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Weston Bryant

May 22, 2024 · review of Tom Roush Mazda

My wife and I bought a 2018 Grand Caravan from Tom Roush in April. We found the vehicle we wanted and were happy with the price we negotiated, but our overall experience has been disappointing from a company that stands on a 4.7 star rating and what they claim is 52 years of great customer service. It was important to us that we bought a reliable van for our family, and after asking our salesman more than once for the service record, Freddy did give us a copy. With each question we asked, he assured us, “This is a reliable van and we only sell vehicles that have passed rigorous quality tests.” Lots of promises. A few hours after my wife picked up the van, the check engine light came on. I reached out to Freddy to see what solutions he had for us given we bought it that day and his response was short, “I can’t promise I can do anything but I can have our service department look at it.” I lost all confidence in that moment and I wasn’t about to make the hour plus drive to have them “look at it,” so I took it to my local mechanic whom I trust. The service diagnostic revealed two engine evap codes. In short, a rodent chewed through a tube as well as some wires, and the gas cap wasn’t sealed correctly. I can’t say with certainty that the people at Tom Roush reset the codes before selling us the van, but it seems likely, and at best unprofessional. At worst, unethical. I don’t expect a response from this company but if they do, they’ll probably blame me for not buying the warranty. Live and learn, I guess. There were some good things I could say. The manager was very kind and entertained our kids while we were shopping for the van. If he wants to give me a call with an actual solution that provides us with a better experience, I would be happy to change my review. Buyer beware. Lots of empty promises.

Response from owner

Weston, I want to thank you for your feedback regarding your purchase of a Preowned van here at Tom Roush Mazda. I wanted to first of all state that we have been in business for over 52 years as a family owned dealership and we do have a 4.7 star rating with google. We offer vehicles that have been thoroughly inspected by certified techs and it is rare that we have a situation where a check engine light or other mechanical concern happens like it did here with your vehicle. I looked at the inspection report and found that a certified tech did a full inspection on this van and did not note a check engine light being on and I also looked at the vehicle appraisal pictures and again no check engine light was on. I spoke with Freddie and he assured me that he offered to have the vehicle looked at for you and we needed to see it to determine the cause of the check engine light. You opted to take it to your own mechanic which is your choice but since we were not able to see the vehicle we could not address your concerns. We would not have "reset" codes to sell a vehicle Weston we do not do business that way and to insinuate that we do is completely false. WE are always professional and ethical in how we do business here and customer satisfaction and our reputation are far more important to the Roush family. If an evaporator hose had been chewed through and wiring as your mechanic found then the check engine light would remain on until the wiring was repaired and the evaporator hose replaced and could not be reset. We have a very tenured management team here that would have been happy to help you with this had we been given the chance. We always appreciate feedback from our customers and we do make mistakes from time to time but since we were not given the opportunity to correct your concerns there is not much we can do at this point. Weston we wish you the best but there is no "buyer beware" here, it is simply a choice you made to take your vehicle elsewhere instead of bringing it back to us to address and fix your concerns and contacting our Management Team to help.

May 23, 2024

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Other reviews

June 5, 2023

Jerald Faulstich

Great experience. Larry at Mazda was fantastic to work with; extremely happy I went to this dealership. And very thankful for an easy, informative no-pressure purchase.

January 4, 2014

Laura Salas

Tre did an awesome job taking me on test drives and I felt no pressure with the purchase. I am totally happy with my car. The financing guy was also great. Overall I have nothing but good things to say.

September 2, 2021

Angie Burch

The team at Tom Roush was outstanding. We arrived late on Saturday and they were willing to stay late as we did go ahead a purchase a car. I appreciate their willingness to stay to help us complete the transaction. This is the second time we have purchase a vehicle from Tom Roush. Our family highly recommends Tom Roush when it is time to purchase your next car.

May 18, 2021

Christopher Kopf

My salesman was a young guy named JT and he was phenomenally friendly and helpful. Answered all of my questions and helped get a few issues addressed on my new vehicle. Buying a car can be quite stressful, but JT's approach made it quick and painless. I will definitely recommend to friends and family.