Complaints

This profile includes complaints for Ray Skillman Westside Imports, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ray Skillman Westside Imports, Inc.

  5155 W Pike Plaza Rd Indianapolis, IN 46254-3004

  
• 

  Ray Skillman Westside Imports, Inc.

  5051 W Pike Plaza Rd Eagle Creek, IN 46254-3002

  

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:03/13/2025

  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.

  March 2024 I bought a used 2018 Hyundai Santa Fe Sport. Currently, I have 90k miles on it and for the past couple oil changes I've noticed the oil consumption extremely high. The dealership is refusing to replace my engine after not disclosing any service issues or open recalls with the vehicle. I have been in contact with 2 different dealerships and getting nowhere! The integrity of the employees at that location is questionable. When I first purchased the vehicle they only gave me 2 options based on my credit. I mentioned another vehicle that was on the lot which I also was approved for and the salesman told me they were "holding" that vehicle for someone else, which was an obvious lie the way he was stumbling over his words trying to make it make sense. I was basically cornered into only being able to purchase the hyundai ***** fe sport because the other option they presented had known issues as well. I looked at the car fax and their was no mention of recall/oil consumption service issue. I am seeking a full refund for the vehicle OR a new replacement.

  Business Response

  Date: 03/13/2025

  Good afternoon, 

   

   

  I am sorry to hear that you are now having some issues with your Hyundai. Each manufacturer has certain requirements that we must follow. On oil consumption with Hyundai, they do provide a process to see if your vehicle is out of the manufacture's specs. We must follow them. It sounds as if you have had two dealerships trying to explain the process to you. Ray Skillman did not provide a warranty on your purchase. Any Manufacture warranty would be provided by Hyundai. We would love to assist you in getting your motor covered by Hyundai, but we are not able to force them to go outside of the guidelines they have set for every consumer. 

   

  Thank you 

   

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10th August 2024, I, entered the premises of Ray Skillman Mazda West. Once there, I was interested in knowing an approximate price of a few vehicles and was consulting with one of their sales agents, ***********************************. I clearly told **************** that I was not looking to purchase/lease a vehicle on 10th August repeatedly. I told her repeatedly that my timeline to lease a vehicle was more than ************************************************** inquiring about the vehicles there and wanted to know an estimate of the prices I would be paying. **************** insisted that I would need to provide my social security number and complete paperwork to even know estimated prices. When I was reluctant to provide these details, she insisted that this would only cause a soft inquiry and not a hard inquiry on my profile. I confirmed with her repeatedly, and she insisted that it would only be a soft inquiry. She also asked me to provide my social security details on a form. I asked her again if this was necessary or if I can provide them directly to the finance manager and she again insisted that I write my details I was then introduced to the manager, *********************** who told me they ran a check and I got notifications on my phone, that a hard inquiry had taken place on my credit report. I was taken aback by this and was informed rather callously that this was a hard inquiry. **************** mentioned that she was new at the dealership and was not aware that this was going to be a hard inquiry and apologized multiple times. The manager, **************** refused to take any accountability. I asked them to provide me with a letter to dispute this inquiry and they provided me with the letter on 12th August 2024, however, this letter fails to mention Ms. ******* error in providing the right information, and the clear lack of communication between **************** and ****************. When I asked **************** about this, he said this is hearsay and I will not agree to what **************** mentioned.

  Business Response

  Date: 08/13/2024

  **************, 

   

  I am sorry for the misunderstanding. We do offer full price disclosures online and payment quotes to every guest also.  My staff misunderstood your request for exact payments based on what your individual credit situation would allow you to qualify for. That is why a credit application was requested. **************** is new to our team and she did not in anyway want to mislead you. When a credit application is filled out and signed our team was thought to believe you understood that a credit inquiry was agreed upon. We also disclosed any potential lenders we may send your application to at the time of signing.  **************** was not aware of the terms of hard or soft credit pull. We do apologize for misunderstanding your request for specific payment request based on your individual credit situation.  If **************** understood your question I believe the situation would have been different. It was a honest mistake based on the error in communication as to what you were requesting. She simply did not understand your question as to a soft or hard credit pull. 

   

   

   

  Customer Answer

  Date: 08/13/2024

  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 understand that **************** made a mistake and I only wanted **************** to mention this exact detail of the error in a letter that I could send to the credit bureau, but he refused to do that despite **************** apologizing for her error. **************** refused to be of any help in this matter, he repeatedly mentioned he won't do anything else and hence, I raised this complaint. I even spoke to the General Manager and he couldn't help much either. 

