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:03/24/2025

  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.

  Electrical issue with my pre-owned vehicle that this Mazda dealership sold me. The vehicle has been recalled 3 times and the defect is a known manufacturer issue but the dealership is trying to charge me for the same issue they diagnosed month ago due to it being 1 month out of warranty but two thousand miles under warranty. I explain to the service supervisor there that they called me for repairs out of the promise window and I was unable to take my car in repairs as a result, he urged me to report the matter to the manufacturer customer service which I explain the issue to again. They promised to email me details about the case and to call back but they still havent done neither of the two.

  Business Response

  Date: 04/11/2025

  ********************* is scheduled for a service visit at Libertyville Mazda 04-12-25 @8AM
  The vehicle is returning for a repair under the Mazda Corporate Good will repair procedures. The customer should not incur any charges for the brake caliper and caliper motor. 

• Initial Complaint

  Date:02/12/2025

  Type:Product 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.

  I request that my total financed amount be changed to reflect the agreed-upon amount on the contract as soon as possible. I signed an agreement stating I would finance my new vehicle for $35,165.53 yet when I go to make my payments online, my account states I have to pay off a total amount of $36,923.97. I have contacted the dealership multiple times and even opened a case with Mazda customer service to resolve this. On one occasion, I spoke in person with a person in finance who told me a service package was added to my account without my consent. She told me that canceling this service package would reflect the refund on my account in 4-6 weeks. This never happened, and even after calling Mazda customer service and emailing the financial manager, I have yet to receive a response or refund.

• Initial Complaint

  Date:02/18/2024

  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.

  We leased a car from Napleton Mazda of Libertyville ("Napleton") on or about 12/18/23. Approximately a month later, the dealership informed us that the financed amount was too small to be serviced by their financial services and that they wanted to redo the lease to have a smaller down payment and larger monthly payments. Napleton presented us with a new lease that had materially worse terms (lease mileage decreased 20%, overall payments during the term of the lease higher, price of car higher, etc). The new lease had my e-signature on it, even though I never authorized it. We informed Napleton that we did not authorize these new terms and wished to remain on our original lease. We also raised the concern that someone forged my signature and submitted this new forged lease to Mazda ********* Services. The dealership stopped responding. We are enclosing a mailing of the unauthorized new lease payment coupon that resulted from Napleton's forged submission.

• Initial Complaint

  Date:01/11/2024

  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.

  Mazda Libertyville having witnessed first hand the fact that my mazda vehicle cx9 2021 consumes oil abnormally in strict adherence to Mazda Bulletin No. 01-012/21 issued 11/24/2021 where Mazda corporate acknowledged the abnormal oil consumption issue. Mazda Libertyville stated to Mazda corporate that my vehicle ***** oil within the acceptable parameters in contradiction to the bulletin issued by Mazda corporate referenced on this claim. Furthermore, during the test, in a veiled manner it was suggested that I was draining oil of my car in order to pursue this claim. " it was stated on a visit that "some car owners would drain oil from the vehicles due to buyers remorse"

• Initial Complaint

  Date:10/19/2023

  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.

  12/21/22 Napleton Mazda Libertyville, ** R/O# ********/1 Purchased parts and installation of new tires and break full set pads, rotors, discs.One month later vehicle start making noise and shaking while i press the breaks and long squeaking noise while i'm backing up. Go back to service Napleton Mazda Libertyville, ** in about March or April 2023.They admitted that some parts are not good and it is manufacture problem.They replaced some of parts. When I'm braking in general it stops shaking but it still making noise while backing up. They didn't have all parts, they said they will call me when they have it. I moved to ******* June 2023.Call Napleton Mazda Libertyville, ** and been told that i can go to any Mazda service in the country, that i have lifetime warranty on all parts and 1 year labor warranty.Now I'm going to Naples Mazda 8/4/2023 MACS77638 They claim they change some parts i think they said rotors. Problem not fixed. I called and went one more time to Naples Mazda and same thing still noise while i'm backing up.Naples Mazda said that that is normal sound and everything is ok with it.Then i made video of that and sent it to Naples Mazda. They are ignoring me since.Call back Napleton Mazda and they advise me to file case with corporate which i did. Sent video to corporate, talk with one agent twice, than call some other agent and they did not want to even watch the video, they repeating what Mazda Naples claim that everything is fine. I will not go to Naples Mazda again because i feel very disrespected. I gave them chance. I already file complaint with Federal trade Commission and attorney generals office in ******** REF# OAG2023-000130018 If this doesn't help me Next step is attorney and go to court. Tried to upload documents but BBB claim they are to big. 4 PDF papers so i put receipts numbers Receipt 12/21/22 Napleton Mazda Libertyville, ** R/O# ********/1 Receipt Naples Mazda 8/4/2023 MACS77638 Thank you for your help

