Bad Experience at Courtesy Mazda

[dommo_g]

Sorry to hear about this. I had a similar situation involving my window when I had it detailed. 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.

Just a suggestion, but maybe you should be clear that your trouble was NOT with Courtesy Mazda. The way it's worded makes it seem like you had trouble with the same place as the OP.

[bmwzoom]

Just a suggestion, but maybe you should be clear that your trouble was NOT with Courtesy Mazda. The way it's worded makes it seem like you had trouble with the same place as the OP.

Done.

[bmwzoom]

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.

If they were trained to make the customers happy then this would have been fixed shortly after receiving the complaint. And if I remember correctly didn't the OP call the dealership the day after getting the car back, because by the time he noticed it that evening the shop was closed? In addition... if the manager agreed to pay for it doesn't that look bad on the dealership if they then go back on their word (regardless of who actually made the scratch). That alone would piss me off. Plus, I give everyone the benefit of the doubt, including the fact that the OP never started off his thread "Someone help me get this dealership to pay!" He simply stated his bad experience, just like everyone has a right to do on this forum.

[TheNewBlack]

People have a right to state their opinion about a shitty dealership on this forum without being jumped all over for it. Its well known around here that Courtesy Mazda is one of the WORST Mazda dealerships in Colorado. IMO get him taken care of like was originally agreed upon if you care so much about what people think about your place of business.

[mOOsE]

sounds like a tough situation. Hard to tell what happened, can agree with dommo in the respect that everyone was eager to jump on board. I think it's good to get feedback from any dealer, good or bad, and then make judgment calls if there is a pattern. Have to say though, Dommo certainly has been very helpful and a friend of mine has had work done up there on his MS6 without issue. Biggest thing that does seem a bit merited though is if the dealer offered to fix it and then recanted... that would be frustrating.

[Renesis Rx]

Not to jump on the anit-dealership bandwagon here...but I've had a few run-ins with my dealership here in the springs. I took my 8 in because I wasn't making ANY power in 6th gear. Took about 25-30 seconds to get from 75-80 mph, if I could even get that fast in 6th. They have it for a day and tell me they re-mapped it and it was fine. I had already drivin the car 14K+ so how the map just all the sudden started messn up...beyond me. So I get it back and still the same problem. Take it back and then they say they won't drive it cause the tire tread is to low.....? When I first explained the problem over the phone, I was told I probably needed a new engine. Then I just needed a new map? What I'm getting at is dealerships are sometimes shady. They are out to make money, point blank. What business isn't? Not alot of businesses are out there to give up money. I'm not bashn dealerships, but I'm not sayn the guy is the villan either. I don't think anyone here other than the OP was trashn on Courtesy. They were just sayn his situation sucked.

[~Barn~]

Good thread. Will read again.

[RX-7 Chris]

Good point Dommo

[MazdaGurl]

First of all, any member has a right to vent or share their experience with whichever vendor they've dealt with. That's a part of what our community is all about. My dealership, Mazda of Lakewood, knows who I am, and who I'm associated with, and that CMZC isn't the only channel I am associated with. Mind you, they took EXCELLENT care of me and my car, and it's not only because of my association, but it was because of how I handled the business with them, and visa versa.

Dommo - I understand your frustrations because this is about the dealership you're working for. I also hope you understand that some of these posts were mere jabs of humor. I highly doubt you will see anyone show up with pitchforks. I think what the OP is really trying to do is share his frustrations. The biggest frustration comes from the fact that there was a lack of communication. Regardless of whose fault it was, or what the incident was, there was a lack of communication. Nobody likes that.

Now being a professional, and business owner - looking at this scenario, I see one manager made a promise, that manager is no longer employed with the company. My first question is this: Did that manager put his promise down in writing? If yes, then the company has to follow through with his promise. The manager was a representative of the company - regardless of his current status. However, without that promise in writing, the company can make their decision based on what they see.

Before going to MazdaUSA, you need proof. What kind? PICTURES. Pictures speak a thousand words. Usually, what a driver "should" do, is walk around the car prior to leaving the car at the dealership. Write some notes to any obvious dings, scratches, etc. Upon pick up - inspect the car again. ON THE SPOT. If you see anything new...snap a picture. I'm sure you have one in your pocket 24/7 - it's on your phone. If not, take a camera with you, just in case. And of course, mention it to the manger immediately. Without pictures, without immediate reaction, it becomes your word vs. a corporation's word. And believe me, your word will be weaker than theirs if you don't have solid proof.

Sorry for the long winded post - I just wanted to point some things out to you guys.

[Huzer]

Before breaking out the bats and chains, consider the fact that there's always two sides to every story.

I'll agree to that statement, however if the previous service manager agreed to repair, I think it should be taken care of. Unfortunately, it appears to me of someone going back on their word. This is no different than my $%&*@# neighbor that backed into my car, basically fell all over himself apologizing to me, my wife, my neighbors, etc...then once it came time to put his money where his mouth is, changed his story. As Angie said, without it in writing, I'm screwed.

Overall, there wouldn't be an inherent distrust of dealerships if most of them operated in an honest manner. It took me a YEAR to get my transmission fixed after visits to 5 different dealers (all claiming a 2nd gear grinding issue was a worn clutch and NOT a syncro issue), getting MNAO involved, and getting signed estimates from 2 independent transmission shops what the real problem was. Maybe Courtesy Mazda would've handled it the first time, but it just baffles me the stonewalling I got from EVERY dealership when it came to my issue. That is way I will never, ever, ever visit either Mazda of Lakewood or Gateway Mazda.

