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:06/07/2025

  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 bought a used vehicle from Infiniti of Lynnwood on 4/18/2019 which included an extended warranty. I traded the vehicle on 9/5/2022. I went in to Infiniti of Lynnwood with my proof of trade in with mileage in Feb of 2025. The finance manager Hitoshi ****** took a copy of my paperwork and said I should have a refund for the unused amount of the warranty within 4-6 weeks. In April 2025, after receiving nothing from the dealership, I went back and talked to Mr. ****** again to find out nothing was done with my original request. I demanded a copy of the cancellation form this time. It is now June 2025 and still no refund of my unused warranty. I want what I am legally entitled to from the cancellation of my auto warranty policy.

  Business Response

  Date: 06/17/2025

  To whom it may concern:

  A refund check for the extended warranty was mailed to Mr. ***** at the address that he put on the form on May 22nd, 2025.  

  We found out that the address was incorrrect and issued a new check to Mr. ***** at the new address on June 16, 2025.

  Please see attached documentation.

   

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

  General Manager

  Infiniti of Lynnwood

   

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23437250
  
  I am rejecting this response because:
  This response is a totally false. The document clearly shows my correct address. When I spoke to ***** she told me, after my 2nd attempt to get my legally owed refund, that the check that was send was sent to the old address that is showing crossed out in the attached documents. If your going to lie about this than at least get in sync with everyone. I thought I had a good conversation with someone at your company who seemed to take responsibility and willing to get it resolved then I see this response which points the finger at me, the customer, as the problem. Really? This is why I say dont trust this company as they cant take responsibility and just say sorry and correct it. No its now my fault. Maybe its time for someone new to respond to customer complaints because clearly this person does not know how to be humble and admit to a mistake. This should have been done and over with but now its a personal insult to me. 
  Sincerely,
  
  ****** Kellly

  Customer Answer

  Date: 07/01/2025

  I finally received payment due and no further action is needed

• Initial Complaint

  Date:06/06/2025

  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 my brand new Infiniti QX60 in late 2022 and just after around 1.5 year drive with 15k miles, it turns out this the braking pads were too thin and need to be replaced. After replacing the rear wheels braking pads, I started to hear some sharp noises when I drive slowly w/o applying the brake. I visited the service center of this dealer and they told me it was caused by the braking pad of the front wheel and suggested replacing it w/ around $700. I did but I found it didn't resolve the noise issue so I came back. This time, they did a more thorough check and told me the noise actually comes from the rear wheels because the braking system had some issues - even though the brake is released, the braking pads are still partially applied, which is the root cause of the noise and also explains why I need to replace my braking pad in just 1.5 year of driving. The service advisor told me they will order the braking system and it should arrive in next week. I've been waiting for three weeks but never heard back from them so I called them, but they told me it was on backorder and they also didn't know the **** They also told me I should use my own judgement to drive the car for commuting or not. TBH, I'm really frustrated with Infiniti. This QX60 had so many issues such as the back-row AC not working or the heated steering wheel not working due to missing some hardware. Now the braking system is the new issue which will not be resolved in near term. It's really ridiculous that I spent over 70K to buy something that I should use my own judgement to drive with the problematic braking system, and this issue remain unresolved and what I can do is just waiting.

  Business Response

  Date: 06/17/2025

  To whom it may concern-

  Below are the are the previous dates that we have worked on Jiaxing **** vehicle.  We are currently waiting on brake calipers that are on back order from the factory.  This is really out of our hands and have no control over the manufacture to ship parts.

  9/27/24  RO *****- Replaced rear brake pads @21,824 miles
  
  
  5/8/25 RO *****- Replaced Front brakes pads @28,084 miles (these were found on the MPI)
  
  
  5/15/25 Ro ***** Ordered rear calipers, due to sticking, parts are on backorder. @28,260 miles 

   

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

  General Manager

  Infiniti of Lynnwood

   

   

• Initial Complaint

  Date:06/07/2024

  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.

