Complaints

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:04/24/2025

  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.

  George Harte Infiniti continues to send billing statements for a charge I successfully disputed and won through my credit card issuer. Despite formally notifying the dealership via certified mail that the debt is invalid, they continue to pursue me for $593.10.
  
  In late 2024, I brought my 2015 Infiniti **** to George Harte Infiniti for an airbag warning light. They charged me thousands for parts and labor, which failed to resolve the issue. After multiple failed repairs, they claimed rodent damage as the cause—an assertion disproven by ********* Infiniti, who confirmed no rodent damage existed.
  
  Based on this false claim and lack of resolution, I filed chargebacks with my credit card company. After a full investigation, I won the disputes due to lack of documentation and supporting evidence from another certified Infiniti dealer.
  
  Despite this, I have received multiple billing statements from George Harte Infiniti attempting to re-collect the same charges. I sent a certified dispute letter on February 13, 2025, requesting they cease all collection attempts. Yet on March 31, 2025, I received another bill.
  
  I am requesting that George Harte Infiniti:
  
  Acknowledge that the charges were resolved through the credit card dispute process.
  
  Cease further attempts to bill or collect payment.
  
  Confirm in writing that my account is closed and no balance is owed.
  
  Reimburse me $750 for 5 hours of professional time spent addressing this. My time is valued at $150/hour. This includes calls, correspondence, follow-ups, and dispute handling resulting from their mishandling of this issue.
  
  If billing continues or is escalated, I will file complaints with the *********** ********** ** ******** *********** the ***, and seek legal action if necessary.

  Business Response

  Date: 05/07/2025

  Mr. ******* came into the dealership with an airbag light
  on.  Due to the complexity of airbag related issues, we started our
  diagnostic process by recommending replacement of the seat belt lap tensioner
  which is the advised protocol based on ESM guidelines and Infiniti tech-line
  support. 
  
  We informed Mr. ******* that we were starting our repair
  here, but that there could be three potential remedies depending on what we
  find. Mr. ******* approved the seat belt lap tensioner repair.  Upon
  completion, the light was still on.
  
  We proceeded to the next ESM recommended repair, which was
  to replace the driver airbag unit.  Mr. ******* again approved this repair
  fully aware that this may not be the ultimate cause of the issue. 
  Unfortunately, following this repair, the air bag light was still illuminated.
  
  At this point, Mr. ******* asked us to perform a deeper dive
  which involved us clearing his vehicle, removing the seat and carpet to trace
  the wiring harness to the root.  As we did this, we found significant
  damage to the wiring harness from what appeared to be rodents.
  
  Following this information, Mr. ******* asked for all his
  money back, even after approving the work each step of the way.
  
  While the credit card company approved his dispute, we do
  not agree.  Our technicians worked many hours to get to the bottom of his
  concern.  This was not a visual inspection, but a deep dive that took
  technician time and effort.  Mr. ******* was kept informed of all work and
  approved it along the way.
  
  We feel that we are owed the money for work performed.

  Sincerely,

  Harte Auto Group

  Customer Answer

  Date: 05/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Dear BBB and Harte Auto Group,
  
  I am writing in response to the dealership's statement regarding my complaint.
  
  While it is true that I approved the initial diagnostic steps, based on the dealership’s guidance, the repair process ultimately failed to resolve the issue. After spending several thousand dollars, the airbag light remained on, and the dealership refused to refund any part of the charges, despite the repairs being ineffective.
  
  The most concerning point is their claim of “rodent damage,” which was presented only after all recommended part replacements failed. This became their final justification for refusing to refund any of the work. I then took my vehicle to ********* Infiniti, another certified Infiniti dealership, for a second opinion. Their written diagnosis clearly states:
  
  “Checked wire harness. Harness is fine and did not get damaged due to mice.”
  
  This directly contradicts George Harte Infiniti’s final explanation and significantly undermines the dealership’s justification for the charges. That diagnosis was a key factor in my successful credit card dispute.
  
