ComplaintsforMazda of Fort Myers

• Initial Complaint

  01/15/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a 2022 Mazda CX-30 back in October, 2022. I also was sold ************** I did a loan pay down the following May of 2023 and requested a ************* cancellation and signed the documentation on june of 2023.( I had my car serviced the same day, so I know it was signed that day.) I reached out to my financial institution, after the 30 days processing time and they had not received a refund. I made phone calls to the dealership asking for a finance representative to please call me back, ( no one gives a direct line or name of contact), to find out the status of my cancellation. I called Mazda ************* in December of 2023 and they claim, they never received a signed form from them to cancel. I could in fact cancel that day (December), but they will only retro back 30 days, if I send the form myself to them and it could take an additional 30 days. They explained, if the dealership send the documentation, they will retro back 180 days. Obviously, a huge difference in a refund. I explained to the Mazda ************* group that the Mazda dealership does not return phone calls and they failed to send my signed documentation back in June. They told me there was nothing they could do about the particular dealership, that I would have to call and resolve myself. I have made several attempts to get a finance rep to call me and then I personally spoke to the general manager of the dealership (name JP) and he said he would have someone call me that day. No one has called me back and now its January 15, ****. 7 months after I signed the ************* cancellation form. I called Mazda *********** back to have my case escalated, since I am having no cooperation with Mazda Dealership, she tells me again, they cannot do anything about the dealership. I filled a complaint with Mazda corporate headquarters. today.

  Business response

  01/16/2024

  We spoke with the customer on 1/15/24.  Immediately after speaking with the customer we investigated her concern.  We found that the cancellation request was sent on 7/20/23 but evidently it was not processed by the insurance department.  We re-submitted the same cancellation request on 1/15/24.  When the cancelation premium is received it will be sent to the lender and applied to the loan.  We apologize for the refund not being processed the first time it was requested.  ** was not here at that time so we have no idea what happened in July.  If the customer does not see the refund applied to her account in the next 45 days or so, please reach out to JP on his cell phone to let him know so he can follow up.  His number is ************.

  Customer response

  01/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, please note, as stated, the submission was sent back in July. It is now January. They were only able to go back 180 days retro to refund my money. This is NOT a reflection of the General Manager JP or *********************************, this is a complaint on the ******************** that failed to cancel my policy back in July. This should not happen. Please note, I appreciate the timely response from both ** and *********, for resolving. 
  
  Sincerely,
  
  *************************

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