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:03/04/2025

  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.

  I first leased the car at seacoast mazda on 2/14/25.I then came back for my inspection on 2/18/25. Car was not detailed or charged for me. My car then displayed a message on 2/25/25 saying an electric leak turn car off immediately. I had to call roadside assistance on my own after calling my salesman. No one at the dealership knew that the car couldnt be put back into neural, so I then had to have my car sit over night, unlocked in a parking lot as they needed to use a special tow truck. Mazda did give me a loaner car over night but did not have me sign any rental car information. Mazda did not work with any urgency to try and get my car from the parking lot to their service department and told me I had to wait on ***. The following day 2/26/25 my car had still no even been looked at when I went to get some personal items out of my car. I then filed a claim with corporate to which your dealership said I had to wait 72 hours to do anything. It was stated to me that my hands are tied and that Ill have to go directly through Mazda corporate for resolution. It was then stated to me that they knew these cars had this problem and still sold me the car anyways. It was also stated to me after I expressed that I no longer wanted the car, that they could buy it back but wont because it would be a loss for them. They knew these cars had been problematic but still sold me the car. The service manager told me it could be a minimum of 3 months of a repair time. They have done nothing to make this right, claiming the free rental car is all they can do for me. All im asking is for them to take my lease back as I no longer feel safe driving this car with my child. They claim to be a family business yet only care about money in their pockets.

  Customer Answer

  Date: 03/12/2025

  I still havent received back a response to my complaint filed with Seacoast Mazda. When can I expect a response back ? 

  Business Response

  Date: 03/30/2025

  ******* leased a number of vehicles from our dealership the past couple of years and has always been a great loyal customer. Weve never had any issues and shes always been satisfied doing business with us. 
  
  When she took delivery of the vehicle late that night the salesperson informed her that vehicle had not been charged and we would charge the vehicle when she returned for an inspection sticker. When she experienced issues with the vehicle she called a tow company on her own who unfortunately were not properly equipped to move a Hybrid vehicle. She then called the dealership and we called a Mazda roadside assistance which was properly equipped to safely move her vehicle and able to tow it to the dealership. We handled this for the customer on her behalf.  
  
  The following day we were able to give ******* a loaner car which was the same vehicle she leased from us a couple of days prior to help with the inconvenience.
  
  When we diagnosed the issue with her vehicle it required an update that needed to be performed to the vehicle and we needed to get that update from the manufacturer. We were given a timeframe of a couple months to have this fix from the manufacturer even with it being expedited. Luckily, we were able to get it done sooner and the vehicle was here for a total of 28 days. Again, during this time frame the customer was given a loaner vehicle at no charge to her which was identical to the vehicle she purchased.
  
  While the vehicle was here ******* called frustrated a number of times wanting to return the vehicle. In the State of NH the title is sent to the state and which we are unable to reverse once its sent out. Its not as easy as just returning the vehicle". It is now titled in the customers name and is considered a used vehicle. The titling process in ** is strict and for that reason the state has a No Cooling off Period. We offered to trade her out of the vehicle and get her into a new vehicle which was not a Hybrid for the same exact payment. She declined the offer and told us she would wait for her vehicle and stay in our free loaner car for the meantime.
  
  
  At this point I feel Seacoast Mazda has done everything in our power to help *******. We helped her retrieve her vehicle and have it safely towed back to our repair facility. During the down time we gave her safe, reliable transportation at no cost to her. We offered to trade her out of the vehicle that she purchased with no financial loss to her. The vehicle was expedited with the manufacturer to be fixed as quickly as possible and returned to the customer. Weve done everything in our power to help and make sure shes satisfied to the best of our ability. We cannot issue a refund due to the titling circumstances explained above.

• Initial Complaint

  Date:04/26/2024

  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.

