ComplaintsforKings Mazda

• Initial Complaint

  08/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am very dissatisfied with Kings Mazda. I have had my Jeep at store 3 different times which was not addressed correctly the 1st time I took it 1 week after I purchased it. There is a transmission issue and they drove it 3 miles 1st time I took it in said it was fine. 3 weeks later I take it back after having other mechanics look into it, at that point they then send it next door to King's Jeep.They said they had to update and reset the software on my transmission that it is a 9-speed transmission that is why it shifts the way it does. They told me to bring it back if it was still shifting like that. I took it back because it was still not shifting correctly they were supposed to do an oil change and look farther into the transmission. They kept my car for one week did not do the oil change and said trans was fine. I'm beyond upset with the customer service and this whole experience. They sent my gap insurance refund check to wrong account number. Very dissatisfied how this was handled

  Business response

  08/05/2021

  There was a situation where Miss *****'s GAP check, where it was sent to the wrong account. That issue was rectified the next day I believe.

  As far as the transmission issues:

  ******** : 4/7 Our Service Manager, Scott Wilson drove the vehicle and shifted in and out of park to check operation.  The road test did not produce any issues. At that time we replaced a battery for Miss ***** at no charge.

  ******** : 6/11 Jeep was brought in to us again, and we sent to our Jeep store to make sure there wasn't anything we were missing. They drove the vehicle as well, and updated the PCM Module to reset the "Learning" of the transmission to driver. 

  There wasn't any issues regarding the transmission, and we asked the customer to drive the vehicle to see if it felt different to her.

  ******** : 7/5 Miss ***** brought back to us again complaining of issues with the transmission. We again sent the vehicle to Jeep for inspection. They communicated to us that there were no issues with the transmission.

  Each time Miss ***** has brought the vehicle to our dealership we have made every attempt to dive into the issue and try to find something that could be wrong. The vehicle is under warranty and thus we would have no expense in fixing

  the transmission - if there was something found to be wrong with the transmission. Unfortunately, both dealerships cannot find any issues with the vehicle's transmission.

  Miss ***** has expressed to me the desire to get "something for her trouble" of having to come out to our dealership for the issues she is experiencing. Customer service is very important to both myself and more importantly the dealership,

  however as there were no issues with the vehicle, I find it hard to do this. The dealership didn't do anything wrong. We simply tried to correct a situation she was concerned about and could find no issues. She hasn't been charged, and she has

  been provided a loaner vehicle at no cost while we had her vehicle inspected. I'm more than happy to speak to Miss ***** at any time. We appreciate her as a customer and want her to be happy. I would be happy to trade her out of that vehicle if that is what 

  she would like. I'm open to resolutions that do not involve giving a check to her for troubles that we have not caused and cannot find. In addition, we are more than happy to have a look at the vehicle whenever she would like us to, and do everything we can

  to ascertain if there are issues with the transmission - at no cost to her. My direct line is ###-###-####, and I'm happy to assist any way I can. Rick R****, General Manager

   

  Customer response

  08/05/2021

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  Yes the battery was replaced for free a used battery after they tried to tell me I had to pay $399 for a new battery when I had only owned the car a couple days. I told them that wasn't ok with that I just purchased it, when you purchase a vehicle it would be assumed to have a good battery. So service did replace it with a used battery. And when I have to drive from ********** to Cincinnati over 10 different times because of issues with the vehicle that is a lot of my time and my money on gas and a lot of miles that I put on my car.

  I do not agree with their customer service. The first time that I had the vehicle in for transmission issues not long after I purchased it they should have taken it to the Jeep dealership then to be addressed not wait until I come back multiple times before they take it over there they told me themselves they were a Mazda dealership they did not know how Jeeps Transmissions worked. So that should have been handled correctly the first time. They definitely tried to charge me $399 for a new battery. And the GM stated that he would send me gas cards for my time and hassle. The last thing somebody wants to do and they get off after working outside all day as go sit at a dealership over and over trying to resolve an issue. I just feel like there is something that could have been done to make me feel more comfortable in the vehicle I purchase guess I was wrong. The transmission is Shifting horribly just like it did the first time I took it in there and they told me they reset the software this is the whole reason I reached out to you guys at the BBB. Obviously Rick I believe is just telling me whatever to get me out of there because he sure said he was sending gas cards and I never received them and reading his message it's kind of funny. So thank you for lying to me Rick, right to my face. Very professional along with your employee I spoke to you about. Lessons learned on my end. Sad you would lie to someones face. Asking me what you could do to make things better and then lie.
  
  Regards,
  
  
  ****** *****
  

  
  

• Initial Complaint

  08/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/16/2016 I purchased a $2380.00 extended car warranty for my 2013 ****** ***** from the kings Mazda dealership. The warranty covered 6 years or until my odometer was at 91,xxx miles. At the time of purchase I was told by the salesperson when we were filing out the contract that if we did not use the extended car warranty we could get a full refund for the contract purchase price, multiple times. That is the only reason I purchased the extended warranty because my car was also still under the Mazda warrant for another 30,xxx miles. Now 6 years later I am requesting a refund for the extended warranty. The first time a called was in January of 2021 and I was told by an associate that my warranty hadn’t expired yet and I needed to wait until June 2021 to request a refund. I didn’t have my contract in front of me and I believe the associate on the phone. When June finally came around, I called the dealership back multiple times and have gotten the run around and I need a resolution.

  Business response

  08/05/2021

  I would be more than happy to assist ***** with this. Looks like there are two different vehicles -

  One, purchased in 2015 is attached.

  The other purchased in 2016 has different coverages, and looks to be the one she is referring to.

  I see that ***** called on 8/3/21 and spoke to David H****.

  In listening to that call, which we record for customer service purposes, it seemed as though David was trying

  to be helpful. If there is another instance, I will certainly look into that.

  My direct line is ###-###-####. Rick R****

  Business response

  08/11/2021

  BBB spoke with business on 8-11 and they indicated the following:

  "After speaking with the customer, we were able to verify which vehicle she was speaking of and the correct contract and after looking into it, we refunded all of her money."

  Customer response

  08/11/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I called Rick and we discussed the warranty. He put in a check request for the full amount of my extended warranty, thus correcting the issue I had with kings Mazda. 
  
  Regards,
  
  ***** ******
  

*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. ↩