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:04/15/2025

  Type:Sales and Advertising 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.

  Dear Better Business Bureau,I am writing to file a formal complaint regarding my recent experience at Gladstone Mazda. On April 11, 2025, at 12 PM, I visited this dealership with the intention of either refinancing my current leased vehicle, originally purchased from Gladstone Mazda, or exploring the purchase of a new 2025 CX-5. Unfortunately, the treatment I received was unprofessional and left me feeling both undervalued as a customer and disrespected.After a credit inquiry was conducted, I requested to see additional vehicle options. To my dismay, the sales representative responded dismissively, saying, We showed you enough cars. How many cars should we show you? The tone and attitude of the salesperson made me feel rushed and unwelcome. This unprofessional behavior created an uncomfortable environment, making it impossible to engage in meaningful discussions about my options.I am particularly frustrated because the credit inquiry, which can impact my credit score, was already completed. I have visited approximately 20 dealerships in the past month while exploring my options and even purchased a car elsewhere. None of these experiences left me feeling as poorly treated as I did at Gladstone Mazda. As a returning customer, I expected a much higher level of professionalism and customer service. Sadly, this experience eroded my trust in Gladstone Mazda, and I ultimately chose to take my business elsewhere.I believe this situation warrants investigation, as their behavior reflects poorly on their dealership and raises concerns about their business practices. I respectfully request assistance in addressing this matter and ensuring accountability for my credit inquiry.Thank you for your time and attention to this matter. Please feel free to contact me for further details.

  Business Response

  Date: 04/16/2025

  I wanted to offer a formal apology to Mr. ******** on his treatment at Mazda of Gladstone. I have taken corrective action with the sales associate, and we are working on formal training, and I will be working with the sales associate to prevent this from happening ever again. I take personal pride in making sure that every customer is treated with respect and patience, and we failed at this task. I would be willing to take a call one on one with the customer to address those concerns further. 
  
  When it comes to Mr. ******** and his credit, yes, we did collect a credit application. Since the customer was on several different vehicles, we did not do a formal inquiry on 04/11/2025. I have attached a screen shot of our credit reporting provider showing that we have a signed credit application, but there is no icon that we ever actually pulled his credit.

  If Mr. ******** would like to chat with me, my direct line is listed below.

  Kindly,

   ***** ********

   General Sales Manager

  ************ -direct line

• Initial Complaint

  Date:04/11/2025

  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 2019 Mazda CX5 in October 2018 for ******. After having the car for one year, the Audio System started having issues. The radio would change channels on its own, or switch over to settings and adjust the preset that was already set up. Im unable to use the hands-free phone option, the system would just start dialing from my contacts. Ive taken it back with my concerns and they tell me there isnt anything wrong that they can see. I brought up the Internet search stating that Mazda is aware of the issue and they have a fix coming out that was in 2022. The car does not have an option to turn off the Audio System the only option I have is to mute the volume, but every time the system changes a station or goes to settings, it makes a beeping noise that is not able to mute. I take my car into Mazda for regular oil changes and ask if they have any updates on the new software that was supposed to be out to fix the problem. Unable to sell my car because of this issue. Yes I am reporting this more than a year. I was being very patient with Mazda unable to wait anymore system seems like its getting worse. Ive done the resets that theyve told me to do and it does not work.

  Business Response

  Date: 04/16/2025

  I followed up with our service department regarding this issue and confirmed with ***** ********, our Service Manager, that we have not seen this vehicle in our shop since May 12, 2023.
  The last documented concern related to the head unit was on March 7, 2023, when the vehicle was brought in for both the head unit issue and a transmission concern. At that time, we performed a computer update and advised the customer to use a factory cable for optimal performance. I have attached the customer copy of the service inspection. 
  
  Since the vehicle hasnt returned to our service center in nearly two years, we pulled a CarFax report to check for service history elsewhere. According to the report, the vehicle has been serviced at a non-Mazda facility, including Tonkin of ********. Most notably, on April 16, 2024, the vehicle was involved in a moderate front-end collision resulting in both front-end and undercarriage damage.
  
  Given these factors, I recommend the customer bring the vehicle back to Tonkin of Portland's service department for a full inspection since they were the last Mazda Service shop to inspect the vehicle . From there, they can reach out to Mazda of America to explore any potential resolutions regarding the head unit. Please note that any goodwill or warranty consideration would be at Mazda of Americas discretion, especially due to the extent of the damage from the collision. They will likely require documentation verifying the repairs.

• Initial Complaint

  Date:02/11/2025

  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 bought a BRAND NEW car at the end of November, within days a texted the sales person that the car drives like c*** His reasoning was its a hybrid so thats normal, whatever not a huge deal I guess, then my car broke down multiple times within 2 months of owning the car. It has left me in dangerous situations multiple times with my children when the whole reason I spend the money on a brand new car is to have something safe and reliable for us, this car has been the complete opposite. The car has portrayed multiple different issues, I have recording proof of multiple incidents. It has been in the shop twice and Ive made it clear I just dont want the car at all anymore, I dont wanna waste any more money or take any more chances I need something reliable. I was told by the manager today my only option for that would be to buy another car from them and they would try to give me a good amount for my car. Meaning more money down the drain for a brand new car I havent barely got to even use. Hes comforted me into thinking I would be able to get rid of this car after expressing my concerns then he hit me with that today and then he even took back that offer and just tried to assure me the car will run fine after I get it back from the shop this time. My cars been in the shop twice this week due to it not even lasting 27 hours the last time I got it.

