Herrin-Gear INFINITI

Herrin-Gear INFINITI responded

Nikki, thank you for taking the time to share your concerns. As the General Manager of Herrin-Gear INFINITI, I want to personally apologize for the frustration and disappointment you've experienced with our service department. What concerns me most about your review is that you describe a pattern of declining service quality over multiple visits rather than a single disappointing experience. Your continued trust in our dealership should be rewarded with consistent, dependable service, and I'm sorry we have left you feeling otherwise. Your concerns regarding incomplete multi-point inspections, uncertainty about whether your tires were rotated, and having to repeatedly request a vehicle wash deserve our attention. These are fundamental elements of the service experience we promise our customers, and you should never feel that you must beg for services that are supposed to be included. I'm particularly concerned that your loose windshield wiper was not identified or brought to your attention. A thorough vehicle inspection is intended to help identify maintenance and potential safety concerns, and we understand how an oversight like this can undermine your confidence in the work being performed. I also understand your frustration with increasing service prices when you feel the quality of service has declined. Our responsibility is not simply to perform maintenance, but to deliver the quality, transparency, and value that justify your decision to trust us with your vehicle. Nikki, I appreciate your candid feedback, even though it is difficult to hear. We recognize that improvements are needed in our service department, particularly in inspection consistency, quality control, and accountability for completing the services our customers expect. I would welcome the opportunity to speak with you personally, review your recent service history, and better understand where we have fallen short. More importantly, I would appreciate the opportunity to demonstrate that your concerns are being taken seriously through meaningful improvements rather than simply offering an apology. Thank you for your past loyalty and for bringing these issues to my attention. We value your business, and I hope we can earn back the confidence you once had in Herrin-Gear INFINITI. Home of the INFINITI Q50 Q60 Q70 QX30 QX50 QX55 QX60 QX65 QX80 #HGCares

Herrin-Gear INFINITI responded

Thank you so much for your outstanding 5-star review and for describing Herrin-Gear INFINITI as a top-notch dealership! We're delighted to hear that our commitment to excellent customer service and convenience continues to make your visits enjoyable. We're especially grateful for your recognition of Jerry Jones and the exceptional care he provided during your recent service visit. Taking the time to listen, understand a customer's concerns, and help find the right solution is exactly the kind of personalized attention we expect from our service consultants. We'll be sure to share your wonderful feedback with Jerry! We also appreciate your perfect scores for price transparency, workmanship, and communication. We noticed your slightly lower rating for service time, and we'll continue working to make every visit as efficient as possible without compromising quality. Thank you for your continued trust, your kind words, and the opportunity to care for your vehicle. We look forward to delivering another exceptional experience on your next visit! Home of the INFINITI Q50 Q60 Q70 QX30 QX50 QX55 QX60 QX65 QX80 #HGCares

Herrin-Gear INFINITI responded

Vanessa, thank you so much for your outstanding 5-star review and for choosing Herrin-Gear INFINITI Service in Jackson, Mississippi! We're thrilled to hear that you enjoyed the excellent customer service, friendly attitudes, clean waiting area, and quick service during your recent visit. We know our customers' time is valuable, so it's especially rewarding to hear that your wait was short and your experience was convenient and enjoyable. We're also grateful for your perfect 5-star scores in price transparency, workmanship, service time, and communication! Earning your confidence in every aspect of your visit is exactly what our entire service team strives to accomplish. Vanessa, thank you for your business and for recommending our dealership to others. We truly appreciate your support and look forward to welcoming you back for another exceptional service experience! Home of the INFINITI Q50 Q60 Q70 QX30 QX50 QX55 QX60 QX65 QX80 #HGCares

Herrin-Gear INFINITI responded

Thank you so much for your wonderful 4-star review and for choosing Herrin-Gear INFINITI in Jackson, Mississippi for your recent pre-owned vehicle purchase! We're delighted to hear that Barnes welcomed you with courtesy and professionalism and helped you find a vehicle that checked the boxes for both low mileage and affordable pricing. It's especially rewarding to know that the vehicle you spotted on our lot turned out to be such a great fit and that our team helped make the purchasing and financing process smooth enough for you to drive home in your new vehicle that very same day! We also appreciate your perfect 5-star scores for price transparency, purchase time, and your finance experience. We'll be sure to share your kind words with our sales team. Congratulations on your purchase! We truly appreciate your business and would love to learn what we could do to earn that fifth star on your next visit. We look forward to serving you for many miles to come! Home of the INFINITI Q50 Q60 Q70 QX30 QX50 QX55 QX60 QX65 QX80 #HGCares

Herrin-Gear INFINITI responded

Thank you for taking the time to share your concerns about your recent visit to Herrin-Gear INFINITI Service in Jackson, Mississippi. First and foremost, we sincerely apologize for the frustration and disappointment you experienced. Your description of spending nearly 12 hours dealing with unresolved service concerns, inadequate communication, and a lack of timely management involvement is deeply troubling. No customer should leave our dealership feeling that their time was disregarded, their concerns were dismissed, or their vehicle's needs were not properly addressed. We are especially concerned by your ratings for workmanship, service time, communication, and price transparency, as well as your experience with our service leadership. These are fundamental responsibilities of our department, and your feedback deserves serious management attention. We also appreciate you recognizing Jerry's efforts despite your overall dissatisfaction. While we cannot undo the frustration of your visit, we would welcome the opportunity to personally review what occurred, discuss any outstanding vehicle concerns, and determine what steps may be appropriate to address them. We understand that your confidence in our service department has been significantly damaged, and we recognize that restoring trust requires accountability, meaningful improvements, and actions rather than promises. Thank you again for bringing these concerns to our attention. We are genuinely sorry that your experience fell so far below the standards you should expect from Herrin-Gear INFINITI. Home of the INFINITI Q50 Q60 Q70 QX30 QX50 QX55 QX60 QX65 QX80 #HGCares

