INFINITI of Beachwood - Service Center

I was having issues with repairs that were previously done on my 2010 G37 convertible it's a beautiful vehicle I honestly wish I had taken it to Infiniti of Beachwood when I started having issues. The fi done on my 2010 G37 convertible it's a beautiful vehicle I honestly wish I had taken it to Infiniti of Beachwood when I started having issues. The first day I went there for the first time everyone from the staff from the service department was absolutely amazing I did not purchase my G37 through the dealership but I needed to get some work done and get a diagnostic ..the receptionist Crystal that I talked to was absolutely wonderful her personality was amazing I wanted to leave a compliment which in turn the owner himself Jamie actually gave me a call back to thank me. I had spoken with the service supervisor Chris originally to set appointment .Got sick, so a couple of weeks had passed before I had brought my G37 there. I had never felt so appreciative and comfortable with dealing with a dealership and their service department.. they're very warm, very honest ,very friendly. I felt I was in good hands the second week the service manager was out sick and I tried calling all week and spoke to a couple of different receptions who were transferring me to voicemails and got no response back all week I finally decided to go get my car and I left a message for the owner not to renege my compliment for the team but just to State how different the service was the following week. I decided just to pick my vehicle up until I got in contact with the service manager when he gets back but then I encountered Gene he was absolutely amazing I can't believe how a customer's word and concerns are listened to and actually met ...he had talked with the owner Jamie and when I got there once again my heart felt a little light and I felt more trusting.. although Chris the service manager was not there he had a detailed list of everything that was wrong with my G37 what it would cost the hours and then what need to be fixed. I've never had anyone walk me through step by step of these facts and go that extra mile once again I am a big fan of Infiniti of Beachwood and the team that is in place to address the customers need and make sure that it was a comfortable experience ..I don't know what the future holds for my vehicle right now because I'm deciding whether or not I should put more work into it.. but between Chris and Gene I've never been so impressed with the way that I was handled and I want to thank the owner for having these great guys as a part of the Infiniti Team.. I seriously was overwhelmed with the motion and my eyes got a little watery because I've never had the level of trust and honesty and care that they put in to making sure that I understood what was going on with my vehicle, what I can do, and what I should not .. I appreciate them for going that extra mile!!! They're absolutely wonderful thank you guys!!! More

After several attempts desperately reaching out to this dealership regarding my service to my 2019 Q70L on 4/29/24 I have gotten zero response. I paid $809.50 for multiple simple services and needless to dealership regarding my service to my 2019 Q70L on 4/29/24 I have gotten zero response. I paid $809.50 for multiple simple services and needless to mention waited on site for over 6 hours on such date of service. Most of the time, I noticed my vehicle was on a lift and no one working on it. In addition to all the services I paid for, I paid for tire rotation and that didn't happen although I was charged. Since my tire is making a clicking sound and my ride quality on flat surfaces is now pulling and bouncing all over the road. It wasnt doing this prior to service. Im extremely concerned when winter comes. I also paid for a belt to be replaced that I could slightly hear, and I still hear it, although I was charged and paid for. I've since then left multiple voice messages on Sharon Lewis's vm per my service rep for such appointment, no response. I also left a message on Bryon Harris's vm service manager, again no response. Since I emailed both these named people and cc'ed the Chambers of Beachwood on 6/26/24 and no response. I've been a long time customer of Airport Infiniti on Brookpark Rd over the past 2 decades. I've leased three vehicles off of the showcase floor and purchased one. I've continued to stay a loyal customer because of the performance of my vehicles and the service. Sadly they have closed that location. This location is awful. Fraudulent practices, subpar service is unacceptable. I've been mistreated and taken advantage of. Paid for services that never took place. and blatantly ignored. I am very unhappy. I just want to be provided the services I paid for, so my vehicle is at its best again, and I am safe on the road. Reading all the recent reviews looks like I am not alone. I have filed a compliant with the BBB and Oh General Attny office this morning. This dealership DOES NOT CARE! More

