Infiniti Customer Service

I have purchased four vehicles from Infiniti Sanford and Infiniti Orlando. I recently had experienced a communication concern with the Porter at Infiniti Sanford. When I was shown a loaner vehicle for my use that day, the Porter was covering the stick shift with his clipboard, and when I Told him I could not see as he was covering it, and to please step out, so I could sit in, and then he can instruct me on the use, his response was "wow." I brought this to the attention of the service manager. I thought that something was a miss in our communication and I asked the porter, if he was autistic because I am a teacher and I can recognize the communicative and behavioral signs. Asking him this question was simply a question so that I could understand the way he responded to me which I felt jeopardized my safety, and using the vehicle as well. The Porter went to the general manager of the dealership, Chris Wilson, and complained about me. A couple weeks later I went in to get air in my tires, and I was told by them that they will no longer service my vehicle. I was absolutely stunned by their decision. I was also yelled at by my service advisor at the time, Bob Garcia, for not giving him a good review recently, and that I only quote gave him a 200." This was absurd for me to hear as I have always given good reviews to Bob Garcia and I've also sent him cards in the mail to extend my appreciation to him. I purchased a tire and wheel protection plan warranty in the amount of $700 and now they will not honor this at Infiniti Sanford or Orlando. They are denying me service to my vehicle as well as honoring the contract ! I am a teacher, I am a senior citizen, and I'm being treated this way by a dealership that I bought four vehicles from? I have never raised my voice in the dealership, use profanity, but I have only expressed when I was not satisfied.
Someone needs to be accountable as I should not be put in this position the general manager states to me that even if a customer is not satisfied, they look beyond the disgruntle customer and aim to service them accordingly, please follow up on this and let me know how I can get a refund of my tire and wheel protection plan if they are not going to honor it at Sanford Infiniti because this puts me at a huge Advantage along with they're not honoring to service my vehicle!

I leased a Q60 in July 2019. I opted to purchase a month early through my bank. Infinity gave me to the Penny what was owed to satisfy the balance. I personally brought them to check. I personally signed for every penny that was left owed on this balance, including all them, stupid fees, and a year later I'm getting that I owe them a payment a whole payment I just had to pay $565 from a year ago that was paid in full. The guy even told me I don't need to pay because it would be an overpayment to Infiniti now they put a debt collector on me. I'm beyond furious... I worked way too hard on my credit to have a debt collector send me some thing in the mail. This is absolutely ridiculous and this was supposed to be taken care of I paid so now I'm paying an extra car payment someone need to get a hold of me and deal with us because this is not fair. I can't afford this. I just paid a car payment to my bank and now I had to pay went to stupid Infiniti. I'm sorry I bought this card through you. I'm sorry I leased it. I'm sorry I gave you a penny of my money.

Infinity dealership in Hoover Birmingham ?. Go at your own risk.

Getting calls from infinity so I could give satisfactory reviews. Sorry You are not getting any from me at least.

I got a so called Brand New QX60 2022 was so excited to drive it after the wait of 6 months. Infinity lied and they didn't tell us this model has computer issues. We are still paying for what we signed but driving a Malfunctioning Car. No one is there to help. Sadly.

I don't have a single good thing to say about my QX60 2022. They are charging so much for a piece of crap. That's all I could say. I would rather get a second hand old car and enjoy my ride.

Infinity customer care is of no help. It's just a waste of time and energy.

Hi I have a QX602022 and want to express my frustration about the vehicle and the customer service I got from Infinity was horrible. All I could recommend is never purchase this car. It could be a worse nightmare if it has an issue because the techs would keep telling you that they need a duplicate before they could fix it. After spending 2years of my energy taking my car to dealership and talking to customer care no one has done anything about it. Totally frustrated

We bought a used 2019 Infiniti QX60 with 41,000 miles. We had it serviced from Infiniti, Peoria Az at 43,000 due to white smoke coming from exhaust. Infiniti lied to us saying it was slide in the oil from neglect and to add an additive to oil and change oil a few times. We changed the oil 3 times in fact and never was their sludge in the oil. We have Chevrolet also backing up our claims as we bought the car from them and they did oil change also. Well fast forward to my engine blowing up and a quote of $17k to fix!! Yes $17k!! Every mechanic says Infiniti had lied to us as it was a head gasket that they simply didn't want to fix under warranty. They've also voided our my warranty saying sludge in oil. Now we've had a car sitting at Infiniti for a month in a half as we're not paying for their error. We have Chevrolet helping us and have reported to BBB and are attaining a lawyer. I'm disappointed with the services and want everyone to know how they treat their customers. Hoping the word gets out as I'm sure we're not alone!

