Orlando INFINITI

Orlando INFINITI responded

Hello Noel, we're happy to hear you had such a positive experience with our team! Thanks for the recommendation, and have an amazing day!

Orlando INFINITI responded

Hi Scott, we greatly appreciate you sharing your experience. Your satisfaction is very important to us here at Orlando INFINITI and positive feedback means the world to our staff, particularly the team member that personally assisted you. Thank you! We look forward to exceeding your expectations on your next visit.

Orlando INFINITI responded

Hi, we're happy you found our staff to be so supportive during your experience here at Orlando INFINITI. Please don't hesitate to reach out if there's anything additional we can do for you.

Orlando INFINITI responded

Hi, we're happy to hear you had such a positive experience with our team! If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!

Orlando INFINITI responded

While we always value feedback from our customers, we must defend ourselves when a review is misleading or deliberately withholding facts from the public. Mr. Olarte came in with brake lights on and stated that he already had a code pulled at a local auto parts store. We recommended doing a thorough diagnosis so we avoid repairing an incorrect item. Many times, we have had customers assume their vehicle needs one kind of repair, when in fact the vehicle needs a completely different repair. This can only be found with a thorough diagnosis by our Infiniti master trained technicians. For that we do charge a diagnosis fee, much like doctor's offices charge a fee for the doctor to examine a patient. Our technicians performed roughly one hour of diagnostic work, performed by our Master Technician Cody. Our findings indicated to replace the brake booster and bleed the brake system afterward. This repair involved $1717.31 for the brake booster part itself along with 3.6 hours of labor to install. To repair the brake system itself, the repair total was $2565.85. The '$12k quote' that Mr. Olarte is referencing involved a multitude of other service needs that arose from our multi-point inspection. All items contained within the multi-point inspection contain photo/video evidence, so that customers don't merely take our word for it; they can see it for themselves that what we are recommending is actually physically evident. Vehicle: 2018 Q60 Mileage: 129,753 miles Contained within the quote provided was the following: - The brake booster work that he initially came in for - 2 rear tires below 3/32 on outer thread = safety hazard - brake fluid to be completed with the brake booster work - Valve cover gaskets: leaking oil, burning the steel from the engine bay - Drive belts - Engine air filter + cabin filter - Fuel injector clean - Spark Plug replacement as there's no evidence they've been replaced - oil change - Coolant exchange: fluid level was low, can cause engine to overheat - transfer case, front/rear differential fluid: recommended due to miles and age At the bottom of the quote, there is a recommendation for a 100k bundle which replaces the need to do the aforementioned items a-la-carte. This 100k bundle is $1999 but is not in addition to the quote, but rather is instead of the other items (excluding valve covers and brake booster). This was presented to Mr. Olarte as a financial savings opportunity of about $622 from doing everything individually, being that his vehicle had exceeded the maintenance interval by 29,000 miles. The true quote if he selected all items was $9378, not $12,000. Mr. Olarte's vehicle had not had critical maintenance done and this work would be to bring his Q60 completely up to speed as his vehicle is set to eclipse the 130,000 mile mark. I briefly spoke to Mr. Olarte and attempted to explain this all to him; however, Mr. Olarte did not have the time to listen to my full explanation. I offered to reduce the brake booster job by the price that he paid for the diagnostic fee, but he refused. Mr. Olarte didn't understand why we gave a multi-point inspection on all other items instead of just quoting him for the brake booster. I explained to him that it is our responsibility to be completely honest and transparent about the health of a customers car regardless of why they came to our store. The example I used was a customer coming in for a Check Engine light. Yes, we could simply diagnose the check engine light and provide that information to the customer, but what if the customer has rear brakes at 0MM (ie. metal on metal)? Shouldn't we exhibit the care necessary to inspect for such items and disclose to the customer that their brakes are unsafe and we recommend replacing them? This is exactly what we did in Mr. Olarte's case. We diagnosed his brake concern as requested; however, we also disclosed other items that are worthy of his attention. Whether he fixes them with us or not is completely up to his discretion, of course. Best Regards, Christopher Wilson General Manager - Orlando Infiniti

