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Consumer Complaints

BBB Accredited Business since 30/11/2005

Erin Mills Mazda

Phone: (800) 539-9076Fax: (905) 828-2219

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Problems with Product / Service1
Advertising / Sales Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
08/24/2015Problems with Product / Service | Read Complaint Details
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Complaint
The dealership would not refund my deposit upon my written cancellation of the contract. They kept insisting and forcing me that I have to take thecar
The salespersons and the General Manager has been misleading me in focusing on the monthly payment and not the overall breakdown of the price of the vehicle. Upon signing of the contract at 4.25% 96mth term, the finance manager did not give me a copy whereas I had to request it through email.

Desired Settlement
The salesperson (******* ******), General Sales Manager (******** ****), Sr. Financial Service Manager (****** *******) were selling me the new vehicle deceiving way. First of all at signing of the contract at 4.25% 96mths term, the ****** did disclose me all the details in the contract except for the monthly payments. In addition to that, he did not give me my copy upfront and I had to actually request the copy by emailing him. Just before getting the copy, ****** told me that only 2 banks are approving me. ********** 4.25% int.but requires $3500 down payment and *** which requires 1% higher rate. Beforehand, during our negotiation process I have told them that I do not have any money to put down. They kept putting my attention to the monthly payment only and not showing me the breakdown of the figures in $.Now I asked ****** if the interest can be bargained and he said "no". So when I picked up the contract copy, I noticed the whole amount was so high and included some miscelanous charges I don't know of. I tried cancelling the deal just 5 days after the signing verbally but they kept insisting that I am obliged to take delivery of the car once it arrives in their dealership. One of their employee named ****** who is in charge of ordering the vehicle even called me verifying the car model, but I told her not to order yet because financing is not finalized. Anyway, I emailed all of them including **** ***** (GM) in regards to cancelling the deal but no one replied.
So I had OMVIC to take care of it but after weeks since July 11, 2015 upon signing of contract, they now say I am approved by *** at 4.25%. But I don't want to deal with them at all because I told them many times that I cannot afford paying it after seeing the total amount of the purchase. Also I don't feel comfortable dealing with them since they did not even offer me the 1.49% interest rate they have for 84 mths beforehand. Now with OMVIC (******* ****)she states that the dealer have the right to keep all or part of my deposit. I did not know that OMVIC is not government subsidized program which is why I was trusting them all along until I recently contacted my MP who directed me to your department. I don't know why and how the dealership kept pushing me to take delivery of the car utilizing the contract I signed whereas the contract does not even have the delivery date on the face with wrong 1st payment date printed 02/01/1968.

Business Response
We would like to discuss this case with someone there. Everything was explained and we have all documents from all 3 visits before he made the decision. Where can we get in touch to discuss this case further.

******** ****
General Sales Manager
Erin Mills Mazda

Consumer Response
Good afternoon ***,

Case #XXXXXXX

I would like to inform you that my file complaint can be closed now. I have settled the issue with the dealership upon satisfying my financing need in aquiring the 1.49 percent interest rate.
We both have finally agreed and finalized a new fair disclosed purchase agreement.

Thank you for your kind support
Mr. ******* ********

05/16/2016Billing / Collection Issues | Read Complaint Details
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Complaint
I am complaining on behalf of my girlfriend, ******** ** ***** ***** *******, who is normally known as "**************" and will be referred to as PS in this complaint. PS, who is Portuguese by birth, is not very conversant in English so she asked me to assist her with this complaint. *****************************************

PS visited Erin Mills Mazda (EMM) around 3:30 PM on April 14 to see how much it would cost to fix some noises and vibrations from her Mazda CX7. She originally purchased her CX7 from EMM. She spoke to someone in the EMM service shop, explaining the problems with her car and ask them to provide a quotation for repairs. The EMM staff took her car keys and received her vehicle.

About an hour later, an EMM mechanic came up to PS and asked her to come into the service bay to discuss repairs for her car, which was by then put up on a hoist. The mechanic then asked PS if she bought her car from EMM. PS replied YES. The mechanic then asked if PS has been servicing her car at EMM. PS replied NO. The mechanic then asked if PS wants to immediately proceed with the recommended repairs. PS replied that she would first need to discuss the repairs with her "husband".

At that point the mechanic took PS to a cash counter and informed PS that she owed $136.17 for the inspection and asked her to sign a document. PS became confused by the request for payment as she was not informed of the cost of the inspection when she originally requested the repair quotation. However as she was alone, no longer had her car keys and her car was on the hoist she felt obliged to comply with the request from the mechanic to sign the document and to make payment. She was afraid and just wanted to get out of there. As soon as she left she called me to tell me what had happened.

*********************************************************************************************************************************************************************************************************************************************************************************************************** She was not informed of the cost for inspection that would be part of the cost of repairs and she would not have consented to pay for a repair quotation had she been informed of the need to pay for one at EMM. She simply could not have afforded to pay for an inspection on top of paying for the repairs.

