ComplaintsforMazda of South Charlotte

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been getting my vehicle fix there they act like because I'm black they don't have respect for black that come there I need a payment asap the employee are rude to blacks I had send my white friends in they got treat different they be act like when you black in the phone it's no one to talk to but my white friends call and got service immediately all of us work at the same company but we all have Mazda y'all are not bosses I'm am government bound you don't disrespect us need a payment they need to reach out I **********

  Business response

  07/05/2024

  Response in attachment as it exceeded the character limit.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 15th 2024 I bought a used car from Mazda of South Charlotte. I made it clear to the salesperson that I had financing in place through my credit union. Unbeknownst to me the salesperson sent a credit application to Mazda Financial as well as three other lenders. I was never made aware that he was doing this and I never gave them permission to do this. I have reason to believe that this has negatively affected my credit score.

  Business response

  03/14/2024

  This customer did express a desire to finance his vehicle purchase through his credit union. However, when executing purchase documents with our finance staff, he chose to sign the attached credit application in order to attempt to see if one of our available lenders could beat his credit union's finance rate. Unfortunately our lenders were unable to compete with his credit union's rate so ultimately he did choose to finance with his credit union. At no point was this customer's credit ran without his signed consent and authorization. 

  Customer response

  03/14/2024

   
  I am rejecting this response because:I am rejecting this response because: That does not appear to be my signature. I believe that signature is fraudulent.  And why would I sign a
  loan application for $431? I made it quite clear to the salesman that I did NOT want to obtain credit elsewhere. I will be pursuing legal action against this dealership.
  
  

  Business response

  03/20/2024

  This customer has advised that they do not accept our response, alleged that our company was potentially involved in fraudulent practices, and that they intended to seek legal action. Our company has absolutely done nothing of the sort. There is nothing additional to be added to this complaint.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle here in 2022, and paid it off in 2023, qualifying ** for a substantial ************* Refund. We have called the dealership a total of 7 times over 4 months to claim the refund, and have been given different instructions every time. I went in person when instructed to do so, and was told no one was available to help her, to come back later around 5. I did, and was told, again, no one could help me. This was after 6 different phone calls over the past few months, where she was told the check was in the mail, the check would be in the mail, and other avoidant and false answers to that effect. They do not care once they've made the sale.

  Business response

  03/11/2024

  We regret that this customer has had such a frustrating experience with this product cancellation. Our check# ****** in the amount of $954.56 was issued in January 2024 but still shows outstanding. I have now stopped payment on that check and am re-issuing payment. The new check (along with a copy of the previously issued payment showing that the stop was placed today) will be ready for this customer to pick up at our dealership today. If the customer would prefer it to be shipped overnight with **** this can be done as well. I'll just need the customer to advise of the correct address to which it should be shipped. Please email me at **************************************** to advise as to the preferred method for check retrieval. Again, we're very sorry that this situation was not handled appropriately and hope to earn this customer's business in the future.

  Customer response

  03/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a contract for purchase of a leased vehicle that specifically laid out EXACTLY what I would have to pay to purchase the vehicle at lease end and am now being told, at the last minute and after the last payment has been made, that I must now take the car to the dealer and pay them the $799 doc AGAIN on top of what is listed. I have pleaded with Mazda Financial to assist me but they just keep saying the dealers are independent and they refuse to intervene. My contract clearly states "9. Purchase Option at End of Lease Term You have an option to purchase the vehicle at the end of the Lease term for $14,722.40. The purchase option price does not include official fees such as those for taxes, tags, licenses and registration" THAT IS ALL IT SAYS anywhere about the lease end purchase. It does NOT say that you will have to go to the dealership and pay an additional $799 for them to do ten minutes of paperwork. The contract goes on to say "This lease contains the entire agreement between you and ** relating to this lease. Any change to the lease must be in writing and both you and we must sign it." There has been no such change made. They are in full breach of the contract and told me they can do whatever they want in this situation. Between the dealer and Mazda, they agreed to the terms and signed the contract just as I did. This is unscrupulous and predatory to hit folks at the end of the lease for more money than they contracted , bargained and planned for.

