Jim Hooker at Whitten Brothers Mazda kindly and efficiently shepherded us through the process of getting the exact car we wanted. I asked a lot of questions and he promptly answered each one, whether in person, on the phone, or via email, with calmness and patience. He is a true professional who adds a welcomed personal touch. The dealership also made sure my choice of a used car felt like getting a brand new one. My car is beautiful and drives so smoothly - I definitely recommend the dealership. read more

Whitten Mazda has been "my" dealership for years. I purchased my new CX-5 on Monday; Jeremy and Alex made the experience very easy and comfortable and Matthew made the contract procedure a breeze. I left the dealership with my new vehicle knowing I made the right decision to continue trusting Whitten Brothers Mazda. Emma W. read more

My 2018 Mazda6 Turbo had a coolant leak from a cracked cylinder head. Vehicle was out of standard warranty but there was an extended warranty that covered this issue. Whitten ordered all the replacement parts and installed them quickly. Mazda covered 100% of the cost of repair. As with all of my previous service experiences with Whitten, there were no surprises or unnecessary work. read more

Their customer service in the service department seems antiquated. AI seems to be changing the way business in the future will be done, AI could replace advisors; receiving real time service advice. Personable experiences with technology, with no human interaction. This would be frustrating. The service department relies heavily on texting customers, but response times are slow. Right now, human hands handle technology with texting, but it seems less efficient. The AI trend seems to be the future. Look out customer service. I'm not happy at all with AI. read more

After disappointing visit to another Mazda dealership, I went to Whitten Brothers Mazda. Sales person Mr.Michael Smith was very sincere, honest, knowledgeable, caring and very patient. He offered test drive on different types of cars throughout multiple visits to the dealership, made sure all aspect of details i look for in my new car are met, such as color, design, budget and features. I have never had a car experience that made me feel so satisfied ever before. Mr.Michael Smith and Whitten Brothers Mazda delivered definite 5 star experience for me. I purchased CX-5 and loving it! read more

Sales Manager padded the bill, 2023 Mazda CX-9 with low miles needed 2 tires where they passed the inspection by 1/32 at best in the best part of tires and would not replace them to make the sale. read more

My experience with Whitten Brothers was phenomenal and I appreciate all the team members I worked with to get my car serviced and the free evaluation they gave me to know what my car is worth! read more

I had a fantastic experience with the Whitten Brothers Mazda service department today. Jason helped me order the right front license plate mount, and got it installed quick and easy! read more

I had a terrific experience at the Whitten Mazda service dept. Keith, Tracey, Ash and Adam were all kind, considerate, and made me feel that my business is appreciated. My repair was done earlier than I expected, and it was completed carefully and completely. Adam is a top notch master tech who I would have work on my vehicle any time. Communication was A+ at all times. I appreciate the provided Lyft ride to get me to the dealership to pick up my Mazda 6 when the repair was complete. I purchased my 6 at a nearby dealership, and while the purchase experience was fine, I would never use that dealership for service due to that dealership's service dept. reputation. Whitten has my business at all times, including the purchase of my next Mazda. read more

My wife and I purchased a new Mazda cx9 yesterday from this dealership. It was the easiest car buying experience we have ever had. Our salesperson Bill Edwards was so helpful. The finance manager Micheal Schatzberg worked very hard getting the payment to what we wanted to make. Bill and Micheal treated us like family and I can't praise them enough. We are very pleased with our new ride and recommend them highly. Thank you so much for all you did for us. read more

