ComplaintsforRay Skillman Northeast Mazda

• Initial Complaint

  05/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My issue is after purchasing vehicle with *** Skillman Mazda NE I was asked to return vehicle in March 2024 after agreeing to lease agreement in December 2023, I owed no late fees or balance owed and returned the vehicle as they asked me, now a repossession of the vehicle is on my credit report after being informed that would not happened. I am now seeking to receive my down payment of the vehicle of $900 dollars. *** tried talking to Colt the ** in regards to a resolve as not having a vehicle has cost me employment/transportation to work. I have not heard anything from the dealership in regards to the matter. Ive been left with no car and not even a refund of my $900 down payment, I am not sure why this occurred or what to do at this point as I have been reaching out constantly for help on this matter.

  Business response

  05/15/2024

  ************** leased a vehicle from our dealership through the lease-here-pay-here program.  Below are details and dates of what transpired.

  10/9/23- Customer picked out vehicle *******- 2017 ****** Murano, stated he had a $5000 downpayment. The store approved him to make payments on the down payment.  Customer drove the vehicle for 6 weeks without making payments or signing contract paperwork. 
  
  11/9   paid $200
  11/10 paid $200
  11/18 paid $200
  
  11/18 took the Murano back from customer and told him he would find him something that didn't require a $5000 downpayment.
  
  12/30/23 - contracted him on a 2013 ***** Civic U9631 with $900 downpayment. 
  
  1/5/24 late on first payment
  
  1/12/24 late on second payment
  
  2/14/24 - told to get license plates
  
  2/23/24 told to buy plates- was using a dealer plate
  
  2/26/24- Store loaned customer a vehicle, supposed to be for one night.
  
  3/8/24 Store had to tell him to get out of the loaner vehicle, he took off dealer plate and put it on the civic that he leased.
  
  3/29/24 Store representatives had to go to customer's house to removed and retrieve the dealer plate

  4/9/24 vehicle was repossessed for no plates and behind on payments.

  We are considering this contract closed as a repossession.

  Please contact us with any questions.

  
  

  Customer response

  05/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  

  The ****** down payment was $4000 not $5000 and I made weekly payments towards that balance until I was forced to release the vehicle and they had me pick another for $900 I had put towards the $4000, I did in fact sign paper work for both vehicles, I worked with lease here pay here anytime I was late on payments, I have no balance overdue with them which is why taking the ***** without refund of $900 down payment makes no sense as to why you take the vehicle, I in fact worked in the service department there and was asked to return the keys the day of my last working shift there. I was never provided paper plates for the vehicle and was given a dealer plate in replace of that. I am only trying to obtain $900 refund due to not owning any money for car payments and not having a vehicle currently. Its not fair to have a repossession filed when I owe no money to the dealership and I gave they car back as they asked, the vehicle was never taken from my residence. 

  
  Regards,
  
  ***********************

  
  

  Business response

  06/07/2024

  At the time of repossession the account was delinquent, insurance wasn't provided, and the paper plates were expired. 

  Customer response

  06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I never owed any money at the time the dealership asked me to give vehicle back to their possession, I paid dealership insurance and was never given paper plates for the vehicle. So this is why I am seeking to receive my down payment of $900 because ultimately my means of transportation was revoked and I owed no money to the dealership at the time they ask for the vehicle back, I gave the vehicle keys over as they asked, I am seeking a simple resolve of receiving my $900 down payment back just to simply close the matter. 
  
  Regards,
  
  ***********************
  

  Business response

  06/27/2024

  The last payment made on the account was 3/8/24, the vehicle was repossessed on 4/9/24. The dealership provided you documents to take to the *** to get license plates and that wasn't completed. The vehicle was repossessed with expired paper plates. 

  Customer response

  06/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Im not sure what this has to do with refunding me my $900, when all my payments where up to date on the vehicle, having a repossession on my credit has prevent me from getting another vehicle, I didnt owe you all any money and gave the vehicle back when you asked.

  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/24/24 I had my vehicle towed to Ray Skillman Mazda 1630 Shadeland. I called and spoke with ******* at service desk and was told a tire would be around ****** but it had to be ordered and would not arrive until 5pm on 4/25/24. When I dropped off the key I clearly marked on the envelope that I could not get calls during daytime hours, I left my e-mail address and left my wifes cell phone number to contacted. On 4/25/24 when I left work I had multiple messages from ******* which included a video that my other tires were bald and they recommended they be replaced. ******* informed me they had replaced the blown-out tire and there was currently a tire special going on which was buy 3 tires and get one for $.01. This included an alignment and if I decided to do this, the cost would be ******. I told her I would call her back. She sent a message containing an estimate via the Ray Skillman Work Order System. On 4/26/24 my wife called and let ******* know to put the additional 3 tires on the vehicle. That afternoon, I got a call the wrong price was quoted to me. The price I was given was for a different tire. The quote in the system was now updated to 1496 or if I wanted three more tires like they put on, I would have to pay for 4 tires at a price of 1100. I explained that we had received a quote of ******. He apologized, but explained ******* was new. I picked up my car on 4/26/24, with only the one tire replaced. They gave me $25 off the price because of the mix-up in the estimate they gave me. Reputable businesses honor the quotes customers are given. I was given a quote and in one day, the quote went up $600. That does not seem a good way to treat a customer or do business. If a staff member does not know how to properly give quotes, maybe they should not be doing that part of the job alone yet. I believe they should honor the price their employee quoted of ****** for the buy 3 get 1 $.01, with a free alignment and balance.

