QEW Mazda - Nothing but goodness!

[Iceman_F1]

Oakville Mazda has has raised the bar in customer service.

I purchased my car from Erin Mills Mazda back in October which turned out to be one of the most HORRIFIC experiences of my life. Needless to say, they are not getting ANY future business from myself or others in the near future.

In fact, I wanted their damn license plate bezel off my car! They're not getting free advertising from me!

I read stories in the forums about Oakville Mazda's award winning customer service but it's hard to believe that any car dealership can consistently deliver with out a catch.

I called in and was greeted by John Boots in the service department who explained to me the details of their service in a very respectful and straight forward manner. I didn't feel any pressure on up selling services or products which was a surprise for me. I told him that I was a customer from Erin Mills Mazda and that I was absolutely disgusted with how I was treated there. He was very empathetic and told me that he hears that all the time and wanted to help to change my perception of Mazda by getting service done in Oakville. He even offered to change my license plate bezel with an Oakville branded one so that I can take advantage of all the perks of an Oakville Mazda customer (free car washes).

When I arrived I was kindly greeted by Katie Andrews at the service center who gave me a quick run down of my car information. I told her that I wanted to get my license plate bezel changed and asked if I could receive my free car wash as John discussed with me over the phone. It was getting pretty late in the evening as I was one of the last cars in the building and she told me they usually don't do it near the end of the evening shift but she decided to do it anyway which was very kind of her. In most cases people at the service desk would ask the technicians to go ahead and clean the car....SHE WENT OUT THERE AND HAND WASHED THE CAR HERSELF!!!! I was in complete shock that someone would do that. Talk about taking ownership of a customer. Katie even told me that Toronto Mazda Forums members get discounts and asked for my username if I had one. She wanted to make sure I didn't miss out on any events upcoming with the opening of the new QEW Mazda location. Very thoughtful.

Tiffany Garrett was the service manager that evening and was greeting clients in a very positive and friendly manner. Even though she was busy, she found time to actually talk to people which is a refreshing change. She asked me what concerns I had with the car and offered her expertise into the issues. Very kind and much appreciated.

Overall, Oakville Mazda has literally blown Erin Mills Mazda out of the water. It's the simple things that they do right that really make the difference. All you have to do is treat a customer the way you would want to be treated and look what happens, I'm writing a positive review on a popular forum where a vast majority of existing and future Mazda owners visit on a regular basis. I'll probably tell the majority of my family and friends to do business with Oakville Mazda either for a new car purchase or service in the future. Advertising through word of mouth is probably the most powerful way to promote a service. Erin Mills needs take notes FAST.

Thanks again,

P.S The oatmeal raisin cookies are AMAZING!

P.S.S If you didn't get the message.....DON'T GO TO ERIN MILLS!

Fred

Great review. Part in bold about the discounts is indeed true. They are listed in another section on the boards but breaks down as the following.

15% Discount on Labour
15% Discount on Parts
20% discount on all MazdaSpeed parts and accessories

The Labour is a bit confusing. It doesn't mean on regular service but for things that are "extra". Still, every little bit counts!

I was there last Thursday for 56,000KM service. Friendly as usual. Talked a bit with Andrew about rims, talked a bit with Jason about the new place and talked even more with Tiffany while waiting for my car. New service advisor (I think Katie?) was really nice and threatened to "beat" the techs if they took too long to wash my car

They were even super helpful the next morning when I came in with issues on my fuel door. Tried to get gas, door wouldn't even open. Went home to wait till they opened, tried in my garage and it worked. Went to gas station a 2nd time, didn't work. So went over to Oakville Mazda to get them to look at it just to be on the safe side. Guessed it was just the cold and water but looked at it and let it thaw before returning it.

Talked to Andrew again to order a replacement part and a cargo net to be picked up next day. Went in next day after picking up summer tires and Tiffany offered to take a look on the hoist to see how easy it would be to change out the part I just got and decided, what the hell, while it was on the hoist, she would just change it for me. Said it was a gift since she kinda felt bad I was there 3 times in 3 days for different things.

