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:06/06/2025

  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 was contacted by a Ray Skillman sales *** to purchase a car. I was asked for $2,000 down. I went to the dealership and gave bank statements due to being self-employed and was given the car. A few days later I was asked for more documents which I brought. A week later I was asked to bring in proof of residency which I brought. I called the car dealership a couple times each week because I hadnt received any paperwork on how to make a car payment or to register and plate the car. The plates were due to expire 5/31 so I kept calling and visited the car lot to find out what was going on. The finance person **** never returned my call and never saw me just kept telling staff to advise I would be called. The plates expired at which time I called again and was told I could not be issued more plates and theyre still working on it; I expressed my concern with the prices and fear I would be pulled over due to expired plates. Again, I visited the car lot and asked to speak to the *** I was issued dealer plates and it was explained I would need to start the process of purchasing the car all over again. A week has gone by and now theyre telling me I need to either give them an additional $8,000 or return the car and my initial down payment would not be returned because they would deduct mileage from the amount. I am now without a car and $2,000. This car lot scammed me out of money and never completed the process they should have from the beginning. If I was not approved for the car the car should not have been issued to me and my money should not have been taken.

  Business Response

  Date: 06/09/2025

  Customer withheld tax returns for weeks (stipulation bank required) due to not having filed taxes. This voided our first approval. We secured an additional approval; however, it requires $8000 down instead of $2000. Customer is still in vehicle and will be coming into the dealership today 6/9 to talk about payment plan. Will respond once outcome is established with customer. 

  Business Response

  Date: 06/23/2025

  To clarify:  Mr. ********** was asked to provide 2 yrs of completed tax returns.  This is a typical request when working with a self-employed individual and a lender willing to consider making a loan offer.  Mr. ********** was only able to provide transcripts, not actual returns, as they had not been filed.  In addition, a larger down payment was requested by the lender due to the risk level of the deal.  Pls note:  Mr. ********** did state that the above referenced complaint was not issued by himself, but instead by his girlfriend.  We were able to obtain financing with another one of our lending partners, thus the reason for the increase in down payment needed.  The additional down payment would allow the lender to waive the stipulation for tax returns.  On 6/18/25, Mr. ********** returned to the dealership to sign documents, completing the process with the new lender.  In addition, a $2k deposit was applied to the new deal and the remaining $6k is scheduled to be paid within the next few weeks, per his agreement with the dealership.

• Initial Complaint

  Date:05/10/2025

  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.

  Feb 2023 I put 2500 on a 2011 ***** equinox I had terrible credit, and found a place to work with me(Ray skillman north east Mazda Buy here pay here program.) By November the same year it was messing up really bad I took it back to Ray skillman.( I was told when I bought the car as long as I made my payments on time, and brought it there every ***** for oil changes if anything goes wrong they will help.) Come to find out theres $2300 worth of s*** wrong with it from the catalytic converter to the transmission seals. We got help thru the dealerships financial aid thing to pay for those services. In February 2025 I took it to get an oil change, and was told there were metal shavings in my oil, and the pistons needed changed. We paid another $300 for that. In March the ENTIRE muffler was busted. Had to pay $500 for that! Mind you all these service charges are racking up and were paying $100 a month for the service charges. ON TOP OF OUT CAR PAYMENT!!!(Those still arent paid off!!!!) Wednesday my car is doing the EXACT same thing it was doing before we put the original $2300 in it! I called Ray skillman and was told they are gonna come pick it up, and they did at 12:30pm Friday. I called them at 4:30 to ask whats going on with my car. They said and i quote our services are backed up, and we wont even be able to look at it till next week I said I have kids that go to school in ************ that I have to take to school three days a week and pick up two days a week. My husband works out of town and I live in ************ they said I was told that you had a friend helping you out with her car i said and she needs her car back and Im not paying her a monthly payment. Im paying you guys a monthly payment for a car that isnt even working. I said I was told by a manager if I had to bring it back here, I would get a new car and they told me they dont know why someone would tell me that because they just keep fixing the cars they have So a call back next week

