Reviews

Review Details

• Review fromSam S

  Date: 09/13/2023

  DO NOT TAKE YOUR CAR HERE. I have a 20+ year old mazda that overheated and I had my insurance tow it to this shop to get diagnosed and possibly repaired. The service advisor ****, called me a couple days later and told me that the diagnosis fee was $260. I agreed to get it diagnosed. Later he called me and told me the lower radiator hose was blown and leaking. Replacement of said part along with them adding hose clamps and new coolant came out to $1,060. I thought this was a little steep so he removed the diagnostic fee. So it came out to about $800. I told them to go ahead and start on the car.The next day I get a call from **** saying that the tech is just now seeing that the cause is actually the thermostat and they wanted to charge me an extra $450 for this repair. At this point I have lost my trust for this dealership as they should have caught that in the diagnosis. I told them to order whatever parts they need and I will be taking the car and parts to another shop.Lucky for me I have a family member who works as a service tech at a dealership down the street. He (my family member) insisted that he look at my car and when he did, he saw that the old blown out radiator hose was in fact not blown out and it was holding pressure just fine. Long story short, if I hadnt have received an outside opinion on my car, I would have paid them over $1000 for literally nothing. They tried to scam me and got caught. After this was brought to their attention, they refunded me for the hose that they sold me and I didnt need, along with the coolant that they charged me for but never actually used or received. After everything was said and done I still paid a little over $300 for their diagnosis fee and new thermostat.Dishonest business practices seem to be the norm at this dealership.

  Stevens Creek Mazda Service Center

  Date: 09/22/2023

  We feel this was a human error and miscommunition, not dishonest business practices. The customers vehicle was looked at by the technician and the lower radiator hose was leaking. The hose was prematurely recommended before diagnosis was complete. The advisor contacted the guest recommending the hose replacement. During that time the technician realized there was more of a problem, which was the thermostat sticking closed. Both parts were needed to complete the repair. We have refunded the hose part due to the miscommunication between all parties. We are willing to refund the remaining balance paid, we apologize for the inconvenience.