I purchased my 2006 Mazda 3 from Jarman Mazda because of their focus on customer service and excellent, low pressure sales approach.
Included in the price of the car was a free lifetime oil change program, no strings attached. The implication being that this would engender customer loyalty and future business, either a new car purchase or service. I was very happy as a customer of Jarman.
The Jarman Mazda franchise was purchased by another auto group after the meltdown of General Motors in 2008-2009 and reopened as Landmark Mazda on the site of the former Stedelbauer Chevrolet dealership in Edmonton.
Presumably to try and maintain the former Jarman customer base and loyalty, Landmark reached out to me as a former Jarman customer and indicated that they would continue to honor the lifetime oil change program. I figured that I would continue to take advantage of the program and give Landmark a chance to earn my future business. I have received about 3 or 4 oil changes since the change and for the most part, the experience has been ok. Although, unlike Jarman, there is a much stronger up sell from Larry in the service department. Once I booked a first thing in the morning appointment and indicated that I would be waiting for my car. I was told that it would take about an hour.....I was there for 2 1/2 hours. No explanation, no apology at the time.
About two weeks ago when I booked my most recent oil change, Larry argued with me on the phone as to what service was required on my vehicle for 96K km. My read of the service manual was and still is that is required is an oil change and cooling system flush. He indicated that I needed a "major service" at 96K but we made the appointment anyway. My assumption being that I would get my oil change and be on my way.
When I arrived at the dealership this morning, Larry indicated that Landmark had changed the lifetime oil change program and would only honor it if ALL scheduled service was completed by their service department. This was the first I had heard of this....after I arrived at the dealership for my service.
My issues with Landmark are myriad, but it boils down to:
1. Unilaterally changing the lifetime oil change program without notifying their customers. I can only assume that they are strapped for revenue and are hoping that this change does not destroy customer loyalty and future business.
2. Poor communication with me, the customer caused me to waste my time today. Larry did not indicate on the phone that if I didn't agree to the "major service", which looked like it was going to cost upwards of $750 I could not get my oil changed. Further, I had made no plans for an extended service call and planned to wait for my oil change. Larry would have me waiting all day.
3. Larry is wrong about the required service for my car at 96K! Makes me think he is the stereotypical, slimy dealership service guy. I may have agreed to have them do not only the oil change but the scheduled coolant replacement had he not been a liar and a cheat.
One of the reasons I bought a Mazda because the scheduled maintenance program was relatively light when compared to other cars. I don't think its right that guys like Larry feel they can change the rules and screw their customers.
Boycott Landmark Mazda, they suck.