"Great!"

Great car, great buying experience.  The entire team ? Steve Valero, Corie Murphy, and Minho Kong ? were all very professional.
 
That's the way it should be done.  We appreciate all your help.

Dave & Margi

"Privilege"

It is a privilege to write this letter to compliment your staff at Passport Infiniti but especially your General Manager, Steve Browdy on his customer service.  He has kept this long time Infiniti customer, a customer for life.
 
On October 28, I walked into your dealership to buy an Infiniti FX35 and received great customer service by Danielle Dahrouj and Chris (Used Car Manager) from their great knowledge of the vehicles, to showing me other color options (Danella actually talked me into a different color vehicle that I love), to a great deal for my trade-in, to not wasting my time and putting a great deal on the table, to the overall buying experience (except that it took about five hours to finally walk out with the car).  The next morning when I started the car, the GPS would not come up.  Since I had to take the check to the dealership the next day, I knew I would bring up the issue then.  After discussing it with several sales people who looked at the vehicle, they informed me it was fixed so I left very satisfied.  Well, the next morning, when I started the car, again the GPS would not come up.  Again, knowing I had to go back to the dealership to co-sign the check, I would raise the issue again.  More sales personnel looked over the car and informed me that it was in the transit mode and it is now fixed.  
 
Well, you can imagine what happened the next morning, you guessed it, the GPS still did not come up.  This is when Steve entered the scene.  When I arrived at work, I called the dealership and asked for the GM's number.  When I called Steve, I was not very happy and basically left him a nasty voicemail with an ultimatum of either providing me my old car or find me another new car.  I did not think that a brand new car should require maintenance after owing it for 3 days.  Steve called me right back and said all the right things including he would "treat me like family and do whatever it took to make me happy."  Well, that made me feel comfortable dealing with him.
 
He asked me if he could come to my work and pick up the car, leave me a loaner and put the car on the diagnostic to determine the problem.  I agreed only under with the understanding that if the car was defective, he would be honest and tell me that and then provide me a new car.  He was a man of his word. That night he texted me to inform me that the car was still in the transit mode and he would call me by 10 am the next morning to discuss.  At 9:50 the next morning, Steve called me to inform me that the car was indeed in the transit mode but that they had discovered a defect in the radio and he had a new car coming up from Richmond which he would drop off at my house that night. At 7 pm that night, Steve showed up at my house with the new car and all the paperwork which included a certificate for free maintenance for the first 30 thousand miles.  He was professional though the whole situation and completely turned an irate customer into a very satisfied consumer who will patronize your dealership again and tell all my friends about the great treatment I received.
 
Steve is an excellent representative for you dealership and Infiniti.  He should be given whatever recognition you give to the person who provides the best customer service in the company.  Your team of Danella, Chris and especially Steve should be commended and recognized by you and your ownership team.
 
Best regards from a very satisfied customer!

Mark Ingrao,President & CEO - Greater Reston Chamber of Commerce

"I wouldn't think of taking my Infiniti anywhere else"

Dear Mr. Dosik:

I wanted to write to express what an extreme pleasure it is to have Kevin Hall as my service consultant.  I've been bringing in my Infinitis to Passport since it has opened, and although I have always been treated wonderfully, Kevin stands above all the other service consultants I have had.  I am a low mileage driver, and Kevin always makes sure that my car is serviced in the best manner possible.  He is always knowledgeable as to what needs to be done, has the work done in a timely manner, and keeps me well informed.  He is also always pleasant with a great sense of humor.  I wouldn't think of taking my Infiniti anywhere else, and that is in no small measure to Kevin's professionalism.  There is a reason I respond to the Infiniti service surveys with the highest marks - you have established a great crew.

Kyle Hoff

I will gladly take the survey, but I wanted to personally e-mail you on the exemplary customer service I received from Jon Conner.  Jon's service, attitude, friendliness, and attention to detail was perfect.

I was extremely impressed with the level of service provided at Passport Infinity and particularly from Jon.  This is exactly the type of customer service all industries should strive to achieve.  Undoubtedly the best service experience I have had in quite some time.

If there is another avenue to pass on my thoughts to Infinity Service management, please let me know.  I would be happy to write a letter reflecting my experience.

