Southwest INFINITI

On March 18, 2021, I traded in my 2014 Audi Q5 and bought a 2019 Audi A5 Sportback, financed total is $30,000. 2 weeks go by and I notice that my credit union is still showing the Q5 as debt that needs to be a 2019 Audi A5 Sportback, financed total is $30,000. 2 weeks go by and I notice that my credit union is still showing the Q5 as debt that needs to be paid, so I call the dealership to see what was going on. They told me that everything was fine and that they'd be cutting a check that day if there wasn't one already drawn and I trusted that they'd take care of it. Another week goes by and my credit union calls me to ask when I'd be making my next payment on the Q5 and I told them then that I'd traded it in to Southwest Infiniti, which they responded with telling me that I'm still on the hook for that loan and need to pay it. I call the dealership immediately after I hang up with them and explained that this could potentially damage my credit and that I'm trying to buy a house this year, and yet again, they assure me that the check is in the mail to my credit union. Another 2 weeks goes by and I get another call from my credit union telling me that the car still has not been paid off. At this point, it had been 5 weeks since I'd purchased the A5 Sportback from Southwest Infiniti and this is when it started to become incredibly alarming to me. I call again and ask to be passed to Finance or to the GM, and at this point they must have been tired of talking to me because they stopped answering my phone calls and didn't return one of the 15 calls with voicemails that I'd made that week. Now, on week 6, and still no word or callback from Southwest Infiniti about what's going on with my trade in, so I call in using a different telephone number and name, and this is when they pass me to a woman named Robin. I'm trying to hide my anxiety about the Q5 not being paid off and instead, just asking her questions about the process and what might be taking as long as it is for this to be paid. She identifies that the check has not been cut or cleared and this was the first time that she'd placed the blame on someone else - she says there's someone new in that department and that they're behind. Robin also said that she'd do everything she could to make sure the check was cut that day after I explained the harm this could do to my financial history, which I thought she understood and respected because she said she'd call me back right away. That call was at 9:30 AM in the morning. By 3:00 PM that same day, she still had not called me back, so I tried calling back in and the same thing that happened the week before started happening again. She was ignoring my calls and not returning my voicemails. So again, I change my name and number and call back in requesting Robin and, of course, she picks up right away. After a few minutes of questioning what she's doing to get this taken care of, she lets me know that all she's done on my behalf was send an email to the person in that department, to which she said she'd received a reply from them stating that they are behind and are having trouble processing my check. Robin claimed to be the person in charge of payoffs, so when she told me that all she's done is send an email, I asked if I could speak with the GM which she continually denied. All the while, she's attacking this new person in that department saying it's all their fault and that it's beyond her (Robin's) control. Now I know that they're deliberately doing something with my trade in, so again I ask that I be put on the phone with the GM or I would have to have my attorney call back as they have now legally stolen my vehicle according to Texas State law. At this point Robin becomes irate and argumentative so we get off the phone. I then call my credit union and tell them the situation and they tell me that they'd handle it. I get a call back less than 30 minutes later from my rep at my credit union saying that he told them they could either write a check for the Q5 that day or they'd come pick it up that day, and right away they cut the check and processed it to my credit union. Within 30 minutes of him calling. He then explained that this is something Southwest Infiniti does quite often. He explained that Southwest Infiniti was trying to sit on my trade in and sell it so they wouldn't have to write a check for the payoff and that he's handled more than 3 situations personally with Southwest Infiniti for the same matter. I understand this is long, but this company has almost destroyed my credit and put a repo on my history that will completely ruin my chances of purchasing my house later this year and I hope that something is done about this. More

They made sure I was happy and taken care of from sales to service. They were out of loaner cars so they gave me a car from the sales department. to service. They were out of loaner cars so they gave me a car from the sales department. More

I was very impressed with how friendly the gentleman I work with was. I appreciated the Lyft home and back. I also loved the maintenance video they sent me so that I could see what they were doing or what work with was. I appreciated the Lyft home and back. I also loved the maintenance video they sent me so that I could see what they were doing or what needed to be done to my car. More

Tony did a great job and was very knowledgeable about the vehicle leased. Enjoyed working with him and look forward to working with him again. vehicle leased. Enjoyed working with him and look forward to working with him again. More

My husband and I were both very pleased how our salesperson Claude Bradford handled the sale. He was very respectful, not pushy, which made it an enjoyable experience. salesperson Claude Bradford handled the sale. He was very respectful, not pushy, which made it an enjoyable experience. More

I would like to express exceptional service provided by Robin Nubani! She was very professional and demonstrated good management skills. She was trying to provide all necessary assistance and clarification Robin Nubani! She was very professional and demonstrated good management skills. She was trying to provide all necessary assistance and clarification. She puts customer satisfaction to the highest priority. More

Jeff and the entire dealership are awesome, friendly and very professional. They were (and still are) readily available to answer all my questions and concerns but most importantly, they delivered my car as very professional. They were (and still are) readily available to answer all my questions and concerns but most importantly, they delivered my car as promised. Great experience! More

The service to purchase the new QX60 remotely was very welled managed by the entire team to accomplish this sale in such a short period. I do not see James Pressler on the sales list, he would get 5-start welled managed by the entire team to accomplish this sale in such a short period. I do not see James Pressler on the sales list, he would get 5-starts. More