ComplaintsforJim Click Mazda, Eastside

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  **** *****

  
  

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