Mazda of Vacaville

I am writing this as a proud owner of a 2014 CX 5 Mazda, who comes from a family of Mazda owners, who even purchased their 2018 vehicle from your sales floor. Last Monday (5/19), after experiencing a concer who comes from a family of Mazda owners, who even purchased their 2018 vehicle from your sales floor. Last Monday (5/19), after experiencing a concerning idling issue, I had my vehicle towed to your service center. I did not receive word from your service Department until that Thursday (5/22), when I received a text letting me know what services were needed/required after the diagnostic test. Mind you this was before a three-day holiday weekend, and I was not offered an update nor a Courtesy Vehicle for the weekend. I did not hear from anyone at Mazda that Friday or Saturday, and patiently waited Tuesday (today, 5/27) for a call from the service team, yet did not receive one. I ended up having to call myself at 11:45 after not receiving an update. After being told that the vehicle would be done today, we rushed to Vacaville after work hoping to leave with a well running vehicle. Upon departure from the dealership, my Service Technician, Joseph, rushed after me to let me know that it looked like my car had a flat tire (I did not take my car to have my tires worked on, though they were included in the Mazda Multi-Point inspection and each cleared with a score of 6). Joseph was a great help and offered to fill the tire up and check for any issues. [The repairs to my car were to replace the mass airflow sensor, valve cover gasket, and clean the brake fluid and coolant fluid exchange.] After notifying the Service Manager, Brandon Hocter, who arrived in the service garage to check the flat tire, my service experience quickly went from satisfactory, to inconsiderate and downright demeaning. Brandon inspected the tire and noticed something stuck in the center of it, which he established to be a nail with certainty. I let him know that there were no nails in my tire before I arrived to Vacaville Mazda, so it must have happened during the car's week-long stay there. He abruptly told me that that was impossible, as they don't carry nails in the shop (we later noticed the old wooden pallets in the corner which contain several nails). He told me that it had to have happened before I dropped my car off, and that I should've purchased new tires as well because mine were nearly 10 years old. I let him know that I was planning on doing that in the coming weeks, but couldn't afford it at this time, as my service cost was significant and more necessary. After some back and forth, my boyfriend who drove me there, came back into the shop to ask what was going on, and Brandon became even more argumentative, implying that we were "trying to pull one over on him" for asking for a replacement tire. The immediate assumption that we were trying to trick him or his team was abhorrent, and left us both feeling appalled and embarrassed on his behalf. Brandon stormed out of the garage and did not return for the 20 minutes we were there. Joseph politely apologized for any issues and quickly installed our spare tire. I thanked him for his services and let him know that he was extremely thoughtful for stopping me from driving away on a flat tire. I let him know that if he ever became the Service Manager, I would gladly return for more work on my vehicles, but that I would not be coming back any time soon. When we returned home, we inspected the flat tire and pulled a hollow, 1.5 inch tube shaped metal object out of it - not a nail, as Brandon so vehemently claimed. After a quick reverse image search, the item came up as an 'automatic transmission oil cooler hose', a part which may be commonly found on a service room floor... After this experience, I highly recommend reviewing your service procedures, training, and management staff. After my car experienced the idling issue last week, I had begun looking for a newer Mazda, and knew that I more than likely would have purchased this new vehicle at Mazda of Vacaville. Now, I am not so sure, and may consider going with a different vehicle brand entirely. More

Had oil change done. Rep Greg Simon was very professional and courteous. He explained the service conducted in detail. I am very satisfied and is inclined to have the nex Rep Greg Simon was very professional and courteous. He explained the service conducted in detail. I am very satisfied and is inclined to have the next service done at the same place. More