INFINITI of Clarendon Hills

Long drive for nothing I reached out the dealership about a used QX56 after not being able to get the financing terms I wanted at a local dealership. I had communication wit I reached out the dealership about a used QX56 after not being able to get the financing terms I wanted at a local dealership. I had communication with Gary at the dealership and told him where I wanted to be on payments and even sent the paperwork from another dealership to show them what I was offered on trade and total I was going to finance. I was clear in my email that I wanted to keep my payments around a certain amount. Gary emailed a few days later saying they got the financing approved so I drove three and a half hours from Indianapolis to finish the deal and drive home with the QX56. To say I was shocked when they put the paperwork in front of me with a monthly payment almost $150 more than I told them I wanted is putting it mildly. Not only was the monthly rate more than I wanted to pay, but they were also now asking for more money down and never communicated that with me until I was at the dealership. My credit is not perfect but the other dealership I was working with as able to get me 5%. Infiniti of Clarendon Hill came back with a rate a little over 13%! I don't know if is a breakdown in communication at the dealership on what I told Gary and the finance manager or if the thought was to get me in there and try to close the sale. The salesman I dealt with was great. He felt bad that I drove all that way and the terms were different that what I had discussed originally. He said if he had been involved in the early emails and knew what I was wanting he would have not had me make the trip knowing the monthly rate was much higher than I wanted. This was really disappointing as the QX56 was exactly what I was wanting and I wasted 7 hours of my time driving to Chicago and back home to wind up with nothing. If you are buying over the internet I would make sure you have all the details in writing before heading to the dealership. UPDATE: This is in response to Gary Muller's comment which is just untrue. Below is email I sent Gary early on. I state there are issues with my trade, what I was looking for on trade and where I wanted my payments to be. The initial sight unseen trade estimate was incredibly low ($8,000). They agreed to be competitive with another dealership when I showed them their trade offer was $13,500. I don't remember filling out the credit app online with my wife. I do remember asking the finance manager while I was at the dealership if filling out a credit app with my wife would help and they said she would need to be there so I don't think I filled it out online with her. I do have credit issues but a local dealer was able to get me 5.05% which Infiniti didn't believe until I showed them the email. I still feel there was a breakdown in communication between Gary and the finance manager even though I was clear on what I was looking for. The dealership did reach out after I posted this review and offered to drive the QX56 to me and pick up my trade but we were still not able to get the payments where I wanted. -----Original Message----- From: "Tim S" [mailto:"Tim S" ] Sent: 9/8/2017 11:28:00 AM To: "Gary Muller" Subject: Re:2011 Infiniti QX56... Hi Gary, Thanks. I've looked at both and driven both and I like the features of the Infiniti. I had a G35 years ago and was really impressed with the brand. The Escalalde I was looking at was a 2010 and the lender didn't want to go 72 months. It was a one owner, low miles and very clean. Our trade is a 2008 Denali XL with 112,000 miles. It does have a few issues including a dent in the tail gate which would need to be repaired. I owe 17k on it and know I am upside down. They worked with me on the trade and were willing to give me 14.5k on trade with $1500 down and total financed amount of 31k and change with the monthly payment of $499. If you think you could get me a similar deal I am willing to make the drive from Indy.? On Sep 8, 2017, at 12:38 PM, Gary Muller wrote: They offered you $14,500 on the trade, and Edmunds came back as follows: Price: $8,102 - $11,496 ??? Do you have that in writing? Edmunds is usually pretty accurate... Leaving out the trade, $27915 divided by 72 months (without interest, taxes, etc) is almost $400 per month, simple math... You owe $17k, you said? So IF your trade is worth anywhere close to $14500, that's another $2500, but if it's only worth $10k (upper middle of the Edmunds range), that's another $100 per month (and we're still not including taxes, title, fees and interest), so it should all come down to trade in value... What's the VIN number on your trade? How many miles? Any extra features we need to know are on it? -Gary- More

