INFINITI of Lexington

“Do not recommend. Worked with Rusty trying to buy a vehicle. They told me the best they could do was $300 off the asking price. Now only 2 weeks later, the asking price has gone down $1000. Great way to lose a customer”

“Whew!!! How deceptive and unprofessional this dealership is. I bought a used 2022 Lexus GX this past summer from Deon. My issue is with their service dept & Leonard. My most recent five vehicles were Lexus’ and I bought them straight from Lexus-Integrity at its finest. This 2022 GX, I drove from Ohio to purchase as they’re pretty hard to find & are no longer in production so you have to buy used. During the test drive, the vehicle was vibrating if I went over 60mph. Even my sales guy noticed. Long story short, we couldn’t finish the test drive on a different pavement because of rush hour traffic. No worries. Deon told me to keep him posted on how the drive was going home (3.5 hours) so we could move forward with fixing the problem. Btw, I drove my perfect Lexus RX up there & the dealership bought it from me. The carfax had listed all of the supposed services the GX received at Infiniti. New tires, brakes, balance, wipers, oil, etc. Long story short, on the way home, the vehicle didn’t have the best steering and the vehicle felt like it was going to tip over. It felt very unstable & very loud when I went over a bump or anything, like it was going to fall apart. I had never experienced this before. It was a scary ride back & I’m happy I didn’t have my baby with me. So I contacted Deon the next day to let him know the vehicle was still vibrating & something was off. I ended up telling Deon that I was taking the vehicle to Lexus to have them look at it because something was wrong. He told me to keep him posted on the results. Lexus found out that Infiniti put four mismatched tires on my vehicle that were so badly off measurement wise from each other that it was impossible to balance the vehicle. They said they had never seen new tires so mismatched. My Lexus rep told me it was so dangerous that I drove 3.5 hours like that because I could’ve wrecked. How sad is that. I’m so happy I didn’t have my infant with me. They also told me my wipers were making noise because they didn’t fit properly being aftermarket. That’s neither here nor there. So Deon got with his management & called me back to tell me to go ahead & replace the tires & have the work done & send them the invoice & his management agreed to reimburse me & to have Lexus dispose of the tires because there’s nothing they can do with them. Fast forward. I have the work done, new tires, road force balance, wipers, etc. I send Lexus the bill for reimbursement and that’s when Leonard calls me. We go back and forth. The level of unprofessionalism this man showed would literally blow your mind. He told me he never agreed to pay for anything. That I should’ve driven the car back and let them fix it. Keep in mind, the same service department that lied in the carfax report. Remember, I traded my vehicle. So Leonard wanted me to drive on four mismatched tires, no balance 3.5 hours away with an infant to bring the vehicle back to them to “fix”. What a joke. All he did was shout on the phone. Leonard said they weren’t going to pay me even though my sales guy admitted in the room that the vehicle was vibrating during my test drive. Well, 2 months later my brakes started squeaking (remember, based on the details they put in the carfax, these are supposed to be new brakes). I just took the vehicle back to Lexus only to find out that my rear brakes measured at 4mm and my front brakes at 8mm. New brakes are supposed to measure at 10-12mm. The rear brakes had no dust boots and needed new calipers. Which is proof they were never changed. I haven’t even driven this vehicle 2k miles. Found out they also put conventional oil instead of the required synthetic 0W-20 in. More lies exposed. So, Infiniti of Lexington seems to be operating under deception and entering false services into Carfax. I signed an “as is” sheet when I bought the vehicle but guess what, that doesn’t matter when you enter in false information into Carfax and sell a dangerous vehicle. I just contacted the AG of Kentucky and the Vehicle Commission of Kentucky. Stay away from this dealership. Deceptive & unprofessional.”

“If I could leave 0 or even negative stars, I would. Infiniti of Lexington is nothing but an absolute scam. I’m originally from SC & had purchased my vehicle in 2019. Infiniti was the only dealership I had ever & would ever take my car in for maintenance … that was until I moved to KY & started having my services done at Infiniti of Lexington. Please pay attention to your service reports, they constantly had services in “red” as a serious/urgent issue needing fixed. I would go back for my next appt without having any of those services done & at the end of that report they would be detailed in “green” meaning all is good. Service techs get commission off what they sell to you, so of course, they say you need everything under the sun. They just want your money & have no concern for you or your vehicle(s). Customer service at this location is far worse than extremely poor. I’m friends with a Toyota manger & he said that if anyone tried to make me pay over $1 for a tire valve cap, to laugh & walk away. Infiniti wanted to charge me $25 for 1 cap. After confronting the tech & saying that I would refuse my other services that day, he said he’d let it slide & gave it to me for free. An absolute joke. Enjoy being given a quote & then a few months later when finally deciding the service is necessary, having that quote more than double for the exact same service. After arguing with the tech, he continuously stated “it is what it is” & there was “nothing he could do”. I went further & requested to speak to the service manager, he apologized & agreed with me that the issue at hand was not right nor ethical. He insured me that the tech would be spoken to & that they would honor the original quote since it was in writing in my previous service history records. This didn’t just happen, once, twice, or even three times. It was a battle with every service I went in for & that is why I will never be back. I was a loyal customer with Infiniti for years, ever since purchasing my vehicle in 2019. I have not been back to Infiniti of Lexington for a couple of years now & I could not be happier with my services elsewhere. I will never spend another penny at this location & I recommend you do the same.”

“I can't say enough about this dealership and my salesman Rusty. I knew exactly what used car I wanted and founds options at several Infiniti dealers. After talking to Rusty I knew instantly I wanted to work with him and flew from Grand Rapids to pick the car up. Rusty got me a very fair deal, was super helpful in showing me the features of the car, and even picked me up at my hotel to save me an Uber fare. Sam Isaac's was also super helpful and was able to transfer my license plate and do all the registration paperwork flawlessly even though I was from Michigan. It was fantastic not needing to visit the Secretary of State (DMV).”

“I bought a CPO vehicle last fall from this dealership. I live in Texas. They did a solid job of conducting the transaction from afar. This past month after having vehicle serviced at my local Infiniti dealer, an issue was discovered with the brake pads which generally don’t fall under warranty items. I spoke with the GM, Zach and Service manager, Joe. Both were easy to work with and they covered the repair cost due to the unique situation with this vehicle. I appreciate both of them and this dealership for standing behind the cars they certify & sell. Thank you!”