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:12/30/2024

  Type:Sales and Advertising 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 am writing to report Mazda of New Rochelle in **. On Friday, December 27th, I saw an advertisement for a 2021 CX-5 Signature (Stock #*******) listed at $22,370. I took a photo of the price from both Mazdas and the dealers websites.I called to inquire about the offer, but the dealer refused to honor the price, claiming it was a computer glitch and that the price had changed. This occurred despite my prompt response to the internet listing.I have both email evidence and photos to support my claim.

  Business Response

  Date: 12/30/2024

  Dear *****,

  
  Thank you for bringing your concerns to our attention. At Mazda of New Rochelle, we strive to provide an excellent experience for all our customers,and I regret that your interaction with us over the phone did not meet your expectations.
  The pricing for our vehicles can change periodically due to holiday specials and promotions. However, we want to ensure your satisfaction and are happy to honor the price you saw for the 2021 CX-5 Signature.
  Please feel free to reach out to me directly at ************ so we can assist you further and ensure a smooth and positive experience moving forward.
  We appreciate your feedback and the opportunity to make this right.

  
  Sincerely,
  *******
  General Manager
  Mazda of New Rochelle

  Customer Answer

  Date: 01/01/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ********
  
  
  
   
  
  

• Initial Complaint

  Date:04/23/2024

  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.

  I signed the lease February 19,2024 and received a 2024 Mazda cx-50 . February 23,2024 I treated getting an engine malfunction displayed in dashboard , and what it does after that wherever my gas gauge is it will drop to empty and says low fuel. I reported it to dealer and they said to bring it in .February 25,2024 the display in the dash came of so I did not bring it in due to nothing no longer showing up in dash . Few days later it came in again and I called dealer and said I will bring it in at earliest convenience. March 23 , 2024 When I brought it in the service **** explained if there is no display of engine malfunction they cannot run a diagnostic , March 25,2024 the display came back up in dash , I was able to get it to dealer and they ran diagnostics and told me it will have to stay for 2-3 days due to a electrical relay need to be replaced and I was told by ***** the service tech once they get a loaner I will be notified . One week past and I got no call so I called corporate explained whats going on and when they got back to me , corporate was told by the dealer its no documents of me coming in and getting car diagnostic. And its just been back and forth with corporate since .

  Business Response

  Date: 04/29/2024

  The car is currently undergoing servicing, and the customer is using a loaner vehicle. They're scheduled to retrieve their own vehicle on Thursday. I've been coordinating with ******* throughout this process.

  
  Best regards,

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

  General Manager

• Initial Complaint

  Date:04/19/2024

  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.

  Adapted from my ****** review: I previously bought a CPO vehicle from Mazda of New Rochelle (NR) in November 2023. That process was fine. It was bout what you would expect. However, less than 3 months and 3000 miles later, I began to hear a rotational squeaking noise in the tires. I live 2 hours away in **********, so I took my car to a local dealership in ********. From the report: "front brake shims missing, front rotors extremely choppy from on car brake lathe. Tech measured front rotors and driver front at .954" and passenger front at .936". Factory specification is .937" limit." The brakes were also poorly lubricated, which could have led to much more damage. I still have the report from Liberty Mazda.I called Mazda of NR with the service advisor (*****) at Liberty Mazda. The used car manager said "shims must have fallen out" - a physical impossibility - and said they couldn't do anything. I called Mazda Corporate and they offered me a $100 coupon. I called Mazda of NR's General Manager with *****. Told him the story. Were passed to the Service Manager. ** said they would have liked for me to drive the 2hrs back to NR for them address the issue. 1. Dangerous. 2. Unreasonable. 3. I doubt they'd have been more helpful. ***** sent the detailed inspection and maintenance documentation to the ** for him to look over the next few days. ***** tried to get in touch with NR over the next 2 weeks. Kept dodging the calls. Neither of us ever got a call back. I called Mazda Corporate again. They are giving me a good deal on maintenance for three years. I'm mostly satisfied with this. But I'm out $919.27 for a problem that never should have happened and was not my fault. They wouldn't pay me a couple hundred dollars as a "sorry we screwed up." They wouldn't even admit to being guilty of the issue which was clearly their fault.I do not currently have any of documentation on me, but I could get it when I get home.

