Complaints

This profile includes complaints for McGrath City Mazda's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  McGrath City Mazda

  6701 W Grand Ave Chicago, IL 60707-2210

  
• 

  McGrath City Mazda

  6747 W Grand Ave Chicago, IL 60707-2211

  

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:03/30/2025

  Type:Order 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.

  As of the date of this affidavit, no written approval, denial, or adverse action notice has been provided by McGrath City Mazda, in violation of 15 U.S.C. 1691(d)(1) and 12 CFR 202.9(a)(1).5. By law, McGrath has until April 14, 2025 to comply with the 30-day statutory deadline for delivering an adverse action notice. As of today, 15 calendar days remain.6. Upon direct inquiry, I was informed that McGrath City Mazda is not a financial institution, yet it is clear from their inquiry and commercial conduct that they acted as a third-party transmitter of financial information to lending institutions.7. No written authorization, disclosure of third-party transmission, or documentation of any negotiable instrument or contract assignment was ever provided to me.

  

  Business Response

  Date: 04/04/2025

  Good Afternoon Waltavis ****** ******-*****,

  After fully reviewing your complaint, you submitted an online credit application through our third-party portal. You say you submitted yourself for a $50,000 vehicle. But when you came into our store in person you never picked out a vehicle to be submitted to and then threatened to sue to the store and multiple employees heard this and then you left. There is no adverse action because you were never submitted to a bank because in order to submit for a loan you would of had to pick out a vehicle in which you want to be submitted to. From there the bank will decide the terms of such a loan. If you want to submit yourself to a bank, you will need to pick out an exact vehicle so the bank can get the proper information to consider you for a loan. If you want to submit yourself at home after you pick out a car you can do that by clicking the Personalize My Payment tab underneath any car you want to buy and follow the steps on the portal and you can pick any bank you want on the list to send your information to for a loan. 

   

  **** *************
  
  General Manager
  
  McGrath City Mazda
  ***************************************
  ************
  Email- ******************************************************************

   

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23136561
  
  I am rejecting this response because:
  
  Sincerely,
  
  Waltavis ******-*****

  
  Subject: Continued Violation Failure to Provide Adverse Action Disclosure per ECOA and FCRA (McGrath City Mazda)
  
  To: Better Business Bureau
  BBB Complaint Response Portal
  
  RE: Complaint Against McGrath City Mazda Unresolved Legal Obligation
  
  To Whom It May Concern:
  
  This is a follow-up response and supplemental complaint regarding my original filing against McGrath City Mazda, located at *************************************
  
  On March 13, 2025, I submitted a credit application via McGrath City Mazdas third-party online portal. This application resulted in a hard inquiry on my consumer credit report an action that clearly falls under the scope of the Equal Credit Opportunity Act (15 U.S.C. 1691(d)) and the Fair Credit Reporting Act (15 U.S.C. 1681m(a)).
  
  Despite the dealership accessing my credit file, no written adverse action notice has been provided to me as required by federal law. Their response to my original complaint made the claim that "no specific vehicle was selected" and therefore they "never submitted my application to a bank." This logic is flawed and legally insufficient.
  
  According to federal statutes:
  
  The act of pulling a consumers credit constitutes a credit transaction, whether or not a vehicle is selected.
  
  The dealership functions as a creditor under law and is obligated to issue a written notification if no financing or contract is extended following a credit application.
  
  
  I have provided formal notice to McGrath City Mazda via Certified Mail with Return Receipt, which they received last week. That notice demanded compliance with 15 U.S.C. 1691(d) and 1681m(a), providing 10 calendar days to issue a compliant written adverse action notice. As of this date, they have failed to comply.
  
  I am requesting the BBB:
  
  1. Reopen or escalate the complaint due to ongoing violation of federal consumer protection laws.
  
  
  2. Require McGrath City Mazda to issue a proper written adverse action notice per federal statute.
  
  
  3. Document their failure as a matter of record.
  
  
  
  This is a good faith attempt to exhaust administrative remedy before pursuing further legal or federal regulatory enforcement actions.
  
  Respectfully,
  Waltavis ****** ******-*****
  Private Living Man / Authorized Representative

  

  Business Response

  Date: 04/08/2025

  Good Afternoon,

   Attached is an Adverse Action Notice. I really don't understand what you are trying to accomplish but are business is done at this point. Have great week! 

   

  **** *************
  
  General Manager
  
  McGrath City Mazda
  ***************************************
  ************
  Email- ******************************************************************

   

• Initial Complaint

  Date:10/17/2024

  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.

