I am writing in regards my Mazda Tribute 2010 which we bought from Stoney Trail Mazda dealership on August 2011. Shortly after receiving my new car I realised that the CD player was not working so I made an appointment to have the stereo checked up. I left your Dealership with the premise that my stereo was ordered and it should arrive in 5-10 business days. This was my first visit to you dealership after many to come. Three weeks passed and I did not have any information so I called your Parts department and they said that the piece was ordered and that was nothing else they could do than give me a call when it arrive. It was not until mid November that I was notified about the stereo replacement, so I made another visit to you dealership to have it replaced. A month later I receive a call about a recall of some part of the engine so I make my 3rd trip. In February I realised that the IPOD outlet was not working so I made an appointment and my 4th visit to have the problem diagnosed. Again I left the dealership with the premise that the IPOD outlet was the problem and the replacement was ordered. On April I make my 5ft visit to have the IPOD outlet replaced and to my surprise when I am ready to pick up my car they let me know that the problem was not the IPOD outlet it is the stereo module that needs to be replaced. That it was ordered and it will arrive in 5-10 business days. I could not believe it. I basically wasted my time during my 5th visit to have the problem diagnosed and not to mention that I have an 8 months old car that has been having problems with the stereo since I bought it. On May 6th I received a call that the stereo has been received so I made the appointment for my 6th visit. After I hung up the Service Agent called me again and offer me to pick up my car to have the part replaced. Which I asked if was possible on my 3rd visit and they said it was not. My question is how long does it take your employees to realise how to treat a customer? Answer: six visits to your dealership?
Just to let you know I have 2 small kids so every appointment means taking the car seats off my car and on to the shuttle and then back on to my car so it is a lot of physical effort. Without mentioning the time I have to stay at home an average of 1.5 hours waiting for my car to be repaired and adjust my schedule to whatever needs to be replaced or repaired in my car equipment.
As if this was not enough at 14 months my car started having problems with the transmission. I took it to the dealership they were going to replace a valve and it would be ready the following day. It turned out they had to replace the whole transmission, Even when that part was under warranty I had to pay Stoney Trail 30$ a day for a car rental, After they realized that the problem was not going to be fixed any time soon, they rented me a car. And told us they were going to receive the part on November 18. Today it has been almost a month since I left my car, we have not received any call from Stoney Trail to update us on the issue. When we called yesterday they informed us that they finally found the part in the US and it needs to be shipped to Toronto and then to Calgary. Does it take a month to locate a part?? So my question again what is type of service is this that it takes a month to find a part and you misinform your customers. We contacted again Stoney Trail Mazda by email and we have not heard back.
Bottom line they DO NOT CARE ABOUT THEIR CUSTOMERS ONCE YOU BUY THE CAR.