Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I honestly cannot recommend this dealer. I went in with good faith and a desperate need of a decent but reliable 4x4 and these guys sold me a non-solution for $24,000 dollars with a preexisting issue and catch-22 that I cannot find a fix for nearly four months later and no after market solution either. It also hurts my ability to unload and off board the vehicle or resell it. As of November, I have not received a response from the dealer since September. More details will be added to this review. Early on they seemed to have a desire to help me resolve this situation, especially when they replaced the engine mounts thinking that would solve the problem, but it did not. Once the lender closed the deal and CardinaleWay took the money, thats when the dialogue and follow-*** stopped. Since then, not a peep after repeated phone calls, emails and no response!As a last note: ******* the Salesman and **** in the ****************** were my last and final follow *** but both contacts have remained non-responsive as wellThis issue remains unresolved. This whole experience has forever ruined my desire to deal with another traditional dealership. I am forever done with this old school model of business.1

• Initial Complaint

  10/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  When making a deal on a new mazda, the salesperson an I discussed the following terms: 1. Provide a protection package (which they call prepaids and install on all cars that they sell, said the salesman). This package protects the door edges and cup holders. 2. Provide a towing package. This can only be installed by the dealer to prevent any warranty issues. The towing package had to be ordered and I signed a paper for that. Since the car had just been unloaded off the truck, it didn't have the protection package yet. The salesman said he would call me when the hitch came in, so I figured I could get the protection package done at that time. Well, it has been 7 weeks now with no call for me to do this. I'm starting to think that they never will. We need to get this resolved, since my wife has chipped one of the doors already. The date I bought the car is 9/1/2024. I paid $36,400 for the car, which is close to MSRP.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3 days after I bought a car I stoped back to have my extended warranty removed. Since then I have contacted the dealer 4 times to correct the billing. Each time they said they would have it removed and billing adjusted but it never gets done. I do not want to file a complaint,but you are my last hope

  Business response

  09/05/2024

  Hello,

  We have processed the cancelation as of the date originally requested. The cancelled amount will reflect to the consumers account as a principal payment. Our staff will reach out to ******************** to explain the process with greater clarity.

   

  Jeremy Hough

  General Manager

  CardinalWay Mazda at Peoria

  Customer response

  09/05/2024

  
  Better Business Bureau:
  
  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.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a vehicle by cardinaleway Mazda in Peoria AZ and was lied to about the condition of the vehicle and have spent over 6k in fixing mechanical issues that the dealership did not disclose to me

  Business response

  06/12/2024

  We at CardinaleWay Mazda at Peoria have had no direct correspondence from **************** citing any details of such issues as is typically standard when a consumer has a grievance. Had **************** reached out to the dealer directly, we could verify what transaction this issue pertains to. We cannot locate any records in the name of *************************. When given the opportunity to take care of our customers beyond the sale here at **********************, we take great pride in going above and beyond to make for sure our Customers need are met. However, disparaging claims with no mention of detailed accounts of specific issues and outlandish demands of financial reimbursement based on claims with no substantial way for us to verify the validity of such, are unrealistic. We request he at minimum **************** reach out to our staff directly so that we may validate what transaction if any that this pertains to, and request reconciliation with directly before involving a source of mediation as per usual means of communication.  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  4/27/2024 Cardinale Way Mazda. Peoria, AZ, prematurely took $1000 dollars from me for a car where a deal was not finalized. They said I could go sign for the refund. When I went they changed their story. There is no sign they are working on a refund.They have been lying so they can keep the amount.If someone for BBB could help me retrieve this amount that does not belong to this company I would appreciate it.

  Business response

  05/08/2024

  This refund was issued immediately. It takes the consumers personal bank a couple days to process the refund. ****************** has been provided a refund receipt as well. Matter resolved as far as dealer is concerned. Please advise

  Jeremy Hough

  Customer response

  05/08/2024

  
  Better Business Bureau:
  
  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.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 Silverado with 33k miles. 5 months later the transmission breaks down and took it to Chevrolet where I was informed the transmission was destroyed and that several check engine lights had been deleted and stored away/ hidden. I contacted Mazda and spoke to manager ***** who explained to me they will not reimburse my monthly payment nor attempt to speak to the loan company as I have been paying for a vehicle I purchased without the absolute to enjoy it for months now. I was advised its part of being a truck owner and that they have good mechanics that check the vehicles before sale. No explanation on why there was codes hidden or delete form the vehicle before selling it to me. Overall I feel lied and disrespected about my purchase as these are problems they should have fixed and reported to the seller. In top of this I am moving and need my truck which is in the shop. Now I have to fork up more money to cover my uhaul rental due to not having my truck I bought. Very upsetting getting lied to.

