Dennis Dillion Mazda Boise, Idaho review: Customer service

May 26th, 2022

RE: Dennis Dillion Mazda Boise, Idaho

Incident occurred May 25th 3:00 PM and May 26th at 11:30AM at the dealership

Mr. Dillion,

I recently moved here from Salem, Oregon. I bought a Mazda from Power Mazda in Salem and I have to say that their customer service was superior. Anytime you needed assistance they were there to help.

On Wednesday, May 25th, 2022 my tire picked up an allen wrench. I called Dennis Dillion Mazda on Fairview to see if they could help me. I had also purchased my tires at Mazda in Salem, OR and had a warranty with them. I was informed by Power Mazda in Salem, OR that any Mazda dealership would honor my warranty.

I tried to reach your Mazda dealership on Fairview several times and no one answered the phone. I entered each number for the different department with no one picking up the phone. I dialed back again and hit the 0 and finally got a receptionist. I told her that I had tried to reach someone only to be told that she got the "overflow calls" and she could take my number and have someone call me back? I left my name and number and told her what was happening. Someone did call me back. He told me to put the spare on, put the tire in your trunk and call back for an appointment. I did say to him you have got to be kidding me? (And he is in the service department and would not make an appointment for me) I stated that I bought my tires through Mazda and was told that they would not honor that program. They do not do that! Again, he said to put the spare on and call for an appointment yet he is in the service department and no one answers the phone? I did question him as to why they could not assist me and he was not happy. And, to be honest I was not happy either that I could not talk to anyone and I was upset that I could not get any assistance from anyone. All of this took an one hour. I did call back that day and left a message to make an appointment to bring my car in. No one called me back!

After not hearing back from anyone the next morning I went to Les Schwab. I was taken care of immediately, professionally with no charge for fixing the flat. I must say I was impressed!

So, from there I decided to go out to Mazda and talk with the Service Manager. I was completely dumbfounded as to why they would not assist me and was told to call back and make an appointment when no one answers the phone and I was talking to Service? And I tried to make an appointment on line and that did not work either!

You can not get them to answer the phone no matter what extension you press. Yet, when I arrived there were no customers whatsoever anywhere! There was not one customer or car anywhere to be seen. No cars in the service department. Everyone including the service department and techs just standing/sitting there with no customers or cars to work on. There was no one in the parts department, only the parts person. The sales people stood around too! Yet no one answers the phone to assist you?

I did speak with Dave the Service Manager. I was not impressed. I asked him why is it that no one answers the phone? I said you can push any number and no one answers, no one helps you! He told me he was upset about the conversation I had with the guy that called me back the previous day and I had an attitude. I questioned that guy as to why he could not help me and both the man I spoke with and the service manager were upset! His demeanor was so unprofessional. What an attitude to be a manager in that position working with the public. No apology whatsoever and no explanation as to why they do not answer the phone. He could care less. He is not a customer service person. I was blamed that no one called me back because of my attitude, it was all my fault. I spent one hour trying to reach someone there and yes, I was upset. I did tell him he was an [censored] and of course that proved his point. That spoke volumes right there. I was the one at fault, the customer! There was no apology, how can we help you? I did say no wonder you have no customers and walked out.

That place has a poor reputation and I can see why. I did talk to one lady and she told me her husband went to KIA and was not impressed! They go to Nampa. Now I know why! But it was immediately obvious that there is no business and they do not care. And it looks like I will go to another place also.

Sincerely,

Valerie