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:12/27/2024

  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 bought a vehicle from Mark Mazda in July 2024. With under ***** miles on my vehicle, the paint started chipping off the back bumper. I called Mazda corporate customer service which told me to take my vehicle to Fix Auto in **********. After I did that, I called back to have them review the case and I was told I was given the wrong information and I had to take the vehicle to the dealership. I was confused by that since the dealership had already told me they did not handle paint issues. I took the vehicle to the dealership on 12/24. They opened a repair order and someone at the dealership deemed the issue not a manufacturing problem and said I would be responsible for the cost of the repair. Mazda corporate would give me no other information on how to escalate the claim up the corporate ladder.

  

  Business Response

  Date: 12/28/2024

  Good afternoon. Our service manager ***** ********** will look into this matter for you. Please let us see what we can do. We do have to adhere to Mazda Corporate paint warranty guidelines. Thank you for your patience while we look into this for you. 

  Customer Answer

  Date: 12/28/2024

  someone at that dealership determined that it was outside sources that caused the damage. How do they know that? Did they do some kind of test to see if there was an issue with the paint or the depth or any inconsistencies? 
  Mazda corporate told me I could go to other Mazda dealerships and try to get them to tell me that it was a manufacturing defect so clearly theres something wrong in there entire process. This is just based on some random service persons observation of my vehicle. I know other people who are having the same exact problem on the same exact car, the same exact color in the same exact area..

  

  Business Response

  Date: 12/30/2024

  Good morning. After further review this was submitted to Mazda Corporate for a warranty claim. It was Mazda corporate that declined it not dealership employee. I am sorry you are upset but we have to follow Mazda corporate warranty guidelines. We are not who makes decision on approving or declining warranty claims. Thank you for your business. If there is anything else we can do please let us know. 

  Customer Answer

  Date: 01/03/2025

  I was told by Mazda corporate that the dealership turned it down first and they only presented it to warranty after that.  I want specific details as to how they determined it was an outside influence that caused the issue.

• Initial Complaint

  Date:12/26/2024

  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 truck from Mark Mazda $40,000 ********* Colorado and a $3999(Freedom Warranty) warranty also ************** I was told by **** ******/ ***** ***** who was the Sales Manager and Finance Manager that "this is an exclusionary warranty and only wear and tear items are not covered such as brakes, windshield wipers, glass, tires" They were aware the vehicle did have large tires and wheels on it. I asked if this warranty is going to cover with these items and was told "yes, absolutely" I am now almost 2 months of fighting with dealership, warranty company over this claim. I am getting the run around or no responses. I was told 1 reason then another reason now after paying 2 inspectors to come out and almost 2 months the reason being the truck is modified. Nothing has changed since I purchased it. I have also had to get rental cars, loaners from a different dealership because they do not want to approve the claim. I was contacted Mark Mazda 12/22 and spoke to a finance manager and was told Freedom Warranty is not sold by them anymore and there is nothing they can help me with. A few days later I called and spoke to **** Stuse who told me he will be on vacation and was told there is nothing he can do I need to contact the warranty company in email form. I have also left the general manager ***** ****** plenty of messages and voicemails. Seems each time I call there is always a meeting, and he cannot talk. Selling a product for the amount of money knowing that it will not be covered is beyond me, also because you don't sell a product anymore does that mean you cannot help with something you did sell to me for $4,000. I have read numerous reviews and complaints about this dealership with other customers in similar situations and would recommend not doing business here.

  

  Business Response

  Date: 12/27/2024

  Good morning Mr. ** We apologize for your concerns not been addressed. As far as **************** agreements we have to abide by their rules and guidelines based on the contract . I have reached out on your behalf to see if anything can be done. I have personally only received one message from you and we have communicated on dealer rater. If yo would like to speak to me directly you can. We strive to make everyone's experience a good one. You do have the option of cancelling this warranty if you prefer. The dealership does not make any promises nor guarantees on behalf of any third party warranty company. Please email me directly with what the actual part been declined so I can get a better understanding and if there is anything I can do contacting warranty company. *************************************

  Customer Answer

  Date: 12/27/2024

  Sorry, nothing has been addressed on this matter. I have provided **** ****** with documents following the decline. You can also pull my contract. I have called a few times for the receptionist to give you a message and have been transferred to a VM. You have my information if you would like to reach out to resolve this matter. 
  

   

  

  Business Response

  Date: 12/27/2024

  I am sorry. The decline for coverage is Freedom Warranty NOT dealership side. Like I said I have reached out ************************* On the dealership side we cannot over ride their contracts. I also have asked **** for any paperwork you gave him. He does not seem to have received. Also the claim is at a different dealership not Mark Mazda. .If you would like to email me copy of your contract and the repair order for the claim I would be happy to review.  

