All reviews

Lori DeGraff

Stay away from the service department here! My son took his car to this dealership multiple times (while under the new car warranty) asking them to look for a leak (he could see trails to his car and would put cardboard under his car to make sure leak was coming from his car.). Multiple visits with the same complaint. My son then bought an extended warranty from them as he was so concerned about this leak that they “couldn’t find.” Miraculously, today he had his first visit (routine oil change) following the expiration of the new car warranty. Guess what? They found the leak and charged him the deductible (he wouldn’t have had under new car warranty). I spoke with the “service manager” )Matt) about the repeated visits for the leaks and also recorded today’s conversation. The more times I listened to it, the more I felt compelled to make this public post. BTW .. car only has 40,000 miles. Do yourself a favor and stay away! UPDATE: seems that Roush sold my son two extended warranties; one in 2023 with a $200 deductible (per Roush’s response here) and one in 2025 with $100 deductible (cost of $2,300). So, this is how they do business? Situation has now been escalated to Mazda Corporate. **Update, Roush finally agrees that they sold my son two extended warranties and they are now going to refund the second warranty. Really odd; not sure how their system could allow two extended warranties to be sold to one VIN? UPDATE 2/5/2026. The OWNER of Tom Roush removed their response; glad I kept a screenshot of their response.

MXBADBOY

My wife's 2022 Mazda CX-5 oil light came on. I called the service department and was told I would have to pay a diagnostic fee even though it still is under the power train warranty. When I disagreed that I should pay a diagnostic fee the service person started being belligerent, loud and then hung up on me. After searching the internet this is a known problem and Mazda even lost a class action suit for this very problem (excessive oil issue). He accused us of not changing the oil on time or putting enough in. This is the last Mazda we will ever own.

Jill Boswell

Needed a newer car in a hurry in July 2025. Freddy D helped me but now looking back, only having the car for 6 months, there are transmission issues and a bad battery. This was my first experience with this dealership and I feel like I got burned. Will not buy another from them.

Sonja Hartz

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.

Chad

Several years ago when I went to buy a car there, they shunned me and said my credit wasn’t good enough. That’s OK. They treated me like garbage in the process. I bought multiple Hondas in multiple BMW since then and have credit to where I could buy every car on your puny little lot. I want you to know I never forgave and I will never forget the awful garbage treatment at your place gave

Jacket Horse

I scheduled an appointment at Tom Roush Mazda after learning about the Mazda Infotainment Settlement, which offers a free software update covered under a Limited Extended Warranty. Before the visit, I even called the dealership to confirm that the service would be fully covered and I wouldn’t have to pay anything out of pocket. However, when I arrived for my appointment, the front desk told me I needed to authorize a diagnostic first—and that if the issue wasn’t covered under the warranty, I’d be charged $175. This requirement was never mentioned during the phone call, which felt misleading and frustrating. Customers deserve full transparency up front, especially when dealing with warranty-covered issues. Disappointed in the experience.

Israel Munoz

Worst experience I’ve had in a car lot! The sales person was eager to sell and friendly. Unfortunately the sales manager was a total prick! Talked to my partner and I like we were beneath him, I will never return or buy anything from any Roush dealership ever! Went to Skillman 30 mins away payed below MSRP was treated with respect and got the price I wanted for a new 2025 MX90. (Edit)… The post below Roush replying to my post is a total lie a fabrication, I was never given an offer or counter offer at all! Maybe you should call me instead and get the facts right before replying on a true honest post! Never was I offered msrp the sales manager said he wasn’t going to give the car up at that price. Get your facts right then reply!! Further more your Yelp reviews are only 2.7.

Jeff Kitchen

Nice try. Someone from the dealership commented on my previous review, and basically lied. First, look at Yelp reviews, which give a different picture than the inflated reviews here (2.7). I wonder what you bribed people with to get good Google reviews. No, you DID NOT CONTACT ME DAILY, as you state in your reply to my review. The dealership only called me once....I had to initiate contact each and every time WHEN YOU DID NOT CALL BACK. Always with an excuse, but you only called once. This, after receiving a down payment on a vehicle. Mazda, when I contacted them, had a very different story, yet you perpetuate the lies. The only reason the process stopped is because you failed to contact me, for days. We literally put a down payment, and submitted the paperwork. Happy to share my iPhone screen shot of calls, incoming and out going and emails. The only thing correct in their response, is we are enjoying the vehicle we purchased elsewhere.

