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November 2023 by Samantha J.
NEWMy experience with the Orlando Infiniti Service department has been nothing short of a nightmare! Each time I left feeling discriminated against, or I left in tears, got back late to work and was even written up once because I did not make it back to work after going to the service department. On my first visit to the service department I had an issue with oil leaking in the turbo of my 2020 Q50. They agreed to make repairs. I was initially told I could not get a loaner during repairs because I did not have a relationship with Infiniti Orlando. I was confused because I had a power train warranty plus a third party warranty which I'm paying for monthly. They told me to go through the 3rd party to get a rental car. I was upset and did not understand. I requested to speak to the service manager Lee Massersmith. He also said because it was my first visit I could not get a loaner vehicle. (First it was I only had 3rd party warranty, now no relationship) Quick question? How does one establish a relationship in one visit? Needless to say I left upset and gave my experience on google. Lee then called me 3-4 times about the one star review and asked if we could rectify the issues. I explained that I would be happy to give the relationship a chance. He asked me to remove my google review and I agreed. I tried to remove it but was not aware of how to remove it. He called me and said the review is still on asked me to stop by so he he could show me how to remove it. I took time from my day and stopped by sat at his desk and removed the review. While I was there Lee apologized and explained that I had a power train warranty and I should've gotten a loaner all along. So the 3 hours I spent on my first visit upset and in tears should've never happened. Ughhhh. I got my car repaired an when I Picked it up it was full of pollen and leaves up my back window as it had been sitting for 20 days uncovered. I asked about that was and vacuum that was listed on my paperwork and Lee said he would do it next visit. Lee advised me to reach out to him personally so that he can ensure things go smoothly. A couple of months back I was having issues with my battery I reached out to Lee per his request and was told to bring my car in it was toward the end of the day. When I arrived my car was hooked up and I was told by Lee that I needed a new battery which would be around $500. I explain to him that as a mother of two who is single I couldn't afford that much for a battery and ask for my car back. After only about 10 minutes he told me if I didn't get the battery I would have to pay $242 for them hooking it up to the machine and I would have to leave with a damaged battery that could turn off on me. I attempted to reason with Lee an asked for other options as my children were now about to get out of school this is now about an hour and a half in and at the end of the day. I asked him if I could get a loaner vehicle while they repaired it because my kids were about to come home he explained that there were no loaner vehicles available when I saw at least 20 in the parking lot. He said that it was at the end of the month in those cars had to go back whatever that meant. At this point I was in tears and I felt helpless I was forced to take out a loan to get the new battery which I am now paying back over a 12 month period. I was an hour late picking my children up from school which that also cost me. I let Lee know that I was unhappy with that experience and told him I felt forced. I ended up letting it go. On my last and final visit to infiniti Orlando. I reached out to the service department and let them know that my car was due for a service I was going to get a tire rotation and I also wanted them to check out a sound that has been on going. The rep in the service department put me down for a loaner vehicle, She also sent me a loaner vehicle contract. When I arrive to the service department a few days later I was waiting on the paperwork for the loaner vehicle to be done and I saw my car pulling off with my belongings in it
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November 2023 by Randy Bevan
I had a sound in the left front of my car. After they went over the car, we test drove the car with their master mechanic. I don’t believe we will hear this sound again. They were thorough, courteous, and timely. I could not ask for more!!!
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November 2023 by tyrone jordan
we bought a certified qx80 , when we took it for an oil change they told us that the transmission oil need to be changed, the brake fluid flushed, differential oil needed to be changed, and we only had the car for 3 months. you would think they would check all the fluids before they sold the vehicle, and the only reason they didn't say the tires needed to be rotated was because that with the oil change was free
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November 2023 by Chaonaine Garcia
Love my Infinity at Millenia. The service is great from Kevin (who sold me the suv, and comes to say hi every time I service my car), to Angel Chavana that response quickly, DJ, Pedro and Nadia at the customer counter. They are down to earth and so professional. Things are clear in regards to estimates and what you approve or decline, no surprises. The lounge area is always clean, peaceful and there’s a good variety of snacks while you wait. Thank you guys for your excellence.
