Rosenthal Arlington Mazda

Rosenthal Arlington Mazda management was first notified of our customers issue through the correspondence received through the Revdex.com Placing such a high priority on Customer Service and Satisfaction, we immediately issued apologies to **and *** [redacted] that our responsibility to them had not been fulfilled with the proper urgency We also assured them that their concerns will be a top priority and Rosenthal Arlington Mazda will provide the goods and services as requested at their earliest convenience As of this writing, all ite [redacted] have been delivered to **and *** [redacted] I offer my sincere gratitude to the [redacted] family for giving us the opportunity to correct the situation and retain them as valuable customers They were most gracious in accepting our apologies and were very integral insuring a happy resolution for all involvedSincerely, [redacted] General Manager Rosenthal Arlington Mazda

to whom it may concern:
Rosenthal Arlington Mazda greatly values the satisfaction of all customers. Therefore, w
'Times New Roman'">hile meeting with *** *** and his wife on Saturday September 27, I explained the titling process and the timing of the various stages. It was explained that there is a waiting period of ten business days for personal checks to clear before we initiate finalizing the titling with the Virginia DMV. *** *** stated that ten days from when he dropped off the check on the 8th would have been the 18th. At that point I reminded him that it was ten business days as I had stated earlier. Additionally, I explained the rest of the titling process in detail to *** *** and his wife. Because *** *** and his wife were not satisfied with the time it takes to have their title and registration finalized with the Virginia DMV, I apologized to them and asked them if there was anything I could do to further assist them. The only item that was brought up was that they wanted a duplicate registration to replace the on with the small ink mark on it. I informed them that I would take care of that first thing Monday morning when the Tag and Title Clerk would be back in the office.
As promised, the new registration was printed and processed for mail pick on Monday September 29, 2014. *** *** was informed by email of this fact at 10:AM the morning of September 29, 2014.
If there is any assistance that *** *** still needs, I encourage him to contact me directly and I will be happy to help. This has also been conveyed to *** *** in email and a written letter. We are here to help
Sincerely,
Michael T***
General Manager
Rosenthal Arlington Mazda

Before the letter was received from the Revdex.comArlington Mazda had already removed *** *** out of our data baseThen went on Mazda’s web site to remove *** *** from Mazda mailing list*** *** is still on Mazda data base as the owner of his vehicleHe as a consumer will have to
contact Mazda to remove his name completelyWe’re are not able to perform such task.Beaver HService and parts Director

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
As we mentioned our position is clear that the business day wait to submit the registration (a) was not explained to us on the day we signed the paperwork and instead we were told that this was the time taken by the DMV in *** and (b) is not acceptable to us as we believe it is poor customer service as other dealers do the registration titling much quicker in 3-days We recognize the Revdex.com cannot proceed any further on this, so we wish to close the matter as "customer unsatisfied" and matter unresolved and we wish we had purchased our vehicle somewhere else We have nothing more to add We are enclosing the emails to show how Rosenthal kept blaming the DMV for the delay
Regards,
*** ***

