Mazda of Toronto...Horrible Service Experience
Well today I had a horrible experience at Mazda of Toronto's service department.
History: Back in June I got the mazda dealership here in town (I live in kitchener) to perform my rustproofing check that was required for warranty purposes. The dealership came back to me and said that it needs touching up and I would have to take the car to where I purchased it from to get it resprayed under warranty. Local dealership could do it but they would charge me. I said ok np I'll go back to Mazda of Toronto where I bought the car from Jeff to get it touched up.
fast forward to this week.
Knowing that my dealership here in town is booking services for the day ahead I thought to myself I would book a day in advance to ensure my car get's in on Tuesday as I have to meet with Jeff to take car of a couple things. Monday morning at about 12:30am I filled out an online service request form on the Mazda of Toronto website listing what I needed done.
*Brake fluid flush
*Trailing arm bushings replaced
*MSP26 (rust prevention service that mazda sent letters out about)
*Rustproofing that was purchased with car touched up.
Later Monday morning about 8:15am I get a phone call from the service desk calling to review my request and confirm an appointment time. I went over my list of items with the person on the phone and set up a meeting time of 9am. ok cool all is good.
This morning, Leave Kitchener at 7, got to 401 and yonge at 9am and was at dealership for 9:10am, yes I know I'm 10 min late, I got stuck in traffic on yonge and was already feeling bad. I walked in, waited my turn in line, approached desk and said "Hi i have an appointment for 9, sorry I'm 10 min late I got stuck in traffic on Yonge." They asked for my name, found me on the system again went through the list again with me. All was ok they took my keys and I asked about a time figure on being done and we both figured between 1 or 2pm. That was fine I expected 6hrs...
Between the time of 9:15am and 11am I sat in the waiting area, went and talked to Joe in the parts dept who already had my work order and had my parts picked for the repairs and the proceeeded to talk with Jeff upstairs and he took care of my couple of issues. At 11am I headed back to the waiting area I look out the window and my car is still sitting there. I thought to myself "WTF...oh here we go again". At around 11:15am I went out and walked around outside and by my car and looked to see if it had been moved at all thinking maybe it got pulled into the shop by one tech for one repair and was brought back out for another tech to do another portion. I had parked in a puddle, there was no wet tire tread markings on the ground showing it had been moved, there was a puddle at my rear wheel well from snow melting and the car was still parked infront of the black post i parked it infront of.
Kind of fuming to myself at this point I decided to wait and see how long it takes to get my car in the door. I went back inside and waited and talked on the TM3 BBM group doing a live review there since I couldn't post on the forums from my phone. At 11:45am my car is finally taken into the shop. 2.5 hrs after arrival!!! At 12:15pm I went down to Joe just to see if they had even grabbed my parts yet to do the one job. They hadn't. Joe asked why i was asking and I told him it took them 2.5hrs to get my car in the shop...He wasn't impressed. Fuming to myself I wait in the waiting area and just before 1 I got to lunch with a friend I haven't seen in 4 yrs...was a good lunch and a nice break!
I get back to the dealership about 2:10 walk in the side door for service, I look at all the service staff and they look at me, they don't say anything to me at all. I continued walking through up to Jeff's office to pick up some papers. He asked if I was good to go I said "not even close, took them 2.5hrs just to get my car in the door." He was not impressed either. We talked for a few min, he called to see how my car was doing and whoever he talked to wasn't sure as they didn't help me. I said ok np I'll go find out how things were going. I decided for the heck of it I would go to parts and see if they had picked up the parts yet for the trailing arm bushings. Joe says to me, "all that for nothing eh" I was like "what do you mean?" He's like "you don't know?" I'm like "know what?" He says "yeah we can't do the trailing arm bushings, we don't have the tooling" I was about ready to fume over again, I said thanks and was gonna head up to service to find out what was going on... Joe appoligized and I knew it wasn't his fault.
Its now about 2:20-2:25 ish...I head up to the service desk and stand infront of the desk of the guy who I had delt with in the morning (think it was Rick...younger guy that stands to the right of Vincent when standing infront of the desk), I see my keys sitting on the desk there...I asked how is my car doing, He directs me over to Kenny on the other side of the desk. I ask specifically " Is all the work done" he says "well here you need to talk to Kenny" I wait for Kenny to get off the phone and he says to me about them not having the proper tooling to press in/out the bushings so "I need to find a dealership that does" If I was replacing the whole trailing arm they could do it as the bushings are already installed. He then goes through the rest of the bill with me and shows me what they did for the rust proofing service letter. That was ok, As I never got a real clear answer about whether they did the rust proofing touch up on the bottom of the car I asked again and he goes "no, we don't do that" we just do inspections and then you have to phone this company and they set it all up. Me knowing this was completly wrong I said ok fine shook his hand and let him go. I told the recepionist I would be right back. I went to Jeff and explained everything that had now transpried and he was taken back like WTF...He had a good idea of what happened, and that there was a misunderstanding. For some reason they thought I meant paint touch up even though I said rustproofing Numerous times! Jeff was great and came and talked to Kenny for me and got it all sorted out...He even told them "we do the rust proofing" lol
So now its 2:45 and I gave my keys back again, I sat in the waiting area and waited a few minutes and Kenny came out to double check what I meant so I explained it to him again, then he <b>finally</b> got it.
In the meantime of waiting for my car again I tried to speak with the service manager but he never answered the page. They finally finished my car about 3:40. While paying I had the service manager paged 2 more times but he was busy and didn't come up to reception. I fully intend on sending a letter to him explaining how my day went and how crappy their service department was.
You would think after going over the list of services required 3+ <b> Times!!!</b> you think they would be A) able to tell me we can't do the bushings and B) understand I'm talking about rustproofing touch up and not paint touch up.
Needless to say I will no longer give MOT any service work again unless I need another rustproofing touch up. They need to realize that people's/my time is just as important as their time...and making my car sit for OVER 2.5hrs in the parking lot before it gets inthe door is outragous!!! I could have understood having to wait up to 30 min to get my car in as i was 10 min late. fine no problem...but 2.5hrs is ridiculous!!! The sad part is, this isn't the first time I've run into time issues. Lesson learned for sure.
To Joe and Jeff: I just wanted to say thanks for all the help today! You two show time and time again how a dealership should be run! Helping customers and putting them First! I hope the service side of things takes a lengthy note on how to improve, but I have my doubts that they will.
Sorry for the long rant!
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Re: Mazda of Toronto...Horrible Service Experience
Originally Posted by FoXy
