Infiniti of Memphis

Breakdown in Trust at Infiniti of Memphis I’ve been bringing my car to Infiniti of Memphis for almost 7 years, but after my most recent visit, I’ve completely lost confidence in this service department. When my **brake light came on**, I checked the fluid and topped it off, but the light stayed on. I also noticed a little shaking in the steering wheel, which I’d experienced before. I wasn’t too worried about that—but I was concerned about the brake light. I called my service advisor and asked, *“What do you think could be causing the brake light?”* He guessed it might be low fluid. I told him it was already full. He then said maybe the **rotors** needed resurfacing because of the steering wheel shake. He asked when I could come in and I scheduled for Saturday. I made it clear: **Don’t do anything without telling me first.** I came in on Saturday. They couldn’t find the wheel lock, so I went and found it myself. Then the advisor told me **my brakes were “fine”** but were metal and hard on the car. He said I needed Infiniti brakes. I asked him clearly, *“Is anything wrong with the brakes?”* He said no. I said, “Then leave them.” He told me *“I’m not going to do that.”* I reminded him I came to have the **rotors resurfaced**, thinking that was the cause of the brake light. Later, I asked him, *“Did the brake light go off?”* He acted like we’d never even discussed it. Then he asked me to show him what I meant. I did—and he noticed the **check engine light**. His response? *“We won’t look at that unless you bring it to our attention.”* I was **stunned**. For years, they’ve been quick to find things I **didn’t** come in for—often trying to upsell me. But now, when actual warning lights are on, **they won’t look unless I say something first**? Then I asked how much a diagnostic would cost. He said **$199**, then immediately told me it was probably the **catalytic converter** and would cost about **$3,500**. Pure crap. I went somewhere else, got a **FREE diagnostic**, and guess what? It was just a **sensor**. That’s not even the end of it. I paid for **free lifetime alignments** when I first came here—and not once has a service advisor **ever** reminded me to get it. If I forget (and I have), no one mentions it. I have to be the one to bring it up every time. Everything has gone up in price since I first started coming here, and **every time**—without fail—there’s a new upsell. It’s like they’re just looking for what else they can charge me for instead of actually solving the issue I came in for. The most disappointing part? I’m now left feeling like I shouldn’t have even gotten the **rotors resurfaced**—because the brake light is **still on**, and now the **service engine light** is too. I understand this is a business, and yes, you’re here to make money. But don’t let the pursuit of money outweigh **character**, **service**, and **integrity**. No consumers = no profit. You build lasting relationships through **thorough**, **honest**, and **proactive** service. If money is your only motivation, then eventually, you’ll lose people like me—because we’ll stop coming. This was a **complete waste of my Saturday**, and I am completely **disgusted** by the lack of care and professionalism. My car is 10 years old—I can take it to **Nissan or anywhere else**. At this point, that’s exactly what I plan to do.

I will never buy another Infiniti as long as I live in Memphis, TN. I have had an absolute horrifying experience from trying to get my car repaired. To not doing what they said they were going to so - replace a chaining chain to getting an estimate of repair in 72 hours per them - actually took over 10 days to get an estimate from them which included an estimate to replace the engine which they gave me a price for an engine that they did not have and did not know when they could find one. Not telling me at all that there had been a recall on the timing chain on my vehicle. I had to find it out. To taking about 3 weeks to find out what they would give me for my vehicle to the guy who was supposed to be finding out a price to my vehicle and was like I can help you find another vehicle - never did even after I contact him several times to ………. The story goes on and on. And yes I have talked to Jerry - who was more helpful but his staff is extremely rude and I have caught them in many lies. I would recommend not touching them at all or dealing with Infiniti of Memphis.

Each time I bring my vehicle for service I am provided excellent customer service!!! The vehicle is also taken care the first time.

Jeff Scola in the Service Dept is reason enough to purchase from Infiniti Memphis- he’s knowledgeable, friendly, gracious and accommodating, He keeps his promise of “I’m gonna take care of you MY friend and get you in and out of here”

I am a 2X repeat customer with Infiniti of Memphis, and have never regretted purchasing the G35 nor the QX80. The service representatives, especially Jeff Scola, are always welcoming and helpful in explaining needed/required services.

Always a great experience! Professional and customer centric. Some of the best customer service we get on a regular basis when visiting Infiniti of Memphis. You are in good hands with Jeff!

Mike is the best! Very patient and his communication was great! Everything that he told me would happen did, and in a timely manner. I would definitely recommend this dealership to my family and friends!

Infiniti of Memphis is a great dealership. Customer service is always on point. I appreciate that.

Jeff Scola always makes my service appts as convenient and as easy as possible - complete with a loaner this time. You guys have a very clean, well organized dealership. Thanks for your service.

I always receive professional service at this dealership. Jody, my service consultant, always gets me taken care of in a timely manner.