Culver City Mazda

My wife spent nearly 6 hours sitting at the dealership, for an appointment that was supposed to begin at 10:30am. When she arrived, she told them she would be waiting there, but heard nothing more until she asked for an update at 1pm, at which point they told her that the car hadn’t been sent in to start work yet. Why did we have a 10:30am appointment, if the vehicle wouldn’t start work until after 1pm? We brought the vehicle in to deal with 3 things: 1) regularly scheduled maintenance, 2) to fix an issue with a seatbelt, and 3) to replace a broken side-view mirror. At 4pm, after spending her entire day there, she was informed that the service center didn’t have the replacement part for #3 (despite us having called originally 3 weeks prior, and confirmed the appointment again a week beforehand). She got no follow-up or updates from the service department during the nearly 6 hours that she sat at the dealership, and left fuming. Later that day, I received an email from the service department with an invoice for $55 for the scheduled maintenance, despite the fact that I was told we would have 1 year of free maintenance, when we leased the vehicle, and that my wife was told there would be no charges, when she left. The only other experience that we have had with this service department came a few weeks after we initially leased the vehicle, when we brought it in to patch a puncture in the right rear tire. They were kind enough to do that for us, free of charge, but then, about 2 weeks later, I noticed a significant vibration in the vehicle that seemed to be coming from that same right rear tire. After pulling off the road, I found that one of the lugnuts had completely fallen off of the car and that one of the others was finger-loose. When I jacked the vehicle up the entire wheel was wobbling loosely on the bolts, and the other 3 lugnuts all needed tightening. If I had continued driving the vehicle (on the winding mountain road that I was on at the time) the consequences could have been tragic. Thank god my wife and kids weren’t in the car. When I called the salesperson who originally leased us the vehicle, in order to mention these frustrations to the dealership, he transferred me first to his manager (the sales manager) who then attempted to transfer me to the service manager (Jose). When he didn't answer I was sent to a voicemail box that was full. So, I went back to the main line and was able to get to the service department receptionist, who confirmed that Jose was unavailable. I asked to speak to Jose’s manager (Chris?), the general manager, and was told that he was unavailable, and that there really wasn’t anything more that she could do to help. Between these experiences, although we like our new car a lot, it’s hard not to have a negative impression of the Culver City Mazda service department.

The service at Culver City Mazda is fantastic. They are very thorough and knowledgeable, and I plan to continue getting my car serviced there.

My service advisor Ruendi completely misrepresented the service I was being given. He told me the service would be $225 all in and did not follow up with me throughout the day. I could not get ahold of him, I called the department almost a dozen times trying to understand why my car still wasn't ready after 8hrs. i finally had to just drive down to speak in person from lack of communication. Once I arrived I had to wait another 30mins, received a bill for $600 and none of the items the technicians found in their video review was done (nor did he offer to me for it to be done.) I've been to this shop a half dozen times without any issues but this recent experience was so bad I don't see myself coming back. Extremely disappointing

This experience has been one of the best I’ve ever had, I have an Audi and Toyota and my god Tony, Bryant, Arlene blew it out of the water. Kervin was so knowledge as well on my last visit.

Bryant, Tony, Arlene and Kervin were all so amazing. I’ve never had an experience like this before and I owe it all to them.

Friendly, courteous staff who answer all my questions. Lyft rides eliminate waiting around. Very easy transaction, thank you!

Yesterday was unnecessarily stressful. When I made the appointment, I said my husband will be dropping off and picking up my car so he will be the point of contact. They verified his number was in the system. When my husband dropped off my car, he reminded Ruendi that he will be the point of contact. There were numerous mistakes by Ruendi. First, he provided the wrong information to my husband. Ruendi stated I’ve only gotten oil services done since 2016 (which is incorrect) so he told my husband it will cost over 1K to get everything I need done. However, my car wasn’t even inspected yet and he listed services I didn’t need. For example, he said I need to change my spark plugs when in fact I got them changed February 2024. He would have unnecessarily charged us for services I didn’t need. He was also contacting me (the incorrect person) instead of my husband. My husband called Ruendi countless times, but never got an answer until way later. I had to step outside of work and tell Ruendi I was not happy with today’s service. I told him to please provide my husband with a list of items that are urgent to fix. He said he would send it, but it would be the wrong prices because he didn’t know the prices currently. I was also upset at this statement, why would you send the incorrect prices to the customer? You should find the correct prices first, and then send a quote. He said he would call my husband right after we got off the phone, but he did not. This was the worst experience I’ve had at this Mazda, I do not want to bring my car back to this location if this is a common occurrence. I’ve been going to this location for years. To state I haven’t gotten any work done since I bought my car and providing misinformation & the wrong quotes is ridiculous.

I was told to come in ASAP for service, upon arrival, the valet said they would not take me and said I was too late even though the man over the phone said to come. I ended up talking with one of the managers in service who was super kind and said, "we never turn away any one." which I am very grateful he ensured I knew that. He was amazing, took my case (both my car keys did not work), and I received my keys (fixed) the next day. Additionally, the manager kept me in the loop, and called me in advance before doing further services that would cost me extra. I appreciate his mindfulness.

They had car for 2 weeks and still was not ready, had to wait another hour just for a battery change. Desk clerks need to learn professionalism and not call people Chief, Boss, Sport, Etc

Marlon, Govanni & Potter provided excellent service! Highly recommend them if you're in the market for a new Mazda!