  Business Response

  Date: 04/25/2024

  Thank you for bringing this matter to our attention ****************. We would like to look into this for you and see what we can do to assist you. We have not received any documentation from Liberty Mazda, would you be able to provide it to us so we can investigate this matter for you?

  Thank you,

  ******* 

  General Manager

  Customer Answer

  Date: 05/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I would like to have my case reopened. The manager at Mazda of New Rochelle requested documentation for to get from Liberty Mazda. I contacted Liberty Mazda and they sent the requested documentation. My case is unresolved because I have still heard nothing from Mazda of New Rochelle about their review of the documentation which show that shims were missing, rotors were not up to standard, and the brakes were poorly lubricated. This is evidence that the necessary steps were not taken to properly fix up the vehicle and certify it as a CPO. Mazda of New Rochelle has still not admitted guilt let alone offered any kind of compensation.

  
  

  Thank you.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 06/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  After reviewing Mazda of New Rochelle's response with both my local Mazda branch in conjunction with Mazda of North America and Mazda Corporate, I have reached a conclusion. I can believe that new rotors were fitted to the vehicle before being sold and that the work done to replace the rotors was potentially unnecessary. I can also believe that the lubrication may not have been necessary. However, Mazda brake shims must be purchased separately from brake pads, which, according to Mazda of New Rochelle's order history, were not ordered at all. Shims may not "fall out" of the vehicle, as I have been previously told must have happened by Mazda of NR staff, because this is a physical impossibility. From Mazda policy SA-016/24 “missing shims cause excessive clearance causing a noise." Furthermore, the service which Liberty Mazda provided resolved my issue. Thus it has been determined that the brake noise was indeed caused by brake shims missing from the vehicle - an oversight from Mazda of New Rochelle. Everything else mentioned in Mazda of New Rochelle's response is not relevant to the matter at hand. The price Mazda of NR paid to repair and certify the vehicle has no bearing. The repairs could not be made under warranty because brake repairs are not under warranty. The use of aftermarket parts in Liberty Mazda's work was my decision, which I am entitled to as the consumer. The statement that brakes "from time to time exhibit noise during normal operation" insults my intelligence as an experienced driver and is a clear attempt to dodge the issue of missing shims. The rest of the response detailing the technical reasons why brakes may exhibit speaking noises like I experienced come across as an attempt to overwhelm the consumer and invalidate the work successfully completed by the Liberty Mazda team. The claim that shims were not installed in the vehicle by Liberty Mazda is false as they were included in the order for front pads 1424-700308. While I find the lack of accountability on the part of New Rochelle and attempts to insult my intelligence as a consumer disgusting, I find some of their claims to be reasonable and so am willing to compromise and ask for them to 1) take responsibility for their actions, 2) apologize for the insulting response, and 3) pay for the cost of the shims and the labor in servicing my vehicle: $589.00. If Mazda of New Rochelle refuses to accept these terms, I will request to speak with the individual in charge of the entire area under which are both the Mazda of New Rochelle and Liberty Mazda dealerships.
  

   

  
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 06/11/2024

  Thank you for your response. We are sorry if you felt insulted with our findings, that is not the intent. We are merely providing unbiased facts in an attempt to help remedy your concern. SA-016/24 as you mentioned is not a policy from Mazda it is a diagnostic aide. This is the same document we posted in our last reply where it shows the rotors/pads would not need to be replaced for your concern and that some noise while braking can be characteristic of normal operation. We also reviewed with the manufacturer of the aftermarket brake pads 1424-700308 that those pads do not include the brake shims that are being referred to as the concern cause. That brake pad kit includes only the pads and spring hardware. The shims referenced are a separate item as you stated that is offered from Mazda and sits behind the pads themselves. As you stated it is your decision and entitlement to equip your vehicle with aftermarket non-Mazda components in the braking system. That is not however something we can do in the process of certifying a pre-owned vehicle or compensate you for after the fact. That was a decision you made to change the equipment on your vehicle post purchase. Stating that it rectified your concern just further exemplifies that the shim was not the concern as the pad kit you opted to install does not have or utilize the pad shims referenced in Mazda’s service documentation. All of these technical details have been reviewed with Mazda North America for accuracy, we have also asked Mazda North America to contact you directly to help ensure you are receiving correct information regarding your concern. We would like to again apologize for any inaccurate information you have received from other sources. We have attached for your reference pictures of the brake pad kit installed on your vehicle provided from the 3rd party manufacturer and the actual Mazda brake shims in question.
  

