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:07/01/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May 2023, I purchased a 2019 Infiniti qx80 from Southwest Infiniti, ************* sold by **** ****. There were several unsolicited charges that were bundled into my bill including an unsolicited subscription to LoJack. I returned immediately to the office requesting removal of that service when we got home and received an email welcoming us to LoJack. To date, I have met with several sales and finance managers and that request has not been honored. I have received the run around including being told there was a general survey of local car owners and Southwest felt this was a needed service so they arbitrarily added to the cost of purchase. I have dealt with **** **** the sales **** ******* in the finance department who snuck the policy into the purchase, ***** *****, ( the then head of finance) and more recently, ***** ****** III the current finance/sales manager. This car sales scam of adding features is unscrupulous and adds unnecessary financial burden in an era of high interest rates. For two years, this feature on the car has remained dormant pending removal/refund. Paloma in the refund office was supposed to have reached out. I have gone to the office several times and rather than help, they are trying to sell me a new car. The last trip to the office, I waited over an hour to talk to a ***** ****** III while **** **** tried to sell me a car as diversion tactics. I am requesting a refund of the LoJack unsolicited charges.

• Initial Complaint

  Date:05/15/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to get a car, my sale man was ******** ***. I provided them all my information. I went there to get a car even though I know my credit wasnt that great, I was willing to work things out to end and I did. I ended up purchasing a 2015 ******** ***** I put 2500 down the front windshield is cracked so I asked them if it will be fixed as soon as I dropped my down payment I paid 2000 the first time then the next day I went again and paid the remaining 500. To make it even odd, the financial manager ***** didnt go with over no paper he said he was busy or tight up so ******** was the one who provided me all the papers for me to sign, with that being said I trusted them and ask ******** when will the windshield appt will be scheduled I already had text him and he said as soon as I made the final payment, the next day he said he will have someone available before the week. Today 05/15/25 I called the place more than 5x then ******** text me saying he spoke to his manager **** ***** who will handle or have someone reach out to me to get my appt set up for my windshield. I called 3x, I left 2 voicemails and the 3rd time I called and finally was able to speak with **** *****, OMGGG, if I can go back and return to this care because CUSTOMER SERVICE IS EVERYTHING, this man didnt care what I was saying, not only he didnt even acknowledge what I was asking I had my husband on the call hearing the conversation when I hung up **** ***** said a comment its always the black people to be quite frankly this is outrageous for someone as a manager to a such a racial comment like that because Im Hispanic and my husband call back and spoke to Mr **** again and asked him about his comment he was so rude he kept telling him do you want me to fix the windshield or not? He asked him more than 5x Im in disbelief how can us customer go to a dealership and have such a bad management starting from the sales man who lied to us to the manager

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  February 27, 2025 went to the Southwest Infiniti to purchase a car. I spoke to the salesman name ******. I spent 8 hours there. I wanted the 2018 white QX80. ****** did paperwork for the 2017 QX80 ONLINE PRICE NOT INCLUDED!! before he even knew if I was approved or not for it. Ok, it was as a price point I wanted, under 20K. I was told IF I could put down 3k I would be guaranteed to walk out there w/ a awesome *************** of a good payment I wanted. I was then sent home. I was told I need one more check to get the information updated. So when I got home, took a picture of the check & was told that it looked suspicious. While that ****** me off more, I look for the papers- they sent me home with no papers. Just a buyers tag receipt. Nothing else. I had to suspicion from that point on. Every time I asked the salesman information he never knew the answer to it. Even told me to put regular gas in the truck when it takes 93. He would say things like "none of these cars are tracked" or "no worries-I will help you" I also sell houses so maybe I can help you with all your needs. Something did not feel right. I texted him and said I just want my money back. He told me I wont get it back and some other things (screenshot attached). I had to go back the very next day but it seemed more suspicious. I brought the check they said they needed. Gave me all the paperwork I should've had the night before. But I wasn't settled I then got a diagnostic test to find the back brakes and rotors were at 1 MM which is a hazardous level. **** the service manager called me and told me to come in after I left several messages with them the previous day. Went in the gaslighting was unreal!! A new mechanic used his own tools to measure the brakes???!! REALLY?? So that is when I was just upset. I didn't even want the truck anymore at all. 3 or 4 days later I get a call from Financing to tell me they need to verify the employment and got threatening messages from them since.

• Initial Complaint

  Date:05/28/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 am dissatisfied with the services I received at Southwest Infiniti. I believe the practices exhibited may not align with ethical business standards.On 4/20/24, I brought my 2017 QX60 in for a service appointment due to loud engine noise while driving. Upon check-in, I was informed that further inspection was necessary to determine the required repairs.Later that morning, **** informed me that the service technician needed a more in-depth review of my vehicle, as the initial scan did not reveal the cause of the loud noise. He mentioned that a repair estimate would be sent to me, and I would need to approve the charges. At 11:35 am, I received a text message with the repair estimate. I approved the engine-related repairs and declined the others. Shortly after, at 12:05 pm, I received a call at 12:08 pm. **** stated that I needed to approve the engine-related repairs/fees for the technician to complete a thorough review, after which the estimate would be updated with the total fees/charges. I informed him I had already approved the $1,272 fee, and we ended the call. I have attached records showing the timestamps of each point of contact.The following Monday, I received the final estimate and prognosis indicating that my vehicle required a new engine due to sludge buildup. The estimated cost was around $15,000. I called **** to discuss, he confirmed the amounts. When I asked about my options if I did not proceed with the repairs, he informed me that I would still be liable for the diagnostic fee. This was the first time I was made aware of a diagnostic fee. I had understood the $1,272 I approved to be for actual repairs.. This lack of clarity was misleading, especially given the significant amount *********** someone unfamiliar with vehicle repairs, I interpreted the details on the repair estimate as indicative of corrective actions. I feel deceived and taken advantage of due to my lack of car expertise.

