Open Road Mazda of Morristown — Attraction in Morris Township

This review is for service. I had a horrible experience getting my 2021 CX-5 serviced here and will never come back. Here's the full story. The check engine light on the car came on. I have an ODB code reader and determined that it was for a faulty thermostat which is covered under an extended 15 year warranty from Mazda. I called to schedule a repair and scheduled the visit 2 weeks out for 11:15am. The woman I spoke with was nice and said it was a very common problem on the car. I was asked to drop the car off (not wait) and come 1 hour early which I did. When I arrived the service person was quite short with me. He stated they will "try" to look at it today and have it done before 6:30pm. When I questioned his word "try" he was quite rude and short with me. I stated this was a scheduled visit and I needed the car the next day. His response - we'll text you when we get to it. There was no word by 4:15pm so I called and he said they have not looked at the car yet. I stressed that I needed the car the next day and that is why I scheduled the appointment. He said he'll know more in 30 minutes. Well in 30 minutes I got a text stating that they could not look at the car today - a text and not a call (a coward avoiding a conversation). What's the point of scheduling an appointment if they can't even look at the car the day scheduled. I called back and said I made arrangements with my wife so I could leave the car overnight but only if it could be done by noon. His response - "I'll put it back in queue." In queue? Again I reiterated the need for the car the next morning and he said "I will put it back in queue" - so vague and non-committal. Come next morning, I get a text at 8:45am that the car was done. Yeah! So I headed up there to pick up the car. This time I dealt with someone much nicer and clear in their communications. That said i was still disappointed that they did not offer an apology or a discount on an oil change that they did along with the warranty work given the inconvenience. Also when they ran my credit car they did it manually even when the card was in hand. It's 2025 - what retailer runs credit cards manually? It's a security issue. And to top it all off, they did not wash the car. They said they did away with their car wash a year ago. I have owned many brands in my lifetime and all the dealers wash cars after service. So in summary: 1) can't keep a scheduled appointment, 2) rude service personnel, 3) security issue on credit cards, 4) no car wash and 5) never an apology for not meeting the scheduled appointment. Stay away from Service at this dealer. They are so many others who really know what the word "service" means.

Update: 2/4/2025 - I did receive a call from Kervis the service manager within 2 hours of posting this review. He explained that they were shorted staffed and offered an apology. He did not make any excuses and took responsibility. He said that the counter personnel should have explained the circumstances and handled the situation differently. He did offer to take care of the next service on the dealership. This showed good customer focus and integrity. Let's see how the next...

I drove up from Pennsylvania to check out a used 2023 dodge durango RT from this dealership. When my wife and I arrived we immediately noticed the cars interior hadn't been detailed in the least (the seats, the dash, the floors, the car even had a weird funky oder to it). Having worked at car dealerships i cant imagine who thought it was a good idea to show a customer a car theyre desperate to sell, covered in coffe stains and smelling like mold. Maybe it was the previous owner, maybe it was one of the sales managers using it as a daily driver with a dealer plate on it. Either way, i know why it sat on there lot for so long. I knew from then on our experience was going to be subpar, and it was. My sales person immediately tried to "bump" the price that was listed on the website we used to locate it (carvanna or car gurus) saying there was 2 grand in "dealer lot fees". The car also had almost 3000 more miles than what was listed. Forgetting all the things I've since found wrong/shady about this vehicle, my main concern was the sunroof leaking water. I contacted my sales person about it, they told me I had to bring it back for them to fix. The last text was me saying "so I need to bring it back to you guys?" Didn't hear anything after it. I took it to my local dodge dealership to repair the sunroof, which they did. I've since had this vehicle on a lift in my garage, every aluminum part on the engine is covered in salt water residue. Even still after all of the little things I've noticed with this car and the experience I had at the dealer, I love this vehicle, I'm just worried I haven't learned everything that was hidden from us. This dealer felt off, I just wanted to get this durango and get it back to my area to properly service it as soon as possible because I didn't trust anything they were telling me or saying by the time I left that day. Even after purchasing the car I thought "okay now maybe they'll clean the entire car properly, even carfagno Chevy were I worked fully detailed every car that was sold used or new" nope, still absolutely trashed on the inside. Instead of making a big deal, I just wanted to get the car home. I paid to have this car fully cleaned myself I don't even want to bring this vehicle anywhere near this...

I strongly recommend staying away from this dealership. I purchased a certified pre-owned 2020 CX-5 in May 2023, and my experience from day one has been nothing short of frustrating. From the finance process to routine maintenance and now warranty service, the dealership has shown itself to be untrustworthy, careless, and unwilling to do things properly.

Here are three examples:

Finance Department – Dishonest Practices When finalizing the purchase, I dealt with Melvin, the finance manager. While I was reviewing the paperwork, he suddenly made a loud distraction in his office. In that moment, I noticed he had changed the agreed-upon price by adding a few hundred dollars. When I pointed it out, he apologized and reprinted the paperwork with the correct numbers. This felt like a deliberate tactic and was the first major red flag.

Maintenance – Poor Quality and Carelessness I used the dealership’s complimentary first-year maintenance and every visit left me disappointed. Each time I picked up my car, the steering wheel was greasy, the interior had visible dirty handprints, and the car smelled bad. This shows a complete lack of care and professionalism.

Warranty Service – Cutting Corners at the Customer’s Expense In September 2025, I noticed my car was leaking oil and I brought it in under the certified pre-owned extended warranty. On the first visit, I was told the issue near the oil pan could be fixed with a seal. Two days later, the leak returned. On my second visit, a technician admitted he had originally recommended replacing the oil pan but management told him to just apply a seal—a temporary, cheap fix. Since then, the problem has gotten worse: the car is now smoking white from underneath where the oil was “sealed.” After two visits, the issue remains unresolved, and the vehicle is in worse condition than when I first brought it in. This proves management prioritizes shortcuts over proper repairs, even against their own technician’s advice.

After two years of dealing with this dealership, my confidence in Mazda as a brand has been completely ruined. I will never purchase another Mazda or do business with this brand again.

Bottom line: This dealership is shady, careless, and not to be trusted. Avoid them...