Edson Trujillo | Page 11

INFINITI of South Bay responded

Thank you for your fantastic 5-star review! We are honored to have worked with you and know your service has been handled by Edson Trujillo for over five years. It’s truly rewarding to hear that the service is consistently impeccable and that we address all your concerns without issue. Building these long-term, trusting relationships is what we strive for every day. We deeply appreciate your loyalty and look forward to continuing to provide you with seamless service here at INFINITI of South Bay! Carlos Robles. Service Manager INFINITI of South Bay

INFINITI of South Bay responded

Thank you for providing us with your valuable feedback regarding your recent service visit. We are very pleased to hear that the work performed was efficient and thorough. That is always our top priority. However, we sincerely apologize that the initial estimate process with Edson was not clearly aligned, causing you to feel uneasy or "shortchanged" during the experience. We understand that transparency in pricing is crucial, and we regret that the communication around the estimate did not meet our high standards, even though the final outcome was favorable. Please know that we take this kind of feedback very seriously. We will be speaking with our Service Advisor team to better understand this specific situation and reinforce the need for precise and upfront communication regarding all cost projections. We appreciate you giving us the chance to earn your business and are thrilled that the quality of the work met your expectations. We look forward to ensuring your next visit is seamless and fully transparent from start to finish. Carlos Robles Service Manager INFINITI of South Bay

INFINITI of South Bay responded

Cheryl, thank you so much for your truly wonderful review! We are absolutely thrilled to hear that you are consistently pleased with the service you receive on your car. It’s especially gratifying to hear you describe our customer service as phenomenal and that our team takes the time to thoroughly explain everything about your car. Ensuring clarity and providing great service are our top priorities, and your feedback confirms we’re hitting the mark every time you visit. Your kind words are a massive source of encouragement for our entire Service Department. We appreciate you choosing INFINITI of South Bay for your car care needs, and we promise to continue delivering this exceptional level of quality every time. Thank you, from all of us, for your loyalty and amazing support! Carlos Robles Service Manager INFINITI of South Bay

INFINITI of South Bay responded

An Epic Reply to the Legendary TDHC! 😆 TDHC, this is, without a doubt, one of the most creative and entertaining reviews we have ever received! Thank you so much for taking the time to share your INFINITI of South Bay experience with such incredible flair, humor, and appreciation. 😆 Your narrative, from the unfortunate 'gremlin' interruption to the dramatic 'dun dun dun' reveal at Payment Time, is truly exceptional. We are absolutely honored that our rapid, coordinated response—from the immediate rescue unit dispatched by the specialized Edson to the Service Advisors who executed their work like a high-speed, precision NASCAR/Formula 1 'Pit Crew'—met your highest expectations. 😆 We’ll pass along your fantastic praise to Jaime, your award-winning 5-Star Concierge, and send a massive shout-out to Kaila for making Payment Time such a delightful, zero-dollar moment. A special thank you to Anita as well; your eloquent and humorous endorsement of the supplemental coverage provides the absolute best testimonial for priceless peace of mind. 😆 We're glad those pesky gremlins were "humanely sorted," and that you were able to recharge at our Starbucks Lounge! You are absolutely right—those donuts are mandatory, and your advice to future customers is spot on. 😆 Thank you again for your loyalty since 2021 and for making us smile with this wonderfully positive and hilarious review. We look forward to seeing you soon! Kelvin Bratcher Owner and Executive Manager INFINITI of South Bay

INFINITI of South Bay responded

Joseph, Thank you for sharing your feedback. We are extremely pleased that our team here at INFINITI of South Bay was able to successfully complete the work you needed! It is very rewarding to know we could step in and provide a successful solution after your difficulties elsewhere. We sincerely appreciate you giving us the opportunity to earn your business and demonstrate our commitment to quality service. We look forward to welcoming you back for any future needs. Carlos Robles Service Manager INFINITI of South Bay

INFINITI of South Bay responded

Sperri, Thank you for your 4-star review. We sincerely apologize that the work took longer than you expected, but we are truly delighted that the quality of the service and the excellent customer service provided by Mr. Trujillo created a positive overall experience for you. We appreciate you taking the time to share this feedback and thank you for your business. We look forward to serving you efficiently on your next visit! Carlos Robles Service Manager INFINITI of South Bay

INFINITI of South Bay responded

We truly appreciate you taking the time to share your positive experience! We are delighted that we could provide same-day excellent assistance and that the advice from your Service Advisor was helpful and valuable. Your satisfaction is our top priority. Thank you for choosing INFINITI of South Bay for your service needs, and thanks for the 5-Star review! Carlos Robles Service Manager INFINITI of South Bay

INFINITI of South Bay responded

Thank you so much for taking the time to share your 5-star experience! We are delighted to hear that Edson provided you with excellent service. We pride ourselves on having knowledgeable and helpful team members who are always willing to answer all questions and concerns, and your feedback confirms that Edson is achieving that standard. We truly appreciate your kind words and look forward to welcoming you back to INFINITI of South Bay for your next service visit! Carlos Robles Service Manager INFINITI of South Bay

INFINITI of South Bay responded

We are genuinely sorry to read about your frustration regarding the trade-in value of your vehicle. We never want a customer to leave our dealership feeling insulted, and we appreciate you sharing your candid feedback. To ensure our offers are fair and competitive, we utilize advanced, independent appraisal tools that continuously analyze local and national market data for similar vehicles. The $1,600 figure is the maximum valuation currently supported by this objective data, reflecting the vehicle's current market worth. Given your recent and significant investment in repairs, this may signal that it is indeed the right time to move into a newer, more reliable vehicle. We would be happy to discuss our current end-of-year offers and inventory availability. Trading in your vehicle now could allow you to take advantage of these incentives, which could offer you a much better overall value and a significant reduction in future repair concerns. Please contact Anita, our Sales Manager, directly at your earliest convenience so we can personally work with you to find a perfect new vehicle solution. We value your business and hope to earn your five-star satisfaction in the future. Kelvin Bratcher Owner & Executive Manager INFINITI of South Bay

INFINITI of South Bay responded

Thank you so much for taking the time to share your 5-star feedback! We are deeply grateful for your loyalty and for highlighting the consistently excellent service you receive. It is fantastic to hear that Jaime and Edson are proactively managing the care and maintenance of your Q50. Their commitment to providing clear advice and anticipating your needs is exactly what we strive for, and we are proud to have them on our team. We are also delighted that you appreciate the complimentary detailing; making sure you drive away in a clean car is a standard we uphold, and it is rewarding to know these efforts are noticed. We value your business and look forward to continuing to provide you with reliable and exceptional service for years to come! Carlos Robles Service Manager INFINITI of South Bay