ComplaintsforMazda Lakeland

• Initial Complaint

  07/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We were told the repair would only be $4604.70 on our vehicle. When the work was complete and the vehicle ready for pick up, we were charged $7590.60. We never authorized additional work, nor we made aware that the price stated had change. We were told we had to pay or we would not be able to take our vehicle.

  Business response

  07/31/2024

  The customer appears to have forgotten about the extensive assistance provided by Mazda *************. The store did a diagnostic on the car and quoted somewhere around 4600 for repairs needed (advisor was missing some parts in the original quote, but later determned a final total). The customer declined those repairs and picked up their car. 
  
  A few days later, the custoemr called Mazda North America customer service complaining that the repair was not covered (he was out of warranty) Mazda ************* called the store general ********, who then asked Mazda North America for assistance on the customer's behalf. The total parts and labor for the full scope of repair was $ 7485 and they agreed to assist the customer with $3,000.00 toward the repair, leaving the customer to owe only $4485. The store GM sent the customer the attached text on June 27 before any repairs were undertaken. The customer elected to proceed and set up the repair appointment. Only after the repairs were done and he picked up the car did he then dispute the bill.

   

  There is no refund owed. The customer was charged exactly what he agreed to and it was ultimtely less than even the original low estimate. 

  We would ask that you please close this file with no negative reporting on the dealership.

   

  *****

  Customer response

  08/11/2024

  Here are records showing that they never communicated the change in price. 

  Customer response

  08/29/2024

  Here are records showing that they never communicated the change in price. 

  Business response

  08/29/2024

  Please note our prior communications showing the transmission of the total cost.

   

  ***** ******

  Customer response

  08/29/2024

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:

  As shown in documents provided, the message was never sent  the text conversation in the phone screen shot shows the first message that was received was This is ****** from Mazda Lakeland??. The records from spectrum show only one message deliver at that time. So no, the change in cost was never conveyed to me in any way prior to picking up the vehicle. The only price that was ever conveyed was the original price. Mazda corporate also does not have a record of this change in price. I can not approve of a price change that have have never been notified of.

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

  Customer response

  08/30/2024

  Call with Mazda Corp.

  Customer response

  08/30/2024

  Call with Mazda Corp.

  Customer response

  09/30/2024

  I just want to clarify that this business has not responded to the rejection or additional documentation. I request that this complaint be posted. There has been no resolution, and the business has acted in bad faith. 

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a vehicle with cash from Mazda Lakeland Dec 13, 2023. Within an hour all of the warning lights on the dash lit up and soon the car went into limp mode in the middle of traffic on I4. We called the dealership and they asked us to give them a chance to fix it. Since then it has been in the shop for 47 days for 4 attempts to repair. We have invested $1229 in a repair that they assured us would fix the car, and it is still not safe to drive. Here is an outline of events. The problem with this car has created multiple safety issues for our 24 yr-old daughter. Leaving her with a badly misfiring car, in limp mode, on the side of I4 -once during an attempt to go to the hospital for a medical emergency.After the third repair attempt, upon my request, I received a call from *************************, General Manager of the dealership. During multiple conversations she suggested that we complete a buy back of the malfunctioning vehicle and trade for either a new car lease or another used car. But when pressed, her "buy-back" offer was to trade-in for $12,500 a car for which we paid $14,595+$899 Doc fee+all other fees and repair expenses. Mazda Lakeland actively avoided the 5 day return policy by asking us to give them the opportunity to fix the car. Now that we are outside of the 5 day window, they will only offer to trade the car in for thousands less than we paid or it, or leave us with an unusable vehicle. Obviously, she considers this an opportunity to sell another car, not to stand behind a previous sale.The bottom line is that our hard-cost investment in this car (excluding measurable transportation and lost work) equals $17,992.50. Mazda Lakelands offer of $12,500 leaves us with a true, out of pocket cash loss of $5,492.50.****** refuses to even respond to me or acknowledge 5+ attempts to communicate with her since May 5. I attempted to contact their parent company, ******-Classic.They would not accept a call or email.

  Business response

  05/30/2024

  The customer purchased the 2018 CX-5 with ******* mile on it  AS IS with no dealer warranty on Decemebr 13, 2023. They were offered the opportunity to purchase an aftermarket extended warranty and service contract and declined both.

  Despite reporting the problems with the car wihtin days of purchase, they did not bring it in to the store until over a month later, on January 18, 2024. The store did not try to avoid the 5 day/300 mile return policy. The customer never asked for the return and waited over a month to bring the car in.

  The dealership tried multiple times to fix the reported problem, only charging the customer for a portion of the work on one occasion, even though there was no warranty or service contract on the 6 year old ******* mile car. 

  After the third repair, they actually drove the car for some 50 miles to ensure the problems would not repeat. ******, at pickup, the customer (or her father) demanded a complete buyout of the car for what they paid, despite putting over ***** miles on the car in the intervening 4 months. 

  The dealership general manager made a fair offer to purchase the vehicle, but it was refused. 

