My name is Dustin Sayre, I recently got my 2017 Infiniti QX60 premium package with 70K miles serviced. I first called to schedule an appt. and was transferred to the service department multiple times before being bounced back to the front desk, eventually it just hung up on me. I then decided I would schedule online as it said a representative would contact me before the appt, they did not. I then set up another appt. online, and then called the next morning, as I did not get a call back. I was then told that the service advisor assigned to me had quit and that is why I did not get a call. It was important to have a conversation because I needed to understand that we would be able to arrange a loaner vehicle (which was preached to me as a perk at purchase), I was told there was a two week wait for loaners. After some conversation, I was able to get approval to get a loaner so we dropped it off on a Tuesday. It wasn't able to get looked at until the next week. Just to be clear, my service advisor Samantha Seyavong was great and did her best to provide excellent service to me, however her hands are tied by a truly terrible experience and an unrealistic and cannibalistic service quote. My car was pulling a P0022 code, which is an error in the cam timing, which is typically associated with a bad VVT sensor. I am mechanically inclined and I could have fixed this myself however I was hoping the extended warranty, on top of the fact that we bought the vehicle certified pre-owned would cover the issue. You can imagine my surprise when the recommended fix was to replace the long block at a cost of $14,488.15. You see, I was told that the tech removed the oil cap and noticed there was sludge buildup, from there they deduced that it was likely filled with sludge causing the issue. I didn't receive pictures of the top end with the valve covers removed showing the sludge, a 14K recommended fix was derived from an oil cap, which due to condensation shouldn't be a determining factor in sludge buildup throughout the entire engine. After I declined the service and said I would handle it on my own, I was then offered an engine flush quoted between $1000-1500, to which I also declined. Just to be clear, the first recommendation is essentially for a new engine, then I am offered the service I was going to perform in the first place. It's poor business, and damn near price gouging. What if I had been a helpless older lady that didn't have any technical knowledge, I would have possibly paid 14K for someone to glance at an oil cap? You should be ashamed. We had also brought it in because our ABS light had been coming on and there was an ABS recall. I was told we needed to replace the brake pads, sure fair. I was also told that our ABS light was coming on due to our brake pads being worn, which seems unlikely as my vehicle doesn't have brake pad sensors, $650 quoted for that. I changed the brakes, then my ABS light still came on, sweet. I then asked if I could buy the sensors direct from parts, I was quoted $1,919.00 and told that they could only sell me the vvt sensors with timing covers and gaskets, mind you the VVT sensor is attached to the timing cover with a single 10 mm bolt, no need to remove it or replace it. Just pull the 10mm bolt, remove vvt sensor, replace new vvt sensor, and screw back 10mm bolt. Long story short my total estimate was $16,150.25, on my 2017 infiniti QX60 with 70k miles on it. I could not fight to get the repairs covered under warranty as we did our oil changes outside of the dealership as well as some myself (I imagine you can see why). Honestly, I love the way my car handles and drives, but I will never buy another Infiniti ever. I don't think I will ever understand how a car, sold to me as a luxury vehicle, can then produce literally the worst commercial retail experience I have ever had. Feel free to reach out to me, I would love to talk to someone about it. read more

