INFINITI of West Chester

by Tony on 01/10/2023

West Chester Infinity Tony dropped off his Q50 off at Infinity of West Chester to check why it sounded the way it did in November 2022. We bought the vehicle in May at CarIndex May 2022 and in October 2022 it stopped running. It turns out that it needed a engine and Infinity of West Chester dragged their feet so long that manufacturer warranty expired on December 31,2022. We left the vehicle for almost 2 months at Infinity. The car cost almost $30,000 and only driven it for 5 months. What’s the use in having a manufacturer warranty that won’t fixed the car because they want the record of the vehicle before we bought it. How can that be?? The warranty should have covered it! It shouldn’t matter since there’s a warranty on it. Which customer have records of a vehicle that they didn’t have other than carfax report when a customer purchased it. Don’t think we’re just going to let this go. I’m going to have KYW /Channel 6 investigated report take this one. Then my attorney.

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by Raul S on 11/12/2021

Where do I begin to explain the exceptional customer service that my wife and I had received recently from this Infiniti dealership in West Chester Pennsylvania. This Infiniti dealership by far I would highly recommend to anybody looking to have a phenomenal experience from start to finish. My wife and l came from Long Island, NY which is a 4 hour drive for a specific vehicle that they had there on there car lot with a wide selection of Infiniti vehicles. From the beginning when we had spoken to the General Sales Manager Mark Cantino over the phone he had made us feel comfortable right from the start. Then Luis Moreno our Sales Consultant that continued to assist us in every way was incredible as well. When we had arrived to the dealership another  sales consultant greeted us as soon as we walked in asking if we would like something to drink as we wait as well as a women from the management team greeted us and was getting our paper work ready. This sale team all worked well together and every single staff member was beyond professional there. Paul M. Faralli  the Finance Manager helped us through the necessary financial portion of the sale and was very clear with every thing. We had felt they weren’t just there for a sale they were there to help us through the necessary steps on completed our car purchase. Luis Moreno our Sales Consultant had called that following morning to make sure we made it home safe and had asked how our ride was coming back home. This Infiniti dealership also showed that they cared about us as well. The experience was well worth the 4 hour drive. We have dealt with other Infiniti dealerships else where and by far we highly recommend going to this Infiniti location and experiencing phenomenal customer service and Incredible management with exceptional sales team. Thank you all at Infiniti of West Chester for being such an exceptional sales team.

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by Patty202 on 09/06/2017

This is our third Infiniti purchased at Infiniti of West Chester. I just bought a QX60. Not only do I love the car, the sales experience was very positive. Darrin Hill employed the right mix of availability and space to consider our options. He has followed up and made himself available for any questions or concerns. Although we won't need another vehicle for some time, I'd definitely make the trip to West Chester.

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by Linda3030 on 04/28/2017

The financing of a car ia a new process for me and very confusing. As I was confused and asking many questions the Manager John took over the transaction explaining everything and at the risk of losing the deal agreed that the deal was not for me. I walked away confident that there are trustworty people in the sales business. Grateful

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by Shane752 on 01/26/2017

Bought a 2008 g37s the clutch head gasket and solenoids all went with in 3 months of ownership and they try to claim they knew nothing about it, highly tempted to persue litigation but I don't want someone to loose their job.

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by Snake_Oil_101 on 01/03/2017

I didn't think I would have to deal with scummy sales tactics at a "higher-end" dealer, but these guys fit the bill. Was told about special deal on a QX80. Drove over an hour to buy. Arrived to over an hour of games with the sales rep running to the manager who eventually came to tell me, "Oh, those sold like hotcakes, we are all out of that vehicle." Despite the sales person promising they had 3 of them one day prior.

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by jshahadi5 on 11/07/2016

I recently purchased a vehicle from Infiniti of West Chester and was very pleased with the overall experience. The staff was prompt, friendly, and extremely knowledgeable. I dealt with Darrin Hill throughout the entire process and he was thorough and continues to follow up with me to this day. The vehicle was a 2011 Range Rover, beautiful inside and out, and purchased as is with no warranty. Less than a month after purchasing the vehicle I encountered a problem and was told to bring the vehicle back and it would be looked at. On the way to the dealership the vehicle let me down and Darrin advised they could offer me a loaner if needed while the repairs were done. Through phone and email I was updated on the status regularly and they were always available if needed and promptly responded, even after hours when the dealership was closed. Even though the vehicle was as is with no warranty, the dealership and Darrin stood behind the purchase and covered the cost of the repair. I received a letter from them shortly after purchase stating that satisfaction is their goal and I can testify to this. The entire process including the facility, staff, loan process, follow up, and standing behind their sales was great and I would definitely recommend them to friends and family interested in purchasing a vehicle, new or used. Thank you for everything that was done to make this a great experience.

