Passport INFINITI of Alexandria - Service Center

I realized after getting home that I was charged for a service I did not ask for or approve. Please beware of Gary Drummond. If you read all the negative reviews for this location, most of them are be service I did not ask for or approve. Please beware of Gary Drummond. If you read all the negative reviews for this location, most of them are because of him and are about experiences similar to mine below. I've been a loyal, and mostly satisfied customer, for 15 years unitl he became my service manager. In my opinion, Gary Drummond is professional and charming BUT also shady and unethical. This is not the first time he got me. He has made peculiar mistakes in the past, and when I noticed, he just says it was a misunderstanding and apologizes. He relies on the fact that many customers, like me, trust Infiniti and don't closely scrutinize the invoice or don't want to be perceived as "the xxxxxxx" customer. He is very smart and always makes sure he has a plausible excuse or explanation.   In my last visit, I apparently, selected "Tire rotation" by mistake when I booked the appointment online. Shame on me, BUT here is how he took advantage of me this time... 1. Gary Drummond didn't bother to confirm if I wanted the tire rotation, so they rotated my brand new tires. This was despite my not saying anything about wanting this when I spoke to the service rep in person and despite the fact that I told him I just had new tires installed by another Infiniti service shop 3 months ago to be sure their records were in sync. After he typed in the services I told him I wanted, he confirmed them with me. So when and how did the tire rotation get on to the list? 2. The mechanic apparently didn't notice that the tires were brand spanking new and, therefore, had no visible wear. NOT LIKELY!!! 3. Gary Drummond also didn't bother to walk through the invoice with me or even ask if I wanted to review it. In fact, he didn't print it out and hand it to me until after I completed the payment transaction. I realized later, he does this every time. Yes, shame on me for being in a hurry and not asking to review it before paying and leaving. 4. Also, for some mysterious reason, I did not get the customary email with the invoice so I could review it carefully and approve it before paying.  Gary said he didn't know what happened to the email. 5. On top of it all, I discovered after closely reviewing the invoice in detail that there was a $2 charge for "Document Retention"; a $10 charge for "Shop supplies"; and a $7 charge for disposal!! The oil change already cost $93 with parts and labor!  More

I have dealt with Gary for quite some time. He is very efficient and extremely calm. The man always finds a way to meet the customers needs without the stress. I don't encounter this level of customer ser efficient and extremely calm. The man always finds a way to meet the customers needs without the stress. I don't encounter this level of customer service anywhere often enough!! More

Passport Infiniti of Alexandria has always provided me with excellent customer service and car care. Keep up the superb work and great job. with excellent customer service and car care. Keep up the superb work and great job. More