I purchased a 2019 QX50 CPO, 23,000 miles only, with extended warranty, from the dealer in Palm Springs, CA. Four months later the fuel pump became defective. Took the car back to the dealer. After several days they figured out the issue, then said the part was back ordered with an estimated 6 weeks. This dealer had no loaner nor offered a rental car; they provided no help but asked me to wait... It took them three weeks to get my car ready. Infiniti offered to reimburse one week of rental, thus shorting me of two weeks. Why ? No explanation was provided. The Infiniti Regional Case Manager provided zero help or understanding solving the case, although it's her job, but excelled in useless apologies and kept repeating the same one line sentence. I found a huge gap between the in-house sales talk and hype and the real after-sales coverage. Lousy and disappointing !

I am submitting a complaint in reference to a R22 recall on my 2016 Q50 Infiniti that was performed on May 16, 2023 at Crossroads Infiniti, Wilmington, NC. The Vin#JN1CV7AP6GM201670. I also had my vehicle serviced for an oil change the same day. Upon completion as I was riding home the check engine light came on. I called Crossroads and informed them that the light was on and they told me to bring it back the next day. I did and was told the light came on after the recall was performed and the technician thought it would reset after the car would be driven. So I said you let me drive home knowing that the engine light was on? Then they asked me for my extended warranty information and that it would cost me 1500 to fix. I said no, I will take my car to Passport Infiniti in Alexandria, VA because they would never let me walk out the door and not be informed of what is going on with my car. This is unacceptable. I did put in a complaint and was contacted by the Vice President of Infiniti of the Americas, but did not receive any resolve. Then Crossroads tried to backdate the paperwork to make it seem as if the check engine light happened before the R22 recall. I am completely appalled and I will never take my vehicle there ever again. Someone must answer me in reference to this check engine light. The light was not on prior to me taking it in to the recall and now it is on constantly. Is there something that Infiniti put out in reference to this recall? Must I get representation in reference to this getting fixed? I would like to get some resolution in reference to this. I have been an Infiniti customer for a very long time and I would like to remain an Infiniti customer. Please advise. Thank you in advance. Rosalind James

I will never buy a infiniti ever again. I was taken advantage of and I would never deal with money hungry dealership again.

Worst experience of my life. Infiniti Nashua New Hampshire was kind enough to lie to me for three months insisting my car was fixed. Fast forward to me filing a complaint with Infiniti Affairs as i believe i have a Lemon for a car. 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? Do yourself a favor and dont purchase an Infiniti, it will save you a huge headache! Infiniti should be ashamed for treating customers in such an uncaring way.

I have a 2021 QX50 with 12,500 miles. So, far they had to replace a part for the passenger chime to go off. Now, the clock won't work. They keep saying they are waiting on the upgrade. Is there really an upgrade coming? Also, sporatically the radio won't come on and it just keeps saying loading. You have to turn off the car, open and close the door and then restart the car. Sometimes, it works and sometimes, well.........

I purchased a 2013 Qx56 infinity in 2015. It stayed at the dealership for the first 3-4 months after buying it because they could never fix the seat belt light or system. Then the air bag went out that was almost $1,000. It has been nothing but down fall after down fall with this car. For the price you would think they would offer better quality . The front seats are coming a loose at the seams. I asked the dealer ship how much to fix them . He said, "$15,000 per seat . '' He said this was one of infinity's biggest customer complaints. I WILL NEVER BUY ANOTHER INFINITY! Someone asked me about the car and what I thought about it??

In April of 2020, I bought a used Infinti QX 50 that had 30,400 miles on it. I was told that they stand behind their cars and that I would be covered by the Infinti Pre-Owned Vehicle warranty. In addition, I purchased an extended warranty.

During the pandemic I wasn't driving much so I didn't notice until early 2022 that the back hatch makes a cracking noise when opened. The dealership informed me that the defect is not covered under the standard warranty but because I have an extended warranty, I could contact the Infinti Consumer Affairs and request a review. They eventually told me that they were "willing to work with me" on fixing it. However, in the end I was asked to pay more than $1400 to fix this defect. I decided I can put up with this problem and save me the money.

A year later, I took my car in for service and told them that the dashboard keeps giving me a warning to check the owner's manual for the headlight system. I was told that for them to check on anything, it would cost a $239 flat fee and that doesn't not guarantee that they will find the problem.

