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:05/08/2024

  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.

  Dear BBB,I am writing to formally complain about my recent experience with Mazda of Escondido. On April 19, 2024, I purchased a vehicle from your dealership. However, due to logistical reasons, I was only able to pick up the car on April 22, 2024.Unfortunately, my satisfaction with the purchase was short-lived as on May 2, 2024, just days after taking possession of the vehicle, the engine light illuminated, indicating a system malfunction. Concerned about this issue, I promptly contacted Mazda of Escondido, and they agreed to inspect the car to determine the cause of the problem.Today, on May 8, 2024, I was informed by the dealership that the high and low-pressure fuel pumps are malfunctioning due to internal damage. I was shocked to learn that I am expected to bear the cost of $3754.73 for repairs. This is unacceptable, especially considering that the car passed inspection at the time of sale. This led me to make the purchase with confidence in the dealership's quality assurance.I believe that as a customer, I deserve fair treatment and a resolution that does not unfairly burden me with the cost of repairs for a defect that occurred shortly after purchase. I urge you to review this matter and take appropriate action to rectify the situation.I appreciate your prompt attention to this matter and look forward to your response.Sincerely,***************************

  Business Response

  Date: 05/20/2024

  Good afternoon, 

  I have just been made aware that the repair has been completed at no charge to the customer. 

  Customer Answer

  Date: 05/20/2024

  
  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:03/29/2024

  Type:Product 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 have reached out to Mazda of Escondido numerous times via email and phone and despite them telling me on multiple occasions they will contact me, they have not. I cannot set up a service appointment with them online because my issue wasn't listed on their service form. The first time I called, the person I spoke with couldn't assist me and said someone would call me March 15 or 16 and no one did. The second time I called, the person I spoke with still couldn't assist me and said someone would call me after their lunch break on March 18 and no one did. I have not received any help via email either despite four attempts on March 18, 25, 26 and 28.

  Business Response

  Date: 04/01/2024

  We apologize for any inconvenience this may have caused. The Service Manager will be reaching out to you shortly to schedule your appointment. 

  Customer Answer

  Date: 04/05/2024

  Been trying to schedule an appointment since Monday and still no responsiveness. 

  Business Response

  Date: 04/10/2024

  The customer had an appointment on April 9th, however, did not make the appointment date/time. Our ****************** has reached out to customer to reschedule but has not received a response as of yet.

  Customer Answer

  Date: 04/12/2024

  Thats a lie. I asked for that appointment time on multiple occasions (April 1, 3, 4) and never received any sort of confirmation via text or email to say I was scheduled for service.

• Initial Complaint

  Date:09/30/2023

  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.

  I'm writing to share my recent experience at Mazda of Escondido on September 30, 2023, at 2 pm. I had scheduled an appointment with *******************, the designated lease end specialist, as my Mazda 6 lease was ending. ********** had contacted me via email on July 22, 2023, offering assistance. Despite residing at a distance from Escondido, I had arranged the appointment proactively.During my visit, I aimed to decide between returning or purchasing my vehicle, given an upcoming overseas trip. I requested a documented purchase offer and completed the required application. ********** requested to see my car key and without notice or consent, moved my parked vehicle to the dealership, which was parked down the street and not on the premises.********** strongly encouraged a new lease, despite my preference to return or buy out the lease. He later cited operational delays as a reason for not providing a written quote, contrary to earlier assurances.In light of the above, it is pertinent to mention that I had specifically scheduled an appointment to ensure availability. Upon learning that I would not be committing to a decision during that dealership visit, ********** conveyed that they were currently experiencing a backlog and, regrettably, could not provide me with a written quote. I stressed the importance of leaving with clarity on my loan approval status, to which ********** assured me that a credit check would not be conducted, and I would qualify.This experience was disappointing and time-consuming. Previously, I had a seamless leasing experience with Mr. ***** at the same dealership. I am interested in the lease buyout option and seek eligibility details for monthly payments, interest rates, and loan duration. I request assistance from a different associate for a more efficient process.

  Business Response

  Date: 10/02/2023

  ****************, 

  We apologize for your wasted time and not meeting your expectations. ***********************, the General Manager, would like to personally assist you with your ***************** to ensure it is handled professionally and in a timely manner. Please feel free to reach out to his at your convenience. *********************************************************** or ************.

  Thank you.