Five stars , for the HANSEL MAZDA SERVICE DEPT , I purchased my Mazda 3 in 2014 , and adding the service contract was the best investment ever. All of the regular scheduled maintenance, is included at no charge. You don't know what a pleasure it is having your car serviced , and then seeing all zeros on the final receipt . My advisor, Regan, has always been gracious , and treated me like a king. My new advisor , Jorge Parra , Is just as good , if not better . They certainly have their act together. . Especially being such a large operation as they are . My Mazda 3 is 5 years old now. The estimated 30/40 MPG , is dead-on accurate . ( About 400 miles per tankful ) And it still looks and drives like a brand new car . I couldn't be happier . . . with Hansel Mazda . read more

Hansel Mazda is a lousy dealership. As soon they received payment from the bank for selling me my Mazda CX-70 they forgot I exist. I had complained to them multiple times that every public charging station I go to I am unable to charge my CX-70 so they made an appointment for me to have the suv checked out. When I arrived at my appointment they denied me service bc they didn't have the right mechanics on payroll. In California it is illegal to deny a warranty service especially when there is 900 miles on the vehicle. Hansel Mazda has the worst customer service on the planet. The service department gave me back my keys and told me there is nothing they can do for me and sent me away. And since it's been all crickets. So I sent them a demand letter to service my suv just so they can ignore me. Hansel Mazda you suck as a dealership. They didn't even pretend they cared. read more

Bought my first Mazda, a 94 Miata R edition that I still have today, new from Wood Pontiac/Mazda back in 1994 on the Corby Auto Mall. Wife bought a CX5 Turbo in November from Hansel Mazda who took over from Wood, its first service is due so went by to see why Hansel no longer listed Mazda on their home page. Closed, gone, no notice to newer customers which is just bad customer service on the part of Hansel. Will be taking it to Automotive Excellence in Rohnert Park who gets great reviews and works on all major Japanese brands. Shame on Hansel for not notifying existing customers. CX5 Turbo AWD is an excellent SUV though; first rate. read more

Nice cars but lousy dealership. I bought an MX5 and was fairly happy with the buying experience. Pretty car and fun to drive. We even got the extended service contract because it seemed like a good deal. The salesman said the service center was open on Saturday which is important since we both work and don't live in Santa Rosa. But then it turned South. I call to bring the car in for the first time and it turns out the Ford service is open on Saturday but the Mazda isn't. No harm - no foul. They said I could get a refund. The "finance guy" needed to do it and would give me a call back. But no call back for a week! So let's try that again. Same answer from the receptionist and same lack of a call back. I've done this at least 6 times now over the past 3 months!! No integrity. In the meantime we had to I even wonder if I had to make a claim on the extended warranty if they would honor the contract so I want to dump that too. It is discouraging to deal with such a lack of integrity. So I suggest you avoid this place unless you just want a car and don't need to deal with the people. Two life lessons to avoid horror. - Don't go in the basement! - Don't go to Hansel Mazda!! read more

Went last month to Hansel Mazda and had a great smooth experience. Matthias helped me find my new Mazda CX-5 Sport and handled the transaction timely and with friendly service. I was in and out within 2-2.5 hours and had the keys to my new Mazda in hand. They worked with me on price and I felt that I left with a good deal. This is my 2nd Mazda from this dealership and I'll keep returning because I know I'll receive a quick, friendly and overall positive experience. read more

Hansel Mazda - My new 2020 Mazda CX-5 Sport! - Car Dealers Near Me - Santa Rosa, California

Leased a Mazda 3 today. If Krystal had not been our saleswoman, we might have kept checking out other cars. She was nice, helpful, and really patient. Most of all she made me laugh and DIS NOT PUSH. She even gave us a ride to another dealer to check out a car that was on our list. It was a great experience and I'll buy my next car from her too. read more

This was an over all positive experience. The people at the service department were seemingly happy and friendly. Kyle (manager), I think that was his name, really tried to make the experience as postive as possible and I appreciate his patience in helping me find the best solution to my situation. The only negative aspect of the whole experience was pricing. I know that dealerships are more expensive but what would have cost $80 other places (price quoted) ended up costing me nearly double for a fairly simple procedure. But I was stuck going to the dealership due to a technical issue that only the dealership could handle. I was grateful for a small discount given by the service rep but it was still a sting. I wish dealerships would practice more honest pricing. Thanks for the system check, tire pressure and car wash. :) read more

