Andre Butler | Page 8

INFINITI of South Bay responded

Dear JOHNTRINA, Thank you for sharing your experience. We are very pleased to hear that your interaction with Andre was pleasant, and we certainly appreciate your kind words recognizing his knowledge and helpfulness. We strive for every customer interaction to be positive and informative, and we are grateful for your patience and understanding. We also want to acknowledge your concerns regarding the cost and availability of the transmission. We genuinely apologize for the frustration that this situation has caused you. We want to clarify that the pricing and inventory levels for manufacturer parts, like the transmission, are determined by INFINITI Corporate, and as a dealership, INFINITI of South Bay has no control over these factors. We simply communicate the official cost and timeline provided by the manufacturer. While we regret that we could not meet your needs for this specific repair, we thank you again for your business and for being such a valued client. We wish you the best. Sincerely, Carlos Robles Service Manager INFINITI of South Bay

INFINITI of South Bay responded

Thank you so much for your kind words, Jamillah! We’re thrilled to hear that Andre was helpful, informative, and made you feel valued during your visit. Providing a friendly and personalized experience is what we strive for every day, and it means a lot to know we achieved that with you. We look forward to serving you again at INFINITI of South Bay! Carlos Robles Service Manager INFINITI of South Bay

INFINITI of South Bay responded

Thank you for bringing your experience to our attention. We sincerely apologize that your first visit to INFINITI of South Bay did not meet your expectations and that you felt unwelcome by our staff. Providing exceptional customer service is our top priority, and it is very concerning to hear that our team seemed disengaged. That is certainly not the impression we want to leave with any client, especially a first-time visitor. We would appreciate the opportunity to learn more about your visit so we can address this issue directly with our team and ensure it does not happen again. Please consider reaching out to me personally so that I can better understand and address this with our team. We look forward to the chance to earn your business and correct this unfortunate first impression. Carlos Robles Service Manager INFINITI of South Bay

INFINITI of South Bay responded

Erik, thank you for taking the time to share your feedback. We appreciate you choosing INFINITI of South Bay for your service needs, and we're glad to hear that Andre ultimately provided you with great assistance. However, we sincerely apologize for the initial delay you experienced upon arrival. Waiting in the service drive for 15 minutes with an appointment is certainly not the efficient experience we aim to provide, and we understand your frustration at having to come inside to initiate the process. You are absolutely right—if we schedule appointments during a specific time, we must ensure proper staffing and coverage to meet our clients immediately. We are reviewing our scheduling and staff break procedures to ensure that the service drive is never left unattended, regardless of the time of day. Regarding the car wash, we apologize that this step was missed. We understand that these "extra steps" are part of the premium service experience you expect from us, and we are disappointed that we fell short on this visit. We typically include a wash as a courtesy, and while it's possible it was expedited to return your vehicle more quickly, that should have been communicated to you first. We value your business and hope you will give us another opportunity to show you our commitment to excellence on your next visit. Carlos Robles Service Manager INFINITI of South Bay

INFINITI of South Bay responded

Hi John! Thanks so much for leaving this five-star review! We’re glad to hear that our drop-in service was prompt and friendly, and that getting a ride home was quick and easy. Making things convenient for our guests is always our goal. We really appreciate your feedback and can’t wait to see you back for your next visit! Carlos Robles Service Manager INFINITI of South Bay

INFINITI of South Bay responded

Hi Diana! Thank you for this five-star review! We’re glad to hear that Andre was welcoming, polite, and took the time to explain everything clearly. It’s wonderful to know he made your visit easy to understand and comfortable. Thanks again and we look forward to seeing you again for your next service! Carlos Robles Service Manager INFINITI of South Bay

INFINITI of South Bay responded

We really appreciate you taking the time to leave us this review! It’s wonderful to know that our team made the process professional and easy for you. Hearing that the entire experience was great means a lot to us! Our team always goes above and beyond to ensure our customers leave happy! We look forward to welcoming you back next time, thanks for choosing INFINITI of South Bay! Carlos Robles Service Manager INFINITI of South Bay

INFINITI of South Bay responded

Hi Darlisa! Thanks so much for this great review! We like to think our smiles are just as important as our service, so it’s awesome to hear both made an impression. We’ll keep bringing the good vibes and top-notch care, can’t wait to see you back at Infiniti of South Bay soon! Carlos Robles Service Manager INFINITI of South Bay

INFINITI of South Bay responded

Thank you so much for this fantastic review! We’re thrilled to hear that you had an excellent experience and found our team polite and professional. Providing top-notch service is always our goal, and it’s wonderful to know it made a difference for you. We truly appreciate your recommendation and look forward to welcoming you back for your next visit! Carlos Robles Service Manager INFINITI of South Bay

INFINITI of South Bay responded

NoEmail23, Thank you for sharing your feedback. We appreciate you taking the time to let us know about your experience. The luxury experience is designed to be distinctly different from that of mass-market brands. We understand that at many dealerships, clients can feel overwhelmed or pressured by staff. Our approach is to create a more relaxed and respectful environment. We empower our clients to explore our dealership at their own pace without feeling hounded. We prioritize a no-pressure atmosphere, allowing you the space and time to enjoy the showroom and service area, and initiate a conversation when you're ready. We strive to strike a balance between being available and giving our clients the freedom they desire. We apologize if this approach came across as nonchalant. We will use your feedback to ensure our team is more attuned to when a client might want to engage, even if they haven't made the first move. Carlos Robles Service Manager INFINITI of South Bay