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Open Road Mazda of Morristown

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Reviews Open Road Mazda of Morristown

Open Road Mazda of Morristown Reviews (26)

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

Our team at Open Road Auto Group prides ourselves on customer satisfaction and regret that a resolution hasn't been foundOur reputation is one to be proud of as our "A" Revdex.com rating showsWe invite you back to the dealership and hope that we can build a trust and move forwrad Sincerely, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Check was received 6/5/ Regards,

We appreciate [redacted] ***s patience and understand his frustrationThere are unforeseen circumstances that could delay the process but the plates are available for pick up today, April 23rd, after 4:00pm [redacted] has been notified by the dealership.Sincerely, [redacted]

*** ***, Office Manager of Open Road Mazda of Morristown, confirmed that the check was sent out last weekI am assuming the check will arrive today if it hasn't already*** ***, General Manager, would like to extend the first oil change to Mr *** for his troubleIt is our
intent to remedy this problem
Kind regards,

"Calibri",sans-serif">Justin P, General Manager of Mazda Morristown spoke to his team to learn about *** ***'s complaintI received the following communication:
This customer had inquired about a car that we hadCX5s are fast moving on the used marketWe did attempt to call her to let her know that the car was soldShe still came anywayMike sympathized with her and quickly located the same car for herThe car was more money, though and required service and certificationMike explained to her that when the car comes, it has to go through the shop and could incur additional service costsThis was reflected in the breakdown of the feesHe also helped offset the additional costs by giving her more for her trade than initially offeredIt has been discovered that we owe the customer $I ask that Ms*** produces the document that states we owe her more because we have no record of thatI suggest Ms*** contact Justin P directly to clarify thisHe can be reached at ***Sincerely,
Missi C

As per *** ***, General Manager of Mazda Morristown, the plates will not be sent out via FedEx to avoid any additional chargeHowever we will accomodate Mr *** and mail them

Complaint: ***
I am rejecting this response because:If there was a problem I should've been notified within the time frame of the temporary registrationThe fees that are paid to you are for handling the process of such paper work and making sure it's completedThe fact that I had to call and question where the plates were is unacceptableIt seems that once the sale is made the customer is no longer valuedRegistration for a car purchased from you shouldn't be an afterthought
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I just called to speak to Justin and I was transferred to MikeI informed him that I do have the document that states the total amount owed by the dealer is $Mike told me to email him this document In my initial response there was a typo, the only check that I received from open road was for $1,100, I can produce a copy of that check stub upon request.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Check was received 6/5/14.
Regards,

Mr [redacted],I understand your concerns regarding your registration. AFter speaking to our Motor Vehicle clerk I learned that there was s a delay as a result of [redacted] kicking back your documents. Your social security # did not match your name and address in their system. Pa law requires...

your adress to be current and we appreciate you taking the time to visit their offices to update their file. Unfortunately these issues delayed the process but we were told today by [redacted] at It's Easy (the company that processes our out of state motor vehicle) that we would recieve it today. Once in hand we will overnight everything to you.Motor vehicle charges are collected and any overcharge is refunded to the customer. Once the paperwork is complete and documented in our accounting office a check will be issued to you.I hope this explanation is helpful.Sincerely,[redacted]

Our team at Open Road Auto Group prides ourselves on customer satisfaction and regret that a resolution hasn't been found. Our reputation is one to be proud of as our "A" Revdex.com rating shows. We invite you back to the dealership and hope that we can build a trust and move forwrad.
Sincerely,
[redacted]

Business Response to a Complaint
Complaint ID#: [redacted]
Company Name: open road mazda of morristown
Company Contact: michelle c
Company Phone: [redacted]
Company Email: [redacted]
Person Who Sent the Complaint: [redacted]
Staff Member: [redacted]
Response: My apologies. I’m not sure what happened but this is the second issue I’ve had with receiving the emails. As per Justin P, GM of Mazda Morristown, he spoke to Peter D today regarding this as well. The check for $2300 check number [redacted] was sent out on October 1st. My apologies for the miscommunication. Sincerely, Missi~ Open Road Auto Group [redacted],  [redacted]

