Matt

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.

Michael Stufflebeam

Matt helped set up a feature in our new CX90- and authorizes new rear break pads. And Carlos did a good and relatively quick job while I waited - all good. Have to say I was pleasantly surprised by the service.

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.

Marc Hollingsworth

Matt, Mazda Service Mgr has continually worked with me to solve the "orange engine light" error that continually came on during the last two months Kudos to Matt for finding the problems and total resolution!!

Logan Rickman

Tom Roush service center always does a great job. Matt & Scott always listen and care!

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.

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.

Randie Danhauer

Matt, Brad and Scott very knowledgeable , friendly and helpful. Thanks guys!!!