  Business response

  06/22/2023

  Our dealership's policy is to charge a flat document administrative fee on every car deal. The administrative requirements involved with a vehicle lease, retail purchase, or lease buy out purchase are all the same. Per ** General Statute 20-101.1, we have notices posted in all required dealership locations stating that this may or will be charged in connection with the sale or lease of a motor vehicle. Attached are the stated statute language as well as a photo of a notice posted in our dealership. While we'd love to have the opportunity to earn this customer's repeat business, they do have the option to visit any Mazda dealership to complete their lease buy out they choose. 

  Customer response

  06/22/2023

   
  I am rejecting this response because:  Regardless of statutes allowing a dealership to charge a documentation fee on any given deal, I have a contract that lays out EXACTLY what can be charged to me to purchase the vehicle.  The contract provisions are attached and state that I may purchase the vehicle for $14722.40 plus "official fees such as those for tax, tag, license and registration".  That same contract also includes the $799 documentation fee paid on this vehicle at signing.   The response itself is typical of the experience of dealing with this business, falls far short of addressing the well documented issue and is disingenuous at best.
  

   

  
  

  Business response

  06/23/2023

  There's nothing additional to be added to this complaint. It's clear that the complaintant does not feel that a ************** dealership has the right to charge administrative documentation fees to assist in covering the costs for processing a car deal; or that they feel a dealership only has the right to do so in certain cases of their choosing. Unfortunately this is inaccurate according to the previously cited state statute regarding this extremely typical business practice.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded in the 2022 Mazda CX-5 I purchased from Mazda of South Charlotte, so I reached out to the dealer 3 times for a refund, and I previously provided the documentation required (which I also attached to this complaint). Initially when I reached out to ******, he told me to send him the buyers order for my new vehicle, which I did, and I also attached a copy of the odometer disclosure statement which shows my old vehicle was traded in. I reached out to ****** again asking for feedback on whether or not the documents suffice, and I received zero response. The Gap Addendum cost $895, so obviously I expect to only receive the prorated amount back. I also attached a copy of the original gap addendum when I originally purchased my old vehicle from Mazda of South Charlotte. This is now my second BBB complaint against this dealer, the first one was already resolved and is a separate issue from this.

  Business response

  11/21/2022

  We regret to hear that this customer has experienced frustration with attempting to cancel and be refunded for an aftermarket product purchased through our dealership. The ***************** is reaching out to the 3rd party issuer of this contract to process the cancellation and refund as we speak and will communicate the status of any refund due to this customer today. Again, we apologize that this matter was not handled appropriately from the beginning and will rectify the issue immediately.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a Jeep Wrangler from this dealership in March of 2022. The price listed was ****** and I put **** down which they told me would get me a better payment. After buying the next time I looked back at my paperwork and realized I was charged almost 5k extra and was confused. I called the dealership and asked them to just send me the paperwork so I could see the fees for which I was charged since it was mention to me that the price of the jeep was different with mandatory add on. They told me they would email me paperwork never did. On farther review this dealership put down my income as 7k which I told them I make between 4-5k a month. By this time I just wanted answers I reached out through email, text and even email the general manager for a resolution. My issues is why wasnt I informed of these extra fees I was charged for and also why was my income changed? If I couldnt get approved for this jeep with my income and my down payment and they lied about my income its fraud. I feel as if this dealership took advantage of me especially seeing I had a fussy one year old with me and was trying get my paperwork signed and out of there. Regardless, you cant lied about income for financing and I still want to know about the extra fees I was charged for this jeep.

