Hey guys. Sorry but this is a long one but I hope my experience might be helpful to some. I've mentioned this in my car thread but some background into my issue was that I had bought the Aerokit package and I had an issue with the fit of the spoiler.

I opened a case with Mazda with the help of the service department. They replaced the spoiler with a new one which fitted better but still not correct. Some may think this isn't a big deal but the 4 piece Aerokit was $2000 and the spoiler alone was around $400. So to me, it had better fit properly since it's simply a factory spoiler painted in gloss black.

After 8 months of a drawn out process with them telling me "we'll call you in 1 to 2 weeks to bring your car in with a Mazda rep", in which I had to follow up every time after a month since they never call me back, they informed me that the dealership has changed owners. My case file belonged to the previous owners and that I'd have to start the whole process again. I pointed out that this was ridiculous and a big waste of my time since I had brought my car in many times to address this.

We had came to an agreement that I would get 4 free oil changes and we would drop this case. I was satisfied with this deal and we all moved on. One important thing to note is that I had proposed this alternative earlier but was told it was not possible as the owner would not approve it. However, when the new ownership took place the service manager said they can now give me the 4 free oil changes.

I've had 2 of the 4 free oil changes since then and last week I went in for my 3rd. To my surprise, there was a new oil change package that's now $89.99 and I can't simply get an oil change without the added nonsense. Again I was speaking to the same service manager about my remaining 2 free oil changes and he told me that they can't honour the remaining 2 since there is a change in ownership and any agreements or deals made with the previous owners will not carry forward.

I argued that this was false and pointed out the date of my 2 oil changes which had already taken place and he said that he wasn't sure how I got those and that shouldn't have happened. I have only dealt with one person regarding this whole dilemma from start to finish and it was always the same service manager, John. I can sympathize that they deal with countless customers and can't keep track of all the details but I only have my own issues to deal with and seriously, I've been in every 4 months... It's not a long time to be forgetting everything.

I was willing to compromise and pay the difference between the cost of the new and old oil change packages since the agreement was made under the pricing of the old package. He still said his hands are tied and he is not allowed to do anything. I asked to speak with the ownership or someone in charge in which everyone there refused to escalate to and gave me an email address to write my concerns to. It's not a matter of money, it isn't much, but it's a matter of principle. Why should I do business with people who aren't honest and do not keep up their end of the deal?

I wrote an email and received a response from their Director of Operations. I had stated in my email what had happened with everything and asked for an official confirmation of when the NEW ownership came into effect to prove whether my agreement was made before or after the change. I told the director that my first 2 free oil changes were in July and November of 2015. After lengthy emails back and forth, the director still would not answer my question even though I have brought it to attention in each email.

The director then proceeded to blame everything on the service manager and said he has been removed from his position for making bad decisions (lol). Other than the new ownership, everyone who worked there before still works there now. I tried to reason that their employees and their mistakes are their responsibility. Seriously, what is 2 oil changes going to cost them to keep me as a customer seeing as how they provided no real reasons as to why they backed out of our deal half way?

In the end, the director wouldn't do what I think is right by me. I had stated if I am to not receive what was agreed upon then fix my spoiler. They said they submitted a ticket to Mazda in which it said they "consider this defect normal." Funny how it went from replacing my spoiler with a new one, to sending a Mazda specialist to fix it (which never happened as the ownership changed), to "everything is normal" after a year and a half later. I would need my old files from the previous owners to show the previous efforts that went into this ordeal which conveniently, is not possible.

The director copied and pasted the ticket to me and I found errors in there along with her email response showing their lack of attention to details and ability to listen and understand. How can I be assured they handled my concerns properly when the simple things are riddled with errors? I even doubt now that the new pictures they took and sent to Mazda effectively showed the issues with the spoiler.

So now I will be bringing my business elsewhere to a more attentive and reliable service department. Just an FYI, Select Mazda and Mazda of Hamilton are under the same new ownership. Now that they are no longer affiliated dealerships with TM3 and do not wish to become one again, there is no reason for me to go there after all of this. I guess it's partly my fault for ignoring all these small signs indicating a lack of reliability from their service department.