  The dealership’s response: “While the credit card company approved his dispute, we do not agree”, is especially troubling. It implies that they are intentionally dismissing an official third-party resolution under the **** ****** ******* *** ******* ** **** **** ****** *************************************************. The credit card issuer reviewed documentation from both sides and ruled in my favor based on insufficient evidence from the dealership and contradictory evidence from another Infiniti dealer.
  
  Despite this formal resolution, I continued to receive billing statements, including one dated March 31, 2025, for $593.10. I had already sent a certified dispute letter on February 13, 2025, requesting that all collection activity cease. These continued billing attempts are not only inappropriate, they may constitute harassment.
  
  Under the ****, consumers are protected from re-billing for disputes resolved in their favor. Further, continued attempts to collect on a resolved charge may violate state consumer protection laws including the *********** ****** ***** ********* *** *******, and, if escalated to third-party collections, the **** **** ********** ********* *** *******.
  
  Requested Resolution:
  I request that George Harte Infiniti:
  
  Acknowledge that the charges were resolved through the credit card dispute process.
  
  Cease all billing and collection attempts immediately.
  
  Confirm in writing that no balance is owed and that my account is closed.
  
  Reimburse me $900 for the 6 hours of time spent addressing this issue, including correspondence, dispute filing, phone calls, and follow-up caused solely by George Harte Infiniti’s mishandling of the matter.
  
  If billing continues or this issue is escalated through legal channels, I will not only defend myself, but I will also seek appropriate damages for the time, stress, and costs I have incurred as a result of George Harte Infiniti’s continued efforts to collect on an invalid and already-resolved charge.
  
  Sincerely,
  ****** ******* 

  Business Response

  Date: 05/09/2025

  We were clear with Mr. ******* from the beginning that any
  diagnosis of his air bag light issue would be complex.  We received his approval during each step of the
  process.  We kept him informed of our
  findings.  We did the work and feel that
  we are entitled to compensation for it.
  
  Wiring harness diagnostics are not simple as it flows
  through the vehicle.  We found what appeared
  to be “chewing” on the wires which is why we assumed rodent damage.  Looking through the notes from the other
  Infiniti dealership, it doesn’t appear that they did a very thorough
  examination of the vehicle given they recommended a tensioner which was already
  replaced by us and had a warrantee that should have covered that repair had the
  part been faulty.
  
  We are happy to have him bring the vehicle back in so we can
  show him visually where the damage is should he wish to move forward with the
  correct repair. 
  
  Our charge for work performed stands as our technicians took
  time and energy to get to the bottom of his concerns. 

  Customer Answer

  Date: 05/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I appreciate George Harte Infiniti’s reply, but their latest statement only reinforces the basis for my complaint.
  
  1. They admit their rodent damage claim was speculative

  They state they “assumed rodent damage” based on what “appeared” to be chewing. That’s a critical admission, they never confirmed the cause yet used this assumption to justify charging me after multiple failed repairs.

  A certified Infiniti dealership, ********* Infiniti, inspected the vehicle and stated in writing:
  “Checked wire harness. Harness is fine and did not get damaged due to mice.”

  This directly contradicts George Harte Infiniti’s explanation and undermines their justification for the charges.
  
  2. They are defying a formal credit card dispute ruling
  Despite losing a chargeback following review by my credit card issuer, the dealership continues to insist I “owe” them money. Their written statement that they “do not agree” with the dispute resolution is a clear refusal to accept an independent, third-party financial review.
  
  3. They continue billing me after formal notice
  On February 13, 2025, I sent a certified dispute letter instructing them to cease collection attempts. Yet they sent me another billing statement on March 31, 2025.
  
  4. I will not return to the dealership
  I will not be returning to view “the damage,” as they’ve suggested. I have already obtained a second opinion from a certified Infiniti dealership, and I have no confidence in George Harte Infiniti’s diagnosis or business practices at this point.
  
