CardinaleWay Mazda Las Vegas — Local services in Las Vegas

Edit: Oh look, no response from their team, "shocker". Keep in mind they give you a restaurant gift card if you give them 5 stars which is why they have so many.

Very long post but i need to provide all the details.

Tldr: go to the other mazda dealership unless you want to potentially be put in situations that will stress you, dealing with a incompetent and rude manager, and overall staff. Customer service here apparently only exists when you want to buy a car, not when you have actual issues.

After purchasing 4 cars over the last 5 years through this dealership and receiving a hostile voice message from their service department manager, Brad, I can not recommend supporting a business who obviously condones that behavior especially when trying to discuss the situation with the GM, whom never called me back or responded to any of the 3 emails that i sent for the sole purpose to discuss this situation. Apparently he is too busy to concern himself, or just doesn't care. I don't know because I haven't been able to discuss it with him.

Getting told I'm holding a loaner car hostage while being hostile on a voicemail is not only unprofessional, but was flat out disrespectful. All because Mr. Brad lacked communication from his team and was unaware of the situation, and couldnt spend 5 minutes to figure out what was going on. I dropped off my car on Monday, and received a loaner.

So within 3 hours of me initially dropping off my car on Monday, the service dept told me my car was ready. This was not okay, they simply looked at my car to find if any mechanical parts looked off, drove it for 11 miles. Basically the same thing they did the first time i dropped it off a month prior. Though I still had issues with the car, and again was the reason I opened up the case with Corporate. The entire point of this drop off was so they can work with my assigned case manager to determine if escalation is needed and to work with Mazda Engineers (From his own words). They couldn't get a hold of the case manager assigned to this, so they basically wanted to get my car off the lot. Disregarding the whole reason it was there in the first place... my case manager told me to drop it off so he can work with them. That didn't happen.

So I called Mazda Corporate the same day, made them aware and how my case manager is MIA. They put me on hold telling me they were calling the service department to open a hotline ticket. Which means the service department would be working with mazda engineers directly. After doing so, she told me that she was able to reach the dealership and that this hotline ticket was opened, and I will get a call back from my case manager in the next day or two. Tuesday goes, no call. Come Wednesday, I never received a call so that's when I called the dealership later in the day to confirm status. They told me no service reps were available, and asked if they can call me back tomorrow (Thursday), and i agreed to it. Spoiler alert: they never called. From Corporate to the Service Department, I've been told I'd get a call back on 4 different occasions and not once did it happen until Friday. On Friday, service dept called telling me my car was ready and that there's nothing wrong with it. I'm under the assumption they worked with Mazda Engineers due to the hotline ticket so I asked if I could pick it up on Saturday, to which they said yes. The very next morning I get a voicemail from Brad basically demanding I pick it up right away and I need to stop holding the car hostage. As if I didn't just speak to someone the day prior with a plan to pick it up... its because he didn't know, which is what he told me when I called him back.

Absolute insanity. The icing on the cake is the general manager not returning my emails. Not once has he acknowledged what happened. The finance manager, Andrew, who sold me this car when he was a salesman decided to ignore me when he said he would talk to his GM to contact me. Avoid this dealership, go to the other...

Let me begin by saying I love my car and i had a great experience. Thank you Cardinale Way for helping me out. I ended up going here to buy a car based on a friend who saw them online. I had a GREAT experience with Mason and they really helped me in the situation I was facing. I wasn't really looking to buy a car but I had to because my car (that I had for just over a year) had been totaled in an accident the week before. Accident wasn't my fault by the way lol. I am very happy with my car and the process was long but that was because of my situation and they were doing every they could to work with me and what I wanted/ needed The only word of caution I have is to watch out for the "other aftermarkets". You end up paying for the "reconditioning" that they do to make the vehicle certified used. This is on top of the purchase price that they tell you/ is listed. You also end up paying for any of the things they added to the car. For example, my car has tinted windows, cup guards (?!?!) and door guards, plus nitrogen in the tires and lojack.. all things that were already on the car when I test drove it. Which is all great! Again, don't get me wrong. I am happy with my car. But that added nearly $3200 to the purchase price of my car. When I asked what it was at signing I was told "bank fees". Don't get my wrong they did tell me about the tires, tint and guards (approximately $1600 or so with a lifetime warranty- I can live with that..) but to the tune of nearly $3200 because I also ended up paying for them to make it certified used?? Just keep it real from the gate and put the real price of the car. So end all be all.. It was a great experience and I am happy with my car. Just watch out for the "aftermarket" costs. The price you see is not the price you will end up financing. $14,997 jumped to $18,193 real quick and that was before taxes and document fees. So my fault for not asking deeper questions. But hopefully a caution for you to ask them.

