Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A week and a half before Christmas I took my car to the service department because the trim had fell off my car which only had29,000 miles on it and was less than a year old. they took my old part and said that they would order new one and call me within a week. I let him know that the next week will be Christmas and he said yeah, that it willprobably be the week after Christmas Since then I never heard anything back from him no response whatsoever so I called again. I spoke with the lady in the parts department, who claimed to have the part for my car that I need to bring it in so then I called back to schedule the appointment And spoke with the original person that Ive been dealing with through this which his name is ****** and was told that no they thought they had the part for my car but that it was ordered for another customer and that they have a recall on these parts because of that they haveVin number to the trim work has to be matched up to that car that it was ordered for (which later did I find out was a lie. ) There is no recall on anything on my car. I have a *** K5 GT Line. My car, then started to make a squeaking noise in the back end so being under full coverage # Warranty I took it in for them to fix that change my oil and rotate my tires. I get told after two days of them having my car that it was a stick wedged way up in my suspension. but they couldnt show me the stick nor do I drive anywhere where a stick couldve been shoved up in my suspension and then when calls to tell me that my car, what was wrong with it and that it was ready and to tell me that I had $100 charge so I assumed that was for changing my oil and rotating my tires and then we discussed it and then later did I find out they didnt change my oil not did they rotate my tires. They charge me $100 for a diagnostic is what he called it not to fix or pull the stick out just for diagnostics which then told me that the original price is 200 2 months past still not repaired

  

  Business Response

  Date: 03/11/2025

  After a review of the complaint I have found that the part was ordered and is in fact in.  ****** has left our store and his customers have been reassigned.  There will be contact in the next 24 hours to set an appointment.  It was not under a recall.   When the customer came in on the noise, we had a master certified technician inspect the vehicle which we charged a reduced diagnostic fee.  We provided the oil change at no cost to the customer.  We strive to provide an exceptional service to all our customers.   

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22981944
  
  I am rejecting this response because: I 

  received a call from the service department asking me how my service was. (Said oil change) so I  commenced to tell her everything that had happened and I got transferred to the service manager, who would not  get on the phone at the time had to review my case and come up with what to say, and then he called me back. Their response is not what I got told when I spoke with the service manager that day, he was a fast talker and had an excuse for everything. One was not told that ****** was gone nor have I been reassigned to anybody. The response said at a reduced price for the diagnostic  the service manager told me that it was a special they were running. The oil change, ****** had told me that he changed the oil himself when I talked to the service manager he said that hes not qualified to do that but he paid for it out of his pocket. Somebody is lieing so no, Im not happy. *** is nothing but a rip off and they did not provide exceptional service. I will never use them again nor would I recommend *** to anyone. Also ****** told me the part was a recall and the service manager tried talking his way out of that one with the exact same part is on another car (dont know which one,)but that car had a recall on the exact same part but he ***** know why *** ***** recall it on my car. Also I was never told of the said diagnostic charge until after they supposedly pulled a stick out of my suspension which my car drives like it doesnt have any suspension at this point. They are just trying to cover their behinds and dont do anything but rip people off. There is no reason I should have these kind of problems with a car that is only a year old . On top of that now the same trim part on the drivers side of my car is now coming off. If you ask me this car is junk and I will be looking into getting rid of it. But first I I tend to speak with a lawyer about this whole situation.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:07/29/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My *** was towed to this dealership on July 5th when I broke down traveling. I called them the next week and they indicated they didnt know what the problem is. They claimed to have opened a technical support case. My return calls were not answered so I called the *** corporate headquarters. They looked and found no cases opened for my car. They also indicated that the dealership service department will not return any of their calls. My car is still there with no answer or solution while I am in another state unable to work or get any response

  

  Business Response

  Date: 08/01/2024

  We show no record of the vehicle ever being delivered to our ****************************** support contacted us and felt the vehicle may have been delivered to *** of *******.  

  Customer Answer

  Date: 08/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just got off the phone with one of the managers over at Dean McCrary Mazda. The man that spoke to me was SO incredibly rude and spoke over me so much that I didn't even have the opportunity to discuss the issue at hand before getting so upset I had to end the conversation! When I purchased my CX-50 last year I went ahead and bought Mazda's prepaid maintenance program with it to. Apparently, even though Dean McCrary Mazda sells their customers the *** package, they WILL NOT honor it! The "man" that I spoke with on the phone (I used quotation marks because I've never known a real man to speak to a woman in such a manner) just kept harping on and on about how it doesn't make good business sense to honor a program where the dealership loses money. Well, what about the money that their customers are losing on buying a worthless *** package?! This practice should be illegal! Just honor the corporate programs!

