Posts made in October, 2007

Twee and Infiniti MV have been reviewed by a happy customer!

Posted on Oct 13, 2007 in Edmunds, Sales

Twee and Infiniti MV have been reviewed by a happy customer!
Rating:

Recommend this dealer? Yes

Purchased a vehicle from this dealer? Yes

Had a great experience at this dealership. After wasting a week at Costa Mesa Infiniti that couldn’t find the car I wanted (black on black 2008 Infiniti G35 with no options), I email the internet department in Mission Viejo and they had the car at the dealership within a day. I dealt mostly with Twee Hayes in internet department who was awesome. Mike was also extremely professional and helpful. Most of the transaction was over email between me and Twee who was very quick to respond and stayed late to wait for me to get to the dealership. She sent me a couple of emails after work to make sure my buying process was coming along well and that I was happy with everything. <3 There really isn’t much more that I could ask for from these guys. I got the car I wanted quickly, at a great price and with exceptional help from Twee, Mike and all the other people who work there. Thanks a lot guys. SN

bliue
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Customer writes a service review about Gonzo, Tony and Jerry!

Posted on Oct 12, 2007 in DealerRater, Service

Customer writes a service review about Gonzo, Tony and Jerry!
Rating:

Reason for Visit: Service

I recommend this dealer: No

Employee(s) Dealt With: Gonzo, Tony, Jerry

My Review of Infiniti of Mission Viejo:
It seems like almost every time I take my Infiniti in to have either routine service done or something repaired under warranty, something else goes wrong. One time I took it in to have a wheel alignment and tire balance and a creaking sound coming from the drivers seat. The alignment and balance was done but they damaged one of my rims in the process. The drivers seat was repaired but plastic clips that cover screws were not replaced. Called the dealership three times before I was contacted (the third time I threatened to call corporate which is probably why I got the phone call back). To their credit, they repaired my rim and replaced the plastic pieces without hesitation. Took the car in for another routine service plus mentioned that I was having creaking noises coming from the drivers seat again and that my steering wheel was making squealing sounds when going up and down. I had a different service adviser for this visit. He went on to tell me that squeaks and rattles are not covered under the Infiniti warranty and that the work they do is just a courtesy and that I would have to pay to repair any rattles if it required extensive labor. He said I could find that information in my warranty manual. I read my entire manual, including the section that describes what is NOT covered and no where did it say anything like that. So basically, I was lied to. When I got the car back I was told that the technician could not replicate the problem but they still lubricated all moving parts of the steering wheel and drivers seat. That was also another lie because all the technician had to do was move the steering wheel up and down to replicate the noise and sit in the drivers seat and move around to replicate that noise. Needless to say, I got the car back and both problems were still there. So I took two hours of my own time and repaired the problems my self. Ironically, no where on the moving parts of the drivers seat or steering wheel did I see any signs of new lubrication. Another time I brought my car in because my cd player went out. It was replaced under warranty. When I picked the car up, the service adviser told me that the cd player works properly now and the car is good to go. Brought the car home, put some CDs in only to have the CD eat up my cd’s. So not only was this proof that the cd player was NOT throughly checked but a new problem was created while they fixed the original problem. Brought the car back in two days later and they fixed it in 5 minutes. In addition to all of this, half of the time when I get my car back from service, I find these white powder’ish shoe prints on my black mats that are a pain in the ass to wipe off. I do occasionally have positive experiences at Mission Viejo. However, that good service is not consecutive.

For the most part, the employees at Mission Viejo are nice. However, their technicians leave little to be desired. They need to spend an extra minute on each job to make sure that what they fixed is actually fixed and EVERYTHING is working properly. Attention to detail is a must for a luxury car dealership. If they can’t properly repair a squeaky steering wheel, why would I trust them to handle something important like my engine, transmission or brakes?

EuroDreamer

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