These days customer service is very poor across all industries, as such, I am very vocal when customer service is as professional as what I received yesterday.  Well done.

Todd Napier
MAJ, AR
Military Analyst

Todd Napier

"Really Impressed"

I was really impressed with the service I received today.
 
Starting with you assisting me with my car care and Ali inspecting my car, then you introducing me to Robert who asked Joey Kundler to help me with my car search.  Everyone was very friendly; and what I liked most about my visit today was no one badgered me about purchasing a car.  I plan on buying a car after the holidays.  In the mean time I shop around. From my experience today, I need not look any further.  Passport Infiniti is at the top of my list for a great car and awesome service.
 
Thanks again, and I'll be in touch.

Valerie Jackson,CMSgt, USAF, Retired

"Nothing but smiles for this place."

Jayson Craddock was my contact here at Passport Infinity. He was fantastic and made the whole used car purchase so easy and enjoyable. I purchased a used Honda Civic from them and It was priced extremely competative for the year and miles on the car. When I came to see the car he met me at the door. The car was and still is fantastic. From beginning to end the whole experience was top notch. Corie... Murphy the Business Manager had my whole deal wrapped up in no time flat. She knows EXACTLY how to get it done. I told them I had to come back to get my car later because I drove myself there. When I returned they had detailed it and filled the tank full of gas. Top quality used car is an understatement. It looks and runs like new. Do yourself a favor and look at their inventory, then call Jayson Craddock. Nothing but smiles for this place.

mrtabor68

"I would recommend this dealership to anyone"

I brought my car in for service and it needed a fair amount of work done. Jon Connor made the experience not painful! He was wonderful friendly explained in detail what needed to be done. I did not feel pressure to do everything but ended up getting all of the suggested service done. The atmosphere of the entire place is great everyone is always friendly and curtious. I would recommend this dealership to anyone. While they may not be the cheapest I and my family always feel confident in the work performed and they always do some little extra thing....a future discount on oil change for example. I do find the price reasonable because in my line of work (construction) there is the saying " you get what you pay for!" And I do believe it is the same in the automotive world....you pay for what you get...and Passport overall is great and I do not mind paying a bit more for better top quality service.

exownerx3

"The whole experience was amazing"

Our car was totaled in the flooding a few months ago and we couldn't decide what to replace it with we looked at Lexus ,BMW , Mercedes and Acura when we noticed a Infiniti FX at a festival in Alexandria and we fell in love with the looks and we decided to visit Passport Infiniti , truthfully my husband and I never had Infiniti on the shopping list we were greeted very early before the dealer opened by the dealership manager who happened to be there he opened the dealership and personally showed us several new FXs and we then found our new baby a beautiful white FX that we just had to have. Steve then had one of his colleagues Sandra take us for a test drive our love for the FX grew much stronger so the the hard part negotiating the deal. Steve then showed us several financing and leasing options and we decided to lease. So while our baby was being prepped we did the paperwork with Corie she was very nice and she also made us feel very comfortable and before we knew it we where done and ready to drive off in our shiny new Infiniti. The crew Steve, Sandra and Corie made us feel like VIPs like we mattered the whole experience was amazing they weren't pushy they paid attention to cur needs and they genuinely cared about our needs. Passport Infiniti is Simply the Best.....we love our FX and we love Passport!!!

Marinegirl

"The most special car buying experience"

After shopping several Infiniti dealers in the area we were not impressed with the attitude of the sales people. We then happened by Passport Infiniti we were greeted by a very nice man the General Manager Steve Browdy he along with Sandra really made this the most special car buying experience I have ever had in over 20 years of purchasing a new car every 2 years. He really made us feel like family and when all of the items we had in our Escalade wouldn't fit in our new G. Convertible he personally followed us home to Great Falls and it only helped us unload bu also re-explained all of the operating controls and features at 10:00 pm on a Friday night. He went above and beyond the call of duty for us.....

