Genesis of Denville - Service Center

Do not recommend this dealer for service I used Salerno Duane Infiniti to service my vehicle 3 separate times. Despite difficulty in navigating their contact process, I did actually get them I used Salerno Duane Infiniti to service my vehicle 3 separate times. Despite difficulty in navigating their contact process, I did actually get them to work on the car. The experiences I had were increasingly poor, with the final one being sufficiently bad that it has made me decide to not go back to them. This is unfortunate, since it will mean I am very unlikely to buy an Infiniti again and will have to get my service elsewhere for the rest of the life of this vehicle. On the other hand it is fortunate, in that it has made me find a better and less expensive service option. Their approach to scheduling a service appointment is to assign you a contact person and have you work with that individual. They actually have several people in house, but contacting them is problematic. In the numerous times I called to speak with service, I did not once directly reach a person. The system consistently directed me through the automated voice response system and eventually got me to a place where it asked me which of the 4 people on the service team I want to leave a message for. When they called back it was generally at a time that was inconvenient for me to answer the phone. Eventually, I determined I had to drop whatever else I was doing and answer it anyway, since calling them back always led to the answering system and another call at an inconvenient time. I bought the car at the Infiniti dealership in Ann Arbor, Michigan and had my initial experience with service there. I had uniformly good to excellent experiences in Michigan. Salerno Duane gives you an opportunity to rate the service. I rated them poorly the first time, reflecting my frustration with making my appointment. My reward for the feedback was 4 phone calls all asking me the same questions and trying to assure me they would do better. By the third call I was tired of speaking with them. The same thing happened after the second service. My third and final interaction with them, they did not provide a formal opportunity to feedback. Perhaps they had decided by then that they did not want to hear from me. Instead I sent an e-mail in to e-mail address they provided to explain: 1. They seemed to be unable to get what I asked them to do 2. They did not keep me informed about the progress of my service 3. They did not address the issues I brought the vehicle in for I took it in, because there was a slow leak in the front tires, I had an issue with the battery that I had needed to use the booster cables to get the car started and so I wanted to be sure there wasn’t a bigger problem, and to get an oil change. About 15 minutes into the time I spent in the waiting room, Hector came out to ask if I wanted an oil change. After 1 hour and 15 minutes spent in the waiting room, I went out to ask what was happening. I was told they were still working on the battery. They had decided to put it on a charger after testing it. It apparently was still in good shape, but they felt the charge was the surest way to make sure it was good. That was probably a good decision. It would have been a better decision if they had spent a couple of minutes to actually tell me what they were doing and that it was going to take a while. After another 15 minutes, it was “done” and I was able to leave. Unfortunately they did not address the issue with the front tires. A week later, I needed to pump the tires up again as my warning light had come on (again). I sent an e-mail to the service manager (Walter Frimberger) and then heard nothing from them. I called to see if they had received my message and got no information. When I received an e-mail from Walter about something else I replied to it to ask if they had received my original message. He replied to that message to say, yes they had got the message and that they had discussed it internally. I guess they had also decided to ignore me from then on because without my following up I would not have heard from them. The issue with the tires required a visit to another service center, where they removed the tires, cleaned out the rims and applied a new sealant and re-installed the tires. It was not a difficult job, but it did need to be done. I would have not been upset with Salerno Duane if things had been handled differently. First, if they could have figured out a way for me to contact them to schedule things that did not create such frustration and take so long. Second, if they had a process for actually knowing what you asked them to do and then did it. Third, if they had acknowledged that they had thoroughly screwed things up and then put some effort into correcting things. For example, an offer to come and get the vehicle and correct the problem they had not addressed when I brought the vehicle to them would have satisfied me. Instead, they seem to have decided to ignore me and hope I would go away. They partially succeeded in that. I will not go back for service, nor will my next vehicle purchase be from them. I will however share my experiences with others to make people aware that they should not expect the premium service usually available at premium vehicle dealers. The service offered by Salerno Duane does not come anywhere close to what you should expect from a high end dealer. It does not even achieve a level you should expect from any dealer. I am now going to a local independent mechanic, and feel I am likely to get much better service for a fraction of the price. More

The Best I had to take my G37 in two days in a row to address a squeak I was hearing in my engine. The first day- the service department fixed something I didn I had to take my G37 in two days in a row to address a squeak I was hearing in my engine. The first day- the service department fixed something I didn't even know was wrong and didn't take a dime of my money. After realizing the squeak was still hanging around, I took it back to the dealership and within 5 minutes the service manager Walter offered to come for a ride so I can show him my problem. He noticed it as well and told me it would be no issue at all. Fast forward another 20 minutes and the gentleman Walter is handing my keys back, problem completely addressed, AND AGAIN DIDN'T CHARGE ME A CENT! I've spent a couple hundred dollars on minor issues and maintenance with them so it felt great to know that a simple fix wouldn't cost me $100+ in labor just to put the thing up in the air. They were eager to help, clearly had my interest in mind when they took time to help me two days in a row and were friendly the whole way- even to a customer who did NOT purchase there! I have no reason to think I was treated any differently than is the extremely high standard at Salerno Duane Infiniti. These guys are the REAL DEAL! As someone with experience in auto and service sales, I couldn't ask for better circumstances. Thank you to the service department and Walter especially. More

Superlative experience - really good dealership! Thank you to the entire team for getting the collision assist system fixed. Great staff, super customer service, prompt action and a pleasure to inter Thank you to the entire team for getting the collision assist system fixed. Great staff, super customer service, prompt action and a pleasure to interact with. I am glad we bought our Infiniti from this dealership vs other ones. More

My current Infiniti is the fifth one I have had the pleasure to own. Over the last twelve or more years, my cars have always been serviced at Salerno Duane. From the time you first walk in to the servi pleasure to own. Over the last twelve or more years, my cars have always been serviced at Salerno Duane. From the time you first walk in to the service area, you know you will be treated professionally. Your initial contact is with either Allie or Susan. All the paper work for your visit is ready and you can then relax in the nicely appointed waiting area. Allie and Susan keep you informed on the status of your service and if additional work is required promptly inform you of any cost that might be involved and how long it will take. They are the most professional people I have ever experienced in any automobile service department. You know you are in good hands with Allie and Susan at Salerno Duane! More