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:07/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Vehicle Repairs Payments were made on 10May23. The payment made was $1,808.95 with debit cards transactions.The Infiniti of Nashua was charging for my vehicle 2008 FX35 engine issues; however, today, on 19Jul24, I called the service department as my engine is experiencing same issues, and I learned through the service representative (female staff) that back then, my car had an extended warranty and her records only showed that I paid $180 for diagnosis. However, my invoice and payment records showed I paid $1,808.95 . This discrepancy in the records indicate that the dealership has charged me for a service that was covered under the extended warranty. Therefore, this dealer received compensation from me and from the extended warranty responsible party (Infiniti ***).

• Initial Complaint

  Date:06/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 car from them on 5/18/24. Went in with my own financing but she explained to get the internet price you have to finance through Infiniti. Which I agreed to. Paperwork was done on a tablet then the transferred to a computer for me sign stating they were having trouble with the tablet (weird I know). I asked gap and the 6 year bumper to bumper coverage (that's it) that's all that is shown on my paperwork that I signed that day. Fast forward two weeks and they mailed me my registration check which shows a different price than agreed upon stating that they added paint and interior protection for $1299. this was never agreed upon and was not mentioned at any point they basically snuck it in between passing the tablet back and having me sign. When I called to ask about it she said they add it to all their new cars but this was cpo (used) and the original buyer probably already paid for it if this is the case as the vehicle came from there in the first place. That to me is double dipping. I've bought my fair share of cars both new and used and expect dealer add on with a new vehicle but have never had them include add on with a used car. They're also typically shown on the sticker price this was not the case and was not the agreed upon price. I feel that when I decided to leave because they wouldn't give me what I wanted In trade that they decided to make up some the difference by sneaking this "add on" in after the fact. I've also had the vehicle looked at and been told that it doesn't even have paint protection on it. I've included photos but please keep in mind he showed me all the figures on a tablet then input it into a computer and asked me to sign on a pad claiming the tablet wasn't working but why even use it if that was the case and it seemed to work fine up to that point. I keep getting an error when trying to upload my photos. I'll try again but if they're not included please reach out so I can email them.

• Initial Complaint

  Date:04/08/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 CPO 2019 Infiniti Q60 from Infiniti of Nashua on 1/19/2024 which listed a sale price of $26,500 if financed. I purchased the additional warranties and financed it through them to maintain the advertised price. I live in and would be registering the vehicle in **********. After agreeing to the terms in the office I signed the paperwork in good faith that the numbers we discussed were the ones on the contract. They later informed me that the tax they collected was short. After looking at the figures provided I noticed they included an additional $972 to the finance which were not attributed to anything. They informed me that it was by accident and would be refunded to me. NH has no sales tax on goods and services so the warranties should not be taxed when I register in ** because they were purchased in **. The bill of sale they provided me indicated a vehicle price of $30k+, which is why they said the tax collected was short. I verified with the ** DMV that the tax is only due on the price of the vehicle and not any additional warranties purchased. I have since then returned the warranties as I no longer have faith in the dealerships honesty regarding the terms I argued with them to send me the paperwork with the proper vehicle price listed so I can register it myself. My vehicle was towed on 4/2/2024 because the ** police stated they ran the temporary plates as well as the *** and it came back "no record". The temp tag on my vehicle was then confiscated for being "fictious" according to the police report. I informed them on 4/3/2024 of the vehicle being towed and informed them that I expect them to pay the towing and storage fees because of their error. They finally sent me the documents to register but the bill of sale still indicates a vehicle value of $30,366 and additional monies for warranties that have been refunded. I am unable to register with these documents and therefore unable to take my vehicle out of storage as it accumulates daily charges.

• Initial Complaint

  Date:04/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My experience with Infiniti of Nashua has been a saga of deception, broken promises, and an utter lack of accountability. After enduring over three years of subpar customer support and multiple negative encounters, I reached the breaking point, deciding it was time to part ways with my Infiniti Q50s.Upon posting my car for sale, I had several interested buyers, one of whom was particularly interested with the 7-year bumper-to-bumper warranty I had purchased back in 2019 when I originally bought my Q50s. Little did I know, the promise of this warranty was a deceitful tactic employed by the sales team. When the potential buyer contacted Infiniti to verify, they were informed that the warranty was set to expire at the end of the year(2023).Dumbfounded, I investigated, only to discover that the sales team had sold me a carryover "7-year bumper-to-bumper" from the previous owner, leaving me with a mere 3 years of coverage. Enraged, I confronted the dealership, but the two salesmen responsible had conveniently departed. My attempts to speak with the manager were met with indifference, with ************************* telling me he will get my message to the manager multiple times and that my message may have gotten lost in the shuffle.Keep in mind I was accompanied by a family friend who witnessed the whole interaction. The sales team's push for a 7-year warranty was nothing short of manipulative, using the word "seven" while conveniently omitting the truthonly three years would carry over. Not to mention the lies about adding a new battery and brakes....Infiniti of Nashua's dishonest practices have cost me not only financially but also in the credibility of selling my car. The potential buyer lost interest upon discovering the truth, and the manager has remained elusive despite my persistent attempts to communicate. No one has reached out to me.This dealership's behavior and disregard for customer satisfaction warrant a warning to any prospective buyers.

