My Review Of Infiniti of South Bay:
The single worst sales and customer service experience I have ever had on any purchase of anything in my life. I don’t typically go online to write reviews because as a business owner myself, I’m busy, but I can also appreciate how one error by an employee can unfairly damage a company. However, this is not the case at Infiniti South Bay where everyone from the receptionist to the general manager were absolutely horrible to work with. And when I say horrible, I mean disrespectful, incompetent, dishonest, rude, and borderline criminal if you ask me.
I recently leased a new car from them, my second Infiniti. I got my new car two and a half months ago and to date I still do not have a bill or registration. Instead in that time, I’ve had to execute two different leases (since they screwed up the first one and opps – the new lease is going to cost me more money conveniently for them, after being in the car for a month!) How this is legal is beyond me. Then they claim the DMV is slow and it’s not their problem I don’t have registration, it’s the fault of the DMV, yet they can’t find anyone to blame for not having an account number for me with Infiniti or a bill sent to me so I can pay for the car. Since they have no way to credit an account, I can’t pay my monthly payments yet, despite my dozens of attempts to do so, though they are still insistent this is my problem and therefore all late fees will apply when a bill finally comes. I’ve called and emailed dozens of times on a weekly basis in the past several months to attempt to make a payment and get these issues resolved and I never get a returned call unless I sit on hold and demand to wait until I’m spoken to and then I’m told I must be the only one to blame, or the mailman is, or the weather is, and they can’t find anything wrong in their paperwork yet they can’t provide me with any information that should prove that paperwork is correct (the second time) or allow me to make payment.
To add insult to injury, I just got a call from Infiniti Corporate who claimed I never turned in my old Infiniti at the end of the lease and I owe back payments because this dealership never reported they took possession of the car several months ago and filed the appropriate paperwork. After several calls and emails, I did get that issue resolved, only then for them to claim I owe excess millage fees on my old lease when it was negotiated that those would be waived if I got a new lease from this dealership. This was my breaking point. So finally I went to the top and wrote a letter to the general manager and called him as the issues were never ending and not getting resolved. I expected Frank to be appalled by the way his company had handled my account. Nope. Instead he accused me of making up a story, that they would never negotiate such a deal, with millage, etc. and that I owed that money. That was until of course I told him I had it all in an email from his staff with a paper trail of proof a mile long to back up every single claim I was making that he believed to be a lie. (Customer is ALWAYS wrong in their eyes). Then he’s response to me what not an apology, but a threat not to speak to me if I gave him attitude. I admitted to having attitude because he had accused me of not telling the truth when I clearly was and did not apologize for accusing me when I proved my innocence. (Just because they lie, they shouldn’t operate under the assumption that everyone else does too). So no empathy, no apology, nothing pleasant whatsoever from the general manager, instead, he stood behind the claims of the other staff that none of these issues were their fault, that they were simply in the right and I was lying about one thing or another or if not, then the issue fell on someone else’s responsibility. To date, I still have no bill or car registration. I have resolved the previous lease issues after many, many phone calls and emails.
I have always loved my Infiniti cars but this experience has been so horrible, that every time I get in my car I have a distaste for Infiniti. They should revoke this dealer’s right to sell their cars as I doubt I’ll ever get in another one again thanks to my experience and the egregious actions of their staff. But I can’t fully blame the staff. It starts at the top and with such a despicable general manager like Frank, who can blame the rest of his team for behaving badly, not being able to do their job properly, or treating other people the way I expect they are treated by their boss. He doesn’t empower them to do their job, he sets them up to fail. Even when I asked the receptionist for the general manager’s email address to send a formal complaint letter she said she didn’t have it because she’d never emailed him before. I asked if she might have it written down on a company directory and she said no. So finally I asked her to put me on hold and go ask someone else in the office who might have emailed the boss once before in their career for that email address. It took her about five minutes to find it. Enough said. They don’t deserve to be in business and I implore you to go elsewhere or suffer similar experiences that I have had, something I don’t wish on anyone.
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