• Initial Complaint

  Date:11/16/2023

  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.

  -Date of transaction; 8/17/2023 -The amount of money paid; $5000.00 Down payment, two monthly payments of $607.10 for a total of $ ********. The car value total is; $ ********* -The business committed to provide a bran new car with 30 miles on the odometer, services - The nature of the dispute; Is that first able the car was 102 miles, not 30 on the odometer, plus the car needed to be repair and still need to be repaired, and they answered to me was that they aren't doing no more repairs on the car. The dealership also damage my car with multiple scratches when I took it to be repaired. I told the dealership manager that I didn't want the car any more because its wasn't what I signed for. they answer was that they would repossess the car and I was going to lose my money. I have been several time at the dealership but still the haven't fix my car. I have wasted more than 40 hours of my time trying to solve the situation, but the just don't care. The only thing the dealership fixed was the miles on the contract and adjusted the monthly payment $32.00 off, but the car still needs to be repaired. I need help to end the lease with the dealership. I can't even take the car for services. I just don't trust the dealership.

  Business Response

  Date: 11/20/2023

  ************************* service visit today was a positive experience. We took the time to discuss and address all of his concerns, including the cosmetic appearance of the side molding. During our conversation, we showcased several other brand-new Mazda CX-50s to demonstrate that his molding is consistent with the standard.The 5k service on his vehicle was also successfully performed.
  By openly addressing and resolving ************************** concerns, we aim to cultivate a strong and enduring relationship with him. We look forward to providing continued excellent service and ensuring his satisfaction in the long run. If there are any additional steps or follow-*** needed, we will communicate them clearly to maintain transparency and uphold our commitment to customer satisfaction. Building positive customer relationships is crucial, and we appreciate the opportunity to contribute to that with ***********************

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

  General Manager

  Mazda of New Rochelle

  Customer Answer

  Date: 11/20/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/10/2023

  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.

  Purchased a Mazda CX-5 in April 2023. It has full warranty and all mechanical coverage. Within a day I contacted Mazda at New Rochelle because there was a grinding noise that from my experience with other vehicles could be related to the transmission. I took the car in for service to be told it was "rust" on the wheel which would go away after a few days of driving it. The noise and problem still remained... nothing changed. Approximately a month later took the car in to their shop again. Only to be told there is nothing wrong. The noise got worse in particular when you change gears (i.e from "park" to reverse or from park to drive etc). A grinding noise occurs when you change gears which points to a transmission issue. In addition, the sensor/radar system to determine if you are too close to another vehicle in front of you malfunctions. The radar does not properly sense when another car moves in front of you and at one point the electronic braking system did not kick in when a vehicle was in front but instead maintained the "cruise control" mileage which could have caused an accident. Also the connection to the radio and other dashboard features malfunctions.On August 8, 2023 I took the car to Mazda only to be told there is no problem. Requested to speak with a manager and no one wants to assist.I am requested a new vehicle since Mazda is not holding up their agreement to the warranty and in fact stalling in hopes that they can assume these malfunctions were due to wear and tear. In fact, I raised these concerns within a day to the sales representative *******. You will see in the attachment invoice from April 6, 2023 that the complaint was described as above only to be told there was no problem. This was shortly after purchasing vehicle. Four months later the same problem has worsened.

  Business Response

  Date: 08/14/2023

  Thank you for taking the time to review your concerns with us on the CX-5. As discussed the noise you are encountering is merely the sound from the hydraulic pressure of the brakes engaging to hold the weight of the vehicle as you are transferring it into drive/Reverse. As demonstrated pressing the brake pedal down fully eliminates the noise as it is normal under the partial brake input operation. The transmission has been fully checked and has no reason for concern at this time. Also keep in mind we are not going anywhere as your vehicle's Transmission is backed by the ******* mile CPO warranty until May 19th **** on your vehicle.  With regard to your cruise control concerns the vehicle has been inspected and no failures found at this time although as we discussed we do recommend removing the extra non-Mazda floor mat that is covering a portion of the accelerator pedal as that will send unwanted input into the throttle which could cause undesired operation.
  
