Passport INFINITI of Alexandria

Here is a letter I sent to the GM about the customer Service and as of Today 5 days after this was sent I have yet to get a response...... I would like to begin this letter by stating that I have nev Service and as of Today 5 days after this was sent I have yet to get a response...... I would like to begin this letter by stating that I have never been more disappointed with an automotive dealership than I am with Passport Infiniti Alexandria. I noticed an advertisement on the dealer website for a 2010 Nissan GT-R, listed at approx. $69k. I was interested in purchasing the vehicle, so I contacted Shayne on Tuesday, April 6. He asked me to fill out some paperwork, which I returned to him at 8 p.m., completed. I requested that he look over the paperwork and inform me of anything that might be a flag preventing the sale from completing. I did not receive a call. I had forgotten that Shayne was off on Wednesday, and I texted him that day to ask if there had been any word. He responded that the finance manager was in the process of looking over my information and that he would contact me. Again, I received no phone call. On Thursday I called Shayne again. This time, his story changed, and he informed me that I would need to contact Chris to get more information. I asked him to conference me in with Chris, but Shayne said that he would have Chris call me back instead. When I received no call by that evening, I called Chris directly at 7 p.m. Chris informed me that he had not even received the information on my trade-in, which had been in Shayne’s hands (with the exception of the VIN) since Tuesday. Approximately 30 minutes later, I received a call from Shayne asking me for the VIN, which I gave to him. Shayne told me that I would receive a call back at 9 a.m. Friday morning. When 10 a.m. Friday morning came and past, I decided to drive over to the dealership myself, since it had been demonstrated that there was a complete lack of interest in my business. Unfortunately for myself, I believe in committing to a deal, a sentiment that was apparently not shared by Shayne. When I informed him via text that I was in the dealership, he ignored me, deliberately walking by me after he saw me. Instead, Chris walked out and informed me that I was declined. Please understand that I am not particularly upset about being declined. Banks are being very cautious about to whom they loan money, and being declined is just business. What I resent, though, is the lack of service that I received from Shayne, Chris, and the dealership in general. If I treated customers at my company in the same way that I was treated, I would be out of business. Perhaps that is why the dealership rating on http://www.dealerrater.com/dealer/Passport-Infiniti-of-Alexandria-review-10545/ is a pathetic 2.8 out of 5. I cannot believe that someone who was trying to do business with you was treated without any respect or professionalism. I wonder how a sales representative can justify spending any time on a deal if they are going to make the customer do the actual selling. As a final insult, I noticed today on the website that the price had been marked up to $75k. It seems clear to me that they were never interested in selling the vehicle for the advertised price, which I feel is borderline fraudulent behavior. I do not appreciate being lured into a dealership with false advertising, only to be given the runaround for four days. I wonder how many people had their time wasted in this manner. I would be happy to share any details of my experience with you directly. More

Market themselves as a customer-friendly dealership but that's simply not the case. Classic old-school "make them wait", "have to see the manager","we are making almost no profit on this car" blah blah bl that's simply not the case. Classic old-school "make them wait", "have to see the manager","we are making almost no profit on this car" blah blah blah tactics. Offered a car that was,"in mint condition" but had all sorts of body damage if you looked carefully and seemed mechanically poor. They will try to get you to submit a credit app even if you already have financing or are paying cash and have specifically said you absolutely do not want credit or even credit applications. Once they realize they can't match your financing, they lose all interest and customer service goes out the window. Same song and dance whether you are buying new or used. Total waste of time. I won't bother going there again. More

This is the second Infiniti we have purchased from Passport. Our sales consultant, Sun Jung, was thorough, well informed, easy to work with, and pleasant. We feel we got the best possible price. Wh Passport. Our sales consultant, Sun Jung, was thorough, well informed, easy to work with, and pleasant. We feel we got the best possible price. When it is time to buy another car, we will definitely go back to Passport and ask for Sun Jung. More

