Problem Resolution

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.

Aaron Senzell

Excellent customer service from the service team- Scott, the manager, in particular. We did not buy our Mazda at this dealership but the dealership we bought our CX5 from told us we had to take it to a Mazda dealership. Tom Rousch had to keep it longer than expected so to make it convenient for us they gave us a loaner car until they could resolve the problem. Great customer service and there’s a reason why this dealership has 4.8 star reviews!

Joshua Beecher

AJ Roush, is the man! I had an issue and he worked with me until it was resolved. You won’t find customer service like this at any other dealership.

Darren Hydrick

Had a really good experience at Tom Roush. We bought a used BMW from them and within 30 days of buying the car had to do extensive repairs to the car. Instead of us paying for the repairs they were able to get us into a newer used Lincoln that is in much better condition. It was an amazing experience and highly recommend this dealership to any one I know. We’ll definitely come here again when I need another car!

Adam Blazier

Tom Roush has been excellent to us. They kind of "inherited" all of the issues we obtained after buying a used Mazda from another non-Mazda dealership. Luckily our car is still under warranty, but they have been great at finding the issues and resolving them quickly. Jon in the service department has been awesome to deal with. Highly recommend.

Lucas O.S.

Purchased a used vehicle, ran into an issue shortly after purchases and the dealership/service center were very helpful in sorting it out and even gave some good advice on prolonging the lifespan of my vehicle, would recommend for any new car buyer!

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.

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!!

Tracy Neihart

Thanks to Dan, he has made me whole in regards to the oil change. I appreciated him reaching out to discuss my issues.

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.

Thomas Atnip

Very friendly and always work to make things right.

Sarah Y

The service department here is amazing. They listened to my concerns regarding my vehicle, then went above and beyond to help correct issues that another local Mazda service center could not. They exceeded my expectations - thorough, friendly, timely, accurate.

Mike Jaensson

Scott B had bad news for me but did everything he could to mitigate a much larger problem. Worked with me on needed repairs and was very knowledgeable. Very good experience.

John Mason

Brought my Mazda MX5 down to fix a poorly done brake job that was done here locally in Lafayette. They documented exactly what the Lafayette dealer had done wrong. I had been to the local dealer 5 times to fix the loud brake squealing. Tom Roush Mazda staff fixed my brakes perfectly. No squealing!

David Koontz

I visited several lots. At each lot, I explained my circumstances and my parameters. The salesmen at all of the lots were friendly and helpful. None of them even attempted to talk me into expanding my parameters. I never felt any pressure from any of them to look at a particular car outside of my parameters or to expand my parameters. Tom Roush had a larger inventory of cars that met the parameters I had than any of the other lots. Both salesmen I worked with were conscientious to find the best car that would meet my needs and fit the parameters I had established. The car was actually slightly outside my financial parameters, but they worked to make it fit. There was a problem with one of the tires, which they took care of while I went through the paperwork to buy it. Because they listened to my unique circumstances, we never had a need to haggle over price or financing. They just laid out my options and allowed me to decide. Overall, it was a really good experience.

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.

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.

Jennifer Davis-Fink

The guys at Tom Roush figured out a random problem I was having with my car by finding a service bulletin and testing the battery. Instead of having to leave my car for days, I was able to correct the problem and be home in two hours. Thanks!