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:08/23/2024

  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.

  1) I called in to see if they could make a couple keys for my Mazda. (I live 2 hours out of town)
  2) Dealer doesn’t keep those keys in stock the car is too old, you have to find them yourself. But -only a Mazda- dealer can program the keys!
  3) Fine, I find two OEM vin-correct keys online and bring them in to make copies
  4) Staff cuts the keys, fails to program, charges me $40.
  5) I go out to car to test the new keys, car runs for a second and shuts off. I go back in frustrated “these keys don’t work”.
  6) They say they have to now program both the new key’s and the original key and it’ll be 5 hours and $320!!!
  7) They do that.
  8) A few weeks later I’m driving and my car suddenly won’t re start after getting gasoline, the car’s suddenly a key error light. (I’m still using my original key) (two long flashes four short flashes which means key immobilizer fault.)
  9) I have to get towed back to Jim Click after the car showed a key error on the dash.
  10) I’m now trapped in Tucson away from my work, wife, family.
  11) They’ve had the car two days and have only succeeded in draining the brand new battery, which also means the service tech did not talk to the technician, nor did the service tech look for the for the error code.
  12) No loaner car offered, which is unheard of for a car dealership !
  13) The Service For Life guy is not admitting to anything in relation to previous work. I told him the key immobilizer error code I got, right when I walked in, clearly that information didn’t get back to the mechanic.
  14) update… Still stranded in Tucson, already missed a very important client meeting today. The Service For Life guy said I can take the Bus. (There’s no bus to Bisbee, it’s 110 degrees outside) still not offered even a ride, let alone a loaner car.
  15) I am asking for my car to be properly fixed without additional charge. I have already racked up a lot of towing, driving, and work expenses for their faulty work.

  Business Response

  Date: 08/30/2024

  The customer brought his vehicle in with keys he provided.  The dealership cut the keys and had to erase the previous keys since they were not all presented to the dealership.  The dealership programmed the three keys.  The key cut was $43.45 and the programming was $160.00, not the $320.00 that the customer stated in his complaint.  "A few weeks later..."  The car was towed back, due to a Powertrain Control Module failure unrelated to the previous repair.  The keys are still showing programmed in his PCM.  The dealership will refund the key cut and programming due to the customer inconvenience as goodwill.

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair 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.

  Date of transaction: 05/13/2024 ($295.44) and 05/25/2024 ($471.16). Total $766.60.
  05/13/2024 - I took my car for regular maintenance and to address the DSC, TPMS, and SCBS Malfunction. The business performed regular maintenance (e.g., oil change, air filter change, battery change, etc.) but did not resolve the other issues I came for.
  05/25/2024 - I took my car again because of the same DSC, TPMS, and SCBS Malfunction I initially reported. They replaced the battery and told me it should fix the issue, but it was not resolved.
  I have been to the shop twice within the same month and have spent a lot of money. I hardly drive my car because I work from home, so it's parked inside the garage.
  Today, 06/04/2024, I had to have my vehicle towed because it was overheating, and it is undrivable. There's also an evident oil leak from the bottom engine tray of the vehicle, and the newly replaced belt is frayed and drenched in oil. There's also a piece of unidentified broken plastic left near the engine tray.

  Business Response

  Date: 06/21/2024

  We have contacted the customer and arranged to have the vehicle towed into the dealership.  The customer concerns were addressed, and the vehicle was delivered to the customer's home.  We have spoken to the customer as a follow up to make sure all concerns were handled to his satisfaction.

• Initial Complaint

  Date:03/16/2024

  Type:Service or Repair 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.

