Castle Mazda Downers Grove

Outstanding, Professional, Friendly and Honest...No GAMES! Alex Barraza and Bill Richey are exceptional!! My husband and I recently leased a vehicle from Pugi Mazda. We just experienced possibly the very best Alex Barraza and Bill Richey are exceptional!! My husband and I recently leased a vehicle from Pugi Mazda. We just experienced possibly the very best customer service of all time! First, the dealership stands by their full disclosure policy - something unfortunately most dealerships do not adhere to; we were shown every detail of the quote, which both Bill and Alex took their time to explain to us. Second, the numbers we were quoted by Bill, were EXACTLY what we paid (no "oh...by the way..."). Katie from Finance was outstanding! Even on an extremely busy Saturday, she got us in and out without us feeling rushed. She took her time to explain every nuance of the deal. Great customer service! Lastly, both Alex and Bill continue to respond to our questions on a timely basis, whether it is a phone call, email or a quick stop-in. We are so impressed with the high level of integrity this team displayed that there is no doubt in our minds, we are definitely coming back! Oh, did I mention....my husband used to sell cars?? HE is exceptionally impressed and that is hard to achieve. Keep up the great work! Jim and Vikki V. :-) More

Went to Four Dealers in One Day, Pugi Stood Out I was in the market for a used Mazda 3. After doing a few days of research, I made a list of cars I wanted to go see, and planned a day with my dad to I was in the market for a used Mazda 3. After doing a few days of research, I made a list of cars I wanted to go see, and planned a day with my dad to go see all of them. After going to all three dealers to see the cars on my list, I hadn't driven a car that I was excited about buying. So I went back on cars.com and found another car at Pugi that I thought was worth a look. I called the dealer and got CJ. He was super friendly, and even though I had only given him about 30 minutes' notice, he said he'd have the car ready for me when I got there. When we arrived, CJ was out to meet us within 30 seconds, and within 5 minutes, he had made a copy of my license, grabbed a plate and the keys, and we were on a test drive. We got to chatting on the test drive, and I could immediately tell he was a car guy. It was refreshing to have a salesperson who knew the cars inside and out and was as passionate about them as I am. When we got back to the dealer, we looked over the whole car carefully, and then went inside to discuss it further. He showed us the carfax and the car had damage to the front reported about a year prior, but there was no evidence of any damage on the car's bodywork or anything in the engine bay. I was a little wary about this. I have been burned before by falling in love with a car and ignoring the warning signs. He explained the difference between a damage report and an accident report (in a nutshell, if there is a second vehicle involved in any way, carfax calls it an accident. Anything else is considered "damage" and this includes things like bumping into a pole or hitting trash cans.) This made me feel a little better but I wanted to be sure there was nothing wrong with it, so I asked him if he could put the car up on the lift for me. He said yes immediately, and went to see if there were any free lifts in the service center. There weren't any right then, all five were taken, so he offered us snacks and drinks, then went back to check on them just five minutes later. He talked the mechanics into getting us in ahead of the next oil change and got the car up on the lift. He got all of this done within ten minutes. Everything under the car looked great. There was almost no surface rust, even the exhaust was still rust free. It was hard to believe the car had been through three winters. Once I was satisfied, he sent us back inside, and got the car down off the lift. He took care of all the basic paperwork stuff, and then he had us wait in the waiting room for finance. Katy was out to meet us before we even sat down. And CJ said he would go get everything in the car ready and do a final cleaning (there was no dirt in the car it was beautifully detailed. I think he basically meant taking the papers off the windows) for us while we got the financing squared away. Katy was super friendly and helpful with getting the financing all taken care of. This is the first car I have had to finance part of, and she made sure I understood every bit of the process and exactly what I was signing. She did not try to push any extras on me. She explained the two warranties that they offered, and they were way more reasonably priced than I expected, but when I declined she didn't try to convince me or anything. All told, from the time we pulled into the parking lot to when I was driving out the door in my new car, it was just under 2.5 hours. I live about an hour north of this dealer. I wouldn't have considered them if I wasn't already half way there visiting other dealers. I would not hesitate to make the drive down to buy my next vehicle. One final thing: I am a 22 year old guy and I was there with my dad, but everyone there always talked to me. They treated me like I was any other customer, and didn't look to my dad for answers or show any signs that they didn't think that this was my decision. It's hard to explain, but basically, I felt respected the entire time and I really appreciated that. More