  Business response

  04/29/2024

  Thank you for bringing this matter to our attention.
  We apologize for the mistake made by our new service advisor regarding the tire price quote. We understand your frustration and disappointment. We have investigated the incident and confirmed that our service advisor made an error in quoting the price for the wrong tires. We take full responsibility for the mistake and are taking steps to ensure our staff receives additional training to prevent similar errors in the future.
  While we apologize for the mistake, we cannot honor the lower price quoted in error, as it was for the wrong tires and not the correct ones suitable for your vehicle. Our pricing policies are competitive and fair, and we strive to provide excellent service to our customers. We value and appreciate your feedback in helping us improve our services. Thank you for your attention to this matter.

  Please let us know if you require any further information.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May ********* am writing to file a formal complaint against Ray Skillman north is Mazda for the following reasons: breach of contract, negligence, and infliction of emotional distress.On November 27th of 2023, my vehicle was diagnosed with a PCM issue, amounting to a total cost of $1464.95. This service was covered by my warranty company, with a 12-month coverage period. According to the terms of the warranty, if the work is not done correctly or if the same issue persists, the dealership is responsible for covering replacement parts and subsequent services.Despite multiple visits to address the recurring engine light issue, the dealership has failed to resolve the problem. Each visit has resulted in no action taken to rectify the situation. During my last visit, I experienced significant emotional distress and incurred substantial expenses due to reliance on Uber for transportation. As a single mother and healthcare provider, my vehicle is essential for maintaining my livelihood.Communication from the dealership has been inadequate, and their handling of the situation has been unprofessional. Despite being charged to fix the **** the dealership informed me that it was faulty, suggesting that I purchase a replacement from a junkyard. This is unacceptable given the terms of my warranty. Attempts to escalate the matter to upper management have been futile, with my concerns being dismissed and transferred around. The service supervisor has demonstrated a lack of seriousness in addressing the issue, stating that they are still searching for a PCM on **** while my vehicle remains unfixed. As a result of their actions, my vehicle is still inoperable, and I am forced to bear the financial burden of utilizing Uber for transportation. I demand a full refund of the initial service cost and additional compensation for the emotional distress and inconvenience caused, totaling between $5000 to $10,000. Failure to address this complaint satisfactorily will result in further action being taken.

  Business response

  03/07/2024

  We certainly understand the frustration this has caused. Unfortunately, the *** for this particular vehicle is no longer in production, therefore this was the only option available to get the proper part. The expense incurred of the $100 deductible by the warranty company shows as the only payment we have taken for the repair. I have requisitioned my accounting to refund the $100 deductible. ************** notes indicated that after the 3-day repair, you are now back in possession of the fixed vehicle. Please do not hesitate to reach out to us, and we will get your refund credited right away! Thanks

