Niello Infiniti

Beware of this dealer for service. The hourly labor rate is $ 186/​hr. Any oil, fluid replacement they charge 2hours@$ 370 for each such change.
Unfortunately I have realized very lately after having service here multiple times, that they are charging way too much compared to other dealers.

Just got a 2014 Q50 with Milton. Best car buying experience I’ve ever had. Trouble free. Great service there. Great place to buy a car. Thanks so much for all the help.
Crystal

We were shopping for a pre-​owned vehicle. Our salesman, Porter «Chip» Clemens was excellent. He was easy going, professional and informative. Ultimately, we decided to hold off on making purchase. However, we were quite impressed by Chip.

Came to the dealership with my husband and passed by a couple staff before entering the building and NOBODY greeted us, even when we got in the showroom. Fine. We’re in the showroom and helped ourselves to explore some of the cars. Still no acknowledgement from any of the staff. We see them walk back and forth and I’m sure they have work to do, but umm. we came to buy a car! About 10 minutes late with no acknowledgement, we begin to leave. We noticed another older couple come to the showroom and they got helped within minutes.
I guess they didn’t want our business. I left there extremely annoyed and frustrated because they were all just plain rude!!!

I just purchased a used car and I had a great experience. Charles was the sales associate and the whole experience was straight-​forward, efficient and everyone was very friendly and helpful. Maybe the easiest car buying event I ever had.

Neilo came through. We’ve been in search for a white QX80 for a long time and found one at this dealership. I didn’t want to buy from a dealer but was pleasantly surprised by the excellent salesmanship of their staff. Their sales person Charles and manager Mario were very professional, patient and knowledgeable. Top notch customer service from the second you walk onto the lot. We love our new car! Thank you.

Very friendly staff. No stress at all while making deals with them. Thanks to Chip for working things out with me cause I don’t have the best credit to work with. i would definately come back If I am ready again to purchase a new car again

Recently took my Infiniti for a scheduled service here and was told rear brake pads needed replacing after 16k miles. Seemed odd and so I took to another independent garage who said there was no reason to service brakes as there was still approx 40% of wear left on the pads!
When I purchased my new Infiniti this garage was also the least competitive of the the Bay Area Infiniti dealers, both on my trade-​in valuation and monthly lease quote.
If you use this dealer my advice is to also shop around to other Infiniti dealers and look closely at service recommendations.

Professional, quick & painless service provided to me by Chip Clemens here today! I was really pleased by how knowledgeable Chip was and made my 2015 purchase a breeze & I LOVE my new SUV! I absolutely dread annoying salespeople & the car buying process in the past has not been the easiest but looking forward to referring my friends to this place that are in the market for a new or used car.

Stopped in on Saturday (¹¹⁄₁₃) night for a burgundy BMW. It was doable so I scheduled a test drive for the next day. I spoke with «Q» who set it up and he gave me his card in case I needed to reschedule. It just so happens I did. Despite calling and sending a txt about pushing the reservation 3hrs I never got a response.
So I drove to Concord anyway (in really awesome CA-​24 traffic) and was met with a «Sorry, I sold that car an hour ago!» Yet, I contacted you around noon and arrived before 3p. There’s no excuse for not even giving a basic courtesy call. Keep left at the fork and go elsewhere!

What a great team! Relaxed atmosphere, cool cars. Chip, you’re a great guy. Thanks for your help, definitely will be back for more cars. Great location too, btw.

Oil change with car wash, 41 point inspection. Very friendly staff. Free coffee, water, snacks, wifi in waiting area. Fair prices! They will treat you like family there.

I bought a certified pre-​owned Infiniti QX60 last december. The saleperson was not very nice when it comes to bargain. Customers has cashflow does not mean they do not negotiate the price. My wife and I just asked for like just 1K off the price tag and saleperson asked me this is infiniti and I should go to elsewhere like Honda or Toyota. When we finally agreed the price, then he said he did not make any promise. I got upset and finally his supervisor came and approached me with a solution. Two weeks after I bought the car, the DVD system was broken on our first long trip with the car and my kids was not able to watch the movie during the long ride.
I recently attempted to schedule a service appointment on the website. When I got to the last step, the error message popped on the website stated the server is down. It has been two weeks and no one fixed the issue. I called the service appointment phone number and left a message and return phone number twice. No one called me back.
Finally, One of the rep. picked up the phone, the lady took my name and phone number and hung up on me before saying goodbye. Wow, what a standard of excellence. My family have had Mercedes, Honda, Toyota, Mazda. The customer service from Niello Infiniti does not meet today’s standard.

