-
October 2024 by Ms. Jones
Worst experience I've ever had!
I'm a long standing Infiniti loyal customer and never have I been treated so poorly.
My car was totaled early last week unfortunately. I visited this location Friday with the intent to buy. I expressed this to my sales agent, Stephanie and the manager Joe V. But neither followed up with me, not even after I left them both voicemail messages. A customer service rep named Joe assured me he would follow-up after sending me a survey, but also failed to do so. Eventually Stephanie called back but asked me about other cars and then said she'd get back to me on the car I was interested in but never did again!
Today I called again and this time I was helped by another manager, Shelby. She informed me the vehicle I initially inquired about and had been waiting to hear back about had already been sold. This was surprising since I was told the car still needed to be inspected and detailed, although it was listed on the site as Certified Pre-Owned. When I test drove the vehicle on Friday it was filthy and they said they had just acquired it 3 days prior. But it would be inspected and and cleaned.
Needless to say, I will not be back and plan will be sharing my experience with others as well.
-
September 2024 by JAY T
Nice sales. Help you find everything for you. He will try everything to find the right car for you.
-
September 2024 by Nancy Trexler
This is the absolute worst place to get your vehicle serviced! I dropped my vehicle off to get a diagnosis December 12 of 2023. I received a call from Sammy the service consultant on December 12. He told me that I needed to come in and so I did upon arrival. He took me to the mechanic area and show me that my vehicle needed a timing chain and at that time there were at least three other vehicles in line before me that also we’re getting a timing chain replaced. He walked me through the back of the dealership where there were a ton of cars that he explained were not being service because no one had put down a deposit. He told me that if I wanted to speed this process I needed to give a deposit to be exact a deposit of $2000 I told him I had never heard of this before, because I’ve always gotten my car serviced at the Infiniti of Novi. And he told me oh we are Suburban in Infiniti. We do things a little different. He assured me that if I had given him a $2000 that I would have my car back in my possession within 30 to 45 days at the time he made a joke about my Gucci purse that I was wearing and said you know you have it I see what kind of a bag you’re wearing and my response to him was it has nothing to do with my bag that I am wearing and he casually laughed it off and said he was just joking but insisted that I bring back the $2000 so that my vehicle can get in line for service and so I did. I went directly across the street to Walmart. And with Drew $2000 from Michigan and brought it directly back to him he told me that because I wasn’t paying him for he couldn’t give me a itemized receipt, but I wasn’t going to leave without some type of receipt so he typed me up a letter I had made a deposit for $2000, and that my balance will $5750 .00 I trusted him because I had no not to .this is surburban Infiniti and hey, maybe this is how they do things here. I was not given a loaner at that time. And I was driving a rental in which I was paying. $560 a week for . He told me that he would call me the put me in a loaner but I never received that call. I reached out to him. And he was unavailable so that is when I started working With Leo. I ask Leo when was Sammy going to return, and he told me that his office had been cleared out and he was not certain if Sami would be returning .
To make a long story short, Sammy took off with my $2000 And left I came into the dealership and spoke with the service manager at the time Amir. Where he explained to me that Sammy had done this with quite a few. other clients Before he took off. Amir then asked me. Leo did call Sammy directly. And Sammy did tell him that I did give him $2000 and what my balance will be moving forward. Fast forward to April. I was told my vehicle was ready. But my vehicle was put back together with double sided tape they had to replace my fender flares send them to get custom painted and now let’s fast forward till September fourth 2024 I pick my vehicle up from service and on September 6, 2020 my vehicle, turned off while I was driving on the freeway, and thankfully, I I was able to get to the right shoulder and my car did restart, but will not drive over 5 mph. This is the exact same reason I drop my vehicle off for service and here I am nine months after they have had my vehicle I am experiencing the exact same problem
-
September 2024 by Lucy Payne
Customer service begins at the front door!! Great customer service by Leo and Ian. They do a great job at listening and work very hard to resolve your concerns, especially Leo is a very hard and respectful worker! I hope the Infiniti work on keeping them both in the areas. My pass experiences was not a good one.
-
September 2024 by ivn
Terrible experience, purchased a vehicle from them a couple months ago with sales agent Ashraful promising free oil changes, drove to my appointment and they straight up lied to my face stating they dont do that, that was one of the key points in purchasing the car very disappointed, I drove all the way there, wasted my day, STAY AWAY a lot of lies and DECEITFUL!!
