Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to the dealership on 2/18/2025. Let them know upfront about how I did not bring paystubs but could get them immediately, After being misled by every employee/manager, after I put down the 6000 dollars I was told that I could not drive off without proof of income. If that wouldve been said at the beginning, I wouldve left and came back with paystubs. Anyways I asked for a refund and got what I thought was proof. Fast forward 10 days, I still have no refund. I am told that I can come back to the dealership and since it was still processing they could get me the car. I come back, they have no idea where my 6000 dollars went, I called my bank and they said no refund has been processed. Finance manager ****** called whoever their merchant was, still couldnt give me an answers, and says they have to call their processor. Still waiting on an explanation as to where my money went/ a refund for my money.

  Business Response

  Date: 03/17/2025

  Customer refused to bring back paystubs the next demined a refund back to his card then came back 3 days latter with stubs to buy car and money was already refunded can take up to 7-10 days depending on his bank back to car from our end and was not in his account again he was not willing to wait for money to hit his account to take the car.

   

  ***** ******

  General Sales Manager

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a 2022 *** sorento from Mazda WC. It had a crack in the right front passenger windshield. I was promised that it would be repaired or replaced with the purchase and this in writing. The company ******** glass came out and as far as I can tell, didnt do anything the crack is still there. It doesnt look good they said Mazda would have to re-authorize them coming back out to do it again. I called five times with no return call finally went to the dealership to talk to my sales person ****** and he said he would his manager call me which he never did. I called Suncoast glass myself, and they said that it cant be repaired more than one time and I told him it was never repaired so basically I still have a crack in my windshield of the car that I just bought that it was promised it would be fixed. My other complaint is they refused to take my down payment because Im assuming they get some sort of kickback on the loan amount with ***********. SoI had to pay extra money to refinance to get a decent interest rate when I was already preapproved to get a loan with **** which I let them know about ahead of time, and then I wanted to go with my own bank. They refuse this. They also said I had to get low **** on the car, but as far as I can tell, I have no proof that it existsand I cannot get a discount on my insurance for it . I would like the windshield fixed or replaced and I would like the money back for the low **** that I do not have and I would I like the money back that I had to pay to refinance about $300 but I can confirm because I had to repay for the title transfer tax and tag fees.

  Business Response

  Date: 03/17/2025

  Customer was promised a repair on the glass not a replacement we fulfilled our agreement is customer is stating she does not have lojack please welcome he in for ** to look at the car. no refund! 

  ***** ******

  General Sales Manager

• Initial Complaint

  Date:02/27/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a vehicle from Mazda of Wesley Chapel on August 26, 2024. We financed the vehicle through Lithia Driveway Finance. They sold our loan to *******. We paid the loan off in full with ******* and went to get the title, but they said there is a lien on the title with Lithia Driveway Finance. We have contacted Lithia Driveway Finance as well as Mazda of Wesley Chapel multiple times and either get cut off or nobody answers the phone and they do not return voicemails. We have emailed multiple times as well with no response. This has been going on way too long. We still do not have the title, so we need to have this issue resolved immediately. All that Lithia Driveway Financing has to do is clear the lien from our title. The vehicle is a Grey 2022 Mazda CX5.

  Business Response

  Date: 03/17/2025

  Our title department is working to remove driveway lien.

  ***** ******

  General Sales Manager

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22995713
  
  I am rejecting this response because: This should have been done a long time ago. The fact that we do not yet have the title is unacceptable. We have since learned from our local tag office that the additional lien on the title has been cleared and that the title has been printed. I would like to know a specific date we can expect to have the title in hand. No ambiguous, open-ended responses.
  
  Sincerely,
  
  *** ****

  Business Response

  Date: 03/18/2025

  This response was taken verbally by BBB:

  There was no lien on the vehicle. We will be overnighting the title work to him today. This should resolve all issues.

  Customer Answer

  Date: 03/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  

  We received the title today so no further action is needed.

