Complaints

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:04/22/2024

  Type:Sales and Advertising 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.

  We purchased a car from this location in 2022. At the time it was advertised as Certified Pre-owned (a condition by Mazda that covers engine repairs). Recently we took the car for service and it was noted that it was not CPO. Confused, the service center told us to call the sales location we bought the car from. When I called the original sales person, he put me in contact with the assistant manager and manager for used car sales. The assistant looked up the car and saw it had been inspected to be CPO. Said he had to ask his manager how to fix and to call tomorrow. When I called back, the manager then acted like he couldn't see any records on the car, and that I'd have to call accounting. When I called accounting, they noted they needed to pull files from a warehouse and that would take a day. I called accounting again the next day and they said it would be another hour. I then called one last time, and at that point the accounting team member I was talking to acted like a completely different person and department to avoid my requests. There are two distinct issues here we are looking to clarify. 1.) Either the salesman lied to us at the point of purchase, which is unethical 2.) they messed up the transaction and rather than assisting in resolving, lied to us to squash the issue. In either event, the car is currently due for maintenance with orders that would fall under the *** coverage - so either of these have the opportunity to cost us $1000's of dollars in repairs.

  Business Response

  Date: 04/22/2024

  Good Morning,

  Thank you for sending this over.  Upon review of the paperwork after securing the deal from the file storage, there is no indication that this car was sold as a Mazda Certified Pre-owned Vehicle.  There is no mention of the car being Certified in any of the paperwork.  I do see that this car was Gold Check Certified and had an additional 2 months and 6000 miles in coverage which was noted in the deal and signed off on by the client.  I did review the Carfax as well and there wasn't anything noted about the car being put through Mazda's CPO inspection.  If the client has any documentation from the sale, I would be happy to review and assist.  I will reach out to the client today.

• Initial Complaint

  Date:03/25/2024

  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.

  *************************** Experience at Ourisman Mazda of ************* #****** Dear Mazda Corporation, I hope this letter finds you well. I am writing to bring to your attention an issue I have encountered with my 2018 Mazda CX5, VIN #*****************, and the unsatisfactory service experience I have had at Ourisman Mazda of ******* For 5.5 years, I have maintained a tire rotation and oil change package at Ourisman Mazda of ******* However, due to the distance from my home, and upon the expiration of this package, I decided to patronize Passport Mazda of ************, **, for the same services. On February 16th, I visited the service center at ******** Mazda of ************, ** for a routine oil change and tire rotation. To my dismay, I was informed that my vehicle required a timing cover gasket replacement, a repair that would cost over $1,400. What troubles me is not merely the expense of this unexpected repair, but rather the apparent negligence and lack of transparency on the part of the service department at Ourisman Mazda of ******, as they never notified me about the slow oil leak with the timing cover gasket. I promptly reached out to Mazda Corporation and was assigned Roshay as my designated point of contact for complaints. Despite my repeated attempts to elicit a response, I have yet to receive any meaningful communication from her regarding the matter. This lack of accountability and customer engagement is deeply disconcerting. Subsequent inquiries made on February 29th and March 5th revealed contradictory statements from the service department at Ourisman Mazda of ******. Initially, I was informed that the purported cause of the oil leak was attributed to normal wear and tear, a claim refuted by evidence indicating the leak had been ongoing for a considerable duration exceeding the 3-month timeframe cited by the dealership. It is evident that there has been a significant lapse in communication and professionalism on the part of Ourisman Mazda of ******* Had I been promptly informed of the oil leak during routine maintenance checks, I could have addressed the issue well before the expiration of my extended warranty in August. The failure to uphold basic standards of service and accountability is deeply disappointing and undermines the trust and loyalty I have invested in Mazda as a brand. In light of the circumstances outlined above, I urge Mazda Corporation to thoroughly investigate this matter and take appropriate measures to rectify the situation. I request a comprehensive review of the service records pertaining to my vehicle, as well as a reassessment of the proposed repair costs. Furthermore, I am requesting that the amount paid for the timing cover gasket and labor be returned to me, as this issue could have been covered under my extended warranty.

