Step up and hold people accountable!! - bridgette.ostler
Oh boy, i'm honestly unsure where to start. I want to rant and rave 'in a good way' about Bountiful Mazda. These guys have taken AMAZING care of me since 2012, and even though that other dude has that slogan "We won't jerk you around", Mazda in Bountiful & their service team should have taken it first!! I believe customer service is key in everything.
How many times have you had awful service; bad food, overpaid for something, what you purchased wasn't as advertised? And how many times do those same people who caused that awful service simply 'give you your money back'? Ummm, 98%, IMO. And it's sad because we all seem to be happy with that result. NOT ME!! I hold people accountable, and I dont want my money, I want what I paid for, and I want the reality of why it happened, why it is the way that it is, AND.... most importantly, what they are going to do to not only rectify the situation, but ensure it doesn't happen again.
You should see the look on some people's faces when I decline my money and I just want to talk. One time I had someone who just told me that their 'to go' food doesn't stay in a warmer and they couldn't change that, it was :corporate thing". I at least appreciated the honesty and I still didn't want my money back. He didn't get it. That wasn't my point dude.
In this instance, I came in for a full detail and oil change. I generally deal with Scott, but Hunter was working this day. Don't get me wrong, Hunter is great to work with but there is a difference in the people that care to make their customers happy and the ones that don't. I feel that's enough said.
I was given a loaner. I kept it overnight. I returned the following day, LUCKILY I had another vehicle that needed an emissions test, so I was gonna stop by later to return my loaner. So I thought I'd check in on my car since I was there anyway. I was told it was 1/2 done AND..... they didn't even have me down for an oil change. Oh GREAT!!! So naturally, I told them that i'm keeping the loaner longer, i'm not waiting on them.
The following day I received a call to let me know it was done. I came in and I didn't complete my sale with Hunter due to his own personal matters. Scott ended up checking me out. I paid, I looked over my car, it looked great on the outside, really shiny. I open the door.... well, my boyfriend is a slob and I was impressed with how much they were able to get out of the seats. I started the car, waited for the A/C to cool the car before leaving. I started to notice the dash hadn't been wiped. I noticed the windows in the back were half a*$ done. And then.... I noticed the tire pressure light didn't go off. I went in there with it on, so.... shouldn't it be off?? I went back in and was told it was checked.
UMMMMM clearly it wasn't or it magically got a flat right after. Scott pulled it in, and as I sit there, I really start to wonder.... did they even do the oil change? What else did they skip if they skipped that?
Whaddya know... .. a HUGE NAIL in it. Yep!!! No one checked, although they marked it checked and it was passed off by Hunter. Are you kidding? So what the heck am I paying money for? Crappy work? Work that doesn't get done? Whaddya know, a brake bulb was out.... oh whaddya know.... Hunter decides to show up to work. He admits he didn't check but signed off on it. OK..... who is holding who accountable?? Who is going to let that person know that I have referred business to you and this will be the last time I go there if you don't even talk to your own 'lube boys'. Whatever they are. Everyone acted as though it was no biggy. They did what everyone does.... "here, we fixed the tire, we checked it, its good, I'm sorry for so and so's mistake. K bye!!."
Nope!! This same car was in this Mazda shop 6 months ago getting a BRAND NEW/ USED ENGINE because it literally broke down in Green River, UT because the other oil guys that my boyfriend used to go to....'Grease Monkeys, never actually did an oil change. They just wrote that they did, which is why I referred him to Mazda to begin with.... because they don't do crappy work yo.
Now I have to worry about stupid shiz like this? Great. I feel like an idiot. Thanks for proving me wrong Mazda.
If you are willing to bypass or allow you or your staff to get away with something little, at what point do you say 'No More'?
FORTUNATELY, I put Scott on the spot and made him answer me. How do I know they checked the tires? Are they okay? I'm going to California in a week, are they gonna make it? Did the cabin filter get changed with a brand new one or a used one? Did the battery actually test 100%, cuz your form also says no cracks or chips in the window, and so far I see 4. So.... help me understand??!
Although Scott couldn't answer most of my questions (because he wasn't working those days), he did assure me 1 thing, that he would take the car AGAIN and start all over. They would check it, he would pass it off, he would make sure the detail is up to my liking. He emphasized how sorry he was and while I did understand, and I know people make mistakes, we are not just talking bad food here people!! We are talking about the freaking cars on the (replace with curse word of your liking, but it has to make sense) roads that kill people. Heavy machinery. I expect it to be safe. That's not safe and no one seemed to care.