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by Frank_Calletta on 08/18/2016

From the time we met Darrin our salesman he was extremely knowledgeable and courteous. Once we made the decision to purchase a car, the team members which included, the sales manager and finance representative were extremely competent and made us feel comfortable with the entire buying experience.

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by Robertj291 on 08/11/2016

Bought a 1 year old QX50 on 8-6. Rob, the sales guy, was ok. However, the sticker did not reflect prep charge and the usual "etch" charge. I could live with that. I was paying cash, but Paul the fianance guy said he had a special "no interest" deal and would give free oil changes for life. Said "ok", but checked with Citadel 5 days later. They said this was not true. I sent them a check immediately and paid it off including 10 days worth of interest. Beware of this dealer. We are in our 70's, so I guess we were considered fair game.

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by AmyinExton on 08/03/2016

Infiniti of West Chester has been a very good dealership in terms of customer service, sales and ongoing maintenance of my cars for the past 12 years. I just purchased my 5th car from them and they were exceptional with ensuring I received appropriate value for my trade in, the best financing for my situation and the optimal maintenance package for my needs. The sales men were particularly wonderful - following up on my needs even after the purchase. HIGHLY recommend this great dealership!!!

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by jubberb on 03/31/2016

Went to look at a car that was advertised online. Drove 50 miles to buy the car. When I got there, all of a sudden there was an $850 “Dealer Prep Fee” on top of the price that was advertised! There was NO MENTION OF THIS FEE IN THE ON-LINE PRICE! Made a deal contingent upon their service department resurfacing rotors and replacing all brake pads. Then I was told that all cars that are not Certified Owned are sold “as-is with no warranty” – not even 90 days, NOTHING!!!! Fought with the used car manager and bought a 3-year warranty (bought). PU’ed the car the next day. Detailing on the car was terrible. Took the car into my mechanic for its first oil change and the front rotors were resurfaced and the front brake pads were replaced, BUT THE REARS WERE NOT! Cost me $400 to get that done. This is an Infiniti dealership but I felt like I was buying at a small used car lot from a TYPICAL USED CAR SALESMAN. Only reason I bought the car was it was rare. I would NOT buy from them again nor would I recommend them to anyone else. They just don’t care! They lost a customer for life on my deal!

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by pierre_1 on 12/21/2015

I went to West Chester Infiniti for a car to replace my car, which had been totaled in an accident. On the night I went in and test-drove the Infiniti I eventually bought: 1) the salesman, Steve C., acknowledged he heard the grinding noise I heard, and said he would have the mechanics check it out; 2) he didn't show me the engine; 3) when I said I wanted to have my mechanic check out the car, he discouraged me from doing so, saying that W.C. Inifiniti's mechanics had already checked it out, and that any problems would be listed on the sheet he showed me; 4) the salesman said the previous owner had taken immaculate care of the car as if he knew the owner and his habits personally; 5) he said the car would hold good resale value despite its high mileage, and that I could refinance the loan later; 6) John F., the sales manager, personally gave me his card and told me that although the car was not certified, if I found a problem within a short time to let him know and he would "do the right thing" and not let me get stuck with a bad deal. Within 2 weeks of taking possession I discovered, in contrast to the above: 1) the noise was being caused by a damaged catalytic converter, as W.C. Infiniti's mechanics finally confirmed, but they did not fix the problem; 2) the engine is extremely corroded and rusted, and will depress resale value; 3) it is supposedly W.C. Infiniti's policy to encourage prospective buyers to take cars to their own mechanics before purchase--not discourage them, as in fact happened in my case--and there are many problems with my car that their mechanics' report did not show, including: •damaged, noisy catalytic converter •badly corroded engine •broken transmission shifter •non-functioning steering-wheel-mounted controls for cruise control and audio system •non-functioning clock light •steering-wheel bezel which had apparently been touched up to conceal wear 4) the service record does not show the previous service at W.C. Infiniti the saleman had claimed, so he clearly didn't know the owner or his car-care habits; 5) I had difficulty refinancing the (expensive) loan because of the mileage and because the car was already $500 underwater--meaning that with my $2,000 downpayment, the sales price was $2,500 over market value before factoring in its many faults; 6) in partial fulfillment of the sales manager's pledge to keep me from getting stuck with undisclosed defects present at the time of sale, the manager authorized the repair of the transmission shifter, cruise control and audio controls, but the other problems remained unfixed. When I reminded sales manager John F. of the need to complete repairs, including the important replacement of the damaged catalytic converter, he said he would get back to me, and repeated he would "do the right thing," but failed to return my follow up phone calls and email messages. To avoid salesman's misrepresentations, deceptive mechanics' reports, concealment of defects, exorbitant mark-ups, high interest rates, and non-communication after sale, avoid West Chester Infiniti.

