Lia INFINITI

Service Department was Excellent! Not as happy with Sales. I have been A Lia Infinity customer for several years now. This Q50S Hybrid is my second Infinity vehicle. I am commenting on your service departmen I have been A Lia Infinity customer for several years now. This Q50S Hybrid is my second Infinity vehicle. I am commenting on your service department and your sales staff. I called initially spoke with John Hayes, who was very helpful. When arriving for the service I had requested, I was met by Lisa Dugan. I have worked with Lisa Dugan in the past and she has always been outstanding. While the service I received was rather expensive, I felt that I could trust the technical staff to correct the problems I was experiencing and perform the required maintenance on my vehicle. Lisa was very accommodating and took the time to look into the details of my extended warranty and to reassure me I would be covered until 2021. Because the car would be in the shop for a few days, she arranged to provide a courtesy vehicle for me to use while I was waiting for the work being performed on my car to be completed. Lisa provided detailed updates to me while the work was being performed, which I appreciated very much. So to sum it all up, Lisa was awesome and she is one of the primary reasons I chose to return to Lia Infinity. I had visited Lia Infinity a few times over the past year to explore replacement vehicles. I received a few sales event invitations to trade in my car, which was (according to the letter I received) valued at much higher than the wholesale price I saw on Kelly Blue Book or on the NADA guide. I was interested in pricing on a new Q60S. I did not have my heart set on the car, but I was seriously investigating. Upon arriving and speaking with the salesman, I quickly learned that the letter had fine print that basically negated the noted value of my car. Instead of having a price to work with that was equivalent to the remainder of my Loan, instead I was offered a trade in price of $8,000 LESS THAN what I still owed on the car. From that point forward, I felt as though I was just an inconvenience to the salesman, who as if out of obligation to "see what he could do" spoke to his sales manager, who didn't even bother to offer a bit of compromise, but instead made me feel like even more of a waste of their time by throwing out numbers that were too appalling to even consider. Mind you they were polite and respectful, but this experience led me to the decision that I would keep my Q50S and invest in the car instead of buying or leasing a new car. Since I felt like I was just an inconvenience, I didn't even both looking into another model. I had hoped leasing was a possibility but based on the numbers being quoted, that was going to be impossible for me to afford given the reverse equity that was brought to my attention. Receiving a letter stating that my car was worth 19,000 vs hearing that the actual value would not be more than 11,500 was a rude lesson learned. I really do not like deceptive sales practices or bait and switch tactics. As an Information Security Officer for a Bank, I am familiar with shady practices of all types and varieties, so when I received this letter, I was not completely fooled. I did have some hope that the sales staff was going to be willing to work out something, but they were not prepared (nor apparently willing) to come anywhere close to the potential offer the letter had implied - in fact they made no other suggestions or presented any alternative options. So, the result was that I received a 10$ Target Gift card for my troubles and was told to try again in a few months (and although unspoken - I felt the message was "We are done here, be on your way..."). Since that time, I have done a lot of research into new vehicles and have looked at Toyota/Lexus, Honda/Acura, Subaru, and even some BMW's, but no one wanted to give me more than 12-13K for my car on a trade - which was still more than Lia sales were offering. Here is the real issue....compared to other vehicles in the same or similar category of sport sedan, the Infinity did not hold the same value as the other vehicles, so my car was worth less than cars of similar age, miles, and condition. Service fees were high, but I expected that. Now I am asking myself, when the time comes for me to purchase a new car, will it be another Infinity? Don't get me wrong, I love my car. Lisa and the service staff are awesome, but some of the marketing/sales staff/management have lost some of my trust, so my answer is "Maybe"; the reasons being the cars themselves, and most certainly because of the great customer service I continue to receive from people working for Lia, like Lisa Dugan. She is a "keeper" and if I were Lia management, I would escalate her career for the benefit of Lia and for your customers. Regarding the sales team: I understand we all need to feed our families, and we all have bad days, so I will not name the sales people I spoke with on that other occasion. Please note that none of the interaction with the sales team occurred during my service visit. That all occurred at an earlier date and time. More