I went in for a replacement key for our Mazda Tribute. I called on a Tuesday and came by the next day (Wednesday) for them to take a look at the key and the car - fine. Service staff said they had to order the key and remote entry fob, but that it would be ready for pick up the next day - fine. He said there was no need to make an appointment because programming the key took only a couple of minutes. Thursday I called before I drove out there, and the same service staff member had no recollection of our conversation, could not find the record of the order, and apologized, saying he would do it now and it would be ready the next day - annoying, but fine. Monday I went to pick it up and they did have it, but asked if I was going to wait while they cut the key and programmed it, which might take anywhere from just a few minutes to an hour, max. An hour?? What happened to a few minutes? I said I was on my lunch break from work and couldn't wait an hour, so would make an appointment for later in the week when I had more time. Thursday (now a full week after my initial call), I came in for the appointment. An hour later, not one person had checked in with me, updated me on the progress, or otherwise acknowledged that I was still sitting there. I went back to the service desk and asked how much longer it would be, and was told that they had no idea, they were having trouble with the fob and it might never work. At this point, I spoke with a manager and explained the long story and that I was frustrated that I was still sitting there an hour (and a week!) later with no idea of how much longer it might be or whether it might be done at all. I told her I was not able to wait any longer, and would not be coming back again for the same key, particularly after her service staff had told me it wasn't a big deal and wouldn't take long to do. She told me that the key (minus the fob), actually, was ready to go and that since I had requested it I was responsible for paying for it. I said I would not pay for just the key when it was not my full order, and I would not have come in for just a key. She finally did release my car without payment for the key, but not without acting as though I was being completely unreasonable and overreacting to the situation by refusing to wait any longer or come back yet again for the same purpose. We have never done business with this Mazda dealership before, and will never be back.
I Recommend This Dealer:
I do not know their names, but it was not just one individual in the Service department that was unable to communicate effectively about ordering the key, how long it would take to do, and how long I could expect to wait.
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