ReScore Reviews™ (4)
Thank you for your positive feedback! Im glad that you enjoyed working with Chad and Joe on your new CX-5. We hope you enjoy it, have a nice day!
Thank you Melanie!
Thank you for the 4 stars. I'm sorry the tech did not check the tire pressures. It is normally a standard procedure at Mazda. I have spoken with him and also put a note in your file to make sure this is done every visit. Again I am sorry for the inconvenience. Dawn KrugerDawn Kruger
Thank you Lynn! Im glad that you enjoy working with Chuck. Enjoy your new vehicle!
Thank you Mark!
Fast forward several years to now. I called Towne service because of my check engine light going on and off. I spoke with Dawn who told me I could bring it down and she would loan me a car. I was shocked how convenient Dawn made it for me....I didn’t expect to be able to bring it down immediately as it was the end of the workday but I did just that.
It was a simple repair but due to ordering a part and I guess the 4th of July holiday they had my car for a week. I had a fully loaded CX-5 loaned to me. Of course they do that so you fall in love with the vehicle and hopefully purchase one of your own! It was a great vehicle to drive for the week and yes I got a little attached to it!
I plan on returning to Towne Service and hope the good service continues!
Thank you for your review Laura! Im glad you were able to have a better experience with us this time around. We look forward to working with you again!
Thank you for your review Robert!
Thank you for your review!
Three Visits Ago: I came in for a standard oil change. I scheduled a 7:30am appointment but wasn’t let into the building (the garage door didn’t open) until about 7:45. There was major construction going on in the building, so there wasn’t a set waiting area and knowing where to go was confusing. I predicted that things weren’t going to go super smoothly so when I waited over an hour for the work to be done, I let it go because i figured they were going through a transition and these things happen. Not a huge deal.
Next Visit: I schedule an appointment for 7:30am on a Monday morning for routine 15,000 mile maintenance. The shop is dark and the first person doesn’t let me in until about 7:50. There is another walk-in who comes insides with me, and by the time I give them the keys and sit down it’s past 8:00. The maintenance takes an over an hour and a half, and in between I’m brought my air filter and upsold into replacing it (they even left a small leaf on top of it to make it look “dirtier” lol). At that point I just wanted to get going so I had it replaced so I wouldn’t have to do it again for the rest of the lease. On the customer satisfaction survey, I bring up the fact that they may not want to continue scheduling 7:30am appointments if they don’t seem to open until closer to 8:00. I get an e-mail back stating that the service shop does indeed open at 7:30, but to avoid coming in on Monday mornings because it’s a busy time, and sometimes they don’t have enough staffing! Strike 2.
Next Visit: Because of my last service visit experience and that e-mail, I purposely schedule my early morning appointment (for just a regular car inspection) on a Tuesday. This time, someone is there, and they let me into the garage right at 7:30. A good sign. I’m handed a pager and told to wait over in the waiting area and they’ll let me know when they’re done. 30 minutes go by... 60 minutes.... it’s coming up on 90 minutes and I’m wondering why it’s taking so long for just an inspection. I finally walk back over to the service desk where there’s a group of employees chatting and nothing seems to be going on. The gentleman who checked me in notices me walking up and tells me they’re all set. I inform him that the pager never went off, and he said something to the effect of “oh, that’s why we haven’t heard from you.” No one bothered to check the waiting room to see why I was still there, or check after I didn’t respond to the page. If I hadn’t taken it upon myself to see what was going on, who knows how much longer I would have sat there. Strike 3.
I’ve worked retail before, so it takes quite a lot for me to write up something like this. I understand companies and people have bad days, and things happen out of employees’ control (that’s also why I didn’t make a big scene at the counter this last visit even though I was pretty mad). However after three straight poor visits I’m pretty much done. I only kept giving them a chance because I didn’t want to have to bring in receipts at the end of the lease to show the maintenance. My wife, who also owns a Mazda, has also noticed a downturn in the Service Center since they renovated. Needless to say, I won’t be leasing a new vehicle from them when my current lease expires.
Good Afternoon, Thank you for taking the time to respond. I am sorry for the poor service you have received. I have had some turn over, which makes some things difficult. Please accept my apology and understand I am working on fixing your concern. I have installed a free oil and filter change with a rotate in the computer with the hope you can give us another chance for your next service. Thank you again, your comments help us improve our processes. Dawn Kruger
Thank you for your review!
Thank you Jeanette! Was a pleasure doing business with you!
Thank you Larry!
Thank you Eugene! Have a nice day!
Thank you Jim!
Thank you Anne! Have a great day!
Thank you Laura! Im glad you enjoyed your experience with us. Have a great day.
Thank you for your review! Have a nice day.