  Sincerely,
  
  *** ****

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good afternoon,I recently purchased a 2024 ****** Corolla SE at the Mazda at Wesley Chapel on 2/21/25. I wanted to submit a formal complaint to the dealership and to Finance Manager ***** ******* for deceptive and illegal business practices. Specifically at ***** Wesley Chapel Boulevard, Wesley Chapel FL 33544.There was extended warranty paperwork submitted without my knowledge that included an extra $2,575.00 that I didn't review on the digital tablet and never saw a paper copy, yet my digital signature was placed on the tablet. I had no knowledge that I was signed up for a gold package or that there were levels to other packages.I was told that in order for me to qualify for a 5% interest rate with the loan lender and to secure the loan I needed protections or else my interest rate would be 9%. I asked 3 times if this was an extended warranty and that I wanted no warranties. He said no that it's to secure the loan or else I'd be paying interest that would equal the same monthly payment and it also included oil changes. I never saw paperwork or received any pamphlets on this.I was given a flash drive and I reviewed it on 2/22/25 and found that I was signed up for a $2,575.00 Gold package and a $1,500 ************ change cost now that I was able to review the documents after he signed them for **** also noticed that my loan terms and length are different than discussed with the Salesperson vs. the Finance Manager. I negotiated a 72 month loan term but instead was placed on an 84 month loan term that now includes these extras.I went in to cancel the Extended Warranty on 2/22/25 to discuss this with ***** *******. Now that I found the extra $1,500 oil change I want to know if my cancellation request of the $2,575 Gold package included the cancellation of the $1,500 oil change also? Let me know what additional I need to make sure that portion is cancelled as well. Here is a copy of the cancellation request below. I'll also be working with the BBB.

  Business Response

  Date: 03/17/2025

  Customer came in requested to remove all warranties wee filled out a cancellation letter process can take ***** weeks to reflect on his account 
  this was already handled.

   

  ***** ******

  General Sales Manager

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10-16-24 ********* to Wesley Chapel Mazda 4 replacement current was totaled by flooding due to hurricane ******. tested and settled on 2022 Mazda & was prepared to **** back home in order to enter sell orders on stocks and then return with cashiers check or do wire transfer Salesman **** turned me over to finance person ***** ****. I put down $4000 to hold the vehicle until I could gather funds ***** said I could take car that day & would also throw in lifetime oil changes. a full extended warranty I could cancel any time, and or pay off any time and maintain those benefits PLUS be able to drive the vehicle home wihtout need to return to do more paperwork. I could take up to Nov ************************************************************************** person on 11-21-24 the same day I heard from the local ************* ***** . Both assured me the situation form to request the reversal indicated it could take up to 2 months st Additionally vehichle had infestation of cockroaches. I took care of finding an exterminator finally ***** reimbursed me called him Jan 21 to thank him for having the credit card processed & find out when the paperwork would be done on the reversal At that same time I told him I would appreciate a full interior detail cleaning I suggested Jan 31 as he wanted to be present & Saturdays too busy . When got there Jan.31 they acted as if I was not on the schedule but would let ****** know sat for an hour I asked discovered he was not even there so noone aware. Finally someone jumped in and tried to do the right thing, whch left me sitting uninformed for another two hours.We needed to check cargo space which revealed the glue traps still there same with glove box not cleaned. I just want contract for cash free and clear title and funds to get cleaning done elsewhere. (Had to shorten this)

  Business Response

  Date: 02/10/2025

  We detailed his vehicle as promised, cancelled warranties and refunded for the claim of cockroaches and his ***** Thank you

  Customer Answer

  Date: 02/16/2025

   
  Complaint: 22900730
  
  I am rejecting this response because: I am having difficulty believing that a full cleaning was done when the condition that the vehicle was returned to me is shown in the photos attatched. 

  It is my assertion that only a couple glue trays were removed and the front windshield was wiped as new streaks were added to the glass.  I had inspected the results with Sales Manager Mo Fahda and he assured me that it had been cleaned, rather than contacting the service department to confirm, he stood by his false statement.

  I would like to receive funds enough to find an independent vendor  to take care of this issue.

  As far  as the paperwork is concerned, I was able  to track the package I returned to ***** under tracking # ************

  Which ***** shows as: 

  DELIVERED
  
  Friday1/10/25 at 4:19 PM
  
  Signed for by: *.******
  

  I have no additional tracking numbers but the local manager from ******* , ***** at ************ reached out to me to assist and up to Feb.14,2025 states my paperwork has not hit their system. I have offered to resend from me directly to him but there is an administrsative step, info, signatures that WCM needs to have done. 

  Based on my experience of non retutrned phone calls , I have given up trying to get WCM to answer me and do the right thing. 

  I suggest that WCM do one final search for the document and get it handeled, Or start the process all over by sending new paperwork and ***** envelops , but with instructions that myself, ***** and now you folks at BBB be contacted at each step along the way. 

   

  Unfortunatrely your system rejected my photos.

