Complaints

This profile includes complaints for Nissan North America, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Nissan North America, Inc.

  One Nissan Way Franklin, TN 37067-6367

  
• 

  Nissan North America, Inc.

  PO Box 685003 Franklin, TN 37068-5003

  
• 

  Nissan North America, Inc.

  18501 S Figueroa St Gardena, CA 90248-4504

• 

  Nissan Motor Corporation

  Farmington Hills, MI 48331

• 

  Nissan North America, Inc.

  1 Nissan Way Franklin, TN 37067-6367

  

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:07/03/2025

  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.

  I have a Nissan Rogue 2016 and it has been only ****** miles, in my last service they recommended to change the transmission fluid, and it was done in the service centre. After a short period of time, there was an issue with car and after taking it to the service centre they told me it was a transmission problem, and was told it is out of warranty, and i will have to pay $2900.00.After my research I came to know it is a known issue with the Nissan Car, I contacted the nissan consumer affairs and requested for the repair since it is only ****** miles and they refused. Since this is a know issue in all nissan rogue vehicles there should have been a recall. I have attached a prior class action settlement with the same transmission problem with other customers

  Business Response

  Date: 07/11/2025

  Thank you for taking the time to contact Nissan North America and allowing us the opportunity to review Mr. ******* concerns with his 2016 Rogue. We apologize for any inconvenience this situation may have caused.
  
  A review of our records shows Mr. ******* contacted Consumer Affairs on July 2, 2025, to request financial assistance with the Continuously Variable Transmission (***)replacement at ****** miles. As the five years / ****** miles Limited Powertrain Warranty had lapsed by 52 months and the 2016 Rogue exceeds the *** Warranty Extension by 28 months, NNA advised Mr. ******* on July 3rd that we are not in a position to assist with the repairs. However, Mr. ******* sent an email to an Executive in which the case is currently being reviewed by and Executive Specialist. The case is being thoroughly reviewed for assistance, although assistance is not guaranteed and handled on a case by case basis.
  
  We urge Mr. ******* to continue working with his Specialist. Should Mr. ******* have any additional questions, he is welcome to contact his Specialist and reference his case number ******** at that time.
  
  Thank you.

• Initial Complaint

  Date:07/03/2025

  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.

  I am submitting this letter to formally report a mechanical failure that occurred with our 2023 Nissan Rogue SV on June 20, 2025, which may present a broader safety concern. My wife and I purchased the vehicle used, in nearly new condition, specifically to allow safe and reliable travel with our two young children.Just 31 days after purchaseand only ***** miles into ownershipthe thermostat assembly and oil temperature sensor assembly failed while we were traveling over 900 miles from home and 450 miles from our intended destination. The failure occurred unexpectedly and without warning, causing significant disruption and placing us in a vulnerable position far from support.When the vehicle was serviced at Windy Nissan, we were told this was the third 2023 Nissan Rogue SV with fewer than ****** miles to come in that same week for the exact same issue. This clearly suggests that the failure may not be isolated, but rather part of a recurring mechanical defect affecting this model.The nature and frequency of these failures raise questions about the safety and reliability of the affected vehicles, particularly under travel conditions where sudden mechanical failure could endanger occupants or leave them stranded in unsafe situations.

  Business Response

  Date: 07/11/2025

  Thank you for taking the time to contact Nissan North America and allowing us the opportunity to review Mr. ******* concerns.
  
  A review of our records indicates Mr. ***** has not contacted Consumer Affairs with this request in the past, and we would be happy to conduct a thorough review, though assistance is not guaranteed and is made on a case-by-case basis.
  
  We urge Mr. ******* to contact Consumer Affairs and open a case with Consumer Affairs by calling ************** Option 7 with his Vehicle Identification Number (VIN) and current mileage for further assistance.
  
  Thank you.  

• Initial Complaint

  Date:06/24/2025

  Type:Delivery 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 ordered brake plates for my 2015 Nissan Rogue from Nissan USA through their parts website. When I placed my order, I specifically chose the local pick-up option because I needed the parts quickly and did not want to pay for shipping. Instead, the company shipped my order from *********, charged me for shipping anyway, and completely ignored my pick-up ************, the order was wrong. I paid for two brake plates and was charged a total of $161.10, which included the shipping that I should not have been charged for in the first place. I only received one brake plate, and to make matters worse, the part they sent is not even correct for my vehicle.When I contacted their customer service department, they were extremely rude and disrespectful. Instead of taking accountability, they tried to blame me, claiming they emailed me for my VIN and canceled part of my order because I didnt respond but I never received any message from them about ********, they want me to pay to ship the incorrect item back AND charge me a 20% restocking fee, which is completely unfair considering this entire situation is their fault.I am very disappointed with how I have been treated and how my order was mishandled. This was my first time ordering from this company and it has been nothing but a hassle.I am requesting a full refund of my payment, including the shipping charges that I never should have paid. I also do not believe I should be responsible for paying to ship the item back or any restocking fees.I expect Nissan *** to make this right immediately.

