ComplaintsforBob Penkhus Mazda

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a used vehicle from *******************, the check engine light was on and we were told that it was just a spark plug issue. The vehicle has been in the shop for over a month and actually needs an entirely new engine. This dealership was not transparent with the issue of the vehicle and lied to **. They also have not communicated regularly with ** about the vehicles status and have not tried to rectify the issue. No dealership should lie to consumers and sell a vehicle under false pretenses.

  

  Business response

  05/31/2023

  After speaking with the team at the Mazda Powers location it appears that the vehicle did in fact need an engine which is being put in right now at *************** in ****************. The Mazda service department was under the impression that ***** was in communication with the customer since they were the ones working on the vehicle and the engine was being replaced under manufacture warranty. That said we could have done a better job communicating or at least checking to make sure there was in fact communication going on. ** the General Manager of Bob Penkhus Mazda at Powers said that he had been speaking with **** the owner of the ***** truck and has offered a few times to trade him out of the vehicle. Instead, **** said he would rather just stay with the ***** he purchased. Ultimately that is the best buy since it will now have a new engine in it from ***** with an updated warranty.

  
  ** has offered again this afternoon to trade them out of the vehicle and has sent them over 4 or 5 options to look at.

  Customer response

  06/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from *** Penkhus in May 2021; however, it was unknown to me that I also purchased a Maintenace package with my vehicle which includes free oil changes and other maintenance benefits. Since I did not know that I purchased this, I have taken my car to other places to get serviced. I have been paying out of pocket for services that were covered by my plan. If I had known I purchased this, I would have gone to Mazda 100% of the time. Nonetheless, I have also taken my car to *** Penkhus (north and south location) during this timeframe and I was charged for oil changes and maintenance services when it should have been covered under my maintenance package. I discovered this during my most recent service on 3/23/23 when the service tech looked up my account and told me I had this service package.I have sent a few emails and have called the company asking for them to review my services over the last two years to see how much money I've spent at their company on oil changes and other maintenance services that I paid for out of pocket that should have been covered under my plan. I know that I went there at least once in October 2022, but wanted them to check in case I missed anything else. I have also asked that I be refunded for the services I paid for out of pocket or have a credit applied to my account so I can use on future services. Unfortunately, nobody has contacted me back. I sent a text to ****** at *** Penkhus on 3/24/23 that he never responded to. I sent him an email on 3/25/23 that he did respond to; he stated that he forwarded my message to his service manager and that he was working with the accounting department to assist me further. I did not hear anything back after that, so I sent a follow up email on 3/28/23 asking for someone to call me. Nobody responded to that message. Lastly, I contacted *** Penkhus today and left a voicemail for the service manager and nobody has returned my call.

  

  Business response

  04/07/2023

  After reviewing everything and speaking with everyone involved, we have reached out to the customer and fully explained everything they have purchased as well as discussed the situation entirely. They were thankful for the time and effort in doing that. We have also processed a check request to honor the refund they have requested. 

   

  Customer response

  04/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this company sold me a vehicle that I have had nothing but problems with also they owe me money on a warranty refund. the finance manager purposely kept my documentation and did not file my warranty refund. his Name is ***********************. Also the Manager of this company *************************** told me he would take care of this matter and has failed to do so I am going to seek legal council if the BBB can not help me. Looking for advise on what steps i should take before spending money on a lawyer.

  

  Business response

  03/08/2023

  Products have been cancelled and the check to the customer has been sent out. Customer should have funds.

   

  Thanks

   

  *************

  General Manager

  Bob Penkhus Mazda at Powers

  Customer response

  03/08/2023

   
  Complaint: 19522514
  
  I am rejecting this response because: 

   

  the customer sold me a vehicle that has become a lemon and i would like an aditional $750 for time that has been spent trying to fix it im going to have to trafe it in.  If i need to get a lawyer i will do so. 
  
  Sincerely,
  
  *****************************

  

  Business response

  03/09/2023

  After reviewing all the information on this situation, we have done what is required in cancelling the products requested and back dating it to the original date of request ensuring you got the full refund requested. As for the additional money requested unfortunately we are declining that.

  Customer response

  03/10/2023

   
  Complaint: 19522514
  
  I am rejecting this response because:

   

  This dealership sold me a car that had a blown transmission then had my car for 3 months.  I was given a loaner that only got 18 mpg and then when I got the car back a piece of the transmission fell out of the car.  This dealership is well below satisfactory n for all the time they wasted I feel like I should be compensated for.  

   

  Do I need to get a lawyer and start the lemon law process I have been told by a lawyer already I do have a case and ******************* has been know for this in the past. 

   

  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We sold our vehicle on a buy out. We have yet to receive payment and it’s been four weeks.

