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On 1/5/2014 I was driving to work in Florida at 6.10 am. I am a nurse who works a twelve hour shift so I need a reliable vehicle. I have a Mazda 2013 cx5. Suddenly the car loses traction and the TCS light came on. The vehicle shut down totally. I call Mazda roadside and they sent a tow truck. The tow truck finally reached me at 7.23am. Needless to say I had to call in at my job. My car was towed to Lou Bachrodt Chev/Mazda . I received a call from the driver in about ten minutes saying the dealership was closed (Sunday) and he will have to store the vehicle, but would drop it off first thing in the morning. I called Mazda towing to verify and thought ok, the next day being Monday, it will be dealt with. I obtain a ride back home and secured one to work on Monday. I was scheduled to work for the next three days. Comes Monday, I started from 7.38am calling Mazda to ascertain that my car was "dropped off first thing in the morning." Needless to say, until 10.17a.m all the personnel I could get ahold of was the operator who kept apologizing and sending me to various extension including Rebecca's (service personnel), Harris, service manager and Michelle Service relations manager. In between taking care of my patients and getting a run around..inclusive of calling the tow company,Mazda roadside, I finally had to resort to Mazda's Head office/ customer experience at I was told my situation would be looked into and Ben would get back to me. I never got a verification about my car being there until 1.34pm that day. Next I was told by Harris that they are going to diagnose the car. My next communication with them was at 2.27pm when I had to call back to find out what was going on. Needless to say Ben from corporate called back to say he spoke with Rebecca and was assured that my car was being diagnosed and someone from Lou Bachrodt would call as soon as this was done. This was at 4.58pm. At 5.10pm I received a call from Rebecca telling me the same thing. She also explained that it was beginning to look like it was a transmission problem and it does take long to diagnose. Also that being a new model with this kind of a problem, Mazda Head/engineering has to get involved. I was told too by Rebecca, that at that time of the day, the person from Mazda engineering who supposedly signs off on this kind of work was not in office and it would be tomorrow/Tuesday. I got a ride home this day and secured a ride to work for Tuesday. Meanwhile, I am a single mom. My daughter catches her bus at 5.10am two blocks from our house. On Tuesday, in Florida the temperature was 49 degrees. I had to walk her to the bus stop, then walk back home. Tuesday began with the same scenario. The constant back and forth, calls...meaning I am the one calling to make inquiries. I went through a bag of frustrations and no answers again on Tuesday, until I again went back to Mazda's corp. Ben told me the only thing he could do was to authorize a rental. OK. When I spoke with Mazda Lou Bachrodt, I was told they could come and pick me up at work, get me a rental. However, Rebecca could not guarantee what time the driver could pick me up as he has another pick up. I reminded her that I would need to have a specific time in order to have another nurse cover my patient. I would use this time as my lunch hour, as I do not leave work until 7.15pm. The mazda dealership closes at 6pm. I was told again no guarantee, and "what else do you want me to do, I am trying to help you." This from Rebecca. Then of course she told me, It was my responsibility to get to the dealership, and also to pay the down payment on the rental along with the coverage for insurance per day, if my car insurance does not cover it. At this point I am past frustrated and I am furious. I had a new car because I needed something reliable. I don't see why I should incur more expenses having a new car with a transmission problem, and no one taking responsibility. Needless to say Wednesday came, and it was the same crap. I pretty much give up on Mazda by now, cause I was pretty much told am on my own. They acted like they were doing me a favor to get me into a rental which I will end up spending money for. On Wednesday Rebecca told me the parts were ordered, and my car might be at the dealership from a week to two. Again, I inquired "and what do I do for transport." She again "reassured" me that she can do me the favor of getting me in a rental where I will be responsible for down payment etc. So again, I secured a ride to and from work. Today, Thursday, I still do not have a concrete time as to when I can expect to have my car back. I called Ben at head office. Of course I am quite angry. Who would not, with the runaround I have been getting?! Meanwhile this morning, I called again, spoke with Rebecca who told me, that my car was being worked on. I asked the question, when? She said before 5pm. Hello, so there is another maybe. At 2.39pm today, I received a call from Rebecca telling me it does not look like it is going to be completed today. There was a particular part needed, and was not in, then. What! Meanwhile back to Ben at ext 1141. He put me on hold then hang up because I had the nerve to be very angry that since Sunday until Thursday, I have been stranded without my car, which is "NEW." I have no rights to expect great customer service, therefore I should be grateful for the handouts...that was the gist of what I was being told from Rebecca and Corp. Rebecca again, "sorry, I can't help you further." and Ben, "You are responsible to get yourself to the Mazda, and pay accordingly to the rental company's rule. This is the last time am going to talk to you to have you curse at me." He then put me on hold, then hang up. At 5.07pm am stuck at home, no car, no means of transport, not a word on what or when to expect some positive news about my vehicle. This has been by far the worst service from anywhere or anyone that I ever had to face and I only wished I never had to deal, see or have anything to do with the name MAZDA ever again. At this point, I don't even want to hear the name. My vehicle is still there, and I resigned myself to getting back a patched up car. If this is the service given to a life person, what kind is going to be given to a machine. My faith in anything Mazda, people or product has been killed.


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