Jeffrey Kitchen

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.

Bek Yuldashbaev

I was disappointed with the service I received. I contacted them about a car they had listed for sale. Communication was horrible and they ended up selling the car from out under me. If you are an out of state buyer, I recommend looking elsewhere. Edit: I contacted the dealership about getting picture of a car before proceeding with the purchase. It took them 3 business days to send the photos to my email. As soon as I received the pictures, the salesman started the credit application process to just tell me later in the day that “someone else came in and purchased the vehicle”. This was extremely unprofessional especially after the salesman took down all my information for the credit app. The manager then contacted me promising that he will reach back out with other possible potions, he never ended up reaching back out. Again, if you are an out of state buyer prepare to be neglected.

Erin Sagona

The service department is terrible. They have attempted to charge me for two safety issues, claiming they were out of warranty. For the first issue, they refunded my money after verifying that it was covered under warranty. For the second issue, they wanted to charge me for "damage I supposedly caused to the circuit board." However, when I went to another Mazda dealership, they identified the actual problem, which was not the circuit board at all. Both times, I interacted with the service advisor, Scott. While he is polite, he seems primarily focused on making money. It’s deeply concerning and disheartening how they handle these situations. Out-of-warranty repairs mean more money for Scott. The commissioned environment is evident in their blatant disregard for customers who are under warranty. Unfortunately, this is the closest dealership to me, but I am willing to drive to other Mazda dealerships to avoid being scammed Edit: Adding to this review based upon the response. Mazda has already supposedly spoken to Service Manager Matt. I’m aware of your Google ratings - I can read. But I’m questioning if you can…seeing as how you’re unable to locate my last two records of appts where I was seen both times.

Fish Bone

Absolute SCAM i bought a used suv from this dealer and i can truly say it was the worst financial decision of my life. i was in a bad spot with my car getting rear ended and totaled by the other driver's insurance company and was in dire need of a vehicle. this dealership was NO help and they were charging DOUBLE what the suv i purchased was worth. upon further inspection and repairs at my home, i found that the struts, breaks and suspension were all being held on by hundreds of ZIP TIES and there are whole sections of the frame that are rusted out or missing that i could not see until i spent time underneath the vehicle. theres also a chip in the windshield that i told them to fix before i purchased that they also did not fix. (i thought i could fill that in at home though, thats easy). but any insurance company would look at this and total the vehicle. i have 0 resale value on it and if i am ever in an accident i will get nothing. DO NOT BUY EDIT since the dealer has accused me of faking. i will NOT use my real identity or information in this review because someone from your dealership showed up at my place of residence late at night trying to "purchase the vehicle back". this was extremely creepy and suspicious. you weirdos are lucky i am not suing or pressing charges for soliciting or stalking.

Weston Bryant

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.

Elizabeth Hutton

Poor communication and extremely poor customer service. Absolutely no regard for our time. We will never purchase from them again.

Andres Calderon

For background, I contacted a salesman named Brent Cassidy more than a month and a half ago and after getting approved for financing I was ready to move forward; This dealership ghosted me for one and a half months for a vehicle I was already approved for and then called me saturday morning at 7:20 am in telling me that I need to get there by monday morning (i live in texas, 1500 miles away) that they have me approved and wanted to sell me the car, but didnt want someone to snatch it up from me since I applied a month and a half ago. Then i keep contacting them and I find out a lady from kentucky was going to make the drive on monday to purchase the vehicle but did not put a deposit (this dealership only holds vehicles for one day with a non refundable deposit) and the salesman told me they could not hold it for me, keep in mind the drive alone is 20 hours from Texas. In any case, it is unprofessional and scummy for 1. The Other lady who was going to purchase the vehicle, as the dealer is encouraging me to put a deposit to basically prevent her from buying the car with what they had agreed on, and 2. The dealership essentially ignored me for a month and a half then asks me to show up next day from the other side of the country or I will not get the car. I think this dealership is shady and scummy at worst, and deeply unprofessional and incompetent at best. Please buy from them at your own risk, as you are competing for the "privilege" of being a customer; and if deemed inadequate or the salesman is not invested in you, even after being approved and essentially only needing to sign, they will ignore and ghost you then pressure you to buy a next day flight to purchase the vehicle (unless it was already sold to begin with and they wanted to sell me something else after making the flight across the country or switch up the interest rate.) If you need any evidence and information on this take feel free to email me and I will happily tell you everything i know from this dealership and show you evidence that all of this happened.