I laughed the last time I had a car at a dealership for an oil change (the wife's Murano which was 3 months old at the time and she insisted that a dealership must change the oil since the reminder idiot light came on) and had the service dude walk out to me and tell me the very typical "oh, your car needs a new air filter too". Obviously I asked to look at it, and it hadn't even been removed from the car, so I'm assuming it was probably never looked at, either. Of course, it was perfectly fine. Let me guess, my tires probably need to be rotated too?

Dommo, I'm not saying your dealership is the same as any of the above, but there's definitely a well earned bad reputation for a lot of service departments. I, for one, would like to thank you for being willing to assist me with collision parts for my vehicle

[Uberhack]

Allow me to address this point by point.

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.

The filter was a gift from the dealer I purchased the car from, Champion in Windsor, at the time of purchase. The previous changes were handed by Mazda of Longmont before they tanked. I had forgotten I had the filter until I was about to bring it to you guys.

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.

Incorrect. I mentioned it and asked if there was anything you guys could do. I admitted that I had stupidly curbed the car. I came to this car after driving a Tacoma for 10 years. There was definitely and adjustment period. In fact you guys only did a quick fix and didn't check the point where the panel came away from the body. You only reattached the wheel well cover.

He said that he recently took the car on a camping trip and that it happened then.

I did say I had just come from a camping trip. Didn't say it happened there.

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?

Someone who has a family and actually enjoys taking his car out to make the most of the entirety of this beautiful state we live in. I don't just drive from parking lot to parking lot showing off my car. I DRIVE it.

The car had other minor dings and scratches on it and was in far less than perfect condition for being only a year old.

See above statement. This car takes my kids to school, dance, soccer, jiujitsu and anyplace else that is fun. It's a family car as well as a fun ride.

I think I even remember the guy asking me about touch up paint for the car.

The paint was intended for minor chips on the hood as a result of driving in Colorado, home of jeeps with big tires.

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.

Couldn't call the same day because you had closed. I made the call the next day and your manager was out, left a message. Called again the next week because your guys didn't call me back and started the process.

I concede that you guys see fraud attempts quite often. I have no way of assuring you of the authenticity of my claim except for my word. I washed the car not long before I brought it to you guys. It got very dirty in the mean time. Your guys washed it and there was a circular, scrubbing-shaped scratch on the rear hatch afterwards. I had just looked at that area before I brought it to you guys because I was getting my dog out of the back before I took it over (see above statement about family life) and no such scratch existed.
What gets me the most upset about this situation is that after having the previous manager say the dealer would cover the repair, they reneged on it. Not to mention the complete lack of communication from both managers to me. I had to call numerous times just to get answers.
Did I come to this forum to complain about the dealership, partially yes. It's unfortunate that this was the incident that got me to finally sign up for a club I had intended on checking out anyways.

[Uberhack]

Now being a professional, and business owner - looking at this scenario, I see one manager made a promise, that manager is no longer employed with the company. My first question is this: Did that manager put his promise down in writing? If yes, then the company has to follow through with his promise. The manager was a representative of the company - regardless of his current status. However, without that promise in writing, the company can make their decision based on what they see.

Before going to MazdaUSA, you need proof. What kind? PICTURES. Pictures speak a thousand words. Usually, what a driver "should" do, is walk around the car prior to leaving the car at the dealership. Write some notes to any obvious dings, scratches, etc. Upon pick up - inspect the car again. ON THE SPOT. If you see anything new...snap a picture. I'm sure you have one in your pocket 24/7 - it's on your phone. If not, take a camera with you, just in case. And of course, mention it to the manger immediately. Without pictures, without immediate reaction, it becomes your word vs. a corporation's word. And believe me, your word will be weaker than theirs if you don't have solid proof.

Being all gullible and trusting as I am, I didn't get the agreement in writing. I believed that a handshake agreement was enough. Lesson learned.

Lesson learned on the walk-around before leaving aspect as well.

[TheNewBlack]

Didnt you see in your warranty where it says never go camping in a MS3...or drive kids around in one....or god forbid bring in an oil filter from outside the dealership.

[bmwzoom]

I understand where you are coming from Uberhack. I only have my one car and it serves ALL purposes. I don't have the luxury of owning a Jeep with big fat tires that can go over anything and everything. And Randy, nicely stated about the warranty!

[dommo_g]

I just want to touch on the part about the previous service manager telling the customer the car would get fixed. Like I said before, the dealer was previously a Saturn dealership. Right or wrong, the Saturn way of doing things was to just do them, whether it was warranted or not. In my opinion, there's good and bad to doing things that way. Of course, customers are going to love it, because they can get whatever then need most times. But I think it also opens the dealership up to being taken advantage of. This is the environment the old service manager worked in for years. When the customer called and said the dealership scratched his car, the first instinct for him was to tell the customer he would fix it, no questions asked. I was actually the one who said that all the facts needed to be looked at. After weighing the possibilities of the dealership scratching the car or not scratching the car, there was no evidence to support his claim. I didn't have any phone communication with him, but I heard he wasn't very friendly on the phone and stated that he'd never do business here again. Understandable of course, but I'm sure it didn't help his case. This particular incident reminded the service department how important it is to do a walk-around before taking the car into the shop.