Adrian Najera | Page 2

Excellence Service with a SMILE As for the visit, I would like to say it was beyond what I expected of Service. Great service start to finish. I would return to have service done aga As for the visit, I would like to say it was beyond what I expected of Service. Great service start to finish. I would return to have service done again More

by MELVIN.MCDOWELL Verified Customer Verified Customer

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Outstanding Because of Sandy Tydd My 4th car from this dealership because of the care provided by Sandy. As of Friday I was questioning as to go elsewhere do to a service dept problem My 4th car from this dealership because of the care provided by Sandy. As of Friday I was questioning as to go elsewhere do to a service dept problem on my wife's car and Sandy immediately jumped in and offered to come to my house and get her car and bring a loaner. You talk about service recovery. Although I did not take her up on he offer, she took personal responsibility to remedy the problem and make things right. Not many would do the same. Friendly and honest, quickest I ever walked out of dealership with a car. From test, to trade -in and finance in just over 2 hours.... Thank You Sandy and CJ Wilson More

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Be Careful! I brought my car in last weekend for an oil change and a free mini detail that was offered to me for another mishap late last year. I did the exterior I brought my car in last weekend for an oil change and a free mini detail that was offered to me for another mishap late last year. I did the exterior check with Rudy and opened my door and pointed out my window tint and asked that they not do my windows for that reason. Two hours later I got my car back...paid my balance and drove away. I was less than a minute away and I noticed a chip in my tint on the driver's side. I immediately called Rudy and informed him that I was turning around and on my way back. He met me outside and assured me that no one touched my windows and how I had to speak to the manager on Monday and that he would leave him a note to call me. I never received a callback. I called Tuesday and left Adrian a message. Wednesday same thing. I called Thursday and got Rudy again and was told to bring the car back in. I asked if I could do so Saturday b/c I work M-F and was told the service manager has weekends off. I rearrange my work day to come in at 9:15. I spoke with Adrian and was told some lame excuse about no one touching my windows and how in his expert opinion...it was an air bubble that was trapped and how someone must have picked at it trying to release it and that is what caused the chip in my tint. So yes, he was blaming me for it because they have a no fault policy and a member of his team would definitely have come to him to admit they did it. I was being called a liar. And also told that yes they do a walk through to jot down marks on your car and it would have been easy to miss the chip in the window and how if he believed and/or compensated every customer that made such claims how he wouldn't have a job. That's exactly what a customer should hear while speaking with leadership regarding a complaint of damage. The interesting thing is in all my dealings with Rudy and my first dealing with Adrian...not one apology for ANYTHING. Not even the total lack of returning one of my many messages. To be fair he did offer up a store credit but in a manner/tone to indicate he was doing me a favor. Customer service reigns supreme here folks. My advice to anyone who leaves their car in their care is to take several pictures of your car inside/out and go over it with a fine tooth comb immediately up on the return of your vehicle. Customer service and customer satisfaction are mediocre at this location-at least in my experience. Two quotes from Bryan, the customer experience manager: "We are willing to ease the stress of your repair that you are choosing to do. I think we can both agree that neither party can prove or disprove fault." I drive my car every single day. There is no way I would miss a chip at eye level--yet my integrity is being questioned. It seems fairly obvious to me that they couldn't care less that they have lost my business, trust and respect. More

by TwonX Verified Customer Verified Customer

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it was outstanding Every time I take my vehicle for service Everyone is so accommodating. I really enjoy the positive deposition as well smiles. I love the concept of th Every time I take my vehicle for service Everyone is so accommodating. I really enjoy the positive deposition as well smiles. I love the concept of the coupons and little rebate checks that's helps a lot with maintenance. More

by Gwenscar Verified Customer Verified Customer

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Good Service / Bad Scheduling I have been disappointed the last 2 visits as both times I made an appointments yet the getting in and out was a problem. It seems that they make app I have been disappointed the last 2 visits as both times I made an appointments yet the getting in and out was a problem. It seems that they make appointments, yet take many drive-ups, which pushes back those that were scheduled. My last appointment took 2 hours and all the work that was done was an oil change. I have no problems with the actual service just the attention to scheduling. They simply need to prioritize those that have the foresight to make an appointment. More

