We bought a 2003 G35 sedan approximately 4 years ago. We loved everything about it, the performance, the look and the reliability, but with our growing family we needed something that was bigger and more family oriented. After much debate about what kind of vehicle to purchase it had been decided that what we wanted and what we could afford were 2 very different things. We wanted to purchase a QX 56 however our budget would not allow us such luxuries the other problem we were having was the fact that we had over $7,000 in negative equity that we owed on our G35. We had decided to put some feelers out in the market and see what was out there and see if we could not pay off some of our negative equity in the mean time.
Fast forward about 6 months of talking to well over 15 different dealerships of varying manufactures’ and still having no luck of finding a QX that we could afford, we found ourselves settling on the unfortunate reality that the only bigger vehicle that we could afford was a minivan. Still determined not to compromise we continued to look both for QX’s and minivans.
We found ourselves at the local Infiniti of Tacoma at Fife dealership for a recall on our G35 sedan. We decided to take a look at the showroom and the QX that would never be. We were approached by Eric Brillhart, a very friendly and knowledgeable new car sales consultant. After several minutes of conversation we shared our dilemma of what we wanted and what we could afford. When we informed him we could not afford a new car I was shocked that he didn’t blow us of, instead he gave us a business card and took our wish list and told us he would see what he could do.
About a month later and several more disappointing experiences with other dealerships, it seemed we would be stuck with this G35 forever and to make matters worse my husband had just received PCS orders to Fort Drum, New York. Now more than ever we needed a different vehicle and now more than ever did a QX 56 seem like the right vehicle for us, not only was it big enough to meet our growing family’s needs it also had something that 14 feet of snow would require AWD/4WD. I frantically started calling dealerships and looking at other options for SUV’s because a minivan just wasn’t going to work any longer and a QX was still just a fantasy with our budget and $7,000 in negative equity on our trade in.
I got a call from Eric, he had something. A QX 56, and it had everything on my wish list. So we started talking, I told him about the negative equity and our price range. Eric said give him a few and he will see what he could do. About 30 minutes later I got a call back. Not only did Eric have a QX it had EVERYTHING I wanted and they would take our trade in for full value of what we still owed on it. SOLD!!! The following afternoon we were down at the dealership, filling out the paperwork for our QX56. We left the dealership with EXACTLY what we wanted with no compromises and we also no longer had $7,000 negative equity looming over our heads. This alone would be enough for a VERY happy ending and another happily satisfied customer, but this is just scratching the surface of the kind of service and experience that we have had at Infiniti of Tacoma at Fife.
Now this next not only sets Infiniti of Tacoma at Fife apart from every other dealership we have ever had an experience with, it sets it in a class all of its own. Over the course of the first 60 days that we owned our vehicle as luck would have it 3 separate sensors had gone out, as is par for the course for an older vehicle. We had every intentions of fixing the problems ourselves. Vic Kirilenko, General Manager and Heather Kendall, Service Adviser have gone above and beyond any idea of good customer service, not only did they fix all 3 problems free of charge, they made us feel welcome and appreciated as a customer. Never in all my experiences with other dealerships have I experienced such amazing customer service. They had no obligation to fix even one of the problems let alone all 3 of them, we didn’t buy a warranty, we bought as is and still they stood behind the vehicle that they had sold to us.
Infiniti of Tacoma at Fife, Vic, Heather and Eric has become a special part of our family, a part of our family that we would be proud to recommend to others. Their dedication and commitment to us has meant the world to me. You know that customer service and loyalty is more important to them then their bottom line, and that is refreshing, through this last year of trying to buy a car we have either visited or talked on the phone with more than 20 dealers and I can tell you for a fact that there is not another dealership within 80 miles of us that can even begin to touch the kind of service and experience that we had at Infiniti of Tacoma at Fife. The next time we need a vehicle we will definitely be coming back to Infiniti of Tacoma at Fife even if it means we have to fly back from the east coast to buy.