I am now a leased Mazda 6 driver.
What rates this place down is the manager walked by me more than 5 times, and not a single acknowledgement, or care in the world to say hello until my final transaction. Then the loud lady who sat next to him was loud and cussed while on the phone. Bringing in her personal life while I am awaiting to test drive cars. After discussing the price of the vehicle and being fatigue as I am; I rather not hear a congrats or what not. Leon knew and at least thanked me for the transaction which is fine. Don't congrats me when I have to work more of a deal.
I called with a car and reasonable deal in mind. By the time I got there the car was ready and waiting, as was the paperwork. I was treated as a customer should be, with respect and caring. I was in and out and driving away in my new car which I love in no time. Doug StLouis was amazingly helpful with every detail. I was surprised by the level of good customer service. Thank you!
Richard Ransome in the service department really helped me out a lot, you can count on him. He is very dependable, knows his stuff, and will go the extra mile to make you happy. Two thumbs up for Rich, he's a pleasure to work with.
My wife turned in her Mazda 5 for a routine brake check. They estimated over $1100, and told her the brakes were grinding, which I know is not the case. Because I was out of town, and didn't deal with the dealer directly, I had asked her to confirm if the price included anything above and beyond just pads and rotors - which is all it was for. When i told her to refuse, and take the car to our usual shop, they've falsely claimed the grinding and dangers of driving the vehicle from their lot. She managed to get the car to our usual shop, and had it inspected (50% front, 25% rear pad wear). The cost for 4 new pads and a set of new rotors (2 for rear only) at my usual shop, was less than $450, as expected for such work.
My car had 17k mile, there were several minor things need to be repaired. such as rear seat latch, trunk trim piece, etc. I came in 9/2/17, The service advisor Ron wrote a work order, I was told I will get a call, no response after 9 days, finally, I reached service manager John, he said nothing will be covered under warranty. I filed an online complain through BBB, Mazda customer care informed me and John that Mazda will cover the repairs. John insisted that I need to came in for his technician to examine the rear seat latch, so I came in second time, waited one and half hour, John told me nothing was wrong, so I pulled rear seat latch in front of him, seat will not come down, then John tried, did not work either, He said then this should cover under warranty. Never heard any words apologizing what I had gone through. Waited another week, I called John with no response, another service advisor answered the phone, stating all parts were in stock, so I scheduled the 3nd appointment a few days later, on the day of the appointment, I reached out service department, John told me no one told him parts are ready, I got a post card from parts department stating parts are ready. I contacted john again, he sets an appointment a week later. on 11/7/17, I spent over 2 hours there, many other customers came in after me got service finished before me. I never heard a word from John that I am sorry, instead, he was doing things to punish me to go through BBB. His knowledge about bump to bump warranty is very poor, he never admits even he was wrong, like the rear latch warranty . So please go somewhere else for you vehicle service, if you have to use this one, make sure don't let John doing the similar things on you!
What sucked as well is I couldn't walk out with the vehicle that night. They are going to deliver the vehicle to where i work which is a very heavily populated area of downtown. Hopefully my switch on my car goes smooth.
In short - beware of their predatory sales tactics, ESPECIALLY TOWARDS WOMEN. Their counter person (female herself) has no regards for honesty and personal integrity. Their bait and switch tactic on diagnostics needs to be addressed. $125 for the initial brake diagnostic, was charged close to $150 because it included "car wash, paper on the floor, and other materials to do the diagnostic work".
My sales guy was good. His name is Leon, and I believe he did all he could to give me the best deal. I can tell he was tired from the day, but as I was warm and welcoming to him, he was just right back. You can tell this man was very dedicated to his job. I do not claim much blame to what was negotiated upon my monthly payment, even though I didn't officially get what i entirely wanted.
Suburban Mazda Of Troy is a US Car Dealer based in Troy, Michigan. Suburban Mazda Of Troy is located at 1794 Maplelawn Dr, Troy, MI 48084, USA.
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