  On August 14th of this year, I purchase a Mazda CX-5 Premium at McGrath City Mazda. Last Friday, I received an engine alert on the car as I was parking in my driveway. Three more alerts appeared: Front Radar Sensor System Malfunction, Forward Smart City Brake Support Malfunction, Transmission Malfunction. My husband who was in the car next to me believed there could be a serious problem. I called the service department at McGrath the next morning and they believed there could be a serious problem and told me to have the car towed to them. The following Monday, the service representative, *****, called and regretfully said the problem was "serious" and may require my car being kept for at least a month. He said they were trying to get in touch with engineers. On Tuesday, ***** informed me that the car needs a whole new transmission valve body and that they needed to inspect the entire car for other problems. I asked how this could possibly happened to a new car and he replied that it was "defective". He apologized. I explained to the manager that I do not feel safe in this car and that it is not the car I thought I was purchasing. My husband, who works with machines, believes that the car may have been damaged in transit and covered up which is fraud. The manager had in fact insisted on the purchase for this car although my intention was to purchase a preferred not a premium. The manager said I am not stuck with the car and I called the cooperate office (******). ****** spoke to the manager (****) and **** made told him that he had already found a solution and would trade the purchased car for another new car and add a bonus. When my husband and I went to the dealership to meet with ****, we discovered that he had lied to ****** and his plan was to make us pay about $200 more each month for a Preferred which is less expensive than the Premium and without zero interest which we had initially gotten. He was very dismissive of the problem that the purchased car has and

  

  Business Response

  Date: 10/19/2024

  Dear Giovannella, 
  
  
  First and foremost, I want to apologize for the recent experience you had with your new vehicle. I completely understand the frustration you are going through due to the "warning indicators" that you received on your vehicle.
  
  
  I am listing the following diagnostics we completed in which we concluded resulted in the Valve Control Body needing to be replaced.
  
  1.) Conducted a Onboard Diagnostic test of the indicator lights you received for the Front Radar Sensor System Malfunction, Forward Smart City Brake Support Malfunction and Transmission Malfunction.

  2.) Reported our findings of the test to our Mazda Technical Support team of a malfunction in the Transmission solenoid which is a small valve that controls the flow of transmission fluid into the transmission. 
  

  3.) Mazda support advised us to run a series of tests to determine if any conditions existed as to the integrity of the transmission which included to check the transmission fluid for good color and factory level of the fluid in which all results were good.

  
  4.) Mazda recommended rather than just exchange the transmission solenoid, to replace the entire transmission valve control body which is the component of the transmission that controls the flow of the transmission fluid to the various parts of the transmission in order to avoid and other possible components failure in the fluid governing body.
  
  
  Once we receive the Valve Control body that was ordered and expedited to arrive on Monday, 10/21/24, we will have it installed and test to ensure all transmission components are operating normally we will contact you to pick up your vehicle.
  
  
  Please note that all the original warning indicator lights that came on were all activated because of the transmission solenoid. No other components are faulty. 
  
  
  As for your concern regarding if the vehicle was damaged during transport, I can assure you that this is not the case. Any damage, no matter how minor, has to be reported to dealership and we pride ourselves on running a ethical business that is always at full disclosure with our customers.
  
  
  Please rest assured that this repair in fully covered under Mazda warranty and at no cost to you. If your wish is to exchange the car that would be with Mazda ************** 
  
  
  Thank you for your for patience in this matter.

  Best Regards,
  
  **** *************
  
  General Manager
  
  McGrath City Mazda
  ***************************************

   

   

   

   

   

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22435981
  
  I am rejecting this response because: to fix the car and would like to exchange the car Yes, I would like to exchange this vehicle. Do you have the contact information for Mazda *************?

  
  Thank you

  
  Giovannella Comacchio

  

  Business Response

  Date: 10/29/2024

  I contacted Mazda it looks like you already have a case opened with them about the car issues under warranty. I would communicate with them on a possible resolution.  

  The *** contact in charge of your case at Mazda ******************;

  ********************************************************
  ************ prompt 2 ext. 1240073

   

  Best Regards,
  
  **** *************
  
  General Manager
  
  McGrath City Mazda
  ***************************************

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22435981
  
  I am rejecting this response because: I am still awaiting information regarding the completion of the repair for the vehicle that is at the dealership. 
  
