INFINITI of Willow Grove

I leased a brand new white fully loaded Infiniti g37x in I leased a brand new white fully loaded Infiniti g37x in late June 2012. Two weeks into the lease the paint started to turn yellow above the headlig I leased a brand new white fully loaded Infiniti g37x in late June 2012. Two weeks into the lease the paint started to turn yellow above the headlights.  The dealer asked me to bring the car into to look at the paint. After seeing the paint the dealer acknowledged the paint issue and asked for a few days to look into it. I waited a week and called the dealer again. Unlike when I was a perspective buyer and recieving numerous phone call immediately, it was now taking 1 or 2 full days to get a phone call back. Once I was able to get a call back I was then asked to send pictures of the yellowing paint through e-mail. After sending the pictures I called to make sure they were received, it took about 3 days of calling to finally have them verify they had the pictures. I waited another week and called the dealer again at which time I was told they were in the process of waiting to here from the manufacturer on the issue. Another week later I called back to let the dealer know the front bumper had now also turned yellow and I was not comfortable driving the car this way. I was told to bring the car in and get a loaner until the manufacturer could inspect the vehicle. I just want to point out at no time during this issue was I contacted, I had to make contact with numerous people at the dealership to get status updates. When I leased the vehicle I was told during time of service on the car I would be given a loaner of equal or better value than the car I leased. The dealer attempted to give me a g25x as a loaner car with no where near the same features as my g37x. When I asked for a car equal to mine I was told they did not have a g37x with navigation, so they gave me a g37x that was missing many features than what I was paying for. After another couple of days I contacted the dealer again to get an update and was told they had "good news." I was told the manufacturer had determined it was a manufacturer paint defect and the manufacturer would pay to just paint the yellowing areas. I explained I did not think this was the correct way to repair a $44,000 car that I just leased less then 2 months before. I expressed that it is not possible to exactly match the paint without painting the entire car and also expressed my concern of this happening again on other areas of the car. At this point I asked to speak with the GM of the dealer. After leaving numerous voicemails over a couple of days I did not recieve a call back. I went to the Willow Grove Infiniti website and found his email address and sent him an email. I finally recieved an email back a day later, still no call from him. He basically said there was nothing he could do and I needed to call the manufacturer. That type of response was pretty frustrating since I leased the vehicle from Ian at Willow Grove Infiniti and expected them to represent me as their customer instead of pawning me off. I contacted the manufacturer and they opened a case and said it would take up to 10 business days to investigate the case. At this point I called the GM/owner back requesting him to make a phone call to the manufacturer to possibly speed the process up as I was still making payments on a car I could not drive. He actually answered the phone and sounded annoyed to have to speak with me. I explained I would appreciate it if he could make a phone call to the manufacturer to see if that may help the case. He said that he would not be able to call them as there was nothing more he could do. I then explained to him I would not be picking the car back up so he may want to get involved because if the manufacturer did not want to fix the car the right way he was going to be stuck with the car. At this point Ian hung up on me. I am still waiting on the manufacturer to decide a resolution. I was shocked that the GM/owner of this car dealership acted in such an unprofessional manner. After leasing a $44,000 car just less than 2 months ago I could not believe that A GM/owner of a business would treat a customer this way. I hope my experience will help perspective buyers in their decision process if they are considering purchasing or leasing a vehice from Infiniti of Willow Grove. More

I dropped my car off at 7:30 am Friday morning for a lube, oil and filter change, look into my satellite radio and correct my right front wheel. I received a call Friday morning at 11:44 am from your se lube, oil and filter change, look into my satellite radio and correct my right front wheel. I received a call Friday morning at 11:44 am from your service dept. stating I needed a new satellite radio (which I declined) and I needed two bearings for my front wheel. I came in at 7:45 Monday morning (3 days later) to pick up my car and was informed that my car is not completed and that it will be completed by noon. I was told this is a five hour job. The job was finally completed at 9:00 am. When I received the invoice I was charged 6.5 hours for the work when I was told this was a 5 hour job. When I asked why, I was told by Mike "Since I was not charged for the satellite radio this was appropriate and the total invoice was in the range of the quote." I asked to speak to Mike's boss, Stan. Stan finally changed my invoice to reflect the 5 hours of work and he told me this was a system error. I received a call from Steve to discuss the issues around the service. I told him that I was completely unsatisfied with the service and being over charged for the work and had no other options but to never use this dealership again. Stan told me since this is my position there is nothing he can do. More

Excellent sales experience!! I recently (3/19/2012) purchased my new 2012 Infiniti G37x coupe from Infiniti of Willow Grove and Mr Frank Santoro and could not of been more pleased with the ease of purc purchased my new 2012 Infiniti G37x coupe from Infiniti of Willow Grove and Mr Frank Santoro and could not of been more pleased with the ease of purchasing the new car. Frank made the entire process extremely simple and quick, from my first internet inquiry through the day of delivery. Frank definitely exceeded my expectations throughout the sales process with his level of professionalism and customer service. Not only did I get what I would consider a great price on the new car but Frank got me more then a fair price for my trade in. I will definitely buy here again as well as recommend friends and family to Infiniti of Willow Grove and Frank. More

I recently (1/28/2012) purchased a new Infiniti G25x sedan from Frank Santoro at Willow Grove Infiniti. The entire end to end process was perfect and received exactly what I requested. The paper sedan from Frank Santoro at Willow Grove Infiniti. The entire end to end process was perfect and received exactly what I requested. The paperwork process was quick and without any of the annoying upsells that other dealers try to push on you after negotiation and I received what I fell was a very fair value on my trade in. Frank was very personable and very conscious of my time, making every attempt to keep the process rolling even though the dealership was packed with customers. I will definitely buy here again. More

Excellent Experience!!!! This has been the best experience acquiring a new car. Greg Black was the salesman and he made this a very pleasant experience from A to Z. I did not feel pressured and he experience acquiring a new car. Greg Black was the salesman and he made this a very pleasant experience from A to Z. I did not feel pressured and he took the time to explain everything I needed to know in order to make an educated decision. He also reiterated that I not hesitate to get in touch with him for any questions I may have. Infiniti of Willow Grove truly cares about their customers!!! More