  Infiniti charged me 26% interest rate but in ********** you cant charge more than 12%

  Business Response

  Date: 06/11/2024

  to whom it may concern:

  Infiniti of Lynnwood does not issue interest rates.  We help facilitate a loan for the vehicle in which *************** purchased.  The interest rate associated with the loan is determined from the bank in which she qualifies for.  *************** accepted the terms the bank offered and proceeded to purchase the vehicle.

  The state law for maximum interest rate is 29.99%.

   

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

  General Manager

   

• Initial Complaint

  Date:04/14/2024

  Type:Product 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 bought a used Infiniti G35 less than a year ago. Less than a week after buying, it began to have issues shutting off while in motion, in addition to having to get new brakes. This issue happened again last week and I went to the service department. They did a diagnostic and told me I had two head gasket leaks and needed to replace the engine- $12K in total charges. I accepted the estimate at 12:30pm 4/10 and then called back at 4:30 that same day to ask to pause to get a second opinion. They charged me a total of $1148 to pick up my car, no work done. This included a $560 restocking fee. It is hard to believe an engine was delivered within 4 hours. I find this ridiculous for no work and on a lemon they sold me. My mechanic completed two end to end diagnostics including pressure testing and found no leak issue with the engine, minus an air bubble they flushed out. For free. The electric issue I discovered is an issue known to Infiniti on the G35 where it shuts off in motion. This car should never have left their lot, and they should not be scamming people on services. Ill now be at a loss for the car, I cannot have my son driving a defective car- as well as the $1148 service fee for no work rendered. Evergreen auto and 4x4 can validate that there was no leak.

  Business Response

  Date: 05/15/2024

  I just spoke with ******************* and Infiniti of Lynnwood will be issuing her a full refund.  We are also offering her a complimentary oil change.

  Customer Answer

  Date: 05/18/2024

   
  Complaint: 21573020
  
  I am rejecting this response because:

  The company stated they would do the things in the response with the refund check available by Thurs. I never heard any follow up and it is Sat. They stated what they would do but have not done it.

  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/21/2024

  We refunded the client the full amount of the repair.  A check is waiting for her at the dealership.

  Customer Answer

  Date: 05/29/2024

   
  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

  Date:03/25/2024

  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 am writing to express my extreme dissatisfaction with the lack of transparency and service I have received from Infinity of Lynnwood regarding the purchase of a used vehicle, [2014 *********** Jetta SportWagen TDi], on January 23rd 2024. Upon purchasing the vehicle, I was assured by the sales manager that certain mechanical issues, including the check engine light regarding the exhaust and emissions system, would be promptly repaired. After multiple attempts to bully me, I received this in writing with a 2-week timeline. The check engine light returned less than 24 hours later. Regrettably, more than two months have passed since the purchase, and these repairs remain incomplete.Furthermore, the day after purchase, I discovered mold within the vehicle, posing serious health risks. This oversight is alarming and unacceptable. Additionally, other minor issues that were supposed to have been checked prior to purchase were found, indicating a lack of through inspection and honesty during the sales process. Despite numerous follow-up inquiries and assurances from the dealership's management, the repairs have not been satisfactorily addressed. Furthermore, when I recently retrieved my vehicle, the same warning lights indicating unresolved issues were illuminated within 5 miles of leaving the dealership.This situation has caused me considerable inconvenience, as I have been without the full use of the vehicle I purchased in good faith. Moreover, the failure to fulfill promises made at the time of sale reflects poorly on the integrity and professionalism of ****** and Infiniti ***. I am happy to provide more information upon request, including full transparency of the email thread with the management team. I just want my vehicle repaired according to the manufactures recommendations. I have been offered a full refund which i would accept, but that has now been taken off the table. I feel harassed, bullied & taken advantage of and need professional assistance.

