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:05/20/2025

  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.

  In December 2024, I purchased a vehicle from the Mazda dealership in Schaumburg, **. I was told by the sales associate (***) that the car hadnt gone through inspection yet, but it would be, and any faulty parts would be replaced.Within two days, problems began. By the second week, the car wouldnt start at all.During this time, I was pressured into signing for an extended warranty with an extra $1,000 hidden in the financing paperwork. When I questioned it, the finance manager told me if I didnt agree, theyd take the car backdespite it being financed through Ally. I had to escalate the issue to get the price ************ early January, they took the car in and kept it for 5.5 months. Communication was poor throughout. I was told several times the car was ready, only to find out on final test drives more issues had occurred.I had to call for updates, and only then did I learn they had replaced the transmission and transfer case without my knowledge or approval. These repairs totaled over $8,000. They also charged my warranty company $550 for a new battery without informing me.When I finally got the vehicle back, it was still leaking water through the A-pillar, an issue I had originally asked them to fix.This dealership uses pressure tactics, hides costs, makes major repairs without approval, and fails to communicate. Im filing this complaint to hold them accountable and to warn others. I know there is a lot of images I have uploaded. I apologize. The roof leaking was one of the things mentioned to be fixed. I was told it was fixed. Ive only had the car back for one day and it is raining and that is why the carpet is wet underneath. The carpet is a big pool of water. I have no way to get it out. That is my only vehicle I have expressed to them they have had the car for over five months and it smells like mildew

  Business Response

  Date: 05/22/2025

  Mr ********** car was kept at our shop for several months as we waited on parts for his repairs. Per the service advisor, he was told of all of the repairs that were being done under warranty, and was given a loaner vehicle for the duration of the car being in the shop. During the whole time the vehicle was in our possession, no leaks were observed, even though the car was kept outside. The dealership also never formally committed to any kind of leak repair, should one have been found; the vehicle was sold as-is except for items covered under the service contract that Mr. ******** purchased. 

  Once the vehicle was repaired, the dealership traveled over an hour to accommodate Mr. ******** and deliver the vehicle. It was then found that he had violated the terms of the the loaner agreement, accruing ****** miles on a brand new car in just four months. Mr. ******** has been verbally abusive over the phone and, when he brought up this issue of the leak, refused to bring the vehicle in to be inspected by our mechanic. At this point, our dealership has fulfilled and gone beyond our legal requirements for Mr. ********* and will be doing no additional free work to Mr. ********** car, which was sold as is. 

   

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23355308
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* Martinez 
  ***, the salesman had told us that they did not have time to an inspection when they took the vehicle in in December that they would do one if I decided to purchase a vehicle The first couple weeks of January, that is why they had mentioned in The added text that they were gonna do cosmetic work. They have not kept me informed about what has been going This vehicle was sold to me in horrible condition Even after I received it back from them it now needs over $2000 more in Work and the roof is leaking. The loaner agreement that they had mentioned did They never mentioned it to me. They sent it in an email a month after I received the car not only until all this happened did I see it And It is signed by someone else when I had brought that to their attention They acknowledged one of their employees signed it But still think I should be held responsible it For them to expect someone to only drive 1000 miles in 5 1/2 months is absurd They never mentioned the Car we have kept in contact through text. Theyve never asked about it. They never told me any conditions. They just dropped it off.

  Business Response

  Date: 05/27/2025

  The attachment only shows the salesman acknowledging the customer's complaint - it does not state that it will be fixed. As mentioned earlier, this vehicle was sold as is as shown. The customer purchased a 10 year old vehicle for less than $9000 that did not have any implied warranty. The dealership has satisfied its legal obligations with regard to the vehicle, and will not be doing any further work on this vehicle. 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23355308
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* ********

  I sent this list back in March 4 of a list of stuff that needed to be fixed to the salesman I had bought in the car from that told me there was not time because it was the end of the year to do an inspection that they would do one at the beginning of the year this Mazda dealership claims to inspect their cars when they get them in, which is what my salesman told me I do not understand now why my situation is different. There was a lot of stuff wrong on the car that shouldve been noticed like a gas heat shield that was practically disintegrated. They did not charge me any money to fix the cosmetics that I told them about because they told me if I had bought in the car they would do an inspection and replace anything, but they only replaced things. They were easily noticed the next day they rejected helping me any longer. Also, they brought up the loaner agreement that they are employees tried to forge my signature on. 

• Initial Complaint

  Date:01/11/2025

  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 bought a used car from them on April 1, 2024.Included un my bank financing was a car warranty option.A couple months later it was revealed that the warranty was only valid for use at a Mazda dealership. This was NOT disclosed to me at the time of signing. I found this out when I attempted to use the warranty at my car shop that I have been going to for over 10 years.After contacting the dealership, they even admitted that this should not be the case especially for a used car. They said I could cancel the warranty and they would return the unused portion of the total cost. Now the delays begin. They said they could not credit me until my car shop withdrew the hold on my warranty company account. My car shop contacted the warranty company again and the warranty company assured them that there was no hold on the account, since they were not authorized to do so.Finally, Napleton said ok, and that my account would stop being charged on Oct *******, and my money would be credited to my bank loan at Ally bank.Well, this still has not been done, and they have used various excuses to not do so.The latest one being that they sent the money to the wrong bank. Then they said they took care of it, 2 times, 20 days ago. Now they have gone dark and do not respond to my emails. I have already put them on notice that I would be contacting you.

  Business Response

  Date: 02/05/2025

  Hello, apologies for the delay. The refund amount was sent to the correct bank, Ally, and it was cashed on Jan 14. Your account balance should reflect it at this point. We apologize as the check was initially sent to the wrong bank, causing the delay. 