The EMM mechanic did not provide PS with a copy of the document she signed or even the quotation that she requested, that EMM charged her for. PS only received a 2-page invoice (MACSXXXXXX) which merely listed her complaints about her car and charges for the inspection. There was no quotation describing what was wrong with her car, identifying the cost of parts or materials or the number of hours of labor and the labor rate. The following items reproduced herein verbatim were the only mention of repairs for a noise from her right rear wheel:

"...
RECOMMEDATIONS
FRONT ROTORS AND PADS $597
FRONT LOWER CONTROL ARMS AND END LINKS $700
FRONT TIE ROD ENDS $370
4 WHEEL ALIGNMENT $99.99
BRAKE FLUID FLUSH $140
TRANSMISSION SERVICE $259.99
SPARK PLUGS $180
4 TIRES $1200
..."

Total cost: $3546.98; with tax $4,008.09. Anyone would ask for a proper quotation and request time to decide whether to proceed with any of these "recommendations".

EMM treated PS unjustly. She requested a simple quotation. She was not informed of the cost of an inspection as a part of any repairs.

It also seems the EMM mechanic only decided to charge PS for the inspection after she told him she had never serviced her car at EMM and also needed to consider the cost of repairs before proceeding with any work.

PS should not be charged for a quotation that she was not informed of and did not even receive.

Desired Settlement
EMM should refund PS the unwarranted charges for the inspection and make a full written apology to PS for the poor way she was treated.

Business Response
Contact Name and Title: **** *****
Contact Phone: XXX XXX XXXX
Contact Email: ******@erinmillsmazda.com
we at EMM take pride to serve one and all, however we take time with our guest, to explain each and everything.
All required documents were signed before the work for the inspection began.
A work order copy was also given.
Also we advised if the work is being done with us, we will have the diagnostic fees waived.
Regards

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
For your information, after I called EMM to complain (just minutes after the incident), an EMM sales manager originally offered PS a refund of $25 of the $136.17 "inspection fee" if PS would have the repairs done at EMM. So EMM is now offering a total refund on the same terms. Both offers are not acceptable because they do not address the wrongful treatment that EMM employee inflicted upon PS.

PS had asked for the costs of fixing her car to be provided on a quotation but was neither informed of the cost of the inspection, which would have been part of the repairs according to EMM's proclaimed practice; nor was she provided with the requested quotation, which EMM proceeded to unjustly charged PS $136.17 for the inspection which should have produced the quotation.

The EMM mechanic only told PS of the inspection fee and asked PS to sign the work order AFTER he had already inspected PS's car and more importantly, only AFTER he asked PS questions if she had bought the car from EMM and whether she had serviced her car at EMM before. It was only upon learning that she did buy her car from EMM but had not used EMM's service before that he told PS she had to pay an inspection fee. He also did not provide PS with the originally requested quotation and merely gave her an invoice for the inspection so that is additional proof of EMM's misconduct. EMM failed to follow PS's instructions. A quotation would describe and justify each proposed work item along with a breakdown of parts vs. labour costs, any options such as OE parts vs after market parts, and would normally mention how long the quoted prices would be valid for. This is the normal process for a consumer when expecting potentially expensive repairs. None of this was provided and yet the EMM employee charged for the inspection. PS had wanted the quotation so that I could help her determine if EMM was charging a fair amount for labour and replacement parts. She had taken her car to EMM after work, by the time the EMM mechanic asked her to pay she needed to get home, her car was up on a hoist and EMM had her car keys, she is also not conversant enough in English to argue so so she was in no position to complain to EMM. However she called me immediately after she left EMM to tell me of the incident. She was taken by surprise by the actions of the EMM mechanic. I then called EMM immediately to voice her complaint, only to be told the owner, Mr. *****, would not be available until Monday.

This is not right. To resolve our complaint EMM needs to acknowledge the unjust way PS was treated, write her an apology and refund her the full amount that she was was unjustly forced to pay.

Final Business Response
as we said earlier, if the guest repairs the car at our location we will waive the fees,
best regards

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
******************************************************************* They are responding with the same disrespectful previous "offer" on the condition that my girlfriend buy their repair services. This is completely unacceptable.

Let me make this very clear. My girlfriend (PS) asked for a quotation and not informed of any costs for providing the quotation. In return she was charged a $136.17 "inspection fee" with no quotation. ****************************************.

EMM is not addressing the essence of the complaint at all. Our original complaint stands. EMM should acknowledge their mistake, provide PS with a written apology and refund her the entire $136.17 "inspection fee".

Industry Comparison| Chart

Auto Dealers - New Cars, Auto Parts & Supplies - Used & Rebuilt, Auto Body Repair & Painting, Auto Parts & Supplies - New, Auto Dealers - Used Cars

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