Russ Darrow Mazda of Madison Service Center

Service is uneven with my older Mazda3. It’s great sometimes — solid recommendations and quick responsive service on routine maintenance — and other times not so much. I’d asked them repeatedly at service appointments about a loud intermittent oscillating rattle coming from under the front end of the car. The first time they said no problem was visible. The second time, they recommended almost $2k in repairs that seemed excessive — a laundry list of minor issues none of which seemed unusual for an older vehicle or directly related. The third time, they tried to convince me it was the heater blower motor, $350. Quibble: the noise only occurred when in motion, and persisted if the blower was…

I'd gone to Mazda for 2 or 3 oil changes over the years for my CX-5 and everything was satisfactory until recently. Last month I scheduled an oil change + full inspection because I was concerned about my brakes. They returned the inspection sheet and marked my brakes as full green (along with everything else). About a week later I heard grinding from the brakes and was having trouble stopping on the interstate so I took it back in to Mazda. They charged me over $600 for a front brake pad replacement and did not refund me for an inadequate inspection the prior week. I would have gone to a cheaper mechanic if I had more time if they'd caught it the first time, but the car was at a po…

Did not appreciate paying $100.00 for an unneeded diagnostic. Knew a door handle was bad and needs replacement. Was told it needed replacing and charged me. I was also charged $40 for shop supply recovery whatever that is. Actual service performed was satisfactory. But still not happy with what I felt was an unnecessary charge.

I had an easy buying experience and found my new car with the help of Randall Mohammed. I'm very happy with my new CX-50 and would definitely come back to Mazda for my next car in the future. There's no pressure and no forcing decisions. It's a very exciting time and nothing at Russ Darrow Mazda gets in the way of that excitement, it adds to it.

I was able to get an appointment the same day I called. Andy , the customer service agent greeted me with a smile and got me into the cue. The waiting area was comfortable and refreshments were offered. A video was provided to review the techs findings. Andy reviewed future service goals as well . Felt confident when I left.