Business Profile

New Car Dealers

Infiniti of Englewood

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Complaints

This profile includes complaints for Infiniti of Englewood's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

53 total complaints in the last 3 years.
20 complaints closed in the last 12 months.

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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:02/09/2024
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 bought a car from them, a 2021 pre certified Infiniti Q60 with a trade in of my vehicle. I finance the car through one of the banks they do business with. Once I bought the car I had to return it because the car was never inspected or any repairs had been done to it. I had paint job that needed repair all 4 rims scratched and chipped. The change oil light came on during test drive. Cracked passenger side mirror, clips missing from the bottom of the car holding the side skirts of the car. I was later told that they never did the *** exam (certified pre owned). So I paid premium price when the car was trash. And never even looked at. They did correct the issue but they had a car I just bought for almost 3 weeks when I should be enjoying my NEW pre certified car. They have also not yet paid off the loan on my previous vehicle. I have already made one payment on it and as of the day I am writing this another payment is due. I have been contacting them for answers and get the run around from them all. Im now stuck paying for two car one of which isnt even in my possession anymore. It has been over 30 days since i bought the car. Another issue is they issued me temp plates for My car which expired on February 2, 2024. When I contacted them I was told that they do not issues second temp plates. Any assistance with this would be appreciated. Thank you.
Business Response
Date: 02/12/2024
I am ***************************, ************* Manager. I will ck on the status of your plates and your payoff. I will call you later this afternoon. If you need to reach me my number is ************.
Customer Answer
Date: 02/13/2024

Complaint: 21269286

I am rejecting this response because: the business manager failed to contact me as he said he would. More so I had a mechanic inspect the vehicle and found safety violations in which I had to pay out of my pocket to fix the car. The dealership covered the issues hoping that when things went bad they would be able to pin the blame on me. The issue was the car was involved in an accident prior to me purchasing and they used plastic welding on the headlights on this car and there is also a small crack on it. Furthermore the heat exchanger on the car was leaking fluid and the reservoir was nearly empty. I have pictures of everything which I will attach. Had I not had to fix this issue I would have had to also replace the turbos because they would have blown. Also on the subpar paint job they did on the front bumper has overspray paint on it which looks like an amateur painted it. And last but not least the front sensors on the front bumper were not installed properly. Instead of installing them with clips they attached them to the bumper with duck tape. Very professional job
*pictures were not able to be uploaded. But I have documented all expenses I had to do after purchasing this car in order to get it to the pre certified car status I was told this car was.

Regards,

***********************
Business Response
Date: 02/16/2024
The vehicle was paid off on 2/15 ck number ***** in the amount of $17,341.97. The ck was overnighted by ***** number 771598379234. The plates are expected to arrive today>
Customer Answer
Date: 02/21/2024

Complaint: 21269286

I am rejecting this response because:
They have yet to fix or call me to fix any of the issues that were not supposed to be on the car because of failure to do a proper CPO exam on the car. I have yet to even receive my plates to this day. So either fix the issues with the car or I will have to take legal actions. This car should not have been sold from an INFINITI dealership in this condition with the hack job they do for repairs. Id expect this from a random dealer on the side of the highway not INFINITI

Regards,

***********************
Business Response
Date: 02/26/2024
In your complaint and email of 2/9/2024 you indicated 'they did correct the issue". If you are having issues with your vehicle contact the service **** to make an appt to have the vehicle looked at. We are more than willing to help you in this matter. You can reach the service **** at .************. As you know your payoff was made and your plates are in process.
Initial Complaint
Date:01/10/2024
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.
Bought Newer Infinity QX60 for wife's birthday on 11/21/2023 they were to deliver 11/24/2023 They did not send Title till Dec 20th while we were on vacation. Went to register car and Title is in ****************** and car paperwork and Bill of Sale in Infinity of Englewood.CT DMV cannot correlate the two companies we asked the ***COO said overnight shipping have by 3 pm two weeks ago 4 more calls and they were sending email woith Notarized copy for DMV. We never got any paperwork.Had to rent a car and still 19 days later have not gotten paperwork.We want paperwork and reimbursement for car expenses, and a NOTICE permanently on file for them not following through on procedures leaving the consumer to rent vehicles for their lack of professionalism a 1 rating for entire experience.
Business Response
Date: 01/16/2024
The paperwork was sent from our title department directly to the customer. There is no further action on our part.
Initial Complaint
Date:12/31/2023
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.
I sold my car to Infiniti of Englewood on Oct 30, 2023 and the proceeds were to payoff my loan and the remainder used towards a new lease. It is now Dec 29, 2023 and my car loan has not been paid off. I had followed up constantly since early November for the payoff, but it has now gone overdue, and I've had to make payments to avoid a loan default. I've asked Infiniti to send a wire for my loan, but they ignored my request and "claim" they sent a check via US mail on Dec 7th (which in untraceable). This check never arrived, and I involved InfinitiUSA (Corporate) to help expedite, and another "claim" was made that a check was overnighted to payoff the loan on Dec 22, 2023. This check also never arrived, and Infiniti of Englewood will not provide the tracking number or check info. I am now in a situation where Infiniti of Englewood is not paying off the loan for the car I sold them and I am making two car payments.

