ComplaintsforKoeppel Nissan, Inc.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While my car was under a lease agreement my car was having water intake issues that went into after my lease was over. I am now financing the car, but am having the same issues. Water has even made my car smell like mold which is a health hazard. I brought the car back to Koeppel Nissan when water began dripping in again and the service rep refused to touch the region where the water was leaking in from. I wanted her to do this so that she knew that I wasn't making anything up. I brought in Nissan corporate and they offered to give me a new carpet but I would have to pay Koeppel for the installation about $1650. This is problematic on top of the fact that they are telling me that they can't find the source of the problem. What's the point of changing the carpet and picking the car up if it's not the way it's supposed to be? Why am I paying for something that shouldn't have been an issue when I started the lease? This is completely unfair and disgusting. When a car has a recall it gets taken care of because it can be a health hazard or dangerous for free.......why should this be any different. I received a car with problems from the get go yet nothing has ever been done.

  Business response

  07/11/2023

  Good afternoon. ************************* leased his vehicle from ** on 8.12.2019. Four years ago. The customer HAS NEVER brought his vehicle to us for this issue until now? Where did he bring the vehicle for repairs while he was under the lease agreement and after as he states?

  We have water tested his twice and cannot duplicate the issue.
  Based on the condition of the carpeting and smell it is our assertion that this vehicle was either flooded out or possibly sunroof was left open for extended period of time allowing water inside the vehicle.

  One other looming issue to consider is this:

  Who is going to cover possible electrical harness damage and other possible issues once that carpet ( that has been wet for some time now per the customers own account ) is pulled out?

  If ************************** decides to move ahead with repairs ( Nissan Corporate has awarded goodwill and will provide replacement carpet at no charge /  ************************** is responsible to pay $1,654.90 labor charge including tax ) we will  require customer to sign a waiver stating that any further costs incurred to repair damage discovered once carpeting is pulled out will also be his responsibility. We will also expect payment for our services in cash or certified check.

  Regards,*******************;  *******************************
  

   

  Customer response

  07/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   When I spoke to someone there during the lease about the leak they told me that it wouldn't be covered so I let it go. I then decided to bring the car to Star Nissan, while the car was under lease. This visit was covered by Nissan corporate and Koeppel has the records of that visit. So I did in fact try to get the issue taken care of at a Nissan dealership just not Koeppel, because they told me I would have to pay for something while my car was being leased.

  when I first brought in my car 2 weeks ago I asked the service rep to touch the area where the water was coming from because it was wet and she refused to. I am puzzled why. This would have proved that water was coming in from the area they allegedly checked.

  All the other nonsense regarding further damages under the carpet is just a scare tactic. The car's electronics are working fine and in my opinion this is just a threat because I reached out to the BBB. There was not one mention of any of this when I first agreed to the installation of the carpet.

  Last week I was told that my car would be ready by the middle of this week and I have heard nothing this far. The way I have been treated is disgusting and unprofessional to say the least.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Customer response

  07/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   That's not exactly what happened. There's a lot of nuance involved. Over a week ago I was told that an expert was going to look at the car and apparently he didn't find a leak. Because, he didn't find a leak, all of the sudden the service **** **************** informed me that things were different now because this "expert said he didn't find anything and I would likely have to pay for the carpet.....which didn't make sense.  Initially when Koeppel Nissan's mechanics didn't find anything, Nissan corporate said they would still pay for my carpet. All of the sudden when the new expert checked the car things changed.....what was the difference? I never made the car leakage thing up and I have video proof that there was a leak. 
  

  At the end of the day I decided to walk away because I felt like I was getting played big time. Terrible service in which my car was there a Month with Nothing getting done! All I got from this experience was stress and a bill for $217.

  *************** never even called me to update me on the car's status? How is that service. Often when I called I would be on hold for over a half hour and no one answered! I only spoke to her when I visited. My time is precious and unfortunately I wasted a good amount of it at Koeppel Nissan.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  07/27/2023

  Thank you for your feedback.

  *******************; *******************************

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I gave them a refundable deposit for a car. Since I was unable to obtain the rest of the money for the car I requested a refund. Its been over two weeks now and I still havent received my refund. They send its in the mail over two weeks ago the dont want me to come in person for it either, its obvious now that their lying.

  Business response

  02/17/2023

  Good morning **************. I will check on the refund and get back to you.

  Please email me the name of your contact at Koeppel Nissan. Thanks, ************

  *********************************

   

  Customer response

  02/22/2023

  Better Business Bureau:
  Please remove my complaint. I have been already compensated. Thank You
  
  Sincerely,
  
  *********************
  
  
  

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I leased a brand new 2023 Nissan Kicks on 12/1/22. My wife drove the vehicle twice. I drove the vehicle for the 1st time on 12/9/22. When I got up to 50 mph on the highway the hood latch failed and the hood flew open. *** hood is destroyed the quarter panels on both sides are damaged. *** car only has 191 miles. *** incident happened at 189 miles. *** dealer was 2 miles away so I went to drop it off. I have not heard from anyone in the dealership. *** manager on site told me he knew of a hood latch recall but on the Altimas. ***y never disclosed any of this. When I got home a 2 min search online revealed its happened on at least 4 different models. Altimas, rouge, pathfinders and now the kicks. No loaner has been offered and no one has contacted me since Friday evening. *** Nissan name is tainted in our eyes now. I dont feel safe behind the wheel of the car, much less putting my wife behind the wheel especially since she would be the primary driver. We need help. We dont know if theres any legal action that can get out out of the lease. We dont want the car and want our money back. Please advise. Thank you ************

  Business response

  12/14/2022

  Our General Sales Manager, *************** spoke with ************************ and advised that if he is interested in requesting a buyback he needs to speak with Nissan Consumer Affairs *************) to report the incident and start a case with them. ************ also advised ************************ that he needs to report the incident to his insurance company immediately.

