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:05/02/2025

  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 March 10th, we brought our Infiniti in for the typical maintenance, oil change, etc. When we came to pick it up, we were shocked as we drove down the street to discover that a substantial shatter near the windshield wipers. We returned to speak with ****** about the issue and he told us he would speak to his manager. He contacted us the next day and arranged to have the car brought back for repairs. Overall they had the car for the better part of 5 weeks due to poor quality, giving us an aftermarket windshield, inoperable headlights, and multiple times where the wipers did not work. Once we got to week 5, the windshield still looks horrible and furthermore, the wipers STILL do not work properly. We filed a complaint with the State Attorney General's office stating we wanted to have the vehicle fixed elsewhere at this point because we lost faith in their abilities and asked for a letter stating they are going to pay for costs, or we wanted direct compensation to have the wipers fixed elsewhere. They agreed to send a letter. After leaving a google review, Infiniti asked us to contact them directly, and we did. They now refuse to either send the letter admitting damaged and their willingness to pay costs, as well as the option to compensate us directly. We are now alone to fix an issue that happened in their shop.

  

  Business Response

  Date: 05/05/2025

  We had Infiniti engineers on site that looked at his vehicle and said it is working as designed.  We spoke to *** ********, who is convinced that it is not working correctly, so we offered to reimburse him for getting whatever work is needed at another shop, since that is what he desired. All he needs to do is provide an invoice showing what work has been done to fix his issue and we will compensate him for that. He has yet to provide such invoice.

  Customer Answer

  Date: 05/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   
  
  The first time Woodhouse Infiniti sent our car home after the first repair of the windsheild, they sent it with wipers that did not work, it looked as if there was a glob of silicone covering the sensor, and the casing that holds the rainsensor and review mirror was hanging about a half inch off of the windshield.
  The second time they sent the car home, they said the wipers were working and they were not.  In addition, we were told the ugly silicone glob would just disappear after several days.  Wipers were still not working and glob did not magically disappear.
  The third time they tried to send the car back, they said the silicone was addressed, it was not and we refused the car.  We later found out, despite being told our windshield was replaced with an OEM windshield, (the same kind the car came in with, the same kind we previously requested), it was NOT replaced with an OEM, so we were lied too. 
  The fourth time they sent the car back, the headlights were not working. And they wanted to argue about it until we returned they car and then they realized ithat the lights indeed were not working. 
  The fifth time they sent the car back, the sensor can still be seen, the wipers work but they don't speed up with increased car speed or increased amount of rain as stated in owners manual pages 2-60 through 2-62 and the wipers are STILL not working in this manner. Pat The service manager told me and the State Attorney General that we would receive a letter stating Woodhouse Infinti  is responsible for all costs accrued in fixing the wipers someplace else and that they could be billed by the shop doing the repair if we could find a repair shop that could do the repair.  We were lied too about that as they  are now refusing to send any such letter. They tried to offer us $500, because that's how much they feel it should cost. But with that said they have already spent many times that amout to figure out a repair, so how could they possibly know how much it should cost? But this Agreement would also mean that we wold also be expected to pull down all social media, reviews and such. They make it sound like we want money. That is NOT the case, we just want our car restored to what it was before they worked broke the windshield. Woodhouse Infiniti wants to have a gentleman's agreement but and say they would "help pay for the repair". I find this unacceptable considering the dishonesty and lack of workmanship we have experienced from them. If the Woodhouse Infiniti is so sure that it would only cost $500, then why are they so hesitant to send the letter that they promised. We again request a letter stating their shop is solely responsible for costs accrued in getting our wipers fixed at the shop of our choice due to lack of workmanship and poor customer service.  We will not simply trust you to pay the bill after being lied too on several occasions.  We want it in writing.
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:02/28/2025

  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 purchased a car on January 25, 2025 from Inifiniti of Omaha. At the time, I purchased an extended warranty and a service agreement. On February 7th I went back to the dealership to cancel both the warranty and service agreement. I was told that I would be refunded back to my loan. It has been three weeks and no refund.

  

  Business Response

  Date: 04/08/2025

  I was able to finally find your email that was sent to my junk folder. Sorry for the delay. I attached the refund check that we sent to *** ********* lienholder, **** ** *******. This check was mailed out to them on March 6^th 2025.  He cancelled the products on February 7^th then we had to process the cancellations with both product companies, which took a few weeks to process until we had refunds in house, which we immediately processed and sent off to the lienholder as required. Let me know if you have any questions or concerns, and if there is anything else you need from me.

  
  

  Customer Answer

  Date: 04/08/2025

  
  
  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,
  
  
  
  *** *******