ComplaintsforMazda of Orland Park

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited Mazda of Orland Park on July 9th 2024 for the trip button not working on the dash of my 2023 Mazda 3 Sedan. Upon arriving **** was very confrontational and tried to explain to me that I was operating my vehicle incorrectly/ About an hour later I got a call from **** informing me that it was not a warranty repair because The dash cam wire someone installed ripped the wiring out of the back of the gauge cluster. I informed him this was not the case and asked if I could come down and see it. Upon arriving at the dealership I asked **** to show me where the dash cam wire was in relation to the gauge cluster. When confronted with this and unable to show me how the wire had caused the damage his story changed to There were screws and bolts left loose because someone was in there and how the dash cam wiring is spliced into the car now your warranty is void. He was not able to explain how a wire splice 18 inches away caused the wiring to be ripped off the back of the gauge cluster. I offered to pull the dash cam wire out from along the head liner and A pillar where its tucked in place to show him where it runs but he declined and reiterated that my warranty was void now. I asked him to submit a claim to Mazda anyway and let them make that decision as I didnt believe it was his call to make. At this point **** refused to submit a warranty claim to Mazda. ****** also refused to submit a claim to Mazda for the issue. At this point I was thoroughly frustrated by my experience with both **** and ****** and their refusal to either show me how the vehicle was damaged or submit a claim to Mazda for the problem. They suggested I take it back where you bought it from, maybe they broke it. I paid the $180 diagnostic charge so I could pick my vehicle up at a later time. On July 11th after returning from vacation I looked over the vehicle, found issues. They left a tool under my seat which, they also failed to correctly and fully reassemble my vehicle.

  

  Business response

  09/18/2024

  We diagnosed it and found the connector on the back of the instrument cluster broken off for the trip meter button.  When we were removing and inspecting the instrument cluster we found that someone had been in there as we found loose screws.  We also noted that the vehicle had a  back up camera installed on his windshield which was wired to the vehicle.  At this time we showed our findings to the customer and advised him that it was not a manufacturer's defect as it was more than likely that whomever disassembled the instrument cluster most likely broke the connector off.  Customer did not buy the vehicle from us and had never serviced with us prior.  We charged him $180.00 for the diagnosis and advised him to go to his selling dealer as maybe they could  file a  non warrantable goodwill claim on his behalf if he had been servicing with them.  Customer's vehicle has ***** miles and 10 months old since he purchased the vehicle.  When a new vehicle arrives at the dealer a "Pre Delivery Inspection" is performed to ensure everything is in working order.  When the Mazda vehicle is sold to the customer another "Final Pre Delivery" Inspection is performed to ensure everything is in working order.  Manufacturer's defects are caught and repaired at these times.  Customer went 10 months before having the concern of the trip meter button not working.  We followed Mazda's policies and procedures and found that the instrument cluster had been removed as some screws were loose and in addition we found an aftermarket back up camera installed on the vehicle that was hardwired to the vehicle and required disassembly in order to install it the way it was installed.  Based on those findings we found that the broken connector was not a manufacturer's defect as it was physically broken off.  The invoice from Art Hill confirms our findings but they did not see the loose screws we found as we reassembled everything properly once we provided diagnosis to the customer and redelivered the vehicle to him.  The invoice from ******** also does not specify that it was a manufacturer's defect , it just confirms that the connector was broken off.  Customer was made aware before we diagnosed the vehicle that if we found it was not a warranty claim due to the issue not being a manufacturer's defect that he would be responsible for paying the diagnostic of $180.00.

  Customer response

  09/19/2024

   
  Complaint: 22268369
  
  I am rejecting this response because: Art Hill Mazda invoice shows the repair at ZERO dollars because it was submitted to and accepted as a valid warranty claim then it was repaired under warranty one approved by Mazda, otherwise there would be a statement that either the customer approved or declined repairs. ******************** REFUSED to submit the claim to Mazda for warranty consideration which broke the implied oral contract between myself and the business that they would diagnose AND submit for warranty consideration. **** was unable to show me how the dash cam had anything to do with the broken connector, the wire is routed a foot away behind the dash not near the back of the gauge cluster that was damaged and no part of the dash other that the left lower kick panel over the fuse box was removed for dash cam installation. Mazda of Orland park knowingly broke the implied contract and worked in bad faith to charge me $180 knowing that the $180 pay they would receive from me would be greater than the warranty reimbursement they would get from Mazda for executing the repair had it been performed under warranty, I believe that **** and the service staff colluded in this blatant scam to pad their wallets. This was an intentional act by them to deceive me and bilk me out of my money. I still request my $180 be returned to me. I will pursue all avenues available to retrieve my funds.
  
