My Mazda CX9 was involved in an auto accident over Memorial Day weekend. The body shop doing the work has needed to order the parts through Stokes Mazda. After misplacing the original order for a major part, then that part being on national backorder, then sending the wrong part (a different part) they now realize that the part I actually need isn't available and needs to be manufactured. ETA August 17 -- 85 days after the part was originally ordered. The car has been towed from the body shop to Stokes Mazda where it now rests comfortably TWICE!!
I will hit my auto insurance car rental coverage limit of $1000 (usually more than adequate coverage for any collision) tomorrow. I have been paying a nominal portion of the car rental for 55 days and will assume full responsibility for rental car beginning tomorrow, until the repairs are completed -- another 30 - 45 days if I am to believe these people. I need a car to work!
According to the body shop, based on the original estimates for parts to arrive they received from Stokes I should have had this vehicle back 3 weeks ago. Worst case, by 4th of July.
When I called Stokes Mazda and explained the situation to see if they would be able to help out with a loaner vehicle until the parts were received and repairs made I was essentially told it's not a warranty problem, "not my problem", it's an insurance problem. When I asked the Parts Director if he saw this as a Customer Service issue given the errors made in ordering parts, he said no and referred me to "corporate". Not sure how this isn't seen as a customer service issue. While I get that the dealership can't take responsibility for backorders/stock issues, I fully expect them to take responsibility and make things right for losing the order and then sending the wrong parts. Hoping that "corporate" is able to help out.
I purchased the vehicle at Stokes Mazda in January too. Won't likely make that mistake again.
Review about: Parts Services.