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Nelson Mazda Cool Springs

Franklin, TN

4.3
1,491 Reviews
We'll make a believer out of you!
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7104 S Springs Dr

Franklin, TN

37067

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Showing 1,491 reviews

July 24, 2024

The dealership knows how to sell you a car. Will help you add up peripherals like floor mats and oil changes added to your car note. Now, both of which are MUCH more affordable locally, or on t More

by SHDWFX2000
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
No
Employees Worked With
James Dixon
1.0
This rating includes all reviews, with more weight given to recent reviews.
Clayton Mullen
1.0
This rating includes all reviews, with more weight given to recent reviews.
Jul 24, 2024 -

Nelson Mazda Cool Springs responded

Good morning, I am sorry you are going through this and I am willing to help and partner with you on the issues of the car. Unfortunately, you have declined just about everything we have ever recommended from our shop. We only recommend what the Manufacturer requires. I will be more than happy to revisit all of the declined services with you for a better understanding. When can we connect on the phone or in person? You may call me anytime to discuss. James Dixon General Manager 615-892-0063

Jul 24, 2024 -

SHDWFX2000 responded

I do appreciate your willingness to help after again, I initiated the communication (please see above). You are right in saying (now that I assume you bothered to look at my service record and folks reading this review, please note I agree, I didn’t do ever single thing they recommended. If I did, I’d spent 2 grand on average every 6k miles) that we denied all services recommended by the manufacturer. Though cabin filters and the other dozen things (brake pads, rotor, tires which were all replaced immediately after those service visits. Because they were declined doesn’t mean they weren’t done) a visit that really don’t pertain to the obviously faulty differential. We don’t have to revisit anything about declined services. And the manufacturers recommended services are like expecting me to go to a doctor for every runny nose that I could take care of myself. I am curious however how many lube jobs and cabin filters you yourself has had done on your own vehicle. As a matter of fact, I believe when we bought this CX-9 you had been driving it yourself you a while. You (or whichever manager had been driving it) left a pocket knife in it. Nothing special, but let me know if you’d like it back. It’s still where it was left. But thank you for responding to this review within an hour whereas we have waited for a response for almost three weeks. We are both school teachers (special education) and school starts in less than two weeks. If we had had better communication and just a clear understanding immediately that you would not live up to the powertrain promise we could have initiated something in a more timely fashion. Your service manager has still not come through on that quote for services promised two weeks ago, but he has said several times that what we were quoted labor wise was a little high. But still nothing in writing. I do enjoy working with you all. I love (well, loved at this point the CX-9) and the Mazda 3 we bought from you. Heck, if you offered to split the cost on services, I’d be coming back for another vehicle in the next couple of years, but this is a mess that has essentially ruined the summer. The powertrain warranty was something your dealership stood by. It’s why I came back the second time. And would have a third and forth in time. You’re 50 miles away, the Mazda in town is 5 miles away. Your service and ultimately your word were why we made the day trips. I just tried to call (twice), but it went to voicemail. Which the mailbox hasn’t been set up yet. As that you pointed out my shortcomings publicly and I have accepted a portion of it, would you care to argue about where your dealership failed on my end for the public?

July 19, 2024

Stopped into the dealership to test drive a Mazda. We decided to test drive and were asked for our license and insurance. We were then asked to sign electronically in order to test drive. We were no More

by BadNelson
Recommend Dealer
No
Employees Worked With
Morgan Carr
Jul 25, 2024 -

Nelson Mazda Cool Springs responded

We're sorry to hear about your experience and would love to get to the bottom of it with you and see if there is something we can come up with to turn it around for you. Please feel free to contact us directly or let us know the best way to contact you and we will reach out.

January 26, 2024

I've bought a lot of vehicles in my lifetime. ..more than 30. I'd call myself an "expert" at doing car deals. I'm realistic and don't come in trying to low ball a dealer...profit is not a dirty wo More

by chadhargis
Sales Price Transparency
Trade-in Experience
Purchase Time
Finance Experience
Recommend Dealer
Yes
Employees Worked With
Colin Lacasse
Jan 27, 2024 -

Nelson Mazda Cool Springs responded

Thank you, Chad, for taking the time to leave us this excellent five-star rating. It's great to hear that we were able to get you exactly what you needed. Our goal is to make sure everyone who walks through the door leaves happy. Congratulations on your new purchase, Chad! Thank you for choosing Nelson Mazda Cool Springs. We look forward to serving you in the future.

