ComplaintsforNapleton's Schaumburg Mazda

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  07/26/2023

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

• Initial Complaint

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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. 

• Initial Complaint

  03/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sold a car over a month ago and the dealership still hasn't paid off the balance. This will negatively affect my credit (it isn't great however) and will increase the pay off amount. At the date of sale, the payoff amount was $15300. Any attempt to charge for additional interests accrued since the date of sale will not be authorized. If it does, I will request a refund. Please resolve this ASAP.

  Business response

  04/15/2022

  Mr. Hans *** has been paid off

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: Friday Feb. 11 For the amount of $6900 They committed to provide me with a safe car, they also committed to changing the oil and running a diagnostics. To which they did neither.The dealership promised me the car had no issues other than the minor ones they had told me about, they are supposed to extensively check each car for safety purposes at minimum but also to make sure the cars they are selling are up to standard. When i took it to my mechanic, the oil was unarguably not changed. The oil had metal shavings and was pitch black. The variable valve timing is also displaced 30 degrees which is straining the timing chain. This is something that would come up on any diagnostics but they choose to reset the diagnostics of the car and proceed to not tell me about this problem. It is not something that would come about within the short two weeks i have had the car, this is a problem they knew about. The mechanic can attest to that. The business has said that they are going to help me by letting me change the car out for another. But proceedings have been slow because they keep putting me off and they don't have any cars that are comparable and are pressuring me into spending more than twice as much money. It took so many weeks searching for a car i liked in my price range; I'm not interested in spending more than twice as much money especially when they screwed me over on purpose. There's one car they have that i think is ok but again I'm not happy at all with them pushing/forcing me to buy a more expensive car. I also don't want to be unreasonable either, I would take my money back gladly but i I would prefer a different car because I've already bled so much money not being able to drive my own car for work but i don't want to spend $15000 on a car right now. I need a car asap so i will be willing to spend some extra with them if i get a very good deal on the car.

  Customer response

  04/15/2022

   
  Complaint: 16815653
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  I was not told it was an auction car and I was told that the known repairs needed were the seat, the front light was loose and the shocks but they redacted that and said it was the steering wheel coupler not the shocks. I specifically asked for things and was lied to. They said they changed the oil and the car was serviced before I took it. They asked if I knew a mechanic when we were talking about the shocks to save money on that repair and I said yes, there was no implication behind the question like youre going to need one for many other problems. There was zero mention about the cars internal problems and there is no way they didnt know about it, so when I asked what the problems were with the car and their response was only those little things; they specifically withheld information about the sale to s**** me over and sell the car without repairing it. It is an unsafe vehicle to drive and the unsafe conditions were not told to me, this is an extreme negligence on their part and more than likely malicious intent to save money and increase profit margins. This business is shady to the extreme on all levels. This business legally has to disclose that the car is unsafe to drive if they knew about the problems before sale without telling me. They will be hearing from my lawyer if they cant make this right in some way.

   

  P.S. There is zero chance they didnt know about the displaced variable valve timing, it would have come up on any diagnostic test. When I called them and asked why they lied about the test, their response was our diagnostic test was just to make sure the engine turned on and off, they would have told me not to buy the car if I was a 16 year old girl 

  I talked to the salesman and the manager and they both gave me a different response on why the oil wasnt changed.
  

  Salesman - you only asked for the oil to be toped off
  Who asked for it to be toped off? Im not asking for a drink

  Manager - we did change the oil and youre lying    
  I have the oil as proof that it was for certain not changed.

   

  The salesman intentionally mislead me to believe the car only needed minor repairs, we discussed all the repairs needed and I specifically remember asking so theres only these minor issues, nothing major?    
  With a straight face he said yes its an older car with some minor issues but nothing major is wrong with it.

   

  Customer response

  04/15/2022

   
  Complaint: 16815653
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  I was not told it was an auction car and I was told that the known repairs needed were the seat, the front light was loose and the shocks but they redacted that and said it was the steering wheel coupler not the shocks. I specifically asked for things and was lied to. They said they changed the oil and the car was serviced before I took it. They asked if I knew a mechanic when we were talking about the shocks to save money on that repair and I said yes, there was no implication behind the question like youre going to need one for many other problems. There was zero mention about the cars internal problems and there is no way they didnt know about it, so when I asked what the problems were with the car and their response was only those little things; they specifically withheld information about the sale to s**** me over and sell the car without repairing it. It is an unsafe vehicle to drive and the unsafe conditions were not told to me, this is an extreme negligence on their part and more than likely malicious intent to save money and increase profit margins. This business is shady to the extreme on all levels. This business legally has to disclose that the car is unsafe to drive if they knew about the problems before sale without telling me. They will be hearing from my lawyer if they cant make this right in some way.
  
