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Business Profile

Car Dealers

Infiniti of Kearny Mesa
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BBB Accredited BusinessA Rated by BBB

Complaints

This profile includes complaints for Infiniti of Kearny Mesa's headquarters and its corporate-owned locations. To view all corporate locations, see

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Infiniti of Kearny Mesa has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:11/17/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 2019 infinti qx60 lease and I had white smoke coming out of the tailpipe at the end of June 2022. I immediately took my vehicle into Infiniti of Kearny Mesa to resolve the issue. At the time I had just under 36k miles so the car should have been covered under the bumper to bumper warranty. They requested all my oil change receipts and I provided them all. They proceeded to deny my claim and used vague excuses. They also told me I need to replace the whole engine for $18,000 on a vehicle I am leasing and that is still covered under a bumper to bumper warranty. I have had to extend my lease for several months trying to get a response from them regarding this issue as their communication was no existent and dragged out for months. I am looking for a new vehicle or an engine replacement as this is a defective car that is still under warranty. I would also like to be reimbursed for the parts of the payments I have had to make while trying to get this figured out as those payments did not go towards my residual balance on the vehicle. I have been in contact with other people that have had this exact issue with the same exact car. This is clearly a design flaw or part failure that should be covered under the warranty.

      Business Response

      Date: 12/21/2022

      The customer's engine warranty was denied by ********************** due to lack of maintenance. The lack of maintenance caused sludge build up.

    Infiniti of Kearny Mesa is BBB Accredited.

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