INFINITI of Norwood - Service Center

Beyond expectation. At first the amount of work needed made me say ugh. But my service Rep, Fernando Diaz, focused on what was important, kept the repairs within my budge At first the amount of work needed made me say ugh. But my service Rep, Fernando Diaz, focused on what was important, kept the repairs within my budget, kept me informed, delivered as promised and the final bill was just a little bit lower than the estimate. And, the interior detail made me think I just bought a new car. All good stuff! More

Engine Icon on front panel. 5 times and no solution. It’s the 4th time we have to come back to solve Engine Icon shown on front panel. Something regarding ignition, fuel, engine. Nobody knows. And a lot It’s the 4th time we have to come back to solve Engine Icon shown on front panel. Something regarding ignition, fuel, engine. Nobody knows. And a lot of fuel to go there from Watertown. More

Good service Reps were very nice. Good deal on my fluid Service. Kept me updated on when the car was going to be ready. Will definitely come back for future servic Reps were very nice. Good deal on my fluid Service. Kept me updated on when the car was going to be ready. Will definitely come back for future service. More

Best service Nigel and his team are the best. i am not sure if there is anything they can’t do. They helped locate a problem with my seat and figure out how to fix Nigel and his team are the best. i am not sure if there is anything they can’t do. They helped locate a problem with my seat and figure out how to fix it. I’d recommend nigel and his team to anyone More

Great experience every time . I feel welcome and appreciated. Very professional. They even vacuumed my car. What a nice surprise! Easy check in, easy check out. The lounge is cle . I feel welcome and appreciated. Very professional. They even vacuumed my car. What a nice surprise! Easy check in, easy check out. The lounge is clean and comfortable. Plus they’d is coffee and water. More

First bad experience with Infiniti Service I had to make an unscheduled stop at Infiniti Service due to a metallic grinding coming from my rear wheels. I pulled right in and was greeted by Bra I had to make an unscheduled stop at Infiniti Service due to a metallic grinding coming from my rear wheels. I pulled right in and was greeted by Brandon. I told him about the grinding and that I assumed the rear brake pads needed to be replaced; also asked for an oil change and new inspection sticker which were coming due in 2 weeks. I then headed off the to waiting area. About 20-30 min later Brandon returned with the update. I did need new rear brake pads, but the grinding was being caused by a failed rear caliper. Because the caliper rubbed metal on metal the rotors would need to be resurfaced. The cost of both repairs was quoted at ~$1200...along with the oil change, inspection and other recommended services the total quote was ~$2000. I almost fell out of the chair, but up till this point the service experience met the high standards I have come to expect from the team. But here's where thinks went wrong... I asked Brandon if the caliper repair would be covered by my extended warranty...he said he would check and returned 10-15 min later saying the caliper was covered, but the rotor resurfacing was not. I asked if the caliper failure was what caused the rotor damage and he confirmed it was, but the warranty didn't cover rotors...this didn't make sense to me. He then told me that I would need to call the warranty dept myself to question why the rotor work would not be covered. He wrote the # down asked me to let him know what they say and walked away. I was shocked. If the repair wasn't such a safety concern I would have walked out at that point. So I pulled out my phone and dialed the number. I put the call on speaker (passive aggressive...yes, but bad service drives frustration). Adam, from sales came over quickly and asked me to take my call off speaker and/or move to an office. I told him I'd would to sit in an office with someone from service that could help answer my question. He then went to get Nigel the service manager and directed me to his office. I explained the situation to Nigel. At first he said the rotor work was not covered, but then said the rotor work on the side with the caliper failure should be covered. He would call the warranty team to verify. I thanked him and went back to the waiting area. I assumed Brandon or Nigel would return with an update, but they didn't. I had to take a work call so I moved to an area of the showroom that seemed to be quite and have cell service (verizon has bad service in the waiting area). After the waiting and my calls, I looked up and realized I had been at the dealer for 6+ hours. I went to find someone from service to get an update...it took me several mins as all their offices were empty. When I found Brandon he told me my car had been "ready" for "a long time". Given my earlier issue I was quite surprised that they just fixed the brakes without checking in first and then didn't even try to find me when the car was ready. I was in the dealer service area / showroom for the entire 6 hours and they have my cell # and e-mail if they couldn't find me. This is not the way you treat a customer, especially one having an issue. Brandon made no apologies, he just handed me the bill and told me my car was out front. Very frustrated, so I just paid and left. In the frustration and rush I also realized I did not remind them to apply the e-mail coupons I had received; why these aren't just applied for regular / returning customers is a mystery. My last 5+ experiences with Infiniti Service have been excellent; including another warranty covered part failure. I hope this was just a bad day for the service team, but I'm now questioning the value of continuing to use Infiniti Service for my car. I'm willing to pay more for the quality and service at the dealer, but if this is the level of service this dealer will provide going forward I'll find another option. More

Excellent Service, Managers & Representatives. Excellent Service..Professional, Friendly & Personal with Nigel DeSiva & Ken. The new rep Branson was easy going and everyone that works there. Mike i Excellent Service..Professional, Friendly & Personal with Nigel DeSiva & Ken. The new rep Branson was easy going and everyone that works there. Mike in Finance is always smiling and says hello. More

complaint In for first full service on Q50 with 8200 miles Service was great. I was refused credit on initial coupon given {for oil change} received at time of In for first full service on Q50 with 8200 miles Service was great. I was refused credit on initial coupon given {for oil change} received at time of new vehicle purchase by {manager?} More

Great Everyone is friendly and accommodating. They care about my time and always provide service and a loaner car if needed. I never feel pressured when a Everyone is friendly and accommodating. They care about my time and always provide service and a loaner car if needed. I never feel pressured when additional service is recommended. More

Friendly and efficient sevice Bought a used QX60 here from Eric a few months back, this guy is Da Bommmm. Friendly and efficient adviser. good work and keep it up kudos. my rig is Bought a used QX60 here from Eric a few months back, this guy is Da Bommmm. Friendly and efficient adviser. good work and keep it up kudos. my rig is always returned washed vacuumed and polished More