  Final Resolution & Next Steps:
  At this point, I consider this matter concluded through the BBB process. Since the dealership continues to pursue a charge that:
  - Was based on an unconfirmed and disproven diagnosis
  - Was already reversed via formal chargeback
  - Has been repeatedly disputed through certified correspondence
  - Is still being billed after formal dispute and BBB escalation
  

  I will be filing suit in *********** ******** ***** under the *********** ****** ***** ********* *** ******* and will seek:
  - Full reimbursement of the disputed charges
  - Compensation for time spent responding to the issue
  - Punitive and treble damages as allowed under law
  - Legal costs and injunctive relief to prevent further billing
  

  Thank you for documenting this process.

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

• Initial Complaint

  Date:03/24/2025

  Type:Sales and Advertising 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.

  ******* and I financed a 2019 *** in January. My husband and I called and texted. Salesman ******* texted and called to ask if the car had a personal loan. He learned the app still showed the car as unpaid. ******* said they didn't have to pay the loan because of their clean title. Before we heard the vehicle was unpaid, our transaction was incomplete. I was informed of an investigation and updates. I didn't know my husband gave the dealership the car title. As of March 18, 2025, this dealership has not contacted me, and my credit report shows the vehicle as delinquent. I failed to fix this without these measures. Many times, I've tried to fix this. I spoke with Igor at 9:33 AM and 12:03 PM on January 8, 2025. I spoke with the sales manager at 5:45 PM January 9, 2025. I spoke with another representative at 3:52 PM on February 3, 2025. When I asked about their investigation at 8:17 AM on February 11, Igor's voicemail came up. No update on February 26. The last calls before filing this complaint were 1:28, 2:07, 2:36, and 3:14 PM on March 19. Igor claimed I signed the title, but I wasn't there when the dealership received it or when my husband gave it to someone. I showed him proof I worked during this time. ******* signed the title my husband gave him. At the ************ ** Infiniti Dealership, someone forged my signature while I was away. Five days after buying the car, I was told I had to return it because I couldn't pay two car notes, especially for a traded-in vehicle. Sales manager Igor said the car was non-refundable. Trying to move up the chain. However, the sales manager insists this is not the dealership's issue. The conveyance fee sheet requires the dealership to "file and release security liens on purchased and traded vehicles as contractually mandated by lending institutions." Not done. Since the car was exchanged, the former finance company told me to report it to the police. The new car purchase was unfinished.

  Business Response

  Date: 03/30/2025

  *** ***** took delivery of her
  new vehicle on January 3, 2025.  As part
  of the transaction, she agreed to trade in her 2015 Infiniti *** for which we
  gave her $2000 to be used as a down payment. 
  She provided us with both title and notification of lien release at time
  of delivery (see attached items).
  
  Subsequently, she informed us
  that she had a private loan on her trade; a fact that was never revealed at any
  point during the transaction and demanded that we pay it off.  Since the deal was already completed and the vehicle
  delivered, we told her that this personal loan would need to be her responsibility
  to resolve.  Had she presented us with
  the personal loan information any time during the negotiation/fact finding we
  certainly would have accommodated the added expenses in structuring the deal. 
  
  While we are certainly sorry that
  *** ***** has this personal loan to resolve, it was never brought to our
  attention at any time and therefore we cannot be held accountable for paying it
  off.  *** ***** was fully present at
  delivery and signed all applicable paperwork. 
  
  I have attached a copy of the
  deal for your review.
  
  Feel free to contact me should
  you require any additional information.

  Sincerely,

  Erin T*******

  Customer Answer

  Date: 03/31/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because a critical oversight occurred during the sale of the ****, as I, ******** ***** did not present a title to the vehicle, nor did I sign a title to give to George Harte Infiniti of ***********, raising concerns about the legitimacy of the transaction. Furthermore, I was not present when my credit was pulled, nor was I privy to the discussion regarding the lien on the 2015 ***, which is a glaring omission considering the significance of these events. In fact, I have concrete evidence, that confirms I was at work during these times, thereby rendering it impossible for me to have participated in these crucial conversations. Conversely, my husband was present and explicitly informed the salesperson, *******, about the existing lien on the vehicle from ****, which underscores the sales team's awareness of this critical information. Moreover, I have never engaged in a conversation with Erin, nor did anyone in the chain of command attempt to contact me before filing a complaint, which suggests a lack of due diligence and a failure to adhere to proper protocols. This series of events highlights a disturbing pattern of neglect and miscommunication, which warrants a thorough investigation to rectify the situation and prevent similar incidents in the future.
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 04/11/2025

