Dick Smith Infiniti of St. Andrews Auto Repair Service

I can't understand why they reset my trip odometer. This is the 2nd time this has happened.

I would be remiss if I did not take the time to share feedback regarding my recent service experience at **** Smith Infiniti of Columbia. I have been a loyal Infiniti owner for more than 20 years and have had my vehicles serviced at Infiniti dealerships across multiple states. Throughout that time, I have consistently experienced professionalism, respect, and a customer-first approach that aligns with the Infiniti brand. Unfortunately, my recent interaction with Service Advisor Lucas during the week of May 17th fell well short of those expectations. During our conversation, there was an obvious breakdown in communication regarding services, expectations, and the information that had been communicated. Rather than working collaboratively to clarify the misunderstanding and ensure we were aligned, the interaction came across as condescending and dismissive, which made it difficult to have a productive conversation. As the discussion continued, I respectfully asked if there was another service advisor or manager I could speak with to help resolve the issue. My request was denied, and when I asked a second time, Lucas abruptly ended the call by hanging up on me. The interaction was disappointing not only because of the lack of professionalism displayed, but also because it did not reflect the level of customer care, respect, and integrity that I have come to associate with the Infiniti brand. Customers should never feel dismissed, disrespected, or prevented from escalating concerns when a communication breakdown occurs, particularly when there are differing interpretations regarding services and customer expectations. I do want to recognize and thank Michael, who later stepped in to assist. He listened, demonstrated professionalism, treated me with respect, and helped address the situation in a way that restored some confidence in the customer experience. My intent in sharing this feedback is not simply to express dissatisfaction, but to provide honest feedback that I hope contributes to growth and development. After more than two decades of driving Infiniti vehicles and working with Infiniti service departments across multiple states, this was the first experience that did not reflect the professionalism, courtesy, and customer care I have come to expect from the brand. Infiniti has built its reputation on delivering a premium customer experience, and interactions like this do not align with the values and standards that have kept me loyal to the brand for so many years. My hope is that this feedback helps ensure future customers receive the level of service, professionalism, communication, and respect that should be synonymous with the Infiniti name.

There was absolutely ZERO communication. I FINALLY received a text saying my vehicle was ready at 5:40PM. When I arrived the next afternoon there was still one item that was not managed. I had to wait close to one hour. Unacceptable!

I am new to Infiniti after owning Audis and Chevrolets. Two weeks ago, I bought a Certified Pre-Owned (CPO) Infiniti QX60 with 45,651 miles from an out-of-state Infiniti dealer. It just passed Infiniti’s 167-point CPO inspection. On May 28, 2026, I visited **** Smith Infiniti to have a front bumper air deflector installed. I wanted to find a service department I could trust for the long term. Sadly, my first visit was awful. My service advisor, Lucas, told me at the conclusion of the visit I needed a new cabin filter, coolant flush, brake fluid flush, transmission flush, and fuel induction service right away. He said this was based on the year and mileage of the vehicle. I asked him to check the Infiniti National Service History, since the car was just certified. He said they didn't check that initially and didn't have the vehicle service records. I insisted he use the VIN to check. Sure enough, the system showed the cabin filter and brake fluid were changed just 1,200 miles ago. Next, I asked about the coolant and transmission flushes. Infiniti recommends a transmission flush at 60,000 miles and coolant at 105,000 miles. Lucas told me the early flushes were a "**** Smith recommendation based on 30 years of experience." I went in for a simple $194 install, and they tried to persuade me into spending $1,865 on unneeded work. It is a shame that greed ruined what could have been a loyal customer relationship

Always trusted service, thank you

Great job! Professional and knowledgeable Infiniti Staff providing excellent service and customer support! I am very appreciative of **** Smih Infiniti Dealership’s courteous Staff, friendly family atmosphere and superb automobile sales and service experience! I would like to recognize Michael Brown & Staff, the Administrative Staff and Receptions for their cordial welcome, friendly assistance and phenomenal customer service! **** Smith Infiniti “Just Does It All Right!” Highly recommended! Thank you! Richard W

Your entire staff were courteous and the service was completed in a timely manner.

A day that I thought would be a day from hell turned out to be a pretty good day. I had an early car appointment and a doctor's appointment at the same time. Lucas and his staff managed to get me to my doctor's appointment and they picked me up from my appointment. As I returned from my doctor's appointment my car was ready and due to some mishap to my car my car was fixed free of charge. Thank you Lucas for your time and attention you gave to my car and myself as a customer.

Thanks Lucas

Lucas is doing a great job! He has a great attitude and very informative about the order in which you can get work done on your car.

My appointment was at 1:45 and I didn’t get leave until almost 5:00. I was told the service department wasn’t even busy. This was an oil change and service. Very disappointing.

Was given a long list of items my car ‘needed’ Air filter was replaced less than 1 month/3k miles before servcie yet I was told it needed to be replaced ?? I will remove it tomorrow and check it but I am sure it looks brand new. What else was recommended but I don’t really need?

Oil changed completed and my car was washed. I couldn’t ask for more!

I feel like all of my questions weren't really addressed to my satisfaction. I noticed the price of the oil change jumped from about 80 to 152! I wanted to know why. All I was told was pricing structure changed since my last visit 9/2025. I get that but for the price to almost double without any real explanation was upsetting. He said that includes 24 point inspection, car wash and oil change. Okay, but that was the same thing I got when it was 80. Nothing remotely changed or improved. Just an almost 100 percent increase and my inside wasn't even vacuumed like they usually do. Then quoted me 1700 for tires!!! If that wasn't inflated as crap. With these prices I may consider taking my business elsewhere. And then I have to wait 2 hours just for an oil change. I understand a slight increase but I felt completely price gouged today. I refused tires because that was just ridiculous. Whoever is in charge of pricing needs to reconsider or risk losing longtime valued customers. Your service advisors need to be able to thoroughly explain these changes and why they're so high. What makes these prices make a customer want to keep coming? I also don't like getting new service advisors everytime I come. When John McMillan was there I created a great rapport with him. Now it's always new people that I don't completely trust or feel have my best interest. They're just there to upsell you these very expensive services that aren't necessarily needed right now. He was nice though. That's all I can really say. The receptionist was very pleasant too and made everyone in the lobby engaged with conversation. That was nice.

I sat there for three hours before I was told that they couldn’t get the drain plug out for an oil change. No updates from Michael as I waited. **** Smith Nissan and Infiniti has very poor customer service. No empathy voiced when I was told 1300 for a new oil pan like that’s something you want to hear when gas is 5.00 a gallon and three bags of groceries cost $100.00. I have dealt with **** Smith for many years but now I think it’s time for me to depart ways.

Yes we were satisfied

Lucas was outstanding to work with throughout the entire process, of BOTH of my recent QX60 service needs. He handled the issues I’ve been dealing with professionally, efficiently, and with a level of communication that greatly reduced the stress of the situation. His approachable, friendly, and genuine personality also made the experience much more pleasant than I expected. I would absolutely recommend both Lucas and your service department to friends, family, and colleagues. Excellent customer service from start to finish! Truly a five-star experience.

I received a multi point inspection 3 days ago and was informed that although I need some general maintenance, nothing was a safety concern. Today, my check engine light came on and the car sounds like it may have a transmission issue.

The service department communication was very poor. Instead of me talking with the service department I had to send multiple text messages in order to get someone to assist me with questions I had regarding my vehicle.

Excellent customer service. Infiniti ensure vehicle are safe and drive smoothly in a timely manner. Thank you for taking care my vehicle all these years. Will continue to be loyal.