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Business Profile

New Car Dealers

Royal Palm Mazda

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/15/2024

    Type:Order Issues
    Status:
    Answered
    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.
    I was looking for a used car on cars.com and found a 2020 ***** NX300 (mileage ******) at an attractive price between $26,000 and $27,000. I clicked the button "Check Availability" and received a call from the dealer. They set up a meeting on the same day, Sunday, July 28, 2024, at 5:00 pm. I arrived there at about 5:15 pm. ************************* (phone ************) met me and arranged a test drive. After the test drive he asked if I wanted to proceed. I said the price of the car was attractive, but I realized that the final price would include sales tax and fees, so I asked for a detailed estimate of the final cost. ***** printed out the calculation. It included sales tax of about $1,800, a service fee of $999, a warranty fee of about $2,000, a license and registration fee of about $380 and some other smaller fees totaling about $32,000. We discussed that calculation for more than 2 hours. ***** explained the warranty and I asked exclude it. We agreed on the final amount of $30,000 exactly. *****'s manager confirmed that amount. ***** printed out a lot of papers and had me sign them. Another person (****) prepared the sales contract. The complete paperwork was ready at about 9:30 pm. I signed everything by 10:00 pm and picked up the car.I only managed to read the contract carefully at home. I found that the contract price had been increased by more than $5,000. Starting at $30,000, they again added sales tax (about $1800), a $999 service fee, a $380 license and registration fee, a few other minor fees. They also added a $1,250 "MAINT CONT" (I assume this is a continuation of maintenance) that we never discussed.On Saturday, August 3, I went to their office and met with ***** and a manager. They told me that I had signed the contract, which meant that I agreed to everything. That's when I realized they did it intentionally. They had prepared a contract that was totally different from what we had agreed on.

    Business Response

    Date: 08/16/2024

     MY FINANCE MANAGER TALKED TO CUSTOMER WE WILL ISSUE A REFUND TO THE PRODUCTS SHE PURCHASED FROM ** .

    Customer Answer

    Date: 08/18/2024

     
    Complaint: 22127077

    I am rejecting this response because:

    On 8/16/24 their finance manager called me, but did not discuss the issue, he just asked for my email address. I promptly texted my email address to him, but never received any message from them.

    Sincerely,

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

  • Initial Complaint

    Date:01/16/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    I paid $4860 for front and rear mud guards and a cargo tray which I never received. I do not own the car anymore but I feel that I should be reimbursed for the money I paid for but did not receive the items I paid for.

    Business Response

    Date: 01/17/2024

    ALL THESE ITEMS WERE ON THE CUSTOMERS CAR SALES VERIFIED IT . 

    Customer Answer

    Date: 01/25/2024

    I am asking for a refund of only $370.00 which is the cost of the mud guards and cargo mats which I never received. Please revise the complaint to reflect the correct amount.

    Business Response

    Date: 01/25/2024

    HE WAS NOT CHARGED MUDFLAPS OR TRAY 

    Customer Answer

    Date: 01/26/2024

    Issue resolved. Please cancel my case

    Customer Answer

    Date: 01/26/2024

    Received payment. Please cancel my case

  • Initial Complaint

    Date:12/04/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    they paid my car loan off on a trade in 2 months later than it should have been resulting in a negative report on my credit i have perfect history besides this incident and nobody has reached out to make it right ive tried reaching out to the lender and now BBB i dont want any compensation or anything like that just to get this situation resolved that i had no control over and was told it would be paid off in 10 days and ended up taking 2 months

  • Initial Complaint

    Date:11/02/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I placed a $500.00 refundable deposit to hold a 2023 new Mazda 3 sedan for several days before purchasing. I confirmed several times that this deposit was fully refundable. We had agreed on the price via phone, email, and text exchanges. When we arrived at the dealer on October 21, 2023 to purchase the car, despite having asked for all information about how to pay, how to make out a cashier's check, etc. and providing the dealer (Royal Palms or Southern Palms) with all information about the purchase, the dealer refused to honor the deal and claimed that we had provided the wrong form of payment and that I could not purchase a car for my daughter using my funds. We canceled the deal and requested the return of the deposit. We were told that it would be returned on Monday morning. I have followed up several times with ****** at Southern Palms and been assured that the refund of the deposit was coming. On October 30 I gave them 24 hours to refund or I would dispute with **************** and file a complaint. I have not received a refund. And, we were able to purchase a car exactly the way we expected from another dealer on October 22. They said that what I intended was pretty standard and easily doable.

