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:03/14/2025

  Type:Service or Repair 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.

  On October 30th of 2024 I bought a car from Cardinaleway Mazda. I needed to buy due to my prior car being totaled (not my fault). I dealt with ***, the sales manager. At first, he was great. We negotiated on the phone due to our family having a newborn.After settling on price, options, and financing pre-approved, my wife and I drove in to sign. What we were told was going to be quick, ended up being 2 hours in the lobby waiting for Chance the Finance person to print out documents. We had negotiated in the first 3 oil changes, which *** approved, and Chance said he was going to up it to 6 and that it would be tracked by the VIN.5 months later I come in for my first oil change and Im told I dont have any oil changes included. Chance has been fired and every person in the dealership I spoke to described Chance as shady.On 3-14-2025 I got a hold of *** and explained the situation. I told him Chance told me everything was recorded, and that six oil changes were promised. *** remembered agreeing to 3, but the 6 he did not know about. *** did not care to listen about how his employees described Chance, or how concerning it is to let someone with such bad character negotiate terms and paperwork on new vehicles. *** simply said, "I will ask the General Manager, but I can tell you it does not look good," referring to the 6 oil changes being honored. He said the 3 he promised were not even in the contract like he told Chance to put into the deal. All I am looking for is for the original terms to be honored and move on with this ordeal.

  Business Response

  Date: 03/18/2025

  we apologize for how all of this was handled.  this is not how we want to care for our customers.  we are providing a 3-yr / ****** mile maintenance agreement to you.  Hopefully, this helps redeem us in your eyes.  Thank you for joining the Cardinale family!  See you for your next oil change.  

  Customer Answer

  Date: 03/18/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:12/04/2024

  Type:Sales and Advertising 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.

  On 10/18/2024 my wife and i agreed to purchase a 2017 Dodge Ram 1500, the price was $16,000.00 and we put down $******* cash and a $1000.00 trade. I didnt want a big payment, i wanted to finance as little as possible. Originally was going to put down more, but they advised that i'd have to finance at least $5K and that financing half of what the truck is purchased for is ideal, better for my credit as im re-building it. We left that day very happy and thought what a great dealership, great people and we weren't there all day being drained and haggled! Within a few days we started receiving NUMEROUS decline letterers for financing, my wife co-signed to get a better interest rate as she has a 700+ credit score so declined? Numerous times? Odd..... The agreed upon price with the salesman, ***** (who actually lowered it another $500.00 that day because of the mileage, 120k) and finance manager was $16,000.00, we finally received the approval letter from the finance *** it showed not $8000 that we financed but $18,000.00! We called immediately of course now theres no answer, we left NUMEROUS voicemails that all went unreturned! They were ignoring us! We called the finance *** they advised they only finance what has been submitted to them from the dealership! My wife is one not to be ignored or taken advantage of n FINALLY got a return call from the *** of course he new nothing, fumbling his paperwork he said we tinted the windows, for an extra ******* she replied? They tinted nothing. She advised him to collect himself, look into it, call us back (we also never received a copy of the purchase agreement. 2 days later he called said we ordered the Nitro package, the what? Nice try. Later they missed a conference call with us, no showed. They added the extra $ after we left that day thinking we wouldn't notice, extended the years so the payment was similar! We are so tired of CO.s taking advantage of others! We will take this as far as we need to to make it right!

  Business Response

  Date: 12/19/2024

  To Whom It May Concern,

  I have made several attempts to contact Mr. ***** regarding his complaint, but I have not received any response. After speaking with his wife, I was under the impression that, once Mr. ***** returned from his work trip, they would review the purchase paperwork and then reach out to me on that following Monday

  We take pride in maintaining full disclosure and transparency in all of our transactions. At no point would we alter a customers paperwork or financing. Additionally, we want to clarify that the protection items are entirely optional. If Mr. ***** wishes to cancel any of these options, we are more than willing to assist them in doing so.

