ComplaintsforNapleton’s Palatine Mazda

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They broke my parking brake when I brought in my car for routine maintenance and insisted that it was broken when I brought it in when I know for a fact that wasn't the case.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 4, 2023, I purchased a previously owned 2021, Mazda3 Sedan, Premium AWD, along with an extended warranty that the dealership offered, from Napleton Mazda in Palatine IL. The paper work for the sale was not completed until after dark that evening. The following morning I noticed scratches on the drivers side front panel and on the passenger rear panel. I called and spoke to *******************, General sales Mgr. I told him about the scratches, I asked if I could bring the car for repair of the scratches as there were no scratches on this car when I took the test drive a week or so earlier. He said there was no need it would be about $1,500, and they are not spending any more money on this car. A few days later I called and spoke with *************************, Finance mgr. I explained the situation to him and he set up the service appointment with a loaner car for 1/18/2023. On 1/27/23, I received a call from *******************, G.Mgr who advised that ****, came out and inspected the car and found that scratches may not come out with Buffing and that painting the affected area is required. **************, advised they did not repair the car at this time, due to coast. A week or two later I took my car to ********'s Body Shop for a 2nd opinion, inspection & estimate. ******* and his mgr. ***** reviewed the car, wrote up an estimate and sent the estimate to Mazda Dealership, for approval to remove scratchers which would include buffing and painting of the affected area. Two approvals were sent two weeks apart with no reply, I asked them to call, which they did and was told by *****, they were not paying for any repairs. I'm not sure why they would not give an approval for this work, it's clear the scratches occurred while in their possession. They never said damages were not their responsibility, nor did they say damages did not happen on their premises. They took ownership of the damages by stating on their Service Report,(WE OWE) DID NOT PERFORM REPAIRS AT THIS TIME)

  Business response

  03/18/2023

  Unless otherwise agreed, all used cars are delivered as-is and shown.  The way that any work would be agreed to would be on a "we-owe" - so the customer clearly understands what is owed to them, as does the dealership.  When there is nothing promised, it is clearly stated and signed by the customer that there is "nothing promised, nothing owed".  It is not clear to us that the damage occurred while the vehicle was in our possession, as customer stated they did not see it before they bought the car either.  Once a car leaves our lot, we have no control over what happens to it and cannot take responsilbility for damage that can occur.  Scratches off the lot can easily occur when the owner is not with the car, in a parking lot unattended. 

   Doing anything that is not on the "we-owe" would strictly be a goodwill gesture by the dealership. 

   In the case that ************** would like to figure out a solution that would be a gesture of goodwill on the dealership's part - she should do that through dealership personnel and not the BBB.

  Customer response

  03/22/2023

   
  Complaint: 19616587
  
  I am rejecting this response because:

  The Dealership took  ownership of the affected area when their service Tech, reported the damages and stated

  "scratches may not come out with buffing. 

  Re- Painting the affected area is required. Did not perform repair at this time"

  I then went to ****************** Body Shop for an estimate which was completed and submitted to  **********  Mazda Palatine location. The body shop sent two request with  no reply until I asked if they would call

  Mazda, my thinking was that they were not receiving the report, yet that was not the case, they just refused to answer them until they received the phone call from the body shop. 

  I don't believe anyone would say this was good customer service, stringing a customer along.

  I have submitted documents for your review. 
  
  Sincerely,
  
  ***********************

  Business response

  03/23/2023

  The attached document does not support customer's claims - customer purchased a car as-is and is requesting reconditioning after the fact, which we are not able to accommodate.  We consider the matter closed.  

  Customer response

  03/24/2023

   
  Complaint: 19616587
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  03/30/2023

   
  Complaint: 19616587
  
  I am rejecting this response because:

   

  Regarding Complaint $ 19616587

  *********************** / Napleton Palatine, Mazda Dealership

  This email is in response to Napleton Palatine Mazda response noted on Thursday, March 23,2023. My intention was to respond to the Dealership, however in error I closed the tab. With that said I  am providing my replay via this email.

  
  

  On date of purchase ******* 4,2023, I did not receive a Buyers Guide, However I did received the  (We Owe ) voucher which states "with the understanding that it is valid for only (30) Thirty Days ) I called for and received an appointment with Napleton Mazda ****************** on ******* 18,2023, which was with in the 30 days. I received the service on or about ******* 27, 2023. The report clearly states 

  "**** came out to inspect the vehicle and found scratches may not come out with Buffing.)

  (Re - Painting the affected area is required. Did not perform repair at this time.)

