In fairness let me begin by stating we did purchase our vehicle at this location, and we could not have been happier with the salesman Wayne Lamphier. Wayne was a direct, honest, strait shooter who I would suggest to anyone!
Additionally, might I also state I have only written one other poor review before which was after a horrific dining experience. Point being, I am not a serial review posting type.
However, our service experience as of late and in the past have been terrible. Outside of generic scheduled oil changes, if ever an issue of service beyond the norm it's a sad place.
Specifically, a short time after purchasing our brand new 2010 G37 sedan model we bagan to notice a heavy wind noise coming from the right rear door when traveling over 35 MPH. After my wife addressed the situation on two seperate occasions in person she was told that this is "normal". After having then taken our vehicle on a 9 hour trip to Georgia, where we thought we would lose our minds from the noise, I phoned upon our return to insist they look at it again at which time I too was told by their service manager Mike that it was normal.
It took my insistance, and going down there personally to meet the Service Manager, have him ride with me in their demo, and then in our vehicle where he suddenly and almost instantly said "oh, that's not suppoed to be like that". Woo hoo, finally, admission of a problem. Still, it then took three additional visits, door seal changes, and then finally tweaking the door adjustment before it was fixed. So what once was normal was magically repaired after months of effort on our part. Point being, they did not listen to us in the beginning and brushed it aside. Only uppon our pressing did they relent.
This happened just this week of April 2012.
While driving down a strait, smooth stretch of US 41 just North of Unversity Parkway in almost non existant traffic we suddenly heard a loud boom as the right rear tire went flat. After removing the tire and applying the spare I examined the tire and could find no damage. Upon lifting the rim into the trunk I was amazed to notice a blow out on the interior wall of the rim. I've never seen anything like this and was amazed. That same evening (Sunday) I E-mailed the service department as they were closed. Monday morning they phoned timely and advised I bring either the car or the rim in. I did so that same day.
After dropping off the rim the entire day passed I did not receive a call so I had to call them at 4:30 PM at which time I was advised that "you must have hit something". I explained our situation and that we were on a clear stretch of highway and did ot hit anything. I then was told "well I've never seen anything like this" to which I replied that there is a first time for everything. I was told they had some person coming to their facility Tuesday (the next day) from Ft. Myers who supposedly had some specific knowledge of these type things. After arriving in person at 1:35 PM that same Tuesday I was told (in person) that they did not know what I was talking about, but that one of the two service managers "Mike" was at lunch and would call me shortly upon his return at 2PM.
As I left I noticed my room and tire still leaning against the wall just inside the pedestrian door exactly where I had left it the day before.
Mike never called, so again I phoned at 4:30 PM at which time I was told "we broke the tire down, and the other service manager, and the general manager both looked at the tire and determined we must have run over something".
What happened to the Ft. Myers expert? I quite directly told them they are in no way experts in this field, that the tire has no damage or holes in it, and at best their assertion is gratuitous.
I urged them to consider the possiblity of metal fatigue as there is no physical eveidence, and no punture to the tire. However, there is a half tennis ball size bowout to the inside (not at all on the edges) of the rim. The type of compression it would take to do that would be amazing. There is no peripheral damage to the car in any way as well.
None of this was considered. Leaving no choice I had them order a new rim and tire as they refused to put the old tire on even though there was no damage. My wife was driving on the spare and I did not have time to shop the product.
To add insult to injury, when I paid my almost $900. bill today, I discovered they did charge me almost $50.00 in labor they said they would not, chanrged me at least $80.00 more than the going rate for the tire, and $150.00 more for the rim than I could purchase NEW elsewhere.
Not being experts in the field, having no physical damage to the tire, and given the oddity of the circumstance one would think in an effort to provide good customer service they would offer a better solution to the problem and perhaps even consider to provide the service at cost rather than pulling me over the table and over charging me by an estimated $280.00! Additionally, when I went to pick up the rim today, they did not acknowledge my presence at all as I sttod there, directed me to the cashier, took my money, made me pull up to the side door to have it loaded, and never once even offered me further explanation or apology, or conciliatory comments whatsoever.
In general there is an an arrogance and air of deniability that exist within the service department at this dealership. Unitl pressed they never are accomodating. No until after many wasted hours and constant follow up on your part do you get serviced, and then you pay through the nose for it.
Were it not for the warranty, and the fact that we wish to have a perfect maint. record so as to avoid other warranty issues, and the other dealership is just way too far away, I will cringe at every time I have to pay these condescending men another dime.