by SHARMS5 Verified Customer Verified Customer

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Just great Service was great as usual, people great also. The entire stall is excellent. Sales staff and service staff. The facility is very clean with ammenit Service was great as usual, people great also. The entire stall is excellent. Sales staff and service staff. The facility is very clean with ammenities More

by RRESZEL Verified Customer Verified Customer

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OUTSTANDING SERVICE DEPARTMENT I HAD AN ISSUE WITH A CPO USED VEHICLE I HAD PURCHASED. IT WAS HARD TO DETECT AND HARD TO IDENTIFY. I DEALT WITH PETER ONE OF THE TECHNICIANS, AND SER I HAD AN ISSUE WITH A CPO USED VEHICLE I HAD PURCHASED. IT WAS HARD TO DETECT AND HARD TO IDENTIFY. I DEALT WITH PETER ONE OF THE TECHNICIANS, AND SERVICE PERSONNEL ADRIAN, GEORGE, RUDY AND MY SALESMAN DAN STELMACH. DAN IS TOP NOTCH AND DIRECTED ME TO THE PROPER SERVICE PERSONNEL. ADRIAN WENT THE EXTRA MILE TO IDENTIFY AND FIX MY CONCERN. HE EVEN PROVIDED ME A LOANER SO HIS TEAM COULD SPEND MORE TIME TROUBLESHOOTING AND GET ME ON MY WAY SO I DIDN'T HAVE TO WAIT. ADRIAN CALLED ME A FEW HOURS LATER AND SAID THEY IDENTIFIED AND REPAIRED THE PROBLEM. AS IT WAS FRIDAY, I WASN'T EXPECTING THIS CALL UNTIL MONDAY. WE TOOK IT FOR A TEST DRIVE AND THEY DID FIND IT, AND REPAIRED IT. I SHARED WITH THEM I WAS TAKING A ROAD TRIP AND THEY WENT ABOVE AND BEYOND TO MAKE SURE I COULD MAKE MY TRIP WITH CONFIDENCE. I'M 62 YEARS OLD AND THIS IS BY FAR THE BEST PEOPLE IN A SERVICE DEPARTMENT I HAVE EVER HAD THE PLEASURE TO BUSINESS WITH. THANK YOU. I'LL BE BACK AND RECOMMEND YOU TO ANYONE THAT NEEDS REPAIRS!!!!!! More

by MCRD3010 Verified Customer Verified Customer

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Tire/Rim Replacement and Windshield Replacement I dropped my car off on a Monday for a tire replacement. After sitting in the lobby for over an hour I was told that my standard tire was not in stock I dropped my car off on a Monday for a tire replacement. After sitting in the lobby for over an hour I was told that my standard tire was not in stock and they had to order the tire and have the tire approved for replacement under the warranty. I was given a loaner car and was told my car should be ready at the end of the day. Later that morning I was informed that I needed two tires replaced and a rim replaced and my car would not be ready at the end of the day, so I told the service department to schedule a windshield replacement. After Monday, I had to call Mazda to get an update on my car because no one from the service department was calling me. In addition, each time I called I was told that my car would be ready the next day, and on the following day I would call and my car was still NOT ready. My car was in the repair shop for 5 days!!! Very disappointed with the timeliness of the service repairs and the lack of updates from the service department. A customer should NEVER have to call to receive updates on their vehicle and should not be told false information. Lastly, every time I called to check on my vehicle I would be put on hold for 5 minutes and the individual was still unable to answer my questions. Incredibly disappointed with the service and would prefer to never return back to the Orland Mazda. More

by ac1835 Verified Customer Verified Customer

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Quick And Efficient This is the first time I have used this service department and after my experience I will definitely be back!!! Just a simple oil/filter/tire rotation This is the first time I have used this service department and after my experience I will definitely be back!!! Just a simple oil/filter/tire rotation but they got me in quick, kept me informed, out in under the estimated time, and here's the kicker.... out with a car wash and included at NO CHARGE was rental car reimbursement, towing assistance, and $150 toward tire repair if something should happen in the next four (4) months....Definitely wowed. Kudos to the team at CJ Wilson More

by MMOORE10 Verified Customer Verified Customer

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Good experience got better They have updated the Web page. It now works to schedule an appointment. They will give you an estimate for the cost of routine maintenance when you They have updated the Web page. It now works to schedule an appointment. They will give you an estimate for the cost of routine maintenance when you make the appt to have it done. More

by Torgrot Verified Customer Verified Customer

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