ComplaintsforInfiniti of Nashua

• Initial Complaint

  04/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased a CPO 2019 Infiniti Q60 from Infiniti of Nashua on 1/19/2024 which listed a sale price of $26,500 if financed. I purchased the additional warranties and financed it through them to maintain the advertised price. I live in and would be registering the vehicle in **********. After agreeing to the terms in the office I signed the paperwork in good faith that the numbers we discussed were the ones on the contract. They later informed me that the tax they collected was short. After looking at the figures provided I noticed they included an additional $972 to the finance which were not attributed to anything. They informed me that it was by accident and would be refunded to me. NH has no sales tax on goods and services so the warranties should not be taxed when I register in ** because they were purchased in **. The bill of sale they provided me indicated a vehicle price of $30k+, which is why they said the tax collected was short. I verified with the ** DMV that the tax is only due on the price of the vehicle and not any additional warranties purchased. I have since then returned the warranties as I no longer have faith in the dealerships honesty regarding the terms I argued with them to send me the paperwork with the proper vehicle price listed so I can register it myself. My vehicle was towed on 4/2/2024 because the ** police stated they ran the temporary plates as well as the *** and it came back "no record". The temp tag on my vehicle was then confiscated for being "fictious" according to the police report. I informed them on 4/3/2024 of the vehicle being towed and informed them that I expect them to pay the towing and storage fees because of their error. They finally sent me the documents to register but the bill of sale still indicates a vehicle value of $30,366 and additional monies for warranties that have been refunded. I am unable to register with these documents and therefore unable to take my vehicle out of storage as it accumulates daily charges.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My experience with Infiniti of Nashua has been a saga of deception, broken promises, and an utter lack of accountability. After enduring over three years of subpar customer support and multiple negative encounters, I reached the breaking point, deciding it was time to part ways with my Infiniti Q50s.Upon posting my car for sale, I had several interested buyers, one of whom was particularly interested with the 7-year bumper-to-bumper warranty I had purchased back in 2019 when I originally bought my Q50s. Little did I know, the promise of this warranty was a deceitful tactic employed by the sales team. When the potential buyer contacted Infiniti to verify, they were informed that the warranty was set to expire at the end of the year(2023).Dumbfounded, I investigated, only to discover that the sales team had sold me a carryover "7-year bumper-to-bumper" from the previous owner, leaving me with a mere 3 years of coverage. Enraged, I confronted the dealership, but the two salesmen responsible had conveniently departed. My attempts to speak with the manager were met with indifference, with ************************* telling me he will get my message to the manager multiple times and that my message may have gotten lost in the shuffle.Keep in mind I was accompanied by a family friend who witnessed the whole interaction. The sales team's push for a 7-year warranty was nothing short of manipulative, using the word "seven" while conveniently omitting the truthonly three years would carry over. Not to mention the lies about adding a new battery and brakes....Infiniti of Nashua's dishonest practices have cost me not only financially but also in the credibility of selling my car. The potential buyer lost interest upon discovering the truth, and the manager has remained elusive despite my persistent attempts to communicate. No one has reached out to me.This dealership's behavior and disregard for customer satisfaction warrant a warning to any prospective buyers.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello I purchased my 2017 infiniti q60 from infiniti of nashua in May of 2021 I was shown the car fax before purchase which stated the vehicle had 2 minor accidents which carfax considers dents/scratches etc I had to file a claim with my insurance due to vandalism of my wheels being stolen in November of 2022 I got my car back from body shop looking worse than when it left my driveway I brought up to insurance and they informed me of 2 major accidents(required a tow from scene) from the previous owners insurance company I would never have purchased this vehicle knowing this from the start. This also caused my vehicles value to drop significantly and I now have $10k+ in negative equity to which I cant afford to trade the vehicle in for something else I have attached the insurance report I obtained from geico showing the accidents that were not listed on carfax I am currently looking for my paper copy of carfax I received on purchase date

  Business response

  10/30/2023

  When we sell a car we go over the car fax with the customer as the customer clearly mentions.  We do not know if there was any other accident then those.  So again  we clearly go over with customer and disclose what we now.   there is no hidding anything.  Not much else i can say here.  Please reach out  to me if you like   [email protected]

