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| - I recently decided that it was time to sell off my 2001 Mitsubishi Galant for something a bit more fun and stylish. After a lot of research, I decided that an Infiniti G35 Coupe was the car for me. I searched every car dealership, cars.com and craigslist listing until I found exactly what I wanted at Pinnacle Infiniti. I had already been pre-approved for a loan through Deer Valley Credit Union (be sure to read my review on them too!), had my down payment ready in my checking account, and was prepared to do business.
I called ahead to make sure that they still had the car on their lot, and to make sure it would be ready for a test drive. As promised, it was all ready to go when I arrived. The salesmen were friendly without being pushy, but weren't quite as knowledgeable about the car as I would have hoped.
After the test drive, and a very thorough inspection of the car, I felt that I was ready to make an offer. Since I already had my pre-approved loan, and down payment ready, I wasn't interested in negotiating. I came right out with my offer, which was very fair, based on current market values. After fielding a few rounds with Reggie (my salesman) and some of the finance managers, they accepted my offer.
Along with my offer, I made it very clear that I expected the small dents, located on the rear-quarter panel of the passenger side, to be removed by the time I took delivery of the car. Of course, this didn't seem to be a problem at the time, so I wrote out a check for my down payment and went home.
When I arrived back at Pinnacle Infiniti on Monday to sign the final paperwork and take delivery of the car, I noticed that the dents had not yet been rolled out. The sales staff informed me that their "dent guy" only came to the dealership on Tuesdays and Thursdays for body work, so I would need to make an appointment to have it taken care of. I was leery of taking the car without the repair having been made, but I left with it anyways.
For weeks, I called the dealership, spoke to salesman after salesman, trying to get an appointment scheduled to have the repair work done. It was the same story every time I called: "Ok, let me get your phone number, and I'll have the dent repairman call you back to schedule an appointment." But the dent guy never seemed to call back, nor did anyone else from Pinnacle Infiniti to follow up. I made it very clear to every salesman that I spoke with that I would be unable to have the repair work done at the dealership, unless they were able to set me up with a courtesy car, because I am unable to time off of work. Instead, they always made the suggestion that I should just schedule to have the dent repair man come to my office and do the repair on-sight. But again, I could never get a call back, so that wasn't really an option.
Finally, almost a full month after purchasing the car, I called the dealership and asked to speak to the sales managers. After being told that he was in a meeting and wasn't available to speak, I told the receptionist that I was very interested in purchasing one of their brand new, G37 convertibles, and wanted to speak to the sales manager. Well of course, then she had no problem putting me through. But once he found out that I was really only interested in having service work completed on the vehicle I had already purchased, he transferred me on to someone else.
By this point, I was beyond frustrated, so after making it very clear to the man I was transferred to, that I was prepared to drive my damaged vehicle all the way to the dealership and proceed to throw an extremely embarrassing tantrum right in the middle of their sales floor on a busy Saturday morning, he quickly agreed to set me up with a courtesy car, and have the repair work completed within the next two days.
The repair was done flawlessly, and at no cost to me- as originally agreed upon. But the absolute lack of customer service and regard for the promise they made when I forked over $21,000 of my hard-earned money has me very disappointed in Pinnacle Infiniti.
The car buying experience was mostly pleasant, with only minor frustration. So if you're in the market for a new Infiniti, I would definitely recommend perusing the inventory at Pinnacle. But if you're looking for a used vehicle, or something that may potentially have damage that will need to be repaired, I would suggest looking somewhere that might offer a bit more followup and customer appreciation.
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