Puente Hills Mazda

Mazda, from the very beginning, failed to address what started as a clear safety concern. At the dealership level, Puente Hills Mazda not only dismissed the seriousness of my tire blowouts but went as far as accusing me of tampering with the vehicle; ultimately giving me the "final verdict" that the tires were slashed. With that conclusion, I was charged nearly $1,100 for two tires at full retail pricing, including mounting and balancing fees. The service manager and agent demonstrated the exact opposite of empathy, instead seizing the situation as an opportunity to augment their profit despite the reality of what had happened. I can't overstate how many "No's" I received at every step of my interaction with the Service department from both the advisor and manager. Over the phone before I got towed there, I was told I would be price matched, only to later be informed that I was "told incorrect." I was told the tires were "not in stock" once Ia arrived; but somehow I was immediately offered more expensive replacements. When I asked if there was any room to work on the price--especially given that two of my tires had blown out and towing elsewhere was impractical--the answer was another firm "No." My last hope was that if the local dealership failed me, corporate would step in with fairness and accountability. That faith, unfortunately, was misplaced and misjudged. If anything, it is fortunate that all of this is documented. Because if my hunch is correct if the first two tires blew out at only 7,000 miles, the remaining two will not be far behind. And when that happens, Mazda's negligence and the dealership's greed will be undeniable and subject to accountability. My first attempt at resolving this issue was on July 8th, and since then I have endured endless calls and attempts to get someone within Mazda to recognize the broken system that defines their treatment of customers. It is unlike anything I've ever witnessed. Thankfully, this is a lease vehicle. I will never return to Puente Hills Mazda for service again. And while this is only the second Mazda I have leased--first a CX-9 in 2013, and now a CX-90 in 2024--it will most certainly be my last. On the corporate side, the experience has been just as disheartening. Nearly 80 calls in 60 days have led me nowhere. Every interaction begins with verification of my details, followed by being placed on hold, only to be told, "They're working on it." No meaningful progress, no callbacks, and no accountability. A few weeks ago, Aisha placed me on an 18-minute hold, briefly clicked back onto the line, and then disconnected the call. Marquita followed soon after, refusing to connect me to a supervisor, and predictably disconnected as well despite my explicit request not to. These are not isolated incidents but symptoms of a broken system where front-line agents lack the tools or authority to provide even basic updates. To be fair, there have been bright spots. Agents like Courtney and Jose took the time to listen, demonstrate empathy, and provide accurate information, even if their hands were tied by a system designed to stall. But two individuals cannot make up for an operation so dysfunctional that it leaves customers feeling stranded and ignored. I have even attached my mobile provider's call records to show the sheer volume of attempts made--dozens of hours of wasted time that have only deepened my frustration. What began as a serious safety issue has devolved into a matter of basic accountability and decency in seeing a case through to resolution. Mazda's customer experience operation, coupled with Puente Hills' predatory approach to service, reveals a systemic incompetence and disregard for customer safety. There is no path for true escalation, no accountability, and no closure. If Mazda's leadership does not step in to overhaul this broken process, I fear many other customers will be subjected to the same cycle of neglect and blame-shifting.

PHM makes deals to keep you as a customer happy and returning. I am one of those customers that keeps coming back. I wanted to upgrade to a new CX-70 and I went in with the expectation that we would not be able to make a deal. They went out of their way to make it happen. I got to say thank you to Steven for crunching the numbers, to Sean for the willingness to find the right fit, to Ernesto in finance, and most of all to Alvin Pizano for his great deal of patience, knowledge of the brand and for going the extra mile for everything to fall into place. I love my new CX-70! It has the perfect color combination and all the amenities I like. Check out PHM and definitely ask for Alvin, he is professional, respectful and knows what he is selling. Thank you All!

Andy (Andres) Velgara and Yoan Velasquez were excellent salesmen who made my first-time car purchase very easy. Andy is honest, straightforward, and professional. He made negotiating and buying a car a downright pleasant experience. The price was beyond fair and he did not try to sell me any extraneous products. Yoan was knowledgeable about the vehicle and explained many features that I did not know about after doing my own research on the car. Yoan also made trading in my previous vehicle a breeze and offered a very fair price for it. Overall, buying a car at Puente Hills Mazda from these two men was a great experience. I will recommend them and Puente Hills to my friends.

I had a great experience at puente hills Mazda we went straight to busines I had already been to a few dealers that were just trying to screw me with some vehicles ridiculous prices but without knowing I've left the best for last because Ben and Daniel brono took good care of me and gave me a great deal on a used vehicle just in one hour I was able close the deal 😃

The Sales Manager contacted me promptly and provided a competitive price and answered my questions. Good interaction.

The people at this dealership are nothing short of the most unprofessional and incompetent people I have ever had the misfortune of dealing with. First of all, they tried tacking on a $5000 dealership fee when I bought my car from them (Luckily I had an offer from another Mazda dealership that did not upcharge me and told them I'd walk if they didn't take it off) Moreover, the sales person I had the misfortune of interacting with had the nerve to call me on a weekend during a holiday asking me to leave a five-star review, yet when I tried calling him back for a question a week later he didn't have the decency to pick up and said to just text him. Secondly, I had a check engine light come on, so I took time off of work and set up an appointment at the dealership to resolve the issue. When I brought my car there, the service advisor literally just spent 30 seconds looking at my car and told me I had no issues and sent me home. Turns out he was either lazy or didn't know what he was doing, because my car started experiencing issues shortly thereafter and I had to make time to bring my car in again. I talked to a manager who apologized and said they'd provide me with a courtesy car, only they never followed through with that either. Lastly, I sent an email to the dealership asking about how check ups were since I wasn't charged for my first two and I wasn't sure how long that perk lasted. Not surprisingly, I never received a response after. I ended up calling and asking about it directly. The person told me only my first two checkups were free and gave me a quote (it was north of $100), but as soon as I said I'd look elsewhere, he immediately hung up before I even had a chance to finish my sentence. I have not had a single positive interaction with anybody at this dealership as the staff is hardly friendly, professional or competent and usually none of the above. Dealerships are already stressful enough to deal with as is, and the staff at Mazda are a prime example of you should avoid them altogether if you can. I strongly recommend everyone to take their business elsewhere.

John Almiron, was an awesome sales person. He had a great personality and was very knowledgeable. He did not pressure, I recommend you go to him. Stephanie, from Finance Dept was very friendly and went over our options. We felt so special. the moment we arrived. We were greeted with huge smiles!! from personnel. General Manager, made sure we were treated with respect and made sure we leave pleased and happy! Inside the Mazda dealer is beautiful, modern and clean. I totally recommend you go there for your next Mazda vehicle. Thank you for making this experience memorable!!!

This the best dealer of 7 that we visit . We highly recommend this dealer Mazda of Puente hill great place to buy your car Steven Sandoval . Great person and very professional . Edwin . Rene John . The whole team are professional and up front . I got my 2023 Miata at this place for an excellent price . Great place they in the city of industry

Christina, Monique, John and Dave could not have been more pleasant and helpful. Matched my high Carmax bid on my trade and gave me a far price on my CX 50. I highly recommend you give them a chance.

I went to this dealership to have my oil change and tires rotated. Once arrived, I was greeted right away by Art Soto. Not only he was helpful, he was extremely knowledgable in his field. You can tell he has fun in his role as a Service Advisor and enjoys what he does. I had non service related questions and he was able to provide me the guidance I needed to move forward. If you need a go-to guy at this dealership, Art Soto is your guy. Art, if you are reading this. Thanks for being so kind to me.