INFINITI of West Chester

NEVER TAKE MY CAR THERE AGAIN! After buying a brand new Q60S 2 yrs ago, my mechanic just discovered the tires were dry rotted. So I made an appt at the dealership for an oil change After buying a brand new Q60S 2 yrs ago, my mechanic just discovered the tires were dry rotted. So I made an appt at the dealership for an oil change and asked them to look at the tires. I expected that Infiniti would make it right....that didn't happen. I thought the dealership would pro rate replacement tires, instead I was told to call Bridgestone or Cosumer Affairs directly, so my husband emailed the General Mgr. The Service Mgr Vince contacted him and the car went back again, this time for new kickplates and another review of the tires. Vince said he would sell us new back tires for their cost.....$330 ea. I checked TireRack and found that I could get them cheaper than Infiniti's "cost". When I brought that to his attention, he said if I bought new tires they would mount and balance them for free and he would only charge me half for the alignment. I said but I am still getting stuck buying a whole new set of tires and the car shouldn't need them for another 2 yrs. So I bought 4 new tires from TireRack and my husband called Bridgestone. Bridgestone said they would be willing to provide a pro rated refund for the old tires and that it would've been a lot easier if they had worked this out w/the dealership. So I delivered the new tires and dropped the car off again and told them that I needed the old tires back. We went to pick up the car that night and they couldn't find my old tires. Apparently, they sold the 2 back tires to a re-seller from Philly and only had the 2 fronts. I said I needed all 4 tires so i could return them to get my refund. So the next day, the Service Mgr Vince called my husband and starting yelling at him after he asked for $400 to refund half the cost of the new tires since we couldn't return them to Bridgestone for a refund. They ended up giving us a $300 credit to a dealership that I never want to take my car to again. I called Consumer Affairs....they were absolutely no help at all. So i got a lot of aggravation for a month and ended up paying $800 for new tires and $65 for the alignment. Still no money back.......and they think that is "great customer service." More

Sad dealership!!! Was bounced around between two service advisors and manager Vince. Received unbelievably poor customer service from Rebecca and Vince. Was told one p Was bounced around between two service advisors and manager Vince. Received unbelievably poor customer service from Rebecca and Vince. Was told one price and had to pay another. When I showed up to pick my vehicle up the work that was supposed to be done wasn’t even done. More

Kind courteous attention to my needs on a pre owned WRX STI I was treated like a citizen from the moment I walked into the dealership. No hassle test drive twice two days apart. It was very clear that they unde I was treated like a citizen from the moment I walked into the dealership. No hassle test drive twice two days apart. It was very clear that they understood my car enthusiast nature and did everything to accommodate me. Better yet I felt a sense of trust and friendship that I have not experienced at other dealerships. many thanks to Mark Cantino and his team Shauna, Giovanni, and Miguel and Shannon in service. I am very pleased to have established a relationship with this local dealership only 3mi. from my home More

Horrible customer service and follow up Horrible experience trying to get warranties refunded for a car that was totaled shortly after it was purchased. It has been 6 months and still not re Horrible experience trying to get warranties refunded for a car that was totaled shortly after it was purchased. It has been 6 months and still not resolved. I will never purchase another vehicle from this dealer. More

Not honest ! So I was shopping for a Q50 Sport for quite a while. Thought I finally found a deal after the long painful search that most of us used car shoppers go So I was shopping for a Q50 Sport for quite a while. Thought I finally found a deal after the long painful search that most of us used car shoppers go through. I talked to a Shauna Willen, there website sales representative. Thought all was good and communicated the news to friends and family that the search was over and I got a fair deal. Only to receive a call 1 hour before there closing time that the vehicle was transferred for sale at another dealer. This was after I locked in the deal by giving Shauna my credit card number at 1:30 pm. She called back at 2:20 stating that the credit card was not going through ( complete bull) so I called my highly reputable Credit card company to ask if there had been any attempt by Infinity of West Chester to process a down payment to hold the vehicle. My Credit card company had said no.... at this point I contacted Shauna. No response until a 1/2hour before they closed, only to tell me that it was shipped to another dealer for a sale. A sale that I had locked in with a Shauna Willen at what a complete waste of my time and effort. I know business is business, but this was unreal. I would not recommend Infinity of West Chester to anyone.. Not a big review person, but don’t want other people to make the same mistake I have made by putting my trust in them ! More

Terrible Customer Service I recently bought a pre-owned 2012 Lexus SUV from Infiniti of West Chester. It took me 3 total trips to their dealership to complete the deal, due to I recently bought a pre-owned 2012 Lexus SUV from Infiniti of West Chester. It took me 3 total trips to their dealership to complete the deal, due to mistakes they made, and although they "apologized" they refused to offer me any compensation for my troubles. It has now been 3 weeks since my purchase and I still have not received my registration. An email I received a week ago from their finance manager claimed my bank has not submitted payment in full and that is why I haven't received my registration. Today I called my bank and they told me it had been paid and they offered to call the dealership directly and find out the problem, while I waited on hold. After getting back on the phone with me, the bank person told me the Finance manager at Infiniti of West Chester acknowledged receiving payment in full and told me I would be getting an immediate email from the Bank manager. As of yet, no email from him, despite 2 additional emails from me. In sum, I believe this dealership regretted the sales price I negotiated, then they did not appreciate my complaint about their mistakes that required me to make 3 visits, and they definitely did not appreciate my email I sent INFINITI INCORPORATED about my poor customer service experience. As a result, they are ignoring me. Although I am happy with my vehicle, I DO NOT recommend doing business with Infiniti of West Chester. More

