Brian C

My wife and I bought a Certified Pre-Owned 2017 Mazda CX-9 from them. We spent most of the time going over paperwork (showing that it was like new) with Brad our salesman and not enough time going over the car. Upon getting home we found that the car had a broken headlight assembly, cracked bumper that wouldn't stay in and front right fender bent in slightly. After many trips back and forth they ran the headlight through Mazda warranty claiming moisture build up in the lens (there was none). Finally after a couple of more visits and complaining to Mazda Customer Experience online the bumper was replaced. Since they refused to do anything about the fender being bent in the new bumper continued to pop out. More complaints to Tom Roush and Mazda Customer Experience we took the vehicle back down and they replaced the bumper clips. Tom Roush test drove it and the bumper popped back out. At this point Tom Roush Mazda or whoever they were subbing the work out to run a self-tapping sheet metal screw through the inner fender and into the bumper to hold it in place. The bumper is sucked in, you can see the silver screw between the fender and bumper. The car at this point can no longer be Certified Pre-Owned. They actually approved a fix that lowered our cars value. I spoke with Matt and Scott from service and they agreed it was a screw so they directed me to speak with Jim Lanie the used car manager. Jim said we wanted it fixed and they fixed it but he did not believe that it was a screw. This went on for 20 to 30 minutes, us showing Jim the screw and Jim saying no I don't believe that is a screw. We then stated we didn't want this car and his only options to us was to step down in model or buy a brand new vehicle. Had we wanted a lower model or brand new car that is what we would have bought. So when buying a certified pre-owned car and they want to go over the paperwork at their desk, do it at the car. Raise the hood and have them point out the items on the 160 point inspection that was supposedly done. Had we done this we would have walked away from the car and none of this nightmare would have even happened. That being said we honestly feel that Matt and Scott from service would have had the car fixed correctly if allowed. It is our opinion that the dealership decided that they were done and Jim Lanie was the guy picked to get that point across, unless anyone honestly believes that he couldn't tell if it was a screw or not. Take your car to Tom Roush for service Buy your car somewhere else.

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