Michael Walker

Review of Ray Catena Infiniti

Ray Catena Infiniti offers the worst customer serv...

Ray Catena Infiniti offers the worst customer service for inifiniti in the state of New Jersey. I purchased my 14 q50 certified ore owned in 2015. Since I ve owned the vehicle I have had 2 wheel speed sensor go which is a common issue understood in the Infiniti Q50 community. However when this happens your car tells you to consult the manual. The manual says to not drive the vehicle and get it towed to your nearest dealership for service . I was told by Andrew in the service department that it is ok to drive the vehicle in this condition even though the car says to refer to the manual and the manual says do not drive the vehicle. He also informed me that the dealership is booked for 3 weeks and I can try and drop it off but they cannot promise it will be done . They could not offer a loaner and told me I would have to rent a car at my own expense. After driving my car the wheels started to lock around turns and tech noted this is due to the faulty speed sensor. I then get the vehicle towed to a dealership in summit Davidson they have exceptional staff and customer service . Didn t have any loaner cars available but was able to set me up with enterprise rent a car.

Ray Catena is a name who cares only about sales and building a brand. The smaller Davidson Infiniti dealership in summit is a lot more caring as they are willing to accommodate the customers at every turn through the owenership process.

Ray Catena has deplorable operations management. What dealership would completely book appointments for 3 weeks leaving no room for emergency availability to customers that have vehicles covered under warranty and vehicles that cannot be driven due to manufacturers malfunction. Due to the high booking rate of the service department must mean that Infiniti do indeed have slot of issues. Raising further questions to why I even purchased an Infiniti in the first place.

Luckily Davidson was able to accommodate me as I was planning to trade my vehicle in for BMW or Lexus of Edison just so I do not have to deal with Ray Catena any longer.

Sounds like an over exaggeration but all of my oil changes and maintenance has been done at Davidson which is over an hour from my house as Ray Catena is only 10 minutes. Yes I travel over an hour to service my vehicle just to afford the turnstile service department of Ray Catena.

I also work in cooperate operations and my ownership experience with Infiniti is so poor due to Ray Catena that I have escalated the issue to all levels of Infiniti US corporate. I know I m just 1 customer but I live in a 4 vehicle household all in the luxury segment. By far the worst experience.