Here is our story with this dealership. - alpha
Here is our story with this dealership.
On Sept 27th 2022, we brought our 2018 CX-9 GS-L with 62 000 km, still under warranty, to Elite Mazda because of a cracked engine block. Known issue with the 2.5l turbo in these. The nice service representative told me to expect 3 weeks to a month. She was courteous and seemed franc. Given they would change the head or the whole engine, I figured it was normal and said, take the time you need I’m not in a “hurry”. Took 2 weeks to get a loaner for which I was told at 3 separate occasions yes, we should have one today or tomorrow sir. I live out in the country and made things very difficult, especially at first to get back home as no bus service goes out there. I understand that the loaner service is a courtesy but being played around is what got me irate. If I had been told from the get-go, no loaner, I would have tackled the situation differently.
They did the work; something went wrong, and they had to change the whole engine. I got a courtesy call saying the parts had arrived on Monday of the 4th week of my car being in the shop. 2 weeks go by, no news so I called on the Friday to be told:” you told us you were not in a hurry, and it is really busy because of tire changing season”. That conversation had happened almost 7 weeks ago at that time and what I had said was take the time you need as I understand it can take time to get parts and change an engine. They had had the parts for 2 weeks and have not touch my car because they are changing winter tires for other customers… I calmly and respectfully asked that they revise their priorities. I was then told:“ok, if your say it is now urgent we’ll get on it”. Another week goes by, and I get a call stating that I would be getting a free/complimentary break cleaning/service as the car had been sitting for 8 weeks minus few days in their shop. I finally got the car back on Nov 21st.
When I get back home, I go on to change my tires for my winter ones. They torqued the nuts so tight that my 500ft/lbs air impact gun could not get 8 them off. I had to use a 3ft breaker bar and one of the nut was completely scrapped, the threads stayed on the wheel stud. Once the wheels were off, I could easily notice that NO bolts were taken off and NO grease was added to brake hardware and NO cleaning of the brakes was done. They did not touch the brakes at all. Not sure if it was a tactic to get the customer happy but clearly, that was not a success. I then called to get an explanation why they had not done the work, explain the situation and also asked about a repair they did (they broke turbo housing bolts and wanted to know if the made bigger holes with new threads or used inserts). I first left a message and no call back. Next day I called and got a hold of a gentleman, very professional and told me, I will bring up your file and call you back and I never heard from him since. Exactly like the first time I went to that dealership for an electrical issue on the same vehicule.
To add to this, when my spouse picked up the loaner, she chatted with a sales representative, that I won’t name out of respect, to get a quote for a brand new CX-9. While the car is in the shop, they appraised it for an exchange and offer an extreme lowball offer of $23,000, and only once we got all the brakes and tires changed (value of $2500) and told my spouse after she made the remark that they were probably going to sell it for $35k that they would never sell it for that price, that it was impossible. Meanwhile, they had a used one, same year and features plus 10k more Kms on it, for sale at $35,000. One is still listed on their website for $34,995. She and I found that extremely insulting and disrespectful.
they also never returned my calls asking question after the fact.
they also have been flagging my reviews so it is not visible. it is factual and depicts the service i received.
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