I own a 2006 Infiniti M35 and have had it serviced exclusively at West Houston Infiniti, where I purchased the car. Service has been hit and miss. Scheduling appointments was a hassle, things were often not done right the first time, and generally I just gritted my teeth before making an appointment and hoped for a smooth experience. While the service has been improving, on my appointment in late March 2011, I noticed a huge change in the level of customer service. Staff was really responsive and they were working as a team to move cars, get loaners ready and get customers on their way as soon as possible. My advisor called me frequently (but not excessively) to let me know what was happening, extra work they recommended, and when the car would be ready. He even told me the best way to reach him during the day - an all time first and I've been getting cars serviced for over 30 years. All went well except for one thing - the service crew did not re-set the tire pressure monitor sensors - a common error at this dealership. However, when I contacted my advisor, he responded (on his day off) to tell me to bring the car in any time and that they would take care of it. I went immediately to the cashier on arrival, and he told me he would have the porter take the car and get someone right on it. They had the keys back to me in 15 minutes. On a busy Saturday morning, I was impressed (and grateful). It's great to see this real step change. I don't what led to this change, but my experience was much better than ever before. I have let them know that and I hope they keep it up.