ComplaintsforLithia Mazda of Wesley Chapel

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September, 2022 I bought a car from this dealer through driveway.com. The car shipped to our state and was parked at our local Lithia dealer while we finished the buying agreement. After all of the paperwork was completed, the local dealer began driving the car to us for delivery. On the way the check engine light came on. They drove it back to the shop and determined that the transmission was bad and the car unfit for sale. We contacted driveway who refunded our $500 deposit, but they told us that Mazda of Wesley Chapel would need to be contacted to get back the $9500 downpayment. We started trying to call them September 12. When we finally got a hold of the ** it was September 23, he assured us that he would handle it and we would hear from him Monday afternoon. No call. We called that evening and his line went to voicemail. He didn't return our call. Today, September 27, we've been trying to call and no on answers at all. We can't buy a new car until our downpayment is returned.

  

  Business response

  10/03/2022

  This issue was mostly created because our accounting was closed due to Hurricane ***, Yet this is unacceptable.

  It has been handled and the check was overnighted to customer at 4:30 PM today 10/03/2022 and if ***** gets to it tonight then it should be there tomorrow otherwise it will be there by 10/05/2022

   

  Thanks

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

  Mazda of Wesley Chapel

  General Sales Manager

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

   

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Feb 26 2022 , I purchased a **** corvette from Mazda of Wesley Chapel - the dealership advertised the car with ****** miles on it - the Carfax indicated the same mileage - as did the car. We finalized the sale paying $17,500 - I paid $10,000 cash down and financed the rest. Within 4 months I paid off the car- went to the *** In August and paid for the printed title. The title had all the correct information on the corvette- except the odometer- Vin # matched. The issue is with the mileage - Odometer Mileage on the title is ****** miles- a ****** mile difference from the ****** on the car . I immediately reached out to the dealership to let them know of the discrepancy- sent them a picture of the title - they said they would give it to accounts to correct. A month has gone by and I have texted the sales associate ***** a number of times to get an update - said he sent it to accounting- I called and spoke to Finance Dept/ they sent the information over to accounting again. I went to there internet site - on chat provided information again - they called the same day and said they would give it to management- As if today I have not been called back with an update. I am making all the calls - I may be looking at selling the car - but I can't with because of the title mileage issue. The title is the legal document that the buyer and seller sign. The value of the car is tied to the title. Big difference of a **** corvette with ****** miles to a title showing ******. Approximately $10000 I would lose in profit The dealership is responsible to verify the title before selling it - They failed and sold me a car under false pretenses .

  

  Business response

  09/20/2022

  We apologize for the inconvenience this has caused .The cooperate home office is working with the client and our title team to correct the title, we will give ****************** status updates as we get them.

  Thank you,

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

  Customer response

  09/20/2022

   
  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

  08/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 15th, 2022 I went to Wesley Chapel Mazda to execute a lease buyout option for my wife since the lease will be ending soon and the equity was positive. Unfortunately, Florida leasing laws are a gray area with buying out leases, so I went to the dealership to try and do the right thing. My lease agreement AND the payoff quote from Mazda financial stated that to buy out the vehicle, it will cost me $22,640.40 to $22,725.68 + state tax and official fees. However, my lease contract gives clear examples of what constitutes an official fee (taxes, tags, licenses and registration). It says NOTHING about inspections, doc fees of $999 and other add-ons this dealership tried to charge me for. Wesley Chapel Mazda gave me and my wife a quote of $26,412.98 which immediately raised a red flag for me. I told them that the only fee I conceded is reasonable is the state tax on the residual value and possibly SOME of the tag fees but they seem blown out of proportion. Their doc fee of $999, inspection fee of $499, Tag Agency fee of $198, and Tag Fee of $449 seem inflated to make a profit off of an uneducated consumer. When I expressed my concern, they simply told me that is what the cost of the transaction and "doing business" is. I then told Wesley Chapel Mazda that I will be getting a second opinion to which they then tried to negotiate some of these fees. I left and went to Ferman Mazda in Brandon who quoted me $700 less at around $25,700 to execute the lease buy out as well. It was at that point I knew both of these dealerships are trying to profit off of me and engage in illegal activity. Attached is all of the supporting documentation. All I want as a resolution is to purchase my vehicle at 22,725.68 + appropriate sales tax with 0 marked up fees for titles and tags. It is ridiculous how Florida allows veterans to be treated in the way.