  

  Business Response

  Date: 04/02/2024

  **************** purchased a vehicle out of state and purchased a maintenance plan from that Dealership.  We will be happy to perform the maintenance on her vehicle, but she will need to contact Mazda for reimbursement or the selling Dealership. 

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21500344
  
  I am rejecting this response because: the response did not address the issue of following through with honoring the *** package that I was told they honored prior* to me purchasing the vehicle and *** package from the other dealership. Where I purchased the vehicle is irrelevant, as your dealership told me that you sold the package and ALSO honored it. I don't want a refund and if I did, I know where to make that request. I want to be able to use the MAZDA product I purchased at **** McCrary like you originally told me I could. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/19/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They allowed my vehicle to be broken into due to their negligence. They waited a day late to inform me. They didnt call the police and report the crime. There was no force entry to my vehicle. I had to call police myself. $1800 worth of damages that they said Im responsible for. They should be responsible cause they left my doors unlocked. I want my vehicle fixed and returned to me. I have been so stressed out cause Im left without a vehicle due to this business.

  

  Business Response

  Date: 12/20/2023

  ******************** vehicle was in our Dealership from 10/16/2023 for repairs.  At some point during the Repairs being started it was entered and the steering column ad ignition was damaged.  This was discovered on 11/16/2023. The keys to the vehicle were locked up in our shop and our policy is to make sure all vehicles are locked at all times.  We have no knowledge how the vehicle was entered and when the vehicle was damaged.  We have advised **************** to contact her insurance company, as they are the primary provider.  We also have let **************** know that this needs to be done before we start the repairs.   

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21028816
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/21/2023

  
  To whom it may concern
  I was trying to write my response to why I wasnt satisfied with the message the dealership left and its not allowing me. An I see where it is saying my case is closed but I my response was not received. The dealership did not lock my doors and I have proof of them saying my car was broken into and they didnt call the police. They are claiming to have locked doors and they never locked my doors which cause my vehicle to be broken into. I need help asap I have a case number against this company as well. They are responsible for fixing my steering wheel because of their negligence of not locking my doors. There was no busted windows or force entry to my vehicle. Which mean the doors was unlocked. I just want to fix my steering wheel so I can pick up my vehicle and take it somewhere else. Because when I took my truck to them it was drivable.
  

  Customer Answer

  Date: 12/21/2023

                 

  The dealership did not lock my doors and I have proof of them saying my car was broken into and they didnt call the police. They are claiming to have locked my doors and they never locked my doors which cause my vehicle to be broken into. They are responsible for fixing my steering wheel because of their negligence of not locking my doors. There was no busted windows or force entry to my vehicle. Which mean the doors was unlocked. My insurance company is not responsible they insurance company is responsible. I left my vehicle and keys in their hands and on their property. They didnt even contact the police to report the break ins on their property. And claims that they cameras didnt catch anything when they have several cameras placed around where my vehicle was located. I trusted this dealership with my vehicle when I left it in they care not knowing that they dont protect your vehicle when in there care. They are responsible for fixing my steering wheel and I want it fixed so I can pick up my vehicle. I took my vehicle to them for motor repairs there was nothing wrong with my steering wheel. I want my steering wheel fixed. Me and my kids Christmas is crushed I have lost income due to not having my vehicle. I cant even get around to Christmas shop for my kids. This is not right they are dead wrong for putting me and my kids in this situation. Its so stressful trying to get this situation handled. I am currently still paying car note on my car and its broke down Im the dealership parking lot because they dont care about there Customers and there property thats left in they care. Just fix my steering so I can pick up my vehicle and take it somewhere else for my motor repairs.

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Very mad I had mazda 2017 with 30k miles got transmission failure went dealer ship said no warranty when I bought it they said 100k miles for warranty how's car like Mazda few miles getting transmission issues.i had been told warranty till 100k

  

  Business Response

  Date: 12/06/2023

  After looking into customers concern, we found that customer came into the dealership on 9/27/2023 for an oil change and tire rotation.   There was no indication of a transmission issue that was identified by the technician.  Nor was there any communication by the customer about a transmission concern.  

• Initial Complaint

  Date:12/13/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************************* had my vehicle for 8 months. They assured me that my vehicle was covered under the recall. For 8 months they told me my vehicle will be **************. Now, 8 months later, they tell me that they finally got to my vehicle and that it is not covered under the warranty. So I have been without my vehicle for 8 months thinking dang good and well that it was being fixed. The service writer and managers lied to me every Friday telling me that it was underway and that it was being fixed as we speak when in truth it was not touched.

  

  Business Response

  Date: 01/17/2023

  ***************** has his 2012 *** ******** towed in with an engine issue.  Due to the volume of service customers, it did take time to get it into the shop.  He was informed upfront that the repair should be covered by *** provided he could present service records of the vehicle.  He said he could.  When we contacted *** to open a claim, we contacted the customer for the service records.  He was unable to produce any and *** denied the claim.  Customer has since towed the vehicle from our facility.  

