This has been, without question, the worst car-buying experience I've ever had, and this was…read moresupposed to be a special purchase because it was my fourth Mazda. Instead, it has turned into an ongoing nightmare.
I traded in my 2023 Cadillac, which already had a negative experience in purchasing it with Ed Morse dealership Dallas, as I had issues after a bad purchase transaction. Instead, 22 days later, my trade-in still has not been paid off because the dealership sent the wrong payoff amount, not following the contract that we all signed. As a result, I still owe money on a vehicle I no longer own.
On top of that:
My two rebates were not applied correctly totaling $1,250,00 ($750 veteran) ($500 Mazda to Mazda)
I canceled my extended warranty and GAP coverage, and I am still waiting on my $4,092.10 refund. That I was told I would need to pay the balance first so that they can receive title before refund me the difference in what they failed to pay by contract.
Now I have a car payment due on the new vehicle and still need to pay off the old vehicle for them to receive title, then to wait on at this point for 2 checks they OWE ME.
Every time I ask for an update, I get a different answer.
Working with Owen Benson and Brian in Finance was extremely frustrating. They were never on the same page, and neither would return calls or answer questions when issues came up. Instead of taking ownership, everyone points fingers at someone else--the finance department, accounting, or another employee.
Since January 16, I've been given nothing but excuses, conflicting information, and the runaround. No one has taken responsibility, and no one has corrected these mistakes. A dealership should not leave customers chasing their own money or worrying about a trade-in that should have been paid off weeks ago.
I chose Norm Reeves Mazda because I have been a loyal Mazda customer, but this experience has completely destroyed my trust in this dealership. If you're considering buying a vehicle here, make sure every rebate, payoff, and finance document is verified before you leave. I wish I had.
I sincerely hope management steps in and resolves these issues because no customer should have to go through what I've experienced.