  Business Response

  Date: 04/08/2024

  To whom it may concern:

  **************** purchased a 2014 ** Jetta TDI on January 23rd, 2024.  After purchasing the vehicle **************** had a 3rd party inspection performed at the ** dealership.  They recommended a thermostat replacement and DPF filter replacement.  We performed such repairs and then some at our service shop(see attachment).  In addition to **'s recommendation, we replaced the *** cooler, *** valve, cleaned the glow plugs, replaced *** filter and cleaned the particulate filter.  During the time of repairs a loaner vehicle was provided with plenty of fuel for transportation.

  After said work was performed the vehicle was road tested for one full week and a few hundred miles with no problems.

  Infiniti of Lynnwood strives to meet and exceed all client expectations and have been noted as Award of Excellence recipients from Infiniti National.  

  **************** purchased a vehicle AS-IS, had a 3rd party inspect it and we performed all recommendations with factory OEM parts and declined a service contract.

  I believe Infiniti of Lynnwood has gone up and beyond for this client.

   

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

  General Manager

  Infiniti of Lynnwood

   

   

   

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21482637
  
  I am rejecting this response because: The information provided is not correct. The check engine light was on when I test drove the vehicle, at that time they reset the check engine light and I was given 14 days to determine if the repairs they said they did cleared the check engine light. This was given to me in writing and signed by ***** the sales manager. The check engine light came back on the next day. Due to other issues with the car they had possession of the vehicle during this time period. I have been given guarantee after guarantee that this issue would be taken care of which is stated in the original email communication multiple times. Also in the same email communication you will see that Infinity of Lynnwood told me to proceed with the ********** inspection. This was not a 3rd party as stated but an authorized ********** dealership. I was told that they would pay for the repairs or do the repairs themselves. When they saw the cost of the repairs from **********, managers at Infinity immediately started to degrade the ********** report stating they didn't know what they were talking about and told me they would fix this car, also stated in the same email communication. Diesel particulate filters are never suppose to be cleaned, this is not an authorized repair for any diesel vehicle, I expressed this to Infinity and they proceeded with cleaning it anyway. Infinity proceeded to keep my vehicle for over 50 days and was never transparent with the repairs or what the plan was. I just kept getting told the check engine light keeps coming on. 

  When I was told my car was ready, I demanded documentation of what was done to my vehicle. A very standard practice for any dealership or repair facility. When I arrived they initially refused to provide any documentation, and eventually provided the attached document. As you can see what was listed in the response does not match the document attached. Furthermore, even this came with an additional warranty as stated on the document. I picked my car up at 11:00AM and by 11:29AM the check engine light was back on. I ran the codes on an official OBD II code reader and they are all still related to the *** and particulate filters. If the repairs were made per the manufacturers recommendations than this would not be the case. I am not asking for anything more than what i have been promised multiple times, a functional and working vehicle that is not going to leave me stranded on the side of the road as ********** has stated it will in due time. Without a resolution I will pursue legal action, this is a simple contract that will be upheld in the court of law. Again, I am just asking for the repairs to be done correctly and reported correctly by a technician who knows how to work on **********s and Diesel vehicles. 

  Furthermore it states that CUSTOMER STATES THAT TURN SIGNAL IS NOT WORKING IN DRIVER SIDE MIRROR. This is not correct. I was told by the service manager that this had something to do with the check engine light and that they would be replacing it. I also never asked them for an oil change, I didn't even know that was done until I saw this document. Again, without transparency, why would there be any trust? If its not provided in writing, I do not believe they did the repairs. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/13/2024

  I have been in contact with **************** and his vehicle is currently at the ** dealership getting all of his concerns resolved.

   

  Please let me know if you need anything further from me.

  
  

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

   

   

  INFINITI OF BELLEVUE

  INFINITI OF LYNNWOOD

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

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

  www.infinitioflynnwood.com

   

  Customer Answer

  Date: 05/16/2024

   
  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

  Date:02/02/2024

  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.

