MoT - Post Sales Service

[Fish]

I purchased an '07 Mazda 3 Sport GT from Jeff back in July and when I took delivery I noticed a couple of issues:
1) slight scratches on the doors
2) scratch on the back hatch

The scratch on the back hatch was removed right away, but it left some gunk in the taillights. I was told that I could come back at 'anytime' to get the gunk out and get the scratches on the doors removed.


After driving around for a few days, I noticed numerous issues that I felt were faults with the car:
1) parking brake made a loud 'snapping/twang' on the second day. Now there's a rattle somewhere
2) sunroof rattles
3) car drifts to the right
4) air conditioning cuts in-out
5) car seems to shudder slightly every now and then

I made an appointment to get these items looked at as well as get the initial 2 items (scratches and gunk) taken care of. My appointment was at 1pm and I was told it would take a few hours to fix everything. I arrived at 1 and proceeded to wait 2 hours before they even went to look at my car. Someone from service just drove the car around for approximately 10 minutes and I was told nothing was mechanically wrong with the car. No diagnostic was done and the hood was not even opened. I was also told that I'd have to leave the car for at least a 1/2 day for the scratches and gunk to be removed. They would not do it on a weekend either. It had to be a weekday.

I complained about this treatment as these issues should have been taken care of during the PDI. Jeff was able to help me out by setting me up with a rental for a day so I wouldn't miss work. I dropped the car off one afternoon and left it for 24 hours. When I picked it up, the gunk was gone from the taillight, but the scratches were not touched!

I complained again, but as of yet I've received no response from the service manager or the owners. Jeff has been trying to help me but I realize there's only so much he can do.

My original mechanical issues have now blossomed into the following:
1) Constant rattle from somewhere in the centre console. Parking brake sometimes 'snaps'.
2) Sunroof still rattles
3) Car drifts to the right but when braking moderately hard, the wheel PULLS to the left. To make the car go straight the wheel must sit slightly crooked to the left.
4) Car shudders when stopped at a light or stop sign. Doesn't ALWAYS shudder but there seems to be a 50-50 split.
5) Car has stalled 3 times after being started. I'll start the car, it'll crank properly but then the rpms will go up and fall to 0. Has done this 3 times in the past 2 days.

The following body issues have also been found:
1) original slight scratches on the doors
2) some sort of rust spots on the front left rim
3) paint-fading on the bumper in the corners


I don't know what to do at this point. MoT is completely ignoring me. The problems are so simple to fix (at least the body problems are simple) but they just refuse to do it.

I can probably go into Avante in Richmond Hill and tell them about the mechanical problems, but I have no idea what it'll cost me to get them to 'diagnose' the car. Additionally, I can't get Avante to fix scratches or alignment issues as MoT should have fixed this before it was delivered.

Jeff's a great guy, but he cant' do everything. I had to be convinced to buy the Mazda 3 in the first place and now I'm regretting the purchase. I had an old Accord before this and I used to go to Parkway Honda. They treated me like GOLD and I never had a problem from them. They even admitted when they made a mistake and scratched my car...and then fixed it without any issues.

Don't go to Mazda of Toronto. Or if you do, buy from Jeff but get it serviced elsewhere.

[RedRaptor]

Fish,

Sorry to hear about your troubles. Did you purchase the car brand new and do you still have warranty on it? The reason I am asking is it seems like there are a lot of issues with the car to be brand new.

Personally I've had more trouble with MoT service than at Avante. Both have given me trouble but I still go to Avante because my experience at MoT has been worse. This is not a knock on Joe or Jeff but the service advisors do need some training in customer service.

You could go to Avante but I suggest you try to clean this mess up with MoT first and then decide where you will service your car in the future.

Goodluck and don't let one bad experience or dealership ruin it for you as a new Mazda owner.

[Jeff-TheBiz]

I appreciate your feedback and I have, once again, passed your concerns to my Service Manager and my General Manager and our Owner.

I apologize on behalf of service for the 'service' you have recieved so far.
Sometimes I really wish I had more 'pull' in other depts of our dealership.



don't let one bad experience or dealership ruin it for you as a new Mazda owner.

+1

[Fish]

Completely brand new with extended warranty. I think the catch is I have to actually get them to look at the car and see if there is a problem.

With MoT the problem is getting them to look at the car.
With Avante the problem might be getting them to look at the car with little cost (I'm assuming they'd charge for a diagnostic).

[Fish]

Sometimes I really wish I had more 'pull' in other depts of our dealership.


Can we clone you? that might work....

[Iturralde]

Fish,

Sorry to hear about your experience.

I agree with you there are more people in MOT than just Jeff.

As you said, we cannot associate Jeff with all the stuff that goes on at MOT. He can't be at all places at all times.

That being said I also think we should always keep things in perspective.

I work as a Manager of a Customer Care department in one of the largest financial instituations in North America, so I recognize that as much as any company wants to please all customers, this is impossible, as if this happenned we would be out of business.

