Complaints

This profile includes complaints for Infiniti Of Thousand Oaks/Nissan Of Thousand Oaks's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Infiniti Of Thousand Oaks/Nissan Of Thousand Oaks has 2 locations, listed below.

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  Infiniti Of Thousand Oaks/Nissan Of Thousand Oaks

  3570 Thousand Oaks Blvd. Thousand Oaks, CA 91362

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  Infiniti Of Thousand Oaks/Nissan Of Thousand Oaks

  3570 East Thousand Oaks Blvd Thousand Oaks, CA 91362

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:12/02/2024

  Type:Order 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 October 19th 2024 I turned in a lease for a 2022 vehicle at Infinity of Thousand Oaks in Thousand Oaks California. I sat with the finance manager and sales manager to complete all necessary paperwork to end that lease. They did not submit correct paperwork to their finance department resulting in me being charged for the next month's lease payment for $552. Since then I have spent over 12 hours on the phone being deceived and lied to, no exaggeration, being told repeatedly that the "check is in the mail" and giving me extremely contradicting reasons I have not yet been reimbursed for that over charge. I am powerless in them returning my money.

  Business Response

  Date: 12/02/2024

  There must be some mistake. This complaint is clearly not directed at our dealership. It mentions Infiniti of Thousand Oaks in California. We are Nationwide Infiniti of Timonium in Timonium Maryland. We have no record of this customer. Please close this complaint asap as we have nothing to do with it. 
  Brandon Schaefer 

  Nationwide Infiniti of Timonium 

• Initial Complaint

  Date:07/29/2024

  Type:Billing 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 closed the lease deal for my truck on 11/19/2022 for $.10/mile. I have two witnesses who helped me negotiate this deal and help with the the down payment.
  A few weeks later, the salesperson, and Manager told me I needed to return to the dealership on 11/30/22 in order to sign a second agreement due to an oversight regarding the DMV paperwork. They informed me that the vehicle information was incorrect. The representative then said I would get a free oil change added to my account when I came in since the Nissan team was the cause of the error.?? When they provided the new contract, they showed me the first page to confirm the information matched the vehicle ID. They did not show or mention to me the increase in the excess mileage section or disclose that this portion of the contract would change to $0.25/mile after 10,000 miles. I signed the contract in good faith understanding that only the 1st page had revisions to correct the inaccurate vehicle information provided to the DMV and was told that nothing else had changed. They also did not provide me with a copy of the new agreement.??When I finally returned the truck to the dealership, I was surprised to see that they had charged me $0.25/mile for the overage. I asked them to share exactly what information needed to be corrected to submit to the DMV since this was the reason I was told they needed to sign the second agreement. They never responded to my question and sent me a copy of the signed agreement with the mileage increase. This bait and switch practice is unconscionable. I tried contacting them a number of times via phone and email after I sent the initial letter but have received no response to date. I am now responsible for paying more than $2700+ for excess mileage charges. We spoke with their the dealership’s legal department and was told we needed to resolve this with the dealership since they made the deal.

  Business Response

  Date: 08/07/2024

  Mr G****** leased a Nissan Frontier from our dealership 11/19/22. Due to NMAC (Nissan Motor Acceptance Corp) adjusting their mileage penalties, the previous manager and salesperson who no longer work here, contacted Mr G****** and informed him that because of this error on the contract we needed him to recontract. He then recontracted 11/30/22. I was the finance manager at both meetings when he originally signed the lease agreement and the re-contracted agreement. There was no error in DMV fees or paperwork as you can see from the original paper contract and digital contract. The error was just of the excess mileage fee which is not on page 1 of the contract Mr G****** is stating. The excess mileage fee is shown in subsection 6 of both contracts. It is not a practice of ours and has never been to negotiate excess mileage fees as Mr G****** is also claiming, for we the dealership, do not control those changes. Mr G****** and I spoke over the phone regarding the error and that there was no file of any dmv error as he is stating, therefore, I could not share what dmv error he was referring to as to the reason we needed to recontract per Mr G******. Attached are both copies of the contract Mr G****** signed and the acknowledgement stating he understood the contract signed on 11/19/22 would be canceled and the new lease contract signed 11/30/22 would take immediate effect and be the contract sent to the bank.