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:06/23/2025

  Type:Order 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.

  -On April 8, 2025, I entered into a vehicle lease agreement with Ocean Mazda Roswell.-Ocean Mazda Roswell failed to submit the necessary documentation to the Fulton County Tag Office to request the permanent license plate for the leased vehicle.-As a result, the temporary tag expired on June 22, 2025. I was informed by the Fulton County Tag Office that no further extensions could be granted.-As of today, June 23, 2025, I have not received the permanent plate and am therefore unable to legally operate the vehicle, as driving with expired tags is prohibited under Georgia law.-Accordingly, I hold Ocean Mazda Roswell fully liable for all transportation expenses incurred from June 23, 2025, forward, due to this failure and breach of the leasing agreement.-I hereby demand full reimbursement of these transportation costs until (1) the permanent plate is provided, and/or (2) an early termination of the lease is approved.Additional evidence available upon request.

  

  Business Response

  Date: 07/11/2025

  Mr ********* my name is ***** ******** and I am one of the sales managers here at Ocean Mazda Roswell. I spoke with ****** the general Sales Manager and he confirmed your issue is resolved. Thank you for your patience during our transition and we hope to have a strong relationship moving forward.

• Initial Complaint

  Date:05/16/2025

  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.

  I purchased a 2020 Tesla Model 3 from Ocean Mazda Roswell in Roswell, ******* on 4/14/2025 for the sum of $21,934 and to include government certificate of title and documentation services to handle submitting bill of sale, title transfer, registration, and alternative energy license plate. It has been 31 days and they have refused to submit my paperwork to the county/state. I have called and pleaded for them to handle this matter over a dozen times in the past two weeks by contacting serval sales manager, finance managers, accounting department personnel, the dealership general manager, and the corporate controller with no success of them taking action.

  

  Business Response

  Date: 06/27/2025

  Good afternoon and sorry for the delayed response. I reviewed your account and didn't notice records of your concern, communications or resolutions. We are aware of delayed tag/title process since our recent transition and appreciate your patience during this matter. I am going to speak with tag/title now and get an update for you. Expect a direct communication from me personally either way to ensure your concerns are resolved and we are back on track to earning your business. I am also going to speak with my BBB representative to see what we can do to separate these communications from normal review alerts to insure expedience in response on this platform as well.

  Customer Answer

  Date: 06/27/2025

   
  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 since I have received my paper work and documents. I would not however purchase another vehicle from that dealership nor recommend it to anyone else for their complete lack of customer care, disregard for following the law, and taking responsibility prior to outside intervention.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/27/2025

  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.

  I purchased a vehicle from this dealer in July of 2024. At the time of purchase I was told that my 2021 Tesla Model 3 was eligible for a federal EV tax credit of $4000. The government says you can take the 4k off the purchase price and transfer the credit to the dealer at time of purchase or wait until the end of the year and claim the credit on my taxes. They told me they werent familiar with how to do it at time of sale but assured me I could do it on my taxes. I filed my taxes a couple of weeks ago and they were immediately rejected because the vin didnt match in their system. I confirmed the vin and did some research and a dealer is supposed to report the vin to the *** and I needed a specific form. I contacted Mazda of Roswell and was told by the manager ***** I believe and also the sales person ********** that they were in the process of registering to be an eligible dealer and would send me proof at conclusion of phone call. I never received any contact back from either of them. Upon further investigation according to the *** Im not eligible for the credit because a dealer must already be registered and report the vin within 3 days. So they lied and sold me the vehicle under pretense when they knew they werent a registered dealer.