  Sincerely,
  
  Giovannella Comacchio

• Initial Complaint

  Date:08/04/2024

  Type:Product 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 brand new Mazda Cx30-on June 10, 2024. On August 1st, a transmission alert and a safety and driver support system alert popped up on my dash. It's now August 4th, turns out the car needs a NEW transmission. *** transmission is currently back ordered and I'm unsure when I'll be getting my brand new car back. This is my first brand new car and this is such a bad experience. You don't expect the transmission to be replaced at only a 1066 miles. I purchased the car with 30 miles. *** trans should not be going out. I kept going in circles at the dealership, and felt like I was just being dismissed and made me feel as though this stuff is normal and they did not seem concerned about it. With a car costing 33k, this is unacceptable. *** dealership really wasn't much help, and refused to exchange the car for a new one. Being the car I only had for a month, this car should not need a transmission and Im almost positive the car is a lemon. I would like the dealership to help me with the process of exchanging the vehicle as I dont feel safe in the one that I purchased.

  

  Business Response

  Date: 08/08/2024

  Good Afternoon,
  We are following Illinois law, and the warranty guidelines set forth by Mazda *************. You brought the car in for a transmission issue, we diagnosed the car as needing a new transmission. We then sent a full report to Mazda ************* on the issue so they can issue a replacement transmission for the vehicle which is under full warranty by Mazda and will cost $0 out of your pocket. We also put you in a loaner car free of charge as well for the time being as we wait on a new transmission from Mazda Corp. I also called up the ladder to expedite your case to Mazda Corp. As far as exchanging the car we are waiting on Mazda Corps response.

   

  Best Regards,
  
  ***********************************
  
  General Manager
  
  McGrath City Mazda
  ***************************************
  ************
  Email- ************************************

   

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22090024
  
  

  Although I do really appreciate the loaner, its not the car Im paying for. I understand that this may not be on you, however its really frustrating that Im even going through this. I purchased this car by myself, I work really hard for my money and the fact that this was my experience buying a brand new car is really unfortunate and disappointing. My case manager ********, continues to dodge my calls and emails. With that being said, I will close this complaint with you as I feel like Im going in circles and seems like I need to take that further with corporate. I would really appreciate if you could continue to push on your end to get me a solution of a buyback/swapping the car at no loss for me. I understand this isnt the experience you may want your customers to have, but its happening to me.

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

• Initial Complaint

  Date:04/08/2024

  Type:Service or Repair 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 bought a car from Mcgrath City Mazda on 6th April 2024. They sold us the car with the mileage on it different from what they sold us on it and the documents state. The documents and advertised mileage was ***** miles and when we got in the car the mileage was *****. When I bought this to them they tried to rush us into signing an amendment and made me feel silly about even bringing it up and provided no offer of compensation.

  

  Business Response

  Date: 04/09/2024

  This was a used car and it was traded in with only one key that is why there is not 2 keys. Only new cars are required to come with 2 keys. As far as you claiming the miles being off some, we are willing to compensate 0.30 cents a mile which would total $409.80 or we can order you a second key. The other option would be you can return the car for a full refund if you are that unhappy. 

   

  Best Regards,
  
  ***********************************
  
  General Sales Manager
  
  McGrath City Mazda
  ***************************************************************
  ************
  Email- ************************************

   

  Customer Answer

  Date: 04/10/2024

   
  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. We will accept the monetary compensation they are offering of 410 USD approximately. Please let me know how we can receive this. 
  
  Sincerely,
  
  Rudra Vishweshwar

• Initial Complaint

  Date:08/24/2023

  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 previously brought my Mazda to McGrath City Mazda for ALL repairs because I trusted the work that was done and the service manager (*******************) was excellent to deal with and took care of my vehicle. Once ******** left and a new manager took over (*********************) the service has been AWFUL. He NEVER listens or validates the issues that I am having. I recently brought my vehicle back to them as another shop diagnosed a transmission leak and the other shop does not do transmission repairs.***************** instead gave me a list of 7+ items that I NEED to have done to my vehicle NONE Of which relate to my transmission issue and ALL of which DO NOT need to be done. When I spoke to him about this, he was very condescending and talked down to me and said they did not find any transmission issues (I have pictures of the issue from other shop) but that I needed ALL THIS OTHER work done.AND they were charging me ****** for diagnosing all those bogus issues.

  

  Business Response

  Date: 08/25/2023

  Good Afternoon ****,

  As we talked about today on the phone the diagnostic fee has been removed and *** no longer works here after today. Thanks for your continued business!

   

  Best Regards,
  
  ***********************************
  
  General Manager
  
  McGrath City Mazda
  ***************************************************************
  ************
  Email- ************************************
  

   

   

   

• Initial Complaint

  Date:08/04/2023

  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.

