I bought a new CX 50 from Bob Johnson Mazda. A critical break malfunction message came 2 weeks ago. I reached out to the service dept and they said not to drive until they inspect the vehicle. They said the 1st available appointment was 6 weeks out. I asked for a loaner and they had none to offer. I reached out to the owner, Ian Love 2 times over the past 2 weeks with no response. Very disappointing that the owner does not return messages. read more

I usually have a positive experience when I get my car serviced, but I was disappointed by their lack of masks during my last visit. I was the only one wearing a mask - salespeople, service guys, and cashiers didn't bother to wear one. They did have plastic guards at the desks, but overall, I found their safety precautions lacking. In contrast, I was in Van Bortel Subaru not long ago, and everyone was wearing masks and obviously following safety protocols. read more

This dealership seems to take a more traditional approach to car selling. Sales are commission based, so can be very aggressive, definitely follow the "whatever it takes" slogan from their commercials. Claim that they need to meet a quota every week. Communication seems to be an issue after agreeing to buy the car (but not when shopping around). They didn't have the correct model in stock and needed to get from another dealer. Did not get notification that the car needed to be driven 300 miles from the other dealer. Also no communication about confirming service appointment and reserving loaner car. Avoid this dealer unless you don't mind being pushed around. More worth making the drive to another dealership in the area where you're treated like a true customer rather than a statistic in their "quota". read more

I got a recall notice on my car, and the dealership I got my car at has closed, so I called here to see if they had the parts. They said they had them, it would only take 15 minutes, and they weren't taking appointments. I said I planned to come on Friday, but they still wouldn't let me make an appointment, so I just showed up and hoped for the best. Can you guess what happened when I got there?? They asked why I didn't make an appointment!!! They did say they could get me in though, which was nice. They said 45 minutes, which was ok. I was not banking on 15 minutes, but the guy I spoke to on the phone clearly had no idea what he was talking about. The guy that helped me that day was very nice though. I sat in the waiting area, and they have a tv with your name on it showing the status of your car. I'm not sure how helpful it actually is because they came to get me before the screen indicated that my car was ready, but I did think it was cool. They also had comfortable chairs and a tv and free wifi. I played on my phone the whole time, so the free wifi was nice. I was thirsty, but I could only find coffee, which I don't drink. Some water would have been nice, but no big deal. My car was actually ready in an hour. It's wasn't a huge deal, and I never really expected it in 15 minutes, but it went from 15 minutes to 45 to an hour. Don't ever be in a hurry if you take your car to a dealership. Whatever you take it in for seems to always take at least an hour. They also washed my car which was a nice touch. The dealership that I get free oil changes at doesn't do that. So all in all it was an ok experience. That's about the best you can do at car places, right? :/ read more

I Was in the market for a new Crossover and we had already decided that were going to purchase a Mazda CX-5 - Arrived one evening on Saturday and wasn't sure what time they closed. Bill met us out in the parking lot as they were closing and took the time to give us his card, answer some questions and set up an appointment for us to come in and discuss pricing. Came in for appointment and discussed options, pricing and then I went and shopped for some other deals in the community and they were able to beat several. The color/trim that I wanted they didnt have available, but were able to obtain within a few days. Pick-up, payment was simple. The usual trying to sell warrenties, services wasnt too pushy. What I did find really annoying was that they demanded you schedule your first oil change when your pick up the car (no charge for first oil change). You can cancel the appointment later obviously but I found this really unnecessary. They also participate in the Costco auto discount program. Go to Costco website and search auto and you will get an email with authorization code. In about a week you will be contacted by the dealer. Make sure you mention this deal to your salesman - they may not all know about it (or choose not to mention it). I was told that the deal at Mazda currently on my vehicle was $50 under invoice on IN STOCK vehicles. Make sure you get the actual invoice amount from Edmunds.com as it is different from MRSP. After purchasing for Costco Executive members when you fill out a survery (no matter what you rate them) you will get 50% off up to $200 for service, parts and accessories. I plan on using this if it is as good as it sounds - I havent looked into it too close yet. The location is on smaller side, not fancy but they do have a small customer lounge. No freebies other than first oil change with purchase. The staff on 2 occasions when I was there were smoking right outside entrance - which isn't great professionalism. They bribe a $10 gas card for "perfect" reviews (as I was told) on Cars.com site after purchase - so keep them in mind when you read some of those reviews as they are biased. I did have an overall pleasant car purchasing experience and would recommend location to those purchasing (I dealt with Bill) - Make sure you shop around though and present other lower offers in area to them as they will not present the lowest possible offers first or the best trade in price for your car - took some time. read more

