This place has some serious management issues. There are no other local dealerships so my options are very limited. Last time I was in for an appointment it took over 3 hours to change the wheels. Even worse, they revved my car to the limit multiple times until I sent the person from the counter to complain. They apologized and got the service manager who seemed to blow it off like nothing at all. I filed a complaint on the follow up survey with Infiniti with my contact information but they never got back to me. Right now I am trying to call the service department and spent over an hour with multiple calls just to set an appointment. Before moving to the new location they would at least pick up the phone. My previous Infiniti dealers in Maryland and Chicago had none of these issues. I do give a second star because once work is done it seems to be done well. read more

Made 2 trips in one week and both times Service was great. 2nd visit the repair was fast despite the fact they were short 4 techs and my SUV was fixed and repaired in a lot less time than was expected. Jackson, my service advisor was great ...he explained what was actually wrong with my vehicle (because I concluded it something different) what was needed and any collateral damage that needed to be repaired also. Kept me informed on the status of a part that had to be ordered to repair my vehicle. Very pleased with the service I received. read more

Well where should I start. I called in for a estimate 2 days prior on window motor replacement the lady was nice she transfered me to the parts department so that I can ask the parts employee if they had the part which to this day im still trying to figure out why? I was transferred back over to set up a appointment for 1030 am for a window motor install, and a recall on a airbag. So two days later I arrive at the dealership with the with the impression that because I set up a appointment i should be priority for that time slot, and I should be out no longer than two hours. So intially the service rep was being pretty cool. I let him know I already set up appointment about window motor and airbag recall. I asked him how long it would take he said 2 to 2 1/2 hours i was like ok. I also let him know that i was staying until car was completed. So two hours passed and no one came to give update so i went to service rep asked him how everything was going. He seemed agitated went to the back told me everything is good and that they were working on airbag. I was like coo. I went back to lounge and continued to watch HGTV in their lounge. So to make a very very long story short. At the 4 hr mark I went back to the rep at this point im like sir how long is it going to take. He gets a attitude with me saying i dont like to tell people ETA because if im wong you keep coming up to me. I was like can you please give me a estimate he was like a hour and a half. What i didnt know at the time but now i do he was talking about the air bag....they didnt even start on the window yet. So im outside i see a random mechanic i asked him is he working on my G35 he says yes. He said we just finished your airbag i was like ok so I went inside to the rep he doesnt acknowledge me. He just keeps his head down adding up numbers which i later realize is my work order. At this point I have been there 6 hrs when I was told 2 to 2 1/2, but i keep my cool. He proceeds in telling me the price of the window and how much it would cost. In my head im like i know how much it cost i set up a appointment for that to be done. They havent even started on window yet at the 6 hr mark. I asked him how long would that take he says 1 to 1 1/2 hours im steaming inside but i dont show it i keep my cool. So doing all this time he never gives me a heads up, he never puts me at ease, or give me update he leaves me hanging. He was the worst service rep i have ever seen in all my years. The only people that was nice to me were the sales reps i never once told them my situation. Doing their down time they would come over and we talked sports they were awesome. Kudos to the sales team. So i finally get out of there at like 630pm got home at like 8 because I was coming from Williamsburg. Terrible terrible experience service rep was a bad representative of your business and should be fired. read more

I have been a Infiniti owner since 1999. Several cars later Charles Barker sold his dealership to Priority. In the beginning with Priority they treated this luxury brand and its customers with zero consideration and even took away the perks we have become accustomed too like automatic loaner vehicles for all service and service updates. I originally gave Priority a pass as this was their first luxury brand and was learning how to run this type of dealership. Priority doesn't seem to understand that people buy luxury vehicles not only for the vehicles but for the white glove service we have become accustom to receiving. Anyway years later they still fail miserably in that department. In my recent visit for service I had a 9am appointment for Wednesday and dropped the car off the night before. The next day around 4:00pm and not hearing a word from the service advisor .. I decided to call to see when my car would be ready. When they finally picked up the phone I was told it hasn't even been looked at yet and probably will not be until tomorrow. No phone call ... no updates ... no nothing from them ... during the entire day before my 4pm call. Thanks to them I had to inconvenience people to get to work the next day. The next day I finally get my car out of service around 3pm. I go pick my car up and no service advisor comes out to review my paperwork. Instead the cashier checks me out and hands me my keys. I ask you don't drive the car around anymore. She looked at me and told me where my car is parked on the lot. Four hundred and fifty two dollar service bill with no offer of a discount for my troubles or even an in person apology from anyone. Well, I have enjoyed my Infiniti cars over the years but I will be jumping brands because of Priority when I am ready to buy again. I only wish there was another option to service my Infiniti until that time comes. I have come to the conclusion that Customer service is not a "Priority". read more

