Complaints

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a pre-owned 2021 Mazda CX-5 from this dealership for $28999.91, on Oct 26, 2024. Before purchasing the car, the salesperson showed me the inspection report from their service department showing that the car has no problem other than tires and brake pads, and they have already changed these parts. Therefore I bought the car. However, at the same day I paid the money and drove the car home, it broke down, showing multiple malfunction warnings, and was very dangerous as it cannot accelerate. The car was towed back to the dealership to have inspections. Then they told me that the car has coolant leak and cracked cylinder head, which means the car has already had engine problems. They sold me a car which is not drivable and unsafe to drive, and their inspection reports are misleading. Then they told me that they will do the repair, but after more than 30 days, they even have not started the work, and finding every excuses to postpone the schedule. Meanwhile, the vehicle registration is also a mess. The application form was with miss-spelled name, incomplete address, totally wrong driver's license number. I called them multiply times, but nobody cares about the case. They always say they will call me back, but never did ******* short, they showed me miss-leading reports to persuade me purchase the car, then sold me a broken car which is unsafe to drive, and registered the car to a wrong person. They refuse to communicate and solve the problem.

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Reported to the dealership that our vinyl seat cover on the drives side of our CX-50 was defective. Report that this defect was a frequent issue with other 23 CX-50s. Walkers Inform me they contact the warranty department and they stated this not a warranty issue. Told to contact Mazda corporate, which I did, they stated that this was the first time this issue was being ***orted. I offered to share the numerous ***orts of this issue occurring, the *** wasnt interested. I asked to speak with the warranty department and he stated they have no way of contacting or communicating with that department at Mazda.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I traded in a car I initially purchased at Walker's Renton Mazda. The following week I tried having my extended warranty for the car I no longer own refunded, as recommended by the new dealership for my new car. I called several times and left several messages and each time was told someone would call me back. I have NEVER ONCE been called back from Walkers Renton Mazda and almost a month later don't even know if they are processing the refund which is extremely frustrating. I've talked to their finance director, and even went in to fill out paperwork for the refund, and I cant get anyone to tell me whether the return was even processed. It seems as though they are deliberately trying to avoid talking to me and processing the return.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  To Whom It May ********* am writing to lodge a formal complaint against Mazda Walkers Dealership in Renton for a recent experience that not only breached our agreement but also undermined my trust in their services and Mazda as a brand. On 3/4/2024, I took my 2022 Mazda CX-9 Turbo, for which I paid $6***** in 2022, to the aforementioned dealership for an oil change, specifying my preference for full synthetic oil, which is recommended for ***** miles of usage. The service was quoted at $120, a price I agreed to based on my past experience with the same service at this dealership.After a 90-minute wait, I was informed the service was complete. Upon inspecting the service sticker and my receipt, I discovered I was provided with a synthetic blend oil change, recommended for only ***** miles, contrary to what was agreed upon. This blend is significantly cheaper at $89, yet I was charged for the full synthetic service. This discrepancy prompted me to verify the information with another Mazda dealership in ********, which confirmed my concerns about the pricing and product mismatch.Upon confronting the service personnel about this issue, I received unsatisfactory and evasive responses. Initially, I was misinformed about the oil recommendation for my vehicle, and then told the selection was beyond the service advisor's control. My requests to speak with a manager were initially rebuffed, and when I finally reached a manager, I received no acknowledgment of the mistake nor a commitment to rectify the situation. Furthermore, promises made by the sales team to address and resolve my complaint have not been followed through, as evidenced by a lack of communication back to me as promised.This experience not only reflects poorly on the dealership's commitment to customer satisfaction and integrity but also raises concerns about the potential impact on my vehicle's performance due to the use of a lower grade oil than is appropriate. The handling of my complaint underscores a broader issue of disregard for customer concerns and accountability within the dealership.I am seeking a full refund for the service charged and not correctly provided, and I expect the dealership to take responsibility for their actions, including ensuring such discrepancies and customer service failures do not occur in the future. I will be taking my vehicle to another dealer to correct the oil change at my expense due to the lack of trust in Mazda Walkers Dealership's services.I trust the BBB will assist in facilitating a resolution to this matter that acknowledges the gravity of the situation and the importance of customer trust and satisfaction.Sincerely,********************

