Koeppel Nissan - Service Center

Mr. Pérez far exceeded my expectations by explaining the process of engaging the insurance company as well as helping me understand the implications of d Pérez far exceeded my expectations by explaining the process of engaging the insurance company as well as helping me understand the implications of doing the job correctly..I commend him for his professionalism, honesty and dedication to the customer. He is a straight forward individual. Thank you Tony. More

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

Perfect service experience kelly and tony perez the manager made me feel super vip 5 stars manager made me feel super vip 5 stars More

Amazing Service, John Was awesome helping us out. Took some time out of his busy schedule to work with us which I really appreciate. Thanks! Took some time out of his busy schedule to work with us which I really appreciate. Thanks! More

Great service and walk around on my warranty experience thanks Ronny and Kelly for fixing my car thanks Ronny and Kelly for fixing my car More

Very pleasant and very helpful. Loved working with him. I would defined do business with him again and refer him to others. Loved working with him. I would defined do business with him again and refer him to others. More

The service was excellent and it was clean and they provide coffee and water 10 Out of 10 I really recommend this place provide coffee and water 10 Out of 10 I really recommend this place More

We've been working with Dan for years. He's great! He worked with our budget to ensure we got the best car for a reasonable monthly payment. He's great! He worked with our budget to ensure we got the best car for a reasonable monthly payment. More

Genesis was very nice and helpful. She had answered all of my questions. At the end she walked us to the car and asked if there is anything else that we needed help with I believe sh She had answered all of my questions. At the end she walked us to the car and asked if there is anything else that we needed help with I believe she was very professional. More

check engine light on third time 2019 nissan altima. ..can i please get another car,,, ..can i please get another car,,, More