  Business Response

  Date: 05/28/2025

  **** is leasing a 2011 Chevrolet Equinox from Ray Skillman Northeast Mazda. The vehicle was leased on 2/03/24 with ****** miles on it. The vehicle was leased as is no warranty. The allotted miles for the lease are ****** a year. The vehicle was brought into service on 11/11/25 with ******* miles on it and a tire, catalytic converter, transmission seal, and axle were all replaced. Ray Skillman paid the bill and the customer is supposed to be making payments on the service bill. The customer brought the vehicle back into service on 2/4/25 and it had ******* on it and the muffler assembly was replaced. Ray Skillman paid the bill and the customer is supposed to be making payments on the service bill. The customer called again on Friday, 5/9/25 stating the vehicle was having more problems and Ray Skillman towed the vehicle into service at no charge to the customer. The service department was full of appointments on that day and didn't have time to look at the vehicle. Since then the vehicle has been looked at in service. Since only one payment has been made on the previous service tickets, the customer is responsible for the current service bill. 

   

• Initial Complaint

  Date:01/23/2025

  Type:Sales and Advertising 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.

  Daughter traded in a 2018 CX-5 on Dec 26th and here we are Jan 23rd this dealer never paid it off! I had to call them today Jan 23rd and notify them as they had no clue that there was a lien on the car after a month. This trade in was in my name as well so of course the Bank is blowing up my phone! I had to pay the car payment today by phone as I was late so it wouldnt affect my credit score or my daughter and its been in their possession and is still in their possession for a month. The dealer said Oh we thought the car was paid ****** we never sent payment. The finance guy I spoke to said he assumed the car was paid for since she had the title in hand. I had to educate the finance guy on Missouri DMV laws that the title is mailed back to you after you title it. The finance guy who I wont name didnt even know that. I told him that perhaps if they dont know the laws in other states perhaps they shouldnt do business with out of state residents.

  Business Response

  Date: 02/08/2025

  We have recontracted the customer and over nighted the payoff to the lien holder.

• Initial Complaint

  Date:11/03/2024

  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 purchased a used 2016 **** Escape SE from them on April 10, ***************************************** service because every time I pumped gas the car wouldnt start back up. I was stranded at the *********** at 4am. They said they fixed the issue then after driving it to the gas station the next day it did the same thing they finally took my car to the fire dealership in *********. **** called me and said this car had over ******* worth of work that needed to be done. I called Ray Skillman and told the manager what I was told she says they werent supposed to call you they should have called me and thats not true information she then goes on to tell me she has spent a lot of money on repairs for this vehicle prior to me purchasing it. Well I gets the car back two weeks during this time they did provide a loaner as well. Yes the issue was finally fixed on third attempt. Thanks to **** service center for fixing issue on their first attempt however my thirds time bringing car in for service for same issue. Well I decided to go to the service department at *** Skillman and ask for a printout of all the wit they have done to this vehicle. Well I be darn this car has had three transmissions in it. As a matter of fact four days prior to my lease it was in service awaiting third transmission. I have all the paperwork to prove that this vehicle has had transmission issues on more than five occasions prior to my lease and here it is 6 months and one day and my transmission has went out and I was told I have to pay 3028 for a new transmission. No way. First off they had no idea I knew the car had three transmissions prior to me purchasing and they never made the lady prior to me pay for any service to the transmission because I have all her receipts and documents that Ray Skillman service center provided to me. So now my car is sitting in service with a blown transmission and I was not given a loaner. I have no way to get to work smh. This place is a nightmare to deal with

  Business Response

  Date: 11/18/2024

  Mrs ****** leased a 2016 **** Escape on 4/15/2024, she leased it as is no warranty. . The vehicle was brought into service and it was determined the vehicle needs a new transmission. The transmission is being replaced at no cost to the customer and the customer was provided a loaner. 