  As
  previously stated, *** ***** took delivery of her new vehicle on 1/3/25.  The paperwork we provided in our earlier correspondence
  clearly outlines the parameters of what was agreed to. At no time was a second,
  private loan discussed nor was it ever indicated in any of the paperwork that
  was signed at time of delivery. The deal simply stipulated that we would
  provide $2,000 as a down payment based on trade value.  Had any discussions been entered into
  regarding any other outstanding loans, it would have been outlined in the
  delivery deal paperwork that was signed prior to the *****’s taking delivery. 
  
  While we are
  certainly sorry that *** ***** has this personal loan to resolve, it was never
  brought to our attention at any time, nor was it listed on any signed deal
  paperwork or we-owes. Had this loan been brought to our attention, as *** *****
  contends, it would be expected that this issue would have been challenged prior
  to signing paperwork and taking ownership of the vehicle; which it was not.
  
  Feel free to
  contact me should you require any additional information.

  Sincerely,

  Erin T*******

• Initial Complaint

  Date:11/18/2024

  Type:Product 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.

  We visited George Harte Infiniti to look for a new car at the end of Sept 2024. The experience with this car dealer was horrible. We were cheated and trapped on multiple issues. At the end, we decided to not buy anything from them. However, George Harte Infiniti gave us a very hard time on refunding our deposit ($500) when it's 100% refundable. Two months has passed and we have received nothing.
  In our first couple of visits, we talked with salesman. After nailing down the model, the salesman gave us promotion information in writing which we accepted. When talking with his manager Leland, we got a totally different promotion numbers which request us to pay $3000 more. Leland said the info the salesman gave was wrong. We accepted the higher price and paid the deposit. After I got my documents (required to get the promotion) ready, I received a text message from the salesman saying Leland gave us the wrong info; we can't have the promotion. We negotiated with Leland again and was told we can ignore the salesman's message. Several days later, the salesman texted us saying the car arrived at GH Infiniti; we could go over to pay rest of the money and process the paperwork. However, when called to their front desk to make an appointment, we were told they had no car for us. Since being cheated and trapped so many times, we decide not to buy anything from them. They gave us a very hard time for our deposit refund. Leland first said we needed to go to their office again to get the refund. I asked him to show me this policy document. He said he had no document and we needed to provide our credit card detail including security code to get a refund. Since we no longer trusted Leland and GH Infiniti, we refused to give card info and asked their financial department to call us directly to give us a check or simply cancel the transaction of our deposit payment. It has been 2 months, no one from their finance called us nor responses to our calls/messages.

  Business Response

  Date: 11/22/2024

  Good Afternoon,

  We need the credit card information to process the refund.  Please have *** **** reach out to our General Manager, Igor Z******, at the dealership to assist.

  Thank you,

  Erin T*******, Harte Auto Group

  Customer Answer

  Date: 12/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The business asked me to reach out their general manager Igor Z****** to resolve this issue. However, they never provided me any contact info of this person. I have tried the business general line, but no one can help me reach Igor Z******. Please have the business provide his direct contact info.
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 12/04/2024

  Igor Z****** attempted to contact *** **** earlier today and left a voicemail.  His direct extension is *****. 

   

  Thank you,

  Erin T*******

  Customer Answer

  Date: 12/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I called back the George Harte Infiniti office with the extension -***** which provided by the business. However, there is no option for me to put in phone extensions. It only has options to Sales, Repair, Collision and Administration. I selected Admin but only reached a lady’s voicemail. Therefore, I have to reach out to the general line again and leave the operator my name & phone number. Hope the GM will call me back. 
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 12/13/2024

  This refund has been processed.

