Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my Mazda in for standard service on May 29th, 2024 and got back from the technician that the entire engine needs to be replaced for $11,000. I called back the technician the next day and said I was going to have it towed to a mechanic for a second opinion and did so that day. I took it for a second opinion and told that the engine did not need to be replaced. I called back to get copies of my serviced records and was told I needed to download the MY MAZDA app. So, I did, entered my VIN and got nothing. I waited 24 hours in case the app needed time to download the info and to this day (10 days past), still no info. 5 days later the service records populated but still don't show how much I've spent. Ive called back 3 times to get this info and have yet to hear back. On the first call I left a message. The second call never picked up. The third call I left my number with the receptionist because I was clearly not getting through and still no callback. My wife has called 3 separate times as well and no one has called her back or bothered to pick up the phone the times when it didnt go to voicemail (just rings and rings and rings). This is the worst customers ********************** Ive ever experienced. I purchased the car there $1,000s of dollars on regular service and maintenance in the years after purchase and cant get a copy of the records. We even referred my in-laws and sister-in-law to Stevens Creek Mazda who ended up purchasing vehicles there. Suffice to say, its the last vehicle we ever buy there and wont be recommending anyone buy at that location.Lastly, we purchased the Mazda CX-9 in 2016 and it has less than 100K miles on it. The *** value is $8-$10K with a trade-in value of $9K. I dont know how in good conscience the service department would suggest we pay $11,000 to replace an engine on a car worth less than that.

  Business Response

  Date: 07/09/2024

  Dear Better Business Bureau,

  Del ******************** DGDG, is writing on behalf of Stevens Creek Mazda in response
  to your correspondence dated June 21, 2024, regarding a complaint from *****************.
  In Mr. ***** complaint, he states he has been attempting to receive copies of his service
  records that include the details of the payments he has made. ************ alleges he has tried to obtain
  these records by calling and visiting the service department at Stevens Creek Mazda but has been
  unsuccessful.
  According to our records, the Stevens Creek Mazda Service Team has sent the records
  requested via text to the phone numbers provided by ************ on May 30th and again on July 3rd. 
  We have also emailed the document to the email provided by ************. We have tried calling Mr.
  **** to confirm receipt of the records and have not been able to get in touch with him as of date.
  If ************ has not received the records we have sent via text and email, we ask that he please
  call the Stevens Creek Mazda Assistant Service Manager, *********************, back or email him at
  ******************************.
  Sincerely,

  **** Castro 

  General Manager

• Initial Complaint

  Date:11/14/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern:
  
  I went to Stevens Creek Mazda for routine car maintenance on October 27, 2022, and did not receive satisfactory work on the vehicle.
  
  I made an appointment online to bring my car in for *** maintenance - this is supposed to include an oil change and tire rotation/pressure adjustment.
  
  After I picked up my vehicle that afternoon, a warning indicator light came on on the dashboard of my car showing that the tire pressure was off, meaning it hadn't been inflated correctly, either under or over.
  
  The service area was closed for the day, so I had to bring my car back the following day to get this issue fixed, which shouldn't have happened for routine maintenance. I spoke to *****, in the service area, who had rang me up at the cash register the previous day.
  
  Additionally, on Oct 27th, Stevens Creek Mazda informed me that one of the license plate frame light bulbs on my car was out, so I approved and paid for the replacement.
  
  Upon receiving my car, I did not initially check to see that it had been installed, and three days later at night, I noticed that this light bulb was indeed NOT replaced, although I had been charged for the part and labor.
  
  I attempted to contact the Service Advisor, ***********, with the given telephone number: XXX-XXX-XXXX to see if I could schedule to bring my car back in YET AGAIN for the light bulb issue. I was sent to voicemail, and I left a message. I also attempted to contact the main dealership, and no one answered my calls or attempted to contact me.
  
  It's been over a week and still, this business has refused to contact me back regarding this issue despite numerous further contact attempts on my end.
  
  The resolution I seek is to be reimbursed for the entirety of the maintenance I paid for - I don't even want them to fix the issues, as I can see their operations are completely incompetent.
  
  This business is taking advantage of responsible car owners (& WOMEN) at a vulnerable time for many people. Not cool.

  Business Response

  Date: 02/02/2023

  Business Response /* (1000, 7, 2023/01/23) */
  We apologize for any inconvenience for having to return for the tire light. Sometimes they require a second reset. Also, we would like to replace the bulb so the repair is completed. We will refund the charges for the bulb not replaced 27.38. As for having to return for the tire light and phones not being answered we will process a refund of 100.00 total. Thank you
  
  
  Consumer Response /* (2000, 9, 2023/02/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  To Whom It May Concern (Stevens Creek Mazda):
  
  Thank you for you response to my complaint, and for agreeing to refund $27 and $100. I accept this offer.
  
  As for the offer to replace the lightbulb, I decline this service.
  
  I appreciate your willingness to seek a resolution.
  
  Thank you.