Upon looking into this complaint I spoke with [redacted], Open Road Mazda's General Manager. He confirmed that [redacted] was told that our service department offers loaner vehicles to customers who require warranty repairs but insisted that she would only accept a CX9 as a...

loaner. We do not offer a fleet of loaner cars in a variety of  models.
[redacted] was given a CX9 as a loaner each time we serviced the car.  The last time a loaner was provided it was returned 5 days after the repair was complete because she said it wasn't convenient.
Upon running a diagnostic test on the remotes to her vehicle we found they were functioning properly each time they were brought to us.  The problems were unable to be duplicated every time.  
As a normal function of her remotes, the windows will lower if the button is pressed and held.  It is possible that the button was being depressed in her pocket or purse.  Again, the issue regarding her windows was unable to be reproduced.  
In addition the problem with her tailgate was unable to be produced.  
The piece of the car that fell off was because it had been hit by a child's bicycle (by her own statement)  and is not covered by the vehicle's warranty. 
 
 We are not inclined to meet the requested resolution to replace the missing piece of the vehicle that a child knocked off with a bicycle.  Additionally, although I understand her request for a CX9 loaner due to her circumstances, I am limited to providing said loaner until it is available.  
Sincerely,
[redacted]

Complaint:...

[redacted]
I am rejecting this response because:
Regards,
[redacted]

We appreciate [redacted]s patience and understand his frustration. There are unforeseen circumstances that could delay the process but the plates are available for pick up today, April 23rd, after 4:00pm. [redacted] has been notified by the dealership.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:
This is not accurate at all. All I ever asked for was a rental that would fit my entire family and was told by [redacted] your manager that the cx-9 was the only one that could accomodate. Regarding the minor scratches on my vehicle even if a preschooler went full force it would never remove a chunk off the vehicle as they ride plastic cars slow due to their size. According to your staff member [redacted]s own admission this is something your dealership has seen happen a number of times and that is why she said the piece was on back order. I have owned numerous cars over my lifetime and have never seen a service department twist words and not desire to meet the customers needs EVER. I do  not feel it is too much to ask to have a vehicle that works fully for the 530.00 I put out per month. I have NEVER kept the car 5 days over, another lie, stated from your department. I did have it two and a half extra days due to the end of the year show I was consumed with at our school and your staff told me there was NO rush! WOW it amazes me that instead of keeping your customers happy you choose to take the easy route out.The reason I began documenting everything was because I noticed that what was being "so called" documented by your business ,the information just so happened to disappear when I called to complain. I pride myself as a business owner to serve my clients joyfully and have never advertised and have grown substantially. What you sew you reap and what is taking place at this dealership is wrong on so many levels. Aside from others I have spoken with, consumer reports told me you have had 15 complaints in the past couple of years in this location alone. I suggest you begin to listen rather than speak over your clients.
Regards,
[redacted]

Review: We leased our car from Mazda back in November 2013 and what was promised and what has been delivered are two different things! One of our biggest concerns was that a rental would be availabe if we ever needed car repair and the sales rep said they have them on premises. We have since discovered they only have two cars in the entire dealership that can accomodate our family.After we e leased the car it appeared to have minor electrical issues where the window would not close , the doors would not lock,trunk would not shut etc. After many months it seemed to be occuring more often so we called the service department. They told us they it is not common with this type of vehicle to experience this but to keep an eye on it and bring it in if it continues. We waited another month then brought it in on may 10th. We sat there from 11am-1pm to be told that they were unable to find anything wrong with the vehicle but they needed to look further into it but did not have a rental available so made an appointment for May 15th at 4:30. I arrived at 4pm to wait over an hour to find out that they had given the rental I needed to someone else and had told me that the appointment was put in the system for May 14th at 4:30 on accident.I had to drive back down the following day on mAy 16th for them to tell me once again the car was fine but they reprogrammed the car remotes and to wait and see if that made a difference. It turned out it did not and there were times it was raining literally in my car! I had to leave my business a number of times and bring the car home into a garage to avoid damage. I called to follow up again on May 27th at 8:25 am and spoke with [redacted] the manager. He told me that there were no rental cars available to look at my car but that he would call me back shortly to let me know when one was avaialbe. In the meantime I was driving down a main road when my boys told me they saw a piece of my car fall off and sa

