Empire Mazda of Green Brook - Service Center

I am writing to express my appreciation for the efforts of one of your employees, Eva Barkalow. We are repeat customers who recently purchased a new 2012 Mazda CX-9 and a 2" trailer hitch was supposed to of one of your employees, Eva Barkalow. We are repeat customers who recently purchased a new 2012 Mazda CX-9 and a 2" trailer hitch was supposed to be installed to accommodate an existing bike rack that I own. However, a 1 1/4" trailer hitch was installed by the service dept. which is incompatible with my expensive bike rack. Eva found a solution (a third party "converter") that was both economical to the dealership and fit my needs exactly. She took care of the whole process when some installation parts were missing or came in wrong. Eva kept me informed throughout the process, and showed great courtesy and a dedication to "getting things right". Eva should be recognized for the great customer service she delivers and how well she represents Crystal Auto Mall. Eva made me a very satisfied customer! Thanks More

My daughter brought the car in for service. After completing the original service work, she was told that it also needed unanticipated, significant work. The presumed cause of this problem did not se completing the original service work, she was told that it also needed unanticipated, significant work. The presumed cause of this problem did not seem correct, which was verified by an independent garage with a trustworthy reputation. At this point, Rob Avison said to bring the car back in and that he would see to it that the problem was addressed responsibly. Which is exactly what he did. As a result, we will continue to bring our two Mazdas in for service here. More

Where to begin? I bought my car at Crystal and the experience was ok. My first few service appointments (just oil changes and tire rotations) were fine, but after about a year they started pushing for experience was ok. My first few service appointments (just oil changes and tire rotations) were fine, but after about a year they started pushing for the big, several-hundred dollar services. Everything I read and everyone I talked to said those really aren't necessary, and Crystal wouldn't tell me what they actually did in the service, so I declined. They were incredibly pushy and condescending, tried to trick me into buying the service I didn't want. Over the next few service appointments, they offered a "free detailing" which was just a wash and vacuum. For a day-long appointment they promised a free loaner on the phone, but when I showed up and committed my car to them, they told me I had to pay to rent one for the day. They offered evening while-you-wait oil change services, but would run well over time. They lost my wheel lock key, claimed I must have lost it, and eventually I had to have the whole lock removed because Toyota couldn't replace the key. The people in the office would talk about me in Spanish, assuming I didn't know. The best was when I brought my car for an oil change and because the check engine light was on. I brought it in the evening and they promised to have it ready before closing. I got a ride home and they called later to say the engine light indicated a broken sensor, which would cost $400 to replace. They said if I didn't do it immediately, my catalytic converter would break within two weeks. Because of the price and my low level of trust in them, I told them I'd think about it and they should just finish the oil change for tonight. Once again they promised to call me later that night when it was done. When closing time came near and I still hadn't heard from them, I called, with no answer. Eventually we drove back to the dealership and found it completely locked up, with my car stuck inside!! I had to bum a ride to work the next day. This was all a few years ago (2001-2006) but it seems they have not changed since. Phone calls and letters to the Customer Service manager and dealership manager got zero response. A letter to Toyota corporate got a nonsensical response that there were no recalls for my car (???). So I started taking my car 45 minutes away to a different dealer for service, and despite the inconvenience, couldn't have been happier with that decision. Crystal are deceptive, pushy, rude, and seem to have no desire to actually provide service. More

I had one extremely bad experience with Crystal Motors service when I first purchased my Toyota Celica in 1990 (purchased from a different dealer). yes -- 19 full years ago -- and from reading all of the service when I first purchased my Toyota Celica in 1990 (purchased from a different dealer). yes -- 19 full years ago -- and from reading all of these very negative reviews about Crystal's service, I can see nothing has changed. I went there to have my premium sound system repaired due to a shorting out of one of the speakers causing a high-pitched squeal. Although the service department was friendly, they had absolutely no idea what was wrong, and spent a large amount of time systematically replacing each component of my system, until one of the workers found an exposed wire causing the short. BUT -- while doing the work, they CUT the wires to my alarm device, which would no longer work correctly afterwards, and all they did was give me credit for work at their shop. THEN, to top it off, knowing I would rate them badly, the repair manager offered me a free oil change if I would let HIM fill out the rating form !! (I didn't take the bribe, and actually called Toyota to complain, but they did not include the info about the bribe...). Crystal has not changed .. and I have not gone there since for service. And, BTW, my 1990 Celica is STILL ON THE ROAD !!! I love it !! More

