Bad Experience at Courtesy Mazda

roninspeed3 · Postby **roninspeed3** » Thu Oct 01, 2009 9:14

For what it is worth-

I was going to the Longmont dealership for a while but of course I now go to Courtesy as they are about five minutes from my house. John, Dommo and Mike (mechanic) have taken very good care of me. My first visit was due to the $%#@#$ TPMS going off again. Low and behold, I think the three inch nail in the rear tire had something to do with it. They fixed the tire on the spot for free.

That bit of customer service has resulted in a few trips back for various service related items such as oil change and winter tires. I have no complaints. However I will not have my car washed there either because they do use a large brush on a broomstick and that is not what I want used on my vehicle.

GTConversion · Postby **GTConversion** » Thu Oct 01, 2009 9:14

It's worth noting at this point that I took my car into the Powers Auto-Park Mazda here in the Springs because my car was having starter issues, and while they fixed it, it looked like they had scratched my side skirts either putting it on the lift or taking it in/out of the bay.

Luckily I had pictures taken the day I took it in (as it was going onto the tow truck to take it there) so I had the evidence on my side, but they fixed it no questions asked and I was very satisfied.

Uberhack · Postby **Uberhack** » Thu Oct 01, 2009 9:14

dommo_g wrote: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.

To clarify, I don't believe I was unprofessional nor did I raise my voice to anyone over the phone. Was I irritated, of course. I made sure it was understood in no uncertain terms that I wanted the issue corrected. You're passing along hearsay now.

As to never doing business there again, would you want to do business with a company that doesn't call you back after leaving messages, dodges attempts to correct an issue and, in the end, goes back on a promise?

The fact stands that the service manager said he was going to take care of it and you guys went back on your word. Inexcusable.

tbot · Postby **tbot** » Thu Oct 01, 2009 9:14

^^I agree.

chickenwafer · Postby **chickenwafer** » Thu Oct 01, 2009 9:14

This is why I just don't get involved with dealerships...

Or maybe it's because my warranty is voided...LOLz

AIM WO4 · Postby **AIM WO4** » Thu Oct 01, 2009 9:14

I'm not making myself look silly. He told is side, you told yours. I would prefer that all of Mazda support each other. That was my only intent. I have been on both sides of the fence... I never bashed anyone in my post, nor blamed anyone. I am smart and old enough that it's only one side of the story, and don't need your "advice" as to what I can and cannot do. :eek:

dommo_g wrote: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.

Stealth01 · Postby **Stealth01** » Thu Oct 01, 2009 9:14

I'm just happy that Joey and the crew at Bob Penkhus Mazda at Powers Auto Park (which needs a shorter name) always takes care of me with no questions asked.

Xray_Chica · Postby **Xray_Chica** » Thu Oct 01, 2009 9:14

I personally think that dealerships are bad news for the most part. The dealer that I bought my ride from in Vegas 1- tried to con me out of $1200 to have my entire brake system done (the car was less than a year old) when all that needed done was pads and rotors.
2- tried to make me believe that the reason that my ac did not get cool was because I have a black car
Thankfully shortly after the above mentioned happened I met and fell in love with a great mechanic who fixed everything.
I would say that 95% of dealerships are shady as hell.

Justin · Postby **Justin** » Fri Oct 02, 2009 9:14

Sorry, Dommo, but if a representative of your dealership made a promise to a customer then your dealership should cover it. I realize there is an element of "he said, she said" in this thread, but this isn't something that would cost you guys big money, and will likely cost you customers. You're the closest dealership to me and I'll think twice before giving you my business based on your responses to this thread. Frankly, I'm not terribly impressed by your coming into the forum and making some unprofessional comments to club members. Most of us have been screwed by dealerships enough that we're already wary. Your attempts to air your side of things in the way you have, especially in a forum of pretty tight-knit folks, has likely escalated something that wouldn't have been as big a deal.

Bad Experience at Courtesy Mazda

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