Brought my car in for an oil change and they didn't even wash my car. I was appalled they returned my car dirty. I wasn't impressed because my first experience should be awesome not like dayum. read more

I really enjoy my vehicle, and my salesperson was very personable and understood what I was looking for and didn't try to pressure me on an upsell. Their service dept is really nice to talk to *but* that's when you can get them on the phone. The one complaint: I have spent too much time on hold for their service department. Maybe Bob Johnson will fix that. read more

Having purchased a used car less than 10 months ago, I recently found out it will not pass its next inspection after a routine oil change. The main frame is so horribly rusted out, that basically, we are waiting for it to split in half any day now. It strikes me as negligent that MMS was not able to decipher this at the time of purchase and take it off of inventory. Instead, they sold it to me...actually, to my 17 year old daughter. I gave them a chance to make good in some way, which they chose to ignore. This place will do anything for a sale, and lack the integrity it takes to be trusted in the vast market of car dealerships. read more

Most people don't enjoy buying a new car because of the hassle that comes from dealing with the salespeople. After spending about an hour and a half at Marketplace Mazda, it's clear that this is the kind of place that adds to that feeling. I was walking on the lot and, as usual, someone comes walking up to me asking what I'm interested in. From the get-go, the salesperson was a bit on the pushy side, trying to get me to answer all his questions about what I wanted when I told him multiple times I was just looking at the options. When I noticed they had a model of the vehicle I was interested in, he asked if I wanted to take it for a test drive so I took him up on the offer. While driving around, I recognized something right away: I knew more about the vehicle we were in than he did. Engine, add-ons, available transmissions... I was asking questions and I was getting responses like "uhhhh...", "ummmmm...", and "I think...., but we can check on that when we get back." It wasn't a drive that inspired much confidence. When we were back at the dealership, he kept trying to get me to price out my current vehicle for trade-in (I told him multiple times I was not interested in trading it in). This was the typical dealership where the salesman says something and then walks to the dark glass room to confer with the managers. Meanwhile, he left me at a table with a brochure on the vehicle and told me to look at it. I wasn't sold on the car (not that it was a bad vehicle, but it wasn't the vehicle for me), I wasn't sold on the salesman, and the nail in the coffin came when I was sitting at my little table waiting for the salesman to come back and I overheard other salesman talking. One guy told another that he would give him $5.00 to steal a sign from Wendy's. The potential thief was iffy so the instigator said he'll go as high as $7.00. And car salesman wonder why people aren't fond of them. Even after I left the dealership, I was still haunted by them as they sent me text messages, phone calls and emails asking where I was with my decision. I replied to an email thanking them for their time, and if I decided to go with a vehicle from them, I would let them know. Despite that, I still received calls and messages. Obnoxious! Overall, there wasn't much about this place that I can say was positive, I was there to buy a vehicle but there's a people experience as well, and that was totally blown for me. Even if I loved the car, I would have gone elsewhere because I don't want to give them the business. read more

