Koons Mazda of Silver Spring

Reviews 3

TI

Tiana Janelle

**** Update ***** After posting my experience with this dealership I was contacted by a Customer Relations Director named Carol. She apologized for my experience and was very understanding. Im happy to know that Carol and a service Manager named Mark will personally help me on my next visit. Like I said Im a very patient person and I dont mind putting the money into my car. I also want to buy a Brand new Mazda next year and I will be sure to contact them. **** Orginial Post ***** I have Mazda 6 I bought almost a month ago from a auction.. I knew it needed some work , so I took it to this dealership after seeing it had good reviews.. Im very patient and I dont mind putting the money into my car. My past two week experience with this dealership is irritating.. I went there first for a key related issue, but before hand I called and made a deposit for a new key. When I first walked in one of the service advisors looked liked he didnt want to be there and he just had a careless attitude. He sent my mom and I to the waiting room , where we waited a little over 30 minutes before my mom went to go ask questions. The guy forgot we were waiting in there and didnt even apologize. A new service advisor named " JJ " helped us and he was awesome. We had problems getting the key , because my ignition mightve been changed ,but the guys made it work. Upon looking at the receipt we were charged for two keys instead of one and told to come back on a business day to get a refund. I had already left my car there, because it needed more work, which I didnt mind. On a Monday when I went back to get my car and refund, I was told I couldnt get a refund, because it wasnt their fault. REALLY !. meanwhile the service advisor that was helping us literally walked off and then disappeared without saying anything and just handed my papers to another advisor who saw the problem and helped me get back my refund without a problem. Today Febuary 22, 2016. I took my car back to this dealership. I failed my emissions test, because my computer wouldnt read and luckily we got JJ again whos a really good service advisor. He said the process would take two hours and I said ok. Some other things popped up that needed to be fixed , so I didnt mind waiting for that to be done either . I had three family members with me, two were little children. They offered to take us to get something to eat and pick us right back up. I called to let them know we were ready and they said he was on his way. " THEY LIED " 1 hour passed and we were still waiting. I called back numerous times before someone answered the phone and told us he was coming. Another 20 minutes passed and nothing. Always awesome JJ called me and I told him what was going on and he said the guy was picking up other customers, but they failed to tell us that before we went. I was given the drivers number and his words were " I didnt know you guys were ready, they just called me a couple minutes ago " .. REALLY !!!!!!!! . I was also irritated because I left the car seat in the drivers car , we were told he would be right back. I paid for a cab to get back to dealership. I only have about four more things that needs to be done to my car , but I will be driving out of my way if I have to , to get better service. The only service advisor I would seek help from at this dealership is JJ.

EV

Evan Jacobs

Update: After posting this review, I was contacted by the service manager Mark. He apologized for my experience and asked me to bring it back in for a second look, no charge. He also provided a free rental car for me when I brought it back. It turned out that a bad antenna was the problem with the car, but there were actually two trunk antennas, and they accidentally replaced the wrong one. Im not happy that I had to bring it back in again, but I think Mark was very professional and did his best to make things right after the initial blunder. It looks like I will be bringing my car back here again for a second airbag recall soon. I originally had rated this one star, but since my issue was fixed at no charge, I was provided a free rental car, and I think Mark did his best to make things right, I have raised my rating to 3 stars. Original post: I had a bad experience at the service department here during my most recent visit. I have a regular mechanic, but I had to bring my car here for key-related work that could only be performed by a Mazda dealer. I was having an issue with my keyless entry system and immobilizer when I brought it in. They told me replacing the key would fix my issue. After replacing the key, the immobilizer was fixed but the keyless entry still didnt work. They told me an antenna needed to be replaced to fix the keyless entry, so I paid for that too. When I went to pick it up, the battery was dead so I couldnt test it before I left (they had to jump the car). I gave them the benefit of the doubt when they said it was fixed, but that was a mistake. As soon as the battery had charge, I noticed that the keyless entry was still not working (I had spent $700 at this point). It took 3 days for me to get my service adviser on the phone and ask for my money back on the antenna and the faulty diagnostic for the issue. 5 days later, Im still waiting on him or his manager to get back to me. I also took my car here to get the airbag replaced during the airbag recall, and it took 2 weeks and 2 trips to get that done, but at least it was free. I declined some additional service they tried to sell me because I thought was unnecessary, but I guess thats not unusual at a repair shop. The one good thing about this dealership is the courtesy shuttle; the drivers are very nice and they have always known how to get to where I needed to go without me giving them directions.

DE

Dee Kubovic

I have never written a review for anything, but Rick Sanchez of Koons Mazda Silver Spring (also licensed at Koons Ford) changed my mind because he deserves the accolade. I am not a car person and I needed a car. I envisioned slick-talking pushiness from cutt-throat car salesmen that do nothing but intimidate. I found nothing of the sorts at Koons Mazda. I am truly thankful that Rick Sanchez greeted me at the door of the dealership with a smile and an ease that really shaped the experience. I had a small list of wants and Rick listened and guided. The test drives (both Mazda and Ford) were informative and effortless. When I settled in on a car (Mazda 3), I then had to decide options. Rick was extremely patient and insightful and stood in 30 degree weather as I moved back and forth countless times between the Grand Touring and the Touring because I couldnt figure out the interior I wanted. He never pushed the $2000 more Grand Touring on me. He sat patiently waiting while I made the decision. When it came time to negotiate, I was presented with a more than fair offer, corroborated by car buying sites. Because everything was going effortlessly, I became overwhelmed since the experience was so different then I anticipated. I requested time to think about my car-buying decision and was granted on the spot with the quoted price guaranteed. When I returned to seal the deal, I met with Hassan Mansour for financing and was greeted with the same informative, but not pushy options and felt confident with my financing decisions. Because I was coming from out of state, it was best that I obtain my license first to make registration easier. They held the car for me no problem, and I was going to pick it up on the weekend. Impending blizzard hit, and when I inquired about how I could pick up the car and get it to the underground reserved parking I had lined up before the snow, Rick Sanchez offered to pick me up from the metro, and thats exactly what happened. He picked me up at a metro,15min from the dealership and I drove my new car home before the snow fell. Awesome! It was a wonderful experience through and through and gives me hope for future car buying experiences! But only if Rick is retired, because until then, hes my car guy and I have no worries if Im working with him!