1. Not well informed about car. 2. Had us outside in 1. Not well informed about car. 2. Had us outside in sweltering heat (when similar model inside). 3. Never offered bottle of water or soda 4. Never 1. Not well informed about car. 2. Had us outside in sweltering heat (when similar model inside). 3. Never offered bottle of water or soda 4. Never returns phone calls (states will call back in 10 min but never does). 5. Very poor communication with his managers (maybe not his fault as not sure if manager if not even in building). 6. Arrogant attitude - told us not to say anything bad on car questionnaire from manufacturer (we never got one). Also spoke with Manager Alex Macatuno several times and again found him to be arrogant and not responsive to our needs. Would love to be able to speak with higher ups at Infiniti about this dealership. They are horrible and not even close to what a luxury dealership should be. Would suggest they go to Lindsay Lexus to get an idea as to how they should act. More

We bought a new Infiniti from Passport, but I am not interested in going though their sales process again. First we spoke with the internet salesman, Steve. He was friendly and easy to work with until interested in going though their sales process again. First we spoke with the internet salesman, Steve. He was friendly and easy to work with until we went into the final stage. Then it was wait, wait, wait... typical retail car dealer game. We were thinking about walking out on the deal, but then he said that we were waiting for the finance officer to get to us. I asked him why since we were financing the car through my credit union, and I had a check from them. He said that she was the one who had to accept the check, so we waited for her. Finally we were allowed to see the finance manager. She then proceeded to totally ruin any positive thoughts that we had about the dealership! She brought out a long list of additional packages that we could pay for... extended warrenty, etc. I cordially told her that I would take the literature and look at it later that night when I had time to look at it carefully, but that it was getting late and at the moment we just wanted to pay for the car and head home. Although she had been all smiles when we first walked in, now suddendly to her, we were the enemy!!!! She was furious, and she let it show. I was shocked! Although Steve had told me that the management would send us a customer survey, they never did. We have five adults who drive in our family. We have bought another car, since then, but we did not bother looking at Passport. Currently two of our cars have some age on them, so we are looking for two newer cars. Again, we are not going to consider Passport. From then on we have only been dealing with dealers who don't play games with their customers, and especially those who don't have angry finance officers. More

Today I bought my first car from this dealership. I had a very pleasant experience and everyone was very kind and helpful. The car was just as I had expected, used with only minimal wear. I also traded in my very pleasant experience and everyone was very kind and helpful. The car was just as I had expected, used with only minimal wear. I also traded in my old car for this car and they were very helpful during that process. I would recommend them to other buyers. More

This dealership is totally dishonest and worse! When I took my larger sedan purchased new - in for excessive oil consumption - 2 quarts/1,000 miles -I was told that it was NORMAL! The explanation would've took my larger sedan purchased new - in for excessive oil consumption - 2 quarts/1,000 miles -I was told that it was NORMAL! The explanation would've fooled someone who never heard of an internal combustion engine, but as an experienced car buff and expert mechanic myself, the LIE I was told would've meant this: When you turn the engine off, it turns itself upside down and then the oil runs down from the oil pan, past the rings, through the valves, and out the exhaust pipe although the car does not leak a drop. I called them on it and was told to set up a test -I must bring the car back in EXACTLY 1,000 mile inervals. They changed the oil and when I got it back and checked it, it was two quarts too full. When I couldn't time my return to EXACTLY 1,000 miles, I was told I had ruined the test. Also, the car burned out the audio amplifier. The car also burned out my radar detector and cell phone charger, so I used my top of the line digital voltage meter and found the voltage to run as high as 14.86 volts. I asked them to check it and they found that it never rose above 14.2 volts, so I actually have no problem.The amplifier had to come from Japan (apparently by sea turtle) so it was two months before they got it installed. In the mean time, I had filled in a negative report on their performance on the mailed to me customer satisfaction survery which I marked: do NOT disclose my name. So on the second visit, when I got the car back, the little button on the seat belt that holds the clip up was gone! The clip now slides down under the drivers seat every time I let it go. Also, while they were in the trunk for the amplifier, they apparently adjusted the trunk opener device so that now when I use the interior button or the remote to open the trunk, it pops open only to go right back down and latch again. Not to mention that the airbag warning system malfunctened five times in a row requiring a return to the service department and each time I had to leave it. YOU HAVE BEEN WARNED More