  Customer Answer

  Date: 02/07/2025

   
  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,
  
  ******** (***) *****

• Initial Complaint

  Date:07/25/2024

  Type:Order 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.

  On 3/28/24 we canceled (2) a maintenance and service contract (in person) at Napleton Mazda in Schaumburg, Ill. It's been over 4 months and we do not have our pro-rated money back. We have called the dealer several times and they are not returning our calls. The contracts are under my wife's name, *********************

  Business Response

  Date: 08/09/2024

  Our sincere apologies for the delay - this paperwork got misplaced by a former employee in our office. We are cutting the refund check today. 

  Customer Answer

  Date: 08/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 
  I wanted to let you know that my issue has been resolved with Napleton Schaumburg Mazda.

  
  Thanks for the help!

  
  ***** and *********************
  

• Initial Complaint

  Date:06/08/2024

  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.

  Purchased a new vehicle with a trade back on March 30th. After arguing with them for several weeks and Mazda finance calling me about wanting payment for the vehicle that I had traded in they finally paid off the vehicle on 4/25. I had canceled both my GAP and extended warranty but have only received GAP refund and not extended warranty refund. I have again asked the dealer about this and they informed me they will look into this. Im asking for my refund of the extended warranty that was suppose to be Canceled March 30th.

  Business Response

  Date: 06/09/2024

  We will check into the status, but refunds from service contract providers often take 8-12 weeks, which is beyond our control. We will verify that the cancelation is in process and update the customer. 

  Customer Answer

  Date: 06/11/2024

   
  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

  Date:07/12/2023

  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.

  I started financing this car back in mid march of this year, after I had gotten the car I had a noisy strut that needed to be replaced and Mazda had replaced the 1 strut, after they replaced it the car was okay for a couple days and then the issue got worse and the front end did not feel right on turns, I took it back to them multiple more time with them sending me home saying there is no issue, after multiple times of going there they finally said they needed to replaced the other strut and one of the inner tie rods and this was all being covered under my vehicle service contract besides a 100$ deductible I had to pay, after they replaced those parts the car felt fine for 30 minutes until while I was driving the front end felt like it collapsed a little bit and made the car ride not smooth at all, I continued to bring the car back to them multiple times and they keep saying nothing is wrong, my vehicle is a 2014 ******* sonata GLS, on my model car it can either have sports suspension or non sports suspension parts, my car has sports suspension and when Schaumburg Mazda replaced my struts with non sports suspension parts and has been causing much more damage to my suspension for the past 4 months they have been sending me home with the car saying everything is fine when it clearly isnt, every time I would mention about the noise the mechanics all tried to blame the tires, I have since checked all tires and rims and there are no issue but problem still persists

  Business Response

  Date: 07/26/2023

  The customer has since brought his car to our dealership for further evaluation. 

• Initial Complaint

  Date:03/23/2023

  Type:Product 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 went to this dealership and purchased a vehicle and since the first day I got the vehicle I have been going back daily because the vehicle is clearly unsafe to drive and wheels start wobbling uncontrollably, they deny anything being wrong with it, the last time I brought it in was because I told them it feels like the axle is coming loose, they contacted me and told me the axle was a little loose but nothing to worry about even though I can clearly hear the spline grinding when bringing it back to the dealership, every time they tell me they found nothing and try to send me home with the vehicle and every time I leave there the wheels feel like they are going to rip of from the wobbling, I am done with the back and forth games with this dealership and the lack of fixing a vehicle that I paid extra for service contract that covers everything, I just want my money back at this point

  Business Response

  Date: 04/18/2023

  The customer has subsequently brought their car back for further inspection and we replaced a strut. The customer went on a road test with ************ and there was no problem detected.

   

  *****

• Initial Complaint

  Date:08/12/2022

  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 my Son a vehicle for HS Graduation. Because I financed the vehicle I purchased a warranty. Glad I did because they sold me a lemon. My son left for college and returned for holidays and breaks. June 2022 in 95 degree weather the car stop at the middle of the intersection. We had it towed to the ********** Mazda because it was a few blocks away. ********** Mazda reached out to schaumburg mazda and explained what took place. It took these people a month to pick my Son car up from **********. I beg them over and over to transfer the warranty to ********** because when the car is inoperable and stops in the middle of a intersection its no way we can get it out to schaumburg. Schaumburg gave me the run around for weeks. They finally picked up the vehicle from ********** Mazda. Have not reached out to me or returned any of my call. My Son didnt even put **** miles on that lemon before it broke down. Im paying a car note for a vehicle thats been sitting in the shop practically the entire summer. These people are so unprofessional. We are sick of calling. No way a dealership should have a car this long unless they are intentionally running up the bill for the warranty I paid for. My Son has left to go back to school.

  Business Response

  Date: 08/23/2022

  The vehicle needed repairs authorized by the extended warranty company to be further evaluated. When it was, it was sent to ******* and an engine replacement was authorized. We are now waiting on that engine to arrive and hope for the vehicle to be complete within a few weeks when the engine arrives. 

  Customer Answer

  Date: 08/27/2022

   
  Complaint: 17707628
  
  I am rejecting this response because:It does not change the fact I was sold a lemon. Less than **** have been put on that car in a 12 month timeframe. No way it should need a engine. I shouldve been offered a loaner vehicle. Im stuck paying a car not for a useless vehicle in a drowning economy 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/01/2022

  ******************* refers to a lemon which is something applicable to new cars under law; this was a used car that had mechanical failure after more miles in its lifetime than the **** she refers to. The vehicle has been finished and there is no reason to expect that it will have more issues than any other car if its age and miles going forward. We have repaired the vehicle under its warranty, fulfilling our end of the matter.