  Seacoast Mazda sold us a pre-certified used Mazda CX-9 2 years ago. It is still under buyer warranty based on the mileage. After taking the vehicle to an independent body shop as well as Morong Falmouth Mazda for evaluation at both the mechanical and body shops due to rust that showed up shortly after we purchased the car but has ballooned to flaking off, as well as pre-existing misalignment of the tailgate into the trunk space we had noticed early on and new mechanical issues with the trunk lifters, we discovered that all 3 inspectors independently came up with the same conclusion that unfortunately it was clear the car had been in some sort of event or accident causing damage to the liftgate. Their was a patch job done using Bondo which water got underneath and rusted and the mis-alignment has now caused undue stress on the trunk lifters causing them to malfunction. If we had known the 2, what we thought were minor observations, were going to cause such severe costly damage we absolutely would have followed up sooner. It is clear to us that the protections of Consumer Law for a right to a written disclosure of the vehicle's history was violated. Both my husband and I have communicated with the business requesting either they repair the damage free of charge or directly pay the Mazda dealer in ***** to have the necessary work completed. They are refusing to do this. They attempted to make some "offer" whose details have been shifting like the sands over time and requires we pay them more money including saying they will not make any repairs at all unless we agree to have them replace parts we have been told both by them previously and the other inspectors do not need to be replaced. After several phone call, emails, including a trip down in person, it is clear the are not willing to resolve the issue in an equitable fashion which is all the more unacceptable given, the car was damaged and undisclosed prior to the sale.

  Business Response

  Date: 04/28/2024

  We sold this cx-9 on Feb 22 2022. It was a certified pre owned vehicle with a clean Carfax. We had our Mazda certified technician go through the vehicle with 160 point inspection before selling it. The customer and sales person went through the vehicle and inspected it before leaving the lot and purchasing it. We never had heard from the customer about any issues with the vehicle until about a month ago. This was two years later and we do live in *********** with salt on vehicles all the time. When the customer brought it down for us to look at it was also covered in salt. The cx-9 was in great shape and had no damage on it when leaving my lot over two years ago... We strive for customer service and satisfaction and in this situation we even offered to help fix the rust issues at our cost just to help. The vehicle is a 2019 making it about 5 years old at this point. There is no reason for us to have to pay for a new tailgate for something that was NOT an issue before selling the vehicle. I would be happy to share the certified pre owned repair order history as well as the clean Carfax for this vehicle. I still stand behind my offer to help the customer out and fix the rust that has formed on their tailgate over the years at our cost and not upcharge them to fix it if they would like. Please let me know if you need anything else as we are a family owned store who always take care of our customers.

  Thanks,

  *********************;

   

  Customer Answer

  Date: 05/05/2024

   
  Complaint: 21624493
  
  I do not accept the business's response as a resolution to my complaint because of the following details. 

