Bad Experience at Courtesy Mazda

[Uberhack]

Not sure about the forum rules for dumping on dealerships, but I thought I'd let you all know about some bad service.

Took my MS3 into Courtesy Mazda for an oil change back in July. They asked if I'd like it washed after they were done. Being all lazy and stuff, I said "sure".
Get the car back drive home. I walk around the back hatch and there's a big swirl-shaped scratch staring me in the face. By the that time the service dept was closed. Called the next day, took it in and the manager takes a look and agrees to pay for the repair.
Took it in to their recommended body shop and they send the quote to Courtesy. Received no communication for a while so I called them. Apparently the manager has left and they're in flux. They need time to get a new mgr and get things sorted out before they get tom my repair.
No communication for a while more. I called 2 weeks ago or so and got a hold of the new manager. Told him the deal and he says he'll investigate.
No word from them again. I called today and the service manager, John, tells me he talked to the general manager and they believe the damage wasn't their fault. They're refusing to pay for any repairs.

So here I am. I wanted you all to know that despite the fact that they're a new dealership and should be looking to make friends in the community, they're not. They go back on their word and don't have the common decency to even call you back.

If any of you have ideas of how to proceed from here, I'd love to hear them. Otherwise it looks like I may have to eat the repair cost. I'll just chalk it up to stupidity for letting them touch my car.

[bmwzoom]

Sorry to hear about this. I had a similar situation involving my window when I had it detailed at a different location. I just kept pressing until they finally fixed it. I think it took me nearly 6 months to get it complete. But IMO just keep calling.

Also, you have every right to dump whatever experiences you had with companies/dealerships, it helps us all out for the future. And... this isn't the first negative experience we have heard regarding this dealership so it's not just you....unfortunately.

[AIM WO4]

I am investigating their willingness to correct this unfortunate misunderstanding.

I assume it's in Longmont?

[bmwzoom]

I am investigating their willingness to correct this unfortunate misunderstanding.

I assume it's in Longmont?

Haha Johnny, I was thinking the SAME thing! I saw that there are two, one in Longmont and one in Lafayette, but wasn't sure which one it was.

[Uberhack]

Yes sir. Longmont.
Any assistance will be rewarded with beer and my thanks.

[bellalyssa]

Beer? I'm down, I'll go in there and raise hell for ya!

[movovr]

hmmm...massive CMZC cruise to Courtesy Mazda in Longmont with bats, chains, and pitchforks could be a good time.

[TheNewBlack]

Yeah ive heard nothing but bad things about this dealership, sorry its affecting you too, that sucks....they should for sure fix it especially if they already agreed to once! I had a friend bring a car there for an oil change and a few things went missing from his car....lame.

[bmwzoom]

hmmm...massive CMZC cruise to Courtesy Mazda in Longmont with bats, chains, and pitchforks could be a good time.

I'm down!

[tbot]

i concure troy...granted i think if all of us went up there and raised hell via words it might make a huge impact to them in regards to how the word spreads so quickly thru the mazda community leading them to think twice about their actions...but...then again bats, n pitch forks maybe w/ a flaming cross and white hoods...ok maybe not that far would work too

[bmwzoom]

Hopefully Johnny can bring it to their attention in a very persuasive manner that makes them think otherwise about how they handle business...... back up plan, Bree plans a cruise to Courtesy Mazda!

[Uberhack]

I do love a good angry mob.

[Stealth01]

If the general manager won't talk to you about it, call Mazdausa and tell THEM the issue. Better yet, depending on your insurance company, you could file a claim and tell them it was Courtesy Mazda's fault. I have USAA and they are pit bulls when it comes to going after the other party.

If those fail, start driving around with a sign in your window that says, "I Regret Using Courtesy Mazda. Ask Me Why!" That usually gets their attention.

[dommo_g]

When this guy came in for an oil change, he brought his own filter, which wasn't even the correct filter for the car. This tells me that maybe he normally changes his own oil, but for some reason brought the car to the dealership for an oil change. Seems strange. When the car was up on the rack, it was noticed that the front bumper was slightly separated from the fender, as if it were in some sort of an accident. I was actually the one who told the guy about it, and that we had popped it back into place. He said that he recently took the car on a camping trip and that it happened then. I remember looking at the car when the tech was changing the oil and thinking 'Jeez, what the heck happened to this car?' Who takes a MS3 into an environment that exposes it to damage like that? The car had other minor dings and scratches on it and was in far less than perfect condition for being only a year old. I think I even remember the guy asking me about touch up paint for the car. You guys need to not be so quick to believe the story of a stranger, just because it give you the opportunity to jump on the anti-dealership bandwagon. Dealerships are often the targets of fraud and 'scapegoatism'. How many here have removed mods and tried or got warranty work done that probably shouldn't have been done because of those mods? What's to say this guy didn't come to the dealership looking for a free fix for a pre-existing scratch in his paint? Or what about the possibility that the scratch happened long after leaving the dealership? The customer didn't inspect the car before leaving. And the call wasn't made to the dealership until days after the visit. Before breaking out the bats and chains, consider the fact that there's always two sides to every story.

[dommo_g]

I am investigating their willingness to correct this unfortunate misunderstanding.

I assume it's in Longmont?

It doesn't even involve you, and all you know is the story that you were told by someone who joined here just to bash a dealership. Don't make yourself look silly sticking up for somebody you don't know, for a story that you can't be sure is true. Trust me, if the evidence existed to support his claim that the dealership damaged his car, he would have been taken care of promptly. The dealership is a small store that was a Saturn dealership before making the switch to Mazda. All of the employees there were 'raised' on the Saturn way of doing business, meaning the primary focus is on making customers happy. For a dealership just starting out as a new Mazda dealership, it's especially true that trying to sweep something like a scratch with a relatively small dollar amount of damage under the rug would certainly be counterproductive considering the damage it would cause by word of mouth and lost business. Like I said, if it was warranted, it would have been resolved. But on the other side of that coin, most businesses aren't going to let themselves be taken advantage of just to keep an unhappy customer silent.