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:09/12/2024

  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.

  On 9/5/24 I was advised by Mazda that my car has been repaired and the problem I brought it in for has been resolved. The cost was $675.74 which I paid with a credit card. I left the dealership and drove just a few miles when the same problem reoccurred. I immediately stop and called the technician at Mazda, who did the work. He said bring it back and they will repair it. I took it back the next morning and was told the engine needed replacing. Due to Mazda's negligence or incompetence in not repairing the car initially, it led to the engine problem. I'm requesting that Mazda immediately replaces the engine and resolves all related problems at their expense.

  Business Response

  Date: 09/13/2024

  Dear Mr. **************** you for reaching out to us. We sincerely apologize for the inconvenience youve experienced with your vehicle. At Norcross Mazda, customer satisfaction is our top priority, and we understand how frustrating this situation must have been.
  On September 5th, our team replaced both coolant temperature sensors in response to the coolant light flashing on your vehicle. After you left the dealership and had been driving for about 10 minutes, you called to inform us that the coolant light had come back on. At that time, we recommended that you bring the vehicle back immediately for further inspection, but you declined and opted to return the following day.
  Unfortunately, continued driving after the coolant warning light reappeared resulted in significant engine damage, which is why we informed you that the engine now needs to be replaced. While we absolutely understand your frustration, the engine damage occurred as a result of extended driving with the warning light on, which we advised against.
  We are more than willing to work with you to get the necessary repairs done as affordably as possible. However, under the circumstances, we cannot replace the engine at our expense.
  Please reach out to ***** ******* at ************ so we can discuss available repair options and find a resolution that works for you.
  We appreciate your understanding and look forward to assisting you further.
  Sincerely,
  ******* **********
  Norcross Mazda of Memphis 

  Customer Answer

  Date: 10/02/2024

  Thank you for the response from Norcross Mazada of Memphis. While I dont disagree with Mr. *********** description of the incident, however my position is that I was told my car had been fixed and I paid for the repair. But obviously my car had not been repaired. Due to maybe incompetency or inexperience the work that was done did not fix the problem. This negligence or incompetency started the chain of events that led to the engine damage and I think Norcross Mazada is not without fault. I will gladly work with them to reach a reasonable conclusion.

  Thank you,

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

  Long time Mazada customer

  Customer Answer

  Date: 10/15/2024

   
  Date Sent: 10/2/2024 4:24:03 PM
  

  Thank you for the response from Norcross Mazada of Memphis. While I dont disagree with Mr. *********** description of the incident, however my position is that I was told my car had been fixed and I paid for the repair. But obviously my car had not been repaired. Due to maybe incompetency or inexperience the work that was done did not fix the problem. This negligence or incompetency started the chain of events that led to the engine damage and I think Norcross Mazada is not without fault. I will gladly work with them to reach a reasonable conclusion.

  Thank you,

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

  Long time Mazada customer

  Business Response

  Date: 11/06/2024

  Dear Mr. **************** you again for sharing your concerns with us. We want to address your situation clearly and provide additional context regarding the initial repair and subsequent events.
  The repair performed on your vehicle was essential to address the issues identified at the time, and when it left our facility, it was operating as designed. When you reached out afterward, we strongly encouraged you to bring the car back immediately so that we could assess any further concerns. Unfortunately, since the vehicle was not returned promptly, additional damages have since occurred, requiring further repairs.
  While we respectfully disagree that these damages resulted from any negligence or incompetency on our part, we value your business and would like to offer a goodwill discount on the necessary repairs to help resolve the situation.
  You have already taken back the funds for the original repair directly through the credit card company.  Please reach out to our Mazda Service Manager, Ms. ******** for details on claiming the discounted repairs.  We appreciate your understanding and look forward to working together to get your vehicle back to optimal condition.

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

• Initial Complaint

  Date:02/21/2024

  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.

  Unsuccessfully attempted to reach service department to discuss interior front windsheild moisture problem. The car is a 2023 CX-5 under warranty. No response to voicemail.

  Business Response

  Date: 02/22/2024

  We are truly sorry for missing your call and voicemail. We appreciate you reaching out and we regret not being available at the time.  I am having our Mazda service manager reach out now to quickly handle whatever you needed. Thanks for your understanding.

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

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

   

  Customer Answer

  Date: 02/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.  I appreciate *****'s assistance and speedy resolution.  

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

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

  Memphis, ** 38111

  
  

• 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.

  We worked all day long with this car dealership to purchase a ****** They gave ** false pretenses, ran my credit, and instead of $2,500 down, they advised they needed $15,000 down when I have it in writing after credit approval that this was not needed. Beware. Do not do business with this dealership. They scam you.

