Suburban Mazda of Troy

Easy Peasy Getting a new car is always exciting, but the process is something I truly dislike. However my experience at Suburban Imports of Troy made the entire Getting a new car is always exciting, but the process is something I truly dislike. However my experience at Suburban Imports of Troy made the entire process simple and pain free. I started off by utilizing the chat message that pops up when you're on the website, and a few days later I drove away with a new car. Justin Pantoya was great to work with and when teamed with this supervisor they worked their magic and got me into my beautiful new/used car. I got bought out of a lease and was not really in a good place, but they helped make it all possible and I am truly grateful! If getting a new/used car can be this easy, I will definitely be coming back in the future. Thanks again, Justin and the entire Suburban Imports of Troy team! More

Best prices, amazing costumer service, amazing vehicles Josh handled every, single, detail of the purchase with such tact and care. He handled everything in such a manner that it completely exceeded all of Josh handled every, single, detail of the purchase with such tact and care. He handled everything in such a manner that it completely exceeded all of my expectations. I Love this location, the costumer service, quality of certified pre-owned vehicles and I could not be happier with my Mazda Hatchback. Josh is a huge reason I obtained this vehicle and I highly recommend him to anyone! More

Good sales experience, utterly lousy follow-through Looking for a Certified Pre-Owned Vehicle, found candidates at various dealerships, including Suburban. Made an appointment to see James, who was dili Looking for a Certified Pre-Owned Vehicle, found candidates at various dealerships, including Suburban. Made an appointment to see James, who was diligent in prepping the vehicle for me to see and pleasant in the sales process, although I did get a whole lot of waiting for the "let me check with my manager" routine. So much for the good news. The bad: James promised to send me a touch-up pen to fix some minor paint defects. Never arrived. James promised to return the license plate frame (we swapped plates; the dealership removed the plate and the frame, then replaced the frame with a frame advertising the dealership) which the dealership had removed. Never arrived. And the kicker: Three weeks after purchase, I needed tire service. Turns out that the key for the wheel lock wasn't in the car (meaning it would be impossible to, say, change a flat). Three messages left for James went (and remain) unanswered. An online "chat" with their customer service rep promised that she would forward my issue to the appropriate department, which would get back to me. Never heard from anyone. And, when I finally just drove to the dealership service department and explained to the service rep that the wheel lock was missing, his first words to me (literally) were, "Well, I'm not going to pay for that." Finally got a replacement lock from a cooperative, pleasant parts department guy. Bad experience with one person could just be a blip. With two people, maybe more than a blip. With three people -- INCLUDING THE CUSTOMER SERVICE REP -- these guys obviously have a problem. Skip Suburban... there are lots of places to buy and service a vehicle. More

Don’t go here I have a 2018 Cx-9. I have consistent electrical issues in regards to the key fob. The car continually leaves me stranded for different amounts of tim I have a 2018 Cx-9. I have consistent electrical issues in regards to the key fob. The car continually leaves me stranded for different amounts of time. When brought into service the first time suburban replaced the key fobs battery. LITERALLY THE SAME DAY it continued. The car would not start telling me either “key fob battery low” or “key fob not detected”. I returned to the dealership for a second time and they replaced the battery again and reprogrammed the key fobs. I had to call Mazda corporate for them to do this. Now here I am 3 weeks later the car left me stranded in Detroit at 11 o’clock at night and again when I went to leave work today. I called this morning stating my issue and also informed the women answering the phone I would need a loaner as I have to drive for work sometimes. She stated she would give me a call back. At 3:30 pm she called back stating they don’t have any available loaners and don’t even have an idea of when she would have any. She couldn’t even give me an available date as to when I could have a loaner and continued insisting that I could drop the car off and wait. I HAVE A JOB I CAN NOT WAIT AROUND AT MAZDA ALL DAY FOR THEM TO TELL ME AGAIN THAT IT IS “FIXED”. I asked for a call back from a supervisor and she said a service person would call me back, with a very rude tone. I called the service department and got ahold of Steven who has been with me since the beginning of this issue. He informed me that “ we only have 5 loaners in my fleet so I’m not sure what I can do.” And told me that I can come in and sit at the dealership for an hour or two while it is being repaired. I informed him that I work and that is not an option. He told me he is going to email his boss and would get back to me shortly. I look forward to some sort of resolution. My frustration is growing as this 4 month old car has left me stranded on multiple occasions and the service department has delivered lack luster customer service and hasn’t fixed the issue. Steven is nice and seems to want to be helpful in fixing my issue, but the women that answers the phone for service should find a new job. Horrible customer service. I payed $40,000.00 for a car that is supposed to work and an accompanying warranty that is supposed to fix these issues. Get more service loaners. I will update review as this proceeds. More

Good but slow and don’t stand behind product. Went check out one and Josh B showed me others like it. Bought one but even without negotiating price it took 3 hours to do paperwork We didn’t even f Went check out one and Josh B showed me others like it. Bought one but even without negotiating price it took 3 hours to do paperwork We didn’t even finance it. I would have recommended at that point but we live 3.5 hours away and one of heated seats only works for 5 minutes and there is a small tear in rear seat wear salesman sat on test drives. They want me to spend 7 hours driving and still pay them to make repairs. No Thanks. I’ll just head across town to our Mazda dealer. Josh did a nice job but not impressed with service dept at this point. They have a great selection and the salesmen seemed genuine and helpful. Just be cautious I think it ends there and service / management wont’t help once you drive off the lot. More

Great Dealership and excellent sales representative! Jessica was informative, down to earth, patient and made me feel very welcome here. I am a returning Mazda owner and I was very satisfied with everyth Jessica was informative, down to earth, patient and made me feel very welcome here. I am a returning Mazda owner and I was very satisfied with everything you did. I also love the CX-5 I purchased. Thank you for everything. More

No Hassle Purchase I dread shopping for cars, but Justin made the experience painless. He was even able to secure a vehicle from another lot for me (I'm a Mazda Girl). I dread shopping for cars, but Justin made the experience painless. He was even able to secure a vehicle from another lot for me (I'm a Mazda Girl). The dealership allowed me to put down a deposit to hold it until my financing came through. More