Complaints

• Initial Complaint

  11/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have limited times and days to have my car serviced due to work. So I made sure to check the hours four Saturday and it says 5pm and still does actually on the one section. I dropped my car off the night before thinking Id have plenty of time to pick it up after work. My partner then gets called and told that the car needs to be picked up by 3:30pm he then asks about the 5pm and is told no, and that it hast to be 3:30pm. I looked at the site again for the service center exactly and the one section still says 5pm and on the other part it says 4pm now and nothing about 3:30pm So what is it????? Now rather than having a simple trip to pick the car up, I need to drive to the center to pick up the keys then drive all the way back home to pick up my partner and drive all the way back to get the car! You either list incorrect times or hire people that cant read. How about waving my service fee for the trouble and wasted gas? Also left reviews on ****** to warn others.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a purchase and sales agreement for a certified used cx-5 on 2/28/2022. I have had nothing but trouble from the dealer since. This includes yesterday, when I was finally supposed to receive the vehicle, finding the title had been filled out incorrectly. Since making it clear I would not sign the title with the incorrect information the General Manager, ***************************, has done everything in his power to force me to sign the incorrect paperwork including calling to pressure me to come back after I left to seek legal advice and today threatening to report to the police that the loner vehicle, which i was given when the car was not ready as promised last week, had been stolen by me if I did not agree, in writing, to take the car in two weeks without seeking to void the deal. I am not living under threat of a falsified criminal complaint. I have returned the loner car and now have no vehicle as the result of an error made by their employees. I would like a full refund of all money paid so I may buy a vehicle from a company who does not unlawfully harass their customers.

  Business response

  03/15/2022

  There are many lies and ommissions being told in this complaint. ************************* did buy a car from us on 2/28/22. Because her credit didn't qualify her for terms that were agreeable to her she had her boyfreind, *************************************** come in to co-sign the loan. They paid us $10,000 as a down payment and signed all documents with the exception of the title. Because they were not able to take the car the same day, Wellesley Mazda provided a loaner car at no charge. At the time of Purchased **** explained that they wanted the title to be in Annna's name only because Padraic is in the process of a divorce and they did not want Padraic's current wife to have access to the asset. When they returned on 3/9/2022 to take delivery, *********************, the finance Manager, brought the title over to be signed, **** became very angry when she saw Padraic's name on the title. She started getting irate as she said to ****, "you ****** up the title, Go back in to your office and stay there until it is fixed." **** apologized and attempted to explain that there was a very easy way to fix the problem by doing a noterized letter of correction which voids the assignment to Padraic and **** and that the title and registration would only be in ****** name. **** came back to the desk with the completed and noterixed letter of correction. At that point **** said that she had to talk to her Attorney before she would sign the title. **** attempted to explain that the title and registration would only be in her name. At that point she crossed out padraic's name on the title and continued to get loud and curse at ****, saying that he was trying to prevent her her from talking to her lawyer. Because she crossed out padraic's name, the title was comletely voided and there was no reason to try to convince **** to sign the title because we would now have to file for a duplicate title. The correction letter will not correct any cross outs. **** and ******* stormed out of the dealership saying that she will let us know if she even wants to move forward on the purchase. Then they drove away in our loaner car. About 10 minutes after they left I, ***************************, called **** to try to explain that the title would have been fine and only in her name had she signed it prior to crossing out padraic's name but that we would now have to wait for the duplicate to be sent to us. Before I could say anything at all, **** asked me if I was an attorney and if I had passed the bar exam. I told her that I wasn't trying to give legal advise but that I have decades of Automotive experince and that i was simply trying to explain the titling process and address her conduct as I felt that she was very rude and disrespectful to my staff which was undeserved. **** continued to incorrectly paraphrase my intentions by saying, "so your trying to tell me not to talk to my attorny right? that's why you are calling me.' I responded that was not the case at all. I tried to explain that I was calling in defense of my of staff and although we are not perfect and that mistakes can happen which is why the state of Mass. offers a specific means to correct a typo on a title. Her response to that was "why because you guys f*** up all the time? You should train your staff better and now we probably won't take the car at all. I called back the next day 3/10/2022 to see if **** had possibly calmed down enough to let me speak without cutting me off and cursing me out. **** aknowleged and agreed that I was recording that phone call. **** was persistently saying that I was trying to force her to not speak to her attorny and trying to force her to sign the title. I tried to explain that the title was null and void and we didn't have the new title yet. Because she had previously stated that " we can do this the hard way or you can just cancel the deal" I told her that her voiding the title doesn't give her permission to cancel the deal and that we have already recieved full payment from the bank so cancelling was not an option. I told her that if she she was trying to cancel and do this the "hard way" that she should bring our loaner car back but that if she was going to come back in and sign the duplicate title when it arrives that she could continue driving the loaner car. She said that was not bringing the car back and that she would let me know when the title arrives. i told that unless she would email me statinfg that she would come in and sign the title when it arrives she could not continue to drive our loaner car and that if she refused the car would be reportrd stolen. This was not an attempt to force her not to call her attorny or to force her to sign anything. it was just me refusing to provide a free loaner car to a rude and disrespectful person who is treatening to this things the "hard way" (her words) in order to cancel a deal. The only thing we did wrong was a typo which was easily and legally corrected before she ruined the title. That was her doing and not grounds to cancel the deal.