Shoutout to Don Eames for being the absolute best sales representative we have met thus far! We went to this dealer to check out a new CX-5 Signature, and Don was so kind to accommodate us. He was extremely knowledgeable of the car, and Mazda as a brand, as well as the competitors in the segment. Our test drive with the vehicle was nothing short of excellent. Don picked a very good route that was just right and has a variety of road conditions that showcases the strengths of the car, all while explaining various features and technology. I would definitely come back to this dealer and look for Don, he made the dealership experience great and in my opinion is the epitome of what a sales representative should be. Thank you! read more

I will never purchase anything from this dealership nor will I recommend it to anyone. I was looking to purchase a new 2014 Mazda CX-5. The MSRP was $32,000 for the Grand Touring with the Technology Package. I asked if they had any specials besides the interest rate for there loans. They told me that was all they had, so I walked away. They called me the next day and still had told me they had no specials and that they would call me when they have something. I sent out a few emails to other dealerships in central and northern CA and everyone else was offering me AT LEAST $1,000 off. Roseville gave me the best deal out of everyone. They treated me like a valuable customer. My friend who drove me up, they filled up his has tank as well. They were so nice and friendly. They're willing to work with you and they keep there word. Keith Stepko was the salesman I dealt with. Great Guy. Oh, and Roger Wales the general manager emailed me asking if there else anything he could do to help. I wrote to him my frustrations first of all, and then told him the price I was offered. He never emailed me back after that. Way to go Mr. Wales. The general manager is held to an even higher standard, and he just dismissed me. I guess they're doing so well they don't need anyone's business. People don't waste your hard earned money on this place, they don't deserve your business. If your spending thousands of dollars on someone's product they. Better have good customer service and jump through hoops for you. Santa Rosa Mazda not only did you miss a sale with me of at least $30,000.00, I will never purchase anything from you in the future and that is unfortunate. It's about give and take along with compromise. Horrible Business! Go to Roseville and ask for Keith Stepko. You will be so happy with there service! They actually want your business and money, and will earn it, not expect it! read more

After posting my review, Regan in their service department called to follow up on my experience. He apologized profusely for the experience I had and offered to fix my license plates & buy me a new phone holder which I really do appreciate. He really showed that he wanted to make it right with us. That is why I'm upping my review 1 star. I really do appreciate that they wanted to make the experience better, but we decided to fix the issues on our own rather than make a trip back to the dealership. read more

Bought my cx5 in San Jose last year but since have moved to Petaluma. Came in today for routine service. Have a unique prepaid maintenance plan that took a while to locate and load into their system, but Reagan was terrific and patient despite my cluelessness on the matter. Thanks for such a great experience. read more

I'm kinda scared to write a good review about this place because I'm afraid I'm going to jinx myself! (scene 2 - check engine light on and unable to diagnose the problem) I bought my Mazda 3 from here and I have to say, after going to numerous other dealerships, I was most impressed with the sales staff here. They were straight forward, no hassle, no pressure, professional, and courteous. The paperwork was a breeze to complete. I got my 0% 5 year no interest financing with no problem. Bargain! I've brought my car back here for routine service (oil change/tire rotation) I've never had a problem. I was all set to get a 30k mile ($300) tuneup when the lady behind the counter checked my manual and said that for my standard transmission car it really wasn't necessary - read: saved $240! I really appreciate their knowledge and honesty. I've never had such good service at a dealership before. Usually they just try to talk you into a bunch of un-necessary stuff. read more

My wife and I had no intention of buying a car yesterday (3/28/10 for all of you reading this in the future) but when a deal makes sense and the process makes you feel as comfortable as possible, I guess you've got to jump on it! We ended up trading in my 2008 pickup for a new 2010 Mazda 3 5-door. They took my gas guzzling truck for more than I owed on it, gave us a killer deal on the car, AND we got to keep the Zoom-Zoom flag! LOL, but seriously, the easiest transaction I've ever witnessed. Dan, our Salesman was personable, he listened to what we wanted, and while the paperwork was being put together we had a great conversation about skiing, snowboarding, and PS3. Made us feel like we had known him for years. Thanks! Ron, the Sales Manager was as upfront as you can get, no tricks, nothing to hide. He put together a deal that made us feel like we got a great car for a great price and a great value for our trade. I can't remember the name of our Finance guy, but it was clear he knew his stuff. Just like everyone else at the dealership, he was personable, great to talk to, and completely answered any questions we had along the way. As you can probably tell, I really like these guys and to me the car buying process significantly affects how I feel about the car when I get it home. One of the reasons I turned in my 2008 pickup was because I had a horrible experience buying it, and honestly I was never as excited to drive it as I should have been, because of the service I received when I purchased it. We love our new Mazda, no buyers remorse, no feelings as if "maybe we could have gotten a better deal". All around a great experience. read more

