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:03/05/2025

  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.

  My vehicle was leased on 11/30/2021. When the lease matured on 11/29/2024, I purchased the vehicle with dealer-provided financing through ********************. When the original lease terms were agreed upon, a ************************** warranty was included. The ****************** Warranty terms were lifetime, with no mileage limit. When the lease was purchased, the dealer included a Mazda Certified Pre-Owned warranty at a cost of $999. This warranty requires an inspection and correction of mechanical issues, replacement of air and cabin filters, oil and filter service, and various module updates. However, the service and inspection were never performed. I received a signed copy of the Delivery Check-List but not the inspection form, and no services were completed. After speaking with the **** who said, "I owe you an inspection," I received a call from the F&I Manager stating, "Don't worry, I initialed the form for you so all the paperwork is correct. just bring the car back in." The dealer reported the *** registration to Mazda, So I guess my signature was forged and a Service Technician also signed off on an inspection that no one performed. I now have three warranties running concurrently to support the dealer's gross profit performance. This is because I was also sold a Mazda Protection Product that includes powertrain coverage. The worst part was the poor handling of a warranty paint defect, which resulted in the diminished value of my vehicle. If the issue had been handled promptly, it might have influenced my decision not to purchase the vehicle. Mazda did agree to refinish the known paint defect, but only at the shop of the lowest bidder as a "goodwill" gesture, even after the "Mazda Collision Network" shop agreed to match the low-ball offer.

  Business Response

  Date: 03/07/2025

  To Whom It May Concern:

  We would like to thank the Better Business Bureau for bringing this complaint to our attention and for allowing us the opportunity to respond. ***** ********* served as service manager for our dealership, Mazda of Clearwater, formerly ******************* Mazda, for nearly ********************************************************************************* his complaint.

  Mr. ********* committed to a 36-month lease for a new 2021 Mazda CX-5 from Mazda of Clearwater during his employment as Service Manager at the dealership on November 30, 2021. A component of his original lease agreement from November 30, 2021, included a complimentary dealership provided limited-lifetime powertrain warranty.

  Mr. ********* left his 2021 Mazda CX-5 with our ****************** on November 19, 2024, and was provided with a courtesy loaner vehicle. On November 20, 2024, Mr. ********* emailed service advisor **** ******* with a number of vehicle concerns he wanted addressed while the Mazda ******************* Warranty was still in effect since this coverage would expire on November 30, 2024. These items were not powertrain related, making them ineligible for future repair reimbursement by the dealership provided limited-lifetime powertrain warranty. Addressing these concerns does require our service team to complete a thorough Full Circle Vehicle Inspection, warranty repairs totaled $2,670.10.

  During this time, Mr. ********* discussed his end-of-lease vehicle purchase options with sales associate *** ****** and finance manager ****** *********. Mr. ********* expressed an interest in purchasing his vehicle at lease-end as a Certified Pre-Owned Mazda. This factory certification extends the term of the Mazda ******************* Warranty an additional 12-months or 12,000-miles; as well as extending the factory powertrain coverage to 7 years or ******* from the in-service date. As the original vehicle lessee, purchasing the Mazda CX-5 at lease end would also allow Mr. ********* to retain the dealership provided limited-lifetime powertrain warranty. However, ************ had concerns about the condition of his paint and requested the dealership submit a warranty request on his behalf to Mazda. Mazda declined the request to repaint Mr. ********** leased vehicle, stating the vehicle was not covered under the 46V paint chip program. The vehicle, by VIN, was not within a range of vehicles identified to have a confirmed paint quality issue. ************ continued to contact Mazda regarding his desire to have the CX-5 repainted. Although unnecessary, Mazda agreed to repaint Mr. ********** vehicle at their expense and as an act of goodwill. Although an act of goodwill, Mazda required us to obtain a second quote. Thereafter, Mazda directed that we have the vehicle repainted by the shop used by us for issues with inventory units.

  Admittedly, because of our long-standing relationship with Mr. ********** we skipped steps in an attempt to accommodate his schedule.While we were aware of his dissatisfaction with the paint remedy for his vehicle, we were unaware of his unhappiness with the additional warranty coverages he elected to purchase. The three warranties offer different levels of coverage for different amounts of time. If requested by Mr. ********** Mazda of Clearwater will reverse the Mazda Certified Pre-Owned Warranty certification associated with his Mazda CX-5 and assist with cancelling the 7-Year/*******-Mile ************************* Agreement purchased by him during his lease buyout. Monies owed from these cancellations will be sent to the lender and applied to the balance owed on his existing loan.

  We would like to again thank the BBB for the opportunity to address this concern and hope that our offer to cancel and refund these warranties will resolve this issue.

  Respectfully,
  ******* ********
  General Sales Manager
  Mazda of Clearwater

  Customer Answer

  Date: 03/07/2025

  Dear BBB Representative,
  Thank you for providing the response to my complaint #********. I find it necessary to reject the response from Mr. ********* as it is fraught with inaccuracies and a heavy dose of sugar-coating, which does not accurately reflect the facts of this horrific situation. The response fails to address the severity of the issue and the true extent of the concerns raised, which are unlike anything I have encountered in my 43 years of industry experience.
  Additionally, I would like to highlight the diminished value of my $37,000.00 vehicle, which has not been adequately considered or addressed. I would appreciate the opportunity to provide a more accurate and thorough account of the situation to ensure a fair and just resolution. I am confident the dealer does not want to dismiss the complaint and retain the funds of a senior citizen based on this rejection, perhaps arbitration is a more suitable course of action for them.
  Thank you for your attention to this matter. 
  Sincerely,
  ***** *********
  
  

  Business Response

  Date: 03/18/2025

  To Whom It May Concern:
  
  We want to thank the Better Business Bureau for bringing this matter to our attention. Mazda of Clearwater is actively engaging with Mr. ********* to address and resolve his concerns. We appreciate and thank you again for your participation, professionalism, and assistance in this process.
  
  Respectfully,
  ******* ********
  General Sales Manager
  Mazda of Clearwater
  

  Customer Answer

  Date: 03/19/2025

   
  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,
  
  ***** *********