Airport Infiniti Review

Took my vehicle there for service and had a terrible experience. Estimated over $7,000 of work so my warranty company needed to send out an inspector out to verify a number of issues.

Rich never called my warranty company to let them know I dropped my car off. I was literally forced to call them on three way just so he couldn t lie about calling them.

He had my vehicle for almost two weeks for a job that only took one day of work because he wanted to force me to take my car somewhere else or pay out of pocket so that can make more money on the deal.

When it was all said and done the cost of repairs were only about $2,000. He tried to fluff up and extra $5,000.

The funny part is he really tried to make me think he was doing me a favor like I didn t understand what was going on.

I wouldn t even take my car there for an oil change.

This month I had the pleasure working with Daniel Walker, he is so professional helps you understand everything. He is also so good with kids makes sure they have entertainment to make the process smoother. He worked with us to make sure we got a great deal. If your looking for a sales person make you go to him. I will forever stay with INFINITI !!!!!! Keep up the good work Daniel !!!!

These guys are AWESOME!! I especially wanna thank Brandon Grahovac, he was beyond helpful as well as Michael the finance representative. I highly recommend this place! Keep up the good work and happy holidays to you all....

This place is best quality and attention to details. James is my service guy. Thanks to all your work

Unable to rotate tires. Went for service due to % off. No difference from usual price closer
to home.

Sales person was unknowledgeable and unprofessional. Finance manager did not return phone calls after leaving 3 voice mails requesting a return call. Highly disappointed and surprised by the lack of customer service at Airport Infinity. I expected much more from a luxury car dealership.

The Team at Airport Infiniti is made up of Talented Professionals! Highly Recommend... ask For James O., he'll take great care of you.

I took my mom shopping for CPO Infiniti Q50, we were introduced to Lynne (salesperson). She listened wasn t pushy and allowed us to leave without pressure. She reached out later to see if we were still interested. I saw a fresh trade in and wanted to see if they wanted to make a deal. I contacted Lynne again she was polite and not pushy. I took my mom back to the dealership and was able to get the deal done. Lynne is a rock star. She was patient and knowledgeable. Daniel was pretty cool too, he helped to make the numbers work. My mom got her wish (heated seats). The car was spotless and detailed by an awesome employee named Jason. He even gave me a few tips on what to do when we needed to clean the car later. Overall my mom was happy with her purchase so that make me happy I steered her to Infiniti. Thanks again Lynne s!

Had a great experience purchasing a QX60 from Dan Walker. Very informative and process went quickly.

The staff is very friendly and accommodating, however, the last two times I ve had my car serviced I ve had to return immediately for a problem. This is time consuming and frustrating.

Rich Jeffrey always gives me first class service. He explains the issues well and gets me in and out of there in a timely fashion.

James O. in the service department was more than outstanding in helping me with my key fob issue. He kept me up to date throughout the process and was responsive to all of my questions.

Rich in service was phenomenal 10/10 would come back

I love this dealership! Way better than the one in Beachwood with friendlier employees! The service department is excellent, Rich is my favorite!

Had my SUV in for air conditioning not working in July they called and told me the problem was my line was leaking in the rear air to the 3rd row seats I had option A which was to replace ac lines at a price of 4,000 or option B to cut line and cap it off so I would only have air in front at 1,000 I choose option B so they did the work picked up vehicle had it 2 weeks air did not work again! Had it in on August 1 st for them to see what was wrong and I was told the line needed cut more that it was rusty and recap it! Had it back a week and a half air not working! Just had it in again for the third time on Sept 28 first available appt and now I'm told it's the condenser and it would be over 1,000 more to replace this with no guarantee ! If I was told this in first place I would not have fixed the air conditioning at a cost like this! Supposedly I have a year guarantee for my air to work and I have no air and they have my money for something that is not fixed! Would not recommend this dealership to fix your vehicle unless you are ready to get taken advantage of!
It was not 2 months it was 2 weeks each time it was out! It's funny how the response says it's from the owner but it sure sounds like Steve talking to me through response! When you originally did the diagnoses I asked you you checked everything out before I made the lesser commitment and you said yes but I don't think it was! Either way you got your money! The past service record doesn't mean anything! Yes I bought vehicle used yes it is 10 years old but that has nothing to do with your service to it!

