John Kennedy Mazda

John Kennedy Mazda responded

We are delighted you had a great experience with our service department. Our team at John Kennedy is thrilled. We look forward to serving you again in the future. Thanks again, and Enjoy Your Ride!

John Kennedy Mazda responded

Ahmed, we’re sorry, but we can’t offer you a loaner vehicle for the weekend before your Monday appointment. We have current customers that have these vehicles slated for them. You’ve also been here two times, and those repairs did not fall into the category of a loaner. Both repairs were finished on the same day. We’re also confused about your claim of rudeness. Our Service Advisor was courteous and apologized for not being able to offer you a loaner ahead of your appointment. We ask that you keep your appointment on Monday so we can show you that we do not conduct business in the manner your review states.

John Kennedy Mazda responded

Kathleen, we're sorry our decision upset you; however, we cannot give you a loaner a full day before your appointment. We have to serve other customers that need loaner vehicles and are currently getting service done. Our loaner fleet is being utilized at 100% of its ability, and it's just impossible to make an exception for you. Since your repair requires a third party to address it, we are at the mercy of their schedule, which is why it needed to be Thursday. Our Service Advisor offered to explain to your supervisor why we couldn't make your service visit on your non-work day, but you refused. If you can reschedule for a day that works better for your work schedule and it coincides with the third-party vendor's schedule, we will be ready with a loaner car for you.

kathya40 responded

There would be no day of service that would work. You are making your bad third party chose my problem. You also need to stop talking to me like am a 12 yo.

John Kennedy Mazda responded

Faith, we hear and understand your and your husband's frustration. We're sorry we could not agree on the final price you wanted. Market conditions have changed things dramatically in the last few months where. We cannot present the same offers we did two months ago. Lease rates have jumped higher, making it more expensive to lease compared to just a few months ago. The used car market has quieted down where trade values that the market boosted a short time ago are now settling down. We have always tried to offer what our customers need as far as price, but we are faced with what the market is offering at that time. We know you didn't get a chance to speak to our General Manager, Mark Iatarola, so if you desire that, he can be reached at 610-270-8117. He does not want to lose you as a customer, and hopefully, he can help you come to an agreement.

John Kennedy Mazda responded

Sam, we have our Service Director working on a solution for you with this. Please know that we have no authority to grant a waiver with your Mazda warranty if it is repaired outside Mazda’s requirements. We are assured of that by our Mazda District Service Manager and we’re all confused why you were told otherwise by someone at Mazda. We are doing everything in our power to get your daughter’s CX-5 back on the road. We please ask for your patience. Our Service Director is working on this while on his Christmas vacation. That is the kind of dealership we are and we think you’ll find that out soon.

John Kennedy Mazda responded

We understand the frustration you have for this issue with your CX-9, and although you may feel we did not care, that is simply not the case. Our General Manager did have three conversations with you based on phone records. These conversations centered around our efforts to work with Mazda to get you the Mazda employee pricing on top of the $1000 under-cost offering our General Manager wanted to extend to you. Mazda turned down our request for you to receive the special pricing because their records showed you never serviced your CX-9 at an authorized Mazda dealer in all of your ownership. It may not seem that we tried to help you, but we did our best to help you out of this unfortunate situation in the parameters we had to work within.

DA responded

No one ever followed up and told me that Mazda denied the special pricing request, so its good to finally find that out through this medium. Thats not normally how customer service works. And I definitely had the CX9 serviced by Mazda dealerships, including yours. There were recalls and other maintenance performed and I have the paper records to prove it. So maybe you need to check your system again or maybe you are lying, but check it out. I'm happy to send you copies of the records if that makes you feel better but regardless, that does not have anything to do with Mazda and Ford turning a blind eye to a poorly designed and manufactured engine. The water pump issue is well documented and the least Mazda and dealerships could have done was to alert owners to have the water pumped checked before catastrophic failure. You may think you helped me, but what exactly did you do? Sold me a piece of junk and offered an old rental Mazda for me to buy. Yeah, thats real helpful.

John Kennedy Mazda responded

Gene, we love your review! Thank you for taking the time and posting it. We wish you many happy miles in your new car and Enjoy Your Ride!