ComplaintsforGroove Mazda

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were searching for a second car that was affordable and reliable. Upon finding Groove Mazda through *********** Auto Finance, we embarked on what turned out to be the worst dealership experience of our lives. ******************* was our sales agent, and while he wasn't the worst, his comparison of the vehicle sale to buying a car through ******** Marketplace should have been a red flag. After a satisfactory test drive, we purchased a 2014 Mini ****** ********** and thought it was a great little car. We were aware that the vehicle was sold "as is," but we did not expect that Groove Mazda had not conducted any inspection of the vehicle. Two days after bringing the car home, we began hearing loud noises from the clutch.We immediately called the dealership and were advised to bring the car in for a check-up. Unfortunately, the car died en route to the dealership and had to be towed to the service area. Upon our arrival, we overheard unprofessional staff members mocking the poor condition of the car they had sold us. We requested to speak with management to seek assistance and were told the service manager was in a meeting and would call us back in two hours. No call came until 4:55 pm, despite dropping the car off at 9:03 am. Our service agent, ****, displayed a shocking lack of professionalism by not answering calls or returning messages until late in the day. When he finally called, he detailed the car's issues and quoted a repair bill of $1,095.00 plus tax for a vehicle we had purchased only three days earlier. He informed us that the parts and service would take 4.5 days. Additionally, he mentioned that the service manager had decided Groove Mazda would not cover any costs since the car had no warranty.We received no updates on the progress until we called back on Thursday, June 13, 2024. **** informed us that the initial service was just the beginning and that the full clutch or transmission needed replacement, promising another quote.

  

  Business response

  06/14/2024

  This specific vehicle was sold as is meaning that it does not come with any warranty on parts or service.  The customer signed all as is paper work and was aware of this prior to buying the vehicle.  We can provide any and all signed documentation upon request.  

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Groove Mazda because it was squeaking. They charged over $1,000 for work and my car was still squeaking and then they refused to work with me further. In my opinion they did unnecessary work because my car was still squeaking and that is what I brought it to them for. I did not bring it to them for any other issues and they did not resolve the issue. The manager **** treated me extremely poorly because he wanted the money and he didn't care about doing the job. Groove Mazda worked on my car twice and still did not resolve the issue. I had to take my car to another mechanic to get the squeaking to go away. Now they are insinuating I damaged their loaner vehicle as a way to scare me out of not reporting them to the Better Business Bureau but I will report them anyway because I did not damage their car. Shady business practices and at the helm is ****. My first appointment with them was April 17th 2024 and I just got my car back to take it to another mechanic yesterday May 18th 2024. They provided me with a loaner car on Thursday May 16th. So I was without a functioning car for about a month. I drove the loaner to my home where it sat in the driveway and to one restaurant for dinner which was a local restaurant and not busy and I parked away from everyone. The car was on camera in my driveway the whole entire time it was at my house not moving. This is their way of trying to deny responsibility and accountability. When you take a car to a shop and you ask them to fix a problem and they charge you over $1,000 and they do not fix the problem that is unconscionable to say the least. And the fact that I was without a reliable car for almost a month while it went back and forth to multiple mechanics who couldn't seem to solve the problem. It seems like an obvious money grab to me.

  

  Business response

  05/20/2024

  Based on the repair orders the customer stated there was squeaking when turning right and it was in fact due to a brake pad bracket that was damaged and sliding against the rotors.  The customer then declined the work with us.  She attached the quote that was recommended but did not want the work completed.  She then brought the vehicle to brakes plus.  They unfortunately did not fix the vehicle and brought it back to us and covered the expense of $1,167.11 for the customer in which we did fix the vehicle by replacing both brake calipers and e-brake motors.  The customer did not pay anything to us and did have a loaner vehicle when her car was here.  She also had some very vulgar words over text and at that time **** (our service advisor) asked that she return our vehicle and pick up her vehicle.  Please let me know if you need anything else.  Thanks.

  Customer response

  05/20/2024

   
  Complaint: 21732682
  
  I am rejecting this response because:
  

  The only work that was ever rejected was for new tires. They are outright liars at mazda. And they should refund Brakes Plus the money that Brakes Plus paid because Mazda did not fix the problem. I will be contacting a lawyer next. And just FYI I have never had an accident in my adult life I have never been arrested in my adult life I have a credit score of 815 because I am an honest person who has lived my entire life with integrity and the courts will determine the same thing. A whole entire month without a working car. The original company that I brought my car to to fix my car was Mazda. They did not fix my car. They charged over $1,000 worth of work and the problem was not resolved. Plain and simple they are thieves. I did not approve any work that was not related to this squeak all that I wanted them to fix was the squeak and they did not fix it. And yes I called him a douchebag because he is a douchebag.
  

  Sincerely,
  
  ***************************

  Customer response

  05/20/2024

  Why would I refuse service to fix a problem that I brought my car to them for? That makes absolutely no sense. Especially considering Brakes Plus had already agreed to pay for it so why in world would I ever refuse the service needed to fix my car? It's an outright blatant lie to try to deny any responsibility for their failure to do what they were paid to do. I have never been treated so badly by a company in my entire life. I brought my car to them to fix my car and when they couldn't fix my car they started treating me like an enemy. The only thing I ever did wrong was entrust my car to Groove Mazda or to think that they would have any intention of actually solving the problem. I should have realized all they wanted was money and they did not care if the problem was solved or not. The fact that it is not my money proves that I have nothing to gain other than seeking justice. It is not right for a company to take money to solve a problem that they did not solve and keep that money. That is stealing. So you pay Brakes Plus what you owe them you are thieves.