Rich in service has gone out of his way to ensure I am satisfied with service on my vehicle. He has made a tremendous difference in my experience at the dealership. Highly recommend Rich for your service needs.

One of the reasons why we chose Airport Infiniti is due to the service department. We've had our QX80 serviced there since 2017 and have been impressed. We decided to buy our last car from Airport and were very happy with this experience too. Marcus, Matt, and Josephine worked together as a team to make the purchase as smooth as possible. We bought our Infiniti Q50 Red Sport a few days ago and LOVE the car. The dealership was wonderful to work with. We will continue to be loyal customers.

Slick sales people. Poor professionalism. I waited over 30 minutes just to test drive a vehicle. When I did sign a lease half the paperwork was wrong or incomplete. I won't lease again through here.

All of ours issues were addressed promptly and Infiniti went above and beyond and provided us with a loaner during the wait. Great group to work with and will always be a part of our family. Thank You!

Excellent service. Kept me abreast of challenges and worked to get it resolved quickly.

Needs new management team got bad services no VIP treatment as before.

Although we did not purchase a vehicle when we stopped by Nick did a great job answering our questions and trying to find us the perfect vehicle.
Over a week later, still looking and will be back to check up on Nick to see if he anything else.

I have owned my Infiniti QX60 for about 2 1/2 years now. I took the service plan out at the time of purchase. I always take my car into the dealer on Brookpark Road in Cleveland every time it needs serviced. I am always very happy with the service there. All of the staff is extremely helpful and kind. They always help me to get a rental and get the service done in a timely manner. When I pick my car up it is cleaned and ready to go.
The last time I had it detailed Jason did that service and it looked brand new again! I couldn t be happier!
Whenever it is time to get a new car I usually try a different company for a different style of car, but I already know that I am staying with Infiniti for my next purchase. I LOVE the car and the service I always receive when I am there.

I just left the most borderline orgasmic experience at Airport Infiniti. I don't throw that term around loosely either. The way Victor, Andrew, and Nicholas treated me from start to finish made me feel like royalty. I came back to get my winter tires put on that they so graciously stored in their facility for me was above and beyond anything expected. I wasn't too thirsty but I couldn't refuse when offered water and snacks by these strapping gentlemen. The only thing missing was the red carpet. Victor even paid for my new lugnuts out of the pockets of his freshly pressed express pants. I might stop in once a week just to feel appreciated a way no girlfriend has ever made me feel. All in all, if you're in the market for a new vehicle, give Airport Infiniti and Victor Klimchuk a chance. If he happens to be busy, which I imagine someone with his looks and personality must be, Andrew Conner and Nicholas Sullo are not bad consolation prizes. Go team Go. I hope I have car trouble so I have an excuse to come back in. The Bernie Moreno Companies are top notch!

Rich in the Service Department went over and above to help me with my Q50 Infiniti concerns. Rich is professional, courteous and caring and provided me with an exceptional customer experience. Thank you for the red carpet service, Rich!

I don't like to leave bad reviews but there are some cases. I purchased an Audi A5 and I understand the as is warranty, but when I take delivery and in an hour and 20 minutes of driving the car the check engine light comes on. I notified the salesman and spoke with the service manager and have had very poor follow up. It has been 4 weeks and still nothing, oh I take that back I've been given excuses of they are busy. I am a nurse and a business owner so don't preach to me about busy at this time. I take pride in taking care of people at my job and my business, too bad you don't! I was also given the excuse that we didn't make any money on the deal to help me, you wouldn't be in business if you weren't making money so nice try.
Kevin L
5/2120 update: Thank you to Josephine and Ryan for taking care of my issues. You guys stepped up when someone else let me down on my purchase. Myself and my family thank you.