  
  --
  ********************; I Service Manager I Mazda of New Rochelle

  Customer Answer

  Date: 08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The grinding noise was addressed.  But the following was not addressed:

  1) sensor in front of my car that detects another vehicle in the front was not addressed which is a severe safety issue. 

  2) the screen on the dashboard that just turns off and disconnects the navigation, iPlay, radio etc. was not addressed

  3) the services was horrible.  It took FOUR visits for the same grinding noise to be reviewed.  For the prior three visits I was told it was due to "rust on the rotors" and that driving the car would clear it out.  Well this was a blatant lie. In fact **** (manager of the mechanics) APOLOGIZED that they even thought to mention the root cause was rust to begin with.

  What this tells me is that Mazda mechanics never did the due diligence during the prior three visits.  It took me filing a report with the BBB to even get someone to inspect the vehicle!

  4) A Pre-Certified vehicle has to go through a "rigorous 160-point" inspections (this comes directly from Mazda's website).  This would have included the hydrolic braking system. Which obviously was not done prior to the sale.  This is unethical on Mazda's part. 

  5) The floor mat covers 2-3 centimeters of the inferior portion of accelerator, the point at which it pivots.  This means it would take a considerable amount of force for the floor mat to push down the accelerator.  It is absurd for Mazda to concoct this as a factor of the problem.  Removing the mat did not resolve the problem.  Mazda trying to make up a reason for the true root of the problem and their lack of due diligence is simply a distraction! 

  Thank you for looking into this matter

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 08/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  Thank you for your detailed response. I would like to preface that my husband and I are medical scientists. That being said, we may look at things from a different perspective than the average consumer, so please bear with us as we provide reason for our response. I will follow the same format as you provided in your recent response.

  
  Concern 1. While driving on cruise-control, the vehicle did not read a vehicle directly in front and began to accelerate.
  This was not the information conveyed to ************************************* (Service Representative) and ********************* (Service Manager). The issue was that,while on the street driving on cruise-control, our vehicle read there was a vehicle in front, and so it appropriately slowed down upon reaching the vehicle due to a red traffic light. Suddenly, our vehicle did not read that vehicle ahead and changed from decelerating to ACCELERATING. This required prompt,forceful, manual breaking to avoid a collision. This failure to recognize a vehicle in front, after previously recognizing it, happened often. I must say that there was one instance when our vehicle acted appropriately by coming to a complete stop when another vehicle, in the adjacent lane had accelerated and made U-turn in front of our vehicle. Thus, the vehicle is not consistent in this safety feature. 
  You also stated that the radar sensitivity was changed from 30M to 50M. We found this very unusual because we ALWAYS keep it at 50M to provide optimal safety. Somehow, this parameter was changed after the vehicle was left with Mazda of New Rochelle. Moreover, **** had told my husband that the vehicles cruise-control system was not designed for street driving, but rather for highway driving. We find that odd because the cruise-control system works at a speed of 25 MPH which is not a highway speed level.  As of note, this issue was not addressed because your diagnostic computer found no discrepancy and you were unable to reproduce the problem.  Again, showing that the mechanic did not even drive the vehicle to check for this problem.
  
  Concern 2. Apple Carplay will stop functioning and display will reboot intermittently 3-5 times a day.
  Your answer to this issue was that it was also non-reproducible, after your technician connected 2 different Iphones and tested the system for inconstancies in operation. You then ascribe the problem to an external cause (i.e. the phone, cable, or connection port thereof). So instead, my husband was told that the vehicle software would be updated and to keep a record if the issue arises again. As of note, although the connector was replaced with a factory Apple USB-cable connector, the problem continues. I guess my next step would be to go to Apple to check my phone operation system,which has never given me any problem whatsoever.
  