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by bsisman on 11/14/2014

It was my first lease, I was naive, inexperienced, and eager to get into my first ever new car. The dealership took advantage of this fact and I ended up in a lease that I have since come to discover is WAY over what anyone else pays. Add to this the low value they gave me on my trade-in, the lackluster quality of service (I went to Sewell in North Houston once and was blown away by how much better I was treated), and the inability to EVER get in touch with people outside of the service/sales group and you have one very irate customer. The most recent debacle with these guys is that my bill has gone up $70/month (on a lease which should, as far as I am aware, have fixed terms). I can't get a hold of ANYONE to speak to me (one hour on hold with IFS, straight to voicemail with West Houston's finance department, the chat representative through their online support gave me the run around and said "we'll get back to you at some point". Do NOT do business with these people.

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by USMC1988 on 07/30/2014

After signing final purchase agreement for price of $14000 on a 2005 BMW X5, I took it into Bavarian Specialties for a Pre-Purchase Inspection (PPI). This was agreed upon as condition of agreement before taking final delivery as was the repair of any found issues. PPI found leaking P/S Coolant Hose and costly sunroof problem. After Infiniti, Bimmerworks, and Otto's BMW all checked out vehicle, I was handed new price of $16150 to cover cost of repairs. This was not agreed upon. I was denied sale of vehicle, even after offering new price of $15000. The vehicle now lists for $16889 on Infiniti's website. I had USAA approved loan with warranty ready to be executed. All this because they want too much money. I hope Joe B knows that his GM is providing very sub par customer service and extorting his clients. This is coming from a disgusted USMC veteran. Better luck to the next customer...

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by AscariA10 on 01/14/2013

Great all around experience with this dealership. Sean was patient, personable, enthusiastic and knowledgeable. He took his time and did not pressure us. His sales manager, Jake W. followed up (he had been our first contact several months before). They gave us an awesome deal and delivered the car several hours later.

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by nick1017 on 04/20/2012

I'm living out of state and found the car I wanted online. I was skeptical at first because I had to put down a deposit and take a risk with a one way plane ticket to PA. So glad I did! Mark was great, professional and organized. He picked me up at the airport and bought me a philly cheese steak! At the dealership they were ready for the test drive and even a Starbucks coffee as soon as I got there. I was in a hurry and Mark got me on the road with my new Chevy in about 20 minutes. Such a great experience! Thanks to everyone at Infinity West Chester! When it's time for my next car I will be back!

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by rugosports on 03/16/2012

Allcar sales professionals take the time to really try to understand how much you want the car that you picked out. Mark Cantino did a great job in trying to work with me.. He knew how much I wanted the car and worked with Management to try and get me a price that worked for all. As a result, after a series of negoiations I got the car that I wanted. I purschaed a car from West Chester 3 months prior for my son and was back there when I needed to replace my car. As a result as stated 2 vehicles purchased in 3 months. I would certainly reccomend West Chester Infiniti to friends and family. Both buying experiences has been a great , both with the dealership and the car. --------------------------------------------------------------------------------

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by melsh1 on 11/02/2011

Infiniti of West Chester is by far the best car buying experience I have ever had. I got the most unbelievable deal on a used Subaru Legacy and the whole team I worked with there were very informative throughout the process.

