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Suburban INFINITI of Troy
Troy, MI
139 Reviews
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Showing 139 reviews
December 11, 2011
We have been in the market for two different cars, and after doing extensive research, we had pretty much decided on getting the Infiniti FX-35 as well as the Infiniti G-37 sedan. Having already driven t after doing extensive research, we had pretty much decided on getting the Infiniti FX-35 as well as the Infiniti G-37 sedan. Having already driven the first one, I came in to test-drive the G-sedan. I'm sorry to say, but I was TURNED OFF COMPLETELY by the following experience of dealing with Nick Kroll, a "salesman" with all the charm of a hammerhead shark. When I came in (late afternoon on a weekday), I looked around the showroom and saw that there were only 2 salespeople on the sales floor. No big deal, because they have offices on the 2nd floor (it's actually a very nice looking showroom) so I figured the rest of the staff were upstairs or something. One salesperson was busy in his office with a young couple, but the other was just sitting at his computer doing nothing in particular. He saw me, yet still did nothing. After about a minute of me standing there looking around (and periodically into his office in particular), he finally got up and I thought he was finally coming out to greet me. Instead, when he came out of his office, he just started walked the other way. About a minute later, he came back with a paper in his hand. Again, as he returned to his office, we made eye contact and by this point, it was abundantly clear that I was standing out there on my own and that there was no other salesperson out there. He didn't approach to help. He didn't acknowledge me. He didn't even smile. He just went back into his office and sat at his desk. He could have made me happy even by simply telling me something to the effect of being busy in the middle of something but that if I waited a moment, someone else could come out and help me. Nothing of the sort. By this point, I was fairly shocked by how brazenly I was being ignored. After about 2 more minutes standing there all alone, I walked over to his office and asked if he might be able to please help me. Mr Kroll then rolled his eyes, and let out an intentionally audible sigh before reluctantly talking to me. He didn't introduce himself (I only learned his name by looking at his business cards ... which he did not offer me!). He didn't ask my name or shake my hand. What a first impression!!! I won't go into details about the rest of my encounter with Mr Kroll, but needlessly to say, the remainder of our interaction was entirely in keeping with the first impression that he made. He was rude, belittling, and dismissive. I honestly believe that he felt he was doing me a huge favour by talking to me. I want to let the dealership and everyone know that my experience was SOOOO bad, that I ABSOLUTELY refuse to buy a car from this dealership. Moreover, I know that the Infiniti dealership in Novi is also under the same ownership, and so on principle, I will refuse to buy from them also. Listen, I acknowledge that Nick Kroll may be just one bad apple in the bunch, and I honestly can't say that I had any interactions with anyone else. Some might say that it's not fair that I punish the entire dealership because of Mr Kroll's poor actions & attitude. On the other hand, I'm sending a clear message that I refuse to do business with an organization that would hire such a person. I came in later to complain to the manager, but he wasn't there. The other salesperson told me that this was not the first time Nick has been overtly rude to a customer, and that he's known for that. That is COMPLETELY UNACCEPTABLE. When you sell cars, you work in the sales and service industry. Note the word 'service'. That is especially true when you work for a company like Infiniti that charges premium prices for their products. If it was common knowledge that Mr Kroll behaves like that repeatedly with customers, I believe that he should be let go. It would be one thing if he was a stellar employee who was just having a 'bad day'. As consumers, we vote with our dollars, and I am making my voice heard. If ANYONE who works with/for the Suburban Infiniti group reads this, know that YOUR COMPANY LOST OUT ON THE SALE OF 2 PREMIUM AUTOMOBILES because of Nick Kroll. FURTHERMORE, you lost the chance of forming a relationship with someone who would very likely have become a life-long customer and advocate of the dealership, had my experience been positive. As with everything in life, I do my best to find a silver-lining. This came during the moment when Mr Kroll left the room. It was at that point that I looked across his desk, and there next to his computer, was a large notebook. It was open to a page in the middle with only 2 things written. I can't remember what the 2nd thing was, but the first item was "Treat everyone like a human." The word "everyone" was underlined twice. I actually started laughing out loud. I don't know what's funnier (yet so sad at the same time). The fact that he was acting in the complete opposite way of this sentiment, or the fact that someone actually needs to be reminded to treat other people like .. well, people. More
by 2011carbuyer
Employees Worked With
Nick Kroll
Helpful November 22, 2011
I had a warning light show up on the dashboard. Low tire pressure so I stopped in without an appointment. They took care of it within 20 minutes. I had a screw imbedded in the tire they removed it and patch pressure so I stopped in without an appointment. They took care of it within 20 minutes. I had a screw imbedded in the tire they removed it and patched it. They also washed my car. The best part they didn't even charge me for it. It was professional and friendly. I love my Infiniti! More
by Veradayrizer
Employees Worked With
Service Department
October 31, 2011
Mike was great to work with. Even though the dealership was over 30 miles away, they made sure we were satisfied and would be doing all of our business there.I highly recommend this dealership and we will was over 30 miles away, they made sure we were satisfied and would be doing all of our business there.I highly recommend this dealership and we will be sure to be going back for our next purchase. More
by Bill Marshall
Employees Worked With
Mike Hanlon
October 31, 2011
