Infiniti of Naperville- Service Center

All Around Poor Service Bought a CPO 2011 M56x here in 2013 and it's a great car! The experience was wonderul...in 2013 when I was spending $$. Fast forward to late June 20 Bought a CPO 2011 M56x here in 2013 and it's a great car! The experience was wonderul...in 2013 when I was spending $$. Fast forward to late June 2015 and my car needs service. It had been serviced the previous summer in NW Indiana (which was a great experience) and the result was a 3 month stay in the shop and a whole new engine. So...with only about 20K miles on the engine it starts to shudder when accelerating. It ran, but didn't feel right. I had it at Nissan in my hometown for an oil change and they ran faults and came up with just a general misfire fault and advised that I take it to Infiniti. I set an appointment for the following Saturday at Infiniti of Naperville for 9am. I got up very early to make the 2 1/2 hour drive and when I arrived at 9 was handed the keys to a loaner and told to have a safe drive back and it would be Monday before it was looked at. That did not make me happy of course and we had lots of discussion about the "misunderstanding". I had also asked that before I arrived with the car someone would call over to IN to talk to them about the issues it had had the previous summer since they felt very similar. That also was not done and it seemed that no one had any idea what I was talking about. Then I was given a car as a loaner that is in no way comparable to mine and was not given a comparable car until I complained about it. When we attempted to discuss with service manager about the "misunderstandings" there were a lot of excuses including blaming the receptionist for not relaying messages correctly. We left and headed home. I received a call Monday from Hilary in the service dept. who basically told me that they found no faults on the car since Nissan had apparently cleared them and I could come get it the next day. When I told her that I believed that they needed to spend some more time with it she informed me that I could come by and take the tech out on a drive. She obviously had no idea that I lived 2.5 hours away and continued to tell me that the fault could be on any of the 6 cylinders, etc. I reminded her that it's an 8 cylinder engine and perhaps they could look at the other cylinders as well. It was disconcerting that she knew nothing of my car/situation. Christian the service manager then took over my "case" and I'm sure I was classified as a disgruntled customer. All in all this experience has been nothing but frustrating and it's been in service for over a month. There have been a lot of excuses and apologies and that's fine, but I would recommend that you avoid this service department if you have a choice in where you go. The car is being delivered tomorrow to me (which is a nice service) and I'm hopeful that it is fixed and running great. The other part of the story is that I considered trading it and asked for a valuation. No one could seem to get that done for at least three weeks and when I finally got it by phone it was 19K. A true insult. Also when I dropped the car off I had called ahead to talk about a potential trade and the salesman who was working with us basically handed us off to a salesman who appeared to be a new employee and knew absolutely nothing about the car I was considering. He wandered around the lot reading from a paper and when we got to the car he knew nothing. When the dealership received another car very similar to mine and I inquired about a potential trade Mark (salesman) did not bother to return my call. My interest in buying another car from Naperville was not valued and my time was definitely not respected. All in all...huge disappointment. Not sure what happened between when I bought the car and now, but I'll never go back. There are at least half a dozen Infiniti dealerships within the same driving distance to me. We all have our own experiences and unfortunately this one was not pleasant for me. EDIT on 8/5/15 -- to be fair -- the car was returned to me yesterday at my office and it runs great and looks great. I asked them to detail it when I dropped it off and planned to pay for it, however when it was delivered I was not asked to pay. I appreciate the attempt to make things right. More

oil change and multipoint inspection Service was great; they explained everything very well from the multipoint inspection. Didn't try to up sell or anything like that. Very happy; I woul Service was great; they explained everything very well from the multipoint inspection. Didn't try to up sell or anything like that. Very happy; I would have given the full five stars, but the oil change tech left grease on my door sill. I didn't realize till I got home. I knew it was the tech because the inspection sheet also had grease fingerprints on it. When I go back I'll make sure to inspect the car after any work has been done on my vehicle. More

