Wes Hays | Page 6

Service center unneeded fixes I had my QX60 in for some extended warranty work which turned out great. However during its visit I received a call from Brad that when the service te I had my QX60 in for some extended warranty work which turned out great. However during its visit I received a call from Brad that when the service tech was looking over the car that it needed a serpentine belt replaced as it was showing signs of dry rot and had cracks. I declined the fix as they wanted $200 bucks to change it. The same tech said the wipers needed replacing due to tears for $65 bucks. Being very mechanically talented I refused the changes on the merit of cost alone. A serpentine belt is $40 bucks at the auto parts and wipers are $25 bucks. So I got home and bought a new serpentine belt and changed it myself. Much to my disappointment the belt had zero cracks in it. I then looked at the wipers which also had zero tears. So it leads me to believe the suggestions were merely a way to make money on a customer. The problem with this customer is I’m talented enough to work on these cars myself. I do not have the name of the tech who made these suggestions but Grubbs should watch this more closely as it did put a bad taste in my mouth to not trust Grubbs on items outside the warranty. As for Brad, his customer service “once I got on the schedule” was impeccable as usual. More

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Quick and easy We found a cute little q50 online and called up Grubbs, we were lucky enough to get Adolfo as our sales rep and he was awesome!! We found a cute little q50 online and called up Grubbs, we were lucky enough to get Adolfo as our sales rep and he was awesome!! 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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Price Clark Price is a consummate professional. His customer service outshined sales representatives that I have dealt with at Lexus and Jaguar. Great follow-up Price is a consummate professional. His customer service outshined sales representatives that I have dealt with at Lexus and Jaguar. Great follow-up and made us a very fair deal. Highly recommend Price and the Grubbs team. More

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Price Clark was great to work with. My last sales professional went to another company but Price is even better so we were happy with him. He knew a lot about t was great to work with. My last sales professional went to another company but Price is even better so we were happy with him. He knew a lot about the car and was accomodating about one of our requests ( wanting a tech package without the DVD player/monitor. Anyways, Price Clark is officially our new Infiniti Guy so what more is there to say? Good job! More

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Awesome Handled financing, trade and selection before arrival...whole process from initial call to delivery in less than 16 hours. Mandy, Charles, Michael and Handled financing, trade and selection before arrival...whole process from initial call to delivery in less than 16 hours. Mandy, Charles, Michael and Jacob were awesome. Beautiful dealership, great cars, friendly and helpful people. A1. Thank you. More

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Amazing Dealer with Great Folks Always a great experience with the friendliness, courtesy and sense of urgency. Bought many cars here and they are here to take care of you. Always a great experience with the friendliness, courtesy and sense of urgency. Bought many cars here and they are here to take care of you. More

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