The AC in my Infiniti was blowing hot air only. I paid for it to be serviced at Infiniti of Beachwood. Then a week later it happened again and the AC blew hot air only. This time the AC was replace I paid for it to be serviced at Infiniti of Beachwood. Then a week later it happened again and the AC blew hot air only. This time the AC was replaced as it was determined faulty. Then a few months later the new AC blew hot air only. I again paid to have it serviced. Additionally, I was charged for 3 items that I did not authorize but which I still paid for to Infiniti of Beachwood. I complained to the Manager Alex Prats who indicated he had no motivation to help me. I then challenged my bill r the unauthorized work to the Ohio BBB and the case is pending. 4 weeks after the repair on the AC my AC is again blowing hot air and is under warranty. I called Infiniti of Beachwood, had an appointment scheduled this morning and upon arrival was met by Alex Prats, Manager who asked, "remember me." I replied yes. He then indicated that since I complained about the (unauthorized) charges, I could NOT get my car serviced at Infiniti of Beachwood and would have to find another service department. Unfortunately, since my AC is under warranty, only Infiniti will honor the warranty. There is no other Infiniti dealership in the area. This is poor repair service for the same repeatedly reported issue, and exceptionally poor customer service. If you need Infiniti service or need to purchase a new or used vehicle, Infiniti of Beachwood is probably the last place you want to consider. Once you own a vehicle purchased through them, you will not be treated as a loyal client which I have been as this is my 4th Infiniti. More

Originally, I was an Airport Infiniti customer, until I learned that location was closed. No notifications given to customers, just happen to make a service call on 3-28-24 and receptionist answered the p learned that location was closed. No notifications given to customers, just happen to make a service call on 3-28-24 and receptionist answered the phone as Beachwood Infiniti. My nightmare begins. On April 1,2024, I arrived at 7:24 am, doors were opener at 7:30, and keep in mind I was the first customer in line and three other cars were behind me. I watched the other customers get serviced and were gone. At 9:15 am, I ask Byron, the service tech, how much longer? I had to be at work by 10:00. his response: was the diagnostic showed I needed a part., he would see if the parts were in stock. I said OK and can someone drop me at work? and can you call me with resolution? he said yes. He wrote my number down and said he would call me at work. I was dropped off at work. I starting call at 3:15 pm, receptionist answer phone and transfers me to a Cheryl voice message. 4:00, no word, so I called back to back receptionist was so foul she stop answering the phone because of my continuously calling trying to get resolution. I called the Akron office, hats off for the great customer service. I apologize for not remembering the gentleman's name who helped me in this nightmare with Beachwood Infiniti. He definitely deserves accolades he demonstrated great customer. He was able to get someone, to return my call and give a status at the same time. Byron returned my call around 4:30. Be mindful I get off work at 6:00. Byron response" Oh I got so busy, did not call you back, however the part is not in stock, with a possibility in stock in a couple of days. I am heated by this time. 1.The lack of communication, 2. The run around phone attempts, her bad attitude. 3. the numerous calls I had make just to find out there was nothing done to me vehicle, it has been sitting all day with no activities. Here's the kicker, He introduced his self as the CEO, his attitude definitely defines the dysfunctional operations at Beachwood Infiniti. He was rude and had a bad attitude. You guys give Beachwood a new name, now as Urban. Live up to your name and stop the game. Treat everyone with dignity and respect and own your wrongs. Not to mention that Beachwood Infiniti was the place that I brought my QX 60, which turn out to be lemon. I would not recommend Beachwood Infiniti and if I ever return, which I doubt it would be with the assistance of Rich in the Service Department. He was my Service Advisor at Airport Infiniti and never had a problem, if so, it was taken care of with the quickness. Beachwood have so tall boot to fill in comparison with the service historically received from Airport Infiniti. More