Professional, friendly, prompt & expert service is the
norm at this dealership. I don’t trust any other with my Infiniti. The waiting room is modern, clean & amply supplied with a wide variety of tasty sn
norm at this dealership. I don’t trust any other with my Infiniti. The waiting room is modern, clean & amply supplied with a wide variety of tasty snacks & beverages. The restrooms are modern & clean. Their customer service is top-notch!
More
by cvclark2000
Other Employees Tagged:
Guiliani Chinchilla
Jun 09, 2022 -
INFINITI of Gwinnett responded
Thank you for kind words. We look forward to your next visit! Take care!
Great all around store to purchase and have your vehicle
serviced at! Will be back again!
serviced at! Will be back again!
More
by M_MONAHAN
Apr 09, 2022 -
INFINITI of Gwinnett responded
M_monahan, thank you for your kind review; we are happy to pass along your comments to the team here at Infiniti Of Gwinnett! If you have any further questions, please give us a call. We're always happy to help!
Great service center, clarity in teh work performed and
they wash and vacuum the vehicle while you enjoy complimentary snacks and beverages.
they wash and vacuum the vehicle while you enjoy complimentary snacks and beverages.
More
by Chandlerm7448
Feb 17, 2022 -
INFINITI of Gwinnett responded
We appreciate your positive review about your recent experience with us! We are always more than happy to assist you if anything else comes up. Take care!
Velko was super helpful and great. He worked out the best
possible options for me in the purchase of my new lease. Even after I picked up the new vehicle he checked to make sure everything was ok and made su
possible options for me in the purchase of my new lease. Even after I picked up the new vehicle he checked to make sure everything was ok and made sure that I had every feature working. Thank you so much Velko ! Definitely will be returning for more service with you.
More
by Vash Seerattan.
Dec 10, 2021 -
INFINITI of Gwinnett responded
Vash Seerattan., we strive for 100% satisfaction, and it is great to see you had such a positive experience at INFINITI Of Gwinnett. We are always more than happy to assist you if anything else comes up. Take care!
Service advisor Guiliani and manager Greg were polite
and helpful during my first service appointment needing oil change and tire rotation. I hope that future service goes just as well.
and helpful during my first service appointment needing oil change and tire rotation. I hope that future service goes just as well.
More
by JR
Other Employees Tagged:
Guiliani Chinchila
Sep 09, 2021 -
INFINITI of Gwinnett responded
On behalf of the INFINITI of Gwinnett Service Department, we'd like to thank you for your kind words. We strive to make sure our customers needs are met. We hope to see you again for all of your INFINITI needs.
Pull in for service and promptly greeted by the valet who
ensures the service adviser is engaged. Service adviser takes control and the vehicle is expedited through. With a nice complimentary vacuum and wash
ensures the service adviser is engaged. Service adviser takes control and the vehicle is expedited through. With a nice complimentary vacuum and wash.
More
by chandlerm7448
Sep 09, 2021 -
INFINITI of Gwinnett responded
On behalf of the INFINITI of Gwinnett Service Department, we'd like to thank you for your kind words. We strive to make sure our customers needs are met. We hope to see you again for all of your INFINITI needs.
The service was excellent and completed in a timely
manner. I look forward to my next visit as I know it will be another pleasant experience.
manner. I look forward to my next visit as I know it will be another pleasant experience.
More
by anonymous
Aug 05, 2021 -
INFINITI of Gwinnett responded
Thank you! It was our pleasure to serve you and we look forward to seeing you in the future!
My husband @CFinn left a review at which you all
responded and left out several details from my visit.
1. The vehicle Greg and I test drove had a very faint whistling whereas my vehicle had a lo
responded and left out several details from my visit.
1. The vehicle Greg and I test drove had a very faint whistling whereas my vehicle had a loud whistling that permeates so much even Greg heard it. However, he did not hear this whistling sound in car we test drove.
Next, Greg then blamed the manufacturer at which I asked if there was a recall and of that is the case, why is the whistling only on the driver side? He then stated, "I should trade in my vehicle, maybe the whistling is faint in the autographed (QX50 we test drove) then your vehicle because they could have fixed it using different material or parts." Now, wait a minute, my car is new but in order to fix this annoying loud whistling issue, I need to repurchase a vehicle that has different parts. Yeah okay, makes perfect sense, right?
2. Mark did sit with me in my vehicle but again you left off several parts. Mark and Greg both stated they didn't know why I had a guest profile that I could not edit and why I would need to setup 2 user profiles, 1 for each key fob which is essentially 3 profiles. This was the question at hand. Mark then said he would contact some guy to ask about the guest setup as he had never seen it or paid attention to it. Mark then advised me to go back to the sales person I purchased the vehicle from because the setup didn't seem right.
