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September 2023 by Athena K.
I'm just not impressed with the service department. It shouldn't take more than a month to make an appointment, particularly when the reason you're making an appointment is that your car isn't running. It also took multiple phone calls to get a reason person to schedule the appointment. They weren't rude, just unsympathetic and unaccommodating.
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September 2023 by Neil M.
2 weeks of repeated calls to the service department and nobody answers the phone. Left voicemails and nobody has called me back. Wow!! Ill take my vehicle to the mainland - it's less of an inconvenience than this.
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August 2023 by Makeup_ byLR
Niles Sales And Service was able to deliver my dream car.Thank you so much Niles was a pleasure doing business with you.
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August 2023 by andrea arcos
I would leave zero stars if I could. This dealership is unable to handle the volume of service required for the area. I was told my car would take 1- 2 weeks to be repaired and was told not to come altogether. Unfortunately I was on vacation in Marathon and Chevy would not take my car anywhere else. They put our car ahead of others to be repaired, claiming it was a good deed, however it was only to save their dealership the cost of towing and to put the towing cost/ time burden on us. When questioned, the service manager suggested (via a raised disrespectful voice) that I “figure it out. Take a city bus. It’s not that hard.” I was shocked first at the disrespectful tone but also the suggestion that I take a bus 2-3 hrs to pick up my $70k truck that’s under warranty and with “full” roadside assistance package. The tow there took 9 hours. Stay away from this dealership if you can. Unfortunately, we had no choice.
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August 2023 by CAROLINA TEO DIESEN
I was there no more than 1 hour. I knew what I was looking for and Niles was prepared. The sales associate was friendly and professional. Thank you, George (Jorge) for helping me out get going as easily as I did.
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August 2023 by Exx W.
Holy crap.I knew Key West businesses were dirty.I knew some people didn't have happy experiences.What made me buy a car from my "hometown dealership"?Your guess is as good as mine.Bottom line: I literally had the owner tell me that they have no obligation to the buyer [sucker, my word] after you sign on the dotted line.Even if the car is Certified. Even if they provide you with a "warranty".They take your money, then treat you like crap if you have the audacity to even ask questions.So here I sit with a car I paid way too much for, in a town where I can't even have the car serviced because the people who would service it are dirty, greedy, and hateful as the day is long.They refused to fix my car! They refused any remedy and ghost me when I have just tried to get answers.I have contacted Cadillac but they seem uninterested too. Buy here if you want to pay at least twice as much as your luxury junker is worth, and get ready to spend a lot of time living with the "quirks" like transmissions that randomly stutter and features that fail. And of course, "no remedy".
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July 2023 by Linda Simonet
Very frustrating. I have been playing phone tag with answering machines! I get an answering service who transfers me to an answering machine with the promise of returning a call. Never happens. I think a snowball has a better chance on the triple digit temperature sidewalks here in Key West before live person answers the phone or returns a call. BUT if and when you are able to speak to a live person and get your vehicle serviced, it is a good thing....the operative words there are "if and when,". Good luck.
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July 2023 by Kevin Adams
The experience of buying a vehicle was outstanding. Every staff member was very informative and took the time to answer questions. Jorge was very patient and had a great attitude. Greg went above and beyond to secure the financing for me. I really appreciate having a local dealership to answer any questions and to maintain service to my truck...
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July 2023 by Stephen Pica
My sales consultant Fernando Castillo was very knowledgeable and a pleasure to work with. We have bought several vehicles from Niles and the entire team from sales, to Gabby in service, and everyone in between has been great.
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July 2023 by Rodziah Josephson
Mr. Fernando Castillo is very professional, respectful, and positive. He’s also very knowledgeable, smart, and helpful. HE iIS THE BEST. I drove away with a brand new car happy and satisfied.
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June 2023 by Mel
Takes a month to get in to the service dept, then 3 weeks to get a part ( I had to call them and ask), then another month to replace the part. Engine light came back on the next day! Waited 3 weeks to get back in today - and - they couldn't get to it! Called them a few months ago with a nail in my tire and was given a 1 month appointment! Got the tire fixed in 20 minutes on Stock Island, the same day.Had to pick up my car a couple of months ago - got there at 5 pm and the car was out on the street - with the keys laying in plain sight on the seat! Same deal today, but the car was on the lot. Nevertheless, absolutely no care except get staff out the door at 5 pm.The car stalls at slow speed, makes ya feel real good executing a turn onto US 1 - ugh!I purchased my 2018 Camaro at Niles about a year ago. I will never go back.EDIT:After reading the owner's response, the following is my position. First, thanks so much for letting me know that I am not completely wrong - your sarcasm does not go unnoticed. I bought a car from you in good faith, and your subsequent service has been awful. Were you actually interested in solving my problem, my phone would have rang today, with a complete and timely solution. It didn't. Second, I don't want or need any more talk from you or your staff. The ACTIONS of all of Niles, from the top down, speak volumes. Last, I stand by my previous statement, I will give Niles no business in the future, and would recommend Niles to absolutely no one. I want nothing to do with you.
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June 2023 by Loren Rea - REALTOR
The service department does a wonderful job with my vehicle. They are always pleasant and if you are waiting for your vehicle they don’t make you wait for too long. There is also a courtesy car to take you anywhere in town while your car it being worked on. I’ve always had a great experience!
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June 2023 by KEY WEST RN
I stopped in to make an appt and when I left my car would not start! Gabby and his partner fixed the issue in 10 minutes. Today was a GREAT day! Had I not listened to the little voice in my head urging me to stop by there, the car would have died at my home. Thankful for your help!
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June 2023 by Kris F.
The service department is just awful. Gabby is the only part of the service department of value. Don't rely on the service department unless, A) you have nothing to do but to call and sit on hold for hours or B) you are a Bubba with an 'un'. I have spent the past 4 weeks repeatedly calling, being on hold for the service department, sitting on hold for 30-60 minutes (desperate!!), and speaking to no one. Every single time I've gone in there for the past few years, the service department is completely empty. The lady who schedules is rude. I've even witnessed her answer calls and place people on hold because she's playing on her phone or filing her nails. Most recently I even called the supervisor for the service department, basically begging for an appointment... it's been 2 weeks and no one has called back. I have no idea what's going on over there but you're better off finding and using a magic wand to fix your vehicle over taking it there because you're certainly more likely to find a magic wand than have someone answer the phone.
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May 2023 by Dave Talpasz
Not enough can be said about how amazing this dealership is. From the sales team to the service team, and everyone in-between, they are the absolute best! My last 3 vehicles have all been through Niles sales and the service department is top notch!Thank you for being the best dealership I've personally done business with for over a decade!