  This is the worst place in the world. They are very racist for starters. TO START OFF, I brought my car in to be serviced. Upon giving them my car they driver of course moved my seat and coming to find out ruptured a cord underneath that connected to my air bags to get this fixed cost $500. At which they offered no help. They kept my car for a full week before returning my car back to me as well as to blame me for the reason the airbag light was on. They offered no help to me whats so ever. I had pictures to prove my car DID NOT have that light on upon turning over my keys to them, and they didnt care. Unfortunately I couldnt afford a lawyer so I was forced to let it go. Months later I ended up having a car accident that totaled out my car, gap insurance was to pay their portion on the car by July 12th; however, they felt to place a negative charge on my credit because they said I was to pay off my car by July 9th. That made ABSOLUTELY no sense. On top of this they failed to notify me of this. This is a money hungry company ran by a bunch of racist individuals whom has absolutely no concern in maintaining your safety or customer relations. Be careful when buying a car from them, especially when youre using them as your finance lenders!! Youll be VERY SORRY.

  

  Business Response

  Date: 08/11/2023

  *******,
  We are sorry to hear that you are having issues. ****ever a customer presents a concern to the ********************, the concern is forwarded to the named business to address and attempt to resolve the concerns with you. That is my goal with this correspondence.
  The records matching the name, address, phone number and email address that you filed with your complaint in are for a used 2018 ****** Rogue Sport was purchased from our Mazda Dealership on July 3rd of 2020 with ***** miles. **** the vehicle was purchased, several service contracts were purchased as well,including Gap coverage, oil change and tire rotation coverage, and road hazard tire coverage. These insurance and service contracts are sold by our dealership, but they are administered by a 3rd party called ***********, as stated on your contracts.
  I did also search all of the service records for this vehicle at our dealership, and did find that we performed several services on your vehicle from the time you purchased the vehicle up until December of 2022 when it had ***** miles. I reviewed each of these service visits, and none of them involved any air bag system repairs. Also, on each and every visit to our service department, there were never any out of pocket expenses for any of the services performed. All of *********** invoices were paid by the 3rd Party *********** under the terms of your service contracts. According to our records, at no point between July of 2020 and December of 2022 did we ever charge you any money for maintenance and repairs that were performed at our dealership.
  I am sorry to hear that your vehicle was involved in a total loss.Generally, when a vehicle is involved in a collision, the financial aspect of that is handled by automobile insurance companies that will pay you or a collision shop for the amount of the damages, less any deductible - and in the case of a total loss, that money can be used by the vehicle owner to pay off the balance of the car loan. With Gap Coverage, that will take effect if the amount the automobile insurance company paid you was not enough to fully pay of your remaining loan balance. I did have the opportunity to place a call to ***********, who is the administrator for your service contracts and Gap coverage. I do see that the 3rd Party *********** Gap coverage did pay out for that on your behalf, and finalized their contract obligations to you on July 3rd of this year.
  To help you resolve your credit report concern, vehicles are not financed by dealerships. The dealership facilitates getting you a loan from a financial institution, such as a bank. But the loan is from the bank- not from the dealership. You make your car payments to the bank during the course of your loan.
  After an total loss, and during the period of time when insurance companies are working on paying claims, it is the vehicle owner's responsibility to keep car loan payments up to date. If there were loan payments due before you received funds from your insurance, the payment would still have been due. If there was any negative information placed on your credit report related to payments due to the bank, that information would have been put there by the ***** not by our dealership. We do recommend contacting the financial institution where you made your car payments to see if they will remove information from your credit report.

  *********************** - Service & Parts Director
  McGrath City Mazda

   

   

• Initial Complaint

  Date:07/13/2023

  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 purchased a 2021 Mazda, I brought this car in 2021. I brought my car in for service 06/27/2023. The car was making a noise. Mazda stated it was the timing cover gasket with 12, ****** miles. (impossible). They replaced the part and returned the car to me. So I returned the car again because it continued to make the same sound. I returned it 07/05/2023.I had a mechanic just listen to the noise and he stated what is was. When I spoke to the dealer that also, stated it was the lifters, but failed to fix it. There master mechanic **** stated there was nothing wrong with the car.The manager *************************, continued to tell me that there is nothing wrong with the car. THEY REFUSED TO FIX THE *** AND EXPECT ME TO DRIVE IT WHEN I KNOW THERE IS A PROBLEM

  

