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Too Many Times Dealing w/ Dale Elrod's Anger Issues - Love my FX35
Dale Elrod, service advisor, has an appalling temper and zero awareness of what good customer service really looks and sounds like. I took my vehicle into Infiniti of Omaha for a simple malfunction in my hatch. When given a quote of $1,200 to fix it I was certainly surprised but mostly confused. When I started asking questions, Dale immediately got upset and aggressively blunt with his explanation. He further reattempted to explain the situation with extremely aggressive body language; he used an example by ripping my diagnostics papers (that I had not even seen yet) in half (to my face) and told me that he doesn't know how else he can tell me. It’s simple he says. I could obviously tell he was angry, but I didn't know why. For a brief moment I thought we were about to get in a physical altercation. I tried to calm him down by telling him of my skepticism and why I am asking questions, and that it is because I was burned by another dealership with my BMW X5. He then blew up at me (in the waiting room in front of several other guests) saying that I made accusations that Infiniti will tamper with my vehicle if I let them work on it. That simply was not true. Again, I thought it was going to get physical. He then ran off into the garage yelling. When he came back, he told me that he was going to grab my keys and that they are refusing to service my car. I then asked for his manager who further assisted me with my hatch. While waiting I received nothing but negative glares from other staff members. His reaction was uncalled for and there was never an apology for Dales actions, however, his manager, Verne, was nice and did apologize to me but made excuses for Dale. This is the second time dealing with Dale Elrod’s anger issues in 1.5 years. He once called my wife about a part that they order, and when she said she was no longer interested in having more work done and paying for something we didn’t need, Dale began screaming at her over the phone. She was so agitated that she refuses to ever go back. I thought maybe this was a fluke so I decided to let it go. That was until I was forced to have this interaction with Dale, and now I am choosing to never go back to Infiniti of Omaha for service and possibly never by an Infiniti ever again. After sharing this experience with friends, family, and colleagues, I’ve learned that Dale is actually renowned for his behavior and terrible customer service. I have never written a bad review for a company in my life because I do not care to take the time and would just rather not go back, but Dale is another case. In my 20 years of experience in hospitality and short period as a car salesman myself, I have never witnessed this kind of disrespect from an employee to a customer, and they are still entitled to their position.
Instead of having the "Luxury Car Dealer" experience I... - G Owner
Instead of having the "Luxury Car Dealer" experience I was hoping for I got the play the waiting game with my salesman routine like I was some schmuck off the street. I have purchased 6 cars in the last 10 years (we put a lot of miles on them...) and the service I received from a Chrysler dealer and small town car dealer in the past put this Infiniti dealer to shame.
Infiniti needs to step up and make sure that their dealerships are setting the same high levels of customer satisfaction that their cars do. This is my first Infiniti vehicle and I will definitely purchase another. However my loyalty lays with Infiniti not the dealer due to a lame and underwhelming experience. The sales manager, Cameron, is the only reason I did not drive to the Des Moines Infiniti dealer to purchase a car. I only hope their service center can restore my faith in them over time.