KOEPPEL VOLKSWAGEN
Where customer satisfaction is standard equipment!
As your Long Island Volkswagen dealer, we have a great selection of new Volkswagen, Volkswagen certified preowned, VW CPO, and used Volkswagen cars, wagons, vans, and SUVs at our Woodside Volkswagen dealership. We have the VW Jetta Queens buyers are looking for, as well as the VW Touareg Queens wants. We’re near New York City, so we also have the GTI, Tiguan, Golf, CC, Routan, or VW Passat Queens, New York, customers need. At Koeppel, we can lease or finance your next Queens Volkswagen, Long Island VW, or New York Volkswagen Jetta, Passat, Touareg, or other VW model. From our website, get a quick quote, start on financing, or view our specials online. We also provide a Lease Pull-Ahead Program, plans for foreign business professionals, and first time buyers.
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Despite the fact that I am returning customer and have given this dealer my business for 6 years in a row, I had an abysmal experience as a repeat customer. During my first visit the dealership tried to overcharge me for a new lease. Only when I did a comparison price check at another dealer did Koeppel come down to a reasonable rate — their original quote to me was over 20% higher than what I got at a competitor down the road! Then, after haggling with me and pressuring me, they tried to bargain me down on my trade in vehicle which is in great condition and which they originally sold me and serviced for 6 years. So exasperating. They are not going to get my sale ever again.
This is my fourth time coming to service the car (routine maintence) the service advisor in dec of 2010 told me ( and at the the time I had 10000 miles) told me that my next service would be on dec of 2011 or by 20000 miles. It was dec 26 2011. My car is about 19000 miles and my advisor who is Miguel again does not greet me and goes off at me saying that they have to put my car in for 30000 miles maintence because I missed. Coming in at June. I told him that he told to. One at this time and he denied it and said I was wrong well you told me fool! Then I said I would wait for the car which I knew would be for 3 hrs and he had the nerve to say no! Excuse me it’s my car and I will wait if I want to! Horrible service!
I bought a 2006 Toyota 4Runner from this dealership last week. I was greeted politely and the sales rep. Josef Basmagy was a nice guy. Other than that, I don’t even know where to start. First of all I was looking to finance 4K of the deal. Since I’m an immigrant and do not have a credit history, I thought this would be a good opportunity to establish one. I spoke to my bank, and got confirmation that this would not be a problem. On the day I come to pick up the car, they have me waiting for four hours. As I was to pick up the keys, the tell me that they wont release the car until they get the full payment from the bank (a few days later). When I ask why, they tell me that the bank needed some follow up information. It turns out that they had given the bank the wrong number for my income. I ask them for how long they’ve know this, and they tell me a few hours. They did not even mention this for me until the last minute. I was now ready to walk away from the deal, but since my wife’s car had broken down that same day, we really needed a car. I decided to just buy the car outright, without financing.
When I receive the key for the car, I receive only one key. I ask for the spare, and the remote. This I’m told they will provide the following week. Then when I get in the car ready to leave, I notice that the warning light for the tire pressure is lit. I point this out to the salesman, and he tells me that it will go off after about five miles. After driving the car for about 200 miles, the light is still on.
A few days after I bring the car home, the windshield cracks. Clearly the windshield has been hit by pebbles more or less where the wiper blade is when they’re turned off. I figured this should not be a problem to get Koeppel to fix, so I call them up and schedule an appointment three days later. When I come to have the windshield repaired, I speak to the manager from the service department. He tells me that I will have to cover the new windshield my self. He also tells me that all cars are thoroughly inspected before they sell them, and there’s no way that they would miss an imperfection caused by pebbles on the windshield. I went on to say that due to the location of where the pebble hit, it could easily be missed under the inspection. He brushed me off again, and said there was no way they would miss that. How come they missed the warning light for the tire pressure then?
After all this I go over to talk to the sales guy regarding the key I’m expecting to pick up. He tells me that they do not have any more keys for this car, and I will have to contact Toyota to have a new one made. After updating him on everything, he says he will talk to his manager about reimbursing me the cost for the key, or at least 50% of it, since I’ve been so unfortunate. It remains to be seen if this will happen or not. No matter what I will have to go back to Queens from New Jersey a third time. I will also have to be prepared to spend the whole day arguing with whatever manager to get my reimbursement.