  We live in ******* **. My wife was doing a work contract in ******* **********. My Infinity QX60 was brought into Infinity of Lynwood for the vehicle not driving normally. The service advisor began texting updates as well as her opinion of the technician working on the vehicle. The advisor's opinion was that the technician was not a good one and that the technician was not the appropriate one to work on the car. (I have text message proof) Which was raising red flags about my vehicle being serviced correctly. The vehicle was in the shop for three weeks with the only updates coming from our calls to the dealership, or the calls never came from the dealership when they were promised. My wife had to leave the state to begin new job in *******. Infinity of ******* said to go back to ******* because the fix was not certain. So we drove 48 hours in a rental they did not attempt to reimburse or provide after requesting help to get back home. After a week home the vehicle was fixed and the ** of the dealership contacted my wife and attempted to get her to sell him our car or "when can you get the car off the lot?" We attempted several times over several days to try to get and answer from someone. The ** called my wife and mentioned "we'll figure something out" about getting the car back to *******. During all of this we contacted Consumer affairs. The service manager was the main go between us and the **. We mentioned to ship the car and we will split the cost, but "NO" was not the answer. The answer was "I am not making money on the fix of the car and it is not my responsibility to help you, it is an Infinity problem and they should pay, not us" They said they will ship the vehicle at their cost, which would be $1300. I said I can not pay that, pay for my rental and pay for my car loan payment, please help with half?! They refused and continued to say it is not their problem to help with the cost.

  Business Response

  Date: 02/13/2024

  To whom it may concern:

  ************** brought his vehicle (2019 Infiniti QX60 *****************) in for a service as his vehicle was not performing correctly.  The vehicle was brought in on January 13th, 2024.  After multiple diagnosis and several repairs the vehicle was fixed on 01/31/2024 and ready for pick up.  Within the few week period, which is a very normal length of time to fix those significant repairs, the client had re located to Georgia from Washington.  We offered to assist in helping the client ship the vehicle to their new location by facilitating transportation and getting them wholesale pricing.  The vehicle was shipped on 02/06/2024 and we were told by the client that a family member was aiding them in the shipping expense.

  Shipping vehicles to a new location does not fall on the responsibility of **************** that performed the repairs in a timely manner.

  At Infiniti of Lynnwood we pride ourselves on going the extra mile for our clients and have been recognized nationally as Award of Excellence winners.  

   

   

   

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21238677
  
  I am rejecting this response because:

  I am rejecting this response because: I have provided the completed work order showing repairs completed and mileage at time of departure and odometer reading at arrival to my home with displayed check engine lights. The vehicle was shipped at my cost who in my family paid for the cost is not pertinent to my complaint. I received the vehicle, and the car would not unload, and all of these check engine lights were on, and the car continues to malfunction and turn off.  It appears that the car was patched and shipped to only break down again, what happened if I decided to drive this vehicle the 2600 miles home with the patchwork repairs that were completed?? When ***** the service manager was contacted by myself ********************************* when I desired to display my dissatisfaction of services that were provided or lack thereof. ***** instead of listening to the dissatisfied consumer who was respectful and professional decided to hang up. Now I dont believe this is how Infiniti of Lynwood would pride themselves for going the extra mile for our clients and have been recognized nationally as Award of Excellence winners. There is no way you have gone above and beyond for myself or my family. The complete lack of incompetence and customer satisfaction is a disgrace of someone who prides themselves on customer service, yet you couldnt even be respectful enough to complete a customer complaint and admit the repairs were not completed to vehicle functionality. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/29/2023

  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.

  8/30/2023 purchased a vehicle 9/29/2023 received vehicle in an As Is condition. This Vehicle was over market value had a list of necessary services in order to drive vehicle. I received this vehicle a month after I purchased and spent a month getting it safe to drive.This vehicle was filthy with animal hair and smelled. It Failed state inspection for tires and rear Window defrost broken and needs rear window I replaced.I had to have car detailed and fully inspected by local dealership.Three of the tires had serious curb rash.Owner of dealership has failed to respond for replacement of rear window that was not disclosed.I live in the Northeast and will not be able to drive this vehicle in Cold weather conditions. It is a liability.Owner and General Manager were hopeful the warranty I purchased from them would cover the cost and claim was denied. This has been an Unethical transaction and dealership should be responsible.

