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October 2024 by M N
2024 Mazda CX-90 Turbo S Premium Plus customer.
I had my first unpleasant experience at this Mazda dealership today when I went to collect my car after installing some accessories. I want to recognize that Stephen from the parts department was accommodating and professional in helping me select and order parts. It's worth noting that getting the service appointment was easy and fast. Also, the dealership has a generally nice vibe.
I brought the vehicle in for the service appointment, only to find out they missed five recalls when scheduling the original appointment, which should have been added to the service appointment. However, they stepped up and rescheduled the appointment, even providing me with a loaner to keep for the additional day. After receiving a message that the vehicle was done, I went to collect the car. The services advisor, Jordan Winner, interacted with me abruptly and unaccommodatingly. This escalated when I noted that the key fob was handled roughly and tried to show her the scratches. She was quick to dismiss the concern and became passive-aggressive. She even implied I was attempting to avoid payment or something similar. Considering that I offered to pay for the work in advance the day before when the appointment was scheduled, she even insisted on waiting until the job was done. Not to mention spending thousands of dollars at the parts department and owning their top-of-the-line flagship product! I am curious about the reasoning behind her judgment.
I inspected the car, Jordan checked the loaner, and then I insisted on talking to a manager to address my experience in a civilized manner before making any payment. I walked to the seating area to take a seat. Jordan, whom I met the day before while scheduling the appointment, began calling me by my first name in a loud and unprofessional way, demanding I walk back to her and make a payment. I can not understand what the urgent concern was. I drive home without paying, and the dealership hands the police all my details, yet they can't get me because this is how I make a living, and somehow that is not covered by your business insurance. It's inexcusable. This is borderline disrespectful to anyone, her employer, and the brand she represents. Not just customers!
When a manager arrived, it was sales manager Shane Gilmore. It was clear securing a payment, based on his employee's input, was his priority. So, I handed him my payment, and he processed it and asked me to follow him to his office to address the issue and give me his business contact information. He attempted to de-escalate the situation and offered to discuss how they could address my key concerns. Honestly, his interpretation of the situation was unfortunate. However, I still wanted to clarify that my issue is not the key fob but the experience expected from the business and brand service representatives.
Adding insult to injury, after going home and thoroughly inspecting the car, I realized Jordan forgot one of the accessories scheduled for installation in the trunk and didn't mention it during the handover as an incomplete item, even assured me all the planned work was completed. I get it; this kind of stuff happens. However, considering the overall experience, it is a pattern of neglect and unprofessionalism. As a first-time Mazda owner and Sill-TerHar customer, this experience has lowered my trust in the dealership and the brand.
The manager expressed his keenness to keep my business, which I assume is on behalf of the business and brand. I hope he meant his words, this is a one-off situation, and I can continue to expect the experience Mazda and Sill-TerHar promise their customers.
Post Dealer Reply:
Attached is a message from the service manager Steve Eiter sent over a week ago. The reply below is an attempt to invalidate my experience to flip the narrative.
Saying I am not paying until I see a manager
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October 2024 by Ajacksony
We came here for a good family sized car with good safety features and we had Ashton as our sales person who was a great help. He was patient and answered all of our list of questions. The entire place felt welcoming and we will definitely have them at the top of our list when we decide to get another car. Thank you Ashton
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October 2024 by Morgan Kihn
This is the second car I’ve purchased through Sill Terhar Mazda. The staff is very kind, helpful and knowledgeable. Taylor ensured I had a wonderful car buying experience.
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August 2024 by Milena Batista
We have been loyal Mazda customers, having purchased six vehicles from the brand. However, we are extremely disappointed and frustrated with the customer service at Sill-TerHar Mazda. When negotiating the purchase of our new car in May 2023, we were promised three free oil changes. We utilized two of these services, but when I tried to schedule the last one, I was informed that our time to use it had expired, as it was over a year since our purchase. This was about 30 days past the one-year mark when I first contacted the dealership.
We were never informed that the free oil changes needed to be used within a year (I’m sure this was written in the very small letter in the bottom of the contract, that no one reads).According to the Mazda website, oil changes should occur every six months or 5,000 miles, which indicates bad faith on the dealership’s part in limiting the usage of these free services. It seems clear that the offer was not intended to be honored fully.
Despite calling the dealership every day for a week and leaving multiple voice messages for the owner, I received no response. It is clear that they are not committed to customer service beyond the initial sale. I will not be giving them my business for future purchases or services. This experience has been extremely disappointing.
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August 2024 by Kristen Robb
Homero was very helpful throughout the whole process. He made it very easy and smooth to get my new vehicle. Seems very knowledgeable about Mazda as a whole. Would recommend him and Sill TerHar Mazda to anyone who wanted a new car.