  Business response

  03/19/2024

  Mr. ********* did receive an oil change from us on 3/4/2024. After further
  review of this service visit it was determined that the customer in fact did receive a
  conventional oil change on the vehicle which is what the Mazda *************** Schedule
  States to be done. The customer, however, requested a ****************** was to be used in
  the vehicle and was not, due to an internal error in our system. We agree that the cost of the
  oil change that Mr. ********* paid for with us at Walkers Renton Mazda and the oil change he
  received from a 3rd party to correct the incorrect oil Mr. ********* wanted in his vehicle should be reimbursed and we are happy to do so.
  We would need Mr. ********* to provide us with a copy of the receipt of the oil change
  done by the 3rd party repair facility so we can reimburse him that cost.
  
  Thank You
  ***********************
  Service Director
  Walkers Renton Mazda

  Customer response

  03/25/2024

  I appreciate the response from Mazda.
  
  I don't want them to pay me for the 3rd part oil change. They can just refund me what I paid to them. I am okay with that. Thanks
  

  Customer response

  03/25/2024

   
  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.

  Mazda doesn't need to pay my third party oil change. They can just refund me what I payed for them.
  
  Sincerely,
  
  ********************

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date Of Transaction: August 6th, 2022, August 11, 2022 Amount Of Money Spent to and from dealer to mechanic shop, Towing ******, Car Parts $500.00 Nature Of Dispute: Misinforming me with false diagnostic on car repair of vehicle. See Upload document

  Business response

  02/08/2023

  Tell us why here...To whom it may concern:
  ***************************** brought his vehicle in on August 6th  with some concerns with his vehicle. We brought the vehicle in and did the diagnostic.  We determined it needed multiple repairs and showed ***** the estimate.He decided to decline the repairs and had his vehicle towed away in its current torn down condition to a **************. He was charged $189.92 for the diagnostic time.
  
  
  Sincerely,
  
  *****************************
  

  Customer response

  02/28/2023

   Date: 2/26/2023
  Re: Decline response from ****** Renton Mazda statement from:  *****************************
  From: *****************************
   
    In response to the representative from ****** Renton Mazda by the name of ***************************** the finding of his response is inaccurate.
  On the diagnostic report there listed Item where future repairs needed to be done, it was not the repair to get the car started.  On the report it lists a fuel pump to get the car started, it was stated by ***** who works in the repair shop that the car main issue was the fuel pump, he referred me to the best place to take the car by going to ***************************** Only, for the repair, as they refer customer there all the time. I never refuse service from ****** Renton Mazda; I only took there advise. 
  When I had the fuel pump replace the car still did not start come to find out there was nothing wrong with the fuel pump it was still good. But the car still did not start.
  Being the customer why would I believe the other items that are list on the diagnosis report is needed to be repair if they stated on the diagnostic report stated the fuel pump needed to be replaced when that was inaccurate and miss leading.
  How could my vehicle be torn down when I drove the car to ****** Renton Mazda for a diagnostic. The vehicle sat there for 4 additional days in between that time I called and checked on vehicle I was told my car was fine it was starting, and I could come pick it up. The Day I picked up my car it would not start, at that time I requested ****** Renton Mazda to do another diagnostic with a specialist. The finding from being diagnostic by a specialist was they could not figure out what was wrong with my car, and I should take it to another mechanic. 
  In conclusion: This was told to me after I had spent hundred of dollars and loss of work and wages. All wanted was up front honest service. 
   
  Thank You, ********************;
  

  
  

  Business response

  03/14/2023

  To whom it may concern:
  As we stated in our original response, we inspected the vehicle and determined that it needed a fuel pump. Until we install the fuel pump there is no way to know if there are other problems. Diagnosing a vehicle is not a perfect science, we sometimes must repair one item before we can continue to diagnose the problem.If theres not any fuel going through the fuel pump the car wont start. But there could also be other reasons why there are other starting issues. We werent given the opportunity to repair the vehicle to determine what was causing the no start problem.
  ********************* chose to take his vehicle to another shop and have it repaired we have no control after the vehicle leaves our premises.
  I have attached the repair order, the estimate, and the inspection report.
  

  Customer response

  03/19/2023

   
  Complaint: 19344458
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

*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. ↩