Just got back off deployment and made a visit to the new location. I WAS TRULY IMPRESSED! Having worked with a dealership in Libertyville, Il, Priority has stepped up their game and the customer service was amazing. I was walked through everything that was done and given a military discount. The only thing missing is the ice cream cooler. read more

If you have ever been to Charles Barker or another Infiniti Dealership, you will be highly disappointed. Inattentive service advisors, service manager that provides lip service only, not up to par with other dealerships in the state. I highly recommend PEARSON INFINITI OF RICHMOND, the entire team will take great care of you even if you did not purchase your car there! They are trustworthy and provide an excellent experience from start to finish, more aligned with the Infiniti brand. read more

The new building is amazing and the customer service is as well. April helped me from start to finish and she is outstanding!

I purchased a 2016 QX 80 here. Vince and Charlie went above and beyond to make my experience a good one. I was relieved that I did not have to deal with any car salesman shenanigans. read more

Great service. Received State inspection and car wash! Beautiful new facility and Great customer service!

5 Star Service Team! Trustworthy Service Techs and Service Attendants! Went in for a 30K service and after they made a honest mistake they compensated all all my parts and labor saving me hundreds of dollars! Not to mention they did it all on the same day! We were blessed to have them taking care of me and my family days before we were transferring to California! Thanks again to all the Priority Infiniti Team!!!! read more

Thank you Priority for providing us with better service since the incident and correcting the mistakes to make the situation better. We really appreciate it. read more

Rocky start...smooth finish. On Monday 24 July I booked a service appointment for the following Monday, 31 July. That was the earliest day a loaner would be available. I called in Thursday to confirm the appointment and found out they had no record of my appointment. Ray, an assistant service manager honored my appointment and loaner. They are having difficulties with their phone number. The one online doesn't connect. Other than that, it was a good appointment so far. More to follow should my car come up with issues. read more

Terrible service, ruined each of my specialty wheels with pneumatic lug wrench and left all tires uneven and low. Had to go twice for maintenance issues not fixed the first time. My QX60 was less than a year old and because I didn't notice the carved out holes from lug wrench sooner than 3 months later, they denied all responsibility. They took two months to respond when we brought the issue of damages and poor customer service to their attention. Do NOT recommend. Find another place to service your vehicle! read more

The assistance I received from the expert staff is awesome. I initially went for my navigation system, which I am waiting for my dvd's, I was offered an free all around check because my vehicle was in storage for almost 8 years. Reggie informed me I had two recalls that would automatically take care of. I went back for my appointment and the starter went out since my vehicle is an 2005 Infiniti truck the starter had to be ordered. I was given a courtesy vehicle until mines was ready. Reggie called and informed me that it would be late by the time they finished with my vehicle so he would call me the next day when it was ready for pickup and that is how I met April who is awesome. I do not remember everyones name but everyone I met was courteous. I am definitely a fan. Thank you so much. read more

This was my first visit to the Priority Infiniti Service Center and I was very pleased with the ease of making the appointment, outstanding customer service, and the professionalism of the service technician. Paul (my service advisor) was very courteous and kept me apprised of the service technician's progress. The service technician (name unknown) provided a thorough multi-point inspection, highlighting all areas of concern. In short, I plan to continue coming to this service center. read more

