Wayne Mazda - Service Center

They need to hire knowledgeable and capable service advisors I had been servicing my mazda at this dealer for past few years; mainly being near my home. There have been quite a few occasions where I had been thi I had been servicing my mazda at this dealer for past few years; mainly being near my home. There have been quite a few occasions where I had been thinking as to why I keep continue coming back. Maybe because I was lazy driving bit farther to a better service place. Following are few of highlights of incidents which stand out 1) I had power steering fluid flushed around 45K miles since it was quite dirty. After getting the service done, I went to Ramsey service to get one of my fog lamps installed since they were cheaper by $200 than Wayne Mazda. The Ramsey service advisor told me that my power steering fluid was very dirty. I went back to Wayne Mazda and they realized that it was still dirty and would not answer my question if it was changed correctly or even done at all. They did the service again after realizing that this could be quite bad if I raised my concern in front of other customers there. 2) I wanted to put 18" custom rims on the vehicle and asked the service advisor how hard it would be to program/connect the TPMS. He had no clue but insisted that this was not possible at all. I went to Firestone and the mechanics laughed and installed tires/rims in half an hour. They said Mazda vehicles are easiest to connect with TPMS 3) I went for an oil change recently and asked the service advisor to check the engine air filter that I would like to replace if it was dirty. He said they would not check it but can only replace it! He did not want to help or earn any business. Quite stupid. I decided not to go to this service place again. Their wait is horrible at times (even with an appointment). Last oil change/tire rotation took about an hour and half. More

Worst service department I have ever experienced! My car was overheating and I had it towed to Wayne Mazda, while it was there I specifically asked them to check if the problem was due to a bad head My car was overheating and I had it towed to Wayne Mazda, while it was there I specifically asked them to check if the problem was due to a bad head gasket. Rob the representative told me after diagnosing the car that the head gasket does not need to be checked and that they will start with replacing the thermostat and the coolant temperature sensor. Picked up the car after paying a hefty charge and it is still overheating. Brought the car back and I am now being told that the actual problem is indeed the head gasket. Misdiagnosing the problem after specifically asking to check for it is unacceptable. No refund of any type has been given. Do not go to Wayne Mazda for service! More

Great Salesman, Great Service Purchased a pre-owned car from Wayne Mazda in March. Our salesman, TJ, was great. Everybody we dealt with was helpful and friendly. When we're read Purchased a pre-owned car from Wayne Mazda in March. Our salesman, TJ, was great. Everybody we dealt with was helpful and friendly. When we're ready to purchase our next car, will definltely go see TJ again. More

-ZERO STARS WORST CUSTOMER SERVICE EVER!!!! I came here to get my remote key programmed. After 2 hours of patiently waiting and $107, I get in the car and the remote key doesn't work. Alex my customer serv to get my remote key programmed. After 2 hours of patiently waiting and $107, I get in the car and the remote key doesn't work. Alex my customer service representative explained to me that only the key was programmed and cut. The remote wasn't because that's two separate procedures and I didn't specify that I wanted both things programmed... REALLY, HOW WAS I SUPPOSED TO KNOW THAT? I handed Alex one item the remote with the key in it. He never informed me THAT IT WOULD BE 2 SEPERATE PROGRAMS. So i asked to speak with a manager TWICE (John Wilkes) finally after 20 minutes he called me into the car lot to speak with him and Alex (he was smart to call me into the lot and not meet me in the waiting room, because everyone would've heard my concerns). I was so confused on why would they have me wait 2 hours to get a key cut. When I had a key already and what was important was to get the remote programmed... Where's the common sense? Where's the communication and the customer service value??? I brought the car in for a "basic procedure" WHY THE DIFFICULTY IN DELIVERING PROPER SERVICE? I got a lame apology from Alex, but from the "Customer service manager" JOHN WILKES nothing HE JUST STOOD THERE AND WATCHED ME... no solution, no explanation NOT A WORD. JOHN WILKES YOU ACTED IN A COWARDLY WAY !!! SHAME ON YOU AND ON MAZDA FOR GIVING YOU THIS POSITION! WHEN YOU CLEARLY DON'T CARE!!! P.S. NOT TO MENTION 3 WEEKS AGO i had my transmission changed mazda had my car for two weeks and ROB NEVER BOTHERED to call me I HAD to be the one calling him. I SHOULD'VE KNOWN BETTER THAN TO GIVE THIS PLACE 2 SHOTS. NEVER AGAIN WILL I INVEST IN MAZDA!!! More