  Business response

  06/07/2022

  The vehicle which this customer purchased was listed online with a selling price of $51,950. However,the listed price is subject to change depending upon reconditioning, added options, and the like. Our website states, Vehicles are subject to dealer reconditioning, sales tax, tag, and dealer doc fee plus any options installed by you or the dealer. In this case, the dealer reconditioning total was $2,536, the dealer doc fee was $799, and the customer chose to purchase a ********** paint protector policy for this vehicle for $1500 bringing the total price of the vehicle to $56,785. NC DMV charges 3% highway sales and use tax on all vehicle sales so an additional $1,703.55 was collected along with $100 electronic tag fee and $94.75 in title, tag, and registration fees. The customer purchased a GAP policy for $850 and made a down payment of $4500 making the amount financed $55,033.30.
  
  The customer completed a credit application which stated among other pertinent information that their income was $7000 per month.The credit application was signed and initialed in various places by this customer. One of the initialed elements was their monthly income. Mazda of South Charlotte does not enter or change customer income for any reason as that information must be supplied by the customer. I cannot provide a copy of the credit application via the BBB website as the customers social security number and other personal information must remain confidential.
  
  Copies of all purchase documents were provided to the customer at the time of purchase. However, in order to be certain, copies of these documents (including the completed credit application) will be shipped via *** to the home address on file.
  
  We regret that this customer was not completely satisfied with their vehicle purchase experience with us. We hope that this explanation provides clarification and that we're able to earn this customer's future business.

  Customer response

  06/07/2022

   
  Complaint: 17316019
  
  I am rejecting this response because:
  The problem with this is the price subjecting to change should of been informed to me not one time did the salesman mention this because If so I would of walked away. The whole buying process was rushed and to sit up here and say I put 7k down as my income Is a lie and fraud. I have purchased 8 cars never had a issue and never lied about my income to get a car. I put down the down payment to lower the original price not for someone to lie for me to get approved for a overpriced jeep. Yes I sign without reviewing my income because I know what I told the salesman and but I didnt write down my income he asked I told him between 4-5k never 7k! I know salesman are known for lying to make a sale but this is my first time experiencing this. I call the very next day when I went back over my paperwork to address this issue and ask for paperwork to be email to me which never was. If I reached back out and noted about the income being incorrect why not correct it so it not fraud to the bank? Simply because this dealership didnt care and just wanted a sale. I wanted to resolve this matter with the dealership before having to contact a lawyer, and of course lies are still being told.
  Sincerely,
  
  *****************************

  Business response

  06/09/2022

  The price of the vehicle never changed and was disclosed from the beginning via the initial worksheet as well as in the finance office via the final **** of sale. Dealer prep disclosures are posted on our companys website - the same website the customer accessed to shop for the vehicle purchased. All additional charges were for products the customer chose to purchase, the standard dealer documentation fee with which all customers are subject, and all tax, tag, title, and registration fees charged by and paid to the state DMV.

  Regarding credit application information, the sole purpose of requiring that a customer not only sign acknowledging all information included but also to initial specific elements (including declared income) is to confirm that the information provided is accurate according to the customer.

  Were sorry to hear that this customer feels she was rushed.That was not our perception at all given the fact that she was at our dealership over three and a half hours spending time on her phone at various times throughout her decision-making process. Further, when she was leaving after having made her purchase,she expressed great happiness and satisfaction with her purchase and never once indicated that she felt rushed in any way.

