Below is a description of my recent new Mazda purchase experience at CardinaleWay Mazda, a relatively new dealership located in Mesa, Arizona:

1) CardinaleWay is the only Mazda dealership in the Phoenix area that installs front license plate brackets on their cars (a front license plate is not required in Arizona, however). On my Mazda3, this required drilling two holes in an otherwise pristine factory-fresh bumper. I had told my salesperson I didn't want the bracket but it was installed anyway. When I protested, the bracket was removed, and the holes were filled and painted at no charge to me.

2) I was required to sign an agreement waiving my rights to a jury or court trial if I have an unresolved dispute or claim with the dealership. The agreement stipulates that all disputes or claims will be handled by a third-party arbitrator. Of the six Mazda dealerships in the Phoenix area, only CardinaleWay and one other dealership require such an agreement.

3) My transactions with the finance staff were videotaped and recorded.

4) I was overcharged for my vehicle's title and license fees. When I protested, the amount was refunded.

5) I canceled a pre-paid accessory installation before taking delivery of the car. The correct amount of money was not refunded, however. When I protested, an additional amount was refunded.

6) My car was not clean nor properly prepped at the time of delivery. Among other issues, I found water spots etched into the roof paint and rear window. Because I didn't trust the dealership to do a satisfactory job of removing the stains, I did it myself, spending a couple hours in my driveway carefully rubbing out the spots with a special cleaner.

7) FREE OIL CHANGES FOR LIFE: This is CardinaleWay's signature service. I was told by my salesperson that I would be able to have 20 free oil changes for as long as I own my car, and that the 20 oil changes could be done at any time. I asked if I could get a free oil change every 3,000 miles and he answered yes. Apparently my salesperson had briefly stepped out of the dealership’s self-proclaimed “No Lie Zone.” In fact, I signed a form at the time of delivery that limits my free oil changes to Mazda’s maintenance schedule, or every 7,500 miles or six months. I later asked the "Certified Mazda Master Mechanic" service advisor what brand of oil they use. He said he didn't know.

8) Soon after the time of delivery I had to have two items on the car fixed under warranty at this dealership. Both items were supposedly repaired but each item had to be repaired again (this time, at another dealership) because of either faulty workmanship or the wrong part had been replaced.

9) I wrote a letter to the general manager of the dealership, the corporate owners in California and Mazda's corporate office stating the problems with my experience. I received no replies.

 

Yea, I too have had a less than 'favorable' experience with this dealer. My wife and I purchased a Mazda5 there in November, then in December we purchased a Mazda3 5-door. Well, the '5' developed a very slow coolant leak. After driving the car for awhile you can smell the coolant when you roll the window down. Evidently the leak is small enough that is undetectable by the dealer because I've taken it in 3 times and they cannot find the leak. Yet, I have to periodically add water to the resevour tank. On one occasion, they added some kind of red dye to the coolant in hopes the leak would show up... but nada. I'm very disappointed.

I'm about to try another dealer.

I guess what irks me most with this dealer is their way of doing business. Every time I take my car in for anything, including the free oil change, they always mail me my service ticket. I've never left with my copy of the service ticket. They always say they're putting time on it so they get paid more money from Corporate. Is this fair? Furthermore, I don't always get the ticket in the mail. Sometimes I have to call and have them send me another.

Okay... I've put in my 2c worth.