Stiwar Polanco

My experience with salesman, Stiwar, was amazing, however, as for the rest of the staff at this dealer, I’m unimpressed. I bought my new (to me) car from Herb Chambers Infiniti of Westborough on however, as for the rest of the staff at this dealer, I’m unimpressed. I bought my new (to me) car from Herb Chambers Infiniti of Westborough on October 5th. When I looked at the vehicle I noticed the passenger front tire was completely bald and the hood latch needed replaced- I requested both be taken care of by the dealership if I were to purchase the vehicle. They said no problem we’ll take care of the tires today and you can take it home and we’ll set up an appointment for the hood latch. Myself and the family member accompanying me were told to go to lunch and by the time we’re back it’ll be set to take home. We got back to the dealership after lunch and were told sorry, you can’t take it home today because the hood latch is a safety issue. Not thrilled to have wasted two hours at lunch waiting, but I let it go. They agreed to bring the car to me nearly an hour away after repairs were done due to the inconvenience. I was satisfied with this and got the car home on October 9th. Fast forward a little over a week later, I notice some sounds and concerning vibrations coming from my vehicle that I want repaired since I just bought it. I dropped the car off the evening prior to my service appointment. At about 2pm on date of service, i attempt to call service department to see if there were any updates. 3 hours of trying to call and leaving voicemails and I can’t get through to anyone and don’t get any returned calls. I reached out to my salesman, Stiwar. He was able to check in and let me know the vehicle wouldn’t be ready and should be all set the following day. Okay, no problem. Fast forward to the following day. The dealership has had my vehicle for a day and a half now and no updates, so i take it upon myself to contact them. I’m told by sales my car is done, ready for pickup and someone from service will be in touch shortly to go over what was fixed. I get in touch with service and am told repairs had not even been started and they were waiting for sales to ok the repairs since I just purchased the vehicle and would be in touch again shortly. I specifically asked if the repairs would be covered by warranty since I just bought it, and was told yes. About 20 mins later i get a call from sales stating my car is all set and that I’m responsible for all repairs since they were not safety related. I was told “our manager Buolos noted he spoke to you last night and that you agreed to cover the costs because it was not safety related?” xxx!? No one ever spoke to me about it or went over this with me. I let them know no one had ever reached out and I had tried for hours to reach someone with no luck, and that had I known it was going to cost me in the first place, I wouldn’t have bothered bringing it to them. I was then told they’d look into it and someone else would be in touch. I then get a call from another person, stating my car is all set for pickup and no work has been done since they weren’t covering the costs. Multiple different people, not one story matches. I was told the vibrations coming from my car is because of mismatched tread between the front and back due to them replacing the tires- so something having to do with work they did when i bought the car. And a day and a half with my vehicle to do absolutely nothing to it- for what? Unacceptable. My salesman Stiwar has been incredibly helpful in trying to get answers for me and making this right, however, the service staff and management has been nothing short of a disappointment and major headache. I am incredibly disappointed in the poor service I received at this dealer. I will not be doing business with this dealership in the future and will be recommending all family and friends stay far away. As for Stiwar, I enjoyed working with him and hope he finds a new place of employment where his co-workers and management share the same work ethic. More

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Stiwar was very attentive to what my needs were. Included my needs for the whole family Included my needs for the whole family More

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Ferdy and the crew are excellent! Professional, courteous, fast and efficient! Our car was in and out in no time! Professional, courteous, fast and efficient! Our car was in and out in no time! More

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