Wayne Mazda - Service Center

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

I am a repeat customer of Wayne Mazda. I came back because I didn't have any problems with them the first time, this time I ran into some problems. Some of these problems were not at the fault of the because I didn't have any problems with them the first time, this time I ran into some problems. Some of these problems were not at the fault of the dealership and can happen anywhere, but it was still a frustrating ordeal. Roy Byers was NOT my salesman BUT HAS BEEN THE MOST HELPFUL SALESMAN I HAVE EVER DEALT WITH IN MY LIFE! I explained everything that had happened and Roy has fixed just about everything so far (the last two things are in the process of being rectified). Roy Byers has gone above and beyond to help me with everything that I needed to have sorted out. He technically did not have to get involved in this situation because this was not his sale. In my book this makes him an asset not only to Wayne Mazda, but to the Mazda corporation as a whole. They should consider themselves lucky to have him at their dealership. Roy is a life saver! Thank you Roy! Angelica in the service department is a genuine asset to Wayne Mazda. She is incredibly friendly, informative, and has a true concern for her customers. I explained my current situation with my recently purchased Mazda 3 and she went above and beyond to make sure that everything on the service end went as smoothly as possible and it did. Angelica took the time to really listen to me about my concerns, this doesn't normally happen at most dealerships. She is the reason why I will bring my Mazda 3 there to be serviced. More

With the check engine light on I came in for service which should have been covered under the warranty however this dealer scammed me! It started with the service adviser and moved to the manager Bob w which should have been covered under the warranty however this dealer scammed me! It started with the service adviser and moved to the manager Bob who did nothing but promises the world, but did nothing and still refused to cover the repair under the warranty on this 2 year old Mazda. Take your car anywhere also. Per Bob as I did not buy the car from this dealer so this is “not his problem” and the warrant will not cover the sensor and gasket repair. AVOID this dealer at all cost!!!! Per Mazda this is a “problem dealership for service” More

Worst Mazda Dealership by far. The have the worst service department that I have ever been to. They have the worst prices and a horrible sales team. Their service advisors are rude and sleezy. Do not buy department that I have ever been to. They have the worst prices and a horrible sales team. Their service advisors are rude and sleezy. Do not buy from here or service your car here. STAY AWAY, YOU HAVE BEEN WARNED. More

the worste people i ever delt with. RUDE LIERS More