Sheehy INFINITI of Annapolis

While I have had very good experiences with the Sheehy sales team, I have been disappointed by recent service experiences. Once, after taking my current 2011 M37x in for a simple oil change, I notice sales team, I have been disappointed by recent service experiences. Once, after taking my current 2011 M37x in for a simple oil change, I noticed smoke and the smell of burning oil a few days later. When I performed an inspection under the hood, I noticed that the engine oil cap had not been replaced and oil had spewed out of the engine and all over engine parts. The dealership quickly performed a power wash of my engine components, replaced the cap and apologized. After a recent appointment for what I thought would be a quick oil change and tire rotation, I complained during a follow-up service survey call that it took a lot longer than I had expected (the total service and complimentary car wash took more than 2 hours). I certainly understand and generally shrug off the occasional customer service hiccup, as I have always been very patient and forgiving. However, my patience has grown thin after my most recent service experience, which is why I feel it necessary to share my experience. In the year I've been driving the 2011 M37x, I have noticed some extremely annoying transmission problems that caused me to finally contact Infiniti Consumer Affairs. These are problems that go beyond the ECM software update (ITB-11-008A), which was previously performed and fixed some shift-point issues. After explaining other unresolved transmission issues, Infiniti directed me to take the car to the service department at the dealer for a better diagnosis so that Infiniti engineers could work directly with service technicians at the dealership. During a test drive, I demonstrated the problem to the Service Manager, who subsequently requested that a service technician accompany us on the same test drive. The service technician drove the vehicle but downplayed any problem and claimed that the vehicle was performing as designed. I explained how I had also driven similar all-wheel-drive Infiniti service-loaner vehicles and could not replicate a similar malfunction in the other vehicles. The technician maintained that there was no problem with the car. At that point, I became more than a little frustrated. The Service Manager intervened and offered to have an Infiniti engineer visit the dealership to test the vehicle. I was subsequently provided with a date that the engineer would be visiting. I requested to be contacted upon the engineer's arrival that day so that I could be there to demonstrate the problem. On the day of the scheduled test drive, I received a follow-up call from Infiniti and was told that no engineer would be visiting that day, but that a visit request would be submitted on my behalf and I would be contacted again with a scheduled date/time for the Infiniti engineer to test my vehicle. I returned to the dealership to drop off my service-loaner vehicle and pick up my car to drive until I was contacted again by Infiniti. The Service Manager was surprised to see me and knew nothing about my conversation with Infiniti cancelling the engineer's test drive. As far as he knew, another engineer (apparently NOT arranged by Infiniti Consumer Affairs) was still scheduled to visit for a test drive that day. After contacting Infiniti, the Service Manager apologized for the confusion. From a customer service perspective, I have several problems with what transpired: 1. There is OBVIOUSLY a big breakdown in communication between the dealership and Infiniti which ultimately makes both look bad to the customer. 2. If service records of my previous transmission complaints had been thoroughly reviewed, properly tested and diagnosed, I never would have had to contact Infiniti Consumer Affairs in the first place. Admittedly, I allowed sufficient time to elapse between my original and follow-up complaints to see if additional service bulletins were issued by Infiniti to fix my problem. However, the fact that I demonstrated the problem to a service technician during a test drive and he continued to deny any problems CLEARLY shows that the service technicians don't know how the vehicles are supposed to drive, even when they test drive similar vehicles on the dealer's lot to compare (as I was told had been done). To me, that means that the service technicians are capable of performing ROUTINE work (oil changes, scheduled factory service, part replacement, etc.). However, they appear to be completely inept at diagnosing/addressing less common issues or even acknowledging problems that have been clearly demonstrated. 3. At this point, I should not even be involved in coordinating further diagnosis/testing/discussions between Infiniti and the dealership. The ONLY reason I am forced to remain involved is because I don't trust the dealer's service department to acknowledge or effectively demonstrate the problem to an Infiniti engineer, which is why I requested to be present for the engineer's visit. 4. This is my second Infiniti product from Sheehy. There were never any problems with my first vehicle nor with the service while I drove that vehicle. However, until these current service issues are resolved, I am uncertain about remaining a Sheehy or Infiniti customer in the future. More

