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INFINITI of Orange Park - Service Center

4.9

20 Lifetime Service Reviews

6999 Blanding Boulevard, Jacksonville, Florida 32244

20 Reviews of INFINITI of Orange Park - Service Center

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August 09, 2018

"Service"

- Captain King

Excellent attention and assistance from Ms. Kassilynn Sermons in the service department on my '17 Q70S which I had recently taken delivery of from a Infiniti dealer in Calif.

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Recommend Dealer
Yes
Employees Worked With
Kassilynn Sermons
September 07, 2017

"5000 Mile Maintenance "

- Williamsm22

I visited Infiniti of Orange Park on Friday. I experienced an issue that had nothing to do with my reason for visiting before I arrived. Julea Kanouh & Melvin Jones worked with me until the problem was resolved. They provided excellent customer service throughout my time there. Maintenance was provided in a timely manner which is also important to me. Thank you Julea & Melvin.

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Recommend Dealer
Yes
Employees Worked With
Julea Kanouh
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Melvin Jones
September 01, 2017

"Excellent Customer Service"

- maxcruise

They have always taken good care of me every time I brought my Fx35 in for service. Roger, one of the Service Managers and Jules at the service desk are great people to deal with. I will only go to this service station as I find them to be honest and very helpful.

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Recommend Dealer
Yes
Employees Worked With
Julea Kanouh
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
September 24, 2016

"Excellent emergency service!!"

- Mathildesailor

We were traveling thru Jacksonville coming from Disney in our 14’ Infiniti QX80 and had a problem late in the evening….. Great people… wonderful processes. I am so impressed with the personnel and the GM was especially helpful and accessible!

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Yes
Employees Worked With
Kirk Tracey
August 11, 2016

"Great at sales but don't take your car there for service."

- 1Bobobuttons

What do you expect when you get an oil change? Not complicated hopefully you're in and out in about an hour or less. A competitive or at least a fair price. Routine standard inspections eg: filling up windshield wiper fluid etc. In my resent experience they failed big time on what should be a simple oil change. First let's start with you expect more when you take your car to be serviced at the dealership from where you purchased your vehicle. You even overlook the $99 oil change for a superior service. What you don't expect is oil to be spilled all over the engine and pouring out from the bottom of your car afterwards. How does that even happen??? Shortly after leaving the dealership and parking the vehicle I realized my car was leaking oil. I called Infiniti of Orange Park immediately and told them the situation they said they could get a technician headed in my direction in the next 30 minutes and I was about another 30 minutes away. In the hour that I waited for the technician I noticed none of the fluids were topped off and part of my windshield wiper was resting on top of the battery. Now that the technician has arrived he states that the plug and the seal are in good shape and cannot explain why there is engine oil all over the place.... He takes the vehicle back to have oil cleaned and hopefully inspected again. After the cleanup the car was to be delivered the next day to me which was helpful. Alayna, was very nice and shocked at what had happened and apologized as did the technician so everything is OK willing to forgive and forget. What makes me upset and write this review is everything and after all this. The next day I did request an explanation and list of services that were done on my vehicle.... Was it a bad seal??? Was it the plug??? Or was it just paid very sloppy job??? I spoke with Rodger on the phone early that morning before the car was to be delivered he assured me the paperwork would be in the car I said thank you and also would like to receive information on the additional service I purchased with the vehicle "the protector" he said sure I will have that emailed. Two days go by and I received a phone call from a routine follow-up call about my experience with infinity. At this point now I'm upset I kindly explain to her the situation which she knew nothing about. She informed me that the service manager was out today but she would have me give her a call the next day. Two days go by and nothing. I send An email to customer service at Infiniti requesting that they contact me quickly because now this is ridiculous! Follow up that's all I'm asking for an explanation I guess you expect less when you paid more.... I can go to tires plus and get an oil change for half the price, half the time, and know I'm getting a full service. I hope you don't have the same experience that I did. I'm glad I had work to do while I was waiting on my oil change because I'm looking to buy another infinity or my fiancé in the next 3 to 6 months and now know not to trust this dealership with my business going forward.

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Recommend Dealer
No
Employees Worked With
Robert
April 04, 2016

"Excellent Service"

- jschneider

I took my car in for the first oil change and was please to have Roger Sain handle my service appointment. I had worked with him at another Infiniti dealership in the area and was very pleased to have as a service rep again. He was very professional.