  Concern 3. Service was horrible. It took four visits for the grinding noise to be reviewed.
  Although, after months of you telling us, that the grinding noise from the vehicle was due to rust on the rotors, it was finally localized to the brake hydraulic system.  Faulty brake hydraulic systems can cause and accident and death.  There is no other way to sugar coat this.  **** also mentioned the oldbrake fluid that should have been replaced prior to sale. Provided that we have had experience with a failing transmission in our previous car, we thought that there may be a problem with the transmission, more specifically with the torque converter because the grinding noise occurred when placing the vehicle in reverse. This was conveyed to **** and *****. While changing the brake fluid is not observed to be part of the 160-*********************** Inspection Checklist,there are other features on the checklist related to the braking system.According to the checklist, disc brake pads and shoes were replaced.Additionally, in your most recent response, you stated that the Brake pads and Rotors were replaced. If this were the case, the response to the grinding noise should NOT have been that it was a rust issue, unless the rotors were replaced with rusted rotors. From a Service perspective, this should have raised awareness. The checklist also delineates that there were no unusual brake noises (marked as meets standard). We dont believe this was properly addressed, provided that we heard the grinding noise immediately after purchase. Again, demonstrating your mechanic did not do due diligence from the initial visit.
  Your use of the term communicational shortcomings, as a euphemism for lying, is not appropriate. Your continued response to the grinding noise was that it was due to the rust on the rotors and that it would go away over time with continued driving. Then your last response was that these issue was not reproducible, and that my husband had to go to Mazda of New Rochelle, to do a test drive with **** and demonstrate the problem.Although the grinding noise was demonstrated immediately upon placing the vehicle in reverse, as noted by ****, the test drive was NOT performed.This left my husband bewildered, because the grinding noise was reproducible IMMEDIATELY when the gear was changed and the car had not even moved.  This raises doubt if the vehicle was actually inspected. **** acknowledged that the previous responses about rusted rotors was NOT true, for which he apologized. We stand by our statement that the Service was horrible on account of the aforementioned. We have been given the run around on several occasions to ultimately come to a solution that was relatively simple. This was not professional and, in turn, caused us a lot of stress.
  
  Concern 4. The 160-Point Inspection was not performed.
  Thank you for providing a copy of the *** inspection form.We have reviewed it in detail. In some cases, under the Tires, Brakes, &Suspension, some points were marked as both ************** and Adjusted/Repaired.This was confusing. Unfortunately, provided all that we have encountered thus far, we truly question if the checklist was appropriately performed.
  
  Concern 5. The floor mat covering the accelerator pedal.
  The statement implies that the floor mat completely covered the accelerator pedal. This is and simply NOT TRUE. Although not stated in your previous response, **** had told my husband that the mat could be a possible cause to deactivating the radar sensitivity. The truth is that the floor mat does not completely cover the pedal. In fact, the floor mat covers the inferior 2-3cm of the pedal, at which it pivots. It would therefore take a considerable amount of force, from the mat itself, to depress the pedal. After reading your response, I understand now that you did not mean that the mat was the cause of our concerns, but by stating it as Concern 5, the implication was made.
  
  In conclusion, there are several discrepancies we found with your response. It is false to say that, the issues mentioned have been addressed, and no need for repair was found at this time. Although there was some resolution to the grinding noise issue, this took four visits and your mechanic actually failing to do a thorough assessment of the issue.   There was no resolution to the CarPlay nor the radar issue which causes a huge safety issue. 
  
  I understand that to check a vehicle, the Mazda Service mechanics/technicians integrate a computer with that vehicles system to provide a diagnosis. Any actions are then taken thereafter. Id like to make a correlation in medicine. The gold standard in diagnosing a seizure disorder is by way of the *** (electroencephalogram). So if a patient is complaining of seizures, but the *** shows no such activity, its the doctors responsibility and due diligence to further investigate and treat the patient. The point is, you dont rely completely on the results of the ***, and instead you address the patients complaints. That being said, **** had told my husband that their diagnostic computer did not disclose any problem and, as a consequence, nothing was done thereafter. If a deeper inspection was performed earlier on, this whole mess could have been avoided.

  
  

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

  Business Response

  Date: 08/26/2023

  Thank you for taking the time to elaborate on your perspective. We appreciate your unique viewpoint given your background. While we will disagree with your response, we respect it as your perspective of the events. The fact of the matter is the system is not designed or intended to become a replacement for operator control. It is a convenience feature designed to aid the driver within the operational restrictions of its design. We are unable to make any modifications to this systems intended operation. Our ability is limited to performing component replacement based on findings of defect under the terms of the warranty and the Diagnostic process set forth by Mazda and the Engineering team that created the system. Having followed this procedure and not replicating any unintended operation during several test drives we are unable to make or suggest a repair.
  
