Don Reeves

I am submitting this complaint regarding my recent experience with Furman Mazda and the handling of a serious issue involving my wife’s 2025 Mazda CX-50. While my wife was attempting to back out of experience with Furman Mazda and the handling of a serious issue involving my wife’s 2025 Mazda CX-50. While my wife was attempting to back out of her workplace parking lot, the vehicle completely locked up. The steering wheel would not move, the shifter was unresponsive, and the vehicle appeared completely disabled. Multiple individuals attempted to assist, including three separate jump-start attempts and a visit from AAA. Despite these efforts, the vehicle remained inoperable. AAA was unable to diagnose or resolve the issue and ultimately arranged for a tow truck. Ironically, when the tow truck driver arrived, the vehicle started. However, due to the seriousness of the situation, we proceeded with having the vehicle towed to Furman Mazda for inspection. What concerns me most is that after keeping the vehicle overnight, the dealership informed us that they could not find anything wrong with the vehicle. While I understand that intermittent issues can be difficult to diagnose, it is unacceptable to simply dismiss an incident of this magnitude without providing any meaningful explanation. A modern vehicle does not completely lose functionality without cause. My wife is seven months pregnant, and we have a two-year-old child. This situation could have become significantly more serious depending on where and when it occurred. As a customer, I expected the dealership to recognize the safety implications and treat the matter with the level of concern it deserved. In addition to my concerns regarding the vehicle itself, I was extremely disappointed by the professionalism displayed during the process. Communication was poor from the beginning. We received no meaningful updates regarding the diagnosis and were simply informed that the vehicle was ready for pickup. When I arrived at the dealership, I spoke with both Sam and Don. Don was professional initially and did replace the battery in my wife’s key fob as a precaution, which I appreciate. However, when I asked reasonable questions regarding the cause of the incident and sought reassurance about the vehicle’s safety, I was met with dismissive responses. I repeatedly requested an explanation for what could have caused the vehicle to completely lock up, but was essentially told that nothing was wrong. I also requested a copy of the vehicle inspection video that Mazda dealerships typically provide. I was informed that the video system was not working and that no video was available. Given the circumstances, this explanation raised additional concerns. After leaving the dealership, I consulted several individuals within the automotive industry, including dealership professionals and technicians. Every one of them recommended that I follow up regarding the inspection documentation and video. When I called the dealership back and specifically requested a return call from Don, I provided my direct contact information. Instead of contacting me, Don contacted my wife. While this may seem minor, it gave the appearance of avoiding the individual who had been actively seeking answers throughout this process. To summarize, my dissatisfaction stems from two primary issues: 1. The complete lack of explanation regarding a significant vehicle malfunction that left my wife’s vehicle entirely inoperable. 2. The poor communication and unprofessional handling of our concerns throughout the process. This is the third Mazda my wife and I have owned during our ten years together. We have been loyal Mazda customers because we have generally trusted the brand and enjoyed our vehicles. However, this experience has severely damaged that trust. We are already exploring options to trade the vehicle and, based on this experience, do not intend to return to Furman Mazda for future business. I am seeking a more thorough review of this incident, a clear explanation of what may have occurred, and accountability for the way this situation was handled. More

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Charlie was truly great from start to finish. He was patient and took his time helping us find not just the right car, but the exterior, interior, and features that were important to us. The day He was patient and took his time helping us find not just the right car, but the exterior, interior, and features that were important to us. The day resulted in the perfect car which was honestly better than what we had hoped for when we first walked on the lot—including the price. That brings me to the next thing: Everyone we encountered was low-pressure and transparent. Based on my experience, I’d recommend Ferman Mazda without hesitation. Thanks Charlie and everyone who played a part in making our experience a positive one! More

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Had. A pleasant time with Charlie and the crew at Furman Mazda. Wasn't expecting to walk away with a new vehicle but given specific circumstances they wor A pleasant time with Charlie and the crew at Furman Mazda. Wasn't expecting to walk away with a new vehicle but given specific circumstances they worked with us and gave us multiple options on how to proceed in our current situation and gave us time to decide what would be best for us. There was never any pressure. There was always information provided when asked and the overall experience will keep us coming back More

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