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Complaint Details
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Initial Complaint
05/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a 2014 ***** Cruze in Cash in October, 10 2023, two weeks after the purchase of the new car, it started to stall and make a funny noise and I reached out to the dealership, and they asked me to bring it in and that it would be covered under the warranty I purchased for an additional charge. I asked why I would have to pay if I had just bought the car and already it was giving me problems. They informed me that if I did not feel comfortable paying the $250 that they would have to send me over to ******** to have it service since they partnered with them and they specialized in Chevrolet. However, I would still be responsible for the deductible. I went to Lander's as directed by Mazda after they called and spoke with them. ******* inspected my car and informed me that it was a short in one fuse and they replaced it, I paid roughly $300, and then about three days later the car started doing the same thing again. I contacted Mazda again and was informed to take it back to ********. I called ******** and they told me to return the car to them to reinspect it. They found several issues with the car and informed me it needed to be fixed because it was not safe to drive. They kept my car till March 25, 2024. and then a week later my engine light came back on and started to make the same noise as before. I went to auto zone to have the code read and was informed it needed a canister purge valve. I had to take it to another mechanic because it would not make it back to ********. I paid another $250 on April 6, 2024. Now the car is stalling, and I am scared it is going to cause me to get into an accident. I reached out to Mazda and they informed me it's not their problem that what happens when you buy used cars. They told me to take it up with ******* and I informed them I was going to contact the BBB. They told me to have a nice day and ended the conversation. I need help with finding a resolution to this problem. I would like them to find the problem so I can have a reliable car without having to spend more money out of pocket. I purchased the car in cash, I paid $9,4943.00
Business response
05/10/2024
Good afternoon,
Based on the research I have done, it looks like the other dealer may have misdiagnosed your vehicle initially. Its also concerning that they did not tell you that the vehicle was "unsafe" the first time you had it there. I would assume they are not sure what is wrong with it and were hoping you would trade it in to them. All of our vehicles go through an extensive multi-point vehicle inspection to ensure safety. I also see that you signed up for a *************** Contract and agreed to pay for that monthly but have since let it lapse, leading to your vehicle no longer being protected. We are so sorry for your unfortunate situation and truly wish you the best.
Customer response
05/13/2024
Complaint: ********
I am rejecting this response because: Nelson Mazda was aware of the problem I was having with the car, two days after I purchase the car. The car is still stalling and smoking; it is unsafe to drive. I do have an extended warranty on the vehicle with a different company. I spend my hard earn money on a lemon. All I am asking is that the dealership be held accountable for it and make the necessary repairs to make it drivable. I had not even own the car even car for week before it started having problems. Does this not fall under the lemon law? It is not safe to drive and if I and my son get in a car accident, whos responsible? I am asking for the dealership to make the necessary repairs to make the car drive able and safe. I dont not believe it was inspected correctly otherwise it would have not had issues 2 days after I purchase the car. I thought since I went to an upscale dealership, I would have better luck with a used car however they sold me a lemon. Now I am out my money and car. Please help me get my car repaired and safe to drive for my son and me. Thank you.
Sincerely,
***************************Business response
05/16/2024
How many miles are currently on this vehicle? It was sold with ******* miles.
thank you,
Initial Complaint
08/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I PURCHASED A *** ON JUNE 12TH 2021, IT HAD A MISSING FRONT RIGHT MIRROR COVER THAT WAS TOLD TO ME AND IN THE CONTRACT NELSON MAZDA WOULD SEND ME A NEW ONE. I TOLD THEM TO ONLY MAIL IT AND MY ***** TO MY ** BOX AND NOT PHYSICAL ADDRESS BEFORE I BOUGHT THE *** AND IT WAS VERIFIED SEVERAL TIMES SINCE. THEY SUP**SEDLY SENT IT NEARLY 2 MONTHS LATER TO THE PHYSICIAL ADDRESS WHICH I DO NOT GET MAIL THERE OF ANY KIND. I DONT ALWAYS LIVE THERE AND I HAVE NO IDEA WHO IS THERE WHEN I AM NOT. THEY MAILED THE ***** TO THE ** BOX BUT NO MIRROR OR REFUND. I HAD PURCHASED AN EXTENDED WARRANTY BUT THEN CANCELLED IT LITERALLY 2 DAYS LATER AND IN THE CONTRACT IT STATES I AM EN***** TO A FULL REFUND OF THE DE**SIT OF $295. NOW 2 MONTHS LATER I DO NOT HAVE THAT EITHER. I PURCHASED THE *** CASH, I CALLED EASY ***E AND SUPREME THEY BOTH TOLD ME THE DEALER SHOULD HAVE REFUNDED THAT MONEY TO ME IN LESS THAN A WEEK! IM GETTING THE RUN AROUND AND WAS TOLD TO NOT CONTACT THEM AGAIN! ITS ALWAYS AN EXCUSE!Business response
08/31/2021
********************* flew from ******* to purchase a new car with hail damage as-is. We intended to fix the broken mirror cap on the front right, but the part was on back-order so we were going to mail it. Two days after purchasing her vehicle, on 6/14, she reached out to cancel her extended warranty. We canceled the contract same-day. There is a turn-around time of up to approximately six weeks which we did disclose to the customer. Her title was ready before we received the mirror cap and her warranty refund check, so we sent it to her P.O. box. Once we received the final items, we accidentally sent it to her residential address. She reached out to us on 7/26 to let us know that she still had not received the package despite tracking info stating that it had been delivered. We filed a complaint with *** about this that has yet to be addressed. We sent yet another mirror cap and check via *** on 7/28. They delivered it to the post office who turned it away. We reached out and were told that they were going to deliver it to some random address that we had never heard of. We requested for the package to be sent back to us instead, and expected it to be delivered to the dealership on 8/15. The package never arrived. Tracking info revealed that it was delivered to the unknown address on 8/15. On 8/18 we sent another package via ***** We never heard from ********************* afterward, but assume she received the package because the check was cashed on 8/25. After sending her the **** tracking information, we asked the customer not to contact us as she had verbally abused multiple employees over the phone. She claims lack of communication, but we were extremely communicative with the customer and tried to make the situation right. She spoke to the sales, service, business processing, and accounting departments and everyone is very familiar with her and her situation. We are only able to attach four files, but will happily provide more documentation in the form of texts and emails.
Customer response
08/31/2021
Complaint:15775616
I am rejecting this response because: I have not verbally abused anybody everything has been an email form which I have attached. I called twice and was told I would be called back and never was so now theyre lying. Which is also deformation and deception. I sent proof they have deliberately delayed this. And for me to ask for it to be sent irregardless of somebody having Covid or not is not abuse. I got the package the other day after months. Since they want to lie about me I will be filing a lawsuit based off of this for deformation deception and lying about me.
Sincerely,
*********************************Business response
09/08/2021
We have responded to this complaint via email due to the inability to attach more than four files. We have provided a screenshot of the email sent to ***************************.
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