ComplaintsforMazda of Gastonia

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealership was sopposed to replace my wheel bearing which did not happen. I had to take my car to another shop and pay to have the work done correctly.

  Business response

  08/17/2023

  To whom it may concern,

  Customer ******************************* came in on 7/25/2023 for service work to be completed.  I have attached a copy of the Customer Pay repair order which outlines the work performed, including both wheel bearings.  One of the wheel bearings was replaced at the customer expense and the second wheel bearing wasn't charged to the customer, but paid for internally due to a parts error.  So both wheel bearings were replaced for the customer.  I (***************************** - General Manager) have attempted to reach out to the customer multiple times over the last week and have left voicemails for a returned call.  Calls were placed on 8/11 @ *****pm LVM, 8/16 @ 1:37pm LVM, 8/16 @ 4:37pm LVM, 8/17 @ 10:20pm LVM, 8/17 @ 10:30am.  All call logs are recorded and I have yet to be successful in getting ******** on the phone. We have requested the customer provide us the complete repair order from the work she had done at another shop, not ************* provided in the complaint, but ******************* has yet to provide this for us.  We're trying to ascertain when/where the work was allegedly done or if this was just a proposal/estimate. The customer is claiming the other shop said "no wheel bearing was on the vehicle" but that wouldn't be possible if the vehicle was moving. 

  Thanks,

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

  General Manager - Mazda of Gastonia

  Customer response

  08/17/2023

   
  I am rejecting this response because: I certainly did have the work done and did drive it from ** to ** with a bad wheel. Feel free to call Dragon Automotive and speak directly to the mechanic that did the job correctly. 
  
  

  Business response

  08/18/2023

  Thank you for your response.  Yes we did replace both wheel bearings and we have part numbers to match.  We've simply asked that you provide us with a copy of the COMPLETE Repair Order page, not a snipit, for the work that was performed at "*****************." On the complete page we should see contact information for both customer and the repair facility, VIN, date of work completed, part and labor totals etc.  It should look similar to the Repair Order I attached in my previous response.  If the wheel bearing was missing, like you had stated to my Service Manager, then the vehicle wouldn't have been able to drive. 

  Customer response

  08/20/2023

   
  I am rejecting this response because:
  I have already provided all the information requested and submitted it again. I am requesting a full refund. Please reach out to the mechanic as he would be the one who could explain the work comoleted much better than I. 

  *****************.

  ************.

  Invoice # *******.

  date work done 8/3.

  wheel bearing assembly front part # aaadl51910sk2

  Business response

  08/29/2023

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

  Thank you for providing the complete repair order document from ***************** as we requested.  We did reach out to ***************** and spoke with one of their team members familiar with ***********.  He shared that the wheel bearing was a new wheel bearing, but we installed the part incorrectly.  After determining the issue, we attempted to reach out on 8/22 (calling 3 times and leaving a voicemail) to refund you covering the costs of the repair at *****************; but weren't able to get you on the phone to complete the refund. Later that day, our accounting office notified us that you disputed the credit card charge for the work performed at our store (Mazda of Gastonia).  Considering the credit charge dispute is still active, we're unable to refund the amount of the Dragon Automotive invoice until your dispute case is closed.  I look forward to hearing from you soon.

  *******, General Manager

  Customer response

  09/02/2023

   
  I am rejecting this response because:
  The credit card dispute is closed. Refunds from Mazda can be sent to ************************ at ******************************************************************************

  Business response

  09/06/2023

  No mam, the dispute is not closed.  Please find the attachments from the merchant services department. On 8/16/23 you disputed the charge for the work performed at our dealership.  Your dispute was declined on 8/23/23 because the merchant services company facilitating the transaction determined, through documentation provided, that you did in fact have the work performed here.  On 8/24/23 you re-disputed the charge and the dispute is now in pre-arbitration.  So no... it is not closed and I won't mail you a refund.  We are more than happy to refund you for the work performed at ***************** in *******, but I will not refund you anything until you are done fighting the credit card charge for the work which was performed here.  Until that happens, I will continue to provide transparent communication through the BBB with all attachments for the BBB to review as a 3rd party mediator. *****************************, General Manager

  Customer response

  09/06/2023

   
  I am rejecting this response because: I did in fact have the work done at Mazda. However, it was done INCORRECTLY so of course I will continue to fight the charges. The right thing to do would be an apology and a full refund of the work done correctly at *****************. 

  
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/30/22, went in and purchased a vehicle with a trade in, Salesman Cam lied to me station that the financing company required GAP insurance and an additional warranty. Which raised the cost of the car $4000. I made a phone call to the finance company and found out none of this is true. So to make extra money off commission i was scrammed by ***. on top of everything instead of transferring my plates which i just got from my trade in to new car, I was told i needed new plates and had to pay, $390 more for new plates. i want my $390 back and the gap and extended warranty removed immediately. Why would i need additional coverage on a 2023 car when i have manufacture warranty and my own insurance.