  Business Response

  Date: 12/04/2023

  Case ID: ********

  
  Customer:           *************************
                                  ********************************
                                  *******,** 72370
  
  Dealership:          ***** Cars of Memphis
                                  Norcross Mazda of Memphis
  
  Case:
                  Please be  advised that on 12/2/2023, ****************** called our ***** dealership inquiring to purchase a *****. In the initial conversation (all over the phone) ****************** was asked pertinent questions related to the purchase transaction. (Sale Price,how much was he wanting to put down, Trade information, What type of payment,etc.). The conversation proceeds to how does ****************** plan to pay for said purchase. ****************** advised that he needed to finance the transaction. ***************** was advised that once he submitted his credit and ***** Cars of Memphis received lender credit approval, we could finalize the required specifics from said lender.  Due to said circumstances, ***** Cars of Memphis could not receive institutional Lender approval. After exhausting all options, ***** Cars of Memphis informed ****************** that ***** Cars of Memphis would be more than happy to sell him the ***** but could not secure financing.  At this time ***************** became very angry and threatening. 
                  ***** Cars of Memphis categorically deny any wrong-doing in the effort to sell ****************** a vehicle.***** Cars of Memphis use outside sources (Institutional Lenders) to secure financing for our mutual customers. If our mutual customers cannot secure financing through ***** Cars of Memphis sources, our customers can secure their own financing.  Please note that the entire transaction/conversation happened over the phone.

• Initial Complaint

  Date:06/14/2022

  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.

  February 7, 2022 I picked my car up from norcross mazda in Memphis tn where it had been for 2 weeks after being towed by ************** out of *********,**. It was towed from my home in ******** to Memphis. I was informed that my vehicle needed a battery. The new battery was installed and I was able to pick my car up on February 7th. Upon picking my car up I noticed my emblem was missing and my chrome strip was broken. I informed a worker at the dealership that my car was missing the emblem and the chrome strip was broken. Luckily, I took pictures of my car before it left my home and the man who towed it did as well. I was informed by the guy at the dealership that my car came in close to closing time and that it was likely dropped down too high off the tow truck. I was informed to contact mazda usa. I called and was sent an email to send pictures. Two months later I received a call from a supervisor named **** to get an estimate for the damages and they would pay. Upon driving my car from the dealership. I noticed it was pulling to the left side which indicated it was out of alignment. I scheduled an appt for March 29 drove 2 1/2 hours from my home in ******* to Memphis Tn to get a diagnosis as requested. Ive called the extension given by **** left voicemails still months later no answer no call back. Sent several emails including the estimate she requested and still no response from her or any of her colleagues. I just want to be compensated for the damages done to my car that I am having to get fixed as well as the gas money Ive spent making several trips to the dealership. Also, when the tow truck picked my vehicle up he did not properly tow my car it was literally drug up oh the truck from the front end rather than the hooks on the back. I will include pictures. My tires were just fine when I took my vehicle into the dealership. Due to damage from needing an alignment because of what happened there is more **** on them.

  Business Response

  Date: 07/06/2022

  ****************** contacted our dealership with a problem she was having starting her car.  Our dealership recommended she reach out to Mazda North America and was connected with Mazdas roadside assistance to get her car here.  Car arrived via tow truck after hours.  Customer complained When attempting to start the car, engine malfunctions.  The vehicle needed a battery.  Also, the check-engine-light was on and there were two open recalls.  Battery was removed and replaced, and two open recalls were completed.  CEL was on due to the battery issues.  Customer picked up car and paid for the work we had done.  The vehicle left our dealership now able to start and in the same physical condition it had arrived in. 

  
  Shortly thereafter, customer reached out to the dealership about missing emblem and broken chrome strip.  At this point, we encouraged ****************** to reach out directly to Mazda North America, for they had arranged the tow and would be able to connect her directly, or indirectly, with the tow company that had provided their services.  She spoke with **** at Mazda (contact ****************************).  She explained her situation and to ****.  **** then reached back out to the dealership to see how we could work together and get some resolution worked out for *****************.  We discussed options with Mazda corporate and both agreed that finding a body shop close to ****************** to get her car fixed would be ideal.  We recommended a few options for the work close to ************ place of residence and Mazda said that they would coordinate. 

  
  Where we left things with Mazda is that they were going to help ****************** with the emblem and chrome strip since the tow truck had been the cause of the damages.  We will be contacting Mazda today to see where they are at in helping ****************** resolve this issue.  We would be more than glad to help in any way that we can.