Not Trustworthy/Shady/Probably Discriminatory I went to the dealership with a letter of credit from my bank and a cash deposit. The manager wrote up a sales order including an interest rate and my I went to the dealership with a letter of credit from my bank and a cash deposit. The manager wrote up a sales order including an interest rate and my payment plan, but he never asked me for any information to determine (1) my income or (2) credit worthiness. In any event, I asked him to bring down the price 1K, because I wanted to have a particular monthly payment, and I then informed him that I had financing through my credit union and informed him that my credit union's rate was almost half what he wanted to give him. From that point, he kept questioning whether my bank had interests rates that low, and then questioned whether the bank gave me a low interest rate. I first showed him the bank's website with their posted interest rates. I then showed him the interest rate the bank gave me. At each stage he kept doubting the veracity of my financing. All of this was confusing because I was not asking him for financing, so I don't know why he kept challenging my relationship with my bank. Eventually, he agreed to come down almost 1k. He asked if I had a deposit and I said yes. He asked if I had a check from the bank, and I told him no. I shared with him that my bank told me that I would need to provide it a bill of sale (or the vin number in advance), and then it would cut me a check. He then began to pester me about whether the bank would actually cut the check. He also said, that since it was Saturday night and the bank was closed, he couldn't verify with the bank that I actually had financing. Based upon the fact that I did not already have a check with me, he said that he could not let me take the car home with me. Specifically, he said, "I can't do that. That's not legal." I shared with him with him that my bank and another car dealership that I went to the day before, said that it is routine for buyers to drive away with a car by leaving a deposit and the finance letter from the bank. He again said that couldn't do it. Knowing that I and my family drove two hours to buy the car, he then asked me to still give a deposit so that he could hold the car for another week. He didn't trust me to leave with the car even though doing so is a standard business practice, but he wanted me to trust him with my money. After leaving, I called a friend who works at a national brand dealership in Atlanta, if he was telling me the truth. I was told unequivocally, that car dealerships routinely let people leave with keys even if they put zero money down. I was also told that a dealer who doesn't is shady, and based upon my personal experience was probably biased: hence the title of this review. Throughout the process he constantly challenged my credibility as a buyer. He also drew up financing terms asking for my signature without establishing my financial credibility; therefore, he only could've made those determinations based upon some nebulous unknown standard. I felt disrespected and no one should feel that way, especially when they are a customer willing to make a deal. More

Service Dept went above and beyond! Had a great customer service experience with Infiniti at West Chester. Discovered last night that I had a flat tire-thankfully my 1 year old QX60 was Had a great customer service experience with Infiniti at West Chester. Discovered last night that I had a flat tire-thankfully my 1 year old QX60 was in the garage at the time. I called to check if my warranty covered the tire and spoke with Andrew in the service dept. He said yes, it is covered under my warranty and gave me the # to call and have roadside assistance come and tow the vehicle to their location. I explained that I had just had surgery and I'm unable to drive so I wouldn't be able to even come get it once it was repaired and I needed it the next afternoon. He assured me that they would be able to have my vehicle back to my house the very next day. My husband needs the car for the weekend and I was somewhat reluctant whether it would actually be back in time. I was pleasantly pleased that I already have it back in my possession with a brand new tire and never had to leave my house. That is great customer service! Thank you Andrew & whoever else helped you take care of my vehicle and whoever gave you a ride back to the dealership after bringing it to me! More

UNBELIEVABLE!!! Sooooo shady and.... unprofessional!!! About 3 weeks ago; I called West Chester Infiniti to inquire about an FX35 . Spoke with Mark Cantino. i then requested a written contract, which was p About 3 weeks ago; I called West Chester Infiniti to inquire about an FX35 . Spoke with Mark Cantino. i then requested a written contract, which was promptly sent. Mark emailed me later to say that someone was there to test drive the vehicle. He later emailed me to say that the person had placed a deposit and would be returning the next day to finalize the purchase. I continued to notice the vehicle was still listed on the website. So I called again yesterday. This time I spoke with Darrin Hill, who stated that the vehicle was still available. He later contacted me to request a $500.00 credit card deposit to hold the vehicle. Which, I gladly gave. This morning I received an email (not a courtesy phone call) from Darrin to say that the vehicle was sold last evening to someone else, and that my deposit would be refunded to my credit card. This would have been my second time purchasing a vehicle from West Chester Infiniti. I should have learned from my first purchase when they tacked on an almost $1000.00 in bogus "accessories fees" Never again. More

Awesome customer service. Unmatched pricing. After trying to buy a car from Holman Infiniti in Maple Shade for about 18 months and feeling I would never get a deal, I decided to call West Chester After trying to buy a car from Holman Infiniti in Maple Shade for about 18 months and feeling I would never get a deal, I decided to call West Chester. It was after 4pm on a Saturday and they told me they could do a deal if I arrived by 5:30 since they closed at 6. I have to admit I might not have answered the phone if I was them. I drove down I95 to 322 and back up to 202. It was pretty quick even with the construction zones. I was stunned to find out they had the exact car I wanted and were about $6500.00 less than Holman. Needless to say I immediately signed up. It was late so I came back a few days later to pick it up. My salesman, Jake was great. Joe the sales manager was on point and my finance manager was awesome and very professional. Everybody is an expert in their field. I'm still shocked I saved $6500.00 for a 40 minute drive. Do the math. It was well worth the trip. I'm already thinking about a CPO for my daughter who will be driving soon. I know where I'm going FIRST from now on. Thanks to the entire team. A side note. The address is wrong the real location is 1265 Wilmington Pike West Chester, PA 19382 https://www.google.com/search?q=1265+Wilmington+Pike+West+Chester%2C+PA+19382&ie=utf-8&oe=utf-8 More