Adam Goldstein | Page 9

After the sale they disappeared!! This is the most bipolar dealership I have ever done business with. The first 75% of the total experience (before signing a contract) was the best. No This is the most bipolar dealership I have ever done business with. The first 75% of the total experience (before signing a contract) was the best. No pressure--excellent attitude. The switch flipped the moment we were done with the paperwork. We test drove 3 cars, all QX60s and all with similar miles and features. 2 of the 3 had legitimate mechanical issues. Easily repairable but I didn't want to have to deal with it. The 3rd, the one we ended up purchasing, had an issue with a loose glove compartment latch. I mentioned this to Harshene and he said he would have a tech look at it. We are from NH so it wasn't possible for us to leave with the car that day. We set up delivery for Monday. We were to go to the DMV and get a temp plate. We would drive down to get the car that evening. A runner would meet us up in NH later in the week to get the vehicle registered. We had to pay a $250 fee for this, which we did. I communicated with Harshene throughout the day to update him on our ETA. The last thing I wanted to have to do was wait a long time for the vehicle once we arrived. Of course we ended up having to wait almost an hour after we arrived as the car had not gone through detail yet. Extremely annoying!! The car was brought around and I immediately noticed several stone chips on the hood and a ding on the drivers-side door. I brought this concern up to Harshene and his response was that it's used and they are easily fixed with touch-up. It was now almost 90 minutes after we had arrived. I did not want to have to drive all the way back down there. The stone chips were most likely there the whole time but we test drove the car on an intermittently rainy day so they didn't jump out at me. He said they would fix it if we couldn't deal with it after a few days. The glove compartment was never touched--the latch made a noise on every bump. Additionally, they were going to Fed Ex the title for me to go to the town hall and register the vehicle. I had no problem doing this but I had already paid $250 for a runner to meet me at the town hall so I asked when I would receive a refund. He told me to email a copy of the completed registration and they would send a check out. I followed my wife Home and about 15 minutes after we left she called to tell me that the car needed gas. So we bought a $40,000 car, it was delivered with stone chips that probably could have been professionally repaired for less than $200, and they didn't top off the gas. I reached out to the Sales Dept the next day to let them know I wasn't satisfied with the stone chips or the empty gas tank and they said to bring the car back and they would take care of the stone chips and fill up the gas tank. After a few attempts to get it scheduled the issue was escalated (not on purpose--a manager named Adam was monitoring emails and saw mine over the 4th of July week.) He explained that the schedule over the holiday was split and they dropped the ball on following up. Ok. I can buy that. He offered to send me some touch up paint and the $250.00 they owed me plus they would reimburse me for a tank of gas. This was on July 9th. On July 13th I checked back in with him and he said it was sent out on the 12th. I'm not sure what service was used to send it but it has been 5 days and I haven't received anything from Norwood Infiniti. This is the first "luxury" car I have purchased and I have to say that the Albrecht Motor Group misses the mark completely. It's the weirdest thing ever. I have purchased cars from other dealerships and none fell apart like this one. More

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Efficient, Friendly ,and Knowledgeable I always find everyone at this dealership to be friendly and efficient. The waiting room is pleasant and clean- food and beverages available, along wi I always find everyone at this dealership to be friendly and efficient. The waiting room is pleasant and clean- food and beverages available, along with WiFi and a television. More

by MIJOS Verified Customer Verified Customer

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It was a pleasant experience This dealership did not pressure me into buying a vehicle from them. They wanted to make sure it was the right fit for me and my family. The whole exp This dealership did not pressure me into buying a vehicle from them. They wanted to make sure it was the right fit for me and my family. The whole experience so far has been outstanding and they would be very prompt in answering any questions I had. More

by dmanderson101 Verified Customer Verified Customer

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Infiniti of Norwood is the BEST! This is my 14th lease with Infiniti of Norwood and I would not consider purchasing a car anywhere else. I love the Infiniti Brand but I would buy anyt This is my 14th lease with Infiniti of Norwood and I would not consider purchasing a car anywhere else. I love the Infiniti Brand but I would buy anything these guys sell. They aware super responsive to any type of inquiry, friendly and knowledgeable. Most important they are filled with integrity. Ken the GM , my sales guys Mike and Adam made this transaction painless and fun like always. More