A few days later, my ENTIRE audio visual control board went dark. I took my car in and paid $239 just for them to tell me something I already knew - it's broken!! They told me "Unfortunately, this part is NOT covered by your extended warranty" and "Just the part alone would over $4,000 plus labor" In short, it would cost me over $5,300!

I complained that over $5,000 to fix a dashboard issue was unreasonable. I was told, again, to contact Infinti Consumer Affairs to have them look into it. The case went up to the big boss and the case manager called me back a few days later to say "NO, we can do anything about it."

How does a 2019 car with only 53,000 miles on it have a crapped out electronic panel? Apparently, I am not the only one. What disgusted me is they talked you into buying an useless extended warranty and then told me, "Nope, sorry, your issues are NOT covered. These warranties are written to protect the company, and NOT the consumer.

I had been a fan of Infinti for years and have bought three cars in total from them over the years. I am certain I will never step foot into that dealership nor would I ever buy their cars again.

Extremely unprofessional blatant disregard for common courtesy and extremely offensive and disrespectful

I have no complaints about your fine vehicles. If fact, I think they are mighty fine automobiles. What concerns me is your current television commercial. Those kids screeching away while Mom finds solace in the car. Between CNN and MSNBC the noise you are making is, I believe, harming your objective. Several times every evening? Please, if indeed you can, find me a single soul that would honestly say "I just can't get enough of those kids in the band!".

We had the worst service at 401 Dixie. The car we I leased has had so many problems and every time we go for servicing at Dowmtoen Infiniti, it's alway a new issue. How does a brand new car have so many "issues"

This is our third and last Infiniti.

I scheduled an appointment to have my oil changed on 8/5/21. I stressed m to the appointment scheduler that I needed my car back before 2:30, because that's what time I got off. My car was picked up at 8am. I got a confirmation text that infinity had received my carat 8:24. I called at 11am to check on my car the customer service representative kept telling me that my advisor James was on another line.i called several times after that not to mention that I gave her my work number and she never gave it to him .I called back at 1:15 and was on hold for 45 minutes.James didn't decide he needed to return my call prior to me calling until 12.13 and he didn't call my work number. James never offered me any type of compensation until I told him how unprofessional the situation was handled. Then he only offered to fill my gas up,he didn't even try to compensate me for what I came in for.I'm very angry with the service I received.needless to say I had to wait a whole hour after I got off to get my car.

They were supposed to pick up my car at 11:30. At 1:00 I called the dealership and the service girl said they were still waiting on a car to be returned.

When I asked why did no one call me and let me know so I didn't sit around all morning, I was told they have had a really busy morning and if she said if she is in the office with a costumer, she can't tell them she has to make a phone call.

I took my QX60 for service since the camera to alert you that you are close to an object was not functioning.
After 3 days service told me (Javier) at Coral Gables dealer, they never encountered that problem that you hear the alarm but the camera doesn't show which size of the car is close to an object. I was told the 3rd day that an EXPERT came in and was unable to figure out the problem that he never encountered before. Then I told Javier that I was taking my car home and to let me know when they have a solution so I will take my car in and wait for repair. Today I sent Javier a message requesting an update.
Please help me with this issue.
It sounds like the mechanics are not qualified for the job..

Infiniti of Portland Oregon are crooks! Placed a defective battery in my car, wouldn't honor warranty. Corporate office the same response, we do not stand by our products. Took them to small claims court, won a judgement, still will not pay. Trash company

I am a disappointed customer. When I first saw my Q56 Infinity I fell in love with it. But they sold me a vehicle that is damaged. The truck has generic parts and can't be fixed. I can't past inspection and I either want to trade the truck in, have the truck get fixed, or I'm going to small claims court. You can't even use the warranty because of the generic parts. I'm afraid the truck may catch on fire because of the faulty wiring that they've did when I bought the truck. I can't drive the truck at night and I try not to drive the truck as much as possible. Sometimes I don't have a choice. I don't want to go to small claims court. I wanna keep the truck. But I'm paying almost $500 a month for a truck that is not safe and I can't drive it at night. So can someone please help me?

I took my qx60 to Crest Infiniti (Frisco, TX) for a recall repair earlier this month. When I picked up my car that same day, there was a red tag on the windshield that was covering a large crack in my windshield. I didn't see the crack until I arrived home. I believe the service department cracked the windshield while working on my vehicle, then placed the red service tag over the crack hoping I wouldn't see it. I repeatedly called the service department that night and throughout the week following to try to resolve the issue. The service manager only returned one call and told me to email him pictures of the cracked windshield. I tried to send an email to the address he provided but it never went through. After trying to reach the service manager all week, I finally drove to the dealership and asked to speak to the service manager. His boss ended up looking at my car and telling me the crack was my fault, that a rock had caused the damage. My husband and I explained that we had Ring camera footage on the morning we dropped the car off at the dealership which shows zero cracks in the glass. We then took photos of the windshield as soon as we arrived home from picking up our car from the dealership and there were large curved cracks in the glass which had been covered by a red service tag placed on the vehicle by the service department.

