9 Customer Reviews
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Review from Milton S
1 star05/21/2024
Work that was unauthorized was performed and I was charged inappropriately as a result. The dealer claims I was contacted before work was performed but that is blatantly untrue as I have the time stamped charges showing they were sent at 1:02 PM after bringing the car in at 8:30 AM and then I was called (also time stamped photo) at 1:21 PM to tell me to pick up the car as all service was completed. I specifically asked for a tire rotation and an oil and oil filter change. I asked the dealer to check my HVAC as it was recently (within the last 6 months) replaced and was blowing hot. The attendant asked if I wanted the windshield wipers replaced and I stated I wanted them checked to ascertain if they were smearing or wiping clean and to contact me if the wipers were smearing and I would decide at that point what to do. I was not contacted but the wipers were replaced at a cost of $69.95 which I would not have agreed to as I already had a replacement set at home that I would replace. The HVAC I was told when I picked up the car was low on FreeOn although there was no leak but I was charged $95 to add Free On which I would have added at a nearby auto service store I utilize for $49. I did not authorize the Fee On by the dealer simply to ascertain why the new HVAC they replaced previously was bowing hot air. The dealer also went ahead and replaced a MicroFilter which was never discussed with me for an additional $87.50. Of course labor was extra. The dealer failed to indicate they charged 3% extra for use of a credit card so I paid by check. All told my bill was for $768.67 when it should have been at least $252.45 plus the associated labor less. When I complained to Alex Prats the GM on site, he told me I was lucky my bill wasn't higher. I then indicated I would not be buying my 4th Infiniti from their dealership as I had been a loyal Infiniti customer for over 15 years. Upon stating that, Mr Prats said "then I have no reason to help you." Awful customer serviceReview from Milton S
1 star05/16/2024
My experience at Infiniti of Beachwood was the worst customer service that I ever had to deal with. When I pointed out to Alex ***** who I was told was the GM but it seems has another role, that I was not contacted about the costs for repairs and maintenance in order to first approve them, his response demonstrated a total lack of customer service. I was contacted about my repair costs via email at 1:02 pm. However at 1:06 pm I received a call that all repairs were already completed and I could pick up my vehicle. There were 2 items that I specifically asked the Service Advisor to check out and notify me about BEFORE doing anything but the dealership went ahead without contacting me. Alex ***** who the service desk told me was the GM indicated they acted appropriately and I was lucky the costs were not higher. When I was ready to pay, I was told that there would be a 3% surcharge for using my credit card which was the first I learned of this additional charge an had to drive home to get my checkbook. This surcharge should have been disclosed when I first made the service appointment not when I was paying. I went to see Mr ***** because of all of these concerns and informed him that between my own and other family vehicle purchases, we had bought 6 Infiniti vehicles. Based on a prior poor experience at this dealership, I indicated I wouldn’t be buying another Infiniti from his dealership. His response - “then I have no incentive to try and help you. He handed me his card and escorted me out of his office rather than see what he could potentially do to address how I had been treated as a customer. He basically decided that helping me wasn’t worth his effort, an appalling approach from a customer service and retention standpoint. I contacted Infiniti national Customer Support and was told Andrea would contact me. No one called me until I called again repeatedly and was told they could do nothing - only the Infiniti of Beachwood dealership which will do nothing.
INFINITI of Beachwood Response
05/17/2024
The vehicle was brought in for repairs and a list of customers requested repairs were listed at the time of the write up. Customer was notified that the repairs he requested were done. The items completed were authorized at the write up. NO ADDITIONAL WORK WAS DONE OTHER THAN REQUESTED ITEMS! As far as the 3 percent goes the consumer fails to mention that the repair order was discounted more than the 3 percent to accommodate the charge. The customer went and got his checkbook and paid but still got the 25.00 off. There is signage on every service writers' desk as well as on the door of every entrance to service department disclosing the 3 percent charge. I personally tried to call the numbers on your repair order, and one is a non-working number and the other one no one ever answers.Review from Wayne Z
1 star04/26/2024
They pulled the same thing with interest rate,they charged me for that special Coating which I no choice but the biggest thing is it had a whining noise when I test drove it,I thought because it has the big 6.2 motor it was normal.. NO inow have an appointment with gmc to have the tranny pulled,I bouthis truck 2 weeks ago and the front brakes r pulsating so they turned them,still doing it and last thing,they advertised the vehicle with a nice hard tanoe cover..advertised with picture,when I emailed the owner he basically said oh well,that's how it goes,I would not recommend anyone buy from them,they r big tricksters to get u to buy but when u need help,go * ******INFINITI of Beachwood Response
05/17/2024
This review is very untruthful. special coating is advertised with that coating 100 percent completely disclosed. Transmission work is covered under factory warranty. The brakes had a slight pulsation, and we took care of that repair at no charge. The tonneau cover on the vehicle was replaced with a new one and the customer was thoroughly explained this while purchasing the vehicle. No business owner would tell customer to go******* complete fabrication....Review from Esther S
1 star01/07/2023
If there could be anything below a one star that is what I would give them. Other bad reviews are 100 percent correct. They only call you until they get your money. They raised the price of the car the car after I got financing. I got financing through a bank and they got financing through the same bank and were going to charge me more percent, Then they trick you into buying this special coating that is supposed to be on the car, by saying they put in on all car, then make you pay for it. The owner was supposed to call me back on or about December 8th I am still waiting ****** *Review from T. M.