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Yes
Employees Worked With
Roger Sain
April 02, 2016

"Dealer with class"

- IAmMelisaRenee

I went into Infinati of Orange Park to get an oil change. My service advisor Roger Sain offered exceptional service. He took really good care of me and also took the time to give me a few quotes for new tires. He did not try to sell me the most expensive one. Melisa

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Yes
Employees Worked With
Roger Sain
April 01, 2016

"Customer service Department is Superb !!!""

- Angie 123

The main reson I switched from altlantic to orange park infinity because of Roger Sain . He is the best employee you could ever have. If Roger Sain was not in the service department , I would be going somewhere else .

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Yes
Employees Worked With
Roger Sain
March 20, 2016

"Customer Service"

- zedikiahbrown

My very 1st service with my Q50. Ms. Kayla Rosa greeted me before I had time to get out of the car. She greeted me and then proceeded to analyze my problem. The service was provided promptly and one problem was discussed. I felt comfortable during my visit and all was good. All Infiniti employees seemed to be ready to "make you feel at home". Hopefully this is just the beginning of a long time relationship. Thanks Infiniti Of Orange Park. Amzie Z. Brown

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Yes
Employees Worked With
Kayla Rosa
March 07, 2016

"SERVICE - Is the key component to customer retention"

- Falkhor

I have been with Infiniti since 2007 and I was basically sold on how I was treated not only during the purchasing process, but all the follow up that kept it alive. By 2012, I still had made a second purchase to move my wife into an Infiniti & out of her Nissan as the previous 5 years convinced me to stay the course with Infiniti. The service department was really the clincher, mainly how I was treated as a valued customer and it really helps when you have a service adviser, such as Roger Sain who not only knows the products inside and out, keeps you well informed, forecasting you of upcoming requirements or maintenances, and keeps you informed of trending or known issues of certain year models, and how Infiniti targeted commonly failed parts in earlier year models and Infiniti was able to manufacture those high fail rate items for improved higher quality replacement components for older & current model vehicles and future production. I had many items that did fail on my 2005 FX-35, most all of which were covered under my extended warranty. This is very telling of a manufacturer where quality is a top priority. This information also weighed heavy on my decision to retire the 2005 FX-35 and purchase a CPO 2014 QX-70 3 weeks ago. Roger shares his insight and his knowledge always, he also kept me up on the lack of issues this newer model had because of the targeted quality improvement program of the failed items on prior models. As I mention in the title of this review, the Service department IS the key component for customer retention. If its not understood that way, it really needs to be understood that way. Your relationship with the Sales side of the house is short term, I on all 3 occasions of buying an Infiniti vehicle had a great experience in the purchase, however the game is different. Its not the sales guy that made me come back, he just put in a long term debt....hehe. It's true, a Sale rep wants your sale, your signature, and it puts food on their plate. That is just the nature of the beast and I understand that its their job. We all need a job so I get it, but Orange Park Infiniti sales guys really helped me out a lot on this recent purchase, so I am convinced they too are a new breed of sales personnel alive within the Orange Park Infiniti that Atlantic place does not have. But the reality of it is once you are past the sale, you are done. They did their job and now as the customer, hopefully happy like I was drive away. From this point on, what makes or breaks retention of a customer is how the long term relationship is handled from that day forward. That responsibility falls in the hands of the Service department. Roger Sain in my book get the 5 start CQA. Commitment, Quality, & Accountability, that all by itself earned my trust for the 9 years I have been with Infiniti. This is the biggest and only reason I remained an enthusiastic Infiniti owner. It is a great vehicle but the vehicle is only as great as the service department that takes care of you from final sale forward. Roger Sain leads an enviable example for others to follow as one of the best service advisors I have ever had the good fortune of running into. He is very professional, knowledgeable, honest and forthright. When I return for service or repairs, I don't feel like I am just a number, and I have 100% confidence the service or repairs will be done correctly or Roger won't accept it. He tends to develop and earn the respect & trust with his mechanic's in his professional way, and makes sure they understand his expectations, and they tend to deliver on it. I always feel that I am a valued customer but more so, its how I was treated from the Service department when I had to go, and Roger Sain get 98% of that credit. Well there were some times he was off when I needed something done, but that 2 % does not go against him, I add it to the score as I am 100% with Infiniti. Thank you all for everything well done.

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Recommend Dealer
Yes
Employees Worked With
Roger Sain
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