  Sadly, it has become apparent to us through 3 different inspections, these issues were present before the vehicle was sold to us and our trust resulted in delayed follow up. When a small hairline crack showed up on the tailgate shortly after we purchased it we did not rush to have it investigated thinking it was a small blemish. When my husband noticed what seemed like a small misalignment of the tailgate around the time of purchase he chalked it up to small irregularities from production. Fast forward a few months and that hairline crack grew into rust. Again, thinking it was possible to eradicate rust with some minor bodywork, we did not rush to have it evaluated. Once we did however, we were shocked to hear from the independent bodyshop near our home that impact was made to the vehicle at the tailgate causing rust and furthermore that impact had led to misalignment of the tailgate and the only solution was the replace the tail gate. Soon after this, we had an incident where the trunk became stuck as we tried to open it. It lifted maybe 3 inches or so and no more and would not close; this resulted in us packing all of our belongings from a family trip through the back door with the seats folded flat. After this incident and the bodyshop assessment we contacted Seacoast Mazda. I asked about the warranty and how to go about having teh car fixed and evaluated. They informed me the warranty was still intact based on mileage and I could take the car to any Mazda dealer and based on the findings the plan could be made. We took the car to Morong Mazda in ***** as we live near there. The mechanical shop there evaluated the car and documented their findings which were essentially the same as the independent body shop. Impact to tailgate causing now rust and misalignment of the tailgate now causing stress on the trunk lifters leading it to intermittently malfunction. We provided this documentation to Seacoast Mazda. I will spare you the details of the many phone calls, emails and conversations my husband had with various staff trying to get a clear answer for a plan. Ultimately they requested he drive the vehicle down to them at Seacoast. My husband made an appointment and drove the hour down there. Their assessment disagreed with the previous 2 we had acquired. They stated something along the lines of, no one can tell how the trunk lifters are affected and there is salt on your car. Needless to say, we did not find this helpful. We definitely had salt on our car from driving on ME and NH roads during snow season. This goes without saying I would think. The car is garaged every night and the majority of days during the day. After continued discussion, Seacoast Mazda agreed to and I quote "Repair Tail Gate Rust + Align Free". This was written on one of their business cards. The most we have on paper. They further explained they could replace the trunk lifters for $1700 but it didn't really seem necessary as they were currently functional. Once my husband returned home we discussed the options and although repair to the rust will not fix it, we have since learned, we figured it was better than nothing for the time being. My husband contacted them to inform them of our decision, only to find out they had changed the terms and now would no longer honor their offer of a free repair as outlined. They would only do the work of rust repair and tail gate alignment if we also would agree to have the trunk lifters replaced for $1700. My husband point blank asked if they were saying they would no longer provide the free service they wrote on their business card and they said yes. We declined this offer. We then took our car to the Mazda Morong bodyshop for evaluation and pricing of repair. They once again, had the exact same explanation of the first 2 evaluations we had done. There was damage to the tailgate with impact, it was repaired with Bondo (had never heard of this stuff before) but he explained what it was and how it worked. The Bondo then began to lift from the car and salt and elements were exposed to the car causing ever growing rust. He showed me how if you hold a magnet to the metal of the car it will stick, if you try to hold the magnet to the Bondo it does not stick as it is not metal. Also, that the tail gate "twisted and flexes as the gates trys to close". "Replacement of the lift gate is not advisable and replacement of the lift gate is best repair". The first independent body shop also stated repair was not advised and replacement was. ****** has quoted $3,015.42 for this work. The independent body shop stated they could look for a used tail gate in good condition for replacement but the cost would be similar to the other quote we had. Finally, and once again we assumed because we had a Pre Owned Certified vehicle that was still under warranty and assuming the rust could be patched, and the misalignment was a small flaw, we did not aggressively pursue evaluation sooner. Now we have discovered several concerning things: there was damage prior to us owning the car that was not disclosed, that resulted in persistent, worsening rust, a tailgate that is damaged causing intermittent mechanical issues, the solution will cost thousands, "Pre Owned Certified" and dealer warranty provide no protection to the buyer, a hundreds point inspection (as pointed out by the dealer) done by the dealer that did not pick up on any of these things to a trained eye,  and a dealership that changes their offer to help with an incomplete solution in the first place, but then only agrees to perform their incomplete solution if we pay them $1700 for extra work of replacing the trunk lifters they explained originally that were not necessary.  Yes, we believe we are owed better treatment than this. Yes, we want a replacement tail gate that is not rusted from prior damage we did not cause and a tail gate that will function properly and not lead to further failures. 

  Sincerely,
  
  *******************************

  Business Response

  Date: 05/06/2024

  I am sorry to hear about this. We offered multiple times to fix the tailgate at our cost. This vehicle was purchased over two years ago and we are just hearing about this now... The customer was rude to my employees. Swearing and yelling at my salesman and service manager. We are no longer willing to help as it seems as the customer is not seeing both sides of this. 

  Thank you,

  *********************;

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21624493
  
  I do not accept the business's response as a resolution to my complaint. 

  I am also very sorry to hear this response. I would agree that this mode of resolution is not being effective and am ready to be done with pursuing the BBB platform. And also, WOW. This company never ceases to shock me. We have without a doubt been very frustrated with this entire process. There was no screaming and swearing at their staff. Finally, I will never be able to see the other side of a scenario in which I am sold a pre-damaged car that was patched up and now have to pay thousands of dollars to make it right. For those following along and reading, if my message is responded to, and I choose not to engage further with my own response in a certain time period, the report will default to a setting where I have accepted the response and the case will close. Be aware that I do not accept these responses as a resolution. 

  Sincerely,
  
  *******************************

  Customer Answer

  Date: 05/09/2024

  Hello. In looking back at the communication history I dont see my final response to their last submission? I wrote it on Tuesday. Am I missing it? 
  

  thanks so much

  ********

  Customer Answer

  Date: 05/09/2024

  It was a short response on tues that said we did not accept their response and although we have absolutely been frustrated, there was no swearing and screaming at their staff. I also commented that I was also ready to be done with the BBB platform. That I will never be able to see another side to a scenario where I buy an undisclosed damaged car, that was patched up and will cause thousands to replace the part. Can this be added if that communication is not showing up for some reason? Thank you.