  Business Response

  Date: 03/12/2025

  Thank you for reaching out about this issue. I hope this message finds you well. I wanted to provide you with an update regarding the situation with ********** vehicle. 
  Our sales and service teams are currently working closely with Mazda of America to ensure that we address her concerns as efficiently as possible. A customer service representative from ****************** of America is currently handling her vehicle case, and we are awaiting a response from Mazda on a potential solution. We expressed this to ********, that we are at the mercy of Mazda of America, and currently we do not have official word from them on a potential solution. We have provided the customer with a rental car in the meantime as we wait for an update from Mazda of America. 
  I apologize for any confusion and want to assure you that we are committed to resolving this matter.
  Please feel free to reach out if you have any questions in the meantime. We will continue to follow up with Mazda and keep the customer up to date on any news. 
  

  
  

• Initial Complaint

  Date:03/15/2024

  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.

  Bought a 2023 CX5 Mazda and paid cash for the car. They said they were going to run a soft credit check when in fact they did a hard credit check that affected my credit score.I have contacted 4 different employees at Mazda and none of them have called back.Finally went to the dealership and spoke to them in person and they said they would work to resolve this and as of 3/13/23 no one has called back.

  Business Response

  Date: 03/26/2024

  We are currently working with ************************* to resolve this complaint and will update the BBB when we reach resolution.

  thank you

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

   

   

• Initial Complaint

  Date:12/02/2023

  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.

  From the very first contact with the dealership I made it very clear that I needed a daily driver that I could take my disabled mother on road trips with, the vehicle they sold me is anything but suitable for my stated needs. The vehicle in question has tires below the load index, a harsh budget race suspension that was not only installed without the proper spacers but is higher in the rear than the front as well as aftermarket exhaust parts that are causing the check engine light to turn on. When I attempted to contact the dealership on multiple occasions I was told I'd have to talk to the business manager who for weeks would not call me back. When I finally did get to talk to him I was outright lied to on multiple subjects only to have him turn around and change his story in later conversations. They have hidden behind the as is clause to avoid fixing the issues and offered to trade it in for another vehicle. When I attempted to chose a similarly priced vehicle I was told it had too many miles even though it had over 30k miles less than the current vehicle and when I chose a vehicle that had less miles but a far higher price I was informed that I don't have the required credit or down payment. On both vehicles I requested a copy of the deal so that I could seek my own financing multiple times to no avail. Now I have had to cancel multiple trips and was forced to spend almost $1000 on a rental to go on a trip I could not blow off due to this situation that has been on going since August 14th 2023. I feel like I have given them every opportunity to rectify the problem only to be treated like it's my fault while being ignored, lied to and not given any chance to be involved in the process. At this point I no longer with to deal with what I view as an immoral, unethical and dishonest business, I would like your help to get the dealership to unwind the original deal so that I may seek a vehicle suitable to my needs elsewhere.

  Business Response

  Date: 12/04/2023

  The 2016 ****** Outback was sold to ****************, "AS IS - NO DEALER WARRANTY, THE DEALER DOES NOT PROVIDE A WARRANTY FOR ANY REPAIRS AFTER SALE".  Mazda of Gladstone is not willing to unwind the deal which is ****************** desired settlement.  Please see attached copy of the signed Buyers Guide with the AS IS disclosure.

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

  General Manager

  Mazda of Gladstone

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20949587
  
  I am rejecting this response because: I feel ****************** business knowingly sold me a vehicle that would not suit my needs and I firmly believe that they intentionally used my situation as a dementia caregiver and stated inability to test drive the vehicle to do so, as after lying and claiming to have been willing to exchange it for another vehicle they later admitted on multiple occasions that it was the only vehicle that they could get me approved for. In addition to the unacceptable ride quality the vehicle is unsafe for my primary purpose of taking my disabled mother on road trips as it is unstable at highway speed where it randomly swerves, especially on corners where the bounce becomes so bad it loses traction and sloped roads when it dives with the angle. Additionally depending on what story they told me you choose to believe they either knew about the modifications and failed to disclose them or as they later claimed their service department couldn't tell the difference between stock parts and the aftermarket parts on the exhaust. Either way I feel they intentionally misrepresented the quality and condition of the vehicle in order to make a sale at any cost regardless of the vehicle itself or my needs. For these reasons I again request that they unwind the original deal and allow me to find a suitable vehicle elsewhere.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 12/12/2023

  I would like to state that this complaint is not about repair issues but the business deliberately misrepresenting the quality and condition of the vehicle, failure to disclose performance modifications and their general dishonesty and borderline fraudulent actions. They showed complete disregard of my expressed needs for the vehicle and despite their claims of making sure their service department addressed all mechanical and safety issues they sold a vehicle that had the wrong size tires and a check engine light that had been shut off without the underlying issues being fixed. That's not even considering ride quality caused by the suspension that is beyond uncomfortable and actually painful. With their admission that they could not get me financed for another vehicle makes me feel their only interest was in selling a vehicle regardless of it's suitability. They could have easily said the vehicle wouldn't be suitable for my purposes but instead they chose to lie about it's condition just to make a deal.

