Nelson Mazda Cool Springs

Andy Veraska and Drake Plantz delivered the best automotive sales experience I’ve had. From the first conversation through delivery, they were transparent, patient, and genuinely invested in making sure I ended up in the right vehicle — not just a vehicle. Even without the exact model on site, they made the effort to locate and secure a very limited-availability Mazda 3 Turbo Premium Plus and kept me informed every step of the way. The process never felt transactional — it felt collaborative. Nelson Mazda Cool Springs sets a very high bar for customer experience.

Originally contacted them about a Ford fusion. Was told the next day it had hail damage and was no longer for sale. I'd left a review expressing my dissatisfaction and the general manager, James called about it. I realized at the time I probably overreacted and he assured me they'd find something in my price range and style choice. It pains me to have to re review them again but everything they've tried to sell me on since then has been more expensive, higher mileage or older. It's unfortunate because James does seem genuine and his people are too. But at the end of the day actions matter not words and unfortunately, nothing's been done in the time to get a deal done. Sadly it seems they are another used car lot who will say whatever is needed to put a band aid on an issue but not fix it. I'd be weary of trusting a dealership like that personally.

The dealership knows how to sell you a car. Will help you add up peripherals like floor mats and oil changes added to your car note. Now, both of which are MUCH more affordable locally, or on the internet. The particular selling point for Nelson is the powertrain warranty. This is more or less a scam. If you read reviews on other sites or do some deep diving you will seek that this IS NOT something they follow through with with any fidelity. They will catch you if you don’t carry though with their own shops double cost services, such as oil changes. Now an oil change is the easiest self service job you can do, but if you are not a certified mechanic they won’t honor that you performed services yourself. EVEN if the part that failed (rear differential) has NOTHING to do with the oil change. A differential should not fail with less than 75k miles on it. Now someone will pop on here with a counter argument about the fine print. Go for it. But this is what you won’t have a valid counter for: 1) poor communication. While you were “gathering material” about our issue, you failed to follow up or provide customer service of any kind. You failed to return promised communication, price quotes, anything. Anything unless we reached out first. You left us hanging for three weeks. Much appreciated. 2) Your overly priced services. 90 for an oil change. Get real. Now you might say, well we do a thorough check of your car and whatnot. Well you didn’t notice if that differential was leaking or visually off in any way did you? You’ll send cool videos about my brake pads not having life on them or that my cabin filter is bad. Missed that diff. though. Then blamed me for driving on it bad, but the SECOND it made itself know there was a problem, it was stopped on the side of the road. Now we don’t drive our vehicles much. We bought two from Nelson (now because of customer service, we won’t be buying there again). You can eat off the floor of our vehicle. The car in question here was one service mileage-wise outside the pre-bought package of oil changes. But changes were made. Now, like I said, they can sell you a car, but if that powertrain garbage is the selling point for you, go somewhere else.