my boyfriend & i brought my car to have it service at wayne mazda. someone in the service dept stole our camera inside our car. we know exactly who this person who took our camera. when he parked our car wayne mazda. someone in the service dept stole our camera inside our car. we know exactly who this person who took our camera. when he parked our car when he finished with the service, my boyfriend seen him from inside the waiting area opening the middle compartment inside the car. we called the manager steve roman on the phone and through email about the incident. He sent some pictures of the employees that work that day but can't really tell because the pictures were not close enought to see their face. After that email conversation he never got back to us again about the incident. until now we still bring our car to get service there because this is the only service place around our area for hyundai. we don't leave anymore valuable in the car after that incident. we know for a fact they still going through personal stuff because i took a picture of the inside of the middle compartment before we park our car in the service area. after the service l checked it & i was right all the stuff inside the middle compartment inside the car were moved around. if someone steal a camera, this person can steal anything in this company. i just can't believe that no one did anything about it. More

I brought my 2006 Mazda3 in to be serviced on Friday 12/20/13. I brought my car in because it wasn't starting- luckily Triple A was able to jump start it and I drove it myself to Wayne Mazda around 10AM 12/20/13. I brought my car in because it wasn't starting- luckily Triple A was able to jump start it and I drove it myself to Wayne Mazda around 10AM. When I arrived I was checked in and the person checking me in indicated areas on my car that had any dents or scratches by circling those areas on a picture of a car. I then looked over the paperwork and signed the paper. I went inside and was introduced to Alex who would be working with me that day. I explained the issue of my car not starting and that I was dropping it off and would be back when it was done later that day. Around 1PM I received a phone call from Alex regarding my vehicle. They were able to locate the problem and had the materials to fix it. He gave me the quote and also told me they also recommend I replace my rear lateral links and have a wheel alignment based on the "full circle inspection" they performed. At about 4:15 I called to see when my car would be ready and they said 10 mins. I arrived back at Wayne Mazda at about 4:45pm. My car was waiting in a spot outside the service center. I went in, paid my bill and got in my car. Immediately, without even starting my car, I noticed a 12-14 inch crack in the bottom left corner of the windshield. I went back inside and informed Alex about the crack in my windshield. He came out to look at it. He went back in to find the service manager Steve. Alex told me Steve was no longer there for the day and that no crack was indicated on my check in sheet so he would have Steve call me first thing in the morning. Around 9:35AM on Saturday 12/21/13 I called Wayne Mazda. I spoke with Alex who said he informed Steve of the situation and also that he spoke with the mechanic who worked on my car. Alex said the mechanic stated he saw the crack as soon as he began working on my car. Alex then said they were not responsible for the crack because there was a previous "rock chip" in my windshield that must have expanded to a 12-14 inch crack because of the "hot and cold throughout the day". I wanted to speak with Steve the manager regarding the matter so I was transferred to his answering machine where I left a message. At 3:20PM I received a phone call from Steve. I explained to him that I did not arrive at Wayne Mazda with a crack in my windshield and it was not indicated on my check-in paper. However, when I picked my car up there was a large crack in my windshield. In fact, on my Full Circle Inspection Report Card the line stating "Windshield for cracks, chips and pitting" was checked Green for OK. Steve was immediately rude and defensive. He again stated his mechanic saw the crack as soon as he started working on the car. He said there was a rock chip in the windshield that