Koeppel Mazda Service Center

When we dropped off the car at 10AM , we told the advisor, Arnold, that the number on file wasn’t in use anymore and specifically asked him NOT to call it. We gave him an updated number to call, which he wrote down and confirmed with us! After waiting for two hours we still hadn’t heard anything. We checked with the service center desk since we did not know where Arnold was and they told us that the car would be ready shortly. Another 45 minutes went by and we checked again at 1 PM. That’s when they told us they called and texted us an hour ago to let us know the car was ready. However when we asked what number they used, it turned out to be the old number instead of the updated one we gave Arnold 3 hours prior. We ended up wasting an hour waiting for no reason when the car was already done. It was really frustrating, especially since this wasn’t the first time a simple service like an oil change ended up taking almost three hours. As an apology, they offered us a free car wash, which we appreciated, but then said they couldn’t do it today and we’d have to come back within five days to redeem it. Driving 40 minutes within five day just to use the offer feels excessive. There shouldn’t be a time frame on the offer when it was because of their mistake in the first place. While I’ve had many good experiences with Koeppel Mazda in the past, this visit was beyond disappointing.

Dec 31, 2024 · Simrit Kaur

I’m going to start by saying how satisfied I was with the clerk, mechanics and basically everyone else in this service center. I absolutely loved the service with the mechanics. They kept us updated about what was happening with the car and sent us a video which I had never experienced before in any oil change with my previous vehicles, however the service agent Arnold was very rude. When we walked in he asked if we purchased the car in that dealer and once I said no I could sense the change in attitude. I came to this appointment to accompany my mother who prefers to speak in Spanish and he refused to speak to her in Spanish even though I had asked politely if he spoke the language and his answer was “yes but I prefer for you to speak to me in English”. Nevertheless we continued to communicate with him in English. I asked him questions about how to care for the synthetic leather and if the back seats reclined.. simple questions that you should know if you work in a dealer, specially in the service center. He walks over to the car and folds the back seats forward and looks at us like we are stupid, once I explained to him that we wanted to know if they reclined he then says “oh no Mazda doesn’t have back seats that recline”. Whatever no big deal but then I asked about to care for the synthetic leather and he was just saying “I don’t know is not real leather maybe water and soup… this is not real leather etc”. First of all this is your job to know. Second, if you are unsure, ask someone. Like I said earlier I liked the service and treatment I received here I would come back to this location but I would definitely see someone else.

Dec 04, 2024 · ST

I had an absolutely terrible experience with the service department at Koeppel Mazda. The level of incompetence and lack of customer care is astonishing. My interactions with Cassandra were especially frustrating—she was unhelpful, dismissive, and seemed completely uninterested in resolving any issues. It’s clear that customer satisfaction is not a priority here. I will not be returning and strongly urge others to avoid this service department if they value their time and money.

Jan 22, 2025 · Edwin Castillo

Get ready to wait and be upcharge. Had a 930am appointment, didn't see the service inspector until 10am bc there's a wait outside and didn't get my car until 130pm! I was pissed to say the least because this was my first inspection on a brand new car! The person who booked it stated "drop off", I don't live anywhere near here, so had to basically waste my whole day off! And they had the audacity to try to charge me for a new cabin air filter for $155! Did they inspect it before I got the car? I have a cx5 2024 on Aug 2024, I don't live in the desert and it only had 2300 something miles in 4 months. Do not recommend.

Dec 04, 2024 · Mae Ann

What's the point of booking an appointment, months in advance, if there will be a long line of cars to get into the service center, and end up taking 4+ hours to do a simple oil change? And you want to charge $155 for replacing the questionably(!) dirty cabin air filter? A part that costs $15 and takes less than 2 minutes to replace. On the car we purchased 3 months ago with 2,200 miles currently on it? Did you think we drove it through the Sahara Desert or through the dust storm in Mad Max Fury Road? Maybe it's dirty because the car sat in a lot unsold for months until we purchased it, and the filter wasn't changed during the initial sales inspection? Or it's mechanically defective and should be repaired under warranty. Either way, to ask us to pay that ridiculous price is down right offensive and insulting. We expected better from you, Koeppel Mazda! It's why we bought two CX-5's from your dealership, and now regretting our most recent purchase.

Dec 08, 2024 · Daniel Le