  P.S. There is zero chance they didnt know about the displaced variable valve timing, it would have come up on any diagnostic test. When I called them and asked why they lied about the test, their response was our diagnostic test was just to make sure the engine turned on and off, they would have told me not to buy the car if I was a 16 year old girl 
  I talked to the salesman and the manager and they both gave me a different response on why the oil wasnt changed. 
  
  Salesman - you only asked for the oil to be toped off
  Who asked for it to be toped off? Im not asking for a drink
  Manager - we did change the oil and youre lying    
  I have the oil as proof that it was for certain not changed.
  
  The salesman intentionally mislead me to believe the car only needed minor repairs, we discussed all the repairs needed and I specifically remember asking so theres only these minor issues, nothing major?    
  With a straight face he said yes its an older car with some minor issues but nothing major is wrong with it.
  
  

  Business response

  04/20/2022

  ****************** recollection of events contrasts with our salesperson and manager's. He purchased a car as is with no repairs to be provided by the dealership, which was plainly spelled out and signed off by him. Our managers have previously offered to exchange his vehicle for another car on our lot, but he was extremely difficult to deal with and asked for discounts on the replacement car that were not possible. 

• Initial Complaint

  08/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased 2021 Mazda 3 ********** on June 4 2021 and it was a perfect car and I looked over it multiple times as I was there for 7 hours at the dealership. After I signed all of the papers I walked outside with the salesman and saw scratches on the gauge cluster, steering wheel airbag, and door handle cups, the salesman told me theyll gladly fix it so I took the car. It took weeks before I got the gauge cluster replaced I had to call Mazda Corporate to get it done and the other issues they were thrown under the rug. For months now Ive been fighting this but the service manager ***************************** refuses to fix the issues and blame it on me. He gives me a disrespectful attitude while I try to be nice and professional. The dealership still wont fix the scratches they caused.

  Business response

  08/21/2021

  Our service manager sent pictures and a request to Mazda corporate to cover the repair of these items under warranty/goodwill, as the car was delivered to the dealer in that condition. The manufacturer declined to cover the items, and as the defects have to do with the manufacturer and not the dealer, there is nothing more to do at this time. ******************** is free to contact Mazda corporate, and if they change their mind about covering the cost of repair, then we will be happy to perform the work involved.

  Customer response

  08/25/2021

   
  Complaint: 15776612
  
  I am rejecting this response because: The car was definitely damaged under the dealerships hands. Your dealerships porters while cleaning the vehicle must have scratched up the steering wheel airbag if they managed to scratch up the gauge cluster. I would assume your dealership does not clean your microfiber cloths or it had debris to scratch up the plastics this badly. I highly doubt the car was delivered from the factory like this if the whole vehicle is covered in plastic and your pdi techs or porters are the last hands on the car removing the protection plastics and cleaning the vehicle.

  Since your dealership prefer to not care about your customers and fix your mistakes then give me a discount that I like on the parts and free installation on all parts that are part of the complaint and dont manage to scratch it up again and I will be off your backs.

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

  Business response

  08/26/2021

  As a dealership we are happy to offer the parts at our internal rates out of goodwill, and labor at internal rates as well. However, again these marks were not caused by our staff, the car was delivered that way. If the customer wants to quote the parts and labor at internal rates he can contact our service manager to get that information. 

  Customer response

  08/27/2021

   
  Complaint: 15776612
  
  I am rejecting this response because: I would like to have full price (Tax and everything) to be given through the BBB message system and I did request free installation labor for all the parts required to complete and close out this complaint. I would like to see that request to be fulfilled after 3 months of this whole thing being dragged on because your dealership couldnt take responsibility of your actions. Again I want the full total price to be sent in text in the Better Business Bureau and I would like to see my request for free installation labor on all parts from this complaint.

  Also I would like for both Napleton ********** President and CEO to hear the whole story. I have sent them a email in the pass and I will be sending them a follow up email as soon as possible.

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

• Initial Complaint

  07/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put money down on a car and this dealership bought my car for close to 16k. Ran my credit, gave me a loaner and told me my car was on the way and would be 5 business days. Then they emailed me today to tell my they have not located the vehicle and asking questions about me taking a different vehicle than the one I ordered. So they sold me a car that didnt exists, took my money and my car

  Business response

  07/16/2021

  Spoke with customer and explained we could not locate the car she wanted and had already issued refund. We agreed to send a letter to the credit bureau to let them know to remove the inquiry from her record. 

*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. ↩