Vijayagopal Gopalsamuthiram

Serviced my vehicle 2015 mazda cx-9 at this dealership November 2023. Did all the regular maintenance and they never informed me that the water pump should be changed as a preventative maintenance. Now fast forward to Feb 2024, check engine light turned on. Took it to two different local service centers and found out that water pump failed resulting in coolant leakage into engine. The engine is shot and I ended up trading my vehicle. I am never going to own a Mazda again.

Patrick Kailie

I brought 2 used cars the same day ,I have spent so much money to fix these cars in just a year. My Mazda 3 currently has a transmission problem ,can't afford to it it sitting home.

Katlyn Hylemon

2.5 years ago I bought my 2018 Chevrolet equinox. It had I believe 23,000 miles on it at the time. When I bought the vehicle I was told that the car still had a manufacturer warranty until 60,000 miles. The salesman also stated that I was receiving an additional 100,000 mile warranty for the power train from the time I bought it. ( this is the way he insinuated the warranty. So in my assumption, my car would’ve been covered till 123,000 miles on the powertrain.) while I was in the process of going through paperwork to finance a vehicle I asked several times for a carfax just to double check my bases, as we know sometimes when your buying a used vehicle it could have been in a accident. About every 10 minutes he came back to have me sign different papers. Every time he came back I asked him if he had gotten a copy of the Carfax and he replied he was working on it. After about three or four times of asking for a Carfax. He told me it was time to go in us to the finance office to sign my finance paperwork. Great, okay. I once again asked him for the Carfax. He told me he would run and grab it. As I was in the loan office signing paperwork, I asked the finance agent again if I could receive the car fax. He informed me he was just in charge of the financial paperwork, and my salesman could get it to me. Against my better judgment. I went ahead and signed all the financial paperwork. As soon as I was finished signing everything that they needed me to sign I was finally handed the Carfax, only to see that it had in fact been in a accident with back bumper damage. When he was explaining to me the Carfax he assured me it still had a outstanding rating and was a good reliable vehicle. Awesome, great but that didn’t help the fact that I was gaslit all the way into the loan office. Because if that carfax was shown to me I would have had my personal mechanics come check it out to make sure everything was sound. I wasn’t happy when I left the car lot as I feel like I had been shushed over just to make a sale. Never the less over the last two and a half years it has been a good decent reliable vehicle and has been serviced quite regularly. Until about two weeks ago when a ticking noise in the engine started, and within 20 minutes the engine threw itself in “reduced engine power mode”. I pulled over shut the car off let it sit. I then tried to start it again and it just shook and rattled never to start back up again. As of this day the car has 103,000 miles on it. ( yes I drive ALOT! I clean homes for a living and it is a daily driver. So yes I know within 2.5 years (and yes I checked back on paperwork with the bank on when I exactly bought it because the dealership tried to tell me I’ve only had it for 1.5 years.) I’ve put about 80,000 miles on it. All highway miles for the most part. When it broke down I thought hey no biggie. I was told I had a 100,000 mile warranty from the time I bought it which would put it in warranty until about 123,000 miles. I called the dealership told them what was going on. Told them I had the warranty and they asked that I get it towed there first to see what the issue was. To my demise when i explained what was happening they told me I had no warranty and the warranty I was told was an extra 100,000 from the time I bought it was only UNTIL 100k. They did agree to “diagnose it” for free. There definition of diagnosing it was reading the codes and saying what might be wrong.I expressed my disappointment I’ve been told that the car had an extra hundred thousand mile warranty and not not being the case and now I was 3k miles outside of what they were now trying to say was my warranty. 😒 the service guy said probably $2k or more worst case to replace two parts. I explained i didn’t have that money to pay for a car that was supposed to be in warranty. I towed the vehicle back home and come to find out there were about 4 broken pieces in the motor. $2,000 later it’s being fixed but not with them. I was just about to trade the car in before it broke down. But I will not be buying another car from them.

Dave Smith

Tried to buy a caliper for my car and they said it would be 500 for the part alone and when I asked for the part number so I could look it up myself they said they wouldn't give it to me cause they don't want me to buy it anywhere else

Amy Hartzell

We were told we were next in line for financing and 2 hours later we were told they had 4 others before us. Colossal waste of our time, we just left.

