Hello Mazda of Temecula

Terrible experience with Tabitha Service Agent We bought our 2009 Mazda from John Hine Temecula Mazda. We have been bringing it back regularly since then for our servicing. It has been an overall g We bought our 2009 Mazda from John Hine Temecula Mazda. We have been bringing it back regularly since then for our servicing. It has been an overall good experience…until yesterday (4/28/2017). 1. We had a very unusual white powder that has been dropping from somewhere under the dash to the gas pedal area for a few weeks and decided to bring it in for analysis. Car is running fine. No smell. No other issues. 2. We made a 7:00 am appointment. At 7:00 am we were still waiting for the gates to open. This was the first confusing item of the day. I had an appointment, but nobody was there. 3. Eventually doors opened and we were greeted by the service agent Tabitha. I all the years since we have been bringing in our car we have never worked with Tabitha. She could have been there but we always worked with someone else. 4. I explained the “white powder” issue and we went out to the car together to show her. 5. Her initial comment was “Ok, we charge a $125.00 service fee. Are you going to leave the car with me? 6. I found this to be a very interesting question. What does this mean exactly? If I don’t leave it, then it can’t be investigated. This was the second confusion of the day. However I of course said yes. I mean that’s why I’m here right? OK. Paper work done and the typical “I will call you as soon as I hear something”. 7. It’s 12:30 pm (5+ hours later) and no call. I happened to be out and in the John Hine Temecula area so I stopped by and went in to find out status as this amount of time lapse with no call has NEVER happened to me before. 8. Asked Tabitha for some kind of status. It’s been 5+ hours. Her response: “They are taking the car back now”. 9. I said: WHAT? I brought the car in at 7:00 am, per my appointment, and you are just now taking it back for investigation??? 10. She said yes. I said why? Here comes the third confusion of the day! She said “well you said you were going to leave the car with me today”…. 11. So I said “well yeah I brought it in to be looked at”. And then I said “then what was the purpose of me making a 7:00 am appointment? 12. Fourth confusion of the day. She said that appointment was to “see me”. 13. Her attitude and lack of communication effort was quite astonishing to me at this point 14. What I found out is apparently “leaving the car with me” basically means your car is now at the back of the line of any other existing cars that are waiting for investigating/analysis. 15. That in itself is not an issue with me. The issue was the fact that I made an appointment at 7:00 am and if they were NOT going to be able look at it in a relatively short period of time then that piece of information should have been communicated to me. That is how I, as a customer, would expect to be treated. 16. A couple of hours later I did get a call from Tabitha explaining that nothing could be found and also recommending a couple of other servicing all of which were expensive. I declined. We hung up. 17. About an hour after that I got another call from Tabitha indicating car is ready and she is finalizing the paperwork. 18. I left the house to go pick up the car. 19. Arrived, and paid the cashier. The car was out front. Opened the driver door and there we saw a panel laying on the floor along with white powder. My wife had already seen this and went back inside. 20. Next thing I know a Technician comes out and “Apologizes” and told us he had requested the powder to be vacuumed up and panel reinstalled but “they did not do it”. He took it back to fix these two issues. 21. I went back inside to visit Tabitha. 22. I said “you called me and told me the car was ready”. Her response: “Yeah, I know they didn’t put the panel back. They are doing it now”. I said “there is still a bunch of white powder on the floor beneath the Gas Pedal”. Here comes the Fifth confusion of the day. She said: “Well we don’t vacuum inside of cars”. Interesting as the technician had already told us he had requested this. 23. My final thought here: Never during the course of any of these confusions during the whole day did I ever hear Tabitha say: “I’m sorry”. Heard if from the technician, but not from her. 24. Needless to say, we will not be back. More

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