  There is nothing more to offer this customer. After free repairs and a fair offer, they ahve rejected all of the dealerhip's efforts to date. 

  Please close this file with no negative reporting on the dealerhsip. 

   

  *****

  Customer response

  06/04/2024

   
  Complaint: 21760751
  
  I am rejecting this response because:
  

  The dealerships response is riddled with errors and outright falsehoods.

  1.  The vehicle was not purchased AS IS. Paperwork signed by the dealership on 12/13/2023 clearly states that this vehicle qualifies for the 5-day return policy and that cars sold As-Is do not qualify for this policy. We provided a copy of this document (Mazda Lakeland Terms and Conditions.pdf) in the original complaint. 
  

  2.  We reported the problem within hours, not days. The vehicle malfunctioned on the way home from the dealership. My daughter did not deliver it to them immediately because she had left the ******* area due to the Christmas holiday, and Mazda Lakeland promised to repair it when she returned.  
  

  3.  At no time did we demand[] a complete buyout of the car for what [we] paid, particularly not at pickup. That is false. We requested a reasonable buyback after the car malfunctioned yet again, after four attempts to repair it, causing another safety issue for my daughter. 
  

  4.  Nor did we refuse a fair offer to purchase the vehicle. That is also false. We have spent $17,992.50 on this car, and Mazda Lakeland offered $12,500. I told the general manager we would accept the $12,500 buyback if they also refunded the $899 dealer fee and the $1,229 we paid for a repair that did not solve the problem. The ** refused to respond even after I followed up to confirm her receipt of my counter-offer on 5 occasions. It is Mazda Lakeland who refused a fair offer to buy back the vehicle and refund the failed repair.
  

  5.  None of this would be an issue if their service department could determine what is wrong with the car and repair it. The vehicle spent 47 days in their shop. We paid $1,229 for a repair that they assured us would fix the problem, and it did not. The signed Mazda Lakeland Terms and Conditions.pdf also states that this vehicle qualifies for their Fix it right the first time promise. Had we known that Mazda Lakeland would be unable or unwilling to fulfill their promise to repair the vehicle, we would have exercised the five-day return option. 
  

  6.  Our offer to sell the car back for $12,500 if they will refund the $1,229 repair and the $899 dealer fee, remains on the table.
  

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

  Business response

  06/11/2024

  The customer is correct in that the car did initiall qualify for "Fix it Right the First Time". It is not a warranty and does not change the AS IS nature of the sale. The policy provides only: "Promise includes free pickup and delivery of customers vehicle as well as complimentary rental vehicle, (assuming customer qualifies for a rental vehicle per rental company policies,) supplied by if we fail to correct a vehicle issue as a result of our error. Due to manufacturer restrictions, warranty claims are exempt." Mazda Lakeland has honored that promise to the extent the customer has sought to utilize any of the services covered. 

  The car was sold AS IS. Please see the attached form required by the government on each car sold, the "Buyer's Guide".

  The customer was offered both an extended warranty and a service contract. They declined both. Please see the 2 pages from the Sales Pack, ***** attached.

  The store has paid for some of the repairs to the car, even though there is no warranty or service contract on it. 

  The customer has put several thousand mile on the vehicle since purchase, leading to depreciation of the vehicle's value. The store has repeatedly offered to buy the car back for $ *********. To date those efforts have been refused. That offer is extended through the end of this week, June 14, and if it is not accepted will be withdrawn. 

  The store has done all it can do for this customer. At some point, they need to accept the proposed offer or finally reject it and the parties move forward. 

  *****

   

   

  Customer response

  06/22/2024

   
  Complaint: 21760751
  
  I am rejecting this response (but not the offer):

  Although we reluctantly accepted the low offer more than a week ago, within the arbitrarily short timeline demanded by *****, we need to reject the solution through the BBB complaint system. 
  
  Our 10-day timeline to respond expires today and we have yet to receive proposed paperwork to review from *****. Also, he has asked for additional consideration in the form of a release and vehicle transportation.  We are potentially willing to sign a release upon review, but there was no mention of that until after we accepted their offer, and they have not provided us with the terms. Under the circumstances, we are a bit wary. 
  
  The other issue is that although ***** proudly stated that their Fix it right the first time promise is not a warranty or guarantee of any kind, only an offer to pick up and deliver, they are continuing to refuse even that and insist on charging us to have the vehicle picked up.  

  ***** falsely stated to the BBB that Mazda Lakeland has honored that promise to the extent the customer has sought to utilize any of the services covered.  That is not true.  Mazda has repeatedly refused to pick the vehicle up, even after we paid $1231 for a failed repair.
  
  We are working in good faith to resolve this issue, even with their extremely unfair terms, but Lakeland Mazda continues to move the goalposts and demand more.  Their offers'' and guarantees are, by their own admission, not guarantees. 
  
  I have attached a copy of our acceptance of their offer and ****** follow up demand that we pay to have the vehicle delivered to them despite their Promise.  Also attached are screen shots of one of their refusals to pick up and deliver after their failed repair.  
  
  Sincerely,
  
  ***********************

*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. ↩