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:06/03/2025

  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.

  During the sales process on May 25th, 2025, I was presented a Car online at an advertised price of approximately $33,205. After selecting the vehicle, I discussed monthly payments ONLY with the sales representative, ******. Once I agreed to a payment amount, I was sent to the finance manager and took delivery of the vehicle.Days later, I contacted the dealer to ask about door guard film, which I had noticed on other vehicles and wondered if it was complimentary. I was told this was a "we owe you" for free installation. Upon completion of the install, the service ***** informed me they also installed window tint and Lojack without my request.Nowhere in my loan documents could I find any mention of these add-ons, and I then discovered a discrepancy between the advertised price online and the final purchase price in the loan document. When I contacted the dealership to express my concerns about the price discrepancy, I was informed that ****** had disclosed the add-ons during the sales discussion. However, no signed documentation exists to verify this claim, nor was any "we owe you" service listed on the loan doc to install these items at a later date, further indicating that they were never properly discussed during the sales ************** this day, I still have not received a detailed breakdown of the charges for each add-on, as none of these itemsincluding the LoJack device and its one-year subscriptionare listed in my signed sales contract. Additionally, I have been unable to locate any reference on the dealerships website indicating that LoJack comes with a limited one-year subscription.Given the lack of transparency and improper disclosure regarding these add-on charges, I'm formally requesting a full refund or loan balance credit for the LoJack device and its one-year subscription, totaling $699, for the following reasons:- Addendum not covered at point of sale - Device not installed upon delivery - Installed without request during service visit

  Business Response

  Date: 06/06/2025

  After reviewing the file for Mr. ******** I found that he is correct that the LoJack while is displayed as $699 for the device; it is not stated specifically that the service is for 1 year.  We are going to refund the $699 as well as offering Mr. ******* a complimentary oil change service, and will be amending the literature we have to clearly state that the LoJack is for 1 year.  Thank you Mr. ******* for your business and I apologize for the miscommunication during your sale.  We here at CardinaleWay Mazda of Peoria strive to make outstanding relationships where everyone wins.  I hope this makes you feel appreciated as a customer and you will continue to patron us for your vehicle needs.  Thank you.
  
  
  ***** ****
  General Manager
  

  Customer Answer

  Date: 06/06/2025

  
  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:05/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  March 27, 2025 I bought a 2020 GLE ************* 350 from this dealership to come to find out they taped a piece of plastic on the bumper. Then when I called thinking it would be no issue to fix it because I obviously didnt make the damage and tape my Mercedes which I believed was sold to me in good faith by the dealership but also ******* the sales representative at Mazda Peoria, they let me know not only would they not fix the damage they taped but that since it was over 30 days and it wasnt mechanical that the cosmetic wasnt their problem to fix. I just wanted the damage fixed over all but there was a lot of red flags from the beginning from false advertising on the price then jumping it up when I was there in person. They tried to accuse me of making the damage to my own car and best they could do is offer me a quote for a fix of a damage I didnt do. Shady business and absolutely disgusting they tried to accuse me on top of either taping the car or not thoroughly checking its condition when it was traded in.

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 honestly cannot recommend this dealer. I went in with good faith and a desperate need of a decent but reliable 4x4 and these guys sold me a non-solution for $24,000 dollars with a preexisting issue and catch-22 that I cannot find a fix for nearly four months later and no after market solution either. It also hurts my ability to unload and off board the vehicle or resell it. As of November, I have not received a response from the dealer since September. More details will be added to this review. Early on they seemed to have a desire to help me resolve this situation, especially when they replaced the engine mounts thinking that would solve the problem, but it did not. Once the lender closed the deal and CardinaleWay took the money, thats when the dialogue and follow-*** stopped. Since then, not a peep after repeated phone calls, emails and no response!As a last note: ******* the Salesman and **** in the ****************** were my last and final follow *** but both contacts have remained non-responsive as wellThis issue remains unresolved. This whole experience has forever ruined my desire to deal with another traditional dealership. I am forever done with this old school model of business.1