  I will be sending in my dispute to the credit bureaus and I hope that *** Skillman at least helps me close the investigation that will be undertaken by the bureaus. 

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************** *****

  
  

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my car serviced at ************* side, and when I went to pick up my car I seen damage to my car that wasnt there when I dropped it off. I went right back in and asked who test drove my car and ************************* said I did hunny to test drive and get a car wash. I asked who caused the damage to my bumper and ***** said let me get my manager. ***** came out of his office and asked me what happened and I showed him the damage that wasnt there. They verified it with the pictures of the car when dropped off. ***** offered to get it off my car, but wasnt able to get off completely. He said he needed touch up paint and will call me when it get there. I went to the General manger *** and told him what happened and he said h*** investigate and check cameras, because service department was denying that they didnt do it. ****************** refused to give up the pictures and video from that day. This wouldve verified what happened to my and my story. *** hasnt been contacting as he should, so I told him I would rather take my car elsewhere to fixed! I showed him the estimate and he said he wasnt honoring the estimate because they wanted to do the whole bumper. Its very draining and stressful trying to get this resolved. Im not happy with the service nor being called a liar. Also while having my car they overheated my engine and lied on the paperwork saying I brought it in with the check engine light on, but thats false it was there for the recall on my car. My car smells like burnt antifreeze and it didnt when I dropped it off. Theyre covering up what happened and I want accountability. Release the video.

  Customer Answer

  Date: 07/01/2024

  Good afternoon! It was Ray Skillman Kia west side *******************

  Business Response

  Date: 07/08/2024

  ***************, 

   

  Thank you for the information on this client's concern. I have talked with my team, and they have also been in contact with *************.  We did not damage the vehicle while it was in our possession. Our service manager and sales manager agreed to do a good will accommodation to have a third-party vendor do repair of a scratch that ************* believes we did. We do not agree to that but tried to offer a solution everyone could agree to. ************* too the vehicle to another body shop and suggested that we pay to replace the entire bumper.  We declined to do so as we do not agree that we did any damage to her car in the first place but also the bumper would not need to be replaced to repair a small approximately four-inch scratch.  So, for these reasons we are not able to meet this customers' demands. We strive to provide the best customer service and we offered to make some accommodations even though we did not damage the vehicle.  

   

  Thank you 

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

  Vice Pres

  Ray Skillman Westside Kia 

   

  Customer Answer

  Date: 07/09/2024

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

  The business is lying to cover up what happened to my car while it was in their possession. I came right back in as soon as I seen the damage and reported it as seen on camera. Also address the lie of my service engine light wasnt on when I brought my car. The paperwork states I brought it in with the check engine light on which is fraudulent. I sent pictures to verify no lights was on upon arrival. So how did my car overheated in their possession. I was concerned the whole time they had my car and asked if anything was wrong and ***** and ****** both said it was okay. Car was driven for 6 miles for a test drive and something happened in that time. Has been a horrible experience dealing with this Car lot. All they had to do was take accountability for what happened and stop lying. I do not trust them with my car. If it wasnt any pictures taken how would you know if the damage was already there?? I sure they caused the damage to my car.

  
  

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told that the 2016 dodge Durango qualified for the in house leasing program and to wait for inspection so to make sure then I could place the deposit down on the truck so that it is held for me. I was contacted on 4/13 advising me that I could pay the deposit for the vehicle and when it comes in it will be mine. Come to find out after a week of communication I called the dealership and spoke to ****** who advised me that it was sold as they were waiting for the vehicle for me to get. I decided to go to the dealership and the story changed once I shared with him that I had my fianc call to see if the vehicle was still there. I was first told that whomever was shipping the truck to them sold it to someone but then I was told that the truck sold Saturday the same day I gave them my deposit to hold the truck for me. ****** said that he didnt know until today that it was sold over the weekend. I feel as if I was discriminated against and made a fool of and toyed with during this entire process because now I am being told that it doesnt qualify for the leasing program. This was the worst experience that I have EVER been in at a dealership!!!!

  Business Response

  Date: 04/18/2024

  We are sorry that the customer feels we did not act in good faith on this customers attempt to purchase a car from us. I tried to upload documents that would show that the sale of the vehicle to Ray Skillman was backed out from the auction, but the file could not be unloaded. The auction we bought the car from notified us that the car was previously sold by the dealer that sold it to us.  So, the sale was backed out and Ray Skillman never obtained ownership of this vehicle. The customer was refunded the deposit.  We are sorry for any inconvenience but there was no way of us knowing the sale of the vehicle to us was going to be backed out. 