• Initial Complaint

  Date:04/27/2024

  Type:Customer Service 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.

  Monday, April 22, 2024, I made a deal with ****** ******* on a 2022 Toyota Highlander for 45,839.08. During my meeting with the Finance representative, Shehzad ******* ******, he presented me with forms in relation to my trade to sign. I noticed a few of the forms in which he was asking for my signature were blank forms. I questioned Mr. ****** about the blank forms and he stated it just helps speed up the process when I return the following day to retrieve the vehicle. As he proceeded to "run through the contract", I noticed that he added an additional 2000 to the contract. I inquired about the added expensed and he stated, "this is my fee. Your bottom line didn't change, right? I refused to continue to sign any more paperwork.
  Immediately upon leaving his office, I went and informed my Salesman, Mr. ****** about what i experienced with Mr. ******. Mr. ****** appeared to be surprised by this behavior and alerted his Sales Manager, Jimmie. Jimmy appeared to equally surprised. He stated that there are few "bad apples" left from the group that was using illegal sale tactics and he apologized. He asked that I give them another chance to make it right. I agreed to return to the dealership on Wednesday, April 24,2024. Upon my arrival, I met with Mr. ****** as well as Mr. Jimmie. They both expressed that they would make things right. They informed me that I would be meeting with the Finance Manager, Leroy and he would go over all the paperwork with me. I told him that I noticed they had a smaller SUV that I would be willing to take a look at as well. Again, ****** and ****** were very apologetic and stated they would ensure that I would not have the same experience again. After deciding on the smaller vehicle. Mr. ****** , the SaleManager informed me that the price would be 36,642.74. I informed both Mr. ****** and Vernon, that I would go to the credit union and retrieve the check. Once I returned, By that time I was mentally and physically exhausted. I had to wait an additional hour or so until they got back with me. Mr. ****** asked me for the copy of the Vehicle Buyer's Order and I gave it back to him. The dealership was aware of the price of my preapproval from my credit union. After another long period of time, Mr. ****** as well as Mr. ****** came in to go over my paperwork. We started with the paperwork regarding my trade, there were a few forms that were left blank that Mr. ****** inquired about with Mr. Jimmie.
  As we began to review the contract for the new documents, Mr. ****** inquired about the payor source for the vehicle. I questioned why was that important and they stated they needed to add the name of the bank to the contract. I informed that I would be going with the initial payor source. By this time, I was extremely exhausted because I had been at the dealership for almost 7 hours. As we continued to go through the contract, I asked Mr. ****** why some of the areas were incomplete and he stated the information would be imputed by the finance department, which was the mileage, vin. Once completed, I asked for a copy of my contract. I was informed that he would return it to the finance manager, and it would be uploaded on the flash drive. Then they asked for the check. They gave me the Dealer Buyer's Invoice and I wrote the check for the amount of the form which was 39,584.48. After returning and reviewing the documents, the numbers on the Invoice does not total to the amount paid. They changed the OTD price.
  The amount paid for the vehicle was $39,584.48. The original amount that I was given Dealer Buyers Invoice $36,642.74. I identified the advertised $30, 438. which resulted in Mr. Jimmie, Sales Manger, " lowering the price of the vehicle, giving me more money for the trade and the price supposedly was $36,642.74 with the discounts and trade in as well as TTL. According to my review of the Dealer Buyer's Invoice as well as my credit union, the total does not match what was paid nor the original price that was given. It is much lower than both given by the Sale Manager.
  As of 4/26/2024, I have not received my contract. In my experience, deceptive practices, with the intentions of taking advantage of an older African American woman by using manipulation, bait and switch tactics and preying on females.

  Customer Answer

  Date: 05/01/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  

  I am writing to dismiss my complaint against SW Infiniti in Houston, Texas.  The issue has been resolved and I am satisfied with the outcome. 

  
  
   
  

• Initial Complaint

  Date:04/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2014 Q50 premium awd in for service. The dealer took my car for test and rear ended another vehicle. My vehicle air bag were deployed and major front-end damage. Their insurance company offered me $11,000 for my vehicle. The problem I have is in my opinion they should replace it with a vehicle similar or better with no cost to me. They can't find one similar, so they want me to pay for different car off their lot that they have in stock. I believe I should leave in car like I drove in with. They played games for almost 7 months to tell me that take what our insurance company are offering you and kick rocks.

• Initial Complaint

  Date:02/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Southwest Infiniti was supposed to repair my passenger mirror and no one will return my call to get this issue fixed.

• Initial Complaint

  Date:01/10/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 the Mercedes for 84k in Oct on or about the 10th. Have called numerous times and have NOT RECEIVED TITLE OR PLATES. HELP. HOW DO I RESOLVE THIS SERIOUS ISSUE ?Please advise ***** ***** ************

• Initial Complaint

  Date:10/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Friday September 30th, I purchased a car, 2016 Mercedes Benz C300. The car had an existing rip/break on the driver seat. The salesman Caleb promised and assured me that this can be repaired by the existing Permaplate warranty after the purchase. When filing a clamin with Permaplate on October 4th, it was rejected by Permaplate. Their statement was denying that what Southwest Infiniti stated that it can be fixed after the purchase.
  I contacted Caleb several times without resolution. PERMAPLATE kep denaying the claims.
  Southwest infiniti should be responsible in repairing the issue.

• Initial Complaint

  Date:10/03/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Car purchased on June 11 haven’t received license plates and inspection sticker