hatter on the road.Desired Settlement: I would like what has been promised and not promised to be fixed. I called [redacted] when the piece of my car fell off and she told me that this had happened to many others and that the part was on back order so it would take approx 3 weeks.In the meantime I NEVER heard back from [redacted] called him again on June 3rd and he told me that that if I was not so picky abt the type of rental I needed he could have helped me sooner?! Picky ? I have four kids and numerous activities to get too ,he is just unprofessional and rude! When I asked him if the piece that fell off came in he told me that he is not going to replace it because he saw a scratch on the front of my car that could have caused it!? I own a preschool and the kids ride bikes near my car so I have a ton of small scratches what does that have to do with the piece missing?! The best part is when I called the cooperate office to file a complaint they told me that there was no record of these things in the system !

Business

Response:

Upon looking into this complaint I spoke with [redacted], Open Road Mazda's General Manager. He confirmed that [redacted] was told that our service department offers loaner vehicles to customers who require warranty repairs but insisted that she would only accept a CX9 as a loaner. We do not offer a fleet of loaner cars in a variety of models.

[redacted] was given a CX9 as a loaner each time we serviced the car. The last time a loaner was provided it was returned 5 days after the repair was complete because she said it wasn't convenient.

Upon running a diagnostic test on the remotes to her vehicle we found they were functioning properly each time they were brought to us. The problems were unable to be duplicated every time.

As a normal function of her remotes, the windows will lower if the button is pressed and held. It is possible that the button was being depressed in her pocket or purse. Again, the issue regarding her windows was unable to be reproduced.

In addition the problem with her tailgate was unable to be produced.

The piece of the car that fell off was because it had been hit by a child's bicycle (by her own statement) and is not covered by the vehicle's warranty.

We are not inclined to meet the requested resolution to replace the missing piece of the vehicle that a child knocked off with a bicycle. Additionally, although I understand her request for a CX9 loaner due to her circumstances, I am limited to providing said loaner until it is available.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This is not accurate at all. All I ever asked for was a rental that would fit my entire family and was told by [redacted] your manager that the cx-9 was the only one that could accomodate. Regarding the minor scratches on my vehicle even if a preschooler went full force it would never remove a chunk off the vehicle as they ride plastic cars slow due to their size. According to your staff member [redacted]s own admission this is something your dealership has seen happen a number of times and that is why she said the piece was on back order. I have owned numerous cars over my lifetime and have never seen a service department twist words and not desire to meet the customers needs EVER. I do not feel it is too much to ask to have a vehicle that works fully for the 530.00 I put out per month. I have NEVER kept the car 5 days over, another lie, stated from your department. I did have it two and a half extra days due to the end of the year show I was consumed with at our school and your staff told me there was NO rush! WOW it amazes me that instead of keeping your customers happy you choose to take the easy route out.The reason I began documenting everything was because I noticed that what was being "so called" documented by your business ,the information just so happened to disappear when I called to complain. I pride myself as a business owner to serve my clients joyfully and have never advertised and have grown substantially. What you sew you reap and what is taking place at this dealership is wrong on so many levels. Aside from others I have spoken with, consumer reports told me you have had 15 complaints in the past couple of years in this location alone. I suggest you begin to listen rather than speak over your clients.

Regards,

Business

Response:

Our team at Open Road Auto Group prides ourselves on customer satisfaction and regret that a resolution hasn't been found. Our reputation is one to be proud of as our "A" Revdex.com rating shows. We invite you back to the dealership and hope that we can build a trust and move forwrad.