Jose G. Castañeda

Visited Tom Roush to test drive one of their used vehicles. When I got to the dealer they were to busy and could no locate the person who I spoke with on the phone for the test drive, after 20 minutes, I was set up with a rep, Becky, who at the same time was working with another couple for another test drive. I finally test drove the vehicle, which made snapping noises coming from the supports on the right front side. Upon arrival, I notified the rep and her supervisor about the issues I noticed with the vehicle. I also noticed that one of the tires had a huge gash on the side wall and needed to be replaced. I discussed with them the possibility of having this repaired and how would this impact the sale and/or price if sold as is. I was assured that the issue with the noise was probably a bad cv joint/axle and that they would repair before sale, as for the tire, they mentioned that it looked fine to them, which I would not consider safe to drive at high speed. They promised to contact me as soon as the car was repaired, and I thought we had an agreement on coming back to complete purchase once vehicle was repaired, at least that is what I was told by Becky and her supervisor. There was no mention of a financial deposit to hold the car for me. In the following days I contacted the dealer to check status and was told they would check on it and would call me back, same story a couple of days later. A week later, the vehicle does not show up on their inventory, I assume it was sold, I wonder if a poor victim fell for a damaged vehicle or the car was actually repaired and sold to someone else, even thought we had an agreement. The vehicle as a black Subaru Impreza, if someone reads this review, an you bought this car, pay attention to the vehicle, and stay safe. Needless to say, not the best place to buy a used car, especially if they oversee these damages and defects, and not even mention them when someone is doing a test drive. Update: a response by dealership was placed in response to my review. Never apologized or clarified if the vehicle was ever repaired. On to of all they lied about details on my visit which only proves how little they can be trusted .

Holly Dunn

Horrible experience with service department. Have a bumper to bumper warranty that they would not uphold on break job. After paying $500 to fix what they said needed fixed the noise was still there. They “re-fixed” under warranty but would not refund for fixing something that wasn’t broke. It has also been 3 months on a part they ordered that supposedly needed replaced. Obviously not going back for that fix. I truly believe they scammed me and fixed something they could charge for that didn’t need fixed. Would highly not recommend the service department.

Anon

This place is full of dirty crooks. Both in the purchasing area, and back in service. Stay far away from here, and go somewhere else. Edit because of reply: yes, this review was written before the refund was done because of how the service provider acted. Plus, there's been several other issues with the service providers with BOTH our cars. However, you're still dirty crooks. Lol. We bought the car from you guys and you tried to screw us over. AJ (the owner/owners son) is the one who came and tried to make things right as best he could, but a lot of the damage was already done. So my comment still stands. You are NOT honest people.

Aaron Aker

Car buying was excellent but getting them to cancel a warranty and refund gap there finance person skyler had kept saying would get back to me and yet to hear anything or receive my money

Jewel

Offered me $7000 for my 2014 Mini Cooper S Convertible when I wanted to trade it in on a new car. I sold myself on AutoTrader for $13000 in 2 days. Won't be back. Bought my dream Miata elsewhere. Ignore bullsh!+ response from Tom Roush! KBB TRADE IN value of my car in GOOD condition ( NOT very good or excellent ) was $11700 at the time. My car had never been in any accidents, had only a few scratches which I had buffed out for less than $100. I cleaned it myself before selling it. Facts are facts America!

Grown Man

His name is Scott his not professional an I didn’t like how he treated me when I brung my car I will never ever go back there if he works there do not go to this place if Scott is there

123456whatthehellman

Brutal experiences at this place. 1.) My wife bought her car there and had all the oil changes done, until we got married. The oil plug was so stripped, it was round instead of hexagon. They destroyed it, but never replaced it. I'm not sure how they even changed the oil. I bought one and brought it to them to install. They told us they might break the oil pan getting the old one out. I told them they have been the only ones to work on the car, they caused the problem, and if they broke the oil pan, they'd fix it for free. THEN, they just put the new one on without a fuss. 2.) They put on new tires at 70,000 miles, mostly because the front right tire was worn. After about 5,000 miles, she had a front right tire start making sounds. They rotated the tires, and then the next tire in the front right started making the same sound. Another rotation, another tire making noise. By 10,000 miles on new tires, her car was vibrating and making all sorts of rumbling. 3.) They said she needed new brakes, but that didn't fix it. 20,000 miles later, her brake line failed, fortunately in Fazoli's parking lot and not on the highway. She took it to Tom Roush, and they said her tires needed replacing and her brakes pads were almost gone, too. They quoted $2,500 for repairs. We towed it directly south on 32 for a second opinion. The tires that had been on the front right since the new set were wearing unevenly, due to a bad tie rod. They said the pads weren't even half worn yet and didn't need replacing. The place on 32 charged $270 for the brake line repair. 4.) What a crock, right? Don't bother with Tom Roush Mazda. They completely missed a faulty tie rod, which is bad enough, but stripped the oil plug to the point it risked breaking her oil pan to remove, and then tried to over charge for services she didn't need. We will never return.

