West Houston INFINITI

AW

Alex Wexler

1 Jul 2026

I had a disappointing experience with West Houston INFINITI’s service department. When I purchased my vehicle, I was told that the first service would be free. However, when I brought my vehicle in, they refused to honor it.

The reason they gave was that the free first service had to be completed within the first year of purchase. This requirement was never clearly explained to me at the time of purchase. If there was a deadline or specific condition, it should have been communicated upfront so customers could plan accordingly.

A dealership should not offer a free service benefit during the sales process if they are not willing to clearly explain the terms and honor the promise. This was frustrating and disappointing, especially after trusting the information provided when I purchased the vehicle.

I hope West Houston INFINITI improves its communication and transparency with customers so others do not have the same experience.

KO

Kimberley O'Quinn Local Guide

3 Mar 2026

Bought a QX50 here three years ago. It has just over 30k miles on it. The car has already been in the shop 5 times and had the short engine block replaced. Still as long as service fixed the issues, and provided a loaner car, I could live with it. This week I made an appointment to have my wheels fixed (under warranty). First it took the service rep, Jeff Haney, a week to respond, and only after I both called and texted him. Then I came in early this am only to be told that they no longer provide loaners unless you carry a minimum of $100K bodily injury and $300k property damage in insurance. We carry a solid, comprehensive insurance policy but what they want is over insurance. Trust me, they are not putting you in a $300k loaner. Additionally I was not told this until I showed up this morning with no alternative transportation. So essentially I bought a lemon car that now that now I either have to over insure or find my own transportation while they fix things that are UNDER WARRANTY and part of the “platinum service package” I paid thousands for when I bought the car.

Mind you this is all in addition to them delivering the brand new car to my driveway with a dead battery. Then having their tow company pick it up at 2 am and then lose it for 36 hours. I should have known right then this was not a dealership that was well run.

EDITED TO ADD: I contacted Sewell Infinity after this debacle, and they got me in the same day, put me in a loaner car without the extraneous insurance requirements, AND they don't charge the customer for gas or tolls while in the loaner. It's a no-brainer on who will have my business moving forward.