Southern Mazda Newport News

Abusive Finance Manager Hyman Brothers Mazda, Newport News, Va 10NOV2017 2011 Toyota Tundra • Stock # : 169229B • VIN : 5TFHW5F16BX181579 To Whom It May Conc Hyman Brothers Mazda, Newport News, Va 10NOV2017 2011 Toyota Tundra • Stock # : 169229B • VIN : 5TFHW5F16BX181579 To Whom It May Concern; My wife and I visited your Newport News location on Friday, November 10, 2017 to see the above listed vehicle. Mike Saab helped us out and took us on a test drive. We liked the vehicle and enjoyed our interaction with Mike. He was very pleasant and answered all of our questions as well as he was able. When we got back, he took all of our information and started to process everything so we could purchase the vehicle. Sung-Ho Lee came out a few times to talk to us as he was processing the financial part of the transaction and he had some other questions for us. Time was running a little late and we offered to come back another day to complete the paperwork if he needed more time. At 7:30 PM, Sung-Ho asked us to make a $1000 down payment since the cashier was going to be closing at 8. My wife started to go over to make the payment but then stated that we had no idea what the terms of the loan were and that we did not even know if he was able to get the loan. So she sat back down and we continued to wait. As it was taking a while for Sung-Ho to get ready for us, my wife decided to make a call to our insurance company to see how much it was going to run us to add the truck and remove our trade in. While she was talking to them, Sung-Ho came out to get us and told Mike that he was ready for us. When he noticed that Susan was on the phone he went ballistic on Mike and yelled at him. “I told you to keep them off the xxxxing phone!” “You do this every xxxxing time!” “Get them in here!” Mike came out and very politely asked if they (insurance company) could call us back. He was definitely embarrassed and ashamed that we had heard such an interaction. My wife cut the call short telling them that she would call back later. As she stood up she looked at me with disbelief and asked, ”Did I just hear that?” I said yes and that I would just like to leave. I handed her my key to our car and told her to wait outside. She told Mike that we would not do business with a man who treated another person the way that Sung-Ho was treating Mike. I told Mike to get me the other key to our car and I sent my wife out to our car to wait for me. Mike apologized and was trying to smooth this over but I was having none of it. I told him to get me my key and he was not argumentative about it at all. I really appreciate that he did not try to pressure us into staying. He is a credit to your company for his ability to keep his cool and recognize when the situation cannot be turned around. When Mike brought my key out he apologized and shook my hand. I told him that if we ever returned it would only be if we were able to close the deal without Sung-Ho Lee. Sung-Ho Lee is a disgrace to your company and should never be allowed to be in charge of anyone. He insulted Mike by implying that he failed to keep us off the phone. Mr. Lee needs to understand that I pay this phone bill and he has no right to tell anyone to keep me or my wife off of our phones. Especially when the information we were trying to get directly effects the long-term cost of owning the vehicle we were trying to buy from your dealership. Mr. Lee was out of line for that. His conduct towards Mike is reprehensible. Cursing at an employee should never be acceptable. The manner in which he did made my wife and I feel as though we were threatened. We offered multiple times to come back at a later time. There was no pressure from us for him to stay late or rush the financing. But he still made us feel as though we were inconveniencing him. On Saturday, November 11, 2017, Mike Saab called us back. He spoke to the manager, Josh. Josh had offered to complete the paperwork for us so that we would not have to deal with Mr. Lee. After mulling over the details of the financing offered we decided that it was not in our best interest at the current time to pursue this purchase. Mike has been wonderful and I appreciate the offer of assistance that Josh has extended. However, I would not wish for anyone to have to deal with Sung-Ho Lee if our experience with him is typical. More

