Posts made in October, 2012

Customer has a less than perfect service experience

Posted on Oct 23, 2012 in Service, Yelp

Customer has a less than perfect service experience
Rating:

I’ve only had one experience with Infiniti of Mission Viejo and all I can say is, I’ll never go there again.  My 2002 Infiniti would not start. I had the vehicle towed to this dealership. (They saw me coming.) $145 to diagnose the problem…  but the service manager said that would be credited back if I decided to have the repairs done there (the hook).  I was told it was a transmitter at the ignition and the charge would be $600.  I needed my car so I said ok.  Later I checked with other dealers.  The repair takes an estimated 1.5 hours and the part is $120.  I told this dealership that the reasonable charge should be around $350.  Not only would they not budge, they also refused to credit the diagnostic charge.

Do not trust them!!

Update: Dishonest service department.  Had my Infiniti QX4 towed in because it wouldn’t start. They wanted $175 to diagnose the problem.  That seemed a little high but they said they would credit the $175 toward repair if they did the work.  I said OK.  They had me over a barrel.  Bottom line:  They charged me $614 to replace an $80 part that should have taken half an hour to replace (according to another dealer’s service department.)  When I asked about crediting back the $175, the service manager said he had already done that.  Can you believe it?  Almost $800 for a repair that should have cost no more than $200.
Run, don’t walk away from these crooks.

Response: Thank you for taking the time to write your review – we take our online reputation very seriously as it’s a reflection of our performance. We have had some discussion about your situation but don’t have a good way to contact you to make amends; please call our Service Manager – Don Weiss – on his direct line: 949 916 4211.

20121023 - Yelp - J H20140108 - Yelp - J H

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Kristian, Joe and Michael have been reviewed by John C.!

Posted on Oct 10, 2012 in Finance, Sales, Yelp

Kristian, Joe and Michael have been reviewed by John C.!
Rating:

My wife and I have been looking for a safe car that was made in Japan; Lexus, Infinity, Toyota (Prius), and Acura were four cars that would have satisfied this requirement.

We chose Infinity because all-round it has everything we wanted: safety, reliability, and drives solid, more so than then Lexus IS or the Acura TL, and definitely more so than the Prius (albeit the Prius would have saved us money on gas).

We had to work with-in a strict budget because we’re refinancing our home, so we couldn’t exceed a certain income-to-debt-ratio. The following Infinity dealers were not able to match our budget:

Kearny Mesa, Escondido, San Diego, and Carlsbad

The dealer that came through (and really came through) and met out budget: Mission Viejo.

These guys rocked! Kristian Vanbibber (our salesman) was excellent; he treated us very kind, didn’t care if we decided to buy elsewhere he only wanted what was best for us. If you buy a car at this dealership be sure and ask for Kristian Vanbibber.

The finance guy, Joe Said, was very professional, not wanting to stick it to you with the options, and was very generous when we negotiated certain options – definitely all around great guy.

Michael Somsen, the general manager, awesome guy too! Took the time to talk to us, came out and took photos with us, shared some of his experience stories, and all-around made us feel like family….

Too bad Yelp only goes to 5 stars, I would have given this dealership, and the excellent people who work for this dealership 10 stars….

Kristian, Joe, Michael – thank you from my wife and I for making our experience a totally awesome experience; we’ll be sure and tell our friends about you guys!

Folks, buy an Infinity G37 (best car on the market) and buy it from Mission Viejo Infinity

 

John C

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Excellent sales experience, poor finance experience

Posted on Oct 10, 2012 in Finance, Sales, Yelp

Excellent sales experience, poor finance experience
Rating:

We never received a second key for our brand new G37. My wife called the dealership and the sales guy accused my wife of trying to “get another key ’cause she lost the first one” – this is bull crap. We never received a second key, and to this day they refuse to give us one.

We were duped into thinking that the Zylon protective package for our car would cover “any kind of scratch and dent”, so we purchased it. It turns out that if you get any kind of scratch or dent where paint is removed Zylon does not cover this. The finance guy lied to us into thinking that the Zylon package covers “any” kind of scratch or dent, regardless if paint is removed or not. Matter of fact, he showed a Zylon picture card showing examples of covered dents, and some of the examples show dents where paint was removed. Complete bait and switch… We tried to get a refund for this Zylon package and the manager never called us back…

What’s said is we initially gave this dealership 5 stars and raved about them, but this was because they provided excellent “sales” service.  When it came to customer service “after” you bought the car, they totally flopped; hence, we changed the raiting to a 1 and provided our updated review above.

Shame on Mission Viejo Infinity for completely dropping the ball on this one… we should have done our homework and find out how they really are after the sale… no more buying cars from these guys…

UPDATE: Sales Manager never got back to us regarding getting refunded for Zylon – the sales manager is the owner’s son too…. we’ll never buy a car there ever again.

20121010 - Yelp - John C

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