  Customer Answer

  Date: 05/09/2024

  Sorry for all of the messages. I was able to find my submitted response from tuesday by going back into the code from that day and i attached a screenshot here. (Wasnt sure how else to resend it but it does show as sent on 5/9) I would very much like to have this response included in the total report. Maybe I missing it? Since it went through, I would have thought it would automatically show up in the communication history after their comments but before it shows the complaint was closed out and I cant seem to see it. My apologies if i am missing it somewhere. Thank you!

• Initial Complaint

  Date:10/31/2023

  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.

  In April 2023 I went through Seacoast Mazda to lease a new vehicle. This is my third Mazda, but my first transaction with Seacoast. At first, I had a wonderful experience with my sales associate, and was very happy with the process. Upon driving the new vehicle I noticed a problem with the way my vehicle was accelerating. I called the dealership and spoke with a new sales person who agreed that the problem seemed dangerous, and that I could come in to go over my options. I was offered a new lease, but financially it did not make sense so I ended up putting my car in service. This is essentially where everything went downhill. I was treated extremely unfair by the service department who was rude and negligent towards me from the start. I received a loaner car that was absolutely filthy (trash, dirt, etc.) after about a week of my car being in service they called to tell me that they discovered the issue it was a sensor issue, and everything would be covered under warranty and not to worry A week later, I get a call, which I was expecting was going to be them, letting me know my car was done and to pick it up. However, now they have a completely different story saying that there was damage to the car and that I have to pay out of pocket. They have completely changed their story and furthermore are acting extremely unprofessional toward me. They have disclosed multiple times that they are understaffed and to me it seems like they are taking that out on their customers. As I have mentioned, I am a long-term and loyal Mazda owner, and have always had a great experience with the dealerships up until this point.

  Business Response

  Date: 11/14/2023

  Customer brought the vehicle in for a check engine light codes p0524 (engine oil pressure too low) and p250f (oil level too low) inspecting the oil dipstick and found no oil registering on the dipstick added oil the vehicle needed 4 quarts. Started the vehicle and found the oil leaking from the oil level sensor. Quoted oil level sensor informed customer the part would be 6 days until in stock. Vehicle pushed back into the shop on 10/30/23 to have the sensor replaced, upon removal of the sensor the oil pan has impact damage and the sensor is not sitting flush against the oil pan the oil pressure sensor is bolted onto 3 studs from the bottom of the oil pan the studs should all be the same length but where the oil pan has impact damage the studs have been moved and will not allow the pressure sensor to sit flush causing the leak of oil, further inspection shows another impact site on the oil pan as well as the radiator support being impacted also the under carriage splash shield has damage as well as the front bumper. Contacted customer of what was found and informed the customer that the vehicle will need an oil pan as well and unfortunately due to the impact damage it is not a warrantable concern due to the component being compromised from an outside influence. Customer asked to speak with the service manager, at this time I spoke with customer and explained what we found and why it would not be covered at this time, I asked the customer if she could come into the dealership so I can show her the vehicle on the lift and the impact areas, the customer insisted that she has never hit anything and it was sold to her that way. The customer then said she would have her husband and herself call me back to review this again. On 11/1/23 the customer called to talk about options and we went over the vehicle needing the oil pan and sensor, why it is not covered under warranty and what we have seen to cause this not being a warranty repair. I asked the customer again to come in so we can look at the vehicle together, the customer said she has a job and can’t just come to look at her vehicle. The customer then gave the approval for the repair also asked about a possible option to trade the vehicle in.
  We at Seacoast Mazda are sorry the customer is upset about the cost of the repair, we did not deceive the customer and contacted her right away after seeing the damage that caused the issues. Unfortunately the manufacturer warranty do not cover a failure of a component when the failure is caused by an outside influence such as this concern.