The new addition of their recent servive director at this location has made a tremendous difference at this location. Exceptional service all around!!!! My loaner car was waiting for me and the repair was location has made a tremendous difference at this location. Exceptional service all around!!!! My loaner car was waiting for me and the repair was as smooth as can be. Perfect repair; everything was explained to me ahead of time without any surprises to catch me offgaurd. I didn't have to come back after the repair was finished. It was repaired to my total satisfaction. Quick response time with the repair. Totally recommend without a single doubt. If everyone was treated this nicely in life, we wouldn't have the problems in this world that we do now. I am so totally satisfied with my repair that I will not go anywhere else. They've got my service!!! I will definitely continue to return to this location for all my repairs. More

I bought a used car from them and was lied to concerning the condition of the car, I was told by Mr. Ortiz that they had done a 120 point check on the 1995 Gold Lexus and that he had not problem with it and the condition of the car, I was told by Mr. Ortiz that they had done a 120 point check on the 1995 Gold Lexus and that he had not problem with it and was in great condition. After only having it for about 9 days I noticed oil leaks, it that it to a repair shop here in Indiana were I live(I drove all the way to Alexandria,Va. to purchase the car)I would told by the repair shop here that the car had major engine problems:Missing engine cover pan,drive shaft belt needs to be replaced,front pump pressure hose leaking,license plate bulb out,front drive shaft flex disc cracked, engine seal oil leaks, power antenna motor needed to be replaced, passager side door does not open from the outside, engine will need to be steam cleaned because of oil leaks spraying every where,timing belt needs to be replaced. I have emails where Mr. Ortiz stated that they had done a 120 check on the car and that everything was great,he lied. They gave me a 30 warranty and told me when I purchased the car that it would be no problem for them to honor the warranty for me here in Indiana. I have tried to contact them all several times and they would not return my phone calls. I have contacted consumer affairs concerning this issue and Mr. Russell responded to them saying that I needed to bring the car all the way back to VA. to let them look at,this is not what they told when it bought the car. I can not drive the car at all. I have it would cost me over $500.00 just to get it back to VA. People do not trust these people, they are liers, all of them, they will tell you anything to get you to buy a car. Warning do not buy from them, you will be sorry!!! I bought this car from them on Nov. 16,2008 and I am still fighting to get the warranty work honored on it. I bought this car for my son and he still is not able to drive it. Passport Infiniti should be investigated and charges should be brought against them for their auto fraud , fraud, fraud selling practices. If they had done the 120 point check as stated, then they knew of the problems with the car, but they sold it to me without disclosing this to me. BEWARE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! dixon2526@sbcglobal.net More

I purchasde a used suv from this dealership about a year ago. At the time of delivery I was promised a couple of things involving my car by the used car manager Kevin, which was never taken care of. I went ago. At the time of delivery I was promised a couple of things involving my car by the used car manager Kevin, which was never taken care of. I went back several times for these issues and nothing was ever done until the last time I went in and was introduced to the current manager Keith Rodriguez. He took my concerns seriously and said he would do everything he possibly could to resolve my complaints, he then gave me another car to drive while my car was being repaired. A few days later, recieved a call from him letting me know that he was on top of the issues with my car and would be back in touch with me as soon as the car was completed. I recieved the call the following friday that the car was finished an that I could pick it up the following day. I went in to pick up the car and was very pleased with the outcome. I would strongly recommend Keith Rodriguez for any sales or service, he was very pleasant to deal with and got the job done as promised. More