Complaints

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I would like to make a complaint about Ramsey Subaru of **********. I spent thousands of dollars trying to fix my car. They never fixed it and then after their last attempt they stopped all communication with me. Ive now had to sell the vehicle to a junk yard as a result. Ive contacted their customer service department. *** contacted the service manager and *** even contacted Subaru of America for a complaint. After each attempt they said it was fixed. Each attempt did not fix the car and cost me a lot of unnecessary money. Its been extremely frustrating and a very poor experience.

  Business response

  04/29/2024

  I see that we performed 2 repairs on this vehicle in regards to it not starting, was the vehicle again not starting after the repair performed in February? If so were we notified? 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  in June of 2023 I took my 2018 Subaru Forester in to ************ Subaru for routine maintenance. The mechanics at that shop found problems with the vehicles AC unit. They fixed some of the problem but not all of it.August 22, 2023 I am driving cross country (back to my home). The country is in a heat wave and it is 97 degrees when my AC completely goes out. There is not a service station for 140 miles (over 2 hours). Subaru's incomplete maintenance forces me and my passengers into a high risk health situation - with the interior car temperatures are well over 100.I make it to Ramsey Subaru and they fix my compressor but fail to inform me of AC compressor recalls for 2014-2018 Subaru Foresters. Which extents the warenty of the Compressor to 5 years. I purchased my forester at the the end of 2018 - which would make my compressor still under warranty.Attached is proof of payment with dates and times. I am requesting a full refund for the compressor, its parts, labor and tax.

  Business response

  08/29/2023

  All warranty coverages were investigated: factory, extensions and recalls. No coverage was found for the air conditioning compressor. We placed a phone call to the customer. We confirmed that the warranty extension referenced in the complaint does not apply to this vehicle. The customer stated that his issue was not with our dealership, but rather with the product itself. We discussed an avenue with the vehicle manufacturer to voice his concerns related to the compressor failure. Customer was satisfied with the outcome of our repairs to his vehicle and will pursue a different method to resolve the product complaint with the manufacturer.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I made an appt with ramsey mazda service **** for 7/19/23 to have rear brakes (rotors/pads), spark plugs and a retaining clip replaced on my 2011 ******* sonata with the parts I purchased at autozone. I had my car towed there on 7/18 because the battery had died. I called them on 7/19 from work to confirm they had recd the car which they had. I went over what I was requesting be serviced with *** in the service ****. I asked about some things I wanted to add, but they said they couldn't do those things. She told me the estimate was around $400 for the labor. I explained I had some e-gift cards for $300 from mazda corporate I was planning on using to put toward the total. She total me that sounded good. She told me she would lmk if the price went any higher. She said she would take of me to get this done. A couple days later I received a couple texts about a couple inspections that had been done that I ****** requested. One of the inspections was priced $449. I got a call from a **** who said the brake parts I had gotten were for the front brakes. He said *** was out on funeral leave for 3 days. I told him I had ordered them from autozone for this car. He called me back and told me I had been correct. The parts needed were emergency brake shoes. I said I would get those parts and bring them in to be put on the car. When *** returned she called to tell me the rotors and pads were still wrong. She said they'd exchange them for me. After a week and a half, I was able to get my car on 7/29. They sent me an invoice for $1300. I explained to them that there were lots of charges for things I had not requested. *** got the total down $800+ still including services I hadn't requested. She got it down to $428. I paid the $128 and texted kat copies of the egift cards at her request. She said she would take care of it. She called me monday to say the egifts were only for my mazda. They now want me to pay $300 instead of accepting the egifts. I want them to use the $300 egifts.