I recently had a light come on in my truck in Bristol, TN. When I got to Richmond I dropped the truck off at your service department. After two days they diagnosed the problem, the Pressure Fuel Valve had to be replaced. The Mopar part was $800, reluctantly I agreed and the part was ordered. It took five days to arrive. I picked my Truck up and picked up dinner and the part failed five miles from your dealership. I brought it in the next the day and re-diagnosed the truck and Kieth informed that the part was faulty and they would have to order another valve. Three or four days later I picked up my truck and and hooked to my trailer. (I'm currently on the road full time.) The next morning I started the truck and let it warm up for five minutes. To my frustration, when I went to leave the engine light was on again. So back to the shop. They replaced it with a third valve. They then took it on a 106 mile test drive just to be sure. The next day I left bound for Austin. The day after I arrived the engine light came on again. My friend scanned it an it was indeed another Pressure Valve code. It's been at the Covert dealer in Austin now for about a week and they informed me that they want to do a Injector Pressure test, $600 bucks. And Sam said it would they recommend replacing all injectors for $6,000 dollars if one is bad. (Injectors have a life span between 50-100 thousand miles according to MOPAR.) The truck was owned by an ex Air Force Commander and he took impeccable care of the truck. When I bought it had 36 thousand miles on it. Go look at it. At both dealerships I had to check on the progress of my truck. Not my job. What is the key to Customer Service? Managing expectations, is the answer. Expectations were not met. Let's talk parts. The MOPAR part cost $800. Cummins, who makes the engine, sells it for $200. https://www.ebay.com/itm/372669590461?mkevt=1&mkcid=28&chn=ps How can you justify that mark up? I'm really thinking about getting a lawyer involved. I was expecting expertise in a dealership. read more

Bait and switch prices and advertisement. I was baited by the eprice and the deal was not what they gave me. I was told they had to make their $500 dollars on it but basically they offered me one price over the internet and then told me I had to come in to just get screwed. read more

Worst experience ever. If you are female, do NOT even think about contacting this dealership. Made an appointment, arrived 5 minutes EARLY to find that one of the two reps I had to speak with had gone to the drug store. Had a specific vehicle that I was prepared to purchase on the spot with cash and a trade in. After waiting over an hour for the manager to return, I was quoted an insulting trade in value which was $3000 less than I had been quoted at Nissan and another Mazda dealership. Additionally, they didn't even have the vehicle that I came in to purchase. The final blow was quoting sticker less $1000 (again a total of $5000 more than other dealerships.) Would NEVER purchase from these people. Wasted two hours of my day. read more

I took my car in for a check engine light. The service rep told me my gas cap wasn't on tight enough it was a quarter turn off. Funny I don't have problems with my gas cap on my other car oh well. The check engine light came on a second time hum don't think it's the gas cap now. After waiting a week and a half for an appointment I took the car back in. They were unable to find the problem even though the computer code comes up large emission leak. Now I am to wait until the light comes on again and bring it in and don't try to tighten the gas cap or anything. Wow really how many times do I need to bring the car into the dealer for the same problem. read more

Whitten Advantage is garbage -- Lifetime warranty on engine... not so much -- timing chain went bad on 2009 CX-7. They will not repair it because I don't have the receipts from where I changed my oil from the time they stopped doing it free (36k miles) to now (73k miles). I change my own oil! Who keeps receipts of cases of oil? They will find any way to get out of repairing something. There's always a loophole. I also had an extended warranty through easycare which covers up to 75k miles -- they denied the claim first. The service manager took pictures and sent to them to prove that maintenance was not the issue. Now I find out that the "Whitten Advantage" should cover it. So the people who were defending me and taking pics to prove I was in the right are now backtracking when they have to cover it under their "warranty" saying the same thing. That I didn't have the proper documentation of oil changes. What a bunch of crap. I will never buy from them again. UPDATE: Found out Whitten Brothers extended the engine for life after Mazda's warranty ended... propblem is that you have to have ALL of the service done there. So I'm penalized once again for changing my own oil. Even if I had receipts where I bought the oil, they would not cover it because I would have to have had the oil changed there... Steer clear of these crooks. read more

