Ok so I've had my car serviced at this dealership in the past. Once in fact. They did nearly 3k of work (under my car warranty) and it took a week and I got my car back. Other than a extreme difficulty reaching people in the service department...I'm talking hours or days for responses with my advisor Zenas frequently being busy and unavailable to take calls or give updates. Anyway, it was an uneventful visit and I thought I'd try them again for the new service needs my same vehicle had. See there is no Mazda dealership where I live, which is 120 miles north of Phoenix, near Flagstaff. Plus, due to medical issues all of my credit cards are currently unusable. So I called 3 days ahead and scheduled a service appointment with Mario. I told him of my concerns and spoke to him twice to confirm that I needed a loaner car for my service visit and that due to the distance to this dealer I was taking the day of service off and could not rent a car.
My issue began when I arrived for my 2pm appointment on Wed the 22nd of March 2017 2 hours early. I pulled up and was not greeted by anyone. There was a gentleman in the service lobby ahead of me being assisted by one employee. 10 minutes later the employee finished with the gentleman ahead of me and greeted me. After I began describing my issues with my car I asked if they could pull the loaner up next to my car so I could empty some things into it. That's when Mario told me they had no loaner car for me. So basically I drove down for 2.5 hours and took the day off work and now had no way to get home if I let them service my vehicle. I was upset and desribed that I had told Mario of my needs and that Mario had guaranteed me a loaner vehicle for this service. I could not understand why they didn't have one for me since he knew it was important and I booked the appointment days in advance.
Mario got his manager. I do not recall his name, but he came up with an extremely unpleasant demeanor and told me that they did not have any laoner vehicles. The manager went on to describe that his dealership only has 5 loaners and that they were all taken already. I tried to ask why they didn't save one for me and was told that other customers were more important and that they only gave out loaners to those who spend $250 or more out of pocket for service. That the loaners were for special people and valued customers and that they would not consider giving me one, used or calling anywhere all. That no Mazda dealers provided loaner vehicles and he made it seem like it was an unreasonable request. I felt offended and unvalued and was BLOWN away by how he smiled at me after saying that. Mario the whole time had his head down and was standing silently next to me.
I needed everything from brakes, rotars, alignment, oil change, and had multiple concerns about safety equiptment, engine idling issues, braking distances, tires, electrical issues....Basically thousands of dollars of work needed to my car. I was also wanting to shop their lot for a new Mazda CX-9 too.
I was so frustrated with their lack of ownership of their mistakes. The manager even told me they had given the rental they had for me out to another customer that same morning. This has to be the poorest I've ever been treated by a service department at a dealership and I would highly recommend against getting anything done at the Peoria Carindaleway Mazda Dealership.
I googled and found another Carindaleway Mazda in town by the way, in Mesa, AZ. I asked the manager and Mario to call them and see if they had loaners for me if I drove immediately there. They called and got me connected with Steve and I got on my way.
Steve at the Mesa location not only took complete care of me, but got me a fully loaded mazda cx-9 to use as a loaner, since I was thinking of buying one. I had an in-depth wonderful experience at the Mesa Mazda dealership and wonder why the Peoria location made me drive 55 minutes out of my way, in the wrong direction, delayed me hours for my day and really treated me terrible.