Infiniti of Naperville

This dealership is brutal. I bought my vehicle there and paid extra for a remote start. I paid a lot more than normal for a remote start, but I wanted it done by the dealer and done right so I didn’t have problems down the road. Well, the dealer used a third party vendor to do the work without telling me (although i paid the dealer and have a receipt from the dealer) and it’s been a nightmare ever since. After having to bring the car in at least two dozen times to have work done with this remote start, I basically gave up and accepted it would never work right. The much bigger issue though, is the extensive work done in conjunction with this remote start basically destroyed the electrical system of my vehicle, and it has not started since May 4– 45 days ago. I have the vehicle at a different Infiniti dealer who has been running all sorts of tests and diagnostics to pinpoint what the problem is. The car is such a mess that it has taken weeks for them to get to the bottom of the exact problem. This other dealer is appalled that the electrical system was in the condition it was and they are appalled that Infiniti of Naperville refuses to step up and take responsibility for the problems they caused. I guess that’s just business as usual at Infiniti of Naperville. I’ve spoken to everyone there from the General Manager on down and they all have the same message — go pound sand.
There are so many other Infiniti dealers out there. If you want to avoid headaches and dreadful service, please choose a different dealer. Trust me. You’ll thank me.

Zero stars should be an option! This dealer is a disaster from the sales to the service department. I had to take my car in 6+ times for a problem that they were incapable of solving and when it’s not solved, no apologize whatsoever. You can buy cars and service at your own risks and pay for their mistakes, plus the time and hassles you will be put in to deal with their incompetence and lack of professionalism. On the last incident, after I was finally able to pick up my car after the 6+ attempts, the technician left his dirty greasy finger prints all over the interior roof. We quickly took it back for a cleanup and thought it’s over. Wait it’s not. One of their technician left someone else s keys in my car! This place is a nightmare, and it will never end…

I’ve had lots runarounds from the service department. We had two new G35 cars, one year apart. The glove box cover came loose in exactly the same way on –both– of them and they wanted 300.00+ to fix it, even though it is a clearly a mfg. defect. I took one of them elsewhere and they fixed it for 5.00! The heater never worked properly and even though I took it three times and paid them to repair it each time, it never worked for more than a few weeks. Apparently they keep doing the same thing, and billing you for it, without checking what work was performed in the past. When I call I can never reach a service person, and always leave a message. When the main office tells me they are going to connect me with a person, I get tired of waiting after 20 rings. If you take your car in for a minor repair, beware, they will try to up-​sell you by taking you into the repair shop and pointing out 10 possible defects which will cost you about 4000.00 to fix. I found a billing error and they treated it like it was a joke, no apology, nothing, just «oh sure, if you want, we will fix that overcharge.» In the future, for this brand car at least, I will only work with local, reputable shops who still understand the concept of good customer service.

I just bought a CPO 2012 G37 from this dealership last night. The experience was great! My sales guy was Joe Peters. Joe was very easy to work with and had a lot of knowledge regarding the car. I didn’t get an ounce of pressure from anyone at Infiniti to buy the car like you would at other dealerships. The process was smooth. This dealership knows what they are doing.
I would buy again from Joe Peters /​Infiniti of Naperville again.

I’ve had issues with the service department also, however 90% of the time they’ve done me right. Most recently my 2010 G37 was rear ended and after being fixed by a body shop the trunk button wasn’t working correctly, the service department corrected the connection for me at no charge. In the past they’ve buffed out scratches and dings at no charge as well.
On the downside I’ve had an issue with my A/​C stinking when its first turned on and I’ve had them check it twice and they can’t find any issues. I even had them flush the whole unit for $ 350 and that only temporarily alleviated the issue.