  Customer response

  03/09/2024

  Pardon me if my initial complaint was not clear and specific enough. Allow me to share a more specific and detailed complaint that I plan to present to the court if this issue is not settled. I have gathered all my evidence, including recordings of conversations with dealership employees, documentation of visits, video footage of diagnoses, warranty claim summaries, and records of my car parked at home while I use Uber.
  How it started: My car was brought in to Ray Skillman Northeast Mazda for complaints of the engine light being on and the vehicle not starting.
  Cause found from Ray Skillman after diagnosing my vehicle: "Internal failure to ***" on November 27, 2023.
  Correction made by Ray Skillman: They replaced the ***.
  Warranty 12/12 was agreed upon by Ray Skillman before the job was done, and I have a copy.
  Work was completed, and I was informed to pick up my vehicle.
  A few days after collecting my vehicle from Ray Skillman dealership, the engine light came back on, and the vehicle would not start.
  I contacted *** Skillman Mazda and reported the same issue, and I was scheduled to bring in my car. My insurance company towed my car to Ray Skillman.
  Ray Skillman inspected my vehicle and stated nothing was wrong with it.
  My vehicle was returned to me.
  A day or so passed, and I still experienced the same issue with my vehicle, engine light on, and the vehicle would not start.
  I contacted Ray Skillman reporting the same complaint, my engine light was on, and the vehicle would not start.
  I was scheduled to bring in the vehicle, and my insurance company towed the vehicle to Ray Skillman Mazda.
  It took weeks, close to a month, to get a clear understanding of what was going on with my vehicle. I called to follow up, and I was given the runaround from simple employees with no knowledge to supervisors with no knowledge, to someone claiming to help but eventually deferring back to the initial employee with no knowledge. The chain of command is very bad at this dealership.
  After all my calls, I got a call from Ray Skillman, where I was told by an employee with no knowledge that the cause found on my car was internal failure to ***. This employee suggested I should go to a junkyard to find the *** parts and pay out of pocket to have the job redone or trade in my vehicle. I had to remind them that I have a warranty for 12 months that was agreed upon by Ray Skillman beforehand, and it is their job to fix this issue.
  I was shocked by this because my warranty company was charged $1,464.95 to fix this issue, and I have receipts from both my warranty company and from Ray Skillman when the job was completed.
  I called and spoke with the supervisor, reminding him that it is their job to do this job properly and replace anything necessary due to my warranty on this job for 12 months. The supervisor told me they are unable to find any parts to fix my vehicle.
  My vehicle was returned back to me unfixed weeks ago, sitting in my driveway with the engine light still on and it wouldnt start.
  I have another dealership willing to fix the vehicle since Ray Skillman said that there are no parts. Another dealership has gone to aftermarket parts and found what my vehicle is in need of and is willing and ready to fix the issue. I just need a return of my money.
  There are a lot of aftermarket Mazda parts available, including at local junkyards and on ***** Ray Skillman is unwilling to fix my vehicle.
  My warranty company has refused to pay another mechanic for the same internal failure to *** issue for which *** Skillman claimed they fixed and charged my warranty. Ray Skillman diagnosed my car three times with the same issue, and they have made no attempt to fix it.
  Ray Skillman has interest in my vehicle, for which I will never sell to them or trade in. I did not purchase my vehicle with Ray Skillman, and I will never do a trade with this company.
  I want a return of my money, $1,464.95, to get my vehicle fixed, and additional compensation for this runaround, abuse, and stress caused by *** Skillman. I am a provider and I have commitments to patients. I am a mother and have commitments to take care of my baby, such as doctor ************ and drop-offs and pickups from daycare on time. Im spending a lot of money on Uber unnecessarily due to this company Ray Skillman Northeast Mazda's incompetence.
  Ray Skillman Northeast Mazda's response to my complaint does not match up with the evidence of documents on both our records. My vehicle was returned to me unfixed with discharge paperwork stating that.

  Customer response

  03/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************

  Pardon me if my initial complaint was not clear and specific enough. Allow me to share a more specific and detailed complaint that I plan to present to the court if this issue is not settled. I have gathered all my evidence, including recordings of conversations with dealership employees, documentation of visits, video footage of diagnoses, warranty claim summaries, and records of my car parked at home while I use Uber.

  How it started: My car was brought in to Ray Skillman Northeast Mazda for complaints of the engine light being on and the vehicle not starting.
  Cause found from Ray Skillman after diagnosing my vehicle: "Internal failure to ***" on November 27, 2023.
  Correction made by Ray Skillman: They replaced the ***.
  Warranty 12/12 was agreed upon by Ray Skillman before the job was done, and I have a copy.
  Work was completed, and I was informed to pick up my vehicle.
  A few days after collecting my vehicle from Ray Skillman dealership, the engine light came back on, and the vehicle would not start.
  I contacted *** Skillman Mazda and reported the same issue, and I was scheduled to bring in my car. My insurance company towed my car to Ray Skillman.
  Ray Skillman inspected my vehicle and stated nothing was wrong with it.
  My vehicle was returned to me.
  A day or so passed, and I still experienced the same issue with my vehicle, engine light on, and the vehicle would not start.
  I contacted Ray Skillman reporting the same complaint, my engine light was on, and the vehicle would not start.
  I was scheduled to bring in the vehicle, and my insurance company towed the vehicle to Ray Skillman Mazda.
  It took weeks, close to a month, to get a clear understanding of what was going on with my vehicle. I called to follow up, and I was given the runaround from simple employees with no knowledge to supervisors with no knowledge, to someone claiming to help but eventually deferring back to the initial employee with no knowledge. The chain of command is very bad at this dealership.
  After all my calls, I got a call from Ray Skillman, where I was told by an employee with no knowledge that the cause found on my car was internal failure to ***. This employee suggested I should go to a junkyard to find the *** parts and pay out of pocket to have the job redone or trade in my vehicle. I had to remind them that I have a warranty for 12 months that was agreed upon by Ray Skillman beforehand, and it is their job to fix this issue.
  I was shocked by this because my warranty company was charged $1,464.95 to fix this issue, and I have receipts from both my warranty company and from Ray Skillman when the job was completed.
  I called and spoke with the supervisor, reminding him that it is their job to do this job properly and replace anything necessary due to my warranty on this job for 12 months. The supervisor told me they are unable to find any parts to fix my vehicle.
  My vehicle was returned back to me unfixed weeks ago, sitting in my driveway with the engine light still on and it wouldnt start.
  I have another dealership willing to fix the vehicle since Ray Skillman said that there are no parts. Another dealership has gone to aftermarket parts and found what my vehicle is in need of and is willing and ready to fix the issue. I just need a return of my money.
  There are a lot of aftermarket Mazda parts available, including at local junkyards and on ***** Ray Skillman is unwilling to fix my vehicle.
  My warranty company has refused to pay another mechanic for the same internal failure to *** issue for which *** Skillman claimed they fixed and charged my warranty. Ray Skillman diagnosed my car three times with the same issue, and they have made no attempt to fix it.
  Ray Skillman has interest in my vehicle, for which I will never sell to them or trade in. I did not purchase my vehicle with Ray Skillman, and I will never do a trade with this company.
  I want a return of my money, $1,464.95, to get my vehicle fixed, and additional compensation for this runaround, abuse, and stress caused by *** Skillman. I am a provider and I have commitments to patients. I am a mother and have commitments to take care of my baby, such as doctor ************ and drop-offs and pickups from daycare on time. Im spending a lot of money on Uber unnecessarily due to this company Ray Skillman Northeast Mazda's incompetence.
  Ray Skillman Northeast Mazda's response to my complaint does not match up with the evidence of documents on both our records. My vehicle was returned to me unfixed with discharge paperwork stating that.

