Suburban INFINITI of Troy

Very attentive and helpful throughout the entire purchase process. When delivered the car was in immaculate condition.

Great experience, very helpful staff and the communication was great too! Got detailed texts that included a pdf sent to me which was awesome, helped out a lot. The car is as good as new now

Infinite of Troy Let me preface this complaint by stating that this is a new car purchased in August - a QX 55 2023 . I was greeted by the service person whose name was Will. I requested a new battery, because I was told the day before by AAA, that the current battery in this new car was no good- it was dead. Will told me that it would be an hour to two hours. I was surprised because when I had my 2019 QX 50, which did the same thing(failed battery), it did not take two hours to get a new battery. After two hours with no word(update) from Will . I sought him out, and he cavalierly told me that it would be another two hours for a total of four hours. He told me they needed to deplete the batteries and it was taking a long time. However, my thought is that they could have depleted the battery in another car. Why make me wait for possibly four hours. Because Will did not seem to think that my time was valuable, I sought the help of a customer service person, Merci. She was very very helpful and got the service manager for me. Marc, the general service manager, was very understanding. Listened to my concerns and within 20 minutes my car was ready. I was quite surprised by the service that I received on this day from what I thought was a luxury car maker. I should’ have been given updates at a bare minimum, but four hours for a battery change is totally unacceptable. I wasn’t even offered the choice of a shuttle service. This is the first time I received such poor service at Infinity, but I thought you should know as this has changed my opinion of the car brand. Even before I made it to the dealership for the car service, one of your phone customer service reps didn’t know anything about the Infiniti roadside service; she couldn’t tell me if I had to pay for it, and she told me that I couldn’t make an appointment in advance which turns out not to be true, based on the app, which does in fact, allow you to pre-schedule appointments. In the morning of my appointment , my car would not start. The battery was dead, I needed roadside assistance. Luckily, I up got a jump from someone else so I made it to my 8:30am appointment (the roadside assistance, never showed up in time for my morning appointment, so I had to cancel them). When I get to the appointment ,like I said, previously, I received very poor service. I only hope this is an aberration and not the new service standard for Infinity.