*** ***,
Arlington Mazda installed some supplemental accessories to the
vehicle in which
*** purchased new from our dealershipWe greatly appreciate
her choosing to purchase her new vehicle from our establishment, and
customer satisfaction is our top priority To this end, Arlington Mazda addressed the
concerns brought forward by the customer and also provided additional service
at no charge to the customer as a good will gesture
The customer
contacted the dealership and stated that the back up sensors that had been
installed by the dealer were not working properlyIt was described by the
customer that they were signaling that there was a rear obstruction every
time the vehicle was put in to reverse Because the sensors were working properly when
the customer picked it up from the dealership, we asked the customer to bring
it back so that correct any problems that had since arisen. At this time *** stated she did
not want to bring the vehicle to the dealership. In efforts to accommodate her wishes, ***
*** was informed that all genuine Mazda accessories
installed by the dealer carry the full balance of the factory warranty
from date of installation and all new Mazda vehicles come standard with
roadside assistance. If she did not want
to drive to the dealership, she could arrange with roadside assistance to have
the vehicle towed to the dealership.
*** also rejected this offer.
Consistent with
industry standards, Arlington Mazda does not offer drop off and delivery
service for service vehicles. However,
we did give special consideration to *** after she rejected
generally accepted methods of getting her vehicle to our repair facility. We send a member of our sales staff to pick
up her vehicle from her home to personally drive it to the shop for her.
Upon arrival at
the dealership, the vehicle underwent a diagnostic test by a Certified Mazda Technician. During the testing, the technician was
not able to duplicate any failure of the installed accessory While at the dealership, the sensors worked
exactly to specifications. It was
determined that based on the landscape which the salesperson described at the
customers home, it was possible that one of the outer sensors was possibly picking up
some bushes or shrubbery along the drive.
Standard operation of back up sensors will detect objects that are in
close proximity to the side of the rear bumper as well as objects directly
behind the rear bumper As a courtesy,
Arlington Mazda performed a modification to the standard installed package to
adjust the positioning of the outer sensors. As additional courtesies,
Arlington Mazda performed a complete detail (Retail Value $125), filled up the
gas tank, and delivered the vehicle back to ***’s home. These courtesies were not solicited by ***
*** but were done as a good will gesture by Arlington Mazda
A few days later we were informed that the back up sensor operation was still
not suitable for the customers needsAgain the customer requested that we pick
up the vehicle at their residence Again
making special arrangements in an attempt to satisfy our client, we scheduled
dealership personnel to go to her home and pick up the vehicleUpon arrival of
the vehicle we were again unable to duplicate a malfunction from the back up
sensorsAt this time the only option was to completely customize the sensor
configuration to suit the needs of the customerThis service was performed and
the customer had expressed the necessity to have the vehicle returned to her as
soon as possibleDue to the fact that the dealership does not offer pi
and drop off service of vehicles, there was a very small window in which we
were able to return the vehicle to the customers residence upon completion
of the repair. This dealership is not equipped to offer pick up and
delivery service for vehicles in need of repairWe are not staffed to
accommodate this service, and there are no other Mazda dealerships in the
Washington Metropolitan area that offer this serviceIn this particular case
we were more than willing to make an exception to satisfy our customer,
but very limited in windows of opportunity for which to achieve this
Shortly after receiving the vehicle back, *** phoned the
dealership and spoke briefly to the Service DirectorUnfortunately the Service
Consultant which was handling the repair of the vehicle, and who had
coordinated the pick up and delivery of the vehicle had left for the
eveningDuring this brief conversation she chastised the Service Director for
not immediately announcing his title as part of the standard greeting when receiving
a phone call. It is not the standard practice for any employee to
immediately announce their title unsolicitedThe phone was answered with the
greeting of " Arlington Mazda service, how may I help you"
The content of this initial phone call was shortThe Service
Director did not have all the pertinent facts to immediately answer all of the