   

  
  

  Business response

  04/05/2024

  Dear ****************,
  
  
  We understand your frustration with the recurring issue with your vehicle's *** and the inconvenience it has caused you. Please allow me to address your concerns. When your vehicle was initially diagnosed with a *** failure, we replaced the *** unit as per the warranty coverage. Unfortunately, despite our efforts, the issue persisted, and we were unable to resolve it through our standard repair processes. Given the unique circumstances and the unavailability of genuine parts from the manufacturer, we took the initiative to source an aftermarket *** unit, which was approved by both you and your warranty company. However, it appears that even the aftermarket unit did not resolve the underlying problem.
  At this point, we have exhausted all reasonable avenues to rectify the situation within the scope of our service capabilities. While we empathize with your frustration, providing a refund for additional compensation is not feasible, as we have already made sincere efforts to address the issue within the terms of your warranty coverage. We understand that you may feel dissatisfied with the outcome but are unable to change the current circumstances. Our team has worked diligently to find a resolution, but the complexity of the issue and the limitations of available parts have prevented us from achieving a satisfactory outcome. Moving forward, we suggest exploring alternative options, such as seeking assistance from other ******************** service providers or consulting with your warranty company for further guidance. We regret the inconvenience this situation has caused you and hope you can find a resolution that meets your needs.
  
  
  Please let us know if you have any other questions or concerns that we can address within the scope of our capabilities

  Customer response

  04/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  

  Customer response

  04/09/2024

  Your company should be served by Thursday or Friday. *** already filed my complaint with small claims court, and Im seeking $10,000.  Most of your response and explanation to my complaint does not make sense and when something doesnt make sense, its a lie, so save the explanation for the judge please and thank you.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of 2023 my vehicle was towed to Ray Skillman to have my engine replaced. I discussed the reason with the service agent ( who has since been terminated along with other staff involved for lack of enthusiasm as one staff put it). My bill estimate kept changing from approximately 9-8 thousand dollars depending if it was new or used. I asked is there another place they could use. I was told no. But with my 2400 warranty it would be just under 6000 for a used engine. I was also told that I had to agree to an engine breakdown that was 1200 dollars non refundable, if I took my vehicle elsewhere. It took approximately 4 weeks to get this done. I had to involve a manager. So we were looking for one ourselves, which I was told we could do. In the mean time that's when the staffing change occurred. I got a call from another agent ( this is how they were referred ) asking about my vehicle and looked up my car and said that the bill was actually 3600. What a difference! I also got a call asking if I had a loaner and I said no , but I had requested one. I asked to speak to the general manager multiple time over a course of months. It took approximately 5-6 different ones until this happen. I was told I to speak with one particular manager. I was told that I would have my vehicle ready asap and the tire rod that I wasn't told about would be fixed for free. It took two attempts to get a engine , several week in between. On the average, at least a week to get a response ( text, voice- mail ,and messages). I had discussed a reduction in my bill, payment plans ( due to the time it has taken), ultimately just take the 2400 from my warranty and call it a day. I had asked to speak with the general manager again, but I was told he wanted it handled by the current service manager or agent. At this point I don't who I'm speaking with or should be speaking with. I don't have enough characters left to entail everything. It's February of 2024. All I see and hear is your car is ready.

