LaFontaine INFINITI Novi

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Abdullah Hassan
2 months ago
My experience was not great. I did my business with Winston, he was clear and to the point. To close the deal, I was moved to Mike. He seemed nice and supportive. I got the car, with one thing missing, a second key. They promised to provide one. This promise was on September 2023, and it was fulfilled on Feb 2024. I would like to thank Adam, service manger, he helped a lot to fix the situation.

  Todd E. McIntyre, MLD
2 months ago
Please read If you see this, use a different location for any type of vehicle purchase or service.The service manager lacks leadership and customer service skills, he does not have control over the service department at all Kind of scary, considering this is supposed to be a luxury car brand, and they have such poor leadership.Their communication is the worst I ve ever seen. Promising callbacks - which never come, not answering the phone. I had to call the sales department to be able to patch me through to a service manager.They claim the reason for the poor service is due to recent ownership change . I m sure the new owners would love to hear about existing clients - with 65K vehicles being treated unsatisfactory.I dropped off my vehicle which had a popped tire on Monday. And it is now noon on Thursday and I still don t have my vehicle back or any ETA on when it will be finished.I would get better service at a Michelin tire or a Belle tire So please, save yourself, the stress and energy of dealing with employees who obviously do not enjoy their job and are so frustrated with their own life, that they have to make everyone s lives around them more miserable and not do their job properly.

  Council
4 weeks ago
PLEASE DO NOT TAKE YOUR AUTOMOBILE HERE! My vehicle has been in the service department for nearly three months now for a minor issue.Nobody never calls to give me an update or can tell me when my vehicle will be ready. Meanwhile I m still have to make payments on a vehicle that s been sitting in the service department for nearly 3 months.I m tired of hearing the excuses about the change in ownership now .Moreover nobody can tell me what part I need because I m pretty sure I can search it up myself and have it delivered before I get a call back.Furthermore the service manager told me he would contact me when they received the new fleet of loaner vehicles in and still nothing. POOR Customer service!!!!To make things worse now is the rental car that they put me in is now due for an oil change which I called today and was told someone would get back with me. Nothing as of 5:26pm today. SmhLastly after reading comments it seems like the owner would have corrected these issues by now. What s the purpose of responding to customers complaints when things remain the same .

  Al V
a year ago
I went to get a cup holder and I stopped to just look around. When I asked to see the inside of the car Jean Limage gave me full specs and really made me feel comfortable. He gave me the numbers for what would work for me. After his awesome customer service was completed the General sales Manager John G. finalized the deal and was so great about everything and every detail. Then part three (all documents that need to be signed) was handled by Layann. She has been AWESOME!!!! She kept me informed of every step of the final process and what was coming next. The customer service at this dealership was superb. I have purchased 2 brand new cars in the past and this dealership has by far surpassed every one by far. Thanks to everyone for such an EASY buying experience. I will update as I receive more service, but I am super happy with the car and my new dealership.

  Bashir Hakim
5 months ago
Winston did an amazing job working with me on a great lease price on the QX60. He answered all my questions, was patient, and was more than willing to walk me through each and every nook and cranny of the car until I was confident and ready to drive off. He was prompt in responding to emails and text messages. A seamless experience all around.

  Lori Brown
2 months ago
I purchased a QX50 from Devyn P. today and I couldn't be happier with the experience. Devyn was incredibly knowledgeable about the vehicle and took the time to understand my needs and preferences. He was patient, professional, and went above and beyond to ensure I found the perfect car. Best of all he did not pressure us at anytime during this process. I highly recommend working with Devyn for anyone in search of a seamless and enjoyable car-buying experience. Thank you, Devyn!~The Brown Family

  Michelle
7 years ago
The sells reps, and financing department were great and understanding! We left happy and very satisfied. John D. was a laugh and great to spend the whole day with. If we need another car we will for sure head here first!