  

  Business response

  09/13/2021

  Mr. ******,

  Good afternoon, I have received your complaint that was filled with the BBB. I will be more than happy to help you  with resolving this situation, however I need a little more information in order to do so. Was this a manufacture buy back between yourself and Mazda Corporation? If not did we purchase your vehicle from you as a dealership? Did you receive any paper work that you can send me that would help me figure all of this out?

   

  Thank you in advance for getting me the above information. I look forward to helping you get this resolved.

  Customer response

  09/14/2021

  
  Complaint: 15855005
  
  I am rejecting this response because: Our vehicle was July 30th and we have yet to receive 

  payment. They are now falsifying the odometer report. Our loan company has released all paperwork 

  to the dealership and they continue to stall the transaction.

  mall
  
  Sincerely,
  
  Randy ******

  

  Business response

  09/16/2021

  There is nothing being falsified at all. We do not cut the checks until we receive title. Especially in a case where a bankruptcy is involved and the lean holder can hold title and money. We did hear today that they are releasing the title so we should receive the title next week and can at that point release the $3400.61.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to buy a car and the sales rep was working diligently to find the right one. Once he found it, I was working to try and lower my costs a bit with a trade in to my car. The manager GABRIEL JIMENEZ, low balled me to which I asked for better, he came back a few times with different numbers, then would change other numbers on the rebates after saying he would give me one thing and kept doing that between the trade in value and rebates about 5 times. When i mentioned my lending company this same manager proceeded to talk down to me as if I was not smart and attempted to have conversation with my father rather than ME, the one who had the money and was doing the purchasing. Stating that my lender would charge them an extra fee and that he will not accept them for my purchase, that i can use them or another lender. I called my lender to prove him completely wrong which we were right they do. not charge extra. He changed the numbers again not to my liking, but i want the car.

  

  Business response

  08/31/2021

  After looking into the whole situation I see that she worked with Brian Garside, we do not have a Gabriel Jimenez. I also have reviewed the number for the trade and have found that the reason for the difference in what has been shown as fair trade in value on the attached document and what she is being given is due to the fact that it has a salvaged title. Having a salvaged title cuts the vehicle value for us in half, having said that we still are giving her more than 50%. There was negotiation on the trade because they did give her more money for the trade than the original offer because she was a repeat customer. There was a tax adjustment because they originally pulled the wrong address and fixed that which resulted in a difference in amount owed. This is completely out of our control. I show that the rebates offered on the deal were the same from the beginning $500 military and $750 conquest, totaling $1,250.  The discussion about the lender was also discussed and that Bank does have a normal rate buy down program that dealers get short funded for, however in this case there wasn't one which was confirmed and verified. 

  

  Business response

  09/01/2021

  At this point the best action in this situation is for you to contact directly the General Manager who is fully aware of the situation and willing to work with you in finding a resolution to the situation. This eliminates you from having to deal with anyone else and allows you to work with the final decision maker. His name is JR and his number is 719-671-3403. He will be awaiting your phone call. 

  Customer response

  09/02/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not what I wanted and clearly no one seems to care of the consumer. But at this rate I will take this resolution as  satisfactory to me, only because it isn't going anywhere to please me in any way. 
  
  Sincerely,
  
  Tania *********

• Initial Complaint

  08/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I came to Penkhus S. on 7/16/21 with a complaint of an intermittent metallic tapping noise from the front left of my car that I wanted resolved before driving to TX on 7/19/21. I called on 7/17/2021 and they said a right front wheel bearing was the cause. When I picked up my car on 7/19/2021, I could not hear the noise (unreliable as it was originally intermittent) and trusted that it was resolved. I drove to TX the next day and the same noise returned. I called Penkhus S. and they told me to bring the car into them and that if it was related to the wheel bearing, they would fix it. I did not want to drive back to CO for just that and instead, the Omaha Mazda dealership diagnosed a loose heat shield as the cause of the noise, which resolved the noise entirely. I contacted the Penkhus S. service manager, Bud Hall, to ask for at least a partial refund. He responded that the noise in Texas was "new" (it was not, it was the exact same noise) and gave no refund. I feel taken advantage of.

  

  Business response

  09/08/2021

  We have reviewed all findings and documents from the technician, after doing so the repair that was done, was with out question a repair that needed done and at the time the reason for the noise. In fact there were a number of issues with your vehicle identified while it was here. The technician however was only focused on finding the cause of the noise for which the vehicle was brought in. It was proven that the repair fixed the noise that was occurring when the vehicle was brought in because there was nothing heard until the vehicle was in Texas. We are not questioning that you may have gotten another similar noise that when investigated was something else. Had that been the issue when we looked at the vehicle it would have been advised to fix. 