  

  Business Response

  Date: 02/28/2025

  Good morning. This is ***** and we spoke last week. As I explained then I was the expert on this program at the time of your purchase and not only did we not approve submitting for a rebate on your behalf we were not registered with the government to do so. I passed you off to ********* who has been attempting to get us registered but explained to both of you that getting registered in the future was not guaranteed and may not have bearing on previous purchases. I confirmed our status was still pending as of that date. I will check current status when I get in the office today and I welcome you to continue working with Deanthony to see if he can provide additional assistance. However, our stance is still we only participate in new car electric vehicle rebates supplied by Mazda. Sorry this is not the response you are looking for and I hope we can provide additional support for you in the future.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22997542
  
  I am rejecting this response because: The dealer has admitted that I purchased the vehicle based on the credit I was due to receive. Even though they knew at the time they were not a registered dealer they falsely stated I would receive the credit on my taxes at the end of the year. Dealer also acknowledged that since they are not a registered dealer and were not at the time of sale I am not eligible for the credit as discussed and basically they believe they bear no responsibility. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 02/28/2025

  Thank you for your response. Per our last response we never involved ourselves into a rebate for a used car. We are not and have not been registered with the government to facilitate this program. Please reach out to the government about any steps you can take to qualify directly with them. 

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22997542
  
  I am rejecting this response because: dealer lied
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:07/23/2024

  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.

  I was interested in purchasing a 2024 Mazda Miata, so I visited Mazda of Roswell to ask a salesperson for more details. ********************************* was my salesman at that time. After a few days of back-and-forth communication via text and phone, we finalized the deal for the car. They locked the car (VIN: *****************) at the port of ************, just off the ship. On May 21, 2024, I paid a $1,000 deposit to secure the car under my name.A few days later, on May 24, 2024, ****** texted me, saying that the car had arrived and even sent me a photo of it. I was very excited and replied that I would come to pick it up the next day. However, later that day, ****** informed me that there had been a slight miscommunication between the dealers and managers, resulting in the car being double-sold to another dealership in **********, **. This was unacceptable to me, as I did not want to wait several weeks for another car to arrive.A few days later, I requested a refund of my deposit, but they refused my request.

  

  Business Response

  Date: 08/12/2024

  Thank you for sharing your screen shots and bringing this to my attention. I did review the documents you sent as well as the text messages you had with ****** that you did not share. In addition I reviewed the few incoming calls you made to the store. None of which explicably agree to us getting you the replacement car. Our originally decision not to refund the deposit was due to the investment and cost we incurred getting this vehicle. However, with nothing confirming you were aware of this and agreed to the second vehicle the spirit of our non refundable deposit is not met. I will reach out to accounting via email tonight approving your deposit refund. If you have any questions moving forward please reach out to me directly. -***************************, Customer Relations Director, **********************

• Initial Complaint

  Date:05/13/2023

  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.

  Questionable sales tactics:May 1st 2023 - looked a few vehicles at the dealership. The one we were interested in was already sold but sales person informed ******* vehicle that isn't listed yet that would meet our criteria and was already ordered by the dealership (not by me) and would be in the following week. They asked for a 1k deposit and verbally noted that if we decide not to move forward with it that's fine - we can get the money back. Almost 2 weeks later and no vehicle - with the arrival date having never officially stated to us - (just that it would be the following week) - and come to find the estimated date was almost another 2 weeks out. So we asked to cancel the transaction and for a refund. Dealer states that they communicated the date to us - no piece of paper regarding the *** or anything shows this and my wife and I both are 100% positive no date was provided to us. They state that I was told the date that was in their system (which they have yet to tell us what that is) - my parties are stating we were never given an official date and that it would just be in either the following Monday or Tuesday (about a week out from original interaction). Come to find several other reviewers are finding the same deposit tactic they are using as well.

  

  Business Response

  Date: 05/22/2023

  Thank you for reaching out and sharing your experience. This is *****, we spoke previously regarding your concern. It seems like the content of your concern has changed since we spoke. Per our conversation you changed your mind after we secured the vehicle and held it for you for over two weeks. We appreciate that things change but the deposit is clearly detailed as non refundable. It's not to hurt you and force you to buy something you don't want any longer. It is specifically to protect yourself from having a car you want sold by another sales rep to another client while you are waiting, to secured the agreed upon deal and incentives and protect ** and other clients in need of a car from being turned away because we are holding a vehicle for you during that time. The car did arrive in the time we estimated. We also offered you an option of a loaner car to drive until it arrived. We truly wanted to earn your business and hate to have lost it. I hope when the dust settles you can appreciate our commitment to the deal we struck with you and our reluctantly requiring you to hold up your end of it.