**** Buyer Beware ****
I am extremely disappointed - zsant
**** Buyer Beware ****
I am extremely disappointed with how Bob Penkhus Mazda handled what should have been a straightforward vehicle purchase.
After spending several days researching and negotiating, we test-drove both a 2026 and a 2024 Mazda and finally reached an agreement on a vehicle on Tuesday afternoon. Our salesperson, Dartanian, contacted us afterward to ask when we would like to come in to complete the paperwork. He let us know he would be off on Wednesday, so we agreed that Thursday would work best.
On Wednesday, we confirmed that we would be there Thursday evening. Then, on Thursday morning, we reached out again to make sure everything was still on track. Dartanian confirmed that it was, telling us the vehicle would be detailed and all of the paperwork would be ready for us to sign at 5:30 p.m.
We drove approximately 35 minutes to the dealership, arriving at our scheduled appointment, only to be told that the vehicle had already been sold. We were then informed that it had actually been sold Tuesday evening around 8:00 p.m., and that our salesperson supposedly wasn't made aware until approximately 30 minutes before we arrived.
That explanation is extremely difficult to accept. If the vehicle had been sold two days earlier, why did no one notify us? Why did we receive confirmation that same morning that everything was ready? A simple phone call or text message would have saved us the unnecessary drive and shown basic respect for our time.
What made the experience even more frustrating was the dealership's attempt to "replace" the vehicle with significantly less desirable options. The only alternatives presented were vehicles with hail damage or higher mileage, yet they were offered at essentially the same price as the vehicle we had already negotiated. Those are not comparable replacements, nor did they demonstrate any effort to honor the deal we had reached.
To make matters worse, when we declined the hail-damaged vehicle, Sales Manager Cody laughed at our decision. Whether that was his intention or not, it came across as dismissive and unprofessional, especially given the circumstances. After the inconvenience and lack of communication we had already experienced, this interaction only reinforced the feeling that our concerns were not being taken seriously.
Even more disappointing, no one made any meaningful attempt to regain our trust. There was no offer of a discount, dealer credit, complimentary maintenance, accessories, or any other goodwill gesture to acknowledge the inconvenience and poor communication. Instead, we repeatedly heard that Bob Penkhus Mazda "values loyal customers."
Unfortunately, their actions demonstrated the exact opposite.
My family has purchased our last two vehicles from Bob Penkhus Mazda, and we have continued to service those vehicles there on a regular basis. We returned because we believed our loyalty and repeat business meant something. Instead, we were left feeling misled, inconvenienced, and completely unappreciated.
Mistakes happen, and vehicles can certainly sell unexpectedly. However, communication, accountability, and customer service are what separate a great dealership from an average one. Confirming an appointment the morning of the sale, allowing us to drive 35 minutes to the dealership, and then informing us upon arrival that the vehicle had been sold is simply unacceptable.
Based on this experience, Bob Penkhus Mazda has lost the trust of a loyal customer. We walked into the dealership expecting to finalize a purchase and left questioning whether we even wanted to own another Mazda. We are now shopping other brands and dealerships because customer service and integrity matter just as much as the vehicle itself. I sincerely hope management reviews how this situation was handled so future customers—especially those who have supported the dealership for years—are treated with the professionalism, communication, and respect they deserve.
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