Number One Service man in Naperville? Doug Cameron is top notch in the service Dept.I know this from my own personal experience. When waiting to be taken care of Doug continues to treat al Doug Cameron is top notch in the service Dept.I know this from my own personal experience. When waiting to be taken care of Doug continues to treat all customers the same and goes above and beyond. I have never had to wait that long. Your lobby is a plus too. He reiterates what the customer is coming in for, walks the customer to the lobby and shows where drinks are,.feel free to use the computers, go in and look at the new cars, make yourself comfortable, When my car is done, Doug walks you to the service desk again explaining what was done. He is out by the car and always says "we thank you for your services." I appreciate my car is washed and confident a good job was done. My friends and people that compliment me on my car, know about Infinity of Naperville on Ogden. Your service department is what makes it easy to buy your car at your location. Who ever does the hiring, great job. Keep up the Great work. Doug thank you for doing such a great job for five years now. Merry Christmas to all of you!!! More

Not good at all! I leased two vehicles from this dealership. I recently had decided to try another car. I always take excellent car of any car I own or lease includi I leased two vehicles from this dealership. I recently had decided to try another car. I always take excellent car of any car I own or lease including hand waxing, detailing the interior and more. I recently came off of a lease and returned my car to the Infiniti dealership. The customer service manager went out and inspected the car and gave it a thumbs up that there was no damage or issues with the car. I signed the papers necessary to complete the transaction and went on my way. A month later, I receive a letter from Nissan-Infiniti saying I owe $1,245 more on the vehicle for disposition fee and damage and wear and tear. The disposition fee is nothing more than a punishment for leasing a vehicle and not renewing your lease with another Infiniti, which is complete non sense, but it is in the lease agreement. I was more concerned about the damage they were accusing me of. I called their customer service and they basically said "not changing the charges and there was nothing I could do about it." I wrote a letter stating that I didn't have the damage they indicated and got the approval from the Customer Service manager at the dealership when I dropped it off, now I am getting a letter stating I had damage that I am accountable for after the car was no longer in my possession? They wrote a letter back stating that the Customer Service Manager is not authorized to approve returned vehicles and that I had to discuss with a third party they use to review all returned lease vehicles. I sent another letter stating that they can choose whomever they want to review the car, but I had the approval of the customer service manager (who is a representative of the Infiniti and this dealership) prior to me relinquishing control of the vehicle. Any incidental damage that occurred after they took possession of the vehicle is their problem and issue, but I will not pay for any repairs or damage that I didn't create. DO NOT LEASE A VEHICLE FROM THIS COMPANY. I have no issues with the individual dealership, but more regarding the company as a whole. More

SOOOO Disappointed that I am writing reviews So disappointed about the service department. I never had an Infinity before and always thought highly of the vehicle until today. She was more intere So disappointed about the service department. I never had an Infinity before and always thought highly of the vehicle until today. She was more interested into me understanding what she is saying rather than hearing my complaint about the grinding noise in the front and the pulling to left or right when breaking on an uneven surface. She said it was engine noise and that the power of an infinity motor pulls the car to the sides. It was quite insulting for my complaints to just be dismissed. I called a different dealer who will try to check the bearings. More

Great customer service Dan was very friendly, very professional and great to work with. Great customer service doesn't always seem to be a priority anymore & it was really n Dan was very friendly, very professional and great to work with. Great customer service doesn't always seem to be a priority anymore & it was really nice to see that it still is at Infiniti of Naperville. More

After going to several dealers to have our SUV diagnosed and told nothing was wrong. We just couldn't except the fact nothing was wrong. Seemed these other places did not care. Angalo was able to fix the pr and told nothing was wrong. We just couldn't except the fact nothing was wrong. Seemed these other places did not care. Angalo was able to fix the problem and was very friendly to work with. Its great to see someone who cares and is willing to go the extra mile to find the root cause. Thank you Angalo! More

Couldn't ask for anything more in a dealership. Amazing group of people that really make you feel at home. Fast, friendly, and very respectful. I will not take my car anywhere else. I will also be Amazing group of people that really make you feel at home. Fast, friendly, and very respectful. I will not take my car anywhere else. I will also be buying another car from them soon. More

I'm now in my 3rd Infiniti in the last 7 years. I brought my 2011 G37X in for an oil change and left in a new 2013 G37 IPL coupe after talking with Steve Johnson while waiting for the G37X to be serv brought my 2011 G37X in for an oil change and left in a new 2013 G37 IPL coupe after talking with Steve Johnson while waiting for the G37X to be serviced. As usual the experience was great and Steve, Ryan, Joe T., Hilary, Ryan and Christian were extremely attentive, courteous and helpful. I would definitely recommend Infiniti if Naperville to other friends, family or colleagues. Great job gang!! Keep up the good work! More