I bought a brand new 2018 Mazda 6 from this dealership and they talked me into the extended warranty which I paid for, it should last me until Nov 15th, 2023. I got a call from the dealership sales team around that date to see if I am interested in trading in the car and I said I would come by mid-December to look at cars. December 12th the car engine started smoking so I took it to an expert mechanic for over 30 years and said there is a faulty head gasket that cracked, and it is a manufacturer issue which Mazda KNOWs about but did not recall.
When I towed it to Markham Mazda that day the sales manager Jerry said think about trading it in and I said no I needed fixed first but when I took it to service the Manager on duty HARRY before even listening to the issue started saying to me FYI this is not warranty it expired and he said it multiple times but I am like the warranty expired 3 weeks ago and this is a known Mazda issue. He said well that’s why we have warranty and yours expired. The sales manager tried to be sympathetic and said let us see what we can do with Mazda Canada. He came back and said Mazda Canada said no and it will cost almost $6,000 to fix. So, I called Mazda Canada and explained the issue and they said they will cover the parts and for me to deal with Markham Mazda on the labor. Harry again without any empathy or sense of customer service tells me it will cost me $2500+ for labor only. I said but I was going to buy a car from you and the sales manager said you would help me. Again, he said I make the decisions here when it comes to service, so I doesn’t matter what sales said.
So, the car was with them on December 12, and they got it fixed on Jan 6th and they would not loan me a car and I have 2 little kids to take to 2 different schools and my wife works at Markham/Stouffville hospital so she leaves early in the morning. There was couple of days where I could not take the kids to school as my daughter goes to a special school in Stouffville and I Live in Uxbridge. I asked Harry multiple times why aren’t you helping with the labor and he said multiple times because you have not serviced your car here for 1 year but I said I live far and Harry said so himself because they would not drop me home when I dropped the car and he said for me to call an uber so the bad customer service continues.
When I picked up the car on Jan 6th I was asked to pay first before seeing the car which I did almost $2,600. I asked everything was fixed? he said yes but when I got in the engine light was on and it wasn’t before and I showed him before I left. He said that is not us and I can provide you with an estimate to fix it and I said WHATTTTT? I also said to him the light was not there before he said go home and I will check/ask around if it was on or not which basically called me a liar.
On the 8th of Jan he gets one of his workers to call me to advise me that they forgot to replace a part (Solenoid) which is the reason why the engine light was on. They ordered the part and said 3 days for it to come. I got no call and on the 4th day I called and they said oh yeah its in can you bring in the car on the 12th of jan and leave it here until Saturday the 13th and we will come and drop it off at your house but you need to get your own ride when you drop it. So I took the car on the 12th to drop off and I said what time are you dropping it on the 13th he said the service person you know what we don’t have drivers on Saturday and I said what do I do now. He said can you wait and we can do it while you wait I said fine so it took an hour. I said would this forgotten part explain all the clicking I had when I picked it up the first time and they said yes. So I got in the car and the clicking started before I left the dealership and they said there is no noise. So I took harry in the car and he heard it so they took it in a 3rd time to get it fixed.
Now I asked for paperwork of what was done and the hours as I paid for something without details and they still have not given me that. The thing I still do not understand is why am I being charged for labor if Mazda Canada acknowledged that it is a faulty part and provided it for free?? With interest rates and whats happening with the economy Harry had no empathy or customer service skills what so ever. The old manager John was great, but he is on a leave and Harry is his assistant and trying to bully customers. I know couple of workers there from my various visits and they confirmed with me that even his own employees he treats like garbage but he does have his favorites. TRUST ME DON’T GO THERE
If Mazda Canada or Mazda Markham (Service Request 1-6999890473) cant do anything regarding the labor I paid then for sure I will never buy a Mazda again and I will tell the story to everyone. This is not fair at all.
When I towed it to Markham Mazda that day the sales manager Jerry said think about trading it in and I said no I needed fixed first but when I took it to service the Manager on duty HARRY before even listening to the issue started saying to me FYI this is not warranty it expired and he said it multiple times but I am like the warranty expired 3 weeks ago and this is a known Mazda issue. He said well that’s why we have warranty and yours expired. The sales manager tried to be sympathetic and said let us see what we can do with Mazda Canada. He came back and said Mazda Canada said no and it will cost almost $6,000 to fix. So, I called Mazda Canada and explained the issue and they said they will cover the parts and for me to deal with Markham Mazda on the labor. Harry again without any empathy or sense of customer service tells me it will cost me $2500+ for labor only. I said but I was going to buy a car from you and the sales manager said you would help me. Again, he said I make the decisions here when it comes to service, so I doesn’t matter what sales said.
So, the car was with them on December 12, and they got it fixed on Jan 6th and they would not loan me a car and I have 2 little kids to take to 2 different schools and my wife works at Markham/Stouffville hospital so she leaves early in the morning. There was couple of days where I could not take the kids to school as my daughter goes to a special school in Stouffville and I Live in Uxbridge. I asked Harry multiple times why aren’t you helping with the labor and he said multiple times because you have not serviced your car here for 1 year but I said I live far and Harry said so himself because they would not drop me home when I dropped the car and he said for me to call an uber so the bad customer service continues.
When I picked up the car on Jan 6th I was asked to pay first before seeing the car which I did almost $2,600. I asked everything was fixed? he said yes but when I got in the engine light was on and it wasn’t before and I showed him before I left. He said that is not us and I can provide you with an estimate to fix it and I said WHATTTTT? I also said to him the light was not there before he said go home and I will check/ask around if it was on or not which basically called me a liar.
On the 8th of Jan he gets one of his workers to call me to advise me that they forgot to replace a part (Solenoid) which is the reason why the engine light was on. They ordered the part and said 3 days for it to come. I got no call and on the 4th day I called and they said oh yeah its in can you bring in the car on the 12th of jan and leave it here until Saturday the 13th and we will come and drop it off at your house but you need to get your own ride when you drop it. So I took the car on the 12th to drop off and I said what time are you dropping it on the 13th he said the service person you know what we don’t have drivers on Saturday and I said what do I do now. He said can you wait and we can do it while you wait I said fine so it took an hour. I said would this forgotten part explain all the clicking I had when I picked it up the first time and they said yes. So I got in the car and the clicking started before I left the dealership and they said there is no noise. So I took harry in the car and he heard it so they took it in a 3rd time to get it fixed.
Now I asked for paperwork of what was done and the hours as I paid for something without details and they still have not given me that. The thing I still do not understand is why am I being charged for labor if Mazda Canada acknowledged that it is a faulty part and provided it for free?? With interest rates and whats happening with the economy Harry had no empathy or customer service skills what so ever. The old manager John was great, but he is on a leave and Harry is his assistant and trying to bully customers. I know couple of workers there from my various visits and they confirmed with me that even his own employees he treats like garbage but he does have his favorites. TRUST ME DON’T GO THERE
If Mazda Canada or Mazda Markham (Service Request 1-6999890473) cant do anything regarding the labor I paid then for sure I will never buy a Mazda again and I will tell the story to everyone. This is not fair at all.