I went to test drive an Infinity, I was provided a 2013 used Infinity that stunk, like cheap sweaty cologne. The car was nice but not the smell, it was nasty. I was not impressed by the sales person either Mr. DeVito, I was lured into the dealership under the disquise, do you want a bottle of water, a big guy came over to me and was disrespectfull to me, he said well maybe you should put the picture of the Infinity on your desk top, Vince the big guy was intrusive and pressuring me with the third degree as to why I could not buy the car that day. Pressuring by a sales person or a big ape at a car dealership is what happens, when you have no salesmanship or interpersonal skill level whatsoever. I emailed Mr. Devito a thank you for showing me the car, I did not get a response. I got the feeling that this dealership does not particularly like Women and I got an uneasy feeling in general from this dealership. I would not recommend buying anything from this place much less buying a car. 24 July 2017....UPDATE for Priority Infinity of Chesapeake, VA......New location, same old bad personnel salesman and Manager there......If you really want to have a new location set up, get rid of the old bad salesman and manager kind of people...clean house. Take a peek at my review just above from 2016.......This dealership is not Woman friendly at all.... Mr. Elmoe, the owner needs to shake off the old lackluster people and get himself some good people there. I would not buy a car from Priority anyway, no matter if they offered me free oil changes in to the next century. read more

I came in today to get my G37 oil changed and tires rotated. They told me 1:30 wait. I came back and saw car had not moved. The lady at the desk was very nice. Told me it would be completed in 30 minutes. Now an hour has passed. I would NOT recommend this place for service. read more

I happily purchased a 2008 Lexus RX350 truck 30 days ago. 3 weeks later the front end was shaking terribly, were as the vehicle had to be returned for service. I was told that the left brake caliper was defective and that the brake system would need to be replaced. I asked to speak with a manager and Mr. Washington advised to me that it was nothing that could be done. But I could pay for repairs and get a discount on the bill. I agreed because I was told after speaking with multiple people, that there was no other resolution. My total was $1112.00 and he charged me $1100.00 Really a measly $12.00 discount. This whole ordeal was totally unacceptable, 1st you sell me a default vehicle, then you charge me for a service that should've been included with my purchase. I also purchased a $2100.00 warranty which, this service was not included.I was bamboozled and was forced to spend money that I definitely didn't have. I will be writing the corporate office to express my disappointments as well. I thought that this was a reputable business, but I guess I was wrong. read more

EPIC FAIL Infiniti Roadside Assistance! Now I have totally NO FAITH in your service! Fortunately, I was merely waiting on tow for flat tire in my driveway BUT had left important business meeting to meet tow truck at my home. An hour & 30 minutes later... no driver, no call. Nothing! Call Roadside back, said I had to leave to head BACK to meeting, and was told, oh, hey, leave your key in your car and tow truck driver will take care of (ARE YOU KIDDING ME??!! ).. Two phone calls later, two different reps, two sets of instructions on where tow truck driver could pick up my key from neighbor (including providing neighbor's address & cell #), and then told driver would be there in 15 minutes. GUESS WHAT??? Yep, an hour and 30 minutes later, my phone is blowing up with Roadside Assistance, Tow Truck Co. and Driver calling me (while I am STILL in my meeting). The problem? "Uh, we're here for your car and no one is home." WTF????!!!!! I step out of my meeting and call RSA, then I am on conference call with Tow Co. Mgr., Driver & RSA, only RSA & Driver don't know I am on the line. They are bitching about ME not being there, not having proper instructions and Tow Co. Mgr. quietly says, "uh, folks, the client is on the line." He dropped their calls and kept me on phone. Driver was roaming my street, not following prior given instructions, and not even at my neighbor's. He's knocking on doors. I finally call my neighbor, she goes outside and he's in backyard of another neighbor! UNBELIEVABLE! NEVER, I mean, NEVER will I use Infiniti RSA, and I am very tempted to trade in my Infiniti for another manufacturer's car! Oh, best part is, due to this incompetent driver & operators, I will NOT have my vehicle tomorrow for a simple flat tire! Thank goodness my business is advertising & marketing and I KNOW THE POWER of social media AND how to go viral! read more

Great service and great people ! April is the best, she will go above and beyond to help