Congratulations on the bare minimum On a scale from zero to ten, with zero being "they could care less about my business" and ten being that "I am priority number one," I felt that I was On a scale from zero to ten, with zero being "they could care less about my business" and ten being that "I am priority number one," I felt that I was about a two. I scheduled a visit to drive an hour away to view a pre-owned vehicle that I was interested in, and the car was not even remotely ready for my visit (buried behind other cars, no gas, not washed and detailed). The salesman profusely apologized, but apologies only get you so far. Even through the dirt, I could see hail damage. That was my main complaint for the price that they were asking. I didn't xx them on the price, but they probably figured I wouldn't notice the damage. The salesman offered to have it fixed and I agreed to a sale pending (my satisfactory review of) the repair. The repairs got delayed for several days, and I had to find this out after calling the sales manager after not getting updated by my salesman. Apparently I wasn't important enough to get basic status updates. I drove (again) an hour to view the the repairs and sign the papers. The hail damage repair was OK (not great, not bad), but seeing the clean(er) car showed me more scuffs and scratches. I wasn't impressed with their auto body staff at this point. After getting in the car, I immediately noticed the previous detailing issues that I had pointed out on my last visit. Simple fixes guys! Come on! I waited.. and waited.. and waited for my salesman (who knew I was ready to buy). He decided a prospective sale was more important than mine. I had to walk up to the sales managers cubicle and ask how much longer it would take. Apparently there were two other sales "ahead of me," and it was best for me to come back later. The GM just happened to be sitting there. He assured me that my next visit will be the last. It turned out to be a prophecy. I arrive a few days later (on time and on appointment) after being pushed off. I sign the papers thinking that I was priority, and that I would be in and out given my very simple finances. Not so. I had to wait through THREE other arduous finance cases to be seen by the finance manager. What makes things worse, I heard the finance manager and sales people working through interest rates and monthly payments WHILE MY PRE-APPROVED FINANCE PAPERWORK WAS ALREADY DONE, yet the two others taking dealer financing HAD PRIORITY OVER ME. Fine. I didn't just have a rough ten hour day at work and then have to spend a total of three hours driving in the rain to spend another hour and a half waiting for your inept staff. Note: My financial paperwork took 10 minutes.. tops. Would it have killed Pugi to get the pre-approved guy done before the wishy-washy kids? (Answering myself: Yes, because we make more money off the idiots) I drove the car home and read my remote start manual. I can't describe my disappointment when I found out that I only had one 2-way remote when I specifically inquired about two. This is something that I specificaly inquired about in an email to my salesman. He was too busy to correctly read and interpret my concern. With zero faith left in the dealership, I bought the 2-way remote and found out how to program it. Less than 24 hours after I drove the car off the lot, a co-worker pointed out that my driver side brake light was out. I didn't think to ckeck something as simple as that given this car was being sold by a "legitimate" mazda dealership. You know, with checklists, and standards.. The take away: Doing the bare minimum for a customer is a sure fire way of never seeing them again. This review will be posted on all applicable social media and review sites. More

Service Department I went to Pugi Mazda today for service basic oil and filter change, tire rotation and diagnostic check of engine. Worked with service advisor Joel. Ex I went to Pugi Mazda today for service basic oil and filter change, tire rotation and diagnostic check of engine. Worked with service advisor Joel. Excellent experience. Highly recommend service at this dealership. More

Love my car, can do without the sales/service team. Here is the listing of complaints I have with my buying experience with Pugi. To start, it took them 4.5 hours, to complete the full transancation. Here is the listing of complaints I have with my buying experience with Pugi. To start, it took them 4.5 hours, to complete the full transancation. Partly due to the Sales Manager, Cody Bakr not inputting any of the agreed upon sales information into the computer system. Next, they had no idea upon the agreed upon purchase price. I had to calculate and show them the agreed amount. Once done and agreed with staff, the paperwork went to finance, it was still wrong. I am currently calling every day to get a response, as I noticed it after the fact. They have not called me back or made any attempt to correct. Also, my trade in value was not matched as promised by Cody Bakr, who verbally told me they would as long as I showed the documentation from another dealership. Then, the salesmen noticed a half a tank of gas was missing and the navigational chip was not yet installed during a walk through of the vehicle. The salesman promised before we left these would be done. As we left the dealership, I noticed both of these were not done. The Pugi team has made no attempt to call/email me about these issues, specifically what is owed back to my due to their incorrect sales price of the vehicle. I would highly recommend anyone who deals with this team to strongly consider another dealership at this point. More

Super great experience with sales people!! I can't say enough about sales person Mathew Goldstein, friendly, knowledgeable, to-the-point, willing to go the extra mile. I came in to see a spec I can't say enough about sales person Mathew Goldstein, friendly, knowledgeable, to-the-point, willing to go the extra mile. I came in to see a specific car but drove a couple of other models. I also had a trade but also had KBB, NADA book prices. I didn't have to haggle over price because they had the lowest $ from Car Gurus. Matt made getting the car such a pleasurable experience as it should be. I was also on a time crunch and Matt accommodated me to the extreme - although it was a cash deal. I can't say enough about Matt's knowledge about the process, inventory and willingness to make the process fast. He is a fantastic salesman but also very truthful and sincere. I will do business with Pugi again because of him. Thanks again. Jim Scholtz. More

