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:11/11/2024

  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 bout this car in August . A 2017 Grand Cherokee . With ***. He was kind and helpful as the process was taking place . A month in I feel the car a bit funny but tell myself it might be just me because I am not used to it . I than call *** a couple weeks after and tell him theres problems with the car that it is driving funny . *** had told me he doesnt recommend gettin the warranty for my car because it was 109k miles in already. When I called him it was in the 110k range and he basically said I was screwed because the warranty was up on the miles that I could bring it back in other words thats your issue . Now a couple weeks pass by the car is not the turning on and the belt literally comes off water pump breaks just an entire nightmare . I text *** and I am blocked . I am 22 years old I got my car off the Infiniti thinking I would be save from these issues because I didnt buy it from a side dealer ship. Any person who has kids who are college know how hard we have to work to manage both work and school . I am barely making ends and needed a reliable car in the winter as I continue my education. I had to tow this car 2 times in one day trying to find a mechanic who isnt going to take advantage because I am a female who is doing it all alone . This is absolutely not fair . Not even a full 3 months with this Vehicle and I am already in financial stress with it . I cant go to school or work right now trying to figure this out .

  Business Response

  Date: 11/27/2024

  ******,

  Please give me a call at ********** and let me see if I can offer some assistance to help get your vehicle fixed

   

  Thanks

   

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

  General Manager

  Infiniti of Norwood

• Initial Complaint

  Date:06/03/2024

  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.

  Hello, I am writing today to file a complaint with Infiniti of Norwood, affiliate with Albrecht Auto Group. I purchased a vehicle from them on 4/23/2024 for nearly $32,000 (+ allstate extended warranty) - however it took 2 weeks to get the vehicle since I needed to register it in ************. Upon getting the car in my possession, we noticed it was leaking fluid. The dealership insured me and sent me a copy of the service paperwork that had been done prior to selling the car to me. We also noticed a crack in the windshield that must have started out small but spread by the time we had the car in possession and the ** did not work (the button would light up for 2 seconds then turn off). We brought the car back and they explained that the leaking was simply a cracked hose and implied that it happened on our watch (the 5 days that we had the car, and work from home so not driving it much) and that we would have the car back in 2 days. 16 days later, Thursday 5/30/2024 we finally got the car back after Infiniti claimed that they fixed the leaking coolant issue. Now, the ** still is not working and I checked the carfax to see that "mild damage" was reported from an accident, which we were aware of, but I do believe that this is misrepresentation because the damage seems more like moderate to severe, since having the car there have been engine coolant and air conditioning issues. I have tried to be understanding about the issues and contact the *** as I am 7 months pregnant and should not be getting stressed about this, but this is now becoming an unsafe purchase for my child that is expected in August and that's where I am drawing the line. They were nice enough to pay for our rental car and the fixes, but it just seems like this car was sold under false pretenses.

  Business Response

  Date: 06/07/2024

  we have spoken with the customer and are fixing all of her issues...customer is in agreement 

• Initial Complaint

  Date:01/29/2024

  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 have my vehicle serviced by Infiniti Norwood, in *************. I was told that my vehicle was serviced and that i should come to the dealership in order to pick up the vehicle; and i upon doing so i found out that my vehicle software was never serviced, and i was therefore scammed out of my money, which eventually lead to me having to give up my vehicle. Thus, the in-house mechanics at the service department scammed me out of my money & made me have to give up my vehicle due to me not being able to operate the vehicle.

  Business Response

  Date: 02/02/2024

  Good morning ********************. In regard to your concern with your Q50. You had come in twice to service here at Infiniti of Norwood for similar concerns with your transmission. Once in February ****************** October 2023. (Repair order numbers ****** and ****** respectively).
    
    On your first visit you purchased your own parts, I believe from ***** and asked us to install them for you...which we did. It was noted verbally beforehand and on the repair order that you requested to not have the vehicle diagnosed and to just install what parts you brought. We advised you that your parts may not be the problem and it may not fix what you were trying to fix, and we should diagnose the concern. You had declined and just wanted the parts installed. 
    
    On your second visit, you mentioned you had the transmission control module and 2 output sensors replaced and wanted us to reprogram it for you. Again, we noted on the repair order this may not fix your problem and there was no warranty or guarantee on what you asked us to do because we did not diagnose it ourselves. You still requested we try.....which we did. It did not correct the problem. We did go further and let you know that we found malfunction codes stored in the transmission computer and recommended based on these codes that the transmission itself had failed internally and needs to be replaced. In our opinion, this would have corrected your problem.
    