  Business Response

  Date: 06/04/2024

  to whom it may concern:

  This issue has been resolved.  *********************** disputed her credit card down payment.

• Initial Complaint

  Date:11/17/2023

  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 June 2, 2023 I brought my car to Infiniti of Lynnwood due to a check engine light indicating a bad oxygen sensor. I explained that the sensor was my main concern to resolve the check engine light and as a secondary request to determine, if possible, why there was a whirring sound when the clutch was engaged which I had never experienced in any other manual shift car. After lengthy conversation with ****, the service tech, I agreed to leave my car there as he stated it would be a one-day job for about $1200. This one-day job ended up taking over 2 months, several trips to the dealership, lost time from work (at a new job!), $5166 and my main concern not being resolved. Their lack of communication during this whole experience ended up costing me service and charges that could have been avoided and I had to take my car to another vendor to have the sensor replaced at an additional fee of $1853 and more time missed from work. After several letters to them with a request for monetary compensation of half of what I paid, they finally offered to compensate me by providing future service but they could not make monetary compensation. I rejected this offer because I am a diesel mechanic and can do most repairs myself and they had told me that the car was now in good working order. In my last letter to them in mid-September, I again requested monetary compensation at a reduction of only the cost of the sensor replacement. I have not received a response. I feel I am not being unfair in this request.

  Business Response

  Date: 11/22/2023

  To whom it may concern;
  
  
  On June 2nd **************** visited our service center requesting diagnosis of 2 concerns on his 2008 G37. Infiniti of Lynnwood made two recommendations to remedy these conditions. A clutch replacement was approved while a sensor was declined. 
  
  
  When **************** arrived to pick up the vehicle on 6/22 he stated the noise and check engine light were still present. We informed **************** that the check engine light was not approved so repairs were never completed. In relation to the noise concern Service Manager **********; road tests the vehicle with **************** and they agree on a new repair, to be performed at no cost to the client. 
  
  
  **************** returns on 7/10 to pick up the vehicle after the agreed upon repairs are completed and again states that the noise has not been remedied. **************** and ************ discuss the current noise and ***** informs the client that the noise happening at that moment was normal for a manual transmission with the engine running in neutral gear-This noise is different that what was heard on the previous test drive and repaired at no charge to ***************** 
  
  
  **************** chose to repair his check engine light/sensor at another facility and is requesting reimbursement for something Infiniti of Lynnwood never charged him for. At this time **************** has not answered our phone calls, has a voicemail that is not set up, and has not responded to our emails to further discuss. 

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

  Executive Manager

  Infiniti of Lynnwood

   

  Customer Answer

  Date: 11/23/2023

   
  Complaint: 20886484
  
  I am rejecting this response because:

  As stated in my attached letters, the primary reason I took the car to them was for the check engine light and sensor issue and as a secondary concern was the noise in the transmission which I asked only for a diagnosis of the noise. They informed me at this point that the clutch was bad and I needed a new one.  At this point I was led to believe that would resolve the noise problem and that the sensor was completed.  The only reason I agreed to the clutch replacement was because they DID NOT tell me the sensor was not completed.  If I had known the sensor was not done I would have deferred the clutch as it was working just fine.  The third time I took the car back to them is when they finally told me that it was 'normal' transmission noise.  If that information had been given to me in the beginning AND that the sensor could NOT be completed by them, I would have left with my car as it was when I first brought it to them.   If they had known this was just 'normal' transmission and informed me of that,  there would have been nothing to look into or diagnose.

  
  Sincerely,
  
  ***********************          
  

  Business Response

  Date: 11/25/2023

  Attached is the repair order as well as the decline of replacing the sensor(see page 5 and 6).