Employee Reconition I will say this and I'm sorry I hadn't thought to do this in the past since *Cleon Skinner* became your Service Advisor. In my opinion he should be th I will say this and I'm sorry I hadn't thought to do this in the past since *Cleon Skinner* became your Service Advisor. In my opinion he should be the *Service Manager*, after all that is what you are wanting from a satisfied customer. He customer relations and assistance is very professional, and very courteous. If there is a question that I may have about my vehicle the answer that he gives me I trust he knows what he's talking about, and won't just or hadn't just given me any answer. He has given me his honest opinion on the subject matter. If you must know he is a valued asset to the Mazda team on Jefferson Avenue in Newport News Virginia. This Employee Reconition also is for a gentleman by the name of *Andrew* not sure of his last name Sincerely Ms. A. Richardson CX-7 Mazda 2007 More

Great service!! Great service, and great dealership. Bought my mazda 6 gt at this dealership at the best price I could get from any dealership in the tidewater area. Great service, and great dealership. Bought my mazda 6 gt at this dealership at the best price I could get from any dealership in the tidewater area. And since then the service dept has been 100% responsive and professional. They are the best. Of specific mention are Cleon Skinner in the service dept, and Thomas the service mgr. Great technical knowledge and matching customer service. Totally on my side in any issue...complete trust and confidence in them. More

Horrible Customer Service Our sales representative was awesome. Mike was polite and easy to work with. We tested their CX-9 and a Santa Fe. We liked the CX-9 more so we went ba Our sales representative was awesome. Mike was polite and easy to work with. We tested their CX-9 and a Santa Fe. We liked the CX-9 more so we went back to close the deal. We wanted the car for 30K and told them that up front so they started to try and work a deal. Their finance guy Sung Ho came out to talk to us. He started talking about trying to finance through their banks and I stated that I did not want to do that and he threw the paperwork he had on the table and acted like a 12 year old. He was completely rude for no reason. He wouldn't even tel us their offer with or without financing with them. We tried to work things out even though he acted the way he did with Sales rep and asked to talk to the manager to work things out. The manager Josh was the same way and was rude and tried to even charge us more than what Sung Ho was going to offer us. This dealer has horrible customer service and treat their customers like trash if you don't want to finance through their affiliated banks. I highly recommend you shop elsewhere. More

Best in customer satisfaction Friendly, professional, and extremely knowledgeable. Answered all questions and made us feel welcomed. Fantastic service department thanks to Cleon Friendly, professional, and extremely knowledgeable. Answered all questions and made us feel welcomed. Fantastic service department thanks to Cleon Skinner. Sales department lacking somewhat and location is hard to see from Jefferson Avenue. More

Don't get your vehicle registered through the dealership Don't expect the dealership to call you and let you know your plates and registration came in. After contacting them after several weeks about the is Don't expect the dealership to call you and let you know your plates and registration came in. After contacting them after several weeks about the issue they told me they would send the plates to my address that day. One week later I call again and they tell me the plates are still at the dealership and that they would send them out that very day. Apparently this is how Hyman Bros conducts business with the men and women in our armed forces. More

Outstanding service--as always! I have always gotten great service from Hyman Bros for my 2010 Mazda 5. However, I want to make special mention of the service manager, Cleon. He is a I have always gotten great service from Hyman Bros for my 2010 Mazda 5. However, I want to make special mention of the service manager, Cleon. He is all about service. He kept me informed through the process, and I really feel he cared about me and the service he provided. Thank you! More