    Business Response

    Date: 01/17/2024

    we refunded the customer $500

  • Initial Complaint

    Date:10/17/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    By sale contract dated 1 July 2022, my wife and I cash-purchased a new Mazda Mx5 RF from Southern Palms Mazda ("SPM") in the amount of $43,000. We live in ****** and made this purchase remotely; the car was delivered to our home. As inducement to the sale, the sales representative agreed that SPM would provide two free oil changes at its "sister store," ************* (est. value app. $200). The rep. confirmed this explicitly in phone **** messages, copies of which we still have. He agreed by **** to record this in the "We Owe" paper (included in the documents package returned to SPM), though we never received back the photocopy of it. About 1 Sept. 2023, I contacted SPM to redeem the first oil change due. After a few phone calls over two weeks, I was redirected to someone in SPM Finance, to whom I emailed screenshots of the sales reps' **** promise. The finance official rudely refused to honor the **** promise, claiming that it was not legally enforceable. Since then, I have complained many times by phone and with a negative ****** review, and corresponded with two more customer service agents, who have also not resolved the dispute. On 3 Oct., SPM offered to provide me with a gift card in the amount of $100 to cover the two oil changes (an amount I did not accept). However, SPM's own service website shows that one single oil change costs $79.95, while at ****** Mazda it is $69.95, both exclusive of taxes and disposal fees. ****** Mazda informed me that this brings the total cost up to app. $86 per each change. *************, SPM's sister store, quoted by telephone $89.95 for one oil change (its website did not offer an online quote). One 4 Oct., I relayed this information by email to SPM (with screenshots from SPM and ****** Mazda service websites) with a conditional acceptance of their gift card offer, but in the amount of $200 to cover these demonstrated costs for two oil changes. After several email and phone follow-**** I have received no reply.

    Business Response

    Date: 01/17/2024

    i sent the customer $200 to take care of his oil changes .

  • Initial Complaint

    Date:09/29/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    We have leased our new Mazda on August 8th; we got nothing but headaches from this dealership. Not only it took us 4 hours to get the deal we wanted they also tried to cheat us into paying fees we were not supposed to. After some weeks we got our bill and low and behold, our bill is more than what we agreed upon. We went to the dealership to ask why the monthly payment is different and all they gave us were a bunch of excuses. So, we "accepted" it and requested for it to be corrected, however all they were able to do was cut us a check for the difference, we agreed to it....it took them 3 weeks to cut us a check, although they said we will receive it overnight. I called Mazda financial services about some issue, and they had a very hard time locating our account, so It made me really suspicious as to why would they have such a hard time finding our account if the vehicle was leased over a month ago. So, I started digging into it and requested the bank to send me copies of the lease agreement that the dealership sent them. I received the ************ and EVERY SINGLE THING ON THAT AGREEMENT IS INCORRECT/FAULSE!!! The lease date is a month after the original lease date, the lessee's name is incorrect (it's supposed to be my husband, but they put my name only), the monthly payment is different, the vehicle total cost (MSRP) is off by $200+, along with other fees and amounts that are completely different from what's on the pink slip lease agreement. and on top of all that they signed the "new" agreement with my name electronically without me even knowing about it, so basically, they forged my signature. It's our 4th time in our lives leasing a car, and we have never dealt with such shady people! I can't believe how low someone can go to scam others. STAY AWAY FROM THIS DEALERSHIP!!!

    Business Response

    Date: 01/17/2024

    Customer agreed to the purchase at the time . We made the customer happy i gave him another check for his payments they are really happy now.

  • Initial Complaint

    Date:08/11/2023

    Type:Product Issues
    Status:
    Answered
    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.
    In late July, ************** Mazda at ******************************************************* **********, ** ************************************************************************** to put a deposit of $3500 on a 2018 Mazda CX-3 and did not get me a loan and as of 11 August 2023 has not returned my deposit. I have tried numerous times to get my money back. From the salesman, *****, Manager *******************, Manager **** and customer service manger ******************, I keep getting the run around with my money. I spoke with Alexandria on 31 July 2023, she stated it would take 5-7 days for my refund. When I called my credit card issuer, they stated no return is in the system. I keep calling the dealership and keep getting the run around. I need my money as keeping it is fraud. I have numerous text messages about the deposit to be returned if need be. Please help!!!

