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INFINITI of Scottsdale - Service Center

3.2

45 Lifetime Service Reviews

7601-1 E Frank Lloyd Wright Blvd, Scottsdale, Arizona 85257

45 Reviews of Infiniti of Scottsdale - Service Center

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September 25, 2018

"Unprofessionalism to an extreme!"

- Wendy Kent

One would think professionalism would be valued at this type of an establishment. My experience with Jonathan Cady was the opposite! He called me a LIAR on two occasions! The first was when I authorized 775.00 worth of work, and when I went to pick up my car, the bill was over 1600.00! I had received an email requesting authorization of additional work, for which I responded “not today.” I had this documented on my phone. When I was taken to J. Cady’s office, he said his representative had called and gotten a verbal okay. Not the case at all!! He proceeded to tell me I was a liar!! He clearly didn’t care for me, an outspoken female professional that wasn’t going to just pay the entire bill and be quiet. The second occasion occurred after my car didn’t start one night, and I got jumped and went to O’Reillys, where I had purchased my previous battery in October of 2016. I was told it was still under warranty, so no charge. When they went to put the battery in, there was a battery from April, 2015! The only people that had been under the hood was Infiniti of Scottsdale. I had noticed when I picked up my car from them, my windows wouldn’t go up any longer with a touch. This occurs when a battery has been changed..also, part of the work they had requested to do was replace the spark plugs! I took the battery that was removed from my car to Infiniti of Scottsdale, and unfortunately, had to deal with J. Cady yet again. Now, why would I buy a battery if I didn’t need to? Why would I drag a dirty old battery back to them? I thought he would genuinely be concerned that one of the technicians swapped out batteries, but no! Yet again, he called me a liar!’ He said they would pay me for the battery, but when I said I was going to write a review, he took it back, and told me he didn’t my business anymore. Why wouldn’t he look to see if perhaps I was correct? Rather, he thought it was more appropriate to call me a liar. I’ve driven Infiniti since 2009, but recently moved to Scottsdale, hence my move to them. I would NEVER, EVER expose myself to the ridicule, rudeness, and unprofessionalism J. Cady showed me. He doesn’t like strong, independent women..at least that was the case for me

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Overall Experience
Recommend Dealer
No
Employees Worked With
Jonathan Cady
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Juan Pablo Samayoa
2.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
September 10, 2018

"Service "

- Rusklock1

Sales and management have been great. But the service department is one of the worst I have ever delt with anywhere this location and the one in Peoria. I was driving from surprise to this location for about a year because I had the warranty were I had to go to that location until I called and had that fixed. We will start with Gina she is not personal and very cold. We have complained and spoke on the phone many times about the fabric piller in the car was coming off from where they placed the clips as if they re used the same clips from the old piller after replacing fabric. Gina and myself spoke on the phone months ago about this. I told her it’s to far to come to Scottsdale just to look at it like before then make another appt to service the issue. She never said oh you can’t go to Peoria to do this since it’s out workmanship. She not only had voicemails about this from me but we spoke on the phone for a long time about this. I went to Peoria for an oil change months ago and was told by them they could not do this as it’s workmanship from other location. After finally getting a car to borrow so my husband could take the care to Scottsdale and I could still work. Gina went on about how I was over the miles of the warranty on that even though it was talked about months ago before that exspited and never did she even say I had a time frame to get this done. I paid for exstended warranty for things like this that are not ware and tear. She did her then to fix this under the warranty. But this is one issue. I had taken my car many times for oil changes and even when this was fixed the first time and told them my car shakes when shifting gears and was told it’s normal by Peoria and all of them do this. And the Scottsdale location that nothing was wrong. My husband finally put his foot down this week and they looked and he drove with a tech and the tech felt it and said yea I don’t think that’s normal. We get an email with things needed fixed and that was found to be an issue they would fix under warranty. So for a year I drove this car with a huge issue and no one helped me. We were told by Gina oh we don’t show anyone ever saying anything about this. I told her personally about this. Story gets worse. Husband picks up car on sat and did not walk to the back of the car as he walked to the front and drove away. We get home to see our business logo on back window is messed up after they cleaned it at the dealership. We were never asked if they could clean our car. My husband just called to tell Gina as service is closed sundays. And she tells him oh I don’t think our car wash could do that. Are you kidding me. That was not like that when we took the car in. And when you do your walk through before taking our car in did you note this like you would a delt so you don’t get blamed as a dealership. Nope not written or noticed by her at all. So then how is it our fault as the customer it was not there before we took our car in. We are now waiting for a response from her. And well if they do need us to take the car in. Who is the one paying us for the gas that takes us an hour each way to get to them. Really come on tell me how this is all fair all the issues.