  Customer Answer

  Date: 11/21/2024

  Yes I did receive a loaner after contacting their corporate office. The loaner is in bad shape as well it was given to me with a donut tire on it A tire pressure light that stays on and it slides everytime it rains. Theres snow on the ground today and I am afraid to drive this loaner because if it slides in the rain I know it will definitely be all over road in the snow. I am just happy to be able to get to and from work now so I didnt complain, I have yet to receive a call in regards to my car that I dropped off on November 1st. I called service and left messages and have yet to receive a return call. They contact me every week for a car payment but wont contact me every week about my vehicle status. So until I actually receive my car and documents that they put a new transmission in this vehicle I will not close the complaint. They are scammers they will just replace a part on the transmission and lie and say they replaced the entire transmission after I receive my car and documentation that they replaced my transmission or maybe even get to talk to their service department myself in regard to my vehicleoh I mean their vehicle because thats what the sales manager said to me its their vehicle not minesthese people are rude and only being nice because I contacted corporate and better business bureau. Nothing was getting done at first. My car has been there three weeks exactly and I have yet received a call from service with update but I receive a call every Friday for payment this place is ridiculous 

  Customer Answer

  Date: 11/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
   
  The loaner is a very small car that has a donut tire and a tire pressure light on dash. My family cant even fit in this vehicle its so small and I have a big family. Also I just spoke with service and they have had my car for three weeks and still saying they have not received the part which should be the transmission. I dont understand how they have had my car since November 1st and have not even received the part thats exactly 3 weeks and I am in this little bitty ****** Mirage but my vehicle I purchased through them was a **** Escape suv so clearly I got an suv for a reason. Oh and they are calling me every Friday for payment. Tomorrow would be the fourth payment I have made since they have had the vehicle. And they havent even got the part so I am stuck in this tiny beater with a heater they loaned to me for who knows how long. They also said they didnt have any loaners prior to me receiving this one so I assume all their loaners are out with customers because they are selling lemons to people and charging them ****** for cars that needs transmissions my car has had three transmissions prior to my purchase that car should have never been sold on at a dealership regardless. Yes when my issue is resolved I willl update my complaint in mean time I am just patiently waiting on a positive outcome regardless of how I feel about the situation I hope for a positive outcome. This is my livelihood my car is a necessity in my life these people have caused me to miss hours at work causing my bills to become backed up just gave me a loaner a week ago but my car been there three weeks the pain and suffering I am enduring is despicable however I continue to be patient with *** Skillman 
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Parish ******
  

  Business Response

  Date: 11/25/2024

  Thank you for the response. The 2016 **** Escape was leased as-is no warranty. Ray Skillman Northeast Mazda is fixing the vehicle at no cost to the customer. Parish was provided a loaner when the dealership had a loaner available.  In the lease contract it states the payments are to be made on time or before the due date. The customer has transportation while the vehicle is in service, so the payments should be made on time. 

  Customer Answer

  Date: 11/26/2024

  That doesnt mean you can charge some $16,000 for a lemon that is waiting on its fourth transmission!!! This place is nothing but a headache and really should be shut down!!! Theres so many people I have communicated my situation with and they all say RaySkillman is known for giving people lemons and headaches. There should be a class action lawsuit against them because this has to be stopped they are ridiculous. I have been so freaking patient and I am beginning to lose my patience. Oh and the loaner slides needs major work and the brakes sounds train horn while in reverse. But ok I appreciate whatever smh. Five weeks later and still they havent even gotten my transmission delivered to service yet. 

  Customer Answer

  Date: 11/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  That doesnt mean you can charge some $16,000 for a lemon that is waiting on its fourth transmission!!! This place is nothing but a headache and really should be shut down!!! Theres so many people I have communicated my situation with and they all say RaySkillman is known for giving people lemons and headaches. There should be a class action lawsuit against them because this has to be stopped they are ridiculous. I have been so freaking patient and I am beginning to lose my patience. Oh and the loaner slides needs major work and the brakes sounds train horn while in reverse. But ok I appreciate whatever smh. Five weeks later and still they havent even gotten my transmission delivered to service yet. 
  
  Regards,
  
  Parish ******

  
  

• Initial Complaint

  Date:08/20/2024

  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.

