Complaints

• Initial Complaint

  07/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I first had a problem with my BRAND NEW Mazda 3 2018 hatchback on June 16th 2021. I was having a problem with my hatch lock not working(TRUNK INOP as per BULLETIN). I was told the problem wasn't the hatch itself but was a the mechanisms in the doors. I was told that they would replace the drivers side first, and if that didn't work, they(St. Catherine's Mazda)would have to change the passengers door mechanism, as the next step(TRUNK INOP as per BULLETIN). The problem persisted, on June 13th 2022 I had an appointment to get the issue looked at, along with another problem I was having at that appointment. During that visit, I was told it works, I said it doesn't work all the time though(clearly a safety issue), the service manger Jeff, refused to replace the passenger door part as the next step from the TRUNK INOP BULLETIN. I went to the car and sure enough it did not open, tried multiple times, at that point I went back in to get Jeff, and when he came out it worked, so he said "its fine! and your just not giving it time"(meanwhile he already knows there's an existing problem). I know this is a safety concern in my new car, I leave there and immediately call ********** ****** the man I talked to asked me to take a video of happening and send it to him, I did, then they made an appointment for me to go there. After them connecting the IDS to the vehicle data logger, they found they could make the mechanism to act up! Then billed me for a diagnostic, that could have found the problem in St. Catherine's! I was sold a third party warranty that's only good at Mazda St. Catherine's, so I had to pay $169.50 to get the diagnostic to bring back to Mazda Catherine's so they would actually fix it! This all could have been prevented had St. Catherine's hooked my car up to the IDS, now I'm out that money my time and gas and no one is willing to own up and reimburse me, had the service manager properly diagnosed the issue. I have all receipts and work orders!

  Business response

  10/02/2023

  We have records of fixing this vehicle and her third party warranty paid. When our master tech first looked at the vehicle he could not duplicate the concern and therefore could not repair it under the warranty. ********** could have claimed her diagnosis with her third party warranty. It was their decision to not claim. We claim for guests who have warranties from other companies all the time. This issue is with ********** not with us. We have followed protocol for warranty repairs.  
  Sincerely, 

  Cheryle

  Cheryle S.

  Vice President

  St Catharines Mazda
  
  

   

   

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