Bob Moore Mazda

Bob Moore Mazda responded

Everyone in our Service Department will be pleased to read your comment. It’s a great feeling when auto service goes right, Ginny. At Bob Moore Mazda, we want every customer to know that feeling. Thanks again.

Bob Moore Mazda responded

Hello, We’re reviewing your recent service experience to understand how we could have done better. Our goal is to care for and satisfy our service customers and we’d like the chance to address your concerns. We’re confident we can resolve things to your satisfaction. Respectfully, Matlin Mixon, General Manager

Bob Moore Mazda responded

We’re happy to pass along your comments to Dale! There’s nothing better than hearing from a customer who loves their new Mazda CX-30. If there’s anything else we can do, be sure to let us know.

Crysta Culpepper responded

My name is Crysta Culpepper, and on March 20, 2023, I purchased a Mazda from Bob Moore Mazda in Edmond, Oklahoma. The overall experience with Sales Associate Mark Zachary was good. Given this is an intimidating experience for me, that is the equivalent of a 5-star rating. The experience was good until the finance portion of the process began. We had to wait for the finance person to get there since finance personnel are not onsite. When the finance person arrived, she located me by calling out my name, to which I replied in the affirmative. She did not state her name, she did not shake my hand, she did not make eye contact, she did not smile, she did not inquire of my purchase and offer congratulatory comments, and she did not thank me for selecting Bob Moore Mazda. Instead, she directed me into an office to get down to business. Upon taking a seat, I introduced my mother, stating that I brought along my “financial advisor”. Kylie Reinhardt (her name was not known until conclusions of meeting) countered with, you brought along “moral support”. Because there was no trade-in, I was putting $15,000 down and my credit rating is strong (high 800’s), the transaction was simple. It was obvious immediately that Kylie was not familiar with the sales staff; she did not know my Sales Associate, Mark Zachary, and inquired about him. I described him and his history with the dealership. She noted the fact that HE gave me a low interest rate, which was not the case but part of a Mazda initiative made available online. Not only is she not familiar with the lending staff, she is not familiar with the financing products offered by Mazda, which is astounding because she is the finance person. The acrimony started when Kylie began to go over the ancillary insurance products that are offered by the dealership. Kylie immediately stated that starting right to left, they go up in cost with the additional protection that you purchase. At that point, she had not stated what the actual payment amount would be, but I knew what it would be within a few pennies. The payment amount without purchasing any insurance products was about $500, and when ask, Kylie did provide the exact amount of the monthly principal and interest payment. The insurance products caused the monthly payment amount to increase by about half that amount to $750, or $500+$250 (1/2 $500). For the additional $250 roughly per month (numbers are not exact since Kylie did not leave us with a copy of this printout), the annual cost is $3,000 or a whopping $9,000 over the 36 months of the loan and before consideration for any earnings potential, i.e., interest or dividend income or capital appreciation, or about one-third of the value of the vehicle. That is astronomically high given that the coverage according to Kylie includes items such as a windshield with all the electronics (this is covered under my State Farm Insurance with $0 deductible) or a nail in the tire ruining the whole tire (a cost of a tire (without checking), of under $1,000). With rapid-fire succession and without providing any detailed documentation to outline what you were really getting with each additional increase in the monthly payment and to serve as the policy when filing a claim, she jetted through this presentation as if this would overwhelm me/scare me and cause me to sign the bottom line. My mom advised me against purchasing the products, to buy first one would still leave me exposed on items covered in remaining ones, and so forth and so on. Kylie immediately attacked my mother stating that she was not a party to the transaction, that my mom was “rude and disrespectful” (her exact words) because she did not let her finish her presentation; it should be noted that Kylie had already moved to close the sale. When the offer to purchase the insurance was declined, Kylie wanted to grill me personally about why I would decline such protection, as if I personally did not know what I was doing. Not that I needed to explain my decision, I nevertheless did, telling her it would make my monthly payment too high. Afterwards when reviewing the loan documents, Kylie repeatedly snatched the electronic device we had to share to prevent my mom from being able to read. My mother finally reminded her that I told her that I was her financial advisor at the commencement of the meeting, but Kylie continued to do snatch the electronic device away from my mom and shove it in my direction, and I and my mom continued to retrieve it in an attempt to share and review the documents. When I declined the insurance products, Kylie became belligerent, hostile, aggressive to the point of