Passport INFINITI of Alexandria

Where do I start. .. The sales process was just fine. They were very attentive but that's expected to make a sale. The finance part was a joke. The finance guy took all .. The sales process was just fine. They were very attentive but that's expected to make a sale. The finance part was a joke. The finance guy took all of my info and then disappeared and left me waiting for almost 2 hours. Come to find out, he left and went home for the day and never handed me off to anyone else. (who does that). By this time, it was close to closing and the finance person who I was given to work with rushed through the process with me. At the time Infiniti was offering a 4.99% rate and I had to tell him that because he was not aware and tried to give me a higher rate. Granted they make money off of the finance piece but come on, don't be shady! I purchased an additional 3-year extended warranty and was under the impression that that would kick in after the original manufacture warranty and the CPO warranty expired. That doesn't seem to be the case and it was not explained to me at time of purchase! Fast forward 1 year 7 months later...my car was stollen. The insurance company deemed it a total loss and I called the dealership and spoke to Andrew Williams (sales manager) and advised him of what had happened and that I wanted to cancel my (never used) warranty only to be told that they were going to prorate it to the inservice date. WHAT??? The CPO coverage just started, and the extended warranty hadn't even kicked in. That was on June 6th. He requested info that I sent to him the same day. When I followed up a week later because I had not heard back from him, he requested the same info a second time. Although I had already sent it and he confirmed receipt, I sent it again. Today is June 24th and although I have followed up several times, I have not heard a single word from him! GREAT CUSTOMER SERVICE and keep in mind this guy is a manager! I have since filed a complaint with Infiniti consumer affairs regarding my experience with this dealership and my next stop will be the BBB if this is not resolved and my money refunded in full by the end of this week. I considered purchasing another Infiniti Q50, because I did like the car but opted not to because of my experience with this dealership! They not only lost another sale but the lost all of the service that comes with it. Because of this experience with this dealership, I decided to do some research on them and see if others have had similar issues. I found out that the FTC took action against them for some shady behaver that resulted in them having to pay out 3.3 million to customers that they discriminated against and/or charged illegal fees to. I can't say that I am surprised after my dealings with them. If you are in the market for an Infiniti (they are good cars), I recommend that you find another dealership and avoid this one at all costs. More

This dealership is Par Excellence! The customer service I received from my salesman Anthony was second to done. Kudos to Sales Manager L. Turner. These two took great care of me. Prof The customer service I received from my salesman Anthony was second to done. Kudos to Sales Manager L. Turner. These two took great care of me. Professional 100%!!!! More

My sales person Dino was very prompt leading up to the day of and throughout my visit . He made sure that my purchase went smoothly and I was comfortable with everything. I liked the teamwork with the hi day of and throughout my visit . He made sure that my purchase went smoothly and I was comfortable with everything. I liked the teamwork with the his management team during his absence, it was very professional . I would recommend this dealership to others as well. More

Members were nice & process was relatively fast. I went there for one item they had, test drove it, liked it & took it. Made is simple for them as well I hope. I went there for one item they had, test drove it, liked it & took it. Made is simple for them as well I hope. More

I try to always have my Infiniti serviced at Passport. The staff is uniformly friendly and helpful and the work is done right each time. Whenever I need a free loaner car, they have provided one quickly The staff is uniformly friendly and helpful and the work is done right each time. Whenever I need a free loaner car, they have provided one quickly. I haven't used the valet service (pick up the vehicle at my home and return it) but it's nice to have that option. More

Great atmosphere entire staff &DINO my sales advisor were outstanding overall a great day getting my awesome Q50 red sport! outstanding overall a great day getting my awesome Q50 red sport! More

One of the floor mats was missing. Got no satisfaction and no returned calls concerning the issue. The missing mat and truck mat cost $240.00. I guess the dealership needed the money m Got no satisfaction and no returned calls concerning the issue. The missing mat and truck mat cost $240.00. I guess the dealership needed the money more than I did to satisfy a customer. Still a nice car but you certainly don’t build loyalty. More

Great service department that I have been utilizing for 7 years. I won't take my car to another dealer even if it is closer to my house. years. I won't take my car to another dealer even if it is closer to my house. More

Wish i could give No stars for you guys. My car got totaled and i called to see what info i needed to bring to cancel its. So came in to cancel my warranties (5/18/2023) with all the needed My car got totaled and i called to see what info i needed to bring to cancel its. So came in to cancel my warranties (5/18/2023) with all the needed documents and the Passport finance representative who assisted me had me fill out the wrong forms which caused a delay in the refund process which was needed by Infiniti Financial Services to close out my loan. After calling multiple times to get this rectified Finance director(Michael Ip) sent me an email with the CORRECT FORMS to fill out (5/30/2023) i did and sent back within 15 Mins. Fast forward I once again had to follow up AGAIN and got an email from Michael saying payment was going out 6/23/23 but he LIED and now fast forward my credit has been dinged i follow back up for him AGAIN to tell me now it was sent out on 6/27/2023 (Regular Mail) with no sense of urgency on my behalf being that I informed them of every bit of info to assist and still hasn't been received by Infiniti Financial Service as of (7/5/2023) so I don't even know if thats the truth at this point since Passport Finance is blaming their accounting department… now my road to buying my first home has been altered THANKS! More