We were in the market to lease a new SUV. I purchased a CX-9 Grand Touring a few years back and like it. The expiring lease is for a top of the line Toyota Highlander. We thought we would look into leasing a CX-9 as we thought it would be less expensive than the similarly equipped Highlander. Current lease is about $400/month. The sales person from Mazda (Tim) sent this e-mail: "2019 Mazda CX-9 Grand Touring. Its only $42,045 at Marketplace Mazda in Rochester, NY. Lease 12,000 miles a year X 3 yrs with $2,999 down on a grand touring. This is based on a front wheel drive. Increase's for trim levels and tax's. Lease price will probably be around $349 a month. Can we setup an appointment for you." When we went there he smugly stated that the lease price would be about $460. I literally laughed at him and asked if he recalled the e-mail he sent. He simply said "My mistake" with a smirk. We got up and left after about 30 seconds. What a complete waste of time and the sales person did not care. I brought this to the attention of the manager and he did not care either. Absolutely unacceptable! I will never utilize this dealership for service or a potential new purchase. Needless to say we renewed with Toyota! read more

Great team to work with. Highly recommend, was able to get some extras through negotiations with George. Purchased a CX-5 good rates on loan and trade in. read more

Bad customer service No one gave us any attention it's like they don't want to sell any cars read more

They told me to make another appointment for a problem with the key less entry. This will be my 3rd appointment for the same problem. Unacceptable service quality. read more

I went here after being quoted a few times at a certain price point, I was given a reasonable offer for my trade in and we agreed on a payment plan that worked, placing a down payment and coming back the next day to pick up the vehicle. Needless to say after 2 hours of issues with specifics that were set in stone the evening before, they decided to play the "oops someone mistyped a number in your previous quote". When I did not agree to pay a larger amount I was offered the choice of a lower priced vehicle with half the options. I left angry with no apologies and just poor excuses of "mistakes are normal" and "well its only X amount more". I decided to go another Mazda dealership in the area to find a larger trade in value offer and lower payments, Not worth the frustration or time. read more

Had a very good experience at Marketplace Mazda when buying a new car. David was easy to work with, not pushy at all, and very upfront when it came time to go through the paperwork. I absolutely love my new Mazda3, and we got a great price during a President's Day sale! The only thing I wish was that we got a lower interest rate, but it still was okay. Thanks, David, for making it such a smooth transaction! read more

I had a very good experience at Marketplace Mazda in Henrietta, NY, purchasing a new vehicle this month. I was kind of hesitant to buck up for a new car, but after doing some research I decided that if I could get a top quality vehicle for a good value it might be worth it. I was able to get the exact vehicle that I wanted, with 0.0% financing and no origination fees. Bryan D. was very easy to work with and very up front about everything, there were no gimmicks or games - the whole process was very simple and easy. Among the local Rochester dealers, Marketplace Mazda had the best deal for the vehicle that I wanted; I was very satisfied with the customer experience. read more

This dealership offers Krown rustproofing for all makes and models. They did an incomplete job on my van not once but 2 times!! I specifically told the service manager to have the spray tech. remove the factory body plugs and spray in there, they did not. They also missed the inside of the front fenders, inside the frame rails, my rear doors. I called them and told them about it they told me to come back in. They double booked my appointment so I had to leave it. This time I removed the factory body plugs myself and made a list of what they missed and gave it to a different service manager. They still missed both rear quarters and did not do my front fenders. This place is horrible. Krown rustproofing is a good product but marketplace Mazda does a half assed job applying it. read more

