Exemplary customer care - Marleys infinitis
Received exemplary customer care and service from the service mgr David and the care agent Jim to resolve the tire problem for the Q70L model. Even though ultimately the problem was created with corporate infiniti decisions to reduce new vehicle driving performance with ill fitted tires. Will use plaza for service even if vehicle not purchased there....
Airbag recall poor repair & service manager needs training - Redlinez
Poor service dept experience with the Bommarito Infiniti Ellisville location. My vehicle was listed on the airbag recall and I chose Bommarito over another location for this recall repair, but it appears this was a mistake. I was a bit reluctant as the interior dash was in fine shape and without any real issue other than a minor, very minor scuff/cut near the cluster bezel and I realized that it would be difficult to get into it without some marks or obvious tooling. The dash was damaged during the service and the service manager states "it came in that way and they will not correct it, if I had a problem take it to Frank Bommarito". I knew there was an issue when the service desk staff left upon my arrival and I was referred to the service manager. He also stated they would be happy to repair it, if I paid for it! I was told when I brought in the vehicle that the dash typically requires replacment, so I was not too concerned at the time if there was a work standard and they would comply with it. They fabricated evidence in their favor by not only holding onto my vehicle to obtain photos and state they were "before service pictures" but accused me of lying. Any qualified technician from inspection can quickly determine that the damage is from removal/installation of the dash and not simply wear and tear as they claim. I attempted to discuss this and show the service manager but he was rude and kept with the fabricated story that it was like this and supported this with claim of pictures and the fact we use a dash mat. As with any of my 30+ vehicles I have owned, a dash mat is typically the first thing I obtain and use to prevent aging and wear of the dash. Not to cover up damage, which if it had been I would have long ago had it repaired. I never once upfront asked for a replacement dash, only expected the repair be done in a reasonable manner and if there were defects created, have it repaired at the least by a dash/vinyl repair expert which they should call in to touch up their work if not replacing the dash per the work matrix standard if required. The credibility & professionalism of the Infiniti Service Staff is my serious concern, not so much the outcome of my value of the interior of my auto. Service manager was rude, quick to disagree and from my experience lacked any real quality customer interaction skills.