Kalel
03-02-2015, 08:32 PM
I had my car (2010 2.5L 3 Sport) in at Mazda of Toronto for an oil change and they let me know that one of the motor mounts was bad and needed replacing. I have extended an extended powertrain warranty and they said that they would see if it was covered. I should mention that I have already had one mount replaced under said warranty a few months back.
They called me over after 20 minutes or so and said "Good news. The warranty replacement of the mount was approved and we have it in stock. We can install it right away if you have the time." I said "Great! Go ahead, I can wait."
They did the work, and I left happy I had the extra warranty and happy to be a dedicated Mazda owner. This is my 3rd Mazda 3 since 2004 and I've had warranty done on all 3 cars over the years and this is the way it has always gone. In the 11 years I've been a Mazda owner, I've never had anything but good experiences and good vibes about the cars, the company, and the service, until now...
3 - 4 weeks after the service, I'm on vacation and the phone rings. I saw it was Mazda of Toronto. The guy on the other line apologizes and proceeds to tell me that they went back and forth with Mazda of Canada, and they would not approve the service after all and that I have to pay for the work. Not to worry though, they reduced the cost from almost $500 to $380 for my trouble, as if they were doing me a favour. I explained to him that I was told that the work had been approved and that is why I told them to do the work and that I am not paying for their mistake. He didn't care, kept deflecting blame to the person I dealt with at the counter day of, and said again, sorry, you have to pay.
Needless to say I was, & am pissed. There was no mention by anybody that there was any chance that the approval may not happen. I was told that it WAS already approved. I assumed that they would not do the work unless the approval was already in place, but that is obviously not the case. If I had know that there was any doubt, I would not have given the go ahead.
Has anyone else had a similar experience? If so, please share. I haven't paid as of yet, and I don't plan to. Mazda of Toronto has also lost a customer. Anyone have a recommendation for another dealer in the Toronto area who is good to deal with?
Sorry to vent, but I had to get it out.
Cheers
They called me over after 20 minutes or so and said "Good news. The warranty replacement of the mount was approved and we have it in stock. We can install it right away if you have the time." I said "Great! Go ahead, I can wait."
They did the work, and I left happy I had the extra warranty and happy to be a dedicated Mazda owner. This is my 3rd Mazda 3 since 2004 and I've had warranty done on all 3 cars over the years and this is the way it has always gone. In the 11 years I've been a Mazda owner, I've never had anything but good experiences and good vibes about the cars, the company, and the service, until now...
3 - 4 weeks after the service, I'm on vacation and the phone rings. I saw it was Mazda of Toronto. The guy on the other line apologizes and proceeds to tell me that they went back and forth with Mazda of Canada, and they would not approve the service after all and that I have to pay for the work. Not to worry though, they reduced the cost from almost $500 to $380 for my trouble, as if they were doing me a favour. I explained to him that I was told that the work had been approved and that is why I told them to do the work and that I am not paying for their mistake. He didn't care, kept deflecting blame to the person I dealt with at the counter day of, and said again, sorry, you have to pay.
Needless to say I was, & am pissed. There was no mention by anybody that there was any chance that the approval may not happen. I was told that it WAS already approved. I assumed that they would not do the work unless the approval was already in place, but that is obviously not the case. If I had know that there was any doubt, I would not have given the go ahead.
Has anyone else had a similar experience? If so, please share. I haven't paid as of yet, and I don't plan to. Mazda of Toronto has also lost a customer. Anyone have a recommendation for another dealer in the Toronto area who is good to deal with?
Sorry to vent, but I had to get it out.
Cheers