  Business Response

  Date: 07/01/2025

  Thank you for taking the time to contact Nissan North America and allowing us the opportunity to review Ms. ****** part concerns.
  
  A review of our records indicates *** ***** has not contacted Consumer Affairs with this request in the past, and we would be happy to conduct a thorough review for reimbursement of her expenses, though assistance is not guaranteed and is made on a case-by-case basis.
  
  We urge Ms. ***** to contact Consumer Affairs and open a case with Consumer Affairs by calling ************** Option 7 with her Vehicle Identification Number (VIN) and current mileage for further assistance.
  
  Thank you. 
  

• Initial Complaint

  Date:06/20/2025

  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.

  Re: Formal Lemon Law Demand 2019 Nissan LEAF Recall #R24B2 Dear Nissan Customer Service,We are writing to formally notify you, under the New Hampshire Lemon Law (RSA 259:7779) and the MagnusonMoss Warranty Act, of an unresolved safety recall affecting our 2019 Nissan LEAF (VIN: *****************).Our vehicle is impacted by Recall #R24B2 / **TSA 24V-700, which involves a serious defect in the battery system related to DC fast charging. We received the original recall notice in Fall 2024 and have complied with Nissans instruction to avoid Level 3 (CHAdeMO) charging ever since. This significantly limits the functionality and convenience of our vehicle.We have called Nissan customer service twice and received two return phone calls, all confirming the same information: that the remedy would be available in Spring 2025. That timeframe has now passed, and we still have not received any notification of a fix or a remedy appointment. This ongoing delay leaves us with a vehicle that presents a safety risk and diminished value.We are therefore formally requesting that Nissan repurchase or replace our vehicle, as provided under New Hampshires Lemon Law and applicable federal warranty law. If we do not receive a timely and satisfactory resolution within 10 business days, we will proceed with arbitration through the ** Motor ************************* and pursue further legal action.Please consider this a formal Lemon Law demand. We would appreciate a written response confirming next steps.Sincerely,****** & ***** ******* Phone: ************ Email: ******************** Address: *****************************************

  Business Response

  Date: 06/27/2025

  **** you for taking the time to contact Nissan North America and allowing us the opportunity to review Mr. ********* concerns.
  
  A review of our records indicates Mr. ******* has not contacted Consumer Affairs with this request in the past, and we would be happy to conduct a thorough review, though assistance is not guaranteed and is made on a case-by-case basis.
  
  We urge Mr. ******* to contact Consumer Affairs and open a case with Consumer Affairs by calling ************** Option 7 with his Vehicle Identification Number (VIN) and current mileage for further assistance.
  
  Thank you. 
  

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23498889
  
  I am rejecting this response because: we have called and had multiple case numbers and our case number was included in our first letter
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 07/10/2025

  Thank you for bringing *** ********* latest response to our attention.
  
  Unfortunately, we did not see the case number in the first response, however we were able to locate the case in which *** ******* has been in contact with Arbitration's Specialist, *******. A settlement check has been approved in connection with *** ********* concerns and will be sent to *** *******. 
  
  Should *** ******* have any questions, he is welcome to contact his specialist directly and reference his case number 55131481.
  
  Thank you.

  Customer Answer

  Date: 07/17/2025

   
  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,
  
  ****** *******

• Initial Complaint

  Date:06/19/2025

  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.

  Own a 2022 Nissan Rogue VIN# *****************, UNDER 31k MILES, the warranty iexpired on3/22/25, took it to nissan dealer to get NTB21-097B done on 4/14/25, Service was refused.Nissan Case# ********, this sevice is a know issue with nissan model and is listed in this tech bulletin, which is attached to this, please read to understand the issue, I am guessing the cost to be < $150

  Business Response

  Date: 06/27/2025

  Thank you for taking the time to contact Nissan North America and allowing us the opportunity to review Mr. ******* concerns with his 2022 Rogue. We apologize for any inconvenience this situation may have caused.
  
