ComplaintsforNalley Infiniti Marietta

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.  

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 12, 2023 ********************************* ********************************************************************* *************************** F&I ******************* "***" ***** Sales Consultant *************************** Pre -Owned Manager Nalley INFINITI Marietta 2020 ******************* Marietta ** ***** Dear **************,On 11/03/2023 I drove four hours, took a day off work. To purchase a reliable vehicle to transport my wife and elderly mom to her appointments. My wife **** drove a 2013 QX56, only a ten-minute test drive, sounded good looked great. We moved forward with purchasing the vehicle. I gave ************** an $850 deposit. To have another key fob made in addition to this Clean the headlights and rotate the Tires. Only the key fob was bought, which cost $214, so I am due a refund of $636. ********************************** and I text and emailed back and forth. Once I got the check from my bank on 11/13/2023. ************** asked that I overnight the check because someone else was interested. I told him I wouldnt be able to pick it up until the 11/17/2023. If I overnight the check, when we arrive, please have all our paperwork, (tags and the remainer of $636 check). We arrived and *************************** gave us the key fobs. Pretty much act like he had no time for us. There was a Drive Test plate on the vehicle. *** (AKA)***********************) Stated they would overnight the check and tags to me, that was on 11/17/2023. Im still waiting. I have not received my tags or my refund of $636.00. I paid $13,225.00 for a vehicle that after getting a diagnostic done. I was informed by ****************************** this vehicle has $9,693.41 in repairs that need to be done. I have not owned this vehicle for 30 days. I want to return this vehicle as soon as possible if the repairs are not covered.Two hours into the ride home the service engine light soon came on. I called to speak with **************, and he shuffled me to ***************************: F&I Director who never returned my call.

  

  Business response

  12/13/2023

  Upon review, the customer is due $636 for the $850 down payment minus the cost of a spare key ($214). This will be expedited immediately and mailed to the guest. We are also reaching to see what caused this delay.
  
  Regarding the repairs stated by another dealer, no warning lights were on at time of purchase or a week prior when the test drive occurred.  Management has reached out to our guest; unable to contact.  A message with contact information was left on VM for them to return the call. We will support our guest and do everything we can to assist, based on the details. 

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/4/23, I visited Nalley Infiniti of Marietta to view a 2 row **** I spotted a 3 row ********* which was what I truly needed for my family anyway. ***, my salesperson asked if I wanted to test drive. Afterwards we spoke about the vehicles history/maintenance done post accident reported on carfax. I specifically asked if the car had anything wrong/ major issues and was told no. 2 DAYS LATER, I noticed knocking and ticking noises that werent heard prior to purchase. *** called on day 3 and asked how I liked the car. I told him about the noises and he stated because the car was older, itll make its own unique sounds. I was not truly convinced. Not even a week after, the noises increased and an oil light came on. Scheduled a service with ****. He REPEATEDLY STATED THERE WAS NOTHING WRONG WITH MY VEHICLE AND IT JUST NEEDED OIL FOR THE SOUNDS. THE NEXT DAY: ENGINE LIGHT WAS ON. 1 wk later: MY CAR VIOLENTLY JERKS, THE NOISES INCREASE THEN IT WENT OUT IN THE MIDDLE OF THE **** WITH ******* SMALL CHILDREN INSIDE!!! I immediately called *** he stated he wouldnt have sold it if he knew something was wrong with it. He instructed me to have it towed to the dealership. I was told they would trade me out of it but **** insisted on calling the warranty company for repairs. I was told it was my engine then a plate then finally an axel. According to them, I was fully covered until **** stated I wasnt. THEY HAVE HAD MY CAR FOR 2 MONTHS (shy of a week) DOING NOTHING. I called over an over again, getting the same lies and runaround excuses; always an I will give a call this day only for me to call. My vehicle sat in the same spot the entire time, UNLOCKED so when could they have figure out the issue?! They arent even allowed to service vehicles outside of ****** and Infiniti so how did they service this vehicle prior to my purchase and HOW were they ever planning to repair my car?!?! Lack of empathy is appalling!

  

  Business response

  11/01/2023

  We are sorry to hear about these concerns. Management is involved and making efforts to communicate with the customer. All attempts will be made to assist with resolving this. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from Nalley Infiniti on 2020 **** Parkway, Marietta GA and after driving the vehicle on a road trip after two weeks I noticed a loud squealing noise from the right side of the vehicle. I scheduled a service appointment and it was determined that the right side wheel bearing was bad and the tire could have come off the vehicle during driving. Very dangerous condition, but the dealerships vehicle inspection report indicated that everything was satisfactory with the vehicle.