I recently leased a new Infiniti Q50 from Matthew Wilhelm at Airport Infiniti. As you can imagine, transactions right now during a quarantine, are especially challenging. That goes double for in-person transactions at a dealership with a drastically reduced staff. Matt was more than accommodating and went above and beyond his normal responsibilities to make this deal happen. It was my second lease through Airport Infiniti and I was familiar with the dealer and product. If not for the work done by Matt, I would not be driving an Infiniti today. I'm very pleased with this deal and the car. He was able to get me a much better car than I thought I could afford. I had resigned myself to looking for an alternative brand when Matt stepped up, clarified some terms and allowed me to get the car I really wanted, all within my budget. I would not hesitate to recommend this dealer or Sales Manager Matthew Wilhelm in the future.

Another great experience at the service department at Airport Infiniti! Jeremy was very helpful and explained my service options clearly and honestly. The waiting area is an easy place to hang out (wi-fi, snacks, drinks). Highly recommend!

I've never written a review like this about a simple service issue before. My first experience as a new Infiniti owner was super disappointing. Made an appt well in advance. When I got there was told 1 hour wait. I was there 2 hours for oil change no one ever came and spoke to me with an update. I had to go ask. Didn't clean out car like they claimed and didn't reset the oil service light. But the kicker was that the trip meter was reset and when I got back in the car it was at 22 miles. Where was my car driven 22 miles while I sat there for 2 hours? Unacceptable all around. I definitely erred in buying the maintenance plan upfront and will be looking for another Infiniti location to service. It's too bad because my sales experience at this dealership was totally different.

Amazing service by Blair Putnam. Thank you so much for putting me in my dream car!! I can t thank you more!

If you have to take your car in for work to be done, deal with Rich. He takes care of what your actually actually needs done and doesn t look to rip you off for every penny

One of the new sales men by the name of Vlad, went above and beyond in giving me the best experience at Infinity. He answered all my questions and was very gracious to me. I would recommend him to any one that is in the market to buy with Infinity! Thank you Vlad.

All of the folks at airport Infiniti were professional in dealing with us when we bought our new car recently. Our sales guy, Mike Fazio was especially helpful in giving us great options and I was happy that we found something that works for us.

Amazing customer service. The attention to every detail on making your visit comfortable is fantastic.

I originally leased a car here back in 2015 when it was under different ownership/leadership and it was a great experience as was service until recently. I have had multiple bad experiences with service such as not being able to book online then calling to be transferred to service but no one picks up the phone on half a dozen different calls at various times and days. After my last service I noticed that oil was spilled all over the engine cover and contacted them via their website without any response. The oil isn't a big deal if you aren't charging $100 for an oil change and multi-point inspection.(Which each time they state I need to change air filters due to laziness of not even checking them as I change them myself.) I went to lease a new car at this location which the salesman had only been on the job for six months but had little to no product knowledge. It only got worse once the sales manager got involved as the prices were about 35% higher than another dealership with the same model/trim ect. When asked about the pricing and looking to understand why it was so high the sales manager just got extremely arrogant to the level of ignorant. I would encourage anyone to look at the other Infiniti dealerships in the area which are under the same ownership but clearly better leadership.

Just received my certified preowned 2017 QX60 shipped to Florida. Thank you to Daniel Walker, Scott Bibb and the Internet Sales team for a great job.

Update: I contacted Scott at the dealership the next business day, Nov 13 concerning worn middle row seat. The fabric is clearly stretched along the seams for a 6 month old car. He requested pictures that day of the seat and then disappeared. They got back to me on Nov 21 after bringing up the issue to the GM after being sent a satisfaction survey. I was told they can t help me and to go through a local Florida dealership to see if Infinit would consider repairing it under their Goodwill Program. Why string the customer along for a simple answer for ovother than to make sure the 5 day buy back period is over? My local service advisor at Warren Henry Infiniti in Miami, Florida (where I bought my other two cars) gave me all the details same day and got back to me the following day requesting I bring the car in to assess it. That s how you follow through and take care of a loyal Infiniti customer. Good job Warren Henry.

