Town North Mazda — Attraction in Richardson

I booked a warranty service appointment at Town North Mazda in Richardson, TX on Sept 22, 2025, as a first-time Mazda customer. What followed was over two weeks of poor communication, vague responses, and shocking pricing that left me completely disillusioned with their service department.

I dropped off my car — freshly detailed — with a printed list of 14 service issues. Greg, the service advisor, said he’d attach it to the technician’s notes. Then I heard nothing. Four days later, I had to reach out myself, only to be told the technician "just got to it" and I’d get an update “tomorrow.” That tomorrow never came.

Over the next several days, I had to chase down estimates via text and calls. Greg never sent a proper PDF. When I finally received some numbers, only 3 of the 14 issues were addressed. There was no clarity, no discussion about what was covered under my Platinum extended warranty, and no coordination with the tech team.

Then came the quote: $7,862.70 — nearly half the price of the car, which I purchased for $16,789 just 3 months ago. The estimate provided no itemization or justification. One of the most concerning issues — faulty seatbelts — wasn’t even listed. I ended up sourcing every part myself for a fraction of the cost.

My car sat untouched for 8 of the 10 days it was in their care. When I picked it up, it was so thickly covered in dirt and dust, I couldn’t even tell what color it was. There were no fingerprints, no signs anyone had even opened the doors or looked at the affected areas.

When I asked Greg about the two warranty items that were supposedly approved (a replacement infotainment screen and sun visor), he vaguely said “Friday.” That Friday? No update. No call. Again.

I called the dealership three times. First time: “everyone’s at lunch.” Second time: I asked to speak to someone above Greg — the woman refused. I used one word out of frustration, and she hung up on me. Third time, another rep told me “your car’s been done for hours,” but again — no one bothered to call or email.

When I finally arrived, I expressed my frustration. Greg didn’t apologize — he argued with me. He acknowledged the convertible top had holes and clear rubbing damage, but insisted it wasn’t covered under warranty, offering no inspection notes or photos. Instead of showing any understanding, he acted like I was the problem for being upset.

I then asked to speak with the service manager, Perry. He was cold and dismissive. No apology. No ownership of the situation. He simply said I’d need to speak to the general manager — despite the fact I had already spent 30 minutes with him and two weeks trying to get help.

I left the dealership furious — not just at the dust-covered car, the overpriced estimate, or the lack of transparency — but at the total lack of customer care. There was no urgency, no accountability, and no communication from the moment I dropped the car off.

📉 What You Can Expect at Town North Mazda: • No updates unless you initiate • Completely unresponsive service advisor • Vague or missing estimates • No explanation of what’s covered under warranty • Shocking, inflated repair quotes • Neglected vehicles sitting outside, untouched for days • Staff who dismiss or argue when you escalate concerns

For a dealership that advertises quality and trust, this was a complete customer service breakdown. Mazda owners deserve better. Customers deserve better. I will never return to this location — and neither should you.

💬 I’ll also be posting the full breakdown of parts pricing on social media, showing how I sourced everything for under $700 — with proof that other Mazda dealerships sold them to me at cost, Even Mazda from Canada with tariffs were cheaper, ralong with resources and their links Plus prices, . Let the truth...

I purchased my car from TNM in 2022 when it was still family-owned, and I received great service. I often bragged to everyone about how friendly the dealership was and how excellent the communication was. However, after the family sold the dealership to a larger corporation around late 2024 or early 2025, the service quality plummeted immediately.

Previously, I could call and speak directly to my service advisor without any trouble and received constant updates. Now, you have to go through a call center, and they say you’ll get a callback—which never happens.

I had several recall repairs that needed to be done. Even though I listed the issues ahead of time, when I showed up for my appointment, I was told they didn’t have the parts after sitting in the lobby for hours and then had to come back and wait again. They advertise loaner cars, but they do not have any available.

On one occasion, after service, I discovered my hood was left open and it actually came open while driving. I called to complain and all I got was a “thank you for letting us know” with no follow-up.

Later, I had to replace my back wheel bearings. I ordered the parts ahead of time to avoid delays, left my car with them, and it took three weeks to complete. During that time, I called multiple times asking for updates and was repeatedly told I would get a callback—again, never received. It turned out my car sat untouched on the lot for two weeks.

Additionally, I had to educate them about my powertrain warranty after they incorrectly told me it wasn’t covered. They simply didn’t know what they were doing.

I also purchased a required maintenance package, only to find out they never informed me that I had to bring my car in every five months or the warranty would be voided. Essentially, they pocketed my money without explanation—this felt like outright theft.

Avoid this dealership. What used to be a great, family-run business has turned into a disrespectful, poorly managed operation that no longer values its customers.

If you want great serve take your business to Norm Reeves Mazda - Great service and communication highly recommend over Town North, they have informed many customers have left Town North to come to Norm Reeves for better service.

*Update - They apparently sold all the maintenance packages to another company and can no longer assist you in issues related to the package they forced you purchase on your new car- Horrible customer service and do not do business here, especially with Terry he does not care about your business...

Update: I recently took my vehicle in for routine service and a recall issue. The service staff was very courteous, checked me in timely and kept me informed throughout the day regarding the status of my vehicle. When I picked it up it was washed and the interior cleaned up. It looked so nice. Thank you for the service. Update: Since my initial post I have received a call from the service manager and the general manager expressing their concerns on the customer service I received at the time of my scheduled appointment. They listened to my concerns and explained the challenges they face as well on a daily basis. Since I already had my car repaired with another company, they are not able to assist me at this time, but I agreed and intend on giving the dealership another chance to earn my business. So at this point a 5 star rating goes out to the management for their quick response and gathering of the facts. Thank you both for understanding my frustrations. I scheduled my car for a service appointment 3 weeks in advance for problems that I was having.When I arrived at the time of my scheduled appointment I was informed that I had to leave the car and it would be 2 -3 days before they could even diagnose the problem and then depending on the repairs it would be determined how long it would take after the diagnosis was determined. I requested a loaner vehicle, noting that I have a car because I have to get to work and stated I could reschedule when they can get my car in on the day it was scheduled for and have a loaner available. I was then informed that would never be the case. First of all they never get to the cars on the day they are scheduled for and second I can never be guaranteed a loaner car because I didn’t buy the car at their dealership. I moved here from out of state and I have always had my car serviced by the local Mazda dealership. It didn’t matter if I purchased it at that dealership or not… it was always taken care of on the day of the scheduled appointment and I had a loaner (if repairs were required) or a shuttle service if it was to be completed that day. The disrespect for the customers time and inconvenience of them holding the vehicle had left a very negative opinion for me. I don’t believe they would have any respect for the customer when you purchase a car from them or assist in securing a reasonable price for that vehicle. I ended up taking my car elsewhere on the same day and having it diagnosed & repaired on the same day. town NorthMazda needs to revisit their customers service...