Terrible and super frustrated with the service department. First they quoted me over 1100 for radiator replacement which I wasn’t very happy about but since it’s important for the engine, decided to go with it. My service rep name doug stated that it would take a couple of hours and that he will call me when it is done. Later that evening I didn’t receive any calls so I called them and they told me Doug had left already and that no one can tell me where my car is or if it’s even finished. They close in about a hr and I still have not heard any news. I need my car tomorrow to go to work. Very upset with the service, I should have listened to past reviewers. Do not go here for service or repair. I am giving this place two stars because the service lady ended finding my car and stated it was done. However nobody there is able to show me what they replaced and go over the parts. If I am going to pay over 1k for radiator replacement, the least they can do is to call me when the car was done, or better yet, just do your job as a service rep correctly. Well this is it for me, after this they will not be getting anymore money from me.

We had the best tests drive ever. Adam Murczek had us get into the car but he was in the drivers seat. He explained the details of the car and all the features before we even drove. It was a great experience! I didn’t have to multitask by listening while I was driving. I had a chance to watch him and learn without distraction. The test drive was longer then at other dealers because we were learning the attributes and feel of the car. Adam took the time to make sure that the car fit us and that we fit the car. Also there was never any pressure. He explained all the details and gave us his information. When we decided to purchase our Infiniti Adam helped us through the process. We even threw him a curve ball by changing the style we wanted at the last minute. I’ve purchased many cars over the years and this was the easiest and quickest process I have experienced. The entire team at Naperville Infiniti was professional and responsive. Great job!

I have now purchased my second vehicle from Infiniti of Naperville. I have always been impressed with the quality of people, and service that this dealership delivers. Sean, my latest Sales Rep. Is top notch and recommend him and ION when you are in the market for a new vehicle. The Service Department is also exceptional.

I am completely dissatisfied with the service I received two months ago at the Naperville location. On September 9, 2015 I took my car in to get a oil change. I usually drop by on my lunch break and on this particular day I had a meeting in Naperville at 3pm. I dropped by around 2:15 and asked to get a loaner since I had to go and the service department was «backed» up. They obliged and I left within twenty minutes. I made it just in time for the meeting. I was called about several things «wrong» with my car during the initial oil change. I declined them all. When I picked my car up the next day my «service engine» light was now on and my window displayed no service sticker. It took them 20 minutes to even find my car after I paid for the oil change. I drove to the gas station a few blocks away and upon pulling in my car shut off. At this point, I was very confused. I called the location back immediately explaining everything I just mentioned. I was asked to come back so that they could rectify the problem. After waiting 45 minutes my service engine light was off, there was a sticker in my window and I was leaving for the day. I even mentioned these things in the customer experience survey that was emailed to me. Now, we are two months from the date of the oil change and my oil change light is on AGAIN! I am a month and a half away from the date displayed on the sticker and about 2,500 miles away from mileage on the sticker. I’m not sure what they did to my car when I got the oil change in September but I will never step foot in that place again. I love the people but I won’t give anymore money to the service department.

This review is solely for the Service Department (or Lack of Service Department). The lousy service I receive from this area makes me doubt I will ever buy an Infiniti again. We have owned several Lexus and an Acura and they all have superior Service Depts. Every time I come in for a car wash the wait is 30+ minutes and I get the same story, «we just had a rush of cars come in». Funny I have tried at various times of the day and week and seem to get the same excuse, never had the problem at Acura (always got a nice quick wash and out the door). This time it was an oil change and the wait was over 90 minutes, how can Jiffy Lube do it in 20 minutes?
If you buy a car here, be ready for excuses and frustration, and very little service.

I purchased a cpo 2013 Infiniti g37x. Make sure to inquire about rates up front, before agreeing to purchase your next car from Infiniti of Naperville. Finance manager offered a 5.00 percent rate with my 770 credit score. When I was hesitant, he pulled out his binder and then provided a 2.4 cpo rate. I’m a banker and this wasn’t acceptable and certainly not a comfortable conversation!