customers questionsDuring this initial phone call ***
informed the Service Director that the vehicle was in the same condition
as when it was picked up from her home. When questioned at this time
whether or not the back up sensors were functioning in the manner in which she
requested, she informed the Service Director that she was referring
to the amount of fuel in the vehicle, and the cleanliness of the
vehicle rather than the repairs made to the vehicle She informed the
Service Director that he " did not know anything about anything" and
abruptly hung up the phone
This initial call took place on a Friday evening and she phoned for a second
time on the following Monday afternoonIt was discovered during this
conversation that the operation of the installed accessories were no longer a
concern. She again spoke to the Service Director and voiced her concerns
of her expectations not being metShe stated that the vehicle was delivered
back to her residence low on fuel and that it was dirty both inside and out
The Service Director at this time inquired if the dealership had caused her
vehicle to be returned to her in any
condition that was worse cosmetically than when it was retrieved from
her home. Also, it was inquired if
the fuel level was significantly lower than when it was retrieved from her
home, factoring that dealership employees drove the vehicle approximately
miles total between her home, the dealership, and back to her home. The
answer to both questions was "no, but she assumed that we would detail it
and fill it with fuel". It was explained to her at this time
that , while we would have liked to wash it for her, if we had done so it would
not have been possible to deliver the vehicle back to her that dayWe have
very limited personnel, all vehicles are washed by hand rather than a machine, and
employee shifts were ending, which would prevent availability to deliver the
vehicle unless it was done at that timeIt was also explained to her, that we
do not have a gas pump at the dealershipIn order to fill up the vehicle we
would need to go to the local gas station and pay out of pocketShe stated
that these were merely excuses and that the dealership was un-professionalIt
was explained that unfortunately we were not making excuses and this was the
reality of the situation.
It became quite obvious that rectifying the situation in the opinion of the
customer was not going to be a possibilityThe Service Director asked the
customer what would make her happy, and she refused to specify any
requestsHe offered to clean the vehicle for the customer any time it would be
convenient to bring it in, but got the response that " I am not going to
come in there." Unfortunately we are not a mobile business, we have a
fixed location where we provide sales and serviceThe customer
repeatedly asked what was going to be done for herAs a business we feel that
providing the service of picking up and delivering the vehicle on two separate
occasions, providing one additional complimentary detail, filling up the
gas tank on the first occasion which we picked up her vehicle, and modifying a
accessory to suit her specific needs was above and beyond the normWith that
being said we were happy to perform these extra services that we
do not normally offer, and at the time were willing to entertain any additional
reasonable requestsHowever the Service Director was advised that what would
make the customer happy would be to "never deal with this company
again."
Arlington Mazda has and will continue to
make customer service a priority with ***. Arlington Mazda has delivered the services
and products that *** paid for.
We have also gone beyond our obligations to provide other services of convenience
and financial benefit. We are saddened
that *** has not recognized our actions to provide special
consideration that is not normally extended by our dealership or in the industry. We are more than willing to open a productive
dialogue with *** if that is what she is seeking. What
ever her wishes are, I will respect.
Nonetheless, Arlington Mazda has more than met our obligations and thus believe this matter should be closed by the Revdex.com and left to Arlington
Mazda and *** to sort out any additional extra consideration
Respectfully,
*** ***
General Manager
Rosenthal
Arlington Mazda
###-###-####
***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
We actually did not initially receive an apology at any point from Rosenthal, nor did they make us feel that they appreciated us as customersWe were given the run around and pushed aside until we filed this complaintSince Rosenthal programmed our key/remote, it has now caused our 2nd key/remote to stop workingAs such, all ite** have NOT been delivered and we are not satisfiedWe would like to bring BOTH keys to Rosethal to have them program them at the same time to resolve this situation.
Regards,
*** ***