Never have I ever experienced such poor service in my life. I'm a nurse, very busy. I bought here because it was local. They relocated with no notice. The next service location is 45 minutes away. The service I received was so poor. I will never buy a Mazda again and I'll probably never consider Hansel either. read more

I am not big on doing reviews. However, with the outstanding service I received from the Hansel Mazda/ Ford dealership, and that specifically of JULIO PEREZ, I felt compelled to share experience. I just purchased a 2016 Mazda 6 from the dealership! I am extremely satisfied with my purchase and would recommend JULIO Perez to anyone who is looking for a new vehicle. This is the second car I bought from Julio, the first one unfortunately turned out to be a lemon (at no fault to dealership). With that being said, I knew I only wanted to work with Julio on my second purchase because of the amazing service he gave me the first time around! He was extremely knowledgeable on the vehicles, took the time to understand my needs, wants and concerns after purchasing a lemon and by no means did I make it easy for him. We were constantly going back and forth test driving this and test driving that. He never made me feel pressured or rushed in making my decision. This is one thing I think many young females, well.. females in general are weary of, is going to a dealership alone. It can be intimidating having the sales people bombard you and they can make it a very uncomfortable experience. This was not the case! SHOUT OUT to Julio Perez for taking the time, going above and beyond all of my expectations to ensure I not only got a car that I am happy with, but a car that I LOVE! You ROCK Hansel Mazda in their sales department and in customer service. Ten stars! Here is a little more In depth about the A+ service of Julio. I was abiut to leave on vacatiin and was determined to have my windows tinted before I left. However, all the tint places had booked schedules. Julio took the liberty of taking my car to the tint place so when i got back from my vaca, i wohkdnt have to deal with the hassle and i could enjoy my brand new car!!!! AMAZING!!! Not only did take the time to helo me chise the perfect car and help me tint my windows, but he was my go to guy I'm helping me get through the buy back process! He really helped take away some of the frustrations I had in dealing with the Ford MFG Corporate and was able to answer or get answers to all my questions. This is something he was not obligated to do, I had already made my car purchase and knowing he was still there to help me, was a class act! Also a BIG Shout out to Carol Bernheim in the finance department! She too was a major help in the buy back process and influenced my final decision to lease my car. She was very understanding and took genuine interest in yhe budget i had set, my safety and the concerns I had from my previous purchases. She ultimately helped me feel reassured that I was making the right choice on such a big decision and I believe it is because of her words I never once felt buyers remorse! Lastly, my purchase would not have been complete had I not been allowed to have the BEST service provider the dealership has WOODY! He helped me since day one with my first car. He too took genuine concern when I voiced all the issues I was having with the lemon car. He is extremely knowledgeable about his job and is great at explaining car details it in a way that is black and white and easy to understand with no jibber jab to confuse me! He is great about getting back to you in a timely manner and like I said the icing on the cake was knowing I was able to have WOODY continue to be my service rep! He too gets ten stars!!! FOR THE RECORD JULIO PEREZ, CAROL B AND WOODY ALL GET 10 STARS AND MY UTMOST APPRECIATION FOR BEING SO GREAT AND DELIVERING THE BEST SERVICE POSSIBLE!!!! THANK YOU!!! read more

Hansel Mazda - In Love with my 2016 Mazda!!!!! Thank you Julio Perez!!!!! - Car Dealers Near Me - Santa Rosa, California

Best car buying experience possible. Thank you! I've bought a new CX-5 here over the weekend, and I was pleasantly surprised at the ease of the process and the effort that the sales staff put in to help me out. I knew the car that I want, but it's a hard car to find, and this was the first dealership that both had one in stock, and agreed to sell it to me at the price I wanted. When I showed up, I test drove the car, did the paperwork, and that was it. Easy and effortless. My extra thanks goes out to David Pappas and Dale Barker in Sales, - this was my first time when I was helped by two dealers who didn't fight over the client, but genuinely tried to help me. Ask for one of them when you go there. Also, thanks to Derrick in Finance, this was the quickest and nicest loan approval process I've ever been through. Another example of the amazing customer service - I bought the car on Sunday, but the options I chose required the parts department to work on it on Monday morning. The dealership gave me a loaner car for the day, and on Monday evening the dealer drove my car to San Francisco, where I swapped it for the loaner car. I live in San Jose, so being able to meet half way and save me a drive to Santa Rosa was super helpful. I highly recommend this dealership to anyone looking for a car. They have a large variety of different makes and models, so whatever it is you want - give them a call. I drove 100 miles to get there and it was worth every mile. A+++ Zoom-zoom! read more