Kulbir Toora

Very bad experience so far. Sold me a vehicle with mechanical issues. I have to spent more money to fix than I paid for it that Is Within 3 weeks.

Audrey Burgess

Not happy with tire balance and rotate that was done that I did not schedule. Scheduled online for oil change only says nothing about tires balance and rotate. Not to mention once I left my wheel shook like crazy had to go back and they said one of my tires was off balance? Hello shouldn't you have seen that the first time not have me drive it and have to come back. No refund offered just put tires back how they was so therefore no balance and rotated really done! A time before this they didn't put antifreeze in during an oil chnage, Causing me to buy some because my car was overheating on 31! Not pleased.

Steven Click

I called in at noon to get an oil change, multi-point inspection and diagnosis on an already known issue. I said upfront I was from out of town and needed to pick up the car by the end of the day, they assured me this wasnt an issue. I was clear that I only wanted an oil change and inspection performed, and didnt want any other issues the car had fixed. After arriving I entered the service department and spoke with a gentleman about my phone conversation. They were familiar and began helping me, then told me my car wouldn't be done until Wednesday. I reiterated that I needed the car back today regardless if they were able to get everything done. Around 2 hours after I left the dealership I call to get an update on my car and they told me it wouldn't be done today. I responded that I definitely needed the car back as I had already mentioned and he said that they would do the oil change and that was all they would be able to get done today. Alright a little disappointing but I can live with it. I arrive around 5:40 to pick up my car from the oil change they said I would be getting. After waiting 10 minutes for the employee to help me, I tell him my name and he then isn't able to find my ticket. After scrambling around for a few minutes they are able to find it. He then tells me that they weren't able to perform the oil change and that the car was still in the service department due to the fact that they didnt know I was picking my car up today. They told me to wait outside the service bay and they would get my car right out. I then watched my car teeter on the lift and then the service employees point at a specific part on my car for around 20 minutes. The service employee I had been speaking with came out and asked if they got my car. I informed him no, I believe they were having trouble with the lift. He went over and then told me they had a issue. The issue they had was the mechanic locked my key in his tool box. That was an obvious lie as they had been struggling with the lift and we heard creaking as I watched my car rock on the lift. After they finally got it on the ground they had been checking out a specific area on my passenger side. Finally they got my car off the lift and I was able to leave. In short, I dropped my car off for an oil change and inspection and got nothing but a horrible experience!

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.

Lynn Lovelace

I don't normally post reviews but I felt this one was very much deserving. Purchasing a truck from Tom Roush has by far been my worst experience in trading vehicles. After agreeing to a truck deal over the phone and driving just under 400 miles (one way) only to find the vehicle was not properly represented to me. Chips in the windshield, broken glove compartment, two dents in passenger door, missing two door lock buttons, worn-out driver's seat and GPS not working. The truck was supposed to have been checked out and in good condition. The person I had been dealing with was off when I arrived and I had to deal with others who knew nothing about the agreement and was not expecting me although the person I had been dealing with knew that I was coming. In addition they shorted me $50 on our Trade Agreement which I am still waiting to receive. They agreed to pay for having the GPS repaired and I assumed they would cover the other repairs but I was wrong. In fact after we traded no one really wanted to talk anymore including the original person that I had been dealing with. In addition to the above it took 73 days, November 29th to February 10th, to receive my title. I made numerous phone calls only to get the runaround as to why I have not received my title or to where my title was. Hopefully these comments well help someone else to be aware of doing business with this company.

James and Heidi Horton

Had been there in November looking at Miatas. Wanted to order 2020 Miata, so they said come back in January. Went by today at 5 o’clock and stood by as well as sat in the Miata on the showroom floor, for almost 30 minutes. Totally ignored. No one even said “hello” or “we are busy and will be with you in a few minutes.”