Rosenthal Arlington Mazda management was first notified of our customers issue through the correspondence received through the Revdex.com.  Placing such a high priority on Customer Service and Satisfaction, we immediately issued apologies to **. and [redacted]. [redacted] that our...

responsibility to them had not been fulfilled with the proper urgency.  We also assured them that their concerns will be a top priority and Rosenthal Arlington Mazda will provide the goods and services as requested at their earliest convenience.  
As of this writing, all ite** have been delivered to **. and [redacted]. [redacted].  I offer my sincere gratitude to the [redacted] family  for giving us the opportunity to correct the situation and retain them as valuable customers.  They were most gracious in accepting our apologies and were very integral insuring a happy resolution for all involved.
Sincerely,
[redacted]
General Manager
Rosenthal Arlington Mazda

I purchased my first vehicle in 2013 from Rosenthal Arlington Mazda, a new Mazda 3. Fast forward to January 2016 when I need to take my car in for its emissions check and after I was unable to renew the tags 3 times with DMV, I realize DMV will not accept the emission transaction ID because the VIN on the car does not match the VIN of the car that was sold to me on December 2013. I was shocked that I was the one to see this and not services or anyone at Mazda the several times I had taken it in for service over the years. More importantly, I am shocked that the incorrect car was sold to me on December 2013. The receipt of purchase, my sales contract, DMV and Capital One have a different VIN than the car I was handed at the dealership the day I bought it. I am hoping that this is a rare issue for this dealership but I am more upset with then recent attitude I have been given by Rosenthal Arlington Mazda. Initially they were great to work with, understood that this was a major mistake on their part and promised to have everything sorted quickly because they understood that my tags needed to be renewed and could not be renewed until this was resolved with DMV, Capital One and until my contract with them was amended and re-signed. I have not even asked them for anything to cover the inconvenience, just that this be sorted quickly. It has not been almost two weeks and I have gotten zero resolution. They wanted me to take papers to DMV, although I have already been inconvenienced enough by a mistake on their part, I am at a new job so I do not have the time to take off, and those are papers that if I were to buy a car today from them, they would need to provide to DMV not me. They also told me the problem had been resolved when they had not even talked to Capital One yet or amended the contract. My last conversation with the GM resorted in him telling me that if I do not take time out of my day and my job, DMV will come after me and I will be arrested for not renewing my tags. I am extremely disappointed that a mistake of this magnitude could have happened in the first place. I do understand that mistakes happen but if and when they do, you would hope that it would be resolved quickly and in a way that limits the inconvenience of their client. I am still hoping to get resolution from this but I want any future clients of this dealership to understand hat they could potentially be getting themselves into.

To whom it may concern:
Rosenthal Arlington Mazda management has a strong commitment to customer service and resolving any customer issue.  We pride ourselves on promptly responding to all customer concerns that are made known to us.  **. [redacted] stated that it wasn't until she contacted the Revdex.com that anything was done to help her which is a correct statement.  However, the only reason why this is the case is that Rosenthal Arlington management was never contacted by **. [redacted] to let us know that she needed assistance.  The first notice we received was through her contact with the Revdex.com.  When we were contacted by the Revdex.com, our General Sales Manager immediately called the telephone number of record and spoke to **.  [redacted].  At that time he apologized several times and made arrangements to get the new key/remote cut and programmed for the customer.  The final result conveyed by **.  [redacted] to our management team was that he was satisfied with the resolution.   There has been no communication from either **. or **s. [redacted] regarding any of their equipment not working since the initial resolution.  Once again, the first notice Arlington Mazda has received regarding the other remote not working is through correspondence from the Revdex.com.  
Upon receiving the correspondence from the Revdex.com, I immediately called the telephone number of record and reached **.  [redacted].  At that time **. [redacted] explained to me that the key and remote we had made for them was working fine, but the original key and remote were no longer functioning.  I assured **. [redacted] that this is an easy fix and we would be happy to do it for him during any hours that our service technicians are here.  Additionally, I offered him that I would provide him with a full tank of gas to compensate him for having to make another trip to the dealership.  Lastly, and most importantly, I apologized to **. [redacted].  I also assured **. [redacted] that Rosenthal Arlington Mazda will always be responsive to customer issues.  I encouraged him to contact a member of our management team directly should he ever need anything and also encouraged him to have **s. [redacted] also contact us directly should she need assistance.
At this point, we are only waiting **. or [redacted]. [redacted] to bring in their vehicle and both sets of keys and remotes so that we may program them.  
Sincerely,
[redacted]
General Manager
Rosenthal Arlington Mazda

[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. I  appreciate the courteous and professional service I received from [redacted] and the gentlemen in the service department.  Thank you for your prompt attention to my request. 
Regards,
[redacted]

Review: Was shopping for a used car and my research lead me to this place. The staff said that everything is under a 2 moth warrenty. They rushed me to the sale and wanted me off the lot as soon as I put my down my payment information. I checked the car and it did have some problems with it. It needed new breaks and new rotors. They said taht everything was quality inspected. I found out through another dealership that it needs new breaks new rotors new batter new battery wiring and a change in the maual transmission. They did what is called a "break slap" which means they take older model breaks (2nd hand parts) and put it on the car. This in turn ruins the rotors and means more work will have to be done at a later date and time. There is about 1,300 dollars of work that needs to be done on the car. I have spent 2 work days dealing with them. I expressed my complains and their response was its good enough to barley pass state inspections so there fore it is good enough for us to sell to you. I specifically asked about issues like this and for them to inform me about any AFTER MARKET products that where placed on the car and they said there wasn't. But there is! I am trying and in the process of returning. This I am sure will be another issue. They are not honest. I want to make sure this doesn't happen to anyone else. I am a first time car buyer young and trying to make it on my own. However there sales practices and car shop needs to be inspected by a higher authority. Something shady is going on here.Desired Settlement: I would like them to finish the job and do what they said they where going to do and honor "their" warrenty. If I knew there where aftermaket products on the car I would of never bought it in the first place. I paid 11,300 dollars for the car. However knowing the condition that it is in I would of gave them zero.