My man at Suburban is Mike Hanlon. From the moment I walked into the dealership he was attentive to my needs, and showed a great deal of patience in assisting me in my selection. I got the feeling from walked into the dealership he was attentive to my needs, and showed a great deal of patience in assisting me in my selection. I got the feeling from talking with Mike that he was a "straight shooter" and his advice appeared sound and credible to me. My interactions with the other people-Bob, the used car manager, and Mike Smith also was consistently professional and very helpful. I assured them that I would be sending people to buy a car from them with no reservations whatsoever. I feel that if the people I refer are treated as I was, it will make the process very satisfying and easy. Good job fellas, I'll likely be buying my next car from you as well! More
by MMaison
Employees Worked With
Mike Hanlon
October 25, 2011
Mike Hanlon was very professional, wonderful to get to know and deal with. Both he and Bob White are "good people" and very knowledgeable. Mike sold my son a vehicle first. He treated us like family fro know and deal with. Both he and Bob White are "good people" and very knowledgeable. Mike sold my son a vehicle first. He treated us like family from the very beginning. Mike doesn't hard sell you. He genuinely cares about placing you in the right vehicle to suit your needs. The experience with the entire Suburban Infiniti staff was so refreshing with my son's purchase, I returned a couple of weeks later and purchased a vehicle for myself. I had no clue as to what type of vehicle I wanted. Having already developed a relationship with Mike and Bob, Mike picked out a vehicle for me. He said, "you'll love it". He was right. I did and still do love it! These guys are great! Their cars are clean and dependable. I will return to them for all of my future purchases. I am happy to tell anyone shopping for a vehicle to go visit Mike and Bob at Suburban Infiniti in Troy, and tell them the "Juice Lady" sent you. More
by juicelady
Employees Worked With
Mike Hanlon
October 25, 2011
I normally do not deal with dealerships, but this was a special case. Suburban Infiniti of Troy had the car I had been looking for, a 2006 Pontiac GTO. I hit the button on the website to inquire about the special case. Suburban Infiniti of Troy had the car I had been looking for, a 2006 Pontiac GTO. I hit the button on the website to inquire about the vehicle. In less than 24 hours I had almost all of my questions answered and my mind at rest. I called Mike Hanlon and asked about financing, I let him know that this would be the my first car ever purchased from a dealership and he was more than happy to make my time worth while. I filled out the online form for financing and in a couple of hours he called back and said I was approved. Next came the hard part, I live in Huntsville, Alabama. Michigan is over a 600 mile trip one way. I asked about what would need to happen for the vehicle and Mike Hanlon gladly told me 500$ would hold the car for 24 hours, but I needed longer. I put 1000$ down for the vehicle and Mike gladly told me that the vehicle would be held until I got there. The trip was planned and a week later me and my fiancé hit the road for Michigan, weary of what to expect from a dealer made it a nervous trip. 11 hours later and we were there, I parked next to the GTO and a smile went from ear to ear. We went inside and asked for Mike and there he was asking each and every one of my many questions. I inspected the car for well over 45 minutes, gave Mike some "fun facts" for his next GTO sale and he handed me the keys for a test drive. Came back and we headed inside to fill out the paperwork, I was leaving with that car. Sat down and everything that I had questions for Mike had answers. They even gave me a copy of the work that was done on the car prior to them selling it to me. Mike left and another guy helped us out with filling out the financing paperwork. Within an hour we were in and out in the car I had waited forever on. When dealing with sales Mike Hanlon is the guy to go to. He reminds me fondly of Chris Farley.. Strange. Mike Hanlon had all of my paperwork ready to do and all together when we arrived. All we had to do is listen to the financing guy and sign some papers and we were out of there. Thanks Mike! You made my experience with a dealer more than enjoyable. More
by Kitachi
Employees Worked With
Mike Hanlon
May 28, 2011
I leased a 2011 Infiniti G37x Coupe from this dealership in March. Included as part of the monthly payment in the lease is a fee for shipping the car to Los Angeles, CA. I was told this is no problem, and t in March. Included as part of the monthly payment in the lease is a fee for shipping the car to Los Angeles, CA. I was told this is no problem, and to just call the salesperson when I was ready to ship the car. Now that I am trying to move, the staff has been useless. I called on Monday of this week to let them know my move date and that I needed the car picked up June 1. I called again Thursday after not hearing anything back, and was put straight into voicemail. I left a message for Devin Adams. No return call. I then called Marc Sturm on Friday morning to make him aware of my situation. I noticed 5pm rolled around and I still hadn't gotten a call back, so I called again. Straight to voice mail. Called back again and asked the receptionist to go find Marc. Now it is memorial day weekend, and I still have no confirmation of when the car will be picked up for shipping. The exact position I did not want to be in: trying to get something done over a holiday weekend. The bottom line is these guys are focused on SELLING cars, but don't expect much out of them beyond that. They are worthless. More
by nalewismd
Employees Worked With
Devin Adams, Marc Sturm
January 22, 2011
They answered all of my questions and took the time to explain why the Infiniti prodouct was worth my consideration. they also took the time to make sure the vehicle I was interested in was avaialble for explain why the Infiniti prodouct was worth my consideration. they also took the time to make sure the vehicle I was interested in was avaialble for me to test drive and show me why this vehicle fit my nees better than the rest. More
by smithd602
Employees Worked With
Michael Smith
August 09, 2010
The experience of buying our first chrysler vehicle was great! I couldn't of asked for any better customer service and care. I would definitly come back to this dealership again. The only thing I would great! I couldn't of asked for any better customer service and care. I would definitly come back to this dealership again. The only thing I would of changed was we were never asked how long of financing we wanted before the paperwork was processed at time of delievery. Now we are stuck with a 5 year loan when we only wanted 3 year loan. More
by jmonsere
Employees Worked With
Rick LaRue