  

  Business response

  07/12/2023

  We have communicated with **************, the vehicle has been repaired and we making sure he is satisfied..

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/29/2023, I purchased a 2020 Infiniti QX50 from Nalley Infiniti in Marietta for $38,432.23. At the time of the purchase, I noticed issues with the backup camera. I was told to bring it back anytime or take it to any Infiniti dealership to have it fixed as the car is certified. On 5/11/2023, I took my car to a local Infiniti in ***********, **, and was told that the car had been involved in a wreck, which was the reason the camera was messed up. Therefore, it cant be covered under the certified warranty. He also pointed out a few other visible damages the windshield lining on the passenger side is crocked and the rear drivers side had been painted. I immediately called ******, who commented, This is not uncommon for the other dealership to pinpoint damages or say the car was involved in a wreck simply because you didnt purchase the vehicle from them. After much back and forth, she finally offered to find me another vehicle. The options I was given were either not the same color or had high mileage. I then finally asked her to repair my car, which she agreed and promised to do. On 5/26/2023, my brother dropped off the car and a few days later, he was contacted that it had been repaired. When questioned, he was told that they had only fixed the camera and they were not going to repair any other damage. He then spoke with a person name *******************, who was a complete jerk and refused to have an additional conversation. On 5/9/2023, my brother went to drop off their loaner and pick up the vehicle. He attempted to speak with *******************, but again, he wasnt willing to listen. Recently, I learned that my car wasnt certified at the time of sale even though the paperwork says that it was. They actually certified it when they took it in to fix the camera on 5/26/2023. At this time, I have requested multiple times to speak with a member of management but they are refusing to put me in touch with the right person.

  

  Business response

  06/20/2023

  Thank you for bringing this to our attention. The concern has been acknowledged and resolved

  Customer response

  06/20/2023

   
  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

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ***************************** and I made the worst mistake of my life buying a car (lemon) from Nalley Infiniti Marietta! This experience has been the costliest investment of my life. Below I will explain my plight with your company and how I am still forced to spend more at the expense of your company. On February 5, my son and I went car shopping and ended up at Nalley. After visiting several dealerships that day I suggested we buy a car with a dealer that has a reputable and trustworthy track record (boy was I totally wrong). I followed up with ***** the salesperson and went up on Thursday to purchase the car. After a long day of teaching, I arrived at the dealership (around 5pm and left 2 hours later) to purchase a 2014 QX60 Infiniti. I saw the car and the gentleman that showed me the car mentioned that something was wrong with the car (that was red flag number 1) and I assured him that ***** said the car was ready. I did the agreement that evening and the following Saturday I was assured the car would be ready to go. Saturday, I arrived at the dealership to finish the financing and give my down payment. Unbeknownst to me, the car had literally sat for 2 days, and no one looked at it or even touched it (2nd red flag). So, after I finished up the paperwork I sat for four hours waiting on the car that I thought was taken through service and emissions. I waited all that time, and no one still looked at the car until I complained about how this was an inconvenience. l feel that a rushed job was done on the car to pass emissions. While having the car we bought it back 3 times because the check engine light kept coming on. After 3 weeks of having the car the service department informed us that the vehicle needed $7800 worth of work. I spoke with ***********************, and he assured me we would come to a solution. So, this vehicle that I purchased for $15,999 back in February was basically a lemon. To make a long story short **************** has given us loaners without proper vehicle registration and insurance as a courtesy which has still been an inconvenience due to the many encounters with police being pulled over several times and then ticketed and detained for no registration and no proof of insurance. After this was explained to your team, **************** assured us that Nalley would find a car for the same price, and we would just trade it out for another car of the same value. So, for 4 months I have called **************** weekly wanting an update with little to no response. Sometimes he would call me back and the majority of the time he did not. I have been making a car payment and insurance for the last 9months almost 10 on a car I dont have with no benefits from my purchase. Last week I visited the dealership hoping that an in-person visit would hold more progression and initially I felt like my nightmare was over. After speaking with ****************, I thought maybe we had found a vehicle within my price range and we had solved the problem, WRONG! He explained to me on May 30th that we could trade the vehicle out for the new vehicle, and I was ok. Well today (June 4) I got a new loan agreement, (not to mention they had to run my credit again) for the car, and I now have to pay more money which was not explained to me, and I have gotten screwed (excuse my expression) all the way around. The end result is that this company knew something was wrong with the car when they sold it to me. So I have a car that finance every month and it's inoperable.