I suspect Infiniti of Englewood has already sold my car (it was listed shortly after Oct 30th, and removed) and some unsuspecting buyer now has the car without title\ownership as my loan hasn't been satisfied and title released.

I need Infiniti of Englewood to remit payment for the car I sold them to resolve my loan. This situation appears to be common situation with this dealership, looking on the BBB site, there are multiple complaints by this dealership for this same issue.
Business Response
Date: 01/02/2024
This payoff account was credited on 12/29/2023. The delay was in the receivcing bank who delayed processing of an online debit.
Business Response
Date: 01/16/2024
Mr. ** was notified pf the ck number ***** and the amount of the ck mailed which is $23,064.45. Our accounting dept has not rec any notice of a discrepancy in the payoff amount. If there is one pls send me the bill you rec and I will have it paid.
Customer Answer
Date: 01/29/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

In reference to complaint ID ******** - the matter is finally resolved. Discrepancy of the payoff and the amount required for reimbursement was already notified to Infiniti Dealership on 12/30. The reimbursement check was finally issued by the dealership via Fedex on 1/16/24 after I had my attorney issue a demand letter.

Regards,

********* **
Initial Complaint
Date:12/18/2023
Type:Delivery 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.
I traded in two vehicles in October which was supposed to be paid off in 30 days by the dealership to my two finance companies. Both finance companies state that they have not received the payoff from Infiniti of Englewood.
Business Response
Date: 12/19/2023
The payoffs were made and the customer has been informed many times.
Customer Answer
Date: 12/19/2023

Complaint: 21027352

I am rejecting this response because:

the finance companies have been unable to confirm your statement as they do not show a payoff.

Regards,

*******************************
Business Response
Date: 01/02/2024
On 12/8 ck number ***** was issued for $31,340.67 to ALY BANK.
Customer Answer
Date: 01/02/2024

Complaint: 21027352

I am rejecting this response because:

ALLY has not received this payment. I have been asking the business to provide a tracking number for this payment or reach out to ALLY to check on the payment.

Regards,

*******************************
Business Response
Date: 01/15/2024
The ck number ***** in the amount of $ ********* was rec and cashed by ALLY BANK ON 1/4/2023.. The mere fact that the ck was cashed by ********* indicates that the bank rec payment.. Our responsibility has been completed
Customer Answer
Date: 01/15/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*******************************
Initial Complaint
Date:11/13/2023
Type:Product 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.
Good evening on 2/17/2023 I went to Infinity of Englewood ** located at ***************** and purchased a 2021 ******** **** 350 GLE with under ***** miles. I traded in my 2019 Dodge Durango RT. I also purchased an extended warranty on the vehicle for $5000. I was unhappy with the ride of the vehicle and traded it in at ************************* for a 2022 Jeep Grand ************** 4/14/2023 I went back to Infinity of Englewood with all my supporting documents and requested a refund for the extended warranty. I was given a document by the finance guy that I dealt with. About a month passed and I went back to the Infinity dealership to find out what the status of my refund ******* the finance guy I dealt with told me that it was a 3 to 6-month process I found that strange since the Dodge Durango that I traded in I had gotten my refund from the dealership that I had purchase the vehicle from. I waited until 10/21/2023 before I went back to the Infinity dealership and spoke to Sales Manager ******************************* who took all my documents and told me that he would pass them on to the General Sales Manager ***************** because he was going to be on vacation that week. No one reached out to me so on 10/25/2023 I called and spoke to *************************** BDC manager he told me that ***************** was out sick and he would take care of it I again submitted all the supporting information via email and it is now 11/12/2023 and I have still not received my refund. I have been trying to get my money from this dealership for 8 months now and I am no closer today than I was 8 months ago. Today (11/13/2023) I have made several calls To ******************************* and i have not been successful in speaking to him
Business Response
Date: 11/24/2023
******************** has been communicate dwith by *************************** over the course of two months. His check for the reimbursement was issued over two weeks ago. He has acknowledged receipt.
Initial Complaint
Date:09/28/2023
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 recently purchased a suv from this dealership and at the time traded in my 2022 LexusGX460 . The payoff at the time was a 10 day payoff. Its been several weeks and my Lexus has not been paid off. I already made a payment on a car I no longer do not own. This is an unacceptable business practice. *** tried contacting the dealer many times and the issue remains unresolved. I'm NOW legally responsible for 2 car loans which I can't afford, while only being in possession of one car. Furthermore, the dealership told me to submit proof of payment to the lien holder. And request a check of reimbursement from Infiniti of Englewood. I did submit and this issue remains unresolved. I need your help resolving these issues.
Business Response
Date: 09/29/2023
****************** was informed by myself and my Sales Manager that the payoff to ******************** was paid on 8/25 in the amount of $ 51,5542. ****************** was also reimbursed for the payment he made against my advice//
Customer Answer
Date: 09/29/2023

Complaint: 20669375

I am rejecting this response because:
I have contacted Chase the lender on My Lexus Gx460 and they have not received any pay off from Infiniti of Englewood. Nor has Infiniti of Englewood supplied any proof of payment or reimbursement. They have not provided a check number or tracking information. And if they pay through electronic payment to Chase there would be an indication of pay off.
Further, I was told by Infiniti on the 25th or 26th that they would possibly issue a payment today 9/29. Which again, I have not heard from anyone or have any reasonable verification of such a payment. So, for them to state that they informed me the pay off was made is untrue.

