Infiniti Customer Service Complaints - page 2

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.

Awful customer service in the service department! This is a complete joke from the manager Vince to his new employee Armen. I have been calling over and over nobody returns your calls here. It's very upsetting and frustrating. They both tell me give me a few mins let me see what I can do and don't call back. I'm having a serious problem with my car that comes and goes and supposedly there computer can't read it. After long drives my car tends to lose power and kick when I press the gas. I have explained what was going on and brought my car in 4 times now and there response is nothing is wrong with it. Well if nothing was wrong with it then I wouldn't be coming in to your service department. I am having on going issues with my Q70 car. It's the same problem and this will be my fifth time now of this happening on the highway. I am starting to think ahave a feeling it's my transmission but they say it's not. They keep telling me nothings wrong with it. This is been going on for over 1 year now ! This is dangerous and not normal . Imagine losing power to your car on the Fwy when people are driving at high speeds and your cars RPM wouldn't go past 40 mph . If you try to press on the gas petal u then here the engine over working it's self. You telling me this is normal for a high end luxury car to have this problem? I feel like they are playing games with me on purpose so I can pass the mileage so I'm not in warranty no more! Very very sad and disappointing and disrespectful how I have been treated here. Infiniti of Valencia your biggest loss in this dealership was Jeff leaving ! He NEVER EVER treated his customers this way. He always went above and beyond all expectations. I was actually saddened and surprised to find out he was gone. If the service department manager behaves this way what do u expect from there new employee? !what an absolute joke. This is my 4th Infiniti I have owned and I think this will be my last.I'm so disappointed and upset beyond words! This is unexceptable behavior !

I am leasing the car from Infinity USA. VIN JN1BJ0RR5HM414857. Last week the car started making terrible noises and was hardly moving. I brought the car to Infinity dealership in Brooklyn, NY. They examined the car and stated that the engine was dead and needs to be replaced. They insisted that it was my fault because I put (?!) inappropriate oil in the engine. They requested a receipt from the place where I change the oil, I went there and got the receipt for the last oil change. The oil type happened to be absolutely correct. Then they requested receipts for all changes for the duration of the lease. Obviously I didn't have it. Dealership sent all paperwork to the Headquarters in the state of Tennessee. Today I talked to representative of Headquarters Joanna. She stated that she was a general manager of all Infinity USA. Her statement was very puzzling, she said that decision was made making me at fault and whether it was right or wrong it is final now. Let me state the following:
1.As per lease agreement with Infinity USA I am allowed to have oil changes in any Authorized by Sate shops. Which I was doing every 3000 miles.
2.The car is still under warranty.
3.No "check engine" light (yellow or red) ever came up alarming me about the potential issue. This information can be easily retrieved from the car log.
4.Engine temperature has never gone up.
I understand that because of pandemic all businesses are struggling now. But Infinity USA is very determined to fix their financial situation using dishonest approach.

How about the BOSE radio system issue with the FX35, it is an older model (First Gen) in the best shape you've probably ever seen one in. Bottom line is the radio works when it wants too, the vehicle isn't under warranty anymore but I cant believe this issue isn't being taken care of by Infiniti and BOSE. This should be a recall item and should be honored for the life of the vehicle, I have never in my life bought a vehicle that had radio issues. High end junk is what I'm coming to realize.

Do you people plan on helping your customers reign in this ridiculous issue or will you instruct your GOOD paying customers to go pound sand?

I recently brought my vehicle in for a minor complaint. I had recently had all my fluids changed out by a local garage. The dealer made a list of Critical recommendations based on mileage plan servicing including the replacement of many fluids...brake..steering...etc.Did they check these items before recommendation? I waited 1 hour for them to provide me with their recommendations. They said it woukd take 30 minutes.They also recommended brakes yet by their own measurements which I verified with another shop the brakes were still fine for thousands of miles.
Something is not right from the initial meeting with the service consultant..service repair recommendations and exit.Love the product but I will take my business elsewhere.