  Thank you- Have a great weekend.

  Erin T*******

• Initial Complaint

  Date:03/17/2023

  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 went into Infiniti for a simple diagnostic. The diagnostic came back which I allowed them to fix it. They said it would take 24-48 hrs. I get my car back a week later no update, no call, nothing. Finally, my car rolled in, it was not washed or vacuumed which is complementary. I get home shut my car off start it back up and I hear a noise under my car. I scheduled a follow-up with the service manager. I come in 3 days later. As I arrive I’m greeted by the same staff that I would assume was not trained in cultural diversity. I asked to speak to the manager who had requested I return the car. Never had a ****** to meet him. Not only did the service manager walk by me several times as I waited in the lobby but not one time did he stop to greet me. They ran another diagnostic check and 3 days later 4 new things pop up. There is a possibility that the original diagnostic (3 days prior) was faulty but the odds of that are less likely than potential tempering. Maybe it’s not a culture thing maybe it was something else but what I will say is my car came back with 4 new problems after the original diagnostic just 3 days prior. When I asked how was possible if one diagnostic was done and nothing popped up. The explanation that I received was “hey it’s pretty ironic”. 1,000 for the original fix and over 3,000 for the new fix. Let us recap. I dropped my car off at Infiniti on 2/24 for a diagnostic check. They gave me a copy of the diagnostic which they told me was the value cover gasket and radiator leak/flush. They informed me that it would take 1-2 days for the job to be completed, and I obliged. I received my car back on 3/7 unwashed, loud, and not running the same. I called on 3/9 and informed them that I wanted them to recheck it to which I stated that "I only wanted to deal with the managers." We schedule for 3/16. The same diagnostic test was run and 5 new codes reveals themselves totaling in over $3000 in parts and maintenance.
  I have both service reports

  Business Response

  Date: 03/20/2023

  Mr. ******* brought his 2015 Infiniti *** with 80k miles
  into George Harte Infiniti on February 24, 2023 stating that vehicle heat and
  a/c was inoperable when the vehicle was idle.  Our technicians verified his concern; finding the a/c to be over-charged
  and a coolant leak coming from the heater house coupler.  We also found the wrong coolant in the vehicle.  We removed and replaced the heater house
  coupler and bled the system with new coolant.  This was covered under Mr.  ********* extended warranty so there was no charge to him for this
  service.
  
  During our inspection we also found valve covers to be
  leaking from the value cover seals and tube seals.  We removed and replaced both valve cover
  gaskets and tube seals.  This repair was
  also covered under his warranty and was performed at no cost.
  
  In addition to the seal leaking, our inspection uncovered
  an exhaust leak.  We also recommended a coolant
  flush and an oil/fuel additive service as regular maintenance.  Mr. ******* declined these repairs.
  
  Mr. ******* had a key fob
  reprogrammed during this visit as well.
  
  Due to parts availability,
  this repair did take a few extra days to complete.  Mr. ******* picked up his vehicle on March 7,
  2023.
  
  Mr. ******* returned to
  the dealership on March 16, 2023 with the following concerns:
  
  -Vehicle is running “rough”
  -Abnormal noise heard with heat or a/c on inside vehicle while idling
  -Trunk not opening correctly
  -Check engine light on
  
  Our technician road tested his vehicle and could not
  replicate his concerns regarding a “rough” ride or abnormal noise pertaining to
  heat and a/c.  We did, however, find tire
  noise and an exhaust leak present.  Mr. *******
  declined any further repair of those concerns.
  
  We also found that his trunk was not functioning properly
  due to a valet switch being activated.  We changed the position of that button and verified it was functioning
  as designed.
  
  With regards to his check engine light, we ran
  diagnostics and found multiple codes present including P0420, P0430 & P1220
  indicating issues with bank 1 and 2 catalytic converters. Mr. ******* declined
  repair of these concerns.
  
  Mr. ******* was not charged for any diagnosis during this
  visit. 
  
