"Top Notch Customer Service Experience "
Far to often in this day and age, people associate taking their vehicle to a dealership for service to visiting a dentist for a root canal. Nothing can be farther from the truth with London City Mazda. From the second I was greeted in the service bay, until all vehicle service was completed and the keys handed back over, my customer service experience was nothing short of awesome, and all my expectations were greatly exceeded.
Dan Head, Kim Lesmeister, Dave Deweerd, and Stephanie Vav Bommel all put the customer's needs first and foremost, and went well above and beyond to get all the needed repairs done in a timely fashion. Dan made a point of calling me to keep me up to date on the repair status, and when all was said and done, took the time to review each and every line item on the invoice with me.
I will definitely be returning to London City Mazda for all my vehicle service needs!
Henry Hegger, P. Eng.
"Trading in my old Mazda for a new one"
Everyone I dealt with at this dealership was friendly, very positive and professional. It made me feel relaxed and made the day an exciting one. The dealership feels exciting and like a very happening place with employees that were always smiling and great at listening to my wants and concerns.
On a special note....sticking with Mazda was a decision largely based on my past service experiences with Dave Deweerd. Definitely a fantastic, professional and trustworthy technician!
"Testing the waters ..."
I come at this having had decades of experience at another area Mazda dealer. I wanted to try LCM because a mechanic at LCM invited me to do so. So …
First impressions were very good. Bright, modern, clean, fully equipped facility. The customer waiting area was comfortable and the complimentary coffee was appreciated. I only wish the TV volume had been lower for less distracted reading. Thanks also for the fast WiFi which was easy to join. Small things make a difference.
Two (very small) suggestions for improvement. While waiting, I did try out the new 2014 Mazda 3 - several times. No salesperson approached me to chat or offer answers to questions. While normally this would be a positive thing, I think, as a new dealership, you ought to be working harder to establish "relationships" with everyone who walks through the door. I don't mean sales pressure. I just mean, say hello and introduce themselves and say that if you have any questions, feel free to ask. This morning, this did not happen.
Second, when paying for the service (50k), no time was taken to explain exactly what was done. Yes, I know I can read the invoice. However, at my other dealership, the service rep went through the steps of service performed, showed me replaced/defective parts, and suggested when I should next plan on servicing the vehicle. Just a little more accountability here would have been appreciated. Perhaps the service rep just assumed I was busy and needed to be on my way as quickly as possible. I think if you are dropping several hundreds of dollars, you ought to know precisely what was done on your vehicle and why.
These are minor suggestions for improvement. I think new dealerships need to know where the rough edges are so they can be smoothed out quickly - which I have full confidence will happen here. Thank you for an enjoyable "maintenance" morning.