We leased our Mazda CX-5 from this dealership three years - Moni
We leased our Mazda CX-5 from this dealership three years ago, and recently brought it in for a simple quote on a minor front bumper repair. What followed was a frustrating and frankly unacceptable experience that has shaken our trust in this dealership entirely.
We arrived on a Friday afternoon and met with service advisor Asif Nazar. He asked us to wait while someone from the collision center they work with came to assess the damage. We waited over an hour, only to be told that the collision rep got into an accident on the way. Asif then took photos and assured us we'd receive a quote within one hour via email, followed by a call from him to discuss next steps.
We received neither.
Tuesday morning (after a long weekend), we called to follow up only to learn that Asif wasn’t working that day—and no one else could tell us where he had sent the photos or which collision center he had contacted. Even the service manager was unable to help and said we would have to wait until Asif returned on Wednesday. He also assured us we'd receive the quote “early Wednesday.”
Again, we heard nothing.
By Wednesday afternoon, after multiple unanswered calls to both Asif and the manager, I expressed my frustration to the front desk. A representative named Aastha finally called and apologized, saying the quote was delayed from the collision center but promised we’d have it by 5 PM Wednesday.
It's now Thursday afternoon—still no quote. Still no communication.
At this point, it's not just about the quote—it's about accountability, respect for customers' time, and professionalism. If a dealership can’t follow through on something as simple as a damage estimate, how can anyone trust them with servicing or maintaining a vehicle?
To the management: This is a serious failure in customer service, communication, and internal coordination.
To potential customers: Avoid this dealership’s service center. If you’ve already purchased a car here, I strongly advise switching to a different service provider. These people are quick to promise timelines they have no intention—or ability—to meet.
This experience has been exhausting and disappointing. We expected better. Much better.
EDIT : We were called by service manager, Mario on Thursday afternoon. He told us that the body-shop has only now informed them the pictures Asif took weren't enough to assess the damage and asked us to take the car directly to them. When I mentioned that it was surprising that the body shop would take 5 days to only look at the pictures and inform those weren't sufficient to assess the damage, Mario's response was a hollow apology and almost too casual. I obviously told him they have completely lost our trust in them, and we would get the repair done from somewhere else Mario was again extremely casual in his reply and ended the conversation with a curt "Have a good day ma'am". He didn't seem to care at all that a customer has been disappointed by their service or that he was losing a loyal customer. At this point, I'm not just disappointed, I'm shocked by the indifference, unprofessionalism and extreme disrespect of the staff of this service center towards their customers.
I'll definitely take this up with Mazda Canada, so that this place doesn't harass more customers like us.
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