  Business Response

  Date: 07/13/2023

  **************,
  Thank you for taking the time to write to the BBB. When the BBB receives a complaint from a customer,the business is alerted and asked to respond. Here is our response to help you with your concern.
  We do have record of your concern about a noise which was brought in to our dealership on 6/24/23. On that visit it was documented that after multiple cold starts of your engine,that no abnormal noise was present (as documented on your invoice #******).During that visit a Mazda Full Circle inspection was performed, along with a video of that inspection. That video was texted and emailed to you at 3:58pm on 6/28/23.
  In that video, the technician shows you some maintenance and repair needs, which included a recommendation to pre-emptively repair an oil leak which was covered under warranty. Your oil level was not low, but we always alert you if a small leak has developed, so it can be taken care of prior to it becoming more serious.You approved that repair via your device, along with approving a new rear wiper and new engine air filter. These repairs were not related to any sounds, they were simply recommendation made based on the visual inspection of the vehicle that is included as a free service with every Mazda Dealership visit. The technician also noted in the video that there was no abnormal noises present during his testing.
  On 7/5/23 you brought your vehicle to us again stating that you had heard a noise. Since you had a second concern with a similar issue, we performed multiple tests, contacted Mazda Factory reps and spoke with Mazda engineers. After exhaustive testing, researching and test drives, it was determined that there are no abnormal noises from your vehicle that are detectable at this time. It has also been concluded that your vehicle is operating exactly the way it was designed by the factory to operate and that there are no detectable malfunctions with your vehicle at this time.This information was relayed to you earlier today by the parts and service director via a phone conversation as well. Please be assured that we take all customer concerns seriously, and that every step possible to ensure the correct operation of your vehicle has been performed. Since you have not picked up your vehicle yet, we have also verified that the invoice for *********** reflects documentation of the steps we took to ensure your vehicle is operating as designed. This document will be provided to you when you pick up the car so you have it for your records.

   

  *********************** - Service & Parts Director
  McGrath City Mazda
  ************

• Initial Complaint

  Date:05/15/2023

  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.

  Car Purchase 4/12/2023 $29,533 - $15,000 Down Payment, $14,533 financed Multiple Interior Issues, revisited dealer 3 times - 4/20/23, 4/24/23, 4/29/23. No resolution on 3 physical issues, 2 paperwork issues. Told all issues would be resolved and parts would be replaced, but dealer will not provide service paperwork on what they agreed to replace and fix.Requested through text messages with salesperson and called dealership several times with no response. Accused of messing with the car and leaving door unlocked alluding to someone breaking in. Told I was unable to return the car because they already paid their salespeople and I would not receive any tax back for a trade in.Please see all attachments with pictures and conversations, plus buyer paperwork, contract and original claim form with BBB Auto Line.

  

  Business Response

  Date: 05/20/2023

  *****,
  
  I have read through your concerns and issues from your new car purchase and will address each here.
  
  1.) Mazda App - Safety and Security Notification from 4/12
  I see you said you called Mazda Corp about their app not working properly and was told to download app and if that didnt work to see a dealer. I would recommend seeing your closest Mazda dealer to fix the issue. If there is a major concern with the app that service does not know how to fix we can expedite to Mazda Corp region office to see how to proceed.
  
  2.)  Additional terms and conditions paperwork can barely see ink.
  This form is the back of the buyers order of a carbon copy. I have attached a copy of the buyers order front and back so you can see the ink more clearly for you.
  
  3.) Visit on 04/20/2023 When I asked about returning the car on 4/20, I was told they already paid their salespeople, and this was not an option. When asked about trading in for a different car, I was told I wouldnt be reimbursed for the tax.
  The reason you cant return a new car after purchase was for a few reasons, one being it had been 8 days since purchase. The second was the deal was already fully funded by the bank and titled in you name by this time;I will also attach a funding notice from the bank. You could have traded it in but the tax value which you would receive from the state of ******** would only be equal to an amount of your current cars value. An example would be if your cars value is $25,000 and the car you wanted was $27,000 you would still pay the tax on the $2,000 difference.
  
  4.) Visit on 4/20 noting interior issues accused by dealer of leaving my car unlocked at the airport.
  -Instrument cluster lens scratched This was replaced
  -Plastic underneath dash- This was replaced
  -Interior Dirty This was resent out to detail a second time
  -Steering Wheel leather- this was sent out to perfect interiors and fixed.  Pulling the whole steering wheel off a new car was never agreed to.
  -Scratches on plastic under steering wheel- This was replaced
  -Gap in dash on passenger side- Had Mazda Certified techs look at it and realign. I will attach picture of the dash after 
  
  In conclusion you bought the car from us on 04/12/2023 and first visited the store with these concerns on 04/20/2023. If there were all these interior issues with a new carat time of purchase why did you accept delivery of the car and sign all the paperwork for said car without saying anything or refusing to take delivery of the car.After delivery of the car its the owners responsibly for what happens to said car and is out of our hands. We have replaced and fixed the interior issues to the best of our abilities at no charge to you because we want every customer of ********************** to be taken care of. I have attached copies of the buyers order back side where you state the ink was not readable but I can read what you uploaded just fine. I have also uploaded a copy of the funding notice of the car as well which shows the date and time on it. Upon review and the time considered we will not be taking the car back as it was over a week before bringing it back to ** to inspect and the car was already titled in your name and funded by the bank before bringing it in on 04/20/2023.
  