  Customer response

  10/31/2023

    ********** ********
  
  I do not accept the business's response as a resolution to my complaint because: if you were unaware of the accidents in question thats okay I understand you only k ow what you k ow but who is at fault for the incorrect carfax bc I would not have purchased this vehicle knowing the accidents that were not properly noted
  
  Sincerely,
  
  **** *******

  Business response

  11/01/2023

  So the customer  came in to dealership oct 31st.  So we had a chance to review the car.  Again we did absolutely nothing wrong. If the customer is mad at car fax. then he should see them. he is disagreeing with carfax as to the minor accidents and customer believes they were more. again not something we can control.  Here is what we found.  Customer said car was great when he bought the car 2 years ago.  Since then he had another accident and also has modifications on the car.  So again like we told customer, we did every thing  exactly as we supposed to do. We did offer him toi trade the car in to us for something else. and he refused.    thank you

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Infiniti QX 55. Upon purchasing my vehicle i immediately started having dual screen malfunctions shutting off entirely, color fading to a purple, screen freezing, touch screen not working. Ive had shift malfunction warning sign display on my dashboard. Infiniti Nashua New Hampshire was kind enough to lie to me for three months insisting my car was fixed each time. Fast forward to me filing a complaint with Infiniti Affairs as i believe i have a Lemon for a car. My car has been serviced 5 times. Infiniti has not resolved ANY of my safety concerns, have wasted my time for weeks and absolutely nothing is being done to address my safety concerns. Ironically, since filing a complaint with Infiniti Affairs, Infiniti in Nashua New Hampshire has flipped the script of saying “there were never any issues with my car”. So what was fixed during each service when i was told it was corrected? I am so disgusted with this company. Infiniti should be ashamed for treating customers in such a uncaring way. I have been lied to each and every time my car has been serviced. Additionally, the last time i was refused service by the service manager Victor. The only reason he agreed to service my car was because i had taken new photo evidence of my car issues. I feel this company is negligent of my safety concerns. This company is absolute fraud. I am so sorry i purchased an Infiniti.

  Business response

  06/28/2023

  June 26, 2023

  Customer: ******* ******
  Vehicle: 2023 INFINITI QX55
  Vin: # *****************
  Last known miles 5740
  
  To whom it may concern:
  ******* ******, vehicle has been seen several times with different concerns. We would never deny service to any customer.
  After carefully reviewing the service history of *******’s vehicle. We have not actually been able to verify any problems with her screens malfunctioning.
  During one of her visits ******* had a concern with a shift malfunction light on dash. During this visit we did find a brake light switch needing adjustment. The brake light switch was adjusted, and the vehicle was released back to *******.
  Below is a timeline of the vehicle service history since purchased.
  March 18, 2023,            Miles: 1505
  Customer Concern: Screen reboots and goes black.
  Repairs: Unable to duplicate customer concern. No repairs made.
  
  April 18, 2023,              Miles: 3665
  Customer Concern: Screens Flickering and started to fade color.
  Repairs: Unable to duplicate customer concern. Performed ITB23-010A software update for AVN Audio visual unit. To try and remedy customer concern. Not able to duplicate concern.
  Customer Concern: Rear driver’s side tire losing air.
  Repairs: Found object in tire removed and repaired tire. 
  
  May 17, 2023,               Miles 5410
  Customer Concern: Shift system malfunction see dealer message on dashboard.
  Repairs: Scanned and found multiple DTC’s diagnostic trouble codes. After a series of tests, the technician found the brake light switch was out of adjustment. Adjusted Brake light switch road tested vehicle and verified brake light switch operating as designed and no error messages on dashboard.
  May 17, 2023,               Miles 5410
  Customer Concern: Perform 7,500-mile service interval.
  Repairs: Changed oil and filter and Rotated tires.
  
  May 22, 2023,               Miles 5740
  
  Customer Concern: Upper Display Screen keeps fading into different colors See attached pictures.
  Repairs: After a completed inspection of vehicle contacting tech support and exhausting all options we could not verify or duplicate *******’s concern. Instructed by INFINITI tech support to release vehicle if no problem found.
  