  Business response

  08/15/2023

  The **gift card from Mazda is only good for use on Mazda's specifically as it is directly from Mazda's corporate. At the dealer level we have pulled strings with Mazda in order to apply this 300 dollar **gift card to the work needed on *****'s ******** The payment will be processed today 8/15/23. We are happy to do this to continue to earn the trust and good will of ***** as a valued guest and customer.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I built a mazda3 sedan on mazdausa.com and ordered it through the ramsey mazda dealership in *********, **** on 1/25/23. The total of my build was $31,795 including 8 accessories. The base msrp was $29,400. I was told the car would take 3 months to arrive. At the end of March, I received an email saying it would arrive at the end April. When I called at the end of April, they said it was stuck at a port in mexico and no one could do anything about it. My case manager, ***** at mazda corp said it had already been built as ordered, but was stuck in port. The dealership said the accessories could be holding it up. So I received contradictory info. The dealership tried to sell me a different mazda3 with some of the accessories I wanted. I decided to wait for the car I ordered. On 5/25/23, I got a text my car was at the dealership. I went to pick it up on 5/27/23. I met with the finance guy and noticed the msrp was different on the invoice. He got the salesman, *********************************** who explained the car only had the wheel lock accessory I ordered and none of the others. He showed me a paper that said the cost of the missing accessories, $1,025 was deducted from my msrp so the $30,915 msrp on the invoice was the base amount. He said they would order the missing accessories and install them at no charge. I agreed and continued with the process to sign the papers. I gave them a $22k check, financing the rest. AFTER I signed the deal, I was given the window sticker, but didn't get to go over it. That evening, at home, I discovered it said the $30,915 included a rear lip spoiler for $375 that I didnt order. It also included a $1,065 delivery, proc, handling fee that was also not disclosed on the invoice. I emailed ***** at corporate on Saturday. She called me on Tuesday and sent me a $150 egift to use at their dealerships. She said she spoke to the sales manager who told her all the accessories had been ordered but had no shipping details or his direct number. I want $1,440.

  Business response

  06/17/2023

  Hello *****, 

  I have been made aware of your issue and we are truly sorry for the confusion and your experience. I have reviewed the details of your case and believe the cause of it was due to a miscommunication between us as the dealer and the Mazda as a manufacturer. However, regardless of the reason for the miscommunication, we truly value your business and your trust. We would be more than happy to compensate you for the $1,440 and install the accessories as promised. 

   

  Please feel free to connect with me for any needs in the future.

   

  -*************************

  Ramsey Mazda

  Customer response

  06/19/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle 05/16/22. A certified pre owned vehicle and it claimed to have new tires on the vehicle. I have, at this moment put **** miles on the vehicle and having tire issues and come to find out these are the original tires on the vehicle and have 50k plus miles. *** dealership will not help and they laughed on the phone to me and again claimed these are new tires and to get them looked at again but it would be an expense to me. they seemed to have falsely filled out the pre owned paper work and will not assist. I can bring the vehicle to the shop but they have not allowed me to and it is not the shortest drive either. I have been to multiple car establishments and they all **** the tread the same and these are the same style and type of tires originally on this vehicle and have been told there is dry rot as well. I keep the vehicle in a heated garage and again have not driven much as i work from home.

  Business response

  12/16/2022

  We replaced the tires for **************

  Customer response

  12/16/2022

   
  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. The service center and more specifically ***** was nothing short of helpful and respectful. It took a little back and forth but I appreciate the help and look forward to doing business there in the future. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Vehicle was purchased 9/25/2021 from ****** Ramsey Mazda, *******************************************************************. Around 7/15/2022 it was discovered that we already had *** insurance through our auto and home insurance company so a call was placed to the *** insurance provider, ****************************, ***** ************************************************************, 1-************ where a customer service representative stated that I would have to contact the dealer, Lithia Ramsey Mazda, to request *** insurance cancellation. I called and spoke with customer service at ************, who said they would have to transfer me to Finance for cancellation. I left a message because of no return call. About a week later 7/22/2022 I called again and spoke with the original sales person who also stated I needed to speak with Finance in order to cancel. I left another message requesting a call back. I never received a call and reached out to their online support on 9/13/2022 and let them know I needed someone from Finance to contact me about cancellation and still have received no word back. I want to cancel and am being charged for a service that I no longer need.

*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. ↩