My first and last service here I was very disappointed after my recent service at this dealership. I bought my car from them just over a year ago and to keep it simple, the transmi I was very disappointed after my recent service at this dealership. I bought my car from them just over a year ago and to keep it simple, the transmission needed to be replaced, under warranty. The service to replace the transmission took over 2 weeks. Now realize I am not an unreasonable individual, I know my car was not the only vehicle in that shop and they have to juggle sometimes to get cars in and out. I'm ok with that. I had a brand new loaner and I was not suffering. However, this is my issue. When a person goes to a dealership and purchases a car, they deal with that salesman for at most, a day or two. You go for a couple of test drives, debate a color, fret over a price, sweat over financing, get carpal tunnel signing the paperwork and you're done with the office staff. Now comes the maintenance, which can be multiple times a year with oil changes and tires, inspections and etc. The service team are the ones that make or break a relationship with a dealership and possibly a brand. They broke me here. I absolutely HATE being lied to. Be honest with me and let me deal with it, don't give me the runaround, which is what these guys thrive at. Thomas would say one thing and Cleon another. In one day I had one call that said the transmission was on the truck and en route and in the same day the other one called to say it was not on the truck. Maybe next week. 3 times they told me it was on the truck and then "Sorry Mrs. Mount, that was an engine." Or my personal favorite, "It was on the truck but they were grounded due to snow." This was said to me AFTER telling me the car would be ready in 2 days. So 2 weeks and one day later, the car was ready, I was perterbed but happy to have it back, and went home. Fast forward a day or two to a puddle in my driveway. My husband calls to say the car is leaking and Thomas says "It's impossible. Can't be the transmission, it's completely sealed, there is nowhere for the fluid to leak from." FYI Thomas, if there is a way to put fluid in and flush it out, it's not fully sealed. Evidently they washed the undercarriage and that was what my husband was seeing. Over the course of another day the puddle is bigger and I call, talking to Cleon, who says exactly what Thomas said, almost verbatim, but with a laugh. He cut me off and I hung up. I should have taken it back, but I had faith in these men that do nothing all day but work on Mazda cars. Fast forward about 3-4 days. I go to work, it's pitch black and I do not notice the massive puddle under my car. I measured it. 42 inches wide by 60 inches long. It was pretty big. My husband gets in his car, drives to Williamsburg, gets my car and takes it to the dealership. Cleon wants to know if we're towing it in. Nope. This is a Saturday. No I do not even almost expect them to look at it that day. So Monday I call around 4pm and I'm told by Cleon that the car hasn't been looked at yet. Ok, I say, do you know what the leak is? No, they don't. That's all he says. I am a little upset at this point so I take a deep breath and he says, and I am quoting this part "We'll call you with an update Mrs. Mount, you know how this works." No I don't So Tuesday at 11am I have had enough and call to speak to a manager. At this point I find out that Thomas is the service manager. The same guy that told us it was "impossible" for the transmission to be leaking. End of discussion. I ask for another manager and get Josh. Josh sold us our car and when I realized it was him, I was grateful that now someone would tell me what was going on. 10 minutes later I get a call from Thomas apologizing for not getting back to me sooner, the car should have been looked at the day before, blah blah blah. Ok Thomas, what's wrong with the car? Evidently the transmission we were given was brand new, not refurbished AND it was an upgraded unit. He says this as though I should be grateful. My car had less than 30,000 miles on it. It had better be new. The clips they used were not the correct clips and the transmission was blowing fluid everywhere. Easy enough. They clean the undercarriage, find the leak and fix it. Fast forward one day. The car is not leaking as of right now. I'm driving IN TRAFFIC with my husband in the car about 3 hours after picking it up and I yell and point at the dash as the RPMs shoot up to a 6 while I'm in steady paced traffic at just under 60 miles per hour. Are you kidding me? More

Poorest Dealership I had my miata top repaired there for $460. It broke after 3 uses. Hyman dealership refused to refund my money, In fact, Hyman then gave me a $3700 I had my miata top repaired there for $460. It broke after 3 uses. Hyman dealership refused to refund my money, In fact, Hyman then gave me a $3700 quote to repair top (again). I had it repaired at Hampton Chevy/Mazda for $470. Avoid this dealership. Look for yourself. Look at their Better Business complaints as well. No one is ever at Hyman for a car repair while Hampton is full with customers. Plus the average price on the new mazdas at Hyman are about $1200 more than at Hampton (I compared CX-5s and CX-3s and MX5s). And Hyman is HORRIBLE for customer service and their word is meaningless. The poorest dealership I have ever encountered in 50 years of buying cars. More

Quick and painless Purchased pre-owned F150 and couldn't be happier with my experience. Other than the unavoidable lull waiting on finance, my experience was pleasurable Purchased pre-owned F150 and couldn't be happier with my experience. Other than the unavoidable lull waiting on finance, my experience was pleasurable, quick, and painless. My sales person, Rob Morgan, was very helpful and knowledgeable. He was courteous and ensured I was taken care of. More