The only positive about my brand NEW 2018 QX80 purchase at Grubbs was a great sales person, Price. Unfortunately we bought the car... it has been back at Grubbs for approximately 1 month out of the 6 months that I have had it. First, the air vents on the dash kept popping up and rattling around. They initially replaced one of the two vents. Days and days went by without an update from my service consultant because he was "so busy" and forgot to tell me the second one was backordered. Why he couldn't return calls and emails that I shouldn't have had to make in the first place, I don't know. Got the car back and immediately the air vents were popping up again (no QC after doing the work) and I started noticing the engine revving VERY loud multiple times per day. I have had V8 cars before and this was NOT normal. I checked with two friends who purchased the exact same cars within a month of me, and they said theirs have a loud start but once in drive, a very quiet experience! To fix the vents, they had to replace the entire dashboard because it was the full dash that was warped, not the vents. A brand new car. Regarding the loud noise... the service department said V8s make fan noise so they wouldn't be looking into that any further. To even get this response, I had to reach out to my initial sales person and ask if there is anyone there who could give me an update after days of hearing nothing. He escalated it immediately at the dealership across several sections of management, so my service consultant quickly called and said again, sorry, he is "so busy" and forgot to press send on an email he had drafted me days before. After more weeks of driving, the noise continued, got louder, and sounds like 18 wheeler trucks coming up on me when it happens, and I am scared to even accelerate at times because it is so loud and I don't know if there is a serious problem. So I sent the car back to Grubbs, and made sure to take a video that showed the problem occurring multiple times, just going from 0 to 40 mph. Again they said normal fan noise. My husband drove out to Grubbs to talk to them face to face and to show them my video since they didn't duplicate the issue themselves. They agreed it was loud in the video and the potential solution and therefore next step is installing a new ECU (engine control unit, a computer board), but since they can't duplicate my video themselves, we needed to go to Consumer Affairs to generate the order for new ECU. After creating a case and speaking with Consumer Affairs 3 times on the phone last week, Consumer Affairs said they do not have the authority to tell them to change the board, the dealer mechanic just needs the dealer director to bless it off, and that they would like their loaner back. What?! So far my first Infiniti experience has had sub-par engineering and sub-par support. After the past 2 weeks with many phone calls and a face to face meeting, no one has contacted us for 5 days straight and my BRAND NEW CAR is still sitting in their lot waiting for a new ECU. We have two unreturned voicemails and one unreturned email over the past 5 days. Why did I switch from Toyota... I had zero issues for 11 years, and just wanted to "upgrade" safety features and get a third row since I have kids. What a bad idea! read more

Review for Grubbs Infiniti of Grapevine - Service Department- FEMALES BEWARE I rarely write reviews, as I prefer to give compliments where they're due. I believe we don't do enough of that! Being in Sales myself, I understand that mistakes happen, and I try to give a lot of grace to people. However, my experience with Grubbs Infiniti of Grapevine, specifically with service advisor Andrew Shannon, was disappointing and, frankly, insulting. During my visit, I was initially quoted $5,000 worth of work that needed to be done. Andrew warned me that there would be a charge of about $100 for cleaning battery corrosion, and he even suggested I could just use a toothbrush to clean it myself, assuring me there was nothing wrong with the battery. While I appreciated the advice, it immediately raised a red flag. If something so minor was included in the report, what else might be inflated or unnecessary? When the service report came out, I had several questions. I discussed these with my significant other and then sent an email back on Wednesday morning. Some of my concerns included: Rotor Measurements: I asked for the measurements of the rotors, as it's standard practice to measure them. I was told there's no tool to measure rotors, which is simply not true. Tire Pricing: I inquired about the cost of the tires, as I was told they price-match. I provided an invoice from Discount Tire from just two weeks prior, but this seemed to be disregarded. Remanufactured Parts: I was informed that the dealership does not use remanufactured parts. However, just last December, they installed remanufactured headlamps in my car, which directly contradicts this claim. Unfortunately, my experience became even more uncomfortable when I felt discriminated against as a woman. After my significant other became involved, Andrew made a comment saying, "Oh good, we can talk man to man," implying that I wasn't capable of handling the discussion myself. This was not only insulting but also unprofessional. To make matters worse, when I went to pick up the car, Andrew was the one to come and talk to me, despite my request not to work with him due to the misinformation and poor treatment I had received. Another service advisor, Danny, apologized profusely to my significant other and offered to do the tires for less than the initial quote, though they still did not price match as promised. He also said, due to the blatant disrespect I experienced, that they would detail the car. However, this was not done. In fact, the car had grease stains that were not there before. Even the quick detail that should be part of any service, including an exterior wash and interior wipe down, was not completed. Despite all of this, I was never personally apologized to My questions were not adequately addressed, and the overall experience left me feeling uncomfortable and mistrustful of the service provided. As someone who typically gives people the benefit of the doubt, this experience was disappointing and something I felt needed to be shared. read more

