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Consumer Complaints

BBB Accredited Business since 04/01/1978

Sundance Mazda

Phone: (780) 665-5207Fax: (780) 451-0346

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service3
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)
01/18/2016Problems with Product / Service
06/02/2015Problems with Product / Service | Read Complaint Details
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Complaint
***** ***** 6 has been dropped off for diagnostic (kept stalling when warming up). They said it was the high pressure fuel pump and then this was replaced by myself and the problem persisted. Took it back and they said it was the in tank fuel pump, once again they replaced this and charged for the labor. Problem was still not fixed they finally found a short in the wires to the fuel pump and this was the initial problem, both fuel pumps that were replaced it seems are just fine. Paid an extra $1000 in fuel pumps that was not neccesary and $250 in labor for the fuel pump that was not neccesary. Paid overall an extra $1250

Desired Settlement
Buy both pump and reimburse unnecessary labor.

Business Response
based on the customers' information, the vehicle was unfortunately in on a number of occasions. the 1st occasion for a diagnostic concern with the check engine light illuminating, diagnostic was completed and found that the initial problem was the high pressure fuel pump, cust. left with diagnostic and information, vehicle was then towed in approx. 3 weeks later, as engine would not start, cust. installed own used part, used component had to be tested to confirm integrity, it was confirmed and the condition was later identified to be a fault with in-tank fuel pump, customer supplied own fuel pump - aftermarket component, component replaced and similar condition existed, upon further diagnostic, found the wiring harness shorting/rubbed due to previous damage and/or impact creating excessive resistance within the fuel pump circuit, most likely causing additional and/or accelerated wear of related fuel pump components - the electric fuel pump, the fuel pump relay and additional operational circuits within the fuel pump and ignition system. Understanding the customers' frustration regarding this concern, unfortunately, based on the testing that was completed at every instance, the diagnostic and/or repair was correct, based on having to confirm the integrity of the customer supplied components, the diagnostic and/or replacement of components was correct. Based on the supplied low pressure assisting in-tank fuel pump being supplied/tested & confirmed operational, further testing was completed to ensure the integrity of the remaining fuel pump circuit components, including but not limited to the powertrain control module, during the diagnostic testing & inspection all "main" components were now confirmed to be satisfactory, upon further testing additional problems were identified, and unfortunately, as these systems are complex and work in conjunction and unicen with other components, we would not have been able to identify or further repair the wiring harness and fuel circuit relay without completing diagnostics and testing, customer has been charged accordingly for the diagnostics that were performed and completed, however, the customer has not been according to the time spent on the diagnostics. it is also our understanding that the vehicle has been to other repair facilities in attempts to identify and repair similar and perhaps on-going condition. at this time, we are satisfied that we have completed the correct initial diagnostics based on symptom and information, and also satisfied and confident that we have corrected the concern(barring a failed component) and have charged correctly and in accordance for diagnostic testing and repair. we will not be issuing any reimbursement for labour or material as supplied by the customer - ThankYou

11/11/2013Problems with Product / Service | Read Complaint Details
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Complaint
*************************************************************** For work on my **************** with full ***** added protection warranty
On July 26, 2013 Sundance Mazda diagnosed my car with a faulty turbo and said it needed to be replaced under my warranty. ************************************* my car back to Sundance 3 more times over the course of 19 days for more diagnostics and testing because they claimed ************ required more information before they could approve the replacement under warranty. During this time I was never offered a rental or loan-out vehicle ***************************************************** Finally, the turbo was replaced on August 20, 2013 25 days after the problem was diagnosed** ****************************************************************************************************************************************************************************** ********************************************************************************************* As I drove my car home on August 20 the check engine light came on again! I brought the car back to Sundance on August 21. This time they diagnosed the problem as a broken air fuel sensor, needing to be replaced under warranty. A week and a half later the sensor was replaced, but the check engine light remained. At this point Sundance told me that the car needs an "advanced intake cleaning". They said it will cost me $800 because it is considered a regular maintenance item not covered by warranty. ************************************************************************************************************************************************************************ Also, my invoice for the turbo replacement says: "INTAKE DOES NOT HAVE ANY SIGNIFICANT OIL BUILD UP IN IT" and "USED SNAKE CAM TO INSPECT NO OIL FOUND". *************************************************************************************************************************************************************************************************************************************************************************************************** ****************************************************************************************************************************************************** ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************ This was on October 2, 2013, but I have yet to hear from anyone at Sundance. *****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

The 2 invoices I have from Sundance are: ****** and ******.

My VIN: *****************
My extended warranty agreement no and plan no: *****************

I have sent numerous emails to ************ and Sundance, most of which have been ignored. And have called customer relations at ************ *********************************************************************************

Sundance Mazda is located at:

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

Desired Settlement
I want ************ to pay for the "advanced intake cleaning". I want ************* ***** to perform the cleaning and any further servicing*****************************************************************************

Business Response
I have left a message with Mr. ***** *********, upon receipt of his initial complaint/concern with the BBB, addressed to **** ******, to contact myself,******* *** - General Manager of Sundance Mazda. Thank-you

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.