   

   

  Customer Answer

  Date: 04/23/2024

  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. 
  
  I was told by another salesman that it was sold by Ray skillman. I wont provide the persons name as it may be a part of retaliation on him/her and may lose their job because of it. I have a screenshot of your conversation though.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:02/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January the 3rd of **** I walked into Ray Skillman Buy Here Lease Here and I put $1800 down and left with a 2019 Mitsubishi Outlander Sport. Within about **** days I started having several several issues with the car. The headlights on the front driver side were not coming on at all. I ended up fixing the electrical on that side myself and got everything working. Slowly but surely after leaving the lot I noticed that as I'm driving the car was all over the road and . So I call Ray Skillman and they told me that I needed to pay $160 to have them look at it. I had tiresplus look at the car and they stated that the car had been involved in an accident and had shown me where. They said that the transmission is leaking. And not only is it leaking but ball joints are bad the lower control arms need replaced. He said the struts all around are **** near disintegrated. I also had ********* look at it and was told the same thing. They said that it is so bad that if I continue to drive it that it will 100 make the tire pop off and hurt me very badly. I call *** Skillman regarding this matter and tell them what's going on and ask what I should do and they said I need to pay for the repairs which i was quoted roughly $3800. I asked if they would at least finance the repairs and was laughed at and told no. Now the car isn't even operable. And looking at the lemon law now. They sold me a lemon.

  Business Response

  Date: 02/05/2024

  ***************, 

   

  Thank you for the information on this complaint. I believe this is a duplicate to Complaint ********. We will respond to both but please note our account as this is a duplicate. 

   

  This vehicle was serviced prior to sale. Ray Skillman Westside Imports is willing to do a inspection on these complaints but the customer has refused to allow us to do so. If they would like we are still willing to look at the vehicle at no charge to them. 

   

  Please schedule an appointment at our Ray Skillman Westside Mitsubishi location. We are located at *************************************************************************************. We are currently scheduling for the next business day. 

   

  Thank you 

  Ray Skillman Westside Imports Inc. 

   

  Customer Answer

  Date: 02/05/2024

  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 called and spoke with them today about having the car looked at and the service people said $160 to have it looked at. I am not paying for this. I have an appointment set for Thursday at 9:30 so that's a start. But I am not going to pay for this ]
  
  Regards,
  
  *******************
  

  Business Response

  Date: 02/05/2024

   

  Thank you 

   

  Correct.  If you call any service department there is a Diagnosis charge. If you talk with the **** manager on duty they will take care of the diagnosis charge. 

  Thank you 

• Initial Complaint

  Date:02/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On approximately January 3rd **** I walked into Ray Skillman Buy here Lease Here and was given the choice of three cars. One of which wouldn't start the next one having a check engine light on and the third one seemed okay. So I purchased the car and I put $1,800 down. We agreed on my payment being $125 a week for 3 years. So I ended up with a 2019 Mitsubishi outlander sport. Shortly after I got it I started having issues. The first time something went wrong was when my driver side headlight went out the brights on the left hand side went out and so did the turn signal light on left hand front side. I called and made an appointment however I was able to fix it myself. So next I ended up having problems with my tire feeling like it was going to fall off. So I call Ray Skillman and they told me that would be $160 to look at the car. Just to diagnose it. So I took it to tires Plus where they look at it and only charged me $10. Right off the bat they told me the car was unsafe to drive, they said it had previously been involved in an accident that they did not disclose, they said the transmission is leaking, they said that the ball joints and struts up front needed replaced because they are almost disintegrated, they said both of the lower control arms on the front need replaced and they quoted me almost $3,000 to partially fix it. I called Ray Skillman and they told me that I signed a disclosure and that it's my responsibility to fix it. I asked if they could finance it or something and the answer was no. I can't believe that they are okay with telling me no like that. So right now I am stuck with a car that is virtually undrivable and I am completely unable to get it fixed. Some kinda assistance would be great considering I'm still almost brand new in my contract with them therefore I should not be having these issues yet. What do I do???

  Business Response

  Date: 02/05/2024

  I believe this is a duplicate to complaint 21246246.  

   We will respond to both but please note our account as this is a duplicate. 

