Tustin Mazda Service Center

"Long wait so bring stuff to keep yourself occupied. Other than that, everyone is awesome especially Dylan! :)"

"You would think that paying $600 for labor would equal top quality customer service and service on your car but of the 3 Mazda dealerships I have been to, this is by far the worst. We took our car in because the motored driver seat stopped working and when we got our car back, the treatment walking in alone should have been our first red flag- not a single greeting from the customer-less service reps. The cashier can't be bothered and is literally just there to tell you to swipe your card, sign documents and then just tells you "your car is out in the lot" so you have to go find it. Upon inspection of their work, we realized that they obviously did not do a quality inspection before deeming it as complete. The motor was so much louder than when we took it in. For $600 on labor and $1300 for this part, you'd think getting it fixed would bring it as close to being like new/original as possible! So when we went back in to let them know this wasn't normal, our original service advisor was busy on a call so the guy next to her, Tony Mattingly, asked if he could help and I told him I'm not sure, but we're on a time crunch and I don't know when our advisor would be able to help us so he said "I can certainly try" and followed us to our car. While walking I asked "do you guys not offer complimentary washes at this location?" And he responded with "yeah we do" so puzzled, I told him our car looked untouched and he very rudely said "did you not see the card on your receipt that says you have to go across the street?" And I said I don't know, the cashier didn't give us any information and he asked to see the receipt and he said "it says it right here". Wouldn't it have been nice if the cashier had given us proper customer service treatment, instead of just saying "sign here, swipe or insert there"? So we proceed to show him the issue with the car, he says "sounds normal to me they all sound like this". My wife gets in the car and adjusts the seat to double check that we weren't crazy because he sure was making us feel that way, she proceeds to tell him "this was not how it sounded before, this is loud" and he VERY condescendingly tells her "if I order the same exact part and put it in will that make you happy? Will you be happy then?" Again, my wife and I look at each other very confused at what was going on and how anyone could possibly be talking to a customer this way. So I just asked for his supervisor. Tony did get us a supervisor, Mike, who we were able to express our frustrations with and provide him feedback on the poor customer service we just received. Thank you to Mike for the remediation of the situation and getting the issue taken care of. He ordered another part and had them put it in and as a result, the seat did NOT in fact sound like it did before and in fact was normal compared to what Tony tried to guilt us into taking off with. Despite Mike stepping in and taking care of this for us, we will never come back and spend another dime here, knowing the dime isn't going towards training on proper treatment of your customers. I'm going to take the extra drive out to Browning Mazda to see my original advisor, Jason and other employees, who have always treated me with respect. Last thing to note, there's an older gentleman there who means well but I don't think it's appropriate to tell a woman "good girl" when you ask her if she turned off the ignition and responds with yes. We are in 2023, leave "good girl" in the past."

"Staff are very friendly and communicate well about the process, sent me text/ video updates , super fast overall ! reservation & check in process really easy also !"

"Dropped my CX-5 here for a brake inspection, as the rear brakes were "dragging" after a rear pad service. Also wanted them to check a known "ghost touch" issue with the touch screen infotainment system. I was told the brakes were fine and they were clearly not - they were heating up abnormally AND you could feel the car slow when off the gas (more than normal). The only fix on the infotainment center was to update the software...which they charged me $70. WTH??? It didn't fix the known issue either. First time/last time I'll use Tustin Mazda"

"First time here for my CX-9s first service. Friendly atmosphere. Dylan was informative and professional throughout the process. Look forward to follow on visits."