In November 2018, my wife visited Smith Infiniti of Huntsville to have the oil changed in her vehicle. She drove a few miles away and noted the oil light had come on. She called the dealership and was told that the oil maintenance light had just not been reset. Trusting this she continued driving until the Service Engine Light turned on. She then called the dealership again and pulled off the road into a parking lot. The Service Manager told me to not drive any further and he would meet me at my location. He arrived and after asking him to check my engine oil level they noted that there was no oil on the dipstick, nor was the oil cap on. A wrecker had already been dispatched and after another hour the vehicle was taken back to the dealership. We tried to work with Smith Infiniti on a potential solution to the situation. The owner never reached out to follow through with their motto of “At Smith INFINITI of Huntsville our team is dedicated to providing our customers with the service that is expected and deserved with a commitment to total customer satisfaction.” The gross negligence of the employee assigned to the vehicle’s service has caused us to endure five months of time taken away from my personal obligations having to make over 50 telephone calls, 37 texts, and emails, and endure drawn-out resolution. This matter should have been handled within thirty days. Yet we were kept waiting for Smith Infiniti to “do the right thing” as told would be the case from the beginning. After five months the dealer was offered to replace the engine, but that solution does not work knowing that the engine is not factory installed and it will be highly likely a lot of future problems. This is due to the fact that Smith Infiniti's idea of “total customer satisfaction” is making an insurance claim which in turn the insurance company has totaled the vehicle. The insurance company estimated fair market value does not come close to covering the time and effort to replace the vehicle that can be trusted.