  The Service Advisor handling the repair order at Koeppel Nissan is ************************  Her email is ******************************** / phone *****************. I will be checking with ***** to ascertain expected timing to repair vehicle and will be advising customer. 

  I can be reached at ********************************* if customers needs any further assistance.

  Regards, ***********************

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When i purchased my vehicle this March of 2022, one of the first questions I asked was if they offer loaner vehicles if my car should need to stay to be fixed because I work for NYPD and was relocating to a new location soon and would need my vehicle. I was told yes and I also have road side assistance. I just took my car last week for maintenance and oil change and told them of issues I am having with vehicle and they did not have a mechanic on site that could work on issues. I was told that I would have to leave car but they do not have any loaner cars due to their new contract. Today my car would not start while I was at green acres mall and I had to call AAA. They said it was my battery. I called Nissan they told me my battery isnt covered under warranty even though AAA man said they gave me a 2018 battery with this car and shouldn't have. I had to go back into ***s and buy a battery so that I would be able to get home. Nissan said that I could bring vehicle in today or Monday but they dont have loaners.

  Business response

  11/18/2022

  Good morning. 

  Currently, loaner vehicle availability is still being severely impacted by the continued vehicle shortage/allotment dealerships are experiencing. We hope this situation improves and are sorry that when **************** arrived for her oil change no loaners were available.

  Regarding the battery issue - Unfortunately, ******************** vehicle's battery was no longer covered under the 36 month / ****** mile warranty. 

  Thank you

   

  Customer response

  11/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I purchased my car March 2022 with only ***** miles. *** battery warranty doesnt apply.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  11/23/2022

  The warranty coverage would have been available if within 36months/36,000 miles.

  Your vehicle is no longer covered for battery replacement. Customer is responsible for replacement cost.

   

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2007 Nissan Armada for a diagnostic but when I went to get it back and drive home the car didn't start. I also noticed the motor cover was broken and I was never informed. I asked a Nissan worker about it but they told me to speak withba Manager, who of course was not there. I am now with no working vehicle and no one's taking the blame.

  Business response

  09/15/2022

  ********************** vehicle is in need of major repairs ( which he declined when presented with pricing.) and is still at our location as it is undriveable.

  He has approved one part that will enable him to at least drive his vehicle short term. While we know that we did not break ********************** engine cover we have ordered another one for him at no charge as a sign of our goodwill.

  ****************** is in contact with our Service Manager, ********************   *******************************

  Thanks,

  ***********************

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 08/13/2021, I was in the process of purchasing a vehicle from Koeppel ******* and left a refundable deposit in the amount of $2,000 in which I submitted via my debit card to the sales **** ********* and his manager, Vinnie. However, on 08/14/2021 I decided to not go forward with the purchase and requested a refund. My debit card information was recording onto a form that was completed by ********* and then submitted to management this same day for approval. I was aware that the refund process takes up to 14 days. I have reached out to several employees of ******* including: Vinnie on 08/23/2021 (reassured me that the paperwork was forwarded to bookkeeping, ****** and Loulou on 08/30/2021 who both alleged that they would follow up on the matter and get back to me which never happened. On 08/31/2021, I was told that management was occupied in meeting all day and would later be able to return my call before leaving the office for the day. I have yet to receive my refund or an update.

  Business response

  09/02/2021

  *********************** spoke with ******************* today, Thu 9.02.2021 confirming that his deposit refund of $2,000.00 is being processed today. ****************** also sent ******************** a confirmation email which is attached. 

  *********************************

  Customer response

  09/04/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **********************************
  
  
  
   
  
  

• Initial Complaint

  07/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 02/18/2021 i bought a 2020 Nissan Sentra with 9806 miles on the odometer from koeppel nissan at ***** ******** ***** ******** ************ *****. 05/28/2021 i had my 2020 Nissan Sentra tow from the ******** ******* projects.to Koeppel Nissan service center.i was parking the car when i heard something loud like a pop sounds under my car and i couldnt steer the car i stop the car and look under the car and i saw the tie rod for the wheel disconnected it just pop off i call nissan koeppel service center and i told them what happen they look at it and told me that to repair it would cost $930.87 to fix it and they said first i was in a accident for which i wasn't in a accident because i had no body damage then they said i hit a pothole for which i didnt do either so they told me that because i hit a pothole that i would have to pay and that my warranty didnt cover the cost,i told them i didnt hit a pothole or have a accident and that they should pay for it refund me

  Business response

  07/07/2021

  After *** ****'s vehicle was towed to our facility and inspected it was determined that the damage was clearly not caused by mechanical breakdown and, therefore, repairs were not covered under warranty. If any further information is needed please contact John K****** at ******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