Complaints

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a car from them april 1st, have it financed/leased for the next 4 years. They told me at point of sale all that was wrong with the car was the suspension was bad and the exhaust was bad. Turns out exhaust is fine, but turns out my right front tires strut is just hanging loose my power steering is bad and my serpentine belt has a bunch of cracks and both my lowbeam headlights went out. They sold me a car with problems that weren't noted which means the dealership had rights to sell it to me for ***** but with all these things wrong that i found out with going to get the oil changed its definitely for sure that these things were wrong when they had it on lot just didnt disclose it my car is more worth ***** or less. I believe this is more worth fraud because they left all of it out and sold me a car way over what its worth. All of these things could not be seen without lifting the car or a full engine inspection. They told me they had their mechanics check it on sight.

  Business response

  07/30/2024

  We are very sorry to hear about the issues you are having with the car. We will be reaching out to you to set up a good time to bring it in for us to address the concerns. 

  Customer response

  07/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2-19-2024 I bought a 2013 ram 2500 with 6.7 Cummins diesel engine. It was dark when I bought it and the only things disclosed were the windows had tint on them and a plow mount was on the vehicle. The next morning I happened to be under the truck and noticed the emissions system had been removed and deleted from the truck. I called Chippewa valley Mazda and they said they knew it had been deleted and tuned and refused to pay for the repair to have an emissions system installed.

  Business response

  02/22/2024

  Chippewa Valley Mazda was made aware of the customers concern the following morning after purchase when they called into the store on Tuesday February 20th. The initial conversation with the stores General Sales Manager culminated with an apology from the dealer and the need to investigate the situation further within our reconditioning notes.
  
  Upon further review, the ******* delete was in fact discovered and notated during inspection on December 22nd 2023 however, human error resulted in it not being properly disclosed alongside the aftermarket tint, plow wiring and fifth wheel hitch when the ********* Buyers Guide was produced on January 10th.
  Given the nature of the situation and the expense associated with getting the vehicle back to factory stock specifications, Chippewa Valley Mazda has offered a 100% repurchase of the vehicle or full trade credit towards another vehicle within our automotive group.
  Unsatisfied with this resolution, the customer informed the dealer that they would be exploring alternate avenues that would require the dealer to restore the vehicle back to stock components.
  Chippewa Valley Mazda feels confident that our offer to the customer is not only 100% fair, but satisfactory for both parties involved. There was never any mal-intent on behalf of the dealership and we will continue to honor this resolution until March 5th 2024 fifteen days after the vehicle purchase date.
  

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I purchased a vehicle form them around June 27th of this year. i purchased the car with a full warranty through Mazda, for $3,000 I have put around $6,000 as a nonpayment, and a loan of $8,517.56. I have paid $918.56 towards the loan. I was sold a car that was supposedly in working condition. When I left the lot i began getting error notifications for the Drivetrain and wheel. I also noticed that the car was not up to date electronically. I had to wait about a week before they could get the car into the shop. After multiple days they called me back and told me that it needed a lot of work, and that they would need to have it for awhile to send it off to another body shop. They told me to take the car in the meantime as they didn't have a loaner available. Then after over 2 months of waiting, they got back to me and set me up to take a rental while it was in the shop. It took them another two weeks before i was told my car was done and could be taken. When i arrived it was as the store was closing for the day. I was quickly given a report paper that had no details of the work they did, and the worker told me everything was fine and that i can take it again. I started my car up and was greeted with the same exact error messages i had been trying to get them to fix. My drivetrain was setting off errors, my tire was FLAT, i repeat FLAT when they told me to take off. I drove to multiple gas stations to try and get air into the wheel, and i am not able to now, so they had to have broken my tires valve.Now after months of trying to contact them, they will not contact me back, and they are obviously unable to keep up there end of the warranty. I feel completely ignored and helpless. i have months of chats saying they will reach out to help me without anyone actually getting a hold of me.

  Business response

  10/19/2023

  The first repair order for the customer's vehicle was created on July 7th, 2023 a total of 21 days after the purchase. The customer was stating they were receiving an error message involving the drivetrain. With the nature of the concern for a 2012 **** we informed the customer that we would need to sublet the work to a shop capable of performing an accurate diagnostic on the vehicle. With the customer needing a loaner while his *** was being worked on, he was placed on our loaner list and contacted to drop off his vehicle on August 23rd, 2023. 
  
