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:08/18/2024

  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.

  Purchased car end of February 2024 Returned car, April 10, 2024 they found a broken cylinder head neither the warranty that I bought or the 3000 mile warranty or three months complementary #Warranty wanted to take care of the situation It took Nelson Mazda over three weeks to get me a complementary car to get to and from work Neither of the warranties wanted to take care of the problem. My car has been there since April 10 lack of communication with Nelson Mazda has been a real issue.. after 2 to 3 months, I asked for my money back for them to take the car back. They wouldn't respond to me. They didn't communicate with me. They wouldn't return my phone calls or my text messages. They kept telling me that it was in their best interest financially for them to put a new engine in at some point in time. The warranty that I purchased wouldn't cover the cylinder head that was broken the warranty that came with the car wouldn't replace the cylinder head that was broken. Mazda felt like it shouldn't have been a problem for their company. Apparently they had spent $5000 on it before they put it on the floor to sell to me. I contacted the general manager several times he doesn't get back to me. I contacted him on August 10. It is now been almost 7 days since he's been in touch with me. I have to reach out to them every single time they do not get in touch with me about what is going on with my car I'm making payments on a car. I don't have. This has been the worst service that I've ever experienced in my life. I will never purchase the car from here again, and I am filing a huge complaint against this business. It's been horrible. Been out of a car for months. I'm making payments on a car that I have no idea if I'm going to get back because no one actually tells me what's going on and I want to file a complaint that this business is absolutely beyond Words. I've never had this much problem with the business in my entire life

  

  Business Response

  Date: 08/21/2024

  Hello,  We are grateful for the opportunity to address these concerns through BBB.  We completely sympathize with *********'s frustration and concerns, and honestly would feel the same as she does.  We have room for improvement.  
  
  That being said, ********* drove the vehicle for almost two months beginning Fe 23, 2024 and roughly ***** miles before experiencing an issue.  It was our understanding and belief that she purchased the vehicle in good working order.  She brought the vehicle back on April 10th and we began the process with the extended warranty companies.  They had us perform multiple teardowns to inspect internal parts over the course of three months which took much longer than expected.  We came to the conclusion in July that they would not cover stated repairs and we need to take care of the situation.  We began the process to locate a engine and needed parts to fix the vehicle correctly.  Parts are not always readily available and again this took too long.  Fast forward to August 18th when the BBB claim was submitted, ********* and our service manager were texting that day and ********* was made aware that she could pick up her vehicle as early as August 19th.  ********* has been in contact with the ** who helped her get in a loaner vehicle at the dealership's expense on May 4th.  We have a new service manager and he and ********* have been in contact since June 5th.  ********* has his personal cell phone.  
  
  Our solution is to deliver the vehicle back to ********* with all work completed at no cost to her including any deductibles, rental fees, or any ancillary fees as well as provide a 36 month / ****** mile extended powertrain warranty on the engine that was replaced.  This coverage is separate from the coverage she has with the extended service contract.  In addition, offer a sincere apology and ask for forgiveness.  We could have done better, but we never varied from trying to solve the problem and take care of this issue.    
  
  
  *********************
  Nelson Mazda Cool Springs & *****************;
  
  t: ************

  Customer Answer

  Date: 08/21/2024

  There were a few misinformations in their response, but this seems a good solution.  I have spoken to the service manager and requested paperwork to be presented at time of pick up verifying said works.  This would be including the radio that was also not working at time of sale. I have requested the paper work for radio , new engine and resist all to come along with the pick up of Jeep.  These are for my personal records should I ever decide to sell the vehicle.   Thank you for your prompt response in helping with this matter.  Things certainly went warp speed after BBB was involved. 

  Customer Answer

  Date: 08/31/2024

  I would like to follow and state that Nelson Mazda did put a new engine I my car with one year warranty as well as replaced the radio that was not working. They provided the name of the company for that as well. Thank you again for with the prompt attention to this complaint.  

• Initial Complaint

  Date:10/03/2022

  Type:Customer Service 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 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

  Date: 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 Answer

  Date: 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

  Date: 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,