  Business response

  07/17/2023

  ****,

  Thank you for sharing your experience with us, your feedback is appreciated. Just to clarify a couple things, I ******* listed as your Purchasing Consultant and ******* listed as your Finance manager.  ******* would have been the one finalizing your paperwork and reviewing your ancillary options (GAP ********** *************** Contract, Road Hazard Protection etc.). That being said, ******* would have been the one to review your paperwork and these options.  You are correct that Banks can't "require" GAP or an additional warranty, and our team doesn't require that you purchase any optional product.  ******* is no longer with our store so I can't review this situation with him. Our customers see value in insuring they financing from total loss along with insuring their vehicle with additional coverages on top of the Manufacturer Warranties provided. These items are cancellable, if you would like to do so please come into our dealership and we'll fill out the cancellation request form and have that processed.  Regarding the "New Plate" situation... the *** you traded out of wasn't in your name but the name of your friend ***********  So you were required by the ***** to have a new plate because the last license plate was in Retta's name.  Since she wasn't on the new contract you had to have a new plate. Please feel free to reach out with additional questions or stop by the dealership. *****************************, General Manager, ***********************************

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to a Mazda Gastonia on April 28th. To have a recall fixed on my airbag. When taking out my Dash they broke it I am missing a piece and the side of it is tore. They claimed it was because my car was old and brittle. They did not offer to help fix it. They only offered a $50 check. Then after driving my car when I turn on my headlights my radio turns on and off and up and down. I took my back May 2 they unplug the wires and plug them back up and said it was fine . The general manager *************************** told me that he would not fix my car because it was not their fault. But upon further search they realized they messed up the ground wire. The car worked for a few hours and then stopped working again I called took my car back on May 3rd. And it is continuing to turn the radio on and off when I turn my headlights on. They told me they would not fix it and I would have to pay for it.

  Business response

  05/12/2023

  ******************************* (*****). Thank you for leaving us a review, I'm currently in the process of responding to your BBB review left under *************************. You brought your vehicle in for an AirBag recall and during the process of removing the dash,which was already cracked, brittle and had holes picked out of it from the customers family member, which the customer admitted to.  Coincidentally enough, Mazda had a recall to replace the "Sticky Dash" which was given a extension from Mazda to be completed within 10yrs of the original purchase date.  Which you failed to bring in to a Mazda dealership to have complete, or you would have had a new dash installed at Mazda's expense.  That aside, we removed the deteriorating dash to complete the recall and reinstalled the dash.  The Airbag system is an independent system to the radio and unrelated to the recall repair we performed.  The customer then brought their vehicle back in stating the radio/headlamp stalk were now having issues.  Considering were not able to verify if the issue was occurring prior to ** performing the recall we cannot take responsibility for the issue; which is why we provided complimentary diagnostic in attempt to determine the radio issue. After removing the dash (again) our technician checked all electrical connections associated with the radio head unit and the steering column.  After his review, we weren't able to find anything causing the issue, so he put the vehicle back together. We said there could be a possibility of a grounding issues but we didnt find any connection or grounding issue when we diagnosed. The radio/headlamps were operating correctly and before the customer left, we reviewed and demonstrated the correct operation with her and she was satisfied. 

  Customer response

  05/12/2023

   
  I am rejecting this response because: when they opened my Dash up for the second time I was told from the technician Stony that it was a grounding problem on their part that caused my radio to turn on and off and up and down when my headlights were turned on. So this is a fault of theirs that came from their technician.
  
  

  Business response

  05/12/2023

  I'm sorry you're rejecting my response.  We never said "it is a grounding problem" we said "it could be a grounding problem." Considering the unit was working property when she left our store and we didn't do anything to the radio head unit outside of disconnecting and reconnecting.  We didn't disrupt anything associated with your radio head unit while completing the Airbag recall. 

• Initial Complaint

  12/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My family and I had a terrible experience with Mazda in Gastonia. As we were going over the contract with the finance associate, we had discussed that we wanted to pay off the car within 66 months at $400 per month. The associate had offered us 3 different warranty packages. At first, we had declined them all until he gave us a new offer from a package that we thought would be beneficial. That made the total monthly price to be $427/month. The employee had failed to even mention that an additional 9 months would be added upon our 66 months - which we did not agree upon. That would mean we would be paying thousands of dollars more than what the car was worth because of the additional months added. After realizing that the dealership had lied to us, we tried numerous times calling the employees that we had worked with that day. No answer. We tried for days trying to get into contact with someone, but our calls were dodged. We ended up contacting the front desk at the dealership and they said they were not able to help with our problem. They claimed that the people who could help us would be available the next day, so my dad, uncle, and I drove over the following day expecting to be able to solve this issue. Nobody who could help us was there. The people who we needed to see had some issue coming into work that morning or did not work that day. We were extremely frustrated because our time had been wasted (we live an hour away) and the dealership had lied to us, yet again. After all that had happened, my dad was able to connect to the bank that is associated with the dealership and they were able to review the loan as we wanted to cancel it. They, too, saw that something did not add up or make sense. We are currently in the process of having the loan get cancelled. The business contacted us after realizing that we were contacting the bank, and they are trying to convince us to go back and sign a new contract, with the information we originally wanted.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a new 2022 Kia ******** from Mazda of Gastonia via associate under ****** of Gastonia because they are partnered dealerships. Upon purchase, I realized that the front passenger seat was missing a mat. i reached out to the salesman (via text - ***************************) and in writing was promised that I would receive a front **** That promise was made on September 21, 2022 (in writing via text). I checked with the associate continuously and never heard was put off multiple times over weeks and now there has been no communication. I also came to the Mazda location (physically) on 10/15/22 to complete a cancellation of added warranty (lienholder would be reimbursed). The mileage was checked and I signed the request and was told they would handle the request (I have a copy of the request). To date, the warranty holder, has not received a copy of the signed request from the dealership and there is no record of my signed request. I am filing this complaint because I have done my due diligence with the dealership and now I am either placed on hold for 10 minutes and no one returns or completely disregarded. I have documented proof.

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