  We purchased a 2018 ***** Silverado in mid-May with 1 month to report/get issues fixed under the warranty. Within two weeks, the truck was returned to the dealership for transmission issues (rough shifting, transmission hot error)--but the mechanic found no issues after running a diagnostic. July 3rd, we took the truck back for another check after the same error message popped. At that point, it was a different conversation. We were immediately told that we were outside of the warranty--despite having already reported the same issue twice. The BH/PH MGR advised she would only authorize a transmission flush/fill at Skillman's cost and any other transmission issues would have to be covered by us. I reminded her that we starting reporting concerns two weeks after the ************...it was necessary to get a second opinion at ***** and we find out a new transmission is needed due to a bad clutch. Could they have found this out two weeks after the initial purchase OR during the second visit? I absolutely believe so! We want the new transmission replaced at no cost to ***** this point, I have not uploaded any documents because Skillman has the visits in their system. If they get forgetful, I'm happy to provide them...and the info from Aamco.

  Business Response

  Date: 09/25/2024

  ****** lease a 2018 Chevrolet Silverado with us on 5/6/24. This vehicle was leased as-is no warranty. The vehicle has been brought back into service a couple of times and has been determined by our service department the vehicle does need a new transmission. Ray Skillman is putting a new transmission into the vehicle at no cost to the customer. 

• Initial Complaint

  Date:08/19/2024

  Type:Sales and Advertising 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 have dropped my vehicle off for service. The service department has failed to inform me on what is going on with my car. I was informed that they tried to fix something and it caused my car to stop shifting. So now the gear in my car is no longer working, yet they will not inform me if it's fixable. They have had my car for almost a month.

  Business Response

  Date: 08/21/2024

  This is a BHPH customer that took her vehicle somewhere else and they diagnose it needed a front differential and they call ****** to have it installed we installed it and the noise that they were chasing was still there 2014 Dodge Durango. After install we went to pull the vehicle out of the shop and the noise was still as loud as before, so we put it back on the lift and with the vehicle running the noise stopped and all wheels quit turning and the vehicle would not pull. As we continued to look at the unit we could not get any codes and had to pull the shift lock cable to move from the shop. Customer came in and talked to ****************** and we were going to take to ****************************** for diagnoses. As we were going to lunch my guy from Bedford Transmission told me some stuff to try. Customer supplied their own part all we did was install. No diagnoses. She wanted a loaner car but has no insurance. ****** and ****** has talked to this customer. The vehicle has been because we were looking for the right way to go. And no answers from the customer or BHPH.
  CODES ********
  ********
  ********
  ********
  ********
  ********
  
  
  ALL TRANSMISSION CODES 
  
  
  
  
  
  
  
  
  ***********************************
  Service Director
  Ray Skillman NE Mazda
  ************

  Customer Answer

  Date: 08/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:06/30/2024

  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.

  Incident occurred on June 21, 2024 at Ray Skillman Northeast Mazda I leased a brand new 2024 Mazda CX5 on January 2024. I took my SUV for its first ***** mile service for oil change and tire rotation. As I was driving away from the service center and off the Ray Skillman Northeast Mazda lot, I immediately noted something was wrong with my vehicle and it was making a noise, so I slowly turned right at the stop light to circle back very slowly to the dealership. As I was making the second turn down the road to the dealership, my front driver tire flew off my vehicle resulting in damage. I was blessed to not be injured physically but have some psychological stress as a result of the incident. For this I am currently seeking mental health services due to the anxiety of returning to this same vehicle again and dealing with the people at Ray Skillman. The amount of negligence is astounding. They told me 3 new techs had been responsible for what happened that day. The extent of the damage I do not know as no one has contact me after many requests and emails, that go unanswered. I have requested several times to speak to the owner but I am only allowed to speak to ***************************** (sales manager) and ***************************** (service manager) neither of whom ever reach out to me at all nor answer my emails or phone calls. I requested itemized damages and parts along with pictures of what needs to be done to fix the vehicle which have yet to be provided. I have also requested to either be bought out of my lease or a new car provided as I am fearful of them fixing the vehicle correctly. I have no trust in this dealership and that lack of trust is also magnified by the lack of communication. Im even speaking to a therapist due to my anxiety of being placed in the vehicle again and the risk to my life. I have filed a report with Mazda USA and the state of Indiana so far. There is no sense of responsibility and the communication on their end has been terrible.

