ComplaintsforMazda of Orange

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2017 ***** Civic from Mazda of Orange on 1/24/2024. With me was my daughter and a friend, *************. We spoke to sales rep *************************** about the vehicle. I asked him about the condition of the brakes and other systems on the car. He assured us that everything was operating above 50% because as a new car dealership they were required by law to meet a certain standard.I had looked at the CARFAX report he provided and the report showed Mazda of Orange had serviced the A/C system on 12/18/2023. On 1./30/2024, we tried using the A/C and it was blowing hot air. Since there was no owner's manual for the car we thought maybe we were doing something wrong. We made an appointment with ********************* *****, ****** on 1/31/2024 to have the A/C checked out. We told them we thought maybe the car needed freon. The service rep at ***** told us the system is a self contained system and if the system was leaking they could not add freon due to environmental requirements. They performed a diagnostic and the evaporator was leaking. I contacted Mazda of Orange and spoke to *** and **** in the service department. I was told they put freon in the car. According to the contract I signed on acknowledgement of work nothing was promised or implied. So they evidently knew there was a leak in the A/C and the A/C needed to be repaired but did nothing to repair the problem. Therefore, selling me a car that was not at 50% operating condition as *************************** stated. Leading me to believe that the A/C was working. Fortunately, I had bought a maintenance warranty through the Orange ******************* who financed the purchase. The final cost for the repairs was $2,188 but of this I only paid my deductible which was $100. I am asking that Mazda of Orange refund me the $100 that I had to pay since the company was aware the A/C system was not working. If I could I would ask for the full amount because of their deceptive sales practices and the inconvenience of being without a car.

  Business response

  02/20/2024

  I'm sorry for the inconvenience this issue has caused you. 

  I spoke to **** in our ****************** in reference to your issue with the Air Conditioning. He was under the impression that the vehicle was going to be brought back to have your concerns addressed.

  Since the work has already been completed at a ***** dealer we will refund the $100 deductible that you paid.  

  Mazda of Orange we are sorry , and completely understand that being without your vehicle is quite inconvenient.

  My direct phone # is ************, I will get the reimbursement processed immediately.

   

   

   

  Customer response

  02/20/2024

  
  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.  I have attached the response I received from Mazda of Orange on my YELP review so I question whether they will in fact send me $100.00.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a 2020 Mazda CX-5 from Mazda Orange on August 23, 2020 with a service maintenance contract (cost $389) which I was told would work at any dealership. We moved from ********** to ******** before any of the maintenance services were needed. On May 2, 2022 I went to ******* Mazda in *****, ******** to have maintenance done. It cost $92.32. I told them I had bought a service contract - they knew nothing about a that and asked me to pay upfront and get reimbursed.I called the customer service line at ****************** and they gave me the Plan code ***** *********** (****) for my maintenance contract. They also provided a phone number *************) for the dealership to verify my coverage.On November 4, 2022 I went to ******* Mazda in *****, ******** to have maintenance done again. It cost $207.70. I provided the phone number to check my coverage. The phone number was incorrect. I called Mazda back. They provided the same phone number and also advised me that corporate did not manage this contract and I would need to call the original dealership in CA. I have contacted Mazda of Orange five times to resolve this issue. The first time I called the sales person who sold us our car and left a message, no return call. The next two times I called the main number and the person who answered the phone transferred me to the finance department where I left messages explaining my situation and asking if I could receive a return phone call, no return call. One time I reached a finance manager. His printer wasn't working so he said he would email me a document for the dealership and provided his email address as well. I did not receive the email, I emailed him but it was not a valid email address. I then wrote a message to the general mailbox and received no response.At this point, I would like to receive a refund of $389 for the original cost of the service maintenance agreement.

  Business response

  04/15/2024

  I spoke to the customer today April ******* and she was refunded in 2023 the purchase amount of the Service Maintenance agreement $389.00. 
  
  She also said she thought she went back and said she was happy with the results.
  
  She purchased the vehicle in **********, and she moved to ********. It was  explained to her that the agreement she purchased usually is available thru out *****************, but it was brought to our attention that it is optional for a dealer to honor the agreement. The dealer she went to was one that didnt honor the Maintenance agreement.
  
  Mazda of Orange Refunded the Purchase price of the Service Agreement.
  
   
  
  Thank You,

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