December 16, 2013
To Whom It May Concern,
I have been a Mazda car owner since high school; I’ve had a mazda mx-6 and a rx-8. I just wanted to let Mazda know that I have ceased from being a Mazda customer to become a Honda customer based on my terrible customer service experience at Lannan Mazda dealership, located on 720 Rogers st., Lowell, MA. I was disrespected at this Mazda dealership, mistreated by the service managers, Alex and Tiffany, as well as the secretary. This dealership refused to provide copies of tests performed on my car and charged me outrageous amounts for work that I am not sure it was completed. Additionally, they treated me badly whenever I called to check in on my car and gave me attitude when I looked over the documentation. When I went to pick up my car, they made me copy test results by hand, refused to provide regular printer paper (provided sticky notes) and pressured me to pay immediately so that I could leave. On 12/12/13, I left the Mazda dealership and headed directly to a Honda dealership. I traded in my 2004 Mazda Rx-8 and leased a brand new 2013 Honda Civic si.
Below are the details of my latest experience at this dealership.
Sunday, 12-08-13: I had my car towed from Boston to Lannan Mazda dealership in Lowell. Engine was weak and car would not drive. I filled out all of the paper work and left car there.
Monday, 12-09-13: I call to check in around 9am and Tiffany picks up the phone. She emphasizes that she is very busy with other customers and I was not on the agenda. However, the technician will look at my car in the afternoon. I call to check in around 2pm to make sure that a technician got to see my car. Tiffany picks up and yells “Was I not clear this morning? I told you that we are busy and we will get to your car.” I explained to her that I was just checking in and nervous to find out what the issue was. I never got a call back. I called again to check in around 5:30pm and tiffany was gone. Everybody had left and nobody provided me with an update on my car.
Tuesday, 12-10-13: I call to check in on my car. Alex picks up. He tells me that no one looked at my car and that they didn’t have time. He said that they would get to it in the afternoon. I call to check in the afternoon and he says that there is definitely something wrong with the engine and that they will need to run more tests. He told me that he spoke to my insurance and that they told him to perform compression test on the engine. He told me not to worry about charges because my Extended Warranty company was the one that asked for it. He told me that technician would be done by that night, he would stay for over time.
Wednesday, 12-11-13: I call in the morning to check in with Alex and he said that technician is still looking at my car. In the afternoon, he calls me and says that my car needed 2 ignition coils, a new set of spark plugs and ignition wiring. He simply tells me that it will cost $760.65 and that $558.63 was my responsibility. He didn’t really explain the charges in detail and just asked me yes or no and that he would have the parts the next day. I said yes because I needed my car to drive to work.
Thursday, 12-12-13: I call to see if my car is ready. Then, they return my call to say my car is ready for pick up. I also asked for Alex to read to me over the phone the tests results. The compression numbers were really low, part of it failed. I asked if that meant that my car could fail any second and he said yes and no. I leave work and go there to pick up my car. When I arrive around 4pm, the secretary asks me to sign right away and asks for my card. I take my time to read through all of the charges before I sign anything. She seemed very annoyed by the fact that I was reading everything. She just wanted me to sign and charge my car. I noticed that my set of paperwork did not include the “Warranty Vehicle Injury Report” and the “Engine Compression Test – details.” I kindly asked for a copy. The secretary told me “no.” I insisted and she called Alex over. I told Alex that I wanted the paperwork because I keep all documentation. He told me that he wouldn’t give it to me. I insisted. Alex went inside and came back with the Mazda Warranty report when he initially told me that I was not allowed to have it. Then, I asked for the details of the compression results. Alex refused to give it to me. He told me that he could type it but it would take about 20 minutes. I was outraged, but I told Alex that I could wait. Alex said “I am very busy and I have other customers, you can copy it on a piece of paper if you want.” I was even more furious but I kept my composure and asked for a piece of paper to copy the numbers. Meanwhile, the secretary is making faces to Alex and also to me. She then sticks a small piece of stick note in front of me. I said, “I have to copy this entire page. I won’t have enough space with this sticky note.” The secretary then sticks another piece in front of me. Then I said, “Ms. Can you please turn around? You will see a printer behind you. Could you please open the drawer and take out a nice piece of printer paper for me?” She makes another face but gives me the paper. I say “I am paying a lot of money here and I am not even sure for what. I think the least you can do is make a copy of this for me.” Alex leaves and I start copying everything. I paid and signed the paper. As soon as I left the dealership, I headed over to Atamian Honda. They were very courteous, made me a great trade-in offer, and offered me a brand new car at a good price. I accepted the offer the same day and bought my car right there.
I will never buy a Mazda again because of this Lannan Mazda dealership in Lowell. I would always bring my car here because it was the closest dealer to my house. I needed to bring my car to a dealer because that was the only option that my extended warranty gave me. I was never treated with courtesy by Alex or Tiffany. One time, I was late to an oil change appointment, about 5 minutes, and they wouldn’t take my car because they were so busy.
Again, I will never buy a Mazda again and I highly recommend staying away from the Lannan Mazda dealership in Lowell, Ma. They are not trustworthy and they will mistreat you. I am also reporting Lannan Mazda of Lowell to the Better Business Bureau.