Q60 Owner responded

This review was not misleading or deliberately withholding facts. The quote that I received is for a total of 12,121.71 not 9,378. I have the paperwork to prove it. The code was for a vacuum sensor circuit. Not everything else you had listed for repair. If the vacuum sensor circuit was working correctly, then why the code?? And why automatically go to replace something else instead? What did the technician's diagnostic report say? Was the sensor's wiring, connector, voltage supply, ground, and continuity to the ABS module checked? what specific test result justified replacing the complete booster? which, by the way, I can have replaced for under a thousand dollars. Same things go for other items listed on your quote. Oil change, spark plugs, coolant flush and so on... Just because the mileage has passed your recommendation of mileage service doesn't mean that it warrants a 12K refresh and update. oh, and one more thing. I have issues with my steering rod. And have learned that it needs to be replaced as well. Why wasn't that in your long list of items that need to be replaced? seeing as how you have a "responsibility to be completely honest and transparent about the health of a customers car regardless of why they came to our store" Look, I appreciate the call to discuss this issue, but you caught me while I was busy, working. Which I stated clearly multiple times over the phone. So, sorry I "did not have any time" to listen to your explanation.

Orlando INFINITI responded

Hi, we're happy you found our staff to be so supportive during your experience here at Orlando INFINITI. We are always more than happy to assist you if anything else comes up. Take care!

Orlando INFINITI responded

Thank you for your feedback Mr. Janucik. I made a call to you a short while ago but it went straight to voicemail. I would like to take some time to clear up what may be the source of frustration and clarify to the online community the information at our disposal so all can understand why Orlando Infiniti cannot cover the repair of these rims. Mr. Janucik purchased his Certified 2024 Q50 Red Sport on 11/29/2025 with 13,063 miles. He is correct in stating that Orlando Infiniti performed cosmetic repairs to 3 of the 4 rims prior to his purchase; however on his visit with our staff, Mr. Janucik stated that all 4 rims are experiencing peeling of the clear coat. This initially called into question his claim that the work done was inferior, as the peeling would only take place on 3 of the 4 rims and not all 4. As it happens, all 4 rims are showing damage. Thus the investigation began... We found out the original brand of tires placed on his vehicle when he purchased; they were a set of Dunlop tires. When Mr. Janucik came to the store to complete some warranty work and had us investigate his rim damage, we noticed that all four tires were now Continentals. The service department photographed all four rims and sent to our wheel repair company. As we suspected from our analysis, the wheel repair company concluded that you can see impact damage on each rim from what appears to be a tire replacement machine, or rather the improper use of a tire replacement machine. The dialogue with the company after we sent the photos (prior to them knowing that the tires were changed) was the following, verbatim from text: "Thank you for those photos. We always stand by our work and fix anything that failed on our part, but from what it looks like, this might be more of a physical damage rather than product failure. Sometimes damage like this happens when somebody changes the tires. Have they been changed recently?" We confirmed that they indeed had been changed, and the claim was denied due to outside influence, as is the case with all cosmetic warranty claims. We are always looking to work with our customers even if the outcome is an undesirable one. We will offer the repair of these rims at our employee pricing to offset any expense incurred for Mr. Janucik. The dealership cannot, however, be made responsible for damage caused by outside influence that fall outside the parameters of a warrantable repair. Nevertheless, we hope we can be of service to Mr. Janucik in the future for any of his vehicle needs. Best Regards, Christopher Wilson General Manager - Orlando Infiniti cwilson@orlandoinfiniti.com

Orlando INFINITI responded

Hi, thank you so much for your kind words about your experience here at Orlando INFINITI. We try every day to satisfy our customers and it’s always nice to know when we succeed. Thanks for the recommendation, and have an amazing day!