Where does one begin...
Initially, I had high hopes for Koeppel. My brand new 2020 Mazda3, had its windshield damaged. After calling, I was very pleased with how professional Koeppel spoke to me on the phone. Sadly, upon arrival at Koeppel for my appointment, another customer reversed into my car while inside the Koeppel service bay. Needless to say, I was very upset about this occurrence. I waited diligently for someone to attend to my car and speak to me about how this would be repaired, waiting for over an hour. Not their fault, of course. Initially, Carlos was very polite and even provided me with the security camera footage so that I would not be liable for any damages. However, when I had asked about a loaner vehicle, he barked back sternly: “We do not give loaners for body-damage!” It was quite a rude way to put it, as if I was greedy to ask for such a thing?
Eventually, after about 1 week, Carlos offered to provide a loaner vehicle.
After another week, I get a call from Carlos that the car “looks great,” to which I said, “excellent, that’s reassuring.” We scheduled a pick up date later that week. However this is when the “service” began to fall apart. The car apparently could not be released until Koeppel had received a check from Geico. This strange policy kept my car at their dealership for another 5 days until they opened their mailbox. An inconvenience, sure, but hopefully, everything would be fixed, right?
Upon finally arriving to pick up the vehicle, my father and I inspected the car to find that both the left side of the hood and left side bumper were not correctly aligned and visibly seen to have large body gaps. Carlos came to inspect and, initially, claimed, “I don’t see it.” Only once I pulled up my loaner Mazda3 of the same make and model did he agree that the bumper around the left headlight was popping out. Carlos, of course, pressured me if I “really want to send it back just to move it this far?” To which I agreed, “Yes, send it back.” A disappointing repair, but I left hopeful that the car could finally be repaired correctly.
2 days later, I get a call from Carlos that they cannot fix the bumper panel alignment because it is “plastic.” I had already contacted other body shops with photos that promised they could correctly attach the bumper, so this was strange and disappointing. I came back the same day to pick up the car. Upon signing papers, I asked Carlos if he could recommend any other Mazda certified body shop, to which he said, “I cannot.” What? Someone in the automotive repair business cannot refer me to another body shop? On top of this, he tried, patronizingly, to call me over, like a kid, by curling his finger to say, “you alright? Let me show you the car” I was shocked; that is not how you speak to someone, let alone a customer. It was as if he thought I was a child, and not a customer who understands how a repair should be done. This interaction alone left me with a bad taste in my mouth, because I realized from then on that Carlos, despite his friendly demeanor, does not respect me as a customer despite everything that has occurred.
As a bonus, I found a pretty deep scratch on the passenger door of my car at home. Could’ve been Koeppel or the body shop, but regardless, frustrating.
10 days after pickup, I wake up in the morning after rain to find that my car windshield is leaking into the interior! The windshield that Koeppel themselves had assured they would replace properly! I was astonished at how sloppy Koeppel and the body shop had been with my car. The next Monday, I came to replace it properly. But guess what - it leaked again after about one week!
If you are reading this, Carlos, or Koeppel, you need to consider your dealership’s attention to detail. You are *not* in the business of servicing vehicles; rather, you are in the business of supporting your community. When the body shop messes up, and a windshield leaks, this is a reflection of the respect that your dealership affords another family’s investment in their vehicle. You cannot call me and say, “the car looks great,” for you to then agree that it is not aligned correctly when I come to see it. You cannot assure me that you’ve done the job correctly, only for your windshield replacement to cause more damage to my car. The only positive of this entire experience was Jeanette Colon; she should be given a raise or promoted for her diligent work and ability to listen to my concerns.
In my line of work, being emergency medicine, not paying attention to details can result in injury or death. You should conduct yourself with the same precision and passion as though it were your vehicle being serviced. I would recommend that you think hard about the mistakes you made with handling my vehicle. I will not be returning to your dealership, ever, after this gross negligence and incompetent service on your part. I hope you learn to never treat another customer in this fashion. Your dealership is a stain on an otherwise great automotive brand. Good riddance!
And business “manager” John Knoesel, don’t even think of replying to this review. I called your number directly to get some feedback during this whole situation and you did not bother to answer or reply.