  Kaitlyn H
7 months ago
Bought a used ford edge from this dealership. Was told it had a 10 point inspection and was road safe. They also tacked on an extra $1500 fee saying it was necessary to buy the car. Went through and bought the car and had many issues appear. I mean thousands. They sold a car to a 19 year old student. I couldn t afford the repairs and my parents had to help me. Now a new dealership is saying that the car they sold me that was perfectly road safe is only worth $500. I paid $7000 for this car. Do NOT buy from this dealership.

  Teri Abbo
10 months ago
From the moment I called I was supported as a valued customer. Kevin made an appointment for me with Winston Howard to purchase a used car I had seen on the website. When I bumped up my appointment time, Winston was accommodating to support my busy schedule.I appreciated the consideration from Brian on negotiations for a fair outcome for both and appreciated Jeremy's support in securing a good rate for financing. I also appreciated that John, the Executive Manager stopped over to thank me for my business.Overall a very nice experience at a dealership. I would recommend Winston and his team.

  Andrea Lyn
5 months ago
Recently had my vehicle in for service at Suburban Infinity of Novi - and I will definitely be back - Adam and his staff were fast, efficient and knowledgeable - took care of multiple issues and put me back on the road in no time - Excellent service and much appreciated!!

  Ana Soporean
8 months ago
Great service, beautiful showroom and great staff! I had the greatest experience buying my car. Salesman was the best - bent over backwards to get us the car we want and there was no pushing, just respectful communication. I loved it. Definitely recommend it.

  Tayah P
8 months ago
Amazing experience buying my car. I felt a little intimidated going to a car dealership by myself, but Mike and Winston made my experience super easy and smooth. They made sure i got the best deal for my new car and my trade-in. Amazing customer service:)

  Patrick Kinnicutt
2 months ago
Update: My 5 star rating is being edited to a 1-star rating. I made an appointment through their website and drove 2.5 hours for my scheduled appointment and received countless text reminders about it, only to find out that they had no record of it at the dealership, no loaner car for me and a 3-4 hour wait. They said it was because of a change of ownership, but that is suspicious given the link from their new website goes directly to the suburban site I scheduled my appointment with. I ended up taking my car elsewhere as if I had waited 4 hours, they probably would have said the service center was about to close. Perhaps after a few months they might return to levels they previously had, but now there is lots of chaos in the dealership.

  Russ Williams
6 years ago
Bought a new 2018 Q60 Red Sport and I must say this was One of the best Car Buying exp. I have ever had. Top notch sales manager John ,no playing games with prices etc. My sales person Zack was Very attentive to my needs and wants. Will be back to this dealership for all my needs in future as well!

  Scott Foody
a year ago
Robert has been my service contact for a few years now, he is always on top of updates and letting me know estimated times of completion when my car is in. Mike is the only technician that has worked on my car and he has been fantastic. The dealer has taken great care of my Q70 hybrid since I got it and it shows in the 356,000 miles that I have on it. Great dealer. Great service staff. And great technicians.

  dave h
2 years ago
Went there on a Saturday with a specific budget and car in mind and they went above and beyond to get the deal done and I was able to drive home that day. The staff was very friendly and courteous. A special thanks to Layann, Moe, and Ramzy for going the extra mile for me. Couldn't recommend them more.

  Silvia Sharna
10 months ago
BE AWARE BEFORE YOU BUY VHEHICHLE FROM THIS DEALERSHIP!!!!I purchased a 2007 Toyota Corolla from this dealership on May 6th of 2023. Jeremy was the sales guy who assisted me. I am a Ohio resident So, they were supposed to mail me the title change paper work within 30-45 days of purchase. But they never sent me those documents (original Michigan title). Now I have been trying to reach out for the last 15 days and they would not receive my call or give any response to the numerous voicemails I left for them.Such a BAD and HORRIBLE experience!!!

  emily bell
10 months ago
We bought a 2017 hyundai Tuscan from this location 2 months ago. We've had it in our possession for a total of 5 days and put less than 50 miles on it before it broke down. The dealership sent it back to the Maker, TWICE now and we haven't even been able to receive a loaner car in the interim. No one will call us back or answer our questions. This dealership is not reputable, and they treat their customers problems as if they're insignificant. WE SPENT 20,000$ THERE FOR NOTHING. we are very upset and urge everyone to go to a different dealership.