• Initial Complaint

  Date:10/05/2023

  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.

  I am writing to file a formal complaint against Libertyville Mazda of Napleton regarding the purchase of a vehicle and issues I have encountered with the warranty and customer service. My name is *******************************, and I purchased a 2017 Audi RS3 from Libertyville Mazda March, 2023. My purchase was accompanied by a warranty, for which I have a signed document proving full payment.1. At the time of purchase, I purchased two separate warranties, a mechanical warranty and a triple protection warranty (this covers windows, wheels, and dents). I was explicitly told that the primary warranty was a "bumper to bumper" coverage, which led me to believe that the vehicle would be fully protected. I later discovered that many instances are not covered due to aftermarket parts. This crucial information was not disclosed to me during the purchase, and I was left in the dark about potential limitations to my warranty. The check engine light is on and has been unable to be fixed due to coverage limitations that were undisclosed. The triple protection warranty has never been submitted for me to use with the warranty company, and ************************* states that I did not purchase it or pay for it although I have a signed contract stating otherwise. Unfortunately, my attempts to communicate have been met with either complete silence or promises of follow-up actions that were never fulfilled. It is profoundly frustrating and disappointing to receive such poor customer service when trying to address a legitimate concern. Despite numerous requests for resolution, I have been repeatedly directed back to the site manager, *************************. He has been uncooperative and unresponsive addressing my concerns. This leaves me with no clear path for resolution, as I am left without an alternative contact within the company who can effectively assist me.Specifically, I paid $1500 for the triple protection warranty via Amex, $400 for another fee, and $15,000 down payment via cashiers check.

• Initial Complaint

  Date:07/12/2023

  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.

  Purchased vehicle for $21,899.40 on 6/9/23, with milage of ******. Drove off of the dealership lot and the check engine light came on at ****** miles. I had to get home, and live 170 miles away from the dealership, so a sales representative brought a loaner to my house and drove the vehicle back to their service department on 6/14/23. ****************** was supposed to fix all defects, but check engine light came back on at ****** miles, after picking it up from the dealership and driving it home. Repeatedly called the dealership multiple times per day, only to be put on hold every single time. No response from service manager, sales managers, or GSM. I was driving to my doctors appointment on 6/30/23 when the vehicle shifted itself into neutral on the highway at 76mph in the left lane, and lost all power. I was gratefully able to pull over and turn the engine off for ***** minutes. The vehicle would no longer crank or start. Repeatedly called the dealership with no response. On 7/5/23, I drove to the dealership to confront the managers in person. They claimed they would take care of it. On 7/6/23 they left a voicemail that they are coordinating the details to tow the vehicle back to their service department to be repaired and would get back to me with the details. On 7/11/23, they called to tell me that they refuse to repair the vehicle, despite the contract signed stating, ******** law requires that this vehicle will be free of a defect in a power train component for 15 days or 500 miles after deliver, whichever is earlier, except with regard to particular defects disclosed on the first page of this agreement. There were no defects, problems, or issues disclosed on the agreement. The vehicle was not free of defects for more than 7 miles on the day of purchase. It has not been free of defects for the first 15 days. The vehicle is still not drivable as of 7/12/23. I am seeking a refund for towing expenses and all repairs that have yet to be completed.