  Customer Concern: Parking brake set on its own while putting into park and message came on dashboard press brake pedal.
  Repairs: Performed a complete inspection of the e-brake system found to be operating as designed.
  No fault codes stored. Auto hold feature operating as designed. Unable to duplicate customer concern.
  
  Please let me know if there is anything we can do here at INFINITI OF NASHUA. 

   INFINITI CORP  HAS DECLINED A BUY BACK AS OF NOW, 

  I will personally will reach out to ******* to see if i can buy the car from her to see if the numbers work in the very challenging used car market
  
  Thank you.

  DIANA D******

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife ***** and I bought a 2019 Infiniti QX60 at the Infinity of Nashua dealership back in October 2022. We purchased the extended warranty and the gap insurance. The week of March 15th 2023 while my wife was driving at night with our 11 year old daughter the head lights went out. I scheduled a service appointment at the same dealership and brought in Friday March 17th. They ran a diagnostic and said the whole head light unit has to be replaced. I thought no problem since we purchased the extended warranty. To my surprise and huge disappointment, the service rep said he called the warranty company and they said it's not covered. He said it would cost us $4600! We can't drive the car at night, and we can't afford to pay that. I've had cars my whole adult life and the head lights usually never break. I talked with the dealership manager Anthony B***** on Friday when I got to work because we needed some help with this. He said he'd contact a few people and try to help. He also said his general manager Diana D******* was out on leave for a while so he would do what he could to rectify. I haven't heard back since. I left him two messages Saturday March 18th and another message Tuesday March 21st for an update. No response still. My wife and I are in need of this being rectified as we have two daughters we drive around to sports and other things, especially at night but can't because we have no headlights. (Big safety issue) I called Infinity Consumer Affairs, and they said the warranty is a non-Infinity warranty so they can't do anything. I contacted the warranty company as well to see what was covered and they said I had the basic warranty; we didn't know nor were we presented with different options on the warranty at the time of the car purchase. At the time of purchase the dealership asked if we wanted the extended warranty, and we said yes to protect ourselves. We also purchased the Gap insurance just in case. We thought we were protected but were not.

  Business response

  03/29/2023

    This is Diana D******, I am back and have reviewed all options and situation.  The customer purchased a warranty but it was only a powertrain warranty and does not cover the headlights. After reviewing we can discount the repair down to $ 3400.00  which is our cost.   Please call me directly if you have decided to take this offer.  ###-###-#### Diana D******  thank you

  Customer response

  03/29/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: when I purchased the car the dealership gave me only one warranty option.  If I had known there were different coverage options I would have purchased it to protect me knowing it was a used vehicle.  This was never discussed . Also brought to another mechanic for a second opinion and they said condensation caused the headlights to die and in need of full repair. This is unacceptable and must be a major defect as headlights don't die from condensation on cars only 4 years old. 
  
  Sincerely,
  
  ******* *********

  Business response

  04/10/2023

    I SPOKE WITH CUSTOMER!   I found another solution that would of cost 500.00 but to late ... customer already repaired.  I am sending customer a goodwill $$  credit to service with us in future.  Customer is appreciated and we plan on making him happier in the future. 

• Initial Complaint

  11/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I looked online and was interested in purchasing a car from this Nashua dealership. They scammed me so bad and I HAVE ALL THE DOCUMENTS PROVING EVERYTHING THAT I AM STATING. The price of unit was $24,556. There was an internet discount of $6,656 which made me interested in purchasing the car in the first place. I also did a credit application for $19,052 which was the agreed price for the car. The bank also denied me for that loan but ended up giving me an even higher loan which makes no sense. I believe they made a deal with the dealership. The day I signed for and left with the car they sneaked in 4 warranties totaling $5685 back into the total sale price. I never agreed to pay that much at all. The total sale price ended up being like $30,848. They completely scammed me with my first purchase from the dealership and they also forged my signature on one of the warranty sheets.

  Customer response

  11/21/2022

  Hi this is ****** Someone named Jimmy from Infiniti Of Nashua is attempting to contact me through phone call. I do not wish to speak to any of those scammers. I was expecting a reply from BBB.

  Business response

  12/05/2022

  My General Sales Manager And Finance Director have reached out via phone and email to offer the opportunity to review in person. This client has referenced being tricked , however he has used and taken advantage of the products since purchasing the vehicle. We will be happy to work together and find a resolution but there was no trickery

  Customer response

  12/06/2022

  
  Complaint: 18440098
  
  I do not accept the business's response as a resolution to my complaint because: [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.]