Still impressed that despite me not being there too much, she knows my car by looks and makes an effort to come say high as does Jason when he sees me waiting in the waiting area.

Can't say it enough, GREAT place to take the car for service that's close by. When they move locations, might convince my mom to switch!

[Charlie S]

I purchased my 2010 MZ3 GT from Brampton Mazda, but I heard a lot about Oakville.
I have been shopping around for the 'Side Sills' for my car.
Apperently they only come on the five door sport model.
My nephew James, (Krakor) asked me to talk to Andrew at Oakville Mazda and I was surprised what a fantasic deal he offered me compared with other. dealers.

I will defenitely be there comes Spring to install them.
Too bad I cannot use their services more often due to the distance.

Charlie

[Krakor]

I went to Oakville Mazda on Firday for a Synthetic oil, lube and filter as well as a tire rotation.

As always, it was quick, courteous and fantastic service!

Katie was great to deal with. Very helpful and willing to explain what was done and what was recommended.

Had lunch with Andrew and John and RJ came along. By the time we got back it was all done and waiting.

Tiffany was great to deal with, as per usual. Always cheery and fun to chat with. (I loved her Mazda jacket!).

I always enjoy my service visits with them.

I am looking forward to the new state of the art QEW MAZDA in the spring.
I can't see how the service can get any better because of how good it is now, but I am looking forward to the updated look and feel of the new location.

Congrats to you all for another stellar job.

Thanks for taking care of me so well.

[Skip]

Had my 48 k service done there yesterday and like always Oakville Mazda never fails to impress. I had a leaking oil pan which was covered under warranty however it would take another 2 hours and I had my little brother with me + work so they advised me to wait in the waiting area and tiffany and john had a rental car ready for me in minutes. John called me within a few hours to let me know the car was ready and I could even come by the next day with the rental. I really have to say that all the staff at this dealership was very professional and friendly, their service team goes above and beyond expectations. Will definitely be taking my girlfriend there for her next car purchase

[b.rabbit]

I went to Oakville Mazda for my 24month/48000km service this past Tuesday. I already knew that this service would be a hefty one since every 12 months, they need to do a few more inspections on the car so I was bracing myself. I was taken care of by Katie Andrews and she was super nice. I had a few coupons from the latest Mazda promo, but she advised me that the TM3 discount would save me more money than the coupon, but would still give me the binoculars (since I would be spending over $100). So I was fine with that. She told me that the service would take about 2hrs, which I was also prepared for (thank goodness there's Olympics to distract me with).

About an hour in, Katie comes to find me and told me that the service techs had advise that I needed a transmission flush, brake fluid flush and a new air filter. She also told me how much each would cost, and that each would have the discount on top of the cost.

Katie saw me just pondering there, thinking whether or not to do all of them or not, she suggested that I do the brake fluid flush and the air filter and do the transmission flush the next time I come in. Not really knowing anything and just trusting that the service techs are being honest and trusting Katie's opinion, I gave the go ahead.

The car was done, total time, in an hour and a half. Which was great, not that I was in a rush to go anywhere anyway, but I appreciate the efficiency of the service.

After I left, I was already halfway home when I realized that I never received my binoculars, so I gave Katie a call to see if it was alright for me to pick it up the following day, and she said that I didn't need to call for that and apologized for forgetting. I thought this was a nice gesture.

So I went back the next day and I was greeted by Tiffany, who was friendly as always, and I explained to her what happened and she said no problem and handed me a pair of binoculars.

Overall, I was pleased with the service done on my car once again. They were also going to wash my car, but didn't because it was already clean.

Next time I visit Oakville Mazda, they will be QEW Mazda!! Can't wait to see the new facility!