  Customer response

  06/10/2022

   
  Complaint: 17316019
  
  I am rejecting this response because:
  I have a one year old with me and on my phone trying to get my daughter to settle down by letting her watch coco melon in which is the reason why I said some of this information was left out. I was outside and walking around while these numbers was being determined all I was told was I was approved and to get the payment I wanted was to put down the *****. Regardless, I called the next day after I was reviewed the paperwork when I notice the error so if I called the next day to try to get it fixed thats when it should of been handled. I shouldnt have to keep calling, texting, emailing and writing complaints elsewhere when this problem could of been addressed! Yes, due to me have a fussy one year old my attention wasnt 100% percent where it should of been but I do know I wasnt told about the price being different and i know I didnt lie about my income but yall did! So if I called and told yall this the very next day trying not to get anyone in trouble because I know mistakes happen then I wanted it to just be fixed and handle right then. Ive been given the run around for the last two months and now I had to write a complaint here then yall decide to response and mail some paperwork to my house! Very unprofessional! I have all the messages I email and sent showing that I seen this mistake and reached out to fix it especially since my income was not correct! I dont do shady business never have never will! And I dont lie to banks because I dont have too! But I Will also report this to the consumer financial protection bureau because this is not how you do business with anyone. I was very understanding and nice on my part and kept reaching out to this dealership in a timely matter which was the next day! And yes I was very pleased the day off until I looked at the paperwork and seen the errors!
  

  Business response

  06/13/2022

  If this customer wishes to cancel the *** policy she purchased at the time of sale then we would be happy to begin the cancellation process. The refund for such would be made payable to the lender upon receipt from the company who holds the *** policy. Those funds would reduce the vehicle loan's principal. If this is an option the customer wishes to pursue we'd need them to contact our ***************** in order to get that started. 

  While we're disappointed that this situation has not been resolved, it is clear that all vehicle sale documentation was signed and processed properly based on all the information provided. We appreciate being given the opportunity to demonstrate our commitment to providing straight-forward honest customer service to our customers. 

  Customer response

  06/16/2022

   
  Complaint: 17316019
  
  I am rejecting this response because:
  I dont need to cancel my gap that is the one thing I did say I wanted and agreed too, nothing else. My issue is the fact the issues I called about wasnt addressed. It could of been a simple misunderstanding on both parts but the fact yall ignored me wouldnt email me back, wouldnt return phone calls was beyond me.  I had a major surgery the very next day and I told my salesman that so I was trying get the information corrected before I had my surgery because I knew if it wasnt resolved then I wouldnt be able to come back to the dealership for six weeks. So I kept reaching out I asked for the paperwork which was just sent to me and also once again the income I feel was change to make the sale because the car was 51k on top of yall adding those dealership fees plus taxes etc that would of been a 60k car. Regardless, it was bad business on this dealership part customer service is always first. I notice the errors and called back to address them asap and I did so without trying to get anybody in trouble but after being ignored I had to make complaints elsewhere. Refunding my gap will not justify this situation.
  Sincerely,
  
  *****************************

• Initial Complaint

  02/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had to sign and contract and pay upfront approximately 3 weeks prior to the vehicle arriving at the dealership. I repeatedly told the salesman, ****** that I wanted FWD. In talking with the Sales Manager I asked several times the difference between the Grand Touring model and the Touring with an add'l package which they were trying to sell me. I was told 3 differences which were ok with me. I was NOT told that the radio was different and not Sirius XM capable. The replacement radio is another $600 I am told. When I picked up the car I saw that it was AWD, not FWD. Again the sales manager told me something inaccurate, that the difference in the mileage was minimal. My experience is a difference of 2.5 mpg which I find unacceptable. I want the Sirius compatible radio I was lead to believe I was buying and also a monetary compensation for difference in the mileage. I was offered a "plug-in" Sirius adapter but that is unacceptable for several reasons. One, the antenna is located on the windshield which would easily be ripped off or damaged in a car wash, 2, it takes up the connector slot in the console, and 3, it must be manually turned off in order to access any other source of audio which would be impossible while driving. The car I picked up was not what I thought I was buying..... lower grade radio and AWD were not disclosed, but since I had signed the contract I had no choice but to take it. Nothing in the contract listed the specific included items so I had not way of knowing it was AWD. Had I been told the whole truth in the beginning I would have opted to wait on a Grand Touring model.Sales people, especially the Sales Manager should tell people the truth!!!