Jada

I've had horrible experiences both times at the service center for Mazda. 1st time back in January when they performed 2 recalls. The first time I had a loose part in my passenger airbag compartment after they completed the recall, I recently took it back after seeing 2 additional certified auto dealerships with them telling me that there was a part that was loose in my airbag compartment. I recently just went back 2 days ago, they charged me $95 for service on a piece THEY messed up. Money isn't an issue for me, if they may have thought that.They said it was some air fresher that was rolling around in my compartment, which makes no sense hence that I just purchased the air fresher a month ago and this noise has been consistent since I left their service department back in January. Never will I use their service department again. It may of just been my luck, but we all have a title to our own experiences. Just wanted to rate my observations and customer experience.

Chaos Reigns (ChaosReigns)

After spending 30 minutes on the lot looking at their various vehicles, not a single sales person came out to greet us. After finding the vehicle I wanted to look at, the 2019 Mazda 3 hatchback in red with the grand touring trim, I went inside to track down someone that could help me spend money. The first thing I do when buying a car is to see what their service department is like. Poor service automatically means I will not be purchasing a vehicle from there. The salesperson I found was polite enough but my experience with him made me get in my car and leave the property. I simply asked him that I wanted to schedule service for my vehicle and how do I go about that. He told me the sales section of the business was not affiliated with service and I would have to leave, go home, and then go online to schedule maintenance. Really? No direction to a human I can speak with? No offer to take my information and have someone contact me? You want me to leave the property and go on the internet? Okay you just lost a $30,000 sale. I will never be back to this dealer.

Jae Al-Mansor

Unprepared salesman who wasn't informed of the appointment by the dealership's internet leads person, who also neglected to mention she wouldn't be the one meeting with us. Tried giving him a chance anyway and he still pulled up a car that was the only color we said absolutely no to. Complete waste of time.

James Maxwell

Liked the sales person, but they didn't want to deal and spent alot of time on computer telling us nothing. Didn't asked for money down and manager never was involved until the end. Really liked the car.

GhostGamer

Hello,I just pick up my car today, , you are crazy on the money!!! First, you said Replaced the Spark Plug that is ok, why have replaced the Ignition Coil? Don't said my Ignition Coil broken, No way!! I was just checked on that Friday's Morning!! Must be You guys broken my Ignition and then charged on me!! all the parts' price are crazy Expensive!!! charged me the Air Flow Sensor for $238.42? charged me each Spark Plug on $32.27? charged me the Ignition coil on $143.54,also the Labor fee for these parts $345. other Service like Oil change and Wheel Alignment , Fuel INDUTION, that OK,I requested, But you guy crazy on the Air Flow Sensor for $238.42? charged me each Spark Plug on $32.27? charged me the Ignition coil on $143.54,also the Labor fee for these parts $345. this no way to charged these much!! I will reported and Complaint these on some websites, Good Job you are, Successfully deceived my hard earned money!! Will Do Not do business or Come to your Tom Roush Anymore!!

Chad Cox

So took cx7 in for airbag and rocker arm recall said it also needs a tie rod.okay no prob honestly 200 is worth it just so I don't have to do it. Get it back and it's grinding on rotation of front driver side wheel. I'm 40 yrs old and been working on both new and older cars since I was 13. First they try to tell me it's dust on the tie rod, are you kidding me. Then they try to tell me a piece of rust fell between the rotar guard and the rotar, sorry not buying that either. Getting it back today so hopefully they had a little more attention to detail this time and it doesn't have to be taken back Monday. I think I'll be taking it back to Penske from now on.

Scott R

Stopped in looking for a new truck. Salesman acted like he didn't have enough time to help me. He was very rude I went down the road a short ways and bought a new Dodge.

Anthony White

Horrible ! I came into the service center today 8/10/18 to get my 2008 Lincoln Airbag fixed due to a recall ! Once done one of the service center guys in a black shirt came to me and said “I have Good news & bad news, we replaced your airbag but we had to brake the Wood panel on your glove compartment in Oder to get to it “! Then he proceeded to tell me I was the second car that they had to do this to! He then went on and said “ I don’t know when we will have a part ready for that but we will be in touch “ with a nonchalant attitude! I told him it was unacceptable and I didn’t bring it in like this so something needs to be done immediately about this ! It’s a inconvenience of my time and not appealing ! I will be keeping in touch everyday my self until this is resolved ! I also have the pictures as well!