UPDATE: I have had my vehicle for about a year now, the breaks began squeaking within the first month which from what I was told happens (this is my 3rd car living in Vegas and never had that issue) both times I took it in. I also began having tire pressure issues. I brought the car to them because of the nitrogen in the tires and they said I could bring it back to check anytime. I am aware that vegas weather can make tire pressure act wonky so I didn't think much when the tire pressure light came on. I got it checked and then filled as needed. Checked being the key word. I did not just fill the tire, I asked that it be checked... I even went to another place to have them fill it and they confirmed a slow leak but couldn't find anything wrong. The pressure light started coming on more frequently and with as much as I drive, I didn't want to take the risk. So I made an appointment to get the tire changed elsewhere. I asked the techs to check the valve and the tire to see if they could find the leak. The leak was found and was 100% repairable... except a cotton plug had been used to seal the leak rather than a proper seal/ fix- rendering the tire irreparable. This is the tire that was on my car when I purchased it. One would think that a dealership would replace or at the very least use a proper fix for a slow leak in a tire. Apparently, not the case. I did call the dealership to ask about it but since the car was purchased used I'm probably just out of the money I spent on the new tire. Also, what seemed to be a small scratch on my car began to worsen and it turns out it was a bondo fix (confirmed by a body shop), nothing I can do about that either. That's highly disappointing as well. My next purchase won't be from here but most definitely a...

I had such an interesting experience at CardinaleWay Mazda that I just had to share...

I came in to see a CX5 and CX50. Both cars were great and after driving, I went inside with the sales rep to discuss leasing options. Because I was doing a trade in, he asked for my car keys to get my vin and mileage, all completely normal. What is not normal was the next 15 minutes.

I sat down with sales rep #1, got the menu, and immediately started poking holes in it, as any good negotiator would do. I also firmly stated that I would not be "making a deal" today, and that should have been respected. I've had the same car for 15 years, like, read the room, I'm clearly not in a rush. It is at this point that I realize my car keys had not been returned to me. I asked for them, the sales rep said "oops I left them in the sales office" and got up to go get them. He did not return with my keys, instead another sales rep (sales rep #2) returned with sales rep #1 to again, try and "make a deal". I asked for my keys a second time. Sales rep #1 gets up AGAIN to go get my keys, while sales rep #2 keeps blabbing on about making a deal. As a woman, I am used to men not listening to me when I say no the first time, so at this point, I'm uncomfortable, want my keys and want to go home. I firmly state "where the hell are my keys", get up from my chair, and head around the wall where both these reps have been coming and going, and there is the sales manager, with my keys in hand. He immediately tries to play nice, and hands me my keys. I looked him in the eye and said "that was weird and like a hostage situation." Now, these two sales reps were young, probably 22 or so. It is my firm belief that the sales manager was withholding my keys in order to teach these two young men sales tactics. Sir, this is NOT the way. You DO NOT withhold someones personal property in the name of a sale or sales training. I should not have asked to have my keys returned to me three times. I am an unaccompanied woman, in your dealership, it should be your mission to make me feel comfortable to earn my business, not by forcefully withholding my car keys. Do better.

I have reached out to the GM, and await a response, but I will not be returning to this location.

*Update 12/28/24 This is NOT a redemption story, what was done was done and thats still inexcusable. The update solely reflects the experience the second time around, and I have added two stars.

I was unable to find the car and trim package I wanted at other dealerships, which lead me back to Cardinale Way Mazda. I was not looking forward to it, I'll be honest, and enlisted support accompany me. I called and requested the nicest and least threatening sales team member, and was paired with Mark Metzner. Between him and my enlisted council, I got the vehicle and trim I wanted, at a price that was within my budget. Mark was kind when I cried (I'm just a crier, don't judge), and gave me space when I needed it to think solo without pressure. He also stayed late, which was a big ask, we were there well after dealership close. The finance manager Andrew Cromie was also delightful to work with. He has a very warm and inviting demeanor which is helpful in softening the sadness of signing my 15 year old car away. I am also grateful for the porter that stayed late to wash my new CX5. So, over all, the help I received the second time around was lovely, I am happy with my purchase, and I am viewing these two interactions at Cardinale Way...