  
     Best Regards,
  
  ***********************************
  
  General Sales Manager
  
  McGrath City Mazda
  ***************************************************************
  ************
  Email- ************************************

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20060507
  
  I am rejecting this response because:

  The attachment with the buyer's order could not be opened, please resend. I would like attachments of all service provided, as I was sent pictures with the numbers cut off and no one from service called me back when I asked to be sent copies through email, please send everything in a pdf from service.

  Interior Issue: Gap in dash on passenger side, the before and after pictures of the dash look exactly the same. If service work was done on this to realign, why am I not able to get a copy of the work order for it? I am attaching a picture of a Mazda CX-30 from another dealership that does not have a gap like this one.

  You put "new car" in quotes, which I thought I was receiving, are you admitting that it was not new? My paperwork shows the car had 5 miles on it at the time of purchase. I trusted McGrath to give me a new car....which was why I assumed that I would not have these issues and did not thoroughly inspect the car before I signed the paperwork. A picture of the issue with the plastic underneath the dash was sent within 20 minutes of receiving the delivered vehicle on 4/12...the rest of the pictures were sent 6 days later on 4/18 after I had not heard back on next steps, and it became 8 days because I never got a response back and had to call the dealership AGAIN until someone finally told me to bring the car in.

  A huge issue with your business is the service....which is why this complaint was submitted. Accusations, 4 different managers not returning calls...sending pictures of paperwork instead of emailing attachments...it is all very unprofessional. 

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

  

  Business Response

  Date: 05/29/2023

  Sorry I just got back in town today. I tried uploading the buyers order again from my laptop says file is too big. Ill upload it tomorrow from work with the services done to the car. The service paperwork is not going to have any numbers on it besides dates and times and what was preformed because all the service work provided was free internal work. The little gap on the passenger side dash is the best it is going to get. We replaced every interior issue on the car and got the little gap as close as we could. We didnt have to do anything but we did anyways because its the right thing to do for our customers.
  You bought a new car with 5 miles on it that just got off the truck a few days ago. All these interior issues you claimed were not on the car when you took delivery of the car. You looked at the car, touched the car,drove in the car and even took delivery of the car with no issues what so ever.If there were all these issues with the car before you bought the car you would of brought it up to our attention. We dont sell new cars with interior issues that have 5 miles on them ever. You even drove this car to the airport and left it for a few days then when you got back in town decided to send ** pictures of these interior issues of the car. Something clearly happened to this car after delivery of the car because the issues were very noticeable the first time you brought car to ** to take a look at it. I understand you are frustrated and I would be too if I bought a new car and something happened to it.   

  Best Regards,
  
  ***********************************
  
  General Manager
  
  McGrath City Mazda
  ***************************************************************
  ************
  Email- ************************************
  

   

   

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20060507
  
  I am rejecting this response because:
  

  The accusations made against me and what happened to this car are false.
  
  If you want to do the right thing for your customers, placing blame on them like this is definitely not the way to go.
  

  These interior issues were clearly on the car when I took delivery of it, because I sent the first picture within 20 minutes of it being delivered. As noted previously, I did not know I had to thoroughly inspect a brand-new car, therefore I did not. I also did not drive this car before it was delivered to my house. I sat in the car while the salesperson drove it back from the yard. To be completely transparent I did mention to the salesperson that I thought it was a bit dirty, but I assumed that would be handled (was not handled) when he said they were cleaning it up as a last step when I was signing paperwork. I wouldn't have been able to notice some of these issues not sitting in the driver's seat. The car I test drove was a premium trim level with heated seats. After I got out of this car to wait in the lobby, I was told they made a mistake with the wrong keys. This seemed like an honest mistake at the time, but now I am not so sure. You can verify this with your salesperson.
  
  If you are implying someone broke into my car at the airport, you would know by looking at the Mazda app. The car stayed locked the entire time and there would have been more noticeable damage if someone broke in.
  
  The reason I waited longer to send additional pictures is because I have a life and I am busy...if I knew I would be treated this way and accused of things, then all pictures would have been sent the same day I got the car. I was also being courteous and patient with the salesperson in waiting for a response and giving them time to resolve the first couple pending issues. I can assure you everything called out when I brought it back was there when I got the car, it was only unnoticed at the dealership on 4/12 because of the trust I put into McGrath and again, I am busy and did not think it was necessary to inspect the interior. 
  