• Initial Complaint

  Date:10/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  When making a deal on a new mazda, the salesperson an I discussed the following terms: 1. Provide a protection package (which they call prepaids and install on all cars that they sell, said the salesman). This package protects the door edges and cup holders. 2. Provide a towing package. This can only be installed by the dealer to prevent any warranty issues. The towing package had to be ordered and I signed a paper for that. Since the car had just been unloaded off the truck, it didn't have the protection package yet. The salesman said he would call me when the hitch came in, so I figured I could get the protection package done at that time. Well, it has been 7 weeks now with no call for me to do this. I'm starting to think that they never will. We need to get this resolved, since my wife has chipped one of the doors already. The date I bought the car is 9/1/2024. I paid $36,400 for the car, which is close to MSRP.

• Initial Complaint

  Date:09/05/2024

  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.

  3 days after I bought a car I stoped back to have my extended warranty removed. Since then I have contacted the dealer 4 times to correct the billing. Each time they said they would have it removed and billing adjusted but it never gets done. I do not want to file a complaint,but you are my last hope

  Business Response

  Date: 09/05/2024

  Hello,

  We have processed the cancelation as of the date originally requested. The cancelled amount will reflect to the consumers account as a principal payment. Our staff will reach out to ******************** to explain the process with greater clarity.

   

  Jeremy Hough

  General Manager

  CardinalWay Mazda at Peoria

  Customer Answer

  Date: 09/05/2024

  
  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:05/14/2024

  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.

  I was sold a vehicle by cardinaleway Mazda in Peoria AZ and was lied to about the condition of the vehicle and have spent over 6k in fixing mechanical issues that the dealership did not disclose to me

  Business Response

  Date: 06/12/2024

  We at CardinaleWay Mazda at Peoria have had no direct correspondence from **************** citing any details of such issues as is typically standard when a consumer has a grievance. Had **************** reached out to the dealer directly, we could verify what transaction this issue pertains to. We cannot locate any records in the name of *************************. When given the opportunity to take care of our customers beyond the sale here at **********************, we take great pride in going above and beyond to make for sure our Customers need are met. However, disparaging claims with no mention of detailed accounts of specific issues and outlandish demands of financial reimbursement based on claims with no substantial way for us to verify the validity of such, are unrealistic. We request he at minimum **************** reach out to our staff directly so that we may validate what transaction if any that this pertains to, and request reconciliation with directly before involving a source of mediation as per usual means of communication.  

• Initial Complaint

  Date:04/30/2024

  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.

  4/27/2024 Cardinale Way Mazda. Peoria, AZ, prematurely took $1000 dollars from me for a car where a deal was not finalized. They said I could go sign for the refund. When I went they changed their story. There is no sign they are working on a refund.They have been lying so they can keep the amount.If someone for BBB could help me retrieve this amount that does not belong to this company I would appreciate it.

  Business Response

  Date: 05/08/2024

  This refund was issued immediately. It takes the consumers personal bank a couple days to process the refund. ****************** has been provided a refund receipt as well. Matter resolved as far as dealer is concerned. Please advise

  Jeremy Hough

  Customer Answer

  Date: 05/08/2024

  
  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:04/30/2024

  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.

  I purchased a 2021 Silverado with 33k miles. 5 months later the transmission breaks down and took it to Chevrolet where I was informed the transmission was destroyed and that several check engine lights had been deleted and stored away/ hidden. I contacted Mazda and spoke to manager ***** who explained to me they will not reimburse my monthly payment nor attempt to speak to the loan company as I have been paying for a vehicle I purchased without the absolute to enjoy it for months now. I was advised its part of being a truck owner and that they have good mechanics that check the vehicles before sale. No explanation on why there was codes hidden or delete form the vehicle before selling it to me. Overall I feel lied and disrespected about my purchase as these are problems they should have fixed and reported to the seller. In top of this I am moving and need my truck which is in the shop. Now I have to fork up more money to cover my uhaul rental due to not having my truck I bought. Very upsetting getting lied to.

