Poor service - $850.00 to replace tube fitting(should
have been a recall based on internet grievances) ...3 years later same result...sun roof leaked...and additional $150.0 blow air thru tubes....I ques
have been a recall based on internet grievances) ...3 years later same result...sun roof leaked...and additional $150.0 blow air thru tubes....I question that was not the first service work actually done as we always thought it still leaked....just to much of a pain to bring it back in after last time
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by kentpoteete
Nov 10, 2020 -
INFINITI of Gwinnett responded
Mr. Poteete,
Your previous repair was not leaking. There was a new leak reported in October. Sun roof drains get clogged even with vehicles that are not driven a lot or stored in a garage. When driving there is debris in the air, or from other vehicles on the road and over time dirt will collect in your sun roof drain tubes. You paid $150 for the technicians time to find the leak, unclog your drains and confirm the repair by performing a water leak test. Your carpet was wet and needed to be pulled, disinfected, cleaned and dried, along with the water sitting underneath the carpet. That is what the $850 quote was for. That was for the labor to pull the seats, remove the entire carpet, disinfect it, clean it and then dry it and reinstall all components. You declined that repair so your carpet was still wet even though we did unclog your drains.
Nov 10, 2020 -
kentpoteete responded
Yes the previous repair was for leaking in the passenger side and you indicated that it was the lines had broken away from the firewall mounts and mounts had to be replaced
After I brought the car in for service in October, the service performed was to verify the origin of the leak. (I) had indicated that the front floor and the back floor were wet (as they were from 2017 work). Service determined that the lines were clogged, in the service work it was NOT defined which lines were clogged. Once work was done, I brought vehicle home I realized there was water in the rear passenger side and the front as well. I was not offered the $850 after this service UNTIL I complained that they could have at least topically vacuumed the water as courtesy. I put it on a slant, vacuumed the remaining water and put a fan on the area. This was a simple process. Unfortunately, I cannot attest to the service work they did or did not do as it again leaked 2 days after the service. Once I notified that it was still leaking they indicated they will need to charge an additional $150.00 to "re-evaluate" the "NEW" leak. Obviously they either didn't remediate the leak or created the issue when blowing out the tubes(the tubes can disassociate from the connector under extreme pressure) Either way I found this to be prosperous being that after the new rain 2 days after the pickup of vehicle, it had the same leaked situation, same side. In all accounts I called around to check the labor costs and found others who would "clean up" the aftermath for less (with removing 2 seats and lifting the carpet to vacuum and dry area as the driver side had no issue) but would not address the leak as it is best left to the manufacturer whom has specialized skills to find the issue. Obviously I thought I took it to the manufacturer service center and the skills were apparently not applied to this car as it still has the leak. In the mean time I have put a tarp over the car to resolve the leak but find that the service needed was not handled effectively and that there should have been some form of warranty to the work performed. At this point I am at a stand still as I don't feel I should have to pay an "additional fee" to service work that was just not completed properly. One would expect for the value (cost) of the vehicles it would be addressed in a higher level of decorum than what I have received. I am now forced to search out another qualified regional service center to again pay my $150.00 to start the entire process over again....not the customer service experience I was expecting.
Nov 10, 2020 -
INFINITI of Gwinnett responded
Mr. Poteete, Your repair in 2017 was not the cause of your new leak. The repair from 2017 was to replace the grommet and sealant. It is still in place and working properly. It was noted by the tech on the repair order from your visit in October. The leak in October of 2020 was from the sun roof drains being clogged. We can provide you with copies of your repair orders so you can see exactly what was done at each visit. Please let us know if you would like for us to send those to you. The reason we recommend to remove the seats in order to pull the whole carpet, disinfect, clean and dry is so you do not end up with mold and then the entire carpet would need to be replaced. There is standing water under the carpet when there is a leak because there is an area under the floorboard where there is a well and water will accumulate so once you drive, it will slosh and re-wet the carpet. We charged you fairly to diagnose, unclog the drains and perform a water leak test to ensure the drains were no longer leaking. Had we removed the water and pulled the carpet, ect there would have been an additional charge. We feel we were transparent with our pricing and you agreed to the $150.
