ComplaintsforLithia Mazda of Wesley Chapel

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Initial Complaint
04/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On December 17, 2023 I purchased a Mazda 3 from Mazda of Wesley Chapel. The finance manager, *******************************, had me sign a small electronic pad, but I could not see all the details of what I was signing. I was then given a thumb drive instead of a copy of the papers (I have several ethical concerns with what transpired in the finance office, but I would like to focus on my main complaint at this time. Receiving a full refund of $8583). I returned to the finance office on December 26, 2023 and signed cancellation forms for several warranties and convenience items listed below. I was told the cancellation of the **** PPM, GAP and the T&W packages should take effect and be removed from the purchase price of the car in 6-8 weeks. The finance manager said the Lithia ************** Services and the Lojack were not refundable by the dealership. He asked that I make the cancellations directly with the respective companies. When I called to make those two cancellations, I was told by the company representative that the account would not be in their system for several weeks and the dealership could and should handle the cancellations. The next day the 28th of December, I contacted the finance manager again. He completed the cancellation form (attached) and said it would be submitted.After waiting more than ten weeks, I called the dealership on Saturday March 16, to inquire about my cancellation request. I was notified that *******************************; the finance manager was no longer employed at the dealership. I was connected to *********************** who determined that no cancellation was submitted in December 2023. IT IS NOW GOING ON FOUR MONTHS SINCE I FILED MY ORIGINAL REQUEST. MAZDA OF WESLEY CHAPEL NEEDS TO ADDRESS THIS MATTER NOW, AND CONFIRM IN WRITING THAT ALL MY CANCELLATION MONEY ($8583) BASED ON CANCELLATION DATES OF 12/26/23 AND 12/28/23 WILL BE REFUNDED TO ME WITHIN 30 DAYS.
Business response
04/10/2024
Good morning , we apologize for any inconvenience the cancellations have been submitted and I have contacted our warranty administrator to expedite and give me a date that the funds will be issued to the lender .

Thank you
Customer response
05/08/2024

Complaint: 21549875

I am rejecting this response because:
Thank you for the response. Yes I would appreciate that. This is what I sent to the General Manager of the dealership on 4/29 and have yet to receive a response.
I see that the following packages have been credited for a total of $5735.
GAP $1200
PPM $2985
VSA $1550
I am still waiting on the following cancellations for a total of $2938 outstanding. The paperwork for the cancellations and service agreements are attached.
Lojack                                                                                   $999
Tire and Wheel                                                  $1340
Lithia ************** Services     $599

Sincerely,

*****************************
Business response
05/09/2024
The cancellations and refunds have been submitted to the lien holder.

Thank you

Customer response
05/09/2024

Complaint: 21549875

I am rejecting this response because: there are still 3 cancellations outstanding that have not been completed totaling $2938.
Lojack $999
Tire and Wheel $1340
Lithia Driveway Valet Services $599

Sincerely,

*****************************
Business response
05/15/2024
Good Afternoon, All cancellations and funds have been sent to the lien holder .

Thank you
Customer response
05/18/2024

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.

Sincerely,

*****************************
Initial Complaint
02/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On January 24,2024 I tried to purchase an 2017 yukon from Mazda of ****** Chapel. A internet manager named ***************************** and a sales specialist named ******************* both told me I was approved for the truck on the 25th of January and which I than proceeded to wire a deposit of $1,500.00 on the 26th of January. On January 28th the loan did not go through and ******************* told me the truck was already sold and I needed to called back Monday morning to get my deposit back. As of February 10th I have not received my deposit of $1,500.00. I called multiple times to get my deposit back, ******************* told me on the 5th of February my check was in process and it would take 2 to 3 business days to get back to me. Today (February 10th) I talked to ******************* and he told me that my check was never mailed/processed out too me. I am attaching the important documents to back up my claim. Thanks
Business response
02/12/2024
Good morning , we apologies for the time it has taken to refund the funds. The request has been submitted to accounting and the customer should receive his funds in the next 72 hours.
Thank you
Customer response
02/13/2024

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.

Sincerely,

*************************
Customer response
02/16/2024

Complaint: 21276552

I am rejecting this response because: I check on the status on my downpayment of $1500.00. Can you please tell me the date it was process and mailed out. Also give me a expected date that it is going to process and mailed out? I need the downpayment back to put down on vehicle.
Sincerely,

*************************
Business response
02/19/2024
Good morning, the check was cut on 2/17/2024 and mailed on 2/19/2024

Thank you
Customer response
02/22/2024

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.