I see a ton of complaints but so far I have had excellent sales and service experience. I purchased a 2023 Infiniti QX60 and and feel it's the best car I have ever owned. Very quiet, nice handling and tons of extra accessories. I guess the technology piece could be an issue for some but technology keeps changing so have someone teach you because it's wonderful. I definitely recommend this vehicle. I purchased through Infiniti of Milwaukee Lupient dealership.

Marvin is the best...service great quality...speedy service

Excellent service.

On Thursday, September 10, 2015, I went to get an oil change and after it was completed, I left to go home. Not even a mile from the JBA my car stalled and there I was stranded. I called JBA Infinite and Tonya(Customer Service Manager) picked up and the first question asked was "What's wrong, Ms. Tabb?" She's phenomenal, (love her) that is how close she pays attention to detail without me saying a word, she knew something wasn't right. I was then transferred to Ken Kuessner, Service manager; and he said," I will be there in 5 minutes". WOW, without hesitation. 5 minutes later, there was Ken (service manager) with Robert (mechanic) pulling in the parking lot behind me and mind you it was very humid out so they tried to assess the problem without complaining about the heat but at that time could not figure out what was going on with my car so I had my car towed back to JBA Infinite. Ken and Robert escorted me back to JBA Infinite and provided me with a loaner car. The problem was assessed the next day and I was told that it was the throttle body and when Ken quoted me a price, OMG, I'm so glad that I was sitting down, LOL. Even though the price was very steep for my pockets, Ken gave me a great deal. So to sum it all up. Words can not express my gratitude for the unselfishness shown from Tonya, Ken and Robert. I THANK YOU, individually and collectively . Your kindness shall never be forgotten !

Gratefully submitted,


Lora Tabb

I went in for a car check up on Saturday 7/25/15, gerald henry assisted me and made my transaction a smooth one. He provided recomndeation that needed fix right away. He explained the car issues in a manner I would understand. Hr took the time to make sure I understood everything. He kept checking back and fourth with me and provided excellent customer service.... This will be my new place to bring in my car for repair. I trust Gerald, and I would defiantly recommend him as the best service agent I've ever encounter.

I own two Infintis -- a 2002 I and a 2006 M. Other than a single battery issue with the I, it has been problem-free. And if you look at the used-car market, there are very few available for good reason. They last forever. Mine has 125,000 miles. Great car.

When people complain about their cars, you can usually track many issues back to the quality of the dealer.

I use Sewell in Dallas. Free loaner cars, a passion for customer satisfaction and all salesmen must have a college degree. This is no normal car dealership.

The one time I did have a battery issue -- I took the I in at 5:15 on Thursday before a long July 4th holiday. They jumped through hoops to install a new battery and washed and vacuumed the car. I was out of there at 5:55 PM. They told me if the could not get it fixed, I could use a loaner for my trip -- 110 miles away to my weekend home.

NOW THAT IS SERVICE!

My M is a dream. Fully loaded and zero maintenance issues.

I have a 2005 Infiniti QX56, I have had it for a while. Whenever I happen to have a problem with the truck, I always go to Pearson Infiniti, in Richmond, VA. There's a man there and his name is Mike; he is great, he always taking what you need and want into consideration. He always want to make sure there was a loaner car there for you if you needed one. He will never just give you quote until the truck has been inspected. I find that to be very refreshing. Everybody seems to want to quote you a price without inspecting the truck. I wish everybody who worked with the public had his attitude.

i was recently helped by a person named elliot regarding my account who had wonderful customer service skills, my car was badly hit on my street while i was at work..and he assured me that things would be taken care of. he made me feel very confident of my insurance,i had to wait ten min., to speak to a rep., and was swearing that after this i was switching companys. but elliots professional and take charge attitude made me feel that maybe my co., wasnt so bad - so thanks to him u have a second chance-u never know really how good your insurance is till u need it.

Great service department at Metro Infiniti

We have owned 8 Infinitis from sedans, to suv's, 2 door and the crossover. We have had very few, if any issues with any of the vehicles. Any we did have while leased were taken care of with no questions. We have always been treated like family while in for service. They are the best car out their for the amenities, power and luxury.