It's too bad that you had (and continue to have) a bad experience with your Mazda, but we need to remember that if a dealership satisfies 90% + of their customers, that is alot better than satisfying 60%+ (like from what I hear Agincourt Mazda).

Not to go off topic here, but if this is a new car you have Fish, I am surprised that they are not servicing it according to your wishes. Gerneally, if you escalte the issue thiese things get dealt with, so perhaps you need to speak with the manager in a respectful manner (belive me, it gets you no where if you become verbally abusive to them; not insinuating that you are).

To RedRaptors point, hopefully this won't turn you off of Mazda in general, even MOT, as again most experiences have been very good.

I hope everything turns (no pun intended) out well for you.

X

[Iturralde]

BTW, when I say:


Fish,

I recognize that as much as any company wants to please all customers, this is impossible, as if this happenned we would be out of business.

X

I am talking about the banking business. Some customers want me to give away the bank for them (i.e 0% interest on credit cards, loans, etc...), where the bank loses money. This is probably different than the Car industry, right Jeff?

[Cardinal Fang]

Un-farking-believable. I'm astonished that there would be these problems with your brand new car. Contact Mazda Canada and let them know what's going on.

[RedRaptor]

BTW, when I say:



I am talking about the banking business. Some customers want me to give away the bank for them (i.e 0% interest on credit cards, loans, etc...), where the bank loses money. This is probably different than the Car industry, right Jeff?

Banks actually lose money? That sounds a little far fetched to be honest. Off topic tho.

[Broli]

i think he meant that people ask for services, or freebies that would equate to the bank losing money - hence he doesn't approve them

he was wondering if people demand the same in servicing their automobile or buying the automobiles

no need to wait for jeff for that answer, i am sure that people do ask for that, and i am also sure that they dont get it!

to swing this right back to topic, it doesn't seem that fish is asking too much to know why his new car is acting strangly, and to have his body problems fixed.

[stas]

sorry to hear about your problems and problems that the dealer is causing. i have the same sun roof problem, 2nd time already, they fixed it the first time and 6months later its back. i've been told a lot of BS about how my car is fine, i'll hand it to them sometimes there actually wasnt anything wrong with the car, but some things are still getting on my nerves, such as car jerking once in a while at a light, sun roof creaking, and that gear problem.

i suggest trying another dealer if i were you, which is exactly what i'll do once i'll have a couple of days to spend dealing with them. p.s. if its a worranty job they cant charge you, even for diagnostics.

[Fuman]

good luck man

[m_a_t_r_i_x]

now that sucks having a brand new car with all that kind of problems/issues.... goodluck hope that long list get fix sooner

[Fish]

Thanks guys :)

Even if I can't get them fixed and they say 'this is normal' I just want someone to take a few minutes to explain to me why it's normal on my car but not normal on another Mazda 3 (another year, same year, doesn't matter....just give me some reasonable explanation).

About 15-20 minutes after my post, I got a call from the Service manager at MoT. Two weeks with no word, but I suddenly got a call after voicing concerns publicly. Should have done that sooner I guess, but I wanted to avoid it if possible.

Anyway, after a couple phone tag messages, I'll be conveying my concerns to him and then he says they'll 'set a date to fix the issues'.

I'm planning on keeping this thread updated. Not so much to keep MoT on their best behaviour but more so that the public can see what the service is like and judge things for themselves.

[SpeedBaby]

i strongly recommend trying this it worked for me with MOT
the more complaints they get the faster there servise department will get fixed up
think of it as a good thing


http://www.bbb.org/

[Jeff-TheBiz]

I'm planning on keeping this thread updated. Not so much to keep MoT on their best behaviour but more so that the public can see what the service is like and judge things for themselves.

Please tell me you meant MoT Service Dept. :whoa

[FLIPDADY]

Please tell me you meant MoT Service Dept. :whoa
I don't think you and I have to worry Jeff.

[KenYork]

To say the truth, I'd be complaining if I got a product or service that wasn't to my satisfaction. I don't care if the company is at a loss to fix the problem(s), I'm not looking for freebies. I'm not for anything extra, just what is rightfully mine.

As for the shudder at idle, I have a 04 and it does that too so I think it's just normal.

[WLS ZMZM]

yea... Jeff fish seems to like you and flippy... so you guys are probably fine....
Fish really sad to hear that you are having such a rough time.... could just be a lemon.... these cars do happen... just like the car that was built friday before vacation..... seeing alot of this on the newer cars..... even my parents new Pontiac truck... has runs in the paint on the fenders where the hood meets... Pontiac fixed it.. but still not the kind of craftsmanship you'd expect in a new car... so I feel your pain.... oh well best of luck....hopefully they'll be able to fix the issues and keep you satisfied :)

[Fish]

It seems that my patience is being tried. I received a call from the service manager last Thursday while I was in a meeting and he left a message saying "This is all news to me. Call me back and let's get it sorted out". I was unable to call him until much later and I left a voicemail asking him to call me back. I called again on Fri and was told that he was busy.

