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:02/07/2025

  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.

  I bought a 2019 ***** civic sport from Dublin Mazda on Nov 11, 2024. I had a pre-purchase inspection done but nothing wrong was reported. In December I went to a ***** dealership (Freeway *****, *********, **). They informed that the front bumper grille (part no. 71102-TGG-A5O) from the car's splash shield, exposing the internal components. The images taken by salesman ***** ****** at Dublin Mazda (img1 and img2) prove that the grille was missing at the time of purchase. He did not mention the issue during purchase. In December I called ***** ****** about the issue. He denied knowing about it and said someone from the service department was going to reach out (no one did). He did not offer any solutions and it became hard to get in touch with him afterwards despite several call attempts. Phone recordings (calls were monitored) and the screenshots (ss1, ss2, ss3, ss4) can prove my point. Dublin Mazda went silent and I was worried about further damage to internal components. As I was on the road, I had to get the car fixed early January amidst the uncertainty (see img3, img4, img5). I then emailed the grille hardware cost ($633.76), inspection cost ($34.95) and labor charge ($284.64) receipts to ***** ****** (attached). He told me the manager would reach out to me. After trying numerous times for several weeks I was finally able to speak to manager, whose name is also *****. He told me I should not have had the car fixed. Manager ***** also emphatically said ***** ****** had asked me to bring the car to Dublin Mazda for getting it fixed. This is not true. Any call recordings and the message screenshots show that ***** ****** did not offer any solutions. In the end, manager ***** told me they could do nothing about the issue. For someone buying a car for $21152.59 (w taxes, financed through Patelco CU), I hoped to be treated fairly and transparently. The evasive behavior and gaslighting from Dublin Mazda have been unreasonable. I hope something can be done about this.

• Initial Complaint

  Date:10/04/2024

  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 purchased a new Mazda MX5 at the dealership on September 14, 2024. However, from that moment on, a nightmare began. While I was about to leave, with my car stopped in the parking lot, a white Mazda SUV suddenly started backing up (attempting to park) and hit and damaged the front bumper of my new car. A man quickly got out of the **** identifying himself as ****** from the service department. Later, a service department manager named ***** arrived, offered me a loaner car, and said they would repair my new car using their body shop. However, since I was moving the following week, I asked for alternative solutions. I was then informed that they would handle the situation through their insurance company. I agreed and left.Over the next two weeks, I spent a lot of time and energy trying to resolve the issue. No one from the dealership or their insurance company (*******************) reached out to me, and I had to call multiple times just to obtain their insurance company and policy number. After several back-and-forth conversations, I was informed that their insurance company denied liability! This is absurd, as my car was stationary at the time of the collision. (I also reported the case to my own insurance company, who disagreed with their denial based on surveillance footage and photos.)In summary, the dealer or their insurance company is currently refusing to pay anything for the damage caused to my new car. I may have to pay the deductible for repairs myself at this point.Update today: I had a call with ***** on Oct 4. He still refused to resolve.I had a quote and the cost of repair is around 1000$.

• Initial Complaint

  Date:08/07/2024

  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.

  Car was listed online at $9,517. When I contacted the dealership, they quoted me $39,739 for the same exact vehicle (vin verification matched). They refused to discuss the price discrepancy further and were quite rude when told that it was illegal to change prices.