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November 2023 by Travis Barbee
I brought my 2019 Infiniti QX60 into the service center due to the unexpected failure of my alternator and a slight oil leak coming from somewhere. I spoke with a representative over the phone and she told me that this should be covered under my 6yr/70k mile powertrain warranty. Unfortunately, after speaking with DJ the service advisor it was not covered as it is a wearable item. The alternator was covered in oil which is what caused the failure in the first place from a previous mishap in service from TAKE-5 (do not recommend for any vehicle). So I received an estimate of $1980 to replace the alternator. Here are just a few other items they wanted to charge me for, to clean and reinsert my dipstick $200, rear brake pads and resurface rotors $390, lower front control arms $1717.00, new battery $404 (mine was in the back just needed a charge which i told them about when i dropped it off...it did not happen) brake fluid exchange $200, in-cabin filter $140 which all came out to around $5500 +tax. Huge sticker shock for me so I declined everything and ended up paying only their $200 service fee for just looking it over. The staff was very friendly and the facility was clean but walking through their repair center to get to my vehicle in the back they were playing some extremely questionable rap music (lot of swearing and "N" words) Normally you don't have customers back there and I understand that technicians all agree on music to help them work efficiently i was just taken back a little by it. I get dealerships are going to be very expensive compared to most other repair shops but I was given the impression the warranty would have covered what I was inquiring about or I would have not wasted $200 bringing it up to them. I ended up installing the alternator myself for just over $400. I would like to add a disclaimer, if you are not mechanical inclined DO NOT attempt it as it is an extremely difficult and frustrating job. I gave it 2 stars for the friendly staff that I had the pleasure of speaking with, I'm sure they do great service but I cant speak on their behalf about that. Maybe in the future I'll have a better experience and will update my star rating.
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November 2023 by Sandra Swanson
Sarah is always efficient, kind, knows her customers. She’s great at always being in communication and at making sure her clients are comfortable and well informed. Goran is a fantastic salesman and always follows up to make sure his clients are happy with their car purchase. He’s there even after to check in and see how things are going.
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September 2023 by Leslie Ring
Everything went smoothly and I love my new car. My car salesman, Andrew Munn was also great to work with! Not pushy, but help me go through the process, and we had an enjoyable day!
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September 2023 by Rex Gordon
Great Experience buying from Orlando Infiniti. Quick Process. Goran was the best Sales Rep and just made it quick and easy. We knew what we wanted and he helped us find just the right QX60 for us. And it has been a pleasure to drive ever since. Thank Infiniti and Thanks Goran
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September 2023 by Rhonette Oakwood
My salesman Andrew was amazing! We came in a little late and he was patient, kind, and I didn’t feel pressured at all. He even got more for my trade in than expected. The overall experience was warm and quick! Thank you Andrew!!!
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September 2023 by Len Annetta
I live out of state and purchased from them. Goran worked the numbers with me from a distance so when I got to the dealership all I had to do was test drive. After the test drive there were some things I didn’t love about the car and the service department took care of everything. Incredibly professional group.
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August 2023 by George Morning
My experience as always was wonderful. My service agent Sara is absolutely amazing and exceeded all my expectations. She resolved issues with warranty and ensure my vehicle was repaired and returned to me as promised. If more organizations had a Sara they would have a better company
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August 2023 by Tom Laracuente
The service team at Orlando Infinity is always a pleasure to work with. From the warm greeting upon arrival, excellent communication while my vehicle was being serviced and the quality of work. They understand we have options for service but their customer centric approach is a differentiator!
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August 2023 by Rithy Uong
I was there on vacation, and i needed to have my oil change. I called to book for an appointment, but they have none till next Tuesday. After informed the service man, he was able to schedule it for me the next day. The waiting are was excellent, and the service was awesome. Thank you for your friendly services.
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August 2023 by Janius Perez
Pretty nice experience. Fairly average price for tire rotation and alignment.My advisor was Bayle. She was professional and was very informative.I like that they provide transportation to the mall.
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July 2023 by The Firestones
It was very convenient to have the recall taken care of at our home since we aren’t near the Infiniti dealer in Orlando. Jennifer, the Specialist was friendly, explained everything well and set a convenient appointment. The technician was so nice and efficient.. it was taken care of in no time!
