Kelly INFINITI - Service Center

FOUR frozen doors Having brought my car in for a service in regards to all FOUR doors freezing after multiple snow storms, my first appointment went smoothly. I was to Having brought my car in for a service in regards to all FOUR doors freezing after multiple snow storms, my first appointment went smoothly. I was told they used grease and silicone around my doors and that should solve the problem. Unfortunately not even 24 hours later, I walked out to my car to go to work and was completely unable to get into my car. None of the four doors would open. The only way I can get in is to leave the car in the sun for HOURS. After roughly 7 phone calls and almost a full two weeks later I finally was able to get the director of service Jeff Brown to return my call. And to my astonishment his response was "this is a design flaw of the G37". I am sorry, but I find it completely ridiculous that Infiniti offers AWD products, in a wintery part of the country, and then tells you that it's a design flaw that does not allow you to enter your vehicle when it snows. On top of that, he told me "there is nothing that Infiniti can do because they looked at the car and saw nothing wrong". Well sorry to say but this hasn't happened in previous snow storms so something is definitely wrong. His response was to take it to another Infiniti dealer for a second opinion if I didn't believe his story. I called Norwood Infiniti and the service manager Nigel said "there is no way all FOUR doors should freeze shut, something is definitely wrong". He wanted to schedule an appointment for the next day to replace the actuator on the door to see if that would solve the problem. Mind you, I called at almost 7 p.m. on a Friday night and he answered and was already trying to figure out what can be done to help me. I am in the process of scheduling an appointment with Norwood Infiniti which is roughly an hour from my house solely because Jeff Brown is telling me there is nothing that can be done. Kelly Infiniti is approx. 15 minutes from me which is why I went to them to begin with. I spoke with the GM Lisa Avola the following Monday and she reinforced what I was told that there is nothing wrong with my car. She even told me she had to park a car in the service bay to open the hood. Nothing mentioned about all FOUR doors freezing shut after multiple snow storms. Kelly Infiniti’s service department treats their customers awfully. I have spoken to multiple Infiniti owners, along with all family and friends to see if they have ever heard of this and what is their response? They all look at me like I am lying to them. No one believes that all FOUR of my doors freeze shut after a snow storm. To Lisa’s credit when I told her about the Norwood Infiniti’s plan she told me that they could do the same, but they can only replace the actuator if it is actually damaged. I don’t know what is causing this problem nor can I find anything online that is even remotely similar, but Kelly Infiniti has washed their hands and is completely useless in resolving my problem. Customer service was nonexistent and I will refuse to ever go back there or recommend them to anyone ever again. This may have just caused my opinion to change of Infiniti for the worse. ---UPDATE--- After posting my bad review previously, Lisa Avola, the GM, made it her duty to get in touch with me and right this wrong. The service she provided was much better than earlier and she offered to bring my car in and replace the four locking actuators in the door. Unfortunately due to the warm weather, it will be impossible to tell if this corrected the problem. I made sure to ask her and she said next year if I have any problems, to call her directly. This made me feel reassured for the next winter. At this point I can say I am satisfied with the service received, just only wish this was the result the first time. in the end, Lisa provided excellent service and I am happy with the result. More

I had bought a nice Infiniti g37 convertible a few months earlier. As a second car, I had only driven 1100 miles, but wanted an oil change before winter. I came in on Nov 13th 2013, waited, then left when th earlier. As a second car, I had only driven 1100 miles, but wanted an oil change before winter. I came in on Nov 13th 2013, waited, then left when they said it was done. When I got home, I opened the hood to make sure the oil was new, as I don't trust anyone. As soon as I opened the hood, I saw a big mice or chipmunk nest with acorns and droppings right on the center of this brand new engine! They had also nested in the air filter and a few other locations. I took a pic and sent it to service manager Dave Rossi, saying "Did you plan on telling me there were mice nesting in my engine?" No response. I vacuumed it all out, then I crawled under the car to take the plastic engine cover off to see if the oil filter was new. It was stuck in place as if it had not been removed since the factory. Just 100 miles later the indicator light came on showing there was no washer fluid. It is obvious the service people saw the very low mileage and never even bothered to pop the hood, thinking "this soccer mom is all set", etc. I went to the dealership with all of the pictures of this "experience" and demanded to see Dave Rossi. They said he had been fired I said "No wonder!". Then the "new" service manager came out, I showed him all this and he gave me the typical xxxxxxxx excuses instead of just apologizing. I said "Just give me a gallon of washer fluid, so I can add it myself!". So I told Infiniti corporate about this, and the only response from the dealership was from the salesperson Chris, who was a decent guy. I don't want this to reflect on him, but this is why I hate car dealerships. I had an even worse experience at Kelly Nissan, where I had bought a Nissan GT-R that I traded in for this car. Now I will tear Kelly Nissan a new one on here also. More

This is a review in progress. I brought my 2003 G35 to Kelly Infiniti last week on 9-13-2011. The car is in perfect shape with the exception of two rust spots on the rear door posts in identical locations Kelly Infiniti last week on 9-13-2011. The car is in perfect shape with the exception of two rust spots on the rear door posts in identical locations that are rusting through both from the inside and outside. Mike was and has been very helpful taking information and letting me know I needed to go to the Beverly collision center for an estimate. The following day I went down, pulled in, let them know Mike sent me and within 15 minutes I was out the door heading back to Danvers estimate in hand. It turns out the car door posts were manufactured with bad metal that year and according to the estimate both rear doors are in need of replacement at a cost of $4,000.00 dollars. I searched online and it turns out this is a common issue with Infiniti's and from what I understand Infiniti recognizes the problem and extended the 7 year coverage to 10 years from manufacture date. The following day when I went back to the service department Mike was again helpful and accomodating. We talked more about the problem and the estimate. He informed me any estimate greater than $600.00 required a second estimate at a bodyshop of my choice and to fax it to him as soon as I was able to so he could get the information to the 'Rep' who would ultimately be making the decision. On Saturday I brought the car to an autobody shop in Salisbury, MA and the estimate worked out to be $1,200.00 dollars. This estimate doesn't replce the doors but instead fabricates metal and fixes the problem in a different way which I would be fine with. Today, 09-19-2011 I dropped off the second estimate for Mikes review and submittle. I am truely hoping I will be able to report a positive end result. More to come. Jon Carlson More

Best place for Infiniti service in the area. I could go to Herbies, or Nashua, but neither comes close for service. My only complaint is the loaner cars reak of smoke. Obviously this is the fault of the to Herbies, or Nashua, but neither comes close for service. My only complaint is the loaner cars reak of smoke. Obviously this is the fault of the users of the loaner cars (us), but I assume there is some way to clean them right? I only had a little experience with sales at Kelly, but it was with a brand new salesmen. So I can't speak much to that. I highly recommend Kelly Infiniti for service. Especially if you are under warranty. More

We have an Infinity M45 and had to bring it in for service. Since we bought the car used, we hadn't ever been to Kelly. They were great. After the service my husband commented "I think that's the f service. Since we bought the car used, we hadn't ever been to Kelly. They were great. After the service my husband commented "I think that's the first time I took my car to a dealer that I didn't feel like they tried to beat me out of something" The people at service were nice, they called several times to discuss issues with the car. Since we have the extended warranty, all work except the oil change, filter and wax were covered without hassle or question. They were very diligent in figuring out the squeaking noise the car was making. It was easy to schedule and they asked if I needed a loaner. All around I would say pleasant and easy to work with. I am sure we will stop by when we are ready for our next new car purchase. More