Unless you are a fairly savvy person relative to automobiles, I would recommend against using their service department. I brought my 2011 CX7 to their service department last week to install a new head lamp bulb and investigate a "scrubbing" noise in the right rear wheel. I only took it to them as changing head lamp bulbs in Mazdas is a royal pain (I've done it before), I was tight on time to investigate the right rear (I'm moving to Florida in a few days) and my tools were already packed for the move. I explained to the service writer up front that I was looking to minimize costs as I'd be getting rid of the car as soon as I got to Florida. I was called by the service writer a short while later to be told my car had the following issues: Cracked serpentine belt Left tie rod loose Left wheel bearing "failing" Right rear brake frozen Emergency brakes "inoperable" Car out of alignment The "tab" for just the bearing, loose tie rod and replacing rear brake pads and rotors would be more than $1000. Unfortunately for the service writer, I have decades of experience working on cars. I related to him that both tie rod ends had been changed in the past two years due to NYS inspections, and that the car had been inspected only a few months ago and no issues were found with the tie rods. He said he was "surprised". I then asked about the "frozen" rear brake. I asked why not just free it up and grease the caliper pins. He said that would make the noise worse. I asked why not do that and replace the pads. He said that wouldn't work because "the rotors were shot". We then discussed if it would be safe for me to drive ~1200 miles with all these "issues". He said it "should be OK". I asked what he would do and he said he wouldn't do the work. I declined the work and the next day took the car to my brother-in-law, who also has decades of automotive experience. He and I went through the list of "issues" and completely debunked each one. I won't detail our findings in all areas, but regarding the initial reason for bringing the car in - the right rear scrubbing noise - we found that the disc water/dust shield was extremely rusty and bent such that the rotor rubbed against it. We fixed that and replaced the pads on both sides, even though they had at least half their thickness left (I had already bought new pads in case). The brake wasn't frozen, the calipers operated freely, the rotors had some rust but are serviceable and the emergency brakes were not "inoperable", but we lubricated the cables on both sides anyway. The car is now "quiet as a mouse". Oh, and the service tech managed to lose the cap on my power steering fluid resevoir. I went back to the service department and they pulled one from a recently traded-in CX7 (I did not register any complaints at the time - I wanted the cap). Caveat Emptor read more

I was in the market for a new Mazda 3iGT and contacted all of the Mazda dealerships in the area. The salesperson at Marketplace Mazda was the only one that told me that it would be extremely difficult for me to get it in the color that I wanted (red) and just tried to talk me into choosing another color that was easier for them. Every other dealership had no problem finding the car for me and gave me more competitive prices as well. Apparently they aren't that interested in working with customers at this dealership and I won't be wasting my time with them in the future. read more

If you want honesty, fairness and quality, I suggest you look elsewhere. These scammers took over $3000 more from me without my knowledge! My first bill came in the mail and there was a $17,000+ loan on a KBB valued $12,000 car!!! At signing, the loan officer was mysteriously absent and the salesman was clueless. I signed papers with the sale price plus taxes, fees... NEVER saw an extra $3,000 tacked on anywhere for quote; extra coverage which this certified car with less than 4000 miles Did not need. It makes me sick every time I'm forced to pay this outrageous price for a car that sat so long the tires have pertinent indentations causing awful noises. PLEASE be smarter than me and do NOT trust these snakes... I'd love to hear what the owner of marketplace mazda has to say to this. Two employees even admitted the deal was sneaky and unethical. read more

Click here for the Full Review... http://sites.google.com/site/marketplacemazda Bottom line ... don't buy from them! read more

Over all the purchase of my new Kizashii was good. Sales person Rob was great. I was very disappointed as i pulled away and noticed the gas tank was only 1/2 full, this is the 1st time I purchased a car and the tank was not full. read more

They outright lied about the earliest I could turn in my lease without penalty. They also lied when I leased the car, saying I would need newer tires on it before the end of the lease and I should have that done. They lied when I dropped off the car saying nothing else had to be done (the car goes through inspection processes). I dealt with two different salesman and a manager at the end and grilled him. I'm a physician, and pretty good at getting information out of people typically, since it is my job. I'm also straightforward and simple to deal with. All I wanted were the correct facts. I was treated like trash by the manager, and told that anything they "suggested" to me was my own personal choice and responsibility. I wouldn't touch this place with a ten foot pole if I were you. The car itself was fine because it was new from Mazda, though it had some kinks at first. If you want a Mazda, don't buy from here. read more