Sincerely,

*************************
Initial Complaint
12/18/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
Hello, I want to file a complaint against Mazda of Wesley Chapel, 26944 Wesley Chapel Blvd, Wesley Chapel, FL 33544 for a fraudulent, deceptive, and unethical services. On 10/09/2023, I bought a 2015 Nissan Pathfinder SL 4X4 (VIN No: *****************) from Mazda of Wesley Chapel for $17,373.07 (see attached 1. WESLEY CHAPEL - Retail Purchase Agreement). During sale I was promised that all known issues in the Nissan will be fixed. Total four issues were discussed and documented. 1. Engine coolant reservoir was empty (may be due to leaks or other issue) 2. Transmission stuttering at low speed. 3. Noise from the roof due to lose weather strips / drain rail 4. Navigation system needed latest updates. Mazda of Wesley Chapel fix the issue No 1 related to Engine coolant by flushing and refilling the system (see attached 2. WESLEY CHAPEL - Lithia Invoice) Mazda of Wesley Chapel is refusing to fix issues No 2, 3 and 4 by giving all kinds of excuses. I spoke to Baird King – General Manager, Josh Bremner – Sales Manager and Marty – Service Manager (see attached email trail - 4. Gmail - Mazda Of Wesley Chapel - Very disappointing experience). As transmission started making noise, I have to take the vehicle to a local Nissan dealer (Nissan of Bradenton) to get it fixed. (see attached invoice no ****** for $296.88). Nissan dealer gave me a quote of $1,593 to fix the issue no 3 (replace weather strips / drain rail) for parts and labor (see attached - 3. NISSAN Of Bradenton Invoice). As Mazda of Wesley Chapel is not fixing the issues, I expect Mazda of Wesley Chapel to refund me the amount ($296.88 + $1,593 = TOTAL $1,889.88) so that I fix the issues at the local Nissan dealership. Thank you, ********* ***** ** ******** **** ***** ****** **** ******** ** ***** ******************* **** * ************
Business response
12/18/2023
********Good afternoon, we are familiar with *** ********* ***** ******** and have reviewed his complaint as the customer is aware he signed a we owe form stating we owed him nothing. He all so signed the state of Florida document stating that he was purchasing the vehicle as is. The customer was all so given the opportunity to purchase an extended warranty for the vehicle and chose not to do so. It is unfortunate that *** ******** is having issues with the pre-owned vehicle we are very diligent in offering our customers the opportunity to purchase extended warranties where they are applicable.

Thank you
Initial Complaint
12/12/2023
Complaint Type:
Product Issues
Status:
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.
I bought a car from them via Driveway( their parent company). After ten days, the car wouldnt start.
Business response
12/12/2023
We are reaching out top customer now, to see how we can assist the customer to get his vehicle running.
Initial Complaint
12/06/2023
Complaint Type:
Order Issues
Status:
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.
On 11/19/2023 my wife and I went to Mazda of Wesley Chapel. After approx. 5 hours with *******************, we agreed on an Out-the-Door final price, inclusive of all taxes and fees, of $25,751. The check engine light issue acknowledged by ***, who assured us they would rectify it the following day. We finalized all paperwork with *****************************, the Finance Manager, with whom we spend 2 more hours.We settled on 8.2% for 84 months. We opted only for GAP insurance cost of $1,000. A $3,000 down payment was given for the loan to be $22,751.0 + GAP. We digitally signed name and initials, but not all docs were disclosed, numbers were not shown, ***** said monthly car payment be $440, and were handed a *** purportedly with all documentation. However, upon inspection, the *** was empty.Concerned about discrepancies in the monthly payment, lacking copies of the docs and with an empty ***, I went back the following morning. ***** pledged to print all docs for our review to address the payment concerns. After, he consulted with Manager *****************, displaying a negative demeanor, reluctantly agreed to cancel the added insurances and left. ***** conveyed to cancel 3 insurance policiesGAP, Prepaid Maintenance, and ************* Presenting a form for my signature, assured us that the cancellation process was completed. After, we took the initiative to fill in the details; When brought to *****'s attention, he assured us the form was correctly filed. When Asked about the inflated charges, ***************** left abruptly during our recorded conversation without providing any answers, or docs.Went back the next day to find same lack of cooperation. Manager ***************************, very rude, said ***** was not there. Upon reviewing the docs, I was given a ***, ***** had added insurances without providing any recourse for resolution. Neither the finance manager, nor anyone else willing to help. The situation was left unresolved. Please cancel all extra Ins, charges, just leave agreed Loan of $22,751.01
Business response
12/07/2023
Good morning, we would like to thank ************ for his business and the cancellation form has been submitted to refund all products to the lender. This may take up to ******************************** the unpaid balance of the loan.
We apologies for any inconvenience.
In closing ************ should understand the ******* law is very clear when it comes to recording conversations. ************* it a crime to record wire, oral or electronic communications unless all parties to the communication consent. The **************** requires two party consent.