  A review of our records shows Mr. ***** contacted Consumer Affairs on June 19, 2025, to request assistance with a water leak at ****** miles. The last service Mr. ***** had was on April 15, 2025 which was outside the Limited Basic Warranty that expired on March 22, 2025. Please have Mr. ***** contact his Regional Specialist if he was refused service, however Mr. ***** would have to pay a diagnostic fee to have the vehicle serviced by his local Nissan dealer. 
  
  Should Mr. ***** have any additional questions, he is welcome to contact his Specialist and reference his case number ******** at that time.
  
  Thank you.

• Initial Complaint

  Date:06/17/2025

  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.

  In April of 2025 I received notification of a voluntary recall from Nissan dated January 30. 2025. On April 28 2025 I had this recall completed for my emissions and 2 days later my check engine light came on. And I had to take my vehicle back to Nissan and was charged for a diagnostics charge of ****** dollars for them to say I needed an entire new exhaust system that would cost me ***** thousand dollars. I retrieved my vehicle and went to another diesel mechanic that advised me the code for what they are referring to never existed for my year vehicle until they conducted the recall to show there was a problem with the exhaust Particular Filter that cost around 8000 dollars to fix or replace. And during extensive research this exhaust system should have at least lasted over a hundred thousand miles. Therefore Nissan knew there was a problem and attempted to place a temporary fix that not only didnt work but brought to light there was a problem with the exhaust. I contacted Nissan in June to speak to someone and file paper to be contacted back and still have not heard from any representative pertaining to my concerns about my vehicle.

  Business Response

  Date: 06/27/2025

  Thank you for taking the time to contact Nissan North America and allowing us the opportunity to review Mr. ********* concerns.
  
  A review of our records indicates Mr. ******** has not contacted Consumer Affairs with this request in the past, and we would be happy to conduct a thorough review for assistance, though assistance is not guaranteed and is made on a case-by-case basis.
  
  We urge Mr. ******** to contact Consumer Affairs and open a case with Consumer Affairs by calling ************** Option 7 with his Vehicle Identification Number (VIN) and current mileage for further assistance.
  
  Thank you.  
  

  Customer Answer

  Date: 06/27/2025

  I contacted Nissan over three weeks ago and have a reference number and was informed that someone would review my complaint and reach back out to me. That information is currently at my Adress in ******* and I will not be able to provide that to you until I return on July the 8 and therefore I would like to request an extension to provide you with the information. Thanks

  Customer Answer

  Date: 07/09/2025

  Was finally contacted by a Nissan representative and they stated that because my truck was out of the ***** mile warranty they would not even meet me half way on the 7200 dollar repair cost. They did not even care that I explained to them that the recall caused my check engine light to come on and the voluntary recall was to install a code for a faulty exhaust system and it should be recognized and a ghost recall for them to cover up what should be a recall on the exhaust system.

• 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.

  Purchased a 2020 Nissan Leaf from ****** last week, being informed of 3 recalls - one being serious risk of fire of battery if level 3 charging is used, but that Nissan informed buyers that March of 2025 the recall would have a solution. After purchasing, our local Nissan dealership told us that there still is no solution to that recall and July it is hopeful, but this is the 3rd date anticipated by Nissan. I asked the dealership if it was truly a problem and a service **** stated that she had not seen any issues from local Leaf owners, but when researching it in depth online, it seems that 1% of them have this defect. I called Nissan headquarters today and was told that if I use level 3 and it catches fire, they are unsure who would be liable for the vehicle and that this is a "hypothetical," and to call them back if it does catch fire, but that they recommend not using level 3 charging. I explained that I cannot use a level 1, because when plugging into a normal garage socket, it shorted electricity out of the entire house, and I can't wait at a charging station for 11 hours at 240V.

  Business Response

  Date: 06/26/2025

  Thank you for taking the time to contact Nissan North America and allowing us the opportunity to review Ms. ********* charging concerns.
  
  A review of our records indicates Ms. ******** has not contacted Consumer Affairs with this request in the past, and we would be happy to conduct a thorough review, though assistance is not guaranteed and is made on a case-by-case basis.
  
  We urge Ms. ******** to contact Consumer Affairs and open a case with Consumer Affairs by calling ************** Option 7 with his Vehicle Identification Number (VIN) and current mileage for further assistance.
  
  Thank you.  

• 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.

