INFINITI of Van Nuys

“I purchased my Infiniti QX60S from this dealership because I had an outstanding experience with my salesperson, Hugo. He made the entire buying process smooth and enjoyable, and because of the level of service he provided and at his suggestion, I fully intended to continue bringing my vehicle here for maintenance. In fact, I would absolutely purchase another vehicle from Hugo. Unfortunately, my first service visit was the complete opposite of my sales experience. We arrived for our scheduled appointment for our first oil change. If appointments aren't going to be honored or used to properly schedule customers, it makes me question the purpose of making one at all. After arriving, the service drive attendant checked us in, and we waited approximately 15–20 minutes before a service advisor came to speak with us. He never introduced himself or welcomed us. He simply asked, "What are you guys needing today?" We explained we were there for our first oil change. He checked us in, told us the service was covered because we had purchased the prepaid maintenance plan when we bought the vehicle, handed us the paperwork and told us we could wait in the lobby or get a one way ride within 10 miles. Only after I asked his name did I learn he was Wilson, and that Santiago, who our salesperson had recommended was at lunch. Wilson told us the service would take two hours or less. Nearly three hours later, after watching multiple customers leave with their vehicles, my husband went to ask for an update. Wilson initially acted as though he didn't recognize us or our vehicle. After looking into it, he told my husband to ask Santiago because Santiago was supposedly our service advisor, even though Wilson was the one who checked us in. My husband spoke with Santiago, who then had a brief conversation with Wilson. Wilson went into the service area, returned a few minutes later, and told us it would be another 20–30 minutes. There was no explanation for the delay and no apology. About 30 minutes later, Santiago checked us out and simply stated there was no charge. The service wasn't complimentary, we had already paid for the prepaid maintenance package when we purchased the vehicle. What made the experience even more disappointing was the contrast in customer service. While we were waiting, Hugo happened to see us. He greeted us warmly, spent time showing us another Infiniti we're interested in leasing next year, and genuinely made us feel like valued customers. He even told us the dealership was serving complimentary tacos for customers before the Fourth of July holiday and encouraged us to grab something to eat while we waited. Ironically, our own service advisor never mentioned this. We were there for well over three hours, yet the only reason we knew food was available was because Hugo took the time to tell us. By the time we got there, there was very little left. This isn't really about the tacos, it’s about attention to customers and making them feel welcome. I completely understand that service departments get busy and unexpected delays happen. What I don't understand is the lack of communication, professionalism, accountability, and basic courtesy. A simple introduction, periodic updates, or even a sincere apology would have completely changed this experience. This level of service was nowhere near what we receive at Mercedes or even at the Infiniti dealership closer to our home. Because of this experience, I'll be taking my vehicle to the Infiniti dealership closer to me for future service. Hugo earned my business. Unfortunately, the service department lost it. I sincerely hope dealership management recognizes employees like Hugo, because he represents the level of customer service every department should strive for.”

“I’ve been coming to this Infiniti dealership for years, and I always feel well taken care of. My service advisor, Rudy, is consistently helpful, honest, and makes the whole process easy. I really appreciate the excellent customer service and highly recommend this dealership!”

“I had a great experience at INFINITI of Van Nuys. Ali Akhavan was very professional, helpful, and honest throughout the whole process. He explained everything clearly, answered all my questions, and made the car buying process smooth and easy. I really appreciate his time and excellent customer service. I highly recommend Ali Akhavan and this dealership.”

“Be careful with this dealership is such a problem all the time. I bought an Infiniti QX80 2025 more than 120 thousand dollars they lie to me when I purchase all the packages the truck starts giving problem the first month all the electric it’s been more than a year and still nothing fix when I took it to the service have to waited more than a month for a loaner car. I bought cars from different dealership like Honda Mercedes Nissan but this is the worst dealership with so many problems. The back cover felt off since we buy the truck in 2024 and still not fix thru June 2026.”

“Great Customer service by Wilson Abrego at Infiniti Of Van Nuys. He is polite, respectfull and very profesional. I highly recommend your vehícle for your servíces and repairs. Make sure you ask for Wilson though. 5 Stars from me.”