  
  This vehicle was serviced prior to sale. Ray Skillman Westside Imports is willing to do a inspection on these complaints but the customer has refused to allow us to do so. If they would like we are still willing to look at the vehicle at no charge to them. 
  
  Please schedule an appointment at our Ray Skillman Westside Mitsubishi location. We are located at *************************************************************************************. We are currently scheduling for the next business day. 
  
  Thank you 
  Ray Skillman Westside Imports Inc. 

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went there to take care of a recall on 1/19/24. After they completed the work I took my car. Later that night I left work and got in my car and drove off. The first red light I got to I hear a beeping noise. Turns out they damaged my sensors. Called them on 1/22/24 to bring the car in on 1/23/24. While waiting for 1 1/2 hour. I saw them bring my vehicle around. I immediately noticed my sensors weren't fixed. I walked to the service desk only to realize they scratched the front driver side of my car. When I brought it to their attention they started cursing at me and telling me to get out. They then proceeded to call the cops and told them I have a weapon. I was not aware until I called 911 to have the police do a police report.. when the cops came it seems like they knew each other because one of them started laughing with them and then turned around and then tell we are not giving you no report. I asked to speak to their supervisor and that's when one of the other ones gave me a report.

  Business Response

  Date: 01/29/2024

  ***************, 

   

   

  Attached you will see a Carfax report on ***************************** Mitsubishi. The vehicle was damaged prior to us doing the software update. The recall is only a software update. We did not damage this vehicle. We did have to call the police to have him removed from the business. The Case number is attached also.  Case# IP240006808 Officer ************************************ you for this information but ******************** knew his vehicle was damaged prior to the vehicle coming into the dealership. We will not agree to repair his vehicle.

   

  Respectfully 

  Ray Skillman Westside Mitsubishi 

   

   

  Customer Answer

  Date: 01/30/2024

  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 Answer

  Date: 01/30/2024

  I have a voice recording of the entire interaction. Also I asked to see a video of how my car was handled, on both occasion. They refuse to show it to me. Secondly the officers that arrived were their friends. I heard the same office whom i asked for a police report called the service manager ***** by name before he came over to me with an attitude telling me I am not getting a police report while holding his gun to intimidate me because I am black. It not until I asked for a police supervisor that they decide to give me a report. Third you can see the marks on the vehicle were fresh because the white was still showing. Even the office who gave the report said yes that looks like it just happened. There were literally fibers from the scratch still sticking up. Considering my car was parked outside the whole weekend because i wanted the rain to wash off some of the snow. If you check the Carfax for my vehicle then they would have seen that insurance fixed my vehicle the last time it was scratched. Claim #*********... 
  i also have my adt video to show my car was outside in the rain on the 1/22/24. the rain would have washed away the white marks if it was scratched at that time. I up loaded my police report which i don't what it says. i am trying to get a copy of it. 

  Business Response

  Date: 01/31/2024

  Ray Skillman Westside Mitsubishi did not damage this vehicle and will not comment on your interaction with the ************************* Department. 

  We respectfully request you address your complaints with them. 

   

  Thank you 

   

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped a vehicle off for service on 11/14/2023 which was to be only an ignition software update (recall).While there they ran a diagnostic scan on the vehicle and advised me of another issue. I agreed to have the work performed only if it would resolve the issue.Days went by and I did not hear back until I reached out several times. Finally, I received word that this did not resolve the issue and the car was in the exact same condition as before.Additionally, I have now found out that the part that was changed on the car was the exact same repair services already performed. Which makes me draw the assumption that they did not do anything to the car. I need to be refunded the full total amount reversed to the credit card that was provided.

  Business Response

  Date: 11/21/2023

  ***************, 

   

  Thank you for the information on assisting this customer. Unfortunately, I do not have enough information to find this customers records. I would be glad to assist but the phone number provided does not match up with any records in our system. With out a vin number or full address or something I am sorry I cannot access the service records to assist. 

   

  Please provide more information and I will be glad to assist this customer. 

  Thank you. 

  Ray Skillman Auto Group 

  Customer Answer

  Date: 11/21/2023

  The information should be available in their system.