• Initial Complaint

  Date:10/20/2023

  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.

  Hello I purchased my 2017 infiniti q60 from infiniti of nashua in May of 2021 I was shown the car fax before purchase which stated the vehicle had 2 minor accidents which carfax considers dents/scratches etc I had to file a claim with my insurance due to vandalism of my wheels being stolen in November of 2022 I got my car back from body shop looking worse than when it left my driveway I brought up to insurance and they informed me of 2 major accidents(required a tow from scene) from the previous owners insurance company I would never have purchased this vehicle knowing this from the start. This also caused my vehicles value to drop significantly and I now have $10k+ in negative equity to which I cant afford to trade the vehicle in for something else I have attached the insurance report I obtained from geico showing the accidents that were not listed on carfax I am currently looking for my paper copy of carfax I received on purchase date

  Business Response

  Date: 10/30/2023

  When we sell a car we go over the car fax with the customer as the customer clearly mentions.  We do not know if there was any other accident then those.  So again  we clearly go over with customer and disclose what we now.   there is no hidding anything.  Not much else i can say here.  Please reach out  to me if you like   [email protected]

  Customer Answer

  Date: 10/31/2023

   
  ********** ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: if you were unaware of the accidents in question thats okay I understand you only k ow what you k ow but who is at fault for the incorrect carfax bc I would not have purchased this vehicle knowing the accidents that were not properly noted
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 11/01/2023

  So the customer  came in to dealership oct 31st.  So we had a chance to review the car.  Again we did absolutely nothing wrong. If the customer is mad at car fax. then he should see them. he is disagreeing with carfax as to the minor accidents and customer believes they were more. again not something we can control.  Here is what we found.  Customer said car was great when he bought the car 2 years ago.  Since then he had another accident and also has modifications on the car.  So again like we told customer, we did every thing  exactly as we supposed to do. We did offer him toi trade the car in to us for something else. and he refused.    thank you

• Initial Complaint

  Date:06/05/2023

  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 purchased a 2023 Infiniti QX 55. Upon purchasing my vehicle i immediately started having dual screen malfunctions shutting off entirely, color fading to a purple, screen freezing, touch screen not working. Ive had shift malfunction warning sign display on my dashboard. Infiniti Nashua New Hampshire was kind enough to lie to me for three months insisting my car was fixed each time. Fast forward to me filing a complaint with Infiniti Affairs as i believe i have a Lemon for a car. My car has been serviced 5 times. Infiniti has not resolved ANY of my safety concerns, have wasted my time for weeks and absolutely nothing is being done to address my safety concerns. Ironically, since filing a complaint with Infiniti Affairs, Infiniti in Nashua New Hampshire has flipped the script of saying “there were never any issues with my car”. So what was fixed during each service when i was told it was corrected? I am so disgusted with this company. Infiniti should be ashamed for treating customers in such a uncaring way. I have been lied to each and every time my car has been serviced. Additionally, the last time i was refused service by the service manager Victor. The only reason he agreed to service my car was because i had taken new photo evidence of my car issues. I feel this company is negligent of my safety concerns. This company is absolute fraud. I am so sorry i purchased an Infiniti.

  Business Response

  Date: 06/28/2023

  June 26, 2023

  Customer: ******* ******
  Vehicle: 2023 INFINITI QX55
  Vin: # *****************
  Last known miles 5740
  
  To whom it may concern:
  ******* ******, vehicle has been seen several times with different concerns. We would never deny service to any customer.
  After carefully reviewing the service history of *******’s vehicle. We have not actually been able to verify any problems with her screens malfunctioning.
  During one of her visits ******* had a concern with a shift malfunction light on dash. During this visit we did find a brake light switch needing adjustment. The brake light switch was adjusted, and the vehicle was released back to *******.
  Below is a timeline of the vehicle service history since purchased.
  March 18, 2023,            Miles: 1505
  Customer Concern: Screen reboots and goes black.
  Repairs: Unable to duplicate customer concern. No repairs made.
  
  April 18, 2023,              Miles: 3665
  Customer Concern: Screens Flickering and started to fade color.
  Repairs: Unable to duplicate customer concern. Performed ITB23-010A software update for AVN Audio visual unit. To try and remedy customer concern. Not able to duplicate concern.
  Customer Concern: Rear driver’s side tire losing air.
  Repairs: Found object in tire removed and repaired tire. 
  
  May 17, 2023,               Miles 5410
  Customer Concern: Shift system malfunction see dealer message on dashboard.
  Repairs: Scanned and found multiple DTC’s diagnostic trouble codes. After a series of tests, the technician found the brake light switch was out of adjustment. Adjusted Brake light switch road tested vehicle and verified brake light switch operating as designed and no error messages on dashboard.
  May 17, 2023,               Miles 5410
  Customer Concern: Perform 7,500-mile service interval.
  Repairs: Changed oil and filter and Rotated tires.
  
