INFINITI Of Melbourne

Post sales experience was extremely frustrating. Having encountered several problems resulting from lack of communication and information provided during the sales negotiation process I attempted to contac encountered several problems resulting from lack of communication and information provided during the sales negotiation process I attempted to contact the employees named above. Each individual refused to accept my calls. I followed up by letter. No response was ever received. I had to make a personal call to the dealership (25 miles r/t) to address the problems encountered. In one instance, the sales associate spotted my entrance to the dealership and turned away to avoid any prospect of discussing the issues. In sum, the dealership sales force became a vacuum following the sale. On the maintenance side, I've had some issues which were not typical. Neither the dealership, consumer affairs division nor product manager could ever provide an explanation for the problem nor a fix. The problem has been stonewalled at all levels. More

Where to start. NEVER DEAL WITH INFINITI OF MELBOURNE!!! I think that about sums it up. In all my years in dealing with car dealerships, this one is hands down the worst I've ever dealt with (enough for m I think that about sums it up. In all my years in dealing with car dealerships, this one is hands down the worst I've ever dealt with (enough for me to write this summary...which I never do). I'll start at the beginning. This will be a pretty long read...but it will potentially save you a lot of frustration and money. My wife and I moved to the area (military) and were looking to replace her aging Volvo; she was very interested in an FX35 - the Melbourne dealership was the closest. We looked at a couple of FX's and we settled on one...right color, right options, right everything...except...it was due to be transported across the state to another dealership that day. So, instead of selling us that car, we had to put down a deposit and wait for another one (with that color, options, etc...) to be located. We received a phone call the next day stating they had found one and it was on its way. So far everything was going smoothly and we were pretty happy. I had no idea what laid ahead for us... The next day we get a call from Ron, the car they ordered had everything we wanted...except the iPod adaptor...to which he said wouldn't be a problem to have one installed (come to find out later that this is a FACTORY installed option and cannot be installed at the dealer). We arrived after work to sign the paperwork and take posession of the FX...two and a half hours later we're still at Ron's desk as he is 'working a deal for us' (in reality this was a stalling technique for the following event). Just as I'm about to explode, Ron introduces us to some guy with a DVD player...WTF?...something about a polymer that protects against environmental damage and acidic bug juices. So, just to get the deal over and done with, we (reluctantly) agree to have the service done (big, big mistake)...just get us out of there...we're hungry and ready to get home (it's almost 8pm by now). Finally, after another hour of paperwork and...stalling...we finally get the keys to the car. Ron shows us the in's and out's of the car and sets up an appointment later that week to have the Zylon (or whatever it is) applied. We take the car in to have the polymer applied...I also tell Ron of a red 'overspray' film that seems to be all over the car (actually it was all over every car in the lot) and requested him have it taken care of...to his credit he explains it wouldn't be any problem. We get a horrible loaner car (smelled of smoke and piss) and went back to pick up the FX later that afternoon. We got the keys from Ron and as I was ronding the drivers side of the car to get in, I notice this quarter-sized dent in the door!!! Not just a ding...down to the metal dent!! WTF?! I immediately raise a stink with Ron and ask how such a thing could have happend...he didn't know how it happend but would 'take care of it.' So, again, we had to schedule yet another appointment to have the car serviced. The next weekend we drop off the FX to have the door repaired...I also make note of the footprints left on the tan leather seat and the stain on the carpet from where the Zymol person proceeded to put his oily boots (yeah, I'm livid at this point). He (Ron) says that he'll take care of it. We got the car back the next day with the dent removed...looked good, but the paint still had that red 'overspray' on it (to this day I don't know what it was) and the interior still had the stains/footprints. We had to make (yet again) another appointment when their "detail guy" was at work to have the overspray and stains removed. So, a week later we take the car in to have said service done...only it came back worse than when it went in!!! The overspray was semi-removed, but the detial guy didn't use