I have just had a very disappointing encounter with
Roswell Infinity of North Atlanta. I have owned two Infiniti vehicles over the past 15 years. I have chosen to service my cars at the Infiniti deal
Roswell Infinity of North Atlanta. I have owned two Infiniti vehicles over the past 15 years. I have chosen to service my cars at the Infiniti dealership, even though everyone tells you NOT to use the dealership for maintenance. I love driving my Infiniti luxury car and I have owned several other luxury vehicles including BMW, Mercedes and Lexus.
I was quoted tire prices in January for replacing all four tires on my Q60s convertible. The service representative gave me a written quote and told me to hold on to the quote so that I would receive that pricing when I returned. I did not need new tires immediately, but they should be replaced when I brought my car back in for regular service. I took my car in today, April 28, 2022 for my new tires. I booked an appointment on line, so I did not talk to a live service advisor.
Upon arrival at the dealership, I was greeted by a very polite and professional service advisor, Jasmine. She reviewed my quote and looked up the pricing on line. The tires had increased in price since January. I repeated what the previous service advisor had told me and she said she would check with her manager on honoring that price. Unfortunately, I was told there was nothing they could do, I would have to pay the increased price. They would not honor my previous quote. I received a final decision on this information AFTER the tires had been installed on my car.
Had I known they would not honor the quote, I would have taken my car to Costco for tires. I received a quote for better and longer lasting tires from Costco for what I had to pay Infiniti today.
I asked if there was an escalation process and Jasmine told me no. Roswell Infiniti is a family-owned dealership and Infiniti Corporate did not have anything to do with their customer service or pricing. I was very disappointed with this answer. I understood that her hands were tied, she is an employee and has no decision-making authority. I was told that I could talk to her manager but I did not see any point.
It is hard for me to understand how a “family-owned” business would not honor previous quotes from their service advisors. I am sure that I am a VERY small concern for this dealership, but I will be telling everyone that I know and posting this information. I will not be returning to this dealership. I will find a reliable mechanic that is closer to my home or corporate owned dealership, saving gas and time.