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Andres Calderon

April 4, 2024 · review of Tom Roush Mazda

For background, I contacted a salesman named Brent Cassidy more than a month and a half ago and after getting approved for financing I was ready to move forward; This dealership ghosted me for one and a half months for a vehicle I was already approved for and then called me saturday morning at 7:20 am in telling me that I need to get there by monday morning (i live in texas, 1500 miles away) that they have me approved and wanted to sell me the car, but didnt want someone to snatch it up from me since I applied a month and a half ago. Then i keep contacting them and I find out a lady from kentucky was going to make the drive on monday to purchase the vehicle but did not put a deposit (this dealership only holds vehicles for one day with a non refundable deposit) and the salesman told me they could not hold it for me, keep in mind the drive alone is 20 hours from Texas. In any case, it is unprofessional and scummy for 1. The Other lady who was going to purchase the vehicle, as the dealer is encouraging me to put a deposit to basically prevent her from buying the car with what they had agreed on, and 2. The dealership essentially ignored me for a month and a half then asks me to show up next day from the other side of the country or I will not get the car. I think this dealership is shady and scummy at worst, and deeply unprofessional and incompetent at best. Please buy from them at your own risk, as you are competing for the "privilege" of being a customer; and if deemed inadequate or the salesman is not invested in you, even after being approved and essentially only needing to sign, they will ignore and ghost you then pressure you to buy a next day flight to purchase the vehicle (unless it was already sold to begin with and they wanted to sell me something else after making the flight across the country or switch up the interest rate.) If you need any evidence and information on this take feel free to email me and I will happily tell you everything i know from this dealership and show you evidence that all of this happened.

Response from owner

Andres, First off we want to thank you for your feedback regarding your experience here at Tom Roush. I want to a point out that we have been in business for over 52 years and have a 4.7 star rating here on Google, so our business practices are always above board. We understand your concerns but we do not do "scummy" things and work to give all of our customers an excellent buying experience. I want back reviewed the notes, texts and emails and found that you did not have a drivers license and only had a learners permit when you began the process and were told on 2/28 that you would need a valid drivers license and you told Brent it would take a week. You then asked if an ID card would work on 3/1 and again Brent explained that you needed a valid drivers license. Brent made calls on 3/5 and 3/6 with no answer from you and finally on 3/22 you responded to a text message. Another text was sent on 3/25 and you explained you were hoping to have your license by Thursday or Friday. On 3/29 you were sent a walk around video on the vehicle and provided some information needed for credit application. On 3/30 Brent contacted you letting you know you were approved and were asked to give us a deposit to hold the car and notes state you were not wanting to do that. The vehicle did sell on 4/1 to another customer as we cannot hold cars without a deposit and normally allow 24 hours to 48 hours for a customer to pick up the vehicle with a deposit. You were offered to place a deposit on the car to hold it and did not want to do that. If you had put a deposit on the car then it would have been held for you and any other customer would have been told that it was sold pending pick up with 48 hours. You live in Texas so while we understand the distance we cannot hold cars longer than 24 to 48 hours and it was explained that you were not able to do so. We would not ask you or any customer to "buy a next day flight with any type of pressure" Nor would we ask you to come if the car was sold and try to switch you into another car. Andres, while we appreciate feedback your review is not accurate and does not reflect what actually happened and no one "ghosted" you. Several attempts were made to help you with this car. You did not have a drivers license and it took several weeks to clear that up with no communication from you. Stating that others should buy from us at "their own risk" is your opinion but after 52 years in business as a family owned dealership with a 4.7 star rating I think this speaks for itself as to how we value our customers and how we treat them. We wish you the best in your vehicle search.

May 20, 2024

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Other reviews

April 14, 2013

Remon Hermeena

I bought so many cars for Tom Roush, and they always friendly and professional. Great customer services either in the sales department or service department Thank you all for your hard work.

May 1, 2020

Betty Morey

Very customer friendly dealership and great communication between service and clients!

April 4, 2016

Samantha Williams

I have bought two cars from the budget center in Westfield Indiana. The two salesmen were excellent. They wanted to help me with everything that I needed. I would recommend buying a used car from them anytime.

December 11, 2024

Dylan Shirkey

My wife and I had an excellent experience here. Freddie and Skylar were incredible, making the process painless and easy. I would highly recommend stopping by.