I Finally decided not to buy Mazda again and went for Nissan, great communication at all times even from their head office. Following are details of Mazda.
My experience with Burlington Mazda Dealer, Ontario Canada was horrible and Mazda Corporation backed up their dealer. I figured out - Mazda mottot is - "dealer sales come first and not the customer". Their service is horrible. Beware before you do business with them. Below is the letter I have sent to Mazda Canada Inc. with no resolution:Sent: Friday, February 16, 2007 12:16 AM
To: MCI - Customer Relations
Cc: paict@ford.com
Subject: Unbelievably Frustrating Dealer Behavior
Hello,
I request that this email be reached the president.
Incident Location (Dealer): Burlington Mazda, ON, Canada
Date: February 15, 2007
On February 13, I left my Mazda 626 LX, 1998 with the dealer to do an inspection and quote me on the price of handbrake cable installation. So they did. They let me know after thorough inspection that it's going to cost me $121.00. Based on this quote, I agree for them to start the work. After a few hours I call them to know the ETR. They informs me at that time that they don't have parts and it's taking longer than budgeted time, so they will have to charge me more. I express my concern, explaining to the girl, they should honor their quote. She mentions that I will have to talk to the manager who was not available that time. So, I told her when I go to pick up the vehicle, I need to talk to him and they should continue the repair work. They did not mention the price at this stage.
On February, 15, when the job was done I wanted to talk to the manager at the pick up. Again the service manager was gone, when I had a talk over the phone around 3:30 PM. So at 5 pm when I was there to pick up my car, I see that I was charged for $231. So, I spoke to the sales manager.
I explain to her that when I received a quote from dealership, it is a legal binding to honor the quote. You cannot tell me after a few hours that the price may increase. I took my decision to give you the repair business instead of giving it to someone else based on your quote. So what's the point of a quote if you cannot honor it. While doing a particular mechanical job, it may take less than expected time or may take more than budgeted time. If you can finish the job early that becomes your profit and you don't charge the customer less. If it takes more time that becomes an opportunity cost to acquire the business, you took that risk while provided the quote.
It appeared that she did not comprehend anything that I explained and your sales manager tells me that I am not using my common sense. Great! what a manager to speak in that fashion. I am going to make a purchase decision for a newer vehicle which the dealership know very well, but it does not appear to have any influence on the behavior of the sales manager.
I am very disappointed. I have given a good amount of repair business to Mountain Mazda when I lived in that area. After my move, any repair work done by Burlington Mazda was not satisfactory. Their attitude is very frustrating. Attitude goes a long way in terms of business. But Burlington Mazda just do not have it.
I consider this incident as extortion and even though I did not hesitate to pay as soon as I arrived to avoid any nasty arguments, I firmly believe that this information should reach media and public.
I fully understand your frustration with Mazda. My wife and I had a similar experience the dealership in Chattanooga, TN. About one month before our wedding the transmission went out on my fiance’s car (a Mazda Protege’). We took it to the dealership to have the work done. They said that they would replace it with new one which they had to order. When my fiance called them about a week later they said the supplier had sent them the wrong one and they were waiting for the correct one to arrive. To our relief, we finally got the car back the week before the wedding.The day before the wedding my fiance and I had to drive to Dayton, TN to return the vehicle she had borrowed to drive to and from work to it’s owner. I drove the Mazda and she drove the borowed vehicle, We returned to Cleveland, TN where we were married without incident and we thought everything was fine.After the wedding rehearsal, I kept the car and took it to a car wash to clean it up for our honeymoon trip.The next morning I left early to get to the church to get ready. About an hour latter my dad found me and said there was a large puddle of transmission oil in the driveway where I had parked the car the night before. When we checked the transmission fluid there was nothing showing on the stick. Even though we put new fluid in we obviously could not take the Mazda on our honeymoon, and seeing there was not enough time before the wedding to arrange for a rental car, we were snookered out of leaving the wedding in a decorated car.While we were gone on our honeymoon, my dad had the car towed back to the dealer and they told him they could not find anything wrong with the car and that it was ready for pick up.When my wife and I returned from our honeymoon, my stepmother took me to the dealer to pick up the car. To my dismay they said that they found the problem and that it would then be another week before they were through! They claimed that they had told my dad that they had found the problem, but when talked to my dad later he said that they had done no such thing.After more agravating run-a-round the dealer finally got the problem fixed. However by that time my wife and I had decided when it came time to replace the Mazda we were going replace it with something other than a Mazda or anything that was sole by that dealership.We now drive a Toyota Echo and have been very pleased with the service of the dealership and the car itself. Because of this experience I cannot recomend any Mazda product.Consider yourself warned.