  Another Mazda dealership replaced my steering wheel and the vent trim piece at no cost to me. Their notes: "Found two pins were bent and not letting the piece fully click into place. After bending clips back, piece would stay in place for a little then pop out, replaced passenger vent trim piece."
  
  Why such a fight with me on all of this?
  
  I cannot accept your response to this claim and believe I should receive compensation for all of the trouble I have gone through for this brand-new car, I fully regret purchasing at McGrath City Mazda.
  
  
  *****************************

• Initial Complaint

  Date:01/07/2023

  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 took my 2018 Mazda Cx-5 to the dealership for a an oil change June of 2022. Per usual the dealer does an inspection to inform you of what is needed for the vehicle. There were a few things needed so I decided to get them done in August of 2022 one of the things needed was a transmission flush and fuel induction cleaning. I got both done totaling ******. Fast forward today I take My car to Mazda dealer in ********** for a wheel alignment and I was told it needs a transmission flush along with a fuel induction cleaning which does not make since bc this was performed back in June of 2022 at 36k mikes my car is not at 40k miles. ********* to ****** my service advisor at Mazda in ********** this would not be needed again until 60k miles. I rarely Drive this vehicle. I work From home and Im not driving for long periods of time. *** contacted ******* Mazda who is claiming I have to speak with Hoe their service manager. Ive had words with him before about issues with my vehicle and after that I did not feel comfortable having my vehicle serviced at the ******* dealer bc I knew something was not right about them. Now Im being told I need The same service that was Suppose to be rendered back in Augment it had not been 6 months yet not along a year. ********* to Mazda dealer the transmission fluid was checked not just the dip stick and it is extremely dirty and if it was changed at 36k miles it would not be this dirty nor wouldnt a fuel induction be needed as well. I just want my car to be fixed properly. I dont desire any money I want What I paid For to be done correctly so that Im not out of pocket again in the long run enclosed Ive provided proof of service being done

  

  Business Response

  Date: 01/09/2023

  ******************,
  
  As promised, I am reaching out to let you know I have been able to fully resolve the concern you had with the Mazda dealership in **********. I did hear back from the Mazda Factory rep. **** is the exact quote of what he said:
  
  I spoke with ********************* the Service Manager at Napleton Mazda of ********** regarding customer ******************************  He explained that the tech was recommending the transmission fluid service based on mileage and did not review the customer pay RO history prior to his *************** recommendation.  He also reviewed the video that was shared with the customer and noticed that the technician did not sample the transmission fluid for color, odor, or texture as well.  This was a misunderstanding, and the Service Manager will ensure that the technicians review fluid conditions with customers more transparently moving forward.
  
  He also stated that Mazda Corporate will be issuing you an EGift for the misunderstanding created by the dealership in **********. Mazda Corporate offices will forward you an EGift card to your email, and it can be used towards any future service at any Mazda Dealership nationwide.
  
  With this information, you can be assured that your transmission fluid was NOT due to be replaced again at this point. When your vehicle reaches approximately ****** miles and/or 8/5/2025 (whichever comes first) is when the next regularly scheduled transmission fluid service will be due.
  
  Thank you for your patience while I worked on this issue for you today, and also allowing me to involve the Factory Rep in getting you an additional benefit for your inconvenience.
  
  *********************** Parts and Serivce Director
  McGrath City Mazda
  ************

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18701759
  
  I am rejecting this response because:Ive contacted **** at ********** myself who stated he did not say it was his tech mistake however, He did over to allow me to come back to ********** and have them look at the fluid with me present. I never Trusted ******* Mazda dealer from my previous encounters with ***. Hes full of bs every since he told me there was a shortage of fuel pumps to each dealer and he was calling the manufacturer daily and this was for all Mazda dealerships. After calling several others and ********** being the closest to me I went There and the fuel pump recall was done although he said it could take weeks months etc he didnt know. The man is racist, standoffish and completely nonchalant since my first encounter with him. I will never patronize that location in life. After calling *** today in ******* he was rude and told me he know the service was performed he has nothing else to say take it up with **********. In all actuality I do Not believe it was done properly Or better yet was not done at all. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/18/2023

  ******************,

  
  We see that you rejected our original offer to resolve your BBB concern. We are providing the following final offer to resolve this concern for you.
  Since this concern is stemming from a maintenance recommendation from a different Mazda dealership, and the difficulties you have faced related to this recommendation, our team has enlisted the help of Mazda Factory Reps for our region.
  We have gathered that you feel that our ****************** cannot meet your expectations, and we understand that you would prefer not to do business with us anymore. As a final goodwill effort, we have advocated your case to the Mazda Corporate level in an efforts to compensate you for your trouble, and we have acquired a gift from Mazda Corporate for you.
  Our Mazda factory reps have issued you an eGift Card in the amount of $120.00. This amount may be used at any other Mazda dealership of your choosing.
  The eGift code# is 1-2TOCNDB. Simply present this eGift code to any other Mazda dealership, and it can be used toward service, parts and accessories for your vehicle. It is posted here publicly because it can only be used for your vehicle and in your name.
  Thank you for allowing us to provide you with this gift from Mazda.