• Initial Complaint

  Date:12/04/2023

  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 used 2019 Acura RDX from ******************* Mazda in Dublin, ** on 7/29/21. The finance manager, *************************** sold ** the extended maintenance package at the time of sale. We asked if this package will be accepted at any Acura dealership as we understood that the package was meant for Mazda vehicles. ******************** assured us that this would be accepted at any location. Since then, we have tried to use the maintenance plan on 3 separate occasions at various Acura dealerships and they have all denied it. The service departments will state that they cannot take this plan and we would have to contact ******************* Mazda in Dublin. I have contacted the finance department and ******************** several times and have received the same reply and that it should work anywhere and the Acura dealerships just need to call the number provided. The ************************* have contacted the number and I was still told they cannot take the plan and other times they have refused to even call as they do not take such plans.On the last attempt at contacting ******************* Mazda, one of the finance managers was baffled that I even was sold this package as I was purchasing a nonMazda vehicle. Which leads me to believe that this should not have been offered to us in the first place. I have tried to be patient and took my vehicle to multiple locations to see if the maintenance plan could be used, but so far I havent been able to use the plan at all since I purchased the vehicle. Every phone call to ******************* was met with reassurance that this package is valid and can be used anywhere, however, I dont believe that is the case at all. I was told I could take it to Dublin Mazda for maintenance, however, since it is not a Mazda vehicle, Id have to schedule in advance. I am over an hour away from the dealership and will also be relocating soon, so this option is not feasible. Also, I purchased the package for convenience and this would defeat its purpose.

• Initial Complaint

  Date:05/23/2023

  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.

  April 29 2023, we signed a contract of sale with dublin Mazda on a purchase of a used 2019 ***** odyssey. We are now trying to cancel optional services that was included on the contract. We believe that we have the right to cancel and get refunds. 1. Extended warranty that cost $2,795. We tried sending email, calling, and leaving a voicemail message but there was no help of canceling the optional warranty. 2. LoJack anti theft optional on the contract. But the sales agent told us it was mandatory and they would not sell the vehicle without it. It is an additional cost of almost $1,000. We tried to cancel through the agent but he said they cant do it as it is mandatory for every vehicle they sold. But the advertisements price of the LoJack was not included. They only included it at the end of the sale and threatened us that they wouldnt sell the vehicle without it. These two we are trying to cancel as it is costly and we dont need them. But the dealership employees, **** at finance, and *** in sales as a manager are not trying to help us do so. We believed that we were wronged in a sense of forcing ****** on us and telling us they wouldnt sell the vehicle without it, but on the contract it was optional. They stated that the device was installed already and needed only activation. But we have proof that the day of sale the vehicle was sent to service to install the device and activated the same time. If the product of LoJack is mandatory the. They should include the price on their advertisements as it is included and mandatory. These tactics of sales and finance are very deceptive. Now we only want to cancel these options but they have no will of helping us to. We only want our hard earned money back from their deceptive tactics that are fraudulent. To the owner of the establishment, please consider the hard working costumers that purchases vehicle from your business. We would like to have a fair chance making a deal, not deceptive cunning, dishonest.

• Initial Complaint

  Date:11/07/2022

  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.

  Date: November 5 2022 Amount paid: None yet Business committed to: Cut and program two new keys for my vehicle Dispute: On Saturday November 5 I brought my vehicle, its original working key, and two blank aftermarket keys to this dealership and asked them to cut and program the keys I provided to work with my vehicle. *******, the associate I talked to, said that there is a chance the keys I provided would not work because they were aftermarket. She made no mention that attempting to program the aftermarket keys would affect my original key in any way. After hearing this, I agreed to start the procedure on the aftermarket keys. After a while, ******* came back to me and said that the aftermarket keys were cut but they were unable to program them, but offered to cut and program two official keys that they had in stock, which were guaranteed to work. I agreed to her offer. She made no mention of my original key at that time. After another while, ******* came back to me a second time and said that not only was their technician unable to set up the two new official keys, he also reset my original key, so now it does not start my vehicle. ******* said that the technician would need to wait until Monday, when he could contact outside assistance, before he would know what went wrong or how to fix my original key. I returned to the dealership on Monday, but ******* had no update for me on the status of my key. I asked for a loaner vehicle but they had none available. I asked for the dealer's insurance information so that I could file a claim against their insurance to receive reimbursement for a rental vehicle until mine is fixed, but they refused to provide it on the grounds that they are not at fault due to me bringing in aftermarket keys. I believe that the dealership is at fault and that I was not warned of the possible risks to my original key. I am seeking reimbursement for a rental vehicle until mine is fixed, as well as waiving all service costs charged.