Echen1060

"Customer service goes above and beyond"

I have been so impressed by the integrity and followup with the staff of Passport Infiniti. Their customer service goes above and beyond normal expectations and really sets a new standard. Furthermore, the Personal Assistant Program offered by Infiniti has taken not only my driving experience but my lifestyle to a whole new level. I am so happy to I am leasing a car from this dealership and would recommend them without hesitation.

jenchirodoc

"Going above and beyond"

I can only think of one example of a customer service representative going above and beyond in my experience, and it wasn't even that significant, it was also about 30 years ago - in the days when a company was concerned with every individual and the customer was always right. I thought those days were completely gone and certainly not part of todays generational view of the customer. That is until I went to Passport Infiniti in Alexandria, VA and was transferred over to Mr. Jon Conner, the customer service technical rep. Once maybe in your lifetime you run into someone who is pleasant, approachable, listens and truly shows sympathy with a customers woes. My Infiniti 2011, I30 had an engine light on and this prevented me from passing the emissions test for a registration renewal. To make a long story short, I had to return three times, each time the engine light came on again, and again. After about $4,000 the car is fine now. You would think that after returning time after time after time and spending that large sum of money that a customer would get mad - even worse - screaming and yelling. I could have taken that route but it was Mr. Conner who somehow made me feel OK about having to go through this episode of car repair. I don't have the kind of money to lay out $4,000 in a clip, it hurt, it hurt alot but somehow I am ok with it. My conclusion is that a sympathetic, cordial, kind and understanding customer rep. can make even the worst of situations ok. Thank you Mr. Conner. I only wish I could duplicate you and your character over and over and over again and have you work at all the businesses I deal with.

Tom Trivisani

"Outstanding service"

My husband and I just purchased a 2011 QX56 from passport infinitit. Due to my husbands crazy work schedule we were often pressed for time. Johnny Craig was fabulous! He helped us get the majority of our paper work done before arriving and we were literally there for 45 minutes total! We had very specific features in mind for our car and passport and Johnny made it happen. They had our car shipped and delivered within a week and half. When we arrived to pick it up the entire staff was great and our car was beautiful! We live in Florida half of the year and usually buy our cars there, but passport has been wonderful! We have only had our new car for two weeks but we did have it in for a routine service appointment and the staff there was awesome as well! Johnny has personally called me since taking our new car home, just to check in. I hope this outstanding service continues for us in the years to come. Go to Passport Infiniti in Alexandria and see Johnny Craig!!!

Jessicaw0605

"Made sure the great customer satisfaction is met"

Johnny Craig who is a Sales Consultant at Passport Infiniti of Alexandria is really a patient person and made sure the great customer satisfaction is met. After he showed several new FX35 cars, filled out a credit application, answered any questions, etc...to my fiance and me, we then went to fill out a contract agreement and loan to purchase the FX35 with a Business Manager at the Finance center. Even though the dealership is closed at 7 PM, but we just started asking a lot of questions to the Business Manager and signed paperworks until 10:30 pm. Yes, I am seriously not kidding. And we were so surprised that Johnny was delivering the new car and waiting for us to get it at 10:30 PM, instead of going to his home for the day when the dealer is closed at 7 PM. We really like Johnny and are satisfied with the overall experience at the Passport Infiniti of Alexandria. We would recommend this dealership to anyone who is interested in purchasing Infiniti cars.

exi3482@10

"I'm still all smiles"

I put my car in service for clutch repair at 9 am in the morning. As I was leaving the dealer I noticed the new IPL G37 Coupe in Malbec Black with a manual transmission. A few hours later I received the call that everyone fears from their Service Advisor. My car was going to cost more to fix than what I owed on it.

I called the Sales Department and spoke with Minho Kong. I was very straight with him by telling him how much I didn't want to sit through a dog and pony show of what may be a three hour experience. I gave him the basics and hung up the phone.

Minho called me back and what surprised me was the text updates I also received. Now I'm a 58 year old who really dosen't text too much but in this instance, I was busy at work and couldn't talk.

He told me that he had a deal I couldn't refuse and he was pulling the car out of the showroom for a test drive.

I've driven the G37 before during the initial release. I knew that once I was behind the wheel it would be hard to go back to my 6 year old 2004 G35.

Well I'm now driving my new G37 Malbec Black IPL after dropping my old G35 off on the same day.

The numbers worked for us both and I believe they know how to sell cars to people that really want them.

Even Latoya, my financial close-out person was wonderful. She explained the deal and my additional options.