  Business response

  02/21/2022

  When this customer began shopping, she inquired about purchasing a 2021 Mazda CX-5 Touring ***.Unfortunately, Mazda had already begun moving away from the *** system and the 2021 Mazda CX-5 Touring *** was no longer in production at that time. In fact,this is standard for all 2022 Mazda CX-5 models and Mazda plans on making an *** system standard for all of the CX models. That being said, the difference in the *** and *** systems is one mile for both city and highway. According to Mazda's website, the ****estimated mpg for the 2021 Mazda CX-5 *** Sport,Touring, Carbon Edition, and Grand Touring models is 25 city/31 highway mpg.The same trims with the *** system achieves 24 city/30 highway mpg. 
  With the purchase of any vehicle which has not yet arrived from the manufacturer, all documentation and funds are due in order to secure the unit as standard operating procedure. The unit is secured and once it arrives at the dealership, the customer is contacted, and arrangements are made to come take delivery of the unit and the contract is updated to reflect the actual date of delivery.
  Regarding the Sirius satellite radio, any subscriber of this service has the capability to listen to it on multiple devices using its app. Once the app is downloaded, a subscriber connects via Bluetooth, and is able to stream its content. This was explained to the customer but she was not willing to access the content via an app and stated it must be factory installed. Since the dealer is unable to 'factory install' anything, the aftermarket adapter option was offered as that is the only other option available.
  We regret that this customer is unhappy with the vehicle which she purchased. She's purchased multiple vehicles from us and we hope to maintain our relationship with her in the future. 

  Customer response

  02/22/2022

   
  Complaint: 16781019

  I am rejecting this response because you have not directly responded to the stated fact that no one, ***** ********** nor the Sales Manager,told me that I had no choice but to get AWD until after I signed the contract and went to pick up the car even after I consistently stated what I wanted during the sales process.  You have also not directly responded to my complaint that the sales manager did not give me an accurate answer when I repeatedly asked what were the differences in the 2 models.  Your suggestion of the app is not feasible because this would require me to pay for unlimited data which I don't otherwise need, therefore extra expense to me. ***** told me that I could pay $600 for a Sirius capable radio to be installed.  If this was an accurate statemenet, I suggest that you foot that **** and get me the radio that you lead me to believe I was getting in the new vehicle. 
  The bottom line is that I believe you are legally obligated to give accurate answers to specific customer questions and, if a specified item (FWD) is requested, the customer should be told BEFORE signing a contract that it is not available!  Otherwise it is a deceptive sales practice.   I am quite disappointed in the apparent reluctance to accept responsibility for the inaccurate and missing information.
  
  
   Sincerely,
  
  ***********************

  Business response

  02/25/2022

  After additional research regarding this complaint was done on Wednesday February 23rd, upper management reached out to this customer to make arrangements to work out a mutually agreeable outcome.

  Customer response

  02/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2015 ****** Pathfinder on 10/23/21 with a check from my bank. After getting the car home and driving it over the weekend, I noticed the car would sputter when changing gears. This prompted me to call and I took the car to the dealership so that they could inspect it for any issues during that time, I called my bank and informed them of this matter and requested that they stop payment on the check for the vehicle until I was able to identify the issues with the car. My vehicle remained at the Mazda dealership for several days (approximately 8 to 10 days total). I received a call from someone during that time at the dealership where he stated that Mazda would replace the transmission with a warranty guaranteeing the work if I agree to call the bank and process the check. I did just that based off their word, after 8 to 10 days of my car being in the shop, my car was returned to me on November 4th. Only for me to drive it for a few days and it started to sputter again as well as the car started have a knocking noise under the engine. After dealing with my sisters death on the 9th, I reached back out to the dealership on Thursday 11/18 and took the car in to the dealership for this issue and I had the service manager sit in the car to hear the knocking sound, he reached out to the Sales Manager (*****) who then stated that I should have purchased the extended warranty and said that he would not be able to take the car back or fix anything else on the car. he stated that he would have the service guys check it and it they found anything wrong with it he maybe able to contribute towards the repairs. The service guys said they didn't identify any issue although the care continues to sputter and knock. I took the car back again 2 days later with my paperwork stating that the car does have warranty and was informed that the warranty was voided in the system and that the warranty company would reach out to me. Mazda sold me a defective car with no resolution

  Business response

  11/29/2021

  Hello,

  Our staff has worked directly with the customer on this issue. A vehicle extended service contract was provided to her at no cost on Friday November 26, 2021. We appreciate the opportunity to resolve this issue.