  I applied for a loan of $19,052 and have all of those documents. There was never a loan application for $25,116.06 also I am here paying for warranties that I never agreed to and they are gonna sit there and say there was no trickery.

  Sincerely,
  
  ***** ***

• Initial Complaint

  01/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I bought a 2019 Volvo October 7, 2021 from Infinity of Nashua. They HAVE YET TO PROVIDE CLEAN TITLE, so I have not been able to register, insure or drive it, although they now,say they have it. They made me take out a loan in order to get the advertised price. After some weeks, they did provide a loaner car. The finance manager repeatedly has said -" it's unforeseen circumstances, just a little longer. We'll take care of you." Now, they claim to have the title resolved and want their loaner back, but offer either return the car and get your money back, or a $500 rebate. This seems incredibly inadequate for the loss of use of a $50,000 car for 3 months and the hassle of continuing follow up and frustration. (An 8% interest rate for 3 months alone is $1000) I've had to garage and worry about this and have watched used car prices rise dramatically. I proposed $3000 as a more appropriate settlement and was told no way, that I should return the loaner or they would report it stolen. I told them to take the loaner back when we get the registration and we'd continue to talk about the appropriate settlement. Unpleasant hard sell tactics.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August of 2020 I purchase a 2012 Nissan Quest with about 70,000 miles give or take.I have taken my car to be service through out the year for different things.A few times for the check engine light.And complain that sometimes my car wouldn't accelerate.In the beginning of Sept 2021 my check engine light came on while on vacation.I took it to Advance Auto and was told that my max air flow needed to be repair.Made appointment to my car back to the dealer of course my check engine light is off and i complain of something leaking.They found nothing wrong.Even after I told them.After I pick up my car the light was back on .Due to the death of my daughter and distance I was unable to take my car back to them.At the end of September I took my car to Boch Nissan and the amount of rust and issues with my car I was appalled when I saw the images of their inspection.Considering the amount of times I have taken it back to the dealer.Never given images. A used car isn't perfect but the amount rust and damages underneath.The max air flow issue I told service about that they said was ok is actually torn.the leak is a transmission leak.The outside and inside of a car can be perfect.But if underneath isn't the car is worth nothing.When selling a car shouldn't be about sales it should be about safety .If there is rust replace the part before selling the b car.I have also had my air conditioning part change do to rust.I would like a refund in regards to me replacing my ac coils also do to rust

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/13) */ warrantys on used cars is 50/50 for the first 30 days so the warranty has expired a year in a half ago. we do go over the opportunity to buy a extended warranty at purchase. There is nothing that applies to this complaint.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When purchasing the vehicle I was told they were going to reimburse me for my state inspection since they could not do it. Since then we have not received the fee back. I have emailed and called without any response. Additionally, in order to refinance, I needed to change the gap insurance within 30 days (.they charged me double for the gap insurance). I called and contacted through the website as well as calling finance directly. I also tried Allstate but in order to change policy info, I need Infinity directly. Therefore, I was not able to refinance before I reached 100,000 miles and 30 days in order to save 65.00 monthly on my loan and 2% interest. I called every day for 2 weeks. I would like 400.00 to make up for the gap insurance going past the refinance period and the state inspection fee. Additionally, I need the infromation about refinancing. When I refinance do I lose my gap and extended warranty? I also need the buy-out info for the gap insurance.