  Business Response

  Date: 01/04/2024

  We are unable to reach ******************** desired settlement of unwinding this transaction.  

  *********************
  General Manager
  Mazda of Gladstone

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 20949587
  
  I am rejecting this response because: ************** says unable but what I hear is unwilling I accept that his business is refusing to take responsibility for selling a bad vehicle and that they are willing to lie about the condition of the vehicles they sell while failing to disclose modifications. I also realize that they have no qualms about making a sale at any cost without any regards to their customers needs. I would like to state once again that this is the most unethical, immoral and dishonest business I have ever had the misfortune of dealing with. Sadly it's my disabled mother who has to suffer the most from this situation as they sold me a vehicle that is literally painful for her to ride in but at least ****************** business made a sale for him.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/16/2023

  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 received a letter in the mail to renew my vehicle registration. I was told my vehicle would need to pass a ******** before it could be renewed. I took my vehicle to the dealership it was purchased at 8 years ago. Mazda of Gladstone. I asked if they do DEQ test. They said yes. Charged me $1500 for test and work needed. Told me parts would come in 3 days. Didnt hear back for 2 weeks. Called DEQ and am told they are not licensed to do DEQ test. Now dealerships wont return my calls.

  Business Response

  Date: 11/27/2023

  We replaced the *** module due to a customer concern of *** light flashing.  The cost of the repair was $1001.96 for the part and $450.00 in labor to remove and replace and calibrate the **** DSC sensors.  The repair was successfully completed, but we were unable to complete the ****** certificate as we learned that we were not recorded as the original selling dealership.  We did not charge the $25.00 fee for the pass *** certificate, and informed ******************** that he would have to get the final test for the *** test done at another facility.  We are willing to cover the cost of the $25.00 fee for ******************** since we can't perform the final *** for pass certificate.

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

  General Manager

  Mazda of Gladstone

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20881943
  
  I am rejecting this response because: Whom ever wrote that response is twisting up facts. I asked the service department to do a ********. Nothing more. They didnt even know they were not legally allowed to perform the test until I informed them (after speaking with DEQ senior staff). The dealership lied about the ability to perform the service I wanted performed on my vehicle. If they had been honest from the start I would have taken my vehicle to a different shop. 
  Instead they lied about what they were capable of doing, they performed service that was not asked of them. They didnt even do the one service I did request. Why are all car dealerships full of scumbag crooks?
  _Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/23/2023

  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 vehicle March 27 2023 from this dealership. 6 months later found out it has a defective computer which caused engine to stall and break down $30 dollar loan for a vehicle that does not run. I called the dealership to discuss was told manager would call back. Its been several days still no call back. This ECM -computer issue is not something that just occurred it was present when vehicle was bought they did not disclose the defects when purchasing. I will be seeking legal counsel.

  Business Response

  Date: 10/04/2023

  ******, I apologize for the delayed response in getting back to you.  My Fixed Operation Director, ***************************, left you a message today with his contact information.  We are interested in helping you resolve this issue with your vehicle.  Feel free to give me a call also.

  Thank you 

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

  General Manager 

  ************ direct.

• Initial Complaint

  Date:08/29/2023

  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.

  I purchased a **** Mx5 Mazda speed Miata new in ****. The vehicle today has just ****** miles to date. The vehicle has been serviced by Gladstone Mazda before and after their change in ownership in 2011. The last service on 4/27/21 @ ****** miles required replacing a valve cover gasket and radiator replacement. Within a month a weird sucking noise developed intermittently. The vehicle operated normally so I continued to operate the vehicle under watchful monitoring to try and discover the origin of the noise. I brought the vehicle back into Gladstone to investigate the noise in which the service found that the turbocharger had a failed internal waste gate. Turbochargers are expected to last several hundred thousand miles depending how it is used and cared for. I attest I drove the vehicle very conservatively and provided all maintenance above and beyond normal. Here is when things go sour: according to this dealership service representative Mazda cannot find a proper replacement turbocharger for this make/model. So, the option was to send the turbocharger to an outside rebuild. I agreed to have this done. They quoted a price of $1617.44. Meanwhile I searched on the internet and found a new turbocharger that could be shipped in 3-5 business days and cost $1660.37. To date I do not have my vehicle repaired nor returned to me. In addition, the service representative has not returned my inquiries for an update. I contact them via text only once a week for an update. I wait days for a response and then telephone the service department if I had not received a text response. The service representative ***** states he is very busy and makes excuses for not being able to provide a 5 minute telephone call to the rebuild shop to gain updates. Therefore, I have been without transportation for over two months and counting. I suspect that the shops previous service screwed up the turbocharger. I find their solution for sending out the turbocharger an unprofessional option.

  Business Response

  Date: 09/11/2023

  I apologize for the delay in my response.  We are working to resolve the issue for you and your vehicle should be completed Tuesday or Wednesday.  We plan on giving you a discount of $400.00 off of your final bill and also including a complimentary full detail of your vehicle prior to delivering it back to you.