  My Nissan armada was brought to ****** collision center for some body work on April *******. It was then sent to Nissan of Athens dealership on April 29, 2025. It has been there ever since. Throughout this whole process I have been lied to by both the shop and the collision center. I have been left without a car because insurance only paid for 60 days which shouldve been more than enough time to fix the car. I was lied to by the shop manager who stated that Nissan Corporate could be the only ones to issue a loaner. Nissan corporate stated that your dealership is the one to issue a loaner not them. Sure they can reimburse for a rental but I have to put $500 up front and may or may not get a check for reimbursement in ***** business days. I havent had a car in 9 weeks and that doesnt seem to concern anyone. The last issue is that it was suggested that I drive the car off the lot with crucial safety features not fixed. That not only puts my life at risk but everyone else on the roads life at risk also. Its disheartening to know that the service manager would rather risk my life that do what is right. ****, the service manager also has not returned a single phone call that I have left them. I am reaching out for a solution because I have done all I can do. This is not an ethical business practice and its a nightmare. This has become a Nissan North America issue because they sent my dealership the wrong part 3 times. Now magically this part is on back order. This is not right at all.

  Customer Answer

  Date: 06/24/2025

  They have not contacted me or mad any resolution. Only have made things worse

  Business Response

  Date: 06/25/2025

  Thank you for taking the time to contact Nissan North America and allowing us the opportunity to review Ms. ******* concerns with her 2021 Armada. We apologize for any inconvenience this situation may have caused.
  
  A review of our records shows Ms. ****** contacted Consumer Affairs on June 9, 2025, to request assistance with the Lane Assist Camera which is on backorder at ****** miles and the inability to reach the Regional Specialist. The Regional Specialist will contact Ms. ****** on June 24, 2025 to discuss the concern. The Specialist has been working diligently with a Nissan Parts Coordinator to provide and estimated time of arrival.
  
  Should Ms. ****** have any additional questions, she is welcome to contact her Specialist and reference her case number ******** at that time.
  
  Thank you.

  Customer Answer

  Date: 06/26/2025

  They have not contacted me or mad any resolution. Only have made things worse

  Business Response

  Date: 07/01/2025

  Thank you for bringing Ms. ****** latest response to our attention.
  
  We apologize for Ms. ****** level of dissatisfaction. However Ms. ****** has spoken to a Supervisor who advised the review of potential rental reimbursement will be discussed once the repair has been completed. 
  
  We urge Ms. ****** to continue working with her specialist until the vehicle is repaired. Should she have any questions, she is welcome to contact her specialist directly and reference her case number 55030720.
  
  Thank you.

• Initial Complaint

  Date:06/15/2025

  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.

  Nissan Motor company refuses to honor their settlement with my vehicle. My 2016 Nissan Murano is part of the class action lawsuit. By the time the company settled the lawsuit my car was already over the allowed ****** miles. However, my vehicle was diagnosed with a transmission problem at ****** from a verified mechanic shop. Nissan in ****************** is also aware of this issue and they refused to diagnose my car properly. I have written proof that I said there was a hesitation/shaking in my vehicle. They gave me an improper diagnosis and took my money after I was charged for a heat shield. A heat shield does not cause hesitation or shaking. Nissan motor company corporate has been called many times over this issue specifically and they refused to acknowledge or help with this situation.

  Business Response

  Date: 06/25/2025

  Thank you for taking the time to contact Nissan North America and allowing us the opportunity to review Mr. ****** Continuously Variable Transmission concern.
  
  A review of our records indicates Mr. **** has not contacted Consumer Affairs with this request in the past, and we would be happy to conduct a thorough review, though assistance is not guaranteed and is made on a case-by-case basis.
  
  We urge Mr. **** to contact Consumer Affairs and open a case with Consumer Affairs by calling ************** Option 7 with his Vehicle Identification Number (VIN) and current mileage for further assistance.
  
  Thank you.  

• Initial Complaint

  Date:06/15/2025

  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.

  This complaint is regarding INFINITI USAs refusal to provide full coverage (parts and labor) for a headliner defect in my 2018 Infiniti QX30. The defect is a known manufacturer issue and presents a serious safety risk. Despite repeated communications and escalation, INFINITI has not issued a written resolution. I am requesting the BBBs assistance in facilitating a full remedy at no cost to me.

  Business Response

  Date: 06/24/2025

  Thank you for taking the time to contact INFINITI *** and allowing us the opportunity to review Ms. ******* concerns with her 2018 INFINITI QX30. We apologize for any inconvenience this situation may have caused.
  
  A review of our records shows Ms. ***** contacted Consumer Affairs on April 22, 2025, to request financial assistance with the Headliner repair at ****** miles. At this time, INFINITI Consumer Affairs is awaiting a follow up call from Ms. ***** to further discuss this concern.
  
  We encourage Mrs. ***** to contact her Specialist at ************ or INFINITI Consumer Affairs at **************, referencing her case number ******** for further assistance.
  