  Business response

  12/01/2021

  Business Response /* (1000, 5, 2021/10/11) */ I double and triple checked with my management colleagues as well as the sales rep that handled the sales process. Noone had received any attempt from Mrs ***. We always want to ensure that our valued clients are taken care of so I personally called her and sent an email requesting some time to speak things over. We also have sent a check to refund the inspection sticker. We would have sent earlier had we been aware, a lot of our clients do come back so we leave the inspection fee in limbo until otherwise advised. I am happy to help with any questions regarding the buying process or to assist Mrs *** any way she'd like in terms of the warranty and the GAP insurance. I have yet to hear back from the client so unfortunately I can not report this as resolved although I would like to. Will be happy to keep trying to contact client and jointly come up with a resolution. Thank you Consumer Response /* (3000, 7, 2021/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mike emailed me insinuating that i was lying about contacting them. I forwarded him the emails from Infinity saying they got my request and would get back to me. I clearly did contact the company. Additionally, Mike still have not responded to my request for information about my warranty's upon refinancing. My response to his email: ****** *** <********@gmail.com> Thu, Oct 14, 12:40 PM (4 days ago) to Mike I will forward an email receipt of one of my attempts. I received the check today, it was very clear to my sales rep that we were getting reimbursed because it took 2 days after we bought it to get it repaired. It was also discussed when signing and we were told not to write it down on the owed to you part because it was already handled. We were also told it was cut that day. The reasoning behind it was that there was an engine light on and it needed to be driven 30 miles to ensure the fix worked. I need to know when I refinance if the gap insurance or the extended warranty will be impacted. It is too late now for me to benefit from changing our Gap policy. My bank could do it for 400.00 less than your company but since no one responded the 30 day window to get a full refund has lapsed. Which is why I wanted 400.00 back. I also called the gap insurance directly and they told me I had to contact you to cancel it. Which I could not do. I did contact and I did call. Business Response /* (4000, 11, 2021/11/06) */ Received complaint on Friday 11/5 in the AM. Called twice second message was full explanation of warranrty and GAP . Also sent email with explanation. waited 24 hours and no response from client. Consumer Response /* (4200, 13, 2021/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company has been very argumentative in their responses. In the end, when I needed the information to save money on a transaction, the information was withheld until I complained to the BBB. Additionally, a month into the complaint is when they let me know the gap and extended warranty cancellation information. Three months after buying the car. During this time, they had told me I didn't contact them at all. Which was not true, when I provided them email receipt of my attempts they still did not apologize. They do not have positive communication and I am still at a 400.00 loss because they did not return my emails or calls in early September. Business Response /* (4000, 17, 2021/11/27) */ Customer was reimbursed for the sticker a long time ago and we will not be paying customer for something that is customer perception that we would not call her. That is false. we apologize if the customer feels slighted in some way! We hope she can move on & live her best life! Consumer Response /* (4200, 19, 2021/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for letting me know how I felt during the situation. Additionally, telling me I am wrong and I never contacted your company when I have provided you with data and autoreplies from your company is called gaslighting. I am hoping you can move on and live your best life!

• Initial Complaint

  07/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle on July 13, received repeated false claims and promises on when I would receive the purchased vehicle. Requested compensation for the time the purchased vehicle remained in their possession due to their negligence. They declined. Proof are emails between Mike T****, Sandra B**** and myself from July 21 though receipt of the vehicle on July 29.

  Business response

  08/05/2021

  Business Response /* (4000, 8, 2021/08/04) */ I have read all the emails and the new email as well. We very much apologize as we have been to all our customers when it comes to customer registrations since covid has hit. (ABSOLUTE NIGHTMARE) ..YESS It has been a absolute nightmare with the DMV. We have lost car deals over this and the DMV does not answer to anyone. literally takes weeks in some cases! That being said again we apoligize. We unfortunutely will not be refunding money in any way but we still have the same offer to the custoner as we did last week. a complimentary service. That is still on the table if the customer wants that & to address the additional email just sent. All the customer has to do just like anyone else must bring car into service and we will see what is going on. We do not diag from pictures. I will have me service director reach out today to the customer and schedule service. Lastely we just can not compensate anyone based on the DMV and it is not fair to all the other 100's of people who did not right the BBB. THANK YOU DIANA D****** Consumer Response /* (4200, 10, 2021/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's not that the DMV is a nightmare. You sent a runner not adequately prepared which caused the extra delay. What exactly is your process? I was under the assumption, based on what was said, was that a runner physically takes the documents to the registry. Maybe if you tell ne exactly what your process is and how it was not your fault then maybe it would make sense. Right now it seems like a delay based on your negligence and continued false promises made by you. When I say "you" I mean Infinity of Nashua. Lost business? Your contract specifically says no "cooling down period" then you say not fair to your 100's of customers so you make promises to deliver to 100's of customers in a certain time frame knowing you can't and don't feel the need to compensate them.

*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. ↩