   

  Thank you,

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

  General Manager 

  Mazda of Gladstone

  Customer Answer

  Date: 09/11/2023

  From: ************************* (Mx5 Mazda Speed Miata customer)
  To: ********************* (General Manager, Mazda of Gladstone)
  Date: 9/11/2023
  CC: Better Business Bureau ID ********
         Mazda North ******** Operations Consumer Compliance
  
  Mr. *********************,
  
  You are aware that my Mx5 Mazda Speed Miata with ****** miles was brought to your shop on 6/21/2023 at 09:31. The turbo charger was found to have a faulty internal waste gate. Also, an exhaust manifold bolt required replacement. In addition, I requested an oil filter and oil change. 
  
  A Service Advisor informed me that Mazda no longer supported Mazda Speed Miata turbochargers and that a rebuild shop was available to rebuild the turbocharger @ $1617.44. It would take roughly 4 weeks. An internet search revealed that at QuickParts.com a new, not used, Mazda turbocharger could be available in 3-5 business days @ $1660.37. The Service Advisor advised that only OEM Mazda parts not aftermarket options can be installed. This was not the case on 6/5/2019 when all aftermarket struts and shocks were installed by Gladstone Mazda on this Miata at ****** miles. 
  
  On 6/28/23 at 15:09 I approved the work. On 8/17/23 at 07:33 I received my first update from a Service Advisor asking my authorization for the turbocharger at the rebuild job to complete the repairs for $1617.44. 
  
  On 8/31/23, Mazda service manager ********************* stated that the turbocharger was in the Gladstone shop. On 9/7/23, a Service Advisor informed me that work on the exhaust manifold started and there was a stubborn bolt to extract. The Service Advisor thought that if everything went accordingly, I might receive the vehicle back by 9/14/23. 
  
  The Mazda service on my vehicle required the entire summer season. If fortune is in my favor, I may receive the vehicle on 9/14/23, 85 days later. No respectable shop would think that a job well done was accomplished. What would possibly be a valid explanation for not working on the vehicle while the turbocharger was at the rebuild shop?  The wasted time by Mazda of Gladstone has serious consequences. I am without transportation this entire time. I owe a friend dinner at the ******************* because they allowed me to have access to their vehicle for this extended time. 
  
  **************, a proper apology begins with the phrase, I am sorry. An insincere apology like the one you offer, occurs when it doesnt involve regret. I should be receiving an apology from you via telephone not by a letter you send to the Better Business Bureau. If you want to properly display reconciliation and are genuinely sincere about my time wasted by choosing repairs at your shop, then you will forego the labor cost on the vehicle. Your time in exchange for my time is fair. I will pay for all parts used to repair the vehicle. 
  
  **************, I honorably served in two ************* military branches and a lifetime in the ********** of ******* since age 17. This is not my first walk around the block Sir! I expect to be treated respectfully and to have my vehicle repaired efficiently. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20537017
  
  I am rejecting this response because:
  
  From: ************************* (Mx5 Mazda Speed Miata customer)
  To: ********************* (General Manager, Mazda of Gladstone)
  Date: 9/11/2023
  CC: Better Business Bureau ID ********
         Mazda North ******** Operations Consumer Compliance
  
  Mr. *********************,
  
  You are aware that my Mx5 Mazda Speed Miata with ****** miles was brought to your shop on 6/21/2023 at 09:31. The turbo charger was found to have a faulty internal waste gate. Also, an exhaust manifold bolt required replacement. In addition, I requested an oil filter and oil change. 
  
  A Service Advisor informed me that Mazda no longer supported Mazda Speed Miata turbochargers and that a rebuild shop was available to rebuild the turbocharger @ $1617.44. It would take roughly 4 weeks. An internet search revealed that at QuickParts.com a new, not used, Mazda turbocharger could be available in 3-5 business days @ $1660.37. The Service Advisor advised that only OEM Mazda parts not aftermarket options can be installed. This was not the case on 6/5/2019 when all aftermarket struts and shocks were installed by Gladstone Mazda on this Miata at ****** miles. 
  
  On 6/28/23 at 15:09 I approved the work. On 8/17/23 at 07:33 I received my first update from a Service Advisor asking my authorization for the turbocharger at the rebuild job to complete the repairs for $1617.44. 
  
  On 8/31/23, Mazda service manager ********************* stated that the turbocharger was in the Gladstone shop. On 9/7/23, a Service Advisor informed me that work on the exhaust manifold started and there was a stubborn bolt to extract. The Service Advisor thought that if everything went accordingly, I might receive the vehicle back by 9/14/23. 
  
  The Mazda service on my vehicle required the entire summer season. If fortune is in my favor, I may receive the vehicle on 9/14/23, 85 days later. No respectable shop would think that a job well done was accomplished. What would possibly be a valid explanation for not working on the vehicle while the turbocharger was at the rebuild shop?  The wasted time by Mazda of Gladstone has serious consequences. I am without transportation this entire time. I owe a friend dinner at the ******************* because they allowed me to have access to their vehicle for this extended time. 
  
  **************, a proper apology begins with the phrase, I am sorry. An insincere apology like the one you offer, occurs when it doesnt involve regret. I should be receiving an apology from you via telephone not by a letter you send to the Better Business Bureau. If you want to properly display reconciliation and are genuinely sincere about my time wasted by choosing repairs at your shop, then you will forego the labor cost on the vehicle. Your time in exchange for my time is fair. I will pay for all parts used to repair the vehicle. 
  
