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Phone: (801) 226-8555 55 E University Pkwy, Orem, UT 84058
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This business is not BBB accredited.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Orem Mazda include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Business ManagementLouise MacDonald, Company Contact
Auto Dealers - New Cars
Alternate Business NamesMLP Orem, LLC
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
THIS LOCATION IS NOT BBB ACCREDITED
55 E University Pkwy
Orem, UT 84058 (801) 226-8555 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: Sales team was dishonest in their approach in selling me a vehicle, making false representation of fees included Purchased a new car from the dealer. Sales team dishonest in added costs they incrue. Was told, after sale, they would be willing to ensure my rental car was returned with it being fueled, as a courtesy. Learned that this was not done, therefore incuring additional fees for rental that I would not have otherwised incurred as a result of false agreements and follow through. When I attempted to resolve the matter with Management, I was told to talk with sales associate directly. Several attempts made, with no answer. I attempted to contact Management again, and they refused to take my calls.
Desired Settlement: To agree to the cost of fuel for the rental car, per verbal agreement by sales associate, as I left the vehilce with them with the understanding the verbal terms would be followed. Additionally, the added cost of me traveling an additional 74 miles to remedy the matter with the rental agency
Business Response: Initial Business Response /* (1000, 6, 2013/12/06) */ Contact Name and Title: **** ****** - VP/General Manager Contact Phone: XXX-XXX-XXXX Contact Email: *******@oremmazda.com My name is **** ******* I am the General Manager at Orem Mazda. I have discussed this matter with the salesperson ****** ******** and my Business Manager (**** ****** that completed the paperwork with Mr. *****. After discussing this matter with these 2 employees I have concluded that Mr. *****' complaints are not valid. This is the 2nd vehicle that Mr. ***** has purchased from Orem Mazda, so he knows of ALL the fees that are associated with purchasing a car. To address the first complaint of "false representation" of dishonesty about fees... Mr. ***** negotiated the price of the vehicle to his satisfaction and then was introduced to **** to complete the transaction. Once the Documentation Fee was disclosed on the paperwork, Mr. ***** said he wouldn't pay the fee knowing full well that that was a fee that would be added to the price of the vehicle being purchased. Mr. ***** made the comment to both **** and ***** after leaving ****'s office without the paperwork being finalized that he assumed that he could negotiate the Documentation Fee with **** because Mr. ***** informed my staff that he has been successful in negotiating the Documentation Fee in the business office. As Mr. ***** was leaving the dealership without the new Mazda, my sales manager (***** ****** conceded and lowered the sales price of the vehicle by the amount of the documentation fee. Mr. ***** agreed to proceed with the purchase of the new Mazda and finalized the paperwork with ****. The second false accusation by Mr. ***** that Orem Mazda agreed to fill the fuel tank of Mr. *****' rental car... ***** made a point to ask Mr. ***** more than once if all the rental car fees were paid. Mr. ***** confirmed that all fees had been paid. Never once during the sales process did Mr. ***** inquire about Orem Mazda filling the fuel tank before the rental car was returned to the rental car agency. Mr. ***** called back the next day and said that the rental gas car was included in the transaction. Not until ***** called Mr. ***** later that Mr. ***** conceded that the rental car gas had not been discussed. Because of the manner that my staff was treated by Mr. ***** I would prefer as General Manager and part owner of Orem Mazda that Mr. ***** ***** not do business with Orem Mazda in the future. Initial Consumer Rebuttal /* (3000, 8, 2013/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) ***** never made a point to ask, more than once, if all the rental car fees were paid. As noted, after the transaction of the sale, was it agreed that Orem Mazda would fill the fuel. I did call the following day to find out why the rental gas car was not filled. I attempted to contact the Sales Manager, who continually made himself unavailable. I attempted to contact ***** several times. ***** called back, several hours later, after multiple attempts by me were made. In this dialog with ****** I never conceded that the rental car gas had not been discussed, rather stated I would seek a resolution elsewhere, which has been done. As the poor professionalism shown, I will ensure no other of my acquaintances do business with Orem Mazda in the future.
|5/14/2013||Problems with Product/Service|