INFINITIReviews of infinitiusa.com

Utterly disgusting and fraudulent conduct from the dealer. My experience with Passport Infiniti in Alexandria was deeply troubling and raised serious concerns about the dealership's repair recommendations, pricing practices, transparency, and customer service. I brought my 2003 Infiniti G35 sedan, with approximately 118,020 miles, in because the Service Engine Soon warning light was illuminated. The resulting service report recommended an astonishing $9,572.79 in additional repairs, excluding taxes and additional fees. The estimate included: • $8,012.90 to replace both catalytic converters and oxygen sensors. • $705.95 to replace the complete rear brakes. • $853.94 to remove the intake manifold simply to investigate potential wiring repairs, without including an actual repair. What made this experience particularly disturbing was my interaction with service advisor Dominique Jones. Dominique smirked, turned away rudely during our interaction, and told me that the oxygen sensor had “fallen out.” This explanation was particularly alarming because the sensor was new, having been installed only approximately three months earlier. The previous repair shop had also verified the maintenance work. Furthermore, the circumstances surrounding the sensor raised serious questions for me: the new sensor reportedly had to be forcefully ripped out. This is difficult to reconcile with the casual assertion that the sensor had simply “fallen out.” I want a clear technical explanation of what actually happened, why the sensor required such force to remove, and whether it was damaged in the process. I could not independently establish whether any damage was intentional. However, the combination of these circumstances and the way my concerns were handled left me seriously questioning the integrity of the diagnosis and whether the subsequent repair recommendations were fully justified. A customer should never be left wondering whether a component was damaged during an inspection and then used to justify an expensive replacement. The financial implications are staggering. Passport Infiniti recommended more than $8,000 for catalytic converters and oxygen sensors alone on a 2003 vehicle. The total estimate approached $10,000 when the additional recommendations were included. While I understand that older vehicles can require expensive repairs, customers deserve evidence-based diagnoses, reasonable pricing, and transparent explanations—not unsupported assertions and dismissive treatment. The customer-service experience was equally unacceptable. Dominique's smirking and rude, dismissive behavior made an already stressful situation worse. I expect a service advisor to explain technical findings professionally, answer reasonable questions, and treat customers with respect. I do not expect to be made to feel intimidated or belittled when questioning an estimate of this magnitude. In fact, another auto-shop re-inspected it and told us the sensors are in place and intact. So the dealer attempted to defraud us by showing us a broken sensor from another car entirely. All four sensors in the auto are just fine. I consider this experience a serious breakdown of customer trust. The combination of extraordinary proposed charges, the disputed explanation about a recently installed oxygen sensor, and the advisor's conduct raises legitimate concerns about transparency and ethical business practices. I strongly advise other Infiniti owners to obtain the diagnostic trouble codes, request written documentation of all findings, preserve any recently replaced parts where possible, and seek an independent second opinion before authorizing major repairs. I also urge Passport Infiniti management to investigate this incident, review the diagnostic findings and handling of the oxygen sensor, and address the conduct of the service advisor. Customers deserve accountability, honest explanations, and professional treatment. Based on my experience, I would be extremely hesitant to return to this service department or recommend it to others without meaningful answers to these concerns.

Infiniti has had my vehicle in and out of their dealerships since 2024 for the same unresolved gasoline smell. I’ve reported it 5+ times. In April 2026, I was told my car was fine. By August, they claimed it needed $8,000+ in repairs—after it was just 3,000 miles outside warranty. They offered $450 and stopped communicating. After 6+ weeks, I picked up a car with a dead battery, unresolved fuel-system issues, and no fuel showing on the gauge. I am asking Infiniti to take responsibility and make this right. If you’ve had a similar experience with Infiniti, please share this post, tag Infiniti, and tell me about your experience. Consumers deserve to know how repeated service concerns are being handled. I have years of service records documenting this issue, and I’m not going away until I receive a resolution.

