ComplaintsforSuperior Mazda

• Initial Complaint

  01/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  4 months later & this dealership refuses to get me license plates that with the correct paperwork I can walk into any TX DMV & get myself in less than 40 minutes. Spoke with Rusty 7 times. ****** ****** **** ***** ******* ******** just straight hung up in my face & I still have no license plates to a vehicle I purchased from there. Just expired paper plates on the back of my truck.

  Business response

  01/16/2023

  The contract for this purchase was signed on October 15, 2022.  There were several delays with obtaining the required paperwork from the customer in order to finalize the registration, such as the vehicle inspection documentation. Additionally, Texas is experiencing significant delays in processing registrations. By the time the customer's registration was being processed in Texas, his insurance card had expired, He refuses to provide an updated insurance card. We are committed to providing any assistance we can to finalize this registration. 

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new 2022 Mazda CX-5 August 12, 2022 from Superior Mazda in Bentonville. I had just returned from my US government assignment overseas and needed a vehicle for the United States. We notified the dealership at the point of sale that we were newly back in the U.S. and would be settling in Virginia. When we purchased the car, we did not have our address yet, but told them that we would have it within 30 days and would notify them once we had it. On the closing day, they made us pay the sales taxes for the State of Virginia (without notifying us in advance that this would be owed) and said they would file for the plates for us. After receiving our address on August 29, we notified them that same day, and provided the other requested information in order to register our vehicle. After many emails and other communications, we are still without our plates more than 90 days after purchase. This delay has prevented us from being able to get a fast pass for tolls and is causing great concerns regarding our compliance with the law. The dealership blames the slow process on their third party vendor, however, that is not our fault and does not explain the exceptionally poor communication. We need this issue resolved with all haste - or the dealership needs to provide us our money back and the necessary documents for us to register the vehicle ourselves, which we have offered to do several times.

  Business response

  11/28/2022

  Superior Mazda (“Superior”) is in receipt of the above referenced complaint from ******* ***** regarding their recent purchase.
  Superior strives to create the best purchasing experience for our customers. During this purchase, Superior was very open about warning this customer of the timeframe it would take to get this vehicle ready for ownership in a different state and be capable of transporting it to a different country. The customer provided a dated, incorrect address for the titling process which added further delays the title completion process. We are disappointed that the customer was not completely satisfied with the purchasing process. That being said, we remained transparent about what expectations would be in finalizing this deal.

  We are committed to work with ******* moving forward on securing the title as necessary. We pride ourselves in customer satisfaction, and will continue to work with the customer through completion.

  Customer response

  12/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: 

  *the business was notified that we were in transmit when we purchased the vehicle

  *the business was notified as soon as we received our new address. 

  *the business's choice of vendor is not the responsibility of the customer. The delays in information from the third party registration vendor have been a significant part of the delay. As well as the fact that the finance person and our sales person have both left the business since we purchased the car. The business is responsible for it's own poor communication.

  *While our lender has confirmed to the business that we can self-register the vehicle, I have sent two emails requesting updates on the refund of our registration fee that the dealership has been holding since August, in the past two weeks that have not been responded to. 

  We are now 4 months since purchase without a registered car. We would again appreciate expedited assistance in resolving this issue.

  Sincerely,
  
  ******* *****

  Business response

  12/07/2022

  We have requested that the documents be returned to us from DealerDoc, however we have not received them yet. As soon as we do, we will expedite delivery to the customer for registration.

*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. ↩