Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been receiving spam calls from Jake S****** Mazda's Service Dept for months and have asked to be removed from their list several times, as I am on the National Do Not Call List. On November 8, I was informed that I was removed from their list and would not be called again. When I was called again on December 9, I was informed that the calls are all automated by a third party and there is nothing they can do about the calls. A Telephone Consumer Protection Act (TCPA) violation occurs when a company contacts a consumer without their consent using automated systems, prerecorded messages, or other methods and is punishable by at least $500 per violation. I have filed an FCC complaint related to these spam calls and am seeking no further contact from this business.

  Business response

  12/10/2024

  Dear ******,

  Thank you for reaching out, and we sincerely apologize for the inconvenience caused by the repeated calls. It appears that your contact information was on file with Jake S****** Mazda Tri-County, another store within our automotive group, which led to the repeated calls. Unfortunately, we did not have your contact details on record at Jake S****** Mazda West.

  We want to assure you that your contact information has now been completely removed from both stores and all of our systems. You should no longer receive any further calls from us.

  We truly value your feedback and take your concerns seriously. If you happen to receive any additional calls or have any further questions, please do not hesitate to reach out to us directly.

  Thank you for your patience, and again, we apologize for any inconvenience this may have caused.
  
  Best regards,

  L*** S****** 

  Jake S****** Mazda West

  **** ******** ** 

  *********** ** *****

  ************

  ls******@***************

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had car troubles in Cincinnati Ohio an hour and twenty minutes from where I live. So I called Jake’s Sweeney Mazda west where I purchased the car from 4 years ago. I paid to have my car towed there since they said to come in and they would give me a rental and fix my car. So I paid an **** to get there since I was only in Cincinnati at the Emergency Vet for my dog and do not live around there as previously mentioned. I **** to Jake Sweeney West to be told they don’t have any more rentals. Next they can’t figure out what’s wrong so they need to keep it. Now I’m without a car over an hour from my house and still need to get my dog from the emergency vet. So I **** back to the vet from Jake Sweeney and call my mother to come get me. The next day I get a text report about my car. It said someone would be calling to discuss. No one did. I called and got no response so my dad helped me choose what to fix. I chose the items and sent the report back. No one ever called until my car as ready. I spoke to a women on the phone who told me I could come pick it up and gave me the hours. This is the same person I spoke to at the location multiple times. So I find a ride since my car is now an hour and twenty minutes from me and go pick up my car. When I get there they give me the bill. I proceed to hand her my card and she says “did anyone tell you there is a 3% fee to use a card”. That answer is absolutely not, had they I would have brought my check book. Or even cash. Yet I am stuck paying a fee to get my card that I was never made aware of. I believe Jake Sweeney or whoever was supposed to tell me that should pay the fee. I have no issue paying for the repairs. I feel that Jake Sweeney bait and switched me multiple times. First a rental but not given one. Multiple **** bills because of this. And a 3% fee on top of a 1900 bill.

  Business response

  10/11/2024

  Dear **** ******,
  
  Thank you for your feedback regarding your recent experience. I want to clarify that customers using a debit card, cash, or EFT are not subject to the 3% credit card fee. We strive to offer flexible payment options to accommodate our customers’ needs. Would you like to pay via debit card, cash, or EFT? We will then refund your credit card transaction.
  I understand the frustration you felt during your visit, and I apologize for any miscommunication regarding this. Your experience is important to us, and I appreciate your patience as we work to improve our services.
  If you have any further questions or concerns, please feel free to reach out. We value your business and want to ensure you have a positive experience moving forward.
  
  Best regards,
  
  Adam H**
  Jake Sweeney Mazda West
  Service Manager
  ###-###-####
  ********************

  Customer response

  10/11/2024

  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. 
  
  Regards,
  
  **** ******
  

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last year I took my **** ***** * to Jake Sweeney Mazda West for an oil change. Their service representative told me the oil pan drain plug was stripped and that the car will need a new oil pan. Jake Sweeney Mazda is the only place that was changed the oil in the car since I purchased it from them new (I have the documents to prove it). So if the oil pan was damaged, they are the ones who damaged it. Jake Sweeney Mazda has not responded to any of my emails or phone calls. I recently took the car to another shop who told me the oil pan needs to be replaced and it will cost over $1000.00. I have had other automobiles that have had more miles on them then this one, that also had aluminum oil pans that I have changed the oil myself that did not have this problem. So if the oil changes were done correctly this would not have happened. Other shops including other Mazda dealers agree.