I am in the test driving stage of finding the right car. I love to research and I know what I want to see when I walk through the door. Ralph was very nice, and was helpful in connecting me with my consultant, Lizzie. Lizzie is new, and knows what she is talking about. She was able to give me the correct information on the cars I was interested in test driving. If she didn't know an answer she looked it up or asked. I truly dislike when someone guesses, so I found this VERY helpful. She is personable, and is going to do a great job! I came back to the dealer the next day after test driving, since Lizzie was able to pull a Lincoln from another lot in order to let me drive it. When I walked in the door, Ralph greeted my husband and I. He asked about budget, which at this point in my search I am pretty flexible. It all depends if it is the right car. When I explained my budget and gave him my general guidelines (if it has the feel and features I am looking for, I know it will be more) he started to dissuade me from driving any other car that I was considering, but Mazda. After a while it felt like he didn't care about my needs. I don't appreciate being told I shouldn't do something when it is my choice, and I know my financial position. Also, l did not appreciate him speaking down to my consultant. If someone is learning, let them learn. Stop interrupting. It was a very pushy experience when he stepped in. I will not be pushed into a sale. The only reason I gave a good star rating is for My consultant. read more

Service Department (shared with Hansel ford): I booked a first service for my mazda 3 on a Thursday, they accommodated me first thing on Saturday, which was good for me as I was overdue my first service. I called back soon after to get a rough idea on cost, the lady (Sharon I believe?) offered up a coupon they were running, half off the first service. When I arrived I was greeted by Jesse. He was friendly, very pleasant and briefly explained the process. He gave me 90minute window and they were pretty much bang on. That's also what I was quoted on the phone. Waiting room was handy, a little bland looking but had TV, coffee and vending machines. Jesse also gave me a wifi code which was great as I came prepared with my iPad. When the car was returned to me, they gave me a detailed break down of the costs, the discount, a copy of the inspection card and were more than happy to stamp my warranty manual book. They washed my car which was nice. Overall I was pleased, seemed very reasonably priced (although I didn't shop around much) and would probably book my next service there. read more

I purchased my brand new Mazda CX-5 from Hansel Mazda. My sales consultant was Julio Perez. He went out of his way to help me get my dream car!! I cannot say enough great things about Julio and the entire Hansel Mazda team. They have forever earned my business from my experience with purchasing my new car. Thanks again Julio!! read more

Hansel Mazda - My brand new Mazda CX-5!! Thanks Julio! - Car Dealers Near Me - Santa Rosa, California

I took my car in today to have some routine maintenance done and get a couple recalls fixed. I was completely impressed by the outstanding customer service that was provided. Tyler especially, was outstanding and very helpful. He explained in detail what was going on and answered all my questions. Cindy was super sweet and knowledgeable as well, making my initial experience very inviting. Thank you to the whole team that took care of me and my CX-5! read more

They really care about you here. Get the maintenance package and they will take good care of you! Reagan in the service department is great! Best customer service in a dealership. read more

I was looking for a car and had few specific requirements. I was surprised by a used car that I found at another dealership and my wife suggested that I go to the Santa Rosa Mazda dealership to check out their stock. As we exited our car we were greeted by Ben who showed us a few cars that were close to what I was looking for, except the for price. Without being pushy he asked to show us some other possibilities and after looking at those, as we were about to leave I saw the car that we eventually bought. Again, Ben subtly encourage us to take it out for a ride, my wife was not too thrilled by the choice, but after seeing my interest and driving it herself I sensed this was a possibility. For a new guy I was really impressed with how Ben worked with us to negotiate the deal including my trade-in. Kudos Ben. A company can live or die by how its employees treat its customers. In addition to getting the right car at a great price Rob Fernandez's post-sale Customer Service has really been above an beyond. We spoke with the Sales Manager to close the deal and as I waited to finalize the purchase Rob, another manager kept me informed of where we were in the process. Rather than insist I go home, not too far from the dealership to get some paperwork Rob suggested that I bring it in the next day. As we chatted on my return I told him about the one thing that was a disappointment for me in the process. Rob took the VIN and told me that he would let me know what he could do. A day or two later he called me and let me know that he had going to approve my request and a third party would contact me to get it taken care of. After a couple more calls and Rob's always warm responses and encouragement to let him know if things had been done to my satisfaction. I got a call today letting me know that I should come by after work to collect the items that we had discussed. Now, I never mad a request, per se, but I mentioned my disappointment to Rob and he resolved my issue. I could not be happier with the outcome. Thank you Rob. I would encourage anyone in the market for a car to visit Hansel Mazda and see if you too will leave as a very happy customer. read more

