Is this normal for a dealership? --- Open Road Mazda (Port Moody, Canada)
Long story short:
I bought my wife a 2023 Mazda CX-9 GT a few months ago, which was my first brand new vehicle purchase. Due to misinformation from the dealership the car sustained some damage. The dealership took responsibility and stated that the repair would be done "as best as possible" and I was happy with the resolution. Please see the video link for "best as possible" fix results.
Long story context:
We have been very happy with our 2023 Mazda CX-9 GT that we bought 6 months ago from Open Road Mazda. After test driving several vehicles in my opinion there was none in the same price range that could match its refinement while maintaining its versatility for adventure. We loved it so much that we invested in roof racks, PPF, a trailer hitch, a small trailer, bike hitch, etc which have allowed us to create memories in our short time with the CX-9. Neighbors have come over to compliment the CX-9, and both family and friends have loved it. The vehicle that our CX-9 replaced was a Mazda and both our current vehicles are Mazda's. We thought we had found the brand for us moving forward. The Open Road experience and our ownership experience was incredibly positive in the beginning.
Service - Damage was to the rear hatch.
We have a bike rack that goes into the trailer hitch and I was loading up the bikes on the rack, when the hatch kick sensor was triggered and opened the hatch (with the bike and rack mounted). This resulted in marks on the back hatch of the CX-9, and my wife was devastated! She has been so proud of the CX-9, and has taken great care of it. The frustrating part is that we were told at the dealership that installing a hitch would disable rear kick sensor. Obviously this is incorrect and resulted in paint damaged where the hatch struck the rack and bike. We were really frustrated that we were misinformed that installing a hitch would disable the kick sensor but it didn't that time. We have been very happy with our last 3 Mazda's, and this has been our favourite.
I was happy with the resolution from Open Road where the manager stated they would touch it up as best as possible (see screen shot in video).
- The website stated there was a free car wash. As you can see from the photo's this did not happen (see photos in video)
- The repair was going to be "touched up as best as possible" which gave me high expectations considering Mazda did such a beautiful (original) paint job. However I am very concerned if this is the best possible repair Mazda can perform. Please see photos in video
When speaking to Open Road Mazda and Mazda Canada they both essentially stated that this was the best fix that Mazda could offer, despite this being there flagship vehicle when we purchased last spring. Is this normal?
that "touch up" looks like a dog's breakfast. It's really bad and I would be pissed.
Everything sounds awlful... from the poor workmanship, lack of care, poor customer service, to the skipped work , and it's about what I would expect from the dealership scumbags. This is partly why many people like Scotty don't buy new cars.
That being said, I probably would have tested the sensor for myself first. But that's because I already don't believe a single word dealers say. If their lips are moving, they are lying.
I was dead set against buying a new car, but in my area used cars went up dramatically in price. Buying new was the same price as buying a few years old. I was in need, as I had a 07 Mazda 3 that was rusting and could no longer even be jacked without crushing the metal. The other 12 Mazda3 was getting tight to be the primary car for a family of 4.
Regarding the kick sensor, I did try to test it out first. I place my foot under it, and it didnt' go off, however I realized later that if you get your foot in the right spot, it senses it an opens. It wasn't disabled like the dealership said, it simply was difficult to use.
I see. Yeah it's not a good time for buyers right now unfortunately. 
Dealers know that people are desperate for cars, and they are abusing that position of power.
But I wouldn't give up. I would explain to the manager that it's simply unacceptable, and that you want a professional paint job. They obviously sent the guy who vacuums cars out there with paint pen. If necessary get on the phone with Mazda Canada.
By the way, Open Road Mazda is licensed by the Vehicle Sales Authority of BC.
https://www.mvsabc.com/vsa-search/vsa-search-results/vsa-search-business-details/?account_id=b6d1a4e7-289c-e211-88a2-00155d007b0c
That means that you can file a complaint with the VSA for arbitration, and Open Road is obligated to resolve it if they want to keep their license.
Thank you for the feedback! I sent an email to the VSA, and area awaiting there response. Then I will most likely file a complaint.
I was suprised when the General Manager of Open Road Mazda stopped responding to my emails a few weeks ago, and the Fixed Operations Manager responded but more or less shrugged it off.
Please let us know how it goes. I'm really curious to know if these organisations are good for anything.
Forgot to respond to this,
VSA: "Yes, we can look into the conduct of the dealership pertaining to the sale and purchase of the vehicle but we do not have jurisdiction over the vehicle repair/service department of the dealership."
As requested, I am updating that the dealership did eventually fix the vehicle and I got it back today.
Originally contacted dealership: August 10, 2023
Dealership resolution completed: December 20, 2023
Methods used for resolution: Contacting multiple managers at dealership, leaving 1 star reviews everywhere I could with explanation, filed with BBB and VSA.
THANKS TO ALL FOR THE INPUT. It has been fixed and looks beautiful
It's not unusual for a dealership not to know the vehicles they're selling. To them it's just a hunk of iron they have to unload. The sales staff in particular could just as well be selling shoes and likely wouldn't know the details of those either.
It probably would have been better to have a professional body shop fix the paint damage. As far as the dealership is concerned "as best as possible" is not a promise of any level of quality and could even mean spraying it with a rattle can of DupliColor bought at Pep Boys for $10.
I appreciate the feedback, but the information is so frustrating to hear! Even after discounts for loyalty, and being discontinued, by the time taxes and dealership fees come apply its over $60k. Yes I know in Canada, especially Vancouver area everything is more money expensive and almost $7k in taxes but I would have expected a high level of service moving forward. Not a paint pen fix when stated as best as possible. Considering that there regular work is a beautiful paint job, I would have assumed best possible would meet these minimum standards.
the dealership did eventually fix the vehicle and I got it back today.
Good for you for standing up,and I'm glad you got satisfaction. Obviously these slimeballs need a fire lit under their rear end in order for them to do the right thing.
Free car wash doesn't mean that they will wash it for you. They'll just give you a free car wash voucher.
Crappy paint job for sure. Looks like they didn't even use the right color paint. I think you could have done it better...
