Towne Mazda Service & Parts

Attention: This dealership remains a major red flag. I previously had a poor experience with Towne Kia years ago and hoped that, a decade later, Towne Mazda would be different. Unfortunately, that was not the case. I purchased a fully loaded CX-50 Hybrid. Since then, I’ve had two routine oil changes — and both service visits were extremely disappointing. Each oil change and tire rotation took approximately 1.5 hours. For routine maintenance, this is excessive and far beyond what most dealerships consider standard turnaround time. Communication has also been a consistent issue. It is difficult to reach anyone directly, and calls often turn into extended phone tag. Additionally, customers are sent between multiple departments for issues that should be handled cohesively. During my second oil change, I informed the dealership in advance about a broken taillight caused by road debris. I was told it would be addressed during the same visit. However, after waiting 1.5 hours, I was told the vehicle was ready — with no mention of the taillight. Only then was I informed that I would need to go to a different department and schedule it separately. This lack of coordination and follow-through is frustrating and inefficient. Based on my experience, I would not recommend this dealership.

I bought my 2022 CX5 from Towne in November 2022. The sales experience was good, but their service department has gone downhill fast. Almost every time I go in for a simple oil change or tire rotation, I’m the one pointing out issues that should be replaced under warranty, like the rear hatch unlock button that keeps falling out, my loose driver’s seat, or the headlights with excessive water intrusion. Even though I purchased the CPO warranty so these repairs would be covered, they still quote me out of pocket costs. For some reason, their technicians never seem to check that the vehicle is certified pre owned before preparing the bill. Instead, they send me an inflated estimate first, like the most recent one for about $2,000 to replace the driver’s seat, which is ridiculous. I then have to call and remind them that my vehicle is CPO, something that’s clearly on file, before they finally acknowledge that it’s covered. Just the stealership doing stealership things I guess? My last service appointment was on October 3rd at 1:30 PM. I brought the car in for an oil change, a tire rotation, the rear hatch unlock button that keeps falling out, and a driver’s seat that felt loose. I didn’t hear a word from them all day. By 5 PM, when they were closing, I started calling repeatedly. I finally got through to the main operator, who had to contact the service department for me since they never answer customer calls. I was told they needed to keep my car overnight. Why would they take it in at 1:30 PM if that was the plan, and why didn’t anyone communicate that earlier? Someone from the service department eventually called and offered me a loaner car, but that would have been helpful when I dropped it off, not after I was already home thirty minutes away. I told them to just call me when it was done. The next day, I got a text saying my car was ready, but the seat replacement would cost about $2,000 because it’s all one single piece. Once again, I had to remind them it was covered under the CPO warranty. Only then did they confirm it was covered. I picked up the car and left. Then today, October 18th, I noticed all four of my wheel locks that came with the vehicle were missing. I checked the small Mazda branded bag that holds the original lugnuts, thinking they might have been placed there, but no, the locks are gone while the original lugnuts are still in the bag. So they removed my wheel locks and replaced them with standard lugnuts from their stock. I’ve searched my entire vehicle and the wheel locks are nowhere to be found. It’s like they assumed I wouldn’t notice. All in all, this was a terrible experience. Between the poor communication, attempts to charge me for warranty repairs, and now missing parts, I’ve completely lost trust in this service department.

Had my car in the body shop recently, work was done in the quoted time, they provided me a ride to my office, and I was pleasantly surprised when I got my car back washed and detailed. Thanks crew!

The whole staff at Mazda Service Department have been great. Exceptional service from management, service counter and mechanics. The staff goes above and beyond to help me when I had a few issues with my new Mazda CX50.

Outstanding service start t finish as the team replaced two rear wheel bearings in a day (they had to order a part) and provided a loaner free of charge to lessen the impact on this customer's life. Friendly and helpful. Not that I wish to come back any time soon, but I feel confident should I need to that Towne Mazda service will treat me right!