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Austin INFINITI
Austin, TX
808 Reviews
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December 23, 2010
This dealer may be the best in the USA for all I know. This dealer may be the best in the USA for all I know. I just bought an Infiniti recently after years of Lexus and BMW. The car itself is good ( This dealer may be the best in the USA for all I know. I just bought an Infiniti recently after years of Lexus and BMW. The car itself is good (M45S) - it does not have the luxury of Lexus, but has better performance/handling. It does not have the performance of BMW but is more luxurious. And it has a huge trunk and fits 5 comfortably, which is awesome. The service is OK. Nothing bad. However, compared to Lexus/BMW/Mercedes, the service is middling at best. When I say "Lexus" going forward, it means both Lexus/BMW/Mercedes. At Lexus, when you arrive for service, someone immediately walks to your car, asks your name, brings the paperwork already printed, has you sign a car liability thing for the loaner car that is already prepared, double checks why the car is there, and then has you on your way in no time flat. The service is very fast, professional, courteous, and respectful. By contrast, I have several times gone to Infiniti to see lots of people milling about, obviously busy, and stood there for several minutes before someone eventually walks up and asks what I want. Then, eventually, the paperwork is created and within usually 15-20 minutes you are out of there with a loaner car. Not bad but not as fast as the other luxury brands. Staff are casual - friendly enough but offhand compared to Lexus. It feels like a GM service, not a luxury brand. At Lexus/BMW/Merc, when there is any issue of any kind, they just take care of it. Especially BMW - if something is a little out of warranty it is not unusual for them to just take care of it anyway. They really bend over backwards to give a great customer experience, and do all sorts of little things they don't really have to do. You get the feeling they want you to be 100% satisfied, and then some. At Infiniti, by contrast, they don't give an inch. If something is a little out of warranty when you take it in, even if acting up prior, sorry Charlie you're out of luck. The rules are the rules, no exceptions. For things which cost very small amounts of money they miss an opportunity to delight, and instead are just average. I guess that's the difference: Lexus/BMW/Mercedes really try to delight their customers, where Infiniti seems to be happy with just being OK. I think the Infiniti team think they are delighting the customer, so it is not lack of intent but lack of understanding of what it takes. They should start hiring their service mgrs from Lexus/BMW/Merc to up their game. Because of the service experience, and for no other reason, I am planning to sell my Infiniti in Q1, and buy a Lexus, BMW or Mercedes. Again, Infiniti service is good, not bad, but it simply does not match up to the competition. More
by averagedriverguy
November 30, 2010
I bought a Certified M45 2.5 yrs ago. This weekend I was told by another dealership that my car had 80% of the body repainted. When I purchased the vehicle I was told it had a clean car fax and hadn't been told by another dealership that my car had 80% of the body repainted. When I purchased the vehicle I was told it had a clean car fax and hadn't been in an accident. I will never purchase a car from this dealership again. If you do, paint meter their cars and verify that it hasn't been in a wreck. Protect yourself because this dealership will not. More
by gmata13
Employees Worked With
Camey Martinez, Camey Gonzales Martinez
November 04, 2010
Taking my car in to Austin Infiniti for service is always a wonderful experience. Their technicians are efficient and thorough, and I have never had a recurring problem with my car once I take it in. Every a wonderful experience. Their technicians are efficient and thorough, and I have never had a recurring problem with my car once I take it in. Every time I bring my car in for service, I get a fantastic loaner car, and never have to wait around for my car to be finished. Dave Hendricks takes excellent care of me, and lately has even started remembering to ask if my windshield wipers need replacing (in the Texas heat and cold, it seems the windshield wipers give out after about 6 months). Several of my co-workers have bought and service their cars at Infiniti based at least in part on how much I praise the dealership. I would never take my Infiniti anywhere else for service! More
by kelramos
Employees Worked With
Dave Hendricks, Dave Henricks
August 16, 2010
Austin Infiniti 8140 Burnet Road Austin, Texas 78757 Austin Infiniti 8140 Burnet Road Austin, Texas 78757 BEWARE. I purchased my Infiniti from a Dealer outside of Texas. I had only been to Austin In Austin Infiniti 8140 Burnet Road Austin, Texas 78757 BEWARE. I purchased my Infiniti from a Dealer outside of Texas. I had only been to Austin Infiniti one time to have work done on my vehicle, but maintained the vehicle impeccably – just not at Austin Infiniti. I received a letter from Kevin Martin the Vice President of Total Customer Satisfaction via Infiniti National Consumer Affairs Department stating that they had become aware of a cosmetic issue with the dash material on vehicles like mine. For this reason, Infiniti extended my vehicles Limited Warranty to 96 months and unlimited mileage. Several weeks after receiving the letter, my car started to have issues with the dash that was described in the letter that I had received from Infiniti National Consumer Affairs Department. I called Austin Infiniti to schedule an appointment with the Service Department to have the issue corrected, giving them two week notice so that they could make sure they had the parts for my vehicle. After leaving my car with Austin Infiniti’s Service Consultant Steve Donovan, I was told my car would be ready that day. Later that afternoon, I received a call from Steve Donovan saying that my car was not ready, and that they were not going to fix the warranty issue. When explained why by Steve Donovan, I was told that because I had not been bringing my vehicle to Austin Infiniti for maintenance they would not fix my warranty issue. I asked to speak with the General Manager of Austin Infiniti, Allen 'Big Al' Clauss, and he said that they are a private Infiniti Dealer and that they could refuse service to anyone they choose. After picking up my vehicle, I contacted Infiniti National Consumer Affairs Department, to see if they could help me out. I spoke with Emalea Reid, Regional Consumer Specialist for Infiniti North America, and after her research she stated that I would have to take my vehicle to another Infiniti Dealer. The closes Infiniti Dealer is over 80 miles away, and who is to say that they will not refuse the vehicle warranty work as well. When I asked Emalea Reid if I could speak with her supervisor, she refused to tell me how to reach that person or even tell me their name. In short, it is very very confusing as to why Austin Infiniti could refuse to fix a warranty item that I was instructed by Infinity National Consumer Affairs Department to have fixed at their location. PLEASE BEWARE OF AUSTIN INFINITI’S PRACTICES REGARDING HONORING WARRANTY WORK ON ANY INFINITI VEHICLE. More