  Thank you.

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23471970
  
  I am rejecting this response because:

   

  RESPONSE TO BBB Case #******** | Manufacturer Defect 2018 Infiniti QX30

   

  Thank you for the update.

   

  Infinitis response inaccurately suggests that I have failed to follow up, which is demonstrably false. Since April, I have sent multiple written communications through email, submitted photographic documentation, referenced dealership findings, and explicitly requested a written resolution regarding the confirmed manufacturer defect in the headliner of my 2018 Infiniti QX30.

   

  Infiniti Consumer Affairs has repeatedly attempted to redirect this matter to verbal discussions despite my clearly stated preference, and legal right to receive written responses for recordkeeping and transparency. As a customer dealing with a critical safety concern, I expect professionalism and accountability, not evasive tactics.

   

  This is a known adhesive failure unrelated to misuse or wear. The dealership documented it as a critical repair need and estimated the cost at over $5,100. The only offer made was partial coverage of parts with no labor, despite this being a clear manufacturer defect that poses a safety risk while driving.

   

  I respectfully request that BBB encourage Infiniti to provide a full written resolution covering all repair costs (parts and labor) as previously requested.

   

  Sincerely,

  ***** *****
  
  
  

  Business Response

  Date: 07/02/2025

  Thank you for bringing M*.***** * late*t re*pon*e to our attention.
  
  INFINITI carefully con*idered M*. ******* reque*t and reviewed all available fact* pertaining to the *pecific *ituation. A* offered on May 14, 2025, INFINITI would be in a po*ition to cover the part* only related to the Headliner repair. For more information on thi* offer, we encourage Mr*. ***** to contact her Speciali*t at ************ or INFINITI Consumer Affairs at **************, referencing her ca*e number 54273041.
  
  We under*tand M*. ******* reque*t for written re*pon*e; unfortunately, we are unable to di*cu** thi* concern further with her by written corre*pondence and a phone call i* preferred.
  
  Should M*. ***** have any additional que*tion*, once again, *he i* welcome to contact her Speciali*t at ************ or INFINITI Consumer Affairs at **************, referencing her ca*e number 54273041.
  
  Thank you.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23471970
  
  I am rejecting this response because:
  

   

  July 02, 2025-BBB Rebuttal

  Thank you for the follow-up. INFINITIs repeated insistence on conducting this matter by phone despite my clear and consistent request for written communication is disappointing and professionally unacceptable

   

  I have thoroughly documented my concerns in writing, citing consumer protection laws, dealership confirmations, and the hazardous nature of this headliner defect. The refusal to provide a written response to a safety issue suggests a strategic evasion of accountability rather than a commitment to resolution.

   

  The parts-only offer referenced was made on May 14, 2025, and has been formally declined. It fails to recognize that this is a confirmed manufacturer defect involving adhesive failure, not wear and tear or misuse. The dealership itself acknowledged the defect as both highly unusual and not user-induced.

   

  As the issue remains unresolved, I will continue pursuing additional regulatory actions, including with the Georgia Attorney General, FTC, and NHTSA, and I have begun escalating the matter to media and consumer watchdog platforms.

   

  I remain willing to resolve this matter directly and professionally, but not through undocumented verbal calls. I once again request a written resolution from INFINITI confirming full coverage of all repair costs associated with this manufacturer defect.

   

   

  Sincerely,

  ***** *****

  Georgia Resident

  2018 Infiniti QX30

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

  Business Response

  Date: 07/09/2025

  Thank you for bringing M*.***** * late*t re*pon*e to our attention.
  
  We under*tand M*. ******* reque*t for written re*pon*e; unfortunately, we mu*t reiterate that we are unable to di*cu** thi* concern further with her by written corre*pondence and a phone call i* preferred.
  
  Should M*. ***** have any additional que*tion*, once again, *he i* welcome to contact her Speciali*t at ************ or INFINITI Consumer Affairs at **************, referencing her ca*e number ********.

  Customer Answer

  Date: 07/09/2025

  Public Rebuttal to BBB:

  
  

  I am deeply disappointed by INFINITIs continued refusal to provide a written response or assume full responsibility for the repair of a confirmed manufacturer defect that poses a safety risk. All communications requesting professional and documented resolution have been repeatedly ignored or diverted to phone calls, despite clear written requests and full supporting evidence.

  
  

  This case has now been documented with the ********************************, ************************, and *****. I will continue to pursue all appropriate regulatory, consumer protection, and public awareness avenues to ensure accountability.

  
  

  ***** *****