If you feel like having your time wasted and enjoy feeling frustrated, go to Hansel Mazda. They'll take good care of you and make sure you leave nice and annoyed. Had a recent service done and after I picked up my car I noticed my automatic window feature was not working. It was when I brought the car in a few hours prior, so I called to see if they had a way to reset it or fix it. The receptionist told me I'd have to bring the car back and have a diagnostic check done, to which I replied, no. I then spoke to a guy who told me the same thing, but after a few minutes of me complaining that this can't be that hard of a thing to figure out and tell me over the phone, he said he'd check with some of the other service guys and call me back. While I waited for his return call, I decided to go online and found the way to fix the window myself...and it took all of 30 seconds to do, thanks YouTube! When the guy called me back I told him that I had already fixed it myself and that I was disappointed that they could not have been honest and told me how to do it over the phone. He said he wasn't aware of how to reset it. Unbelievable to me that the dealership service department wouldn't know how to do this for the cars they sell. I went through a similar experience the first time I visited Hansel Mazda and ended up bringing my car in for a tire pressure issue that I could have fixed myself. One of the service guys pointed out that there was a tire pressure reset button and I could have done this at home, but that was not mentioned over the phone and I could have avoided having to come in at all, saving me time and money. At the same service appointment where my auto window stopped working, I had pointed out a minor issue with my seat. Was told I'd have to come back for the minor issue as a part needed to be ordered, but that it would take less than 10 minutes to fix, and I'd be able to come back and be in and out once the parts arrived, with little to no wait. Great. So I got a call to come back and scheduled the appointment for a Saturday morning. When I arrived there was confusion as to what was ordered and why. I left that in their hands since they know what parts to order, but it took a while for them to figure out what was going on as the guy who originally helped me and ordered the parts was not there on weekends. Then I was told once they figured out the situation that they don't do this sort of thing on Saturdays and would need my car for 2-3 hours rather than the 10 minutes I was told, as they'd have to pull the seat off to fix it....which was not true. And, if they "don't do these kind of appointments on Saturdays" then why was I scheduled on a Saturday? The people making appointments should know how to schedule appropriately, right? At this point I'm pretty annoyed and asked if I could just have the parts and I'd do this myself. We met the parts person outside and looked at my car. The piece that was ordered literally snapped into place and boom, we were done. So, 2-3 hours for something that snapped in place in 2 seconds?? Riiiiigggghhhhtttt. Here's the bottom line. I may be a woman and not the most savvy when it comes to cars, but I'm not a moron and know the basics. I don't appreciate being dicked around (for lack of a better term) and I appreciate honesty and a little respect for my time. I decided to call my trusted mechanic that I've been going to with every vehicle I've ever owned, other than my Mazda because I was told I must see a Mazda service provider or my certified car warranty would be void. My mechanic was amazing (as usual) and told me that having to take my car to Mazda only is a BIG FAT LIE. My 7 year warranty will not be void if I took it to him or any other licensed mechanic. The only time it's considered to be void is if I were to personally work on the car or have someone who is not licensed do the work...which I'd never do. He also was shocked when I told him what I was charged for the service they did and said I was totally ripped off. Not cool, Mazda. So from here on out, I will be taking my car to my favorite, honest and reasonable mechanic shop rather than Hansel Mazda. I think it's really shady to lie to your customers just so you get their business and their money. Ya certainly lost mine. I'll only be going to Hansel Mazda to deal with recalls, but no more for repairs or services since at every visit so far, they have been a big disappointment and I leave feeling frustrated and taken advantage of, and no one needs that. read more

The actual Sale was fine for a used car, but they would not go through with their deal of repainting the back bumper of a car I bought from them. Before buying the car we agreed on a price with fix to a damaged back bumper. Would not return my calls or requests for the repair. Waited a couple weeks and still no reply or any sort of answer. Do not recommend for buying a used car there. read more

I had the best car buying experience of my driving life (40 years) at Hansel Mazda! From Caitlyn, in customer service, to Don, the sales manager and the finance manager and all the staff I interacted with, it was a pleasure and complete ease to purchase my new car. Thank you for such a great experience. I will recommend Hansel to my friends and family and to all the Yelp readers! It is good to support a long time Sonoma County business and a caring and considerate group of people! read more

