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:05/19/2025

  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.

  I have two separate issues with this dealership. 1. I traded in my ****** Pathfinder on 1/6/2024 to purchase a 2019 ****** Ascent. On 5/8/25, I received a Toll Violation Notice from GA Peach Pass stating that the ****** Pathfinder that is STILL in my name had a toll violation from 4/13/2025 - 13 months after the transaction occurred. (Picture of Violation Noticed attached). This vehicle is now being driven around my a new owner and is still in my name.... 2. Since the purchase of the ****** Ascent, we have had nothing but problems. The night we purchased the vehicle, they did not tell us that they had not conducted a thorough inspection of the vehicle yet, as it was just traded in. Since then, Nalley Infiniti has had to fix multiple items on the vehicle. 1st - Stereo Head unit, 2nd - Front end wheel bearings, 3rd - sent to ****** for engine gasket leak. We are now having the same issues with the wheel bearing on the rear of the vehicle. Upon inspection from the ****** dealership, I was advised the following: "I take it you bought this vehicle from a different dealership? This vehicle would have never passed inspection with us due to the amount of rust found on the vehicle." I have attached the diagnostic notes from the assessment on 5/19/25, which states "Both wheel bearings have chisel marks as if someone tried to seperate them previously and have substantial surface rust." We purchased this vehicle from Nalley due to them being a reputable dealership, however, this experience has been everything but. The extended warranty we purchased is going to cover the cost of the wheel bearings, however, not the $2500 worth of replacement parts due to rust. If Nalley had done their due diligence and conducted a thorough inspection, I am confident this would not have passed. The ****** dealership states that this rust is from the first ****** miles being driven in ************* and ***********, and more issues are bound to start occuring.

  

  Business Response

  Date: 05/27/2025

  I sincerely apologize for any inconvenience this may have caused. I will be happy to reimburse you for the peach pass violation. In regard to the rust under the car I can be of no assistance. You signed the car fax showing the car was from up north and sometimes northern cars do have rust. The car was inspected and at the time of sale we found no damage. 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23351798
  
  I am rejecting this response because: Your response does not address the issue. A car you sold from your lot, is still associated with my name. Please explain how this happened. In addition, your sales team did not disclose that an inspection had not been completed on the vehicle prior to signing the carfax. 
  

  I called your dealership 2 weeks ago asking to speak with a manger. I left a message asking for a return call, which was never received. This is now the second time Ive had to utilize a BBB complaint to get a response from your dealership.

  I will be escalating this further. 

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

  

  Business Response

  Date: 06/04/2025

  ****,

  As I stated before the vehicle was inspected before your purchase. Any repairs needed on your vehicle at this time are your responsibility. You purchased the vehicle almost a year and a half ago. A simple solution would be to trade the vehicle in for another. What kind of car would you be interested in trade it in on?

   

• Initial Complaint

  Date:05/07/2025

  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 took my vehicle for a diagnostic check at Nalley Infiniti, *********************, Marietta, GA *****, where it seemed it was having some issues. Upon their review, they said that the vehicle had several issues, from spark plugs to the valve cover and catalytic converter. They said that these things needed to be repaired. I decided to leave the vehicle with them to have the suggested problems fixed and corrected. The *** was left with them for over a week. Nalley Infiniti service **** notified me that the vehicle was fixed and ready to be picked up. I arrived at the dealership service department at 5:55 pm to retrieve the vehicle, thinking that they had completed the work. Upon going over the bill, it came to my attention that they did services that weren't approved and tried to bill me for them. I decided to pay the bill in the amount of $6034.67, which is a hefty sum. After I started the vehicle, the engine light was still on and still continued to give the same problems it had when I first arrived there. Needless to say, I feel cheated and disrespected, and disregarded as a person or human being. After paying that amount of money and not receiving quality work from a so-called reputable dealership that sells and repairs luxury vehicles, I was devastated by the treatment I got, which was no different than the service from a shade tree mechanic. The work was never done to satisfaction, and I paid for it when i tried to tell someone, they couldn't help me and said that they were closed. I do not recommend this place to anyone. i need this rectified as I will be looking into ************************************

  

  Business Response

  Date: 05/15/2025

  Good afternoon,
  
  
  The vehicle has 2 current concerns. 
  1 is a random misfire for cylinder #1
  Failed catalytic convertor (different code as the previous repair. 
  
