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November 2023 by MayrM11 M
Very very great experience over there at Infiniti of cool springs. Staff were very very friendly and positive. Thank you to keny, Johnathan, glint and Nathan. 1000% recommend this place and those wonderful staff. They are very knowledgeable and are open to listen to deals and were able to give me a wonderful deal. Which I really appreciate!!!Thank you so much!!!!
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November 2023 by Anne Steward
Great communication! Does exactly as requested! Very clean and an excellent service advisor! Thank you for such amazing service!I drove from Birmingham, AL because I had heard great things! And it’s all true!
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November 2023 by Crystal Tosh
I had the best experience purchasing a new car with Brenda Shelly, Glenn Burks and Keith Ertell. I took my 2019 in for service and walked away in the car I’ve wanted for over a year. The entire experience was relaxed and fun. These guys made a believer out of me. I didn’t think it was possible to get what I wanted for my trade and the numbers right on the new 2024 but they made it happen. I’m a loyal customer now and will for sure come back for my next Infiniti
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November 2023 by Lane McIntosh
Exceptional! Everyone was so kind and helpful. Josh heard what I wanted and helped me find the perfect vehicle to meet my needs. He then found options that I had not considered to expand my selection.
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October 2023 by Detrick Osler
I have a family member who purchased a vehicle from the INFINITI of Cool Springs in Franklin Tn. She asked me to assist her with an issue she is having after purchasing a brand new 2023 Qx60 suv.After a week of driving the car. She noticed that her driver side mirror was shaking very badly that she could not even see the cars behind her clearly. So she made appointment to take suv back to the dealership. They told her they would look and see what was wrong. They gave her a vehicle to drive in the meantime. When they called her back saying it was fixed and she could come pick up. She test drove again. Mirror was still shaking.So she has taken vehicle back a total of 4 times in less than 30 days for the same issue. (Key statement here for lemon laws)Now on the 3rd time she was advised that it was an known issue on some of these vehicles and it could not actually be fixed. That’s when she asked me to go to dealership with her. Because we believe then they should have just allowed her to pick a new vehicle out that does not have this defect that was already known by the manufacturer and the dealership that sold her the car “Infiniti of Cool Springs “So we get there and my question to them is why have you not just allowed her to pick out a new suv since you knew this was a known issue and can’t be fixed.The answer we received is as follows. “They can’t just give her a new suv. She has to get approval from infinity consumer affairs to buy back vehicle from dealership”. Now comes the part about the number of times. It has to have minimum of 4 service requests for the same problem before they can even think about approving a buyback.So now back to the (4 services request). She has 4 separate loaner car receipts when we return to dealerships but only 2 service request and one request only stated a “multiple point inspection was done”. So of course the request for buy back was denied, which we did not find out that they had even reviewed or even made the decision to deny the buyback till we got to dealership.So the service manager proceeded to advise us she will not correct the service request unless she takes possession of vehicle. We refuse to take possession of a unsafe vehicle that you all know is unsafe for her to drive.“Infiniti of Cool Springs “ sold a 2023 Qx60 lemon and is refusing to make my family member whole on a contract . Listed below is all the people we have spoken to. Now granted when I spoke to the general manager (Ian Henson) he proceeded to tell her that she could purchase another vehicle and they would take the depreciation from current vehicle and add to new vehicle. needless to say after my reply to that I was put out of his office.They refused to give me his manger name or the owner of the store. I Was told repeatedly that he was the only person I was going to be able to speak to.To this date it has not been a resolution to this matter. I am asking for help in this matter in anyway. I have even spoken to another dealership cause I had a similar issue when I purchased my truck. Was advised that all they have to do is work with bank void contracts out. Then put her in another truck that does not have the defect. Now they as the dealership might take a hit on the car but it’s their defective product so they should take that hit.INFINITI of Cool SpringsRobynn Gentile ( service manager )Ian Henson ( general manager )Chad Haggard ( sales person )I am asking for this to be spread about on Facebook to as many people as possible until she gets an acceptable resolution to this problem. This is totally unfair and unacceptable.
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October 2023 by Carla Joseph
This is the best vehicle purchase experience I've ever had. The car that I originally wanted to purchase was sold before I arrived. My sales consultation Josh B. was the absolute best. He found the vehicle that fit all my needs plus some. The finance department was amazing as well. The entire experience was stress free and I will definitely recommend Infiniti of Cool Springs if you are in the market for a vehicle. Best customer service experience I have ever had.
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October 2023 by Nic S.
I had one of the best car buying experiences at Infiniti of Cool Springs. Josh our salesman was very knowledgeable and helpful. He took the time to go through the car with us. The financing portion of the transaction was quick and easy. The entire process took about an hour. We love our new car!! Thank you
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September 2023 by MzAmy Bone
Jay Garner was absolutely amazing! He listened to everything that I said and asked for regarding my service appointment. He not only got my vehicle an in depth inspection, he took time and researched the history of my vehicle since I didn’t purchase my QX 80 at that actual dealership. He even made sure that I had a ride to and from work. I was very impressed by his knowledge and professionalism and I will be back for more service in the future.