Regards,

*******************************
Business Response
Date: 10/13/2023
The payoff was made to ***** bank on 10/10 in the amount of $ 50,932.91. The customer also rec a ck for one payment made for @843.53.
Initial Complaint
Date:09/16/2023
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.
Traded a car for a new car in July, dealer was supposed to pay off my old loan within few days. Its now middle of September and the old loan has not been paid off. They dont answer their phone, they dont respond at all
Business Response
Date: 09/18/2023
I will check with the payoff **** and call you back.//******* You can reach me at *******************
Initial Complaint
Date:09/05/2023
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.
On August 8, 2023, I purchased a CPO vehicle from Infiniti of Englewood. I was assured that the 167 point inspection was completed on this vehicle, but the copy was unavailable at that time due to computer issues. I tried calling numerous times to obtain a copy, as well as inquire about my title, registration and license plates. No calls were returned. After coordinating with the ****************** without any help from sales, I found out that the inspection of the car was never done. The dealership did not sell this vehicle in good faith.
Business Response
Date: 09/06/2023
Pls call the service **** to setup an appt to have your service completed.
Customer Answer
Date: 09/06/2023

Complaint: 20558248

I am rejecting this response because this service was to be done prior to the sale of the vehicle. Please detail what is covered that was not completed.

Regards,

*************************
Business Response
Date: 09/12/2023
I have maile d you today a complete service history of what was done to the vehicle.
Initial Complaint
Date:08/02/2023
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.
BOUGHT A LEXUS RX 350 2020 WITH 24K MILES ON FOR AROUND 46K ON APRIL 13 2023 .

ONLY USED THE CAR FOR 3 WEEKS WHEN IT STARTED GIVING ME PROBLEMS. CONTACTED THE DEALER AND TOLD ME TO TAKE IT TO A MANUFATURE REPAIR SHOP (LEXUS) AND THEY WILL FIX IT FOR ME UNDER WARRANTY FOR FREE. LEXUS TOLD ME IT WAS NOT COVER UNDER WARRANTY AND DIDNT FIX THE PROBLEM, ENDED UP PAYING $270 FOR NOTHING AND SPENT 3 WEEKS IN THERE WAITING FOR A DECISON IF DEALER WAS GONNA PAY THE REPAIR. THE DEALER TOLD ME TO TAKE THE CAR BACK TO THEM FOR REPAIR AND THAT WAS ON MAY 24TH AND STILL HAVENT RECEIVED THE CAR BACK AND EVERY TIME I CALL TO CHECK ON THE VEHICLE THERE IS A NEW ISSUE WITH IT.

I HAVE OWN THE VEHICLE FOR ALMOST 4 MONTHS MAKING LOAN PAYMENTS, INSURANCE AND PARKING AND ONLY GOT TO DRIVE THE CAR FOR 3 WEEKS OUT OF THE 4 MONTHS. I HAVE BEEN PATIENT BUT ENOUGH IS ENOUGH.
Business Response
Date: 08/03/2023
Currently, the vehicle is in the repair shop. According to the service manager the customer should have the car back for the weekend
Customer Answer
Date: 08/06/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and will take it for now. I'm expecting them to keep their word this time and I get my car back this upcoming week. Also hope the problems have been fixed successfully and we don't have to repeat this irresponsible situation again.

Regards,

****** *********
Initial Complaint
Date:08/01/2023
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 traded in my car with Infiniti of Englewiood. They have stolen my car. Its been 2 months and they have not let my previous loaner know I have traded my car in and that the loan was paid off. Now I am 2 months in default on my previous loan. I was warned about the criminal activity that is associated with this dealership. But gave them the benefit of doubt since they had the car I wanted available for purchase. At first they tried to scam me out of mi at by over charging from The luster advertised price. I had my brother in law meet me there. And try quickly Changed the price back. I should have ***** away then from this dishonest dealership now I have to pay my past and current monthly payments to avoid any further collections. And make disputes
Business Response
Date: 08/02/2023
THE CUSTOMER'S BOYFIREND WAS TOLD YESTERDAY HIS VEHICLE WAS PAID OFF ON JULY 1. i SUPPLIED HIM WITH THE ***** TRACKING NUMBER.

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Infiniti of Englewood is NOT a BBB Accredited Business.