  

  Business response

  03/09/2023

  ****************** bought a 2014 QX60 with ******* miles on it on 2/2/2022. On this date she was offered an extended warranty, to which she declined. During the process she acknowledged that the vehicle was being sold to her AS-IS; in writing.  She later was experiencing some mechanical issues and made me aware of them.  We did make some repairs on the vehicle at no charge to her. She later came back with unrelated issues. We were not willing to pay for these items due to the car being sold as-is along with the fact she had ownership of the vehicle for 3 to 4 months. At this time we suggested trading her out of it into something different. She agreed this may be a better option. We offered several vehicles that she said were not acceptable to her taste but were in her price range. After a period of time, she did choose a vehicle that would work. Unfortunately we were unable to secure financing for her.

   

  We will contact her again to see if there is anything we can do to assist her.

   

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

  Sales Manager

  Nalley Infiniti

  Customer response

  03/09/2023

   
  Complaint: 18630787
  
  I am rejecting this response because: some of the statements are untruths.  You didn't offer any repairs for the lemon car that was sold to me and to be honest the car had issues beforhand and the dealership knew about them.  One of the salesmans mention issues with the car before I purchased and I thought they would have been taken care of.  I will never but from Nalley Marietta Infinite again and will definitely ***** any relative or colleague away from this dealership.
  
  Sincerely,
  
  *****************************

  

  Business response

  03/09/2023

  Our team will continue to make efforts to reach out and assist with providing options to help with transportation needs. We are sorry for the situation. Our service department is happy to look at the vehicle again to provide the information needed for repairs. 

  Customer response

  03/13/2023

   
  Complaint: 18630787
  
  I am rejecting this response because: the statement above said they will look at the "lemon" vehicles they sold me but not willing to correct what they did wrong which was sale me an inoperable car.  If Nalley Marietta operates in this capacity then, this possibly needs to be look at with the government. Selling "lemon" cars to American consumers that are hardworking is unfair.  Being a teacher, I could not treat my students the way Nalley Marietta Infinti has treated me and my family. 

  p.s. A representative did reach out to me, but noting was resolved.
  
  Sincerely,
  
  *****************************

  Customer response

  03/14/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct. 28, 2022, I went in Nalley Infiniti dealership to trade my Buick Encore 2017 for another vehicle. I wrote a $********* to offset what was owed on the Buick. Deal went through, We got the payoff for the Buick from *************** It's been two months now they haven't paid the Buick Encore off yet, BUT the Buick Encore is on there front line at dealership for re-purchase. Remind you that the ********* check went through to my bank in two days, CASHED. As of Nov. 5, 2022 they still have not paid this vehicle off as of yet. The car is still in my name making my credit bad, with two months late notices on my credit. And I don't have the vehicle it's on their lot for resale, BUT they have not paid the vehicle off to *************** Now who's going to make my credit whole with this negative on my credit. Please help I need to know can they do this? Can they do a customer this way?

  

  Business response

  12/09/2022

  Our team has communicated with her as of yesterday. She could not prove her income so we had to go through another bank. We did not pay the car off until her credit application was accurately represented from her and a lender would fund. She knew her income was short and the deal was not finalized until she resigned with a new lender on the unit she bought from us. 
  
  Summary:
  
  She was in the loop the entire time knowing the banks were not approving her loans.  This caused a delay in her payoff.  
  
  Please let me know if you need additional info. Can you respond to the BBB or send me the link so I can?Tell us why here...