Was back at Niello Infiniti last week for my service. Got a loaner car and was in and out for drop off in under 15 minutes. Albert took great care of me and it was done when promised. They even washed and vacuumed it. Love the Starbucks coffee. Keep up the great service.

I went to the dealership on ⁰⁹⁄₂₈ and it was such a pleasant experience. I’ve never been so happy going into a dealership with a salesperson who wasn’t so pushy. Charles approached me as soon as I walked in and built rapport. He asked me many opened questions to make sure he uncovered the needs of a car I was looking for and lead me to direction of my price range. After going to Concord of Lexus and Audi, I decided that INFINITI was the best fit for me. My family came with me which was about 10 of us and Charles was patient enough to deal with my family and I with our request. After all the commotion was done with the negotiating and bargaining, my family decided to buy the InfinitiG37s. They were so happy with Charles and his patience with us and I highly commend him for all the he provided to us. Best sales rep I have ever met!

Loved my experience with the service side of this dealership. Took my car in which is still under warranty, the service advisor was incredible! He listened to my concerns, was very accommodating, and communicative. To top off this excellent service, I got a sweet loaner!
My review is for customer service only, as I have not had my car worked on by the techs at the dealer.

We had a fantastic experience buying our new car at Niello Infiniti. Charles, our sales associate, was patient, knowledgeable and informative. He took the time to explain everything in detail to us about the car. The customer service was an A+
We look forward to many years of great service there! Thank you!

As a business owner its about customer service and not forgetting about the customer;
I’ve been using Infiniti of Pleasanton for the past 6 years. Never a problem and talk about service. Went to Infiniti of Concord for the first time. They were busy and told me to have a seat. Half hour later, I saw and heard other customers walking in without an appointment being helped. I noticed 2 or 3 service workers just shooting the shit and I said to myself this isn’t the place for me nor any one else.
They never got my business nor they never will!

Even after all the crap with my 2013 I came back to buy another car from Infiniti. Everything was going great, but painfully slow because their computers where down. So 3 hours later when I finally go back into finance and she asked me for an additional $ 4k in cash over my trade in which was NOT what we agreed upon, I realized I was being taken. They were screwing me into a horrible lease. Knowing they wanted me to put almost $ 9k down with the numbers they wanted monthly was a joke.
So we walked out and I got an Audi Q7 for a much better deal. They gave me more for my trade in and got me a lower monthly rate.
But the kicker? Even though I was approved for the loan and have great credit. I chose to walk away from the deal. Three days later I received a letter in the mail saying they rejected me for a loan because of my credit. Even though they really didn’t, I walked away and the number on the letter was a great number. Its such a crock.
What scam artists and jerks. Thank god the deal didn’t go through and I wound up in a superior car with a superior dealership.
Niello Infiniti should be ashamed of their shady ways.

4.5 stars
This is a 2 part review: for the sales and for service:
Sales: My brother worked with Kaye DaCosta to make a deal on an Infiniti for me mostly via email/​phone. From the first email to the first phone conversation, Kaye was very straight forward, wasn’t pushy, and seemed like she was trying to get us the best deal possible. After my brother was able to finalize a price, I drove to Niello to sign the paperwork.
Kaye was expecting us when we got there, and showed us the car before we took it for a spin. From the moment I got to the dealership and interacted with Kaye to the moment I shook her hand to say thanks again after the paperwork was signed, Kaye delivered exceptional service. She was friendly, calm, well-​spoken, had a great personalty, and was a jokester. Overall, she was an amazing saleswoman. I would highly recommend her for any future purchase whether it was to a family member or a total stranger.
I ended up having to take my car to service because although the car was being sold as CPO (certified), we noticed it was low on coolant when we brought it home. Like, below the minimum line on the coolant reservoir. I bought it to Kaye’s attention and she once again made sure we were taken care of and notified her sales manager, David about the issue. David contacted my brother and suggested we bring the car in and they would take a look at everything.
Service: I worked with Horton, who just like Kaye, was a friendly, jokester, calm individual. He took care of me and made sure to contact me with updates as he had them. He mentioned he wasn’t an advisor (to spend more time focusing on school), but more of an assistant. I would highly recommend him to Niello should they ever need another advisor.
At the end of the day, if it didn’t take me an hour to drive to Niello, I would most definitely come back to get my car serviced here. Niello provided me with one of the best car buying experiences, yet. Thank you again to Kaye, Horton, and David for exceptional customer service!