   

  Sincerely,

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

• Initial Complaint

  Date:02/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2021 *** stinger on December 31st, 2024. My situation was a bit different than most as I was moving out of the state the following week, but they assured me they could get the vehicle titled and registered in *****. Fast forward to today, Feb 1st, the state of ***** has no record of the vehicle being titled or registered here at all. I still do not have the title for the vehicle that I paid for with cash, and ice now made 14 calls to the dealership only to get called a "nigga" by one of the sales **** and get constantly sent to voicemail and hung up on. I'm unable to get my Texas Drivers License at this point due to the fact that you must provide proof of ownership and proof of Texas registration when applying for it, so I will soon be unable to legally drive in this state due to the dealerships negligence

  Business Response

  Date: 02/25/2025

  This response was taken verbally by BBB:

  The tag work is completed and we are now waiting for the state of TX to complete the registration and return it to us. Once received we are then able to submit it to the customer. Ms. ***** ***** emailed the consumer this morning advising of this information.

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged over the price of what the cost of the vehicle was. I was focused on how much the payments of the vehicle was and getting my payments under that and I was pushed and overwhelmed with the vehicle purchase that I missed that they charged me almost $2000 more than what the cost of the vehicle was. The advertised price of the vehicle when I did a reveal instant price of the vehicle was $22,695 and according to what the finance manager said I was being charged without their hidden fee of adding on their warranty even though I told them I didn't want it was over $24,000. I was charged the extra hidden fee of their "pro pack" and I mentioned I didn't want that and also mentioned I cannot use some of the features of it because of how far away I was and that they didn't even activate the tracking device on the car either. This car comes with it from the factory anyway, but they added an aftermarket device that they pay for 3 years of service for, but failed to activate it under my name. All in all I'm just looking to get the vehicle for the advertised price and be able to use the unlimited car washes at a place of my choice that isn't over an hour away and not mention today I called because I found out the car has a bad starter motor and no one was available to take my call to get it fixed and they said they don't do any diagnostic work on my car, they only do oil changes. I purchased the car 7 days ago and all of this should be fixed and rectified. They should fix my starter motor, and give me back my money that they overcharged me on at the very least and I'd like the service pro pack cancelled and get my money back on that too. I have contacted them 3 separate times on the overcharge and every time I was told someone will call me back and talk to me and the right person never did, so I got no where.

  Business Response

  Date: 02/10/2025

  I emailed the customer, will update when I resolve his concerns. Thank you

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22865160
  
  I am rejecting this response because:  I am formally requesting the protection package be cancelled and under Florida state law ******* I have the right to cancel within 60 days of purchase for a full refund and I purchased the vehicle on 1/20/25.  Meaning I'm requesting that amount to be fully reimbursed on top of the amount that we had discussed.  I have left the emails attached here to show the amounts and the back and forth we've discussed.  I've asked for this package to not be added on in the first place and not even 2 days later I was told this package was automatically added and cannot be cancelled even though I asked again.  After reading further Florida law allows it to be cancelled and I expect the be refunded the full amount instead of the original offer I proposed and was rejected on.  The total will then come to $5,829.81 based on what you offered to refund me on and the cost of the protection package give or take a few dollars.  
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 02/25/2025

  This response was taken verbally by BBB:

   

  This customer purchased an AS IS vehicle with no other extras but GAP. He was unhappy after his purchase and tried to renegotiate the price. We did make a goodwill offer to him but he declined. Nothing further will be offered. This is our final response.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22865160
  
  I am rejecting this response because:

  We are in the process of finalizing a deal that is shown in the emails here.  I skipped a few back and forth emails, but we ultimately landed on the deal I had laid out shown in the email.  I haven't received the check or confirmation that it was sent out yet, and I never received information as to how I will get my pip changes taken care of.  If I receive either I will follow up, if not I will also follow up.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 12, at 5:00pm I purchased a 2017 ******* Santa Fe for the amount of 999 dollars. Before purchase I asked the sales associate about a sound the car had if it would bring me problems, and he assured me it would not bring me problems. His exact words were I can not sell you a car that will bring you problems because the system will mark it and I cant sell a car the system marks which for this it did t mark ** told me the sound came from the vehicle being a 2017 and that the previous owner wouldn't do the oil change on time to just make sure to do the oil change on time. The , November 9th at 10:30am I brought my vehicle in for its oil chnage and was told the next oil change was at ******* miles. The vehicle currently has ******* miles is no longer turning on and was told by a Mecanic that due to the oil change not being done on time the motor is no longer working and the car will not function again until a new motor is placed. The dealer is not willing to work with me, I feel I have lost 999$ and now don't have a large enough for when I am supposed to give birth in 2 weeks.