  
  On the previous repair attempt the leaking valve covers were allowing oil to leak in the cylinders causing the spark plugs to become oil fouled and cause misfires. Driving the vehicle with the misfires allowed unburned fuel to through the exhaust causing the catalytic convertor to fail. The continued driving with the failed catalytic convertor has likely caused engine damage. We followed Infiniti's diagnostic process with our repairs. All performed repairs have been confirmed warranted and performed properly. 
  
  
  This vehicle has been abused and based on the condition of the parts that were replaced the vehicle was driven for a while with the check engine light on. The catalytic convertor that we took off looks to have been driven for some time.
  The radiator which was previously declined has been leaking for some time. The vehicle has the incorrect battery and the hold down case is missing. This vehicle has clearly been neglected. 

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23301749
  
  I am rejecting this response because:
  

  The vehicle  has not been  neglected or abused.  However,  this  is an older  vehicle  so  cost repair  depreciation  can be  a  concern.  I sent this  vehicle  to Nalley infiniti dealership  repair dept  which i believed the was the experts at the  time as  well as the  fact that this is where i actually purchased  the  vehicle  from.  Based  on the  diagnostics  giving  to me  at the  time as well as  every  assurance that they would  be  able  to conclusively resolve  the issue I made the  decision  to invest a  whopping  sum 6000 in to the  vehicle only to be  extremely disapointed  when i drove  the car a mere 50 ft  and saw the  check engine light on.  Had i been properly informed  at the  outset i would  have never incurred  such a great expense in a futile attempt to fix the problems cited.   It is doubtful at best that they did  a thorough diagnostic and missed  so many critical issues  with my vehicle.

  They are now  trying to advocate  their responsibility  of  giving  me bad information on which i made the  decision to proceed  with the repairs. At this  point  the fairest resolution would be for them  to stand  behind the original  diagnostic and live up to the responsibility of misdiagnosis.   

  I am currently  working  with a Nalley infiniti director  to reach  an  ammicable  conclusion. It has been  stated  to me  that they will continue  to fix the  vehicle  at no addiditonal  charge and  my  SUV will  be  fixed  in  a  reasonable amount  of time.  I will follow  up  with  Nalley upon  completion  and determine if  their is  no longer  an issue   

  
  Sincerely,
  
  **** Went

  

  Business Response

  Date: 05/15/2025

  I will get with **** the Service Director, and we will follow up with you early next week. Thanks for your patience. 

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23301749
  
  From the point of reporting this incident to BBB, I have  been  conversing  with  **** ****** since  you mentioned  him  in this  thread .  He  seems  to be  level headed. However in fairness and  accuracy and the fact  that your responding  to this  thread  it sems  that you have  not  spoken  to Doug  regarding  this  issue  or  at least bought  up to speed about  bringing  this to an  amicable  conclusion. 

  Can you please  tell me  as well as  BBB  who you are and what role you play in  this  for clarity as i have  been only speaking  to ****
  
  Sincerely,
  
  **** Went

• Initial Complaint

  Date:12/27/2024

  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 leased a 2025 QX50 and was told by ***** ****** the remaining balance on my previous lease would be paid by him but he lied and I now have a $3,400 bill due with Infiniti financial

  

  Business Response

  Date: 01/29/2025

  The complaint has been resolved with the customer.

• Initial Complaint

  Date:08/23/2024

  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 to get an oil change on 08/21.The dealership decided to wash my vehicle which I didnt ask ****** bumper came back damage.I spoke either service manager he told me it take 10 min and then he came back told me that it would take two hours and schedule to bring it back .I have been calling and leaving messages.I have not received a call ******** my bumper is not intact and it flaps when I drive.This is a safety issue and I want it repaired.

