Suburban INFINITI of Troy

4.6
(73 reviews)

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About our dealership

This seller has been on Cars.com since April 2021.

Reviews

4.6
(73 reviews)

A dealership’s rating is calculated by averaging its lifetime reviews.

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5.0

Customer

Very good service,fast,an exceptional manager very pleased overall thanks infinfiti for my years of great service. I will recommend you guys in the future for sales an service.

Dealer response

Thank you.

2.0

Misrepresents

Not a dedicated Genes dealership. They consistently misrepresent their used vehicles online. They "offered" the car I wanted until it turned out that the options listed were not on the car.

1.0

Why dealers get a bad rap

I'll attempt to keep this short and relatively to the point. The following are points in the used car buying process that give used car salesman the bad rap they have, and the process of buying a car such a PITA. Salesman: Patrick, Manager: Oleg 1. They shuffle their profit between the car we traded in vs the car we were buying- typical dealer game. I asked for straight forward pricing with and without the trade in, they could not easily give me that because if I trade in my vehicle, they make more money off it, and in turn may give me a better price on the car I buy. Why not give me a bottom line on the car I'm buying, and another on the trade? 2. Berated our trade in as in very poor condition, without acknowledging the used car we were buying was in the SAME condition. Scratches and dents identical. The car we purchased actually has smelly and sticky carpets which we have to get shampoo'd 3. Wouldn't acknowledge what was wrong with the car they sold us. I showed the salesman the "headlight leveling sensor trouble light" and "maintenance required light" on the dash. He downplayed it, said his mechanic would look at it, but never did. Taking it to my mechanic now. 4. They are SLOW. We started signing papers and asked the salesman to take the car to prep for delivery, not exaggerating, 5 TIMES. He didnt give it to the detailers until all the papers were signed, after which we waited for an hour until we finally had to go to a family event. We agreed that we would take the car BACK for them to finish it. I have called and texted multiple times now and have no response so I don't think they are interested in finishing this AS PROMISED ON SATURDAY. 5. The car we bought came with one broken key. A key Patrick said he dropped and put tape on it until he would get it fixed. When we asked about a second key during the test drive process, he said he may have it. At delivery, he simply took off the tape, and said there is no other key. They have a key guy that comes by on Thursday mornings, and he would confirm the price but it should be under $100. The refused to include that in the deal. Oh and now that I want to take advantage of that and get the key made- NO RESPONSE FROM PATRICK. 6. They run their cars through different brands they own. The title shows this vehicle was sold by Suburban Volvo, we worked with Suburban Infiniti to buy it, and the money had to be processed by Suburban Hyundai. Normally I wouldn't care, but the salesman physically had to take our licenses and credit card to the store across the street to copy, scan, and charge. The scan's wouldn't come out right so he asked for our licences 3 TIMES 7. Extension of 6 really- Finance manager was working with another customer, so we waited for over an HOUR to go to him to sign the title and license plate paperwork. When he finally came to take us to his office, he had the AUDACITY to say "I am doing this as a favor to you, normally you would have to go to Suburban Hyundai because they are selling this car to you" EXCUSE ME your listing on cars.com says Suburban Infiniti, it is on YOUR lot, I worked with YOUR salesmen on this deal. THANK YOU so much for the favor of taking our money. There were invariably other things that happened, but this write up is me attempting to keep this relatively short. Clearly we were REALLY interested in the vehicle we purchased otherwise we would have walked out. Cherry on top is that the vehicle we traded in on this transaction was purchased BRAND NEW from Suburban Volvo in 2004 with a much better experience. Safe to say when we are in the market for a new car, none of the Suburban group brands are getting our business.

Dealer response

S, I am sorry to hear that you had a bad experience at our Infiniti dealership. Please feel free to contact me and discuss a possible solution. Thank you Adamm Davis Retail Operations Manager Suburban Imports of Troy Adavis@suburbancollection.com 248-519-9531

5.0

Infinity serviced

Excellent experience every time I come to get my infinity serviced.

5.0

QX 50

Infiniti of Troy was very professional and great place to purchase a vehicle.

4.5

Service experience

Excellent customer service Lounge is just sitting, no water, no coffee tea or snacks

Dealer response

Thank you for taking the time leave us this review! We strive for 100% customer satisfaction and we are thrilled to see that we were able to provide you with this! We hope to be of service to you again in the future. Best wishes, Suburban Infiniti of Troy

5.0

Infiniti Q50

Whenever I bring my Q50 for service to Infiniti, Jeff is always personable and truly sincere. He is definitely one of the best service representatives at the Infiniti of Troy store. I love this dealership!! My salesman Dwayne and service manager Marc are truly awesome!!!

Dealer response

Hi Karen, we are very happy to have provided you with such a positive experience! We hope to be of service to you again in the future. Best wishes, Suburban Infiniti of Troy

1.0

Never responded to my inquiry

Attempted to contact dealer via cars/com inquiry in used car, never got response. Still see the car in inventory and drove by looking for cars on sunday and saw it on the lot. Oh well on to another infiniti dealer

Dealer response

We are disappointed to learn of your experience here at Suburban Infiniti of Troy, but will take this opportunity to improve. If you are willing to give us another chance, please contact us at (248) 731-3300 so we can understand your situation better in order to try and turn your experience around. Thank you, Suburban Infiniti of Troy

5.0

Routine maintaince service

It was a great experience. Jeff was very polite. He reviewed my last visit. Explained what was needed and the cost. Complimentary coffee was given. He also informed me of the status of the repairs and approximate time of completion.

Dealer response

Jeff and I would like to personally thank you for the 5 star review and the opportunity to do business with you; we both truly appreciate this. Thank you again, enjoy your weekend and thank you for sharing... Best regards, Chris Lange Service Director Suburban Subaru Troy clange@suburbancollection.com 248-731-3300

4.8

Best service I have ever had

My front light needed to be replaced. All was covered under warranty and the work was done with care and quickly. I needed to leave for an appointment and a loaner car was provided right away (a very nice one) and my car was reay to go when I got back. Sami was terrific and I felt like a valued customer and was treated extremely well from the moment I walked in. I have never had a better experience at a service shop in my life. This place is doing it right.

Dealer response

Christopher Cook, thank you for your kind review; we are happy to pass along your comments to the team here at Suburban Infiniti of Troy! We are always more than happy to assist you if anything else comes up. Take care!

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