Sport Mazda Orlando

During a routine service visit, my vehicle’s window tint was damaged. When the car was returned, the damage was not disclosed, and I only noticed it afterward.While the dealership later replaced the tint and offered a $100 credit, this does not address the core issue: the lack of honesty & transparency. If visible damage to something like tint can go unreported, it raises concerns about whether other issues could be overlooked or concealed. The dealership’s communication framed my concerns as if I were only seeking a bigger discount, rather than acknowledging the breach of trust that occurred. There was no clear accountability or explanation of how they will prevent this from happening again. While the immediate problem was “fixed,” my confidence in Sport Mazda’s service practices has been seriously undermined. The owner responded to my review with the following. Pedro, just setting the record straight. We serviced your vehicle, removed an Oil Change Sticker causing a very small abrasion on the Window Tint Strip on the top of your windshield. When notified, we immediately offered to fix the tint strip at no charge and offered you a credit on your next service visit. Stephen even offered to personally take you to work as an extra conveniance. I run multiple dealerships, this is my highest customer rated Service Department based on the situation outlined above, they have gone beyond what most dealership would have done and their high ranking among customers is well founded in my opinion.We certainly appreciate you as a customer but I would also ask that your appreciate the high level of service my team obviously strived for during your last visit. I am not convinced anybody was aware that the window tint strip was even damaged but we have had a discussion with the technician responsible and appreciate your bringing this to our attention.Sincerely,Jay Mealey/Owner / Sport Auto Group" My response. Good afternoon Jay, Thank you for your reply. I want to clarify that my concern has never been about whether the abrasion itself was small or large—it’s about the fact that my vehicle was returned to me with undisclosed damage. As a customer, the expectation is that if something happens during service, I am notified immediately and given transparency, not left to discover it later.Additionally, I want to note that when I arrived at the dealership, I purposely positioned my sun visor up so that the tear in the tint strip would be extra visible. When I received the vehicle back, the visor had been moved down. This clearly indicates that someone had been lifting it up and down and therefore had to have seen the damage. The word “abrasion” usually means a scrape, scratch, or wearing away of a surface (like skin or paint). By you repeatedly calling it an abrasion, you’re trying to soften the language to make it sound minor and less like something your department caused.While I appreciate that the tint is being repaired and that a service credit was offered, those steps only occurred after I raised the issue. That is the part that troubles me most, because if the damage had been something more serious than a tint strip, I would have been driving a potentially unsafe vehicle without even knowing it. I have been a Mazda customer for over 14 years and value the relationship, but I also expect accountability and openness from a service department I trust with my vehicle. I hope moving forward your team takes this as an opportunity to reinforce with staff the importance of disclosing any and all issues to customers immediately, no matter how minor they may appear.Respectfully. I also want to point out that your message comes across as downplaying the issue and deflecting responsibility by emphasizing ratings, convenience offers, and what “most dealerships” would have done. None of that changes the fact that damage occurred and was not disclosed. The focus should not be on comparisons or reputation, but on the principle of honesty and accountability with each individual customer. Blessings