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:05/23/2023

  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.

  My vehicle, a 2019 Infiniti Q50 signature edition, has had a long standing issue of running low on coolant, since around February of 2022. I had brought the vehicle to Infiniti ~6 times for them to remedy my issue, only for them to tell me there is no external coolant leak, or for them to install new parts, including 1 new radiator and 2 water pumps. The issue continued to resurface time and time again, until March of 2023 when I brought it in for a rattle from what I believed to be my turbochargers, only for them to tell me I had a knock in my engine and the engine will need replacement. I have supplied proof of service, done by both me (I am a certified mechanic of nearly 4 years), and by them on occasion. They then claimed I had neglected to service my engine, despite the repeated oil changes and me changing my oil in advance of their advised ****** mile service interval found in the vehicles service manual. I appealed my case to Infiniti warranty at corporate, only for them to deny that claim and declining to purchase the vehicle back from me. Please note I also have two receipts for oil change supplies from other auto parts stores who have made it difficult to obtain my receipts. As the company is claiming that my oil was contaminated and an external coolant leak could not be found, I do not think it takes many dots to narrow it down to an internal coolant leak diluting my oil, especially when the oil was changed in January of 23 and the dealership noted my oil was dirty in March of 23, after only putting **** miles onto my vehicle.

• Initial Complaint

  Date:12/31/2022

  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.

  On December 22, 2022, I brought my EX35 to Fette because the vehicle was not responding to its FOB and the left front window went down when the key was used to open the door and it would not go back up. For seven (7) long days the Fette service advisor (****) indicated their technicians were continuing to seek advice and instruction from "Infiniti" which was excessive and unreasonable and caused me tremendous inconvenience during the holidays. Fette did not provide a loaner vehicle during this time. Finally, on December 29, 2022, I received a text message that the auto was repaired and ready for pickup. However, when I inspected the vehicle upon arrival I found that Fette had damaged both rear windows and neither was now operational. No service manager was on site nor did the service advisor I had been working with respond to the request for a suitable remedy. Advisor ****** who was the only representative present claimed he lacked authority to address or compensate me for the damages.On December 30, 2022, I spoke by phone to service manager ***** who refused to take responsibility for the damage Fette caused to both rear windows although it is documented in writing and indisputable that the rear windows malfunctioned AFTER the service technician replaced parts and reinstalled the front door panel. I was charged more than $600 for labor that was clearly substandard, unprofessional and incompetent resulting in damage, loss of enjoyment and significant loss of value of my vehicle. I am seeking a full refund for parts and labor as well as costs to repair the rear windows and compensatory and punitive damages for loss of use and inconvenience. Fette technicians demonstrated a lack of expertise and skill required to service vehicles and all charges assessed should be reversed or reimbursed with interest. Action should be taken to preclude Fette from conducting future business of this nature to protect other consumers from property damage and financial losses.

• Initial Complaint

  Date:10/25/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Since December, 2021 I was promise a reimbursement in the amount of $178.00 and I was over charged for transferring my plates/registration ($200.00 still pending refund for the difference). Both case have been ignored, no one has yet to returned any of my calls and on the occasions I've appeared in person, I was blown off. The original sales person who handle the case (assured me that ******************** would be contacted to credit my account, as of this email this has yet to happen) and he is no longer with Fette used cars. I reached out again today and the receptionist refuse to give me the name and contact information for the next person in charge. It's been 10 months and I would greatly appreciate my FULL REFUND AS PROMISED. Thank you in advance for your assistance.

  Business Response

  Date: 11/23/2022

  In reference to ID number ******** ***************************, Fette Infiniti will be sending a check out in the amount of 178. + ***** = $273.50 to refund for etch and other fees because we do not what a bad review.

  We will send check out early next week because of the holiday.

  Customer Answer

  Date: 12/12/2022

  
  Complaint: 18314035
  
  I am rejecting this response because:

  Per our conversation earlier today, I was away when I received the attached.  Upon my return yesterday I checked my mail, there was no check from Fette Infiniti as stated in their message nor did anyone reach out to me as stated by their representative.

  
  

  
  
  
  
  Regards,
  
  ***************************