• Initial Complaint

  09/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Infiniti Marietta on June 17, 2022 after a trade in of my 2017 Infiniti QX 30. From the signing of the paperwork Infiniti has shown a lack of customer service, responsiveness, and professionalism in regards to providing accurate information and in a timely fashion. There was an initial problem with the loan of the new vehicle do the loan company losing or misplacing the information to secure the loan. Due to this error Infiniti would not pay off the trade-in until the second loan was approved; although they had already sold my car. I was in constant contact with Infiniti/finance a this point to find out what was going on with the financing and if it was completed to try to understand how to move forward. With this hiccup, it takes us to August 1, 2022 my temporary tags are expired. I had been emailing with the finance who assured me that a tag had been issued (CJE6132) on August 16, 2022 and should be arriving shortly or a new plate if a tag transfer was done. This information was inaccurate as I checked with the *** data base and the tag number to that vehicle was not my vehicle but a ******** Infiniti Qx55. I purchased a 2019 Q50. I was then instructed to go to *** who issued a extended tag until August 31, 2022. This tag has since expired and a new tag will not be re-issued. I am thus paying for a car I can not drive legally. I went to Infiniti to speak with Sale Mgr ***** who stated the tag was received damaged and in the meantime drive illegally and Infiniti would cover my citation if pulled over. I was not comfortable with that response. I sent an email to ***** stating that in which he never responded. However, my sales person did reach out to inquire about another customer who was having problems with the tags on the vehicle I traded in. At that point after explaining the fear of driving a vehicle illegally as a black woman, she stated a loaner would be an option. Received loaner and still waiting a response from *****.

  

  Business response

  09/23/2022

  Thank you for the opportunity to update this case.  Unfortunately, when the title came into our dealership it was damaged to the point a duplicate had to be ordered. We placed our customer in a loaner vehicle until we could get this resolved.  As of Thursday, 9/22, the dealership spoke to **************** and advised her the title had come in. Our title specialist will process her tag and she can go to the county at her convenience. **************** stated she would go on Monday and then return the loaner vehicle after that.  We also informed **************** that we will be reimbursing her for the $20 fee that she will have to pay her local ***.  We offered to either make the check to the *** that she can take with her or she can pay and we will reimburse her when she arrives at the dealership.  We certainly understand how frustrating this situation was for **************** and greatly appreciate her patience while we resolved it.  

  Customer response

  09/30/2022

   
  Complaint: 18046403
  
  I am rejecting this response because:
  The ability to register my car was finally resolved. However, it was only after having to advocate for myself, go to the *** on three separate occasions, go to the Infiniti dealership, file complaints and send numerous emails including to the ***  As a customer there should have been an honest acknowledgement of the problem with the title. Before I went through all of those actions I was lied to outright about the car being registered and given an incorrect tag number, ignored, disregarded, and my intelligence of the law was questioned. Even after contacting the *** I had to prompt him into addressing the situation at hand by asking his thoughts and/or feedback on the situation. Infiniti has failed as a company to provide professional and genuine customer service. The response that they provided was insufficient to address their lack of responsibility or professionalism in handling the situation. After ************************************************************************* for the $20 for my registration. In addition, they did offer to fill up my gas tank and wash my car when I returned the loaner while I was there. Unfortunately, I could only drive one car at a time. Even with that it was a far cry from what they should have been doing. It should not had to come to this. My resolution would be to not have to deal with Infiniti again for the service of my car or future communication. 
  Sincerely,
  
  ******************

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I submitted 2 refundable $500 deposits for an Infiniti vehicle. After deciding to purchase a different vehicle, I requested my money be returned. This occurred in April of this year. After numerous attempts to get my money back, and listening to empty promises, I still have not received my money in return.

  

  Business response

  08/30/2022

  Thank you for the opportunity to look into this concern. At Nalley Infiniti of Marietta, we strive to provide an excellent guest experience with each transaction and are disappointed that we have not succeeded in this case.  First, let us apologize for the delay, while we are not sure where the miscommunication occurred, we are happy to get a check ready today and mail to the address on file.  Again, we certainly do apologize and hope to get the opportunity to serve your automotive needs in the future. 

  Customer response

  08/30/2022

  The total amount now due with 4 months interest @25%/month is $2441.40

  Please make check payable and mail to:

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

  256 *************

  *****, **  30576

  

  Business response

  09/02/2022

  Thank you for the opportunity to look into this concern.  At Nalley Infiniti of Marietta, we strive to provide an excellent guest experience with each transaction and are disappointed that we have not succeeded in this case.  First, let us apologize for the delay, while we are not sure where the miscommunication occurred, we are happy to get a check ready today and mail to the address on file.  Again, we certainly do apologize and hope to get the opportunity to serve your automotive needs in the future. 

  Customer response

  10/05/2022

  I tendered two refundable $500 deposits on 21 Mar 2022 (total of $1000). After making a purchase elsewhere in May of 2022, I requested the return of my money. As of today, 04 OCT 22, my money has not been returned. I provided all the requested documentation to the dealership.

  

  Business response

  10/06/2022

  Thank you for bringing this to our attention.  Our accounting team has just finished the month end close and this will be going via Fed Ex tomorrow.  Fed Ex tracking ************, Check# ******

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