  **************, I honorably served in two ************* military branches and a lifetime in the ********** of ******* since age 17. This is not my first walk around the block Sir! I expect to be treated respectfully and to have my vehicle repaired efficiently. 
  
  Sincerely,
  
  ************************;

  Customer Answer

  Date: 09/18/2023

  Mr. *********************,

  The vehicle remains in your shop on 9/18/2023 and maybe it will be returned by the end of September 2023. I retrieved some personal items from the vehicle today, took some photos, and inspected the dirty mess it is currently in. Engine parts are literally on the floor laying around the vehicle and parts are being stored in the trunk.  The interior leather seats and cloth convertible top are filthy. At first, I considered your offer to fully detail the vehicle as an expression of courtesy, an offer of genuine compensation. However, I now know that the vehicle requires detailing due to the nasty state created by waiting and being worked on in the shop since 6/21/2023. I originally declined your offer for detailing the vehicle because the it has never passed through an automatic car wash and has always been hand washed and detailed inside and out. I wanted to avoid causing damage to the cloth convertible top with an automatic car wash. You cloaked the detailing as a sort of compensation and how hollow an offer it remains since factually the vehicle necessitates cleaning due to the repairs and sitting ideal due to unnecessary delays. Your crew at Gladstone Mazda required the entire summer season to finish a project that would have taken less than 4 weeks at other local dealerships. **************, shame on you for trying to be clever and making a fool of me. I still expect an apology from you via telephone. 

  Sincerely from a very displeased customer of *****************************************,

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

   

  Customer Answer

  Date: 10/22/2023

  
  TO: Mazda of Gladstone ************ *******************************************. Gladstone, **
         97027. ************.
  FROM: (customer) *************************
  DATE: 10/14/2023
  CC: Mazda North ******** Operations Consumer Compliance, **** ****************************************************************************************, ******, ** 92618-2922
  CC: Better Business Bureau of ******, ***********
  
  Dear Mr. ******************************** a longtime customer of ********************, I am writing to inform you about the terrible experience I am currently having with the repair services. I am requesting your attention for an agreeable resolution and ideally help you improve your business practices so that customers, like me, will return for follow up maintenance. To keep the discussion impersonal, I will use the term customer as a substitute for me in the following report.
  
  The following is an account of my situation:
  
  A customer brought in a *********************** Speed grand touring convertible Miata with suspension package at ****** miles to the Mazda of Gladstone ****** service department on 6/21/2023. The repairs included a standard oil change, a turbocharger internal waste gate problem, and replacement for one exhaust manifold bolt. The service experience received by the customer from ********************** of ****************** negatively affected the customers satisfaction: 
  by not returning telephone call backs,
  by not having service advisors and managers properly interact with the customer,
  by not providing accurate price estimates for labor and parts in a timely manner,
  by not providing accurate multi-point inspections of services needed, 
  by not completing services efficiently and comprehensively. 
  Currently, the Miata remains in the service department at Mazda of Gladstone and has not been returned to the customer after holding it for more than one hundred eleven plus (111+) days. Conversely, repairs at other available local Mazda dealerships could have been completed sooner and the customer would have been satisfied by having the grand touring convertible Mazda-Speed Miata back before the end of the summer season. It is now fall season and the customer has not driven the Miata and without transportation since 6/21/2023. 
  
  Allow me to provide the following specific details I have encountered at your business:
  
  On the morning of 6/21/2023, the customer dropped off the Miata for an oil change and provided a video to the service advisor for a whistling noise from the engine at lower RPMs. By 6/21/2023 @16:05 the Mazda service advisor sent a text, providing a link, to the customer that showed a video inspection from the service technician with recommendations for repairs. An estimate via PDF, in this link, provides an opportunity for the customer to approve the recommendations without speaking directly to a service advisor. The customer approved the recommendations on 6/21/2023 @ 16:07.
  
  The service advisor recommended installing a knock sensor. COST: $507.73.  The knock sensor installation was declined by the customer through a return text to service advisor, *************************** on 6/28/2023 @ 14:03 (5 business days later.) ******************** acknowledged the decline request by the customer via text message response. Also, after the customer and service advisor discussed the cause for the whistling noise it was determined that the knock sensor would not fix the root cause for the noise nor did the vehicle originally have a knock sensor when built in ****.
  
  The overall Full Circle inspection report by Mazda of Gladstone on 6/21/2023: 
  1) failed Check condition of Battery (Storage Capacity Test.)
  Battery was recently replaced on 4/23/2021 @ ****** miles for $195.95 at Gladstone Mazda. 
  2) failed ************************* Steering/Brake Fluid/Washer.
  What specific fluid was low? Washer? Unspecified by Mazda of Gladstone.
  3) failed Belts/Tensioners (condition and adjustment.)
  Mazda of Gladstone adjusted all belts on 4/23/2021 @ ****** miles for $80.00. In addition, all belts (timing, V belts, tensioner w/spring) and water pump were replaced by Mazda at ******************************************************, ** on 5/6/2016 @ ****** miles for $627.50. 
  4) failed ********** and/or Fluid leaks.
  Last oil/filter/gasket change was performed at ***** miles by Mazda of Gladstone on 4/23/2021 @ ****** miles for $83.96. ****************** change is every ***** miles for Mazda Speed. Why a 5,000-mile service inspection charge for $135.58?
  5) There is no mention of a broken bolt on exhaust manifold mountings. 
  Bolt is shown by service technician to be broken via text video inspection.
  6) Mazda of Gladstone performed a VIN specific report to verify that there are no open
             recalls currently. 
  Not requested by customer.
  