It's been almost a week since he called me last Thursday and I still haven't heard from him. Even given that we just had a long weekend, I'd still think that he could at least set aside 5 mins to call me at some point during Fri, Saturday or Tuesday.

I've pretty much reached the end of my rope here. Going to call Mazda Canada tonight and probably my lawyer tomorrow.

[MPS]

just get on line it takes 5 min and i swear you will get a call back the next day
telling you how sorry he is


http://www.bbb.org/

[JonsMazda]

It seems that my patience is being tried. I received a call from the service manager last Thursday while I was in a meeting and he left a message saying "This is all news to me. Call me back and let's get it sorted out". I was unable to call him until much later and I left a voicemail asking him to call me back. I called again on Fri and was told that he was busy.

It's been almost a week since he called me last Thursday and I still haven't heard from him. Even given that we just had a long weekend, I'd still think that he could at least set aside 5 mins to call me at some point during Fri, Saturday or Tuesday.

I've pretty much reached the end of my rope here. Going to call Mazda Canada tonight and probably my lawyer tomorrow.


Sorry to hear, goodluck man!

[Fish]

just get on line it takes 5 min and i swear you will get a call back the next day
telling you how sorry he is


http://www.bbb.org/

Excellent idea. Complaint has been submitted to the BBB of Southern Ontario. Service manager is named in said complaint. Sales person is not as sales person was quite helpful.

[HappyJappy]

hey maybe you can also get Silverman helps from CITY TV News.

[Fish]

hey maybe you can also get Silverman helps from CITY TV News.

That might be a bit much. I'm not a single parent struggling to make ends meet while being bent over by MoT. I have the resources to help myself, so I'll leave Silverman for the folks that NEED his help :)

The car still works (Except for when it stalls)....so I'm not in dire need...yet.

[lamerking]

Hope that doesnt happen to me when I pick up my car

[MPS]

well if you go the legal way let me know i want to join you on that
cus i alredy started :bana

[Fish]

No legal yet. I was on my way home to look up the number for my lawyer when the Service Manager :AH called to book an appointment to get my car in. I'm taking the car in on Tuesday. Hopefully it'll be fixed this time. :bana2

[Cardinal Fang]

Be firm with them Fish but always respectful. Hold your ground and best of luck.

[WLS ZMZM]

talk about a pita.... but at least you are finally being seen hope all goes well for ya buddy..... let us know how it all goes for ya...!! BEST OF LUCK

[Fish]

Dropped the car off this morning. Got in at 9:50 and waited almost 35 minutes before the Service Manager came out. It would have been nice if I could make an appointment to see him (instead of 'show up sometime in the morning'), but at least I got to talk to him.

We went on a test drive so that he could see what was wrong. Even though my problems aren't consistent, I was able to show the sunroof rattling and the car drifting. There were a few things that diminished my confidence though:

Service Manager: SM
Fish: F
** please note that these are not necessarily exact quotations. They are taken from memory.


Regarding the Rattling Sunroof
(sunroof is rattling as I go over the semi-bumpy road)
SM: So the sunroof rattles?
F: Yes, it's rattling right now
SM: And it rattles when it's closed?
F: (looking up at the closed sunroof) I would say so, yes.

Regarding the car drifting/not driving straight
SM: drive in the middle of the road so that it's even ground and we'll see what happens
F: (drives in the middle of the road, car drifts left after a second or two)
SM: straighten the wheel
F: (looks at straight wheel). Ok. Is this straight? (car keeps drifting)
SM: (looks at stright wheel). yes
SM: Sometimes cars drift after you let go of the wheel for some time
F: Oh, how long is 'some time'? Is 3 seconds normal?
SM: I really can't say. I'm not sure I can meet your expectations
F: Oh, so I shouldn't expect Mazdas to perform well then?
SM: I don't think that's a valid statement
F: Well I've driven other Mazda 3's and they outperform my car. They work well. My 8 year old Honda Accord (4 cyl) that I traded in outperforms this car.

Regarding the rust on a rim and the paint fading on the bumper
F: You can't really see it right now as it rained last night, but once you clean it, the spots are here (points) and here (points)
SM: Show me the rims
F: well the rims are pretty dirty with the rain and muck so you'll need to clean it to see the rust spots
SM: Well the wheels are steel so rust...
F: (thinking: I thought they were aluminum) (interrupts SM and says): I'm not explaining properly, the rust spots are right at the vertex of the rim (points). But you'd need to clean the rims to see it.
SM: I'm not going to detail your car.
F: Well it was clean the LAST time I brought it in when you were supposed to take care of it. Clean the rim and you'll see it.
SM: .....


Now, after all that he did take the car in and did provide me with a list of all my grievances that I signed off on. I even suggested that flashing the software would help with some acceleration/hesitation issues and that suggestion seems to have been taken well.

Hopefully I can get my car back in working order soon.

[JonsMazda]

Hmm, looks like a lemon car huh...maybe you should bring a voice recorder next time :) Anyways..goodluck!

[S.F.W.]

