Amanda Schrimshear

Weston Bryant

My wife and I bought a 2018 Grand Caravan from Tom Roush in April. We found the vehicle we wanted and were happy with the price we negotiated, but our overall experience has been disappointing from a company that stands on a 4.7 star rating and what they claim is 52 years of great customer service. It was important to us that we bought a reliable van for our family, and after asking our salesman more than once for the service record, Freddy did give us a copy. With each question we asked, he assured us, “This is a reliable van and we only sell vehicles that have passed rigorous quality tests.” Lots of promises. A few hours after my wife picked up the van, the check engine light came on. I reached out to Freddy to see what solutions he had for us given we bought it that day and his response was short, “I can’t promise I can do anything but I can have our service department look at it.” I lost all confidence in that moment and I wasn’t about to make the hour plus drive to have them “look at it,” so I took it to my local mechanic whom I trust. The service diagnostic revealed two engine evap codes. In short, a rodent chewed through a tube as well as some wires, and the gas cap wasn’t sealed correctly. I can’t say with certainty that the people at Tom Roush reset the codes before selling us the van, but it seems likely, and at best unprofessional. At worst, unethical. I don’t expect a response from this company but if they do, they’ll probably blame me for not buying the warranty. Live and learn, I guess. There were some good things I could say. The manager was very kind and entertained our kids while we were shopping for the van. If he wants to give me a call with an actual solution that provides us with a better experience, I would be happy to change my review. Buyer beware. Lots of empty promises.

Ron Hampton

Very cordial staff. I was taken back a bit at the basic $175 charge to diagnose the issue, but the charge was deducted when I approved the repairs. Repair costs have certainly raised tremendously , and were a bit difficult swallow, given I’m retired and on a fixed income. But with the repairs completed, my ‘92 Miata is back on the road! They did a good job, and seemed very honest and caring.

Bek Yuldashbaev

I was disappointed with the service I received. I contacted them about a car they had listed for sale. Communication was horrible and they ended up selling the car from out under me. If you are an out of state buyer, I recommend looking elsewhere. Edit: I contacted the dealership about getting picture of a car before proceeding with the purchase. It took them 3 business days to send the photos to my email. As soon as I received the pictures, the salesman started the credit application process to just tell me later in the day that “someone else came in and purchased the vehicle”. This was extremely unprofessional especially after the salesman took down all my information for the credit app. The manager then contacted me promising that he will reach back out with other possible potions, he never ended up reaching back out. Again, if you are an out of state buyer prepare to be neglected.

William Schulke

I really appreciate the great service I get at Tom Roush Mazda. I highly recommend them for your next purchase and/or service.