[SilentJay]

Good to see nothing about their service has changed. I'll be dropping my car off on Tuesday for a whole bunch of things (including that 07 rust prevention spray, and maybe that squeaking suspension TSB), and will be getting a loaner (Speed3 perhaps? )

[QEWmazdaPrez]

SilentJay,
I don't know what time your appointment is, but I'll be dropping by after hockey, around 3:20pm, with my Speed3 .If you want a test drive, let me know
Thanks to everybody for the continued great feedback. I'll try to post some more pics in the next few days for those of you who haven't been able to drive by.
J

[optiklenz13]

SilentJay,
I don't know what time your appointment is, but I'll be dropping by after hockey, around 3:20pm, with my Speed3 .If you want a test drive, let me know
Thanks to everybody for the continued great feedback. I'll try to post some more pics in the next few days for those of you who haven't been able to drive by.
J

Oh no, Jay is going to stall the speed..

Whenever I'm at Oakville Mazda, Jason is never there, but I still get taken care of.

[prinsesa]

All I can say is that I'm truly disappointed in the customer service that I received, I went with Oakville Mazda because of the great reviews I've heard from people and TM3. Unfortunately, I guess I'm one of those people who get unlucky
I live in Mississauga and I will be going all the way to Oakville just to pick up my car, oh, I'm not even sure about when I can pick up my car cause I guess I was forgotten to be called back or followed up with.
I was advised that the latest time I could pick up my car would be Saturday which is today and possibly Friday.
Now I'll have to wait until Monday to know for sure. the waiting is a bit annoying but the part when I wasnt called back to inform me if I'm pick up the car today or not was the most frustrating thing, and I actually had to call them first to find out.
I dealt with a few people that was mentioned in threads, but I'm not going to name anyone, I don't think that's fair.
I was told that they have the Mazda3 I was looking for in stock, it's a 2010 so I wouldnt have to wait for it to be shipped.
I really really am frustrated with the fact that no one bothered apologizing to me, from the first person I talked to to the last.
I understand if its busy or what not, but I think I should have received a call just letting me know I can't get the car because I was promised that I would get it today at the latest.
It really sucks how I went through this because I was really expecting a better treatment from Oakville Mazda because the treatment I received from other dealerships were pretty bad.
I dont know, maybe its me, maybe it's because I'm young or something and they don't treat me seriously..but jeez, I'm still a customer right? AND I am willing to buy a car as well.
Also, I guess I'm getting a rental car until I get my car.. *sigh*

[prinsesa]

Just a question though, if I buy a Mazda from Oakville Mazda. and my sister is also going to buy one as soon as she's done her road test.
Can I go to another Mazda dealership and still get a loyalty discount? Or does it have to be the same dealership?

[S.F.W.]

Just a question though, if I buy a Mazda from Oakville Mazda. and my sister is also going to buy one as soon as she's done her road test.
Can I go to another Mazda dealership and still get a loyalty discount? Or does it have to be the same dealership?

You can get the loyalty discount from any dealership.

[She_Prime]

Tale of the Sideskirts and Spoiler- Oakville Mazda Style

I had made an appointment during my 40k service at Oakville Mazda (on February 5) for installation of OEM side skirts and a rear lip spoiler that I had purchased that day from Andrew (Parts Manager) while waiting for the car to be done. Katie at the service desk was more than happy to assist me by making this appointment.

On two hours sleep (I worked nights the night before) I arrived at Oakvile Mazda yesterday for my service to be done. Was kindly greeted by Katie and John in the service department and proceeded to take a seat in the waiting room. I was a bit taken back when I checked in with John since he seemed like I shouldn't be there but regardless they took the car in. (Katie later informed me that she mistakenly booked me in for May 19 rather than February 19)

So as I'm waiting (being distracted by the Olympics on TV) I start realizing how long it's been- over 2 hours. So I start wondering. Around this time Katie comes to retrieve another person whose service is done and talks to me briefly. She tells me that the car was brought down the street to Ace Bodyshop (where the parts originally got painted) because they had never sent the brackets back with the skirts and they couldn't install them.

It's now going on 2:30pm and Andrew pops back to see how I'm doing and asks me if I had anywhere to go since it's going to take much longer than expected. I said I did - I had plans with another member on the boards in Mississauga at 3:30 so he said he will go and call Ace and see where the progress is on the install. I wait about 5 minutes then proceed to the parts counter to see the verdict. (This is where the story turns around)

Tiffany (Service Manager) is there and she informs me that Oakville Mazda will be paying for a rental car for me while the install gets completed at Ace. Now I thought this was really nice of them as I was expecting them to offer a shuttle service for me to get where I was going and then a pickup when the car was completed. Within a half hour I was in a rental car (after a visit to Ace to get my things- and a good thing I didn't wait as they just started to drill holes into the trunk when I was there).