The problem is not the car itself. We love our 2025 QX60. The problem is that Nissan has given up operating Infiniti as a luxury brand. No 24 hour customer service. Dealerships disappearing. A MyInfiniti app that grows more nonsensical and unintuitive with each update. For example, the single most used function on the app, find my car, is now nowhere to be found on the app. We spent nearly $80k for a luxury car from a luxury car maker, and now we have an expensive Nissan that can only be serviced at a local Jeep dealer.

I purchased a 2026 QX60 on 06/26/2026.. the vehicle went into the shop 5 weeks later. Multiple dash lights were on, AWD disabled, Anti lock brakes disabled, parking sensors disabled and check engine light on for emissions. Vehicle was in the shop for 5 days, dealership could not find the problem. Two weeks later vehicle would not start, infinity’s road service came out and said the battery was fine. Vehicle was towed to the dealership and I had to Uber home! This is a brand new so called luxury vehicle with 1,704 miles on it. 2nd visit to the shop for another 5 days. I contact consumer support and request a buy back for an unsafe, unreliable vehicle. There response was.. “We’re unable to buy back this vehicle at this time” where is the customer service? Where is the quality control? Do yourself a favor and stay away from this company!

Infiniti cars and customer service are terrible. They don’t know how to build cars that withstand rain, so mine flooded. I was a loyal customer and paid off my loan several years ago. The company has taken over 15 days to resend a lost lien release letter for a lost title. When they resent it, it was sent from Nissan, not Infiniti, and of course DMV would not accept it. Dmv offered to take a statement that the company is the same, Infiniti wont send it. I have called and emailed your local, financial, and consumer services. They have offered no resolution. Customers cannot trust your cars and customer service. Your cars and customer service are terrible. You don’t know how to build cars that withstand rain, so mine flooded. I was a loyal customer and paid off my loan several years ago. Your company has taken over 15 days to resend a lost lien release letter for a lost title. When they sent it, it was sent from Nissan, not Infiniti, and of course DMV would not accept it. I have called and emailed local, financial, and consumer services. They have offered no resolution. Customers cannot trust your cars and customer service. No stars

Infiniti does not honor their factory warranty. Because the knew I was close to end of the warranty period, they played games and avoided the repairs on my 2020 qx60 until the warranty was up. Despite the fact I started complaining about the issue while u see warranty, they won’t cover the repair now that it’s confirmed there repair is required. This was regarding the transfer case.

A little over A year ago, but I my wife and I purchased a new qx60 after previously leasing two others.the end in engine has degraded significantly over that time. There is clearly an issue with acceleration and deceleration. My wife and I feel unsafe driving this car. The car has been in for service 3 times twice with the dealer looking at it and once work a master technician. Each time we are told that there are no codes and that its performing normally, and yet we still feel incredibly unsafe. The tech and service adviser both went on a road test with us and told us that it didn't feel right and told us to contact consumer affairs. We had a 26 MY as a loaner that drove much better and the service adviser said that there were engine issues work the 25 that were fixed. And Infiniti continues to deny that it has issues. Everyone that drives the car or rides in the car all say it doesn't feel right. We have friends that considered Infiniti that refuse to look at it now. Also, consumer affairs was a joke to work work as well. I This company is a joke and now we are stuck paying off an underperforming luxury vehicle for 4 more years. Do yourself a favor and stay away.

If I could give zero stars I would. I got a 2026 QX60, and I’m horrified! They wrecked what used to be a great car! I had a 2019 and couldn’t have been happier, decided to upgrade, little did I know they changed the entire model for the worst! What used to be a smooth, quiet ride is now loud (sounds like you’re on a motorcycle!), terribly unsmooth ride, with the car constantly jerking forward. I brought it in for service only to be told, “That jerking forward is just how the engine runs!” The infotainment system is awful! It’s very glitchy and many times, there’s no sound on the radio, your phone will disconnect by itself from the system (after having been paired over and over), the google service will say, “Can’t connect,” etc. WHAT A HORRIBLE CAR, and the worst part is it’s expensive and supposedly a luxury car. More like a nightmare!