  Labor to inspect turbocharger (found bad internal waste gate) and exhaust manifold (bolt needing replacement.) COST: $540.00.
  
  Service advisor, *************************** informed customer via text on 6/28/202 @09:36, Unfortunately, Mazda no longer supports these Mazda-Speed Miata turbos, and they no longer have any inventory of them. We did look into options of aftermarket however that is not something we will be willing to assist with here as we will only install OEM Mazda parts. 
  
  However, Mazda of Gladstone service department on 6/5/2019 replaced all shocks and struts on this Miata with aftermarket, non-OEM parts, at ****** miles. A contradictory standard of practice costing valuable lost time for the customer. The customer informed service advisor *************************** via text that an unused (new) turbocharger for the Mx5 **** Mazda Miata was available online through QUIRKPARTS.COM and available in 3-5 business days for a price of $1660.37. 
  
  Turbocharger was sent to a rebuild shop: ******************************************, ***************************************************************************************************. **************. On 7/31/2023 @14:03: service advisor, *************************** states via text, we are waiting for tear down so we can get a better update for you. On 8/17/2023 @ 07:33 service advisor, *************************** states via text, The shop rebuilding the turbocharger just got everything tore down. Estimate repair cost: $1,617.44. Work order authorized by customer via text on same date and time. 
  
  Customer requests update of vehicle maintenance via text to service advisor, *************************** on 8/24/2023 @ 11:14, 8/28/2023 @ 07:14, 8/29/2023 @ 06:27, 8/30/2023 @ 08:41. NO REPLY. 
  
  Customer sends EMAIL on 8/30/23 to service advisor, *************************** @ ************************************. NO REPLY.
  
  Customer initiates telephone contact with service advisor, *********************** on 8/30/2023. **************** was contact twice on this day for an update on the vehicle repairs and each time **************** assured the customer that an update would be provided by the end of the business day. NO REPLY.
  
  Customer sends EMAIL on 8/31/2023 to service advisor, *********************** @ **********************************. NO REPLY.
  
  From 8/30/2023 to 9/6/2023 (6 business days,) daily telephone calls from the customer to ******************** service department requesting an update on progress was received by service advisors: *****, *****, and *****. All service advisors responded by saying they will investigate the work and that a return call to the customer will be received by the end of the day. NO RETURN CALLS.
  
  By 8/30/2023 the customer attempted four times to speak to the general manager at Mazda of Gladstone through the telephone receptionist and online chat with messaging through ******* of Gladstone. NO REPLY.
  
  On 8/31/2023, the customer spoke via telephone with ******************** service manager, *********************. ************** was unable to answer anything specific about the status of the Miata repairs and the services requested by the customer. ************** stated, all I know is that your vehicle is in pieces laying around the shop. She stated that the turbocharger was returned from the rebuild shop one week earlier. No updates were provided on the work for an exhaust manifold, broken bolt extraction nor the oil change. ************** did offer the customer a loaner vehicle at this time (2 months after 6/21/2023). The customer heard nothing more from ************** regarding the loaner vehicle.
  
  The customer submits a complaint about ******************** with the Better Business Bureau (BBB) of ****** on 8/29/2023 and this complaint was received and recorded by ****************** (Resolution Coordinator.) Complaint ID ********. 
  
  On 9/11/2023, Mr. ********************* (Director of Operations at ****** of Gladstone now overseeing Mazda of Gladstone) responded to the BBB, I apologize for the delay in my response. This is not a statement of apology to the customer but an apology to the ********************. He offered a resolution of $400.00 deducted from the total bill and a free detailing of the Miata. 
  
  The customer responded to the ********************, declining the offer by ************** on 9/11/2023 stating, I should be receiving an apology from you via telephone .  The compensation is deemed inadequate and insufficient by the customer. 
  
  Repair work is currently ongoing, and services are still not completed  by 10/11/2023, one month after the resolution proposed by **************. The offer for detailing the Miata is a necessity, not a curtesy compensation. This Miata has always been hand washed and detailed. This vehicle has never passed through an automatic car wash due to a desire to protect the cloth convertible top. After being in **************** at Mazda of Gladstone for 111+ days, the Miata has become filthy from waiting around for repairs and from being worked on. The customer can provide photos of the Miata taken at the shop on 9/18/2023 @ 10:42. There are engine components stored in the trunk of this vehicle, the cloth top and leather seats have dirt accumulated on them, the exterior is marred. This Miata requires cleaning to restore it to the standards in which the Mazda of Gladstone service department received it form the customer on 6/21/2023.
  
  The proposal by ************** to reduce the cost of service by subtracting $400.00 from the total bill is a step in the right direction. This offer was declined by the customer because the repairs are currently active. What is the total cost of the repairs? No one knows. The customer has not been properly informed, by the service department, of the invoice detailing the expenses for the repairs. 
  