  Anthony Bonelli
10 months ago
The workers were very polite and helpful and they really helped me. Adam Rutherford in service is awesome! He has helped me in various ways and he really cares for his clients. Thank you Mr.Rutherford

  Gagik Yeghiyan
a year ago
Exceptionally poor communication of the service personnel with the customers!You tell them the repairs are to be made by the end of the day, as the car is needed for the weekend and the next week, and they say that "no problem it will be ready in 4-5 hours", and this is at 8:30 in the morning.But the day comes to end, and you receive no call. Calling them yourself is not of help, your service representative, Robert Kelly, is already gone, without bothering himself to notify you what is the status of your car repair.You call their customer service trying to figure out what's going on, and the lady at the other end promises you that your service representative, Robert Kelly, will call you back very soon, "he is with another customer", but you get no call simply because he is already gone as mentioned.You call that lady again and ask for the service manager, but it turns out that the service manager is in vacation, and the customer service manager simply does not pick up the phone when that lady tries to connect you with him/her.Finally, you drive there in person, see by your eyes that your service representative is already gone and ask another service man where your car is, and it turns out that the technician made the repair you authorized, but he noticed another problem and that's why he did not turn in the paperwork.Sorry, but you call and ask me first whether I want another inspection/repair or not, especially that you are clearly told the car is needed for the weekend! Only after I insisted to return my car, the paperwork was completed, I paid, took my car and left, forever for sure.Honestly its very unusual to see such a disorganization and unscrupulousness in a dealership, so stay away of them. Again, the name of the unscrupulous service man is Robert Kelly, if anyone is curious.

  Fatma Makki
a year ago
This was the best dealership I have been to since I started leasing. Their customer service is impeccable. They were easy to talk to and they took accountability of everything I asked for. They don t waste your time like some other dealership do, and you leave with exactly what you asked for or better. Highly recommend this place!

  Todd E. McIntyre, MLD
11 months ago
BEWARE. Do NOT buy from this location I purchased a brand new 2022 Infiniti Q60 Redline Sport on April 20, 2023. During my purchase, I traded in my old 2016 Infiniti Q50 Sport AWD.The staff ensured me that the dealership would handle my trade-in buy out with my existing creditor and all I would need to do is give them the keys.Meanwhile, as of May 17, 2023, I was charged $575.32, for a car payment on my old 2016 Infiniti Q50. A vehicle that was traded in, has been out of my possession for 28 days, AND the vehicle is already listed for sale on their website. BUT they haven t even filed the paperwork to get it out of my name. So technically, I still own the vehicle.So now I m making payments on TWO vehicles Not to mention, my financial meeting took forever, because they were completely understaffed. I was forced to stay after hours to finalize the buy since their financial staff left work abruptly and they didn t have a replacement.Then, I noticed that the brand new vehicle had scratches all over the windshield, that I couldn t see because I didn t get to leave the dealership until literally 10 PM ET at night, after they finalized my paperwork. I had to bring the vehicle back weeks later to get it looked at STILL waiting on it to be fixed.As a business owner. Whoever is managing this location needs to be fired. Untrained staff. Zero leadership. Lack of follow through. False promises. Non-responsive customer service. Financial team who doesn t complete paperwork.The only good thing about this place is Winston Howard, the sales rep, he at-least tries his hardest to keep this place afloat.I will never buy another Infiniti vehicle again, as they have officially lost a life long customer.My trade-in was never paid, and it appears there is no action towards the loan pay off. Which means I will be taking this to a consumer law lawyer. Maybe they can explain that the terms of the contract need to be carried out or legal recourse may be imminent.