I sure do appreciate the time and effort Scott has always put into his work, even when it is his fault. He does take accountability and does so for others, even when he shouldn't, but that shows his character, which is why he is in the position he is. So thanks Scott. Although i'm not too pleased, I do appreciate the honesty and willingness to make it right. I admire that quality in your work ethic.
I am hesitant to tell anyone to go to Bountiful Mazda because with their current service team, I'm truly uncertain things will change. One person can only do so much and Scott can't always carry the weight of his team.
2 thumbs up for doing your best and a huge slap in the face for not holding people accountable for their 'quality of work'. It is why businesses slowly die. Please don't be like Burt Brothers, those guys are 'A' (replace with holes) and only want to sell the heck outta you.
Bring back your quality Mazda, or i'm out. I'll make like a tree & leaf!!!! (Great movie btw)
Top Reviewed Specialists At This Dealership
I feel that my vehicle is in good hands - Doug G.
I like bringing my Mazda CX-5 to Orem Mazda because when the service is done, I feel like it's a brand-new car. They remind me when I need additional maintenance and it's nice to know everything is stored in their computer. I guess I could take it to another shop to try to find a better deal, but these guys know Mazdas and nobody could beat their "Oil For Life" program. The maintenance team is also very friendly, especially Alex Haro and Blake, and I love the free car washes.
Senior Sales Consultant
New life! - Jal
I have a new, wonderful Mazda for my new life. I could have any car I want, but I chose Mazda for the quality and value, I hated to part with my old Mazda for my new one!
Trevor Hodge is super nice, and will give you the best attention to your needs.
Good experience. - kanabcowboy
Chris Warner is very good to work with and is a man of his word. He made me feel like a VIP. The dealership I went to in the St Paul Minnesota area always washed my car as an added bonus. Kent Hugh
Lies! - Argentina
Lies, lies, and cover-ups! We simply were sent home with the wrong vehicle and they would not honor their word. They told us and showed us a car with features that convinced us to buy the car and then sent us home with a car that did not have those features. Tried to work with them to make things right and they covered up their lies! Please avoid like the plague! BTW Murray store is the same owner don't think you will get honesty there either!
Hundred bucks for a key?! - WJ
So my Mazda's ignition key broke and can't go on a key ring anymore. Took it in to this place, where they made me wait for over an hour before informing me that due to some kind of web site problem, they couldn't program me a new key! And if they did it, it was going to cost me $91, plus lost work time. I cannot conceive of any way that my experience with Dahle Mazda could have been worse. BTW, it turns out that there are key repair instructions on YouTube — I'll do that and save myself over a hundred bucks.
Salesperson Says They Don't Need Your Business - BBQ
I read all the reviews and proceeded with caution. The comments about the sales and pricing and negotiations I found to all live up to my own experience today. We went in to look at a car advertised on True Car that also advertised a "lower Internet price" if I filled in the reply card with interest in the vehicle. Of course, they emailed me back and did not offer the additional discount advertised for the Internet pricing. The first thing we noticed is within the vehicle description the mileage is advertised at 40,130, but when we arrived to test drive it was 44,200+ ... Um, 4,000 miles MORE?! While on the test drive, we asked the salesperson about the free Carfax report listed on the True Car app and she said she would get that for us to look at too. When we went inside, no Carfax. Then, at time of negotiation, we initially offered $1,000 less than asking and were specifically asked to make the deal work to meet in the middle, which we then came up $400 additional in our offer, she asked us to sign that offer and we certainly would have paid the additional $100 to be EXACTLY IN THE MIDDLE if we had been asked to. Then, strangely, they came back at full price after asking us to meet in the middle and letting us know they were negotiable. That certainly was not meeting in the middle, nor was it negotiable. No internet discount. More than 4,000 miles additional on the car. No Carfax as promised. The sales person then got up immediately and told us she personally sold 4 cars that day and was fine without selling any more since ours would have been the 5th and she told us that the dealership had also sold enough units that day and didn't need our sale. This dealership doesn't need your business and will let you know that. Interesting and rings true to the reviews.