  On 9/11/2023, the customer receives a telephone voice message from a new manager, ******************************** 
  
  On 9/12/2023, the customer returns the telephone message received by ********************************  ******************** informs the customer that he is the Fixed Operations Manager for ****** of Gladstone, and he is currently covering Mazda of Gladstone until they hire a new manager. ******************** states that ************************* (Mazda of Gladstone service manager) is no longer working at Mazda of Gladstone.
  
  On 9/12/2023, ******************** takes over communications between this customer and the progress on the Miata repairs being performed at Mazda of Gladstone. This line of communication bypasses the Mazda service advisors and their poor performance in communicating with this customer.
  
  On 9/12/2023, the customer learns from ********************, for the very first time, the projected cost for the repairs. Neither the service advisor nor service manager discussed the cost of repairs for an oil change, oil filter replacement, turbocharge labor, and extracting one exhaust manifold bolt with the customer. ******************** discloses the cost of the invoice at $3,061.89 for turbocharger rebuild with labor, a 5,000  miles service, and an additional $3,030.00 for extracting one manifold bolt, requiring the engine header to be sent to a machine shop for the bolt extract. Total cost of vehicle repairs is $6,091.89. 
  
  On 9/12/23, ******************** states that he will subtract $507.00 from the repair invoice for installing a knock sensor because the knock sensor was originally declined by the customer on 6/28/2023 @ 14:03. The service department installed the knock sensor despite the decision by the customer to decline installation. 
  
  On 9/18/2023 @ 10:42, the header remained on the service floor at Mazda of Gladstone and had not yet been sent out to the machine shop (verified by photo from the customer on a visit that day.)
  
  The Machine shop where the header is sent for the bolt extraction: ****************************., ***************************************************************************************************, **************.
  
  On 9/18/2023, Mazda loans a vehicle to the client for the first time. Ninety (90) days after customer dropped off the Miata on 6/21/2023 for repairs. The customer has been without transportation since 6/21/2023. 
  
  On 9/25/2023, customer returns first loner vehicle per ****************** request due to leasing agreement ending with Mazda corporation and obtains a second loaner vehicle for use. 
  
  On 9/29/2023, ******************** provides an update that the header is being reassembled on the Miata and requires more time. 
  
  On 10/4/2023, ******************** informs the customer via telephone voice mail that a sensor for the cam position has been ordered for replacement, arriving the next day, and the vehicle requires more time for reassembly. Customer returns telephone call that day and leaves a voice mail requesting an update from ******************** on 10/6/2023.
  
  On 10/6/2023, the customer did not receive an update from ********************. The customer leaves a telephone voice mail to ******************** on 10/6/2023 @17:26. NO REPLY. 
  
  On 10/10/203 @ 18:51, the customer leaves a telephone voice mail to ********************, reminding ******************** to provide an update. NO REPLY.
  
  I provide the following assessment for your understanding:
  
  Mazda of Gladstone failed to offer a customer-centric business experience, damaging this customers trust and respect. ***** behavior business practices at Mazda of Gladstone are reasons for the customers desire to stop using the Mazda brand, sharing negative Mazda of Gladstone reviews on social media, reporting the encounter to the Better Business Bureau of ****** and to the Mazda North American Operations Consumer Compliance. Mazda of Gladstone supporting agents and acting directors were incapable of providing viable solutions. 
  
  This Is terrible news for Mazda of Gladstone. The public will measure the Mazda brand on their customer support. When customer support is not suitable, the experience influences customers buying decisions, losing customers for future sales and follow-up maintenance. Do to serving customers poorly, it is 100% possible that dissatisfied customers will switch to your competitors without thinking twice. Bad customer service will affect your sales.  The negative social posts and bad reports to the Better Business Bureau will dissuade your potential leads. 
  
  The lack of empathy from Mazda of Gladstone service advisors, service managers, and fill-in directors from ****** of Gladstone, failed to understand and problem solve this customers time and needs without an apology. This customer is waiting a very long time for repairs to be complete after receiving delayed, inaccurate repair quotes. 
  
  I offer the following recommendation for resolution:
  
  It will be hard for this customer to come back to ******************** after a disaster like this. It will be hard to recover the potential loss of customers from the negative social media marketing and Better Business Bureau reports for the Mazda of Gladstone brand. It is apparent that Mazda of Gladstone, reflecting on the Mazda brand, does not manage a customer-centric business, building long-lasting relationships beyond the sales experience to the service experience. Make an adequate financial compensation to this customer, above 20% discounted from the total costs. Above all apologize to the customer. It does not cost you anything to make this important gesture. These actions will leave the customer with a positive impact that could possibly repair the customers trust. The most unhappy customers are your greatest source of learning. Avoid prioritizing company policy over your customers needs. 
  
  Mr. *********************, I sincerely wish that this information is a learning opportunity for you, resulting in restructuring Mazda of Gladstone into a customer-centric business venture that your competitors will envy, and your customers will write positive social media reviews. 
  
  
  Best wishes from a long-time, but disappointed, customer,
  
  
  
  
  
  *************************.

  Customer Answer

  Date: 10/22/2023

  ************** provided a suitable compensation to customer. Dispute resolved. Situation deemed avoidable and problematic for customer. 

