Complaints

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to trade my car in and the sales person and manager told me to basically let the bank repo my car.Because my car was only worth $5,000.It was better if I just give the car up and come with my wife and get a new car.I really dont think thats a way to get a customer to buy a new car with a trade in.

  Business response

  04/01/2024

  Hello, we got the letter from your department there was no one the told this customer anything about to repo a car if a customer has upside down there is always a way to help them. I believe some customer like to say things for no reason. the choice is up to the customer to do what they like with there cars . 

  Customer response

  04/03/2024

   
  Complaint: 21400746
  
  I am rejecting this response because:
  Because your salesman told me the gentleman from ******* with the Bald head.He told me my car was valued very low.That the best thing to do is let the bank repo it cause its not worth the trade in.The guy literally said bring my wife because her credit is good and get a Car under her name.Look I dont want nothing from Mazda I just dont think that should be said to customers that want a new car.I dont need to lie sir.But what needs to be done is the right thing and not tell future clients hey forget about your credit and let the bank repo your car.************************** you didnt even come to see me when I was emailing you back and forth.
  Sincerely,
  
  ***************************

  Business response

  04/26/2024

  We have been in business for over 50 years and have higher set of morals and ethical standards than to tell someone to repo a vehicle with a bank that we most likely do business with. Perhaps there was a misunderstanding on both people involved due to the language / accent spoken by the salesman due to his thick accent. This has not happened in the past nor will it happen in the future. 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  July 14, the my Mazda 6 was serviced. After driving back home I realized that the chrome rim center cap was missing. The next day I went back to the service center to retrieve the missing piece. There I spoke with the lead service senior consultant *********************. He informed me that the technician, ****** (not sure), had issues putting the center piece on and that it may have dropped off when I drove off. Which lead to me asking, why didnt the technician notify and give the piece back to me? Upon inspecting the rims center I saw that the s**** is in properly meaning the cap was never put back on for it to drop off. ***** proceeded to take pictures and tells me they will either replace or reimburse. On July 18 I sent an email with a link to a replace for the center piece. No response. After writing what transpired in the customer experience survey, I was contacted by service director ***************************** on July 20. ****** stated that ***** is out for the week. Then after requested pictures of my rims. After I sent the pictures all communication ceased. Given the past history Ive had with this place, that outcome was expected.I have had oil change issues were they didnt top it off and I had to drive all the way back for them to finish the job. Ive had air bag issues, my air bag light was on they told me something is probably under the seat. Nothing was, I came back two weeks later for them to keep my car for a week and not let me know when it was finished. Ive had center console issues were they fix something that wasnt broken and didnt touch the real issue. Ive had communication issues, too many issues with this locations service center.

  Business response

  08/09/2023

  Regarding the complaint. Agreed there have been communication issues. I sent ****************** an email responding to the Manufacturers survey response on the 20th of July. ****************** responded and I requested her to send photos regarding the wheels due to wheels are after market. I did not receive any photos from ******************. I then found that our service manager had been in communication with her son @ ********************** and was advised on the 4th of August that the center cap was in our possession for pick up. 

   

   

  Customer response

  08/09/2023

   
  Complaint: 20406862
  
  I am rejecting this response because Mazda is clearly not being truthful in this matter. Here are the emails to confirm my interactions and to show my transparency in this situation. 
  
  Sincerely,
  
  *************************

  Business response

  08/17/2023

  I do not understand.The attached information provided by *********************** was with myself *****************************. When I requested as shown regarding sending photos I did not receive any photos. The item image **** does show the wheels but does not show who this information was sent to. I did not receive. I inquired with our Service Manager and found that ***************** sent an email to ********************* (Service Advisor)providing information on how to locate the center cap. The center cap was ordered and has arrived. On August 4th, ********* sent an email to ********************** that center cap had arrived and to pick up.
  
  From: ********************************* <************************************************************>
  Date: August 4, 2023 at 9:51:00 AM EDT
  To: **********************
  Cc: ********************* <************************************************>
  Subject: RE: Mazda 6 replacement center cap 20" rim
  
  
  Good day,
  
  The center cap for your wheel was ordered through centercapinserts.com and has arrived to our dealer. You may come by to pick it up.
  Thank you.
  