  Business response

  09/26/2022

  To counter on this issue, I am just curious on why someone would wait from Feb of 2021 until recently "2022" nearly a 1 year and 9 months to address this issue.  However, it does raise some curiosity on who else may have inspected or worked on *** ********* vehicle from February of last year.  *** ******** would be correct, we have done oil changes on his vehicle since he purchased it new in 2007. And during that long stretch of services "14 years" this is the first and only time we recommended something beyond an oil change. After 14 years a vehicle is going to need repairs, unfortunately aluminum oil pans with steel drain plugs tend to wear out.  We have also recommended normal wear and tear repairs, brakes, tires etc. because we take our customers safety seriously, and want our customers to be educated on services needed for the longevity of their vehicle. However, it is not uncommon for *** ******** to decline these services and routine maintenances, which sometimes leads into other problems. *** ******** called in August 2022 and told our Service advisor that he took his vehicle to another shop, and they quoted him $1000.00 for a wore out oil pan. It is very unfortunate that we told *** ******** the same exact thing on his last visit at our dealership in February 2021, that his oil pan is worn and will need replacement. *** ******** opted out from having the repair done.  Please see attached service records and recommendations for *** ********, including the oil pan repair recommendation.

   

  Thank You,

  Greg S******

  Customer response

  09/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** ********
  

  Other shops including another Mazda dealer agreed that if the oil changes were done correctly, the oil pan would not have been damaged. I raised the issue with Jake Sweeney Mazda immediately after they told me they had damaged my oil pan, but they did not return several emails or phone calls. On two prior oil changes their service department failed to fasten the shield under the engine correctly. On one of those occasions, at highway speed the air forced the shield to folded under the car. I had to pull over and crawl under the car to remove the shield. On another occasion they did not replace any of my chrome valve stem covers after checking the tire pressure. It has been my experience that their service department is not conscience in thier work. As a result, my family will not be doing business with any of the Sweeney dealerships in the future.    
  

  Business response

  09/28/2022

  We have to come a solution that both parties have agreed are fair and reasonable. Our Service Department Manager Adam Hub contacted *** ******** this morning, we quoted him $250.00 plus tax to install a new oil pan on his **** ***** *. We have dispatched the part and will schedule at *** ********** convenience to have installation completed. Thank you for your assistance in resolving this matter. In closing we ask if everyone is satisfied with this end result, to close this complaint.

   

  Thank you

  Greg S******

  Customer response

  10/08/2022

  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. 
  
  Regards,
  
  **** ********
  

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for service on Tuesday 5/10. The ac/heater blower motor was hitting something and making a loud noise. Turns out a mouse had made a nest in there. They cleaned out the nest and disinfected the compartment. When I picked up car Wednesday 5/11, I paid approximately $1200 for the repair. As I drove off the lot, I turned on my radio only to find it no longer works and the display was no longer working. I returned back to service immediately. They were able to get CD player working which is what I listen too but said they would need to order a new display. They called Friday 5/13 that car was repaired and told my husband everything was working. I paid another $275 for this repair. I started the car up, and while the CD player was working, the display was not plus I noticed 2 of the 3 air vents in center console are now broke. I spoke with service advisor and service foreman. I asked for credit on today's repair but was told they did not check when car was initially brought in if these items were working and "it is a 17 year old car with 170K miles on it." They want me to bring car back so they can remove display and send it back but I am concerned about what further damage they will do to my car and then claim no responsibility.