  Thank you,

   

  L *********

  Mazda of South Charlotte

  Customer response

  11/29/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Sierra ******

• Initial Complaint

  08/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a certified used Mazda from dealer 3/26/21. The finance department recommended purchasing an extended warranty. I asked if this warranty was a genuine Mazda extended warranty. He said yes it was a genuine Mazda extended warranty package I could purchase for an additional $1500. He also informed me I could cancel the warranty if I did not want it later. A week after purchasing the vehicle I found the warranty information in the paperwork and noticed it looked like an aftermarket (outside party) warranty and not a genuine Mazda warranty. I called Mazda corporate to confirm and they reported I did not receive the genuine warranty. I called the dealer and they said the warranty I received was not genuine Mazda, but an aftermarket. I have emailed the finance contact several times requesting to cancel the insurance. I still have not received the refund ($1500) off the loan like I have been informed. I expect the dealership to follow through with refunding this amount.

  Business response

  08/20/2021

  Business Response /* (1000, 5, 2021/08/20) */ The vehicle service contract for this customer has been canceled effective 3/26/21 which was the purchase date of the vehicle and contract. We have issued check# XXXXXX to the customer's lender, Credit Union Loan Source, in the amount of $1500 which was the full purchase price. We apologize for the delay in processing as it appears this was simply an oversight and we hope to earn this customer's future business. Consumer Response /* (3000, 7, 2021/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) We would like to hold this complaint open until this $1500 check clears with Credit Union Loan Source and is reflected in our loan amount. At that time, we would then prefer to close this complaint. If the dealer is being honest with their response, this should take no longer than 3-5 business days. My wife and I will review the account daily with Credit Union Loan Source until that occurs and report back once the $1500 check has cleared. It's unfortunate a customer has to go through this many hurdles just to get a car dealer to do what they say that will do. Consumer Response /* (3000, 14, 2021/09/02) */ ***Document Attached*** It is 9/2/2021 and my loan provider has yet to receive and process the $1500 check the car dealer reports they have sent. It has been over two weeks sense they reported sending the check. Please provide proof the $1500 check was sent and proof of correspondence with the loan provider that you have attempted to follow up with them on receiving the check. I request this complaint remains open until the $1500 check clears and is represented in my account showing the car dealer is good on their word. Business Response /* (4000, 16, 2021/09/02) */ On 8/20/21 we issued check# XXXXXX in the amount of $1500 to this customer's lender and the check was mailed to that lender. Having received the additional information today that the check has not posted to the customer's account, we discovered that the check also had not cleared our account. Given that, we called the lender and spoke with a rep named Felecia who stated they had not yet received our check. In an effort to expedite this payment in this situation, we inquired about the possibility of allowing them to debit our checking account for this transaction as they have the ability to do so for other internal financial transactions. Unfortunately she informed us this was not an option for a customer's aftermarket product cancellation. Rather than allow any additional time to pass in hopes that our check was received, we stopped payment on check# XXXXXX and issued check# XXXXXX to the lender also in the amount of $1500. The new check is being sent via UPS shipping today and is expected to be delivered to the lender by 10:30am tomorrow. We have informed the lender of this and they stated they'd note the account. The tracking number for this shipment is ********XXXXXXXXXX. I am attaching copies of the 1st check issued, the confirmation of its stop payment placement, the new check issued, and the UPS label for the shipment of this new check. We regret this has become such a frustrating issue and are hopeful it will be resolved upon the lenders' receipt of our UPS shipment tomorrow morning.

*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. ↩