  Vehicle: 2015 Hyundai Sonata SE

  VIN: *****************

  Business Response

  Date: 11/24/2023

  ***************, 

  Thank you for providing the Vehicle Identification Number. That has allowed me to see the customers service visit. I have spoken the the manager in that department and reviewed the services provided. The vehicle check engine light was one when the vehicle come in for the software update prior to use working on the vehicle. The correct diagnosis was preformed. The computers used to diagnosis the vehicles are linked with Hyundai and the codes that are stored in the vehicles history tells our techs what service needs to be done. Unfortunately this vehicle has multiple issues that would not be know until the prior issue is resolved.  We are sorry that the first issue the onboard computer detected was only a portion of the issue.  We have to resolve the first issue to often see that there are other issues as well. That was the case on this vehicle. We understand that this can be confusing to customers and we wish technology would allow us to see beyond the first computer diagnosis but it has yet to progress to that point. We have to take it step by step. We understand that this is confusing to a customer often and we strive to communicate the best we can. One would think we could just plug into a car and price out every possible issue but in fact the computer only triggered the two issues because they were blocking the other issues from being detected.  We did perform the work and the remaining work needed to resolve the issue was declined by the customer. 

  Thank you 

  Ray Skillman Westside Hyundai

• Initial Complaint

  Date:11/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  Business Response

  Date: 11/18/2023

  Ray Skillman Mazda is sorry you are experiencing these service issues with your Mazda.  I believe your concern is with Mazda Warranty department. We are glad to try and assist if you would like to trade your car in for a new one. Mazda has repaired or is currently in the process of covering these under the Manufacture New car Warranty. Again, we are sorry that you have had these issues come up, but I do believe Mazda is standing behind the product under the warranty they provide. We again are sorry that things have come up that need addressed during your ownership of your Mazda. Ray Skillman Mazda will continue to work with Mazda on any of your warranty concerns. 

  Thank you. 

  Respectfully

  Ray Skillman Mazda 

  Customer Answer

  Date: 11/27/2023

  Getting strait to the point  I reject this option of trading in a vehicle to spend more money to get out of fixing or replacing the car all together this only benefit's the dealership . Its not my fault that this service department doesn't have skilled enough technician's to properly fix my car at this point but they do have the option to contact Mazda and request a skilled tech to be sent out to this location to fix our vehicle why aren't they doing this?. I also have spoken with VINCE ******* sale manager and he talked about the option of trading in this vehicle foe another with a higher interest rate Again this is really an insult of intelligence .how about doing the right thing and telling Mazda the truth that they haven't been successful at resolving this sunroof issue this will be the 3rd attempt and they're also short on skilled mechanics and that's the reason for turning away customers with issues to this degree. once again to suggest that the car be replaced period this is only one of the five issues I've had since my purchase date after putting 33,000 dollars down of my money this is unacceptable . my problem with this service department is there are not telling the truth about the car being fixed properly jeff in service is not taking responsibility for his tech doing a unsatisfactory job but is telling Mazda corp that the car is fixed correctly so they are taking his word but when I've driven off the lot the problem is not corrected.. if they cant fix my car replace it free of charge or give my money back this goes for the dealership and Mazda corp. And even if they can fix it extend the warranty past 100,000 molies for the inconvenience.

  Customer Answer

  Date: 11/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20884714, 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.]

  Getting strait to the point  I reject this option of trading in a vehicle to spend more money to get out of fixing or replacing the car all together this only benefit's the dealership . Its not my fault that this service department doesn't have skilled enough technician's to properly fix my car at this point but they do have the option to contact Mazda and request a skilled tech to be sent out to this location to fix our vehicle why aren't they doing this?. I also have spoken with VINCE ******* sale manager and he talked about the option of trading in this vehicle foe another with a higher interest rate Again this is really an insult of intelligence .how about doing the right thing and telling Mazda the truth that they haven't been successful at resolving this sunroof issue this will be the 3rd attempt and they're also short on skilled mechanics and that's the reason for turning away customers with issues to this degree. once again to suggest that the car be replaced period this is only one of the five issues I've had since my purchase date after putting 33,000 dollars down of my money this is unacceptable . my problem with this service department is there are not telling the truth about the car being fixed properly jeff in service is not taking responsibility for his tech doing a unsatisfactory job but is telling Mazda corp that the car is fixed correctly so they are taking his word but when I've driven off the lot the problem is not corrected.. if they cant fix my car replace it free of charge or give my money back this goes for the dealership and Mazda corp. And even if they can fix it extend the warranty past 100,000 molies for the inconvenience.
  
