Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought a Certified Pre-Owned 2017 Mazda CX-5 in fall of 2020. The car currently has fewer than ****** miles on it. I've already had to replace the front brakes and need to replace the back brakes as soon as possible. They were not installed correctly so they drag, even when I am not using the brake pedal. It is unreasonable that a car with so few miles needs to replace all the brakes. I want the dealership to replace my brakes at no cost while providing me with a loaner car during the service time. I have called the dealership multiple times over the last several days and have left numerous messages with the service department. I have been told someone would contact me to resolve the issue, but no one has.
Business response
08/02/2022
We have carefully reviewed the vehicle history of the 2017 Mazda CX-5 referenced in this complaint. A thorough 150-point inspection of the vehicle took place on Sept. 30, 2020 before it was offered for sale. The vehicle passed all requirements to be offered as a Mazda Certified Pre-Owned (CPO)vehicle.
On Sept. 30, 2020, the vehicle had ****** miles. ***** brakes measured at 7mm, and Rear brakes at 6mm, both within acceptable limits for certification. The customer purchased the vehicle on Oct. 16, 2020.
Brakes are considered a wear and tear item, not covered under warranty. Brake wear depends on many variables including driving styles and habits, as well as mileage. Since it has been approximately twenty months with approximately ****** additional miles, we decline to replace the brakes as customer requests.Customer response
08/02/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************Initial Complaint
12/19/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had the blower motor for the A/C/heat in my car replaced 9/22/2018 at Mastria at the cost of $841.41. On 8/13/2021 I had to return to Mastria for the same problem and was told that the part was not covered by any warranty and Mastria would not help me out with discounting the repair, at all. I was asked if I had recently had my windshield replaced, I had not. While reviewing the new quote and the receipt for the 2018 repair, I noticed that the new quote included the sealing of the ******* from water intrusion and the repair receipt in 2018 made no mention of sealing the *******. I think Mastria did not seal the ******* in 2018, therefore permitting water to intrude and short out the new blower they installed in 2018. I was quoted the new repair to cost $1079.95. I asked about a warranty on the blower and they said there was none and I asked for a discount since I just replaced it there 3 years ago and was told they could not give me a discount. I believe if they had sealed the ******* in 2018, I would not be in this predicament now.Business response
12/28/2021
After careful investigation and review of customer's complaint, we find that that there is nothing that can be "sealed" to prevent the issue that customer experienced. We recommend that the area be cleared regularly of leaves and debris, and that the cabin filter be replaced as per manufacturer recommendations. We are unclear what customer is referring to as the "*******." The replacement of blower motor in 2018 was covered under warranty for 12mos/12K miles. We decline customer's request.Customer response
12/28/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Jenni
Business response
12/28/2021
Yes, it is unfortunate that the advisor worded the quote as he did, as it is confusing and misleading. As you can see from the attached repair invoice from 2018, the exact problem repeated itself 3 years later due to a clogged drain, caused by build-up of leaves and debris. This allows water to build up and short out the blower motor. It is similar to clogged gutters on a house. They should be periodically cleaned out so that water and debris do not build up.
This is a very common problem with vehicles, and again, there is nothing that can be "sealed" to prevent the build-up.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.