The car I received was a 2010 Hyundai Sonata, wasn't thrilled about the car but oh well it was a car and I wasn't stuck waiting for rides to and from dealerships. And to be completely honest I've driven nothing but my Mazda 3 since getting it so it was nice to get a feel for another car.

This morning I called Oakville Mazda at approximately 8:15am and left a message in the service department. Within the hour Tiffany called me back and told me my car was ready for pickup. Was very happy to be on the way to getting my 3 back.

When I arrived at the dealership I was happy to see the car sitting outside, neatly parked and waiting for me. I inspected the work quickly and it honestly looked great. Was very happy with everything.

Went to the service counter and was greeted by Tiffany with a smile. She complimented me on my car and informed me that she had taken off an hour of labour costs due to the inconvenience caused yesterday. I thought that was very nice of her as well.

Just so you guys can see pictures of the results here:

Lip spoiler:


Side Skirts:


Kudos to Oakville Mazda for making their customer the number one priority. Even though the story didn't start well it had a very happy ending. Thank you for everything

P.S. to Tiffany- I drove by the new dealership site- It's looking so good!! So excited for you guys!!!

[QEWmazdaPrez]

All I can say is that I'm truly disappointed in the customer service that I received, I went with Oakville Mazda because of the great reviews I've heard from people and TM3. Unfortunately, I guess I'm one of those people who get unlucky
I live in Mississauga and I will be going all the way to Oakville just to pick up my car, oh, I'm not even sure about when I can pick up my car cause I guess I was forgotten to be called back or followed up with.
I was advised that the latest time I could pick up my car would be Saturday which is today and possibly Friday.
Now I'll have to wait until Monday to know for sure. the waiting is a bit annoying but the part when I wasnt called back to inform me if I'm pick up the car today or not was the most frustrating thing, and I actually had to call them first to find out.
I dealt with a few people that was mentioned in threads, but I'm not going to name anyone, I don't think that's fair.
I was told that they have the Mazda3 I was looking for in stock, it's a 2010 so I wouldnt have to wait for it to be shipped.
I really really am frustrated with the fact that no one bothered apologizing to me, from the first person I talked to to the last.
I understand if its busy or what not, but I think I should have received a call just letting me know I can't get the car because I was promised that I would get it today at the latest.
It really sucks how I went through this because I was really expecting a better treatment from Oakville Mazda because the treatment I received from other dealerships were pretty bad.
I dont know, maybe its me, maybe it's because I'm young or something and they don't treat me seriously..but jeez, I'm still a customer right? AND I am willing to buy a car as well.
Also, I guess I'm getting a rental car until I get my car.. *sigh*

Just wanted to clarify this with the forum members.
I believe the car was in stock; we were waiting for some information from the customer before we could finalize everything. Our staff called several times, even on their days off, but the customer's voicemail wasn't set up so she didn't know we were following up. I understand that everything was taken care of on Saturday and that everything is good.
If you have any questions, please email me directly at j.guttman@oakvillemazda.com (it's much faster than calling the dealership).
Thanks for choosing us!
J

[optiklenz13]

I wanna know if prinsesa had call display on her phone.

It's true, that's very unlikely of Oakville Mazda to not call. I was taken care of when I bought my car. I remember when they can't get a hold of me thru phone, they will follow up on my email telling me to give them a call instead.

Good you clarified that Jason.