Not buying what your selling. Worst dealer ever. Treated like a junkyard Yugo. Tried to sell me parts and services my car did not need. I will never go here again. Worst dealer ever. Treated like a junkyard Yugo. Tried to sell me parts and services my car did not need. I will never go here again. More

Great Experience! Steve Johnson and Gary Muller were awesome!! Have been looking for a new vehicle for quite some time and no other experience during the search was as Steve Johnson and Gary Muller were awesome!! Have been looking for a new vehicle for quite some time and no other experience during the search was as pleasant. Their level of professionalism and sincerity is incomparable. More

Professional and fast sales process Jeremiah was professional from start to finish on the purchase of my Q50. He met me decently well on price, and when it came time to delivery/pickup t Jeremiah was professional from start to finish on the purchase of my Q50. He met me decently well on price, and when it came time to delivery/pickup the entire process was streamlined and fairly quick. He had the vehicle cleaned and ready for me when I came in to finalize the purchase, and he helped expedite the final sale/financing process in order to work with my schedule. I would definitely recommend both Jeremiah and this dealership as a whole. More

Terrible experience. Let me start off with this: I have a brand new car I'm embarrassed to even have passengers in, because I don't want them to ask me why a brand new car Let me start off with this: I have a brand new car I'm embarrassed to even have passengers in, because I don't want them to ask me why a brand new car (bought with 0 miles and has less than 2300 to date) has a rattle in the door and a steering wheel that isn't straight. When you spend 53k on a car, that should not be a thing. I had a review up before, and agreed to take it down if they fixed the problem. I held up my end, they didn't hold up theirs. This is a long one full of many bad incidents... It started off good. Bought a Q50 red sport here in June 2017. Had a decent experience purchasing. Opted for the paintless dent repair, wheel coverage, and paint warranties. First sign of trouble was 2 days after purchase I went to pick up some wheel locks from them, and they said they'd put them on. I told them I'd do it, as I wanted to make sure they were torqued per the specs in the manual. The GM assured me they would be. So, on his word, I let them put them on. Got the car home, and low and behold, not torqued. Not even close. Was about a full half of a turn each away. But, whatever, that's a small thing in and of itself. Next, about a month after owning the car, got hit with hail. But, I have paintless dent repair right? Paid about 4K for those warranties. So I call to file a claim and see if it's covered. After getting transferred 3 times, I'm told to send them a copy of the contract (who sells warranties and doesn't have a copy of what they sold??). So I send it to them. A week goes by, and no reply. At all. Not to my call or email. Not to even deny the claim. In the meantime, Allstate fixes the car. So I end up having to call THEM back, and they still can't give me a straight answer. Apparently the warranty is useless, they'll just cash the check and dodge the calls. On top of this, from day 1 off the lot, the steering wheel was off to the left a bit. I chalked it up to maybe it's new and needs some road time. After a little while, it became a bit annoying to have to have the wheel left to go straight. And a rattle inside the driver side door started to develop, behind the little panel with the leather in it. So, I called to make a service appointment. Since I work during the week, tried to set up to drop off on Saturday. The girl on the phone says they don't do anything besides oil changes on saturdays, so I'm out of luck. Even though under the warranty I'm supposed to get a loaner. Tried contacting the salesperson and the GM and neither replied after 4 days and multiple attempts. So after being denied the service, I ended up leaving a review on Facebook. I was contacted within hours by the salesman to set up an appointment. He one of the service department guys call me (one of the 2 people I could say something positive about..that 1 service guy and the finance guy were ok), and we get the appointment set up. I drop the car off, leave it for a couple days, and pick it up. When I go to pick it up, I take thebtehcnician on a ride to hear the door rattle, and he puts some padding inside. Says it'll be 20 minutes. Ends up being 2 hours. They did an alignment and apparently the toe was off on the car, which shouldn't be happening with a brand new car. Now the steering wheel is off to the right. So, I make a couple attempts to get this serviced and no replies. I end up doing one of those Infiniti service surveys, and mentioned the issues. Now I get a reply within an hour. So, I try to set the service up to get it repaired. I figure since I'm going out of town for work, I can drop it on a Saturday and pick it up Thursday, that way I won't need a loaner and they won't be rushed. But as soon as I mention dropping it off, the Service manager sends me an email about how they're "not in the practice of giving out loaners". A loaner I didn't ask for or need, but by all rights considering it was an off the lot issue, as well as an issue THEY failed to fix the first time. So I tried to explain to him how, considering all the other times they've dropped the ball, that's not exactly good customer service. He proceeds to point the finger at the sales department and the aftermarket department (for the record, it WAS the service department that didn't torque the lugs. I was there). So, now we have a major issue. They dropped the ball, sold me a defective vehicle, failed to fix it properly, and the customer service is HORRENDOUS. Once your check clears, good luck getting any service or halfway decent service here. After this experience, despite the fact that it is a quick and nice car, I would NEVER buy another Infiniti. This has soured me on the whole brand. And unlike the last review, I will not be deleting this one. They failed to actually follow through on properly repairing a defect, while making it difficult to get anything done. Worst car buying experience I've ever had. This is the ONLY time I've bought a car and if I could do it over again, I'd change it. I got way better service when I bought a Nissan a few years ago. More