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased a new vehicle with Seacoast Mazda December 7th 2021 and quickly after, began noticing an issue with the infotainment system. On cold mornings the infotainment systems is inoperable and the screen inside the car is black or frozen with the mazda logo. This lasts usually 15 minutes while the car warms up to operating temperature. I scheduled service at Seacoast Mazda to look at the car regarding this issue for December 12th 2021. They looked at the car and stated they found nothing wrong and I just don’t know how to use the system. This first appointment was disappointing so I tried everything I could think of to resolve the issue myself to no avail. So I made another service appointment to look at this continuing issue for February 12th 2022. After this appointment I got a video from a service tech stating per a recent TSB, he updated the CMU and that may resolve my issue. Around this time talking to the service reps they mentioned they had a CMU replacement ordered, but it was on back order so they would call me in a while once received. July 25th 2022 I brought my car in again for some other warranty repair and an inspection and was informed the CMU was still on back order. I figured since covid messed up the supply chain it may take a while to get a replacement. I waited a whole year, July 10th 2023, I took my car in for the yearly inspection and was informed by their service advisor over the phone that the CMU has shipped and they would call me back in a week or two to get this all fixed. In the beginning of August after no call back, I called to inquire about the status of the replacement. I after some back and forth they said it is backordered, even though it has shipped already? I emailed Mazda USA who called the dealership who stated my cars problem had never been been verified and they haven’t even ordered a replacement part. I feel like they’re giving me a run around here and I would just like my car to work as it should.

  Business Response

  Date: 08/22/2023

  Hi ********!

  So sorry to hear about your poor service we have provided. I had my service manager Nick D**** reach out and instructed him to get you the parts you need and fix it. So sorry again and hopefully we can make you a happy customer and maybe even a free year of maintenance? Let me know if you would like to talk to me personally. 
  

  Thank you,

  Ryan M****** 

  General Manager 

  ###-###-####

  Customer Answer

  Date: 08/22/2023

  
  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

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 contacted Mazda headquarters in September for assistance to get my remote started fixed -Service Request Number ********. I had called Seacoast Mazda several times to make an appointment. At least a month had gone by before I could get the vehicle on their schedule. On November 3rd I dropped off the vehicle to get the remote problem corrected and it is still there awaiting corrective action as of January 10, 2023. I waited and requested a follow up multiply times without the courtesy of a call back or update on the vehicle. On Saturday November 19th I received a voicemail and video from the service tech stating that the Mazda remote car starter is junk and wouldn't recommend it. Please understand my concern and frustration with this outcome. After reviewing the video, it does not give me confidence in Mazda products or in the service provided at Seacoast Mazda. I asked to have this matter reviewed from someone more technical and to see how we could reach a satisfactory outcome. Many attempts have been made to involve Masda USA headquarters, and they are not cooperating or assisting me in this matter. On January 10, 2023 I received a call from Joe M***** saying to come pick up my vehicle and they counldn't fix the problem. I asked for him to email this in writing so I could follow up with Geico for next steps. I have placed a call with the representative at Geico and they authorized Seacoast Mazda to repair the vehicle and fix the issue. My vehicle has been with Seacoast Mazda since 11/3/2022. I want my vehicle back to its original operational status. Since Seacoast Mazda received authorization on the issue as an insurance claim, then I feel that the proper protocol is to work with Geico for next steps. I requested that in writing from Joe M***** to get authorization for next steps to a favorable resolution and had anticipated getting this information today to move forward.

  Business Response

  Date: 01/16/2023

  We are pleased this was brought to our attention. We have since contacted the customer and are working on a resolution to have this fixed in a timely manner. We are installing a remote starter (on our behalf) for the miscommunication and frustration. This should rectify the problem.

  Unfortunately prior to this vehicle being brought into our Service Dept it was involved in some type of collision and was worked on at a body shop and then improperly put back together which we believe is what is creating the issue with the remote start. 

   

  Customer Answer

  Date: 01/22/2023

  
  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

  Date:08/03/2022

  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.

