West Houston INFINITI

This experience is with the SERVICE department only. I have had little issues before but this one was the worst. I will not return to this dealership again. I will pay a toll and drive further to avoid We have had little issues before but this one was the worst. I will not return to this dealership again. I will pay a toll and drive further to avoid West Houston INFINITI's service department. I setup a Saturday morning appointment to get the oil changed on my car and inspect a couple of issues. When I entered the dealership, Oscar Q. was my Service Advisor. I explained to him that the passenger front seat makes a rattling noise at speeds of 65MPH and above. I then told him about the 2nd issue. The brakes are becoming very hard to modulate. He told me that there will be $180 diagnosis fee which I accepted. He had an iPad-like device in his hand the whole time I was in his office and was entering data into as I was speaking. A few hours later, I received a text indicating that the car was ready. The text had a link to an online report. The report only addressed the brake issue but not the noise problem. I then called Oscar and he said that he forgot to include the noise issue because "we switched to discussing the brake issue". So I asked him when he can take a look at the noise issue and his response was: My technicians left for the day and will not be back until Tuesday. Then he told me that the door noise diagnosis will cost me another $180. I explained that this was not what we agreed on. That after telling him about the two issues, he quoted me $180 for diagnoses. It was NEVER mentioned that this is per issue. Had he told me that each would cost $180, I would have said, no thank you. His answer was: I can take the car for a test drive myself and tell you if I hear a noise but can't do anything else. Any way, I went to pick up the car and when I got to the cashier's desk, I asked to speak to a manager. The lady behind the desk told me that the manager left and will not be back until Monday. That's when Service Advisor Josh J. asked if he can help. I explained to him what happened and he said: Clearly my associate made a mistake and I want to make things right for you. He even offered me a loaner for until the car is fixed. That made me VERY happy. Sounded like he got to the root of the problem and was going to fix it. We had a very pleasant conversation and he said he was going to print some paperwork and then get the issue addressed. He left the room for a few minutes and came back with a whole different story. He suddenly said: I'm sorry but I have to be fair to my technicians... I need to charge you $180 because I am going to send two technicians to listen to the noise. I have to be fair to them. Wow, what happened in the few minutes he left the office? I waited until Monday and called the service dept to talk to a manager. They told me the manager was on another call and I could leave him my information to call me back. I did. It has been over a week now and nobody called. Well, enough is enough. This is not how you treat a long term customer or any customer for that matter. More

Best dealership in town I have been a part of the West Houston Infiniti family for many years. Note the word "family". That basically sums it up. They go above and beyond. Te I have been a part of the West Houston Infiniti family for many years. Note the word "family". That basically sums it up. They go above and beyond. Terry Epps is THE BEST! More

Very friendly and professional. Initially explained what services were going to be performed, gave me a loaner car, called twice on status of service and when work completed, explained all that was serviced services were going to be performed, gave me a loaner car, called twice on status of service and when work completed, explained all that was serviced on car and what was fixed. More

Prices are on the high side, although you will get value for your money but downward review of prices will encourage me to keep bringing my car and stop comparison with other dealers. for your money but downward review of prices will encourage me to keep bringing my car and stop comparison with other dealers. More

Very professional & always honest. Consistently oriented to help the customer. Always professional and to the point when it comes to explaining the service to be conducted and the reas Consistently oriented to help the customer. Always professional and to the point when it comes to explaining the service to be conducted and the reason. More

Best service writer in Houston Josh Jacob. Josh has earned my business for the dealership. The first service writer I can honestly say I trust 100 per cent. Josh Jacob. Josh has earned my business for the dealership. The first service writer I can honestly say I trust 100 per cent. More

I had a great experience at West Houston infinity dealership service department. ,Mason Coch did a outstanding job ! He was so helpful so knowledgeable, make me feel well taken care of! dealership service department. ,Mason Coch did a outstanding job ! He was so helpful so knowledgeable, make me feel well taken care of! More

Good service and communication. Helped with every thing I took it in for and made sure I was happy with service and price. Even a took it in for and made sure I was happy with service and price. Even a More

Could've been a better experience. It was a pleasure working with Daniel Saucedo. He is patient and is as thorough as he can be. There were some post sale issues I had to hold managemen It was a pleasure working with Daniel Saucedo. He is patient and is as thorough as he can be. There were some post sale issues I had to hold management's feet to the fire on. You promise in order to get a deal done, you better be prepared to pay up. Management did, but didn't make it pleasant. Jack Pearson may be good for the dealership as sales manager. But the petulant look on his face and body language when he had to authorize work wasn't only noticed by me but others, as well. It is better to control your reactions and body language. Then go in to your office and throw a tantrum, out of sight. More

I was very satisfied with West Infinite's over all service of my vehicle & their customer service is excellent. I would recommend them to my associates, colleagues, friends, & family. service of my vehicle & their customer service is excellent. I would recommend them to my associates, colleagues, friends, & family. More