Wayne Mazda - Service Center

Unprofessional, money making racket When I asked a few people at the Wayne Mazda dealership about who the general manager is or boss/supervisor, or the dealership owner is, they refused When I asked a few people at the Wayne Mazda dealership about who the general manager is or boss/supervisor, or the dealership owner is, they refused to point me to the name. This in itself makes this dealership appear like they are out there to hide something and take advantage of customers who want to file a complaint.  My husband and I bought 2 Mazda cars last year, and your sales person Peter requested us to come back at a later convenient date to install Apple Car Play, as it was not available at that time as yet. It was delayed and hence a part of the deal was they will install it at no additional charge to us, since every other car brand was already offering it and we would have gone to them if not for this particular promise that he made to us.  When my husband brought his CX3 in for service, they stated that this promise wasn't written in the contract, however they will honor it since it was a part of the deal they promised. And at that time he also mentioned that we bought 2 cars the same day, and they double confirmed that they will honor it for my car as well.  When I brought my CX5 in today, they said the same thing - it is not written in the contract, however, the service desk said they cannot honor it - since it is not in writing. I asked to speak to the manager - and they brought Nick DiPiano out to the reception area of the service center.  I want to let you know that Nick's treatment of me and my issue was absolutely unacceptable, including the way he spoke to me, his demeanor and conduct - verbally as well as physically. Just drawing on some (non-exhaustive) examples: 1. He stood with one knee on the chair next to me, defensively and rudely - which in itself is unprofessional for an employee of his level, also arrogant2. His only statements to me when I raised the issue was 'I cannot install car play for you'. 'I will not install car play for you'. This was after I had to stop him from cutting me out when I was talking MULTIPLE times. Every time i tried to explain the history above to him, he blatantly and arrogantly cut me out without letting me speak and finish 3. His tone was rude, cold, unsympathetic and worse than arrogant (also seen in his body language) 4. When I asked if he could escalate the matter and if we could speak to a senior supervisor, his response to me was "I AM the boss, there is no one above me. It is me and the owner, there is no one you can escalate to". Having been a group lead at Bayer and other large corporations for several years, it is astonishing to me that Mazda would hire a person who is the lead for 'servicing' stating such ignorant college-level statements. Every corporate has a group and leadership structure, and having this level of arrogance and ignorance, and stating it to a customer is simply appalling. He needs to go back to get his basic education, and gain a lot more years of experience before being put in front of a customer. He is certainly far from demonstrating any leadership qualities. 4. When I asked what the name of the boss is (even if it would be the dealership owner), he plainly refused, and said 'I wont give it to you because I don't have to'. 5. Above all, through this entire chain of conversation, I am struggling to find ONE statement from the so-called leader around here, that is pointing to listen or even try to resolve the issue at hand, let alone being respectful and having basic customer service orientation.   I don't care about the money as much as I care about the principles. First, my husband and I went all in, and purchased not one but two cars in 1 day, fully trusting Mazda's ethics when they promised us to install the software at a later date as a part of our deal. We have come out feeling like a big dealership such as yours is out there to make money by charging us for this after promising otherwise, and take advantage of customers and get away with it. Even if that wasn't the case, if your sales rep didn't document everything in the contract that he agreed to, how can that lack of competency be passed on to the customer?  Second, as a customer and someone that stands for principles, I would not be true to our society if I didn't escalate this behavior from Nick DiPiano to you. It is shocking to me that Mazda would hire an employee with the lack of basic capability and immaturity as in what we say in Nick DiPiano today, that too into a leadership position.  As a customer, I am going back feeling Wayne Mazda stands for poor customer service, and is fraudulent given they are not honoring things they promised their customers at the time of purchase, and take advantage of customers by having such people for customer service. While in the mean time that I wait for my apple car-play issue to be resolved, I certainly am going back feeling disappointed and cheated, and hope this kind of customer service is a one-off issue and will not repeat with any one else.  After Nick DiPiano turned his back and walked out on me after his last statement in point 4 above, I asked to speak to someone in sales that I can escalate to. Your sales manager Ray Mosquera has taken note of this, and is in the process of trying to get my car-play installed. He was sensitive and mature in handling me after this terrible experience.  More