-
September 2024 by David Nathanson
This xfinity dealer worked only because of the gritty, determined, tenacious efforts by Emery Northington, the sales manager. Hy issue ws the navigation assistant in my Q50 2022. It took two months to find the problem but the fixing of the problem was only accomplished because of Emery's input
-
September 2024 by Devin White
Spent a lot of money doing a bunch of the recommended preventative maintenance before a long trip. Splurged a bit. Car ran perfect for years prior. Came back with transmission issues and a bunch of other issues that have never gone away since. Might have to get a new car because of these greedy incompetent people.
-
September 2024 by Charles Middleton
Very professional and courteous service!
-
September 2024 by Yazan E
Staff are friendly and welcoming. Good experience overall. However, it appears they forgot to update the next service info on my windshield.
-
August 2024 by Bonika Singleton
I recently purchased a QX60 and had a great experience with Emery and Dino. However, in the last few weeks, I have experienced horrible customer service from the service department.
The battery in my truck died on Friday, July 12th. I reached out to roadside assistance through the app and received prompt and adequate service. My truck was towed to the dealership where it was serviced. I was told to pick up my vehicle on Monday, July 15th, and reassured that it was ready. However, when I arrived, Leo handed me my truck with all the dashboard lights on. He told me it was normal and that I could take it. I protested and left my truck there, only to be told the next day that the battery had died again.
My truck was at the dealership for five days before I received a call from the service department. Each day, I called for a status update on my vehicle and was told they had no loaners because they were selling them as fast as they came in. The service I experienced was extremely poor.
Shawn, the manager in the service department, told me to let my truck sit idle for six hours for the auto on/off switch to reboot. I have had my truck since July 19th, and it still has not rebooted. I have called and left several voicemails and spoken with Leo, who told me he would have Shawn call me, but to no avail.
To top it all off, my car displayed a “WARNING, System Malfunction” message today, July 29, 2024. I spoke to Leo again, who told me that no one was available to service my car and that it would be sitting because they were focusing on oil changes. I bought my car on January 25, 2024, drove it off the showroom floor, and have had more problems getting things done correctly. This is horrible service.
-
August 2024 by Mike Stevens
Service advisor. Leo Carr was very professional and courteous, and went out of his way to provide a vehicle for me to use for the day while mine is being repaired.
-
July 2024 by Tom George
Jeff is the best service advisor I've ever dealt with at any dealer. He was very informative and helpful, great customer service.
Follow up review: Here we are, 5 years later, and it's obvious this dealership has really gone down hill. I had an appt last Thursday for an oil change. I received both a text and an email confirmation in the morning. I drove to the dealer and my wife followed in her car to pick me up. When I get there the service advisor says due to a big cyber attack a few days ago, they can't service any vehicles. He said they called everyone who had an appt to let them know. I told him I didn't get a call, and he said they must not have my phone number. Of course you have my phone number, you just sent a text reminder to me an hour ago! The service advisor had the personality of a doorknob and just didn't care. No service manager and no general manager were on site. We drove 2 vehicles to the dealership for nothing, what a waste of time. Time to look for a new Infiniti dealer.
-
July 2024 by Jo Harris
Excellent service and assistance from Gary Davis through the purchase process, and afterwards helping me learn about the operation of the car. He is s valuable asset to your dealership!
-
June 2024 by Kyle Fawaz
Richie was prompt, professional, and patient. I am completely unfamiliar with Infiniti but I bought a recently bought a used Q50 from a 3rd party. I drove a little out of the way to come to this Suburban to have it inspected. I've had good experiences with Suburbans here in the past. Once again I was treated with 5 star service! Thank you!
-
June 2024 by John Ransom
I purchased my Infiniti from the dealership in September 1923. Last week, I was traveling and had a flat tire that needed to be changed. Here it is a week later, and the tire pressure monitoring system would not automatically reset, so I took it to the dealership as the warning light indicated. In talking with the service tech, he said “since the dealership didn’t get paid for replacing the tire“, we would have to charge you to reset the warning light.
Last year when I bought the car, there were numerous issues during the purchase process. I should’ve listened to my gut and canceled the entire transaction.
So, if you are looking for a dealership, that is concerned with their bottom line and not providing customer service, then this is the place to shop.
