranty purchased gave her 4 more years from date of purchase and up to ***** miles on the odometer. The vehicle only had ***** miles on it when purchased so time was more important. The warranty gives **************** an additional 3 years of coverage past the manufacturer warranty end date. Sincerely Infiniti of Clarendon Hills

  

  Business Response

  Date: 04/08/2024

  Dear BBB, the document signed was her wet ink signature that was sent in previous response. It did give **************** an additional 3 years longer than the original manufacturer warranty as it shows under the Term section. If **************** wants to sell the car she gets to cancel any additional warranties and that gets taken off the loan amount. All warranties are cancelable at any time during the loan time. She has since driven the car out of all warranties due to mileage.

• Initial Complaint

  Date:09/07/2023

  Type:Order 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.

  We purchase a 2015 ****** GTR a June 2,2023. Aside from inaccurate representation of the vehicles condition/ work that had been done to the vehicle. We have not received the correct vehicle title and paperwork for 3 months now with no care from the dealership. We were issued and incorrect title with incorrect names, and out of date. The dmv in Colorado advised that we are unable to register the car due to the incorrect names and that the title we received is not the most recent title issued in the state. Due to the fact we are unable to register the car we cannot send anything to our lender to avoid an interest increase to the highest amount. We have spoken with the company and the dealership more than 4 times, for the title and we have been given the runaround. We need this issue fixed before legal action will be forced to be taken.

  

  Business Response

  Date: 02/05/2024

  The GTR was purchased with cash and the customer would not finance with us. If you pay cash you have to register and title the vehicle in the state you are going. Since the customer did not finance we cannot to the license and title work sorry. Sincerely *****

• Initial Complaint

  Date:08/10/2023

  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.

  *Complaint being filed by agent*The consumer took her car in for an oil change in June 2023. Within a week the car started to act up. She then had a scheduled appt in July to get serviced again. They stated the vehicle is covered under warranty. They stated that they did a thorough inspection; they found the cause of the issue and the issues is covered under warranty. They then gave a loner car and that Monday they voided the warranty. Her concern is if they found an issue with the car and told her that is covered under warranty why would they void the warranty.

  

  Business Response

  Date: 08/11/2023

  It was not us that declined the warranty, we cannot do that. It was Infiniti of *******. When we do engine repairs we have to call Infiniti and submit pictures of the inside of the engine in certain locations. We did that and Infiniti of ******* declined the warranty on the engine due to lack of maintenance. I have attached the maintenance history which has some large gaps. The oil should be changed every 6 months or ***** miles. 

  The vehicle should have had 15 oil changes by now and has had 6, two of which were done before they purchased the car. Again, we cannot decline warranty, only the manufacturer can and they did. The customer is well aware because they called Infiniti of ******* consumer affairs and they were told why i was declined. Sludge take a long time to develop due to lack of timely oil changes. The car currently has ****** miles on it. The last oil change we did was at 73,424.3,000 miles ago. not enough time for sludge to build up. All you have to do is look at the large gaps in the history to understand why Infiniti declined the warranty. If you have any questions please call or email me at: ************ - **************************************

  ************************* - Service Director - Infiniti of Clarendon Hills / **********