New Rotors New Breaks New Battery, fluid changes.

Consumer

Response:

check message tab

Consumer

Response:

6/7/13

Review: We purchased our car on 7th September and completed the paperwork on 8th September. We gave a check for $16,312.64 on the 8th which shows as cleared on 9th September i.e. the following day on our bank statement. We gave a trade-in car for $3750 for which we gave the title (with no lien) and the registration to the dealer on 7th September. Our license plates from our trade were transferred to the new car on the 8th. When we signed the paperwork we mentioned to the finance person Josh B[redacted] that we intended to move to Texas in first week of October and that we wanted to be sure the registration would be done by then and Josh replied that for [redacted] where we live, the registration should take no more than 15 days. So all that we asked for was the printed registration of the new car i.e. the [redacted].

On September 16th we went to Rosenthal Mazda and spoke to John B[redacted] who said the registration would be about two weeks. On the 19th we emailed Josh B[redacted] asking why we had not received the Mazda survey. After repeated calls we spoke to Muhammed D[redacted] on September 22nd who informed us that the registration would take a month as the paperwork is not submitted until 2 weeks and the registration comes back in the 4th week and we pointed out that this is not what Josh B[redacted] told us. On 23rd September we sent email to Josh B[redacted] pointing out this discrepancy and stating that we would complain to the Revdex.com and he never responded to this email, however the sales person Mike replied to this email stating that the delay was due to DMV and I replied to this email asking when the registration papers had been submitted to the DMV to which there was no response.

Please note that I have attached these emails to and from Rosenthal Mazda to this Revdex.com complaint.

On 24th September we received an email response from Muhammed D[redacted] repeating that the registration takes 30 days and saying that he would follow up and inform us of the status within 48 hours and then on the same day we received a phone call from Tag and Title Clerk, Danielle who said the registration would be ready by Friday and she would call and let us know so that we could pick it up. On Friday, since we did not receive any call from Rosenthal Mazda and the DMV record still did not show that the new Mazda was registered to my name, we called Josh B[redacted] who transferred us to Danielle who told us that she was doing it right now and it would be ready in 2 hours after which we could pick it up.

We went to Rosenthal Mazda on September 27th and the registration was ready and when we asked a question about the registration, one of the salesman "Owen Anderson" pointed to it with his pen and put pen marks upon it. So I complained about this carelessness and we spoke to Michael T[redacted], the General manager and explained our complaints to him and he said the registration was good and he would send a replacement copy by mail. His response about the delay in submitting the registration paperwork was that when a customer pays with a check the registration would not be processed for ten days until the check cleared. We responded that the check had cleared on the 9th and Danielle had not done the paperwork till the 26th after repeated reminders to Rosenthal Mazda. Michael amended his statement that it was 10 business days so actually 15 days, so the registration was not late after all.

Our complaint is that if the registration process only takes 2 hours or less (according to Danielle) by online submission to the DMV, then why did Rosenthal Mazda make us wait 18 days to finally process the DMV paperwork, and why did they repeatedly say it will take 30 days and blame the DMV for the delay, when it is clear that the delay was on the part of Rosenthal Mazda for just entering it into the system. Why did Muhammed and Josh tell us that the paperwork for all 150 cars sold each month by Rosenthal Mazda are submitted to the DMV together and that this is the reason for the 2 week delay in submitting the registration to the DMV. Why did salesman Mike O[redacted] say in his email on September 23rd that "if your tags are getting ready to expire, then we can issue you another set of temporary tags, and that would give you another 30 days before you have to worry about it. We can mail your permanant tags to your new address, if you have already moved by the time we get them". This 18 day delay in submitting the registration to the DMV is completely unacceptable when the whole process only takes 2 hours and when we paid by check which cleared the next day after the purchase.Desired Settlement: We want other customers to be aware of this delay when purchasing a vehicle from Rosenthal Mazda as we were not aware of this and were inconvenienced by it.