Herrin-Gear INFINITI responded

Maria, thank you for sharing the details of your recent experience with Herrin-Gear INFINITI Service in Jackson, Mississippi. First and foremost, we sincerely apologize for the unacceptable delays, lack of communication, and frustration you experienced during what should have been a routine oil change. You arrived early for your 1:30 p.m. appointment, were told your vehicle was ready around 3:30 p.m., and ultimately did not leave until 5:45 p.m. That is simply not the experience we expect to provide our customers. We are especially concerned that your SUV was reportedly placed on the Lexus lot, causing additional delays, and that the promised complimentary wash was not completed. Most importantly, we recognize that these failures caused you to miss a personal appointment. We understand that an apology cannot give you that time back. Your feedback regarding service time, communication, workmanship, and price transparency deserves serious attention, and we will review these concerns with our service management team, including our vehicle handling and delivery procedures. Maria, we appreciate you giving us the opportunity to service your SUV, and we're genuinely sorry we failed to respect your time and meet your expectations. We would welcome the opportunity to speak with you directly, better understand your experience, and work toward restoring your confidence in our dealership. You deserved better, and we recognize that earning back your trust will require meaningful improvements. Home of the INFINITI Q50 Q60 Q70 QX30 QX50 QX55 QX60 QX65 QX80 #HGCares

Herrin-Gear INFINITI responded

Dwayne, thank you so much for your outstanding 5-star review and for choosing Herrin-Gear INFINITI Service in Jackson, Mississippi! We're delighted to hear that Shawan Coleman did such a fantastic job taking care of you during your visit. Your comment that Shawan knows how to treat her customers is an exceptional compliment and reflects the genuine care, professionalism, and hospitality we strive to provide every day. We're especially grateful that you awarded us perfect scores for price transparency, workmanship, service time, and communication. Earning your confidence in every aspect of your service experience means a great deal to our entire team! We'll be sure to share your wonderful feedback with Shawan and recognize her for a job well done. Dwayne, thank you again for your business and for calling Herrin-Gear INFINITI a great place to do business. We look forward to providing you with many more exceptional service experiences! Home of the INFINITI Q50 Q60 Q70 QX30 QX50 QX55 QX60 QX65 QX80 #HGCares

Herrin-Gear INFINITI responded

Cassandra, thank you so much for your 5-star review and for recommending Herrin-Gear INFINITI Service in Jackson, Mississippi! We're glad to hear that your husband reported no issues with the visit and especially appreciate you recognizing Jerry for the great service he provided. We're also grateful for your 5-star rating for service communication and your feedback regarding price transparency, workmanship, and service time. Feedback like yours helps us recognize what we're doing well while identifying opportunities to make every part of the service experience even better. Cassandra, thank you for trusting Jerry and our team with your vehicle. We truly appreciate your business and look forward to earning five stars across the board on your next visit! Home of the INFINITI Q50 Q60 Q70 QX30 QX50 QX55 QX60 QX65 QX80 #HGCares

Herrin-Gear INFINITI responded

Thank you so much for your incredible 5-star review, your recommendation, and for choosing Herrin-Gear INFINITI in Jackson, Mississippi for your new 2027 INFINITI QX80! We know you had an important decision to make between the 2026 Cadillac Escalade and the 2027 QX80, so we're especially pleased to hear that Lathario Barnes provided the product knowledge, hands-on assistance, and attention you needed to feel confident in your decision. We'll be sure to share your wonderful comments with Lathario! We also appreciate you recognizing Antonio Chandler for helping you secure the financing option that worked best for you. Receiving perfect 5-star scores for sales price transparency, purchase time, and your finance experience tells us that our team delivered the kind of complete purchasing experience we strive to provide from beginning to end. Your willingness to highly recommend our dealership to others is one of the greatest compliments Lathario, Antonio, and our entire team can receive. Congratulations on your new 2027 INFINITI QX80! Thank you for trusting Herrin-Gear INFINITI with such an exciting purchase. We hope you absolutely love your QX80 and enjoy every mile ahead! Home of the INFINITI Q50 Q60 Q70 QX30 QX50 QX55 QX60 QX65 QX80 #HGCares

Herrin-Gear INFINITI responded

Judy, thank you so much for your outstanding 5-star review and for choosing Herrin-Gear INFINITI Service in Jackson, Mississippi! We're delighted to hear that you were very pleased with your service experience and especially appreciate your willingness to recommend our dealership to others. Thank you for recognizing Jerry Jones and for giving our team 5-star ratings for workmanship, service time, and communication. We're also grateful for your feedback regarding service price transparency. Your ratings help us understand both what we're doing well and where we have an opportunity to make the experience even better. Judy, thank you for trusting Jerry and our service team with your vehicle. Your recommendation is one of the greatest compliments we can receive, and we look forward to providing you with another excellent experience on your next visit! Home of the INFINITI Q50 Q60 Q70 QX30 QX50 QX55 QX60 QX65 QX80 #HGCares