November 15, 2023

Paulina met with both my wife and I twice, both times on a Saturday (due to my wife's work schedule), and each time did a wonderful job explaining our options. Once we decided on and purchased the 2023 CX- More

by Cliff McNally
Sales Price Transparency
Trade-in Experience
Purchase Time
Finance Experience
Recommend Dealer
Yes
Employees Worked With
Paulina Paul
5.0
This rating includes all reviews, with more weight given to recent reviews.
Nov 15, 2023 -

Nelson Mazda Cool Springs responded

Cliff, Here at Nelson Mazda Cool Springs, customer satisfaction is our #1 priority. We always do our best to make sure our customers leave with the car they desire! Congratulations on your new 2023 CX-5! We are glad to hear you enjoyed your experience working with Paulina, and it was a pleasure having you at the dealership. We appreciate your review!

July 05, 2023

There was no haggling, Gabriel was with us every step of the way, never once refusing anything we asked. He actually remained an hour and a half past closing time to get us closed and on our way. More

by Dchrist
Sales Price Transparency
Purchase Time
Finance Experience
Recommend Dealer
Yes
Employees Worked With
Gabriel
Jul 06, 2023 -

Nelson Mazda Cool Springs responded

Thank you for sharing your experience with us! We're happy to hear it went well and hope you enjoy your new vehicle. We truly appreciate your feedback!

April 26, 2023

I recently had a problem with service department. A family member took my car in for an oil change, and it was recommended that the engine air and cabin filters be changed. I had changed the cabin fi More

by Eliot
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Pete Lasalandra
Apr 27, 2023 -

Nelson Mazda Cool Springs responded

We're sorry to hear about your experience and would love to get to the bottom of it with you and see if there is something we can come up with to turn it around for you. If you don't mind me asking, what is your first and last name so that we can check our system and review your deal? If you'd prefer to speak on the phone or via another forum, please feel free to contact us directly or let us know the best way to contact you and we will reach out.

October 29, 2022

The General Manager, James Dixon, is capable of lying straight to your face. When we arrived at the dealership, James clearly stated he would honor the Ford Motor employee discount. He said they could no More

by jamescchappell
Recommend Dealer
No
Employees Worked With
James Dixon
1.0
This rating includes all reviews, with more weight given to recent reviews.
Oct 29, 2022 -

Nelson Mazda Cool Springs responded

James, We have already addressed this misunderstanding. I apologized in the way I communicated this to you and JP. I will be more than happy to discuss this further. Please call my cell at 918-892-4833. We never want anyone to feel like they have been lied to. It has never intentionally happened before. We honor our customers and I want to make this right. Please reach out to me as soon as you can. Respectfully, James Dixon General Manager 918-892-4833

September 28, 2022

The Nelson Mazda Cool Springs location was friendly and welcoming and my Client Rep, Ian Conner, was VERY patient with all my questions and if he didn't have the answer right away, he always got back to me More

by atrent0416
Customer Service
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Ian Conner
Sep 30, 2022 -

Nelson Mazda Cool Springs responded

Thanks for sharing about your experience with Nelson Mazda Cool Springs. We appreciate your business and hope to see you again soon!

January 31, 2022

The dealership was awesome to work with, we only had to deal with one person from start to finish. Their sals staff worked on no commission, so they were not pushy on trying to make a sale, it really made More

by tfrazier21
Customer Service
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Adam Day
Jan 31, 2022 -

Nelson Mazda Cool Springs responded

Thank you for choosing Nelson Mazda Cool Springs, your feedback and rating mean a lot to us. We're glad Adam was able to help, and we hope to see you again!

December 07, 2021

Love Nelson Mazda! I’ve bought my last two cars here and will buy my next car here too. More

by Suzanne.rich
Customer Service
Recommend Dealer
Yes
Employees Worked With
Can’t remember his name, but he took me out to test my cruise control on the road. Very nice young man
Dec 08, 2021 -

Nelson Mazda Cool Springs responded

Suzanne, Thank you for your business and this review. We're happy to hear our team was able to serve you and demonstrate our commitment to great service. If there is anything we can assist you with in the future, please let us know.

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