ComplaintsforBerglund Ford Mazda

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  02/14/24: Purchased a new CX-5. Arrived around 3:00PM and drove off the lot around 8:30PM. Car was great. Sale good. No complaints. BRAND NEW 2024 vehicle on their lot barely a month. 03/02/24: Planned to wash my car on this day. While at the laundry washing a comforter to store for the season, the noontime sun revealed a bunch of scratches on the hood of the car. This is damage caused (likely) by taking the car through a brush-style car wash or improper detailing. I reported the damage IMMEDIATELY, via text to my salesman. I was asked to bring the car over to have this corrected. 03/05/24: Delivered the car and left it for correction. It was returned to me two hours later (evening). No way to inspect the repair at night. 03/06/24: Rained all day so no way to check damage repair. 03/07/24: Damage is still there. Contacted salesman again by text. Says he'll speak to his manager. Later says bring back the following day, but then says weather looks rainy so delays it. 03/08/24: I asked the salesman for manager's name and again on 03/12/24. He never responded again. 03/12/24: I contacted dealership through the website and finally got a call back from the service manager, ****. Another trip to have the paint corrected results in no improvement. **** proceeds to advise me, in person, that other cars on their lot have similar damage. I asked to be reimbursed for the damage they caused or send it to be paint corrected. I contacted Mazda directly to file a warranty claim. At this point, the dealership blames the damage on ME. I had not washed my car AT ALL. Berglund had washed it THREE times. They lied and Mazda corporate advised Berglund said it "wasn't a warrantable fix because I caused it." Mazda says they are obligated to side with the dealership even if they are untruthful"? I paid $37K for a brand new vehicle the dealership damaged and they won't make it right. Unacceptable to blame me. Moreover, they plan to sell other new cars with similar damage

  Business response

  04/09/2024

  Ms. ***** purchased a new Mazda and later noticed scratches in the paint on the hood and door. We met Ms. ***** at the Mazda dealership, gave her a loaner car, and detailed her vehicle.Her vehicle appeared much better when we returned it to her; later she noticed scratches showing in the direct sunlight. She contacted Mazda Motor Corp, and they turned the repair down.Ms. ***** has spoken to several shops to have the repair done and feels confident that they will be able to repair it to her satisfaction. I agreed to pay the cost to repair, and I am sending the check to her directly. Ms. ***** indicated that she is very satisfied now. Thanks ****** ********** General Manager

  Customer response

  04/09/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  The only correction I might offer is that, according to my conversation with Mazda, the turning down of the issue being allowed under warranty was by the sales and service managers at the dealership; not Mazda.  Mr. **********, however, was very cordial and willing to send me a check for the cost I will incur later this month to complete the paint correction.  I am happy with this resolution. Regards, ****** *****

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited Berglund Ford Service on September 11, 2023 to set up an appointment to drop my 2017 Ford Explorer off for recall repairs, as well as a faulty sunroof, heating driver’s seat and exterior keypad. I had tried calling multiple times the days prior and could not get an answer on the phone. **** advised the first available appointment was October 4, 2023 – which I accepted as repairs needed to be made no matter the next available date. As of this writing on December 5, 2023, Berglund still has my vehicle and only the recalls have allegedly been completed. I have been using a borrowed vehicle, have used vacation time and work from home allotment waiting for vehicle to be ready. We had to back out of Halloween plans, cancel Thanksgiving travel plans, and are coming upon travel plans that cannot be cancelled or changed. We have been given false information over and over and hope our timeline will help others avoid the same experience. Our timeline of events is attached to this complaint due to character limitations. I am happy to provide it to a Berglund manager if they cannot view attachment on this complaint.

  Business response

  12/06/2023

  This responds to the complaint made by ******* ******.After receiving the complaint, the store manager and a service advisor called Ms. ****** to discuss the situation.  They explained that there were several factors that made the repair of her vehicle difficult.  For example, there were delays in obtaining parts for the sunroof and the heated seat.  These shipping delays were beyond our control.  We did receive the sunroof parts and those repairs were completed on December 5.  The parts for the seat arrived on December 4, and we are trying to complete those repairs by December 8.The store manager apologized to Ms. ****** for the inadequate communication during this process.  She was told that if her vehicle is not ready on December 8, we will loan her a late model, pre-owned Ford Explorer so that she can make her scheduled trip this weekend as planned.Ms. ****** was given the direct contact information for the manager and the advisors.  She appreciated the update.Please let me know if any additional information is needed.

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