Kelly INFINITI

Kelly INFINITI responded

Thank you, Castandre! We’re delighted to hear that Nick and the entire service team continue to provide efficient service and excellent customer care. Knowing that it’s always a pleasure to have your vehicle serviced with us is the highest compliment we could receive. We truly appreciate your trust in Kelly INFINITI and look forward to continuing to provide you with the exceptional service you’ve come to expect. Thank you for being a valued customer!

Kelly INFINITI responded

Thank you for your wonderful review and for being part of the Kelly INFINITI family for the past eight years! It means so much to hear that our team's commitment to customer service and support has made such a lasting impression. Building long-term relationships with our customers is incredibly important to us, and we're honored to have earned your trust over the years. Thank you for your continued loyalty and kind words. We look forward to serving you for many more years to come!

Kelly INFINITI responded

Thank you, Jamie! We’re happy to hear that you consistently enjoy working with our friendly team and find our waiting areas comfortable during your visits. Knowing that you’ve never had a complaint about the service we provide is one of the highest compliments we can receive. We truly appreciate your trust in Kelly INFINITI and look forward to continuing to deliver the exceptional experience you’ve come to expect. Thank you for being a valued customer!

Kelly INFINITI responded

Thank you so much, Carmine! We’re pleased to hear that you consistently receive the kind, fast, and accurate service you deserve. Knowing that our team continues to meet your needs with superior care and attention to detail means so much to us. We truly appreciate your trust in Kelly INFINITI and look forward to providing the same exceptional experience every time you visit. Thank you for being a valued customer!

Kelly INFINITI responded

Thank you, Marcia! We’re thrilled to hear that your recent vehicle purchase at Kelly INFINITI was excellent. Providing a transparent, no-pressure environment is very important to us, and we're glad you felt comfortable throughout the process. It's wonderful to know that the transaction was quick, painless, and easy from start to finish. We truly appreciate your trust in our team and your kind feedback. Congratulations on your new vehicle, and thank you for choosing Kelly INFINITI! We look forward to assisting you again in the future.

Kelly INFINITI responded

Thank you so much for your kind words and continued loyalty! We’re honored that you chose Kelly INFINITI for your third vehicle purchase and that we’ve been able to make the process easy and convenient each time. Providing exceptional customer service is our top priority, and it means so much to hear that your experiences have been so positive. Thank you for your recommendation and for being a valued member of the Kelly INFINITI family. We look forward to helping you for many years to come!

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