  We may not be experts in the medical field, we are however experts in Automotive field, specifically Mazda vehicles. Our technicians undergo rigorous training and certification standards to earn the honor of that title. Claiming they have acted in an unscrupulous manor simply because you did not achieve the outcome you desired is simply unfair. Your vehicle is backed by the Mazda Certification process, and the full force of the Warranty that accompanies it for quite some time. We are not going anywhere, and are always available to help you with any concerns you have on the vehicle. We welcome you to return our calls or contact us if you have any needs we can assist with. We are however unable to modify the operational parameters of the vehicles systems or the terms of the Warranty. Your request to be provided with a new vehicle is simply unreasonable.  
  --
  ********************* I Service Manager I Mazda of New Rochelle
  

• Initial Complaint

  Date:01/18/2023

  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.

  On October 13th I purchased the car from Mazda New Rochelle. While test driving the car I realized a couple of things needed to be addressed. The blind spot monitoring system had an error on it, and the controls for the infotainment system needed to be replaced. The following day I went to pick up the car and I was told those things would be fixed and the car would be detailed. The car was not detailed and the infotainment system was not repaired. They claimed the blind spot system was repaired but after having the car for 2 days the alert came on saying it needed to be addressed and my gas tank meter was not working so I returned the car to the dealership on the Saturday. They kept the car for over a month and then called me to pick up the car saying that everything had been fixed, within 5 minutes of driving the blind spot system gave an alert again so I took it back to Mazda It has now been over another month and a half and I have not got my car. Yes I do have a loaner car but it is significantly smaller and does not work for my needs. Also when I first turn in the car I brought to their attention that this car looks like it has been in that fender ****** even though the Carfax says it has not. The service advisor confirmed that yes they can see that it was in the fender ****** but yet Mazda did not disclose the information to me I figured it out on my own. So now I bought a car that has one accident on it, and within the last 3 weeks while it has been a month possession they hit the car in their parking lot and made an insurance claim on my car hurting the value of my car even more. And as many times as this car has been taken in for a blind spot system repair I'm not sure that I trust the work that they are doing on the car and that it will not return in 2 to 3 months instead of 5 minutes. As of today I still do not have the car, I was told it will be ready tomorrow but I've been told that at least five times in the last 2 weeks.

  Business Response

  Date: 01/18/2023

  We were able to speak with ****************** again today and review the concerns he had on the vehicle. Everything was resolved to his satisfaction and he understands his vehicle is ready for pick up. We just need to find a time/date that is convenient for him to pick it up. The situation was unfortunately complicated due to some insurance paperwork that we need to assist him with for his insurance company to properly protect him from liability. ****************** will work on his schedule and we will remain in direct contact until he is able to collect his vehicle at his convenience. We look forward to a long partnership with ****************** to support him throughout his journey enjoying his Pre-owned Mazda. Thank you again for joining the Mazda of New Rochelle Family!

   

   

  Thank you,

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

  Service Manager

  Customer Answer

  Date: 01/19/2023

  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 and the matter has been resolved.
  The team at Mazda was able to get everything sorted out, deliver me my car with my CPO warranty and I am happy with my pre owned car now. Thank You to the team there for working so hard on this.
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/14/2022

  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.

  Purchased an extended warranty for my car (2015 Mazda CX5 Touring 10Yr./100K Mi.). I was told that I would get approx $500.00 back (or somewhere around that). Waited for 6 weeks, (I was initially told 3-4). Finance manager, **** continued to make excuses as to why the check didn't go out to me, until I told him that I would report the matter. He then stated that he would send the check ****** and then when the check was finally sent, I only received $190.00. I believe that I was shorted money, since this person continued to lie for 6 weeks. I contacted the extended warranty company, and they stated that the info was sent to them on 8.3.22 and they processed it immediately, whereas, ****, the finance manager continued to make excuses as to why the check wasn't sent to me. I need assistance on ascertaining the money that is actually owed to me. Thank you!

  Business Response

  Date: 09/27/2022

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

  
  We are the attorneys for Mazda of New Rochelle and the above-referenced complaint has been
  sent to us for investigation and review. The consumer complains that in 2014, eight years in
  the past, she purchased a new vehicle and an extended warranty. Last month she requested the
  warranty be cancelled and pursuant to the contract terms she be provided a pro rata refund.
  