  Business response

  06/12/2024

  We are very sorry to hear of the mechanical issues **** is experiencing. When selling pre-owned vehicle we fully inspect and repair active issues. Sometimes when those repairs are made, codes in the vehicles operating system are cleared. We believe that is what is being mentioned here. We make Warranty options available to our customers that can provide for rental car reimbursement in the event of a mechanical failure. Unfortunately we do not make it a practice to cover financial obligations during such circumstances. We hope that **** is able to enjoy her vehicle once the dealer providing this repair service completes the work. We propose no solution available at this time. Thank you.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a Mazda CX-9 several months ago from CardinaleWay Mazda Peoria. From the getgo it was one issue after another, one broken promise after another. Finally the general manager stepped in and began following through with getting my wife and i what we had been promised. But part of those promises were to fix the squeaky breaks on the car. As the car slows to a stop, the brakes squeak horribly, We've had our car in not once but twice to manage the issue. Both times we were promised the problem had been resolved and both times within a day or two, the brakes started squeaking horribly again. Both my wife and I have reached out to Jeremy, but he has not returned our calls or texts.Unfortunately we're stuck getting out oil changes here, as we purchased a service plan, but at this point I would never patronize this establishment again. They do not follow through with their promises. While Jeremy probably believes he's gone above and beyond, the truth remains that we were promised our brakes would be fixed (among other things) and two trips later, that has not yet happened and now it would seem they've washed their hands of us!

• Initial Complaint

  10/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  It has now been over a month and a half of waiting to have my deposit returned from this dealer. Car was purchased July 2nd and returned July 25th with the promise of my down payment being returned and still NOTHING. No contact from Jeremy Hough or anyone. Beware! This dealership does spot delivery and yo yo financing scams After 16 days they decided to call and say they could not obtain funding for my loan, even tho both the sales manager and finance manager thoroughly reviewed my credit report and guaranteed I would be financed. I signed the contract which lays out the terms, loan and payment information. I also signed a spot delivery form which stated the dealer has 5 days to obtain financing and in the case that fails they have to give the buyer 24 hours to obtain their own. Not only did the not give me 24 hours, they also did not inform me within the 5 day period. The let you drive the car for over 2 weeks to try and get attached and then hit you with an insane interest rate and payment. I requested multiple times to have the new rate paperwork sent to me via email since I live over an hour away from the dealer and they failed to do so, stating they are "in person" only. Returning the car tomorrow and picking up a newer model, from Autonation which I paid cash for. Cardinale way has shady business practices and does not even give the buyer the opportunity for cash payment or other financing. Jeremy, I have been reaching out to you for months to get my money returned to no avail. Even involved the Attorney general. Please return my down payment. Thanks.

  Business response

  10/30/2023

  Official response: 

  *************************** and CardinaleWay have mutually agreed to cancel business with one other and our property has been returned. We have issued a Check to the consumer in the amount of $500.00 and sent it to the address on file ( *************************************************** ) Our original contract agreement was less a total $3500.00 down payment due from ******. Of which only $500.00 has only had been charged to a credit/debit card. The remaining $3000.00 was to be charged in the days thereafter during regular banking hours.Being that the loan was never finalized CardinaleWay Mazda at Peoria never collected the remaining Balance due of $3000.00. ****** disputes that she was charged in full. That being said we asked ****** to produce any receipt or verification of such charges. We were sent a document that looks to be altered by *************************** or someone communicating with us via her email. We have sent the documents in question for the ************************ to review. We are forwarding the documents to the local authorities as we believe this is an attempt to defraud the Dealer CardinaleWay Mazda at Peoria out of an uncollected dollar amount with intimidation tactics such as public slander via internet reviews and consumer protection agencies such as the BBB and ************************. Please advise as our banking records do not indicate the receipt of this additional amount. 