Business

Response:

to whom it may concern:

Rosenthal Arlington Mazda greatly values the satisfaction of all customers. Therefore, while meeting with [redacted] and his wife on Saturday September 27, 2014 I explained the titling process and the timing of the various stages. It was explained that there is a waiting period of ten business days for personal checks to clear before we initiate finalizing the titling with the Virginia DMV. [redacted] stated that ten days from when he dropped off the check on the 8th would have been the 18th. At that point I reminded him that it was ten business days as I had stated earlier. Additionally, I explained the rest of the titling process in detail to [redacted] and his wife. Because [redacted] and his wife were not satisfied with the time it takes to have their title and registration finalized with the Virginia DMV, I apologized to them and asked them if there was anything I could do to further assist them. The only item that was brought up was that they wanted a duplicate registration to replace the on with the small ink mark on it. I informed them that I would take care of that first thing Monday morning when the Tag and Title Clerk would be back in the office.

As promised, the new registration was printed and processed for mail pick on Monday September 29, 2014. [redacted] was informed by email of this fact at 10:44 AM the morning of September 29, 2014.

If there is any assistance that [redacted] still needs, I encourage him to contact me directly and I will be happy to help. This has also been conveyed to [redacted] in email and a written letter. We are here to help.

Sincerely,

Michael T[redacted]

General Manager

Rosenthal Arlington Mazda

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

As we mentioned our position is clear that the 10 business day wait to submit the registration (a) was not explained to us on the day we signed the paperwork and instead we were told that this was the time taken by the DMV in [redacted] and (b) is not acceptable to us as we believe it is poor customer service as other dealers do the registration titling much quicker in 3-4 days. We recognize the Revdex.com cannot proceed any further on this, so we wish to close the matter as "customer unsatisfied" and matter unresolved and we wish we had purchased our vehicle somewhere else. We have nothing more to add. We are enclosing the emails to show how Rosenthal kept blaming the DMV for the delay.

Regards,

Booked my car for an oil change and whilst waiting, the advisor came back with a list of "recommended" maintenance items that needed addressing. Not having an opportunity to brief myself with the manufacturers schedule beforehand, I agreed to a $175 coolant flush. Extremely disappointed when I got home to read that the manufacturer's recommended interval was in fact 10 years - in my case, 2022. This predatory, deceitful practice is disgusting. So much for treating your customers as the "lifeblood of our business." You had an opportunity to get a long time customer, instead, you will get no loyalty from me. All you have done is damaged the brand and driven this customer away from the dealer network.

Review: My husband and I purchased a Mazda* from the dealershipWe confirmed that upon purchase, it came with remote control keys and door keysThe salesman, [redacted], confirmed that he would make sure that all ite** were working before we left the lotAfter all paperwork was signed and the deal was finalized, **[redacted] informed us that one of the remote controls were not working and that there was only key to the vehicleThis was unacceptable for usHe had us complete a "We Owe You" form that Rosenthal would provide us with the agreed ite**When my husband returned on Monday, 6/16/14, he was given key and told that the remote would not be replaced unless we paid $dollars for a replacement as the one they provided us "did not work." We are very disappointed and dissatisfied with the service that we have received from the company and want them to fulfill their obligations to us as consumersHad they disclosed that there was key and remote, we would have either opted to not purchase thereby taking our business elsewhere, or we would have been in a better position to make a purchasing decision with all of the facts.Desired Settlement: We want Rosenthal Mazda to replace the remote control that was initially promised to us that is now not working free of charge and ensure that it is fully operational before we accept itWe will, in exchange, return the inoperable remote that they provided us
Business
Response:
Rosenthal Arlington Mazda management was first notified of our customers issue through the correspondence received through the Revdex.comPlacing such a high priority on Customer Service and Satisfaction, we immediately issued apologies to **and [redacted][redacted] that our responsibility to them had not been fulfilled with the proper urgencyWe also assured them that their concerns will be a top priority and Rosenthal Arlington Mazda will provide the goods and services as requested at their earliest convenience