Nov 10, 2020 -
kentpoteete responded
Mr Brannon,
Yes please do send the previous repair documents (you have my email on file) as they will be useful moving forward. I understand that removal of seats and possible dash if required would be time consuming. As far as the present charge, I am not disputing the charge was reasonable. I don't believe I was offered the water removal at the time of service as I don't believe the parties involved realized the extent of the standing water or negated to inspect before release, only after I raised the issue was it offered. I am disputing that the service was not comprehensive and if one was to determine if the car still had a leak they would have to remove the water to determine if it returned in the compartment during the " water leak test" in turn the car is still leaking if un- covered and if water was not removed how would someone sign off on the work to verify the leak was in fact remediated? I am unclear of said techniques but would assume that unless the water is squirting out during the " water leak test" it would pool slowly and would be difficult to determine which tube was clogged unless it pooled into and area.....never the less charging an additional service charge when the service was sub-par just adds insult to the injury. I would love to not have to search out another service center to perform the service required but I'm not feeling the "customer is always right satisfaction in this situation...
Nov 11, 2020 -
INFINITI of Gwinnett responded
Your service records will be emailed to you shortly. Just to clarify, a water leak test allows the tech to see the flow of water through the drains. If operating properly, the drain will empty out of the bottom of the car, not into the car. That is how he was able to know that they were functioning as designed.
Nov 11, 2020 -
kentpoteete responded
I appreciate the records sent....I brought it in for evaluation of a cabin leak, It was determined that the cause was the drain tubes being clogged. The remediation to the drain tubes may have been an issue but what remains is the initial issue of the water in the car after it rains. I took vehicle home, I vacuumed the water out, we then had a storm 2 days later and it then showed water in the cabin....so in my book the issue is not resolved and to charge another fee if problem is not resolved is the issue....So from what I understand is if it remains to leak in the cabin now, we have isolated that the tubes cannot be the source of the issue as was deduced by your service tech...what are next steps, with or with out a service fee....?
Just to check we just had a storm here in Lilburn/Duluth...verified no water or stains in car cabin area last night, all doors shut, all windows shut, flat surface...I have a wet spot in the forward compartment of the passenger area near the FW and the inner wall of the cabin. I will upload them to you directly....
I own two infinitis and I have been taking them here for
service since 2016. If there is a problem They will fix it. I'm mostly always satisfied with my vehicles care and if I'm unable to fix everything at
service since 2016. If there is a problem They will fix it. I'm mostly always satisfied with my vehicles care and if I'm unable to fix everything at once they prioritize for me which is better until I can prepare for the rest. Nothing but a positive experience I've had. I drive over an hour to get there when there is one closer to me. I'm treated with dignity and respect.
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by Yolanda J
Aug 25, 2020 -
INFINITI of Gwinnett responded
Thank you so much! All of us at INFINITI of Gwinnett are pleased that you had a great and worry free service visit. Be sure to let us know if there is anything else we can do to make your experience a stellar one.
service satisfaction
infiniti of gwinnett is a great place to do business. they are friendly and they do their best to make you welcome when you get there.
i am happy wit
infiniti of gwinnett is a great place to do business. they are friendly and they do their best to make you welcome when you get there.
i am happy with the service i get.
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by MEL
Aug 25, 2020 -
INFINITI of Gwinnett responded
Thank you so much! All of us at INFINITI of Gwinnett are pleased that you had a great and worry free service visit. Be sure to let us know if there is anything else we can do to make your experience a stellar one.
Awesome sales team, but needs work in service department
I have purchased my last 2 QX SUV's from Infiniti of Gwinnett and both times was a very good experience. Clara Salette was exemplary in the way she ha
I have purchased my last 2 QX SUV's from Infiniti of Gwinnett and both times was a very good experience. Clara Salette was exemplary in the way she handled the business and got me in my latest vehicle. The reason I was purchasing a new QX was because the service department botched the repair of my last QX rendering it inoperable (I brought it into the dealership for a pretty minor repair that turned into a 5-figure repair bill)... I'll probably buy my next vehicle here and I'll probably look for another location to provide the service.
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by PAJOYNER
Aug 25, 2020 -
INFINITI of Gwinnett responded
Thank you so much for the review! We are happy to hear that you have such a great experience with Clara at our dealership. We're honored to have your recommendation as well.
--The INFINITI of Gwinnett Team
awesome service dept - Harvey took care of car needs as
well kept me in contact. Greg B - manager interacts with customers and also feel the service is department is 10 out 10 in resolving and assisting cu
well kept me in contact. Greg B - manager interacts with customers and also feel the service is department is 10 out 10 in resolving and assisting customers with there vehicle.
great job - keep it up
xx patel
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by ck28774
Jul 08, 2020 -
INFINITI of Gwinnett responded
Patel,
Thank you so much for letting us know about your experience at our dealership. We are grateful for your kind words and recommendation. We look forward to working with you again in the future.