  The work that was done was performed by a certified mechanic that has been doing this for over 30 years and is extremely good at finding the true root cause of an issue or noise in this case. I know it can be frustrating in situations like this however there was no wrong doing here and the work you paid for and that was needed was performed. We will not be offering a refund at this time. 

• Initial Complaint

  08/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2015, while a resident of Colorado Springs, we purchased a new 2016 Mazda vehicle to include a 96 month/125,000 mile Century Service vehicle service agreement. In July 2021 we purchased new 2021 Mazda vehicle from a local dealer in Florida. At time of purchase our 2016 Mazda was traded-in with 2 years and 55,000 miles remaining on the service agreement. According to Century Service, refund of the unearned portion of the agreement would have to be submitted to the issuing dealership. On June 16th I requested refund from Dan in the dealership finance department. He promised to look into the matter and call me back. On July 26th, i again talked to Dan. He promised to email me the required forms. On July 27 th, I talked to the dealership general sales manager. He promised to email me the required forms that day. On July 28th, I sent the sales manager an email requesting the forms he and Dan promised. To date, no call, no email, nothing.

  

  Business response

  08/31/2021

  I have reviewed the complaint and I am working to get a resolution by tomorrow on the refund from the dates stated above June 16th 2021. Once I have that I will respond back with the amount and time frame for the refund. In order for me to do this I do need you to sign the document attached to this so Century will process the refund and I can get that amount. Please do that and send back.

• Initial Complaint

  07/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 21, 2020, I purchased a 2021 Mazda CX5 Signature from Bob Penkhus Powers. My salesperson was Keith Vanhurk. I was charged for a navigation SD card for $299, even though this was to be part of the Signature package and should have been at no cost. I was overcharged an amount of $1,250 for service warranties. I had signed up for a windshield warranty in the amount of $695 and tire/wheel warranty for $795. My finance contract shows a total of $2,740 instead of $1,490. I spoke with the finance manager, Dustin, on 10/16/20 who explained the $1,250 was an error and that it would be refunded. I also requested to cancel the warranties at that time and he explained it would take 8 weeks to do so. I gave him permission to initiate the cancellation and refund my Mazda Financial account. I have not received any refunds, nor has Mazda Financial on my behalf. I have an email chain with Adam Torres from June 24th to once again initiate same and have received no response.

  

  Business response

  08/27/2021

  After reviewing all the the information and details on this situation. I have found that there has been a check cut in the amount of $1,558 and it went out on 8/26 going to Mazda Financial. The only item that isn't cancelable is the windshield and it stats that on the original signed contract.  I will apologize for our lack of follow through and communication, if there are any additional questions please let me know.

  Customer response

  08/30/2021

  
  Complaint: ********: None of the documents contained in either thumb drive given to me by Bob Penkhus contains any warranty information. The request to cancel the warranties (tire and windshield) was on October 14, 2020. This is 23 days after the purchase of the vehicle. The total for the two warranties should be $1,490.  I was charged $1,690 which includes a fee for the navigation card of $200 that should not have been charged to me as the Signature series is equipped with a navigation card as standard equipment.  There is an unauthorized charge of $1,382.28 which is marked as "warranty" on the sales contract.  This should be refunded to me in full as I have not authorized any warranties other than the tire and windshield. The total owed me by Bob Penkhus is $3,072.28.  In a message I received on Friday, 8/27/21 from Savon of Bob Penkhus, an amount of $1,558 was mentioned as refunded to my Mazda loan. If the check has indeed been sent to Mazda, this is $1,514.28 less than what is to be refunded to me.  I am not responsible and should not pay any prorations that are a result of Bob Penkhus' error, nor should I be held responsible for a warranty charged to me that was unauthorized, and a navigation card that I should never have been charged for per Mazda.  This is a result of Bob Penkhus' error and mismanagement of my account.  Again, I requested a refund 23 days after delivery of the vehicle verbally to Dustin Booth and via email on October 16, 2020.  These communications are included in 36 pages of emails and documents between myself and Bob Penkhus.   Furthermore, I was not given any financial documents at the time of sale.  The thumb drive given to me by Keith Van Hurk when I picked up the vehicle contained no financial documents.  When I finally received a thumb drive that contained the financial contract on October 7th, I reviewed the documents and questioned the amounts on October 8, 2020 and brought the error to Mr. *** ****** attention.

  

  Business response

  09/08/2021

  We spoke on the phone yesterday and I thank you for taking my call. After reviewing all the details and getting to the bottom of everything I show we have sent to Mazda your financial institution $1,558.34 of the $3,072.28 you have referenced in the letter as well as this complaint. That leaves a balance of $1,513.66 that we will be cutting a check for with in the next 7 days and sending to your financial institution as well. I have confirmed that all warranty and products purchased have been cancelled. You should be able to see and confirm that all the funds have hit your Mazda account by the end of this month. 

*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. ↩