Review: We purchased a brand new vehicle from this dealership and had trouble with a couple of special order items on the carThe customer service trying to get these items fixed was extremely poorWhen we did finally get these fixed, after serveral tries, the service department left the vehicle dirtyinside and out, trash insideWhen I called to complain about the service, I received, from the service manager that he did not know about it and did not know what to doAnswering the phone was completely unprofessional, by answering without his name or positionThe recepetionist repeatly said, she knew nothing about nothing, as did the service managerFor a customer that is unsatisfied to begin with, you would think they would try hard to satisfy, but to no availInstead excuses were made, not apolgies or follow thru to make it betterVery poor business proactice and service department.Desired Settlement: Not only would a follow up be nice,phone call and/or an apology and service to make the situation right
Business
Response:
[redacted],
Arlington Mazda installed some supplemental accessories to the vehicle in which
[redacted] purchased new from our dealershipWe greatly appreciate
her choosing to purchase her new vehicle from our establishment, and
customer satisfaction is our top priorityTo this end, Arlington Mazda addressed the
concerns brought forward by the customer and also provided additional service
at no charge to the customer as a good will gesture
The customer
contacted the dealership and stated that the back up sensors that had been
installed by the dealer were not working properlyIt was described by the
customer that they were signaling that there was a rear obstruction every
time the vehicle was put in to reverseBecause the sensors were working properly when
the customer picked it up from the dealership, we asked the customer to bring
it back so that correct any problems that had since arisenAt this time [redacted] stated she did
not want to bring the vehicle to the dealershipIn efforts to accommodate her wishes, [redacted] was informed that all genuine Mazda accessories
installed by the dealer carry the full balance of the factory warranty
from date of installation and all new Mazda vehicles come standard with
roadside assistanceIf she did not want
to drive to the dealership, she could arrange with roadside assistance to have
the vehicle towed to the dealership
[redacted] also rejected this offer
Consistent with
industry standards, Arlington Mazda does not offer drop off and delivery
service for service vehiclesHowever,
we did give special consideration to [redacted] after she rejected
generally accepted methods of getting her vehicle to our repair facilityWe send a member of our sales staff to pick
up her vehicle from her home to personally drive it to the shop for her
Upon arrival at
the dealership, the vehicle underwent a diagnostic test by a Certified Mazda TechnicianDuring the testing, the technician was
not able to duplicate any failure of the installed accessoryWhile at the dealership, the sensors worked
exactly to specificationsIt was
determined that based on the landscape which the salesperson described at the
customers home, it was possible that one of the outer sensors was possibly picking up
some bushes or shrubbery along the drive
Standard operation of back up sensors will detect objects that are in
close proximity to the side of the rear bumper as well as objects directly
behind the rear bumperAs a courtesy,
Arlington Mazda performed a modification to the standard installed package to
adjust the positioning of the outer sensorsAs additional courtesies,
Arlington Mazda performed a complete detail (Retail Value $125), filled up the
gas tank, and delivered the vehicle back to [redacted]'s homeThese courtesies were not solicited by [redacted] but were done as a good will gesture by Arlington Mazda
A few days later we were informed that the back up sensor operation was still
not suitable for the customers needsAgain the customer requested that we pick
up the vehicle at their residenceAgain
making special arrangements in an attempt to satisfy our client, we scheduled
dealership personnel to go to her home and pick up the vehicleUpon arrival of
the vehicle we were again unable to duplicate a malfunction from the back up
sensorsAt this time the only option was to completely customize the sensor
configuration to suit the needs of the customerThis service was performed and
the customer had expressed the necessity to have the vehicle returned to her as
soon as possibleDue to the fact that the dealership does not offer pi
and drop off service of vehicles, there was a very small window in which we
were able to return the vehicle to the customers residence upon completion
of the repairThis dealership is not equipped to offer pick up and
delivery service for vehicles in need of repairWe are not staffed to
accommodate this service, and there are no other Mazda dealerships in the
Washington Metropolitan area that offer this serviceIn this particular case
we were more than willing to make an exception to satisfy our customer,
but very limited in windows of opportunity for which to achieve this