  Please have Mr. ***** contact me directly at ************.

  --

  ***** *******

  General Manager

  CardinaleWay Mazda Mesa

  *******************************************************************************************************************************************

  ************

• Initial Complaint

  Date:07/22/2024

  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.

  We purchased a used GM vehicle July 2nd. July 3rd it broke down in the middle of an intersection. We returned it to the dealer immediately on the 3rd. They claim to have made attempts to fix it but cannot "recreate" the issue. They offered to take it to a GM dealer but took more than a week to take it. As of today July 22nd, they have not identified the problem. There has been a complete lack of communication. We are currently seeking legal representation.

  Business Response

  Date: 08/09/2024

  We havent answered the complaint because we havent been able to get hold of the customer.  My GM left multiple voicemails telling him that we would give him a 3 year/36000 mile **************** contract or we would buy the vehicle back from him, but hadnt heard from him until this past Friday or Saturday when he picked up the vehicle and we gave him the service contract.

  Could you update the record, please?  I believe we have addressed this customers complaint in full.

  Thanks

  *********************

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair 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.

  Purchased a used **** 500 in March 2023 from this dealership. As a condition of the purchase, they required that I also purchase their Automate Exterior paint protection program for an additional $1,996, about 22% additional of the asking price of $8999. I asked multiple times to get this service removed, but they wouldn't let the car be purchased without it. The program is designed to prevent paint oxidation, however the vehicle already had severe oxidation to the roof. I recently paid a body shop to re-paint the roof due to oxidation. When I asked the representative about the service I had purchased from the dealership, he advised that it was a waste given the car's condition. A completely useless service they should have never sold me to begin with. I left several reviews with online sites and the owner responded to a couple asking me to call them, but they don't answer their phone and haven't returned my calls or messages.

  Business Response

  Date: 01/10/2024

  While we are sorry that *************** is unhappy, we are not willing to re-negotiate a deal especially after over nine months.  That said, we want satisfied customers.  

  After discussing the situation with the customer, we found out that he had not tried to contact us at the dealership, but instead the paint protection company.  Since he had his hood painted for about $500, agreed to contribute to offset this.  And reminded him that, in future, if he has a problem, to call us directly.  We will do what we can to solve the issue

  we believe *************** is happy now.

  Customer Answer

  Date: 01/10/2024

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

  Customer Answer

  Date: 01/10/2024

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

  Customer Answer

  Date: 01/10/2024

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

  Customer Answer

  Date: 01/10/2024

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

• Initial Complaint

  Date:10/16/2023

  Type:Service or Repair 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.

  Bait and switch. I was sold a maintenance warranty based. I specifically asked the salesperson if the warranty could be used at lube shops like jiffy. He said yes, "accepted literally anywhere" is what I was told. I tried 2 different lube shops and both denied. I called Finance at Cardinal Way and spoke with ****. They said they were unaware places didn't take it. He said he has learned places can deny it and apologized. He said he would retrain staff accordingly. Yet, there was nothing he could do for me. I want what I was promised: I want my oil changes paid for through the duration of the terms of the service warranty. I just paid $110.71 at *********** I would like that reimbursed and future oil changes covered.

  Business Response

  Date: 10/23/2023

  We are sorry that ********** is not being cooperative.  the complimentary 2 year/24000 mile maintenance policy is supposed to be accepted at any ASE Certified facility.  This policy is good for four oil changes.  if you don't want to go to a dealership or another facility that is ASE Certified who will honor the policy, we are willing to reimburse you up to $103 per oil change.  Just forward your receipts to ** at ********************************** Attn: **********************

   

  Customer Answer

  Date: 10/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/30/2023

  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.