I have been ROBBED by Crystal Auto Mall and will never purchase from that dealer again. I've purchased 2 vehicles (valued customer) from that dealership and a family member as well purchased 2 vehicles fr purchase from that dealer again. I've purchased 2 vehicles (valued customer) from that dealership and a family member as well purchased 2 vehicles from same dealership. Every time I go for service with my prepaid maintenance plan there is always something wrong and they want over $1,000. to replace. My current issue I purchased a certified 2002 Toyota Sequoia with an extended warranty. The transmission is now gone at 100,700 miles. I didn't expect for my certified and so GREAT Toyota brand vehicle transmission to be shot at 100,000 miles. Of course they tell me my extended warranty is expired at 100,000 miles and it's over $6,000. to replace. The vehicle already had over 42,000 miles when I purchased it. I've paid for an extended warranty and the manufacturers' warranty which the dealer is double dipping because now both warranties only cover 100,000 miles. The dealer sold me the warranty it was never explained I only had 56,000 miles left to go. To top it all of, the dealer is doing me a favor by giving me 10% off. How Great! Now I have to use my mortgage money to pay for my vehicle to get back and forth to work and still complete the remainder of the car payments. More

I have brought my car here for service twicw and it has never been serviced properly. I have had to bring it back because the tires were not balanced properly. They do not seem to know what is wrong with never been serviced properly. I have had to bring it back because the tires were not balanced properly. They do not seem to know what is wrong with the car and I am never satisfied that it has been repaired correctly. More

Never go there for service. Rotated tires wrong and caused my alignment to go off. Promised to do a PCM update but it was never done. Price is high. caused my alignment to go off. Promised to do a PCM update but it was never done. Price is high. More

I have taken my car to Crystal Auto Mall twice for warranty work and both times have had poor experiences. The first time was for a check engine light for a 2-3 month old car. While they determin warranty work and both times have had poor experiences. The first time was for a check engine light for a 2-3 month old car. While they determined that the check engine light was a false positive and updated the software, they also dented my car while they had it. The second time I took my car for service it was to have my display replaced because it failed to work in cold weather. Day one they determined they need to replace the display and said they would overnight it, Day Two after no part arrives they say it will be there the next day, DAY THREE when still no part arrives they tell me they have no idea when they will have the part and I should come pick up my car. When I picked up my car I spoke with the Mazda Service Manager, Carlos, in which he claimed they had no way of know that Mazda USA had this part on back order. I complained it was difficult for me to keep coming back to the deal to get this problem resolved and his response was some to the effect of "Well you don't have bring the car to us, you can go to any Mazda dealer in North America" Now fast forward a month and a half later and I'm still not sure if my display will work tomorrow morning when I go to start my car because when I brought the car back and they promised once again they would have the part, they didn't and they claimed the rebuild the display at the dealer. Only time will tell if my display will work, but I would highly recommend avoiding Crystal at all costs. These experiences make that more expensive Acura I passed up look very appealing simply for the customer service they would provide. More

The service dept of Crystal Auto Mall is a rip off. The service dept of Crystal Auto Mall is a rip off. They charged me $786.11 for replacing a (towed) 4Runner starter. After the fact I checked wi The service dept of Crystal Auto Mall is a rip off. They charged me $786.11 for replacing a (towed) 4Runner starter. After the fact I checked with Muller Toyota and James Toyota, they quoted me $435 and $555, repectively. I asked Crystal why is the excessive pricing, they say they don't have to explain to me under NJ laws. I asked them why charged me $477 labor for a 2 hour job, they said they are not required to explain under NJ laws. In short, it's a rip off, do not go there unless you have extra cash to burn. More