  Business Response

  Date: 04/18/2024

  Hello,

  Thank you for your correspondence. I have reviewed ************************** file and she is correct, she did maintain her vehicle here through October of 2023.  In reviewing her file, I don't see anything noted of a slow oil leak.  Ms. ****** had many visits with us for oil changes and tire rotations in addition to work covered by her vehicle service contract.  Had we noted that she had a slow oil leak during her visits with us, we would have absolutely informed her that there was additional work that needed done and claimed it under her *************** Contract. While I can't speak to what the other dealership told Ms. ******* had we noted an oil leak during one of her visits that required repair, we absolutely would have informed her that there were additional repairs that needed to be done to her CX-5 while it was here.  Unfortunately, we will not be able to cover the out of pocket costs incurred by Ms. ****** for work outside the warranty and vehicle service contract period.  Please let me know what questions you have and how I can assist with any additional information you need. 

  Customer Answer

  Date: 04/21/2024

  Please reach out to Passport Mazda located on ******** in ********, *********  I took my car there in February as stated  in the complaint for a routine oil change.  To my surprise, I was informed that my timing cover gasket had a slow leak,  When I stated that my car had never missed a service at Ourisman Mazda in ******, MD for 5 1/2 years. 

  I asked Passport Mazda if there was evidence that the leak had occurred over longer than 3 months.  They stated that it took longer than 3 months for the amount of oil that was coming from my car to appear.  I became upset.  I had an extended warranty that expired in August and felt that if informed by Ourisman Mazda of ******* the cost to replace the timing cover gasket could have been prevented. 

  I spoke with Passport Mazda service manager and she assured me that based on the video and the amount of oil leaked in the video, it took well over three months to build up,  This let me know that the negligence was on Ourisman of Mazda and not myself. 

  Also, when I filed a complaint with Mazda corporation.  They have the recording of Passport Mazda verifying what I reported.  Please look in the complaint to get a copy of the recording for Mazda corporation and reach out to the service manager at Passport Mazda to verify my statement.  I am asking that Ourisman of Mazda or Mazda Corporation reimbursement me for the cost of the repair and labor of the timing cover gasket.  I was not negligent with my vehicle and the cost should not have been my responsibility.  

  Customer Answer

  Date: 04/21/2024

   
  Complaint: 21481473
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****-******

• Initial Complaint

  Date:11/07/2023

  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.

  I paid off my car in January of 2023. After this I initiated the process of receiving a refund on the gap insurance I paid for. I was told, “it’s not much money- so don’t get your hopes up.” Horribly unprofessional. It has now been ELEVEN MONTHS since I have initiated this process and am STILL being given the run-around concerning the money. I have tried to call NUMEROUS TIMES and communicate with ANYONE concerning this issue. Finally, even after going in person to speak to a manager (he was very helpful) I am still waiting in the dark concerning this issue. No communicate. No updates. This is AFTER I was assured MONTHS AGO that the process was initiated and I would receive a check in 6-8 weeks. DO NOT purchase a vehicle from this location. They will ignore you, hold onto money that is yours, and provide poor customer service all while blocking you from the money you are due. This business feels dishonest and unprofessional and at this point, I am worried that I will never receive the money I am due. Please beware purchasing from this dealership- the quality is equivalent to purchasing from a “Used Car”‘dealer on the side of the road.

  Business Response

  Date: 11/27/2023

  Hello, 

  I do see where the GAP coverage was cancelled.  Typically when a product is cancelled on a financed purchase, the money is sent to the bank to pay down the loan.  I will have my accounting department look into this and will update the customer on the status of the refund.

• Initial Complaint

  Date:05/31/2023

  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 April 26 my car was towed to Ourisman ********** in ******, because my car was under a manufactures warranty. It had to go to a dealer that did repairs for **********. after requesting for a loaner car while my car was in the shop being repaired, I was told they would not give me a loaner car. when I went down in person a week before my car was repaired I was given a loaner car, but prior to that was towed. I was not entitled to get a loaner car, but ********** told me that my car was being worked on there they should give me a loaner car I have 1058 enterprise rental bill that I had to pay out of pocket. which I feel they should be responsible for because the last week they had my car. They gave me a loaner car when I went to take them the bill for enterprise they decided to give me a rental car. I feel they gave me the loaner car in the end. They couldve give me the loaner car in the beginning and alleviated all the outstanding rental issues with enterprise. I am requesting Ourisman, ********** of ******* reimbursed me for the fees of having to rent from enterprise.