Thank you
Customer response
12/15/2023

Complaint: 20955635

I am rejecting this response because: I need documented proof of the cancellation of all charges outside of the agreed $25,751 out-the-door price. The resolution to this case will require Mazda of Wesley Chapel to honor the agreed out-the-door price of $25,751, where the car loan amount is of about $22,751 in total after my $3,000 cash down payment.

Sincerely,

*********************
Initial Complaint
07/06/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I visited the Mazda of Wesley Chapel on June 27 at 12pm to service (oil change and tire rotation) my 2021 Mazda CX5, which I bought from this dealership. When I walked into the service department, the guy at the desk was helping a White female. I waited and approached him when he was done. He rudely said that he wasn't able to help and that I needed to wait for someone else. I waited for another person to show up, and I was helped. In the meantime, another White customer walked in and the guy who refused to help me the first time, assisted her right away.I waited almost three hours for my car to be serviced. People who came way after me left way before me. I was literally the last person to have their car serviced. Mind you that all the customers I am referring to are White, and there weren't enough customers that day to warrant a 3 hour oil change. Also, my tires weren't rotated, which is something I was charged for. I put a small sticker behind the back tire each time I go in for a tire rotation to verify that the back tires were moved to the front. The back tire with the sticker was not moved.I was sent a survey a day later. I filled out the survey and shared my experience. I mentioned that I was discriminated against, because the only reason, that I can think of, that can explain why the guy refused to assist while he assisted White customers and also for the 3 hr. oil change, was because, well, I wasn't White. I received a call from the General Manager, *********************, on 7/5/23. The first thing he expressed his extreme displeasure of my assessment of "his" staff. When I told him that he should focus on listening to the customer, he told me that I wasn't welcome at the dealership anymore. Mainly because I called his staff incompetent (in the Survey), and because I mentioned discrimination in my review. Mind you that I spent $35k at this dealership, which now refuses to service my car ( a product) that I purchased from them in the first place.
Business response
07/06/2023
We will not be dealing with this consumer any further. He filled out a survey and we called to talk to him about it but he was extremely rude and has made racist and unacceptable comments to our employees which we will not tolerate.
Initial Complaint
04/27/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I went to buy a newer vehicle with updated safety features from the 2013 Buick Verano that I outright owned. I told the salesman and then later *************** that I am 63 years old single female and needed updated safety features. They sold me a 2019 Kia ******** that has NO updated safety features and does NOT even come with a spare tire. When I went to the finance manager to finish the paperwork, I discovered there was no paperwork. I sign a small electronic pad and could not see what I was signing. Afterward, I was given a thumb drive instead of a copy of the papers. I was informed that two, 2, extra contracts were added to my loan at 23% interest. I went back to the dealership, I spoke with the same finance man and his response to me was "Oh well. you can try to refinance the loan after you cancel the contracts. That process takes **** weeks."I have a vehicle that does not have ANY updated safety features. Not even a spare tire! I need some help. I cannot afford to pay 23% interest on something that I said NO about and then was told "Oh Well". This cannot be legal.
Business response
05/02/2023
************************* sent in a auto-fi application regarding this vehicle because she totaled the new car that she purchased at the end of 2022. She made more than one trip to the dealership before we finalized all of the paperwork which is done electronically 100% of the time. Everything was explained and discussed including the coverages and interest rate that the bank was offering. We did everything 100% compliant with the laws set forth by the ****************.
Initial Complaint
01/11/2023
Complaint Type:
Customer Service Issues
Status:
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.
I purchased an used vehicle in the Mazda of Wesley Chapel dealership on December 3rd 2022.My complaint is that the dealership put a hidden item standing for the "*********" service as part of the total sale price, which was not offered to me as part of the agreed sale price for the vehicle purchase.And once reading the contract of the mentioned service for the "*********" service, they state that there is no way to cancel the service to get a pro-rata based refund in the ****************, which was my intention.I would like to ask the BBB assistance to help me to cancel the mentioned service and having a pro-rata refund to me. Thank you.
Business response
01/25/2023
We agreed to an out the door number with this client, $***** was the agreed upon purchase price out the door. The the price that we are at out the door is *****. The Nitrogen contract is non cancelable or pro-ratable product. We have kept our agreed upon purchase price.
Customer response
01/25/2023

