| rev:text
| - Unfulfilled Promises:
When I went to purchase my brand new Mazda CX-5 Grand Touring at Earnhardt Mazda, I had two questions that were specific to my case. The first I brought up before I was even willing to test drive anything. I told them I was able to provide all contact information I had for the cosigner of my vehicle, but if I was responsible to get something signed I would rather do so before I even test drove anything. My sales person and the finance guy at the dealership both confirmed the information I provided them specific to my consignor was sufficient, Mazda would handle all communication and paperwork from there and they promised to deal with everything needed to clear the title of my old vehicle. The second question was if I could keep my "Freedom" plates that support the troops, since this is very near and dear to my heart with two military sisters. They promised this could be done.
Since those promises, I have received 40+ calls, emails, and texts asking me to provide them with more information on my cosigner (which they know I don't have), asking for surveys to be completed, promoting Mazda and who knows what else. Many of the phone calls have happened within 2 minutes of each other, by three different people at the dealership. This is really inconvenient when I am in work meetings, shows a lack of coordination on the business's part, and is just outright rude in general. Every time, I told them I had no additional information to give (I had already provided all contact info, as was made clear at the time of purchasing my new car). I even offered suggestions to them about what they could do to get the information they needed. More than a week ago, I suggested they call the dealership that sold me my trade-in. After that suggestion, I continued to get called and hassled by Earnhardt Mazda. Reaching a crescendo of annoyance, I called the old dealership myself.
They walked me through the entire process title transfer process: what they need, what Earnhardt Mazda needs, and what I or my cosigner needed to do. I got the manager on the phone to confirm all the information I received. He was shocked to find I've been inundated with unnecessary phone calls, emails, and texts and even asked if there was anything to do to make my experience better. WOW! Talk about amazing customer service from a company I no longer had ties to.
I learned from the older dealership (here's the good part) that the lean was electronically released to Earnhardt Mazda on May 18th. From then, it takes an estimated 7-12 business days to arrive at the Arizona DMV. Then, to get from the DMV to the dealership takes another 5-7 business days. They said there is no way based on the date of the release, which they communicated to Earnhardt Mazda, that anything should show up in Earnhardt's hands until around at least June 10.
They also mentioned that a signature from my cosigner or any kind of contact with her was not even NECESSARY since the car was paid in full. It is positively bizarre that Earnhardt Mazda did not call the older dealership and confirm any of this with them, and instead decided to inundate me with repetitive requests.
The second promise Earnhardt Mazda again failed. My old car had a freedom plate, and I had no intention of dropping it when I changed cars. I received a very vague email from another contact at Earnhardt Mazda saying I needed to get my former cosigners signature to get plates on my new vehicle. (Weird seeing as they had nothing to do with the new purchase.) When I asked for detail on where the process was as I was told in a very short response it was taken care of. Yet now, 2 weeks later, my temporary license plate is expired and I still do not have my American flag license plate but rather a plain one which I very specifically mentioned I did not want. Every time I talk to people at Earnhardt Mazda about the title, I also ask for a status on my plate. Everyone, including the General Manager, has told me they would look into it, yet I have not heard a single thing about the status of my plate. It feels like the only thing they care about is badgering me about an issue that I cannot help with, and have gone beyond my original commitment to help them to solve (I'm sure if they took the time to contact my last dealership, they would get all the useful information that I got).
I chose Earnhardt Mazda because their reputation on Yelp seemed very good. Yet in my case, they have utterly and entirely dropped the ball. For those who are looking for a dealership that will care for you the way they promise I suggest you keep looking.
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