I've tried to keep my mouth shut on these issues. Being as I have a conflict, as I am an admin here, and Fish is a friend of mine.
However, this poor service really does frustrate me, as I referred Fish to Mazda(and really pushed him on the 3), and MoT. Jeff is a great guy to deal with in terms of purchasing the car. Joe is a great guy to deal with in terms of parts. The weak link really seems to be service.

[MPS]

Fish please PM if ur redy to deal with this cus i just ran in to a major problem with my car last nite ............
Thanks to MOT

[Fish]

I've tried to keep my mouth shut on these issues. Being as I have a conflict, as I am an admin here, and Fish is a friend of mine.
However, this poor service really does frustrate me, as I referred Fish to Mazda(and really pushed him on the 3), and MoT. Jeff is a great guy to deal with in terms of purchasing the car. Joe is a great guy to deal with in terms of parts. The weak link really seems to be service.

The funny thing is that your car drives great and I ended up with the 3 because of that. It's just this 3 that seems to have issues.

The GX rental I got performs better....geez :)

Oh well, I'm keepin' hope alive! :bana

[Fish]

Update: Service Manager just called (10:40 am) to say that he just got in and I haven't picked my car up (no one called me). I said I'd be in later today to get it. When I asked him what work was done, he refused to answer me and said "I'll put it all down on the invoice for you when you get here."

Call me crazy, but I'm not anticipating a happy experience when I get there.

We'll see what happens. The stress of this new car isn't worth it...it's making my physically ill.

[JonsMazda]

Why don't you go to another mazda dealership? It's all under warranty anyways, meaning that you can jump to another dealership..

[Fish]

The only problem with that is that I need MoT to fix the scratches and alignment. Those won't be covered under warranty but should be fixed as the car was delivered to me with those problems.

Never again will I accept "we'll take care of it later". I was pretty dumb for doing that in the first place.

[WLS ZMZM]

sorry to hear that you are having such issues with the dealership.... just seems lately that alot of people are having trouble with the service there.... just sad.... have you called another mazda dealership and explained the situation to them?? with the alignment and the scratches.... I'm not sure if they'd be able to do anything... but they might no harm in calling...

[Fish]

I'm definitely going to head up to Dave Wood in Newmarket if the problems still persist with my car. I mean, it's possible it was all fixed and the Service Manager didn't have time to discuss it with me.....right? right?

If problems still persist, I'm actually having someone get in contact with the head lawyer for Mazda Canada. This guy runs the team of lawyers that Mazda uses for various legal issues. One of the team's functions is apparently in dealing with dealerships that give customers a hard time. Mazda doesn't need that kind of hassle from the dealerships.

I'm not sure what will come of it, and it's only by sheer luck that I happen to have this contact.

Whether my problems get fixed at MoT or not, I think that place needs a serious shake up in terms of service (not sales :p). They're like the Wal-Mart of Mazda dealerships....just smaller...and less competent.

[WLS ZMZM]

if you don't want to go as far as newmarket... you could always pop into Avante Mazda... Ted (service manager) is a great guy... really nice and helpful....everytime I've come in with an issue it was dealt with swiftly....

[Fish]

I actually live right near Avante (3 min drive). I've heard mixed things about them though and don't want to get off on the wrong foot by going in and asking for someone specific. I know some people don't like it when that happens.

I've heard good things about Jose(?) and now Ted apparently.

[MPS]

Ted is the service manager there and he is real good person to deal with
905-780-9999 call him up

[WLS ZMZM]

yeah they are both great guys.. the only one to avoid is Joe Wong.... he tends to come off a little rude.... most of the time I've dealt with Ted.... just due to the fact that I was told by Emilio (used car manager) to come see him or his buddy Adam (both of which are extremely nice guys... and I had a great time joking around when buying my car from them) I hear what you are saying.... though... just some food for thought :) also figured might be easier then have to go to newmarket...

[Fish]

Ok. I'll do that if things fall apart again at MoT today. Thanks for the tips guys :)

And yes, I'll avoid slandering the MoT name at Avante. I know some people have gotten great service there......just not me.

[Fish]

Got my car back.
I give up MoT. You win.

Would anyone like to buy a 2007 Mazda 3 GT? 5000kms. Phantom Blue! (Bleen?)

[MPS]

ROLF
call that lawyer dude
and Mazda Canada
don't give up

[JonsMazda]

Sorry to hear man....did they state what they fixed on the invoice?

[Tokic_o]

Don't give up man!

[levonida0103]

Fish please PM if ur redy to deal with this cus i just ran in to a major problem with my car last nite ............
Thanks to MOT

what happened to your car?

[MPS]

this info will not be posted just yet

[Fish]

OK. Where do I begin?

I picked up my car this afternoon. Before I walked in, I inspected the body to see if the issues were fixed. As a reminder:
1) Scratch on rear left door
2) Scratch on rear right door
3) Rust (or something) on front driver rim
4) paint fading (looks like an oil sheen) on the rear bumper.