  Business response

  03/11/2024

  We certainly understand that an auto repair can leave you digging into your own pocket! We hate to hear that the communication on your end does not seem enough. We have been trying to reach out to you in regard to your vehicle being ready for pick up! We offered all allowable discounts, and the warranty company has stepped in and covered brake pads! Please let us know when is the best time to pick up your vehicle! We hope to earn your business again, and trust that it will be up to your standards!

  Customer response

  03/11/2024

  I was told that the tire rod would be fixed at no cost. I was told I would receive a discount. If the quoted bill was 3600, why was the end amount more than that (after a discount). There was no miscommunication on my part. There was a continuous lack of communication from Skillman. I was supposed to be communicating with a person assigned to speak with me and that ultimately fell through. I asked to speak to the General Manager again and was told he had someone already communicating with me and that's who I would need to speak with. At this point *** Skillman is trying to hold me responsible for their lack of enthusiasm ( as one employee put it). This steems from the initial Service agent, whom I was told didn't have the full compacity to follow through on Skillman's end. As they put it, they were giving him an opportunity to do the job. At my expense? My resolution still stands.

   

  My breaks and engine were already covered by the warranty. I was told they would cover the other repair because it took so long to fix my vehicle. They told me cooperate questioned the time period in which it took to fix my vehicle. I am asking for the the number of cooperate as they may better assist me. The have addressed that my vehicle is ready for pick up but they have not addressed my questions or concerns of time frame, the change in prices, and the fact that my questions and concerns are passed around from person to person but never resolved. 

  Customer response

  03/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I was told that the tire rod would be fixed at no cost. I was told I would receive a discount. If the quoted bill was 3600, why was the end amount more than that (after a discount). There was no miscommunication on my part. There was a continuous lack of communication from Skillman. I was supposed to be communicating with a person assigned to speak with me and that ultimately fell through. I asked to speak to the General Manager again and was told he had someone already communicating with me and that's who I would need to speak with. At this point *** Skillman is trying to hold me responsible for their lack of enthusiasm ( as one employee put it). This steems from the initial Service agent, whom I was told didn't have the full compacity to follow through on Skillman's end. As they put it, they were giving him an opportunity to do the job. At my expense? My resolution still stands.

   

  My breaks and engine were already covered by the warranty. I was told they would cover the other repair because it took so long to fix my vehicle. They told me cooperate questioned the time period in which it took to fix my vehicle. I am asking for the the number of cooperate as they may better assist me. The have addressed that my vehicle is ready for pick up but they have not addressed my questions or concerns of time frame, the change in prices, and the fact that my questions and concerns are passed around from person to person but never resolved. 

  
  
  Regards,
  
  ***************************

  
  

  Business response

  04/17/2024

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

  We understand the frustration you are feeling in regards to this. However, after reviewing your account it looks like the warranty company did cover $2400 on 8/23. On 8/25/23 you had informed us that you were working with the Selling dealer and needed us to give a cause for the engine hole. Our advisor indicated that it would be an additional $1700 for us to tear down the engine, to which you approved. During the process, we provided a courtesy loaner vehicle, which unfortunately wound up with collision damage that we worked through. On 10/17/23 you informed your advisor that you were now looking elsewhere for a cheaper engine. Due to the circumstances, our service manager gave a $700 discount, bring us to the $3600 range you are referring to. We have been trying to get your vehicle back in your possession but have been unable to, due to you informing us that you would not be collecting the vehicle or paying until speaking with management. We would again love to set up a time to show you all of the physical paperwork in reference to how the bill is broken down, and have you collect your vehicle before the time frame causes us to add a mechanics lien. Please reach out to us so we can get a time set up for you to sit with our service manager to review the bill and pick up your vehicle! You can contact myself or ****** (service manager) anytime today before 7pm at ************

  Business response

  04/29/2024

  I have sent a complete break down on the cost of vehicle per ms ******* request. I have reached back out to the customer by phone and not been able to get ahold of her to verify she read through the final bill and if she was ready to pick up her vehicle.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/07/2023 I walked into Ray Skillman NE Mazda with the intentions of purchasing an vehicle, the car i selected had some issues that were to be repaired like a busted windshield, needing to be detailed and needed brakes. I put my down payment down and was told the vehicle would be ready on 10/09/2023 the car was not ready until 10/11/2023 as i was driving the engine blow up and car had to be returned to the dealership for repair car was to be ready on 10/17/2023 car wasn't returned to me until 10/20/23. Payments were being made ON 1/26/2024 I sent my daughter in to get the paperwork for the plates and was informed that the car was being repossessed and had been in repossession status since 1/12/2024 without prior knowledge being provided to me and i had just made 3 payments towards the car payment. On 1/29/2024 i made two attempts to contact ******* and was informed that she would not be returning the vehicle without any further information when i asked for her Supervisor's information she declined and said she will contact me before hanging up in my face.

