Bought my new CX5 in January 2017, Sales Dept. did fine; Finance Dept. did too. Everything seemed OK until I had to bring in to Service Dept. for a fractured wheel rim.
Only had car for 5 weeks; hit nothing, avoided every pothole and road object, yet they said “I had to have hit something because a wheel won’t just break like that.” Dealership had car for almost 2 weeks. Never once did they contact me to let me know what was going on — I called 5 times to determine the status. First they told that one warehouse did not have the part; then told part had not come in yet; then told not sure when part was coming. Was even told to expect a call from Adrian Sanders (the service advisor who “handled” this) when he arrived at 9am, 3/22, but never got that call.
When I was finally able to get my car back, they handed me an invoice for over $500 and told me that they would not put it through warranty because they didn’t think it would be accepted. Despite all of the calls I made to them, they never informed me of this charge, nor did they get authorization to proceed, which I thought was standard operating procedure. I would not have rejected the work, but it would have been nice to know about it beforehand.
The answer from both the Kyle Cook, the service manager and Jeff Johnson, the general sales manager was they could put the old, broken wheel back on and not charge me anything — Seriously, Is That Your Solution?!
The best they would do is give me $150 off, which they said was “giving me the wheel at way below cost.” It would have been nice to not come in blindly to an unexpected charge; a lot more communication is so very necessary on this dealership’s part. I’ll be looking for someplace else for my service if this does not improve.
Shannon Rodas, Customer Relations Manager at Jenkins Mazda, contacted me and we are in the process of resolution. I will update this review accordingly.
UPDATE ON 4/3:
Shannon Rodas, Customer Relations Manager at Jenkins Mazda, is 5-star worthy!
Given my situation with this dealership, she stepped in and stepped up, and we have resolved this issue. Their processes are being addressed and hope is that this will benefit all who go there for service.
I'm going to give the service dept the benefit of the doubt and will go there for my vehicle's service and as they improve, I'll increase my rating here.