• Initial Complaint

  Date:08/22/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern my car was towed to the Dean McCrary on July 22, 2022. I was told that it would be ready on Aug. 17, 2022. However, it still was not repaired and I took it back on Aug. 18, 2022. They have REFUSED to give a loaner or rental, and I have explained it has caused an inconvenience! No one has called to give any updates on the status or the time frame!

  

  Business Response

  Date: 09/16/2022

  We provide services on Ms. *******'s KIA that had 194,020 miles on it at the time.  The services preformed was preapproved by the customer,   After customers Grand Daughter showed concern we cut the bill trying to help her.   The issue of no loaner is a policy that we have had to put into place due to the lack of availability of vehicles.  

• Initial Complaint

  Date:06/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/28/22 my Kia Optima broke down. I called Dean Mccrary Kia and was told my vehicle could be diagnosed within two weeks so I chose to have it towed there due to having a “lifetime warranty”. After two weeks it hadn’t been diagnosed. No big deal. It went several weeks without being diagnosed and we never complained. Now here we are 6/27/22. Four months and the car hasn’t been looked at. I finally had enough and called KIA corporate because I thought maybe they could help all while I was also in contact with the dealership. The service manager **** had previously asked me what happened to the vehicle and I told him it lost all power on the interstate, was making all kinds of noises, and Eventually shut off. He says yeah it’s the engine and says he looks me up in the system to see if I’m covered by the lifetime warranty and yes I was….but engines are taking 8 months to come in. A few weeks down the road my wife calls and speaks to **** who says they haven’t checked the vehicle but will be diagnosing it and he will call back next week. He never called. We finally got in touch with him and he said he diagnosed the vehicle and had to send an email to KIA to get a lead time on an engine. “KIA hadn’t emailed him back.” Today KIA corporate calls me and says there is no record of the vehicle being diagnosed. He called and spoke to the dealership again and nobody knows anything about it being diagnosed, and there is no record of an email being sent to KIA. For anyone who reads this do not use this dealership. Go to google and see the reviews and amount of time people have had their vehicles there. Some have been there 6 months to a year and haven’t been diagnosed. I am paying insurance on this car and burning so much money in gas using my truck commuting for work because this was my work car. The dealership won’t give us a loaner and no one has tried to make things right or easier on anybody. I will never buy from them again and do everything in my power to get the word out.

  

  Business Response

  Date: 06/29/2022

  Due to the current demands on our service department, we inform ALL our customers that it will be between 6 - 8 months before we can confidently address and fix the current engine issue.  We understand that frustrations this put on our customers and we work daily to be the projected time frames.  We will continue, as we do every day, look for additional qualified technicians that would eliminate the delays.  In the case of Mr. ***** everything as been submitted to KIA and we are currently waiting for their instructions.   

• Initial Complaint

  Date:06/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Originally went to Kia 3/14/2022 with a issue of me losing oil in my car. I informed them that i was having to put oil in my car every 1000-2000 miles. They diagnosed my car stating it was my oil pan gasket and I paid $299.00 thinking it would fix my oil issue. After so many miles I noticed I continued losing oil and I took my car back to the dealership and they told me I would need complete a "consumption test" and would need to come back every 1000 miles so they could document. Kia staff told me I would need to come back a total of four times before anything could be done. I have returned a total of 4 times so they could document. I contacted the 800 number for Kia 5/19 requesting a refund because my car was incorrectly diagnosed. They created a claim #******** and informed me they would contact the dealership. I visited the dealership on 5/26 I was informed from a different staff that the previous visits would not be "valid" and I would need to return for a total of 6 times for the consumption tests instead of 4. I returned on 6/8 and was informed by staff that none of the times I visited the dealership would count for the consumption test. I contacted the 800 number again on 6/8 to find out about the status of my refund. I was told my case was closed and would have to contact the dealership, it was nothing they could do. I contacted the dealership 6/9 and was informed its normal per Kia policy for me to lose a quart of oil every thousand miles. I was also told I could not receive a refund and they have "tried to help me" even though Ive received different information from each staff regarding my car every time I visited the dealership and they misdiagnosed my car.

  

  Business Response

  Date: 06/29/2022

  We are giving a process from KIA on how we can proceed with a warranty issue.  In the case of Ms. Brasher, we had to eliminate the obvious oil leak before we could proceed to an oil consumption test.  It is always our desire to help every customer that has an issue.  It may not always be convenient for the customer but is required for KIA to move forward.  So the oil pan leak was not misdiagnosed, it was to first step to determine if in fact there was additional issues.