  

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/08/26) */ State of Florida Requires to do an Inspection on every vehicle before leaving the Lot and Because of that there are Inspection fees on top of Taxes and Dealer fees. No one wants to pay extra fees, However we are not the one who put rules and laws in place, We just follow them. Consumer Response /* (3000, 7, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response of this business. My lease agreement from Mazda says nothing about inspections and doc fees at the end of my term to initiate a buyout. It does list official fees but specifically calls out taxes, titles, registration , etc. The Consumer Leasing Act of 1976 explicitly states I cant be charged with phantom fees on the back of a lease agreement especially when it is not listed on the agreement. The 700$ difference between Mazda of Wesley Chapel and Brandon shows that this is subjective and you as a business are being disingenuous. When I was concerned about the price you were willing to negotiate the price of the overall buy out. So I really don't see how this is rule following. In my opinion, you are trying to take advantage of the situation.

• Initial Complaint

  03/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello Need your support honoring our agreement during the purchase about the couple of mechanical problems that needed to be resolved - which the $1600 reconditioning charge I paid should have covered it - The AC button is still flashing - blowing warm air - Also - a new issue. Half way in my trip the "check gauge " light came on - noticed the gas gauge went to empty. Low Fuel light indicator flashed - concerned I was loosing gas I pulled into gas station - put gas in - the tank was full. Might be the float in the gas tank stuck ? I asked you a number of times to provide me with a service inspection that you did on the vehicle before offering it for sale to the public That was never provided - indicating that you did t do a complete mechanical inspection that would have found the failed issues. I let you know during the test drive my concerns of the failures - you assured me they would be taken care of. You have a service order stating it was repaired. That was false plus other issues have popped up that is isn't working properly. I want the car to be inspected- all electrical and mechanical to find any failures and repaired

  

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/03/12) */ To whom it may Concern As we all know, People can go online and write anything they want and then expect to make it a Reality. our agreement was to fix the AC on the car and I thought this issue was handled by service department. I will fix the AC on your 1998 Chevy Corvette that you purchased AS-IS. Not Sure why Customer even wrote to BBB when it was appointment already set in system to bring the car back to us to look at it and have it taken care of. We are looking into the problem and will notify the customer. Thanks Shawn H. General Sales Manager Mazda of Wesley Chapel Consumer Response /* (2000, 7, 2022/03/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Dealership fixed what was requested - The major complaint was that the Dealership/Service Dept didn't provide an inspection showing what was looked at before placing the car on the lot for sale. I requested the document a few times - never was presented- i would have thought they would complete this to verify it was safe to drive . At this point I am satisfied with the purchase

• Initial Complaint

  02/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dealer was notified of past loan due to JP Morgan chase not paid by the dealership. On 10/23/22 we moved from a lease to a lease buyout and a new loan with Toyota financial services for the same vehicle. In January I heard from chase that they never received the payoff check from Mazda. While I was already making payments on the new loan. I notified Shawn H***** on 1/7/2022 and requested this to be handled promptly as it was impacting my credit score and for the proper documents to be send to credit reporting agencies Payoff check was not mailed out until 1/18/2022. I requested Shawn h***** to ensure the proper documentation and letters are sent to all credit reporting agencies. On 2/1/2022 I again requested for the general manager Shawn to send the proper documentation and requested verbal confirmation this was completed. On 2/8/2022 we received a letter from pasco county tax collector that our payment for the registration renewal was being returned due to a pending EPS status flag from the dealership which must be released prior to renewing the registration. We notified Shawn h***** on 2/15/2022 and he let us know he would not be back in town until 2/17/2022 to sort this with accounting. We are in the market for a new vehicle for my husband ***** ******* ** who was also on the previous loan as a co-sign, we need to purchase a new vehicle immediately due to a sudden accident. Both of our credit scores have been negatively impacted exponentially and this will increase the interest rate we receive from a bank on our new loan but we cannot be out transportation. It has been 40 days since this issue was reported- we have been blown off by the dealership and general manager. We are looking at interest rates upwards of 11-25% on a new vehicle bs 4-6% due the impact of our credit score. Myself, ****** ******* and ***** ******* ** are expecting our credit to be resolved as well as compensation for the penalty this has on our new vehicle purchase that was not our fault.

  

  Business response

  04/01/2022

  Business Response /* (1000, 10, 2022/03/12) */ To whom it may Concern. our accounting missed paying the loan of on time and we are working on getting Mr and Mrs *******'s Credit Repaired. I have already opened the case with Credit Bureau and Working on Resolving the Issue Thanks Shawn H. General Sales Manager Mazda of Wesley Chapel

• Initial Complaint

  01/31/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a $50k Mazda CX-9 back in December 5th 2021 The car did not have any mats in place. I was promised a set of mats within few weeks. I have called and seems that there is no answer from the dealer I want to have a purchase complete and my car should have all the mats. There is a piece of Paper that states that they have This pending. Please assist. Thanks so much

  

  Business response

  01/11/2023

  We are reaching out ***************** to resolve this problem.

