Noah Matson | Page 5

Russ Darrow Metro Mazda responded

Thank you for bringing this to our attention, and we'd like to learn more about your experience. If you'd be willing to provide more information about your visit, please send us a message with your contact information so that we can reach out. Our goal is to make sure everyone who visits the dealership has a top-notch experience. We're sorry that we didn't meet that goal in this case and we'd love the opportunity to get more details to see if we can turn this situation around for you. Jalen Moore jalen.moore@russdarrow.com

Russ Darrow Metro Mazda responded

Providing a positive experience is our top priority, and we're sorry that we failed here. We'd love the opportunity to discuss your visit in greater detail and clear up any issues we can. If it's possible to talk about your experience one-on-one, Peggy, please reach out to us directly to let us know the best way to contact you and we will reach out. Jalen Moore jalen.moore@russdarrow.com

PEGGYRODRIGUEZ2000 responded

The manager, Cory, finally contacted me Monday about finding a car comparable to my car. Unfortunately, he wants me to do another credit application and I do not want another credit pull on my account for an inconvenience not of my making. I'm happy to talk with you if you'd like but I don't see any resolution to this problem short of replacing my car with a comparable car using the same loan. The mistake was made by whoever did the car inspection prior to me buying it. I'll continue to drive the loaner through June until my car is fixed which doesn't give me much faith in the service department of Mazda. You can email me at this address or call at 262-751-6095. I still have not gotten an answer from Noah about documenting that I did not get delivery of my car and that the inspection was not reliable and valid.

PEGGYRODRIGUEZ2000 responded

Hello - maybe you didn't get my earlier email. Please call me at 262-751-6095. They expedited the part and I got the car last week. As soon as I pulled it into my garage that same night, the windshield washer fluid warning light was blinking. I called Mazda many times asking for Robin or Corey to return my call. Of course, never heard from them. Then I called Bruce, in Service, who is the only one who every answers my call. He told me to bring it in Saturday to get topped off. I can't believe that I bought a car that supposedly had been inspected and signed the inspection form yet the seat was broken and the windshield wiper fluid wasn't topped off. Especially after it had been in your service department for a month. I brought the car in on Saturday, which I shouldn't have had to do by the way, and was told that the reservoir is cracked. How could that have missed your supposed inspection?? So now I was told by Corey, who has been unhelpful all along, that I should take my car, and when the part is in, supposedly Tuesday, they will switch cars with me. So now I'm driving a car with no windshield washer fluid. Corey, who promised me he'd call me on Tuesday, and then told me he doesn't work Tuesday, says the part will be in. He told me he'd text me the number to reach him on Saturday, and even after I texted Robin that I hadn't gotten the number and asked her to remind him, I still haven't gotten that number. So I have no way to get a hold of him. I have Robin's cell phone number and will be calling her since no one ever answers at the main Russ Darrow number. And no one ever responds to messages. I have been talking to my friend who worked at Russ Darrow years ago and has years of experience in the car industry, both in sales and finance, and he said that he has never heard of such a poor buying experience. I'm expecting a response from you by phone or email or I will respond to the emails/texts that I keep getting to write another negative review. This car and the people involved have been unhelpful, dismissive except for Bruce Carrick in service.

Russ Darrow Metro Mazda responded

Thank you for your review. We're sorry you didn't have a better experience, and we'd like to address these issues with our team. If it's possible to discuss this matter in more detail, please send us a message with your contact information so that we can reach out. We strive to make sure that all of our customers leave happy, and it's disappointing to learn that we missed the mark here. Jalen Moore jalen.moore@russdarrow.com

Russ Darrow Metro Mazda 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 as quickly as possible. If you would be willing to continue the conversation, we would appreciate the opportunity to address your concerns. Please let us know the best way to reach you. Jalen Moore jalen.moore@russdarrow.com

Russ Darrow Metro Mazda responded

Thank you for this feedback. We're very sorry to see that you didn't have the best experience at our dealership. Would you mind sending us a message with your contact information so we can learn more about your visit and address your concerns? While we're disappointed to learn that we didn't meet your expectations, we'd love to try to turn things around and make sure the same thing doesn't continue to happen. Jalen Moore jalen.moore@russdarrow.com