• Initial Complaint

  Date:11/25/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Product specialist *** ********* decided to assist me further with documentation and signing off. Here during this process, the issues have begun. He offered me lifetime oil change with Mazda for $1880 Initially I was not interested in but later I decided to accept the offer. During the final signing of the contract, I reminded him that the odometer reading is incorrectly mentioned as ****** instead of ******. He convinced by saying that thats common and no need to worry about it.Later he offered me extended warranty *** for service contract for $1800 I accepted this as it might be additional benefit which could cover warranty. I drove off from dealer and re visited next day to collect my warranty documents. In the document it was still showing as ****** instead of ******, and the warranty was for only ****** Miles. I did not accept this as miles were mentioned incorrectly.Later Finance manager ***** ****** walks to me and handover one piece of document where he edited it to show ****** Miles. I was okay with it and walked away citing no issues.On 11/20/2024 I visited ********** Mazda, *******, Tx for regular oil change and here I mentioned that I had already paid $ 1880 for lifetime oil change with Mazda, and the representative Mr. ******** informed me that there is no such thing as lifetime oil change offer on my and to confirm he printed one document and it says the car mileage was ****** ( when I bought the vehicle odometer was ready ****** not ****** ) and its only one yr free oil change i.e. twice and he also prints me additional documents to confirm that he doesnt see any additional warranties on my vehicle. ******** also printed me a copy of Warranty information and it clearly shows that additional warranties has been mentioned as cancelled.Overall, *** ********* in Wesley chapel have lied about literally everything about additional extended warranty, lifetime oil change package and added overall additional amount of $3680 to my auto finance .

  Business Response

  Date: 11/25/2024

  Called the client twice and sent email to resolve this issue. I am waiting to hear back from the client?

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22597867
  
  I am rejecting this response because i only one call from  from ******** ****** with his Voice mail addressing the issue and he also said will try to resolve the matter and advised to contact him and send email . I did called back in evening but unable to connect with him and left VM , emailed all the required information to make them clearly  understand the issues. I am still waiting for his reply from the dealership.
  
  Sincerely,
  
  ******* *******
  
  

  Business Response

  Date: 12/12/2024

  I spoke to Pradeep today. We need to send him a few documents to sign to correct the mistakes and this will be resolved. ******* will verify this information. 

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22597867
  
  I am rejecting this response because: Thank you for sending the documents. I have reviewed and signed them as required, and have submitted them back to you. As per our conversation, I understand that the dealer needs to sign the warranty and resend it to me. According to **, it may take 2-3 weeks for the warranty to be updated. Once I receive the signed warranty from the dealer, I will verify the active warranty status with my local dealership. After confirming everything, we can proceed to close the complaint.

  keep me updated on the progress, and let me know if there are any further steps required from my side.

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

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22597867
  
  I am rejecting this response because:

  I emailed twice requesting for signed documents and also to resolve the issue related to Lithia lifetime oil change . I visited LIthia motors in ******* and they advised me no vehicle information can be found.
  
  I called the general manager and left vm.
  
  

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

  Business Response

  Date: 01/27/2025

  Hi we have sent ******* his documents that were signed correcting his mileage discrep, we also gave him lifetime oil at the same price. 
  
  
  ****** ******
  General Manager
  Mazda of Wesley Chape

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22597867
  
  I am rejecting this response because:

  I hope this message finds you well. I am writing to confirm ONLY the receipt of the signed warranty document, which was received on January 23, 2025. However, the issue regarding the life-time oil service has yet to be resolved as it is still in pending activation.

  
  On January 22, 2025 I reached out to ***** Clearlake, which is owned by Lithia, for assistance. Unfortunately, they were unable to locate any vehicle information related to this matter. As a result, I immediately contacted Jaffar and ***** to notify them of the situation, leaving a voicemail with the details. Following this, I sent an email to Lithia Care, and I received a response indicating that the issue is still pending. To aid in resolving this, I have attached the official printout from ***** Clearlake and the email response from Lithia Care for your reference. I would appreciate your assistance in resolving this matter promptly.

  
  Thank you for your attention to this issue. I look forward to your response.

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

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used 2020 silverado from them on 10/19 and was asked to bring it back in on 10/23 to fix a check engine light issue. I have called them every single day since 10/23 to try and receive an update about my vehicle and I have yet to receive 1 phone call back. They were quick to take my money but are worthless at customer service.

  Business Response

  Date: 10/30/2024

  Spoke to the Customer and handled the situation. Customer is picking up the vehicle from us today. Thanks,