by lancejv
Employees Worked With
Allen Clauss and Steve Donovan, Allen Clauss, Steve Donovan
February 23, 2010
From the first phone call to the final close Shealea and Camey were very responsive and very upfront about everything. Since I don't live in an area that has an Infiniti dealership price was the most impor Camey were very responsive and very upfront about everything. Since I don't live in an area that has an Infiniti dealership price was the most important buying factor for me. Shealea quoted me a great price on a new 2010 G37 from the very first. I did not have to haggle over price and I like that. In fact, I was a little concerned that the price she gave me might not be the actual car I was wanting (we did this all over the phone and email) since it was so much lower than other quotes I had gotten. When I asked her about it she was very straight forward with me - told me I had told her up front that I was buying on price and so she gave me her best price up front. I like that way of doing business! More
by KimKinMom
Employees Worked With
Shealea Greer, Camey Martinez, Camey Gonzales Martinez
October 14, 2009
My experience at this dealership has been great. I own a 2003 G35 coupe which I bought from Shalea Greer. She was very knowledgeable about the car, was always honest and truthful, and is still friendly to 2003 G35 coupe which I bought from Shalea Greer. She was very knowledgeable about the car, was always honest and truthful, and is still friendly to me when I'm in for service - 6 years after the sale. Plus, their service department is the best I've ever encountered. I've owned Lexus products and have had service in several of their dealerships but none of them equal Austin Infiniti. I have never once had to return my car due to a problem not being fixed. The drop off is always quick and the loaner car is waiting right outside the advisor's area. I would not hesitate to buy from this dealer again but unfortunately Infiniti doesn't make a car that interests me at the present. I'm hopeful one will come along in the next couple of years. My only complaint might be their lease rates weren't as good as some of the other Infiniti dealers in the state. That might have more to do with the timing of my purchase, though. More
by acthammer
Employees Worked With
3
January 23, 2004
I typically buy an average of two new cars per year to drive. I don't really have much brand loyalty to any one manufacturer so I try to drive as many different cars as possible. I decided to go take a lo drive. I don't really have much brand loyalty to any one manufacturer so I try to drive as many different cars as possible. I decided to go take a look at the new infiniti FX45 in september at Austin Infiniti. I was test drving the FX45 no later than 20 min. after walking into the dealership and had a quote on the car by the end of the hour. The best part was that I was wearing my torn jeans, teva sandals, and a t-shirt that I workout in and the guys there treated me no different than their most valued customer. I checked prices on similar FX's from other dealers and the Austin Infiniti qoute was less, and this was after I told the other dealers that I had already gotten a quote from Austin Infiniti. I am sold on the service and quality of service of this dealer. Probably not going anywhere else for a while. More
by fijiwill
Employees Worked With
trina
December 08, 2003
I recently purchased a 2004 G35 Sedan from this dealer. If there had been an alternate dealer in Austin or San Antonio that had the vehicle I wanted, I would have left and gone there based on my experience If there had been an alternate dealer in Austin or San Antonio that had the vehicle I wanted, I would have left and gone there based on my experience. For that matter, I nearly left to go to Sewell Infiniti in Dallas since when I spoke with them on the phone they were much more helpful and courteous.<br><br>Since my employer is a vendor used by Nissan, I am eligible for Nissan's Vehicle Purchase Program. Based on this, I took a serious look at both the Nissan and Infiniti vehicle lines given that my discount would save a few thousand off MSRP and since I was supposed to be given a pre-determined price without any negotiation. The first time I stopped by to see if the dealer participated in the VPP program and get a quote for the pre-determined VPP price, the sales person said that they didn't participate. After speaking with the manager on duty though, he agreed that they might be able to quote me the price, and that he'd have the New Car Sales Manager call me the next day to discuss.<br><br>After hearing back that they would give me the VPP price for the month, I scheduled a time to come in with my wife for a test drive a few days later. On the day of the test drive, we arrived at the agreed upon time but ended up waiting around a lot and in the end only got to spend 15 minutes with the sales person driving the car and 15 minutes with us driving before they closed. Since we were still interested in the car, we set up a time to come back the following day to drive further. Before leaving, when I brought up the topic of price, the sales person started to hedge again whether or not they would honor the VPP price. By the time we left, we were pretty frustrated given how much time we had wasted, and that they still hadn't told us the price. This was especially annoying given that I was able to call Sewell Infiniti in Dallas and get a quote on the VPP price in less than 20 minutes over the phone.<br><br>When we went back the following day, we were given about 45 minutes to drive the car alone because they were having a sales meeting. This was great, but when we got back to the dealership the shenanigans started again. First, when I brought up the topic of price the sales person tried to stick a credit application in my face which I complained about vigorously. Second, the sales person didn't seem to have the answers to any of my questions and kept running off to talk to other people making the discussion very drawn out. Finally, I blew up and said that if they had any desire to sell me the vehicle today they needed to quote me a price NOW or I was leaving. After that, things settled down and the experience became tolerable.<br><br>The bottom line is that if you walk in the door to this dealership without clear expectations and knowing exactly what you want, I could totally see this dealer walking all over you. It is unfortunate that there is not a second Infiniti dealership in Austin to keep them honest. More
by ccooper