I left my car at 12:45 service closes at 4 o'clock p.m. nobody called me back nobody let me know that my car was in service store wasn't done now I'm left on foot not able to get my car until Monday

Apparently my Infiniti M56 has a timing belt recall, unfortunately I was not made aware of this, until my car was services $888.00 later at the Mechanicsburg Infiniti dealership in Pa. Before hand, I spoke to the service guy about the symptoms my car was throwing off, couldn't accelerate in my car without it jolting and jerking violently, BIG SAFETY ISSUE!!!! and (never told the timing belt was recalled and it could be the time belt). Made an appointment to find the issue, dropped the car off and spoke with the service guy again about what was going on (AGAIN never told the timing belt was recalled and it could be the time belt) but was solicited different service and maintenance packages. The services informed me in passing that the timing belt was recalled but I would have to make another appoint to have this address because it would take a week to get the parts in. I asked if this could be the problem and was informed NO. Got a phone call later that day about what could be the problem, with more solicitation, and needed breaks. Was told my transmission needed a program up date and 60,000 mile maintenance, needed new rear brakes and need a new windshield kit because the old was after market.. This was suppose to fix the problem and safety issue. One day later & $888 dollars later my car is sitting because it does not accelerate passed 10 miles/hr and jolts and jerks violently leaving me stranded on the highway. Doing my own consumer research, those are the exact symptoms are the timing belt which has been recalled. Now I feel a though I need to pursue legal action because I was lead astray and was ripped off to a problem that is not fixed yet. I feel as though I cannot trust dealership, I have been lied to and cannot trust their mechanical skill and I am gonna be taken the cleaners to profit themselves. I am a nurse trying to get to work early this morning and was stranded along the road. Nothing has been rectified.

Policy number absolutely horrible customer service 6 days till I get my windshield fixed head appointment to set up for my windshield today 0 response numerous calls to the adjuster no response from Dave Loggins This is the worst Insurance experience in my 48 years I've ever had can someone please call me because everytime I call the numbers they put me through to Dave croghan's who's an incompetent idiot my number thank you

I just purchase a infinti Q37X. Friday 15th. Doing the test drive was nothing wrong with vehicle. I also purchase warrant with vehicle. On that Saturday night the dash board light was blinking off and on and appear not to wrk again on left side of the dash board

So I took back Monday and the service Manger threw out a wolf story by telling me wow push down on gas paddle cause light to go out. Wow what a story to tell a customer who just purchase a vechile to avoid edging not to fix the repairs. Within 2 days. Was avoid to take car back to them to fix the repair. They keep your vehicle from Tuesday until Thursday I call each day left several message no return call back. So when I went up there stated was able to fix the repair would cost a total of $1300.00 I will need to wait for the warranty to kick in to get it fix for me to come out my pocket again of $250.00 after I just purchase and giving $4000.00 as a down payment. Was giving my vehicle back with no knowledge of them the Infiniti was not fix after they found out what needs to be repair.i feel I was taking advantage of and used with my vehicle not fix. Renea

The absolute worse service by any lender I have ever been provided. Lender accepted my payoff on a lease and never posted it to the account . Will not refund my money or send me my title . To top it all off their are charging me interest too even thou they have my payoff!!!!

I go to the service dept at least two or more times a month for the same problem. This happens every month or every other momth. This tells me thst something is not being handle correctly. What ot eho do I talk to to have this solved.

Infiniti is junk and I don't give a Damn how fast they are, I will be replacing my
Engine after only 4 month.s of ownership. Bought from dealership it's a one owner
All service records. I did tune up and two oil changes in 4!months. Burns crazy oil
And what a pain to owe on car and have replace engine.. 04 fx45 will replace engine sell the damn thing get my money back get a jeep or something. I've owned and sold and traded 25 cars . Infiniti is nicest looking piece of crap I have ever owned but as soon as it's fixed its out of here and I will never buy a piece of junk again.
Lu

Highly dissatisfied! We have been trying to establish service in our home where the previous owner had service. It's been two months! We will be looking into a competitor today.

I recently brought my car in for service and was told I had to make an appointment. I said okay and wanted to get an oil change. An hour later my car still hadn't been seevuced. I asked what was going on and I was told to speak to the person that gave me an appointment. I then get an attitude instead of an apolgy. I was told I could come back another time, I didn't have the time I needed it done on this specific day. So I was told in a condescending manner that it would be another 45 minutes. I have never had this type of treatment before and really enjoyed the service here at crossroads but if this is what I will have to deal with at this location, I may need to find another dealer. Having to wait several hours for an oil change and then dealing with someone who clearly doesn't know how to treat customers has really put me behind. I shouldn't have to spend a day at the service department for an oil change. The sad part is that I had to sit in the waiting room, wouldn't that be a clue when I am the only one there, to ask if I am waiting on something?

You can NEVER get through to a REAL Person! I called their customer services dept many diff dates many diff times and ALWAYS get put on INFINITY HOLD!