Shortly after receiving the vehicle back, [redacted] phoned the
dealership and spoke briefly to the Service DirectorUnfortunately the Service
Consultant which was handling the repair of the vehicle, and who had
coordinated the pick up and delivery of the vehicle had left for the
eveningDuring this brief conversation she chastised the Service Director for
not immediately announcing his title as part of the standard greeting when receiving
a phone callIt is not the standard practice for any employee to
immediately announce their title unsolicitedThe phone was answered with the
greeting of " Arlington Mazda service, how may I help you"
The content of this initial phone call was shortThe Service
Director did not have all the pertinent facts to immediately answer all of the
customers questionsDuring this initial phone call [redacted]
informed the Service Director that the vehicle was in the same condition
as when it was picked up from her homeWhen questioned at this time
whether or not the back up sensors were functioning in the manner in which she
requested, she informed the Service Director that she was referring
to the amount of fuel in the vehicle, and the cleanliness of the
vehicle rather than the repairs made to the vehicleShe informed the
Service Director that he " did not know anything about anything" and
abruptly hung up the phone
This initial call took place on a Friday evening and she phoned for a second
time on the following Monday afternoonIt was discovered during this
conversation that the operation of the installed accessories were no longer a
concernShe again spoke to the Service Director and voiced her concerns
of her expectations not being metShe stated that the vehicle was delivered
back to her residence low on fuel and that it was dirty both inside and out
The Service Director at this time inquired if the dealership had caused her
vehicle to be returned to her in any
condition that was worse cosmetically than when it was retrieved from
her homeAlso, it was inquired if
the fuel level was significantly lower than when it was retrieved from her
home, factoring that dealership employees drove the vehicle approximately
miles total between her home, the dealership, and back to her homeThe
answer to both questions was "no, but she assumed that we would detail it
and fill it with fuel"It was explained to her at this time
that , while we would have liked to wash it for her, if we had done so it would
not have been possible to deliver the vehicle back to her that dayWe have
very limited personnel, all vehicles are washed by hand rather than a machine, and
employee shifts were ending, which would prevent availability to deliver the
vehicle unless it was done at that timeIt was also explained to her, that we
do not have a gas pump at the dealershipIn order to fill up the vehicle we
would need to go to the local gas station and pay out of pocketShe stated
that these were merely excuses and that the dealership was un-professionalIt
was explained that unfortunately we were not making excuses and this was the
reality of the situation
It became quite obvious that rectifying the situation in the opinion of the
customer was not going to be a possibilityThe Service Director asked the
customer what would make her happy, and she refused to specify any
requestsHe offered to clean the vehicle for the customer any time it would be
convenient to bring it in, but got the response that " I am not going to
come in there." Unfortunately we are not a mobile business, we have a
fixed location where we provide sales and serviceThe customer
repeatedly asked what was going to be done for herAs a business we feel that
providing the service of picking up and delivering the vehicle on two separate
occasions, providing one additional complimentary detail, filling up the
gas tank on the first occasion which we picked up her vehicle, and modifying a
accessory to suit her specific needs was above and beyond the normWith that
being said we were happy to perform these extra services that we
do not normally offer, and at the time were willing to entertain any additional
reasonable requestsHowever the Service Director was advised that what would
make the customer happy would be to "never deal with this company
again."
Arlington Mazda has and will continue to
make customer service a priority with [redacted]Arlington Mazda has delivered the services
and products that [redacted] paid for
We have also gone beyond our obligations to provide other services of convenience
and financial benefitWe are saddened
that [redacted] has not recognized our actions to provide special
consideration that is not normally extended by our dealership or in the industryWe are more than willing to open a productive
dialogue with [redacted] if that is what she is seekingWhat
ever her wishes are, I will respect
Nonetheless, Arlington Mazda has more than met our obligations and thus believe this matter should be closed by the Revdex.com and left to Arlington
Mazda and [redacted] to sort out any additional extra consideration
Respectfully,
General Manager
Rosenthal
Arlington Mazda###-###-####[redacted]