My NEW car basically blew up. Two months ago I was driving my new QX80 and my engine made a strange noise and I couldn't go over 50 MPH. I called the dealership and the said I could come in but they didn't have any loaner cars, but could drive me wherever I needed to go. When I got to the dealership John got in my car and test drove it. He immediately saw the problem but had never seen a car do that. I went inside and saw Tiffany who asked what I was doing there (she helped me before to program everything in my car). I told her my car broke and she was able to get me a loaner, because she is amazing like that. I got a call the next day and they said they thought they knew what happened and the part was already ordered, John said they would call as soon as he heard anything. He called and said it didn't fix it. I was going out of town for a week so I returned the loaner (no reason it should sit in my driveway while I was gone). He called me while I was gone and said they had never seen this in a new car (8,800 miles). They couldn't figure out what happened. They brought in Infinity corporate who wanted to study my engine and told them to replace my engine with a new one. When I got back they called to see if I needed a loaner and I told them yes but I didn't have a way to get there that day. They brought one to my house! Meanwhile Infinity Consumer Affairs opened a case and they were amazing! They called and offered a buy back or replacement since it was going to be about 6 weeks for a new engine. Really? I didn't have to fight anyone for it? I called my Salesman Raza and told him my car blew up and I needed a new one. He jumped through hoops to get my exact car and have it brought up here. He handled everything for me. It took time for all the paperwork to get complete and the whole time they kept me up to date on what was happening. I have NEVER experience service like this. I kept waiting to have to fight to get something done and it never happened they had it handled! Raza already made the commission and he could have pushed me to someone else but he didn't, he is AWESOME! I can't say enough about how wonderful GRUBBS Infinity is. If you have a problem show some kindness and patience, they will help you. Did I want my car engine to die? No, was it a little hassle? Yes, but at the end of the day they took care of me and made it right. This is life and things happen, I have learned owning a couple businesses if you show some kindness and patience when things don't go as planned it doesn't have to be a bad experience. read more

Review for Grubbs Family of Dealerships I purchased a 2022 Subaru Outback from Grubbs Infiniti in May 2024 through their online sales process. Since I was purchasing the vehicle remotely, I ensured all communication was done by text to maintain a clear record. Initially, the sales process seemed smooth, but the problems started when the car was delivered at 10:30 PM--far too late to perform a proper inspection in the dark. The next day, I discovered numerous issues that had not been disclosed during the sale. These included visible hail damage, places where the paint was peeling off and had started to rust, and broken plastic along the rear window and the driver's side mirror. It was evident that the car had undergone repairs, including a poor repaint, none of which were mentioned by the dealership during the purchase process. I reached out to Grubbs Infiniti immediately and communicated with Brenden Porter and Sean Sexton over several months, sending them detailed descriptions and photos of the damage. Despite this, the situation remained unresolved. I escalated the issue to both Wes Hays (COO) and George Grubbs III (President & CEO), yet despite knowing they read my emails, I received no response or acknowledgment from them. This lack of communication and accountability from the leadership team is unacceptable, especially from a dealership that markets itself as a "family-owned" business that cares about customer service. While the vehicle was competitively priced, the hidden damage and misrepresentation of its condition have significantly affected its value. I will be sharing my experience across multiple platforms to warn potential buyers of what they may face when dealing with Grubbs Family of Dealerships. For anyone considering purchasing a vehicle online or remotely, I strongly recommend conducting a thorough inspection yourself, in person, and asking very specific questions about the condition of the vehicle before making any commitments. read more

OK, I realize that when you own a high end, luxury vehicle and go to the dealership there's a culture. A few months ago I arrived at my scheduled appointment at Sewell Infiniti, highly rated and highly recommended by several of my extremely wealthy friends (yes I have a few) and I was so disappointed, taken aback and shocked about the service that I received including being overcharged with a smile and offered chocolate candy, that I vowed to never go there again. After my honest review on Yelp, I received a call from a Sewell manager who offered a partial refund and to do something to make me feel better. However, it was not a financial issue that concerned me. I was treated as if I had no business being there, ignored, disregarded and dismissed along with the dirty fingerprints left on my pearly white SUV! So the offer of a refund for services rendered was not an option for me. Today I arrived at Grubbs Infiniti in Grapevine. Totally different experience altogether. Even scheduling my appointment was pleasant and brought a smile to my busy life! I was treated with respect, dignity, welcomed, genuinely and treated as a customer should be without them having the knowledge that I could pay cash for anything on the lot and drive off into the sunset! I received the key to my loaner car and was sent on my way with a smile on my face that lasted all the way home. So thank you James, Bailey, and to Zack who I only spoke with some months ago on a totally unrelated issue for making me feel important, appreciated and valued! Because customers do have options! There is a reason that you are the number one Infiniti dealership and I decree and declare that it is well deserved! Wow after reading all of the negative reviews on Grubbs I'm really afraid because I left my SUV, Grace 2.0 there! Some of their reviews are really horrific! I guess it just depends on your prayer prior to going in! Please Jesus I want this awesome review to remain true! read more