I took my 08 G37 in clean/ good condition to Southwest Infiniti in Houston to have a diagnostic test run on it due to a hesitation and missing at 40-50 mph. Diagnostic was run and I was told that I needed spark plugs, engine air filters, 120K service, injection flush and decarb. I elected to have mass air sensors and injection flush and decarb performed at Infiniti. After picking up my car which continued to hesitate and miss (I was told it would do so from Jeff Dorman the "Service Advisor" / "High Pressure Salesman") until I got the spark plugs changed, which I did the next day. The car continued to hesitate. Several days later as I was on my way to work at 02:00 in the morning my car just stopped running on me. It would turn over, but not start. I had it towed to a shop as this was Christmas weekend I had to wait several days to be told that I needed a new engine. I was told It had to do with Cam and oil issue. On my vehicle inspection sheet from Infiniti the oil and fluid leaks checked okay. All I was advised I needed was new wiper blades, engine air filer and air condition filter. OIl was fine. On a side note the high pressure service salesman called me days after my service at Infiniti wanted to know if I had my spark plugs changed yet and how much had it cost me, which I refused to tell him as it was such an strange call and none of his business. Upon calling Mr. Fred Gallucci the Executive Manager he was immediately condescending and began lecturing me. He wanted to know why had I not been bringing my car into Infiniti for maintenance. How does he know that I have "ever" had my oil changed, he stated. How does he know that this car repair shop was trust worthy? I had to watch these types of shops. As well, he went down the list of anything I was told I needed on that inspection sheet and chastised me on each one. I would try to bring the conversation back around to the issue at hand which he would not address head on. Long story short he hung up on me. Yes, he hung up on me as toward the end of our conversation as I could no longer take his chastisement I told him I guess I would have to get a lawyer as I am a middle aged woman whose car I rely on to take me 45 minutes one way to work paying my own bills. I have no recourse and can not afford an engine on my own. He reply, "do you know what I do when someone mentions the word lawyer to me"? He continues, "I hang up on them" to which I replied, "your going to have to hang up on me then because I have no alternative" and so he did. My car ran fine before this hesitation and I had my car serviced regularly, before this hesitation, just not at the dealership. I took my car in to have diagnostic testing and it states they checked my oil yet apparently it had not been checked or they would have found the true problem for the hesitation. The shop that my car was towed to has been in our community for 45 years and is well respected. They were and are astounded that Southwest Infiniti has responded this way and/or sent my car out on the road and now refuse to address the problem. Because I can not afford a new engine I have to take this issue into my own hands through media, lawyer and whatever it takes to bring attention to the injustice of this car dealership and it's lack of respect and unprofessionalism from the top to the bottom. I had a car until I brought it in to Southwest Infiniti in Houston and now I am paying to lease and/or rent, which is not in my limited budget. If there is anyone out there who have had these issues with Southwest Infiniti in Houston TX please let me know I would like to speak with you.

Sawgrass infiniti a word of caution. If you are planning on rolling over from one leased vehicle to another with the promise of the dealership picking up your last payment to place you into a new leased vehicle, don't trust their word. It took me over 6 weeks to get them to fulfill their promise, after countless calls to Infiniti financial and calls to Louis, Gabe and Walter Anderson. They repeatedly
lied and dropped the ball. I kept receiving bills from Infiniti long after the dealership told me the matter was resolved. Should not have gotten that kind of treatment. Be very careful and don't take anyone at their word. We all know why car salespeople have the reputation they do! This was NO Different!

I have tried 4 times to reach Infiniti Financial Services, and each time I am on hold for 20 minutes. After 20 minutes, I hang up. I honestly don't want to buy my 3rd Infiniti because of the terrible customer service. I will be looking at Lexus this time around or maybe even Acura. I had a Honda before and there were no issues at all.

I currently lease an Infiniti Q50. It is my third Infiniti in a row, and I have always been pleased with the performance of the automobile. Because of this I am sorry to say that once this lease expires, I WILL NEVER LEASE OR BUY A NISSAN PRODUCT AGAIN.

The reason for this is the terrible service provided by Infiniti Financial Services. I take great pride in always paying all my bills within 3 days of receipt, and have never had any overdue debts or loans. The one exception has been with Infiniti Financial Services, where i have had several months where for whatever reason I did not receive a bill, and the following month received notice that I was overdue. In every instance I immediately repaid the past due amount, as your records will show. This was quite annoying to me, and I tried to prevent this by signing up for automatic payments. However, when I tried to log on to your website I had nothing but problems, and when I tried to call your so-called "customer service" 800 number I was put on hold repeatedly until I no longer had the patience to stay on the line. This is a DISGRACE. Your customer service is horrible. I give up.

