Kelly INFINITI

Kelly INFINITI responded

We are sorry to learn about this, Ron. Please feel free to reach out to us directly at 978-774-1000 so we can look into this further. Thank you.

Kelly INFINITI responded

Thank you, Cam! We’re glad to hear your recent visit went well and that your check-in and check-out experience was professional and courteous. It’s great to know Javien provided attentive and accommodating service throughout your visit. We truly appreciate you choosing Kelly INFINITI and look forward to seeing you again for your future service needs!

Kelly INFINITI responded

Thank you, Mike! We’re so glad to hear that you found our team friendly and helpful and that our dealership provided an organized and enjoyable experience. Your kind words mean a lot to us, and we’re thrilled to know you plan on coming back in the future. We look forward to welcoming you again at Kelly INFINITI!

Kelly INFINITI responded

Dear Alyson, I have read your reviews posted since our last interaction on May 23rd and genuinely wish your experience with us had been a better one. Since your initial visit, I have followed all communications and figures presented during our discussions. I would like to provide some clarification regarding the negotiations. It is always disappointing when we are unable to reach an agreement, especially when a customer has a bottom line target price that I cannot achieve. My job is to find a way to make the numbers work and keep our relationship for years to come. I just could not deliver on this one. The challenge was that the proposal you requested combined several factors that could not realistically be put together...a substantial dealer discount, the large factory rebate, the promotional low-interest financing, and a trade value above market value. Unfortunately, those cannot all be combined. The manufacturer offers customers a choice between the factory rebate or the subsidized low APR financing. The manufacturer uses the rebate funds to reduce the interest rate for programs such as 0% or 1.9%, making it an either-or option. It is also important to note that our discussions were still in the negotiation stage. We were reviewing options, presenting worksheets, and exploring different scenarios to try to reach an agreement. Final documents were not signed at any point. Much of this communication occurred over the phone after your initial visit, and I was happy to allow you an extended test drive so you could determine whether the vehicle fit your needs. I would also like to clarify that there was never a "swap fee," as referenced in your review. No such fee exists. There is a $499 admin fee that we disclose right on the worksheet so maybe that is what you are referring to. All taxes and fees are clearly disclosed. Additionally, any financing rates discussed before a credit application was completed were generic estimates, as final rates cannot be determined until credit is reviewed. We were transparent that, if we pursued the deeper discount needed to approach your target price, we would need to retain financing reserve to help offset the significant loss on the vehicle. In the end, you were willing to move forward using standard financing. However, even with that adjustment, the selling price and amount financed you requested still resulted in a transaction that was not financially feasible for our dealership. My responsibility was to evaluate the entire transaction to get as close as possible to your desired number. I am always willing to be flexible, prioritize volume over profit, and invest in building long-term customer relationships. However, there is a point at which the overall transaction results in a loss the business simply cannot sustain. While we ultimately could not come to terms, I appreciate the opportunity to earn your business and regret that the experience did not meet your expectations. Lisa Avola General Manager Kelly Infiniti

Kelly INFINITI responded

Thank you so much! We’re honored to have earned your trust through five INFINITI vehicles, and it means so much to hear that this has been your best experience yet. We’re delighted that you enjoy our concierge service and that our team continues to provide the level of care and convenience you deserve. Thank you for being part of the Kelly INFINITI family—we truly appreciate your continued support and look forward to serving you for many years to come!

Kelly INFINITI responded

Thank you, Anthony! We’re thrilled to hear that you found our team professional and great to work with. Providing an exceptional experience for our customers is always our goal. We truly appreciate your support and your trust in Kelly INFINITI. We look forward to assisting you again in the future!

Kelly INFINITI responded

Thank you so much for your kind words and for being a longtime Kelly INFINITI customer! We’re thrilled to hear you had another great experience with our team and found the car-buying process accommodating and enjoyable. Your continued loyalty means a lot to us, and we truly appreciate the trust you place in Kelly INFINITI time and time again. Enjoy your new vehicle, and we look forward to helping you with your automotive needs for many years to come!

Kelly INFINITI responded

Thank you for the wonderful review! We’re thrilled to hear you had a great experience and that Mike and Eric made the purchasing process easy and enjoyable. Providing a smooth, stress-free experience is what we strive for, and we're glad they delivered. We truly appreciate your kind words and your trust in Kelly INFINITI. Enjoy your new vehicle, and we look forward to assisting you again in the future!

Kelly INFINITI responded

Chris, Can you give us more information so we can reference your experience? We would really like the opportunity to address and rectify what led to this review. Any feedback is appreciated and usually proves beneficial. Thank you for your time Chris. Lisa Avola General Manager, Kelly INFINITI

Kelly INFINITI responded

Thank you, Caitlin! We’re so glad to hear Mike made your experience helpful, positive, and smooth. It’s great that the extended test drive helped you feel confident in your decision—that’s exactly the kind of experience we want to provide. We truly appreciate you choosing Kelly INFINITI and hope you enjoy your new vehicle!