3. The issue with my vehicle Hotspot not connecting has been resolved but after pulling off from the service department, my Bluetooth will not connect.
You guys have no clue about these vehicles you service or about customer service. Greg seemed very flustered and was being pulled in several different directions while I was there.
Overall, I am disappointed in this experience and service here. We will never purchase another Infiniti (well unless we can find a service department with better service and the competency to actually learn the vehicles they are servicing).
Hire as many people you feel is necessary to respond to these negative reviews but the facts are still present in these low reviews
about this location specifically; bad communication and customer service, lack in the expertise and knowledge necessary to service these vehicles, dishonesty and a clear lack in morals, character and values. But I guess that’s just the car business huh…
I will provide an update to this post once I visit the other location for service.
More
by Nisha
Jun 09, 2021 -
INFINITI of Gwinnett responded
Mrs. Finn,
We appreciate your feedback. We apologize you were unsatisfied with your visit. We do believe someone at this dealership or another Infiniti dealership would be able to assist you. We want you to enjoy your new car and your Service experience at any dealer you visit.
Management
Jun 16, 2021 -
INFINITI of Gwinnett responded
Finding fault is easy…
After reading all responses and reviewing with my employees regarding your issues, I see where “We” could have possibly helped further. I have discussed these issues with my staff.
However, your last paragraph was unnecessary, slanderous in nature, and totally untrue. To go out of your way to “verbally abuse and use personal harmful rhetoric” clearly shows all readers the type of customer(s) we were engaging.
You literally know nothing to what you alluded, insulted, and condemned. As you mentioned earlier, you bought your vehicle elsewhere, “used” our Dealership as your personal whipping boy, and now seek another (the 3rd) dealership. Well, please do so. I would no longer want nor seek your future business after you exhibited such hateful behavior toward my staff.
Steve K. Kendrick
Executive General Manager
INFINITI of Gwinnett
678-812-8510
skendrick@infinitiofgwinnett.com
Cc: INFINITI USA Customer Care, INFINITI Management, INFINITI Field Management Team, DealerRater, Google Reviews
Jun 09, 2021 -
Nisha responded
Clearly it was not at the Gwinnett dealership. Complete waste of our time!
Jun 16, 2021 -
Nisha responded
UPDATE: 6/17/21
The Atlanta Infiniti fixed both the guest profile, key fob, and my Bluetooth issues smh! This proved my entire point about the level of knowledge and expertise at the Infiniti of Gwinnett service department.
UPDATE: 6/16/21
As you can see, based on the dealership reply, these people are unprofessional and emotional. However, to correct his ridiculous and off-base reply, this was the first service department I visited since the purchase of my vehicle. I have an appointment to take my vehicle back to the dealership I purchased my vehicle from. And, this is their leadership/management team. How unfortunate and sad!
You are simply hothead best! Great staff! What more can
I say. The work is great, the staff is great. The entire team works very well together.
I say. The work is great, the staff is great. The entire team works very well together.
More
by Harmong4Q70L
Mar 30, 2021 -
INFINITI of Gwinnett responded
Thank you so much for taking the time to give us your feedback. We are thrilled to hear about your experience at INFINITI of Gwinnett. We hope to see you again for all of your INFINITI needs.
Poor service - $850.00 to replace tube fitting(should
have been a recall based on internet grievances) ...3 years later same result...sun roof leaked...and additional $150.0 blow air thru tubes....I ques
have been a recall based on internet grievances) ...3 years later same result...sun roof leaked...and additional $150.0 blow air thru tubes....I question that was not the first service work actually done as we always thought it still leaked....just to much of a pain to bring it back in after last time
More
by kentpoteete
Nov 10, 2020 -
INFINITI of Gwinnett responded
Mr. Poteete,
Your previous repair was not leaking. There was a new leak reported in October. Sun roof drains get clogged even with vehicles that are not driven a lot or stored in a garage. When driving there is debris in the air, or from other vehicles on the road and over time dirt will collect in your sun roof drain tubes. You paid $150 for the technicians time to find the leak, unclog your drains and confirm the repair by performing a water leak test. Your carpet was wet and needed to be pulled, disinfected, cleaned and dried, along with the water sitting underneath the carpet. That is what the $850 quote was for. That was for the labor to pull the seats, remove the entire carpet, disinfect it, clean it and then dry it and reinstall all components. You declined that repair so your carpet was still wet even though we did unclog your drains.
