I was a customer at the carling mazda service department for probably 8 years, with generally good and predictable service. I recently bought a new mazda again, and returned to carling mazda for service, and my experience was drastically different. My car had a challenging repair, and was in and out of the carling mazda garage for over a month (Jan-Feb 2019). I can confidently say I was patient with them during the process. However, the customer service approach was not like it had been in the past. Yes, the people are quite nice. However, I had to chase them down to find out what the status was on my car, to follow-up on parts that were expected to come in, and to schedule a next appointment. Each time I brought it in for the day, I would never get a call to tell me if it was repaired or not, and I would just find out the status when I showed up at the end of the day. I didn't know what work was being done, I wasn't asked to approve anything, etc. They basically took me out of the equation. That I could just cope with as long as they repaired the car.However, at the end of the repairs, they kept my car for a week. I picked it up at the end of the day, my car was backed into a spot by the fence, and it was getting dark. I noticed the next morning that the rear bumper was cracked. My 6 month old car has a cracked rear bumper. I let the service department know right away. Two weeks later with several follow ups from me (as usual), I finally got a response letting me know that the most they could do was charge me "at cost" which is $1000 to repair - they would take no responsibility for it. Essentially, the rationale was that 1) because none of their staff said it happened, then it necessarily didn't happen there and 2) they are no more responsible than Walmart would be if damage happened when you go to shop there. I e-mailed the General Manager twice to try and engage on the issue. He responded the first time saying he would get back to me the next week. He didn't. On my second e-mail, he just never responded. If you don't want to take any responsibility, that's fine with me, you have the right not too. But, just providing any response in any case would at least be a decent customer service approach and a very basic minimum level of respect in my opinion. But, the manager just provided the same type of customer engagement that I had been receiving the past month - basically none.This isn't the only mazda service department in the city - there are lots of choices. After all the years I chose to bring my business to this particular company, this is the treatment I received. I have no choice but to take my business elsewhere.

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Brandon Desbiens with the sales department was excellent. He took the time to guide us in our purchase. He also made his best to accommodate us and try and find the best vehicle for our needs, going out of his ways and investigating all potential avenues allowing us to find solutions that fitted within our budget and our goals.

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