    Business Response

    Date: 01/17/2024

    yes the deposit was refunded back to customer 

  • Initial Complaint

    Date:07/20/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    ***BUYER BEWARE****My wife's birthday was ruined when I bought a car from this incompetent dealership over the internet because they told me it was perfect inside and out. They delivered the car to my house with BURNED CARPETS and the most HORRIBLE smell of cigs that I have ever smelt! I was upset but figured this is what the 3 day exchange was for. NOPE!! Neither the bank or the Dealer would honor the 3 day exchange or any agreements that we have on email and these people just royally screwed over a married couple for NO REASON!! Other then they made a mistake on this car and took it out on us!! A palm beach dealer that couldn't take a hit on one of their own mistakes and has to take it out on another customer! INSANE! The *** **** promised to discount the car in exchange for an aftermarket product that I could cancel right after. He said I could pocket the money. Sounds fishy but I needed the *** anyway so i dont know why he offered this. That promise to cancel was broken when the ***************** told me I couldnt do that. I'll be filling a complaint with the BBB and *****************************. The ***************** promised that if he fixed the car and i still didnt like it... THEN he would exchange it. Well they just dropped it off at the WRONG HOUSE and didnt give me a choice. These people promise anything and then dont follow through. Filling a complaint with the ******* AG to see if anyone can help me with their written promises that they blatanly ignored!Dealer was asked on the very first night if they would be willing to let me tow the car back at my own expense and they take it to auction with the damage. They had the ability to cancel this deal in good faith & make that choice and they chose to hide behind the used car laws to s**** over a customer. This is the dealer that ruins the reputation of other dealers who try to do the right thing. When these people need to get rid of something, they will find an innocent couple to take advantage of. CANCEL MY ***!

  • Initial Complaint

    Date:07/05/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    March 12, 2023 My son and myself purchased a car from Southern Palms Mazda.Re: VIN 7MMVABCMXPNI36095 2023 MAZDA I paid for this car for my son *********************. At the time of purchase I wanted to give the dealer a check for the full amount of this car. The manager ******* asked us to please do this special loan promotion instead as he would get money from their corporate office and we would get a discount, there would be no interest charge for a year and I could pay it off any time. This turned out to be not true and turned into a big ordeal for me. They had sent the car loan to Santader Consumer at a loan rate of almost 10%. I had to inconvenience myself and waist a lot of time to pay off this loan that we never wanted. ******* told me he **** refund me the difference of the price of the car and the amount Santander had me pay which is $200. He said it would take about three weeks as he had to wait for them to close the loan. This was all completed on 4/26/2023. I have called them four times and they have not resolved this. Every time I call a manager will not come to the phone or call me back and the girl has only given various excuses.

    Business Response

    Date: 01/17/2024

    Yes the loan is paid and the customer is happy .

    Customer Answer

    Date: 01/20/2024

     
    Complaint: 20275313

    I am rejecting this response because:
    I am not happy as they said.  The manager has promised to refund me the interest that I paid on a loan that I did not want.  He never answered the phone, would not come talk to me when I came in and never mailed me the $200. that he did he would.  Very dishonest man.
    Sincerely,

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

    Business Response

    Date: 01/25/2024

    SENT CHECK FOR 200 TO CUSTOMER

    Business Response

    Date: 02/07/2024

    SENT CHECK FOR 200 TO CUSTOMER

    Customer Answer

    Date: 02/07/2024

     
    Complaint: 20275313

    I am rejecting this response because:  They said they sent the $200. overpayment, but they did NOT.  It was not sent or received.

    If in fact it was then they should show proof of it.

    Sincerely,

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

    Business Response

    Date: 02/07/2024

    I AM MAILING OUT A CHECK AGAIN PLEASE EMAIL ME OR CALL ME WHEN YOU GET IT THANK YOU AND SORRY FOR THE INCONVENIENCE . *************************************

    Customer Answer

    Date: 02/08/2024

    I will let you know if and when I receive the check from JWagner@wpbmazda

    Thank you for your help.  How should I let you know?

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

    Customer Answer

    Date: 02/14/2024

     
    Better Business Bureau:
    It took them a really long time to do what they said they would, 10 months, but finally a few days ago I received the check in the mai.
    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

    Date:08/20/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I purchased a 2017 Mazda 6 from the dealer in August of 2021 in anticipation of my job returning to full time in the office. A year later, my company has decided to remain remote permanently and, as a result, I have decided to sell the car since I no longer need it.When I purchased the car I was told the Carfax was clean and it was a 1 owner, no accident vehicle. I trusted this was true and I even recall there being a printout shown to me. Apparently, this document was not included with my purchase documents and no, a year later, I am finding out the car was involved in a front-end collision that was rated as moderate. This has significantly devalued the vehicle. Keep in mind, I paid FULL retail value for this car in a time when used car prices were probably near their peak. If the vehicle were truly accident free, it would currently be worth enough to cover my outstanding loan; but with the accident history, it leaves me nearly $4000 short.I have been in contact with the dealership to discuss them making it right (I'm relatively certain they make a killing $$$ on the sale) and they refuse to be of any assistance and deny providing false information at the time of sale.I am pretty firm on never purchasing a car with an accident history (especially something rated as moderate). I'm pretty sure if they keep records of their website listings, it will also state there that is was an accident free car.And, the accident date was posted well before they sold the car to me... so any claim that they were unaware is not valid.

    Business Response

    Date: 01/17/2024

    some times it takes the carfax a while to update an accident  . I purchased the dealership nov 16,2022 . i will help you trade the car in.

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