Nov 10, 2020 -
kentpoteete responded
Yes the previous repair was for leaking in the passenger side and you indicated that it was the lines had broken away from the firewall mounts and mounts had to be replaced
After I brought the car in for service in October, the service performed was to verify the origin of the leak. (I) had indicated that the front floor and the back floor were wet (as they were from 2017 work). Service determined that the lines were clogged, in the service work it was NOT defined which lines were clogged. Once work was done, I brought vehicle home I realized there was water in the rear passenger side and the front as well. I was not offered the $850 after this service UNTIL I complained that they could have at least topically vacuumed the water as courtesy. I put it on a slant, vacuumed the remaining water and put a fan on the area. This was a simple process. Unfortunately, I cannot attest to the service work they did or did not do as it again leaked 2 days after the service. Once I notified that it was still leaking they indicated they will need to charge an additional $150.00 to "re-evaluate" the "NEW" leak. Obviously they either didn't remediate the leak or created the issue when blowing out the tubes(the tubes can disassociate from the connector under extreme pressure) Either way I found this to be prosperous being that after the new rain 2 days after the pickup of vehicle, it had the same leaked situation, same side. In all accounts I called around to check the labor costs and found others who would "clean up" the aftermath for less (with removing 2 seats and lifting the carpet to vacuum and dry area as the driver side had no issue) but would not address the leak as it is best left to the manufacturer whom has specialized skills to find the issue. Obviously I thought I took it to the manufacturer service center and the skills were apparently not applied to this car as it still has the leak. In the mean time I have put a tarp over the car to resolve the leak but find that the service needed was not handled effectively and that there should have been some form of warranty to the work performed. At this point I am at a stand still as I don't feel I should have to pay an "additional fee" to service work that was just not completed properly. One would expect for the value (cost) of the vehicles it would be addressed in a higher level of decorum than what I have received. I am now forced to search out another qualified regional service center to again pay my $150.00 to start the entire process over again....not the customer service experience I was expecting.
Nov 10, 2020 -
INFINITI of Gwinnett responded
Mr. Poteete, Your repair in 2017 was not the cause of your new leak. The repair from 2017 was to replace the grommet and sealant. It is still in place and working properly. It was noted by the tech on the repair order from your visit in October. The leak in October of 2020 was from the sun roof drains being clogged. We can provide you with copies of your repair orders so you can see exactly what was done at each visit. Please let us know if you would like for us to send those to you. The reason we recommend to remove the seats in order to pull the whole carpet, disinfect, clean and dry is so you do not end up with mold and then the entire carpet would need to be replaced. There is standing water under the carpet when there is a leak because there is an area under the floorboard where there is a well and water will accumulate so once you drive, it will slosh and re-wet the carpet. We charged you fairly to diagnose, unclog the drains and perform a water leak test to ensure the drains were no longer leaking. Had we removed the water and pulled the carpet, ect there would have been an additional charge. We feel we were transparent with our pricing and you agreed to the $150.
Nov 10, 2020 -
kentpoteete responded
Mr Brannon,
Yes please do send the previous repair documents (you have my email on file) as they will be useful moving forward. I understand that removal of seats and possible dash if required would be time consuming. As far as the present charge, I am not disputing the charge was reasonable. I don't believe I was offered the water removal at the time of service as I don't believe the parties involved realized the extent of the standing water or negated to inspect before release, only after I raised the issue was it offered. I am disputing that the service was not comprehensive and if one was to determine if the car still had a leak they would have to remove the water to determine if it returned in the compartment during the " water leak test" in turn the car is still leaking if un- covered and if water was not removed how would someone sign off on the work to verify the leak was in fact remediated? I am unclear of said techniques but would assume that unless the water is squirting out during the " water leak test" it would pool slowly and would be difficult to determine which tube was clogged unless it pooled into and area.....never the less charging an additional service charge when the service was sub-par just adds insult to the injury. I would love to not have to search out another service center to perform the service required but I'm not feeling the "customer is always right satisfaction in this situation...
Nov 11, 2020 -
INFINITI of Gwinnett responded
Your service records will be emailed to you shortly. Just to clarify, a water leak test allows the tech to see the flow of water through the drains. If operating properly, the drain will empty out of the bottom of the car, not into the car. That is how he was able to know that they were functioning as designed.
Nov 11, 2020 -
kentpoteete responded
I appreciate the records sent....I brought it in for evaluation of a cabin leak, It was determined that the cause was the drain tubes being clogged. The remediation to the drain tubes may have been an issue but what remains is the initial issue of the water in the car after it rains. I took vehicle home, I vacuumed the water out, we then had a storm 2 days later and it then showed water in the cabin....so in my book the issue is not resolved and to charge another fee if problem is not resolved is the issue....So from what I understand is if it remains to leak in the cabin now, we have isolated that the tubes cannot be the source of the issue as was deduced by your service tech...what are next steps, with or with out a service fee....?
Just to check we just had a storm here in Lilburn/Duluth...verified no water or stains in car cabin area last night, all doors shut, all windows shut, flat surface...I have a wet spot in the forward compartment of the passenger area near the FW and the inner wall of the cabin. I will upload them to you directly....