  The Dealership sold the warranty but its administration is by an independent company; as are the
  contract and refund terms and obligations. The Dealership obtained the necessary
  documentation which was in storage and archived, contacted the independent warranty company
  and assisted in obtaining a pro rata refund.
  

  The consumer complains but provides absolutely no proof or facts that the amount of the refund
  was less than she thought she should receive. The refund is pro rata based on the number of
  miles, and months. The warranty company calculated the refund at $190 which reflected the
  warranty companys service fee of $50. These contract terms are between the consumer and the
  warranty, not the Dealership.
  

  The Dealership after receipt of the $190 refund used the 2014 address so there was a short delay
  in the consumer receiving the refund, but the consumer acknowledges she has received the
  refund which was processed and calculated on a pro rata basis by the warranty company, not the
  Dealership.
  

   

  Very truly yours,
  *************************************
  By:------------------------------
  **********************

  Customer Answer

  Date: 09/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Response to letter BBB 9.27.22
  
  When I contacted Mazda of New Rochelle, on 8/3/22 and spoke with ****, he verbally stated that I would get a refund of approximately $500.00 (I did not get anything in writing from him only verbal answers). I was also told that a form would be filled out and would be sent to the company *************************. (PO ****************************** Phone Number ************).  **** stated that it would take a few weeks (3-4)for me to receive a check to wait.  As I had explained in my letter to the BBB, six (6) weeks later I did not receive a check, I again contacted ************* told me several excuses until I told him that I would contact a higher authority.

  
  At no time was I told that I had to call the extended warranty company myself, or that I should no longer contact Mazda about canceling my extended warranty that I PURCHASED FROM THEM, which was encouraged by them, and they were eager to take my money for. 
  Also, on 9/14/22, at 1:53pm, just out of curiosity and wondering why my check was taking so long, I contacted ********************* (their information is listed above) to find out what was the hold up in issuing my refund, and I was told the following, by: ******* she stated that they received the cancellation request on 8/3/22, and that they forwarded a check to Mazda of New Rochelle on 8/3/22 for the amount of $2,000.00.  She also stated that my refund would be prorated by time, (she probably meant date).  So I do not understand how Warrantech could issue a check to Mazda of New Rochelle for $2000.00 and I only get $190.00, of the amount. 

  
  I also want you to understand that this is an extended warranty,which before I purchased it, the regular warranty was: 3/5 years and 36K/60K.
  The Exact warranty and mileage for regular Mazda cars are within these brackets: (3-year/36,000-mile - New *************** Warranty / 5-year/60,000-mile -Limited Powertrain Warranty / 3-year/36,000-mile - 24/7 Roadside Assistance Program). 

  **** is counting on me not knowing about the car and documentation because he asked me if I had my original documentation and I told him no but I actually do have some.  The point is the regular warranty is as stated above, but I purchased 10 years 100,000K, which when I traded in the car, the mileage was only 52,098K and 7 years of having a 2015 Mazda, that I purchased on 2014.  My contract expiration date is 8/22/2023,which makes a difference in my REFUND. 

  
  Also when I received the check, it has various deductions that do not make any sense, nor was there any full explanation (see attached) which also raises red flags.  All of these things call into question the inaccuracies that need to be clarified. 

  
  Lastly, if Mazda of New Rochelle wasnt hiding something (because extended warranties are refunded frequently when they are not used, this is not unheard of) why is there a lawyer involved?  It doesnt make sense because this is supposed to be just a refund of an unused portion of an extended warranty. 

  
  Lastly, when I contacted the warranty company, I was also told that I had to go through the car dealership itself for my refund, **** answered a few of my questions, but the answers were limited because she said that I must go through Mazda.  Mazda is hiding something and they are not being forthright in their response to this issue.  I would like to know how they arrived at the math,and why did the extended warranty company forward the $2000.00 check to Mazda if Im supposed to be dealing with the extended company directly?  **** himself told me that they dont deal with that company any longer; they switched, and no longer have them as a carrier; also **** wasnt even working there when I purchased the vehicle.  Something isnt right with this response from Mazda.  They should produce how they arrived at the amount, when all of the information I presented is not congruent with what they are stating.   
  ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 09/28/2022

  Despite the Dealership best efforts, we do not control the third-party warranty companys calculation of unused warranty coverage.     As such she is best advised to contact the independent warranty company if she believes it did not honor its terms.

