Kelly INFINITI - Service Center

Wheel repair I called to make an appointment at Kelly Infiniti Service sometime during the end of July to have two wheels refinished and to report a clicking noise I called to make an appointment at Kelly Infiniti Service sometime during the end of July to have two wheels refinished and to report a clicking noise my 2016 Q50 Red Sport was making. I spoke with Adam who told me they were booking out until August 7th. I thought that was unusually long, but suddenly remembered that Kelly Infiniti decided to penalize its Infiniti Customers by merging a closed Nissan Dealership and all of its clientele in an already small dealership. On August 7th I arrived at the dealer and dropped my vehicle off. I got into my loaner vehicle which was a 2017 QX50. The second I turned the corner onto RT-114 the gas light came on, to my surprise the fuel tank was completely empty. That in my eyes, is completely and totally unacceptable, however I fueled the car up and continued home. Does anyone check the cars before they go out?? About a week later Frank Falco contacted me and informed me that three out of my four wheels were bent and needed to be straightened. After three days it was determined that the Kelly Body Shop would be able to straighten them, and that the noise I was hearing was due to the bent wheels. On August 17th I returned to the dealer to retrieve my vehicle. I picked my vehicle up and returned directly home with it. To give you an idea, my vehicle is covered, garaged, and has 8,500 miles on it, in other words the car is babied and well taken care of. The very next day when I went to uncover it to clean the interior, I discovered that the lower lip of my front bumper had sustained damage. I also noticed damage on the part of the bumper by the license plate frame had little striation marks on it that where going left to right. These markings would indicate that the car sustained the damage at a low speed while turning. I immediately called the dealership and was told to come in the very next day. Prior to arriving at the dealer I fielded about 4 phone calls from Kelly Infiniti, the most comical being from Matt Shafman, assuring me that this was not a cover up. I live approximately 20 minutes from the dealership but still they needed to call me during my entire ride up. I wish I had an ability to attach photographs so I could illustrate that their was no way possible to not know that the car had hit something. I arrived at the dealership where I was met by Matt Shafman, the Service Manager. Matt looked at the vehicle and came up with about 3 or 4 different theories of how this happened. First it was "someone must have passed by and clipped it with a tire", then it was "someone maybe hit a parking post", and then of course it turned to me, "maybe you hit something on your way home". In other words Matt was accusing me of being dishonest and questioning my integrity. None the less Matt vowed that he would "make it right". They took possession of my vehicle and gave me a QX70 as a loaner. This one actually had fuel, but whoever used this vehicle before me was a smoker. As a non smoker It was not pleasant driving around in an ash tray for three weeks, totally unprofessional. Prior to leaving the dealer the service advisor tells me "ok well we will call you when the car is ready, its at the mercy of the body shop". I can't imagine telling someone that, ESPECIALLY after this damage occurred on their watch. How about you put my vehicle at the top of the list and ensure it is done right away considering it was their error and not mine. Not to mention all of the negative experiences I have had their in recent months that Matt Shafman was aware of. Kelly Infiniti already promised me a free detail for my last negative experience so they already owed me that. Also, prior to leaving Matt asked me not to give them a negative survey as it directly effects the dealership. Keep reading, you will be in for a good laugh. My vehicle stayed at Kelly Infiniti for weeks after. I was told by Matt Shafman that I would be hearing from him in the next week. Instead Frank Falco called me and told me the car was still not ready because they wanted to make it perfect. The following week I got a call from Matt saying the body shop did not fix my car correctly so he sent it right back to be done correctly. Why it wasn't done correctly the first time is completely and totally unconscionable. A week later Matt calls me again after I placed a call to Lisa Avola in an attempt to get some answers as Matt was not meeting my standards. Lisa called me back and assured me that she would take care of me and make this right. On Friday, August 31st, Lisa Avola contacted me and informed me that the car was still not ready but that it should be finished sometime in the next week. The following week I was contacted my Matt Shafman who tells me that he had to send my car back again because of a blemish he found in the paint. Can this dealer get anything right? At this point I am furious, the body shop messes up twice in two separate attempts to fix my vehicle. Finally, today on September 7th, Matt calls me and tells me the car is done. He apologizes that the outside is unable to be washed due to the fresh paint, but tells me "we will do the best we can on the interior". UNACCEPTABLE, these people have my car for a month and do not even have the decency to give the interior a good cleaning and instead give me a BS answer of "we will do the best we can". Matt also informs me that he wanted to fill up my fuel tank and asked if I put in regular or premium. Right on the fuel door it says "premium fuel only", aren't these people supposed to know what kind of fuel is put in? Even if for some crazy reason I did use regular fuel the least they could do it put premium in. It is also to noted that I had approximately a half tank of gas so it wasn't like they gave me a full tank, they simply topped it off. Upon arriving to the dealer I met with Matt who I inspected my vehicle with. The paint looked fine and I did a walk around of my vehicle. Lesson learned, I will never take possession of my car after a service appointment without doing an extensive walk around. When I entered the vehicle's interior cabin it was EXACTLY how I left it. They never even ran a vacuum over the mats. I even discovered a small grease mark by my passenger side kick plate. Matt informed me that he filled up my gas tank and handed me the keys. He apologized and said call us if you need anything. Next time Matt do me the favor and just give me the middle finger when I'm leaving. Call us if you need anything??? Take my car for one months time, damage it in the process, and then take 3 weeks to fix it incorrectly SEVERAL times. I will never be back and I will certainly not be calling you if I ever need anything. I will not even be back to use my tire and wheel package that was already paid for. I would rather pay full price for a new rim or wheel than have these people ever touch my car again. I hope someone from the dealer is reading this, I WILL NEVER BE BACK. As you can read above, I am extremely upset by this. This is the fourth time my fiancé and I have had a negative experience at the Kelly Infiniti Service Dept. What is even more confusing was the entire time I kept hearing "we will take care of you and make this right". Today I was hoping to be greeted by Lisa Avola, and was fully expecting to receive something for my troubles. Remember, this was over the repair of three wheels which took over a month to fix and over a week and a half to schedule. If they think a half tank of gas "makes it right" after what I had to deal with then they are even crazier than I thought. I cannot wait to get my survey, assuming they send me one. Last few visits I have had they did not send me one because I am not afraid to voice my opinion. Imagine going through all of this and then the manager has the nerve to tell me not to write a negative survey, unbelievable. If I do not receive a survey I will be contacting Infiniti Customer Service to report this suspicious practice. If the dealership wanted to make this right they could have started by fixing the small, quarter size dent, I had in my back door, and detailed the interior of the vehicle. Considering they had my vehicle for the entire month, they could have helped with the payment considering I paid my premium to drive around in a smoked out car and the other that had no gas. The fact that NOTHING was even offered to me is mind blowing. You people are the furthest thing from professional, every chance I get I will be passing this story along. You just lost a customer of 14 years, thanks for treating me and my fiancé so poorly. More