  It is important to note that during his visit in
  February, there was no indication of a check engine light issue; therefore we
  would have had no reason to run a check engine diag.  The catalytic converter codes were not
  documented during his visit in February because no complaint pertaining to
  engine concerns was brought to our attention.
  
  We strive to provide a totally exceptional
  experience.  We are sincerely sorry that our
  service manager was unable to meet with Mr.  ******* during his last visit.  Mr. ***** had planned to sit and discuss these issues with him, however,
  the dealership had been broken into the evening before resulting in fairly substantial
  loss and damage.  Mr. ***** was
  unfortunately tied up with detectives and trying to ascertain damage and repair
  plans.  We are sorry for any perceived
  slight, none was intended.

  
  We remain happy to sit with Mr. ******* to discuss his
  concerns.

  Sincerely,

  Erin T*******

  Harte Auto Group

  Customer Answer

  Date: 03/22/2023

  
  
  Complaint: ********

   

  While I do appreciate the prompt responsiveness there are errors that I must correct. When I brought my car in Feb. I indicated to my specialist that my car had an indication prompt that read check for maintenance which I assumed need to be diagnostically checked. Which I asked the Rep to do along with key fob and a/c. The rep came back to me and informed me that diagnostic was done and it be covered by my forever car warranty. Which we both are on a recorded line asking if this diagnostic would be covered. My warranty rep informed me that they were charged 200+ for the diagnostic and that if I did not comply to the services offered by Infiniti then I would have to pay for the diagnostic myself. It was never a check engine light it was check maintenance. I have since called my warranty company and asked were they charged for the diagnostic and they say they were. I came in specifically requesting a diagnostic check. I want to make this clear as well, my car was never running load nor was there any other problems then what I requested to be done i.e a/c, key fob and just a simple reading of check maintenance. My check engine light has since come on and car has not been running the same. What about the complimentary vacuum and wash? let me guess something else that you guys are going to apologize for. I came in expecting quality assurance in service and my car came back worse then how I left it. and dont get me started on the customer service. The contact number for my warranty agency is ###-###-####. If you are saying I never request or inquired about a diagnostic check I am on a record line and well as your rep (infinti).       

   

  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 03/23/2023

  Mr. ******* came into the dealership in February asking
  the dealership to check and advise regarding his heat & a/c functioning.  We performed our diagnostic based on the
  conditions he represented.  We did perform
  a visual multi-point inspection which yielded additional concerns that we
  shared with Mr. *******.  We were not
  informed of any engine concerns and there were no illuminated engine lights
  present, therefore we did not run an engine diagnostic.   
  
  It should be noted that there are many different
  diagnostics that can be performed on a vehicle.  Service technicians complete the diagnostic that is relevant to the
  issue presented.  Just as a doctor
  wouldn’t necessarily order an MRI for a laceration that needed stitches, our
  technicians address the complaint presented at drop off.
  
  During our complimentary visual inspection, we uncovered valve
  covers leaking oil, a coolant leak and an exhaust leak.  Leaks of any kind are common in higher
  mileage vehicles and when left untended can promote additional issues down the
  line.  Exhaust leaks in particular become
  very loud and problematic when not addressed.  Mr. ******* declined repair of the exhaust leak during this visit.
  
  
  When Mr. ******* returned in March, his check engine
  light was illuminated, which is what prompted us to perform an engine
  diagnostic.  Many of the concerns he
  presented during this visit could not be replicated by our technicians.  This included his vehicle running  ”roughly” and the abnormal noise inside
  vehicle while idling.  His trunk concerns
  were related to a valet switch. 
  
  We did find tire noise and the exhaust leak still
  present.
  
  The check engine light codes we pulled were in relation
  to Mr. ********* catalytic converters.  Again,
  higher mileage vehicles do begin to have issues as they age.  These issues were certainly not created by
  the dealership; they are simply due to over 80k miles of driving.
  
  We apologize again for not being able to sit with Mr.
  ******* and discuss this specific concerns.  We remain happy to schedule a time at his earliest convenience to go
  over any questions that he might have.