Sincerely,

Review: My Vehicle (2009 Mazda RX8 R3) was brought to Open Road Mazda of Morristown for a Factory Warranty replacement of the 6-speed Manual Transmission during the month of January, 2013. During replacement of Transmission, the Service Advisor warned of a severely worn/damaged Clutch and conducted a Sales pitch for a new Clutch. I declined and the old Clutch was re-installed. Post replacement of transmission, the vehicle was test-driven by a Technician to ensure drivability and the installation condition of the new transmission. During this test-drive, it is known that the Technician had detected a difficulty shifting into all gears and I was contacted by the Service Advisor via phone to describe this analysis, claiming that the issue was due to the severely worn/damaged Clutch. During my few months of ownership prior to this service, there were no wear issues or any indicators of a worn Clutch while driving and I had alerted the Service Advisor that a worn Clutch is an unlikely cause of this difficulty in shifting. No further action taken, the final report of the Warranty service had concluded: the Transmission is shifting notchy, but will be fixed once customer replaces Clutch.

Taking into account of what the Service Report had concluded, on September, 2013, a new Clutch was installed by a reputable local Mechanic shop. Upon removal of the transmission to install the new Clutch, the Mechanic had observed a bent/kinked Clutch line. Upon further review of the Clutch condition, it had been observed that the Clutch was not as worn as the Dealer had claimed it was. Rather, it was the kinked Clutch line which was the real cause of difficult shifting. Due to this kinked line, the Slave cylinder had also been damaged due to uneven high/low line pressures.

The Clutch had been saved and analyzed by a few local Technicians for remaining service life and an average of "40,000 miles remaining until replacement" was estimated, concluding that the Clutch did not have to be replaced.Desired Settlement: Not only was this major misdiagnosis on the service, there were parts damaged, and there was a heavy and un-necessary out-of-pocket expense to replace the Clutch pre-maturely. This will also be taken into account that the Dealer had attempted Consumer Fraud of advising to purchase an un-necessary item from them during service. Dealer was contacted during the last 1 week to resolve, but I was turned down for any reimbursement.

The Desired Outcome is to seek full expense for the Clutch Replacement Service, the damaged Clutch line, and Slave Cylinder.

Clutch: $392.00, Labor: $500

Clutch Line: $38, Slave Cylinder: $65, Labor: $95.

Total: $1090

Business

Response:

Mr [redacted] came to Open Road Mazda for a factory warranty replacement of his transmission. Upon completion of the job he was advised of his worn/damaged clutch, specifically "excessive wear to the second, third, and forth gears" in January 2013 by our shop. He declined having the work done at that time. After driving the vehicle for nine (9) months, he had the clutch replaced by his local mechanic. That mechanic , after replacing it, indicated that it did not need to be replaced and blamed a kinked clutch line for the symptoms. Additionally, Mr. [redacted] is implying that our shop kinked the clutch line while removing the transmission, which would not explain the original complaint and is incorrect.Considering the above, along with the fact that the car had been driven for nine (9) months after we diagnosed the problem and it has been serviced else where since our involvement, his request for reimbursement is declined.

Kind regards,

Business

Response:

Mr [redacted] came to Open Road Mazda for a factory warranty replacement of his transmission. Upon completion of the job he was advised of his worn/damaged clutch, specifically "excessive wear to the second, third, and forth gears" in January 2013 by our shop. He declined having the work done at that time. After driving the vehicle for nine (9) months, he had the clutch replaced by his local mechanic. That mechanic , after replacing it, indicated that it did not need to be replaced and blamed a kinked clutch line for the symptoms. Additionally, Mr. [redacted] is implying that our shop kinked the clutch line while removing the transmission, which would not explain the original complaint and is incorrect.Considering the above, along with the fact that the car had been driven for nine (9) months after we diagnosed the problem and it has been serviced else where since our involvement, his request for reimbursement is declined.

Kind regards,

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Description: Auto Dealers - New Cars

Address: 108 Ridgedale Ave, Morristown, New Jersey, United States, 07960

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