must have expanded in the time the car was being serviced. I asked if it was possible something from the garage chipped my windshield or cracked my windshield and he said "No". I said perhaps when it was driven around the lot and he said "Your car wasn't driven". He wouldn't even consider the possibility that the crack was not there when I brought my car in to be serviced and was there when I picked it up was their responsibility. He took no accountability for the cracked windshield. At this point my husband looked at the crack for the first time and was shocked at how large and noticeable it was. He got on the phone with Steve and asked him at the very least, why did no one call me to say to me "You have a large crack in your windshield - would you like us to fix it since you're car is being serviced". Especially since the mechanic allegedly saw this crack as soon as he began work on my car. Especially since they were very willing to tell me about $400+ worth of other issues like rear lateral links. His response was "I don't know". My husband continued with Steve saying "Just to clarify, the check-in documentation states there was no chip or crack in the windshield, the inspection report card states there was no crack or chip in the windshield however you're unwilling to take any accountability for the 12-14 inch crack that now exists in the windshield that mysteriously appeared in the 7 hours the car was in your shop?" Steve stated "we did not crack the windshield". My husband asked if he had proof they did not crack the windshield, did he have proof this alleged rock chip was there prior to my car arriving to be serviced. Was it indicated anywhere that there was a chip in the windshield when the car arrived? To which Steve replied "No". The conversation grew more frustrating as Steve continued to be unwilling to take any accountability for the windshield crack. The only solution he offered was to bring the car back in to be looked at so they would determine if the cause of the crack was a rock chip. It was obvious to me they would not take responsibility for the crack and I was reluctant to take the 20-30 min drive only to be told it would be $350 to repair my windshield (I had asked Steve the cost of repairing the windshield earlier in the conversation and this is what he quoted me). My husband was appalled at how Steve handled the situation. He was incredibly bad-mannered, brusque and defensive. He offered no sort of apology or amicable solution. My husband asked to speak to his superior and apparently there is no one superior. My husband called the showroom to see if he could speak to an owner of the dealership to file a complaint against the service department and he was twice redirected to the service department. Finally he asked the woman who answered "Who can I speak to that is not in the service department to file a complaint against the service department" and she said "Our service manager, Steve". I am incredibly disappointed in Wayne Mazda's service department. I have spent well over $1000 in their service department in the past 6 months alone. My car is a bit older, but it has relatively low mileage and I love it so I plan on keeping it for as long as possible. As such, I recognize that repairs will be necessary over the next few years and I will certainly NOT be bringing my car to Wayne Mazda any longer. Similarly, when the time comes for me or my husband to purchase our next vehicles - we will definitely NOT be looking at Wayne Mazda. I am willing to accept the fact that a chip may have been present prior to my taking the car in to be serviced. However, ALL the paperwork I have supports the fact that there was no chip or crack at ALL. Yet somehow the mechanic was very aware of this crack and I was never even told about it. Given this, I expected much better customer service from Wayne Mazda. Instead, I was made to feel foolish and insignificant. I do NOT recommend this service department for even the smallest of issues including an oil change. More

I will never use this dealership again. I will also beg my friend that revered me to discontinue using this dealer. It is unacceptable to be treated the way I was treated. my friend that revered me to discontinue using this dealer. It is unacceptable to be treated the way I was treated. More

