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Tom Roush Mazda

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Sonja Hartz

November 9, 2025 · review of Tom Roush Mazda

Hi, I recently bought my first car here! Supposed to be exciting for me right? Wrong. I bought the car off their used lot, it is a 2019 BMW 540ix with 61k miles on it, said all services were good, well taken care off. Me and my boyfriend hate auto start/stop so we started turning that off when driving and immediately noticed it idled a little rough, but could just be engine mounts going bad. I, not even after a month of having it, had a misfire code for cylinder 5. I changed the spark plugs and swapped coils around thinking nothing of it, code pops up again a week and a half later, cylinder 5 misfires again. My boyfriend decided to do a compression test to the cylinders and cylinder 5 wasn’t holding compression. I immediately try and contact the dealer and get voicemail every day for two weeks. I have damaged/burnt valves, something I could not have POSSIBLY CAUSED in the one month driving this car, let alone the first week when I noticed. The dealer finally called me back to tell me they were going to do nothing for me. I am now stuck with a $5,300 bill as a 23y/o who saved up all year working full time overnights in a hospital and weekends waitressing, while being a college student in nursing. Needless to say this has been the worst experience of my life and I have cried consistently for the past month due to stress of not having a vehicle and stress over how much this is going to cost and how I can work, things I should worry about for not even having this car for two months. DO NOT EVER GO HERE. I hope that all the people here who refused to answer my calls (and no I was not rude, I was just very hopeful that they would potentially help me out) or help me in any way, get their karma.

Response from owner

Sonja, thank you for your feedback. I see you purchased this car back in August and our GM has reached out to you to address your concerns. The vehicle you purchased was inspected like all cars we offer for sale and did not have any of these issues at the time of purchase. We would not have offered the vehicle for sale if these things were present. I spoke with our GM to gather some additional information and he explained that you were offered an extended warranty on the vehicle because at the time of purchase it was out of manufacturer warranty and you declined that and bought the car as is. While we understand your frustrations, you were made aware that the car was out of warranty and again declined to purchase additional warranty coverage. Unfortunately, used cars will have things to wrong and and manufacturers know this as well and that is why the warranty periods are not unlimited. My GM stated he offered to trade you out of the vehicle and you told him you would call him back if that was an option and to date you have not called him back. We have been in business for over 53 years and have a 4.8 google rating and are a well respected family owned dealership. We cannot predict when something will go wrong on a used vehicle out of warranty and that is why we encouraged and offered you the extended warranty to protect your investment. If you want to discuss further please contact our Used car manager Scott or our GM AJ.

November 21, 2025

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Other reviews

October 20, 2025

Cory Jackson

Service department has been excellent!

May 3, 2025

Stephen Schnelker

Went to Tom Roush Mazda to get an oil change but forgot my coupon. They honored the deal anyway and gave me a free car wash to boot. Very friendly and got the job done in less time than they had told me it would take. Oh, and their coffee was good too!

October 25, 2025

Frank M. Leap III

I highly recommend this dealership! Lee, the salesman, was absolutely great—he picked the perfect SUV for my partner’s needs, and we couldn’t be happier. The staff was friendly, and the service was excellent throughout the entire process. No pressure sales and outstanding customer service.

January 14, 2023

Steph Clemmons

After having a terrible experience at another dealership I came to Tom Roush in Westfield a bit broken and leary of car sales but had to do it. Let me tell you how absolutely wonderful this team is!!! They make you feel at home, no pressure, are honest and will patiently answer every question you have. They truly care about their clients. My faith is restored. I WILL NEVER BUY A VEHICLE FROM ANOTHER DEALERSHIP! Ever. I wish I could give them 100 stars. I have less that perfect credit but they worked some magic and got me in a gorgeous 2017 GMC Terrain (and not the swich-a-roo base model). Also purchased a very affordable but robust 3 year warranty while keeping payments realistic. Thank you all so much! Have you ever been so relived and happy with a car buying experience that you actually hug your salesman? I DID!