  Customer response

  03/17/2022

  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. 

  
  I will address the most salient of Mr. ******** inaccurate claims individually.
  

  (1) The process of adding Padraic to the car loan application was initiated before Mazda had completed the process of locating a loan for me.
  

  (2) Mazda did not provide me with a loaner car on 2/28/22 despite the accurate assertion that the car was not able to be delivered. I would however like to note the purchase agreement signed by a Mazda representative does state the expected delivery date was 2/26/22 despite their knowledge they did not and would not be able to deliver the car on that date.  I had been told at signing, on 2/28/22, the remote starter I purchased would be installed in the next day or two, on 3/4/22 I was told the remote starter would not be arriving until 3/7/22.  It was when I came in to discuss this problem that I received the loaner vehicle. 
  

  (3) When I saw his name on the title, I was annoyed. This annoyance became anger only as I was repeatedly told I have to sign the title, endorsing an error, despite my many insistences that I did not feel comfortable signing it as is without an attorneys approval, and not being given any alternatives or apologies.
  

  (4) The quote I reference to **** is too detached from reality for me to correct. The only time his office was referenced was when I was leaving, stating we needed ******** attorney to let us know how to best proceed. I suggested ****, who had placed ******** name on the title despite our very clear condition at signing, return to his office to come up with a second solution to the problem he had caused so they would know what to do if we were advised, as I correctly suspected we would be, not to sign the inaccurate title. 
  

  (5) I never cursed at ****, the only curse that was used was in saying he ****** up.
  

  (6) I never stated **** tried to keep me from contacting an attorney, only ****************** who was not present on the day in question.  I would however like to highlight that even in Mr. ******** fairytale I state that I had to speak with an attorney before signing and yet Mazda persisted in their insistence, I sign the title anyway. 
  

  (7) I would like to highlight that even in Mr. ******** improbable rendition I had clearly explained I would not sign with ******** name listed.  I do not know why anyone was surprised I attempted to remove it when I continued to be told I had no alternative but to sign the title.
  

   

  (8) Even after I crossed out ******** name, **** and ***** tried to convince me to sign the title.  
  

