INFINITI of Northern Kentucky

INFINITI of Northern Kentucky responded

Brent, Thanks for taking the time to speak with me this morning. As we discussed we will be happy to pick your vehicle up and drop back off to your house when performing service , but loaners are first come first serve so cannot guarantee one with every pickup as with many manufactures we are no different in backorder electronic parts putting vehicles undrivable so currently have had them all out for many weeks with none returned yet. We are working diligently to add more to the fleet when inventory becomes available again as this has been a tough year for dealers and getting inventory. We also talked about the issues with your first service visit and credit which was applied to this visit for a N/C oil and filter change and tire rotation. We are working on improving processes and staff to give the ultimate customer experience. Again thanks for talking to me today and relaying your frustrations. I really do appreciate your time and have a great day. Daryle Morris- Service Manager

INFINITI of Northern Kentucky responded

I apologize for the poor experience you had recently. We are in a transition period and working hard to make things better. The employee that was snarky with you is no longer with our company as this does not embody our culture , brand, or dealership. We are trying hard to make the service process easy, efficient, and trustworthy. Thank you for your candid feedback as this is the only way we can improve. Daryle - Service Manager

INFINITI of Northern Kentucky responded

Aidan, I appreciate your review and am worked on reviewing all the documents involved in your service visit with your 2001 I30. The vehicle was brought into us and we were advised by you that someone else installed the brakes and they were seizing up and making noise since. The estimate on the ipad with your electronic signature for the diagnosis and inspection prior to the vehicle being brought into the shop matches the total paid on the invoice when I inspected this. When our tech perform inspection it was noted that the pads on front were installed incorrectly on the wrong sides pushing the hardware into the rotors and also the slide pins were seizing up. 3 tires had low tread and edge wear 3/32nds remaining., Coolant and transmission fluid leaks, drive belts worn and cracked, Front ball joints with excessive play and drivers side nut was backing off, oil drain plug leaking, front struts knocking and front wheel bearings noisy. I apologize if Brian came off unpleasant or condescending as this is never our intention he was just stating the facts that the vehicle has many issues and is unsafe for roadways. We have referenced our diagnostic and labor rate with all other dealers in our market and are within standards. We also price our maintenance competitive with the independents as well. Part of our servicing is displaying pricing up front on the tablet as was indicated which is common in the industry for diagnosis fees which covers the technician time spent on your vehicle. Thank you and have a great day.

INFINITI of Northern Kentucky responded

Thank you for your recent feedback. We are in a transition phase and I apologize for the info not being clearly relayed when you purchased your Camaro. The pamphlets on the program do specifically exclude oil changes and off brands from the loaner program. The first oil change only is complimentary on our dealership as a thank you, which is what we performed Saturday for you. Any additional services can be performed for a fee. You are correct if we have staffing we can provide shuttle service within 20 miles of dealership and also have waiting lounge with complimentary water and Starbucks coffee. We are working on staffing to accommodate shuttles on Saturday but are limited hours and staff currently. This is definitely something we are looking into. I appreciate you bringing this to my attention and diligently working on these changes. Daryle - Service Manager