  Business Response

  Date: 06/21/2023

  Hello,

  We have reached out to ****** *** and resolved the situation with her.  We have gotten her reimbursement for the loaner vehicle in addition to bringing her vehicle back in with a loaner car to drive while additional repairs are being made. 

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20121065
  
  I am rejecting this response because: I am currently working with Ourisman ********** on my complaint. I have not been reimbursed as of today 6/21/23, the company and I are working on a resolution to resolve the problems. but as of right now things are still being worked out.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:02/17/2023

  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.

  August 3, 2022 i went to the ourisman dealership to cancel a warranty and was told it would take 6 weeks to receive the credit to my loan. I followed up on Dec 29, 2022 with an email, again January 19 and 26, Feb 2, Feb 7. Several calls to the finance department at the location, the general manager and the owner of the dealership. I have yet to receive any follow up, meanwhile, I am still paying interest on the warranty purchase amout of almost $3000. At this point I am looking to be compensated for my time and countless attempts of contacting someone to handle this situation. To date, I have not received a return call or email from anyone representing the ourisman group. I have been put off each time I have spoken to anyone in regards to this matter, being told to just be patient and they will look into it and get back to me. They have not. I am looking for resolution to my request within the next 14 days or by close of business on March 2,2023. Be it the credit to my financial institution or a check made out directly to me as well as compensation to my time, efforts and interest paid. I have attached the cancelation request completed on August 3, 2022

  Business Response

  Date: 02/17/2023

  When you last reached out to the dealership on 2/7/2023 with this matter we did process your cancellation request.  The warranty that you had purchased was cancelled on 2/11/2023 and your loan company should see the funds within the next 2 to 6 weeks.  We apologize for any inconvenience that this may have caused you.

  Customer Answer

  Date: 02/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  You can clearly see in the ir response that the request for cancellation was processed when I contacted them after many attempts, on February 7, 2023. I requested the cancellation on August 3, 2023 and was told the same thing, 4-6 weeks and it has been 6 months! I am seeking the refund to my loan as well as compensation for my time and efforts, not to mention the interest that I have been continuing to pay while they DID NOT do their job as the company. I as the consumer had to chase this matter for months with no follow up or communication response from many attempts at contact, until I made contact with BBB. How is that good business?
  Sincerely,
  
  ******* *************

• Initial Complaint

  Date:11/09/2022

  Type:Order 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 would like Ourisman Mitsubishi (Mr. Cutlip was the sales manager) to explain how they made the deal of my trade. I want them to explain how my car was impounded when it was not. I walked in there made the trade and left with the car I have now. I demand someone tell me how I supposedly got my car impounded. They know that is not what happened! They are First Investors made some kind of shady deal but after I left there it had nothing to do with me. I now have 10K on my credit and don't know how to get it off of there. See this latest message: Jennifer ******, On 02/15/2022, we received a phone call from Threesome Towing ***** Defense Highway ********* ** XXXXX), stating the car had been impounded and abandoned and requested a fee to pick up the vehicle. We negotiated a fee of $1500.00 with the tow yard, and repossessed the vehicle. The documents attached is proof of the fees paid to the impound yard, letter to the impound yard, explanation of the deficiency balance, offer to make arrangements on the deficiency balance, and notice of assignment to Autovest. Thank you, Rosalind ******* Rosalind ******* Recovery Account Manager First Investors Servicing Corporation, a Stellantis Financial Services company Phone:XXX-XXX-XXXX NOTICE: If you are entitled to the protections of the United States Bankruptcy Code regarding the

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 9, 2022/11/22) */ According to our records it does not appear that you traded a vehicle when you purchased your new Mitsubishi from us. Please review your paperwork. If you find that there is a vehicle traded please bring that by so that we can review the documentation. Consumer Response /* (3000, 11, 2022/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The deal was a trade I drove to the dealer with the old car went home with the new....so not sure what that was ..... Business Response /* (4000, 17, 2022/12/15) */ LC 12/14/2022 (BBB Note)-BBB asks that the consumer provide a copy of contract for purchase.