INFINITI of Boerne

Faylin is great as a service support person. However Infinity is failing as a corporation. This last service visit again could not deliver on their service promises around picking up the car a However Infinity is failing as a corporation. This last service visit again could not deliver on their service promises around picking up the car and delivering it back when service is completed. This has happened multiple times because not enough employees are hired. More

My first visit to Principle INFINITI of Boerne for routine maintenance was, unfortunately, a disappointing experience that fell well below expectations. From the outset, the interaction with my ser routine maintenance was, unfortunately, a disappointing experience that fell well below expectations. From the outset, the interaction with my service advisor, Faylin Miller, felt more like a sales pitch than a customer-focused service appointment. Before my vehicle had even been properly inspected by a technician, I was presented with a series of additional maintenance suggestions. It came across as a “nickel-and-dime” approach pushing services that had not yet been validated as necessary by an expert mechanic. In my view, recommendations should come after a thorough inspection, not before. One specific issue stood out. I requested that my battery be checked and cleaned due to visible corrosion. Faylin Miller mentioned corrosion-prevention felt pads, which I explicitly declined. I asked only for the battery to be inspected and cleaned. While the maintenance video later confirmed that the battery was cleaned and checked, I discovered after leaving that felt pads had been installed anyway despite my clear refusal. This was more than just an unwanted add-on. Shortly after, my vehicle experienced a complete loss of power. I had to personally remove the pads and discovered that the battery cable had not been properly tightened. After spending a significant amount of money and time on what should have been routine maintenance, I should not have had to troubleshoot or correct the work myself. The core issue here was a breakdown in communication and a lack of attention to customer instructions. I did not feel heard or respected in my decisions regarding my own vehicle. Additionally, the quality control on the work performed was concerning. The maintenance video provided transparency, but it also highlighted the disconnect between what was requested and what was actually done. Although this dealership is conveniently located less than five minutes from me, I will not be returning. This experience did not reflect the level of professionalism or trust I expect when servicing my vehicle. Thank you for the one-time experience. More

Service was good. Time it took a little long but was given a loaner car so it was fine. Time it took a little long but was given a loaner car so it was fine. More

The service department worked efficiently and provided excellent care to my car. Max was very attentive to my needs. excellent care to my car. Max was very attentive to my needs. More

We were very satisfied with the service department and technicians. They were very professional and accommodating. technicians. They were very professional and accommodating. More

Great people as always and great service. Thank you for all your help! Will be back! Thank you for all your help! Will be back! More

Principle Infiniti cares about taking care of their customers. If anything is not up to great service, you f brought to their attention they will make it more than right. Highly recommend. customers. If anything is not up to great service, you f brought to their attention they will make it more than right. Highly recommend. More

Management at this dealership ignored 2 phone calls from me regarding possible fraudulent credit card use of my card which they insisted be presented for a factory recall- which I thought was unusual for a me regarding possible fraudulent credit card use of my card which they insisted be presented for a factory recall- which I thought was unusual for a factory sponsored recall. I do not care to do any business with an organization that ignores customer feedback More

Great service and very communicative! Waiting was clean and stocked with snacks and drinks plus WiFi! Waiting was clean and stocked with snacks and drinks plus WiFi! More

From the very beginning, Rocky was extremely kind and scheduled my appointment right away because my QX50 had a motor recall. The service I received was incredible they went above and beyond by giving me scheduled my appointment right away because my QX50 had a motor recall. The service I received was incredible they went above and beyond by giving me a loaner car, an Infiniti QX60, not the basic one but the top-of-the-line Autograph model. I couldn’t believe it. I completely fell in love with the QX60 and all of its amazing tech features. Rocky stayed in communication with me the entire time. Honestly, the experience exceeded my expectations. In my case, Principal Infiniti earned an A-plus. I hope my QX50 doesn’t give me problems now that it has a new engine, but I’m confident Principal Infiniti won’t disappoint me. I want to thank Rocky for taking such good care of me, and Laura as well for helping with the loaner car. Principal Infiniti, in my experience, truly understands what customer service is. The owners should know they have employees who go the extra mile and my experience clearly showed that. Thank you. More