  My son purchased a used 2017 Jeep Compass on August 24, 2022, from CardinaleWay Mazda (CWM). When he went to smog his vehicle on August 3, 2023, they said the computer *** number (located deep in the engine) does not match the *** number of the car and they are unable to smog the car until they match. My son called CWM and told them what happened to him at the smog place, ***** (service rep) told him to take the car to a Jeep dealership because they do not have the diagnostic equipment to diagnose the vehicle since its not a Mazda. We then took the vehicle to the service department at ******************* in ********** where we were told that they are unable to help us and we needed to go back to where we purchased the vehicle. We drove to CWM and spoke to ***** in service who said there was nothing they could do. After much persistence, we they suggested ************* in **** (*************) where our initial quote for repair was approximately $2500.00 which we approved for repair, Then a week later, we received another call from ************* stating it was worse and now its approx $7500.00 to fix. We were told it would cost $1600.00 for diagnostic and parts. We went to CWM and spoke to *********************** (Parts and Service Director) who suggested we take the smog declination paperwork back to MVD and ask for a waiver telling them, We are not able to afford this! We told him we were not doing that because thats not true and we wanted CWM to pay for the cost of proper repairs, and ***** said, I'm not writing a check for anything!" "This is not my problem, this is something you guys have to figure out!"

  Business Response

  Date: 09/08/2023

  Nowadays all cars are controlled by computers.  the Programable Control Module (***) has the *** programmed into it and is plugged into the vehicle and tells the system what functions that vehicle is enabled to have.  Sometimes that *** needs to be re-programmed and that is when check engine lights come on and errors appear.  That is what happened at the emissions station when the customer went to get his car smogged.  The smog station equipment couldn't communicate with Onboard Diagnostics.  When CardinaleWay Mazda did the smog on 8/11/22 everything was fine with the car.  Our smog equipment is certified by AZ **** of ************* Quality monthly.  We didn't do anything wrong.

  Because we don't have the proprietary equipment, we told the customer they should go to a Chrysler dealership.  ******* sent them back to us.  We suggested they go another Chrysler dealership to flash the **** which resets the ***.  They went to Courtesy, who informed the customer that the incorrect *** was in the *** & they would have to buy a new **** key module & keys for a large *** of money!  Then, called the customer with an even bigger bill to replace communication equipment.  This was not true.

  Customer came back to us and our General Manager told them we would take care of the cost of the repairs no matter the cost, even if it was $7500!  We paid Courtesy for the *** and other parts they ordered for the customer and took them to Rodeo CDJR.  They do not feel the new *** is needed, but we wanted there to be no question that the *** is faulty.

  We have been in constant contact with the customer and will let them know as soon as Rodeo CDJR is done with the vehicle.

  End result: the *** just needed to be flashed.  We believe the wrong *** was entered by Courtesy and that is why they got all the faulty info.  Just to be sure, we are replacing the *** and covering all repairs for the customer.

  NO DISHONESTY OR FAULTY SERVICE 

• Initial Complaint

  Date:07/08/2023

  Type:Service or Repair 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.

  On Monday, June 19th, I completed the paperwork at Cardinaleway Mazda in **** for my new 2015 Jeep Patriot and took possession of it on Wednesday, June 21st. When I picked it up, I was told it was road ready and that I had a 30 day or **** miles warranty- no paperwork specifying what was covered. On my way home from the dealership I started noticing mechanical issues almost immediately. I spoke with my sales person (******) on Friday, June 23rd and let her know I had an appointment with Christian ******** Automotive on Monday to have the vehicle inspected with their new purchase look-over. On Monday, June 26th, the report from Christian ******** stated that I needed well over $2000 worth of work with minimal brakes, AC issues, and other serious problems. It was not safe for me and my kids. I called Cardinaleway and they had me bring it in Thursday night for an appointment at 8am on Friday, June 30th. They provided me with a loaner. While I was there, they discussed waiting for an extended warranty to kick in to pay for the repairs. I told them I didn't purchase an extended warranty and that they should have provided me with a safe car and that I had lost any trust and faith in them as a dealership. Cardinaleway said they would go through the list that Christian ******** Automotive had provided me, they were sorry and would earn my trust back. They initially told me the car should be repaired by Wednesday, July 5th (they were closed over the weekend and for the 4thof July). I did not hear from them Wednesday after I had called in. I called again on Thursday, July 6th and Cardinaleway told me that they were just getting to the vehicle that afternoon and he would reach our to me Friday, July 7th with an update. There has been no communication about the status of my vehicle and it has been in their possession for over a week. I believe they are trying to wait for all time periods where they are responsible for it to be fixed to be past.

