INFINITI of West Chester

Bought my M35x in August '06. I've had the oil changed every 3500 miles as recommended, and had a "special visit" because of a very odd high-rev issue when the car is going downhill with foot off accelerator. (I'm not alone; have read about this on these forums.) I now have 30,000 miles and have just returned from that maintenance appointment. This dealership probably performs all the routine maintenance properly. And the ambience is lovely -- coffee, Internet service, nice waiting room, free paper (tho recently the really crappy local paper instead of USA Today). It's just what you'd expect when you spend close to $50K for a car. But there's usually some glitch that completely spoils the experience! First service: I said I'd wait for the oil change, though they do offer a loaner. When I arrived, I was informed I also needed a recall repair. (No mention when I made the appt.) I couldn't wait an extra hour so said I'd come back someday for both. No, that was not acceptable. So I said sorry, if I couldn't reschedule I'd need a loaner. Got one, but the hassle and the "atty-tood" of the service writer was unacceptable. When I had the weird revving problem, I have to say, they responded on the spot to my call from the road, gave me a loaner, and asked to keep my car overnight to have someone drive it 50 miles or so from dealership to home and back. OK, fine. When my car was returned, the back seat had dirt and sand on the floor AND on the leather seats. The service mgr. had transported his kid to & from a baseball game, there was a minor injury and an emergency room visit. OK, a panic situation. But next day, when I picked up my car, no one had bothered to clean out the back seat. I would *NEVER* return one of their cars in that condition. (I did get a very nice cleaning, but I had to complain and ask for it.) Next service, my husband took the car in for an 8:15 appointment. He sat in the waiting room till 9 before someone came to check him in and provide the keys to the loaner. What's the point of an appointment? This past Friday, I took my car in at 9, got the loaner immediately. They called mid-day, recommending the transmission fluid flush, another 200 bucks. (Why isn't this part of the Infiniti checklist? I don't know, but I agreed.) Meantime, new policy, I paid $10 for gas for the loaner -- not such a deal when you drive maybe 30 miles all day in their car. At 3, the service writer called to say my car was finished and it just needed to be washed. (Another very nice touch -- car's shiny when you pick it up.) I said I'd try to be there by 4. Got there at 4:20, car hadn't been washed. At 4:50, it was finally ready. Why wasn't it ready when I got there? Nobody knows. This dealership goes through all the motions -- nice ambience, all the special little touches. But in the end, they do not perform. I had a "near luxury" car before this, and the service area was nowhere near as nice. But by gosh, when they said my car would be ready, it was ready. They didn't offer loaners but always took me home and picked me up when they said they would. I paid 35% more for this Infiniti -- which is actually a pretty decent car -- but I will NEVER buy another Inifniti if this dealer is still the only one within a reasonable distance. Buyer beware: purchase a car here only if you have a better alternative location for service.