  

  Customer response

  08/18/2023

   
  Complaint: 20406862
  
  I am rejecting this response because: 

  This is ridiculous. 1st my complaint was filed on August 1, and now they are showing an email that dates August 4 stating that they have the part. Where are the emails prior to August 1 stating that they have the part. Deceitful.

  Secondly in the screenshots I clearly showed were I was communicating with the service director then after I sent him the pictures he never responded back. All I did was reply back to his email so how is it that he received and replied to the pervious emails but now he is claiming to never receive the email with the pictures that he requested. 
  

  Thirdly the situation already escalated from the service advisor up to the director. Now the service advisor is sending emails.

   All of these lies just to not admit fault over a less than 100 dollar part. 
  

  And to add a few months ago they install a new console piece in the center. This week the whole thing just popped right out. This Mazda service center does terrible jobs and are dishonest. 
  

  When and what time will you all be available to put the rim center piece put back on.

   

  
  Sincerely,
  
  *************************

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 19, 2021 I financed a new 2021 CX5 Grand Touring. Along with the car I purchased additional coverages. 4 to be exact. Road Hazard Tire Coverage - $812.00 *************** Contract - $1561.00 *** Addendum - $850.00 ******************* Agreement - $843.00 Those amounts were added to the total price of the car. Which meant that I would be paying additional APR instead of just for the amount financed for the car. In May of 2022 I went back to the dealer to trade the CX5 for the new CX 30. The finance manager ***************** stated that he would cancel the additional contracts I had towards the CX 5. Well that didnt happen. I called and emailed so many times to get this cleared up. For months !! I finally speak to him in July and he states he did cancel them back in May. Well he didnt. I spoke to ************** Services to find out that he did cancel them all, he did so in July. He is very dishonest. I even went to the dealership and sat at his desk and had him cancel the services. So for months he had been saying that he cancelled them. Per the ************** Services , he back dated them to July 13, 2022. Checks were issued to Mazda of North Miami and I never received ANY money from those coverages. On the CX 30, 2022, I took out the *** coverage again for $773.14 & *************** contract for $1454.00.I filled out the cancellation form in May, 2022 for ***************** to cancel these two coverages too because he failed to tell me that my APR was going to be 6.4%. My APR with the car 6 months prior was ****%! So now Im paying A LOT of interest on the car and on these two coverages. Well he back dated the cancellation on these as well, in July 2022. He back dated them to the May 2022 date that I had requested. Checks were issued to Mazda of North Miami. I would like to know why am I not getting the refunds. I tried dealing with Mazda Customer Satisfaction and that is a joke as well. I have gotten no where with ***************** or the customer support.

  Business response

  10/17/2022

  The customer is complaining that we didnt issue the refund immediately. I explained that the cancellation and refund of her extended services would take approximately sixty to ninety days to process. The refund will be mailed to her by the third-party companies/vendors we utilize to sell the benefits for any extended coverage other than the original warranty the car comes with. Another misunderstanding the client had was about the interest rate provided to her based on her current credit history and FICO score for financing. She was expecting a lower finance interest rate when she bought her lease with us, but she failed to comprehend that the finance rates on a used vehicle will always be slightly higher than when purchasing a new car. She wanted to pay the new car special rate, which is impossible. Per our guidelines, we did everything we were supposed to do to ensure excellent customer service and complete transparency when conducting business. I appreciate your time. Have a great weekend.

   

  Regards,

   

  *************************** | BDC & Internet Sales Director|Mazda of North Miami 

   

  20700 ****^nd Ave | Miami, *******  ***** | Phone: (305) ***************** | ******.*******@MazdaOfNorthmiami.com  

   

  
  

  Customer response

  10/17/2022

   
  Complaint: 18141542
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************