1 star05/29/2022
Unprofessional and rude to customer. Don’t ever return your phone calls. After buying car there was was a piece missing from windshield wiper blade and it was two weeks after buying car so called they had me send photo of it not reply for week. So I went in to dealership told me I had to pay $50. I was complaining so Dan the Sale manager told me he don’t care if I ever buy a car there again. After I spent $30k for this car. Go to somewhere who appreciate your business!INFINITI of Beachwood Response
05/31/2022
The vehicle was delivered with all equipment being present and operating as normal. A piece of the windshield wiper was lost weeks after the customer took delivery, and they insisted that we replace it at no cost to her. We ultimately offered to replace the wiper at no cost to her. Dan, nor any member of the team ever suggested, or said that that we "didn't care if they ever purchased a vehicle again".Customer Response
06/02/2022
I bought the car in April and now it is June no one called me and told me that you will replace it at no cost to me. Dan did say that “he don’t care if I ever buy a car there again”.I asked him his name then he told me his name was Dan as I was walking away and he yelled that he will give me his card so I don’t have to remember it. The experience at this dealership was horrible.Review from Dan D.
5 stars03/22/2022
I purchased a 2018 Expedition. Justine was my salesman and she took great care of me and answered all of my questions. I plan to do all future business with them.INFINITI of Beachwood Response
05/30/2024
Thank you, **** for your fantastic review! We're thrilled to hear that Justine provided excellent service and answered all your questions. We look forward to serving you in the future at INFINITI of Beachwood!Review from Colton H
5 stars03/22/2022
great staff, and obliging facility- I enjoy doing business hereINFINITI of Beachwood Response
05/30/2024
Thank you, ******! We're thrilled to hear you enjoy our staff and facility. We look forward to serving you again!Review from Sara P
1 star03/21/2022
Infinity of Beachwood provided horrible service. The glass mirror on my driver side was broken and the back cover to the mirror on my passenger side had been stolen off my car. I ordered the mirror and the cover in October of 2021. It is now March of 2022 and just picked up both parts from them. Once the order was placed they never called to let me know that the parts arrived. I decided to call. They ordered the mirror and forgot to order the cover. They place that order and state they will call when it is in. They never call. I call them, it’s not there and no order was placed. They place the order “again”. They state they will call but never do (pattern). I eventually call them. It’s finally in but now it has to be painted. They state they will call once the paint is complete so I can bring my car in to have them put on. They never call (pattern). I call them now in March of 2022. Parts are in and painted but they can’t tell me how much it is for the parts so can come pick them up (because I no longer want them working on my car). I get there and they don’t know what they quoted me in October or how much the parts cost in October! So they decide to charge me an astronomical price for the mirror! I am so disappointed with Infinity’s ability to follow through with service. This makes me never want to deal with or purchase another infinity again!Review from John W
1 star12/08/2021
Unprofessional and knows their is no repercussion for any actions. I heard not so good things about them but thought I’d give them a chance my self. That was a mistake. I sold this dealership my vehicle and was told everything will be handled in a timely fashion concerning the purchase with sending the bank my payoff and check sent to me. Oh that was lie, they’ve literally had my car joyriding and advertised for sale for 2 weeks without cutting the check to actually buy the car. I was told it would be sent out that same day of purchase or Monday, they rushed me to bring the car up the day after thanksgiving even after I insisted we could wait til Monday because of the holiday and people typically don’t work the day after BUT again they promised everything would go swiftly. I’ve called/texted every other day in between time and got no feedback or answers to the questions I was asked about the purchase. This whole situation is unacceptable and unprofessional, and the fact that people can get away with things like this is ridiculous. Here I am, without my vehicle trying to purchase another but can’t because these people won’t do what they said they would. And all I get is, yeah we’re sorry for the delay but everything should be ok now. Seriously. Even called corporate and they’re like “oh it’s nothing we can really do, they are independently owned”. Wow. I can only pray that karma does what it does and say a prayer! Happy holidays! Be aware!
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