Bob Moore Mazda

Bob Moore Mazda responded

Thank you for the kind review of Ken from our Service Department! And thank you for trusting us with your vehicle! We look forward to our next opportunity to provide you with great service!

Bob Moore Mazda responded

Thanks for allowing us to service your Mazda. It’s great to hear you’re satisfied with the work and with the waiting area. Let us know if there’s anything else we can do.

Bob Moore Mazda responded

Few things in life feel as great as driving a new car, Mitzi. It was our pleasure to help you find the perfect car. Thanks for sharing your excellent feedback about Dale, Trey, and the Sales Team.

Bob Moore Mazda responded

At Bob Moore Mazda, our job is to help you get what you want. We’re glad to know Dale was successful. Thank you for the excellent review. Stop by anytime, we’d love to say hello!

Bob Moore Mazda responded

Sam, thanks for letting us know we could assist you in finding the perfect ride for you! We'll be sure to pass along your kind words to Nolin and Chris. Please reach out if there is anything else, we can do to help!

Bob Moore Mazda responded

We're glad to hear you've been a loyal customer over the years and truly appreciate it. It’s great to hear you’re satisfied with the work. Let us know if there’s anything else we can do.

Bob Moore Mazda responded

So glad to hear you’re happy with the staff! And isn’t driving something new a great feeling! When you are ready to make a service appointment you can either schedule an appointment online (https://www.bobmooremazda.com/service/schedule-service/) or by calling 405-347-8328. Let us know if there’s anything else we can do.

Bob Moore Mazda responded

Everett, This is extremely disheartening especially after having such a great experience with the first Miata. I recall meeting you when you dropped off the second vehicle and could see you felt comfortable with our team. I’m taken back that we didn’t remain in constant contact with you and provide updates. I spoke with Ken and he feels terrible about this and was extremely apologetic, however, he felt his hands were tied as he was waiting on information regarding parts that were delayed and on backorder. This is no excuse, for him not staying in contact with you. I’d be happy to assist with any request, as my #1 priority is and has always been customer service. Respectfully, Phillip Bostick, General Manager

Everetty38 responded

You spoke with my wife but you did not speak with me. It is disheartening to see what happened and I believe it is a failure on more than one level besides just Ken. I understand the supply issues as well as the employment difficulties that come from being understaffed. I can't imagine that Ken deals with the customers, orders parts, takes door panels off and leaves them that way as well as leaving the doors unlocked. As far as Ken being a apologetic that worked great the first week after I called. But when you hear that repeatedly over four additional weeks the apology is no longer sincere. Especially after you have asked if you can get the estimate and get the work moving forward on the other items. Not one thing was done. Not even the estimate. As far as a quick estimate being given the day before I picked it up. That may seem fine but it did not include the items we asked for. Like four shocks on the car for instance. 5 weeeks went by. The intitial notes of what we asked to be done had been apparently overlooked. Since a car's repair seems to be in so many hands I feel a solution would be for each person to have the ability to input notes in a computer system. Example: 3/28/2022 4:30pm. Customer brought 1995 Mazda Miata in for repairs. Customer indicated they wanted four shocks, valve gasket has visible oil leaks, customer inquired about repair of door lock on passenger side not working with key. Ken B. 03/31/2022 3:13pm. Inspected valve gasket and does need to be replaced. Shocks do need to be replaced. Rack and pinion needs to be replaced, Took door panel off on passenger side and left off. Lock would need to be removed and sent to locksmith. Awaiting customer response before door panel is placed back on. Toby Richards. 04/01/2022. 10:43 am. Gathered list of repairs and recomendations from service team member and gave to parts department for costs of parts. Ken B. 04/04/2022. 12:37 pm Check on all parts listed eastimate of parts found given to Ken. John Gibson. 04/05/2022 10:00 am Left voice mail with customer detailing parts and labor of repairs requested as well as additional ones found. Awaiting response from customer. Ken B. 04/05/2022 1:48 pm. Customer OK'd repairs and costs on vehicle. Informed customer estimated shipment time of all parts which will be one week from today and an additional week needed for repairs. Customer was fine with time needed. Forwarded OK for parts to parts department. Ken B. 04/06/2022 4:39 pm. Valve gasket ordered and should recreive 04/11/2022 from XYZ. Rack and pinion ordered and should receive 04/11/2022 from abc parts on CA. That is an example of a work queue. Im not sure if you all have that and it was not utilized. But it would allow a manager to supervise all vehicles in the shop. There should be a typical base response time for each department it is in. The car and others can be color coded and will move up and down the work queue based on something being tocuched or not touched in the work queue. It may sound complicated but it is really not. When someone enters notes it will automaticlaly input the date and time as well as the user's name. If it has been a week or two and its sitting in the parts department then the manager can check on the hold up. An nternal note, email or in person inquiry can be made. A work queue such as this can be custom built fot you depending on how you see fit in the service department as a whole. If you already have this then it was not utilized from multiple areas. The cost of a system like that may seem somewhat of an unnecessary expense but when compared to an unhappy customer and word of mouth it is not. Part of why you see retailers going under is because of compaines like Sears becoming complacent in their methods of business. Others like Walmart come along with something more advanced. Then they do the same and something like Amazon comes along and tops them. It sends Walmart scrambling to try and catch up. Places like Carvana could be the way in the future to buy cars. In may not be them but some sort of business model that is similar or better ran by Mazda or someone else. The same can be said with car repairs as you get them done at a facility or possibly they come to where you are dependimg on the needs. That is the wave of many things in the future whether we are talking hospitals or tractors. What should set a physicsl dealership apart is the interaction and customer service.that something like Carvana may overlook or cannot provide. A work queue ensures that this will take place. You can look at many businesses and see how things have changed. How you keep up with those or are innovative and lead the way on those things will ensure your business' survival. For instance. My wife dealing with you in person and and then sending an email to you. Then me writing a dealer review and you responding with the same generic response assuming they are the same person. That is also not the customer service I would have expected based upon the interaction with the first car brought in. I feel this is a training issue and also something that can be fixed via a work queue to ensure this does not happen again to your future customers. In a world where supply issues are critical as well as sales I would think this would be a top priority of a dealership and car company. Hopefully this helps you in the long run.

Bob Moore Mazda responded

We appreciate your positive comments regarding our Service Department at Bob Moore Mazda. We hope we’ve made a friend—and a permanent customer—in you. We’ll do our best to live up to your review.

Bob Moore Mazda responded

We’re happy to pass along your comments to Nolan! If you're ever in need of more help, please let us know!