BEWARE… SERVICE DEPARTMENT IS A SCAM!!!
I thought I had a slow leak with my radiator hose on my 2007 G35x. I wanted a quote from Infiniti. So the service guy was really nice, brought me into the garage, showed me the hose which was supposedly leaking, a torn CV boot (not a big deal, common with age), said it needed an alignment, maybe a new rack and pinion, and I had suggested I also wanted the transmission fluid and differential fluid exchanged.
Well about 30 minutes later he quotes me at… ready for this…$ 6k. I thought it was a joke. $ 600 for a damn fluid exchange…3k for rack and pinion, $ 900 for a radiator hose replacement, $ 1k for CV boot, and etc… are you freaking kidding me? It’s not a Ferrari! They must get away with stealing from non-​confrontational people everyday. Well it didn’t work with me. I knew they were in another solar system.
I told him I would not be using them for anything and told him to bring my car back around. He then had the audacity to recommend I look at buying a new car due to the amount of repairs my car needed. I told him my car needs some routine maintenance and drives great and probably has another 75k miles to go before I even think about buying another vehicle.
I will never go there again and would not recommend this stealership to my worst enemy.
I called another reputable mechanic in the area and he said Infiniti of Naperville was giving me a royal flush up the you know what. A week later I brought my car to the other mechanic. He said it’d be $ 150. I was perplexed! I asked him why it was so cheap? He said I didn’t need almost all the things Infiniti of Naperville had suggested I replace.
I had to share this review so other people know the type of business Infiniti of Naperville is conducting.

My wife and I bought a certified JX35 and traded in 2008 QX56. Our experience with Randy Chin was unlike what I have come to expect from car salesmen. Randy worked with my wife and I to evaluate vehicles that the dealership had available with no pressure. He was well informed on features and the market place. Randy was also very transparent regarding what he could do on trade-​in and sales price. Both were fair offers in my opinion. Randy seemed more concerned with my satisfaction than with his sale. The dealership has a number of added offerings for consideration as well. e.g., Lifetime oil changes. I have had my cars serviced here before which has been great but this was my first purchase. After the sale was complete, Dallas was very thorough in providing a vehicle overview.

I don’t enjoy buying cars and avoid it by keeping mine until the wheels fall off. Don’t get me wrong, I love cars just not the buying process. But I digress.
My son was buying a car and asked me to join him as he shopped. I suggested Infinity as an option along with the BMW, Audi and Mercedes he wanted to check out. Our first stop was at Infinity of Naperville where we were warmly greeted by Adam Murczek as we looked at the showroom vehicles. Adam sat down with us and listened to my son explain what he was looking for in his new car.
All through the process Adam was very professional and was more focused on helping my son find what he wanted and not push him into something for a sale. We told him the other cars we were going to compare and he told us some of the differences we would find and he was right. The 2013 G37x my son bought was the exact car he was looking for after all. Even after checking out the new Q50.
Of all the dealerships we visited we were treated with more respect and sincerity here than anywhere else. Too many other luxury dealers treated my son as if his business was not important since he’s in his 20’s.
Well guess what BMW, Audi and Mercedes? When my wife needs her new car I will definitely visit Adam and work with him. Even Ray in the finance office was easy to deal with. Overall a painless and professional experience. Thanks guys!

John Schultz was great to work with. He is very professional and efficient. The overall experience went smoothly and I would definitely work with John again.

I visited the Clarendon Hills location to test drive a car listed on its website, a qx60. I was greeted by sales man Dave. We talked and walked around the lot in the pouring raining looking at several cars. There was no pressure, and even when it was clear none of the cars on the lot met my criteria (color, mileage, year, etc.) he took down my preferences and said that he would look around for me. I bought a car at another dealer, but If the service Dave gave me is any indication of the level of professionalism and dedication of the dealership, I will definitely make the Naperville /​Clarendon Hills locations my spots to keep my car in tip top shape.

I worked with Adam Murczek. At no time did I feel pressured from Adam. He was knowledgeable, professional and very patient. He made it easy and stress free. Best car buying experience!

