Complaints

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  01/09/2024 When I leased my 2024 Mazda CX90 PHEV. I traded in my 2018 **** Expedition **** Approximately 2 months after leasing I noticed a loud crunching noise every time I took a semi tight turn and when I would go up curbs or hit bumps. Around that same time I noticed the breaks started screeching as well, the chrome on my emergency break button was coming off (noticed after the first time I took it in), the hand free voice command feature was saying "error" when I tried using it and the seat sensors in the back were are faulty. I took the car in to address these issues to which they did not write down or check the hands free feature, seat sensors or breaks. They addressed the crunching sound and stated they could not fix that issue because Mazda in ***** was working on a specific grease and it has not been made nor do they have an ETA. They also addressed a recall for the steering that I had no idea about. I created a case number with Mazda for these issues but nothing seems to be getting done. I then reached out to the sales manager ****** to let him know of what is going on and that I was not happy. My job as a realtor requires me to be in the car and take clients around and the sounds and inconviences are hindering my business. His solution was to trade me into something older, used, not a hybrid and claimed I needed to wait for the right vehicle to come onto the lot because I now have negative equity to roll over. I feel this is not my problem, had I been given a good product from them, I wouldn't be in this position in the first place. I have taken it in 3 times since then, I have called and text multiple times to get a solution or timeline and they are not responding. They have fixed the chrome on my break button and that is it so far. They claimed the seat sensor, crunching sound and hands free voice cannot be fixed. I have been given a bad product and they are trying to get me in a bad deal. I have been uploading the docs to a lemon law attorney.

  Business response

  05/10/2024

  ***** came to the dealership, first week of april, after almost 2 months of purchase for service department and to pick up touch up pen she requested from us. When I spoke with her, I asked how's she liking the CX-90 PHEV, she said everything was great and very happy. At the time she did not say anything about the issues she mentioned a few days after that. We started discussing other vehicles which she can trade for and preferred way would be nothing out of pocket. I gave her few options, she rolled 15k negative equity into the CX90 lease she has and which she was aware of. Her request to erase all negative equity is very unreasonable.  I have been very accomodating, provided service loaner each time she visited and explained everything in detail 

• Initial Complaint

  04/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Traded in a car and was told that they will take care of the existing loan. More than 30 days and 2 missed payments later, I find a delinquent account on my credit report. They said they mailed a payment that was lost by *** that NO ONE BOTHERED to check- probably because it is not their credit score on the line.No one returned our calls the day that I found out about this, and the only way to have concerns addressed is to physically be at the dealership. Only received a phone call after emailing manager a day after.I now have to deal with getting this delinquent account removed from my credit report. This is beyond frustrating and unacceptable especially for someone who has been financially responsible.

  Business response

  04/19/2023

   I have researched the issue and found that we did indeed issue the payoff check and sent it via *** to Ally on March 13th. (See attachment)  We are still hoping to hear from them about exactly what happened to this package.  As soon as we were made aware that the package was never delivered, we stopped payment on the original check and issued a new one.
  
  As far as accountability, I am truly sorry for this situation, but *** does deserve most of the blame.  On our part, we contacted **** in an attempt to explain the situation and get them to correct the delinquent payment on the account.  We were told that they wouldn't do so due to there being delinquent payments on this account in the past.
  
  While I am certainly very sorry that this happened, correcting the delinquency is beyond our control other than making the call to Ally, which we did. I feel that if ************* was to call as the account holder and explain the situation, ********* would be more likely to remove the delinquency.

  Sincerely,

  *******************, General Manager

  
  

  Customer response

  04/20/2023

   
  Complaint: 19932741
  
  I am rejecting this response because: 

  I understand that the check was sent, but NO ONE checked if the payment was received by the other financial institution. There is no accountability, but only blaming **** Here I am with a delinquent report in my credit history, through no fault of my own but because of the negligence of others. I have never had a delinquent payment EVER, only after I have done business with this dealership. I have plenty of family and friends that trade-in vehicles but I have never heard of them experience something like this.

  As of 4/20/23 I still have an outstanding balance at the other financial institution, when I was told that the payment that was re-sent would've been received by 4/14/23. Are they going to blame *** again?

  The delinquent account is already in my credit report. The bank involved told me that all the dealership ever said was "waive the late payment". Is this the only way they help someone resolve the problem they have caused?

  My complaint will stand as long as my credit report reflects their negligence. I would never have had this delinquent account in my credit report if not for this dealership.

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

  Business response

  05/19/2023

  I just spoke with ********* and explained the entire situation, provided tracking #'s on the original check as well as the second check, and explained that the payoff check arriving late to ********* was no fault of the customer's.  After hearing what I had to say, **** has agreed to remove the delinquency from ***************** credit report and waive any charges.

   

  Customer response

  05/21/2023

   
  Complaint: 19932741
  
  I am rejecting this response because:

  This is my credit report as of May 7, 2023. It is clear that the 30-day delinquency in March is still on there.
  
  Sincerely,
  
  *****************

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went onto the local website for Jerry Seiner Mazda 2/14/23 to fill out a lease deal contract. I was quoted roughly $19780 total which included fees, taxes for the entire 36 months. Fast Forward to this morning my sales rep **** and her manager were trying to charge me $19k for 24 months lease and $21k for a 36 months lease.I immediately declined and pushed back stated this is directly from their website and they need to honor the website pricing. They continued to push the 24 months lease. I specifically told them I wanted to execute a one-payment lease where I would move forward with the website's 36 month lease and pay it all upfront. I continued to get the run around and shady practices where **** stated Mazda Financial will not allow for a one-payment which is absurd. Especially in today's economic climate any financial institution would be thrilled to recoup all their money(including interest) upfront and not have to worry about a default... I told them I would contact Mazda Financial directly which I did and submitted a formal complaint/case awaiting a case manager to be assigned. In addition I would proceed to the BBB.

  Business response

  02/23/2023

  The lease payment quote that ************* used on our website is unfortunately not programmed to calculate a One-Pay lease.  Those lease structures have different money factors and cannot be converted the way ************* was trying to do it.  We apologize for the misunderstanding.  We would certainly love to still earn his business if possible.  I have always believed in being completely transparent with customers.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 2020 Mazda from a ****** dealership in ********* ****** approximately 11 months ago. The ignition displayed a notice that the ************** were low. This car is still under warranty, I took it to the above named dealership and was told that ****** sold me a car with a defective key. Even though the car is under warranty, Mazda sent me 27 miles back to the ****** dealership who stated it was not their responsibility. I am a 76 year old female, walking with a cane due to knee injections. I drive less than **** miles per year and Im the only driver. My husband is bedridden and has Alzheimers disease requiring 24/7 care. Im running from dealership to dealership for a replacement key for a car I purchased in good faith. Mazda stated that I could purchase a replacement key from **** and they would charge me $169 to program it. Additionally, ****** stated had I purchased an extended warranty the key would be covered. This is senior abuse, rudeness and simply unscrupulous.

*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. ↩