  Sincerely,
  
  ****** ******

  

  Business response

  09/27/2024

  Mr. ****** stated himself that he agreed to pay $180 to diagnose the vehicle for the inoperative trip meter button at the time of dropping the vehicle off with us.  We are very clear that if the failure is due to outside influence and not a manufactures defect, then the customer will be responsible for the diagnostic fee.  Agreeing to a diagnostic fee does not automatically guarantee that the repair will be covered by Mazda as a warranty claim.  If this was true then there would be no need for a diagnostic fee because everything would be a warranty claim.  Mazda Warranty has policies and procedures that we have to follow and we as a dealer have to abide by said rules in order to make a valid warranty claim and be reimbursed for the repair.  The claim Mr ****** is making that we colluded to scam him is false.  If there was no evidence of outside influence and if we would have been able to make a valid Mazda warranty claim, we would have made more money replacing the instrument cluster than just the diagnostic fee of $180. Once again Art Hill Invoice does not state that the problem was a manufactures defect, it just states that the connector is broken which verifies our findings.  The only difference is that Art Hill did not find the evidence we found like the loose screws because we reassembled the instrument cluster properly when we returned the vehicle to the customer.  ******** made the warranty claim but there is no guarantee that they would be reimbursed by Mazda.  I would suggest reaching out to Mazda ************************** and see if ****************** is willing to offer any assistance with this matter.   Mazda ************************** ************.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle to Madza on or about 06/03/2023 for an oil change, and noticed my car was overheating but no indication warning appeared on my dashboard. Once the vehicle was checked I was told I need a new engine. I purchased an extended warranty which asked the dealership to do a teardown of the vehicle. Once refused I was instructed to take my vehicle someplace else through a service the warranty directly deals with. Once there a tear down was done and found that my Turbo had been leaking and this caused the vehicle to overheat with time and damage my entire engine. The warranty company won't fix the issue due to the car overheating which is something they says should have been noticed by maintaining all of my oil changes. It is something that should have been noticed. I at this point have no transportation and my car remains still unrepaired. I am seeking for them to change not only my engine but the turbo as well which is apparently what caused the issue. I'm not sure if something wasn't secured correctly or if when my battery that was purchased from them that had acid coming from it and was cleaned off had something to do with their being a leak in the turbo which ultimately damaged my engine. I trusted them to take care of the maintenance for the vehicle to ensure that nothing like this would happen, and now I am without my vehicle that I'm still responsible to pay a car note on. I ask that this issue be resolved in a fair manner so that I make it to work.

  

  Business response

  07/07/2023

  Customer drove the vehicle in on May 30th for an oil change and diagnostic for the vehicle overheating.  We verified the coolant leak.  We pressure tested the cooling system and found system was not holding pressure.  Found coolant leaking from firewall side of head due to crack in the cylinder head.  We also scanned vehicle due to check engine light being on and found engine over heat code P111A (engine temperature reached ***** degree farenheit.  Being that engine has aluminum head and clock and it was driven while it was overheating we advised customer vehicle needed and engine long block to be repaired properly. Provided customer with estimate to replacen engine long block assembly( block and head).  Customer provided us with phone number to a third party extended warranty she purchased ************ through Smart Auto Save.  We provided diagnosis to the extended warranty and they denied the claim as a cracked cylinder head  leaking coolant was not a covered component within her policy she had purchased.  Vehicle is over 7 years old and has ******* miles which is well over any manufactures warranty that ended on 8/1/2021 or ****** miles (which ever comes first).  No coolant leaks were a concern on any previous service visits or they would have been brought up to the customer's attention.  Please see the attached repair order with notes and freeze frame data.  Please let me know if you need any other information from us.

