INFINITI of Elk Grove - Service Center

I have owned 3 Infiniti's and they have all been serviced at Infiniti of Elk Grove since about 2000. Unfortunately, I wasn't as satisfied with my service this time as I have been in the past. I took my car in for an oil change and I let Ashley Caldwell know that the tire sensor light had come on while I was driving to my appointment. I informed her that the right rear tire pressure was at 31PSI. I dropped my car off at about 7:30AM. I spoke with Ashley at 3:50PM and she proceeded to inform me of recommended repairs (two of the recommended repairs were for parts and labor that I had had done at Infiniti that she was unaware of). She mentioned that the techs were trying to locate tires for my car. I again informed her that I would be taking my car back to the place that I had purchased the tires from. My car stayed over night and I remained in a loaner car. On Tuesday morning, September 18, 2018, via text message, I agreed to 3 recommendations along with my oil change. Fast forward to about 6:20PM. I picked up my car from the sales department as the service department was closed for the evening. The price that I was quoted by Ashley via text message earlier in the morning was not the price listed on the invoice. In order to pick up my car, I had to pay the price and wait until the next day to address the matter. I then drive out of the parking lot of Infiniti and my tire sensor light comes on immediately. I look at the PSI for each tire and realize that the technician had not put any air in all four of my tires! I specifically stated to Ashley that the tire pressure was low when I first spoke with her. It took me over 45 minutes to get home because I had to stop at two gas stations to put air in my tires. Unacceptable! Especially when I had just spent my hard earned money getting "recommended" repairs" done. So, early this morning, September 19, 2018, when I am trying to address the situation with Ashley in regards to the incorrect price that I was charged and that no air was put in my tires, she uses avoidance by responding via text messaging. Infiniti of Elk Grove has always prided themselves on customer service. Customer service includes talking to a person and correcting the mistake (not via text message). The conversation was great when I was spending money, but trying to resolve an issue became a problem. It's not always about the money that a person is going to make on commission by recommending unneeded repairs. It's about keeping the customer in the Infiniti family. My cars' warranties have been expired for several years now. I choose to go to have my cars serviced Infiniti for the customer service and the trust of warranted services. It's definitely not because I am saving money.

I would like to take a moment and call what I consider to be Excellent Customer Service that I can always count on whenever I visit INFINITI of Elk Grove...more to the point, my Service Advisor - Rich. I've enjoyed my G37 Convertible for 3yrs now and every time I visit for regular maintenance or when I have an emergency repair need, I contact Rich and he gets me scheduled as if I'm a V.I.P. I am extremely confident in is recommendations b/c time and time again, Rich advises me when I need to have additional services while advising which is absolutely needed and what can wait. The entire Service is always very friendly, the dealership stays clean, and the waiting area is stocked with coffee, water, and cookies. No matter what my vehicle service issue has been, Rich has been honest, accommodating around my drop off times and super considerate about getting the work done in the most timely fashion every time. Rich and the Infiniti of Elk Grove Service, I can't thank you enough. Regards, Michael T

Ashley got me in at the time set up, car ready as promised, clean, and important check points explained in a friendly, positive way. She went out of her way to get me the loaner car I wanted to test drive for our next Infiniti purchase, and at my time table. She was very helpful as always.

The service techs are always nice, friendly, and listen to what you believe is wrong with your car. They explain the problem in easy-to-understand terms and let you decide what work will be done. I've never been pressured to have work done I didn't think was needed. And, the mechanics usually don't recommend work unless it is really needed. Even then, if finances are an issue and you need to wait a month or two, they are great about that, and provide you with a written list of what needs to be done and why. I like working with Ashley and usually ask for her if she's there.

As expected, they deliver exceptional service to customers. I came in early for the appointment and they entertain me right away. They also have very good quality of work. Please continue in what you’re doing.

While in Sac for fun over the Memorial Day weekend, our 2017 Q60 was hit while parked in a hotel parking garage. Since we could not assess the extent of the damage, we did not want to drive the car home to Anderson, CA. Steve (Sales Manager, INFINITI of Elk Grove) arranged for our car to be delivered to the repair shop so that my husband and I could return home and back to work. The EXCEPTIONAL service of INFINITI of Elk Grove has been a great surprise to us new INFINITI owners! They had already earned our business; and this experience confirms why we will keep coming back from out of town!

I received wonderful customer service from Mark Reese on my last visit. He was knowledgeable about the products and even assisted me by going out to my vehicle to ensure it was the correct item. Overall my customer service has been great with the service/parts members.

I recently purchased a certified pre-owned 2015 Infiniti Q50, my first Infiniti, we needed some warranty work on the vehicle. I called and got a appointment for next day at 8am, I was greeted by Mariama when I arrived for my appointment and advised me that Ashley will be my advisor for vehicle, she was very helpful with what I wanted done on my vehicle. The service and parts dept. staff was great to work with, good customer services is hard to find. I would recommend Infiniti of Elk Grove for all your needs.

Ashley Caldwell-Richey turns the inconvenience of being without one's car while it's being service into the best experience possible. She keeps me updated with progress reports, goes out of her way to save me money and has my car washed, vacuumed and ready when promised. And besides that she's very knowledgable, efficient, and a really nice person. I would not hesitate to recommend Infinity of Elk Grove and Ashley for service to my family and friends. Thank you Ashley for another job well done!

I give this rating because I get great customer service at this location. I've purchased 3 cars from there and each sales went smooth and quick. Associates take good care of me each and every time. They have gone above and beyond to make me feel at ease. I will come back to buy from them in the future.