The scratch on the rear right door (passenger side) was gone and the rust spot on the driver's side front rim had been removed. The scratch on the rear left door remained and the bumper had not been touched. Additionally, the bare minimum had been done. ONLY the one rim had been cleaned and only the spot on the door had been cleaned. This is not a problem, just an observation.

I went inside and spoke with the Service Manager (SM) and he came out to look at the car. He was surprised that the scratch was still there and said that they must have missed it due to a trick of the light. When I inquired as to what was going to be done, he said that I should bring it back someday and it'll 'take about a 1/2 hour to fix'. I said that I'd just keep the rental and grab the car tomorrow and his response was "absolutely not! We've already paid for 2 days of rental."

I then asked about the bumper. I know it had not been inspected because it was still dirty from the rain we had on Monday night. He said that the bumper had to be clean for them to look at it and that he 'wasn't going to detail my car'. I pointed out that it was clean when I brought it in the initial time I asked him to look at this issue and he didn't say anything. I then asked him point blank if he just refused to look at it because there was dirt on it and his reply was that he wasn't going to clean it because he was offended by my posts on this forum.

It seems that I have offended SM by posting my opinions on this public forum. I referred to Mazda of Toronto's service department as 'incompetent' and he took offense to that.

My limited vocabulary has inadvertently offended hims so I'm asking for your help. I don't know of a kinder word to describe the service. My situation is that I've brought my car in 4 times for something specific to be done, and it has not been done. Can anyone help me express myself in a kinder way. Incompetent may be harsh and for that I do apologize. Give me time and I'll find a new word.

However despite the offense taken, I found it surprising that SM refused to do his job. Especially when MoT's service has been unsatisfactory (maybe that's a better word) before. He has made it quite clear that he does not like me, and I don't think the work will get done no matter how many times I bring it back there. The fact that he has asked me to come back yet again shows that he has no respect for my time and therefore probably has no respect for me. The fact that he refused to look at an issue with my car shows that he has a personal problem with me and has refused me service on that basis.

That being said, some things WERE taken care of:
1) Centre console no longer rattles
2) Sunroof now only rattles when I go over bumpy roads....I'm assuming that's normal?
3) car now drives straight as the back 'toes' (?) were reset

Diagnostics were also run and I was told that they checked for a firmware upgrade. No problems were found with the car and no new firmware was found. I find that odd because Low_ets posted about finding a firmware in August, but maybe he had a different model of car. The car still has the odd problem with acceleration and hesitation which I was hoping the firmware would fix....but it's mechanically sound otherwise. Teh GX rental I recieved had better acceleration (without hesitation) but it was a 4 speed car as opposed to my 5 speed.

I have just never been treated so shabbily by a company. Salesmen at futureshop selling me a $100 DVD player have treated me better. Honestly, I can't stand the sight of my car right now. If I could sell it and just go buy something else I'd do it (but I'd lose money). It does run and I'm sure it's fine, but every time I look at it I remember the way I've been

treated by MoT. Honest to God, I thought I'd be treated better when I bought a new car. If I realized this would be the way things were going to be, I'd have just stuck with Parkway Honda and a used car.

I'm going to have to shell out to get the scratch removed myself. I doubt I'm going to go back to MoT. (At least I won't have to drive all the way down there again! :)) SM does not like me as a person and I can't trust someone like that with my car. At least some of the work was done and for that I'm grateful. The car is also under warranty so if/when something happens I can take it somewhere else. If I manage to get in touch with that lawyer, I'll simply tell my side of the story. I'm not going to sue and I'm not going to pursue it further than the BBB. I've had it with Mazdas and MoT.

[MattC]

Man, you HAVE TO pursue this with the BBB, the reason people like this still have jobs in the industry is because people do what you feel like doing right now, which is giving up.

I don't agree with sueing, but you owe it to yourself, and every other member of this board to report them to the BBB.

It's good they fixed some of the issues, and seemingly the major ones, but
the fact the dude was all pissy cause you posted your experience here, is incredibly unprofessional, as his crappy attitude and service warranted a post on your behalf in the first place.

I havent had any issues with the service department, other than bad attitude every time i'm in there, but these horror stories are a good warning for the rest of us...

This will make me think twice before bringing my car to them if a problem does arise.

[midnightfxgt]

WOW!! I can tell you this.... I will NEVER service my car there again. I will still support Joe and Jeff, since they are both kick-ass, but I will not be back for service. Funny to as I have both the GFs parents asking me where to service their Mazda3s (You should see it when I am over, 3 Mazda3s lol!)

I wont refer them here. Thats a big tally of people. All they had to do was treat you someone fine... even just average, and none of this would happen :(

[MPS]

now that you all know how he got served
my service wasent any better

[Fuman]

That being said, some things WERE taken care of:
1) Centre console no longer rattles
2) Sunroof now only rattles when I go over bumpy roads....I'm assuming that's normal?
3) car now drives straight as the back 'toes' (?) were reset

ur sunroof should not rattle PERIOD!!!

[Fuman]

take it up with the owner/BBU/mazda canada....
I don't know where ur scratches came from but since MOT is fixing it, I assume they did it? (u probably posted it before, but I haven't re-read the whole thread)

[Caz]

Fish, you shouldn't give up!