Stay away from Hansel Mazda dealership! Go to Marin or Vallejo. It was the worse car buying experience of my life. All I wanted was a fair deal and to be treated with respect. I didn't get it. The salesperson tricked me into spending far more then he had promised. He said he would give me a $1000 rebate, beat any other dealerships by $500, zero percent financing, etc. When it came time to sign, he said I didn't qualify for any discounts after putting down $10,000. Later, I realized that I ended up paying $1,500 more than the average local sales price for a 2016 Mazda 3 Hatchback based on Kelly Blue Book. He steered me into a finance plan saying it was cheaper then zero percent financing, which I now doubt. The salesman also said some odd things like, "Some customers call me a racists. Where are you from? Oh, I guess that makes you a local." (What is that all about?) He also said that I was a "gentleman" (unlike those other people). All the while, he was disrespecting me through his deception. Very slick. I purchased roof racks which I personally inspected, but when I returned a week later for installation they had already been sold it to someone else. One of the sales managers promised to reimburse me full price for the racks ($400.00+) for my inconvenience. Instead, he mailed me a check for $4.00. I think this was a vindictive insult and retribution for asking him to honor his agreement. This is the kind of person you may be dealing with. I'll rip up the $4.00 check. I"ll ask you to be forewarned. In addition Hansel Mazda suffers from the following: 1. It's a small ancillary part of the Hansel Ford Dealership with an unimpressive show room and tiny lot with a limited choice of vehicles. This may result in some cars having a higher total mileage because of fewer cars to test drive. (Check the odometer.) My brand new hatchback had over 225 miles on it. 2. It's disorganized. The salesman did not know they had a white Mazda 3 (which I wanted) until I had to show it to him. Another salesman had difficulty finding the car key for the test drive. 3. It's unfriendly. I looked at cars on their lot for 25 minutes and no one came out to assist. So, I went in and asked the sales manager for a test drive. I was greeted with an unpleasant glance, but later he was all smiles when he realized I was going to buy a car. 4. The parts department did not know they had such a thing as surf racks. I only learned about them days later from the sales department. 5. My roof rack installation was supposed to take two hours. They took three hours. 6. I had my car washed but they left the window down and my driver's seat was wet. 7. The finance person said there were no pre payment fees on the loan when there are. He pretended not to know his own contract. Trickery, promises unkept, salesman admitting that customers called him a "racist", small lot, unimpressive show room, disorganization and incompetence, lack of knowledge of inventory and parts, longer wait at service department, lousy car wash. Oh my! From beginning to end - a nightmare. I believe this place suffers from being managed by people stuck in an outdated sales model. A model based on deception, manipulation and slick sales techniques. With the internet, don't they realize customers will know when they overpaid? Don't they know if you treat customers fairly they come back? I guess not. Beware of this dealership. If you ever set foot in this place, good luck. It's a toss up. Look at the other Yelp reviews. Lots of Eek Methinks not! I certainly, Think Not! Positive Notes: The Mazda Parts and Services Department honored their agreement for compensation for my racks and were respectful in their business dealings. The manager apologized for my inconvenience and genuinely cared about my business. Also, I love the car. Just get yours somewhere else. read more

This review is for STEVE LOPEZ, who we had the miss fortune of conversing with about a 2016 Mazda 3. We came in on the evening of October 27 towards the end of the night to see the car as we had all ready done a bunch of research on it before arriving. Our goal was to see it in person and get an out the door price. We're not huge fans of car sales people to begin with, but Steve gave us some new reasons to dislike the car buying process. We let him know we have excellent credit and we didn't want it ran, we just wanted numbers based on hypothetical information (that's one of the reasons why we have good credit, because we don't just let people casually run it in order to give us information we can obtain without it). He said ok and came back to the table with a number that was $596 off the sticker price. Obviously we questioned that. He was annoyed by this, and told us that they have to make a profit, and because they didn't have the care we wanted he was going to have to pay someone $200 to go get it (from the bay area) then he continued with the fact that if he lowered the price for us anymore he wasn't going to get any of his commission. I don't want to hear about your commission, EVER. I did tell him honestly that I wasn't going to pay someone $200 to go get a car that is 60 miles away, I could just go to the dealership down there myself...He then said with a rather rude attitude "let me ask you this, you don't think people deserve to make a commission!?" At that point we should have just got up and walked out. We didn't go to the dealership to possibly buy a car if the price was right to listen to a grown man complain about his commission because we wanted to get the best deal possible on a very large purchase. In all our car buying experience we have learned that there is this throw back and forth with the price, never have we been given a price and then when we question if that's really the best they can do has it been met with such hostility and disrespect. He even at one point of the process told us " look I'm not lying to you, that is the lowest I can go, we have to make a profit too" he was trying to convince us that Mazda doesn't mark up their cars very much and that they were only going to make a $200 profit after paying his commission and the guys $200 to go get the car from another location. We seriously doubt Mazda makes all the money they do by only getting a $200 profit on each car sale. Bottom-line: angsty, complacent, aggressive car salesman, do NOT get car deals. We left your business card in the trash on the way out, where it belongs. read more