  Start Date of Transaction: July 11 Total Price: $2,167.65 ($850 for front bumper replacement) ($1,122 for brakes) ($164 for brake flush) Since July 11, I have been without my car due to mistakes made on behalf of Seacoast Mazda. To begin, Seacoast Mazda gave me an original quote of $850 for the front bumper replacement, and after agreeing to the price, they tried to nearly double the price. Fortunately, I told them I was not willing to pay the new price and they stuck with the original, however this did not sit well with me. On July 15, 4 days after dropping the vehicle off, I was promised that the car would be finished and ready for me to pickup. I took time out of work and made arrangements to go to the dealership, just to find out that same day the car would not be ready until July 18. On July 18, I reached out to Mazda and was told it would not be ready until July 19 due to complications. On July 19, I picked up my vehicle for the first time and realized that the front license plate was completely missing and a NEW warning light popped up on my dashboard - the warning light was associated with a malfunctioning headlight issue that rendered the lights useless and actually caused me to miss an important work event. On July 23, I dropped the car off to seacoast mazda again to have them fix this issue - told it would be 20 minutes, they ended up keeping my car until July 27. On July 27, Mazda delivered my car to my house, just for me to find a huge piece of the bumper/guard hanging on the ground and ultimately broken beyond repair. Since July 27, there has been a number of additional issues coming up and as of August 3, I have NO estimate as to when I should be receiving my car. Seacoast Mazda attempted to remedy this situation by offering a complete car detail (however this was completed and was very poor quality, seemed as if they just took a vacuum to the rugs) and also offered free future service, however I do not want to work with this company again.

  Business Response

  Date: 09/09/2022

  During Mr. *******'s visit we did take his vehicle to our body shop to paint and replace the bumper. Due to unforeseen delays with the body shop and to illuminate the inconvenience to our customer, we did provide ********* with a complimentary service loaner vehicle to assist so he did not have to go without transportation. When the vehicle was returned to us from the body shop, Mr. ******* did pick up his vehicle and returned the loaner. When ********* called back to express his disappointment about the license plate missing and the warning light on (which was causing his radar cruise control to not work and did not impact the headlights at all), we advised him to return and we would be able to reattach the plate and address the warning light. Realizing the warning light was going to take longer than expected due to the body shop's error, we did advise the customer we would drop off a loaner to him at his house so he was no longer inconvenienced. Importunely at that time, we did not have any loaner vehicles available and contacted ********* and or his father daily with an update. Doug and myself, the service manager, did discuss that Doug was looking for full reimbursement for the bumper repair in it's entirety. When we drove the vehicle back to the customer (over 45 minutes away) he did call back and told us one of the plastic under shields was hanging down. At that point, I had a loaner dropped off at his house and we drove the vehicle back to the dealership to repair the under shield. Once repaired, the bumper on, and the warning light is off, we did have a driver take back his vehicle to his house so he would not have to come back down to the dealership. We are also issuing a full refund for the bumper repair to the customer as well.

  Customer Answer

  Date: 09/12/2022

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because:

  
  Upon returning the vehicle for the final time, I found a piece of trash left in a cup holder by one of Seacoast Mazda's employees, along with a small plastic part missing from inside of the vehicle [ see photos attached ] . I requested to find out who left the trash inside of my vehicle, but did not receive a response, and was told that Seacoast Mazda would be shipping the missing part to me [as seen in the text messages with "Rocky" from seacoast mazda from august 4] but have yet to receive the part as of (9/12/22). Furthermore, as of today, I have yet to receive the refund check that has been promised and attempted to call multiple times the past week with no success of reaching Joe the service manager. 
  Seacoast Mazda has handled this situation with unprofessionalism and carelessness. Seacoast Mazda seems to be downplaying what occured to make it seem as if these are normal events that a customer should expect and are acting as if they did me countless favors throughout this long/terrible process, when in reality they did the bare minimum. I drove to their location multiple times as well so by them emphasizing they drove 45+ mins to my house to make it seem like they went above and beyond is ridiculous. Also, apart of the agreement of resolving this issue I was told my car would be fully detailed, but there was still trash left in the vehicle by one of the employees; along with that, the detail was poorly done and did not look much cleaner than before. 
  I am usually very patient and understanding but the events that took place this summer are unacceptable for any car dealership/service company to let happen. It was nothing but bad news and unresolved issues. Seacoast Mazda lost a customer for life by their actions and I have informed others of this issue so they know what to expect from this business.  Sincerely,
  
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