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New lease Process was quick, and easy. This is my second lease with Infiniti Norwood and I really appreciated the professionalism, no nonsense and absolute clar Process was quick, and easy. This is my second lease with Infiniti Norwood and I really appreciated the professionalism, no nonsense and absolute clarity from everyone I dealt with. I have enjoyed being a customer for the last 3 years and am glad to be continuing my relationship with this dealership. More

by SUZANLEVIN Verified Customer Verified Customer

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Flat tire and oil change Brandon and service took great care of me when I showed up with a flat. Dropped my car and gave me a loaner and I was out of there in 15minutes. Also Brandon and service took great care of me when I showed up with a flat. Dropped my car and gave me a loaner and I was out of there in 15minutes. Also gave me a sticker, oil change, fixed a recall and gave her a wash along with changing the tire and a rotation. Great service by the guys. More

by MATTBADIALI Verified Customer Verified Customer

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First bad experience with Infiniti Service I had to make an unscheduled stop at Infiniti Service due to a metallic grinding coming from my rear wheels. I pulled right in and was greeted by Bra I had to make an unscheduled stop at Infiniti Service due to a metallic grinding coming from my rear wheels. I pulled right in and was greeted by Brandon. I told him about the grinding and that I assumed the rear brake pads needed to be replaced; also asked for an oil change and new inspection sticker which were coming due in 2 weeks. I then headed off the to waiting area. About 20-30 min later Brandon returned with the update. I did need new rear brake pads, but the grinding was being caused by a failed rear caliper. Because the caliper rubbed metal on metal the rotors would need to be resurfaced. The cost of both repairs was quoted at ~$1200...along with the oil change, inspection and other recommended services the total quote was ~$2000. I almost fell out of the chair, but up till this point the service experience met the high standards I have come to expect from the team. But here's where thinks went wrong... I asked Brandon if the caliper repair would be covered by my extended warranty...he said he would check and returned 10-15 min later saying the caliper was covered, but the rotor resurfacing was not. I asked if the caliper failure was what caused the rotor damage and he confirmed it was, but the warranty didn't cover rotors...this didn't make sense to me. He then told me that I would need to call the warranty dept myself to question why the rotor work would not be covered. He wrote the # down asked me to let him know what they say and walked away. I was shocked. If the repair wasn't such a safety concern I would have walked out at that point. So I pulled out my phone and dialed the number. I put the call on speaker (passive aggressive...yes, but bad service drives frustration). Adam, from sales came over quickly and asked me to take my call off speaker and/or move to an office. I told him I'd would to sit in an office with someone from service that could help answer my question. He then went to get Nigel the service manager and directed me to his office. I explained the situation to Nigel. At first he said the rotor work was not covered, but then said the rotor work on the side with the caliper failure should be covered. He would call the warranty team to verify. I thanked him and went back to the waiting area. I assumed Brandon or Nigel would return with an update, but they didn't. I had to take a work call so I moved to an area of the showroom that seemed to be quite and have cell service (verizon has bad service in the waiting area). After the waiting and my calls, I looked up and realized I had been at the dealer for 6+ hours. I went to find someone from service to get an update...it took me several mins as all their offices were empty. When I found Brandon he told me my car had been "ready" for "a long time". Given my earlier issue I was quite surprised that they just fixed the brakes without checking in first and then didn't even try to find me when the car was ready. I was in the dealer service area / showroom for the entire 6 hours and they have my cell # and e-mail if they couldn't find me. This is not the way you treat a customer, especially one having an issue. Brandon made no apologies, he just handed me the bill and told me my car was out front. Very frustrated, so I just paid and left. In the frustration and rush I also realized I did not remind them to apply the e-mail coupons I had received; why these aren't just applied for regular / returning customers is a mystery. My last 5+ experiences with Infiniti Service have been excellent; including another warranty covered part failure. I hope this was just a bad day for the service team, but I'm now questioning the value of continuing to use Infiniti Service for my car. I'm willing to pay more for the quality and service at the dealer, but if this is the level of service this dealer will provide going forward I'll find another option. More

by KENHURLEY516 Verified Customer Verified Customer

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Great Everyone is friendly and accommodating. They care about my time and always provide service and a loaner car if needed. I never feel pressured when a Everyone is friendly and accommodating. They care about my time and always provide service and a loaner car if needed. I never feel pressured when additional service is recommended. More

by RREDVETTE Verified Customer Verified Customer

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Tgw best sales man on world! I want to thank you #John very much for taking care of me. 😁Wednesday . You have been such a great help with the process of my new Q60 Turbo Coupe In I want to thank you #John very much for taking care of me. 😁Wednesday . You have been such a great help with the process of my new Q60 Turbo Coupe Infinity. You went above and beyond with your wealth of information. And with your golden tongue blessing me with more money than my car was worth . G37 Coupe 08 that I may have a new car !!!thank you sooo much. # Mr. Hicks and I will gladly share your information with others!!!! More

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Absolutely Perfect This is my 2nd QX60 that I have gotten from this dealership. Low pressure, professional and open communication. Seamless transaction process. We ha This is my 2nd QX60 that I have gotten from this dealership. Low pressure, professional and open communication. Seamless transaction process. We have been very happy with the Infiniti brand and would never have a reason to go anywhere else. More

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