Cochran INFINITI Monroeville

To say the least, my experience with Cochran Infiniti Monroeville Service has been extremely disappointing. Numerous unreturned phone calls, lack of proper communication, lack of timeliness (26 days for Monroeville Service has been extremely disappointing. Numerous unreturned phone calls, lack of proper communication, lack of timeliness (26 days for repair), and lack of quality of work, and lack of a promised loaner vehicle have been sources of my frustration. My vehicle QX56 was dropped in the shop on November 11, 2022. The vehicle sat in the shop for 26 days to be repaired, and finally picked it up on December 5, 2022. The length of days would not have been an issue, if it were not for the things I have mentioned below. POOR COMMUNICATION: After my vehicle was dropped, I could not get in touch with any service advisor to find the status of my vehicle for almost 5 days. After repeated phone calls and emails to service, I had to call someone else (not in service) whose phone number I got from the Cochran website, and was able to finally get in touch with the service advisor. The service advisor would promise to call back in 15 minutes but never to hear back. Another time she said she would call back in an hour and again never heard back. This seemed to be the normal pattern. I felt truly in the dark as to the status of my vehicle. POOR QUALITY OF WORK: I was told by the service advisor that the repair was complete and to pick up my vehicle on November 21, 2022. After paying the invoice, I started to drive the vehicle only to find that the headlights and sound system would NOT work. So I had to turn around and drop the vehicle at the shop again. After changing the fusible link, I would have expected that all systems connected to it would be checked. I was disappointed at the poor quality of workmanship. Also living an hour away from the dealership, I incurred about 3 hours of time wasted. PROMISE NOT KEPT: When I set up the appointment I was promised to receive a loaner. I never received one in spite of my vehicle sitting in the shop for 26 days, and in spite of owning a high end of the line of vehicles, and in spite of repeated requests. NEVER received what was promised. I set up my appointment with the expectation of receiving a loaner, but a loaner was never given to me in spite of repeated requests, and in spite of my having a top-end vehicle in the product line and a $2600 total repair. With the things mentioned above, I DON'T THINK I WILL EVER PURCHASE an Infiniti vehicle in the future. I got a sense that Infiniti does not care for their customers after this experience. I would certainly hope that Mr. Rob Cochran would read this review and get insights into the service department at Infiniti Monroeville, and hopefully will fix it. More

Willing to work with me to make my purchase a comfortable and over all a nice experience. and over all a nice experience. More

Easy to deal with, nice , understanding, reasonable and helpful. Good location, easy to get to helpful. Good location, easy to get to More

Personnel were friendly and efficient. Waiting area was comfortable. All service was performed in the time predicted. Waiting area was comfortable. All service was performed in the time predicted. More

Cocrhan Monroeville Maintainence sept is exceptional, keeps customers in the loop and has been very reliable. keeps customers in the loop and has been very reliable. More

Great Infiniti dealership to take care of your vehicle and you as their cared for customer. and you as their cared for customer. More

Staff was wonderful too work with, was true to their word. Would recommend them to others word. Would recommend them to others More

Drop the car off on Monday for service on Tuesday. Did not get any feedback till Friday when it was ready for pick up. I left called several times to service. Keep leaving messages but jo one gets bac Did not get any feedback till Friday when it was ready for pick up. I left called several times to service. Keep leaving messages but jo one gets back to you. Should have better feedback. No car wash After service. More

Jerry was excellent. The phone and internet service is very, very poor and inaccurate. Only way to get proper help is to call jerry werner directly. The phone and internet service is very, very poor and inaccurate. Only way to get proper help is to call jerry werner directly. More

My overall expectations and experience was excellent as always. Last year and this year I had two consummate employees and I was extremely pleased with both of their professionalism and kindness. always. Last year and this year I had two consummate employees and I was extremely pleased with both of their professionalism and kindness. More