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Thomas .

South Wales, NY

06/11/2025

Inept/Incompetent Service

As the owner of a 2019 CX-9 Signature, my vehicle was the unfortunate victim of a design flaw that resulted in a cracked cylinder head that required the removal of the engine for repair under a TSB warranty issue. I was reluctant to have the work performed, but had no choice. At my first appointment, I was greeted By Mike the Service manager. He used a derogatory slang of my name as the initial introduction. I countered by stating that a man of his stature could be pounded in the ground like a tent stake. Needless the say, I wasn't impressed. Things went downhill from there. They put my vehicle on a lift, confirmed my assessment, and scheduled the service once parts were received. I was assured Joe, their ACE Technician would be performing the work. Well, a 2-3 day job stretched to 11 days as they allegedly received the wrong head bolts. Once the job was completed, the ACE left off the positive battery cover, only to have me find it missing. Back to the dealership. The vehicle immediately developed an oil leak that required at least 10+ visits to service department. They couldn't find the leak, blamed it on residual oil left on the block. I had to power wash the engine from the underside to remove the coolant stains in an attempt to provide a clean surface to find the leak. They added leak dyes to the coolant and the engine oil. I was becoming more frustrated when I discovered the transmission oil pan was dented from the engine removal process. Carelessness on the part of the ACE. In their attempts to find and fix the leaks, I was provided with three more loaner cars as mine was out of service for multiple days/visits. In their attempts to fix the leak, they removed and resealed the engine oil pan, and the valve/cam cover. The oil pan was replaced, then the transmission pan on another visit. Still leaked. On visit 10 or 50. I lost count, my Mazda dripped on their tile floor in front of their eyes. I had to park the vehicle on cardboard at home and twice, power washed my driveway with Dawn to remove the oiled stains. Finally, they found the leak, the crank seal in the timing case cover, or so they told me. Another few days without my vehicle. Fixed, but highly disappointed with the inept/incompetent service. No quality control, no quality assurance. No care for the customer.
Fast forward a week later, a noticed a small dent on my lower driver's door that probably resulted from opening the door into the two-post lift in the service department. Nothing else could dent the door in that location. Forward to a year later. I removed the engine shroud to replace the spark plugs as I had no faith in going back to the dealer. Low and behold, five bolts were missing from the heat shield at the back of the engine and for the coil pack rail. Nice job ACE. This shows the lack of attention to detail and the lack of care for a customer's vehicle. Needless to say, I will never go to Towne Mazda again and will discourage anyone from patronizing that dealership. In my opinion, the two people I called out in this review should be terminated. Undue costs were absorbed by the dealership and ACE probably lost money on the continued repairs that were beyond the scope of the TSB. I DON'T LOVE MY TOWNE!

Alex D. from Towne Mazda responded on 06/17/2025 10:23 AM

Thank you for your feedback. We've reviewed your concerns with our service team and records. While we strive for excellent service, we recognize there were some communication and process issues during your visit. We've made improvements to our quality control procedures since then and appreciate your input as we continue working to serve our customers better.

Sincerely,
Alexander J. Downing

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Thank you for the fantastic review! We're thrilled to hear you had a "zoom zoom" experience with Joe. Our team is here to make every drive as exciting as possible. Come back anytime for more great adventures! #TowneMazda #ZoomZoom

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