The Sales person Marcus McRae is outstanding and professional. Marcus belongs at a Park Place or Sewell Mercedes or BMW dealership catering to service oriented clients whom demand service. The Grubbs Infinity service area is appealing and relaxing...as we spent a lot of time WAITING! One can see how and why Mercedes Benz pulled the Grubbs European Dealership. Mercedes doesn't tolerate lack luster performance and I thought Infinity wouldn't either but I stand corrected. This Infinity Dealership is run like an entry level car dealership. Specifically, aside from the nice physical appearance of the dealership, everything else falls short. From the moment I was ready to purchase the vehicle, I had to wait 60+ minutes to meet the Finance department. I almost walked out and across the street to Lexus, Mercedes, BMW or even Cadillac. I gave them 5 more minutes because I wanted to down my granola bar and coffee from the service department. I already had financing set up with a 3rd party so the transaction should have been swift. Meeting with Finance is a strategy for them to UPSELL. Hold on for a ride folks because the pressure is turned up like a vulture waiting on their prey. The response of NO is ignored...many times. Their finance employees must be in serious personnel debt because they act as though they need every dollar. I was waiting for them (Really her) to pull a cardboard sign from under her desk that said, "Will work for food"...yep, that bad and sad. NO technology training on the vehicle even after 40 days after the sale! No anything other than an email from Infinity requesting feedback. Even after the negative feedback, nothing from Infinity nor Grubbs Infinity. Nothing. I hope this new 2017 vehicle holds up well so I can avoid service. Shop somewhere else! read more

I purchased a 2018 RAM 2500 from Grubbs Infiniti in Grapevine, TX on November 7, 2024, with 105,192 miles. At the dealership, I was asked to sign a document claiming the truck was inspected and in good condition, and salespeople assured me everything was "fully operational." That was completely false. Shortly after driving home, multiple warning lights and sensors activated, including a defective ABS system, and none of these issues were ever addressed. Now, with only 108,866 miles, a mechanic has confirmed the transmission must be replaced, costing over $10,000. The mechanic even stated that the powertrain warranty sold by Grubbs is the worst he has ever seen, covering only $3,000, nowhere near the cost of the repair. This is in addition to the unresolved warning lights and sensor problems. I've also invested in modifications and other expenses for the truck that I may never recover. I have made repeated attempts to contact the sales reps and service department, but they have ignored my calls, refused accountability, and essentially ghosted me after the sale. Grubbs Infiniti embodies everything a buyer should avoid: misrepresentation, ignored defects, pushy sales tactics, worthless warranties, and terrible customer service. They are more than willing to take your money, but the moment you uncover the truth, they vanish. Avoid Grubbs Infiniti at all costs. Save yourself the stress, financial loss, and frustration by taking your business elsewhere. read more

The wife and I recently purchased a new QX60 from Grubbs Infiniti out of Grapevine Tx. We had been searching the web for a few months basically looking for a Certified Pre-Owned vehicle. Our range of search was around 500 miles (we live in south Louisiana). My wife looked at a couple of pre-owned units at Grubbs and called Sales for a price and trade in cost. She was fortunate enough to connect with Corey Issac who offered us a NEW QX60 for a fantastic price. Had some back and forth conversation and clarification and "wala" - he came up with the winning numbers. Corey sent a hard copy quote as requested and we headed out to his dealership - which was around 400 miles away. Arrived at the dealership to be welcomed by Corey and our new QX60, cleaned up and in an enclosed show room area.. While financing was putting the paperwork together we met with Finis Robbins - their tech salesman to go over the vehicles functions and operations. This guy really explained in simple language how everything worked - what to look for and answered every question we had without blinking. Our thanks to Corey and Finis who really made this experience a pleasant event. I definitely don't work at Grubbs - but if you're in the market for a great deal at a great price - go see these guys.. R & T Williams read more