  Regards,
  
  Damon ************

  
  

  Business Response

  Date: 11/27/2023

  We are again sorry for your sunroof concerns. If you feel that we are not trying to fix your sunroof that is not the facts. We are paid from Mazda to repair cars under warranty. We will do what ever Mazda allows us to do under the Mazda Warranty. If you strongly believe we are not trying to fix the sunroof. I may suggest that you set up a service visit with another Mazda Dealership to have them see if they find a solution to your concerns. Our technicians do train with Mazda and are factory trained. We are required to do so to be a Mazda Dealership. 

  Sorry again you are having a issue with your sunroof. We are bound to follow the Mazda warranty guidelines and we are not a dishonest company. 

  Frankly it benefits us financially to do warranty work. We would not turn away income from ourselves or our employees.  

   

   

   

  Customer Answer

  Date: 11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20884714, 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,
  
  Damon ************
  

  Customer Answer

  Date: 11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20884714, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I would like to point out what's not being communicate properly I have contacted Mazda Corp customer service and I was assigned a regional rep name christa who wasn't updated since the original tech ticket was open on the sunroof back on 09/19/23. My car is currently back at the dealership with two existing issues one being an alternator and the other is the sunroof both which are considered come backs. I called two days after I received my car back on the sunroof and spoke with jeff and told him I would be bringing the car back He was in disbelief that the sunroof could still be rattling so when I arrived at the dealership I ask if he could take a ride with me to see if we could verify the problem together and he refused which I have proof of.so let me ask with that kind of customer service and non- accountability how are we building on trust? also why cant service be honest with the Mazda Crop reginal rep and have the same conversation like jeff has explained to me your led tech left the dealership to start his own business and jeff stated that the techs he has now were not experienced enough to have confidence in fixing a sunroof on these new cx-50 models ask him and see if he tells you the same thing. now I'm starting to wonder if they can even fix a alternator as well because my car is back for that same issue as we speak for the second time. And as far as a second opinion goes taking my car to another dealership is a joke right now I've contacted two local Mazda dealerships and they wont even touch my car because those are come back issues per their service managers they refuse to touch my car because Ray Skillman needs to fix the problem I will say this positive about Ray Skillman Mazda west in the Sales dept they have been more helpful than service so I do appreciate that but I don't appreciate their solution to trade my car in on an E plan so they make profit. when are we gonna do right and build longevity with customers by doing the right thing instead of trying to break there banks.so frankly speaking I reject the foolery and just would like some respect and honesty because I have all the proof I need just fix my car or replace it .
  
  Regards,
  
  Damon ************
  

  Business Response

  Date: 11/30/2023

  Thank you for your response. Mazda warranty goes with the car so I would not understand why another Mazda location would not work on your car. Yet is sounds as if we are still trying to resolve your concerns at this time. 

   

  Customer Answer

  Date: 12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20884714, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. 
  
  I am currently waiting for a explanation on what is a normal volt fluctuation on my alternator because it still currently is dropping below 12.1 volts which is considered point of failure so if the service department can get this info from Mazda  . my research shows that these new alternators charge differently from the new technology and these new alternators are considered smart alternators because of the way the ecm charges the battery what's the point of failure volt wise? . also I am still experiencing a loud air sound at 65=70mph from driver side front seal of my sunroof.
  
  Regards,
  
  Damon ************
  

  Business Response

  Date: 12/05/2023

  I believe that this vehicles concerns have been resolved as of this date. 12/5/2023. Mr. ************ and Service Manager Jeff ***** took the vehicle out for a test drive together. 

  Thank you 

   

  Customer Answer

  Date: 12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20884714, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Update I drove my car over the weekend and noticed the sunroof issue is still present so I called and scheduled to come back to the dealership on 12-7-23 for the same sunroof air issue as I drove the car at 65 mph the air is still getting threw the drivers side roof and also still has a gap on the driver side sunroof molding. unfortunately my car wont make it to the appointment on 12-7-23 because it is currently at Ray Skillman Mazda on the northeast side with a failed alternator test and drivability issues their service department actually listened to my concerns and took me for a ride in a 2023 off their lot with a scan tool connected while we drove and monitored voltage as we drove the car .then duplicated the same drive in my car with scan tool monitoring voltage my car failed I asked 3 times to go on a test drive with Ray Skillman west service manager and he refused to do so until I said I wouldn't  pick up my car until someone did a test drive with me to verify the problem was fixed on the sunroof but I never could get a test drive with a scan tool at this dealership jeff didn't want to help. So once again the customer is right.. this is the forth attempt to fix the electrical problem and sunroof issue so my question is why aren't you guys providing better customer service? And a replacement for my problematic car at this time? you have not taken the proper steps to diagnosis my car instead you put a charge on the system that showed good voltage until the battery drained each time  why take my 43,000 dollars and the make it impossible to get my car diagnosed so it can be fixed and also make it hard for me to replace this lemon. You mentioned all your techs were certified the last conversation we had but are they ? and if so why cant I be treated better and get my concerns taken care of by your service department? 
  Regards,
  