  

  Business Response

  Date: 10/01/2024

  From: ****** **** <******************************************************************>
  Sent: Monday, September 30, 2024 4:49 PM
  To: ******** ******* <*****************************************************************************>
  Cc: ***** ******* <*********************************************************************>
  Subject: ******* ******

   

  EXTERNAL EMAIL! Use caution when clicking on links or opening attachments and never provide your User ID or Password.

   

   

   

  Yes, we did have a mishap in the car wash with Ms. ******* rear bumper.  The bumper has been repaired and she was happy when she picked it up a few weeks ago.

   

  Respectfully,

   

   

  *** ****

  Service Manager

  Nalley Infiniti-Marietta

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

  Marietta GA 30060

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

• Initial Complaint

  Date:06/27/2024

  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.

  I purchased an Infiniti QX80 on June 1, 2024. Since that time, I have had zero follow through on things that the dealerships is contractually obligated to follow up on. First and foremost, I had to sign paperwork three times. The first two were on the date of purchase because there was new person in finance who made mistakes on the contract. The third time was approximately one week later when the ************* "did not pull over" and required signatures...again. The contract was mailed to me and I promptly returned within 48 hours of receiving. In the contract were all weather mats for the first two rows that were to be mailed to my house. Also, on June 2, 2024 I realized that I left a pair of $200 sunglasses in my trade in and notified the salesman on said date. On June 3, ****************************************************** that he would mail them with the mats. As of June 27, 2024, I have received neither. I have spoken to ***************** and *********************** a multitude of times and still haven't seen them. On June 26, 2024 I received a notification that the car payment on my trade in was late. It was then that I realized that Nalley failed to pay off my trade in. I contacted **************** and he assured me that he would address it and call me back. He is now avoiding my calls and has not followed up with me. If it were up to me, I would return the car and cut my losses with this incredibly unprofessional business.

  

  Business Response

  Date: 08/12/2024

  Good afternoon,

   

  We did have a couple issues with *************** paperwork getting completed. We have communicated with *************** and all issues have been resolved at this time.

   

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

  General Sales Manager

  Nalley Infiniti

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

  Marietta, GA 30060

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

• Initial Complaint

  Date:06/05/2024

  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.

  Friday 5/24/2024 dropped vehicle off at service department for oil change and replace fuel pump.Friday 5/31/2024 picked up vehicle from being repaired within an hour started to smell something burning Saturday 6/1/2024 drove vehicle again and the smell was even stronger. called the service advisor who stated it was just residual fuel from where they removed the back seat to replace the fuel pump. was told it should go away in a day or 2. if it gets louder bring back in. Later that day, pulling into the garage, husband was standing behind truck as i pulled in and it was leaking oil on the driveway. He checked the oil level and there was no oil that registered on dipstick. Left messages for the service **** to call asap Monday 6/3/2024 service advisor had the truck towed back to dealership. checked it out and was told the * ring was pinched causing the leak.Tuesday 6/4/2024 picked up truck - service advisor stated there are no more leaks, the tech even put it back up in the air to double check. we drove it approx 5 miles and started to smell the burning oil smell. looked underneath truck and there is still an oil leak. returned truck back to shop. now they are saying it's the rear main seal and that leak was not caused by anything they did. but there were no leaks from the rear main seal detected during the multipoint inspection done on 5/24 nor on any time service had been rec'd prior to that date. they are refusing to take any accountability for the damage while my truck was in their possession.

  

  Business Response

  Date: 07/02/2024

  The ******** took their vehicle to another Infiniti Dealership for a second opinion and requested that we (Nalley Infiniti) pay for them to perform the recommended repairs.  I told them we could not pay another Dealer to perform the repairs and offered for them to bring the vehicle back our faculty to perform the repairs, they declined our offer. 