  May 22, 2023,               Miles 5740
  
  Customer Concern: Upper Display Screen keeps fading into different colors See attached pictures.
  Repairs: After a completed inspection of vehicle contacting tech support and exhausting all options we could not verify or duplicate *******’s concern. Instructed by INFINITI tech support to release vehicle if no problem found.
  
  Customer Concern: Parking brake set on its own while putting into park and message came on dashboard press brake pedal.
  Repairs: Performed a complete inspection of the e-brake system found to be operating as designed.
  No fault codes stored. Auto hold feature operating as designed. Unable to duplicate customer concern.
  
  Please let me know if there is anything we can do here at INFINITI OF NASHUA. 

   INFINITI CORP  HAS DECLINED A BUY BACK AS OF NOW, 

  I will personally will reach out to ******* to see if i can buy the car from her to see if the numbers work in the very challenging used car market
  
  Thank you.

  DIANA D******

• Initial Complaint

  Date:03/22/2023

  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.

  My wife ***** and I bought a 2019 Infiniti QX60 at the Infinity of Nashua dealership back in October 2022. We purchased the extended warranty and the gap insurance. The week of March 15th 2023 while my wife was driving at night with our 11 year old daughter the head lights went out. I scheduled a service appointment at the same dealership and brought in Friday March 17th. They ran a diagnostic and said the whole head light unit has to be replaced. I thought no problem since we purchased the extended warranty. To my surprise and huge disappointment, the service rep said he called the warranty company and they said it's not covered. He said it would cost us $4600! We can't drive the car at night, and we can't afford to pay that. I've had cars my whole adult life and the head lights usually never break. I talked with the dealership manager Anthony B***** on Friday when I got to work because we needed some help with this. He said he'd contact a few people and try to help. He also said his general manager Diana D******* was out on leave for a while so he would do what he could to rectify. I haven't heard back since. I left him two messages Saturday March 18th and another message Tuesday March 21st for an update. No response still. My wife and I are in need of this being rectified as we have two daughters we drive around to sports and other things, especially at night but can't because we have no headlights. (Big safety issue) I called Infinity Consumer Affairs, and they said the warranty is a non-Infinity warranty so they can't do anything. I contacted the warranty company as well to see what was covered and they said I had the basic warranty; we didn't know nor were we presented with different options on the warranty at the time of the car purchase. At the time of purchase the dealership asked if we wanted the extended warranty, and we said yes to protect ourselves. We also purchased the Gap insurance just in case. We thought we were protected but were not.

  Business Response

  Date: 03/29/2023

    This is Diana D******, I am back and have reviewed all options and situation.  The customer purchased a warranty but it was only a powertrain warranty and does not cover the headlights. After reviewing we can discount the repair down to $ 3400.00  which is our cost.   Please call me directly if you have decided to take this offer.  ###-###-#### Diana D******  thank you

  Customer Answer

  Date: 03/29/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: when I purchased the car the dealership gave me only one warranty option.  If I had known there were different coverage options I would have purchased it to protect me knowing it was a used vehicle.  This was never discussed . Also brought to another mechanic for a second opinion and they said condensation caused the headlights to die and in need of full repair. This is unacceptable and must be a major defect as headlights don't die from condensation on cars only 4 years old. 
  
  
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 04/10/2023

    I SPOKE WITH CUSTOMER!   I found another solution that would of cost 500.00 but to late ... customer already repaired.  I am sending customer a goodwill $$  credit to service with us in future.  Customer is appreciated and we plan on making him happier in the future. 

• Initial Complaint

  Date:11/21/2022

  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.

  I looked online and was interested in purchasing a car from this Nashua dealership. They scammed me so bad and I HAVE ALL THE DOCUMENTS PROVING EVERYTHING THAT I AM STATING. The price of unit was $24,556. There was an internet discount of $6,656 which made me interested in purchasing the car in the first place. I also did a credit application for $19,052 which was the agreed price for the car. The bank also denied me for that loan but ended up giving me an even higher loan which makes no sense. I believe they made a deal with the dealership. The day I signed for and left with the car they sneaked in 4 warranties totaling $5685 back into the total sale price. I never agreed to pay that much at all. The total sale price ended up being like $30,848. They completely scammed me with my first purchase from the dealership and they also forged my signature on one of the warranty sheets.

  Customer Answer

  Date: 11/21/2022

  Hi this is ****** Someone named Jimmy from Infiniti Of Nashua is attempting to contact me through phone call. I do not wish to speak to any of those scammers. I was expecting a reply from BBB.

  Business Response

  Date: 12/05/2022

  My General Sales Manager And Finance Director have reached out via phone and email to offer the opportunity to review in person. This client has referenced being tricked , however he has used and taken advantage of the products since purchasing the vehicle. We will be happy to work together and find a resolution but there was no trickery

  Customer Answer

  Date: 12/06/2022

  
  
  Complaint: 18440098
  
  
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I applied for a loan of $19,052 and have all of those documents. There was never a loan application for $25,116.06 also I am here paying for warranties that I never agreed to and they are gonna sit there and say there was no trickery.

  
  Sincerely,
  
  
  
  ***** ***