I leased a car for 3 years and it has been to service multiple time. First I brought it in for a recall. They had me sit in the waiting area for 2 hours with two little kids. I asked them when my car was multiple time. First I brought it in for a recall. They had me sit in the waiting area for 2 hours with two little kids. I asked them when my car was gonna be ready. They said the part has not been delivered yet. So in the end i ended up leaving because i couldnt wait there for several more hours with two little kids. They shouldve told me right away that my part wasnt there. Then I came back the next day. Mind you its 45min from my house and gas is not cheap. And miles....I have a lease. Helllloooooo. So i came back the next day and they gave me a loner car for the trouble. After my car was fixed i left. Several days later i realized that my passenger window was not working. Well, the recall was on my passenger door so they disconnected something to work my window in the process of doing the recall work. So once gain gotta go back because of their error. So more miles and more gas. So next i drop my car off to fix the window. They gave me a free detail because of the initial trouble i had with the delearship. so i came back the next day to pick it up. My mother in law came with me because we obviously had 2 cars. She was driving this car. When we go to leave, all of the dash board warning lights came on. So once again we bring it into service. The manager said "this is why i dont like when they wash the engine because the computer can get wet". "all we have to do is reset the computer and then it just has to dry out". So they reset the computer and we leave. Half way home all of the warning lights came back on. Then sitting in traffic the breaks stop working and my mother in law rolls into the car in front of her. In the end the other car had 275 dollars worth of damage. I then called them and they had the car towed back to the shop. Of course they cant find a reason why this couldve happened. We are now trying to get then to pay for the damage for the other car. My car had no damage. Every time i go there something is a problem. The car was fine before they detailed it. So what did they do to it???? This place sucks. If you read this pleaseeeeeee doooo NOT buy a car from them. I promise you it will be nothing but problems. More

Service dept acts like you are trying to scam them. Does not meet the expectations of a dealership standing behind their product. Very dissapointed in the attitude. not meet the expectations of a dealership standing behind their product. Very dissapointed in the attitude. More

On 7/13/11, I had scheduled an appointment for service at 9:20am for 7/14/11 for a check engine, coolant and TPMS lights. On the phone, I was told that it would take 10 minutes or so to hook the car to the 9:20am for 7/14/11 for a check engine, coolant and TPMS lights. On the phone, I was told that it would take 10 minutes or so to hook the car to the computer and get a quick rundown of codes, but that the total service time would depend on what was wrong. When I brought my car in the next day (which had been purchased from Wayne Mazda), I was told it would take up to 3 hours to even hook it to the computer. I expressed my dissatisfaction and spoke to the service director, who told me that they had 50 cars in front of mine and they would get me in when they could. I explained that with an appointment, I should not have to wait, but he then proceeded to tell me the person who took my appointment the day prior had been fired as she was booking too many appointments. He asked if I wanted to bring the car to another dealership, but I told him that I was concerned of driving the car without knowing what was wrong. He stated he could try to fit me in on a later date, but I informed him that this was the only day I had available for 2 weeks, to which he replied "I wouldn't recommend driving it for that long". I was resolved to have to wait, but chose to express my issues with the general manager. When I tried to get the GM, I was told he wasn't in the building and was unreachable, but that a sales manager, who had no authority over service would try to help. The sales manager went to speak to service, and instead of coming back to me, walked away to sit in his office. At this point, the service director came into the showroom, and from 30 feet away started saying how he had already told me there was nothing he could do. I again stated, very politely, that I didn't have an issue with him, or anyone else I dealt with that day, but wanted to speak to the GM to let him know of the issues. The service director began to raise his voice to me, unprovoked, now yelling that there was nothing he could do. When I suggested a loaner or rental, he said it isn't an option and continued to yell at me. I then raised my voice stating that I had every right to speak to the GM and would do so. At that moment, the service director stated he would not service my vehicle and that he was pulling it out of the shop. I went on to say how I drive my 21 month old daughter in the car at times, and how could he not service my car and risk mine or my daughter's safety. He replied "I don't care, I'm not servicing your vehicle." At this point the sales manager came back over and told me to lower my voice. When I said that the service director began the yelling and I wouldn't be treated that way, the sales manager threatened to call the police. In the end, I left and went to Open Road Mazda in Morristown NJ. They quickly brought my car in, and within an hour (without an appointment) had my car diagnosed and repaired it that day. I would strongly recommend that anyone considering buying a Mazda chose any other dealer then Wayne Mazda, as they do not care about their customers and would rather risk putting someone in potential harm's way rather then allow them to speak to a superior. More