  Customer response

  10/18/2022

  The reply sent back to BBB states that the refunds would come after like 90 days. 6 months ago. I tried the dealership and for the same response. Still no money. However , I did receive two weeks ago a check for $718.18 for the road hazard cancellation. Well if you look at all of the paper work, there were 3 extra coverages that I cancelled. So I did get a refund for one of the 3.  That was for the Mazda CX 5 2021 .  I have attached the same info but for the 2022 Mazda CX 30. Nothing from the dealership but headaches. The run around s has been unbelievable! 
  The 3 rd issue is Mazda so I f back saying that my APR was high because it was a used car. Lie ! My 2022 had literally just come off the truck. 1 mile on it. Still with plastic wrap ! My credit score was 721 and I got an APR of 6.4% and I was never told that !!! i did get a letter from Mazda telling me they didnt approve the loan so I was very confused. Then I get a letter from a company I never even heard of. Valley-  they needed proof of insurance for the new car. Even though I was told that they would take care of that. They havent taken care of one single obligation. The run around and time I have spent with this company has given me so much stress and anguish. I had paid $500 a month for 7 months and the loan has only gone down $1000.00!!!!! Are you kidding me !! The payment is $478.38 and at that APR, the loan is not budging with me paying extra. If I could start this all over again I would first of all never use another dishonest financial manager named *****************. Nothing but lies from him. Its unbelievable. And the Mazda Customer Experience help desk is a joke. First of all you cant reach a person whatsoever ! So after months and months of me emailing, I finally got a reply 2 weeks ago telling me the check is in the mail. Well.. no check. 
  i have attached all documents proving that it has take. Longer than ******************************************* May. The CX 5 was done in Feb! Also you will see plenty of proof that the car is a new 2022.  

  Business response

  10/25/2022

  Hi *******,

   

  I have attached a copy of the complaint for your reference. 

   

  I have reviewed our records regarding the refund for both cars ************************ requested a refund on.  After reviewing our records I confirm both vehicles have had the requested warranties cancelled and refund checks were issued and cashed.  These checks were mailed directly to the lien holder (bank) of the vehicles at the time as the lien holder is entitled to the refund.   Therefore, the customer did not receive the checks as it was mailed directly to the lien holder.  If needed, we can provide you copies of the checks that were issued and cashed. 

   

  Best regards,

  
  ****************************, CPA

   

  ****************************, CPA | Chief ******************************* of North Miami | Mazda of North Miami

   

  444 ********* Road | Miami, *******  ***** | Direct: (305) 749-3820 | ******.******@toyotaofnorthmiami.com

   

       

   

  Attachments area

• Initial Complaint

  05/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I am in the market for a car. I found the vehicle I wanted at this dealership.I was in communication with the dealership via email and text.I received two emails, one on 5/29 at 10:24 pm saying they wanted me to review the offer and schedule a test drive. This email arrived after the dealership was closed. The second was on 5/30 at 9:04 am. It said the vehicle was available for immediate delivery. I arrived at the dealership at 9:30 am on 5/30 and was told the vehicle that was promised to me was sold the night before.I believe that the dealership should be responsible to find the same car ASAP and offer it to me for the exact same price.This is fraudulent business dealings and the BBB and the community should know that this dealership is not to be trusted.

  Business response

  06/08/2022

  Hello *******,

   

  Unfortunately, the vehicle that ****************** was looking for wasn't available upon his arrival. We are experiencing a high-level shortage of new cars due to the scarcity of computer chips, and the manufacturer is not meeting the regular supply of inventory. Our availability is constantly changing at a rapid speed. I apologize for the inconvenience this may have caused. I will keep in contact when the exact vehicle he is interested in becomes available from the manufacturer. There is none available nationwide at this moment. Again my sincere apologies. Have a good day.

   

   

  Regards,

   

   

  *************************** | ******************** Director|Mazda of North Miami 

  Customer response

  06/09/2022

   
  Complaint: 17291860
  
  I am rejecting this response because:

  The response does not explain the false offer it made to me via email in the documents already provided. 
  

  The emails were sent AFTER the dealership closed. I was there first thing the next morning. 
  

  This is not ethical or in good faith.  
  

  The response only addresses what is commonly known about car shortages at this time. 
  

  It does not address the actions on the part of the dealership and its employees. 
  

  I would like the dealership to acknowledge its actions and explain them for documentation at BBB. 

  It is important that informed consumers have knowledge of the lack of integrity displayed in this communication. 
  
  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. ↩