  Business response

  05/14/2022

  I was able to discuss *** ********* concerns with my service foreman and the master Technician who performed the repairs on her **** ***** *.  It was brought to my attention that the *********** **** ***** * was diagnosed with a loud noise coming from the blower motor unit near the cabin when it was brought in for diagnosis on 5/10/2022. After removal of the Glove compartment, it appeared that a rodent had been occupying the vehicles cabin for quite some time and did extensive damage to the insulation of the cabin (pictures attached). However, there was no mention of the radio being a problem, so my technician repaired the blower motor, installed a new cabin air filter, and even deodorized the vehicles cabin because the vehicle had a very unpleasant smell. The vents were all intact and were given back to the customer in the same condition, as they were in when it was brought in for repair. On 5-11-2020 the customer came in and paid for the repair and took off in there vehicle. However, soon after the customer came back in and mentioned that the cd player was not working, and the screen was very faint.  This was the first time anything was mentioned about a radio, our first repair order was to diagnose a noise coming from the blower unit, not a radio. My service Manager, believes that the rodent may have compromised other areas of the car.  However, he wanted to make them happy so he agreed if *** *********** would pay for the radio unit, Jake Sweeney would install the unit at no charge. After installing the new radio unit, the vehicle still had the same problem, faint display, but the CD player portion of the unit worked, so *** ********* said that "was all she cared about was the cd player working." Few days later, customer was still not happy. So, we decided to give the customer the option to install there old radio unit back into there car, and take the new one out which the CD player portion works and give there money back . My staff has diligently tried to give this situation the best outcome.  

   

  Regards,

  Greg S******

  Customer response

  06/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** *********

  --
  RE: ID  ********
  
  Hello,
  I attempted to reply to the business response but only had the option to either accept or reject their response.  I would like a chance to point out a couple of things from Mr. Sweeny's response.  First off, no mention was made of an issue with the radio or display module when the car was dropped off because there was no issue with these items when the car was dropped off for service.  It was when we picked the car up and I turned on the CD player that it was not working and the display was not working as well.  We immediately returned to the lot within 5 minutes time.  The service department was able to get the CD player working but not the display.  They offered to get a new display module (not radio as Mr Sweeney indicated) and install for $275, we consented and the car remained in their possession.  It was supposed to be ready for pick up on Thursday (5/12) but the piece did not arrive from PA. The car remained in their possession.  On Friday (5/13) they called and said the work had been completed.  My husband asked service advisor if everything was working and she said yes.  We went to pick up the car, paid in service to obtain my key.  As soon as I started the car, I immediately noticed the display was still not working, not a "faint light" as described by Mr Sweeney but no display readable at all (see attached image).  I noticed my center air vents were closed, I always have them open, and when I opened them, I noticed 2 of the 3 vents were broken.  Mr Sweeney himself said the vents were fully functional when car was dropped off and it remained in their possession until returned to us after second repair.  We never left the lot, despite Mr Sweeney's claim that we returned a few days later still not satisfied.  I requested a refund for the second service job which obviously was not completed to satisfaction as display is nonfunctional.  Instead of his staff working with us "diligently," as described by Mr. Sweeney, we were dismissed with a "we don't know for sure they were working when you brought the car in," and "well it's a 17 year old car so you can expect things to break."   I requested refund only for the display module service ($275) not the initial $1137 repair on the blower.  I did not ask them to fix the vents which were broken in their care.  They did offer to remove the display module they had just installed but the service advisor made it clear to my husband that this offer was only good for Saturday 5/14.  I had plans for that day and was not available to bring my car back in.  In addition, I do not trust the service department to perform any additional work on my auto given their dismissive and cavalier attitude, "it is a 17 year old car."  
  
  A solution I am willing to consider would be to take the car to Sweeney ***** in Tri-County to have display module removed and old unit reinstalled but do not believe I should incur additional costs.  Another option I would consider is to see the receipt for the display module delivered to Sweeney West and I will reimburse Sweeney West for their wholesale cost, in cash for the module, not the retail or dealer markup cost but only after they reimburse my card.  
  
  Thank you for your assistance in this matter,
  
  ***** *********  
  

  Customer response

  06/01/2022

  As discussed in phone conversation 6/1, we were able to reach settlement with the business.  While I would not call the settlement satisfactory, it is one I can live with.  Basically, the business offered to refund the charge for work performed on the display module but I would have to let them once again perform work on the car to remove the non-functioning display they had replaced.  I was not willing to have them do further work on the car as they damaged it both times they worked on it. First they damaged the display module while working on blower unit so that the display module no longer worked.  Then they broke 2 of the 3 center air vents replacing the display module and the new module also did not work.  Prior to the initial work, the display unit was working without issue.  The business did agree to refund the difference between what they charged for the new display unit and what they paid for it.  Once again, I would not call this satisfactory as I am out over $200, have a nonfunctioning display module, and have 2 broken air vents, at least my car will not sustain additional damage.  I am also hopeful a more competent service department will be able to repair the damage done.  At this point, no further action is planned. Thank you for your interest and assistance. 

*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. ↩