Koeppel Nissan

On Tuesday, December 13th 2022, we dropped our car off for an 8 AM appointment at Koeppel Nissan to fix our car’s brakes. Our vehicle was purchased from Koeppel Nissan, and we have done prior servicings w for an 8 AM appointment at Koeppel Nissan to fix our car’s brakes. Our vehicle was purchased from Koeppel Nissan, and we have done prior servicings with Koeppel Nissan (the latest was car engine replacement with a charge of less than ~$20k). The appointment was meant to be a same day service, and there was no indication otherwise. Note that this vehicle is for commercial use and critical to the ongoing operation of our small family restaurant business, so timing and proper updates were of the essence. Kelly Chacon was our service advisor, responsible for any and all communication. We did not receive any subsequent updates throughout the course of the day, resultantly, we dropped by near the end of day ~4:30 PM to check up on the status. At which point, we were told another part was needed for the maintenance and were guaranteed that it would be available and installed by the following morning, Wednesday ~10 to 11 AM. Kelly understood the inconvenience this lack of update and delay caused, and she made sure to establish + verify a working communication channel as well as remove the cost of the car wheel alignment ~$175 from the final bill. Wednesday morning, we received no update on status, so we assumed everything was going as expected. We showed back up around 10:30 AM to pick up the car, since as noted, we needed the vehicle for operating the restaurant. Only then, once we had shown up in person, Kelly informed us that the necessary part was further delayed and could not offer any update on completion time. This was immensely frustrating. Not only would we be unable to open the restaurant for the day but also Kelly had no answer for the lack of followup communications, especially given the issues entirely on Koeppel Nissan’s side. We returned home after a second unsuccessful and unnecessary visit. Around 12:30 PM that day, Kelly finally used the established communication channel to let us know the vehicle was ready. We arrived back at Koeppel to pick up the car. Given the extended delays and lack of updates, we requested to speak with Kelly’s manager, Tony Perez, regarding the overall service quality and inquire about further compensation. To our shock, Tony not only refused to acknowledge any fault on their end but also called us out for lacking “appreciation” for the initial car wheel alignment discount and unilaterally decided to reverse the initial discount. When we challenged this and attempted to escalate, Tony claimed to both be the owner of Koeppel Nissan and make the ultimate decision on all billing issues. (Note that Tony Perez is only listed as the Service Manager on Koeppel Nissan's Team Page and is unlisted on Koeppel Auto Group's Team Page, disproving his statement.) In a further attempt to escalate, we asked to speak to Koeppel Auto Group Owner Loyalty Manager John Knoesel, and Tony subsequently claimed John under him. Tony fully shutdown further communication at this point, and we just wanted our car back to go about operating our business. Tony refused to release the car until the full quote inclusive of the previously discounted wheel alignment was paid, and we noted we’d handle the difference in the discounted quote price with this new amount with our bank. Tony then further changed the terms, refusing any payment form except cash (no credit, debit, check, etc…), essentially holding the car HOSTAGE until his exact terms were met. We had been attempting to pay with a VISA credit / debit card which is in direct violation of the VISA Rules and Policy, specifically, on that page it notes A merchant required a minimum purchase amount in order for me to use my Visa card. Is this allowed? In general, a merchant is not permitted to establish a minimum or maximum amount for a Visa transaction. However, exceptions apply in the U.S. and U.S. territories, such as Puerto Rico, U.S. Virgin Islands, and Guam. In those locations and only for credit cards, a merchant may require a minimum transaction amount of US $10 and government agencies and education merchants may establish a maximum transaction amount. If a merchant refused to accept your Visa card on the basis that the merchant requires a minimum or maximum amount on a Visa debit card, or the amount on a credit card is greater than U.S. $10, please notify your Visa card issuer. After 3 attempts to pick up the car over the course of a day and a half, we had to suffer the final humiliation of walking to a nearby bank to withdraw the cash necessary to fulfill Tony Perez’s unjustified demands and return to pay our car’s ransom. This finally ended a car service experience at Koeppel Nissan, memorable for all the wrong reasons. More

The service was amazing! Luis and Danny helped so much, and the work environment was very professional. I would 100% recommend this car service. Luis and Danny helped so much, and the work environment was very professional. I would 100% recommend this car service. More

Our car buying was positive and stress free. Danny Colon was very friendly and professional. Danny Colon was very friendly and professional. More

Muy satisfecha con el servicio que le dieron a mi auto y la atención al cliente de Kelly chacon la atención al cliente de Kelly chacon More

Thanks to Deslie for his kind support in my car buying process! The vehicle was what I was looking for, and it was an easy process. process! The vehicle was what I was looking for, and it was an easy process. More

He is amazing! !!! he cares he's responsible gives me updates on new vehicles, have never dealt with a better salesman in all my years!!!!!!! !!! he cares he's responsible gives me updates on new vehicles, have never dealt with a better salesman in all my years!!!!!!! More

Very helpful and to the point. Streamlined process helped get the deal done quickly and efficiently. Sincere and overall a good expetience with Mr. Colon. Streamlined process helped get the deal done quickly and efficiently. Sincere and overall a good expetience with Mr. Colon. More

Always helpful and always in our best interest. He has been working with us for over 5 years and always knows how to help us. He has been working with us for over 5 years and always knows how to help us. More

Kelly is a crook quoted $1,067 for brake pafs and new tires. To pass an inspection. After waiting 2 1/2 hours. Billed $1,762 at 500pm. She added new wipers too. I'm disputing the charge. I'm so angry. A tires. To pass an inspection. After waiting 2 1/2 hours. Billed $1,762 at 500pm. She added new wipers too. I'm disputing the charge. I'm so angry. A Con job More

From start to finish the process was seamless, I didn’t feel pressured into getting in a deal I wasn’t happy with. There was no sense of pressure and Danny and Alex felt like old time friends. I really enj feel pressured into getting in a deal I wasn’t happy with. There was no sense of pressure and Danny and Alex felt like old time friends. I really enjoyed my experience and I would highly recommend them to anyone. Thank you for all your help! More