McDonald Mazda West

Reviews 3

KA

Kathleen Gesterling

The service department at Mazda of Lakewood is quite unhelpful! Six months ago the front wheel bearings on my Mazda 3 needed to be replaced. I took the knuckles off the car and brought them into the service shop to have the old bearings pressed out and new bearings pressed in. With the parts already off the car, this job should have normally taken 30-45 minutes. However, they spent 2.5 hours completing the work and charged me $250 for labor. They showed me that the hubs had slight "damage" on them - some strange light score marks - appeared to be superficial. There was absolutely nothing said verbally or documented on the receipt that said that the service and parts warranty would be NULLIFIED because of the damaged hubs. I obviously would have had the hubs replaced if I knew that the new bearings they just pressed in were not under warranty considering this was the second time I had to have them replaced in two years. Two years prior to this, I had a problem with the same right front bearing. I took the hub/bearing combo off and had McDonald Mazda in Littleton press it. The service department there told me that the hub was bad and needed replacing. From their advice, I had them replace the hub. It took them under 15 minutes to press in and out the new hub/bearing combo. Because it was so fast they only charged me for the parts. So, I have experience with the amount of money and time the actual bearing pressing should have taken from a Mazda service shop. (Not all Mazda dealers are created equal!) This week I was having problems with my ABS system and found that the problem had to do with the wheel bearing. Since I got the new bearings at Mazda of Lakewood and had the service department press fit them, I called to get their service and parts warranty. I talked them into giving me a free brake diagnostic check. When I brought the car in, Devin told me that since the old receipt said “hubs damaged” the warranty was voided. They NEVER told me this detail six months ago and nowhere on the receipt is this policy stated. They were absolutely unwilling to budge and would not give me any discount to redo the bearing job that they botched. Devin appeared to not care less about me or the sub par service his shop was providing. Mazda of Lakewood overcharged me labor fees on a job that should have been very quick. Not to mention I was waiting for almost 3 hours for the simple job to be performed. They apparently botched a routine job and caused my wheel bearing to fail only six months after replacement. Even after they botched the job they will not take responsibility for it and will not honor their warranty. At no time did they warn me that the warranty would be nullified. Their customer service is horrendous and their poor attitude is only amplified by the fact they are unwilling to work through issues like these. I highly recommend going to ANY other Mazda dealership!

JO

Joan P.

Edit on 4/19/17: I seem to be on a roller coaster ride with these people...first they provide good customer service, the next, they disappoint. The latest was when I scheduled to take my car in for the 42,000 mile service. As in the past, the service department told me I wouldnt get charged for my oil change thats part of the service since I was grandfathered into free lifetime oil change when I bought my car. WRONG! They charged me anyway, but I didnt find out until my SO brought my car home and I saw they charged me for the oil change. Long story short, the service manager (Jai) argued with me that what was on the invoice was not the usual oil change, but a premium one. He thinks I was born yesterday. Anyway, he said he would credit it back to my credit card, but he never did. The dealership just got sold and these new people they hired are liars. Not only that, the service people Ive dealt with who normally were nice in the past,, seemed all jaded and had a bad attitude. They told me that the new owner will probably not honor the lifetime free oil changes. This left a really bad taste in my mouth and its highly unlikely Ill buy another Mazda. Edit on 3/7/17: After talking with Jake Marquez, he agreed to cover some of the cost of my new seat heaters (only about 30%) and did provide a loaner car. I still think seat heaters should last longer than 3 years, but at least the dealership took some action and redeemed itself. However, I also dont think I should have to call 4 or 5 times to get someone to address our issues. Prior review: Service is great; Sales and Management not so great I bought a 2014 CX-5 from this dealership - my sales experience was average. Since then Ive taken my car to the Service Department, which has been great, esp. the last few years. At the time I purchased my car, I requested after market seat heaters be installed. Unfortunately, they contracted with a company (ATD) whose product only lasted 3 years. Since they were just out of warranty a few months, I was told Id have to pay around $400-500 for new ones to be installed. I dont think I should have to pay $500 every 3 years for seat heaters! I tried to call the dealership twice and my partner called twice as well to see if they could help us some how - perhaps get a discount on new ones since they were the ones to select ATD. We talked to several managers including Phil and Todd. Despite their assurance of returning our calls, they never did and so not only did they totally ignore us, they wasted our time as well. And yet, I get calls and pre-approval letters about buying a new car from them - NOT! I will NEVER buy another car from this dealership knowing how terrible their customer service is once you drive the car off the lot.

ST

Steve Adams

My partner and I are in the market for a CUV and the CX-5 is on our list. While were still about six months out from purchasing, the lure of a $25 Gift Card for a test drive made us decide to trek across town. We set up an appointment today and spent a couple hours there. Im going to break this review up into two sections. Brett - who deserves 10 Stars, and the Dealership that gets 4 Stars (more on that in a bit). Brett - The sales person we originally had an appointment with was working another deal, so he introduced us to Brett. As others have said in their Goggle Review, Brett was the consummate sales person (buying a car would be a MUCH better experience if all sales people were like him). He heard the qualities we were looking for in a car, and got us into a Grand Touring Technology CX-5. He was wonderful showing us the features of the car, and facilitated a nice lengthy drive for both of us up into the mountains and back down. While he did his due diligence to ask what he could do to get us into the vehicle today, he didnt push. He gently pointed out the awesome features of the car (which we didnt argue with) but did so in a way that we didnt feel like we were idiots if we didnt buy on the spot. Were looking forward to cross-shopping this vehicle with others. We *think* were going to find that its going to be the cheapest for the amenities, best gas mileage (go SKYACTIV!), and best performance. Unfortunately, even the top trim line was lacking in some features wed love to have. But, having the lowest price and most options isnt something that go hand-in-hand. You will not go wrong by seeking out Brett at Mazda of Lakewood the next time youre shopping for a Mazda. We live two miles from another Mazda dealership, and well happily drive the 20 additional miles to buy from them! Dealership - 4 Stars going to this dealership for two reasons. First, when we pulled up there was a drove of sales people standing outside the front door. While I know Mazda of Lakewood isnt the first dealership to use this obnoxious tactic, you feel the pressure from the second you pull into the lot. And, youre barely out of your car before someones walking up to you to see how they can help you. Too much, in my humble opinion. Second, we tried to get the General Managers email address and Owners email address to send a kudos to management about what a wonderful experience we had with Brett. After asking several times, neither email was given. We had to post our thoughts on Google Review and Google Review only. I dont understand that business model, but oh well.