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Recommend Dealer
No
Employees Worked With
Gina Sanchez
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
March 19, 2018

"Legendary"

- Fscjr9

Being Involved in the Technology Business sector for the past 40 years, one witnesses patterns develop. Fluctuations of an industries goods and services, are inevitable, as it is in life in general. Although there are exceptions where fluctuations are anticipated and embraced in a positive manner, simply said the ones committed to integrity will compete honestly and thoroughly to produce the long term favorable constant. Scottsdale Infiniti Service Departments representative Eric has proven a reflection of the aforementioned integrity. I have witnessed his ability to interact seamlessly (listen and explain) with a wide range of customers, including the members on his team. Although to understand an electric-mechanical system requires a skill, interacting with all the facets involved in an industry requires much more for long term success. It does take aptitude, attitude, experience and skill, but most importantly is the integrity with which this package functions. To find a product and repair shop one can trust is truly valuable. Worth mentioning is the 2012 Infiniti I own which has been serviced strictly by Scottsdale Infiniti for the past 5 years. I currently receive compliments and offers to purchase this vehicle from a wide range of people rather often due to its current condition. Automobile technician groups need brand specific specialization these days. Just training, certificates and factory authorization are not guarantees of workmanship. A well seasoned technician knows that experience, training and intelligence are not a guarantee for outcome; again.... there needs to be integrity and attitude in the environment. All personnel on particular team in a professional environment of respect and positive energy flow, will then provide the best steady positive results. All the experience in the world cannot thrive properly without these ingredients and good moral character. Outcome of this nature reflects this department. Thank you,

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Recommend Dealer
Yes
Employees Worked With
Erik Leis
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : The department team
Mar 20, 2018 -

INFINITI of Scottsdale responded

Thanks for sharing your story! We pride ourselves on providing each of our customers with top notch service. We are glad to hear that our efforts are paying off! Thanks again for choosing us and we hope to see you again next time!

August 29, 2017

"Avoid if you can"

- PaulAntsell

This review for service part of this dealership. Salespeople are good, especially Bryan Nelson. But I will avoid any further contacts with service in a future. And this is a second time I had a bad experience, so it's definitely not a "glitch", its a systemic problem. I brought my car to estimate a possible repair or replacement of tire defect on my new QX60 (car was in a garage for 3 days when I found a flat front tire this am...). After 3,5 hours of "inspecting" and "estimating", "service manager" Gina Sanches informed me that this tire cannot be repaired and its not under warranty b/o "a outside blow" which apparently caused a damage...The fact that this car was in a garage for the last 3 days, and there were no "blows" or "hits" (which would leave marks on a rim as well), did not change a thing. She choose to make a customer to pay for replacement instead of escalating it to a warranty claim to manufacturer. "Good choice", i'm sure. After presenting an estimate to replace a tire, and after I obtained a verbal "out-the-door" estimate for the same tire from "Discount Tire", she said they would match the price but she need to see a "paperwork"...(?!). The fact that this "work" is not done yet, and it was an over the phone promised price, did not change a thing. She choose to loose my business over $50 difference! Another "good choice"! Congratulations, you earned a "star"! Just one star...

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Recommend Dealer
No
Employees Worked With
Gina Sanchez
August 23, 2017

"Maintenance G37x"

- LSreview

A very positive experience at the dealership today, although the length of the visit was a little long. However, I was notified of the estimated time. My service consultant, Andy, was prompt, pleasant, informative, and checked in to update me throughout the visit. All the staff were friendly and the atmosphere was clean and welcoming. I appreciate the great service.