[prinsesa]

Yep, I had caller display on my cell phone.
But I got the car on Tuesday, and I'm very happy with it.
Kinda bummed about losing my cell phone out of excitement for the car. Lol.
But yes, everything is okay now. Thanks

[DualSoul]

Had my first service done Monday of last week. Spoke to Tiffany. Mentioned that I was a TM3 member, and she placed my username on file so that I'd get the discount from then on, though it doesn't cover oil changes. I also mentioned that one of the plastic wire covers (? I believe that's what she called them) on the rear window seemed to have fallen off, and she said that'd get replaced (she was kind enough to come out to the car to take a look, and informed me of what they were, though I wish I could remember the description). She mentioned the possible HID recall as well, and that for being a member (either that or sporting the Oakville dealership plates), I'd get a free hand car wash. Also switched to synthetic, so brought my own oil. Tried to cover everything in the short chat before the car was even brought into the service area, but Tiffany was all smiles. She showed great professionalism and knowledge about the car.

Sat in the dealership watching some men's Olympic curling. It was kind of quiet in the dealership unfortunately, though it was understandable as it was around noon on a work day. No fresh cookies available, though I did take the last two oatmeal raisin ones sitting on the tray. Also walked around the dealership a bit (sat in the RX-8, admired the MX-5 wheels). Didn't see Jason or Andrew.

About an hour in, Tiffany came out to give me a status update on the car, which was a nice touch. 30 minutes later John came out (I believe Tiffany was on lunch) to tell me the car was ready. Was kind enough to redo the invoice as they had charged me for oil (which I didn't notice at the time). Paid, and came out to my now clean car, covered in a layer of snow... Unfortunately, didn't replace those plastic wire covers, but that wasn't a big deal. No fresh cookies before I left however

Overall great experience, can't wait for the move to the new dealership!

[Pereira11]

Had my first service done Monday of last week. Spoke to Tiffany. Mentioned that I was a TM3 member, and she placed my username on file so that I'd get the discount from then on, though it doesn't cover oil changes. I also mentioned that one of the plastic wire covers (? I believe that's what she called them) on the rear window seemed to have fallen off, and she said that'd get replaced (she was kind enough to come out to the car to take a look, and informed me of what they were, though I wish I could remember the description). She mentioned the possible HID recall as well, and that for being a member (either that or sporting the Oakville dealership plates), I'd get a free hand car wash. Also switched to synthetic, so brought my own oil. Tried to cover everything in the short chat before the car was even brought into the service area, but Tiffany was all smiles. She showed great professionalism and knowledge about the car.

Sat in the dealership watching some men's Olympic curling. It was kind of quiet in the dealership unfortunately, though it was understandable as it was around noon on a work day. No fresh cookies available, though I did take the last two oatmeal raisin ones sitting on the tray. Also walked around the dealership a bit (sat in the RX-8, admired the MX-5 wheels). Didn't see Jason or Andrew.

About an hour in, Tiffany came out to give me a status update on the car, which was a nice touch. 30 minutes later John came out (I believe Tiffany was on lunch) to tell me the car was ready. Was kind enough to redo the invoice as they had charged me for oil (which I didn't notice at the time). Paid, and came out to my now clean car, covered in a layer of snow... Unfortunately, didn't replace those plastic wire covers, but that wasn't a big deal. No fresh cookies before I left however

Overall great experience, can't wait for the move to the new dealership!

we had to order that cover in for you, it is here now just stop by anytime and we will pop it on for you.
-Andrew

[06MZR23]

Just want to add that I've also always been happy with the team at Oakville Mazda. I actually drive down there for all my service...and I live 8 hours away!

Staff is always friendly and helpful. and with the wifi I can get some work done while I'm there.

I'll be down again soon for my major service.

Keep up the good work!

[smdtech]

Just picked up my new 2010 3 from Oakville Mazda.... All I can say is that Im glad I read all the positive reviews and steered away from EMM.... Oakville Mazda is a great dealership with a awesome service Dept.
Lookin forward to great service and lots of Mazda Zoom Zoom!

[CoolColombian]

Just want to add that I've also always been happy with the team at Oakville Mazda. I actually drive down there for all my service...and I live 8 hours away!

You are not serious, are you?? that is some loyalty, you should start getting free services just for that.

[06MZR23]

I visit Family in Oakville every couple of months. The service was good there so that's why I go back. But a free service would be nice... I'm looking forward to the baked goodies next time I go in...