  (9) ****************** is correct that he called me approximately 10 minutes after I left the dealership on 3/9/22, this was our first interaction. When I answered, however, ****************** explained his years in the business, his familiarity with titles, and attempted to once again explain the process of the notarized letter of correction in hopes that if I understood (inaccurately assuming I did not understand when it had been explained numerous times at the dealership) I would come back to sign the title which was already voided when I had already crossed ******** name.  The intent of Mr. ******** phone call is verifiable in the recoded conversation I had with ****************** on 3/10/22.  It was at this point, when ****************** was explaining to me that based on his knowledge, he knew this correction would not be an issue in a legal matter that I asked when ****************** had been admitted to the bar as his training and experience was being presented to assure me to sign a legally binding document which I had clearly stated I needed an attorneys approval for before signing.  Again ****************** stated in the recorded phone call on 3/10/22 that he called me at 5:17pm on 3/9/22 hoping I would return and sign the title that evening. His stated purpose for this call was to convince me to sign a title which was already void without speaking with an attorney.
  

  (10) Calling and stating mistakes happen without ever apologizing is poor customer service. Even in his response to this claim ****************** does not claim he attempted to help resolve the issue, he called me to defend his employees. 
  

  (11) The recoding of the phone call on 3/10/22 will show ****************** is once again using quotes incorrectly as I did not make the statement he is asserting.  I had been informed by Mazda *** that the General Manager of each dealership has the ability to cancel the purchase of the vehicle at their discretion, otherwise I would need to seek a legal remedy. Having to seek a legal remedy for something ****************** can do at his will is the hard way, it is not threatening to say it is needlessly tedious. 
  

  (12) I at no point ever refused to return the loaner vehicle. Rather, I stated I would and was promptly told in the recorded conversation that ****************** was calling police right then to falsely claim I stole the vehicle.  When I asked why ****************** would threaten to call the police if I was willing to return the vehicle, he began insisting I threatened him.  After asking several times what I said which made ****************** feel threatened he stated that he just wanted me to know what it felt like to have someone claiming I had threatened them as I had done in reference to his statement about calling the police. Again, this is all supported by the recording.
  

  (13) As the recording will support, ****************** told me I had until 6pm on 3/11/22 to send him an email stating not only that I would sign for the title, but that I also neededto state I would not explore any alternatives.  The vehicle was returned at 3:49pm on 3/10/22 due to my discomfort with Mr. ******** stated threat to falsely report the vehicle as stolen at any moment in addition to his willingness to claim I was threatening him despite knowing that to be false.

  (14) Unfortunately, I cannot list all of the things ****************** did wrong.  Please do not take any omissions in this response as confirmation of Mr. ******** narrative. I would however, once again like to highlight Mr. ******** assertion in his response here that the letter of correction would have been legal.  While not illegal, I have been informed by more than one attorney that this resolution would have caused an issue in ******** ongoing legal matter and have been assured I did the correct thing in not being swayed by Mr. ******** claims of experience.
  
  
  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,

  ****

   

   

  Business response

  03/21/2022

  **** and ******* bought a car and although Wellesley mazda made a typo on the title it was a very easy problem to correct and we did the correction letter to fix the typo. **** would not allow us to explain the process to correct the problem because she wanted to speak to padraics probate attorny. We were fine with her talking to any attorney she wanted to but wanted to be sure that she understood the process so she, Padraic and anyone including an attorney would be able to make a decision based on the ***'s rules about correcting a title. **** would not allow us to explain and Kept saying that we were trying to force her to sign the title and that we tried to prevent her from talking to her attorney. That is not true. Once she crossed out padraic's name, the title was voided and could not be corrected no matter who signed or didn't sign it. We have no reason to have her sign it because now we have to apply for a duplicate title. I was perfectly willing to allow her to continue to drive the loaner while waited for the new title to arrive but not if **** continued to say she was going to cancel the deal and threatened to do it "the hard way". Just because she ruined the title doesn't mean she can cancel the deal and although I have the autority as the ** of the store to allow a cancelation, I have decided not to allow the deal to be cancelled. When the new title arrives from the ***, it will be filled out in ****** name only. When she comes in to sign it she will be able to take her car. I will again extend the olive branch by offering a loaner car while we wait for the title but only if **** agrees to come in and sign the new title and take her car. 

*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. ↩