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Business Profile

New Car Dealers

Capistrano Mazda

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:01/25/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 January 10, 2025 I had an oil change service for my Mazda CX5. ****** was my service writer. I was quoted about $170+tax for the service. During the inspection I was suggested to also get services on the fuel injector, battery replacement, and brakes replaced. Services totaling over $1,200 more than Id anticipated to spend that day. I declined all services and would get them done at a later time. I made another appointment to get those services done on January *****: the fuel injector flush- it was something around having the butterfly cleaned. I was told this is a service that should be good for another ****** miles. I had this done about ****** miles prior at a different Mazda ************************* (whole OTHER issue that apparently this other ************************* did a subpar job that this current ************************* was suggesting the same exact job, only 30% into how long the service should last). So I am being sold a service that had just recently been done. Told that without this service, the air flow/fuel level balance would be thrown off, decreasing fuel efficiency and potential for engine damage. No more than 500 miles later, on January 20 my check engine light came on. I took it to pep boys and they got the code PO171-00 for the system being too lean and said they cannot work on it. 3 miles from leaving pep boys the light went off. On January 21 at night, the light came back on. The next morning I took my CX-5 to our familys trusted mechanic and he pulled the same diagnostic code. He popped the hood and looked. One of the valves and hoses were not hooked up as they should have been. The very engine function about the air/fuel balance they were selling me a service about- was incorrectly serviced. I like to think it was complete negligence and incompetence, and not sabotage of my engine for denying the service at that time. The oil level dipstick was indicating only about 70% oil, no more than 600 mi since

    Business Response

    Date: 01/30/2025

    Hello,

    We have reached out to the customer at the phone number provided and left a message advising we will be providing a refund for the service to the payment method that was used and apologized for any inconvenience this has caused. I left her my direct line in case she would like to speak to me directly.

    Thank you,

    **** ********
    Assistant Manager | BDC & Marketing
    Capistrano Volkswagen & Mazda
    ************************************************************************** | ************

Capistrano Mazda is NOT a BBB Accredited Business.

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