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In January 2024, I had my brakes and rotors repaired at Nalley. Dealership confirmed they replaced front and back brakes, and resurfaced the car's rotors. I paid a total of over $700 for this service. After leaving the dealership after the service, my brakes were still making noises. I made a second appointment to have the dealership inspect my brakes/rotors. Dealership confirmed they inspected the brakes, removed brake dust, and everything should be fine. After leaving the dealership for the second time, my brakes continued to make noises. I made a third appointment to have my brakes/rotors serviced. My vehicle was left overnight at the dealership. I picked up my vehicle the next day. Dealership/service provider confirmed brakes were inspected and I should not have any more issues. After the third appointment, brakes continued to make noises. I made a fourth appointment with the dealership. Dealership confirmed there was an issue with the front brakes. Front brakes were supposedly replaced during the fourth appointment (although they portrayed the front brakes were replaced during initial appointment). After fourth appointment, I am still experiencing issues with the brakes. Brakes were making noises that I have never heard from my vehicle before I made the initial appointment to have the dealership fix my brakes/rotors.

  

  Business Response

  Date: 05/07/2024

  Thank you for letting us know of this concern. Our team is actively working to connect with the guest with options to resolve.  

  Customer Answer

  Date: 05/08/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/18/2024

  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 purchased a used vehicle from Nalley Infiniti of Marietta on 1/6/24. As of 4/18/24, I have still not received a tag and my credit union has not received a title. Both of my temporary tags have expired and the dealership gave me a piece of paper stating that the car is a loaner from the dealership, which after speaking to members of law enforcement, this practice appears to be illegal. I went back to the dealership on 4/13 and asked them to cancel the sale and take the car back. They offered me $10,000 less for the car than what I paid in January. I would like the dealership to accept the cancel of sale, payoff the vehicle with my credit union and let me go work with a different dealership.

  

  Business Response

  Date: 04/22/2024

  Thank you for bringing this to our attention. We look forward to seeing you at the store Thursday to provide a service loaner. Our efforts are to resolve your concerns. 

• Initial Complaint

  Date:01/04/2024

  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 brought my car to Infiniti dealer in august 2023 when my car was under warranty for noise. They said it was a part that was on back order it took 4 months for part to come in. They put part in December 24 saying it was fixed I texted them very next morning that the sound was there bought car back last week and then again today they said they did not hear noise o went there at lunch when I get there in car the guy immediate now hears it and they guide me *********************************************************************************************************************************************************************************** to pay o have documentation of everything and all that

  

  Business Response

  Date: 01/08/2024

  Thank you for bringing this to our attention. Our management team will be contacting you shortly to see if there are any options to assist. We are sorry to hear you are having issues and concerns. 

• Initial Complaint

  Date:12/20/2023

  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.

  Our experience with the service provided by Nalley Infiniti Marietta has been less than satisfactory. The primary issue - a mechanical problem with our vehicle - remains unresolved, despite our numerous attempts to rectify the situation.Our vehicle was initially brought in for servicing due to complications with acceleration and a persistent check engine light. We were informed that these issues resulted from a faulty transmission valve body, which we subsequently authorized for repair. However, despite this service, the vehicle's acceleration problem persists, leaving us without a functional automobile.Upon raising our concerns regarding the incomplete repair and potential safety hazards due to impaired acceleration with both the technician and management, we were simply advised that the vehicle remains operational and requires time to improve. Due to our safety concerns, we refused to operate the vehicle and it remains at the Infiniti Nalley Marietta facility. We have also attempted to resolve this matter with Infiniti Corporate to no avail.Having paid for services that did not deliver the results, we find ourselves in a predicament. We are not only without a working vehicle but are also shouldering the additional financial burden of renting a car. Consequently, we are requesting a full refund of our payment, to have our vehicle serviced at an alternative repair facility to properly address this matter.

  

  Business Response

  Date: 12/20/2023

  Thank you for bringing this to our attention. Our team is sorry for your experience. Management is looking into this further to make sure we have explored all options to support you.