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August 2024 by Marsella ShakurMain1
Taylor at Sill-Terhar Mazda is the most fun, knowledgeable, understanding and patient auto consultant I've ever hard. He is part of the reason I've continued to do business with Sill-Terhar! The whole team is great and friendly, never leave me guessing. Taylor is always there answering my questions and guiding me with my 30.?
Taylor and Crew, THANK YOU SO MUCH
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August 2024 by Stacey Maida
Josh was awesome in helping me find my next car! He was patient and answered all of my questions. He wasn’t pushy and gave me space when I needed time to make a decision. He was prompt, good at following up and made the process seamless. Shane was also a great help and helped to close the deal so that I could have the car I wanted but also feel good about the price. Thanks for an all around great experience!
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August 2024 by Ski Man
I tried for over 10 mins to schedule an appointment today through the chat box on their website. They would not let me schedule it without my email and phone number. Anytime anyone gives that out, it goes in their system and ad/spam companies pick it up. I know an owner of over ten dealerships, I know how that works. Because I wouldn’t provide my email and phone, only my name, they told me to just “stop by”. Truly bad customer service. My friend who owns Lexus, Acura, Cadillac, Buick, and GMC dealerships, def doesn’t do the same. #Disappointing
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August 2024 by Deanna Corbin
Taylor and everyone I worked with on getting my new car were absolutely amazing!! Having to do almost everything over the phone was very tricky, especially this being my first car I have bought but Taylor made sure everything went as smoothly and easy as possible! Genuinely amazing in helping get me into my dream car!!
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August 2024 by Nari Im
I purchased my very first car at Sill-TerHar a week ago and I absolutely love my CX-30. I was so glad to work with an amazing salesman, Homero and all the other managers too! He was awesome, kind, and patient and did his best to meet my budget.
Before I reached out to Sill-TerHar, I was extremely exhausted and felt pressured by other Mazda dealerships in Northern CO. But he showed a genuine eagerness to earn my business and was incredibly helpful. Everything went smoothly with his nice and humorous coworkers, without any pressure. I really enjoyed the entire process and ended up with a fancy CX-30 Carbon Edition! We took a picture together to celebrate it. I highly recommend doing your business with them at Sill-TerHar in a great atmosphere.
Unfortunately, my car got a long scratch on the hood on the first day but Homero is going to help remove it himself. He is extremely kind and nice. Thank you so much for your assistance!!
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August 2024 by Krunal Barot
Worst Experience in my lifetime. I would recommend everyone, if you are planning to do to this dealership please make sure you have a Go-Pro and a blank paper so that whatever their sales team says is recorded and then you can get their sign.
Recently I bought a Mazda CX-90 PHEV from the dealership, due to fix budget I planned to buy the Preferred model but due to multiple discount options and deals and with some false commitment the sales guy managed to sell me the top model with some extra accessories. After 2 Months of buying the car in one of my conversations, I learned that one of the commitments a salesperson made was a false commitment. When I got to know that The wrong information was given to me I tried to connect with multiple people on different levels. Even though I had proof of communication over chat none of them believed me because it was not written on their agreement. On top of that both the salesperson and his manager changed their statement and even after seeing the proof they denied any of this commitment. So maybe the dealership wrote at their place that this extra discount was not mentioned anywhere in the agreement I also learned from this incident that I should never trust oral communication but the worst part is instead of accepting their team's mistake the whole management was trying to cover their team.
SO REQUEST TO EVERYONE EVEN AFTER READING THIS REVIEW IF YOU STILL ARE GOING TO THIS PLACE MAKE SURE WHATEVER PERKS OR DEALS OR GOOD WORDS THE SALESPERSON GIVES YOU WRITE DOWN ON THE PAPER AND ASK HIM TO SIGN OTHERWISE YOU WILL BE SURPRISED AFTER 2-3-6 MONTHS.
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August 2024 by Sydnee Taylor
I got my car three years ago in a panic because my old car had problems. Taylor helped in the time crunch I had with a 70hr/wk work schedule to purchase a car asap. Back three years later for a new one & he is equally as helpful & honest! 10/10 would recommend
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July 2024 by Manuel Sucre
Had the opportunity to work with Homer from the sales team and my experience was great! He was super straight forward when it comes to negotiation. I mentioned what I needed and he made it happen. Would 100% recommend working with him. Rich was also great from the finance team!
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July 2024 by Jeremy Woodward (xXTranTXx)
Just recently had my vehicle stolen and Sil-TerHar Mazda is where I found a great deal for the CX-50! Thanks to Homero I was able to be confident with the selection. He answered all of my questions and showed me plenty of amazing features to the car. Happy I did my business here!
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July 2024 by Chris Mcleod
Amazing customer service today!!! Jordan was a pleasure to talk to. I was traveling through Denver and had issues with my key fob. Battery was installed and I was on my way in less than five minutes! Jordan also showed me some tips if this happens again. Thanks so much!
