Rude service

I initially dropped my car off because I saw smoke coming from my exhaust. After inspection, Infiniti found that oil was leaking into the turbos. My service rep, Thomas Burnette, then told us that the cost of repair for 1 turbo was $6000. His condescending tone made us feel like he was insinuating that we couldn't afford it. My husband asked how many were on the car he said 2. He then said that we looked to be over the mileage of what the warranty would cover; he said warranty normally stopped at 70,000 &;;;;;;;;;;; that we had 74,000. We immediately told him that we had bought an extended warranty when the vehicle was purchased. He said that he had to verify it. We said fine. Next, he said that I shouldn't be driving the car, if possible, as it could make the problem worse so we asked about a loaner. He damn near had every excuse for not wantinv to give a loaner; i.e it's the weekend the try not to give loaners, 2. He needed to speak to his supervisor to see if it was possible, etc. Why wouldn't you give us a loaner if you were going to keep my vehicle?!? He asked for my insurance info, all the while telling us how people have damaged the loaner vehicles in the past; should've never had that conversation with us, we had nothing to do with what happened with other customers. Again, making us feel some type of way. Mind you now that they loaner had NO CURRENT TAG. It was expired, May decal, when he gave it to me in June! I left my car there to be repaired on 6-19-20 & I just picked it back up on 8-12-20. Almost 2 months. Upon getting in my vehicle, I adjusted the air(climate control) because it was extremely hot that day, no air. I let it run during my ride home & it never got cool. On my way to work the next morning I immediately called Thomas first thing 8-13-20 to inform him of what was going on. He asked me could I bring it back after work, I told him that I had another appointment & that I wouldn't make it there by COB. He asked could I bring it in the morning, which was 8-14-20, I said yes. 8-14-20 I arrive, give my key to the person & tell them what's wrong, & sit in the lobby because Thomas is not there yet. No problem. About 20 minutes later he comes in but only acknowledges 1 client (white woman) & goes directly to speak with her. He didn't say good morning or even acknowledge that I was even sitting there. I literally raised my hand & called his name because he was not trying to give me eye contact or anything. He then says I'll be back. He calls my name & we go back to his office. I asked how long will this take because I have to go to work & he states yeah I'm about to give you a loaner because we're pretty busy & then prints out paperwork for another loaner. At that point I told him I was very disappointed in his customer service, not just this morning but from the beginning. He said that she was there 1st & I told him it had nothing to do with that. He then gave me a key to a loaner that I had to ask which vehicle. He pointed to the car & walked off! I pay too much money for my car to be treated as if I'm nothing by an employee who seems to be having a bad day EVERYTIME you come in contact with him; unless of course you're WHITE! I've had other friends complain about him & didn't even know at the time that he was our rep. We've had complete strangers discuss that dealership & his name came up about his poor customer service! What are the odds! We're living in a world where this is no longer acceptable! I pay just like anybody else & I want to be treated with dignity & respect. I shouldn't have to take my vehicle to a different dealer across town to get good customer service. I'm so disappointed in him that I'm furious right now! Had the work been done correctly the 1st time I wouldn't have a reason to be back there. I want my vehicle, not a loaner. This is at Infiniti of South Atlanta

User's recommendation: Go somewhere else.

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ID
#2116156 Review #2116156 is a subjective opinion of poster.
Location
Union City, Georgia

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