Priority INFINITI — Local services in Chesapeake

On 11/22/19 I noticed while driving my QX30 was stalling during acceleration and a service light noting Inoperative see operator's Manual. I decided to take visit Priority infinity dealership to have the car evaluated or serviced if possible. The vehicle was purchased new for my mother in June of 2017. I decided to have my mother proceed with drop off. While she was in the service lane dropping off the vehicle I was informed by my mother their was not a loaner available at the time and she was unaware of what she should do for transportation. I asked if I could speak with the young lady Brittany working the service lane to inquire if my mom would need transportation for the remainder of the day. Well this young lady with an attitude decided to make that statement that she would not speak to me and handed my mother back her cellphone.I am the registered owner of the vehicle and she is refusing to update me or inform me of what the next steps would be as far as dropping off the vehicle and arranging transportation for my mother (the driver). So I left work and headed to the dealership and proceeded to speak with a service manger. Instead i was approached by the service representative Reggie who stated the did not have a loaner vehicle and that a technician will be looking at the vehicle. I asked to speak with the service manager who he stated was not in at the time. So I left the vehicle to return to work and to provide transportation for my mother who also works full time. About two hours later i was contacted by Stephanie the Service manager who was very rude and condescending. I explained to her what my concerns were with the vehicle and she told me she did not see any service codes and their was no issue with the vehicle. She stated the technician cleared the codes and the vehicle was fine. So I stated to Stephanie you would rather have a customer in an unsafe vehicle because your service codes cleared despite my concerns and complaints. So basically what she was saying is that despite my concerns her computer was correct. She is a horrible manager due to the fact that she is only fixing peoples vehicle based off her computer which can make any error or be incorrect. Stephanie stated she does not have a loaner for emergency repairs . I think if I was Caucasian she would handled the situation differently. I think Stephanie has a color issue preferably with African American customers. I also feel that she clearly could careless about my mothers safety nor me as a buying customer. The vehicle was in the shop for two weeks and the service manager not once contacted my back instead she turned me over to someone else name Danny who was wonderful and informed me of every single part that was ordered and placed on the vehicle. I left her a message and she never even bothered to contact me back. She was not willing to fill my vehicle until another customer verbalized the same complaint and she verbalized that to me and my mother. She purposely informed me of incorrect information about initiating a claim with consumer affairs since the car has had multiple repair issues. she informed me that the car would have to be in the shop for 30 days prior to initiating the claim. I recently picked the vehicle up on 12/5/19 and noticed that i did not receive an survey as a normally would, probably because they knew it would be horrible. To sum it up the service manager is a racist with poor customer service and has no clue how to run a service center. The technicians are as clueless as she is. I would never purchase and infinity again and dread having these people touch my car again. The next time she decides to put my mother back in a unsafe vehicle she will be hearing from my attorney steve...

