Joe O'Day | Page 3

We were treated with very friendly, professional and fair service! From the minute we were greeted, the overall buying experience was awesome!! Highly recommend Grubbs Infiniti for your next auto purchase! service! From the minute we were greeted, the overall buying experience was awesome!! Highly recommend Grubbs Infiniti for your next auto purchase! More

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Great Loved my experience with this dealership and the attention I received during my visit. Everyone at this dealership was very helpful during my service Loved my experience with this dealership and the attention I received during my visit. Everyone at this dealership was very helpful during my service visit. More

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Great customer service We had a great buying experience, which doesn’t always happen when car shopping. Our salesman, Sayed, did a great job of showing and explaining the fe We had a great buying experience, which doesn’t always happen when car shopping. Our salesman, Sayed, did a great job of showing and explaining the features of the vehicle we were looking at. Shane was our finance guy and he was great as well. I would definitely buy from here again. More

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Customer Service, Care, and Quality Grubbs INFINITI exceeded our expectations in purchasing a vehicle and the service and care we received was like no other dealership experience we’ve h Grubbs INFINITI exceeded our expectations in purchasing a vehicle and the service and care we received was like no other dealership experience we’ve had. More

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Outstanding! I worked with Sayed and was able to get my dream car. Once I stepped into the dealership, I was warmly welcomed and the process went smoothly - in and I worked with Sayed and was able to get my dream car. Once I stepped into the dealership, I was warmly welcomed and the process went smoothly - in and out in hours. I highly recommend this dealership! More

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Very Friendly Customer Service Our experience with Grubbs Infinit was excellent, thanks to several individuals' guidance and recommendations. LeMonica went above and beyond to offer Our experience with Grubbs Infinit was excellent, thanks to several individuals' guidance and recommendations. LeMonica went above and beyond to offer advance detail on the handling of a 2 car trade-in processing. Sayed was extremely helpful, knowledgeable, professional and thorough during our vehicle selection period. He offered any help with coordinating needed staff resources at the dealership. Was taken by surprise regarding the 'Pre-Owned Certification' fee which was not disclosed until final negotiations with Joe ODay. More

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Great people I had a great car buying experience! Adolfo is the best!I'm so excited and can't thank you enough! You guys are the best! Thank you I had a great car buying experience! Adolfo is the best!I'm so excited and can't thank you enough! You guys are the best! Thank you More

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Awesome Experience This dealership is a 100/100 in my book! Came in to look at a used car for my growing family, and the experience was WONDERFUL! Adolfo and Joe made th This dealership is a 100/100 in my book! Came in to look at a used car for my growing family, and the experience was WONDERFUL! Adolfo and Joe made the process as easy as possible, while still making sure I knew everything I needed to know before pulling the trigger. Wes, the GM, came to check up on how we were doing and it really meant the world considering he runs the entire operation. I will definitely be coming back, along with the rest of my family. More

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Awesome dealership Beautiful dealership and great customer service! Bought 4 vehicles from Grubbs so far and all experiences have been amazing. Service department is qui Beautiful dealership and great customer service! Bought 4 vehicles from Grubbs so far and all experiences have been amazing. Service department is quick and amazing, as well! More

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Management not concerned about isolated customer service iss The following letter was emailed to Grubbs Infiniti CEO George Grubbs III, Comptroller Gary Anstice, General manager Wes Hays, Sales Manager Joe Oday; The following letter was emailed to Grubbs Infiniti CEO George Grubbs III, Comptroller Gary Anstice, General manager Wes Hays, Sales Manager Joe Oday; After researching and securing pre-financing, my husband and I reached out to Grubbs Infiniti in hopes of purchasing a pre-owned QX80. The sales person, Chris Faul confirmed the vehicles availability and sales manager Joe Oday helped finalize the OTD price. Less than an hour later, both Chris and Joe phoned to advise us the vehicle's sale had been rescinded as someone else was interested in this same SUV but was physically there to secure the sale. Wow! What type of organization thrives on these types of business practices? Livid, I phoned the main desk several times requesting to speak to the general manager, Wes Hays (who never returned my calls). After several unsuccessful attempts to reach Wes Hays, I was finally put in contact with the company's comptroller, Gary Anstice. I explained my dilemma and Gary agreed to look into the matter and contact me back. Several hours passed and I had not heard back from Gary, I decided to follow up to see if a resolution had been made. Gary explained that purchase of the QX80 was made prior and had since been finalized. I inquired why he had not called me back to inform me of what had taken place. Gary explained it was simply a bad situation that unfortunately did not have a happy ending. At this point, I was convinced that no one at Grubbs had any intentions on stepping up to the plate to make this right or even assisting us with purchasing a vehicle. This was absolutely the worse buying experience I had ever had. Not once did ANY member of management phone us directly to apologize for the inconvenience. In fact, during my prior conversation with Joe Oday, he basically indicated this was a done deal. It was not until we phoned back into your store and spoke with Corey Isaac that our experience took a 180 degree turn. Corey was professional, trust worthy and most importantly he returned calls as promised. Something no other Grubss Infiniti employee had done. Nowadays, purchasing a car is a hug investment and there are a wide array of auto dealers that are vying for the consumers business by ensuring a remarkable customer experience during the buying and servicing process simply because they understand the importance of how customer service and sales run hand in hand. Although Grubbs is a huge player in the auto industry, embracing the importance of providing a remarkable customer experience is vital to success. Not only because the voice of the customer can be heard across a wide range of platforms but because it's simply the right thing to do. I'm thankful that Corey took the baton and turned a completely unfulfilling experience into a pleasant and satisfying one. We are pleased with our vehicle purchase and feel secure that Corey will assist us in handling the post purchase concerns regarding minor, unforeseen damages to the truck. In closing, I would like for all you to understand, it's not just about the product you provide but about the relationships you build with customers. To date, I have not heard hare to tail from George Grubbs III or any Grubbs Infiniti member of management. I figure, a single car purchase isn't worth the trouble of ensuring good customer service. More

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