Complaints

This profile includes complaints for Open Road Mazda of Morristown's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Open Road Mazda of Morristown

  108 Ridgedale Ave Morristown, NJ 07960-4286

• 

  Open Road Mazda of Morristown

  400 Us Highway 22 Bridgewater, NJ 08807-2463

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:07/10/2024

  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.

  May 21st 2024 I picked up a car from this dealership and on the 26th of May the car was out. Didnt know what the problem was but I contacted the dealership and they said that the car was throughly inspected before sale. I spend $350 of my own money to have it towed to the nearest infinity dealership where it sat for weeks because the dealership that I purchased the vehicle from stated they didnt not want to pay for the cost of fixing. Eventually they had it towed back to there establishment where its been sitting as well. I have called, emailed, and even had the corporate office of Mazda to seek any information or updates but my calls do not get returned, my text are ignored. When I call and tell them who I am they put me on a hold then the call will be disconnected. *** asked to be put into loaner or sometype of rental they wont compensate me. I have lost my job because of this situation Ive put my last saved up bit of money into this car and insurance and have no way to commute back and forth to work resulting in termination.

  Business Response

  Date: 07/10/2024

  The vehicle was purchased "as is". The dealership paid for the diagnostic at the Connecticut dealership as well as paid $600 to tow the back to the dealership. We are assisting in pricing out a used engine to put in the car. We have communicated with the customer as well as ****************** of ************* in reference to this. Mazda ************* closed the case.

  We are assisting but will not refund the money as the terms were set upon purchase.

  Sincerely,

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

  Customer Answer

  Date: 07/10/2024

  
  Complaint: 21967670
  
  I am rejecting this response because:

  Just because I accept and signed the as is clause doesnt mean they can give me a lemon. I signed that putting my money and trust in them thinking that I wouldve have a car that would run for a few years not a few days. Thats not business and thats not acceptable. That give me reason to believe that I wasnt given the truth about the cars status before accepting the car. This dealership made enough capital in the 2 months that my car has been out of commission to pay for the expense to get fixed. I have completely lost my job because I have been pushed to the back and swept aside like im not a customer who didnt walk in and spend $4000 of my hard earned money. They need to do better and do it faster. 
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 07/22/2024

  ***********************, vice president, has been directly in touch with the customer and has been working on a resolution. We are waiting on a general release to finalize this.

  Kindly,

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

• Initial Complaint

  Date:06/19/2023

  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.

  I purchased the vehicle in Oct of 2022. We have been having issues with the apple car play and never got the ******* to work from the beginning! My wife has addressed it with them several times. All we get is different resolutions and excuses. One today was to charge us ****** for a diagnosis?!!!! For a part that should be under warranty! When you look on line you can see that the apple car play is a consistent issue. If you look back at the settlement they just had it appears they havent learned their ****** and are still using deceptive practices or not honoring the warranty. Which one person told us when we called the 800 number its still under warranty. However, today we have to pay. A source advised me all they are gonna do is reset the system and charge you a big amount of money for nothing! This is terrible. One reason why I hate buying brand new cars! Do not buy from this company!

  Business Response

  Date: 06/26/2023

  After numerous attempts calling, texting and emailing, we are yet to contact customer.
  We would love to speak to him.
  Also when customer came for **** mile service, nothing ever mentioned about car-play or ******** there were no notes on the R.O.

  We would like to try and help but cannot reach the customer.

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

  Customer Answer

  Date: 06/26/2023

  
  Complaint: 20206271
  
  I am rejecting this response because: their contact advised she attempted to contact me several times through text and phone. Unfortunately with the business I am in, I do not answer calls from numbers I do not recognize. However; had she texted me instead of my wifes phone or left a vm message. (Being that I am the owner of the car)! I might have called her directly back. Also, I find it offensive that she says nothing was said regarding the complaint at the servicing. It was stated over the phone before the service and even after the service when my wife called in a spoke to someone she thinks was named ****. It is not our job to correct their employees not documenting complaints. 
  On another not I spoke to the sales manager and will be dropping my car off to the dealership on Friday. Hopefully we can come to a amicable compromise. Until then this response will stay rejected. 
  

  
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 06/27/2023

  We would contact the customer by the number we have on file. I was informed that the customer was reached and coming in on Friday. It is always our intention to assist in remedying all issues.

  Sincerely,

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

• Initial Complaint

  Date:08/15/2022

  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.

  Nov. 12, 2021, **** Mazda Millenia, ****** original miles brought into Open Road Mazda of Morristown service department for check engine light. Nov. 19, 2021 picked car up invoice # MACS105307, paid $1,535.77. After driving car 50 miles check engine light comes back on. Informed service department ***************** service advisor of car dealership. We discussed with **** that we are are winter seasonal residence in ******* and at that time we were heading back to *******. Service advisor authorized the car to be brought back in for repair once we are back in **. June 5, 2022 Mazda Millenia brought back into the shop for repair.. ************* request assistance with the Mazda hot line #******** on June 22, 2022 The car has failed motor vehicle inspection twice, once for me back in May 2022, and Mazda dealership in June, 2022. August 3, 2022 spoke to *****************, service advisor, requesting status information on repair of the car. He was going to have the Service Manager, ********************* contact me. I have heard nothing, and assume that is because they have not resolved the issue.I understand the age of the car is a factor, however, the car is at a Mazda repair shop. I want the car repaired and so that it may once again be used a functioning automobile. We are paying insurance for a vehicle that can not be driven due to check engine light . Please help us to get this motor vehicle repaired and back on the road.

  Business Response

  Date: 08/30/2022

  *********************, Service Manager at Mazda Morristown, is handling this concern. ****** stated, in speaking with ******************* she understands that we are working with Mazda's technical assistance department to try and rectify her issue. She also understands that there are some parts no longer available for this car and it is coming down to the point where the car may be unrepairable as some of the sensors are no longer available.
  
  
  

  
  

• Initial Complaint

  Date:07/16/2022

  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 bought a Lexus NX 2016, and the dealer gave me a contract. They told me that for the bank to approve it, the Vehicle had to have all the guarantees; the value of the vehicle was 29K, and with the guarantees, it went up to 39k. I made a Down payment of 9.5k And signed a contract for ****k financed at ****%. Then the bank approved a deal of ****%, and the dealer altered the contract to ****k instead of adjusting the total price to ****%; they did so by adding 2k above what was agreed. After this, I complained to them and got them to lower $2,091 for the completion of the contract and to return 4k to my account, but I need them to clarify the value of the vehicle and how much they have charged me for each thing. They told me that they could not give me the information that I asked for, but I have the right to get that information. I need help with this.

  Business Response

  Date: 07/18/2022

  We have an appointment set up with the customer to explain everything. It is our intention to resolve this without any question.

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