Kelly INFINITI

Buyer Beware Where to I begin. Please never buy a car at this dealership, or at any Infiniti at all as when you have a problem there will be no resolution. Where to I begin. Please never buy a car at this dealership, or at any Infiniti at all as when you have a problem there will be no resolution. I purchased a 2017 QX30 on April 17, 2018. On April 18, 2018 I told the sales person that there was an issue with my car, and his response was that I must have "pushed a button." After some time having the issue I finally scheduled an appointment to bring the car in. I received the car back and was told that it is a known issue, and that nothing can be done. When I asked the sales manager Joaquin Greenwood about taking my car back so that I could get another car, he asked me to wait for a recall and that I could go ahead and "sue Infiniti since it does not effect his paycheck." After much back and forth and reviews on google (that have now been taken down per Infiniti's request), Matt from Service finally put me in touch with Consumer Affairs where they offered 1 car payment as a repayment for their poor service and inability to do anything with my car at the time. I was encouraged to continue calling consumer affairs as they would be able to help me, or so I was told. After months of calling I was finally told by my rep that they could not do anything and that I needed to call the dealership. Conveniently this put me after April of 2019 which ruled out a lemon law. I then started calling back Infiniti of Danvers and it took 3 calls and a review for someone to finally call me back. At that time I was told there was a fix. On August 5, 2019 I dropped off my car and today October 10, 2019 and I just picked up why car even though it is not fixed. Almost 10 weeks later! For my inconvenience I was offered a tire rotation package and $1,000 in order to switch my phone from an iPhone to an android. When I reminded them that an iPhone is the most commonly used phone in the US and that it would make my other Apple products obsolete, I was told that it was a "convenience problem." At that point I reminded them that people do not buy luxury cars solely to get them from point A to point B and that they are in the business of convenience. During this ordeal I was dealing with Lisa Avola the GM of Kelly Infiniti of Danvers. I only recommend talking to her if you would like someone to speak down to you and be condescending. Lisa does not even have the decency to call you back even when she tells you she will. Instead she asks the service department to do her bidding as even after 17 years of working there, she does not care about the customer. Also during this time the Service Manager asked me if I would be willing to get into a new Infiniti. I told him I would, but that I did not want to lose the value of my car as I have been reporting these issues for over a year and bought the car with the issue, without it being communicated to me. He is the one who put me in contact with Lisa who tried to offer me 64.5% of the amount I paid for the car, even though there was a QX30 on the lot with 2.5x as many miles on it for 80.6% of the value. Finally I told them what I want as they told me their was no fix and that I would just have to live with the issue. After being left in the dark and not hearing from Infiniti for 13 days, I finally heard from them. They told me that there was nothing they could do and told me I should take the issue back up with consumer affairs. I then spoke to consumer affairs who clearly trained the people at Infiniti of Danvers as they were equally as caring and helpful. I was told that the car payment they gave me a year ago meant that they would not do anything else for me. Please keep in mind that my car payment is lower because even though Infiniti does not require a down payment, I put nearly 50% down when I purchased the car. This is my first Infiniti and I will NEVER buy another other one. Kudos to Honda because apparently their service was so good, that I did not realize a luxury dealer like Infiniti stops caring about you literally the second your car drives off the lot. Pay a little bit more and get a BMW or a Mercedes and get the service that you deserve. More

It was great experience The service was great Ryan went above and beyond he kept me up to date on everything they were doing I really was very satisfied The service was great Ryan went above and beyond he kept me up to date on everything they were doing I really was very satisfied More

Excellent service I was overdue for service and I noticed my car was not driving right. I stopped by Kelly Infiniti in Danvers without an appointment. I arrived to two I was overdue for service and I noticed my car was not driving right. I stopped by Kelly Infiniti in Danvers without an appointment. I arrived to two smiling faces in the service department, Matt and Ryan calling me by name and I hadn’t been there in four months. They welcomed me in and offered to service the car right away even without an appointment. They did my next service due and called me in a few hours to say my car was ready. They did an excellent job of explaining what was done and the car was washed and sparkling on top of it all. Excellent experience. Ryan and Matt do a top notch professional job. Thank you!! More

Excellent Customer Service I came for an oil change and found serious work needed to be done on my 2007 M35X. Ryan Seely patiently explained each and the costs and was empatheti I came for an oil change and found serious work needed to be done on my 2007 M35X. Ryan Seely patiently explained each and the costs and was empathetic to my concerns.. I felt confident that Ryan was doing the best he could for me. Thank you Ryan for your excellent customer service. Susan Peterson More

Always Professional Experience Kelly’s Service Dept always is a professional experience. Full explanation of work required and then completed. It’s always a painless experience. Kelly’s Service Dept always is a professional experience. Full explanation of work required and then completed. It’s always a painless experience. The Express Service is great for oil change and tire rotation. For scheduled service work a loaner car isavailable. More