Sport Mazda - Service Center

Sport Mazda responded

Katie, please accept my apology. If we did anything to make you feel that you were being taken advantage of, it is unacceptable. I have read your review several times and talked to everyone on my staff that was involved and want to assure you there was no intent to do anything other than make sure you were aware of everything that may adversely affect the safety and performance of your vehicle. I read reviews every day where customers, both men and women, praise Rob for the excellent job he does in keeping them informed about the condition of their car. We do not make the final decision as to when and whether a customer has a recommended maintenance performed, but we do take care to make sure any possible problem is brought to their attention. It is our responsibility to do so. I can understand that you had doubts about the replacement of the air filter. But the dirty filter you saw for another customer may have been because they did not service their car quite as often as you do, or they drive many more miles than you. One of the reasons we provide the replaced part to our customers is because we want to be as transparent as possible with our service. After having seen the replaced air filter if your husband feels that it was not necessary to replace, I will be happy to refund the cost to you. To us it is a matter of trust between our customers and this dealership and I do not want to do anything that would adversely affect that. I am not sure about the throttle body cleaning issue but I assure you both servicewriter and technician agree it was necessary at the time of your service. If the issue is one of cost, I can assure you that Sport Mazda follows price guidelines established by Mazda for each service item and the cost is based on time, parts and labor. Parts may be small and inexpensive, but the time and labor required to clean and replace may warrant the charge. I am so happy that you had coupons from Sport Mazda available to cover about 20% of your costs. The part of your review that causes me the most concern, is that you feel Rob, because he was a man, was able to recognize that you were a woman who did not know anything about cars, and you felt he took advantage of you. Believe me, if I thought for a minute that Rob would have done that to one of our customers, he would not be here. But I looked through all his reviews and surveys and found no other reports or issues like that from any female customer. Just the opposite, I found many that talked about how they appreciated his professionalism and concern for customers and their cars. Please let me assure you that whether you are a man or woman does not make a difference in our assessment of the services we offer to a particular customer. I am so sorry that you feel it is necessary for your husband to handle car maintenance issues. I would encourage you to give us an opportunity to reestablish your trust and convince you that you and your feelings are very important to us. I want you to feel entirely comfortable with us and have no concerns that you will be treated any way other than with the greatest of respect. I would like to personally meet you the next time you require service and introduce you to the Service Manager and others who are here to make sure you get the best service possible. Please let me know how we can begin to repair your trust. Email me at sportmazda.owners@gmail.com. I will look forward to hearing from you and want you to know that I am personally involved in making sure our customers are treated as well as they deserve. Thank you, Jay Mealey

Sport Mazda responded

Some people don't understand that Rob and his technicians are obligated to make sure you are aware of anything that could affect the safe operation of your vehicle and do a complete inspection on every visit to insure you know. Rob does a great job of caring for you and your car and we thank you so much for recognizing that and letting others know. I really appreciate you as a customer and I am so glad you came to Sport Mazda. Jay Mealey, GM/Partner

Sport Mazda responded

Thank you for the review. It is hard to make an oil change sound great, but you were able to do just that. I know that Rob and I really appreciate your kind words and are happy that you are happy with the service visit. I promise you that we will try to keep providing the great service each and every time you visit. Thank you again for your business. Jay Mealey, GM/partner

Sport Mazda responded

So happy that Rob and his service team were able to provide you a great service experience. We believe all our customers deserve that experience. Thank you for your review and look forward to serving you again. Jay Mealey, GM/partner

Sport Mazda responded

Joe, Thank you for the review. So glad that our service team was able to resolve your issues. Between Ellie and Donny, you had two of the best working for you. Look forward to serving you anytime. Have a great day! Jay Mealey, GM/partner

Sport Mazda responded

I am really happy that Ellie is your servicewrtier and that she provides such excellent service for you and your car. She LISTENS! And, she makes sure the technicians understand all of your needs. That way you get the great customer experience you deserve. Thank you and have a wonderful day! Jay Mealey, GM, Partner

Sport Mazda responded

Thank you so much for this review. We are proud to have you as a loyal customer. I know that Donny really appreciates your kind words. I promise you that we will continue to care for you and your car to the best of our abilities. Thank you again and we are so happy you are in the Sport Mazda family. Jay Mealey, GM/Partner

Sport Mazda responded

Thank you for your review. Donny is a great servicewriter and enjoys making sure his customers needs are met. I don't know how he does it, but he has a knack for remembering customers and cars. I am sure he is especially remembers great customers like yourself. Thank you so much for coming to Sport Mazda. Jay Mealey, GM/Partner

Sport Mazda responded

It are the unexpected visits that make the difference between good and great service. Ellie and her team of technicians will always be here to help you on those expected and unexpected visits. We are so happy that your visit went well and we appreciate you taking the time to write. Have a wonderful day! Jay Mealey, GM/Partner

Sport Mazda responded

Glad we could be of service. Ellie is a genuinely nice person and she understands that what the customer needs comes first. Our technicians try very hard to inspect every car and make sure it leaves in as safe a working condition as possible. Welcome to Florida and we look forward to serving you and your Mazda for years to come. Jay Mealey, GM/Partner