Second to none Kelly Infiniti service was fast and accommodating....the service team (Dave) went out of his way to make sure I was satisfied. Can’t wait to go back! Kelly Infiniti service was fast and accommodating....the service team (Dave) went out of his way to make sure I was satisfied. Can’t wait to go back!! More

!!!! Not happy !!!! When I started coming at Kelly Infiniti I really love it great costumer service and fast service I lease 2 cars both Q50 The reason that I'm not When I started coming at Kelly Infiniti I really love it great costumer service and fast service I lease 2 cars both Q50 The reason that I'm not happy Before the last service I had to wait at least 3 hours for a oil change which I don't think that's fair my car was parked outside for while and I had to tell the person that was helping me to get me going he didn't even have an idea that the car is outside I had to wait one more hour for no reason and asked him again I have to go please finish your paperwork please again he's ok let me check I told him that the car is outside finally half an hour after that I got my keys pay and got out of there I didn't want to come back there because of this reason. I had a recall for one of my cars and I decided to choose Kelly Infiniti again I asked if I can have a car to go back to work they said definitely I left work for an hour so I can drop the car and again the person the assisted me told me the unfortunately we don't have any car available is anyway you can come tomorrow I had to put all my personal stuff back that I took out and I said I'm disappointed but that's fine I went the next day ready to drop my car and they told me that your car doesn't have a recall hhmm very interesting after asking why they left me an appointment if I don't have a recall I mentioned I have 2 Infiniti's maybe is the other one and they said ohh yeah is the other one mad again I said okey great let me go get the other car and bring it the answer was ohh unfortunately we can't give cars on Friday!!! Really after I came 20 times there and wastes so many hours that's the answer u got and the end they said bring the car and we will give you one which I did 3 days after I got a call that my car is all set oil change the recall but I can't do the inspection sticker because the wipers are not in a good condition really??? The car is new and I know I didn't need new wipers I said don't do the inspection then I will do it at another place he's like never mind it I will give u a discount I'm like thank you so much I went drop off the car and got my car thanked everyone when I got close to my car 1 was not washed 2 I'm not an idiot the wipers were the same not change !!! I apologize for my complaint I don't mean to get anyone in trouble I'm not doing this to get any discount or anything free I just wanted to express my thoughts I'm not walking in that place anymore and I can't wait to finish my lease The only person I have so much respect is Dave from service he left and I heard that he came back he just amazing guy that all Sorry and thank you More

Kelly Infiniti car service experience Pete in service was very helpful and courteous. Car was serviced faster than expected, which was great. I would ask for Pete the next time I need se Pete in service was very helpful and courteous. Car was serviced faster than expected, which was great. I would ask for Pete the next time I need service. More

The service department is not organized I have had my car for almost 3 years and almost dread every time I need to bring it in for service. They are disorganized and never seem to have a loa I have had my car for almost 3 years and almost dread every time I need to bring it in for service. They are disorganized and never seem to have a loaner car available. This last visit I called said my visor was broken and he said you need a replacement. I was told he would order part, have loaner ready but I needed to wait 2 weeks. Inconvenient but understandable. I came in and the part wasn’t there, no loaner vehicle. Frustrated Ryan was able to get the part and do it in an hour which I was grateful for. Waiting for my car I see it’s pulled up but yet no one came to get me. I finally go to my car and there is a white mark on my drivers door. I suggest if you buy an Infiniti go to a different company for service. This is not the only time I have been left frustrated with service at this location. More

Too long Appeared at 9:45 for a 10 am appointment. New employee being trained took 1/2 hour to log me in then til 11:45 to finish. Appeared at 9:45 for a 10 am appointment. New employee being trained took 1/2 hour to log me in then til 11:45 to finish. More

Service visit I took my car in for a scheduled oil change and to diagnose a clicking noise. My car was not looked at until 3 days later. I was not called and had to I took my car in for a scheduled oil change and to diagnose a clicking noise. My car was not looked at until 3 days later. I was not called and had to keep calling to find out what was going on with my car. Very frustrating and inconvenient as I had plans to go away that weekend and my 2 infant car seats were in my car. I have brought my car here in the past when it was Kelly infinity and never had an experience like this. I should not have to keep calling to check on my car and what's the point of scheduling an appointment if they are not going to look at my car during that time. More