  Business response

  02/12/2024

  During repairs on vehicle, customer was provided a loaner vehicle by our company. The vehicle was wrecked in customers possession. Upon getting their vehicle back repaired, customer was allowing an unauthorized person to be driving this vehicle on expired registration and plates. This was a breach of agreement on the purchase. Our **** director, *********, has been in contact with customer informing them of why the repossession was taking place, due to breach of agreement. Please feel free to reach out for any further inquiry or clarification on the matter. Thanks!

  Customer response

  02/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I was not notified that I was in breach of a contract by anyone ,when I contacted ******* on 1/29/2024 and asked for the corporate office number she stated and I quote no she will be in contact with you to date Noone has been in contact with me.
  
  Regards,
  
  *******************************

  
  

  Business response

  02/16/2024

  Multiple messages have been left for the customer with no communication back, if she would like to reach out to myself or ********* at ************, please feel free to do so. Thank you

  Customer response

  02/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  im not gonna keep going back-and-forth with *** Skillman Nor its employees.As I stated previously, no one has tried to contact me from Ray Skillman. There could never be a breach in a contract or have not unauthorized driver. I wouldnt have signed that When I originally purchased a car, I informed ****** that my daughter will be picking the car up for me Because I worked two jobs and I couldnt leave instead of my daughter, picking the car up for me the sales lady *** brought the car to me again no paperwork was provided to me.if need be, I will get an attorney and we will take it from there

  Regards,
  
  *******************************

  
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I saw an ad on ******** posted by Ray Skillman Buick GMC Northeast Events claiming to have vehicles available for $90 down. I had to message the business claim a voucher and make an appointment, all of which was completed and confirmed by the business. I arrived for my appointment and spent three hours being passed around to four different people all claimed my down payment was $1000. They claimed to know nothing about the ad or the promotion and refused to honor it. I have not heard anything from them since except a response to my ****** review but no offer to make it right or honor the promotion.

  Business response

  01/19/2024

  This is for the wrong store. Complaint is for Ray Skillman Buick GMC Northeast ,

  We are Ray Skillman Northeast Mazda, a separate entity.

  Business response

  01/19/2024

  Dear *************,

   We would love to get you in contact with *** Skillman GMC, as we, Ray Skillman Northeast Mazda, are not the same entity and run separate promotional ads!
  Please confirm this is the location you had an issue arise for, and let me know how We can be of further assistance !
  
  *** Skillman GMC Contact information :
  *************************************************************************
  Phone: **************

  Thanks!

  Colt Key
  GM
  Ray Skillman Northeast Mazda
  *************************************************
  ************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Ray skillman 11/2023. Shortly after my transmission failed. I took my vehicle to the dealership on 1/4/24 and was without any update or loaner car until the following week of 1/11/24. I reached out to bill skillman, **************************** & received a response from *** about following up with a Colt at the ** Mazda location. I also spoke with an **** who reassured me that I wouldnt have to make my payment & that I would be placed in a loaner car. My account manager team trying to overstep ***** authority & make me pay because she feels like shes covering my repairs when they knew the transmission was slipping prior to me buying it. Im requesting my full down payment of 750 and each payment of ****** that I made on the 2015 **** Escape. Not to mention the loaner car check engine was on when given to me as well. Ray skillman is in the business of selling lemon cars.

  Business response

  01/18/2024

  After speaking with *************************** yesterday, *** Skillman Mazda has decided to terminate the lease on the 2015 **** Escape and refund all the payments that have been made on the account. 

  Customer response

  01/18/2024

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  11/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 7, 2023, I purchased a used vehicle from the Ray Skillman dealership. The vehicle was not in the condition the sales and service department attested. I returned to the dealership on Sept 10, 2023 seeking a refund. The request was denied. The bank was contacted and was informed a refund could be issued by the dealership. The dealership refused issue a refund, but would make the repairs to the vehicle and help me find a new vehicle. Supposedly, the sales manager was helping me find a vehicle, but the purchase never happened. On Sept 11th, the vehicle was taken to service for repairs. It was kept until Oct 26th. The repairs weren't completed. I was told to take the vehicle to another dealership for repairs, but Ray Skillman has not agreed to pay for the repairs. Ray Skillman did not have the title to the car. I am can't to register and title the car. Oct 22nd, the paper plate expired. I tried to register the vehicle on Oct 10th and 19th, but the dealership didn't have the vehicle title transferred in their name. I can't register and title it. Oct 23rd, I returned to the *** to register the vehicle. I couldn't. The dealership didn't have the right to sale the vehicle without a proper title. Oct 23rd, I went to the dealership again and requested a refund of funds since they sold me a vehicle they did not have the title to. Oct 24th, Ray Skillman requested an expedited title from the *** while I was sitting in the ***. I returned to the dealership and requested a refund again. My request was denied. Oct 26th, I picked up the vehicle. A dealership plate was put on the vehicle. As of today, Nov 26th, the dealership plate is on the vehicle. I cannot register and title the vehicle. I am making car payments on a vehicle I legally do not own, and Ray Skillman will not issue a refund to the bank. The actions of the employees of Ray Skillman dealership have been unethical. I am requested a refund due to them not doing good business.