  Customer response

  07/07/2023

   
  Complaint: 20285194
  
  I am rejecting this response because: The vehicle was showing signs of overheating out of the blue, I have a warranty with ***************. ***** asked for a tear down to determine why the Engine needed to be replaced. Upon deciding not to proceed with the tear down after first advising me of the cost and that I would be responsible for the payments in the event that the repairs weren't made by the warranty company. I retrieved my vehicle and brought it to another location who diagnosed the vehicle and determined that the cause of failure was the Turbo which has a severe leak with coolant and oil both mixed in which caused the motorheads in the engine to crack or become malfunction and this is what has caused my engine to go bad and need replacement. Now both the Turbo as well as the engine needs to be replaced due to the leaking Turbo which has been this way I'm guessing for some time. Also it was noted to me on today that ***** has had an issue with the Turbo leaking within the last few years, and although no one ever mentioned to me about hose replacement or any other issue regarding this, it's ironic that this has happened to my vehicle. Regardless of how many miles are on my vehicle, I do keep it maintained and I trusted Madza to ensure that my vehicle was properly running correctly. As this response isn't good enough to satisfy me as at this point I have no vehicle with an obligation to continue to pay for. 
  
  Sincerely,
  
  *************************

  

  Business response

  07/10/2023

  Vehicle was overheating and it alerted the customer by turning on the red coolant light and the check engine light also came on.  Customer also stated there were multiple times that the vehicle would not accelerate and feel like it was bogging down.  Our Senior Certified Mazda Technician diagnosed the vehicle and determined the cylinder head was cracked.  I can confirm our technician's diagnostic based on the freeze frame data that was obtained from the vehicle and by the pressure test performed that confirmed the origin of the coolant leak.  We cannot validate other claimed diagnostic  that states the turbo is failed that the customer claims was made by an unknown shop/ technician.  We provided our diagnostic and findings to our customer's extended warranty and they made the determination that tear down was needed to find the root cause of the failure to determine if the repair was covered by her policy.  The customer declined to authorize the tear down and picked up the vehicle from our shop.  We did not sell the customer this warranty.  The warranty company did not accept a failed cylinder head (cracked) as a covered component in the customer's warranty policy.  What is expected of us considering we did not sell the customer the third party warranty? We advise the customer to reach out to *************** Extended Warranty for clarification on her policy's terms and conditions on what is and is not covered.  We have no reason to not want to repair the vehicle or provide the warranty with our findings.  *************** is who was requesting additional tear down and the customer is who declined further tear down.

  Customer response

  07/13/2023

   
  Complaint: 20285194
  
  I am rejecting this response because: ************* who who has been repairing my vehicle for more than a year, why is it that this issue was never found  I was never informed about any hoses needing repair for the Turbo, or anything related to my engine. Also I am hearing their was an issue regarding the Turbo with leaks and I was never informed about this issue. I was convinced not to do the tear down because they were saying they were looking for thrown rods and things of that nature. The warranty company wanted to know why the engine failed and a rod thrown it didn't happen overnight and upon further review it was the Turbo which was leaking and is full of antifreeze and oil that caused the engine to fail. As mechanics I trusted you to ensure my vehicle was up to par and that these things didn't happen. I was failed because now I have no car because I not only need a new Engine but a new Turbo as well. How could this be missed upon doing an oil change?
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car into Mazda on Friday Jan 21st to get some standard work done and after the procedure I was given a chart letting me know about the work done on my car and my battery was at 100 percent. then on march 18th my car suddenly stopped working and they told me the battery wasnt dead but they think I should replace it so I did. Then 2 weeks later on April 4th after having it serviced the car shut down again I had to pay 150 dollars for a tow fee and I was told the reason the car stopped this time was do to a car key battery being out so they replaced it for me assuring me my issues starting my vehicle was over. Then after multiple difficulties starting the car ** in June it shut down again with a brand new battery still under warranty this time after paying another fee I was told that my car battery was dead and needed to be charged but it was a brand new battery so they blamed me saying I left the air conditioner in on my car which I new wasnt correct. Then 2 weeks later the battery shut down again and this time the mechanic admitted on the phone there was a circuit issue which caused my car to shut down and it was never the battery so after all I wanted to take my car somewhere else to get it serviced because I lost all faith ** the service center. I was then told I have to pay a fee for a diagnosis but I had it serviced multiple times by the dealership so I shouldnt have to pay for the same problem on multiple occasions I kept all of my receipts and phone conversations from Mazda and now they are holding my car against my will and charging me a 50 dollar service fee per day and they have cut off all communication for weeks.