I’m TOTALLY in LOVE with this dealership AND 99% of its staff🥰🥰🥰. This place is ABSOLUTELY AMAZING. I left a message and Opal called me back VERY QUICKLY and gave me her DIRECT number as well as PROFUSELY apologized for no one answering the phone. Upon bringing my QX80 in to be diagnosed WITHOUT an appointment. I was POLITELY greeted by Opal who walked into the service bay to meet AND greet me!I filled out ONE sheet of paperwork and left. Later that night AFTER 6:35 pm I received two calls from Sayeed to let me know what the problem was. Due to the service department closing at 5:00 pm I didn’t expect anyone to call so LATE so I didn’t answer the phone. YES, their service department stays LATE to ensure EXCELLENT AND EXPEDITIOUS customer service. Upon speaking with Sayeed the next morning he let me know what the problem was. He was HONEST and didn’t attempt to sell me any services/ products that I didn’t NEED. I even asked him about software updates THREE TIMES and he told me that it wasn’t necessary right now. I (also incorrectly) suspected the IDPM & shared that with him MORE THAN ONCE & he told me that wasn’t the problem! The IDPM replacement is typically a MINIMUM of $2,000.00!!! He told me how much what I needed done would cost and told me it would be done in 2-3 hours. I was TOTALLY AMAZED. I was anticipating a long wait and an exorbitant fee but it was ONLY $92.00!!! I picked up my car the next morning and was in and out quickly. Dennis did a phenomenal job fixing the problem and my car runs smoothly. The battery voltage meter now shows the correct voltage and isn’t “fluttering” like before! Thank you Dennis. I had a great & seamless experience with this dealership. They diagnosed AND fixed my problem in UNDER 24 hours. I recommend this dealership 1000%!!!! The staff were clean and well groomed. 99% of your staff were ULTRA polite and efficient. The lobby, waiting area & service bay are super clean and bright. The bathroom was also very clean and tidy. Thank you all for making me feel like a VALUED AND RESPECTED customer 🤗🤗🤗. Now for the only negative interaction: I arrived Tuesday late morning 3 Oct. The “greeter” at the desk upon entering the building should NOT be the FIRST person one encounters when entering this place of EXCELLENCE. I don’t know who hired her nor how she is still there. She does NOT reflect NOR appear to EMBRACE the INFINITI CULTURE of etiquette AND excellence. Poor baby, doesn’t appear to understand that her JOB AS A GREETER IS TO GREET THE CUSTOMERS. It is the CUSTOMERS who make it possible for the dealership to pay her! As the “greeter” she is the FACE of the INFINITI BRAND and we have ONLY ONE INFINITI dealership in this area! She ALSO sets the tone for/ of the establishment/ brand. She was on the phone when I arrived but it would have only taken a FEW SECONDS for her to say to me “ I’m on the phone with a customer and I’ll be with you shortly”. No, she CHOSE to IGNORE me. After awkwardly standing there for a while I started to walk back to the service department. That is when she FINALLY chose to acknowledge my presence! Upon leaving she was no longer in the phone and didn’t say “goodbye” to CUSTOMERS. Really??? Someone PLEASE train her PROPERLY in the art of greeting/ exiting etiquette for your company. She is your ONLY AND WEAKEST link who I observed while at your dealership. She is also the ONLY employee who I saw with an AirPod in her ear. EVERYBODY else was TOTALLY FOCUSED and...

Well where should I start. I called in for a estimate 2 days prior on window motor replacement the lady was nice she transfered me to the parts department so that I can ask the parts employee. If they had the part which to this day im still trying to figure out why? I was transferred back over to set up a appointment for 10:30 am for a window motor install, and a recall on a airbag.

So two days later I arrive at the dealership with the impression that because I set up a appointment I should be priority for that time slot, and I should be out no longer than two hours. So intially the service rep was being pretty cool. I let him know I already set up appointment about window motor and airbag recall. I asked him how long it would take he said 2 to 2 1/2 hours I was like ok perfect. I also let him know that I was staying in his lounge until car was completed.

So two hours and some change passed and no one came to give update so I went to the service rep asked him how everything was going. He seemed agitated with me he went to the back told me everything was good and that they were working on airbag. I was like coo. I went back to lounge and continued to watch HGTV in their lounge thats what was playing at the time. So to make a very very long story short. At the 4 hr mark I went back to the rep at this point im like sir how long is it going to take. He gets a attitude with me saying I dont like to tell people ETA because if im wong you keep coming up to me. I was like can you please give me a estimate he was like a hour and a half. What i didnt know at the time, but now I do he was talking about the air bag....they didnt even start on the window yet.

So im outside trying my best to stay coo which I do by the way. I see a random mechanic I asked him is he working on my G35 he says yes.He was very polite we even talked sports, and the area. He said we just finished your airbag I was like ok so I went inside to the rep he doesnt even acknowledge me. He just keeps his head down adding up numbers which I later realize is my work order. At this point I have been there 6 hrs maybe longer. When I was told 2 to 2 1/2, but i keep my cool. He proceeds in telling me the price of the window and how much it would cost. In my head im like I know how much it cost i set up a appointment for that to be done.

They havent even started on window yet at the 6 hr mark. I asked him how long would that take he says 1 to 1 1/2 hours im steaming inside but i dont show it i keep my cool. So doing all this time he never gives me a heads up, he never puts me at ease, or give me update he leaves me hanging. He even hold conversations with other customers, but doesnt check on me. He was the worst service rep I have ever seen in all my years.

The only people that was nice to me were the sales reps, and mechanic I never once told them my situation. Doing the sales rep down time they would come over and we talked sports one of them even told me about a resturant next door. Kudos to the sales team I cant say that about the service team. So I finally get out of there at like 630pm maybe later got home at like 8 because I was coming from Williamsburg and traffic was horrific. Terrible terrible experience service rep was a bad representative of your business and should be fired.If he doest understand customer 1st mentality hes in the wrong...