When we visited the new Sheehy dealership, my wife and I spent 15 minutes in the showroom looking at vehicles but could not get anyone to assist us. When you are looking to purchase a luxury vehicle in exc spent 15 minutes in the showroom looking at vehicles but could not get anyone to assist us. When you are looking to purchase a luxury vehicle in excess of $40K you would think that someone at the dealership would be interested in helping you make a purchase. Instead we felt like we were wasting our time. So we left, never having talked to a sales person except to be ignored when we said hello to the only one who passed us. We ended up driving over 25 miles to JBA Infiniti in Ellicott City where we had a very pleasant experience. Don't waste your time at this dealership. ------------------------------------------------------------------- Subsequent to the above post we were contacted by the general manager of Sheehy, Lee Holt, in response to our email. He stated that our treatment although unacceptable, was the result of abnormally high volume on their grand opening weekend. Although we did not see many customers when we were at the showroom, we are providing this explanation in response to the conversation with Mr. Holt and his assurance that steps have been taken to prevent this from occurring again in the future. More

My experiences with Sheehy Infiniti of Annapolis have always been very good. The customer service level is superb. From the service department down to the sales person. There have never been any pressure always been very good. The customer service level is superb. From the service department down to the sales person. There have never been any pressure. They present the facts and leave it up to you to make your decision. I purchased a 2008 G37X on February 15. Dennis Hunt was very professional and pleasant to work with. He listened to my request regarding monthly payments and my trade in value. When I had doubts, Dennis made it possible. Dennis spent the extra time after the purchase, going over all of the set up and features of the car. Dennis cares about his customers and want them to be totally satisfied. The next day he quickly responded to how to reprogram my passenger window after discussing with the service department. Overall,Denise made my car buying experience very pleasurable. I would definitely refer everyone. More

Salesperson Dennis Hunt and financial manager Chris Pender managed my buying and seller relationship into a rewarding experience. My experience with Sheehy Infiniti was a very good experience based on Pender managed my buying and seller relationship into a rewarding experience. My experience with Sheehy Infiniti was a very good experience based on the following: They were genuine and made me feel comfortable. They listened to what I said so to figure out what I wanted. They demonstrated good communication skills; made sure I understood the information given to me and that I was heard. They were very knowledgeable about the vehicle - knew enough to answer questions and when to get more information but not too much so that I was inundated with too much information. They looked me in the eye, which to me comes across as honest and reliable. After I left the dealership the customer service did not end! I had some additional questions--Dennis responded late in the evening after having delivered a vehicle out of town. Excellent!! More

We recently purchased a used vehicle from Dennis Hunt of Sheehy of Annapolis. He is an extremely professional salesman who displayed a true respect for his customer. I love the no haggle pricing, you don' Sheehy of Annapolis. He is an extremely professional salesman who displayed a true respect for his customer. I love the no haggle pricing, you don't have to wonder if this is "really the best they can do." The extrodinary customer service proves this is no ordinary dealership! We were treated like family and I would recommend Dennis (and the entire Sheehy family) to anyone who is in the market for a new vehicle. More

Mr. Dennis Hunt is one of the most genuine, friendly and Mr. Dennis Hunt is one of the most genuine, friendly and God loving people I have ever had the pleasure of meeting. I was truly blessed to have m Mr. Dennis Hunt is one of the most genuine, friendly and God loving people I have ever had the pleasure of meeting. I was truly blessed to have made his acquaintance as he truly made this automobile purchase completely painless much easier than I ever thought was possible. He is truly an upstanding guy and will do everything within his power to make your experience a memorable one, which is exactly how it should be. Thank you Mr. Hunt. Everyone else I met while at this dealership was extremely friendly, courteous and helpful at all times. Although I do not know their names, I would like to congratulate them on their outstanding customer service. More