Complaint: 18719973

I am rejecting this response because:
- In my original ***************) what the dealer did in my particular case would be defined as a "combined sale / tie-in" meaning a illegal practice then, by adding the hidden service as part of the total price of the purchase.
What I have to say is that I'm very disappointed with the dealer and with the brand (Mazda) as well, because every dealer is supposed to work aligned with the sales practices guided from the brand.
That said, I'm considering to not choose the dealer/Mazda in any future car negotiations.
Sincerely,

*********************************************
Business response
01/25/2023
Lithia Mazda understands that the consumer does not agree with our response. We would like to thank you for purchasing your vehicle here and we are sorry you do not agree with our position but unfortunately that is our policy. Thank you again.
Initial Complaint
01/10/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
I purchase a used 2016 ****** Sentra (*****************) on July 16, 2022. I was not notified of a title issue with the car. This car was in an accident and totaled on 9/30/22. The insurance company and state trooper notified me of the title issue. DMV notified me that title transfer was cancelled 2 weeks after my purchase. Multiple calls from both the lienholder and me have not been responded to. Dealer will not respond to messages from either of us. This title issue has been outstanding for 7 months with no resolution.
Business response
01/11/2023
To whom it may concern

We are aware of issue and working on solving it, However we have called the customer few times and have not heard back.
We are willing to buy the car back basically and pay her back for what she paid for the vehicle, However i have not be able to get a hold of her

The problem will be solved here soon
Thanks

***********************
Initial Complaint
12/16/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Lithia Wesley Chapel Mazda in my opinion misrepresented the vehicle I purchased from them. Not only did they misrepresent the physical aspects of this vehicle, but they also misrepresented the extra warranty I purchased. I was told several things that were not true. I signed things that presented one way on the screen and then once signed on the kiosk separate from the computer screen, presented a completely different way. I was unable to see any of this switch of information because all of my documents were on a flash drive. I didn't find out until later about the switch. i.e. (I declined donating to a charity, was showed my negative response on screen, signed the kiosk and the documents on the flash drive represented that I donated $105) I was told all the fluid was changed and topped off and that all working components such as the breaks were recently changed. I found later when doing the oil change (because they misrepresented the warranty, I was told maintenance would be included in the warranty) that the oil filter and more than likely the oil hadn't been changed since June 2022. My complaint is more in depth and detailed, therefore, I have uploaded my complete complaint and supporting documents.
Business response
01/11/2023
I would like to thank you for purchasing your vehicle at Mazda of Wesley Chapel. We have a chance to review the photos you sent as well as the photos of the vehicle while on the lot. The damage is shown on the vehicle in the photos on the lot as we marketed the vehicle. We do our best to correctly represent the vehicle online. I understand your concern but with the damage being shown online we are not prepared to fix the lower panel. Thank you again for choosing Mazda of Wesley Chapel.
Customer response
01/11/2023

Complaint: 18595421

I am rejecting this response because:
this is the same response given to me last time. You can not see the damage in the pictures that were posted online. I have asked many people to try to find the damage in the photos that were posted. Once i show them and tell them where it is. They think that it was just a shadow from the trees. The photo has to be zoomed in all the way to even see the damage. It is not easily seen nor was pointed out to be when the car was being shown to me. It was not mentioned in the post. It barely shows any type of damage and seems like it was hidden.
Sincerely,

*********************
Business response
01/12/2023
We are sorry you do not agree with our response unfortunately our position remains the same.

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