  The sublet shop at that point had the vehicle for a total of 13 days but were unsuccessful in duplicating the customers' concerns. With the vehicle having no active codes and operating as it should be, the vehicle was returned to Chippewa Valley Mazda and redelivered to the customer.  
  After taking the vehicle back on September 6th, the customer texted into our BDC informing us that the vehicle was now losing air in the rear left tire and expressed concerns that nothing was done to fix his vehicle. This message was mistakenly not forwarded to the sales or service teams, which resulted in no follow-up from the dealership.  
  Prior to the BBB complaint, the sales team, or more specifically the General Sales Manager, had no prior knowledge that the customer was having issues with their vehicle. For the past three days he has been attempting to speak with ***** over the phone to coordinate a plan to address his concerns and make sure the vehicle is fully operational.  
  The service manager and general sales manager attempted calls on both October 16th and 17th that went to voicemail. The *** did finally connect with the customer via text on October 18th and confirmed a call at 5:10pm would work for all parties involved. However, two attempts to call at 5:11pm and 5:23pm both went to voicemail.  
  As of writing, the dealership has still not received a phone call from the customer. 
  Although a lapse of communication between departments created a very poor experience for Aldin, our intentions are to validate and address the customers concerns in a timely manner from here on out. Chippewa Valley Mazda is requesting an open line of communication directly with either their Service Manager or General Sales Manager to do exactly that.  

  Customer response

  10/25/2023

  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, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *********************

  Customer response

  10/30/2023

  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, details of the offer I reviewed appear below.
  
  [The car has had issues the day after the purchase, my mother, father, and I continuously called and messaged the dealership to no avail. I agree that it took a total of 21 days for them to respond and check my car. I continued, from the start, to tell them that there was multiple things wrong with the car, the drivetrain was sending errors, my rear left wheel was constantly loosing air, they also needed to be calibrated correctly, and they had told me that they would need to send it off to be updated when I purchased the vehicle. Other than that I was never informed that they wouldn't be able to work on my car. After I brought it into the shop for a day, I was told that they needed it sent off to another shop and to just take my car back in the meantime. According to there response it took them from July 7th to August 23rd, a total of 48 days of me having to drive my car with issues. All this time I am running out of my warranty which I paid a lot for. I didn't think it would have to take that long on a warranty to get a diagnosis. They took it for another 13 days, and supposedly couldn't figure an issue, but when I picked up the car it had a flat tire with constant errors messages as soon as I drove it. Not only that but after they repeated driving it without re-airing the rear tire it now struggles to intake any air, as though the valve has stopped working. Also it had a new knocking noise. After no help from them we decided to go through with a BBB complaint in hopes of some resolution. I began receiving texts from them, asking me to join a call between myself and there two employees, I believe were management. I informed my mother of the situation and asked she would sit in with me on the call. The day of the call I had shown my mother the text messages, where they stated, "ultimately, if you remove the BBB complaint for now while we coordinate a time to connect and figure out a game plan on fixing the **** that'd save a lot of headaches." They also informed me that they needed to respond to the complaint by the next day, which was only 5 days after they received the complaint. We found this again to be deceitful and one of the reasons why we went through the BBB process in the first place. I responded in letting them know I would be going through the BBB, as that was the only way I could foresee a resolution. They responded by complaining that they had to stay late for me. Again I found this to be incredibly unprofessional and terrible customer service.]
  
  Regards,
  
  *********************

  Business response

  11/03/2023

  Chippewa Valley Mazda continues to stand behind their previous response and is offering to address the concerns echoed by the customer. We cannot alter the prior poor experiences expressed in both responses but agree the vehicle deserves to be looked at again and serviced to ensure it is operating correctly. 
  
  After receiving the customers most recent response, the General Sales Manager again attempted to reach out via phone and text. A voicemail was left on Tuesday October 31st at 10:07am with a text message sent shortly after.Both messages simply reiterated the need to establish communication in order to have the vehicle serviced in a timely manner.
  
  As of writing, we have yet to receive a text reply or returned phone call. 
  
  It has now been a little over two weeks since the initial complaint was filed; and any notion of deceit or unprofessionalism regarding the removal of the complaint was truthfully never intended. We do, however,believe the quickest path towards a resolution requires direct communication between both parties and feel confident in providing that with the added involvement from our General Sales Manager. 
  