  Customer Answer

  Date: 10/27/2023

  Issues found after the vehicle pick-up and paid for are minor but reflect on the carelessness and level of craftsmanship performed. The financial compensation from the dealership was satisfactory. However, the miles on the vehicle from drop off (******) to pickup (******) was authorized by the owner with the stipulation that Mazda would pay for the fuel (proposed by ***************************) and agreed on by the owner. The fuel tank was full on drop off and less than 1/4 empty on pickup. So, the full compensation to the owner was not accomplished. The oil dipstick handle was  broken off and *************************** (service advisor) stated that he would order a new one. That was not accomplished as of 10/27/2023. Tire pressure was noted on "full circle" inspection performed by Mazda of Gladstone to be low. On pick up the owner found the tire pressure in all 4 wheels to be at 24 psi and not at the recommended 32 psi for rear and 29 psi for front tires. The owner corrected tire pressures. Fluids for the washer reservoir was 1/2 empty and noted in "full circle" inspection but not corrected by Mazda service. Why did I pay for this "full circle" inspection if corrections were not accomplished? Bolt for front license plate mounting is missing. Owner provided bolt to secure license plate. Detailing of care as compensation was unsatisfactory with the outside looking good except for dirt on cloth convertible top exterior, interior dirt present, and old water hose from repairs remained in trunk. Owner provided corrections with self cleaning. Missing instrument panel cover was misplaced and later found in the glove compartment. Owner secured panel cover to proper location. This is a sad state of affairs from the perspective of a reasonable costumer who comes to a dealership for maintenance. The outcome is unsatisfactory craftsmanship and customer frustration for choosing ********************. 

• Initial Complaint

  Date:05/06/2023

  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.

  4/18/23 paid $160.69 to Mazda of Gladstone to DIAGNOSE 2011 cx-9's shut down at red lights.Mazda test drove the car twice (4 miles); could not duplicate the issue.My brakes were also inspected.Mazda of Gladstone made no mention of a brake booster issue on this date, or on the date that I purchased this vehicle from them, 6 months prior.Mazda blamed the engine shut down on a visually broken catalytic converter post that was causing a {non-existant} exhaust leak. (cost to replace $1800.00+)04/20/23 Took my car to Mastertech for a cheaper-than-$1800.00 catalytic converter.Mastertech informed me that if the error codes on my car had been performed and interpreted correctly per my car's diagnostic instructions at Mazda, the result would be a faulty brake booster. Mazda should have recognized the hissing brakes (audible from inside the car) and hard-to-press brake pedal, even though I had not complained about it. I bought it like that, I thought it was normal. Mazda knew the brake booster was a KNOWN MATERIAL DEFECT. Mazda did a *************** Agreement/Program after NHTSA investigated the issue to avoid recall. I called to Mazda at ************ (spoke with "J" 4/24 at 10:41 am) and confirmed this upgrade was never done on my vehicle, referenced by vin #.04/24/23, 12:54 pm I called the Service Manager "N" at Gladstone Mazda and requested a refund of $160.69 for SERVICE FAILURE. "N" said he was more inclined to issue a service credit if anything, which is not acceptable. I will not be taking my car to be serviced by a shop that cannot even diagnose it's own known problem. "N" said he would need 2-3 days to consider my complaint and call me back. It's been 11 days, no call.04/27/23 Brake booster upgrade done at Mastertech. This has resolved the engine shut-down issue. Check engine light does not come on anymore. And, coincidentally, the brakes no longer hiss or are hard to press. Request $160.69 refund.

  Business Response

  Date: 05/16/2023

  We have reached a resolution and will be sending a $160.00 refund.

  Thanks

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

  General Manager

  Mazda of Gladstone

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

  Customer Answer

  Date: 05/17/2023

   
  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.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/01/2023

  The business has failed to follow through with their agreement to refund.

   

  
  

  Business Response

  Date: 06/12/2023

  We have reimbursed ******* $160.00 to resolve the issue with Service.  Our General Sales Manager has texted ******* and she responded that she is satisfied.  

  Thanks

  *********************;

  General Manger Mazda of Gladstone

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

  Customer Answer

  Date: 06/13/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/17/2023

  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.

  On June 23, 2022, I bought a 2022 CX-5 from Mazda of Gladestone. At the closing, sales manager ************************* advised me that a "Green ******** costing $1200 was "required". He described it as a service package for the first year ownership. I advised him I didn't want this package because I didn't think it was worth the cost, and that I didn't live in the area so accessing the dealership for any service was unrealistic. He advised that if a Mazda dealership in my area didn't honor the service agreement, send him the bill and he would pay it. The dealership in my area didn't honor the service agreement and after sending the bill to sales manager ************************* 4 times, I still haven't received any reimbursement.Reviewing my paperwork from the purchase, I realized that it was incomplete and the paperwork I had contradicted some of what *********** had told me. There was no mention of any "green package" in my paperwork, and the only reference to any service agreement was a "prepaid maintenance program-gold". This form listed this as $0 cost, and that was "NOT REQUIRED". *********************

  Business Response

  Date: 03/21/2023

  After speaking with **************, we have reached a resolution and refunded ************** $1200.00. 

   

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

  Director of Operations

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