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September 2023 by Jeff Cole
Buyer beware. These folks may try and bend you over. Definitely be aware if dealing with their maintenance dept, specifically the mgr Robyn. They quoted me 40k for an engine replacement. I said that sounds high, and they assured me it was accurate. Claim was denied by the warranty provider, and Infiniti told me I would have to pay out of pocket. It was not until I threatened to get an attorney involved that they very quickly told me that the initial repair quote was an error and then provided a corrected quote which was less than half of the initial quote. Imagine if I hadn’t pushed back, or how many other folks they may have done this to that didn’t threaten recourse. Sad world we live in.
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September 2023 by Robyn H.
Has such a good experience with Glen and Tabatha! Got the vehicle we wanted and were so lucky to have these two for our transaction! They made everything perfect! Glen is a wealth of knowledge when it comes to the infinity brand. We were so grateful to be fully informed when making this decision.
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September 2023 by Rochelle Cox Cox
I recently purchased my dream vehicle; an Infinity QX80, from Infinity of Cool Springs. Van Hayes was the representative that assisted me during my purchase. My experience was one of the best car purchase experiences ever. Very professional, extremely knowledgeable and excellent, excellent, excellent communication are all descriptive of my sales person and the dealership team. All of my concerns were addressed in a timely manner. I am very satisfied with my purchase. I, without hesitation, would recommend Cool Springs Infinity of Franklin, TN to anyone searching for a quality vehicle. Ask for Mr. Van Hayes at Infinity of Cool Springs, Franklin, TN.
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September 2023 by Michelle Foreman
Just prior to leaving my car, I was told that communication would occur via text message. Imagine my frustration when the representative did not respond to any of my questions. I got the impression that the representatives either did not know what was going on with my car and/or didn’t really care to find out (I was told there were no issues with tire pressure or windshield wiper fluid, but it appears that is not the case-they are both still either leaking or there is something wrong with the instrument panel). I was not able to pick my car up during their normal business hours and ask about alternative methods, but the representative I spoke with was not helpful. I was having to rent a car, I needed to avoid any unnecessary charges. When I asked the service representative if they had after hours pick up or could they possibly leave my key in my car, I was told that any loss or damage would be “on me” (just not helpful at all). When I told the representative that was probably not the best thing to tell a customer who had just dropped thousands of dollars on a repair, I was transferred over to the service desk. The transfer was obviously not “warm”, and the representative who answered my call immediately asked for my credit card number. When I ask for some communication in regards to what services had actually been performed, and could we at least discuss them, and would I even be able to pick up my car, things changed. That particular representative was very helpful. Overall, however, my experience was lacking.
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September 2023 by Sophie Zollmann
Great people, great service, great cars and great experience! Best car shopping experience we've had in a long time. They listened to what we wanted, how we wanted to do it and found the perfect car for me to test drive. They made a deal we couldn't refuse and outshined all others.
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September 2023 by Jeremy Howard
Hands down the best I’ve ever been treated at a dealership. We initially had some issues that required discussion and I was about to leave, but Forest stepped in. He was kind and patient. He heard me out and suggested some options giving me the info I needed to make the right decision. I can’t thank him enough! He should be commended in every way. His example should be followed by service advisors across the board. Thank you Forest.
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August 2023 by Jizelle Reid
Purchasing a car can be an intimidating process. You have first to decide what your budget is, and then you decide what type of vehicle you want to drive and what car will fit your needs best. After that, you have to make sure that you do your due diligence and your homework to see which one of the car companies meets all of the criteria that you're looking for and if you're reading this, you are now at the stage of doing your homework. I want to tell you that this is the fifth infinity vehicle I've purchased. What can I say? I love these cars. I prefer SUVs, so I should say I love these SUVs; in all the years I have driven Infiniti, I have never once encountered any issue with the vehicle itself. I have been blessed to have outstanding associates, sales, managers, and maintenance associates help me in my journeys with all of my prior cars. That is why I decided to go and get an Infiniti again; the closest one to me is the Infiniti of Cool Springs in Franklin, Tennessee. I already have a relationship with this dealership because I took my previous vehicle to get serviced there. We recently moved to Nashville, Tennessee, and Infiniti of Cool Springs is the closest dealership to where I live.My QX 50 has been serviced for the past year and a half at the service department. Forest has taken great care of me, and now, with this.QX 60 Forrest will take good care of it! Last week, I had the opportunity to work with a client advisor named Brenda Shelly. She is magnificent and took such great care of me first, ensuring that she met all my needs when selecting the best QX 60 for me. Once we decided on the car on the lot, we drove it. She went over all of the great features that this new vehicle had to offer; the process after that, which to some people is very painstaking, was as smooth as water running over a river rock.Brenda was so professional and knowledgeable, not pushy at all! There were no hidden fees, the sales manager laid out the numbers and explained all the details to me, and their financing department was terrific. Brenda was there from the beginning until the end. The process took less than three hours, and if you've purchased or leased a vehicle before, you would know that under three hours from start to finish is unheard of! Well, I'm here to tell you that at Infiniti of Cool Springs, Brenda Shelly and her entire team are ready to help you get into the Infiniti that best suits your needs, and they will make sure this process will be smooth, easy, and enjoyable! Yes, I said enjoyable!Please call Infiniti of Cool Springs and Brenda Shelly and let them take care of the rest. I am so happy and satisfied! I hope this review helps you purchase your new Infiniti from Brenda! Thank you, Infiniti of Cool Springs and Brenda, for making this a wonderful experience for me!
