Customer service at this dealership is non-existent. - bjones
Customer service at this dealership is non-existent. After spending $47,000 on a new car, e.g., we were harassed over a $5.00 billing misunderstanding at one point. We didn't realize we owed it, but when we were called we said we'd be in the next day to pay it; the next morning at 10:00 a.m. we received another call demanding to know why we hadn't paid the bill yet. When I confronted the clueless service manager about his harassing behavior, he whined that he was "getting a lot of pressure" and had no choice.
Our $47,000 2024 CX-90 hybrid, purchased new from BB Mazda, has been a disaster, with one systemic problem after another, including dying twice in parking lots, stranding us hundreds of miles from home. The service department has had no idea of how to fix any of them. At one point, I did a search on-line and found a recall procedure, which I had to bring to the service department myself. They'd already performed this particular repair twice, but did it wrong without fixing the problem, and it fell to a customer to inform them as to how to do their job correctly.
After the last full shut-down in a parking lot following a 400-mile drive, we'd had enough, and I went back in to discuss returning the vehicle. The general manager, Luke, was fully aware of the vehicle's miserable service history, and agreed that owning a new car that wasn't reliable was bad. The car has a few paint nicks and a chip in the windshield, so I offered that I would pay for the repair to the cosmetic damages. I made clear that I would be willing to accept any of three options: 1) fix the car and explain to me what the problem was and what they had done to fix it so that I could travel with confidence that it would get me home; 2) exchange the car straight up for a new, smaller vehicle of lesser value, or 3) refund my money.
Luke was receptive and indicated that he could work within those parameters. When we got back inside he announced that the trade-in value of the vehicle would be less than $25,000. He freely admitted that the car was a lemon, but then suggested that for all he knew, my wife and I were causing the problems ourselves, and that all he was willing to do as the manager of a certified Mazda dealership was treat the defective vehicle as a standard car trade. He "explained" to me that a comprehensive solution to the car's unreliability wasn't his problem, since he hadn't built the car himself. He was adamant that Bernie Bishop Mazda would accept no responsibility for selling us a defective product, and that he would only accept a standard trade at half the car's value. Calmly, without raising my voice, I told him that I had probably cost the dealership a sale at one point when a stranger in a parking lot had asked me for a review of this car, and I had told him truthfully about our experience. This angered him and he stood up and told me to "Get the xxxx out." He repeated this numerous times, adding that I was unwelcome in this dealership and would not be allowed inside again. I asked him to give me the number of Mazda customer service, something he himself had suggested before, and he refused, repeating again, "Just get the xxxx out!" When I protested that he could at least give me Mazda's corporate customer service number so that I could pursue a resolution with the company directly, he physically pushed me to the door and slammed it in my face, then made a show of going around and locking all of the doors.
This dealership is a bad joke. Rather than take ownership for problems with the cars they sell, general manager Luke accuses customers of causing the problems themselves and then profanely throws them out of the building. They're currently down to one mechanic, so wait time for service is weeks. Avoid this dealership like the plague.
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