   

  Thank you,

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

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My elderly, mentally and physically disabled father purchased a vehicle two days ago from this location and was under the impression that he purchased the car for $10k. My mother found the paperwork and saw that he had purchased the car for $35k. They brought the vehicle to the dealership to return it today and was told my "Shawn" that my dad was of sound mind and they can't "get everyone's mothers permission" to sell a car.

  

  Business response

  12/21/2021

  Business Response /* (1000, 5, 2021/11/30) */ Thank you for your feedback on this matter. *******, Your father walked in here with his friend on Friday November 26th, He requested to test drive a jeep and after that he sat down to negotiate with us, Him and his friend both negotiated the deal to get it to where he wanted it to be. I can appreciate your Concern about your father, However we cannot refuse to serve him, Your father was here for 6 hours and never once mentioned anything about him not being able to make a decision by him self. He also went to the bank and brought cash back for down payment. At this point I would offer you to take advantage of our exchange program if interested. Thanks Shawn H. Consumer Response /* (3000, 7, 2021/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The final negotiations occurred behind closed doors - a negotiation that his friend did not participate in. The price discussed prior to entering the room was higher than the one his friend overheard. He went to the bank to bring $10k to the dealership to purchase the car, not as a down payment. Individuals with mental impairments do not typically mention their disability to strangers; particularly in situations where they feel more likely to be taken advantage of. At this point, I encourage you to have management return one of my several phone calls. Business Response /* (4000, 9, 2021/12/07) */ I have paperwork that shows otherwise, it shows that your father was negotiating to get to the payment. we did everything to our power to get to where he was comfortable to payments that way he can afford the payments. I have tried to call your father on the (Phone number) that we have in our system and have not received any call back Thanks Shawn H. Consumer Response /* (3000, 11, 2021/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Shawn, The paperwork shows highlighted areas for him to locate the lines requiring his signature- there aren't meeting minutes attached to the sales contract to indicate his presumptions during its execution. He said that no one has called him; it is possible that he doesn't remember you calling since he has a documented cognitive impairment.. However, my mother in law, mother, and my phone calls and e-mails have all gone unreturned. In fact, your receptionist stopped answering my calls after transferring me to the Hyundai dealership several times in an attempt to thwart my communication with management. We've been blocked from commenting on your Facebook page. My mother stood outside the Mazda Wesley Chapel dealership for several hours last week without any luck of gaining a manager's attention. Not only has his caregiver not been communicated with, your organization is activity preventing communication. It is not unreasonable to ask to return a used car. It hasn't been driven since he took it home. Accepting it back is the right thing to do. I can understand you wanting to close a deal and collect commission after spending 6 hours with a customer, but it doesn't take longer than 10 minutes to recognize that he can't hold a thought. You knew what you were doing - and if you didn't, then you're in the wrong business, Mr. H. You're either the reason car salesmen have a bad reputation or you're not good at your job. As for "comfortable payments," I hope you have a lovely time spending your commission this holiday season knowing the retired couple you sold a $40k car to has half that amount in their bank account.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a new car (Mazda MX5 $39, 185,20) on April 20, 2021, not only a new car, I also purchased an Extended Warranty ($2,200.00) and a Tire Warranty ($900.00) both included in total cost of car above. However, at the time of contract signing I was charged $500 for an oil change service I clearly stated I did not want. I have been to the dealership 3 times to discuss this, have sent multiple emails to the Finance Department and the General Manager and still have not received a credit to my account for the $500 charge. I have brought this to the attention of my sales person Larry S., the Finance Staff Bradley W. and Amanda O., the Sales Manager (Rob) and the General Sales Manager Shawn H.. On my last visit to the dealership in early August, General Manager Shawn H. promised me he would issue a credit of $500 to my account, he has not answered my emails or calls and no credit has been processed as of today. Thank you, ******* ******, Palm Harbor, FL XXX-XXX-XXXX

  

  Business response

  11/11/2021

  Business Response /* (1000, 5, 2021/11/10) */ To whom it may Concern The Maintenance package that she purchased has been cancelled and the Refund is going back to Lien holder. This has taken longer then it should and my understanding was this was handled. I have checked with Mazda Financial services and they have all the document needed and should not be much longer. Thanks Shawn H. Consumer Response /* (2000, 7, 2021/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a phone call today regarding this issue, Angela M. of Mazda of Wesley Chapel filled out the necessary paperwork on 11/10/21 to cancel the $500 offer for Oil Changes and back-dated the document to May 1, 2021. The document was signed by the General Sales Manager Shawn H.. Ms. Mock also stated that upon receipt of this document, a credit will be issued to my account, reducing the balance due by $500 and that it could take 4-6 weeks to complete. I received an email copy of the cancellation form which I am attaching. I feel confident that a credit will be processed on my account. Thank you very much for your assistance with this matter.

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