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Business Profile

New Car Dealers

Infiniti of Clearwater

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:12/11/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 purchased a ***** Silverado from Infiniti of Clearwater in October 2023 and purchased GAP. In September of this year, 2024, I traded the vehicle in. After the trade I called Infiniti of Clearwater to cancel my GAP and get a refund. After many attempts to get someone on the phone I finally spoke to **** ***** who assured me he would take care of the issue. He needed a paper showing pay off and the odometer reading, which I emailed to him that same day. On 10/28/24 he sent me another email asking me to complete the cancellation request form, which I did the same day as well and emailed it back to him. After several emails and multiple attempts to reach him or someone who could resolve this at the dealership I still have not received my GAP refund. Every time I call Im told someone will call me back and NO ONE has returned my call or **** has not answered my emails. I would like this issue resolved and my refund I am owed returned to me. I have bought and traded many cars and I have NEVER had this issue.

    Business Response

    Date: 01/08/2025

    We apologize for the delay in regards to the *** cancellation refund.  We always advise it takes somewhere between 6-8 weeks for the *** insurance provider to provide the refunds back to the client.  In this instance, the signed cancellation form was received on 10/28/24.  The refund was received on 12/10/24, and the check was mailed to the client (copy attached).  We have reviewed our internal call log and show 3 phone calls over the course of the time from cancellation to refund being issued and all would appear to have been answered and addressed any questions regarding the timeline for cancellation.  That being said, we apologize for any frustration with the cancellation and the length of time it took for the refund to be issued.  We would absolutely speed the timeline up if possible.  

    Customer Answer

    Date: 01/09/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
    The statements about returning my calls and only 3 calls is VERY inaccurate, but they sent my money the day you contacted them coincidentally, so I am happy with the outcome. Thank you. 
    Sincerely,

    ****** *******

  • Initial Complaint

    Date:11/18/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 payed off my infinity QX60 after 10 months of owning it. After which I called the dealer and requested the proper forms to cancel and request a refund for my gap insurance. I filled them out with my husband whos been handling most of this because he understands it better then I do. And we submitted the form August 5 2024 And every time we call we keep getting told a different answer. First we were told it will **** * to 8 weeks for the refund to arrive. Then we were told it would be released on October 18. Then I call a few weeks later and they tell me yea its cancelled but that they are waiting on The check from safe guard so they can issue me a check.And that they dont know when that will be. Its been 3 month and 10 days since I cancelled. And nothing still.

    Customer Answer

    Date: 12/02/2024

     
    Better Business Bureau:

    Hello. They have responded and sent my money thanks. 

    Sincerely,

    ******* **********

  • Initial Complaint

    Date:10/17/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Yes I took my car to infiniti of Clearwater,I told them it was my battery they told me it was my starter. So I told them to fix it,but 2 days later it's doing the same thing,now they tell me it's the battery after I spend $995.00 dollars for nothing. Then the Service Manager *** ****** tell me didn't know one tell me to get the service done. How unprofessional is that. Didn't provide his business card. Why would they take of advantage of a woman and we just when through a disaster with a hurricane. It's not fair how they treat they customers, if it was under warranty it would have been a different outcome. Please help me get this message out there so people can be aware of what is going on.

  • Initial Complaint

    Date:07/18/2024

    Type:Service or Repair 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.
    On May the 2nd 2014 I took my car to Infinity dealership in Clearwater ******* on US 19 I explained to know what the problem was and Mr **************** he's service advisor I explained to him with dealers might be my radiator thermostat 102 got it the motor running hot because nobody ain't going into the motor so I start driving I drove it to the store and come back it was steaming I just asked him to do the job and it refused to do it and I'll pay them all that money thank you have a nice day

    Business Response

    Date: 07/19/2024

    Infiniti of Clearwater performed a radiator replacement on 5/20/24.  At that time the vehicle in question was 11 years old and had over ******* miles.   The radiator replacement was subjected to our standard pressure test, to verify there were no leaks present and the system operated as intended.  That replacement comes with a 12 month ****** mile warranty.  On July 10th, *********************** called in about concerns with the vehicle overheating.  That call was returned 10 minutes later, unfortunately *********************** did not answer.  A voicemail was left with ************************* explaining that the radiator replacement came with the warranty and if it was the radiator that had failed it would be covered.  Additionally our advisor explained that based on our experience and the vehicles age as well as miles the issues he was experiencing could be something else.  At this time, we have not heard back from ************************* after the voicemail was left.  

  • Initial Complaint

    Date:06/27/2024

    Type:Service or Repair 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.
    2019 Infiniti QX60 that has 72K miles on it transmission went out to no fault of myself. Known CVT issue as documented by a class action law suit filed to cover the years of 2015 to 2018. They told me to open a claim with corporate and to get it to an infiniti dealership for diagnostics. They are charging me $189 when it was somewhere else that I would have kept it there instead of paying out of pocket and towing to deal with these thieves. They are providing no assistance to fix a problem they are aware of. And trying to charge 7K for a new transmission.

    Business Response

    Date: 06/27/2024

    We regret ********************* feels the way she does regarding her interactions with us.  We would like to touch on a couple of items in her complaint.

    1.  Class action suit impacted model years were 2015-2018.  Her vehicle is a 2019.  (suit attached for reference)

    2.  Vehicle is out of the manufacturers warranty.  There is no coverage for the transmission based on that

    3.. Vehicle has a lack of service history with Infiniti, 3 separate owners and an accident on the Carfax.  When reviewed with Infiniti North America's consumer affairs division, the lack of service history, Carfax accident and being the 3rd owner did not lead to any goodwill assistance towards transmission replacement being covered. (Carfax attached for reference)

    4. ********************* was notified of the diagnostic fee prior to any work being done on the vehicle.  Diagnostic fees are an industry standard when attempting to discover the source of someone's vehicle issues.

    5. Infiniti of Clearwater has attempted to assist in a variety of ways, unfortunately that level of assistance does not lead to a new transmission for free

    Customer Answer

    Date: 06/27/2024

     
    Complaint: 21906109

    I am rejecting this response because:

    Infiniti is actually being sued at the moment for my model 2019 as you did nothing to change the *** from 2018 to 2019, which I have just jumped on board (please see attached).  This is a known issue inifniti is aware of. What steps did you take to be helpful except offer to charge me $7,300??? Transmissions cost $1,000 so where is the other $6k labor coming from? Also I only brought it to you guys because Infiniti told me I had to! I would have never, theres a reason you have no service history with me. I would have left it where it was for repairs. 

    And one fender ****** with a parked vehicle (the accident in question) would lead to a transmission issue is outrageous and immaterial to this matter. 3 owners? The car was a loaner, then sold to one other person then me. Once again immaterial infiniti. 

    Nice try. 

    Sincerely,

    ***********************************

Infiniti of Clearwater is NOT a BBB Accredited Business.

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