  Customer response

  10/30/2023

  Dear Cardinale way Mazda of Peoria, 

  The information you claim is false and the attorney generals office was made aware of the $3000.00 never fully drafting from my bank. On August 11th an email was sent directly to the attorney generals office confirming that my personal bank had concluded their internal investigation into the $3000.00 and made me aware that only the debit of $500.00 had cleared. Due to your lack of responses to multiple attempts to get my agreed upon down payment back you seem to have missed the documentation sent from their office. 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 22nd I traded my vehicle in for a used truck. After I told the salesman (****) and his manager (****) that it was above the monthly payment I wanted to pay, they agreed to cut me a check to make up the difference. After agreeing to this I was told the accounting team is gone and they will mail me a check the next week. After following up, they said they won't get me a check until they transfer the title. This was never part of the original discussion we had. It has been 4 weeks, and they no longer ************* or return my messages.

  Business response

  09/12/2023

  Hello,
  
  Regarding  ********************** complaint. Unfortunately it took a few weeks longer than anticipated to secure title from the ******************. Everything has been resolved on behalf of ****** at this point.
  
  Thank You!
  
  Jeremy Hough
  General Manager
  CardinaleWay Mazda at Peoria

• Initial Complaint

  11/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Disappointed, taken advantage of, & disgusted by the greed of money is an understatement. In July of 2021 I purchased a vehicle from CardinaleWay Mazda. Upon finalizing the purchase the sales person manipulated me and deceived me of many things. 1- as we were test driving the base model cx 30 which I was uneducated about & relied on a sales representative to inform me about the car he proceeded to lie to me when I asked if the car has blind spot monitoring. He said “the lane keep assist and blind spot monitoring are intertwined” COMPLETE LIE which I found out too late. That’s the sprout of the issue. Recently I moved to the city of New York therefore making it unnecessary for me to own the car. I sold the car to Carvana, they offered me more than my loan, they paid off my loan with Wells Fargo. I proceeded to call CardinaleWay Mazda Peoria after the sale was finalized and I seen the loan was closed out in Wells Fargo to get refunded for the near $6000 in aftermarket purchase warranties they added to my car purchase in July 2021. The product costs $2,478 for 7 years. I owed the car from July 2021 to October 2022. I have been cheated out of hundreds and hundreds of dollars because this warranty will not be used by me anymore, the car is sold. The bottom of the warranty states “the purchase of the product is not required as a condition to obtain financing on your vehicle”. I told a finance representative about the misconception of this and how what I signed which I will attach to this did not state I cannot get refunded for this aftermarket purchase and that in fact I did not need this aftermarket add on to purchase the car which they said I did. It is not apart of the vehicle cost it is extra and he is telling me I cannot get refunded because it is apart of the vehicle costs which is incorrect I will attach all financial paperwork below. I just want the right thing to be done. I want my refund on a product that will not be used.

  Business response

  11/14/2022

  Good morning,
  

  
  This is the first I have heard of the issue of the vehicle not having something it was equipped with or the aftermarket issue. The aftermarkets are what are called noncanceables which are tint, interior and exterior protection, VIN etch that is on the vehicle. I cannot prorate the cost of tint as it is on the vehicle. It would be like saying I am going to refund you for the use of the tires since you didn't use it all. With that being said what is it that you wanted as we always look to help our customers. It just makes it difficult without brining up the issues a year and a half later. I can't help on a feature if you or the sales person said something or didn't say something.

   

  Thank you!

   

  **** *****

  Customer response

  11/14/2022

  I did not ask for the that ridiculous protection on the car. If you take a look at the sales receipt, the price of the car differs from the separate price of the aftermarket additive. Why is that different ? I don’t see a different price for tires . That is a very poor excuse to compare adding 2,500 to the cost of the car itself I’ve seen you use that example on someone previous in a complaint, just sad to constantly use that as against customers. & curious to know what would you have done about that false advertisement? I didn’t realize that is was bs until about 3 or so months into owning the car. What would you have done at that point ? Give me a new car ? 

*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. ↩