I would give this business less than one star, if possible. Twice I tried to use their services, and as many times they failed. The first time, I simply asked the price for an oil change. Only after a week they replied to my email with NO INFORMATION, asking me to call them instead. The second time I called for the price of a Mazda steel wheel, and was asked to provide the VIN number (in addition to the year, make, model). Why? And even after providing them with the VIN number, I had to stay on the phone for 20 minutes with this senile man who kept telling me to wait so he could figure it out. These were very simple matters. I shudder to think what would happen if I really needed their help with my Mazda! read more

I buy cars almost every year and as a car sales wife I have some good ground to go off now. When i first stepped into mazda I was excited to check out the new cx5. The car was awesome the first sales guy was knowledgeable and polite but no deal was made after the sales manager Andrew Hirayama refused to budge one bit. He wasn't willing to work on the price or payment or my trade in. The whole three hours was spent with my husband going back and forth. Even upon showing him the prices others were getting through truth finder he wouldnt come down in price. After c9nsukting the other dealers we came back the next day to meet a nice man Don who actually worked out a great deal with a different manager who made it happen. He got us what we wanted on our trade and our payment. Overall I think it's a matter of going on a day when the right sales manager is there to make it happen. !! read more

Brought my Mazda in for a recall today. I was given a direct number to call if I had questions about my service. The service was completed on time. And they included a free exterior car wash! The rep did not try to sell me on services, but instead let me know what could be serviced and if I wanted, I could inquire about pricing at any time. He even let me know what were minor concerns and what I should look into soon. read more

Check your invoice on your repair and keep it to check against the next one, if the same problem occurs. I was charged twice for the same repair. read more

This is for the Service Department and maybe Mazda as a whole company... I have a 2014 Mazda 6, bought in November 2013 and it has around 6000 miles on it. I also bought it from this dealership so you would THINK they'd be kind of helpful. No. What a crapfest. I called, originally on Monday, after my tire blew out on Sunday. I couldn't bring it in right then because I work so we settled on Tuesday but not before being told it was probably something I hit, etc and there would be no warranty. Ah ha, yes, sure. So my husband takes it in and they determine I DID hit something (FYI, it's on the side wall, not the treading and we were on the freeway when it happened and we sure as hell didn't run into anything to scrap the sidewall) so then they tell him it it's $280 FOR ONE TIRE. Oops, wait! Nope! Theres ONE TIRE and whoever has it has price discretion and they aren't sure how long it will take. WTF is that, Mazda? You don't keep backup tires? So I pitched a fit and they said they'd get it in two days and give us the original price quoted. So two days go by, I have since filed a claim with the tire manufacturer and given this info to Mazda (done on Tuesday as well) and no one has called me. So I call to make sure my tire, you know, actually showed up. *I fell it's important to mention I've been driving around on a donut, on the freeway, with my kids in the car (on occasion) because you know, life.* Lo and behold, it did come in! I'm now dealing with Tim and I relay my story to him and he says he'll look into everything. Saturday - we come in for my tire to be placed and NO ONE HAS CALLED THE TIRE MANUFACTURER. You know how I know? They contacted me! Saying they had no information to see if they would warranty it! BRILLIANT. When I show Tim and the other service guy this, they have no response other than "Oh, Jesse was supposed to do that", poor Jesse. It's easy to be a scapegoat when you're not there. So, it feels that was all for nought. So, in all honestly, I pitched a fit. All my frustration and anger? They heard about it. I even found the tire CHEAPER ($80) online and sent him the link so they would price match it. In the end, everything came out to $240. I'm not sure they even honored the lower tire price. What a total mess. What a lot of heartbreak and frustration over something so basic to a car as a tire. I even emailed Mazda corporation and never got a response. I called too but the phone service isn't too hot either. I can't believe I went from Subaru to this mess because I thought the 6 is a gorgeous car. I'll probably never buy another Mazda. If I can find a way to get rid of this, I just might. read more

Service department for Mazda doesn't return phone calls promptly if at all. Poor quality service experience. We won't be back. Ever.

Service Department : Friendly staff will acomodate you in a comfortable convenient space waiting room. Facilities are nice/convinient. Unfortunately the wait for a oil change was approx. 3.5 hours. There is allways an option to go home and not wait but what is the avarage of time for oil change...for sure should not be 4 hours. read more