  

  Business response

  07/18/2022

  Vehicle came in on 3/18/2022 and upon inspection we found battery was failed (dead and leaking).  Customer authorized battery replacement.  Upon replacing the battery we found that the interior dome lights were left on.  Vehicle came back in on 6/7/2022 and we found battery was weak but good and just needed to be recharged.  Advised **************** that turning vehicle on to accessory mode for extended periods of times with out starting the vehicle will drain the battery.  No other trouble codes or failures were found at this time.  Vehicle returned on 7/17/2022 for a stalling out issue, not a no start issue as it had been in the past, and we found driver inner fender missing and damage to fuse block and wiring harness attaching to the fuse block.  We provided **************** with an estimate for the repairs and he declined the repairs.  **************** has a **** for the diagnostic of the stalling issue and he refuses to pay for it.  We cannot release the vehicle until payment has been received.

  Customer response

  07/20/2022

   
  Complaint: 17564805
  
  I am rejecting this response because: I repeatedly told them I never left my car lights on but they insisted I did. Then after that when they told me my battery needed to be charged because I left the car running but I told the mechanic I sat in my car one time on a 30 min break which anyone knows using air for 30 mins wouldnt drain a battery less than 3 months old. ****** called me and admitted he misread my notes and I have a voicemail I can provide to prove it. Then on the 16th after claiming to fix the issue my car stopped on the **Way again I turned it into there store after they were closed so I couldnt leave it in the  usual drop off spot I was called the next day and they admitted on the phone they couldnt find the issue. After a day or so they called me back saying there was a circuit issue and the only reason they discovered it was because they had to push my car down a hill which led to the sudden stop which is what I had been experiencing for the past 2 months which led me to believe this was the issue the entire time. After this realization I decided to take my car elsewhere to get a service because I dont feel comfortable giving them anymore business after the misdiagnosis they apologized for the mistake ( essentially admitting they hadnt caught it before) but only when I choose not to be served by them any longer they then wanted a diagnosis fee. The question I would ask is why a customer who has spent thousands of dollars would all of a sudden flinch at a $160 dollar fee unless he had been taken advantage I truly believe they tried to take advantage of me because I am a young black male and they thought that I didnt know any better.
  
  Sincerely,
  
  ***************************

  

  Business response

  07/22/2022

  **************** along with multiple of his associates provided multiple negative reviews regarding his service visit on multiple review sites.  We have diagnosed and provided an estimate for his Mazda 6 stalling issue and **************** as declined the repairs and declined to pay for the diagnostics.  $160 is due for him to take delivery of his car with the our diagnosis of his stalling concern.  If **************** and his associates agree to remove all negative reviews that were written, then Mazda of Orland Park is willing to split the diagnosing fee with him and will **************** will only have a balance of $80.00 to pick up his Mazda 6.   

  Customer response

  07/26/2022

   
  Complaint: 17564805
  
  I am rejecting this response because: Mazda doesn't realize this isn't about the money although ( I do certainly believe I should pay 0 dollars under these circumstances.) This is about the poor communication and mistrust established between myself and the service team. They fail to acknowledge any of there mistakes and refusal to apologize has been very concerning. I would have been willing to get my car serviced but the fees were over **** and I'm no longer comfortable being serviced by mazda orland park. I ride past Orland Park Mazda and i noticed my car has been moved from the original spot they had it parked in and then they moved it again this morning it appears. Now normally thats not a big deal but with the mistrust factor that makes me very suspicious. And as for my friends leaving the negative reviews they are frustrated because they have seen the struggle i have gone through and they are ready to leave more reviews as the days go by some even suggesting I should use my contacts at the chanel 2 news , or take this issue to small claims court. I personally feel like all of these measures arent needed I just would like the fee waived and a apology so i can move on and my co workers and friends would be more than happy to remove the reviews or even update them with positive ones.
  Sincerely,
  
  ***************************

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