April Swales

I bought my car from Tom Roush Mazda and that experience was great no complaints.. its unfortunate that my great experience ends there however. Working with the service department is a joke. They recommend services needed that aren't, this had been verified on more than one occasion as I have taken it to my mechanic to perform only to have him say it's fine. I also had a recall performed and 5 days later I have the plastic undercarriage fall down on my on the highway 20 miles from home, when I called the service department one of the advisors Scott I believe it was insists I hit something, I was there in my car with other passengers to vouch for me, we hit nothing, we just had gotten on 65 in fact, so the only change was speed of the car, but Scott the service guy cant accept that, he argued with me on the phone and even in the dealership in front of customers and then even told me to get out!! Wow. This is how you treat your customers!! No one taught this guy you don't argue with the customer .. its customer service 101..They put on a busted up plastic piece and sent me on my way. I am contacting Corporate after this review. I may need documentation if something happens to me on my next road trip which I made them aware of but something tells me they dont care about my safety just my dollars. I will never spend another penny at this dealership, they just lost a customer for life.

Saud Jakupovic

This dealership is a real joke. I called from 50 miles away three times to tell them I am coming to buy a car and last time when I was 20 min away and when I arrived car was of course sold. Without apology just like that . Salesman name was Joshua and I don’t recommend buying car from this dealership.

Mary Beth Cox

Yes. My husband and I had a joyful experience with john . Very upfront and understood our situation . Smooth process.

Jackie M

I leased a Mazda 3 from Tom Roush and was pleased during that time. However, at the end of my lease, my salesman didn’t really try to help me find any other Mazdas to buy. He offered no incentives or promotions, even though I had been a loyal customer before. I was disappointed, because I had every intention of buying a Mazda. I ended up buying a Honda and I’m happy I did. My boyfriend is in search of a specific CX-9 and was assured by a Tom Roush employee that they had what he wanted in stock. He called them several times to make sure (we live on the south side and didn’t want to waste our time driving up for a car that’s already been sold). Again, the lady assured us that it was in stock. We arrived that day, only to find out that it had been sold the day before. The sales people told us that it wasn’t their fault and blamed it on a computer inventory error. We left very disappointed. All they had to do was call us back and inform us that they sold it, before we wasted our time. They need to work on their customer service. I won’t return to Tom Roush ever again. Being disappointed twice is enough for me. Update: The lady from Tom Roush called my boyfriend today and admitted that she knew the car had been sold prior to our visit. She did apologize, which was nice. But it still was a waste of our time. Hopefully, they learned their lesson from this review and our experience.

Steve Carnal

My wife was accosted by a sales person that made inappropriate comments about her appearance. He did apologize, but basically told me my wife look inappropriate. DO NOT DO BUSINESS WITH THIS DEALER. SCUM BAGS.

Elaine

Crooked sales team, and business plan. Don't buy used here!

Devin Scott

The manager Jim was a complete and utter douche he disrespected employees in front of customers. Will never go back here again

Piers Kirby

This happened about a year ago. Worst customer service I've ever had. On the advice of the techs, had the control arms replaced. They quoted me a price for the repair, which they subsequently added $250 to when work was completed. When rattling off the final price, Brad literally said "Did I also mention you also needed an alignment? Yeah, you need an alignment, which is an additional $100" (control arm replacements always require an alignment - why the hell wasn't this included in the original price?). Got the car back, was making a host of new sounds (grinding/screeching), and the wheel was now noticeably wobbling when braking. Spent the better part of 1.5 days at Tom Roush dealing with the new problems, being told the whole time that there was no way they were due to the control arm replacement. Ended up taking it to a competent mechanic, who correctly diagnosed the issues, in less than 10 minutes, which had indeed been caused by the sloppy work of Tom Roush staff, then fixed the issues for free. Brad and Matt were trying to charge me at least another $800 to 'fix' my car. Seriously, if you care at all about your time and money, you'll stay the hell away from this awful business.

Gideon Bower

I would not suggest buying a car from this dealership. I had to fight for six months to get a repair done and they still haven't done it. I was told repeatedly that a part on my car had been repaired but when I called Ford customer service to find out what work had actually been done they told me a very different story. The service manager lied to me repeatedly and no one from this dealership has ever returned a call or done anything unless I came in and made it happen. They're nice when they sell you the car but once you sign the contract that's when their hospitality ends. I would not buy a car here especially if you're in your early 20's because they very clearly take advantage of younger buyers who are new to car ownership.