  
  As always, thank you for allowing ** to be of service.
  
  
  ********************** ******* ************************************* ***** *** *** ***************** ************ **  ***** ************ ******************************

  Customer Answer

  Date: 09/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Hello,
  
  
  I am in receipt of your 2nd response regarding Mazda of New Rochelle, and my response is, how can I collect money from a company (the extended warranty company) that had already given the money to Mazda of New Rochelle?  This is why I came to the BBB in order to get assistance to collect what is owed to me.  As I stated, I did contact the extended warranty company and they stated they sent the check to Mazda after Mazda filled out the document on my behalf.  I could not get any refunds directly from them, only through Mazda.  This leaves me back a square one.  I don't know which way to go because I still don't have the money that is owed to me.
  
  
  If the BBB has any suggestions as to what I should do, I am open to doing that, but I need clarification on what the BBB's position is in assisting with the information and proof provided from me.  This is not right, I am being taken advantage of when I paid my money in full and did not receive my money back which I am supposed to receive.
  
  
  Please advise, Thank you.
  
  
  ***

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:05/25/2022

  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.

  During Covid, my son's vehicle's lease was up so we decided to extend the lease for 6 more months. The warranty was up when the lease was up, but when we extended the lease, there was no mention of the warranty. I went to Mazda in New Rochelle, which is where my last two leases were from, and they refused to fix a situation with the screen on the infotainment system because we had no warranty. The issue is that the inside of the screen has spider cracks that are not felt to the touch but instead are on the inside of the car. Reading about it seems to happen a lot with Mazda's due to temperature changes.This is frustrating because there is an extended warranty for this same issue for the 2016-17 year models, my sons is a 2018 model. All over the internet, you will find stories on this same topic. The issue is related to a malfunction in the car not due to anything the owner or driver is doing or did. We did end up purchasing the vehicle because it is a good car, but the problem with the screen is just getting worse and now we regret buying the vehicle. We depend on the screen to be clear and functioning in a time when hands-free is so important.Here are some links on the issue****************************************************************************************************************** ******************************************************************************

  Customer Answer

  Date: 05/25/2022

  I would like Mazda to take responsibility for product malfunction and errors made because something was not originally done correctly or tested better.  How many years does this have to happen before they change it. It was acknowledged for Mazda models 2016-2017 where they extended the warranty for 7 years due to the spider cracks on the infotainment system.  My model car is a 2018 with the same issues the other year models have.  Mazda dealers are fixing the issue on a case by case basis and I am not satisfied that I was turned down.  Now the spider cracks have grown.  I would like them to honor the issue and fix it. 

  Business Response

  Date: 05/26/2022

  The Service Manager ********************* spoke to the customer we do not have any records at ********************** for this complaint.  She stated she wanted to file a complaint with Mazda North America and didn't realize it was a complaint against Mazda of New Rochelle.   We will assist customer on how to contact ****************** North America and try to assist her.  I also followed up with customer later in the day to introduce myself if she needs any further assistance.

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

  General Manager

   

   

  Customer Answer

  Date: 05/27/2022

  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 and the matter has been resolved.  Can I change the complaint to Mazda North America?
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:05/19/2022

  Type:Product 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 was in the market for a new car and had requested an internet quote from this dealership. I then went into the dealership to meet with a salesperson, ******. Since the car market was insane, I made a deposit, which I was assured was refundable IF I did not take possession of the car. I did not purchase the vehicle and reached out to ****** a few days later, who told me the refund would be processed. After several weeks, I followed up again via email, which bounced back as undeliverable. I emailed the general manager for the dealership and did not receive a response.It is now May, and I've followed up several times, and I am still waiting on my deposit to be refunded. I just want my money back. This is ridiculous. I've never had this much difficulty working with a dealership, and I've purchased several cars.

  Business Response

  Date: 05/19/2022

  I spoke with the customer she was emailing an employee that is no longer here not the General Manager.  That is why the email bounced.  I was able to locate the deposit and have a check cut and overnighted to her and provided her with a ***** tracking number.

  I also spoke to her on the telephone. 

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

  General Manager

  Customer Answer

  Date: 05/24/2022

  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 and the matter has been resolved.

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