• Initial Complaint

  Date:07/09/2024

  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.

  When purchasing the vehicle, there is a difference in the vehicle license tax (part of the license fee). According to MVD documents below, the actual factory list price is ***** and first year license tax will be ******. However it was charged as *** at the dealership. Dealership refuses to pay the over payment of $*****

  

  Business Response

  Date: 07/15/2024

  Good morning. My name is Dylan Mougel GM for Mark Mazda. I have never heard about this. I have zero issues sending you the $27.52 difference to resolve your issue. Thank you for your patience. 

  Customer Answer

  Date: 07/15/2024

  I have spent two hours on July 9th at your dealership for a resolution. However during the entire tome the finance manager didn't seem to care the customer. One of the sales person is noce to give me some infos, however he doesn't have the authority for the difference on VLT difference. This could have been figured out no more than 15 minutes. 

• Initial Complaint

  Date:01/18/2024

  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 the vehicle with a key fob without a key blade. After having vehicle for a week the check engine light came on and when I dropped off the car it was in the service department for 3 weeks and I wasnt updated about what was repaired or done to the vehicle and my warranty that I purchased was used to pay for repairs by landrover dealer but never received invoice or description of what was repaired on vehicle I have never been in contact with ***** I have had contact with ***** and **** whom seem to avoid my calls I dont feel as if I have received proper customer appreciation for my purchase of 48 grand which is *********************************************************************************************************************************************** order to cover a vehicle that was known to be mechanically damaged

  

  Business Response

  Date: 01/18/2024

  Good afternoon. We are sorry to hear about your experience. I did speak to ***** and he confirmed he has provided the repair order from Land Rover multiple times to you. I understand your frustration and willing to send to you again if you have not received. A refund for vehicle is not an option but we can for sure facilitate a trade in if you would like to come in and explore this option. 

  Thank you for your business.

  Yours sincerely,

  ***********************, GM.

• Initial Complaint

  Date:02/20/2023

  Type:Order 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.

  The Dealer Mark Mazda keep sending me coupons pamphlets and other offers via mail and at the same time they refuse to provide me with service and told me that they don't want to do business with **** am asking from them to stop sending me sales materials in the mail since they deny me services !!!If they don't want my business there is no reason to waste paper.Thanks,*****

  

  Business Response

  Date: 02/21/2023

  Good morning. We will remove you from Mark Mazda advertising coupons to you. We apologize for any issues this is causing you. We will notify Our advertising companies. 

  Customer Answer

  Date: 02/22/2023

  
  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:01/07/2023

  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.

  I bought a car from Mark Mazda on 1/3/2023. The initial price of the car was $17,391. After waiting for more than an hour for the finance guy i finally was able to meet with him. He saw that I was young and took advantage of my inexperience. I told him I wanted nothing added to my car and no additional insurance. He pushed me very very quickly thru the paperwork and just told me where to sign everything. I trusted he did as I asked and did not put any add ons thru. He did not go thru the paperwork with me just showed me where to sign. I was inexperienced and trusted him. He sent me home with a flash drive with my paperwork on it. When I got home the flash drive did not work. It took 3 days of texting and emailing and 2 trips to the dealership to get my paperwork. Once I had the papers I saw that the sale price of my car was $25,393.20. There were $6,797 of add ons. These included tinted windows, keyfetch, *************, optional gap contract, and a portfolio service contract, none of which I asked for or wanted. I would like to be able to have these items taken off my contract as I am going to grad school and will have no job to pay for all the add ons. I had totaled my other car and had a check from the insurance company just to cover the cost of the car I was purchasing. My mother talked to the owner of Mark Mazda, he was ignorant and said that he could not help us because I signed all the paperwork and should have known better.

  

  Business Response

  Date: 01/09/2023

  Good morning. We at Mark Mazda take customer service and experience very seriously. We apologize you feel this way. We go over all items in your contract at time of purchase. Our finance director will reach out to go back over the products again in your contract. If you feel you no longer want them. Some items are cancellable at your request. Thank you for your business. 

  Customer Answer

  Date: 01/12/2023

  I have called the finance department at Mark Mazda numerous times over the past 4 days and have yet to receive a call back. I would like to go over the items on my contract and cancel most. 

  

  Business Response

  Date: 01/12/2023

  I will have Finance call you directly. What is best ph #?Tell us why here...

• Initial Complaint

  Date:11/28/2022

  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.

