Infiniti Cars review: Lease Infiniti QX60

Good day,

My wife and I spoke with multiple people at Infiniti consumer affairs including Ciara, Joanna, Vonetta and finally, Ada, who was the most unprofessional. We have also had contentious communication and experiences with Kings Infiniti who were rude and dismissive to my wife.

We want it noted that to this point, we have not been supported as customers. We have never had to pay for this much money out of our own pockets for a lease, over $5,000, for brakes and a transmission because we were told it was not covered through some glitch that was found by Kings Infiniti. Kings Infiniti also advised us that we should pay for new tires which we declined as the lease was coming to close.

This is a leased car which we returned last month after having another unpleasant experience with the leasing company, X-Finity on Staten Island, which also did not support us and stopped returning our calls so we couldn’t go through them to return the lease. This vehicle has incurred costs that should not have been exercised in this short amount of time and was paid without any help from Infiniti. We have been made to feel like there was no partnership and that we were simply targets for Infiniti to hit financially in this post-pandemic culture of raised prices and lack of courtesy and professionalism. We anticipate more problems from Infiniti with the return of our lease, despite the car being in good condition as we have taken pictures to note the state the car was in when we returned it. To date, the pattern has been, we need service/ support, Infiniti finds a reason, as benign of a reason as possible, to take advantage of us financially. At Kings, we were told that if we leased another vehicle, they would help us with costs. We would never lease again with Infiniti after this experience. They would only help us with costs that should not have been, if we gave them more money for a new lease.

I explained to Infiniti Consumer Affairs, as well as their corporate office, that we would like to follow up with someone by phone to review me and my wife’s previous interactions with the Infiniti staff so as to officially note the inappropriateness with which we hav been handled and treated. That phone call has still yet to come months later.

In another example of unsupportive behavior from Kings Infiniti, we had the car towed twice, at our own expense, because it would not start in the driveway. When the vehicle arrived to Kings, they said they could not find anything wrong with the car and it was starting up fine on their lot. It was returned to us and, once again, gave us the same problem and was towed, once again. Mind you, we have two children, ages 2 and 5, who were getting into the car at 7:00 AM in the winter cold to go to daycare and pre-k, and they were displaced and shuffled around time and time again while we made accommodations for transportation as the car sat in the driveway. It was I who diagnosed the problem having gone online and spent hours researching to find out that the way the engine in this car is built, the gas rushes to the front of the car when it is on a declined angle in a driveway like ours. Don’t you think car professionals, specifically those at an Infiniti dealership would know this information and be able to suggest it as the issue? Nope. Instead we were met with arrogance, indifference and oppositional demeanors when we needed support.

In another example, my children and wife stalled while driving this winter and waited over an hour in a cold car because the transmission went. We have been leasing cars for 25 years, and never has a transmission (and brakes) had to be replaced in under 3 years on a brand new car. Again, Infiniti dodged and accountability and support to help us with the cost of repairs… unless we agreed to lease again with them.

We spoke with a Case Manager at Infiniti, Ada, who was extremely rude, unsupportive and, whose voice grew increasingly louder during the course of the conversation. She hung up on me and prefaced the egregious act with the excuse of my raising my voice which was not true. She did consistently cut us off and talk above us which made it necessary for me to speak louder so as to get her to stop cutting me off. My wife and I recorded the conversation and would like to make a formal complaint against Ada. We asked to have somebody call me regarding making a formal complaint and sharing our recording with someone. This was over a month ago and nobody has gotten back to us.

I am a middle school principal in Brooklyn and my wife is a middle school teacher on Staten Island. We know how to speak with people, stakeholders if you will, professionally and with respect. We also have shared our experiences with Infiniti with our community and to continue to put it out there on social media as we are devastated by the past three years with Infiniti. We have leased from Jeep, Volkswagen, Lincoln, Subaru and Nissan over the years and never had issues like this with Infiniti.

We have had unsatisfactory responses with everyone in the Infiniti ladder of referral from day one. The history of this car and the problems we’ve endured during its lease is long and painful.

In addition to my request to make a formal complaint, which still has not been addressed, we still have our original issue unresurrected. As a result of Ada’s incompetence and lack of interest in helping us, leading to her prematurely terminating the phone call after talking above us and disregarding us multiple times, as indicated in the recording, our concern still exists and is now further compromised with delays. 

Please guide us to a formal complaint and please help us with recouping our money and protecting us from more outlandish charges that we anticipate coming from the returned lease, which was in mint condition when it left us.

We have been inconvenienced and unsupported from day one of our lease and every single time we’ve sought support by contacting Infiniti, the problems have gotten worse.