  Business response

  12/11/2023

  Consumer *********************** Purchased a 2010 ********** EOS from our dealership on 09/07/2023. At the time of purchase, the Customer signed and acknowledged the AS-IS Buyers Guide. On 9/12/2023, the Customer brought the vehicle in for a diagnosis , "customer states 'windows don't come down when opening door'". A dealership technician found that there was a malfunction with the master window switch and regulator on 10/06/2023. The customer was informed that since we are a ****************** dealer, we did not have a certified ********** mechanic, and would need to sublet the work to a certified ********** dealer for further diagnosis and repairs. We, the dealer, had a delay in funding with the Financing institution, causing a delay in paperwork to the customer to **********. We, as the dealer, provided the customer with a dealership metal plate during the delay, to ensure the consumer was driving legally. On 11/24 we, as the dealer, attempted to reach the consumer to let ************* know the *** had her paperwork, however we did not make contact. On 11/28/2023 a representative was able to make contact with the consumer and inform her that she could go to the *** at her earliest convenience. As of the date of responding we, as the dealer, believe in full faith there are no outstanding concerns or issues related to consumers Complaint. 

  Customer response

  12/21/2023

  The complaint has not been resolved. I have not received a notification that I needed to respond until today. The company has not made good on my complaint.  

  Customer response

  12/21/2023

  The dealership did not reach out me until December. I spoke with the representative and visited the *** to register the vehicle. It took 2 months to register the vehicle that dealership sold. 

  Customer response

  12/21/2023

  The dealership stated they would pay for the repairs to the window, but they have dodged and came up with new reasons why they would not pay for the repairs. The dealership has not acted in good faith. 

  Customer response

  12/27/2023

  I understand the vehicle was sold as-is. The dealership is the one that made the claim to repair the vehicle. The issue with the dealership selling the vehicle without proper title is my issue. They didnt stand behind their word nor did they have a right to sell me a vehicle they didnt have a title to. All of my attempts to return the vehicle were failed, and empty promises were made about what they were doing to make things right were never done. The cancellation of gap insurance and warranty still hasnt been done. I e been trying to sell the vehicle, but I couldnt because I couldnt register the vehicle. I cant trade the vehicle because the gap and warranty havent been refunded. I have done everything I was supposed to do, The dealership hasnt done anything they were supposed to do. They are manipulating the system. 

  Customer response

  12/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I understand the vehicle was sold as-is. The dealership is the one that made the claim to repair the vehicle. The issue with the dealership selling the vehicle without proper title is my issue. They didnt stand behind their word nor did they have a right to sell me a vehicle they didnt have a title to. All of my attempts to return the vehicle were failed, and empty promises were made about what they were doing to make things right were never done. The cancellation of gap insurance and warranty still hasnt been done. I e been trying to sell the vehicle, but I couldnt because I couldnt register the vehicle. I cant trade the vehicle because the gap and warranty havent been refunded. I have done everything I was supposed to do, The dealership hasnt done anything they were supposed to do. They are manipulating the system. 
  
  Regards,
  
  ***********************

  
  

  Business response

  01/18/2024

  To whom this may concern, 

  We (Ray Skillman ********** Mazda) recognize the complaint from *********************** and are deeply apologetic for the inconvenience this process has caused her. We pride ourselves in customer satisfaction and don't take situations like these lightly.

  We sent the proper title paperwork to the lienholder within the appropriate timeframe. The issue came up with a titling delay, which has been resolved.

  In regard to the warranty and gap cancellations, ************** did come to our location and signed documentation for a full refund of those cancellations. When we reviewed the paperwork for the cancellations, there were document(s) missing for AAGI, which ************** now has in her possession to finish the cancellations. Once all cancellation paperwork is fully submitted, the refund amount will go to the lienholder towards the balance of her loan.

  We hope that our efforts to resolve this issue are received in good will and help ************** get the resolution she's looking for.

  Customer response

  01/18/2024

  I was finally able to register the vehicle December 2nd. The vehicle should have been registered at the latest October 21st. Their affidavit stated the paperwork would be completed by October 10th. The dealership never processed my refund for Extended Warranty or ************* even after making the request October 10th and again December 2nd. I made the request again on January 15th. Supposedly, the paperwork is being processed. The dealership sold a vehicle without ownership. I havent been able to sale vehicle because the dealership didnt follow their procedures. I have done all that was required of me, but they have not. My complaint is valid even though the dealership is making it seem like I am being unreasonable. I expect a company to perform the service they advertise and follow the laws of the state. I did my part, and they should have done their due diligence to ensure all paperwork was properly filed, but they didnt. On top of all their poor business practices, they sold me a piece of junk that has been in the shop or down more than I have driven it. Have a great day. 

