2020 Mazda CX-5 Grand Touring Auto

Mazda of Jackson is an ABSOLUTELY AWESOME dealership to work with for any situation! My husband and I recently got a CX-90 from them and could not be happier!! Josh and Nick were extremely nice and so very helpful! I would recommend this team and dealership to anyone considering a new or used car!

I've taken my CX-9 to Mazda of Jackson ever since I purchased it 3 yrs ago for regular maintenance and oil changes. At some point they recommended replacing the rear brakes which was done with no problem. Last year they said the front brakes also needed replacing which I thought was odd since the vehicle only had 55k miles and there hadn't been any problems with either the front or rear brakes but I didn't question it and took it back in for the repair as recommended. Unlike the rear brakes, from the time I picked it up the front brakes were scrubbing and squealing which it had never done before. I took it back in, they provided a loaner and kept it for a week before calling me to say they "couldn't duplicate the noise" and said it was ready to pick up. The next trip for an oil change I addressed it with the service dept again who assured me this time it would be taken care of. It wasn't. I called again a week later and was given ridiculous excuses as to why it is making the noise & scrubbing/grinding from "that model just does that" to " it had factory brakes before and the less expensive brakes we replaced them with tend to do that". Seriously? I've been driving it for 3 yrs and it never had any brake issues until you replaced the brakes! Now you're saying it's the car model not the brakes and/or every other car on the road (except mine now!) has factory brakes and that's why none of them are squealing and mine is? I received a courtesy call from the "customer experience" manager a month ago, he said he would check into and call me back. He didn't. After a week I called him back and we discussed it at length again. At the end of the conversation he said he was leaving his office to speak with the co- owner, it would be resolved this time and he would call me right back. He didn't. Now 6 months later, the brakes are still squealing, scrubbing and grinding without another word from anyone at Mazda of Jackson. So much for the "commitment to the customer" they advertise. There has been no commitment to this customer, only excuses and unkept promises which is very unfortunate. The confidence I previously had in their service dept as well as their integrity as a company has been compromised, I don't feel respected as a customer, and now I have no choice but to pay someone else to do the job they were paid to do but are not willing to stand behind. I am very disappointed that I can no longer trust them after having been a loyal customer since purchasing my vehicle which, by the way, is the first Mazda I've ever owned and I love it. No complaints about the vehicle, only the dealership. I hope you have a better service experience than I did. UPDATE 7/09/2024: I am happy to say that there has been a complete reversal of my unsatisfactory service experience at Mazda of Jackson. Within 30 minutes of posting the previous review I received a call from Cassidy who is one of the dealership owners. She was not aware of the service issues nor had she been informed by the (former) customer experience manager of any complaints regarding my vehicle. She immediately apologized and asked me to provide the details regarding my service experience(s). She promised to call me back after she had a chance to discuss a resolution with the service department which she did. In a matter of minutes she called back and offered to provide a loaner or to have my vehicle picked up for service at my convenience. She said that factory brakes had been ordered for replacement at no charge to me and a service appointment had already been scheduled. The new brakes were installed today. They are as smooth and quiet as the original set from the factory and I couldn't be more pleased with the result. But most important is the fact that my faith in the dealership has been restored thanks to the integrity of the owner(s) who, it turns out, do take customer service seriously and do strive to honor the commitment to their customers as promised if given a chance to do so. My sincere thanks to Cassidy and to David in the service department.

Mazda of Jackson was excellent in serving my needs for a vehicle. The sales representative was very friendly and informative on the vehicle I was choosing. He answered all of my questions that I had about the vehicle, the Mazda 3. The sales manager was kind and answered all of my questions though out the process. The sales manager and the sales representative was transparent regarding the financing part of the transaction. I would recommend this dealership, when in search of a new vehicle. I am loving the Mazda 3 more than ever!