I guess the SM doesn't realize that it is a 2 way street and if they had treated you right you would have most likely written a good review about them and the service they provided.

[RedRaptor]

Fish, that sucks. But again, don't let a dealership ruin your experience with Mazda. I used to service my car at MoT as well but I had a really bad experience with their service advisors and like you, I thought about selling the car because it upset me everytime I looked at it.

However, I just quietly took my car to another dealership. They don't do everything 100% to my satisfaction however they also don't give me the kind of drama the MoT service dept is known for.

You sound like a very reasonable person and for the SM to treat you that way is just wrong and unprofessional.

Give the Mazda3 a chance and don't let MoT Service Dept ruin this for you.

[sauga_kid]

Fish, I agree with Rob, as you have experienced with your loaner and Ami's ride, the 3 (and mazda's themselves) are decent rides, don't let MoT's service department ruin your experience with it. I too have had my car serviced at MoT simply out of convenience but have too not been 100% satisfied, however it should not reflect on the car itself. In echoing everyone else's sentiments, follow up with Mazda Canada (which I too haven't found to be amazing as well) in addition to the BBB and at least, if anything, make your case known. Experiences like such should not be kept hush hush as the title given to the Department is "service", the BBB is put in place to insure that service is kept to a standard. Sorry to hear about your experience and I hope that you can look beyond it and enjoy the new car.

[Fish]

Just thought I’d make another post to clarify things/answer a few questions I’ve gotten.

Is it your goal to get the Service Manager fired?
No. This is not my goal. My goal is to love my car and have it perform/look as it should. Getting the Service Manager fired will accomplish nothing for me as I wouldn’t go back to MoT even if he were let go. I’m also sure that he gives great service to other people. It just seems that he doesn’t like me personally.

Why are you making such a big fuss about a scratch? It’s such a small thing.
I’m usually a picky guy when it comes to big purchases. When I spend $2000 on an LCD TV, I expect to receive it with no blemishes. The same goes for a $25,000 car. I expect it to be perfect. If the scratch is such a small thing, then why hasn’t MoT gotten rid of it?

But the car is mechanically sound, right?
According to the SM at MoT, the diagnostics showed no problems with the car. However, I still feel that there is an unknown issue. I still have the hesitation problem, but I cannot reproduce it consistently so most people will just think I’m crazy.
The problem USUALLY presents itself in the following scenario: I’m stopped at a red light, car is in gear and ready to go. Light turns green and I accelerate at a medium pace. Car will shift into 2nd gear with a little jerk and then hesitate with a medium jerk as I try to accelerate further. Then it’ll “catch” and proceed to go faster.

Why aren’t you taking legal action?
Simply put: It’s not worth my money/time. I don’t have deep pockets and I don’t want to get embroiled in a legal struggle. It’ll probably cost me less than $200 to get rid of the scratch myself and when something does go wrong with the car, it’s covered under warranty.
However, I will follow up my complaint with the BBB as best as I can. I don’t know how far I can go since I’m unwilling to bring the car back to MoT. The BBB may just say that no further action can be taken and just keep the complaint on file.

Why are you posting about all of this? Is it to stop people from going to MoT?
I’m posting so that others can read my experience and judge for themselves. You’re all big boys and girls and can make up your own minds. I’ve tried to be as reasonable and level headed as possible. MoT has had 4 chances to fix this and it has cost me a lot of time and money. I’m done with them, you can decide for yourself if you want to go there or not.

What about Jeff and Joe? Don’t you feel bad about saying all of this about their dealership?
Yes. I do. They’re both great people and Jeff has gone above and beyond the call of duty to try to help me out. However, everything I’ve stated is simply my experience. I’m not complaining unjustly, I’m just stating what happened. Unfortunately, keeping silent will not serve any purpose and I need to know that others know what happened.

Will you keep your car or sell it?
I’ll probably end up keeping it. It’s just no fun to drive, but it does get me from point A to point B. If I could sell it without a loss, I would. But as I said before, I don’t have deep pockets and can’t afford a loss at this juncture. Plus if I were to sell it to a Mazda enthusiast, they would want the price lowered because of the small scratch and if they noticed the paint fading on the bumper. I’m not sure what would happen if they drove it.
I may try to sell it next year once things even out a bit.

Do you hate Mazdas now?
At this moment? Yes. It’s an irrational emotion though. I know it’s just because of the stress of my experience and I don’t expect to hate them forever. I KNOW the 3s are good cars as I’ve driven a few and a few friends own 3s and they’re very pleased. For some reason people come to me for advice on anything mechanical or technical. I’ve told many people about my experience, but I also try to let them know that the 3s are good cars. Unfortunately, I know that MoT has lost at least 2 sales due to my experiences. One person bought a 3, but from Dave Wood in Newmarket and another person went with a Pontiac Vibe instead.