THIS REVIEW IS FOR THE SERVICE DEPARTMENT ONLY. Their sales department is fine, actually, better than most with a low pressure, more consultative approach. Also, Infiniti cars are spectacular and I would buy another one in a heartbeat! However, if your car is out of warranty, I would not recommend Infiniti of Naperville for service and repair. My service advisor was very knowledgeable, courteous and helpful. However, the cost for repairs was outrageous! I was quoted nearly $ 2,600 for brake work! Firestone did the same work for just over $ 900, and that also came with a lifetime warranty on pads, rotors and calipers, including labor! Luckily, my M35 is such a well built, reliable car I haven’t had to spend much on repairs over the years.

Great car buying experience. Very relaxed atmosphere. You don’t feel the «pressure» of buying a car. We worked with Randy Chin, who was very knowledgeable and friendly. He strived to meet most of our demands. One of the better car buying experience… Didn’t have any of the «typical» car dealer atmosphere.

The service here is spectacular!!! Not only was buying a car from Bob Kozar easy (more on that), I LOVE to come here to get the car washed.
Everyone in service is SUPER FRIENDLY, a wash takes 20 – 25 min, car is vacuumed and clean, and waiting area is very nice.
They exceed my expectations every single time!

I took my car for service and again I was blown away by such great customer service! Hilary Owens was a sincere happy person who loves what she does and treated me like I owned the place! She went above and beyond and this was just a regular service oil change and tire rotation! I wasn’t looking to buy a new car! Amazed at the great service! Her and Bob– I’m now a lifelong customer of Naperville Infiniti

Hilary is the best! She is consistently professional, enthusiastic, accommodating and aims to please.
She should be the «Model «of how all Service Professionals should treat their Clients with Top Notch Customer Service at its best!
Thanks Hilary!
Heather

Received an invitation from Infiniti Financial saying that now may be a good time to go into a new lease. So here’s how this unprofessional dealership treated my husband and I… We were greeted immediately by a salesperson, we asked for Steve Johnson (he gave my husband a brochure a few months back on QX70S). He came and greeted us. Told him we received an invitation from Infiniti Financial and was wondering if it was a good time to turn in our FX 35 for QX70S. He went to see his Sales Manager and worked out some numbers. Came back and said that it was only $ 62.00 more per month for the demo QX70 that was in the showroom. Steve Johnson walked away from us and into the Business Managers office and left us there without even excusing himself.
When he returned, my husband said that you must have misunderstood, we are inquiring about the QX70S not QX70. To our surprise, and mind you this is a salesperson who I believe is on commission (Steve Johnson) said that Infiniti no longer makes the QX70S. Really, it is on Infiniti’s website and this same salesperson was the one who gave my husband the brochure on the QX70S a few months back, and to top that off, there was a QX70S in the showroom a few months back as well.
This story gets better… Steve Camp (GM) said that he never even heard of a QX70S. Then this other guy in the office (Micah) chimes in with his nonsense saying you mean the 5.0, they don’t make it anymore. When I told them it shows that a California Infiniti dealership has it, Mr. GM (Steve Camp) saids well that’s West.
Seriously, this is how you treat a repeat customer. Not once did Steve Johnson nor
offer to locate the QX70S. Instead the both of them simply just lied to us that Infiniti no longer makes this vehicle. I’m not a car salesperson and I can tell you the name has just been changed in 2014 to QX70S from FX50.
Believe me, I will take this up to the corporate level and will suggest that anyone looking for an Infiniti to travel a little further and get the service that you deserve and not get mistreated by Steve Camp (GM) and his team.
If there was a no star option… this dealership will fall into the no star category!

Buying a car should be a fun experience. The people at Infiniti of Naperville made it fun.
From the start when I reached out online they were professional I knew I wanted to do business with them.
When I went into the dealership they gave me the information and numbers and let me make the decision. There was no pressure whatsoever.
The obviously want to sell cars, that’s what business they’re in, but these guys were different. The let you make the decisions based on your income.
Seriously, nothing but good things to say for everyone there. I can’t wait to go back for my first car wash to thank them again.