Disregarded - Jharvey2926
I have visited this dealership on many occasions and for the most part, I received excellent customer service UNTIL, I insisted that the wobbling in my front passenger side wheel had become unbearable on a car at that time with 28 k miles, now at 55k and still not corrected.
I was given every excuse possible and had to remind them that Infinity is a brand and I expect that their mechanics troubleshoot this thing to completion, instead what I got was, the wheels were spun and balanced (no record of course) finally one of the techs put the car on a lift and spun it with his hand and said look right there and you will see the warp in the wheel...…….this was the only troubleshooting done...…….so now the 2 rims went out for repair with Infinity saying that they paid for one....I have no proof that they didn't but what I do know is that my wheel still wobbles when I get up to 75-80 mph.
I was contacted and asked if things were better, I told them no and was then told to make an appointment, at this point I was so upset that I felt they should have extended some customer service my way by acting concerned....I still have not returned to get things fixed because IF the wheels were warped and corrected, why were they not spun and balanced? how can you not do that after me complaining about the wobble for a year and a half?
I was then sent a text about a review and how important it was to provide a good review but that survey never came so I requested it over 2 weeks ago and I still have not received it. I have spoke with infinity and have been giving an email address to register my complaint of non service but I am not in the business of getting anyone in trouble on their jobs, that is not my intent here, especially when I have received excellent customer service at the very same site time and time again.
Kevin,Kenji and Christine have always provided excellent service but it seems like the service desk is now routing or not passing on info to the mechanics and stuff doesn't get done. That is my best guess. I rode around with a air conditioner which wasn't keeping me cool AT ALL, I was told that it was ok and was blowing air out at 56 degrees but one day I was driving with the air on high and decided to reach my hand out and see if the passenger said was just as hot...…….it wasn't and seem to have been blowing the 56 degrees they told me about but the drivers side was a cool 75 degrees in nearly 100 degree weather...…...I took it back in and guess what, it was a known issue and was fixed in a couple of hours...……...I have been cool ever since but why was this not caught the month prior?
I just don't get how this place provided customer service which exceeded not only my expectations but I knew of no one who had a bad word to say about them...….how did it fall off so suddenly
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