What is your opinion on this whole matter?
Customer service counts for a lot. The service manager felt that he was justified in ‘punishing’ me by not looking at my car’s bumper. He was upset about my posts on this forum and therefore decided to refuse me service unless I cleaned the car’s bumper myself. This is not the way to win me back as a customer. His intent was to perhaps teach me a lesson and show me that he has power. Fortunately I don’t need a father figure to teach me a lesson. I’m a grown adult and a PAYING CUSTOMER. The lesson I have learned is that Mazda of Toronto’s service department is not a good place to have your car serviced. The service manager seems very condescending and self-righteous. Even after I’ve been in there 4 times for the same issue, I received no apology for having my time wasted. Instead I was treated shabbily and shown that the service manager has the ‘power’ to refuse me service.

When people ask me about my car now, I just say 'It's a great used car! Unfortunately I bought it new.'

Hopefully this answers any questions and shows that I’m not a crackpot :) If you have any questions for me regarding this issue, I’ll happily answer them.

[JonsMazda]

You should try Mississauga Mazda, I heard great reviews in the service department, even tho it's kind of far for you...

[cereal83]

Just thought I’d make another post to clarify things/answer a few questions I’ve gotten.

But the car is mechanically sound, right?
According to the SM at MoT, the diagnostics showed no problems with the car. However, I still feel that there is an unknown issue. I still have the hesitation problem, but I cannot reproduce it consistently so most people will just think I’m crazy.
The problem USUALLY presents itself in the following scenario: I’m stopped at a red light, car is in gear and ready to go. Light turns green and I accelerate at a medium pace. Car will shift into 2nd gear with a little jerk and then hesitate with a medium jerk as I try to accelerate further. Then it’ll “catch” and proceed to go faster.

I also get that all the time but it's if I shift below like 4000 rpm and have the a/c on. It feels like I need more power and will hit a certain rpm and then finally kick in.

[JonsMazda]

It's normal when you have the A/C on....everyone gets that kinda lag when AC is on..

[Fuman]

It's normal when you have the A/C on....everyone gets that kinda lag when AC is on..

if its ATX.. im not getting issues during shifting with A/C, unless its really hot outside, as in 31+

[Fish]

Well guys. I've truly lost. The BBB has closed the file for some reason.

BBB Processing

2007-09-05 web BBB Complaint Received by BBB
2007-09-06 KAS BBB Complaint Validated by BBB Operator
2007-09-06 Otto EMAIL Send Acknowledgement to Consumer
2007-09-06 Otto EMAIL Inform Business of Complaint
2007-09-07 WEB BBB RECEIVE BUSINESS RESPONSE : Contact Name and Title: Rick Boudreau, MGR
Contact Phone: 416.642.7777
Contact Email: contact reomved@mazdaoftoronto.com
We have scheduled a convenient date next week to address this customer's concerns.
A rental vehicle is not part of warranty coverage, nevertheless, we will provide one for this visit at no cost to the customer other than optional insurance and fuel useage.
2007-09-07 FMD EMAIL Forward Business response to Consumer
2007-09-13 WEB BBB RECEIVED CONSUMER REBUTTAL : (The consumer indicated he/she DID NOT accept the response from the business.)
Car was brought in and issues were STILL not fixed. Service Manager 'missed' the removal of one scratch and refused to look at the bumper of the car as it was dirty. He refused to clean the bumper and I was told to come back when the bumper was clean. I pointed out that when I first brought in the car for service it was clean and if he had fixed the issues then, there would be no problem now.
The reason he refused to clean the car was because he was offended by posts I had made on an Internet discussion board detailing my issues with the dealership.
2007-09-13 FMD BBB Bureau judged complaint resolved
2007-09-13 Otto BBB Inform Consumer - Case Closed AJR
2007-09-13 Otto BBB Inform Business - Case Closed AJR
2007-09-13 Otto BBB Case Closed AJR




I specifically said 'no' to the question 'has your complaint been resolved' and they closed the case anyway. I guess the consumer really has no rights at all.

[Fuman]

e-mail them and reopen it... closing the case without ur permission seems stupid

[MPS]

or you can call them

[MajesticBlueNTO]

Well guys. I've truly lost. The BBB has closed the file for some reason.


I specifically said 'no' to the question 'has your complaint been resolved' and they closed the case anyway. I guess the consumer really has no rights at all.

probably because MoT is not a member of the BBB (http://www.bbbmwo.ca/commonreport.html?bid=1154735&language=1)...so what else could the BBB do?

looks like you'll have to take your complaint to Mazda Canada and contact that lawyer guy if you want to move further....sucks that this had to happen.

[MPS]

they are a member of BBB

[Fuman]

they are a member of BBB
MajesticBlueNTO's link clearly states MOT isn't a BBB member...

[MPS]

ohhhh

[rsquared]

You should try Mississauga Mazda, I heard great reviews in the service department, even tho it's kind of far for you...

+1
I was at Mississauga Mazda yesterday for my 72k service and everything went really smoothly.