  Cry s M
a year ago
This dealership has consistently given me bad service. Unfortunately I pay for 3 oil changes at a time and there s not another dealer near me. Once someone took $100 out of my daughters wallet that was in the backseat, more recently I left my car running with the A/C on, I get back to the car and it s overheating, there was no antifreeze. I had just gotten an oil change. Now my car will not start, I firmly believe they failed to refill my oil. I e always received terrible service here.

  Shagaye Dorsey
a year ago
If it was an opinion, this dealership would not get no stars. Deserves absolutely no stars. Worst experience I ever had from from a dealership. After over a week of constant calls and emails & text. Please run the other way if you thinking about buying a car from this dealership.

  Steve Beave
a year ago
Great service from the time i pulled into the service lane, until i left. Very welcoming and friendly staff, all checking to make sure i was ok. My original salesperson even came back to greet me while i was waiting. This is the customer appreciation that will keep me a loyal customer to the Infiniti brand and especially The Infiniti of Novi dealership . Although my salesman's coworker may have put a great bid in for me to switch to her side.. lol. I was In and out with my appointment in 45 min or less. Great mechanics and techs back there, thank you to the crew you don't see.

  Moe Kay
a year ago
I took an appointment to plan my day accordingly and went for an oil change which typically takes between 30-45 minutes per Infiniti standards and refused the tire rotation and wash to save time and I ve been here for more than an hour and 45 minutes already and I had to cancel another appointment I have scheduled today because I won t make it on time now. Very frustrated and annoyed with this service. But Cornelius was kind enough to bring it out from the service centre as soon as it was done.

  Chandrashekar A
2 years ago
No accountability and terrible customer experience : I have been getting my car servicing done at this place for past 4 years. Recently I had an issue with one of my tires and also the tire pressure sensor. I made an appointment on Saturday 07/10 to get this issue fixed.I had to wait for 4 hours for them to inspect and repair the issue but they ended up giving me the car in the same condition as before repair. They didn t include full service details in the report too. My warranty was about to expire in the next 3 days and I have to pay out of pocket for any services after the expiration date. These guys intentionally did not fix the sensors and include the problem in report as they would have to provide an additional 12 month warranty on the fixed sensors.Since the servicing center closes early on Saturdays I had to rush to the service again on a working day, driving 1 hour because my basic warranty was about to expire that day and they told me I have to pay for the service even though it was their fault for bad service and not including details on the report.This is totally unacceptable since they are trying to exploit the customers. I have paid extra for all the additional warranty and still they have been trying to avoid doing the basic services. They have never given me a loaner vehicle even though I booked the service in advance. Since I had no other option I had to go to this place for 4 years even though it is an hour drive from my home.I ended up selling my vehicle because I was tired of getting my car serviced here. They didn t give a report for the last service because they will be accountable for the service for 1 year. The folks working here should be more accountable. This is one of the worst customer service experiences I ever had. I would ask people to avoid this place if they can.

  Thom Hogan
a year ago
Layann Haidous recently helped me purchase a truck. This dealership and their employees definitely care about their customers! From greeting at the door to the finance process the entire experience was fast and painless. I would definitely recommend this dealership and definitely recommend Layann as a sales representative! She was very knowledgeable, not pushy and made the experience a pleasure. I would absolutely recommend this dealership!

  Ivan
a year ago
Cornelius is fantastic! Very personable and puts the customers first. I ve brought my 2018 Q50 in multiple times and the same issue keeps happening unfortunately, but Cornelius has been great with assisting me and hopefully we ll have this issue resolved soon.

  Charles Saadiq
4 years ago
Robert Kelly in the Service Department was a pleasure to work with. He provided a loaner car that was extremely clean and I would consider when my current lease matures. Service was done on time and my truck was returned washed & vacuumed. Layann and Richard made sure everything was to my satisfaction before I drove off. I appreciate the excellent customer service!