• Initial Complaint

  09/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a ********* resident. I purchased a used 2012 **** F-150 from Morries Chippewa Valley Mazda in April of 2019 for just over $30,000 with added warranty. They certified that it was in one accident and that it wasnt a salvage title. They also certified there is no evidence or knowledge of frame damage or frame repair. I am now trying to trade the truck in to get a new vehicle and multiple dealerships are refusing to purchase it for a reasonable price because they are saying that it has a salvage/branded title. Dealership trade is is approximately ****** to ******, depending on what site I check. One dealership offered 5-7 thousand. Morries *************** offered ****** stating its against company policy to sell it on the lot with that title.When I told them that is how I bought it from their dealership in *********, they stated there is nothing they can do because that dealership has been sold and is no longer under the Morries name. I have been to Morries *************** a few time to try to come to resolution and they are stating not their problem and there is nothing they can do. I have had a mechanic look at it as well and he stated there is evidence of frame damage and corrections. I have contacted an attorney in ********* and *********. The ********* attorney suggested I contact the Wisconsin DMV dealership complaint department which I have done but not heard back from them yet. I believe that Morries Chippewa Valley knowingly sold me a salvage/branded vehicle at a price that was reasonable for a non branded title vehicle. I believe they lied intentionally to get rid of a vehicle that should not have been sold at their dealership.

  Business response

  10/02/2023

  Customer purchased the car on 4/25 of 2019 from ******'s Chippewa Valley Mazda. The truck was sold to them not as a salvaged title but as a clean title with additional comments of Claim Paid. This is not a Salvage branded title in the state of *********. 

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I were going to buy a 2016 Chevrolet Suburban from this Mazda dealer on July 16 of the past year. We saw there was rust around the rear doors at the lower part of the vehicle. At that point we were going to walk away from the sale but the sales manager came out and said he would fix the rust for us. At signing we were also told if we purchased the "undercoating" after the rust was repaired this would make it unlikely for it to come back. We purchased the vehicle and the undercoating and picked it up a couple weeks later looking like new. Six months later the rust on both sides that were repaired, in the exact same spots came back and is worse then before it was repaired. The sales manager I spoke with said they will not be backing their rust removal work and that this "just happens". He did say they would refund the undercoating but I feel like we were duped into buying a $38000 vehicle that now looks terrible. I would assume that fixing the rust would mean more than a quick sand smooth and repaint. We would have never bought the vehicle had we known it would look like this again in six months. I have contacted the sales team multiple times on this and I have an email saying we could trade the vehicle in to them for a loss and or get the undercoating refunded. All we want to resolve this is for them to properly take care of the rust like they said they were going to do. I'm not a auto body technician but it seems unreasonable that the rust returned after only six months. We have pictures and documentation to back up our claims.

  Business response

  03/28/2023

  Our management staff is reaching out to the customer to see about working through a solution. 

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Swag bar bad.-Sensors all coming on.-Battery has to get jumped.-Can't currently get In my car or start it as doors r locked.-bought my car 9-2-2022 a month and 3 days ago.- had to get it jumped.-complained several times.-took it in.-they said they would put it on the lot as is.-they said all the problems were disclosed when I bought it witch was a lie. Who would buy a vehicle with problems. There's much more.- my car is a 2011 cadillac srx. -currently got it jumped yesterday 2 times and the day before 1 time.-**** was dealing with me as a manager and ******. - I can't send anything as it's in my car. (All my paperwork)- I have ALOT more to say about problems on my car.

  Business response

  10/10/2022

  Chippewa Valley Mazda is very familiar with the concerns that *************************** has provided in this complaint. Since the time of purchase,we have worked to address every concern Laken has had with the vehicle without asking for any additional payment to cover shop time or necessary fixes.
  
  Although some of the concerns have been valid the majority we were either unable to duplicate or are normal for a 2011 Cadillac with ******* miles. Vehicles of this age and mileage are sold as-is within our auto-group when customers opt out of any available extended service coverage.
  
  Shortly after sale, the initial complaints were as follows:
  
  Driver side mirror: Found it was a bad connection.We covered the $140 fix.
  Back Up Camera: Working as intended
  Drives slow then fast: Couldnt recreate on test drive with customer.
  Speakers by windshield dont work: Speakers work.They were zoned to the rear only.
  Need to hold button to open sunroof shade: Working as intended
  Window goes up and down and doesnt stop: Working as intended (Automatic Windows)
  Two interior trim piece concerns: Both passed on and sold as-is given vehicle age/mileage
  Tire leaking air: Confirmed concern and repaired tire at no-cost.
  
  As recently as yesterday (10/6) we were informed that our ******* location (who previously inspected the Cadillac) found that the sway links should be replaced. We communicated with ***** that this was a valid miss when it went through their reconditioning process and that we would again cover the fix.
  
  In the same conversation, we were informed for the first time about the battery issue that was mentioned in this complaint. It was explained by our Sales Manager, ****, that because we have no affiliation with the shop it was currently at (***** Auto) that we would need to verify any concern/recommended repair before offering to cover any cost to fix.
  
  We feel as a dealership that we have been forthcoming with our efforts to maintain continuous communication with Laken, address her concerns as theyve come and provide a high level of goodwill.

*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. ↩