My 81 year old mother went to get her brakes checked for the Suzuki we purchased from this dealer. They said she needed 700.00 worth of brake service. She went to get another estimate and they said her brakes were perfectly fine. How disgusting to take advantage of an elderly fixed-income woman. We won't be giving this dealer any more business. read more

I'm new to Rochester and Suzuki caught up with me on 3 minor recalls. It's 10+ years old and it's time for an upgrade. I gave Marketplace a call and scheduled a service appointment for the recall. I wasn't fully informed as to what the details of the recall were. I arrived to drop off my car and was met with disdain. The service reps were unoccupied and disinterested. I might as well of been a third stepchild. Before the service started I went into the showroom to look at the Mazda 5. There were a total of 3 salesmen on the floor. One was engaged in a conversation. The 2nd was manicuring his nails with his teeth and the 3rd had no interest in a conversation with me as proven by his one word answers to my several inquiries. I did not buy my car here and they no longer sell Suzuki's. I should have driven my Acura. After the service I learned a new pulley tensioner was installed. Thy did not offer to sell me a new (Needed) belt while I was there. I'll have one installed somewhere else. The suspension stability harness was replaced. However the stability dash light no longer lights up. I was told that was an extra hourly charge to trouble shoot that I'll have that fixed somewhere else also. The cashier was beyond polite and engaging. I'd of bought a new Mazda 5 from her. I liked the blue one. read more

Dealership sells cars with safety issues that Service Dept admits to having knowledge of prior to sale. Car has been back for service for the same issue 4 times in 8 months, and is still not resolved. Sales Manager apologized and arranged a meeting to "get me out of the situation," then asked if I had brought cash down for a newer more costly vehicle. Upon realizing that he would not be making more money off the defective vehicle he previously sold me, he asked me to meet him outside while he printed out his inventory. He then went back to his office, and sent out the rookie salesman. My vehicle is currently back at the Service Center with the same safety issue. It's unsafe to drive and will not pass inspection, and dealership has not offered a penny for the repair costs or general inconvenience. read more

Updated due to unacceptable service experience: despite our salesperson advocating for us and helping us out (some of our service bill refunded), our Mazda had severely corroded rear brakes that had to be replaced at only 17000 miles (I am a car guy and can tell you this is beyond absurd). We are currently out of pocket $305 as a result. However a friend with the exact same car and only 2000 miles less had his costs covered. There is a known safety issue with Mazda brake corrosion (see CX5 TSB) and even though it's Mazda who determines who pays and who does not, the dealership could easily make the right call and cover the repairs while also demanding action/compensation from Mazda. Mazdas are great cars, but clearly use suspect parts. But above all, superior customer service means you do whatever is necessary to keep loyal customers happy and referring others to your business, not simply saying "We do what the system tells us to do..." read more

At Marketplace Mazda, I met the rudest, sleaziest salesperson in forty years of car buying. A kid who wouldn't let me test drive a car (which I intended to buy that evening) because I would not give him my email address. This is car buying like I remember it in the seventies. I thought the dealers had evolved to a more pressure free customer friendly sales approach. At least that was my experience at Auction Direct. That was a pleasant car buying experience. Stay away fro Marketplace Mazda. They really are way out of touch with what the modern car buyer is expecting. read more

This dealer pulled a bait and switch on me...gave me a quote and then after I sent them a large sum of money via bank check to hold the car, added fees including an intransit fee of $65.00 which the State of New York only charges $12.50 not disclosed and options that were not in the original quote at 6 P.M. on the day they received the check! I asked for the money back and although they have had the money for almost 2 weeks they claim that a bank check takles 7-10 business dayd to clear. This dealership should be avoided. They are not to be trusted. read more

Overall, it was a positive experience. We were at the dealership 3 times before deciding on Mazda and each time Bill was very helpful and courteous. The entire buying process was smooth and relatively painless, although, we were forced to choose between getting a good price or good (0%) financing, despite the fact that they advertized 0% on the models we bought (2016 CX5). In summary, it was OK (I expected much worse). read more