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by jsf117 on 02/07/2009

In this economy one would think that customer service is at the tops of a car dealers list. Things are so bad that Nissan has gone to the Japanese government for bailout money. This has obviously not trickled down to West Chester Infiniti. Working through Mark Cantina, I identified a M35 which I thought was an appropriate vehicle for my family. After several visits to the dealer I put 500.00 down to secure the vehicle. Upon taking delivery of the vehicle it appeared that Infiniti of WC did not do what I had asked including fully detailing the car. Upon review of the vehicle there were rust at the passenger rear door, a paint crack in the interior of the driver door, paint bubbles on the rear, where the fender met the corner panel there was paint pealing. At that time I stated what is this? Mark then stated - it is a 3 year old car? I asked Mark directly whether this car was painted -- Not by us? My response - considering that you have Bush autobody just next door, I am suspicious of this vehicle. Net/Net -- I stepped away from the sale of the vehicle that was 2 weeks ago, and I am still waiting for a check to be cut by Kevin for $500.00 (who is the new sales manager -- Ronnie the previous sales manager has been "letgo") WC Infiniti cashed my check without having the sale complete and that was inappropriate. I have called Kevin 5 times now and I will continue to call everyday until I get my money!!!!! In closing have your guard up on this dealership, you can dress things up, serve you coffee in a Starbucks coffee cup, ect but they are still used car dealers completely looking after their own self interests not the customer.

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by wythany on 06/09/2008

Bought my M35x in August '06. I've had the oil changed every 3500 miles as recommended, and had a "special visit" because of a very odd high-rev issue when the car is going downhill with foot off accelerator. (I'm not alone; have read about this on these forums.) I now have 30,000 miles and have just returned from that maintenance appointment. This dealership probably performs all the routine maintenance properly. And the ambience is lovely -- coffee, Internet service, nice waiting room, free paper (tho recently the really crappy local paper instead of USA Today). It's just what you'd expect when you spend close to $50K for a car. But there's usually some glitch that completely spoils the experience! First service: I said I'd wait for the oil change, though they do offer a loaner. When I arrived, I was informed I also needed a recall repair. (No mention when I made the appt.) I couldn't wait an extra hour so said I'd come back someday for both. No, that was not acceptable. So I said sorry, if I couldn't reschedule I'd need a loaner. Got one, but the hassle and the "atty-tood" of the service writer was unacceptable. When I had the weird revving problem, I have to say, they responded on the spot to my call from the road, gave me a loaner, and asked to keep my car overnight to have someone drive it 50 miles or so from dealership to home and back. OK, fine. When my car was returned, the back seat had dirt and sand on the floor AND on the leather seats. The service mgr. had transported his kid to & from a baseball game, there was a minor injury and an emergency room visit. OK, a panic situation. But next day, when I picked up my car, no one had bothered to clean out the back seat. I would *NEVER* return one of their cars in that condition. (I did get a very nice cleaning, but I had to complain and ask for it.) Next service, my husband took the car in for an 8:15 appointment. He sat in the waiting room till 9 before someone came to check him in and provide the keys to the loaner. What's the point of an appointment? This past Friday, I took my car in at 9, got the loaner immediately. They called mid-day, recommending the transmission fluid flush, another 200 bucks. (Why isn't this part of the Infiniti checklist? I don't know, but I agreed.) Meantime, new policy, I paid $10 for gas for the loaner -- not such a deal when you drive maybe 30 miles all day in their car. At 3, the service writer called to say my car was finished and it just needed to be washed. (Another very nice touch -- car's shiny when you pick it up.) I said I'd try to be there by 4. Got there at 4:20, car hadn't been washed. At 4:50, it was finally ready. Why wasn't it ready when I got there? Nobody knows. This dealership goes through all the motions -- nice ambience, all the special little touches. But in the end, they do not perform. I had a "near luxury" car before this, and the service area was nowhere near as nice. But by gosh, when they said my car would be ready, it was ready. They didn't offer loaners but always took me home and picked me up when they said they would. I paid 35% more for this Infiniti -- which is actually a pretty decent car -- but I will NEVER buy another Inifniti if this dealer is still the only one within a reasonable distance. Buyer beware: purchase a car here only if you have a better alternative location for service.

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