I purchased a car from this dealership 12 days ago, paid cash, and paid $725 dollars to have it shipped to my home. The car is still sitting at the dealership and has yet to be picked up for delivery to my home. This is the third time that I have been told by the dealership that the vehicle is on it's way. I have attempted to contact the salesperson and manager more than 20 times without calls back. When I finally get a hold of these individuals, they tell me that I expect too much personal contact and they they cannot be held responsible for delivery of the vehicle, despite the fact that they cashed my check almost two weeks ago. I finally asked for my money back and was hung up on today. I was also told by the salesperson that I was dealing with that his usual customers purchase more expensive cars than me. I guess when you buy a used car that is only worth $38,000 you don't deserve the level of customer service that individuals with higher net worth deserve.

I took my truck in to the service department last week Rich Jeffrey and his service team were the absolute best. The place was very clean and the customer service was phenomenal, KEEP UP THE GREAT WORK AIRPORT INFINITI!!

I like to give a shout out to Esther she was amazing. As soon as we walked in she made asked us important questions and offer us a drink. And continued to talk with us after we where done looking at a car and evern though we didnt buy anything she made us feel welcome if i needed to suggest a place to buy a car i would say go here.

I had a transmission leak (broken hose)I went to Airport Infinity they accept me whith out schedule apoitment .they gave me a loner car fix my car same day .Excellent customer service in and out.

I bought a gorgeous Infiniti from Pierce at Airport Infiniti. Pierce was my awesome salesman. His manager Seth was informative and upfront with me , not pushy at all . He made the deal happen and got me in and out to enjoy my new car quick.

Would give more stars if I could! Jeremy in the service department was super helpful. I was just buying car mats and they went above and beyond to help me out. I was very impressed with the service, quality and staff friendliness! Definitely would recommend!

Listen... love my Q60 and the AMAZING person that helped me with it there, Andrew. The purchase experience was awesome... But I have to tell you, Josephine called me from there today. She is such a pleasure to talk to. I presented her with a problem (totally unrelated to her or the dealership) that I was having with the car. 5 minutes after we hung-up, she called me back with a suggestion that might just save me $4,000. I mean who does that? I'll tell you who, Josephine, that's who. Her phenomenal customer service is the kind you read about in books like Delivering Happiness. This girl went so far above and beyond that I'm literally speechless. This world would be a much better place with more people like Josephine. I sure am thankful for her!

I have owned three (3) Infiniti vehicles in my life time. 1) Q45 when they first came out; 2) 2010 G37 Convertible which I still have and currently 3) 2015 Q70. I leased my last Infiniti from Airport Infiniti, located in Cleveland, Ohio a member of the Bernie Moreno Companies. I now live in Miramar Beach, FL a long distance away from Cleveland, Ohio. I was less then trilled with my local Infiniti ownership experience. It seemed to me I was being over charged for everything in service and especially parts. I needed over $1,000.00 worth of parts for my 2010 Infiniti. I called Mr. Jim McDermott of the Airport Infiniti parts department. My request was handled from almost 1,000 miles away instantaneously. I received my parts in a few days and one was an actual sport alloy wheel. The price was more than competitive, however what impressed me the most, was the Attention to Detail and the way Jim treated me like client rather than a just a long distant sale. Relationships are everything. Congratulations to Bob Laughton the GM, Bernie Moreno the dealer, and Jim McDermott a true professional.

Rich Jeffery in service takes great of my car as well as my family s

Had a great easy purchase. Fantastic customer service. Thank you Lynne and Mike !

Excellent experience! I ve been getting my car serviced here for years. I drive all the way from Port Clinton because I prefer the extra attention my car receives from this business. (They offer to pick up the car but I prefer to drive into Cleveland to run errands). I m always treated with respect and kindness. Mr. Jeffery always confirms that I m happy with the service and he is good at explaining what services my car needs. Highly recommend!

