I took my car this morning to get a 15,000 mi oil change and some warranty work to be done. When I bought my car there, one of the perks was a lifetime oil change, which I was happy to get (and I requested this time). Last time I asked for it, they charged me, but took the fee off after I explained. Since it was the same tech this time, I assumed there would be comments in the system from 5000 miles ago. Boy, was I wrong...upon arriving at the cashier's station she told me it was some $190. I said no, this happened last time, I have the lifetime oil change. They brought the tech guy over, who said you're right, it is the lifetime oil change, but you asked for the lifetime maintenance, which for 15,000 mi costs that much. I couldn't believe it...not only was it not explained to me when I signed for the work order, but I specifically asked him if it was free this time and he said "yes, the oil change is free".

So I am wrangling with him on this point, in that I did not request the maintenance, only the oil change, and he says that the policy of the lifetime oil change is that all maintenance must be done at the dealer, or it's void. Great, another thing my salesman didn't explain. I requested to talk to him directly, and he said it was changed recently, but I was grandfathered into the old plan. "So, just get his car, it's ok." He leaves, the tech leaves, and I wait another ten minutes...when the tech comes back and says "well I talked to my manager, and we can't waive the fee." I'm flabbergasted at this point...I ask him didn't the salesman just tell him it's ok? And that I had the policy in before the change? He said it didn't matter, and that the salesman was mistaken, and that it's always been like that.

At this point I am pretty livid...I've been there about 50 minutes waiting around. So I request to talk to the service manager there, who basically says yes, on this contract it states only oil change and not maintenance . That's all well and good, I said, but it still doesn't change the fact that I asked for an oil change and not a maintenance. And that to the common person who doesn't work in a service bay every day, those two are interchangeable, so that is what I was signing for. And lastly, the salesman explained to me upon purchase that it was free, so I was not gonna pay for anything.

The manager said he had to call someone, and had me wait some more. But then afterwards, he called me in to say that they will sit down with the quality control and the salesman and make sure he is representing the product correctly, and they will waive the fee for me because I was told one thing and charged another. So finally, close to two hours later, I get my car back.

I appreciate that they did the right thing in the end, and I understand doing your job and mixups, but that doesn't make it right. I've never had a good experience with this dealer as far as service goes. Cook Imports is a pretty huge dealer, which is why I'm surprised. If you live in MI, don't go here. Thanks for reading...

 

What did they do to the car that would have cost $190??? Just a couple of tips... never trust anybody, read the shop work order before you sign it, and don't sign up for any extended maintenance plans or other similar type things without reading the fine print. Usually all things "free" have a catch or are too good to be true.

Poor communication on the hands of the dealership, but you need to be always on the lookout too. The only one who can protect your interest is you...

Thanks for the tip... I will make sure to never visit that dealership. Kinda far for me anyways...

 

It doesn't end. Now they've called back and told me that I have to pay for the loaner car because the warranty work wasn't enough to cover this rental. I'm bout tapped out...AVOID THIS DEALER

 

sorry to hear that man... sucks... i've had pretty good experiences with Lee at Sesi Mazda in Yipsilanti, although their oil change is a rip off at $30.

have you guys heard about this new mazda dealership in downriver that offers free carwash with oil change? i wonder how much they charge for oil change.

 

I thought every dealer gave free car washes? I went to the Troy one once, and right on their invoice it says "stop in anytime for a free wash". And at Cook, they've always washed my car after any service. I froze my credit card there by the way, in case they try to get cute and mystery charge me.

 

With my 8, I wouldn't want anyone washing my car without me watching. Who knows what they might do to the paint as they swing that hose around, etc...

 

no man i didn't get any car washes at Sesi... now i am mad.

freezing ur card is probably a smart thing to do...

 

I just bought my 8 at Sesi 2 days ago. I originally was trying to do business with Cook, but the 1st two sales people I had the pleasure of dealing with were incompetent and the other was your stereotypical salesman who thought he was a big shot. I have nothing but bad things to say about that dealership, and from your experience sounds like their service department isn't too bright either, thanks!!

 

Iv been goin to cooks havent had one problem...

 

hey who was your sales person? was it Lee? what's ur name?

 

My name is Jason... and my salesman was Rick Foresi. I guess Lee is a pretty good salesman because one of my buddies at work bought a Mazda 6 from him and said he was awesome.

 

Who was your salesperson there? Or, rather, your tech person? They've all made an enemy. And I found out that somehow they were able to charge $33 for the rental after all, after I froze it. Thanks, Chase Visa, for nothing, you jackasses...

 

If you look on the back of your statement you'll find a number for disputing a charge. You then explain the situation and the credit card company will contact the seller on your behalf. They will also freeze funds in that amount to the seller until the issue is resolved. The seller will have to prove their case. If not, they will lose that money. The amount in dispute is not required to be paid by you until a resolution is reached. If your credit card doesnt abide by this common policy, ditch the card and get a new one. Good luck!

 

I've already paid it...I don't want to get into a protracted battle with them over $30 if they're gonna pull the legalese and start going into what exactly details "warranty work" and all that. It's not worth the stress. Thanks though

 

I have 32k on my 8, and all service done at cooks, and not one problem when I go there, In and out.. Great service..

 

Who was your service tech? Phil Taylor or Erik Preast?

 

erik, is great, phil on the other hand... Phil doesnt have Quote me on this the friendly skills...

 

I like to change what I said. Phil isnt as bad as I first thought. Cooks imports just hired a new RX8 guy.