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Suburban Mazda of Troy - Service Center

Troy, MI

3.7
24 Lifetime Reviews Review Dealership

24 Reviews of Suburban Mazda of Troy - Service Center

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February 24, 2021

"Every time I go to Suburban Mazda of Troy for service, I..."

- Yiqun

Every time I go to Suburban Mazda of Troy for service, I feel like going home. Everyone at the dealership are so friendly and say hi to me. Today I had a service on the rear suspension and replaced the rear shocks, rear lateral arms, and rear sway bar end links. Technician Edwin performed the work very well. He is super professional and knows everything on the vehicle. The service advisor Steven Lesh also helped me a lot and gave me a lot of advice on the service work. If you need to service your Mazda, go to Suburban Mazda of Troy and ask Steven Lesh!

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Recommend Dealer
Yes
Employees Worked With
Steven Lesh; Edwin Lazdinsh
February 17, 2021

"I just had a front suspension service and replaced all..."

- Liu

I just had a front suspension service and replaced all the old worn parts (strut, mount, sway bar with end links, lower control arm). The service was done very well! My 2012 Mazda3 with 150,000 miles drives like a BRAND NEW car after the service. When the vehicle brought in, I did not mention that the check engine warning light was on, but everything was fixed when I pick up my car. The service advisor Steven Lesh is so friendly, helpful, and professional! He also provided me a free rental vehicle to drive when my car was in for service. I highly recommend the service department and advisor Steven Lesh!

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Recommend Dealer
Yes
Employees Worked With
Steven Lesh
December 28, 2020

"So please save yourself and never go to this place with..."

- Jovan

So please save yourself and never go to this place with terrible services! I originally had a speaker/radio problem with my car, so their service valet took my Mazda 3 to fix the radio/speaker issue. They also suggested to fix the two other issues while my car was there and I agreed. They kept my car for 2 days instead of one, and returned it with radio/speakers not working at all. So the main issue why i took my car there was not fixed at all! They apologized with some ridiculous explanation and asked to bring in the car for a second time, saying they would fix it now for no charge since I’ve already paid $950. They took the car back, but because of Holiday ,kept it 4 days and on the 5th day manager Amir called saying that I needed to pay additional 950 for the amplifier part (charge for labor not included) which was the original issue with my car. I declined and finally got car back without resolved issue . Unfortunately I forgot that there was another time when I bought my Mazda and got complimentary oil change, i was treated very badly and with disrespect at the same place.Also adviser Bobbie never answered my calls , and Amir responded after so many voice messages. Once again save, you’re time, and never go to this place again.

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Recommend Dealer
No
Employees Worked With
Amir and Bobbie from service department
September 18, 2020

"I went to Suburban Mazda of Troy and got my engine..."

- Liu

I went to Suburban Mazda of Troy and got my engine coolant replaced today. The whole service experience was excellent! It's my third time to work with the service advisor Steven Lesh and he is always so friendly, helpful, and professional. I passed by the dealership and asked Steven how soon I can do the coolant replacement and he arranged the service immediately for me so I don't need to go home and come back on another day. Steven also found a discount coupon for me to save me some money. Steven is also a car guy and we had nice chat on cars. I highly recommend Suburban Mazda of Troy and advisor Steven Lesh for servicing your Mazda!

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Recommend Dealer
Yes
Employees Worked With
Steven Lesh
Oct 06, 2020 -

Suburban Mazda of Troy responded

We appreciate your positive review about your recent experience with us!

July 09, 2020

"1-10-20Ramir was very helpful, professional, and..."

- JoEl

1-10-20 Ramir was very helpful, professional, and offered great service before & after my vehicle was worked on: Replaced cabin filter, front: seats lifter link/bracket installation, R & L both liftgate/stay dampers replaced; engine light codes cleared, cleaned throttle body assembly of carbon buildup; & coolant flush.

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Recommend Dealer
Yes
Employees Worked With
Ramir in Service Department
Oct 07, 2020 -

Suburban Mazda of Troy responded

We appreciate your positive review about your recent experience with us!

February 27, 2019

"Service Dept. manager terrible"

- mcb1118

I leased a Mazda 6 in March, 2018. My experience with the Sales Manager Kevin was very positive. He was responsive, courteous and worked with me to arrive at a mutually agreeable contract. Three complimentary oil changes/tire rotations were included in my contract. Unfortunately, my experience with Amir Chaaban, manager of the service department., was appalling. When I brought the car in for my first complimentary oil change, I was treated with such disrespect, that I almost decided to leave. He couldn't seem to find the contents of my contract showing the 3 oil changes. Instead of asking the sales department to check their records, he became argumentative, arrogant, accusatory (accusations that were not based on fact), and showed an appalling lack of respect for me as a customer, not to mention as a person. He repeatedly said it's a "he said, she said" situation and that I should understand that he can't just randomly give away free oil changes. Again, why not confirm with the sales department instead of automatically assuming the customer is trying to cheat? Using a condescending tone, he ended up telling me he would do me a "favor" just this one time and do the work without charge. While my car was being serviced, I ended up checking with the Sales Manager myself, who confirmed that yes, oil changes were included. He wondered why the service manager didn't just come to the sales dept. and ask. I had been wondering the same thing. It's difficult to decide whether or not I would recommend this dealership. BOTH departments need to be good at what they do.....when one department's treatment of the customer is so rude, it leaves the customer with a negative view of the entire dealership. I definitely would not recommend this service center as long Mr. Chaaban is manager.