Have gotten 2 infiniti s through Airport Infiniti and the sales team has always provided amazing customer service and responded to all of my needs. The service department has also always provided excellent service with regular maintenance and any vehicle issues.

The best experience ever with infinity airport Cleveland best love for the customers like me & my wife very happy thank you to all the staff, special thanks to Matthew & Josie's the best god bless u guys always.Att.Gus & Iris.

Kameron, Tanya, Alec, And Dusan all made my experience very easy and fast!! I would recommend anyone wanting a car to give them a try!!!

Excellent customer service and very high level of skill shown from complete product knowledge to guiding the consumer from start to finish on a sale. Morever, superb follow-up, attention to detail, and willingness to go the extra mile and make clients wishlists come true! Working with Bobby and his team (a special thanks to Chris and Jesse) was fluid, easy, and actually fun!

Best dealer for the service on my new Infiniti thanks for good service fast

the entire staff is fantastic! I've dealt w/ Adam Webster on my last few Infiniti's and he's the best! Always makes it quick & easy, he takes care of everything! i love the Infiniti cars but if Adam ever leaves for another dealership, i'll follow him....

Poor experience. Our salesperson was terrible with all aspects of our appointments, and now is gone from the company already. I had to drive with expired temp tags as they failed to get them in within the 45 days. Now they are denying their commitment to paying money owed on a vehicle turned in in trade after this was clearly and repeatedly discussed during negotiations. All the sales manager Jeff Sustersic has to say is they can't help me and he " can't recall" our discussions. I will never do business with this place again. Terrible and deceptive sales practices at this dealership and it should be avoided!

Every time I go to the airport and see this dealership's sign it gets me motivated to tell everyone the experience. Enjoying our 2nd Mercedes since visiting this dealership two years ago.
Found out through an e-mail accidently cc'd to us we were called a strange/odd couple. Believe me every social function and fundraiser we attend east and west side we make sure the story is relayed about Airport Infiniti profiling and how much we enjoy our present Mercedes dealership (not their group) and the respect we receive. You can be proud of your associates comments made a lasting impression with this 'odd' couple.

Easiest service ever; I parked with the valet at the airport, called them, and they picked it up, changed the oil, washed it, noticed it was low on gas, put gas in it, returned it the same day, and texted the new valet ticket number.

The best service department ever. I have been here multiple times and Rich always goes the extra mile to get me in and out. If anything looks like it will take to long they get me a car and send me on my way. 100 percent satisfied.

We leased an Infiniti when our second child was born. After our third, we needed a larger vehicle - we were considering the Yukon, Suburban and Expedition. The service and experience we had with Infiniti was impeccable - which was the ONLY reason my husband was willing to consider the significantly more luxurious QX80.

We did end up going with the QX80 and I couldn t be happier with the car. The service department has always made all appointments beyond easy by offering a valet service with quick and reliable turn around - (even when trying to have a secret repair done after a small incident...) A HUGE THANK YOU to Rich specifically for all of his help and over the top customer service. We will be Infiniti owners for the foreseeable future.

Good sell service, nice people, i would recommended..

This is my second car from Airport Infiniti and we couldn t be happier! From the wonderful people who help you when you walk in the door, our amazing salesman, Daniel Walker, and the truly helpful financing department, everyone we worked with was top notch!

Excellent service and quick turnaround. Friendly staff. Thank you.

Found Airport Infiniti on line from the beginning the experience was 1st class and no hassle!

Quick & easy service. Cool loaner vehicle and a complimentary clean for my FX35!

I went in knowing which car I was buying and said I was ready to buy walking in the door. Despite this the buying process took over 5 hours sitting in waiting rooms, rarely getting updates.

The car was supposed to be detailed when they brought it out but the windshield was so dirty it was hard to see out of.

The paper work was filled out incorrectly multiple times and now over two months later I still haven't gotten my title for the car I already bought and paid for. Terrible experience all the way around.

Matt and Marcus did a fantastic job helping with my purchase. very accommodating . some wait time but expected and was definitely well worth it!! Thanks again!