  Purchase a car at this dealership, Mark Mazda **********.They created the sales contract. Put each page in front of me that required initials or a signature and said, sign here or initial here. No explanation of what each document said that I was asked to sign.I did as they asked and only had time to go over what I had signed after they sent me all the signed documents digitally.There were then some questions that I had about the signed documents and I called their finance department to request a review of the documents.They told me someone would get back to me and in fact different people called me, one each day, to say that someone else would call to address my issues, no one ever did and now I can't get anyone from there finance department on the phone.Please assist me in dealing with my questions and issues that I have for Mark Mazda Motors.Thanks,******************************* ***************************************************************** ************

  

  Business Response

  Date: 12/05/2022

  Good morning. We have tried multiple times  to reach customer to no avail. These are not "junk fees" each product was disclosed . We would love to go over them with customer customer to re explain. Please call and Ask for ******************* at  ************.

  Thank you for your business. 

• Initial Complaint

  Date:10/24/2022

  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.

  I am in the market for buying a new Mazda vehicle.I contacted Mark Mazda Dealership and checked on prices and deals.I was told by the sales person not to contact them because I was negotiating too much or because I'm not serious about buying a vehicle from them which is absurd. This is not how you treat a customer that service his ************************ at your dealership. I added the text messages that I received from the sales man.

  

  Business Response

  Date: 10/24/2022

  Good morning. We take customer service very seriously at ********************. Sales person has been spoken to. We apologize and would love to earn your business. Thank you for the opportunity. 

  Customer Answer

  Date: 10/24/2022

  
  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,
  
  ***************************
  
   
  

• Initial Complaint

  Date:08/08/2022

  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.

  I used bought a car from Mark Mazda knowing that it was used. I did purchase the extended warranty as well. The very first night I took the car home the check engine light came on. It had some codes that it was giving me as why. The next day it didn't want to excell when pressing on the gas as I was driving. I reached out to the sales guy at the dealership and let him know. He said that it would be taken care of under warranty. It shouldn't have to be under warranty yet, it has not even been 24 hours. I ended up talking to the manager who took the car in to get looked at. It has been one thing after another and I still don't have my car back. I call to get updates and either don't get a call back or get the same story over and over. My first car payment is coming up and I have had my car for maybe a week and a half. I understand that I bought a used car but I feel if they did more of a check before just putting it on the lot I wouldn't be in this position.

  

  Business Response

  Date: 08/09/2022

  Good morning. We feel we are helping out with all issues. We have provided a loaner vehicle. We have taken vehicle to Dodge to get the repairs taken care off and under warranty. We are sorry it has taken longer than expected. We are at the mercy of parts from Dodge and their technicians time. We have contacted Dodge on your behalf to try and expedite. We are not the ones doing the work on the vehicle Dodge is. Again we appreciate your patience while vehicle is been repaired. For loss of time with your vehicle and first payment due. We are willing to reimburse you for the 1st payment. Please email ************************* the receipt. Thank you for your business and patience.

  Tell us why here...

  Customer Answer

  Date: 08/10/2022

  
  
  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,
  
  
  ***********************
  
  
   
  

• Initial Complaint

  Date:04/06/2022

  Type:Product 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 3/15/2022 we purchased a used **** F-150 from this dealership. We made it clear to our salesperson that we were not interested in any 'extras' on the vehicle like service contracts, tinting, etc. Once we agreed to make the purchase, we were sequestered in the salesman's office for about 90 minutes while they prepared the paperwork. Once we got into the business manager's office to begin signing the documents, we realized they had added $699 for tinting (even though the Carfax report said it had window tinting applied when it was new), $499 for a keyfetch contract and $799 for a LoJack contract, resulting in an extra $1,997 on top of the price of the vehicle. We felt we had no choice but to sign all the paperwork to keep the deal from falling apart. Three days later we called the dealership asking for a refund on the Keyfetch and the ************* (which at the time was showing it was not installed). We were told by the business manager that she would check to see if the contracts could be cancelled online. Three weeks later, we have yet to hear back from her. No one else at the dealership will respond to us. Our salesman said these were 'dealer addons' and they weren't optional, even though the contracts say they are not required in order to make the purchase. We would like our $1,997 refunded back to the loan and the ************* removed.

  

  Business Response

  Date: 04/07/2022

  Good morning. We have been in direct contact with customer and we are cancelling products they requested . Thank you for your business. Please let us know if you need anything else. Tell us why here...

  Customer Answer

  Date: 04/07/2022

  
  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 have been informed by the sales manager they will be cancelling the contracts and issuing a refund back to our lender. If they follow through with that, we will consider this complaint resolved.
  
  Regards,
  
  ***************************