  Business Response

  Date: 07/11/2023

  we contacted ************************ on 7/10/23 to discuss her concerns.  We had inspected her vehicle for her concerns.  The brakes were still within safe range, but since we would have recommended the pads & rotors be replaced in the next year at her next oil change, we are replacing pads, rotors and shoes to give her peace of ming.  ************** used a scare tactic to get her to do the work w/them at a vastly inflated rate.  Also, we are replacing the A/C actuator  for her.  We explained that the 30-day/1000 warranty at purchase is for powertrain issues only.  We would NEVER knowingly put an unsafe vehicle on the street.  

  Also, we apologized for the length of time we had the vehicle with no communication with her.  This is unacceptable and we will be addressing this breakdown in our customer service process.

  We develop outstanding relationships where everyone wins

   

  Customer Answer

  Date: 07/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ************************************
  
   
  

• Initial Complaint

  Date:11/29/2022

  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.

  A bunch of underpaid clowns who get off on refusing customers for scheduled maintenance appointments. I was told to leave the property upon arriving, their claim was that I offended someone at a different Mazda dealership over the phone, and that they were canceling my appointment. When I asked for an explanation they replied with we dont have to give one we have the right to refuse anyone.. if that doesnt sound like a power trip I dont know what does, ***** people creating situations for their own amusement. On top of all this nonsense, they shoved a bogus car fax report at me on my way out claiming I bought a car that had been in a wreck, as if to try and make me feel like I was the idiot.Upon running multiple Carfax reports, no accidents have ever occurred to my vehicle, just showing the level of intelligence they all have, as car dealers lies, lies, and more lies from this group of struggle bus people. It must **** to be so poor you have to lie on someone elses name.

  Business Response

  Date: 12/08/2022

  We are sorry that you feel that we didn't treat you right.  We feel that our employees deserve respect, too.  There are plenty of alternatives for you in the valley.  We suggest you find one that better meets all your needs.  Also, we stand behind the Carfax report we gave you.  We have run it again and the same information is shown.

  have a very Merry Christmas.  Peace to you and your family.

• Initial Complaint

  Date:11/05/2022

  Type:Sales and Advertising 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.

  I contacted this dealer CardinaleWay Mazda Mesa few times to try to purchase a vehicle.Their sales guy told me not to contact them again since I don't agree to their.Buying a vehicle is always a negotiation and pricing is always a negotiation.The sales man was rude and basically told me not to contact the dealership again.

  Business Response

  Date: 11/15/2022

  We have brought transparency to the car buying process.Sorry you may not agree with one price and taking the negotiation out of the buying process. We take pride in bringing fairness to all customers in developing outstanding relationships where everybody wins. There are many dealerships that still love to play the drawn out negotiation process, we just arent one of those. We wish you well in your car buying journey. 

  Customer Answer

  Date: 11/15/2022

  The business didn't address my complaint.

  Why would their sales man tell me not to contact tact their dealership when we negotiate the price ?

  Is that normal ?????

  Business Response

  Date: 11/15/2022

  no, not normal., but not sure what all was said.  At this point, if you are looking to purchase a vehicle, there are MANY, many dealerships both new and used in the valley.  obviously, we want to put the customer into their dream car at the right price, but it sounds like we aren't a good fit.

  once again, we wish you all the luck finding that vehicle!!

  Customer Answer

  Date: 11/17/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************