I took our 2016 Mazda 3 into Whitten for an oil change and tire rotation due to Pearson not being able to perform the service for 2 weeks and I drive an awful lot. First the good, Nick was very courteous and the service was fast (about 40 min start to finish). Now to the bad, Nick brought me the air filter and cabin air filter showing me they both were dirty and needed to be replaced. The cost of replacing them was in the neighborhood of $90. I agreed they needed to be replaced but told Nick I would replace them myself. I bought both filters for under $45 tax and all and spent roughly 5 minutes replacing them. Nick also stated that my rear brakes were just beginning to be in the "yellow". I questioned him as to why my rear brakes would be worn more than my front brakes and like a good service adviser that does not know the answer he said let me ask the tech. Nick returns and tells me the tech states that the rears typically wear faster then the fronts. I have been in the auto repair business for over 35 years and I know for a fact that rear brakes do 30% of the stopping and front brakes do 70% of the stopping. I also know that typically you do 2 front brake jobs for every 1 rear brake job. My front brakes have never been replaced and according to the tech they are fine (8/32"). So I go to pay and my bill for a 4.8 quart synthetic oil change with oil filter and tire rotation is $96.75. I am blown away as when I have Pearson perform the same service it is about $65.00. I pay my bill and head to my car. The car had not been cleaned at all or vacuumed both of which Pearson do. The cleaning I can excuse since I did have a "quick lane" service but taking a minute or two to vacuum at least the front floorboards would have been nice seeing as I spent just shy of $100.00 for an oil change and tire rotation. I look at my invoice and see the oil is priced fairly at $6.00 per quart (naturally they charged me for 5 quarts not the 4.8 that they actually used). The labor was again reasonable, $17.00 for the oil change and $22.95 for the tire rotation. Then I look at the oil filter, $17.95, WOW. On my way home I called the Whitten parts department and was quoted $8.25 for the exact same filter. The last time I changed my oil I was working at an independent shop and bought the oil filter from Whitten through my shop and paid just under $5.00 for it. This tells me that Whitten's actual cost for this oil filter is $2.50 or less. Now I know that it costs a lot to cover the overhead of a repair facility but why is the exact same filter $9.80 more through the service department than through the same facility's parts department? Then I see shop supplies...$5.99 I was charged for shop supplies. Now please do not get me wrong shop supplies is a legitimate expense but for an oil change and tire rotation it is a very minimal expense. Looking at the vehicle check up list (free courtesy inspection) which by law they have to get your approval to perform and they did not ask but I would have agreed anyway I see that the tech noted the air and cabin air filter which was shown to me and did need replacing. The tech noted the rear brakes as "yellow" but then noted they were at 5/32 of an inch (anything over 2/32 passes state inspection). The tech noted NA (not applicable) for the transmission fluid (which has no dipstick) and for the power steering (which is electric). He noted that he "did not check" the brake fluid. Why would he not check the brake fluid when he was noting a brake issue and was within a foot of the master cylinder? Then I look at his tire tread depth measurements and he shows all 4 tires at 6/32". Two oil changes ago when Pearson performed my oil change they had noted the tires at 5/32" and 4/32" and this was 10,000 miles ago. I questioned the measurement at that time and found they were fairly accurate with the fronts being slightly above 5/32" and the rears being slightly below 5/32". When I measured them today after this service they are all almost at 3/32, I NEED TIRES and was told they have more than 50% tread remaining! I checked my tire pressures when I got home and found all 4 were low on air. The wiper blades were marked as good yet they streak bad enough to fail a state inspection, I had simply forgotten this but did buy new ones when I bought the filters. Back to the shop supplies, on an oil change and tire rotation about the only shop supplies that could be considered is windshield washer fluid (the tech did not add any at the time of service), other fluids that were topped off (no power steering fluid, no dipstick for the transmission, and did not check the brake fluid), silicone to treat the rubber moldings (which was not done), and lubricant for the door hinges and latches (which were not treated). Whitten made an additional $5.99 for doing NOTHING! Bottom line is if you are going to charge a premium price for your service YOU MUST PROVIDE PREMIUM SERVICE which Whitten DID NOT DO! read more