John Andrew Ford & Mazda Penrose Service Centre

Fantastic service !Booked car service online had a response following morning 7.30am to confirm details of vehicle. Appt confirmed for next day, dropped car off 9am as no rush to pick up. Had call late afternoon to pick up. Wish I had picked up closer to 5pm as my car was only partly valet..which was a.bummer.The ladies at reception were so friendly and helpful., coffee , mags and telly to keep u occupied while waiting. 8 minute wait was how long I waited...just a breeze.Im a big time review follower so was pretty curious on how my first visit here would pan out as reviews here weren't too flash. Im all about customer service .....(20 yrs retail ) so was totally impressed with Ford Mazda Penrose. Well done team !

This was a disappointing experience overall.I have used Mazda in Rotorua for previous and minor issues and have always highly recommended Mazda because of how incredible the service is there. I completed an online request for the premium + fixed pricing services and had a generic confirmation notice from the website to say someone would be back in touch within 24 hours (give or take). No one contacted me back following my submission, I waited a week or 2 and still nothing. From all the information on the website I had an expectation of a price range. Not exact, but an idea at least.I pick up my car and was told the service was practically $520 (a few cents short of), I would understand if I had a bigger car, even an SUV but I have a hatch. I have never paid that much for a service on my current or any of my previous vehicles. This isn’t even a figure you would expect to pay for a “prestige car” on the premium + servicing which is online. Then when I mentioned the pricing was a lot more expensive than the website I was told I had to complete a submission. I advised the guy I did and no one contacted me back and radio silence. I even checked with everyone in my household on their pricing for servicing and they were shocked.Had I known of the actual price then I would’ve taken my car literally anywhere else.One could argue don’t come around if I don’t like the pricing however this was far from the information that was available online and to be honest I would rather drive all the way to Rotorua for the Mazda there than bring my car back here.

Hi, we have issue with service of our car ford everest. We bought it last year from this dealership, we had few free services. I am immensly disappointed from team behaviour and their work. This is 3rd time that i have to bring my vehicle in there because they are not resolving the problem with car instead leaving stuff as it is. Moreover, when i ask their staff especially receptionist about the problem, she gave me rude treatment.I have many things to do in a day instead bringing my car everyday to your dealership and being treated like stupid. I do not know where i need to vent out because i am so done with the service.

They did not call me back regarding my car repair. Car will now not pass a wof due to a problem they created fixing something else.

Absolutely Shocking Service!! Attempted to call them 23 times and left 5 messages to get information and updates on my van. When I would finally get through to them they were rude and unhelpful with poor English. It took 2 weeks to diagnose and replace a brake switch. They failed to complete the scheduled service as instructed. I will not and will never use or recommend others to use these muppets. I have no confidence in the quality and workmanship of the work carried out.

If I could leave zero stars I would. I would not drop a bicycle to get fixed here.

disgraceful don't usethey mess you roundpoor communication then overcharge what was agreed upon

Review for the Parts Department of John Andrew Ford and Mazda Penrose. Terrible customer service today.Went in to get my key fob batteries for my Mazda 3 replaced. Didn’t start well with the customer service representative asking me what battery it takes. Then as I am paying for the two batteries I ask him ‘will you be changing the batteries for me today?’. His answer ‘No you have to go over to the services department to have that done’. When have you implemented this policy? This is not the experience I have had at least two times in the past. I want to acknowledge Keith from the Services Department who did in fact change my two batteries for me, Keith 5 stars. Parts department 1 star. Apparently unable to take 5 mins to help out a customer.

I had the worst experience with Penrose dealership. poor communication, I dropped my work van early in the morning for checking the battery and get fix it if needed .. they come back to me just half an hour before they close saying we need to leave the van over night and they didn't do anything to it, and why I ask them why nothing been done to it they say because we need to get approval from custom fleet ( what a ridiculous exercises). Easy if you want to get the approval call them early not @5pm

I would not recommend going here. First thing almost impossible to talk to anyone on the phone. Then super expensive for the repairs quoted $3k but found help elsewhere for half that price. Then a mission to get the WOF rechecked.