Passport INFINITI of Alexandria

I would give 0 stars if I could. Initially the experience started out well. In person when I went to look at the car, everyone was very personable and professional. Upon purchase of the vehicle, I'd been told that the vehicle came with a 30-day powertrain warranty covered 50/50 by the dealer. I inquired as to whether this had to be used at Passport or if it could be worked on at any dealer and was told the vehicle could be taken to any shop or dealer. I requested to have a copy of information for the warranty at the time of purchase, I never received the information for the warranty until 2 weeks after purchase. I took the vehicle to be checked out for state inspection and was told the vehicle had 2 leaks. Both covered by the warranty as described in the paperwork, The dealership I took the vehicle to tried endlessly to contact Ed and others at Passport Infiniti to confirm coverage and was unable to reach anyone constantly being given the run around wasting everyone's time (and money). The vehicle sat for 1 week awaiting a response which was never received. I finally received an answer from a manager named Ed. He informed me that they would not be covering anything due to the fact that they took money off the vehicle at the time of purchase. (So basically saying that this voided the warranty... not how a warranty on a vehicle typically works and if so I would expect to be informed of this at the time of purchase so I could decide whether I would want to buy a vehicle WITHOUT a warranty.) A week after this, I called Passport Toyota (since absolutely no one at Passport Infiniti would pick up or return my calls) and someone named Eric dug into this and found that I should speak with a manager named Blake M. I spoke with Blake and let him know I was having issues resolving a warranty issue on my vehicle and he also informed me that the work on the vehicle could now ONLY be performed at passport infiniti-- even after I was told multiple times that it could be taken to any dealer (especially as I am not in the state of Maryland). No where in the paperwork for the warranty does it state that the work must be performed at their location. He then told me Ok, well you asked for an answer and I gave you an answer. He told me why should we give profit to another dealer. Passport seems to handle their business very unprofessionally after the customer has purchased the vehicle and they have received their money. Good to know that a multi-million dollar company does not care anything about customer service and does not honor their warranty nor do they care to have any respect for the time they are wasting on anyone's end but their own. Buyer beware- do not deal with this dealership handles after purchase care of the vehicle very unprofessionally and scams the customer out of their supposed warranty without making the customer aware. Dishonest and deceptive. If you are looking for a vehicle -I recommend going elsewhere.

Quality vehicles with amazing Customer Service and satisfaction. Respectable, affordable and reliable dealership. Love this place and the vehicles!

It looks more about the money instead of customer service. Some charges on paperwork that makes me doubt and makes no sense to me. When I ask they blame other departments, etc, etc.

Perfect place to shop and buy a vehicle, this is why we always look for Passport when we buy.

I went into the dealer to see a Honda accord that I peeped online, drove there from Maryland when I went in I was greeted by Valerie, who began to help me, she took my driver's license to have it scanned my guess that it was to test drive the car but she came back and told me that the sales manager looked at my credit and saw that it was probable that I wouldn't get financing for the car due to me not having sufficient credit history which is highly understandable on my end and plus Valerie says to me I don't want to hit your credit and when she said that I felt good in knowing that they actually care about thing s of that nature b/c most places will hit your credit in hopes to gain a sell. So I was really grateful for that that they actually cared in that sense, so I left I was not shown the car, nor was I allowed to test drive the car, so the next day as I'm at work I get the email saying that there's a new inquiry on my credit and to my surprise there it was, the dreaded hit on my credit report. I immediately called the dealership in hopes to speak with Valerie but she was not there so I spoke to La'Quisha who is the manager and she gave me the song and dance of how she came to the conclusion to that I was not eligible to get the car, but I said to her why was my credit hit when Valerie clearly said that she didn't want to hit credit if I wasn't able to get the car but my credit was hit anyway, and if my credit was hit then you should have just allowed the process to complete and let the banks make the decision on if I could get the financing or not I mean that's the whole point of the process, right? But I was not allowed that opportunity I was just shut down from the jump before my credit report was sent to the banks or what not........ so when I spoke to La'Quisha she tried to double talk me, and run word games around me and said that she would help to figure this out, kept apologizing to me, but what's good of an apology when the damage was already done, that's what I never understand about these car sales people they think they are smartest ones in the room but when you come from where I come from, and been where I been, I see the game coming before they even speak, Valerie says to me you are my people, I showed no reaction but was left in awe what people are you talking about? I'm her Mexican people, I'm her people that has messed up credit what people is she talking about, clearly I wasn't the kind of people that was shown a car he was interested in, clearly I wasn't the kind of people that would have gotten help.in finding ways to get me into a car nah I was just shut down from the jump, so 0 stars for passport infiniti, 0 stars for Valerie, and 0 stars for La'Quisha who said she would try to help but yeah I haven't heard from her since I called, guess my issue was not important enough to get handled, where is the customer service, where is the care given to customers, the concern it's laying somewhere on the sands of time b/c they are not here in 2023, SAD OH SO VERY SAD

Service only interested in up selling. Asked to diagnose a slow leaking tire and solution recommended was to replace all four tires. Dropped vehicle off for appt 15 minutes before close and told to put keys in drop box versus asking about any issues with vehicle. This used to be a great dealership.

Great customer service!! Will return. I waited longer than expected however the service manager compensated me for the wait.

Always great service with the sales rep Betty was great she showed me what the dealer has to offer. She was great with the negotiations. I was very comfortable

The dealership is well lite, clean hasel free with kind and patient representative ready to provide services and assistance. The show room has the latest models of vehicle staged and has a great deal of inventory.

The service at this dealership is always outstanding, whither we are purchasing a vehicle or getting service done. The treat us like family and it's always a privilege to purchasing a vehicle or receiving services on our vehicle!