One of the things I noticed when I came to the US from Norway two years ago, was the excellent customer service I received everywhere. Since then I’ve had one or two experiences where it has been less than perfect, but nothing comes even close to my experience with Koeppel. Here I was treated poorly as a customer by several of the managers. This tells me that that’s how they do things there. And it’s not one manager having a bad day. Hopefully more customers will speak up against this kind of behavior, or buy their car from a different dealer. The only way businesses like this will learn, is when they loose business as a result of their way of conducting their busienss.
Due to a family addition, we will need to get my wife a new car in a couple of months. I can guarnatee that it will not be from Koeppel.
I don’t have a problem with the actual service, aside from its usual dealer-overprice element. Car was serviced as requested. However, I found the staff rude and unapproachable. At time of payment, when I mentioned that I had a $50 rebate coupon for the maintenance, the representative told me, without even looking up, that I couldn’t use it because the invoice had already been printed. I guess the scenario of rewriting an invoice has never come up at Koeppel. It’s bad enough that I paid about $300 more than I would’ve if I’d gone to a regular mechanic, the staff couldn’t afford me the courtesy to allow me to apply the rebate.
I left Koeppel wondering if the people working there are even aware that if it wasn’t for people like me that do business with VW, they wouldn’t have a job. Sad!!!
I would really suggest avoiding this dealership at all cost. The service is deplorable.
On one occasion, I was trying to get my car fixed and they could not resolve the issue. After weeks, the problem was finally solved. Needless to say, I gave the dealership a bad review (VW mails a review form).
I felt the staff was highly unprofessional, the wait times were completely off, and I felt the technicians were very “suspect”. The next time I visited the dealership, the representative “Theresa” actually confronted me about my review! What is worse, is that I think she actually charged me extra for service.
AVOID THIS PLACE IF YOU CAN.
On Monday at 9AM (10/13/08), I brought my 2002 VW New Beetle to the Service Department of Koeppel Volkswagen. I was directed by the young woman at the front desk to be present for the check in and initial inspection of my vehicle. I waited a while for Earl to arrive to meet with me to go over my service requirements. I requested for the 80k Service (at price of $439.99) to be completed as well as a list of the following cosmetic repairs to be made (with the listed price estimates provided via phone on Tuesday 10/14):
Replace missing Front Grille ($470)
Replace latch of Center Console ($76)
Replace Driver’s side Seat belt lock ($203)
Repair auto door lock button (comp)
Repair passenger side door frame (comp)
When the estimate for these repairs was provided, it was also stated that all brake pads were worn down and needed replacing, $420 for the front set and $350 for the rear.
I agreed to go ahead with all of the above repairs.
Estimated total including labor provided on 10/13: $1958.99
On Wednesday 10/15, I received a voicemail stating that my car would be ready for pickup the following day at noon, Thursday 10/16 . I was unable to pickup my car until Saturday 10/18. I arrived at Koeppel Service Department around 11AM. I spoke with the cashier and she stated that the invoice had not been prepared yet, and that I would have to wait until it was put together. I did not see Earl at his desk. I sat in the waiting room. 40 minutes passed. Earl showed up at his desk and was chatting with several auto techs. I asked when my car would be ready, he said just give him a few more minutes. I waited 12 more. I stood by the window and in the middle of his chatting with coworkers he asked if I wanted any pizza. I said no thanks. No word on my vehicle. 10 more minutes passed. When he finally said he was ready, I came to his desk. Earl explained to me that all the work was complete except for the Front Grill replacement. The part was still at the Auto Body shop waiting to be painted.
I explained in frustration that I had been waiting for 45 minutes under the impression that my vehicle was ready as I was told back on Wednesday and was not told anything until now after having made the hour subway trip and having waited in the service center 45 minutes. Earl stared blankly and did not attempt to apologize. I asked when the work on my car would be totally complete. He said, if the part comes in Monday morning, then I would have it by the afternoon. I said alright.
When attempting to take the car at first, my final bill had the front grill price included, which I would be required to pay for before having the work actually done. The total being $2292.48, $333 more than was originally quoted to me. Incidentally, this invoice was printed by one of the young women at the front desk who had a can of soda and pizza crust sitting on the counter in front of me, speaking to me while she ate. I was not taking my car and paying for it without the work completed. So I took the hour long subway ride back home.
On Monday 10/20, Earl called at 2:41 PM stating that my vehicle should be ready tomorrow and that I could call the next day to confirm.
