Customer ReviewsforSewell INFINITI of Dallas

My name is ******* *****, and I am a part of the Sewell family. I am highly dissatisfied with “service” I received on 3/11/2023. I have raved about being a part of the Sewell family, yet after my encounter with the Sewell Cadillac of Grapevine location, I don’t feel the same way. I brought my Mother in to buy a new 2023 Cadillac. I wanted her to experience the outstanding customer service that I have had the pleasure of experiencing. Yet I did not know how badly this location would disappoint. I walked into the dealership with my mother, and no one greeted us. After about 15 minutes of us being there, my husband, an active duty U.S. Army soldier, came into the dealership in uniform from a military event in Little Rock, Arkansas. He’d been up since 5 a.m. that morning, attended an event until 1 p.m., and then drove straight to Grapevine. Upon his arrival, no one greeted him either. He found us and we continued to explore the cars. We looked around the showroom for almost 30 minutes. Still no help. Everyone walked past us and ignored us. I was astonished this was real life in a Sewell dealership. We decided to leave since our business is not valued. On the way out, a young lady named Hannah asks whether we’ve been helped. I said we have not because no one wants a sale. She was friendly, she gave us water and spoke with us quickly, which is more than anyone else working that day did. From there, I tell my husband to get in the car with us, and we grab some food. I saw that no gate would prevent us from being able to come back and get his vehicle. When we returned to the dealership, my husband’s vehicle was gone. Someone moved his truck 100 ft from his parking spot to another area at the Sewell BMW. The staff needs to read Customers for Life: How to Turn that One-Time Buyer Into a Lifetime Customer because Carl Sewell does not have the right team at this location. Ultimately, I took my Mom to a non-Sewell dealership where she bought a new 2023 vehicle.

My friend highly recommend Sewell Infiniti, so I took my Nissan in for service before I purchased my car to see if I liked the service they provide, and I did. So I paid off my Nissan and purchased my QX50 from Sewell. My husband paid off his Ford truck and listened to my rave reviews of Sewell when in the market for a new truck. Issue #1 My husband and I left messages for my Sewell salesperson, Kelsey, with no return call. Due to lack of response, my husband purchased a new truck from another dealership, and Sewell missed out on that sale. I travel for work and I live an hour and a half from Sewell. So when I need service, I usually drop my car off, get a loaner, and let them know where I am going and the date I will return. I have previously gone to Austin and Houston, and informed the technician of where I was going and when I would be back. One time was for a routine oil change and the other for a battery. So these are requests that don't take days to complete, mind you. It had never been a problem before. As usual, I called, made a service appointment and drove to Sewell on my way to the trade show I was attending in Galveston. The technician informed me that the service would be $500, and I told him I would be back 4 days later. He tells me that he cannot let me have a loaner for that many days. I inform him that I do this often, and it's never been a problem. He pulls up my account, and it shows that I had a loaner car for 6 days for a battery and 4 days for a routine oil change. He gets the manager, and he tells me that I cannot have the car for four days and I cannot take it out of the metroplex. I inform him that I have done this before and it was not a problem. He then asks me, "Did you even purchase your car here?" All he had to do was look at my account! Issue #3 My daughter went to use the restroom. The desk attendant asked my daughter if she needed anything and she said no. The attendant walked away from her desk and followed her!!!!