The way they treated some members here is simply unacceptable. Although nothing bad has personally happened to me while getting service at MOT, I like to support/give my business to people who provide a high level of service to ALL their customers. I was previously a MOT service customer, but having read all the horror stories from several different members, I've decided to take my business elsewhere. I will still see Jeff for buying and Joe for parts though.

[SP33D 3]

camvap.ca... thats the arbitration website i used when i had problems with my old mazda 3 at MoT... end result i ended up with a speed3 after paying the difference and losing a few grand... i felt the same way towards mazda.. completely hated the company, but now i love it because i love the mazda i have now

[WLS ZMZM]

honestly Fish... I really feel for you with this situation... don't give up the fight here buddy... we have to show that the "little guy" doesn't always get pushed around..... as for reading your posts on here.... No offence to joe or Jeff here... but really shows not only how Petty the SM is... but also how unprofessional he really is.... to try and punish you is quite pathetic.... had I been in his position i would have tried to go above and beyond to rectify your issue personally to make sure you were happy with the service.... it seems that alot of people forget how word of mouth advertising can kill a company... and thats why when there is a complaint you should do what you can to fix it... at least thats what I do... I hate hearing a customer say they were pissed off.... or not happy with the service... they recieved... if I can I will do my best to try and rectify the situation or at least try to help the customer get the situation rectified.... there really is no excuse for poor customer service... especially when the matter is so small... like really buddy... "cuz the bumper wasn't clean" is a bs excuse to me... and I really do understand your frustration with the situation.. and again you seem to be handling it much better then me... take the car elsewhere.... hopefully you'll be treated as a customer and not as nuisance.... it's sad to think that the comments made on this board could effect the possible service done to my vehicle in the future.... which means I would be hesitant to now take the car to MoT for service as fear of "punishment"

We could all only be so lucky if the service department were made up of people like Jeff and Joe... then this dealership would recieve nothing but praise... MoT use these two as an example of how to deal with a customer... it should be as though you are family.. meaning..... welcoming, warm environment, friendly and professional... these two guys are ALL STARS!!! and you have alot to learn from them!!! If it wasn't for either of these guys i would most definitely be taking all of my business elsewhere.. !!

[Fish]

I'm just going to call Mazda on Monday and see if they'll let me get the work done at Avante. I also want Avante to take a quick visual look at the engine to see if anything's off.

I've never opened up the hood of my car, but last night I got home and was frustrated at the knocking noise I've been hearing for the past 2 months. So I opened it up to see if I could see anything while the engine was running. I saw that the side of the engine with the belts (I know little about cars) was vibrating back and forth and there's some sort of pipe on the other side that was vibrating wildly....but nothing was knocking. So I closed the hood and shut off the car.

2 hours later, on my way to the gym, the noise was gone and it hasn't returned.

Maybe if I pop off a tire and put it back on the engine will stop hesitating? :)

[cisco23]

Check out http://camvap.ca/eng/consumers_guide.htm
In these situations, this might help and cant hurt. You never know, arbitration at best can make Mazda buy back your car.... Dont give up. A car is one of your biggest expenses in life, not like buying a shirt with extra long sleeves that you just chuck. One thing is for certain that will benefit you no matter who you take your complaint to and that is to detail everything you did. DOCUMENT DOCUMENT AND DOCUMENT. Date Time Issue/Action. Support this with your emails sent/received phone calls.. it all adds up and shows the seriousness of your issue and your dilligence in the matter, even if you decide to go down the legal route your saving time the lawyer would spend putting this together in one package.

[Mazda3_06]

I think everybody should just boycott MOT all together if the SM is such an ass.
There has been more then one person that has made a complaint. just because you bought your car there doesnt mean you have to get it serviced there..everybody should check out other dealerships. Westowne is where i bring my car to and i have no complaints!

[FLIPDADY]

I think everybody should just boycott MOT all together if the SM is such an ass.
There has been more then one person that has made a complaint. just because you bought your car there doesnt mean you have to get it serviced there..everybody should check out other dealerships. Westowne is where i bring my car to and i have no complaints!
Yeah let's boycott MOT!:loco

You should be more specific with that statment.

[cereal83]

Yeah let's boycott MOT!:loco

You should be more specific with that statment.

Maybe then somebody will do something about the apparent bad SM, If I ever have to deal with him then I will make alot more noise but since I have been there, I have been treated really good by everybody so I cannot complain about anything. But if the SM really is an issue, maybe something really needs to be done about him/her.

[Fuman]

Maybe then somebody will do something about the apparent bad SM, If I ever have to deal with him then I will make alot more noise but since I have been there, I have been treated really good by everybody so I cannot complain about anything. But if the SM really is an issue, maybe something really needs to be done about him/her.

just get Biz/Flip to be the General Managers.

[Jeff-TheBiz]

just get Biz/Flip to be the General Managers.

If I knew more about the mechanical workings of the car.....

[Fuman]

If I knew more about the mechanical workings of the car.....
thats why i said Flip too. The Dynamic Duel of MOT!

[cisco23]

What do you need to know about cars these days.. Jeff, consider yourself master mechanic.