I bought a certified preowned Infiniti from Ralph Gutierrez at Grubbs Infiniti. From the moment we walked in, we were greeted warmly and felt comfortable throughout the whole process. Ralph was extremely knowledgeable about the car and all of its features. I wasn't sure if I wanted an Infiniti, so Ralph actually drove one to my house for me to use for the weekend. When I returned it, I still wanted to check some numbers and do my own investigating. Ralph was so easygoing and did not push me or try to do a hard sell. He helped find me the perfect car with all the features I wanted at the right price. I checked all the other dealers in the area and Grubbs was able to match or beat everything else I looked at. There was a (non-essential) piece of equipment missing from the interior, and Ralph has followed up with me several times to let me know where we are with getting it replaced. Working with Mark in the finance area was also a pleasurable experience, which I can't believe I just wrote about buying and financing a car, but Mark made it happen and was awesome in the process! Overall, the people at Grubbs were fantastic to work with and provide an excellent product along with excellent service. read more

Aaron Pyron was our Sales Consultant in July and he was top notch from the moment we met him, through the entire process and, multiple other meetings after that with questions I had regarding all of the amazing features on our new purchase. My wife and I visited Aaron originally with my two kids and he was patient, polite and so respectful of my entire family. He took the time to field questions from all of us---including our two younger kids. We ended up needing to leave during our first day as our kids were just needing to get home and he was so understanding. I then reached out to him the next afternoon and the two us worked together to put together a deal for the exact Infinity my wife and I wanted. What I appreciated most about Aaron was his energy and response time before, during and after the sale. Our needs shifted through the process from prospective buyer, to buyer, to "I have 300 questions" on all of these features and he walked us through them---just like he said he would. I wasn't in the market to buy, but because I felt so comfortable with Aaron, I ended up buying the car and we've loved the car ever since. Thank you Aaron for everything. Very much appreciated! read more

Thought I'd give these guys a try for an oil change since they sent me a coupon in the mail. When they returned my car, they put a BIG DENT on my vehicle. I told the agent about it and he said to me over the phone, "the driver didn't mark the dent on the walk-through paperwork but that he saw the dent when it arrived" I told him that the dent was never there. I even showed him a video of my car leaving the garage when I handed it to the valet driver proving that the dent was never there. He kept insisting that it was there even though it clearly wasn't. I asked for a copy of the walk-through paperwork. His initial response - it could take a couple of days for us to scan it in. I'm like couple days to scan? What year do you live in? Just take a picture and send it. Finally got the paperwork which showed that the valet driver marked the dent. I did not sign any paperwork that showed there was a dent on my vehicle. This idiot created falsified the documents to make it appear that the I signed off on the dent even though I clearly didn't. They lost me as a customer not only for maintenance but also for future car sales. Hope this was worth it for you guys! read more

This review is for the dealership, not the car. Disappointed with the treatment from pre-owned sales. While Luis was helpful but had his hands tied by his manager(I think Joe) who was just not willing to speak and was too casual to a sale. He didn't attempt to talk with customers and provide any valuable info about the vehicle. No doubt, I had researched my bit about the car but from the sales team there were less efforts to tell the pros about the car, they were more focused about telling how great their dealership is by showing full full length selfie mirrors and the customer waiting area. They were selling this car as certified pre-owned but it was missing the cover on the handle of driver door and the manager said, it will be covered under warranty (funny) 'coz he just focused on deal and not answer any of the question. Also these guys gave me a JX35 mats(carpet) on a 2015 QX60 which I unfortunately noted the next day as they had paper foot mat placed on it. If a sales team can't even fulfill the basic requirement of delivering a complete car(not parts missing and mismatched mats), for a certified car, i won't be able to recommend it to anyone read more

For months GRUBBS INFINITI has been contacting me to get my leased vehicle back early - we worked with a salesman who had the EXACT vehicle I wanted and offered many amazing "discounts", so we made arrangements to go by and see the car in person and talk preliminary numbers. He KNEW I was coming with all 3 kids and would NOT be purchasing the car that day. Needless to say, the "discounts" disappeared once we were the and we were told he could only offer sticker price - we walked, as we told him we would do today - before we left he THREW the offer paper across his desk at me once he realized we were not buying that day. Ever since then, I have receiv an email TWICE, asking for my car again - but the title on the email....my name has been deleted and WASTE OF TIME was written in. I'm speechless. I have attempted to contact the dealership and to no surprise, silence. This is truly unacceptable, and so incredibly unprofessional. We were fully prepared to go in and buy a practically custom QX80 - but no chance in the world we will now. So PSA to all, avoid Grubbs Infiniti - they have no respect for their customers. read more