I had an extremely awful experience at Mazda of Roseville and will never buy a vehicle from this location, nor recommend anyone either. I went in on Saturday to buy a new vehicle (2021 CX30) and was extremely disappointed with the quality of services, professionalism, and runaround I experienced in the four days of attempting to buy a vehicle from that location.
I walked in with a 721 credit score, great income, proof of residency, and I was trading in a 2019 Ford Fusion. I did not expect to encounter four long days of lack of transparency and waiting to purchase a vehicle, given that I met all of the requirement (as always) to leave with a new vehicle.
I recently changed my name (for good cause) and according to management, that was the “hold-up” to getting approved with Mazda Financial Saturday-Monday. I was told on Monday after work to come back as there should be no problem to finally get approved. I went in after work, waited three hours in hopes to get approved, and at 7:30 at night, Marco sat down and told me Mazda made an error in the last three days and no later than 12PM on Tuesday I should receive and answer—it felt promising.
There were a few “hold-ups” throughout which intuitively seemed appropriate, but the waiting period seemed like something I’ve never experienced before buying a car. First they couldn’t verify my identity with my name change. I have them my updated social security card, updated drivers license, proof of residency, and pay stub with my name change. Then the negative balance from how much they were willing to buy my 2019 Ford Fusion and payoff amount was another issue. They kept requesting the I increase my down payment from 1,000 to 3,000, to 4,000 dollars.
On Tuesday (yesterday) I never received a call: I went ahead and called Mazda myself and Max seemed confused and had no answers for me.
He then called me back and said I need to pay $4,000 up front. I was saddened by this—more so because I felt taken advantage of (29-year-old female) does not know much about trading in cars, was given then runaround for four days, lack of transparency, and lack of flexibility, especially given my strong credit score, income, 2019 Ford Fusion, not high mileage either.
I called Mazda of Elk Grove yesterday after work and explained my story to them and Khahn told me to come to the store right away and they will take care of me. I went in and immediately felt a sense of comfort, as him and Grant showed empathy toward my situation. I was in and out within an hour and a half and they held the standard of quality of service. Grant told me he would buy my car for a little more and would “massage” the number to ensure I left with the car I wanted on Saturday. I was approved with the same credit score of a 721. I did not need to show my social security card, proof of residency, or anything that verifies my new name change.
The finance department was friendly and he explained my monthly payment very well. He was professional and also empathetic toward my experience at Mazda of Roseville.
Additionally, my Mazda was detailed, gas was filled, and delivered promptly. I hold so much gratitude for the gentlemen who served me last night. Thank you for your quality of service. For your empathy, compassion, and unwavering kindness.