Great experience buying a car I went to Pugi Hyundai to get an oil change and found myself on the Mazda showroom floor while waiting. I had absolutely no intention of buying a car I went to Pugi Hyundai to get an oil change and found myself on the Mazda showroom floor while waiting. I had absolutely no intention of buying a car that day. Erick took us on a test drive and the car (CX-5) blew me away. I still wasn't prepared in any way to pull the trigger but wanted to at least find out a little more about pricing. Erick was very patient with me through the whole process and before I knew it, we were talking about the pricing of the car I just test drove. What?! I came in for an oil change! Yet- I didn't feel pressured. I had done my research, I knew I *wanted* a new car but I didn't need one. Speaking logically about the purchase, Erick sold me on the car. He stayed until after the place closed to make sure I went on my way in one piece. Great experience. More

Lower rocker arm recall, inspection and repair The service provided was outstanding. Joel walked me through the repair sequence and the timing involved to complete the work. He called later in the The service provided was outstanding. Joel walked me through the repair sequence and the timing involved to complete the work. He called later in the day to inform me during the full circle inspection they found a leak in the transfer case breather vent assembly and repaired it since it was under an extended warranty. I previously notice three drops of fluid on the garage floor but did not see it again, so I chose to ignore it when I brought the car in and did not mention it. More

Extreme Unprofessionals! Three weeks ago I wrote a review in which I called this dealership a "money-making machine", because I brought-in the 7-year-old Mazda CX-7 with wit Three weeks ago I wrote a review in which I called this dealership a "money-making machine", because I brought-in the 7-year-old Mazda CX-7 with with the "check engine" light on, they charged me $350 for diagnostics, haven't fixed anything and made me a great favour by offering $500 for this car. Now I would like to state that in addition to being a money-making machine PUGI Mazda is a bunch of EXTREME UNPROFESSIONALS who cares only about their revenues. So, after that experience my story continued... Everything happened within several days, but I am writing about it now, which is two weeks after. I took my car to the private mechanic in Naperville where I live, it took him one day to figure out the problem - it was a clogged injector. He changed the injector and now the car is up and running even better then before. The private mechanic charged me $370 for parts and labor (almost the same as PUGI Mazda charged me for literally nothing). My mechanic also confirmed (what PUGI Mazda stated) that the compression was slightly lower in the 3rd cylinder. However, the mechanic said that it was rather a very small loss in compression, and that he won't believe that such a small drop in compression would cause such a serious misfire in the cylinder. Obviously the leaks from the gasket cannot be the reason for the misfire specifically in the 3rd cylinder! It was simply a bad injector. And if technicians from PUGI Mazda would at least read Mazda forums, they would see that this is a common problem with Mazda Engines, that their injectors basically are very bad! What I find extremely unprofessional here is that PUGI MAzda didn't even attempt to try to find what was the problem. They just said that the car needs new engine for $12,000 or "we will take it from you for $500". If you look for how much they sell the same cars, you will see that it is around $8,000-10,000. Obviously, we cannot exclude that they didn't even try to fix my car hoping to get it for nothing and then sell it for around $9,000. Can you imagine? I find it really mean and disgusting that PUGI Mazda are saying that they are professionals, and playing that card all the time, but indeed they care only about their money and could not even solve a problem that seems to be super simple for any private mechanic. To conclude, if your Mazda is out of warranty and if you do not have extra money that you have no idea how to spend, don't be an idiot and don't go to PUGI Mazda, as well as any other Mazda dealership for repairs! Find a private mechanic near you, who will be able to fix your car way much better (and also cheaper). There is a very important thing in business called reputation and it seems that dealers completely forgot about it. Loss of reputation is more detrimental than loss of financial revenue. Small private car shops always cared about their reputation... Think about it! P.S. If you think that I am not a real person and writing this review intentionally, I would say that I am a real person, you can always google my name and see who I am and what I am doing - I am not connected to cars at all, I am a professor at the university who is doing research in molecular biology. And yes, I am writing this review very intentionally, so that you would not get in the same unfortunate situation as I! Good luck! More

Jessie was extremely nice and extremely friendly and very knowledgeable she deserves a big raise. CHRIS WAS GOOD ALSO. I buy a lot of cars. I'm in a lot o was extremely nice and extremely friendly and very knowledgeable she deserves a big raise. CHRIS WAS GOOD ALSO. I buy a lot of cars. I'm in a lot of dealerships. I don't know what's going to happen with my relationship here down the line but for now this place was very impressive. Yeah and I am amongst other things a professional actor I would love to do a commercial with mr.pugi! More