INFINITI of Beachwood — Local services in Beachwood

On December 19, I visited Infiniti of Beachwood to trade in my 2018 Kia Sportage EX. I was interested in a 2017 Audi A6 I found online. Upon arrival, I requested a test drive, but the salesperson informed me the car was unavailable due to necessary repairs. Despite this red flag, I was eager to proceed with the purchase.

After inspecting the car, I decided to buy it, contingent on the dealership resolving the check engine light issue, which they claimed was the only problem. They assured me they would fix it and confirmed that there were no other concerns, stating the light was triggered by faulty catalytic converters that they would replace.

However, after a couple of weeks, the car returned to me with the check engine light initially off, but it reappeared within five minutes of leaving the dealership. I also noticed a significant vibration when applying the brakes, which the dealership initially attributed to a faulty parking sensor. I contacted them to schedule another appointment.

When I returned the car, it was kept for another week or two. They claimed to have replaced the parking brake sensor, and they secretly turned the rotors to alleviate the vibration temporarily. They also said they fixed the check engine light issue, but soon after driving, the light illuminated again.

After multiple visits, the dealership referred me to Midas Muffler, claiming they had replaced my catalytic converters. The Midas manager indicated that the ongoing problems were due to aftermarket catalytic converters the dealership had used and suggested I replace the O2 sensors. After over two months of waiting for parts, I called Mentor Audi, who informed me the parts were available immediately.

I reached out to Tim Roussell, the COO of Infiniti of Beachwood, to express my concerns about the unresolved issues. He asked me to return the car for repairs and promised to address the problems. I also requested new brakes, as the existing ones were severely worn and causing vibration. It became clear that simply turning the rotors was a temporary fix.

In summary, over the following months, my car spent more time at the dealership than in my possession. Each time, I received repetitive explanations about the persistent check engine light, attributed to faulty catalytic converters. Infiniti assured me that the converters had been replaced or that they were waiting for parts.

This situation has persisted since December 2023. On September 25, 2024, I was informed by the dealership that they had exhausted all options in attempting to fix my car after having it for five weeks. Following my complaint, they decided to “take another look” and would try to make it right. However, on October 17, they concluded that they could not fix my car and cited an inability to identify the problem, blaming it on new ownership of the dealership.

I would never have purchased a vehicle with a check engine light illuminated due to a system exhaust failure, especially since my trade-in was in excellent condition. I hoped to acquire a better, more reliable vehicle, but this experience has turned into a complete disappointment and financial burden. Numerous witnesses have commented on the subpar service provided by this dealership and the inadequate attention given to my situation.

It is unacceptable for a problem to remain unresolved for nine months, only to be told that no further action will be taken. I intend to file complaints with the Attorney General, the Consumer Financial Protection Bureau, the Federal Trade Commission, and the Better Business Bureau.

Additionally, I plan to pursue a small claims court action against Infiniti of Beachwood, with the possibility of escalating the matter further. My recommendation: do not use this dealership for your vehicle needs!

I have filed complaints with the FTC, BBB, and The State of Ohio Attorney General. I am also in the process of hiring an attorney and submitting my experience to the local...

My 2019 q50s needed both turbos and a map sensor replaced. It took them 3 months to get the parts in. Finally dropped vehicle off was given a loaner. Three weeks went by and I get a call wanting to see what they were doing to my car again exactly. Are you kidding me? It's been there three weeks and not only has it not been started they weren't even sure what it was needing done to it. Two more weeks go by no updates. Called in and left three separate messages for my service advisor and no response. Then I called the regular service department and they instructed me to talk to my advisor, great. I left a message with the front desk person or whoever it is that answers calls for the store manager with a message and my name and phone number. A few days went by and the manager never called me back either. After contacting Infiniti corporate I finally received a call back letting me know it would be a few more days. I had originally asked them to put a set of sparkplugs in it that I had provided to them. They were the OEM plugs. My original adviser said they should be able to get them in but now I was just told it would be 550 dollars for Labor. Keep in mind the engine had to be dropped out of the vehicle for the turbo replacement and it would have taken ten-fifteen minutes max to switch them out. For all the trouble I had to deal with you would have thought this luxury car dealership at worst could have at least helped me out and popped those in or at least discounted the labor since it would have been significantly easier to do the sparkplugs then. So were they just going to scam me on all of that labor since it would have been a very quick job to do at the time? I'd stay away from here even if you're getting warranty work done. This dealership is an absolute joke, service department and apparently the management too seeing as I couldn't get a call back from them either. I'm sure it's great when you're purchasing a vehicle but that's probably it. All in all of I get my vehicle back here in a day or two it will have totaled nearly five months that I had been unable to drive the car that I'm currently paying on and had originally purchased from this dealership. I'm really disappointed because I love Infiniti. This is my second vehicle from Infiniti. The brand is trying to reinvent itself as it's been struggling and places like this are going to ruin it. If you look at all the bad reviews here they are mostly for the service department. I haven't picked my vehicle up yet and I wasn't sure if I wanted to post this until after I had picked it up but this is all so ridiculous I couldn't wait. Corporate opened a case to them and I will also be filing a complaint with the better business bureau. I should have stuck with Infiniti of Akron for my service because they have always been...

It ain't over till it's over.

4 years ago I started my career and with that came a car an infiniti Q50. Beautiful car that had nearly everything I wanted except for native navigation. I didn't care that it was missing that item because the service that came along with the car I bought was second to none. Truly an amazing experience at Infiniti of Beachwood... That is until fast forward 4 years later I'm selling my car back to them because the market is calling for used vehicles and both the dealership and I stand to make money I wanted them to have the opportunity to purchase it back first. Once they papers were drawn up and the car was transferred It had been a whole different stor I was not paid right then and there because the title is through Nissan financial their own brands financing department I was told I would have to wait 7 to 10 business days and they would be paying the vehicle off via check snail mail I had been calling back for over a week with no response from salesperson to GM and management in between. I had been left without a vehicle during this time and I thought the process would be quicker but we'll have to wait for corporate to send the title back to the dealership as well in today's time with PDFs wire transfers or even a call to your own financial corporate department just to say hey we have the vehicle can you send the title and then we'll do a transferthis seems unacceptable and for them to not provide a vehicle in between the time I have none is not completing the service to the truly amazing status it was but the lack of communication is the disappointing part. It had been over a week and I had requested the tracking number for the check in question that was sent to corporate financial department and was not provided with that information. I am an individual who likes to get stuff done quickly into the best service I can provide as well because I work in the medical field and in a small business owner as well so this process was upsetting. It will be going into its second week now just for the check to reach the financial department that corporate and possibly another week before corporate sends the title to the dealership. Infinity as a brand makes beautiful vehicles and the dealership did have amazing service during the time you own a vehicle but it seems that once you are not a customer You treat you like you're non-existent. I do wish I had the owners name and personal cell phone number so that I would be able to talk with them to get the process expedited but was not provided with that...