  Business Response

  Date: 06/12/2024

  We are very sorry to hear of the mechanical issues **** is experiencing. When selling pre-owned vehicle we fully inspect and repair active issues. Sometimes when those repairs are made, codes in the vehicles operating system are cleared. We believe that is what is being mentioned here. We make Warranty options available to our customers that can provide for rental car reimbursement in the event of a mechanical failure. Unfortunately we do not make it a practice to cover financial obligations during such circumstances. We hope that **** is able to enjoy her vehicle once the dealer providing this repair service completes the work. We propose no solution available at this time. Thank you.

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Mazda CX-9 several months ago from CardinaleWay Mazda Peoria. From the getgo it was one issue after another, one broken promise after another. Finally the general manager stepped in and began following through with getting my wife and i what we had been promised. But part of those promises were to fix the squeaky breaks on the car. As the car slows to a stop, the brakes squeak horribly, We've had our car in not once but twice to manage the issue. Both times we were promised the problem had been resolved and both times within a day or two, the brakes started squeaking horribly again. Both my wife and I have reached out to Jeremy, but he has not returned our calls or texts.Unfortunately we're stuck getting out oil changes here, as we purchased a service plan, but at this point I would never patronize this establishment again. They do not follow through with their promises. While Jeremy probably believes he's gone above and beyond, the truth remains that we were promised our brakes would be fixed (among other things) and two trips later, that has not yet happened and now it would seem they've washed their hands of us!

• Initial Complaint

  Date:10/21/2023

  Type:Order 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.

  It has now been over a month and a half of waiting to have my deposit returned from this dealer. Car was purchased July 2nd and returned July 25th with the promise of my down payment being returned and still NOTHING. No contact from Jeremy Hough or anyone. Beware! This dealership does spot delivery and yo yo financing scams After 16 days they decided to call and say they could not obtain funding for my loan, even tho both the sales manager and finance manager thoroughly reviewed my credit report and guaranteed I would be financed. I signed the contract which lays out the terms, loan and payment information. I also signed a spot delivery form which stated the dealer has 5 days to obtain financing and in the case that fails they have to give the buyer 24 hours to obtain their own. Not only did the not give me 24 hours, they also did not inform me within the 5 day period. The let you drive the car for over 2 weeks to try and get attached and then hit you with an insane interest rate and payment. I requested multiple times to have the new rate paperwork sent to me via email since I live over an hour away from the dealer and they failed to do so, stating they are "in person" only. Returning the car tomorrow and picking up a newer model, from Autonation which I paid cash for. Cardinale way has shady business practices and does not even give the buyer the opportunity for cash payment or other financing. Jeremy, I have been reaching out to you for months to get my money returned to no avail. Even involved the Attorney general. Please return my down payment. Thanks.

  Business Response

  Date: 10/30/2023

  Official response: 

  *************************** and CardinaleWay have mutually agreed to cancel business with one other and our property has been returned. We have issued a Check to the consumer in the amount of $500.00 and sent it to the address on file ( *************************************************** ) Our original contract agreement was less a total $3500.00 down payment due from ******. Of which only $500.00 has only had been charged to a credit/debit card. The remaining $3000.00 was to be charged in the days thereafter during regular banking hours.Being that the loan was never finalized CardinaleWay Mazda at Peoria never collected the remaining Balance due of $3000.00. ****** disputes that she was charged in full. That being said we asked ****** to produce any receipt or verification of such charges. We were sent a document that looks to be altered by *************************** or someone communicating with us via her email. We have sent the documents in question for the ************************ to review. We are forwarding the documents to the local authorities as we believe this is an attempt to defraud the Dealer CardinaleWay Mazda at Peoria out of an uncollected dollar amount with intimidation tactics such as public slander via internet reviews and consumer protection agencies such as the BBB and ************************. Please advise as our banking records do not indicate the receipt of this additional amount. 

  Customer Answer

  Date: 10/30/2023

  Dear Cardinale way Mazda of Peoria, 

  The information you claim is false and the attorney generals office was made aware of the $3000.00 never fully drafting from my bank. On August 11th an email was sent directly to the attorney generals office confirming that my personal bank had concluded their internal investigation into the $3000.00 and made me aware that only the debit of $500.00 had cleared. Due to your lack of responses to multiple attempts to get my agreed upon down payment back you seem to have missed the documentation sent from their office.