--The INFINITI of Gwinnett Team
I have purchased 8 Infiniti’s from Infinit of Gwinnett .
Each purchase experience has been extremely professional and complete with the utmost knowledge of the product. I would highly recommend the staff at
Each purchase experience has been extremely professional and complete with the utmost knowledge of the product. I would highly recommend the staff at Infiniti of Gwinnett .
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by bogart50
Verified Customer
Verified Customer
Jul 08, 2020 -
INFINITI of Gwinnett responded
Thank you for taking the time to give us your feedback. We are thrilled to hear about vehicle purchasing experience at INFINITI of Gwinnett. We hope to see you again for all of your INFINITI needs.
--The INFINITI of Gwinnett Team
Easier than breathing
Hello, My name is Mr. Lynn Washington and I'm a Retired Army Veteran. This is my 3rd Infiniti and definitely won't be my last. I have purchased 2 QX 8
Hello, My name is Mr. Lynn Washington and I'm a Retired Army Veteran. This is my 3rd Infiniti and definitely won't be my last. I have purchased 2 QX 80's from this dealership in the last 4.5 years. Jana, the sales Manager is one of the most efficient, Kind, Loving, Professional, & Customer based person I have ever encountered. She doesn't seem you Vehicles, she builds relationships and a family like environment. She has the Customers every need and desire at hand. You can feel the genuine and sincere concern she has through her actions. There's nothing she doesn't do to make the Customer feel beyond satisfied with your experience with your experience with the Infiniti Brand. I had the pleasure of Meeting and making my purchase through Mr. Ben Waldon, (A TRUE CLASS ACT) Ben was attentive to every concern that I had, which were few! He didn't make promises, he gave action! My purchase was as easy as taking a breath. It went unnoticed and natural. The two of them showed concern to my needs and Jana knew me like a book from past experiences. She knew the type, style, color, and amenities that I'd want and made every effort to locate the exact vehicle . I can't find enough Verbs to explain the dedication this Company has towards its Customers. I will continue to be a Champion of the Infiniti Brand.
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by LDUBYA2U
Jan 06, 2020 -
INFINITI of Gwinnett responded
On behalf of all of us at INFINITI of Gwinnett, thank you for a beautiful review! We are thrilled that you enjoyed your experience at our dealership. We count ourselves lucky for customers like you. We look forward to working with you again in the future! Thank you from the INFINITI of Gwinnett Team!
Service Department
I would never take my car to this place ever again! I left my car there for repair waited a month & a half to get it back. I tried to call mangers in
I would never take my car to this place ever again! I left my car there for repair waited a month & a half to get it back. I tried to call mangers in service. They acted like they didn’t know me & management up front never got back to me. Made me feel like I was not important & this is not the way a dealership is supposed to do I’ve worked for some in my past. Usually it’s take care of the customer not push them away. Very unprofessional.
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by Dgill78
Superb Customer Service from Mark
I have been visiting Infiniti of Gwinnett for about 3 years for service whereby Harvey Hollander usually takes really good care of my car and service
I have been visiting Infiniti of Gwinnett for about 3 years for service whereby Harvey Hollander usually takes really good care of my car and service needs. When I asked about installing the entertainment system in my vehicle, I was referred to Sales by Greg Brannan and had not really found anyone that I could latch on to in Sales. After calling the dealership several times about this request, I was introduced to Mark Preston who handled my service request with kid gloves. This was greatly appreciated since I had been passed around several times with no one knowing how to help me. He ensured that my request was fulfilled from end to end and I truly thank him for that. Mark is truly an asset to Infiniti of Gwinnett!
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by Belle927
Jun 20, 2019 -
INFINITI of Gwinnett responded
Thank you so much! All of us at INFINITI of Gwinnett are pleased that you had a great and worry free service visit. Be sure to let us know if there is anything else we can do to make your experience a stellar one.
Used car repair work
I’m pleased that this dealership corrected the few issues that I discovered about my used car purchase. Although it took 5 days to get my car back, I
I’m pleased that this dealership corrected the few issues that I discovered about my used car purchase. Although it took 5 days to get my car back, I had a great loaner car.
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by GHATOS
Verified Customer
Verified Customer
Mar 21, 2019 -
INFINITI of Gwinnett responded
Thank you so much for taking the time to give us your feedback. We are thrilled to hear about your experience at INFINITI of Gwinnett. We hope to see you again for all of your INFINITI needs.