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Tom Roush Mazda

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Jeffrey Kitchen

January 31, 2025 · review of Tom Roush Mazda

The worst dealership I have ever dealt with. Incompetent at each level from sales, and management. A simple sale, with a deposit placed almost two weeks ago turned out to be a complete waste of time. In addition to zero accountability, and follow up, they sent the wrong paperwork, and could not received emails. I thought things would turn around when the Sakes Manager strongly inserted himself, and promised to get this going, only made it worst. Who knew my first car, an 86 Mazda RX7, would be my last. Thankfully another dealership took and processed a sale in 45 minutes.

Response from owner

Jeffrey, We appreciate you taking time to leave us feedback regarding your recent purchase attempt here at Tom Roush. It is very very rare we see this kind of a review about our dealership. Tom Roush has been in business for over 53 years and family owned and the oldest Mazda dealer in the region. We have a 4.7 google rating so we do take care of our customers and appreciate them. I reached out to the sales manager and was informed you were attempting to purchase this vehicle in your company name and that did require several extra steps and documents from you that were required from Mazda. I see you had multiple communications with your sales associate starting on January 18th and running through the 24th with the sales manager. My understanding is you had sent emails to us that we were not receiving and from the communications I can see that was indeed the case. I also see we asked for documents from you that were not being sent or we were not getting the correct items. I see from the communications that we were working to figure out the problems with you on receiving what was being required from Mazda for an approval and you decided you were no longer interested in pursuing the purchase. We understand your frustrations but from what we can see there were several back and fourth conversations between us and you so communication and follow up did occur almost on a daily basis. I see we did send the correct paperwork and asked for additional documents in case we needed them to speed up the process. Mazda financial requires specific items with Business applications and unfortunately they would not approve the loan without the required docs. We have a professional and knowledgeable sales and finance team here that was working to help you with a vehicle and no one here is incompetent. Your frustrations are yours to have and we appreciate the feedback but your statements here are simply not true. We wish you the very best and happiness with your new vehicle and we stand by our multiple 5 star reviews as to how we conduct business here and take care of our customer.

February 7, 2025

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Other reviews

November 18, 2017

Veronika Shumaker

Really excellent customer service both in sales (no joke) and service. I've never had such a good experience purchasing or servicing a vehicle. Thus is probably where we will purchase all of our cars from now on.

January 15, 2015

Jayne Jackson

We had a great experience at Tom Roush. Everyone was very knowledgeable and friendly. Special shout out to Darryl for providing such a smooth transaction.

January 3, 2017

Torie Thompson

Denny was great! We are in love with our new vehicle and the folks at Tom Roush do an exceptional job! We would definitely use them in the future.

July 11, 2025

Cindy McCauley

I’m sure most of you know the term “used car salesman”, this is not how anyone is at Mazda in Westfield. Our sales associate Jordan Brown helped us pick out our new CX 5. During the process we sent text and emails with our questions. If Jordan was with customers and couldn’t get back to us within several hours, then the GM sent us an email answering the questions. Every single person at Mazda that we came into contact with was honest, open and not at all pushy. WOW how nice to find a Dealer with these attributes. Even after we purchased our car, I forgot how to work some features and Jordan got in the car with me and went over them again. We had a great experience and will definitely recommend Tom Roush Mazda! Cindy and Bob