ComplaintsforNelson Mazda Cool Springs

• Initial Complaint

  10/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to you about the damaged bumper on my CX-9. I was in a fender ****** on June 22nd and the collision repair company said they would have it fixed by July 20th based off of Mazda's estimated time to get the parts. However, Mazda has been unable to supply the part I need to the collision center for month now and they can't safely fix it without the part. Mazda can however manufacture new cars with no problem. But they will not prioritize the part and I have been stuck without a loaner, reimbursement for my rental, or a solution for months. This has caused me a lot of financial stress (multiple car payments for a leased car I can't drive), inconvenience, multiple car rentals, and now will impact my family trip to *******. I have had discussions with the ** who told me they can't get me a loaner or any other solution. The corp Mazda, will not call me back at this point. All of this is unacceptable. I would like Mazda to prioritize this part so that I can get my car fixed as soon as possible or find another solution. I would also like reimbursed for the costs of my rental car and monthly payment since I have been without a vehicle. Thank you for your time and consideration in this matter.

  

  Business response

  10/05/2022

  I would like to first apologize for all frustration and burdens caused by the part being on backorder. We have been in contact with Mazda and working closely with them to get the first available part. Unfortunately Mazda as well as most manufactures have experienced major delays to due to parts shortages and supply chain issues. This common issue does not help the situation, but is something beyond our control. We have and will continue to escalate this need to Mazda consistently until the part is available. That being said, I know Mazda is doing all they can as well to get the part as quickly as possible. We all realize the importance and privilege of taking care of every customer to the best of our ability.

  Customer response

  10/10/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  There is no resolution for me on how you can help the situation. Working closely with Mazda on getting the part doesn't help me from the thousands of dollars I've made on a rental car and the fact that I'm paying on a car you all leased me that I can't drive only due to Mazda. Again, I'll point out that new cars continue to get produced and sold for Mazda's profit while I wait for a part to satisfy a repair on a car that was already sold to me. New cars are being prioritized over exitising customers.

  

  Business response

  10/31/2022

  We have been in constant contact with the customer and done everything possible to resolve this issue given the nationwide product constraints for most manufacturers even outside the auto industry.  

   

  All this being said, we have delivered the part to the body shop and it is our understanding that the customer is happy.  We do sympathize with ******************** and the inconvenience and expense incurred while waiting for the desired part from Mazda.  Please let us know when this case is resolved and closed.

   

   

  Thank you,

• Initial Complaint

  08/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in on 1/2/21 for transmission issues at 59,800 miles which was before the Mazda Powertrain expired. I then had a TCM update and paid $149 and was told to drive the car to see if it came back to which it did. Brought it back on 7/29/21 with the same issue, spoke to Cody and explained this was an extension of the diagnostics from my issue at 59,800 miles. After diagnosis and several weeks the fault was said to be internal failure. Both service advisors Cody and Kaitlyn neglected to realize, despite thorough communication that this was an extension of my issue from 59,800 miles; inside my Powertrain warranty and pursued my extended policy (Not Mazda Powertrain). I realized this mistake and instructed to halt the install and pursue Mazda Powertrain to which both acknowledged. Despite my efforts/request the transmission was installed and I now I am forced to pay $1,720 and I was informed by Mazda Corporate there would be a slim chance it would be approved because of the instal

  

  Business response

  09/03/2021

  Business Response /* (1000, 5, 2021/08/20) */ Mr. ****'s car was in on 1/02/2021 at 59,882 miles. The complaint was that the car shifts hard in 3rd and 5th gear. The tech found no codes at the time and performed a transmission control module update. He also performed a transmission service. The car hasn't been back since then for any shifting issues. He is now at 72,648 miles and we have confirmed that the vehicle needs a transmission. The customer's car is out of powertrain warranty so the service advisor called the repair into his service contract. Easy care approved the repair but for a used transmission. The customer did not want a used transmission but a reman or new. The service advisor assisted with some parts pricing and the customer agreed to pay the difference for a reman transmission. The car is now completed and the customer does not want to pay the difference but wants Mazda to pay it. We made the repair based on the customer word, but have decided to absorb the cost of the repair minus the customer's $250 deductible. We believe that the customer is happy, but we thought he was happy with paying the difference as well. We have consistently done what we said. Consumer Response /* (3000, 7, 2021/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called your services advisors multiple times to halt the install of my transmission to pursue Mazda Powertrain warranty by the advice of Mazda Corporate. Your service advisors neglected to inform the service techs to halt install on my transmission which inevitably disrupted any chance Mazda powertrain would approve my claim as the transmission was installed despite my efforts to halt the install. It is Nelson Mazda's fault Mazda powertrain wasn't involved first as I throughly explained multiple times my intentions of pursuing the same issue I had at 59,800 miles to Cody. It disgusts me that instead of any attempt at an apology for a four week long process, I get blamed for not doing the service advisors job for them. It disgusts me even more you willingly and openly comment on customers, like you did in the response, and paint a picture to push blame back to me. So no I'm not happy with your answer and how this issue was handled. I had to consistently call every day to get an update because if I didn't I would not receive one. Caitlin was the only reason this process even went anywhere because she took my concerns seriously. It is Nelson Mazda'a fault my transmission was installed despite me saying to not do so and that's why you covered the difference; not because I changed my mind and "wanted Mazda to pay it". The only reason I wanted EasyCare involved and I thought I had to pay the rest of the transmission was because I thought that's the only option I had as any attempt to follow the idea of Mazda Powertrain was ignored; but I never wanted to pawn off the rest to Mazda so they'd pay it. And it deeply angers me that I am being portrayed in this way. I said to halt the install which was ignored; that's why you paid it because your service department made a mistake. Business Response /* (4000, 9, 2021/08/26) */ I was grateful that ***** visited with me over the phone today. There were numerous mistakes on our side and ***** was gracious enough to accept our apology. I believe that we have resolved this issue and ***** says that his vehicle is running good. Chad

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