BAD DEALER = Riverside Infiniti (aka Cerritos Infiniti)
I've held my tongue long enough. I just want to say that the experience I had a Riverside vs. Tustin was like night and day.

I took my sedan in to Riverside last June to get the sunroof fixed (it stopped closing), trunk lid aligned and stop all the squeaks.

Originally, I was told, no problem - bring it in. When I brought it in, I forgot to bring the shade with me, but was told not to worry about it. A couple of days go by and I call them to see what's up. My service writer is out sick/hurt, so nobody knows. I get treated like a child by the receptionist when I call. She knows exactly who I am and why I am calling, but she requires me to explain the story every time and has the same dang problem looking me up in the computer (every morning and evening). No phone calls are never returned by the service dept.

After a week, I finally get someone in service and am told ... how can they repair my sunroof without looking at the old shade first?! So I bring it down the next day. And then I have to answer questions as to the state of my sunroof all over again. Even Tery's buddy who works down there was scratching his head as to why my G was still there after more than a week.

I am told that they will have fixed by the next day. Next day, no car - no contact, no returned calls. Three days later I call to get status. The rails they need for the sunroof are on backorder.."what can I say, it can be a day or a month... do you want your car back?" <--- words from svc manager.

So I took the car...trunk was aligned (after much debating over why they should be doing that for me), but the squeaks were not fixed and the sunroof would now not open at all. They kept my G for almost 2 weeks, in which I had to pay 2 days in a Hertz rental car they provided (to be fair they covered the rest of the time).

So that leaves us at the end of July... no calls, no parts, no contact. I advise them that I am leaving for China for a month. They could care less. When I get back, they can't find any service records or part orders. After waiting on hold (I am not about to hang up after getting a live body, even if they tend to hang up on when "transferring") I am told by the parts guys that he found my record, but finds no part order history. The service guy quickly back paddles and says something to the effect that they probably returned the part because they cold not contact me. (Guess how many voicemails I got on the subject... zero)

So they say they'll reorder it. Come mid-september I get a call while traveling on business in Charlotte North Carolina. Hi Ted, your part is in. You have 3 days to get in here or we're sending it back.

I am in North Carolina!!! I advise them I won't be back before the weekend.

They sent the part back anyway. This time, I did not call them back.

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MOD FRIENDLY / GOOD DEALER = Tustin

Called Tustin just before Christmas. Hi Heri / Rick, I need to bring my baby in for some TLC... 15k service, brakes, squeaks, and this nasty little sunroof issue.

No problem! BTW, is there anything else we can do for you?

Ya, can you check my diff to see if it needs servicing and can I get my tranny flashed to the latest program.

No Problem Ted! Here are the keys to your loaner G sedan & meet Kevin, he's your technician.

Hi Kevin, BTW... i have a racing radiator I need installed, do you think you'd have time to...

NO PROBLEM TED!

I have a 350z tstat I need installed while you're at it.

NO PROBLEM TED! .. BTW, you should get your ECU reprogrammed if you are changing the tstat... Nice ride, I've got some ideas for you, let's head back to my service bay with your ride....

Guess who's technician got the case of Sam Adam samplers for Christmas?
Guess who's technician gave me his cell # in the event I have any questions?
Guess who's technician is the only Infiniti Tech I'll let touch my ride now?

Moral of the story... Customer Service can be had at Tustin, not at Riverside.

So, if you are in SoCal and need a dealer/service dept that won't treat you like an FBI's most wanted, but rather a customer, give Heri or Rick a call and make sure you as for Kevin as your tech.

Cheers, ted

 

One quick item... some folks know that I have hit up Tustin and Riverside Infiniti both to become "performance dealerships", and recognize the SCGOA for discounts etc...

I have even hit them up for sponsoring Team Transport.

At this time, Riverside declined fully. However, Tustin has never gotten back to me, since they have gone thru 3 service managers in the last year or so. I plan to meet with the new guy soon.

This part of the story has no bearing on my story or feeling towards Riverside.

Customer service is customer service. Not returning phone calls is bad news.

Riverside should learn that there are two types of customers:
----> Customers, and No Customers.

-T

 

Sup Ted, how have you been?
Isn't Tustin so kick ***? Tom Kiernan is a great guy. I gave him a heads up of all the mods the I'm planning on and asked if this was going to pose a problem. He just looked at me and shook his head like that I was being silly for even asking about such a thing.
Tustin Infiniti rawks!

 

Hey Ted,
I got the same run around from Riverside on my a tranny issue that I had.
But what I did was not return their calls for a few days and took the loaner sedan to vegas and arizona.
Dont return my calls.. then I wont return yours

 

ha.. they stuck me in a hertz rent-a-car that I had to sign for... wound up paying for a couple of days too!

Another point for Tustin.. they have their own loaners! (actually, 43 of them)

-T

 

I was reffered to Tustin by my buddy(Ford fleet sales manger) I had the deal worked out before even driving to the place.....GERAT bunch of guys.

I can talk to my buddy and see if he can talk directly with the Gm regarding the sponsorship or what ever it is.

 

The GM at Tustin is Bob Johnson, tell them Donny sent you.
p.s.
Make sure to tell him that you're a huge Raider's fan. You'll know what I'm talking about when you see his office.

Yes, Ted I've been doing well.

 

I know that Paul, the last SM had already presented my proposal to the GM, who was inclined to accept it, but the meeting never happened.

And yes, I too bought my car from Tustin and had my paperwork prepped before i got there. In and out in about an hour.

Thanks to any that can help on the sponsorships (SCGOA or transport ) !

Riverside still sucks.