    We did charge you a fair fee each time to do the work that you asked us to do on the vehicle even though it did not correct the problem. The total between both visits was $439.23. I don't believe we scammed you out of any money. You were aware of the costs and potential outcome before we worked on the vehicle each time. Your requests on what you asked us to do in some cases would have been a proper repair for the problem you were having however.....as we mentioned, we generally like to diagnose a vehicle problem ourselves as to not have an outcome like this, but you declined to have us diagnose anything. If you need a copy of both signed repair orders with our notes for your records, we can provide them for you. If you have any additional questions, feel free to reach out to us.
  
  
  Thank you,
  
  ***************
  
  
  ***************************** | Service Manager

  Customer Answer

  Date: 02/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Kharee

  These (2) pictures show that the TcM was updated which would have removed the original (4) codes that I came in with service sheet does not provide any new transmission codes! So this means you didnt not fix my computer software and therefore frauded me out my money costing me my vehicle 

   

  Business Response

  Date: 02/05/2024

  we  have provided our first and final report. thank you

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Kharee

  As you can see as a third party (BBB) Infiniti of Norwood intentionally scammed me out of my $$$ the (2) pictures i provided proved this, so ill be moving forward with the next process, and would like to use this correspondence as further proof of the retaliation, done to me by Infiniti Norwood mechanics department, for prior complaints; to which refusal of service cost me my vehicle, to which they are now responsible for. I hereby testify on record, that i went in with (4) output censor codes, they claimed to have updated the system in my car, and i left out after service with the very same (4) output censor codes.

   

• Initial Complaint

  Date:01/11/2024

  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.

  Took vehicle to dealership because it was giving problems to start. They did a diagnostic on the vehicle and shared with me what needed to be done. I agreed to have the main problem done which was the throttle body changed, I will have the rest which was the brakes system and spark plugs done at a later date. when they returned the vehicle to me I noticed water dripping from the front of the car, tech said it was from the car just got washed. I started the vehicle the water continued to run and informed him and he took vehicle back into the garage and came out an said the radiator had a leak and had me pay for a problem that did not show up on the original diagnostic. I believe this was a problem created to get more money from me since I did not okay all they had originally wanted to do and I did agree to have done until a later date. I think this was willfully done to get more from me. I believe the radiator was damaged on their part while working on the vehicle. I'm seeking your help to recover this additional cost that I had to pay.

  Business Response

  Date: 01/15/2024

  I spoke with ****, the service advisor regarding the customers service visit. The vehicle was initially towed in because of a no start issue. We had diagnosed the concern as a failed electrical component inside the vehicle (A/C amplifier) as the main problem and replaced it at the customer's request. Just to clarify, we did not replace the Throttle body as the customer mentioned in his complaint. 
  
  
  
  
  
  

• Initial Complaint

  Date:06/23/2023

  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 bought a car June 6 2023 Infinity QX60 2019 Certify **** Miles on it from Infinty Of Norwood first day i bring the car home leaking oil all over my ******** bought the car 3 times they can't still figure out what was wrong with the car I told the dealer either give me another car or i don't want to make the deal anymore give me my money back the dealer don't wanna give me another car

  Business Response

  Date: 06/27/2023

  Prior to this complaint, Infiniti of Norwood has already been in touch with the manufacturer to have his engine looked at for premature failure and have started the process to have the engine replace by Infiniti corporate. The client is aware of this and is happy with this potential resolution.

  Customer Answer

  Date: 06/29/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:11/22/2022

  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 had my car serviced at Infiniti of Norwood on 11/19/2022 and after the multi point inspection several services were recommended. I approved the recommended services but after reviewing my service history logs identified the serpentine belt which was recommended had been changed by Infiniti February 2021. I called the service manager to ask why the service would be recommended again when it is usually done every 60k - 100k miles. I had barely driven 20k miles since the service was performed. He told me if I do a lot of stop and go driving in the city the belts could wear quickly and they typically recommend the service at 30k. Again, I emphasized I do not drive the vehicle often and I had not acquired 30k miles. ******* told me he would have to speak with the mechanic and see what prompted the recommendation. I have not heard back from ******* and do not expect to hear back. I typically receive a survey after taking my car in for service which I did not receive. The cost of the belt was $352.04 which I believe should be refunded.

  Business Response

  Date: 11/26/2022

  we will be contacting *************** to go over her service. Even though the manufacturer has certain recommendations, our technicians are obligated to report and all advise all findings. Manufacture recommends things to be replaced for time and/or wear. Different parts wear at different times. *************** nor any customer has never been forced to do anything. We always report and advise. it is then the clients choice to accept or decline. Tell us why here...