  On Feb.16, 2024 I brought my car into Jim Click Mazda at 7 am because my passenger front tire was down to 18 psi for the 2nd day in a row. Late that afternoon the tech.'s concluded that a new tire was needed as the current tire had holes on the shoulder and repair was prohibited. I was due a discount on the tire. When vehicle was picked up the service advisor indicated that the discount was provided on invoice number **********. THE TOTAL WAS $163.63. I did not see any discount applied on the invoice. On Feb. 17, 2024 my passenger front tire was down to 18 psi again! It turns out that the tire valve needed replacing. On Feb. 19, 2024 I spoke with ******* who is the Mazda parts manager. After his review of the invoice, he indicated that I paid full retail and no discount was applied. He said he would speak to ******, who is the Mazda service manager. I then spoke to ****** who indicated that this issue is between me and ******* the parts manager. ******* indicated that my credit card would be refunded the discount. Today is March 16, 2024 and I received my credit card statement with NO CREDIT FROM JIM CLICK MAZDA! I have been professional, patient, and tried going through the proper channels to resolve this situation. If this issue is not resolved to my liking, I will be sitting down with Jim Click himself to see what he has to say about this.

  Business Response

  Date: 03/19/2024

  We contacted the customer and apologized for the inconvenience and lack of communication.  We provided a full refund per the customer request.  The customer expressed satisfaction with the resolution.

  Customer Answer

  Date: 03/21/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21444211, and find that although Mazda made things right monetarily, teammates/coworkers were untruthful, unethical, and unprofessional while impeding funds from being credited to my account for 5 weeks, until they received my BBB complaint and a supervisor stepped in. It is pretty bad that I had to file this complaint against my own employer and my supposed teammates. I’ve had total strangers and enemies treat me better! 

  
  
  Regards,
  
  
  
  Jerry Divijak
  
  
  
   

  
  

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair 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.

  3/22/23 - 9:30am: I took my 2014 Mazda 3 to Jim Click Mazda Eastside for an appointment to have my Infotainment system repaired. About 1 year prior, the system stopped functioning (screen blank, no radio, etc). Before scheduling, I had called my extended warranty company (Easy Care) to see if it would be a covered repair, which it was/is (minus a $100 deductible). Due to other issues with Jim Click (Automall and Eastside) in the past, I had hoped to have the work done elsewhere, but since the part is Mazda specific, I felt they were the only option.
  
  Around 3pm that same day, ****** (service advisor) mentioned the CMU was bad and needed to be replaced, that they were waiting for direction from Easy Care. I left my car overnight and the next morning (3/23/23), someone from Easy Care called to confirm the issue and approve the repairs. Around 1pm, ****** told me that repairs were started and while I may get my car back that day, it might take until Friday. My car ended up being ready later that day.
  
  Problem 1: While driving my car home that evening, I noticed my navigation system had been removed as there was just a compass and a "Your Mazda is not equipped with a navigation system" message. I had been offered to have Jim Click update the nav system for $170, which I declined, but nobody said anything would be taken away.
  
  Problem 2: The next day, on my way to work, I noticed some damage along the top edge of the internal screen that was definitely not present before taking my car to Jim Click. I took photos and emailed them to the service manager (Barry). I was told, "We did not do anything to your screen and we only replaced the cmu…"
  
  I have tried to illustrate to Barry and David (general manager) that something needs to be done to remedy these issues but they don't seem to take responsibility and appear to want to charge me again to fix something that was not damaged beforehand. Easy Care cannot help further, so I am at a loss and am seeking help. Thank you!

  Business Response

  Date: 04/05/2023

  We understand the customer's concerns and will work to resolve those concerns.  As noted the vehicle was presented with a radio that had been inoperative for a year.  The module was replaced and the delamination of the screen was noted by service management.  The manufacturer has a technical bulletin related to the screen concern.  We have contacted the extended warranty and the repair/replacement of the screen is a covered item.  The dealership will cover the deductible cost and provide a loaner vehicle for the customer.  The navigation concern will also be covered provided the customer has the original SD card for the navigation system.  The dealership has contacted the customer and we are waiting for them to respond to schedule the repairs.

  Customer Answer

  Date: 04/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19875333, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  
  I am happy Jim Click Mazda has accepted the terms and, with regard to the screen, will perform needed repairs and cover the deductible. I do have the original SD card and never tampered with it, so it appears the navigation issue will be addressed as well. I will likely accept the loaner vehicle, depending on the time frame necessary to take care of the screen and navigation issues.
  

  Soon, I will reach out to Jim Click Mazda to schedule the repairs.
  
  Regards,
  
  **** *****