Kennedy Mazda - Service Center

Kennedy Mazda responded

Thanks you so much for the review! We appreciate your business and I hope you are enjoying the new MAZDA3 GT! Andy

Kennedy Mazda responded

Hello Karen, I am sorry to hear you and Meghan got off on the wrong foot somehow and to compound things we disappointed you and have you questioning if our service department is trustworthy. I can assure you working with Jerry O’ Daniel for over 22 years, he is as honest as the day is long. The sunflower seed you mentioned is most likely from a bird feeder at or near either your residence or workplace. It is from a rodent that was about to make a comfy nest in your CX-5. We see this quite often. I personally checked your service history and I understand what happened. Jerry was looking for a line item in your service history for the cabin air filter. The last one detailed out was indeed 12/22/2015 at 53,948 miles. The problem is he missed on 6/7/2017 you had a 75,000-maintenance package completed at 79,366 miles which when are service software provider coded the package it bundled the filter in the package option but does not break it out as a line item. The only way Jerry would have seen the filter installed on that date was to double click on that repair item and open a PDF of the repair order. Obviously, he was trying to do a quick overview of your service history looking for the cabin air filter line item. There was no intent by him to deceive you, it was just an honest mistake. Now according to Mazda scheduled maintenance on the 2013 Mazda CX-5 the cabin air filter should be changed every 25,000 miles or 2 years. Your service visit on 8/28/2018 you had 99,467 miles on your vehicle so 4,899 miles short of needing to be replaced. I would be more than happy to offer you a credit seeing the filter was not due to be replaced for another 4,900 miles. Please let me know what you feel is fair and I will take care of it for you. I hope we can repair our relationship and earn back your trust. You like all are customers are very important to us and we want you to know that you can indeed trust what service is recommending and would never lose our integrity and try to up sale or push a repair that is not something we felt is needed. Andy

Karen@IU responded

In response to my first post, I guess the explanation for Jerry's response, it may be possible and would make sense because Jerry has always been honest before. As for origin of seed and Meghan's customer service skills, I don't agree. I sent a response and appreciate your response to correct this situation and believe you are a great manager,

Kennedy Mazda responded

Hello Helen, I am very sorry you had an issue with the 2016 Nissan Sentra that you purchased on 8/11/2018. Obviously, we did not realize the vehicle had an issue when it went through service for a safety inspection, nor when it was sold to you. We take pride in our Pre-Owned department and always stride to have the nicest vehicles possible. Seeing the vehicle was purchased in August and this review was left on 10/5/2018, stating the vehicle was taking last week to the Nissan dealership which would be the end of September. I sure your son would not be driving a car that was constantly overheating, so It sounds like the problem was an intermittent electrical issue which can be frustrating. The issue was not present at the time our service department checked the vehicle and sounds like it finally failed almost a month later. Trust me nothing is more frustrating to us than not being able to help a customer that just purchased a vehicle with an issue. I am glad to hear the extended warranty you purchased as already proved to be an asset to you and your son. I hope we can repair our relationship, please give us another opportunity in service and sales. We will do our best to make things right with you. Andy