[b.rabbit]

Went into Oakville Mazda again on March 5 to repair my windshield. I thought that since Oakville Mazda has treated me so well, that I'd give them my business. I originally shopped around to Apple Auto Glass and Speedy Auto Glass for the repair, but I couldn't agree to pay what they asked. In my inbox, I had an email from Oakville Mazda thanking me for my business and if I had any questions or concerns to contact them.

So I told them about my little problem and Tiffany was able to set something up for me and assured me that it would be cheaper than the quotes I had received.

So I agreed to take my car back in for the repair and the Service team was top notch. Katie and John were both very friendly. However, the repair took longer than I expected (I was at Oakville Mazda from around 1.30pm to 4pm), but that's alright. Not everything goes according to plan and I didn't mind waiting it out.

Katie also told me that she didn't know what arrangement Tiffany and I had, so she left the work order on Tiffany's desk for us to work out. So I appreciated her honesty about that and I wrote an email to Tiffany the next day to see what we can do in terms of the payment.

Tiffany replied back and told me what the cost was and was true to her word and told me that if I wanted to, I can call in with the credit card information since doing it through email is insecure.

I decided to let her know that I would go in myself on the following Thursday to pay for the repair, and there she was all smiles. Haha. She told me that earlier in the day they went to see the new site and she was super excited about her new office!

Thanks for setting up my repair for me Tiffany! I really appreciate it!

Oakville Mazda's service is keeping my experiences with them positively different. Keep it up and I can't wait to see your new digs up and running!

[Krakor]

Well what can I say? Another great morning at Oakville Mazda.

Today I had my new rims and tires installed as well as a tranny flush.

I was pleasantly surprised when I arrived this morning and John said to go back and look at the wheels.
The new guy, sorry I forgot his name, detailed the rims and tires for me even before they were put on my car! Great job!! Keep that kid!

As usual it was all jokes with Andrew. Good to see Tiffany and John. Jason popped in and came to say hello before he rushed off to another meeting.

I asked Giulio (The young guy with an old man wop name) if he was coming to the Wing night. He said he would and I dared him to show up in his wife beater to match his name. He said he would... We will see about that.

They told me it would take about 2 hours to get everything done and sure enough they were done on time. They were extremely busy this morning. The bays were full with cars before 8am! At least 4 or 5 people already in waiting for their cars.

(Thanks Lars for keeping the car clean!) - I like having their tech, Lars, work on my car. He's thorough and clean.

With everything done, I was extremely pleased with how the new kicks look on the ride!

Thanks again everybody for a great experience!

You know I'll be back!

[eandi]

Oakville Mazda is definitely the best dealer I've dealt with during the process of buying my first car over the last month. Other Mazda dealers didn't even call me back *cough* Orangeville *cough* after telling me they only had to check their lots, and after reading reviews on TM3 I'm glad I didn't go with them. The current Oakville dealership is great, the coffee is amazing (the coffee machine blew my mind) and the lounge is well-equipped (I didn't even know to look out for fresh cookies D-: ), and it's exciting that they're moving to a better location. Jason was in contact with my Dad via email from the get-go, and the price that was worked out beat other dealers by a landslide. Jason had emailed my Dad directly when he first started looking around for me (I'm fairly busy and have no car of my own right now to travel with) and I was very impressed with an owner email prospective customers directly, myself having no knowledge of TM3 at the time.

I test drove a GS while I was in and was immediately sold (was going to buy a GX with A/C originally), so I decided to shop around a bit more. The price at Oakville was still unbeatable so I decided on the Graphite Mica, and it's coming in next week :-D I've emailed Jason a couple of times (too excited to wait) and am also having tint added to the windows (35%), and Jason gave me a great price on that as well. My dad's so impressed with Mazdas and the Oakville customer service that he's already talking about a CX-7 for his next SUV.

6 stars out of 5 for sure, and I'm glad that I could find such a great dealer for my first car.

[b.rabbit]

Glad you had such a positive experience with Oakville Mazda eandi!

Welcome to TM3! You'll find a wealth of information here..just remember to search first or else you'll get flamed (people here are generally nice anyway).