I returned to Koeppel on Satruday, 10/25 to pick up my vehicle at 1PM. The service desk took my payment of $2292.48, gave me my receipt and vehicle claim ticket. The car was brought up. I inspected the car to see that the work had been done. The front grill looked great. I got into the car and the center console and driver’s side seat belt had not been touched. I looked at my receipt again and totalled that I had just paid $392.66 for work to be done that had not been done at all. The paid invoice clearly stated “TECH REMOVED AND REPLACED” each item. My debit card had been charged $2292.48. I returned to the front desk and attempted to calmly explain my frustration. The staff attempted to contact Earl, but no one could get in touch with him. Another service representative followed me to my car and I explained what work had not been done and showed it to her on my invoice. She at no point apologized, but drove my car back into the service garage. I was left at the front desk with no explanation. I asked the cashier to refund the charge and I would have to return on Monday or however much longer it would take to complete the work and speak with the Service Manager.
On Monday 10/27, Earl called and stated that he had been informed of what went on over the weekend. He stated that apparently the Parts Department has failed in getting the parts in and he apologized for their screw up. He stated that a “red flag” has been placed on the center console and seatbelt parts which would expedite their arriving to the Parts Department. I asked when would my car be complete and he still was unable to tell me. He stated he did not know, that it is hard to say when parts are on backorder, but that he would give me a call as soon as they arrived.
Two weeks have passed since I left my car at Koeppel and I have no idea what’s going on with my car.
I called on Thursday, 10/30 at 9AM and was unable to get in contact with Earl, so left him a voicemail inquiring as to when my car would be ready. I did not get a call back. I called at 3:30PM to speak with Earl; he asked how I was doing. I asked if he had received my voicemail and he said he had not. I asked him how long this experience was going to drag out and if he could please tell me when the work on my car would finally be complete. He stated that he thought to contact FedEx to determine went the parts would be in and determined they should be in the following day, with the work then completed that day. He stated that he would call me the following day when the work was completed. Friday, 10/31, I received no call. Now on the weekend I will not pickup my car if no service manager is present to speak with about this horrible experience, which leaves me getting my car Monday, 11/3 at the very earliest—three weeks since I brought my car in Koeppel Volkswagen.
I am not one to easily get angry and overly complaintive, which is why I have detailed my service experience at Koeppel Volkwagen here. I believe it speaks for itself. I was given a completion date on two occasions in which work was not complete but stated that it had been on an invoice I had already paid for. I would also highlight the fact that at no point during this experience did any employee admit to a failure on the part of themselves as part of the Service Department.
I have been severely delayed in being able to sell my car due to this experience. It would have been cheaper and faster if I had had grey market repair, but I had faith in the VW dealership, which is now completely flawed. I can only hope that management or someone higher up can take accountability for the service failure that has occurred here.
I went to this dealership looking to trade-in my Lexus LX470 for a VW
Passat. Initially they were nice and friendly, but when they realized
the trim line i wanted “Lux” was not available at their location things
took a quick turn-around. They told me that they would have to pick it
up from Upstate NY and it would cost me a bit extra, I replied saying
no problem and so forth. They asked if i could leave $500 deposit to
show goodwill, so i did.
Now here is where it got even worse.
After a few days went by Koppel called me to set up a delivery date and
during the convo they mentioned a different color than that i had asked
for. I wanted “Mocha” and he was going to pick up “Black”, I told them
keep on looking for “Mocha” that’s the color i want. Insanely enough he
gets a gray colored one and tries to convince me that this is “Mocha”.
I understand that there is a slight variation from the color i see on
my computer to the actual one. But “Mocha” isnt gray!!! By the end they
were talking like they are doing me a favor. Are they NUTS!?! I’m
paying for all this. This is how businesses operate, you offer a
product/service and people pay for it.
After two weeks I decided
that this is not going to work out. I asked them to refund my $500
deposit as they had promised, its now been over 9 months and I’m still
waiting. Miraculously every single time i have called my salesman
Vincent has not been in, phone operator Jenn takes my messages, Clairy
is the accountant who is not allowed to talk to customers, and Jose
& Paul are the managers who apparently get the message but fail to
call back.
Simply put they are CROOKS! They promised me a new
car and since they were not able to attain the vehicle of my choice I
should be entitled to get my money back.
BECAUSE OF THIS EXPERIENCE I WILL NEVER GO NEAR VOLKSWAGEN.
For
those curious, I went to Hillside Honda and they gave me $3000 more for
my trade-in than Koppel and I went with the Accord EX-L V6. Better
service, Nicer people.