My experience at this place actually prompted me to sign up on Yelp. My car needed a repair that was covered under warranty as the vehicle had less than 30k miles. Was told they did not have the part in stock, but would take 2 days to arrive and they would call me when it came in. 4 days later I had not received a phone call so decided to call and check if there was a problem getting the part. Receptionist that answered the phone was extremely rude then transferred me to the service department. No one answered so I called back again. Same rude receptionist transferred me back to the service department again. This time someone answered and before I could explain why I was calling, he cut me off asking "why are you calling the service department, you need the parts department". I tried to explain that I was transferred there and again he cut me off saying "hold on" and transferred me to parts department. Surprise surprise, another very rude employee. I tried to explain why I was calling and was cut off by the parts guy saying "We don't have your part. You need to wait for us to call you. That's our policy. We call people when it's in". I tried to explain it has been twice as long as I was told and just wanted to follow up. He said "We'll call you when we get it". No explaination of how much longer or why it wasn't there yet. After another 4 days went by... now we're at 8 days when I was told only 2. I call back... same rude receptionist... same rude parts guy. I explained why I was calling and they said "Did we call you?" I said no, but it seems to be taking a long time and wanted to know if there was a problem with getting the part. He said "We call when the parts were in." I said well it's been 8 days now and no one has called me. He cut me off and said "Hold on" and then put me on hold for a few minutes. He came back and said "the part came in last week, why didn't you schedule a time to come in" I tried to explain that no one called me to let me know the part came in an cut me off saying "we always call people when parts come in" and then transferred me to service department without saying anything else, not even telling me he was transferring me. Service department picked up and asked when I wanted to schedule a time to come in. I told them I wanted to cancel my repair because of the experience I had and then he tried to tell me he was going to charge me for the part anyway because they had to special order it. I said it was a warranty repair and I don't want it done there anymore. He said it didn't matter, I had to pay for the part anyway. I hung up the phone. Worst. Experience. Ever. read more

I'd done my shopping and thought I knew what I could buy my 2015 Mazda 6 for. I saw the rating on yelp and figured... With 2016 almost here and everyone dealing on the 2015's, there a chance Hansel Mazda would really want to sell a 2014 still on the lot. Boy was I wrong. Alina was great and knew this was going to need manager input. The manager walks over to me and says they will discount the car from $33k to $30. I laughed and told him that I could buy a 2015 for less, a lot less. Long story shortened...I walked out and bought a new 2015 at Putnam Mazda for thousands less than Hansel would even consider for a 2014. I really hope they don't trick/deceive an elderly person into buying this car for top dollar. Sounds like their service department may be managed in the same fashion. Burlingame is not all that far when your getting 40mpg. read more

Good Sales but incompetent back office Pros: * Good sales man. Knowledgeable about the car and provided a non-pressure test drive. * Willing to accept best web price if documented. Cons: * Unnecessarily rude sales manager continually trying to get me to accept color I didn't want. * Small inventory of Mazda 6 vehicles * Incompetent back office. o Despite an appointment to pick-up the car, the paperwork was not ready. It took 2 hours to complete the paperwork due to multiple errors including incorrect price, incorrect deposit amount, misspelling of last name, and incorrect year of car (entered as 2002 not 2017) as well as a broken printer (printer required to print the corrected forms). o After paperwork was completed, I still had to come back to dealership twice to complete the sale. o DMV paperwork was incorrectly submitted. It took 3 months, multiple calls, and a visit to get correct registration and title. Suggest taking a test drive at Hansel Mazda, but buying online from a dealership that will deliver the car to you at home. read more

Worth opening a Yelp account just so I can warn other Mazda owners. Called service dept to schedule synthetic oil change. Asked service tech how much oil change costs and/or are there any specials. Refused to offer ANY prices on the telephone. Instead wanted me to schedule an appt so they can "take a look" at my brand new car that's due for a simple oil change?! What a joke. Worth driving to San Rafael. read more

I was really unhappy with the customer service I received from Ralph when I visited Hansel Mazda. I had come in a month earlier and had a test-drive with Don who was very knowledgeable and friendly. Don told us there may be some deals happening around Black Friday, so we came in looking for Don a few weeks later and spoke with Ralph about it and he was really vague and dismissive about us waiting for a deal. When we came back more interested in buying, Justin, who was still fairly new, helped us. Justin had a great attitude even though he couldn't really answer any of our questions off of the top of his head. We have total respect and understanding for people in training and had no problem with that. Ralph seemed to have zero patience or tolerance for Justin's learning curve. He was very rude and unprofessional to him right in front of us. He was visibly irritated and impatient whenever Justin made a mistake or missed a step, showing terrible skills as a manager/leader/trainer in my professional opinion. He was equally short and blunt with us-- not friendly at all. We didn't feel wanted or worth his time. We were planning to be out of town on Black Friday so we had been in contact with the dealership where we would be spending the holiday as a second option and received so much better customer service from that dealership over the phone that we decided that no matter how much lower of a price Hansel could offer us, we would not be purchasing a car from them, because they treated us like we were just another sale and didn't put any effort into making us feel welcomed or comfortable. read more

Mazda service writer Regan is amazing! Thanks for the outstanding customer service