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Travis Ferguson

March 21, 2023 · review of Tom Roush Mazda

I went in to look at a specific used vehicle, and wasn’t going to even have them look at my current vehicle since I have someone who wants to buy it from me. The sales guy was friendly and openly pointed out both good and possible bad about the vehicle. (Only reason this isn’t a one star review) I liked the vehicle I test drove and was thinking through the logistics of how to ensure I could put a hold on it. Against my better judgement, I decided to let them make an offer on my vehicle. They gave me a low-ball offer that just happened to be just over the payoff amount, which I made the mistake of telling them before they have an offer. Their excuse: a “possible $1800 repair” based off of a warning light they didn’t get the code for. Even if it were an $1800 repair, that would net them at least an $8k profit, most likely more like $10k based on what similar vehicles (including the small rust spots) with 50k more miles are going for. Luckily, there are other dealerships with similar vehicles to the one I was looking at; because this was enough to stop me from going back after I sell my vehicle.

Response from owner

Travis, We want to thank you for your feedback regarding your recent experience here at Tom Roush. I see you have concerns about an appraisal on your 2014 Truck and feel the offer was too low. I was at the sales desk when the offer was made and our appraiser explained that there was an Airbag light on and the truck had rust on both the left and right front rockers under the front doors and it is significant. I don't recall any discussion on the cost to repair the airbag on your truck but he did mention he had one in before that cost between $1600 and $2000 to repair, that along with the rust repairs did bring the value of your truck down. It was relayed to us that you needed to leave so did we were not able to get an exact read for the airbag. Travis we would not have anywhere near an $8000 to $10,000 dollar profit margin in your truck or any vehicle we have for sale. The market is way to competitive and we do not operate that way. We go out over 500 miles to compare what others are pricing vehicles for and use several factors in determining a value. We also do not value vehicles based on the payoff a customer might have and it had nothing to do with your appraised value. That serves no purpose for us here as we appraise the vehicle on its worth only. Our understanding was you had a buyer for your truck at a retail price so its understandable that our value would not meet your expectations as we could not give you retail value for your vehicle. We are sorry you feel the way you do and decided to look elsewhere for a vehicle. We value you and all of our customers and never want anyone to feel that we have not provided them fair pricing. Tom Roush has been in business for over 51 years and we have an excellent customer satisfaction rating and a 4.7 star google rating. We always welcome direct contact with our management team to try to work out concerns and would appreciate an opportunity to still earn your business through additional negotiations.

March 23, 2023

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Other reviews

January 12, 2018

Cary Myers

My car does not make noise anymore. Though I am disappointed that my Mazda3 needed to have new front wheel bearings (both sides) after only 140,000 miles, I do appreciate the quality work performed by the Tom Roush staff.

September 19, 2017

Bill Graham

Chris ....was great support in repairing our Lincoln. Chris was explained the exact cause of our needed repairs and worked out a solution that was cost effective. All while doing so with above and beyond Excellent customer service.. Trust in this service department ..they deliver on what they say. Thanks again Chris. Bill G

July 4, 2020

Michele Noel

Over and above service, as usual. Thorough, reliable and prompt. Kept me informed throughout service. Why they have kept my business for over 20 years!

February 15, 2026

Heidi Burkhalter

Best dealer service department I’ve ever worked with.