  This statement leaves the door open to having the scratches taken care of at a later date, or just leaving the date open.  Otherwise this statement is misleading to the customer. I am looking for Napleton **********************, ******************, to step up and provide the proper customer service to their customers. Miss leading information and miss guiding tactics is really poor customer service, truly not what I expected. Hoping you will right the wrong.

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

  Business response

  03/30/2023

  Customer is not referring to any documents provided during her deal. Customer is referring to estimate given to her to fix what she wanted, but was never agreed that dealer would pay for those repairs. See attached for we-owe that customer signed at the time of sale, stating nothing promised, nothing owed, vehicle is equipped as agreed. If anything were owed to customer, it would be stated on that document and this is the exact reason we have the customer sign this. Nothing is owed to this customer, they purchased the vehicle as is with nothing owed, and now are trying to negotiate after the fact when they had several chances over multiple visits to the dealership to inspect the vehicle before they purchased it. 

  Customer response

  03/31/2023

   
  Complaint: 19616587
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2018, I purchased a brand new 2018 Mazda CX5, along with the extended warranty that the dealership offered from *****************. *************************** was the salesman that sold me the car.In July of 2022, I contacted the dealership about cancelling my extended warranty. *************************, their finance manager, sent me the form to complete to start the cancellation. He circled the information that I needed to fill in, and said he would take care of the rest.The form was completed and sent to ***** along with a copy of the warranty paperwork. I was then told that it could take up to 3 weeks for the credit of $509.23 to appear on my car statement once the cancellation is approved. I called a few days later to confirm that he received the paperwork and submitted it. He said he did.I didnt hear anything back for over 2 months, and saw no credit on my statement yet, so I called ***** to check on the status of my cancellation. ***** told me that it was submitted, and that he would call ***************** for a status update, and call me back to let me know what was going on. He never called me back. I have called and left and left messages multiple times, and never receive a call back. When he does actually answer his phone, he says he will have to call back in ***** minutes, and doesnt call. I have tried leaving a message with *************************, the general manager with no return calls. *** spoken to *******************, who also said he would have ***** return my call within 24 hrs, still with no call back after 3 days. I have also spoken to ***************************, who said he would look into it, and return my call within 24 hours. No call back. I have called the Mazda ***************** and received little to help there as well.I was told that it would be no problem to cancel, just submit the forms, which was done the day they were sent to me. After 6 months, I just want this resolved so I can pay the car off, and they do nothing but avoid helping me in anyway.

  Business response

  01/20/2023

  We apologize for the miscommunication.  The cancellation has been processed as of today, and the funds are mailed to the customer's lienholder.  Safe estimate on them receiving it and processing it is probably 2-3 weeks.  This should resolve the matter.

  Customer response

  01/23/2023

   
  Complaint: 18857224
  
  I am rejecting this response because: I would like to keep the claim open until the check comes through and is for the correct amount of $509.23, since this will be the fourth time theyve said that the check was sent and it should be 2-3 weeks until I see the credit on my car statement.  

  
  

  I simply dont trust them at this point.  
  

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

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the Desember 12 2022 I bought the used car at Napleton Mazda in Palatine. The next day on the way back home the car started behaving difficult. I stopped for consultation with the expert. After checking I been told that the cars transmission is not good at all and its need to be replaced ASAP. That I cant drive this car. I took the car back to dealership and explain to them the situation. They told me that I bought the car as is and thats correct but the problem with transmission started the next day. And while I was buying the car they assured me that they did inspection and transmission in the good condition. anyway I left the car at the Napleton Mazda and they promised to check and give me a call and its already 24 hours since I left the car and nobody called me and nobody not doing anything about. Please help me. I just need the car to be properly fixed ASAP. While the car there if they can provide me different car for driving.

  Business response

  12/28/2022

   A resolution was reached with the customer to unwind the deal and give the customer a full refund.  

  Customer response

  12/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see attachment "Tell Us About Your Problem"There was too much to include, as there is a **** character limit.

  Business response

  04/29/2022

  The complainant experienced clutch failure in his car, it is being covered fully by Mazda under warranty. He has been provided a loaner vehicle to use during the repair. He did complain to one of our sakes managers, confronting him and personally attacking him with obscene names, even though he has nothing to do with the service department.  Our service manager spoke to him to apologize the next day. If he would prefer not to service his car with us, as it sounds from his complaint, he is free to do so.  We are doing everything required to fix his car under warranty with no cost to him. If he is upset about the clutch failing, he should either be complaining to Mazda Corporate, or the dealership he purchased the car from, which was not ours. We are simply trying to repair his car. The decision to cover his tow bill is Mazdas, not ours. 

*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. ↩