hateful in her spoken and body languages and began snatching the electronic device out of our hands while we were trying to review the loan documents. While I was your customer under your roof, Kylie Reinhardt was abrasively rude and hostile on a level that was unthinkable and unreal. This meeting, as already mentioned, included an attempt to review the loan documents. When ask about the arbitrary document that is part of the loan documents, Kylie was not able to explain its purpose, and combatively retorted that if I did not sign the document, that I would not get the loan. Additionally, one would think that Kylie would have addressed things like obtaining and maintaining insurance coverage on the newly purchased vehicle because most financial institutions require proof of insurance to protect the lending institution. She should have gone over what the lending institutions requires, and failure to maintain insurance results in certain actions and go over that with me: bank will force place at cost to you with no protection to you or note will be immediately due and payable in full. That was not done by Kylie, and may fall under the arbitrary agreement that she could not articulate. My financial advisor mom was the one who reminded me to obtain insurance coverage immediately, after the loan transaction was closed. Finally, I know when my first payment is due and the amount, but I am uncertain to whom I make the payment and how to do so. The meeting was concluded by Kylie without her telling me what I could expect as far as when I would be notified on where to make payments, including setting payments on automatic withdrawal. Kylie is not proficient in her understanding of loan underwriting, or she was not going to bother with us anymore. Although I agreed to completing documents electronically, I ask for a copy of all documents that I signed electronically from Kylie. She was put off by this request, and by this point I was totally flustered. I would like a copy of all documents signed or initialed by me to be sent to cecrn1313@icloud.com or paper copies sent to my home address as included in the loan agreement. I was not sure of her correct title or who she works for because there is no name plate on the desk and she declined to provide a business card when asked for one, stating that she did not have one. This is a level of unprofessionalism I have not previously encountered, especially for a key person such as the finance person. When asked her name, she stated it was Kylie Reinhardt, and hurriedly spelled it knowing that I needed to get a pen and paper to write it down. For this reason, she had to repeat the spelling of her last name again. It was like she did not want to provide her name, much less a business card. I am shocked that Bob Moore Corporate does not provide an essential, basic business card to finance personnel and require that it be given to each and every customer with whom they come in contact. During the dialogue with her, she indicated that she worked for the Bob Moore complex (more than one Bob Moore dealership-Subaru, Toyota). Kylie Reinhardt is not competent as evidenced by her level of knowledge demonstrated in the meeting with us: she is not familiar with sales staff, the financial products offered by Mazda, the actual financial documents themselves, or the loan underwriting process. I have never been treated in such a confrontational and disrespectful manner as my mom and I were treated by finance person Kylie Reinhardt. Because of her animosity towards me as a customer and to my mom as my financial advisor, I assign her, the face of Bob Moore Mazda finance, a rating of negative 5, or -5. When we discussed this meeting with the manager of the store for that day, he seemed somewhat removed. He stated that they infrequently get complaints against Kylie. The manager did provide contact information for her supervisor, and said that we would receive a survey to complete that includes a section for finance. In spite of this horrific start of our relationship, I plan to enjoy the purchase of my new Mazda. I hope that I can have a good working relationship with the service department going forward. I intend to make all payment timely and to maintain proper insurance coverage. Thank you, Crysta Culpepper

Bob Moore Mazda responded

We knew you’d chosen a great vehicle, and we’re happy you’re loving your car. Thanks again for your business and your positive feedback about Terry and the rest of the Sales Team.

Bob Moore Mazda responded

Thank you for your kind words about Nolin! There’s nothing better than hearing from a customer who loves their new Mazda. If there’s anything else we can do, be sure to let us know.

tallent.troy responded

Everyone from sales through the paper work first class in every step. Thank you so much. Bob Moore a great place to buy your next car.

Bob Moore Mazda responded

At Bob Moore Mazda, our job is to help you get what you want. We’re glad to know we were successful. Thank you for the excellent review. Stop by anytime, we’d love to say hello!

Bob Moore Mazda responded

At Bob Moore Mazda, our job is to help you get what you want. We’re glad to know Terry, Chandler, and Chris were successful. Thank you for the excellent review. Stop by anytime, we’d love to say hello!

Bob Moore Mazda responded

Cheri, we knew you’d chosen a great vehicle, and we’re happy you’re loving your Mazda. Thanks again for your business and your positive feedback about Nolin.