Jesse Turberville

Herrin-Gear INFINITI responded

Nikki, thank you for taking the time to share your concerns. As the General Manager of Herrin-Gear INFINITI, I want to personally apologize for the frustration and disappointment you've experienced with our service department. What concerns me most about your review is that you describe a pattern of declining service quality over multiple visits rather than a single disappointing experience. Your continued trust in our dealership should be rewarded with consistent, dependable service, and I'm sorry we have left you feeling otherwise. Your concerns regarding incomplete multi-point inspections, uncertainty about whether your tires were rotated, and having to repeatedly request a vehicle wash deserve our attention. These are fundamental elements of the service experience we promise our customers, and you should never feel that you must beg for services that are supposed to be included. I'm particularly concerned that your loose windshield wiper was not identified or brought to your attention. A thorough vehicle inspection is intended to help identify maintenance and potential safety concerns, and we understand how an oversight like this can undermine your confidence in the work being performed. I also understand your frustration with increasing service prices when you feel the quality of service has declined. Our responsibility is not simply to perform maintenance, but to deliver the quality, transparency, and value that justify your decision to trust us with your vehicle. Nikki, I appreciate your candid feedback, even though it is difficult to hear. We recognize that improvements are needed in our service department, particularly in inspection consistency, quality control, and accountability for completing the services our customers expect. I would welcome the opportunity to speak with you personally, review your recent service history, and better understand where we have fallen short. More importantly, I would appreciate the opportunity to demonstrate that your concerns are being taken seriously through meaningful improvements rather than simply offering an apology. Thank you for your past loyalty and for bringing these issues to my attention. We value your business, and I hope we can earn back the confidence you once had in Herrin-Gear INFINITI. Home of the INFINITI Q50 Q60 Q70 QX30 QX50 QX55 QX60 QX65 QX80 #HGCares