Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/25/2024 at 954am i sent an email to Mazda of ****************** re: a recall item that My 2009 Mazda 6 VIN -----1yvhp82a195m27975------had / has. Advised the driver side gas cap area of vehicle wreaks of gasoline fumes after filling up the car. The fumes are so bad that we have to leave it parked on the street away from home as for a fear of a fire might occur. days later it starts to subside, but def an issue.Advised they had a Gas vapor recall on my car, but the dealer and mazda corp saw it was performed way back in 2011.Then on December 9th I spoke with ***** ******* at Whitten Brothers Mazda to come in and drop my car off for review as he was advised by Mazda Corp to bring car in.Brought car in and used the loaner car for a few days.On December 10th ****** from Mazda Corp said she will quarterback everything to ensure car is in reviewed adn determine what to do from start to finish. She provided Case # ********.On December 17th 2024 ***** reached out to advise loaner car needs to be returned and there is nothing that can be done to fix my car as the part needed is no longer produced / made by Mazda : part # GS3L-42-51YB or C Bottom line, I asked ****** at *********** if they cant fix it that id be willing to compromise.Give me an option to have it fixed somehow someway with a warranty or a Factory to Dealer Buy BAck to assist in purchase of another car as this car is still deemed un safe.Please advise

  Business response

  12/27/2024

  Unfortunately, without an available part to repair the Vapor line from Mazda, there is no remedy that Whitten Brothers **** has for this Mazda sedan.  We appreciate the consumer's frustrations, but we're not in the business of manufacturing automotive parts and we're at the mercy of the Mazda corporation.

  Customer response

  12/27/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [[Whitten brothers technicians did a good job checking the car and noticing the cause of the fuel vapor leak. Even though they advised the part is discontinued, the techs had a solution to make me satisfied. For an estimated $492.99 they advised they can remove and reseal the line in lieu of the replacement part. That was satisfactory for me yet they wanted to charge me for this vs covering this charge. If they are willing to have Mazda corp pay for this job I will gladly accept the offer and leave a positive comment. Otherwise, Id be glad to escalate to local news and or social media outlet until they do the right thing and fix this Mazda issue. I have the email that show the videos of the technician examining car and coming up with the solution so they can do it if they choose to.  
  Please advise when I can drop car off for this repair to be completed .]
  
  Regards,
  
  ****** ******
  
  
  
  
  

  Customer response

  01/02/2025

  Hello,
  
  I wanted to reach out to BBB to add to the file the following:
  
  If the client can source the very hard to find part, whether used or pre-owned in good shape if Whitten Brothers / Mazda Corp could agree to reimburse me for the cost of the part found and perform the labor to install said part at Mazda Corp expense to remedy the complaint.
  
   
  
  I have placed an online order for what believes to be the faulty part in question, and Im awaiting arrival.
  
   

  Business response

  01/02/2025

  Yes, Whitten Brothers will agree to install the part at no cost to the consumer if the consumer can somehow source the part.  The consumer needs to reach out directly to MAZDA North American operations regarding reimbursement for the part.  This vehicle is outside of the warranty period for Mazda and this evap line is not subject to the previous recall bulletin.   Whitten Brothers **** didn't manufacture or warranty the vehicle, but Whitten Brothers will out of a goodwill gesture provide the labor to install the part (assuming the consumer can source the part) at no charge to the consumer.  The part cost is between MAZDA and the consumer.

  Customer response

  01/02/2025

  I agree with the offer to replace the sourced part that I found online. I also agreed with Whitten Brothers that if said sourced part isnt the correct part or found to be defective prior to install, Ill accept a ****** compromise which includes removing the faulty/ leaking vapor hose/pipe/ line, then resealing /updating/ correcting said part and re-installing in vehicle at no cost to myself. Yes. This is acceptable 
  
  Better Business Bureau:
  
  I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ****** ******
  
  
  
  

*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. ↩