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Recommend Dealer
No
Employees Worked With
Amir Chaaban, service manager
November 20, 2018

"Good sales experience, utterly lousy follow-through"

- Larry2019

Looking for a Certified Pre-Owned Vehicle, found candidates at various dealerships, including Suburban. Made an appointment to see James, who was diligent in prepping the vehicle for me to see and pleasant in the sales process, although I did get a whole lot of waiting for the "let me check with my manager" routine. So much for the good news. The bad: James promised to send me a touch-up pen to fix some minor paint defects. Never arrived. James promised to return the license plate frame (we swapped plates; the dealership removed the plate and the frame, then replaced the frame with a frame advertising the dealership) which the dealership had removed. Never arrived. And the kicker: Three weeks after purchase, I needed tire service. Turns out that the key for the wheel lock wasn't in the car (meaning it would be impossible to, say, change a flat). Three messages left for James went (and remain) unanswered. An online "chat" with their customer service rep promised that she would forward my issue to the appropriate department, which would get back to me. Never heard from anyone. And, when I finally just drove to the dealership service department and explained to the service rep that the wheel lock was missing, his first words to me (literally) were, "Well, I'm not going to pay for that." Finally got a replacement lock from a cooperative, pleasant parts department guy. Bad experience with one person could just be a blip. With two people, maybe more than a blip. With three people -- INCLUDING THE CUSTOMER SERVICE REP -- these guys obviously have a problem. Skip Suburban... there are lots of places to buy and service a vehicle.

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Recommend Dealer
No
Employees Worked With
James Sirr, One service rep, one online customer service representative, and one parts department guy, all names unknown.
October 31, 2018

"Don’t go here "

- joshua

I have a 2018 Cx-9. I have consistent electrical issues in regards to the key fob. The car continually leaves me stranded for different amounts of time. When brought into service the first time suburban replaced the key fobs battery. LITERALLY THE SAME DAY it continued. The car would not start telling me either “key fob battery low” or “key fob not detected”. I returned to the dealership for a second time and they replaced the battery again and reprogrammed the key fobs. I had to call Mazda corporate for them to do this. Now here I am 3 weeks later the car left me stranded in Detroit at 11 o’clock at night and again when I went to leave work today. I called this morning stating my issue and also informed the women answering the phone I would need a loaner as I have to drive for work sometimes. She stated she would give me a call back. At 3:30 pm she called back stating they don’t have any available loaners and don’t even have an idea of when she would have any. She couldn’t even give me an available date as to when I could have a loaner and continued insisting that I could drop the car off and wait. I HAVE A JOB I CAN NOT WAIT AROUND AT MAZDA ALL DAY FOR THEM TO TELL ME AGAIN THAT IT IS “FIXED”. I asked for a call back from a supervisor and she said a service person would call me back, with a very rude tone. I called the service department and got ahold of Steven who has been with me since the beginning of this issue. He informed me that “ we only have 5 loaners in my fleet so I’m not sure what I can do.” And told me that I can come in and sit at the dealership for an hour or two while it is being repaired. I informed him that I work and that is not an option. He told me he is going to email his boss and would get back to me shortly. I look forward to some sort of resolution. My frustration is growing as this 4 month old car has left me stranded on multiple occasions and the service department has delivered lack luster customer service and hasn’t fixed the issue. Steven is nice and seems to want to be helpful in fixing my issue, but the women that answers the phone for service should find a new job. Horrible customer service. I payed $40,000.00 for a car that is supposed to work and an accompanying warranty that is supposed to fix these issues. Get more service loaners. I will update review as this proceeds.

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Recommend Dealer
No
Employees Worked With
Steven
October 13, 2018

"Suburban. Mazda of Troy"

- Nayeem

Amir the supervisor took over my case and was very helpful. He explained what had happened and assured me that this will not happen again. I Will continue to monitor but because of him I changed my 1 Star to a 5 star.

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Recommend Dealer
Yes
Employees Worked With
Steven
Nov 08, 2018 -

Nayeem responded

This is an amendment to My previous review I had posted on 10/13/2018. One of the signs of the growing business is to address the issues/complaints of the customers and resolve them in a timely fashion. Amir from Customer Relation department reached out to Me a few weeks ago and heard what i had to say. He convinced Me that it was a one off deal and it will not happen again. I am definitely going to try them next time and will update this review.

July 03, 2018

"Alarm issues."

- Happy Customer

Hopeful for an answer/fix, I made an appointment with Steven Lesh at Suburban Mazda of Troy. I appreciated that he had researched the problem and talked with one of their technicians. I was treated very cordially and was delighted to leave with my alarm issues being fixed! I would certainly recommend this dealership to all Mazda owners!!

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Recommend Dealer
Yes
Employees Worked With
Steven Lesh - Service Consultant
Jul 13, 2018 -

Suburban Mazda of Troy responded

Hi there, thank you for the review! We are so happy you had such a great experience with us and thank you for the kind words.

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