Mazda Service Center

C Chaffee

★★★★★

6 years ago

Took my car in for warrantee repair. Everyone was very friendly and helpful. I was in and out in the time suggested, and am very happy with my experience with them.

Zachary Reardon

★★★★★

5 years ago

The Service Center at Mazda of Fredericksburg saved me almost $3,000 though their hard work, experience, and persistence to fight the warranty company on my behalf. This effort was spearheaded by the Service Manager Katelyn. After the warranty company agreed to pay for the repairs, she took the extra effort to find a new rear differential as opposed to a used one the warranty company had on hand. I am very happy with the end result. For more details, please read below. After replacing the brake pads and rotors on my 2014 Mazda CX-5 with 100,408 miles on it in Aug 2020, I started to hear a clicking/rattling noise come from the back of the vehicle while driving at lower speeds. After further investigation and research I realized that it is the rear differential, which there is a Technical Service Bulletin (TSB) that addresses this very issue. After reading through my limited lifetime powertrain warranty from the Warranty Solutions Management Corporation I gave them a call to ensure that the rear differential was still under warranty. The first person I spoke with and her supervisor both said I was still good to go. On Tue 1 Sept 2020 I brought my vehicle to Mazda of Fredericksburg to have the warranty work done. On Thursday 3 Sept they informed me that the warranty company wanted a maintenance record of the vehicle and wanted me to pay for the teardown inspection of the rear differential to determine what the actual issue was. After consultation with my wife and my brother who is a mechanic over the Labor Day weekend, I decided on Monday 7 Sept to pay for the teardown inspection to determine the cause of the noise so the warranty company would pay for the new part and labor. By Friday 11 Sept Katelyn provided me an update that the rear differential was indeed damaged and needed to be replaced; she sent the necessary documentation to the warranty company and was awaiting a response. During the week of 14 to 17 Sept several actions happened: Katelyn spend several hours going back and forth about there not being a need to provide a maintenance record including the fact that some of the warranty agents agreed that no record was needed and that this is known issue with this year, make, and model given the TSB. She finally was able to get them to pay for the part and labor which would have cost me about $2,900 instead of the warranty companies $2,529. Katelyn went the extra mile and asked them if she could find a new differential for the same price of their used one and if that could be used instead, they agreed. By Thursday 17 Sept I had a new rear differential and I only paid $250 for the teardown since Katelyn provided me a really good discount (it would have been more like $420 before taxes without the discount). The mechanic spent almost nine hours doing all the work, but she only charged me about three or four hours at a reduced rate. I am really happy everything worked out and that I will be able to continue to drive my CX-5. It would not have been possible without the help, hard work, and persistence of Katelyn and the rest of the service team. Thank you for your help! Respectfully, Zach

N Podpiska

★★★★★

2 years ago

Great service! It was necessary to change the engine oil during the trip. I was pleasantly surprised by the quality of service, approach and professionalism. Phone calls are answered quickly. Carolina was very professional, willing to help and didn't keep you waiting when picking up the car. Fast, professional, friendly. After changing the oil, I received a video about the diagnostics of my car and its technical condition. This is truly a great service, guys!