This was truly a wonderful experience and I'm still all smiles.

dc_one

"Professional approach to buying a car"

The reason I bought my Infiniti at Passport was because of the professional approach to buying a car that Min Kong and Arthur Lauer consistently exhibited. I test drove a Lexus ES350, Audi A4 and Infiniti G37. I narrowed it down to an Infiniti, then worked with three different Infiniti dealers. I chose Passport. The reason, again, was Arthur and Min. They were very fair, upfront, and straight forward. It was easy to work/negotiate with them and, as a result, they earned my business. Additionally, I really love the G37. What a great car.

fschobert

"Very helpful and easy to work with"

My friend and I called this dealership after seeing their ads for March Madness. The person picked up the phone was Min. He was very professional and detail oriented. We asked him several questions regarding the deals listed in the ads and he answered all of them carefully, then he invited us to stop by the showroom to look at cars and negotiate. We stopped in around 5pm that same day (Sat) and were quickly greeted by Min. He was very helpful and easy to work with. The whole negotiation process was so easy which is my 1st time experiencing it at a car dealership. My friend and I both got the 2011 G25x for each of us and are very satisfied with the car as well as the service.

eebniz

"My sales experience at this dealership was exemplary"

Today, I purchased a G37 Coupe from Passport Infiniti in Alexandria, VA. My sales experience at this dealership was exemplary. The price negotiated for my new G37 Coupe and the trade value for my former auto was outstanding. Jason and Sonja were bright, professional, knowledgable and an absolute pleasure to work with. Donna in finance was fantastic. She too was bright, professional, knowledgable and a pleasure. The forthcoming and honest experience was appreciated. My family and I were treated wonderfully. If you're in the market for an Infiniti, you owe it to yourself to contact Passport. I would not hesitate to purchase another vehicle from this dealership.

Richard_in_VA

"Awesome buying experience"

I would like to recommend Marc Caple and Brian Harrigan for an awesome buying experience. They went the extra mile to make the deal. I bought a 2010 FX35 last week due to their preofessionalism, courtesy, and willingness to make sure that the customer is happy. I am a USAA member and presented my car buying service certificate which they honored and even did one better. Marc was extremely knowledgeable about the product. He also was not pushy. We test drove a QX56 but decided that it was too big. I initially thought that the FX was too small but reconsidered what I was getting after looking at my priorities. It's an SUV, a sport car, and a tech toy all rolled into one. The truck handles like its on rails, got tons of power and has more tech perks than any other competitor on the market. The product itself is good but what sealed the deal was the overall sales experience from Marc and Brian. If you're looking for a great buying experiece coupled with the best price/deal, then see Marc and Brian. On another note Latoya was great with the financing and warranty/maintenance plans.

publicenemy

"Truly exceptional"

Last Saturday, I called your dealership requesting information on one of your pre-owned vehicles I had seen online on the USAA auto buying site, was directed to Mr. Craddock. He was very helpful and pleasant over the telephone and later that evening I drove over to see the vehicle and speak to him in person. He was expecting me and we took a look at the vehicle and then proceeded to sit down and discuss the options, price and terms which I might expect if I purchased the vehicle. He took his time despite the lateness of the visit (8:30 pm) and carefully explained everything to me. When we discussed the price, he was quick to explain everything, and when I asked for his best offer, he made no excuses and after checking with his supervisor returned with a no-nonsense best offer. At no time was there the expected (and dreaded by me) stereotypical artificial long wait. Instead, Mr. Craddock was very respectful and businesslike. I informed him that I was looking at several other vehicles, but that I would get back to him on Monday. He graciously closed our meeting, and I left with a written offer to consider. The following day my wife and I looked at the other cars, and decided that, hands down, the car offered by Passport was the best condition, had the best options and was by far the best deal. I then brought my wife over to see it. Mr. Craddock was off I was informed when we arrived, but one of his colleagues assured me that they would inform him of my decision and that he would be expecting me Monday afternoon for a final visit where we planned to buy the vehicle. On Monday morning I called from work, and Mr. Craddock informed me that he was already getting the vehicle inspected, detailed and ready to go. My wife and I arrived at 4:30pm and Mr Craddock again walked us though the vehicle's features. We then sat down to complete the purchase and again he was thorough and explained everything fully. He also was very respectful and truthful when dealing with my trade-in. Within one and one half hour we had completed everything, and even got a better rate from your business office than we had been approved for from USAA! Mr. Craddock was as helpful and friendly as we left as when I first called him on the telephone. What makes this all the more exceptional is that the vehicle we purchased was a Range Rover you had taken in as a trade. I can only assume that if all your staff, and especially Mr, Craddock, is this professional with a seconday product, that he must be truly exceptional when selling Infiniti cars.