  Sincerely,

  Erin T*******

  Customer Answer

  Date: 03/23/2023

  
  
  Complaint: ********
  
  
  

  If the “visual diagnostic” is complementary what was a diagnostic fee of 200+ charged for? You guys also say that car washes and vacuum are also complimentary but did that happen? And again I came in specifically asked the rep for a diagnostic because my vechicle had indicated that maintenance service was needed. No my check engine light was no on at all. But since my vehicle has returned has turned on. You guys also said that this job would take 24-48hrs. I received my car back in a week. If the visual check is indeed complimentary and you are stating a diagnostic was not conducted for my vehicle why was there a charge for one? 

   

  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 03/23/2023

  As previously stated, Mr. ******* brought his 2015
  Infiniti *** with 80k miles into George Harte Infiniti on February 24, 2023
  stating that vehicle heat and a/c was inoperable when the vehicle was idle.  This was the concern that we diagnosed.  This was the concern that our diagnostic
  charge covered. During the diagnosis, our technicians were able to verify and
  repair the issue.  This was covered under
  Mr.  ********* extended warrantee so
  there was no charge to him for this service.
  
  We offer a complimentary multi-point inspection.  This inspection yielded the additional issues
  outlined in our prior responses.
  
  His vehicle’s check engine light was not on during this
  visit and our staff had no reason to perform any additional diag pertaining to
  engine concerns at that time.
  
  When he returned to the dealership with the check engine
  light illuminated, we then performed additional diagnostics pertaining to that
  new concern.  The codes pulled for his catalytic
  converter were not related to his heat a/c issue.
  
  I hope this helps to clarify.

  Sincerely,

  Erin T*******

• Initial Complaint

  Date:10/04/2022

  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.

  On 10/20/21, I brought my car to Infiniti in ************ ** to buyout my lease and have the dealership perform the end of lease inspection. Upon inspection, it was noted that there was sludge build-up in the engine. I was told it was ok and to keep servicing my vehicle regularly. I was never told by anyone in the dealership that this was an issue that needed to be addressed or what the possible outcome could be. The bank processing the buyout, sent the check to an old Infiniti location in New Jersey. I was told by Infiniti in Wallingford that I would need to drive to NJ to finalize the lease buyout, over 2 hours away. I was not told by anyone in this dealership that I could cancel the lease buyout through the bank and could instead process through them. Less than a year later, I am now facing a double turbo and engine replacement (I was quoted around $15,000 for used parts, $25,000 for new by Infiniti in ********** **). No one will fix my car and this all could have been avoided had I been told this was an issue that needed to be addressed when I brought my car in to George Harte Infiniti. I have been without a car for 3 months and have opened multiple complaints with various companies. I was advised to file a complaint with BBB against the dealership by ****** ******** *********.

  Business Response

  Date: 10/05/2022

  Ms. ******* brought her vehicle
  into George Harte Infiniti for an inspection to buy out her lease. We performed
  the inspection and noted on her paperwork two items for her
  consideration:  passenger front seat buckle gets stuck and some sludge
  inside the motor. 
  
  We performed the lease buyout
  inspection of her vehicle as requested.  We alerted her to issues pertaining
  to seatbelt and engine sludge. She did not request that we complete any further
  repairs and since this was her vehicle that she was buying out (not one that we
  had for sale) we did not perform any further work. 
  
  While we are certainly sorry
  that Ms. ******* is having issues now with her vehicle, George Harte Infiniti
  did what was requested and documented for her concerns we found.  Sludge
  buildup is typically due to a lack of recommended maintenance.  We are not
  her servicing dealership and do not take responsibility for recommended
  services that were not completed throughout her time of ownership.  We
  were simply the dealership that performed her lease buy out inspection. 
  
  In addition, we were not the
  selling dealer of this vehicle.  We did
  not facilitate any lease buyout paperwork either.  We simply performed the lease buy out
  inspection as requested.
  
  Attached please find the repair
  order indicating our findings of the inspection.

  Feel free to reach out with any questions or concerns.

   

  Erin T*******

  Harte Auto Group