  Damon ************
  

  Business Response

  Date: 12/06/2023

  Mr. ************, 

  Sounds like they may have found the electrical issue. The Mazda warranty is good at any Mazda dealership so lets let them look at the sunroof while it is there. They may call me if they have any concerns. Thank you 

  Justin 

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20884714, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Mr. ***** 

  sounds like your service department needs some qualified workers to properly diagnose these cars Mazda keeps sending you to sell. so because your techs aren't experienced enough to fix these cars I should let Ray Skillman Mazda northeast service department fix your come backs is that what you're saying?
  
  Regards,
  
  Damon ************

  
  

  Business Response

  Date: 12/18/2023

  Sir, 

  I am sorry that you still feel that we are not repairing something you believe is not operating correctly on your Mazda. We have been in contact with Mazda, and  another Mazda dealership. They also have not found any issues with the charging of your vehicle. That is the second dealership with an separate mechanic looking at it. I am sorry that you feel that this is a comeback for not fixing the issue you believe your car has. But we are not able to duplicate any issues on the charging system of your car. Suggesting you get a second opinion from a second dealership was not to pass on the issue. Our technician's diagnosis was that the system was operating as designed. I have followed up on it to with the other dealership and they too have not found a issue with your vehicle. Again we are sorry you feel we are not fixing your car. We would be glad to fix any issue you have come about on your car. We are paid to fix cars from Mazda. So what your saying is that we do not want to get paid for repairing your car. That is not a true reflection of our efforts. We can not repair something unless there is a verified problem. Simply that would be warranty fraud and we will not do that. Mazda has a clear warranty policy that we must follow. They are one provider of the warranty. We are just doing the service of the warranty. If we could find a issue we would be glad to be paid to repair your car. 

   

  Thank you respectfully 

  Ray Skillman Mazda West 

• Initial Complaint

  Date:10/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9-6-2023, I purchased a car from Ray Skillman. I spoke with ****** via text on 9-5 he ensured. the vehicle was thoroughly tested and in excellent condition. I even informed ****** about my pre-approval from ******************** When I arrived on 9-6-23, I worked with *****, who allowed me to test drive the vehicle and reiterated its excellent condition. However, after the purchase, the car refused to start on the very night. Troubleshooting, I found the battery swollen, and despite my attempts it still would not start. Alarmed, I called ***** on 9-7, who directed me to *****************. **** claimed it was my responsibility since the car was sold "as is." I argued that it was running fine when I bought it. **** stated that I would need to drive it to him so they could inspect. I advised that the vehicle did not drive. **** refused to pay for a tow. Desperate, I attempted more repairs, even replacing the starter, but to no avail. I had no choice but to take the car to ************************** on ****. They discovered multiple issues, including a faulty compressor, a damaged serpentine belt, and a blown starter fuse, necessitating a hefty repair cost of $1146.14.In addition they ran my credit 5 time without my knowledge or consent. Even knowing that I had an approval already. Feeling cheated and frustrated, I emailed **** Guardian on ***** explaining the situation and seeking reimbursement for the repairs. Despite my efforts, neither **** nor *** Skillman responded. According to ******* code 24-5-9-1, dealers must disclose any known defects to the buyer, which wasn't the case here.

  Business Response

  Date: 10/18/2023

  ***************, 

   

  Thank you for allowing us this communication about this guest concerns. We are sorry that this vehicle is requiring some maintenance. The vehicle was sold for approximately $4700.  It was sold as is as because of the age and high mileage.  ******* was aware and signed multiple forms multiple times with different employees.  That is our process to make sure there is no mis understanding or over expectations. 

   

  Attached are the forms signed by ***************  You will also see the credit application and the list of lenders provided to *******. 

  We are sorry for the service issue ******* is experiencing but we could not have been any clearer that this car would requires repairs and services.   

   

  Thank you 

  Ray Skillman Westside Imports Inc.