Passport INFINITI of Alexandria

Everything was explained. Vehicle was serviced quickly and I was out of there. Great experience.

Justyne was awesome, service was great. Went above and beyond to make sure my requests were met and appreciate her help very much !!!

I realized after getting home that I was charged for a service I did not ask for or approve. Please beware of Gary Drummond. If you read all the negative reviews for this location, most of them are because of him and are about experiences similar to mine below. I've been a loyal, and mostly satisfied customer, for 15 years unitl he became my service manager. In my opinion, Gary Drummond is professional and charming BUT also shady and unethical. This is not the first time he got me. He has made peculiar mistakes in the past, and when I noticed, he just says it was a misunderstanding and apologizes. He relies on the fact that many customers, like me, trust Infiniti and don't closely scrutinize the invoice or don't want to be perceived as "the xxxxxxx" customer. He is very smart and always makes sure he has a plausible excuse or explanation.   In my last visit, I apparently, selected "Tire rotation" by mistake when I booked the appointment online. Shame on me, BUT here is how he took advantage of me this time... 1. Gary Drummond didn't bother to confirm if I wanted the tire rotation, so they rotated my brand new tires. This was despite my not saying anything about wanting this when I spoke to the service rep in person and despite the fact that I told him I just had new tires installed by another Infiniti service shop 3 months ago to be sure their records were in sync. After he typed in the services I told him I wanted, he confirmed them with me. So when and how did the tire rotation get on to the list? 2. The mechanic apparently didn't notice that the tires were brand spanking new and, therefore, had no visible wear. NOT LIKELY!!! 3. Gary Drummond also didn't bother to walk through the invoice with me or even ask if I wanted to review it. In fact, he didn't print it out and hand it to me until after I completed the payment transaction. I realized later, he does this every time. Yes, shame on me for being in a hurry and not asking to review it before paying and leaving. 4. Also, for some mysterious reason, I did not get the customary email with the invoice so I could review it carefully and approve it before paying.  Gary said he didn't know what happened to the email. 5. On top of it all, I discovered after closely reviewing the invoice in detail that there was a $2 charge for "Document Retention"; a $10 charge for "Shop supplies"; and a $7 charge for disposal!! The oil change already cost $93 with parts and labor! 

I realized after getting home that I was charged for a service I did not ask for or approve. Please beware of Gary Drummond. If you read all the negative reviews for this location, most of them are because of him and are about experiences similar to mine below. I've been a loyal, and mostly satisfied customer, for 15 years unitl he became my service manager. In my opinion, Gary Drummond is professional and charming BUT also shady and unethical. This is not the first time he got me. He has made peculiar mistakes in the past, and when I noticed, he just says it was a misunderstanding and apologizes. He relies on the fact that many customers, like me, trust Infiniti and don't closely scrutinize the invoice or don't want to be perceived as "the xxxxxxx" customer. He is very smart and always makes sure he has a plausible excuse or explanation.   In my last visit, I apparently, selected "Tire rotation" by mistake when I booked the appointment online. Shame on me, BUT here is how he took advantage of me this time... 1. Gary Drummond didn't bother to confirm if I wanted the tire rotation, so they rotated my brand new tires. This was despite my not saying anything about wanting this when I spoke to the service rep in person and despite the fact that I told him I just had new tires installed by another Infiniti service shop 3 months ago to be sure their records were in sync. After he typed in the services I told him I wanted, he confirmed them with me. So when and how did the tire rotation get on to the list? 2. The mechanic apparently didn't notice that the tires were brand spanking new and, therefore, had no visible wear. NOT LIKELY!!! 3. Gary Drummond also didn't bother to walk through the invoice with me or even ask if I wanted to review it. In fact, he didn't print it out and hand it to me until after I completed the payment transaction. I realized later, he does this every time. Yes, shame on me for being in a hurry and not asking to review it before paying and leaving. 4. Also, for some mysterious reason, I did not get the customary email with the invoice so I could review it carefully and approve it before paying.  Gary said he didn't know what happened to the email. 5. On top of it all, I discovered after closely reviewing the invoice in detail that there was a $2 charge for "Document Retention"; a $10 charge for "Shop supplies"; and a $7 charge for disposal!! The oil change already cost $93 with parts and labor! 

Garry is always a pleasure to work with. Customer service is top notch! Garry is extremely knowledgeable and friendly! We get all of our vehicles serviced with Garry!

Great service experience at Passport Alexandria dealership. I had a great service associate who informed me through my vehicle repair.

Timely and efficient. Garry kept me updated with every step as the service was being performed on my vehicle, greatly appreciated as I was out of state and a friend had to take my car in for service. Thanks guys I'll definitely be back.

Garry Drummond is the best. He is honest and upfront about what services are needed. Excellent customer service.

Service is always prompt, the service representative is helpful and knowledgeable, provides excellent service. Explains the work that needs to be done so I can understand it.

Very clean customer service friendly business. I will only do business with them when it comes to Infiniti products