Harvey Hollander | Page 3

If I could give Infiniti of Gwinnett the highest NEGATIVE number less than 1 start I, with pleasure, would!! My experience has been... let's just say-- Nothing short of a disaster with the service departm number less than 1 start I, with pleasure, would!! My experience has been... let's just say-- Nothing short of a disaster with the service department at Infiniti of Gwinnett. Harvey Hollander and Greg Brennan are the 2 staff members I had the unfortunate pleasure of encountering. Neither as far as could tell have/had any understanding of customer service and being the face of what is supposed to be a prestigious business and brand. Harvey presented an estimate for required and recommended repairs that carried an astronomical price with it even after involving my car repair warranty. We discussed just having the required work completed. I was still given a very substantial repair cost. I shared the price would not fit my budget and would need to shop around. After find a service facility with very reasonable hourly repair rates and who was willing to use non-OEM/not dealership parts, I advised Harvey I would unfortunately be having my vehicle towed to the repair facility, but would gladly pay the diagnostic service fee. Harvey replied my decision was unfortunate as he invested hours of time into my vehicle. He asked the quoted cost of repairs at the other locations. I shared with him each other shop was at least 50% cheap and this was mainly because their cost of repairs and willingness to use alternative parts came into play. *Note: my vehicle is in really great condition, but is 10 years old; so alternative parts usage is optional for me. Harvey then offered to allow me to pay the 50% amount I was quoted by another repair facility + the diagnostic cost. We negotiated terms one more exchange each. I accepted his final offer that included a service loaner vehicle. Now, these exchanges are all by text message, which are binding. I went to the dealership, met Harvey and shook hands, then he turned me over to the loaner department who put me into a comparable size vehicle. Everything was moving along well! Then... 4 hours later, Harvey calls and says his manager would not approve the deal he offered and that the dealership would do the work unless I paid 50% of what the original quote for repairs were because they needed to due to required and recommended repairs to be able to guarantee their work and parts. As to which I referred him back to our written, by text messages, agreement. As to which he replied there is nothing he could do, we would not be reaching an agreement, and they needed to their loaner back. I agreed to follow up the next day. I sent Harvey a text message explaining the unfavorable predicament I would be in due to his error as my warranty company would need to have a new claim file as a new shop was involved and would not be able to authorize a rental car until sometime the following week after they reviewed the new shop's estimate and proved approval. I requested the courtesy of keeping the loaner car until the approval for my rental through my repair warranty. Now mind you, I had already let the shops know when Harvey and I came to an agreement I wouldn't be having my vehicle towed in as I reached an agreement with Infiniti, thus giving my service spot away. At this point I still have their loaner vehicle. Radio silence... until-- I next get a voicemail from Greg Brannan requesting my call back. Once I got connected with Greg he asked where things were left with my vehicle. I explained all of the above, and explained I already had a tow service call in place for pick up. In one breathe and with no empathy Greg tells me he would not release my vehicle until they had their loaner back. No alternatives, no good will customer service gesture, no apologies the train-wreck of a situation I was placed because of Harvey. Just give me my company car back or else. Harvey recommended during all of this that I use their credit program to get work done, which of course included recommended work that was not necessary to get back on the road. He was so much more interested in getting a sale on the service, he suggested I go into debt for him and Infiniti of Gwinnett. I say all this to mean... and I being a supervisor of a team who is the face of nationally recognized Forbes listed clients who deal with consumers during some of the worst times of loss, etc-- There in no reason any company should ever not uphold an agreement they have offered and default to the customer incurring a loss at the customer's expense. Rest assured this incident is a total breach of agreement and lawsuit will soon follow. More

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I have purchased several cars from dealerships, this was the best experience Yet, THANK YOU!! the best experience Yet, THANK YOU!! More

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I have been a customer of Infiniti of Gwinnett since 2008. But all it takes is one bad experience to never pay a visit again. I needed to have major service done to my car. I had a loaner while my car 2008. But all it takes is one bad experience to never pay a visit again. I needed to have major service done to my car. I had a loaner while my car was being serviced. After getting the recommended service report, I began to shop around because of the cost of the repairs. I just spent a ton of money a few months prior. Andrea was not pleasant in asking me to return the loan. She sent the text message in all caps meaning she was screaming at me. I didn't even have the loaner a whole week and she was sweating me. Then when I returned the car, she was not professional. My experience with her was horrible and I will never deal with her again. More

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Service is not just good for my experience. One time I had screws missing, next pieces falling off. Recently, no complimentary wash and very low washer fluid that Infiniti cannot replace for a One time I had screws missing, next pieces falling off. Recently, no complimentary wash and very low washer fluid that Infiniti cannot replace for a customer. More

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Great all around store to purchase and have your vehicle serviced at! Will be back again! serviced at! Will be back again! More

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In tune with customers needs. Welcome experience. Customer service and greeters do a great job making the experience as smooth as possible. Welcome experience. Customer service and greeters do a great job making the experience as smooth as possible. More

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Ive dealt with other dealerships, both Infiniti and non Infiniti, and I will say you guys take great care of me. In the past I was never able to get straight forward answer or even receive a rental. But yo Infiniti, and I will say you guys take great care of me. In the past I was never able to get straight forward answer or even receive a rental. But you guys are straight forward with setting wait expectations and also letting me have rental cars when it will take long. The recalls that I had were taken care of efficiently and with care. I feel like family and Harvey in service and Fred the sales rep are always helpful and informative. More

by Ami Diallo Verified Customer Verified Customer

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Great fast friendly service! I had an 8 am appt and was in and out within 30-45 min. in and out within 30-45 min. More

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Harvey is our go to guy for service. We wouldn’t go anywhere else. He always goes above no beyond to accommodate us. He has excellent communication and customer service! We will always buy and service anywhere else. He always goes above no beyond to accommodate us. He has excellent communication and customer service! We will always buy and service our cars at Infiniti of Gwinnett! More

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My experience at the Gwinnett dealership was amazing, from my call to schedule my oil change and asking about purchasing tires, then linking me to Harvey to talk about tires, ultimately ordering my tires from my call to schedule my oil change and asking about purchasing tires, then linking me to Harvey to talk about tires, ultimately ordering my tires and scheduling my loaner, all in one phone call. I think the customer service is FIVE star at the Gwinnett dealership. More

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