I have a 2007 FX35 Infiniti. I bought this car 2nd hand. over a couple of years, the dash developed multiple blusters or bumps all over dashboard. after contacting several repair places for my own personal resolving, I was told to look on internet for a dashboard cover. That is when I found the extended warranty of fixing this faulty materials used for the dashboard. warranty went out February 6 2015. Not being notified by any resources. I contacted Infiniti by phone, by letter and was turned down within 5 min. My opinion is NOT to buy an expense vehicle as an Infiniti for they WILL NOT stand by their cars...........I am very dissatisfied with INFINITI.......

Eight months have passed since l have brought a battery(warranty)to be replaced to Bammarito Infiniti.No reply of any kind. Finally l went to see what's greatest minds of automotive industry has decided after 8 months of tiredness work. The General manager after lengthy conversation basically had told me that there are many variables in why You are as Co. choosing treat your customers like a brainless cattle. I just wanted to get a battery, that l had paid for and You had warranted,not a lecture on extenuating circumstances. Needless to say it's a last lnfininty l would ever buy,and as to Co. polices lnfininty management can learn a whole lot from Walmart.

I purchased this used car from your dealership in Oct 2013. The car had 102k miles when I purchased it.

In Feb 2015 (approx 120k miles) the car had me stranded on the road with a block radiator. I had to spend quite a lot of money towing the car to the dealership and then spend another 1500 dollars or so to get the car repaired. They said they checked everything and replaced the radiators and related components.

Fast forward 4 months later, on Jun 2015, I had over heating issues again. I again had to tow the car to the dealership to be serviced. This time it is a fan that controls radiator or something that would would incur another 700 dollars.

The response I am getting from service specialist is that the car has 125k miles and it is natural for parts to go bad. My assumption when I purchased a premium car like Infiniti was that things would hold together much longer than what is happening in my car. That's the main reason one purchases a premium luxury car like Infniti, for that comfort and reliability. If it is known that infiniti will start breaking apart after 110k miles, I would have purchased another car which would have costed lot less to me, both cost of buying and ongoing services.

I sure feel that the car has some underlying stability and reliability issues for which I am being made to pay for. Infiniti reps have categorically refused to even look at the car saying it is our of warranty. I guess Infiniti doesnt take customers seriously and just want to make more money. Very poor service.

I'm sending this email because I had the worst service since owning my 2005 Q45. The Decatur, GA Nalley Infiniti is usually very good in Customer Service. I have had a few problems with the Gwinnett, GA Infiniti car services in the past, so I solely used the Decatur location.
I was sent an email from Decatur, GA Nalley Infiniti for an oil change. The last day to use the coupon was on the 3 of July. I set an appointment for 08:00 AM, arrived around 07:40 AM to check in. I advised the Service Representative that I needed an oil change and I needed my suspension checked because of squeaking sound. The Service Representative asked if I was going to wait. I told him depending on what size loaner vehicles they had.
As I was waiting in line for a loaner vehicle, I was told that there was no paperwork for me to get a loaner. Which I do not understand, because I informed the Service Representative I needed one. One of the Guys who was working with the loaner vehicles, got my paperwork and said "Oh, he just getting an oil change". I asked him if that was the only thing on my paperwork. He advised me, "Yes". I told him to forget it and I went to the waiting area.
While sitting outside, because no room inside, my Service Representative comes and tells me around 09:10 or 09:15 AM (a good hour and a half later) that I need front and rear struts. I am lost now. I guess I did have something other than oil change on my paperwork. He also told me that my car was ready just needed to come from the Wash. It would take 20 to 25 minutes.
It started to rain, so the few of us that was outside had to leave to come and stand inside. I stood and looked out of the window for another hour and fifteen to thirty minutes waiting on my vehicle that was coming from the Wash. The Service Representative walked by me at least four times, that I counted, and never said anything to me about why it was taking so long.
This was one of the biggest kickers, there was a guy right in front of me getting a loaner vehicle. I saw the same guy return his loaner and picked up his personal vehicle. That just is not right.
Finally, the Service Representative called me to come to his office to pay my bill and get my key. He never said anything about why it took over three hours. Nothing!
There was only a few things I brag about one is the hidden secret that I have in the 2005 Infiniti Q45 and the great service that Infiniti gives to its customers. The last year or two Infiniti services has declined for me, or at least in the Metro Atlanta area. Very, very disappointed!!

Customer service is not what you would expect from a luxury brand auto company, Infiniti motors customer service is horrible and the dealers, well the were very nice when i was making the purchase. Still fighting a month long battle to get my transmission fixed that's under warranty on the most expensive vehicle they sell hopefully i'll get it fixed after reading the reviews about this company i'm sure one day they will be forgotten like the yugo car company.

I do not like how you guys run your service I would like a refund back customer service is very horrible