  Customer response

  01/18/2024

  In response to Ray Skillmans claim there were missing documents. The documents werent missing. They failed to file them on three separate occasions. They dont pride themselves on customer service. They seem to enjoy taking advantage of customers. Their business practices have been unprofessional at best and deceptive at worst. No matter what I say they are going to continue to spin it as though they simply made a mistake. They refused to correct their mistakes for months. Each time I came to the dealership, I was assured they were correcting the issues from the repairs that were never made the paperwork that was not filed in a timely manner, and the cancellation that was never filed. As a customer, I am disappointed and unsatisfied with the service provided and the product I purchased. I learned an expensive ****** and will never purchase anything from Ray Skillman. They took advantage of me and have cost me a great deal of time and money for a car that isnt worth the gas I have put in it. 

  Customer response

  01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  In response to Ray Skillmans claim there were missing documents. The documents werent missing. They failed to file them on three separate occasions. They dont pride themselves on customer service. They seem to enjoy taking advantage of customers. Their business practices have been unprofessional at best and deceptive at worst. No matter what I say they are going to continue to spin it as though they simply made a mistake. They refused to correct their mistakes for months. Each time I came to the dealership, I was assured they were correcting the issues from the repairs that were never made the paperwork that was not filed in a timely manner, and the cancellation that was never filed. As a customer, I am disappointed and unsatisfied with the service provided and the product I purchased. I learned an expensive ****** and will never purchase anything from Ray Skillman. They took advantage of me and have cost me a great deal of time and money for a car that isnt worth the gas I have put in it. 
  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came in the dealership on 09/18/2023 and I was told I needed a Catalitic Convertor. I was also told that I had a warranty that was good until 11/23/2023. When I came back in to pick up my vehicle still under the assumption that my warranty was still valid. The agent that helped me made me thing that i was paying ****** when in all actually it was 2****** Later when I acttual looked at the bill I almost had a heart attack. Immediately I called and asked what happened to the the warranty and he said it did not go through because of the mileage. I asked why didn't someone call me. He said he thought we had this conversation. I said NO Sir I didn't talk to anyone. I would have never agreed to those prices. I would have called around to get a better deal. This has caused me a financial hardship and they only game me ****** back which had me still paying double.

  Business response

  10/23/2023

  *****,

  Our records are showing that on 9/15/2023 you brought your Buick into our service department. On the 18th, you were sent a video inspection from the technician explaining that the catalytic converter and O2 sensor needed to be replaced. Whilst we did attempt to contact GM about the warranty, unfortunately the miles on your vehicle prevented the repair from being covered.  Upon reviewing the video, you pre-approved us ordering the parts with a quoted cost of $2171 before taxes. After paying the quoted amount and taking possession of your vehicle back, we understand that you did not read through the final pricing. We understand that in the rush, you may have looked over it. Upon contacting our platform manager, he understood as well and agreed to issue a partial refund by dropping the price of Labor and Parts to employee pricing and refunded you $600.20. While we do not wish to ever place a customer in a hardship, all costs were disclosed, approved by the consumer, and ultimately partially refunded. We value your business and hope that this has offered some clarification. Please see attached video details and pre-authorization we were given included in this response.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the victim of a predatory loan situation. I was lied to about being about to refinancing and I have not been able to. I was mislead and it was done knowingly. I have an extremely high interest rate and I need to get out of the car yet they are not trying to help especially when they know they were at fault in this transaction. The individual who represented Ray Skillman was later fired for doing this to multiple people yet no action has been taken in fixing the issue.

  Business response

  09/18/2023

  Consumer was directly out of chapter 7 bankruptcy, rate from lender was based upon credit worthiness. Vehicle ******* and cost acknowledgement included in attached. Negative equity would not be dependent upon market value, miles, and condition since the vehicle was driven off of our lot. No employee under the Ray Skillman Northeast Mazda was terminated under the pretense of predatory loan misleading. 

  Business response

  09/18/2023

  We hate to hear any thought of predatory loan generation! In the case, Consumer was directly out of chapter 7 bankruptcy, rate from lender was based upon credit worthiness. Vehicle ******* and cost acknowledgement included in attached. Negative equity would now be dependent upon market value, miles, and condition since the vehicle was driven off of our lot. No employee under the Ray Skillman Northeast Mazda was terminated under the pretense of predatory loan misleading. 

  Customer response

  09/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  The loan itself is proof that it was predatory. More than 2 of their employees stated that the manager was fired for like loans to multiple consumers. They have not reached out to me in anyway nor attempted to resolve the issue. They did however try to sell my daughter another vehicle and rN my credit without my permission. Their denial is not enough. They have placed a consumer in a precarious situation knowingly and fail to take accountability for what their employees did. Unacceptable. 
  Regards,
  
  *********************
  

*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. ↩