INFINITI of South Bay

INFINITI of South Bay responded

Hi Lisa! Thank you for this great review! Kaz is truly an exceptional employee and we appreciate him for giving you a great experience. Please let us know if there is anything else that we can assist you with. Sincerely, Andy Kim INFINITI of South Bay Sales Manager

INFINITI of South Bay responded

Due to the current conditions with vehicle supply we cannot promise a loaner vehicle and we request clients make an advanced reservation should a loaner be needed. In fact, it is stated on our website that: "Loaner vehicles are in limited supply due to the industry-wide vehicle shortage and are only available by making a reservation in advance. Please contact your advisor at (310) 325-5555 to schedule an appointment that requires a loaner vehicle." Even though this is our policy, our team went outside of standard protocol to satisfy you as a customer and get you a loaner vehicle. It is unfortunate that this extra effort was not recognized. Carlos Robles Service and Parts Manager INFINITI of South Bay

NEIRA.BARE responded

Please read my first response: I rated your employees poorly NOT because a car wasn’t available, but because of their dismissive attitude. Your employee said, “let me see what I can do and I will call you in 30 minutes.” I make plans based on that promise. And when she didn’t call me back, that’s annoying, but it’s more annoying that she then passed the call to someone who was more confrontational and even more dismissive after I myself called over an hour later. A simple, “we’re really sorry this happened” would have gone a long way. THAT is why you get a poor rating. Not having a loaner vehicle (3 separate times) IS a nuisance, but please know that polite customer service goes a long way. For anyone else reading this: their customer service representatives will try to brush you off and pass you off to someone else. This is not how a luxury brand should conduct itself.

INFINITI of South Bay responded

We are so glad to read that you had such a positive experience at our dealership, Donn! We can't wait to see you again soon. Sincerely, Carlos Robles INFINITI of South Bay Service Manager

INFINITI of South Bay responded

We loved reading this review! Happy customers are our aim, and it appears Anita really hit the bullseye. We’ll make sure to share your experience with her, and if you have any further questions or worries, we’re always available to help. Sincerely, Andy Kim INFINITI of South Bay Sales Manager

INFINITI of South Bay responded

Thank you so much for taking the time to provide such great feedback. Our primary focus is to provide each and every customer with exceptional service. We also strive to answer every question and address every concern and it’s encouraging to know Mike was able to show you our dedicated and personalized service. Don't hesitate to reach out if you have any further questions or needs. Sincerely, Andy Kim INFINITI of South Bay Sales Manager

INFINITI of South Bay responded

Thank you for sharing this great feedback with us. We feel our service department is what makes INFINITI of South Bay special. Reviews like yours help us to make sure that we're meeting the needs of our customers and we’re glad to hear that you were pleased with your visit. We look forward to seeing you for your next service appointment! Sincerely, Carlos Robles INFINITI of South Bay Service Manager

INFINITI of South Bay responded

INFINITI policy is that a dealership is not able to replace a battery under warranty unless it fails a load test. Your vehicle passed our load test, and therefore we could not replace it under warranty. We kept your vehicle for several days and it was starting without a problem. We would appreciate it if you could find it in you to understand, and in doing so, reconsider your review. Larry Harris Operations Director INFINITI of South Bay

DJSCAL responded

What you should have done is asked Infiniti to replace the battery even though it "passed" the load test. Both you and I have had to jump start the car. The battery was clearly about to imminently fail and strand me somewhere. You made no efforts that I'm aware of (I asked) to ask Infiniti to replace the battery. I brought the car in to your dealership twice - wasting my time and yours troubleshooting a battery that is about to imminently fail and strand me somewhere. The load test is clearly not a good test of battery health if it's showing a pass and yet I still have to jump start the car once a week. You made no efforts on my behalf with Infiniti to help remedy this situation - therefore you deserve a 1.

INFINITI of South Bay responded

Thank you so much for your review, Kat! We really appreciate your business and are so happy that Candice could provide great service to you and your vehicle. We look forward to seeing you again! Sincerely, Carlos Robles INFINITI of South Bay Service Manager

INFINITI of South Bay responded

Thank you for the wonderful review, Mrs. Caddell! It is great to know that our staff's excellent customer service has earned your continued patronage. Please feel free to call or stop by if there is anything else we can do to help you. Sincerely, Carlos Robles INFINITI of South Bay Service Manager

MRSCADDELL1965 responded

I will thank you so much

INFINITI of South Bay responded

Thank you for your feedback! We do our best to ensure nothing but a positive experience for our customers and are glad to hear that was what you received. If there are any other automotive needs we can assist you with, please don't hesitate to let us know. Sincerely, Carlos Robles INFINITI of South Bay Service Manager