  Customer Answer

  Date: 12/10/2023

   
  Complaint: 20886484
  
  I am rejecting this response because: 
       Lets be clear.  The main premise of my complaint is the fact that I was not advised that the sensor unit could not be replaced until I was on my way to pick up the car on June 14th.  I specifically remember when the call came in I had to pull over to talk, **** told me the sensor was not done but they had finished the clutch.  I remember banging my head on the steering wheel in disbelief and wondering why I was just now being told about this.  My passenger was concerned by my reaction to the phone call.
      On the 2nd page of their document, which was not part of the receipt information given to me, it shows Recommendation B sent to customer on June 6th.  I never received anything from them on this date.  I would like to see a copy of the communication they said they sent to me.  In fact, I hadnt heard from them until I called them on June 8th to inquire about the status of my car! 
  At no time did I ever agree to defer the sensor.  In fact, had I been advised they were unable to manage this repair, I would have opted to pick up my car and not proceed any further and I certainly would not have agreed to have any clutch work done.  However, I was not given this information.   I did take the car to another business to replace the sensor and they were able to replace it without removing the engine.  I am not sure why the Infiniti of Lynnwood technician could not do the same.
       In conclusion, I feel I am due compensation because (1) their lack of communication between technician, **** and then to me regarding the check engine light/sensor situation resulting in a large bill without all of the work being completed that I had expected (2) it fell to me to contact Infiniti of Lynnwood multiple times during the weeks they had the car in order to find out the ongoing status and they still did not advise me of their inability to replace the sensor (3.) multiple days loss of work hours at my new job, that were not compensable, in order to be at Infiniti of Lynnwood before closing.
  Sincerely,
  ***********************

  Business Response

  Date: 12/20/2023

  to whom it may concern:

   

  *****************************, Service Director, has been in contact with Mr. *********************** to find resolution to this matter.  We are mutually coming to an agreement for the amount of reimbursement.

   

  Thank you

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

  Executive Director

• Initial Complaint

  Date:07/27/2023

  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.

  To whom it may concern:My son **** was interested in a car at your lot in Lynnwood. We made plans with ****** to come look at it later in the afternoon on 7-23-23. **** decided to buy a 2016 ****** Rav4 and we talked to ****** about what our payments would be and extended warranty only. I was looking over his paperwork on Monday because I was setting up ***** insurance. I noticed 2 extra charges Revolos theft and Xzilon appearance protection. These two added options were not discussed. I have family members that does ceramic coating that could have done it for free. I reached out to ****** on 7-25-23 and told him that we didnt agree to the additional cost items. He referred me to ***** since he was out of the office. I called ***** and he said we agreed to the added on items. I went home to talk to my son and husband. Both also said they did not hear anything about adding theft or protection. At no point was the the dollar amount of $599.00 or ******* was brought up thats $2600.00. Not sure if you noticed but people are strugging and you do this. Im disappointed. This is my sons first car buying experience. Not a good one. Were things added cause they knew they could take advantage of my son cause he was a first time buyer? If the finance guy would have went over every thing a little better instead of trying to push us out before they closed maybe we could have caught it. I hope you make things right. Customer#****** Deal#****** Thanks *************************************************

  Business Response

  Date: 07/28/2023

  To whom it may concern-

  *********************** came to our dealership with his mother, father and brother on July 23rd 2023 to purchase our 2016 ****** Rav 4.  At no time did we take advantage of ************************  We presented **** a deal structure showing him financing terms.  **** agreed to all the terms which included Warranty, Safeguard etch, Xzilon appearance protection and gap insurance.  These were clearly labeled on the deal structure that **** signed off on.  After he(along with his family all present at the table) agreed to these terms we prepared all of the necessary documents to obtain a loan for him.  **** and his mother were both present in the finance office while he read and signed all of his paperwork.  

  We pride ourselves for being an A+ member of the BBB and just received the Award of Excellence from Infiniti.  

  Please see attached documents for reference.

   

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

  General Manager

  Infiniti of Lynnwood