John Andrew Ford & Mazda Penrose

I’ve been going here for 5 years.

I won’t anymore.

Dropped the Mazda in for service WOF and brakes (as noted from last service)

3 hours later I’m told to pick up and pay.

Get home and find out service not done!

After complaints and photo proof they arrange a worker to collect my car and complete service. He drops a loan car that is a full of rubbish and stinks.

When he drops my car off he leaves without talking to me.

Then we notice the damage to the brand new tyre.

We have been in respected email contact with them and had no acceptance of the damage. Just denial and accusations that we did it.

All it needs it a tyre fix or replacement and balance and alignment.
We don’t ever care that they damaged the mag.

Prior to the new service company taking over they were a great place. Now I wouldn’t take any vehicle there.

Still waiting for a response.

Droppe a ute off at 8am for a full service and replace brakes.received text message at 1pm for approval for new front disc's and pads at close too $1200 and reluctantly accepted as im busy.then they texted back saying didn't have parts and either leave over night or pick up and drop off again tomorrow so decided to order my own parts else where instead for a total of $450 for everything.so picked up the ute and all they did on the service was oil and filter for $320 and no air or fuel filters which needed replacing also. So it was the first and last time they will ever receive any of my vehicles from the fleet.

On the 17 Aug 2023 I had collected a cylinder head gasket. So the gasket is good but is have no instruction and torque settings in order. So I requested for instruction guidline I pass on my email so they can send it while making payment. Been waiting for a day then the next day i call up parts department they can't do anything about it so they transfer me to service department from that the rule as and unprofessional staff don't want to give me the torque setting for my head gasket fresh bought since yesterday so I ask him to transfer me back to part department for more information and he said he can't transfer it and hand up. At that time my blood is boiling already I still want to gave them a second chance I ring up part department again and explain and they said they Traffer me to (Ethan or Nathan I forgot the name) so I been waiting and waiting waiting still no answer. Until now I still didn't have any torque settings and introduction send to me email.

If you guy can't give the instruction manual or torque setting stuff like that please don't sell parts waste other people time we are workshop got business to run we paid for it we don't need begged for it right

Came here for a routine service on my Ford Ranger, whilst the service went pretty smoothly. I requested a replacement fascia for my stereo and a simple plastic part was quoted for over $1000.

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.

Disgraceful don't use
they mess you round
poor communication then overcharge what was agreed upon

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.

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.

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.

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

Really good staff, helpful and informative. Exactly what I'd expect from a dealership.

The lady at the front desk was lovely and was attentive. The service was super quick and great price with their fixed price deal. Muffins were a bonus.

My Mazda 2 was recalled to have the low pressure pump replaced.the service dept said it would take 3 hours. I drove my car from St Heliers to Penrose and arrived at the time booked 10am and most satisfactorily was delivered home by Uber (and extremely nice driver). By 3.30pm I had not heard a work re progress so phoned and was told it would be another 30minutes or more. On MY suggestion I asked the receptionist if the Uber could be ordered straight away and then possibly I would arrive by the time my car was ready. 'Oh yes she said, that would be a good idea'! At this stage I was getting concerned about peak hour traffic. Uber arrived in about 4 mins, again a very nice driver and a clean car. On arriving at the service centre in Penrose and waiting while they checked, I was told I would have another 5 min wait.that was fine. My car was brought up and I drove away. This am I went to get into my car and realized what had been a very clean car when taken to Penrose Service Centre (as I had cleaned it in the w/end) was NOW REALLY QUITE DUSTY.particularly on the roof, bonnet, boot, well everywhere really. I was extremely disappointed and spent this afternoon cleaning it AGAIN.
Sincerely Sandra Bezar

Really appreciated the support of Jason and the team when the Dealership was heavily impacted by Technician absences through Covid. Kept informed all the way and the vehicle came back washed and vacuumed. Thank you.

Always have amazing service here but Friday was exceptional. Called in with a water in the footwell issue they took it out the back and fixed it in 20min! And didn't charge me for it. Would highly recommend this team.

I do not normally do reviews, but I have owned many new cars from different brands and never got service like this. The Ford process from Penrose and team of 100% on point.

Tricky investigation for ford on an issue but excellent service and a great result! Thanks very much

Awesome service by an amazing team! Communicative, set expectations clearly and just a pleasure to deal with. Thanks team Penrose!

My third service on my BT50 by Jason and the service team at John Andrew Penrose. Every time they are ready and waiting when I arrive and the service is done in the 2hrs they estimated. Vehicle
is washed after the service presented nicely. Full records of the service documented and filled in. From front counter staff to the service personal, everyone is very helpful. AA+ rating.

We have had a our BT50 in for a warranty issue since the 1/2/22. We have had to follow up constantly over the last 11 days for an update. We have been told today that they have had to test drive it this morning to find the fault.the vehicle has a GPS and hasn't moved in 11 days. Appalling service, will never buy another Mazda.