Southern States Mazda - Service Center

Southern States Mazda was the worst experience of my life at a service center. I would also give it less than one star if I could. They robbed me of a whole day. I had an appointment at 10 am. Two hours late at a service center. I would also give it less than one star if I could. They robbed me of a whole day. I had an appointment at 10 am. Two hours later, I asked about my car, they hadn't started on it. I left with my car, I will never go there or ever recommend them ever, also, I will never buy a Mazda again. The reason for my going there was for a recall More

Absolutely terrible service department and customer service department. Would highly recommend taking your vehicle somewhere else. service department. Would highly recommend taking your vehicle somewhere else. More

Michael king was horrible in the dealership service center…very upset with everything Cooperate did attempt to make things right….. center…very upset with everything Cooperate did attempt to make things right….. More

I had a 2021 mazda3 manual transmission, I ran into an issue with clutch recently and approached this service center, who replace the clutch system, battery and battery plug ( total cost $4500) and said a issue with clutch recently and approached this service center, who replace the clutch system, battery and battery plug ( total cost $4500) and said all are required. Since the entire clutch system replacement, gear shift has become a problem suddenly gear shift does not work. I took to the mazda service center and asked to diagnose the issue and the person in the service center (not a technician) drove the car for 0.5 mile within the parking lot (almost stalled the car 3 times during that drive) and says there is no issue with the gear change and when I requested for a proper technician to talk to he said all the technicians are busy (though I have reserved service on that day). I took it to another auto service center and they confirmed there is some issue with the clutch and I should take the car back to the service center. Now the service center is not answering calls. More

The service department's practices at Southern States Mazda made me feel deceived into signing off on service that I was never provided a complete, written estimate of the sum of all costs for, as requir Mazda made me feel deceived into signing off on service that I was never provided a complete, written estimate of the sum of all costs for, as required by NC state law. The only specific dollar amount I was informed of before repairs were completed was the cost of parts, around $330. The NC Motor Vehicle Repair Act states "When any customer requests a motor vehicle repair shop to perform repair work on a motor vehicle, the cost of which repair work will exceed three hundred fifty dollars ($350.00) to the customer, the shop shall prepare a written repair estimate, which is a form setting forth the estimated cost of repair work, including diagnostic work, before effecting any diagnostic work or repair. In determining under this section whether the cost of the repair work exceeds three hundred fifty dollars ($350.00), the cost of the repair work shall consist of the cost of parts and labor necessary for the repair work and any charges for necessary diagnostic work and teardown, if any, and shall include any taxes, any other repair shop supplies or overhead, and any other extra services that are incidental to the repair work." The first time I was informed of the specific cost of labor/taxes/shop supplies was when service was complete and the service advisor was requesting payment of $812.69. This practice felt manipulative and deceptive. My original Google review was taken down by the GM, consumer protection facilitated communication that led nowhere, and Southern States utilized their lawyer to make me feel belittled, gaslit, and steamrolled in small claims court. A tactic I also felt was utilized by the general manager. In small claims court, the service manager said he did not even know the NC Motor Vehicle Repair Act existed until I informed him. The onus to honestly inform the customer of total costs prior to work being completed is on the business, again, as stated by law. The law exists for a reason, so customers are able to make informed decisions based on honest, transparent communication. It is clear their practices feel deceptive, manipulative, and wrong to customers: their closest geographical competition, has 0 complaints and 5 stars on BBB, while Southern States of Mazda has 15 complaints just within the last 3 years and the lowest amount of stars. Do better and be better. Your practice has an impact on peoples' lives. More

I wish I could give this "service" department no stars. I bought from and went to Cary Capital Mazda for 5 years, so I'm used to good service. I was trying to save gas and time, as I drove past this ser I bought from and went to Cary Capital Mazda for 5 years, so I'm used to good service. I was trying to save gas and time, as I drove past this service center to get to Cary Capital. At this "oil change" they found problems with the front breaks, i ok'd that and i asked them to replace the wiper blades - i bought some earlier and had them in the front passenger set. Yesterday was the first rain, and what do you know?? It was NOT replaced, same issue in the same place, so I called the "service" department. We arranged for me to take in my car the next day and they would replace the wiper. I went over and guess what? The person sitting at the desk called someone, apparently the girl I talked to the previous night, and when she got off the phone, she said that the blades had been replace but that the new blade must have been broken. Funny it's broken in the same place in the same way and on the same side. Also, they told me the front brakes needed correction...how do I know they fixed my brakes if they can't do something so simple as a wiper blade? The person at the service desk gave me no help whatsoever. She just looked at me when I asked what could be done. She shrugged her shoulders and said nothing. I will not go back to this "service department" and I'm hoping to help someone out there to NOT have this experience. If you must go to a dealership for service, go to Capital Mazda in Cary. They are service oriented and professional. More

