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Koeppel Mazda - Service Center

Queens, NY

2.6
14 Lifetime Reviews Review Dealership

14 Reviews of Koeppel Mazda - Service Center

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December 19, 2020

"Where does one begin...Initially, I had high hopes for..."

- DB

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? Wrong. 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.

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Recommend Dealer
No
Employees Worked With
Carlos Perez
July 10, 2019

"Service "

- Sitesh dhar

Best service from my friend Saiful and carlos. They are very friendly. The waiting area I really liked. Several things are available for entertaining. Great!

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Yes
Employees Worked With
Jul 10, 2019 -

Koeppel Mazda responded

Thank you for taking the time and leaving us a five-star rating. We are pleased to hear our staff did such a great job. Sincerely, Koeppel Mazda 866-828-4991

June 18, 2019

"Bait & Switch Operation"

- Laura

Go here if you like poor communication and a condescending attitude when you dare ask questions. We brought our CX-5 in to look into an intermittent check engine light. We made an appointment using the online booking system, which indicated we had a fixed appointment to wait while the service was done. My wife arrived and was told that a diagnostic could only be done on a drop-off basis and would take several days. My wife commented that the booking system should be fixed to accurately reflect that so that people know what to expect when they come in. No apologies or agreement from the Mazda people, just lots of condescending explanations of how special technicians have to plug the computer into the car and pull the error codes. They did agree to try to get to it quickly. My wife told them we had changed the gas cap because the Mazda website indicates that a bad gas cap can sometimes cause the check engine light. The woman behind the counter scoffed at her and said "oh, so you just decided to change it" in a condescending voice, like she couldn't believe how stupid that was (again, the Mazda website indicates this is a possible source of the light). Next day, they call and say all brake pads and rotors need to be replaced (the car had been inspected a month prior and we were told everything was fine, but OK...) and that the check engine light is because ONE of the O2 sensors needs replacement. We're told the 02 sensor will be about $180. My wife goes to pick up the car. $660 for the O2 sensor. When she questions it, she's told that BOTH O2 sensors were replaced (even though only one was listed on the invoice) and that another sensor was also replaced. She asks why that wasn't conveyed on the phone when we got the quote. They bring out the mechanic to show her the old, worn-out parts they removed (which doesn't answer the question). This place plays bait and switch games and when you ask questions they give you attitude and incomplete answers - they've definitely never heard of the concept of good customer service. We'll never go there again.

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Recommend Dealer
No
Employees Worked With
None of the above
Jun 19, 2019 -

Koeppel Mazda responded

Laura, thank you for taking the time to leave us your review. Our customers are our top priority and it’s disappointing to hear that we did not meet your expectations. I would appreciate the opportunity to hear more about your experience and respond with a positive solution. Please contact Jknoesel@koeppelautogroup.com or 718-898-7800 X337 at your earliest convenience. I look forward to hearing from you. Sincerely, John K.

November 26, 2017

"Crazy high estimate for brake repair"

- NB

Our 2003 Mazda had brake failure and we towed the car to this dealer for repair. The estimate for repair was about $2000.00 and the service agent said that significant portions of the brake system had to be replaced. We thought this estimate was crazy high and decided to take the car to another shop. As it turned out, the repair was quite simple and ended up only costing $135.00. If it comes to doing another repair in the future, we will be looking elsewhere.

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Recommend Dealer
No
Employees Worked With
Service Associate
May 17, 2017

"Kook beams"

- Rock1

Their are only two kinds of people at mazda service , people like them and people who want to be like them . Lisa and Andrew and the others are the best of the best. I've been a custom sense 2009, SMILE

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Recommend Dealer
Yes
Employees Worked With
Lisa , Andrew
March 11, 2017

"WOW !!! Must read "

- Salvag10

I was extremely impressed! Started with my phone called to schedule my service, the representative was very happy and pleasant and very accommodating. Once I arrived to the location I was greeted with a warm smile any warm welcome on this freezing day. I was invited in from the cold while Lisa Johnson inspected my CX 5 I came in to fix the center consul and ended up doing and oil change and tire rotation she invited me to have coffee and donuts in the waiting room. We spoke for a few minutes and I am so glad I came here she is by far an asset to the company. I also had the opportunity to observe the rest of the staff everyone was so happy and miss Mrs. Lisa Johnson was extremely knowledgeable on my vehicle along with the recalls. I work in the customer service industry and one of the leaders in accommodating the customers by far the entire staff here is amazing to my standards which are very high! Very impressed

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Recommend Dealer
Yes
Employees Worked With
Lisa Johnson
December 24, 2016

"Satisfied"

- Penpa12

my husband and i were very satisfied with the service we were provided here. Our sales person Ronnie was very helpful. I would personally reccomend him because he was very patient, respectful of our decision and very honest with my husband's inquiry about the vehicle and other related stuff. we love our car and purchasing process was excellent. Thanks to Ronnie -Penpa

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Recommend Dealer
Yes
Employees Worked With
December 03, 2016

"You know that feeling when you cannot blink for a second..."

- mazda1

b/c bad things might happen. That's them. Right there. You are asking why after the oil change is done (2h later) they drive your car across the street into the parking lot, and get the identical model car next to mine, and start walking back and forth as looking for something...and they (including service facility manager) get very confrontational & uncomfortably loud, and tells you back, that they were getting ready it for me. Side street, lots of empty parking by the building, and more: dedicated drop off/pick up are all empty, but they drive across the street, and act as they were not doing the right thing. Never will trust them with my car again. Very unprofessional .

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Recommend Dealer
No
Employees Worked With
Tony?
February 16, 2014

"I bought my new car here and have serviced it here for 4..."

- adhimarko

I bought my new car here and have serviced it here for 4 years; trusting them to do the right thing (even though they have always made me perform services most people told me were unnecessary). I have bought 4 new tires at this dealership in the last year alone. I received a flat on one of them two months later and paid the $180 to replace it with another new one. A week later, the same tire blows out while going 20 mph on a local road. When I went to the dealership to ask if they would cover the replacement I received unprofessional treatment from the manager, Mike. He right away treated me with an attitude, didn’t even look at me in the eyes, and told me to wait while they looked at the tire. After waiting for 1 hr and 15 minutes he told me that he would not cover the tire. He proceeded to tell me that I knew nothing about cars/tires. When I told him that I wanted a receipt to record my visit so I could receive a customer survey, he refused to issue me one. He was very unprofessional and I will never go back to this dealership again. I cannot believe a manager would choose to lose a loyal customer over a tire.

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Recommend Dealer
No
Employees Worked With
Mike (manager)
May 22, 2013

"This is a great dealership with a great staff. I've..."

- ChristieKel6

This is a great dealership with a great staff. I've never met such friendly people working as salesmen before. No pushy people, just honest help from them when I was inquiring about a car. I fell in love with one in particular and spent much time at the dealership asking questions and the staff was so knowledgable and the prices so good that I knew I needed to buy it. Thanks Koeppel Mazda.

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Recommend Dealer
Yes
Employees Worked With
christiekelley
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