December 4, 2018
I used Mazda of Roswell's online service to schedule the Maintenance Services: Replace Rear Wiper Blade, 60k Mazda Recommended (S2), the Recall Service: Mft Campaign/Safety Recall Notice: 18V-717Campaignid: 18V018 passenger Airbag with Connor Taylor. I also noted I needed the key fob battery replaced. I also noted that I should still get an included oil change and tire rotation (free) still under warranty. When I checked in, I mentioned to Alex I wanted to get the car interior cleaned. Another advisor said yes they could make sure it was complimentary while they did the service. They offered me a ride for us to get breakfast since we were waiting. On the way back, Alex called and was told I was at approx 60k miles and if I wanted more than the oil change? I stated, yes, that's why I scheduled online, the 60k service and reminded him of the quote it showed online for the service over $300. I was told it would be a few hours before my vehicle would be ready, so he offered me a loaner vehicle since I had prior engagement and wouldn't be back before they closed. I was also advised they didn't update my home address (I've been at my current address going on 3 yrs and only have my vehicle serviced at Mazda Roswell) They didn't have my car insurance info on file either, but I also advised they've gotten me a loaner and a rental before, so I wasn't sure why my information wasn't updated by now. I ended up hanging out in the customer lounge for several hours due to it raining heavily all day. I then checked with Alex to see if my vehicle was ready, so I wouldn't have to take the loaner car. He advised the vehicle still wasn't ready, so I told him I was leaving. About 10 mins later, I was about to park at my destination and I received a call from Alex that my vehicle was ready. I immediately went back since I didn't want to keep the loaner any longer than I had too. Upon getting into my vehicle after checking out, I instantly noticed the interior cleaning NEVER happened as the debris was still on the carpet and the rear wiper blade wasn't changed and neither service noted on the paperwork as originally requested. I've never had any real issues from the service department, but this experience really aggravated me since I know have to still make a special schedule to go somewhere to get my vehicle interior cleaned and my rear wiper blade changed. I don't have a rating for Connor as I don't know if he was there.