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Recommend Dealer
Yes
Employees Worked With
Andy Morgan
Aug 26, 2017 -

INFINITI of Scottsdale responded

Thank you so much for your fantastic review! We are so happy that you had such a wonderful experience with Andy and the rest of our service department. We really appreciate your business! Come back and see us again!

August 16, 2017

"Excellent customer care by Gina for servicing!"

- azsilver4

Gina bent over backwards to accommodate me - scheduled me asap and got me a loaner vehicle:) Car was ready early & clean! Best of all, there was no charge:)

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Recommend Dealer
Yes
Employees Worked With
Gina
Aug 26, 2017 -

INFINITI of Scottsdale responded

Thank you for your great review! We are so happy that you had such a great experience with Gina and the rest of our service department. We really appreciate your business!

January 06, 2017

"Feel like Family!"

- XtremeFX11

I have been servicing my vehicle at Scottsdale Infiniti for almost 2 years and this place is the best! Everyone is upbeat, cheerful and very friendly! I purposely drive an additional 15mi north to this dealership just for the service alone! It is unmatched! My Service Advisor Eric, ROCKS!! He takes the time to listen to ALL of your vehicle issues and questions, gives helpful advice and makes recommendations too! You can tell he is eager to help you with your needs and get you taken care of in an easy, but professional manner! I have been fortunate to use a couple of the various Infiniti loaner vehicles when having work done... allowing me to experience the different options available to me when considering my next vehicle! Their waiting area is upscale, stocked with complimentary snacks, beverages and their own alkaline water! This location is truly one of the best! Keep it up Scottsdale Infiniti!

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Overall Experience
Recommend Dealer
Yes
Employees Worked With
Erik Leis
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Jan 17, 2017 -

INFINITI of Scottsdale responded

Thank you! That's a true testament to our service to hear that you drive out of the way just to see us. We'll be sure to pass this along to Eric as well. We are grateful for your continued business and interest in INFINITI of Scottsdale!

August 28, 2016

"Skeevy"

- EFire

Service "consultants" do nothing more than try to upset you things you don't need, also pretty disingenuous that they charge you for a synthetic blend oil change but actually give you conventional oil with some Zak additive and charge you for hat too. I had always gone to dealers for service until this one.

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Overall Experience
Recommend Dealer
No
Employees Worked With
Andy Morgan
August 05, 2016

"Great service as always!!"

- G4S

Had my final service check up on the service plan I purchased when I bought my 2011 Infinity G37 Sedan. As always, the staff here are very attentive, personable, and professional. Always helpful and straight forward! Service Manager John Cady and Service Consultant Andy Morgan are fantastic, as is the service techs that have inspected and serviced my Infinity for the last 5 years. Thank you F. Yazzie for your service as well! I will continue to bring my G here for service, and when the time comes, will purchase my NEW Infinity from this location.

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Recommend Dealer
Yes
Employees Worked With
John Cady, Andy Morgan, F. Yazzie, Bob Lawson
Aug 08, 2016 -

INFINITI of Scottsdale responded

Thank you for being a continued customer of our dealership! We are happy to know that you and your G37 always receive great service from our team. We look forward to seeing you at your next visit!

October 29, 2014

"Customers do matter"

- brettrachel

I recently wrote on here about a poor experience I had with the service department. I was shocked and extremely happy to find out the poor service bothered the dealership as well. I shortly after received a phone call from Kerry Robinson who was extremely apologetic and wanted nothing more then to let me know how bad she felt and what she could do to make things better. I've always been happy with their services (we've even bought a vehicle from them) and now I'm impressed to know the customers happiness really does matters to them. I will definitely be giving them a call back for services.

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Recommend Dealer
Yes
Employees Worked With
Tim, Kerry Robinson
Nov 01, 2014 -

INFINITI of Scottsdale responded

Dear Brett, Thanks for posting your comments & concerns! It’s our pleasure to help and we apologize for any inconvenience you may have had. We strive for the best possible service for our customers. We appreciate your business!! Your friends at Infiniti of Scottsdale

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