any detail spray/lube when he claybar'd the car, leaving the paint and black trim pieces with deep swirl marks!!!! This is a brand new car folks...only 300 miles on the odometer at this point!!! While we were dealing with all the above issues, we were continuing to deal with the iPod adaptor issue I mentioned earlier. When we confronted Ron about the iPod adaptor, his initial "solution" for it was to give us a gift card to Best Buy or Circuit City and pick up a (get this) FM modulator to play our iPod through the car's radio! HA! We just spent a small fortune on this car, an upscale SUV, one of the nicest vehicles either of us have ever owned...and he's offering us a $0.02 solution!!! Uh...no...we paid for the factory iPod adaptor...damnit we'd better get it! So he tells us he'll look into it and will...yep, you guessed it...take care of it. We went round and round for months over the iPod adaptor...nothing. I finally had enough and looked up the part numbers myself (using the Infiniti and Nissan forums to fine-tune the search) and gave him the part numbers...all he had to do was to order it and have it installed. Never happend...that's when we found out that (according to him and his service dept) that the iPod adaptor is a factory installed only option. Did Ron make good on his promise...nope! Did he offer to correct the situation and/or compensate us for (what we already paid for) our troubles...nope! Oh, it gets better folks... Against our better judgement, my wife took the car in to have some routine service done. When she got it back she was told she needed new tires. 12k miles on the clock and we need new tires!!! Yeah, we need new BACK tires...apparently someone in their shop decided to conduct burnouts with our car...there was chunks of rubber inside the wheel well along with the acidic smell of burnt rubber!!! Boy was I PISSED!!! Infiniti would not fess up to the matter and balked at the notion that one of their service reps would do such a horrible thing...yeah, okay...I didn't fall off the truck yesterday...I know what happens at dealerships and young teens with keys to cars (been there, done that). Unfortunately shortly thereafter, my wife was involved with a small fender-bender. She had the vehicle repaired at a local (recommended) body shop (same one that took care of the dent - did really good work). However the wheel was scuffed and the body shop took the car to the Infiniti store to have them mount the tire and install the wheel. We were at the body shop when they (and our car) arrived from Infiniti of Melbourne...with a huge scuff all the way around the back end of the car along with scratches on the rear bumper from where they dragged out the box containing the new wheel. The body shop guys were beside themselves...they could not believe that they had only an hour before dropped off the car 100% perfect and now they had to repair the bumper and polish out the scuff (determined to be caused from the air hose being dragged across the back end of the car and pulled very hard to reach the front wheel). Two days later we get the car back from the body shop...this time in good order. Finally, 8 months after we bought the FX, we decide that enough is enough and trade it in on a Mini Cooper S. The Mini store in Orlando is night-and-day better to deal with than Infiniti of Melbourne...they don't screw your car up and leave it up to you to find what they did wrong (which is just about everything). To this day I am very vocal to all my friends and collegues to NOT shop at any dealerships in Melbourne...Infiniti or the Imported Car Store (I drive a BMW and we had a Volvo at the time). I don't know what it is about this area but it seems that the 'quality' of service is through the floor. I never will do business and/or step foot on Infiniti of Melbourne's property ever again...RECOMMEND YOU DO THE SAME!!!!!! More

First off I would personally like to Thank the whole team at Infiniti of Melbounre. They do business the way it was meant to be done. Sean Donnelly was my sales PROFESSIONAL!!! As a woman it is very diffi at Infiniti of Melbounre. They do business the way it was meant to be done. Sean Donnelly was my sales PROFESSIONAL!!! As a woman it is very difficult to go buy a new car, he not only took the time to make sure I was comfortable with everything but he explained all the numbers to me and made this process very smooth. I left a deposit and came back the next night to pick up my new car, and everything was the same, nothing changed. He guided me through the vehicle setting up my Bluetooth, walking me through the Navigation, helping me record my music to the car, and showed me how to work my I-pod!! I truly enjoyed the experience and it is no wonder they are an Infiniti Award of Excellence dealer 7 straight years. They are proud of the service they provide and it shows. Thank You Sean Donnelly for being a true PROFESSIONAL, and to top it off I absolutely LOVE my CAR!!! More