We purchased a new 2019 CX-9 from Go Mazda. We noted some minor scratches while picking up our vehicle and we were told, "Not a problem, just bring it in for servicing and we will take care of it."
So we brought it it in for servicing....once, twice, three....nope FOUR TIMES. Each time we brought in the vehicle we need to do the gymnastics of arranging our lives to accommodate car pick ups and drop offs and maneuvering around without our child's car seat in the courtesy car while we wait. Why did we need to bring it in so many times you ask? Good question!
Attempt 1: Vehicle gets buffed we pick it up once it is already dark out, but realize the next day scratches are still there.
Attempt 2: Maybe they missed something so we try again.
Attempt 3: Thinking they were going to try something different we bring it in again, but they just keep re buffing making it worse.
After calling, waiting for calls back and generally being given the run around for more than a week we arrive at attempt #4.
Attempt 4: We are advised they are going to bring the car in and have it sent out to a body shop. We bring it in on a Monday and were told we would get a call once they had been in contact with the body shop. We don't receive a call and therefore called in on Wednesday and are advised that the body shop is waiting for paint....and that we might not have our vehicle back until the coming Monday.
So something that the dealer was trying to just buff away now requires us to be without our vehicle for week?! We need our vehicle over the weekend and therefore were offered to take back our vehicle and bring it back in to have it resent out to the body shop.
But we are out of patience; we can't bring in our vehicle in 5 times to correct minor detailing. It should have been sent out to the body shop on our second attempt, but Go Mazda was just trying to cut corners.
Overall the staff are nice and professional, but nice and professional doesn't mean very much if people don't do what they say they are going to do. It is the simple stuff like call when you say you are going to call and don't make us feel like we need to chase you. Everyone is over the top kind but once the ink dries on the sales documents the true colors begin to show. (The only person who was the same prior to the purchase and after was Sami Zahra; he is genuinely a good guy. Since he isn't putting on a show he doesn't need to keep up an act and therefore remains the same after you have signed everything.)
We really wanted to like Go Mazda, but we can't in good conscience give them our business. We will be buying future vehicles and servicing our vehicle elsewhere.