  Customer response

  05/20/2024

  I have literally had so much stress and anxiety that has been affecting my life due to the fact that I brought my car to groove mazda. A month later my car was still not fixed and I took it to multiple mechanics because apparently Groove Mazda diagnosed it to be my brakes. I had just had my brakes done recently at Brakes Plus so I took it back to them but they seem to be unable to fix it. So I brought it back to Mazda again to let Mazda work on it and I told them to fix the squeak do whatever it took to fix the squeak and they promised me they would. Yet they did not. I feel to this day, that my car was never correctly diagnosed. I believe that there is still something inherently wrong with my car that could lead to catastrophic failure leading to my death or my daughter's death. I am afraid to drive my car. I'm afraid to go to the mountains I'm afraid to go on a road trip. Because I do not believe in the competency of the mechanics at mazda. If they were so sure of what was wrong with my car then they would have been able to fix it. They did not do that. And instead of owning up to their failures and incompetency they denied responsibility and blamed me for refusing service which is an outright lie. To this day I feel unsafe in my car. I am on the verge of selling my car. All because I trusted Groove Mazda to fix it and they were unable to do so and at this point I don't even believe that their diagnostics were correct either. In fact they gave me two different reports after two different diagnostic appointments for the same exact issue. And I have saved all of the paperwork. That is pretty indicative that they had no idea considering they gave two different diagnostic results and two different estimates. Also the fact that they did over $1,000 worth of work and my car was still squeaking is indicative that they had no idea what they were doing and they had no idea what was wrong with my car and they were just taking a stab at replacing things and seeing if it worked and it didn't. In the end what they did was wrong. And then by attacking me and my character that is essentially gaslighting. Trying to make me feel as if perhaps I am crazy or I am a bad person when really all I did was bring my car to the mechanic to be fixed. And when they were unable to fix my car they just started treating me terribly to get rid of me.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car in May 2022 ('08 ****** Impreza) after my car accident. I was told that the car had been given an oil change. Two months after I purchased the car, it stopped running. Groove agreed to fix the car. So I took the car back in August and they replaced the engine. They had the car about two months. I had the car for a few weeks before the burning oil smell came back. I took it back since it was the same issue with the engine. This was an inconvenience since I lived in ****************. Also they never gave me the title of the car to register it in ********. I took it back in October. I spoke to the general manager and he said he would send it to their ****** dealer to make sure it was fixed properly. They told me the car was ready around December 15th. I had the car a month and I had to take the car to Groove. They told me I had to pay $2500 for the repair. It's the same issue from what happened in October but they said it was the catalytic converter this time! They said they would give me $3000 for the car. I'm asking for a full refund of $8000 since I can't register the car and they have had the car more than I've had it. This car dealer was not respondant to my calls or the calls that my parents made for me! We've called the general manager and the sales manager and they have never returned our calls. They had the service manager ****** tell us they would by the car back for $3000. This car is clearly a lemon and I want my money back!

  

  Business response

  03/01/2023

  We have been in contact with the customer multiple times and have gone above and beyond to assist.  She bought her 2008 Impreza with 170K in May of 2022.  She did not purchase any warranty or coverages to help with cost of ownership that *** come up when buying an older high mileage vehicle.   We have both fixed and replaced the engine starting in October of 2022 and now have replaced the  catalytic converter in January of 2023.  We have put her in rental cars every time it has needed work with no warranty coverage.  She has been in two accidents with our rental cars.  She has all documentation to register her car and currently has her own car that is working.  At this time we have spent more money on fixing our damaged rentals and trying to make the car to her satisfaction after 5 months than she has spent on the vehicle. 
  
  Thanks,
  
  
  ***********************
  

  
  

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Mazda CX9 back on 6/9/2021. Approximately 1 month later (7/2021) we decided to cancel the warranty that we had signed up for. It was approximately $30 per month for the life of our 6 year loan. I went into the dealership to fill out the paperwork but nothing was ever completed. I called about a month later asking the status and was informed they never had any documentation on it. I asked to be emailed the form again, which I was, and sent it back. 1 month later again I was told there is no record of it. I was told explicitly that the warranty could be cancelled anytime throughout the life of the loan and have documentation to this fact.Over the past month of 8/2022 I have called multiple times and left messages for the financing person (I am unsure of their name but was female, I'm not even sure I was given a name when transferred). I have yet to get a call back. We do not own the car anymore and at this time am paying for something that can not be used.2 weeks ago I went into the dealership directly but was told I needed an appointment to talk with someone, which is not what I was told over the phone. When I tried to make an appointment over the phone I was told they don't do them for financing. Driving back and forth to the dealership takes an entire afternoon.Today (8/30/2022) I called and was told I needed to come in....again. I asked to speak with a manager and was put on hold for 28 minutes before I hung up.All in all I have filled out the form twice, came into the dealership 3 times, and have documented of calling 7 times. I still have not gotten a resolution. I would like to be refunded the amount since my first date of contact from July 2021 when I originally filled out the form they requested.At this point if it is not resolved I will be contacting the attorney general to help facilitate this.

  

  Business response

  09/02/2022

  Dear Better Business Bureau,

   

  Since receiving this complaint, we have spoken with the customer about the issue. ******************* in our ****************** spoke with the customer, both over the phone and through email, and has since sent a new warranty form for them to complete. He also asked the customer to send back the original documents to match up with our records, as we are not able to find any information pertaining to this issue within our system. We are awaiting email response from the customer with attached completed form for the warranty activation. We are still working with the customer to resolve the issue to completion but action is being taken.

   

  Thank you,

   

  *************************

  General Manager

  Groove Mazda

*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. ↩