1510 Easton Road
Willow Grove, PA 19090-1284
(215) 240-8696
www.infinitiwg.com
Normally, I don't like to put dealerships or people on blast, and i let most of the small things slide but when I am offended and disappointed with service past that point I will let it be know. I'll update this thread as things progress and try to be as brief as possible.
This review is directed at the Service Center at Infiniti Willow Grove, and not the Sales Department, who were very helpful.
Early morning on 6/27/11, i heard a "thunk" like a screw dropping on the way to work. The sound came from the sunroof area so of course i push the switches to see if the sunroof works. Upon opening, the sunroof was making a horrifying grinding noise. I then proceeded to close it, grinding noise still there, but was able to fully close. I try the up-tilt, and it gets stuck in that position. It will not go back down from hereon and i decide to leave it alone. Get to work, research infiniti dealers around the King Of Prussia and Philly, PA area as I just relocated here from NYC for work so i was not sure where to go.
Willow Grove was not the closest dealer to me but had the best reviews, so i decided to take the fx35 there. It is a 22 miles trip plus toll. My car is a 2008 with 43,000 miles so it is still under warranty. Dealer was nice enough to let me come in at 5:00 P.M. after work to have the problem diagnose/repaired quickly since it was supposed to rain that night, and an open sunroof would be a problem since i park outdoors.
Around 6:30PM, a service manager told me the car was ready. No explanation on what was wrong, what was done, or a receipt, he just said that the car is ready out back. I had to go into his office to ask what work was done. He states that some screws fell out, and they were put back on with locktite. 2 years ago, i had a loose screw problem, and an infiniti dealer in NJ had tighten them. Anyways, service adviser says that this should not have been covered under warranty, and that he did me a favor.
I go out back to my car, open the door to discover that whoever worked on it did not take the usual precautions.
First of, no paper inserts were placed at the footwells to keep the car clean. My all season driver's side mat was full of black sludge, whatever, it did not bother me that much. I checked the sunroof and confirmed it was working.
Second, and this is where it bugs me. Dealer left a few pry marks on the upper center console when they removed it to fix the moon roof. Additionally, they dented the roof liner in too. I was pretty upset, and decided to speak up. I normally do not complain about small things but i felt that i was DEFINITELY treated unfairly today at WG. From the service manager's treatment, to the careless work.
Service manager denied responsibility, said his tech showed him that the damage was there before he worked on it. I asked why didnt he tell me the damage was there first before working on it? Service adviser has no answer. Next, he says that its not his fault, nor is it WG's fault. I insist that it was not there before i bought the car in for service. I had to persist to get the service tech to print me out a record that the car was at Willow Grove on 6/27/11 and also what work was done. He says i will have to speak to the service adviser, who had already left work. Service manager also tries to say he did me a favor by repairing the sunroof, basically implying that i should count my blessings and leave. I would rather have had the dealership NOT repair my sunroof if they were going to be that careless. I would have taken my business elsewhere.
Instead of leaving i went to the sales department, and the certified pre owned vehicles manager volunteered to look at it. He constantly apologizes, and says that he will talk to the service manager tomorrow and give me a ring back. He was very apologetic, helpful and promising, whereas the service manager was not.
Nonetheless, here are the pictures. I will update this thread as things progress for a more accurate review.
Thanks,
Patrick
Willow Grove, PA 19090-1284
(215) 240-8696
www.infinitiwg.com
Normally, I don't like to put dealerships or people on blast, and i let most of the small things slide but when I am offended and disappointed with service past that point I will let it be know. I'll update this thread as things progress and try to be as brief as possible.
This review is directed at the Service Center at Infiniti Willow Grove, and not the Sales Department, who were very helpful.
Early morning on 6/27/11, i heard a "thunk" like a screw dropping on the way to work. The sound came from the sunroof area so of course i push the switches to see if the sunroof works. Upon opening, the sunroof was making a horrifying grinding noise. I then proceeded to close it, grinding noise still there, but was able to fully close. I try the up-tilt, and it gets stuck in that position. It will not go back down from hereon and i decide to leave it alone. Get to work, research infiniti dealers around the King Of Prussia and Philly, PA area as I just relocated here from NYC for work so i was not sure where to go.
Willow Grove was not the closest dealer to me but had the best reviews, so i decided to take the fx35 there. It is a 22 miles trip plus toll. My car is a 2008 with 43,000 miles so it is still under warranty. Dealer was nice enough to let me come in at 5:00 P.M. after work to have the problem diagnose/repaired quickly since it was supposed to rain that night, and an open sunroof would be a problem since i park outdoors.
Around 6:30PM, a service manager told me the car was ready. No explanation on what was wrong, what was done, or a receipt, he just said that the car is ready out back. I had to go into his office to ask what work was done. He states that some screws fell out, and they were put back on with locktite. 2 years ago, i had a loose screw problem, and an infiniti dealer in NJ had tighten them. Anyways, service adviser says that this should not have been covered under warranty, and that he did me a favor.
I go out back to my car, open the door to discover that whoever worked on it did not take the usual precautions.
First of, no paper inserts were placed at the footwells to keep the car clean. My all season driver's side mat was full of black sludge, whatever, it did not bother me that much. I checked the sunroof and confirmed it was working.
Second, and this is where it bugs me. Dealer left a few pry marks on the upper center console when they removed it to fix the moon roof. Additionally, they dented the roof liner in too. I was pretty upset, and decided to speak up. I normally do not complain about small things but i felt that i was DEFINITELY treated unfairly today at WG. From the service manager's treatment, to the careless work.
Service manager denied responsibility, said his tech showed him that the damage was there before he worked on it. I asked why didnt he tell me the damage was there first before working on it? Service adviser has no answer. Next, he says that its not his fault, nor is it WG's fault. I insist that it was not there before i bought the car in for service. I had to persist to get the service tech to print me out a record that the car was at Willow Grove on 6/27/11 and also what work was done. He says i will have to speak to the service adviser, who had already left work. Service manager also tries to say he did me a favor by repairing the sunroof, basically implying that i should count my blessings and leave. I would rather have had the dealership NOT repair my sunroof if they were going to be that careless. I would have taken my business elsewhere.
Instead of leaving i went to the sales department, and the certified pre owned vehicles manager volunteered to look at it. He constantly apologizes, and says that he will talk to the service manager tomorrow and give me a ring back. He was very apologetic, helpful and promising, whereas the service manager was not.
Nonetheless, here are the pictures. I will update this thread as things progress for a more accurate review.
Thanks,
Patrick