Professional, knowledgeable, helpful and fun! Had a great experience at Infiniti of Clarendon Hills! I've been taking my 2005 G35 there for service since they opened. Traded up today for a 2018 Q5 Had a great experience at Infiniti of Clarendon Hills! I've been taking my 2005 G35 there for service since they opened. Traded up today for a 2018 Q50! The process was handled with professionalism, expertise and in a timely manner from our sales consultant, Steve Johnson, to the product specialist, Andres Korallus, to the finance specialist. Overall it's a classy and top notch operation. And we had a few laughs and fun along the way! More

Awesome These guys are awesome. I definitely recommend this dealer with no second thought. Bill Mullarkey from sales & Gary Muller from internet department ar These guys are awesome. I definitely recommend this dealer with no second thought. Bill Mullarkey from sales & Gary Muller from internet department are excellent at their work. I was treated really well by Bill Mullarkey before and after i made the purchase. I purchased an used Q50, even after a week of purchase i needed some changes in the vehicle and Bill Mullarkey took care of it with no hesitation. More

Purchased used car Friendly staff, excellent service, overall great experience!! Staff was extremely nice from internet reply all the way to delivery. Thank you Bill a Friendly staff, excellent service, overall great experience!! Staff was extremely nice from internet reply all the way to delivery. Thank you Bill and Andreas for taking care of every detail. More

Awesome!! Nina was the BEST!! I would recommend anyone to buy from you Garret and Andres were both very nice and extremely helpful. Appreciate everyone's cu Nina was the BEST!! I would recommend anyone to buy from you Garret and Andres were both very nice and extremely helpful. Appreciate everyone's customer service More

Bast car buying experience in long time! Like most people, I dread having to go out and buy a car; new or used. Bob put all of our fears to bed immediately with his no nonsense approach and f Like most people, I dread having to go out and buy a car; new or used. Bob put all of our fears to bed immediately with his no nonsense approach and fun attitude. There were none of the usual car buying shenanigans: no bait and switch, no stalling tactics, no refusing to return the keys to your trade in, etc (if you've ever bought a car, you know what I am talking about). There was, however, complete honesty throughout every moment of the process. Sure it still took some time to make it all happen, but to be fair, we test drove a number of cars before settling on one to purchase. Bob was very patient and took the time to discuss the working and even the design details of the car we purchased. He thoroughly compared the various models that we test drove and clearly pointed out the differences between them. I can't recommend Bob and Infiniti of Clarendon Hills highly enough. More