   

  **************** McGrath
  General Manager
  
  
  McGrath City Mazda
  3255 *****************************
  *******, **   60641

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18701759
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

  At the end of the day. I do Not agree with anything that comes from this dealer. You giving me a e gift for $120 when the service I paid for was for $225 plus tax which will still make me come out of my pocket. Im not sure what type of business you all are running but this by far is the worse experiencing Ive ever had since day one. I guess Im suppose to grateful for a gift card thats not equivalent to the service amount I paid For my service. Furthermore, *** the service manager was completely rude and does not need to working if he doesnt know how to speak to paying customers. His response to me was all I can Say is the service was performed in which you dont have proof that the service was performed bc for one theres no cameras showing the tech performing the service nor was *** or myself there to see the service being performed. On top of that when I called your location and spoke with the service advisor her asked if only the dip stick was checked for the flush or did they look at the fluid  as if there is another way to check and see if the transmission flush was done outside of checking the dipstick. Now I know Im no mechanic but what other way is it to check the transmission fluid outside of checking the dipstick. If they check the fluid then that would mean a flush would need to be performed in which is what I paid For on august 5th. So providing me with $120 is really and insult to me knowing **** well the price you all charge for the flush is over $200. This is what I mean By dealerships getting over on consumers. I should of never patronized your business 

• Initial Complaint

  Date:08/05/2022

  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.

  The air conditioning on my car was recalled. I have brought my car in twice already to have it fixed and both times the machine was broken. I brought it in again on 7/21 and the problem was supposedly fixed. Air conditioning worked fine until today 8/5. I called and spoke with the manager and asked if I could bring it in Monday and recieve a loaner until it is fixed. They said I would have to bring it in, could not give me a loaner and would have to wait and see what the problem is. I have been to this dealership numerous time before to have the same problem fixed and it is still not fixed. I do not have the time to continue driving over an hour to the dealership and waiting for them to not fix my car. All I am asking is that they take my car, figure out the problem, give me a loaner in the meantime and call me once the car is actually fixed.

  

  Business Response

  Date: 08/08/2022

  Dear *********,
  On behalf of our entire service team, I would like to personally apologize that the air conditioner in your 2016 Mazda CX3 (*****************) stopped functioning properly on 8/5/2022. We definitely want to resolve this concern for you, and we hope that you will allow us to help you.
  We also see that on 7/21/22, a repair was done on the one of the air conditioning components due to a failure of the condenser. This condenser replacement was paid for by the Mazda Factory due to an extended factory warranty on that particular component. After the condenser was replaced, the air conditioning was functioning properly, and as you stated, continued to operate correctly afterwards, until 8/5/22
  We definitely need to run a test on your air conditioner to determine if this same part has somehow failed again, or if there is a different part of the air conditioning system that is causing the current issue. If the same component we replaced (including the associated o-rings) failed, and is causing your present air conditioning concern, the repair will be covered. The test we need to run can be completed in approximately one hour or less. If in the off chance that there is another reason that the air conditioner is no longer functioning properly, we will do everything in our power to help you with and additional parts of the air conditioning system that *** need repair.
  I understand that our Service Director, ***********************, had offered to have you meet with him personally at 10AM on Monday 8/8/2022, and have the test run on your vehicle immediately upon your arrival to determine the correct next course of action, and had let you know that a loaner car could be available if it was determined that he could not resolve your concern within about an hour. It was his intention to attempt to minimize your inconvenience, especially since you stated that your home is over an hour away. He thought you would prefer not to drive the loaner car all the way home, and then have to make a second hour long trip back to return the loaner and retrieve your car if the problem could be resolved more quickly. Altogether the trips back and forth to our dealership would be over four hours of drive time for you, and he was attempting to possibly minimize that inconvenience for you. Again, our sincere apologies if that sentiment was not as you interpreted it.
  If you would prefer to take a loaner car immediately upon arrival instead, we have determined that we will make that exception for you. Please let us know what date and time you will arrive and we will reserve a car for you at that time. We will provide a full 24hr loaner car agreement while your car is being looked at. Upon the outcome of the tests we run, we will advise if the loaner agreement needs to be extended beyond that. We sincerely hope you give us the chance to work with you on this.
  

  Sincerely,

  ****** McGrath

  General Manager