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Duncan Ford Mazda/Mazda CX9 / poor customer service

1 Blacksburg, VA, United States Review updated:
Contact information:
Phone: 5405524331

I PURCHASED A BRAND NEW MAZDA CX9 AND 2 WEEKS LATER THE CAR BEGAN HAVING PROBLEMS. I TOOK IT TO THE DEALERSHIP SERVICE DEPARTMENT AND IT WAS THERE FOR OVER 2 WEEKS. FIRST THEY REPLACED AN ABS CONTROL MODULE WHICH DIDNT FIX THE PROBLEM. NEXT THEY RELACED THE REAR DIFFERENTIAL WHICH DIDNT FIX THE PROBLEM. WHILE THE CAR WAS AWAITING ANOTHER REPAIR IT RECIEVED $2500 WORTH OF HAIL DAMAGE ON THE DEALERSHIP LOT. I WAS SO UPSET AND I HAD YET TO RECIEVE ANY CALLS FORM THE DEALERSHIP ITSELF DESPITE THE FACT THAT I HAD MADE PHONE CALLS AND SENT LETTERS CONCERNING MY PROBLEM. SO AT THIS TIME I TOLD THE SERVICE MANAGER I WAS THROUGH AND TOLD HIM I DID NOT WANT THIS CAR I WANTED A NEW ONE IN PLACE OF THE DEFECTIVE ONE AND I EXPRESSED MY DISSATISFACTION WITH THE CUSTOMER SERVICE AND HOW THAT NO ONE HAD EVEN ACKNOWLEDGED I WAS HAVING PROBLEMS. SO HE HAD THE MANAGER DAVID DUNCAN CALL ME AT WORK. MR DUNCAN WAS NOT CONCERNED THAT I WAS HAVING PROBLEMS HE SEEMED ANNOYED THAT HE HAD TO CALL ME AT ALL. I TRIED TO EXPLAIN MY DISSATISFACTION IN THE WAY THINGS WERE BEING HANDLED BUT HE BECAME IRRITATED AND SAID HE WAS AWARE OF THE PROBLEM BUT HE DID NOT HAVE TIME TO ARGUE WITH ME ABOUT IT. HE NEVER OFFERED AN APOLOGY OR CONCERN.WHEN I QUESTIONED HIM ABOUT THE HAIL DAMAGE HE WENT BACK INTO BEING AWARE OF THE DAMAGE BUT HE WAS NOT GOING TO ARGUE ABOUT THE SITUATION. I REALIZED I WAS GETTING NO WHERE AND I ASKED HIM TO CALL ME WHEN HE HAD SOME IDEA OF HOW THIS COULD BE WORKED OUT. THE NEXT CALL I RECIEVED WAS FROM THE SERVICE MANAGER TELLING ME THAT THEY REPLACED THE PTO WHICH CONTROLS THE AWD SYSTEM AND THAT FIXED THE PROBLEM. WHEN I ASKED IF THE HAIL DAMAGE HAD BEEN TAKEN CARE OF I WAS INFORMED THAT I WOULD HAVE TO BILL MY INSURANCE FOR THAT. I ASKED TO SPEAK TO MR DUNCAN BUT WAS INFORMED HE NO LONGER WANTED TO SPEAK WITH ME ABOUT THE MATTER. I DID NOT WANT TO PICK UP THE CAR BUT I HAD NO CHOICE FOR MY HANDS WERE TIED. WHEN I PICKED UP THE CAR I AGAIN ASKED FOR AN APOLOGY FROM MR DUNCAN AND WAS TOLD HE DID NOT WANT TO DISCUSS THIS MATTER ANY FURTHER. HOW IS THAT FOR CUSTOMER SERVICE? I HAVE NEVER BEEN TREATED SO RUDELY BY ANYONE. I AM A FAITHFUL CUSTOMER WHO HAS PURCHASED 3 CARS FROM THE DUNCAN NETWORK IN THE PAST 3 YEARS AND I THOUGHT I WAS BUYING FROM A REPUTABLE DEALER WHO WAS CONCERNED ABOUT ITS CUSTOMERS AND APPRECIATED THEM HOWEVER I WAS WRONG. WHY WOULD I BE TREATED SO BADLY WHEN ALL I HAVE DONE IS SUPPORT THIS DEALERSHIP? I REALIZE THAT DEMANDING A NEW CAR AT THIS TIME MAY BE UNREASONABLE BUT I WAS NO LONGER ASKING FOR THAT I JUST WANTED THIS DEALERSHIP TO COVER THE HAIL DAMAGES AND OFFER ME SOME CONCERN AND AN APOLOGY-IS THAT TOO MUCH TO ASK?!!

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Comments

  • Ba
      19th of Oct, 2012

    I agree that the service department at Duncan Ford / Lincoln / Mazda is bad. The service is very slow and always comes with excuses. FIRST VISIT... for a fuel pump failure on a 2001 Mazda Miata... We only have one Mazda technician because one is out sick, the other one is swamped. SECOND VISIT..." FOR SAME PROBLEM! "We only have two technicians and they are both swamped. THIRD VISIT..." FOR SAME PROBLEM! " We only have one Mazda technician because one quit and of course " the other one is swamped ". On each visit after having diagnostic charges and fuel system parts charges it took approximately a week to get my car back each time! and it had to be towed back each time at an additional cost. I complained about having to pay for the towing each time and was told they were not going to tow it for free. The same part was replaced each time under warranty (fuel pump with different reasons for why it was failing) but of course the labor for replacing it each time was extra. I have had the gas tank, fuel pump, and fuel filter replaced and as I write this my Miata sits at Duncan Ford Mazda with a fuel pump that does not come on. Oh and by the way... The Mazda technician is swamped.

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