The service department of Southern States Mazda is an utter disappointment to say the least. I had my car there 4 months ago for new tires. They put on the 4 new tires and failed to tighten 5 of the 6 lu utter disappointment to say the least. I had my car there 4 months ago for new tires. They put on the 4 new tires and failed to tighten 5 of the 6 lug nuts on one of my tires causing a terrible rattling. I tightened them myself and took the car back to get it checked out and tightened again. I decided to give them another chance and just yesterday took it because of a clunking sound in the front end. They told me it was a tie rod that came loose and happens if you don't get an alignment done often. Keep in mind that I was there 4 months ago for the new tires that came with an alignment. After complaining, they gave me the alignment for free and fixed the issue. Along with this, they gave me a quote of upwards of $3000 worth of issues that should be fixed soon. They said my brakes were almost due to be changed and rotors were warped. So, I took my vehicle to another location to get another evaluation, not telling them I had just taken it to Southern States. They did their evaluation and said everything looks good, all brakes are in great shape and there are no issues other than an oil change being needed... If you're looking to spend money on things you don't need, go to Southern States Mazda. They are sure to fabricate issued to increase their paycheck. More

My 2013 Mazdaspeed 3 has always been very reliable. A month ago, it sputtered and died, so I had it towed to Southern States Mazda. When I had filled it with gas the previous day, the gauge did not m month ago, it sputtered and died, so I had it towed to Southern States Mazda. When I had filled it with gas the previous day, the gauge did not move, leading me to think there was an issue with the sensor. When it stopped running, I assumed a more significant problem with the fuel system. I explained this situation in detail to the service advisor when I dropped off the car. Southern State's diagnosis was to replace the fuel pump, which cost roughly $800. The repair took almost two weeks. When I picked the car up, the gas gauge still read empty. I thought that was odd since I had delivered the vehicle with a nearly full tank. I asked to speak with the technician who had done the work. When he arrived, I asked if he had drained the tank to replace the pump. He replied that the car had an empty tank when he started working on it. Apparently, in a moment of distraction, I had not filled the car as I thought I had. Nonetheless, I had explained the situation carefully to the service advisor. They were fully aware that I thought there was an issue with the fuel system. Yet, I was not informed during diagnosis or repair that the vehicle had arrived with an empty tank. I only learned this by asking the technician directly. Unfortunately, there is more to the story. Upon receipt of the car, I noticed a strong gas odor. I again dropped the car off with Southern States. I was told the technician had damaged the gas tank during the previous unnecessary repair. The tank would have to be replaced, which took another week and a half. After the second repair, I instructed Southern States to deliver it to another mechanic. This mechanic checked their work and found system codes concerning the fuel evaporation canister. The car now stumbles under wide-open throttle and requires further repair, which I do not trust Southern States to perform. It's been over a month since I entrusted Southern States Mazda with my low-mileage, well-maintained, dead-reliable car. Rather than charge me for a simple diagnostic, Southern States took advantage of my confusion to advise an unnecessary repair. Their actions constitute fraud, Unfair and Deceptive Trade Practices, and violate Article 15B, § 20-354.8 of the North Carolina Motor Vehicle Repair Act: "It shall be a violation of this Article for any motor vehicle repair shop or employee of a motor vehicle repair shop to do any of the following: (3) Misrepresent that certain parts and repairs are necessary to repair a vehicle." More

Not the honest and customer oriented dealership I knew In short, the new management (Pat Gomes) at Southern States Mazda exhibits lack of care for his customers by not following up, ignoring communication, In short, the new management (Pat Gomes) at Southern States Mazda exhibits lack of care for his customers by not following up, ignoring communication, and misleading customers rather than providing honest, reliable information. On 5/22 Pat Gomes said he'd get back with me by 5/27 regarding a feature the dealership never included in my car but should have been per the sticker label. For over a month I called and reached out with I reached out with 4 emails and never heard back. Although I was being directly and repeatedly ignored by Pat, who promised prompt help, I remained hopeful and went on site to speak to Pat Gomes directly. When I did, Pat simply gave me the standard Mazda customer service phone number, stating that I would need to speak with them and they would then speak with him to get this issue resolved. I did question the validity of his statement since that information would have been an easy resolution to provide during the 5/22 on site conversation or in response to any of my emails, but I remained hopeful and trusted Pat. Unfortunately, that trust was misplaced. After 40 minutes on hold with Mazda customer service spoke to Pat Gomes and he told them that, despite seeing the feature listed in my MSRP sticker, that he would only help if I were to provide proof of having reached out about the feature shortly after the purchase date. The Mazda service rep informed me that honoring the goods purchased is entirely up to Pat / the dealership since the warranty would cover malfunction rather than warranty and that Mazda could recommend the Pat how to treat customers but cannot force them to do so. Not only did Pat mislead me by saying Mazda had final say, he also wasted another hour of my time rather than having an honest conversation with me while I was on site. Reaching resolution required a lot of time and effort and could have been avoided with some basic customer service training. I do not consider ignoring communication and misleading customers to be a quality and admirable customer experience. It's certainly one will opt out of in the future and will advise others to do the same. More

Southern states Mazda has my respect and gratitude. Since the COVID-19 situation, they came to pick up my car, service it and brought it back. I can't thank you enough! the COVID-19 situation, they came to pick up my car, service it and brought it back. I can't thank you enough! More