Evangeline

"Extremely helpful"

While we were visiting northern Virginia, we found this dealership on the internet. We were looking for a used EX35. Passport Infinity had several in stack as well as an extremely helpful website. Our salesman, Yamil Abed, was super....very knowledgeable, interesting, patient and customer service oriented. When we met Chris Eader, the used car manager, I thought, oh no, here we go with the usual "car dealership routine". I was so wrong! Chris was extremely personable and HELPFUL throughout the ENTIRE process. Both Yamil & Chris did everything possible to help us take the vehicle home. Everyone who buys a car should have the experience of working with these two gentlemen. Within a week, we had a small glitch and needed a replacement part and a manual. Thanks to TONY, in the Parts Department, we do not have a glitch any more. All is well. He took care of it! And did I mention that Dorothy did a great job with all of the paperwork? Well, she did! In summary, checkout their website for lots of information & visit Passport Infinity for an excellent car buying experience. We LOVE the EX35!!!

Triceratops

"Passport Infiniti they rule!!!!"

Just moved to the area and my 2011 FX50 needed service I called for an appointment expecting like in New York to have to wait a week for an appointment and they told me to bring it in immediately. Upon my arrival I was greeted by a very nice young man John Perry he set me up in the lounge and told me it would be 1 hour and I would be on my way. while I was sitting there several employess that had walked by both smiled and said good morning they all seem to have a very nice attitude. They also have a very cool perk where they provide clients with individual I-pads while I they are in the lounge. John then came and showed me a very comprehensive printout of the complete check they did on my vehicle I was amazed they performed this thorough of a check when I only requested an oil change. Then a few minutes later they advised me my FX was completed and washed and vacumed thoroughly this place and the people are so nice I almost dont want to leave the Ipads are a fantastic perk and I even am taking the time to review them from the I pad...I am new to the area but I will tell everyone I know that owns an Infiniti to go to Passport Infiniti they rule!!!!

elizabeth

"Fantastic dealership"

Fantastic dealership.... Cannot say enough good things about this place. Everyone is professional, attentive and courteous. 
I walked up to the entrance and was hurriedly greeted by an open door, a smile and an enthusiastic "Welcome to Passport Infiniti, how may
I assist you?" Wow, I didn't even have to pull a door handle. Imagine that these days... Anyways, I stated I was browsing and would ask for assistance when and if I had any questions...  He again smiled, and stated,  "Of course, take your time, please don't hesitate to ask!   While I proceeded to browse, another sales person asked "Can I get you something to drink - Coffee, tea, water?"  I thanked him and declined the beverage offer. I continued to look at all the cars in the showroom and did not feel pressured or glared at. When I was done looking and turned to leave, another sales person, asked once again, could he be of any assistance to me and when I replied no, he remained courteous and thanked me for stopping in. I was given 3 business cards and was asked for my contact information, but I declined.  Although, I haven't decided which model I want to purchase as of yet, when I do decide, it will definitely be at Passport Infiniti of Alexandria... Thank you for a wonderful welcoming experience!

Elaine N.

"We would strongly recommend this dealership"

Johnny Craig who is a Sales Consultant at Passport Infiniti of Alexandria is really a patient person and made sure the great customer satisfaction is met. After he showed several new FX35 cars, filled out a credit application, answered any questions, etc...to my fiance and me, we then went to fill out a contract agreement and loan to purchase the FX35 with a Business Manager at the Finance center. Even though the dealership is closed at 7 PM, but we just started asking a lot of questions to the Business Manager and signed paperworks until 10:30 pm. Yes, I am seriously not kidding. And we were so surprised that Johnny was delivering the new car and waiting for us to get it at 10:30 PM, instead of going to his home for the day when the dealer is closed at 7 PM. We really like Johnny and are satisfied with the overall experience at the Passport Infiniti of Alexandria. We would strongly recommend this dealership to anyone who is interested in purchasing Infiniti cars.

Elena I.