  Business Response

  Date: 07/11/2024

  From the desk of ********************************:

  As mention in the customers concerns the unfortunate incident did happen here @ the service department. I (*****************************) have been in constant contact with customer.  via email and phone. We immediately gave the customer a loaner vehicle 2024 CX 50 to drive while we repaired the vehicle @ our certified body shop. We are using genuine Mazda USA Parts. The vehicle has been repaired to manufactures specs and the damage was all cosmetic. The customer has been contacted 7.11.2024 to let her know car was repaired and ready for pick up. We also recommended that she have her mechanic or another repair shop inspect to make sure it is back to Mazda specs. We will do whatever it takes to make sure she and we are satisfied with repairs. As mentioned before our lube crew made a mistake and that has been addressed and corrected. The unit is back here at the dealership (NE Mazda) and ready for pick up.

  The dealership management has signed and assured the customer the for the life of that vehicle we will guarantee in writing to cover any concerns with the left front of that suspension or body and paint. 

  I hope the resolved the concerns 

  ******************************* *** Skillman NE Mazda

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

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

  Customer Answer

  Date: 07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  ASG, a Mazda certified repair center, completed inspections today. 
  
  I am attaching their report with pictures of detailed workmanship issues done by Ray Skillman Collision. ****** with ASG can be contacted to discuss the numerous workmanship issues done by Ray Skillman.
  

  My car is not in the same condition prior to damage caused. 

  Regards,
  
  *************************

  
  

  Business Response

  Date: 07/24/2024

  We here at the ** Mazda store first and for most apologized for the inconvenience of having this issue. The vehicle was towed by us to her independent repair facility to be inspected. The collision center did the repairs and the vehicle was put back in its original state. The independent repair facility found a few blemishes that we will send back to the collision center for correction. The customer was advised. Her parents came in and talked to Colt Key and looked the car over and thought it looked good. Very nice people. I ***************************** told the customer on the 7.23.2024 that what ever was wrong i would make it right. She insisted that the collision center professionals were not professional and that the repairs were unsatisfactory. Again I'm willing to help resolve. just let me know what i can do. She is in loaner car a 2024 CX50 and has no cost to her. She has not been without transportation. 

   

   

  ***************************** Service Director 

  Ray Skillman N.E..Mazda ************

   

  Customer Answer

  Date: 08/03/2024

  Hello, 
  
  I am hoping you will add this as complaint was closed. I did not respond soon enough as I was hoping to get more information to add. Can you please send the below response:
  
  Complaint #********
  
  ******************** grossly diminished the repairs needed. The car was not taken back to Ray Skillman again as he offered because I never had approved them doing the work the first time. None of which he states is accurate or truthful. I will get in to no further details but what he states is slanderous. In fact, I spoke with ******************** on July 5th to stop and was in the work of opening an insurance claim. I did not hear from him until July 11 when the car was suddenly done, without my approval.  
  
  The car is set to be repaired by another collision center. The paint needs to be all redone as well as other terrible work. There are chips of paint under the hood and inside the doors as well. The professional stated easily $7-10,000 worth of work needed to fix *** Skillmans huge mistakes. They even painted my rim which Mazda does not allow. I am happy to send in the final estimate report when I get it. And all the pictures. 
  
  The inside of my vehicle is also a mess. Dirt and debris and a dust all over inside my doors and seats.  There is also a back plastic panel falling down exposing wiring. I will be expecting inside detailing to also be paid for by Ray Skillman. Which I am told is typically a part of the collision process, a part Ray Skillman left out.
  
  To summaries: First, Ray Skillman failed to secure the lug nuts on my front left tire resulting in it flying off my car while I was driving. This has resulted in mental and physical distress requiring medical assistance. Secondly, Ray Skillman cheaply repaired my vehicle without my approval and hoped I wouldnt catch it. Thirdly, they claimed it was fixed up to Mazda standards and vehicle looks as good as new, which it actually looks horrendous up close. This is something I am thankful for actually professionals who know what that are doing to fix *** Skillmans mistakes.   That is my summary. Very much the opposite of ******************** and his team portrayed. They have not been gracious or gone above and beyond per Colt the GMs response to me.  
  
  At this point I request my response to be posted as to why I do not accept his offer to bring the vehicle back to them for repairs.  I have also hired an attorney to help navigate any push back to them paying the cost to repair their mistakes.
  
  
  
  Sent from my iPhone

  Customer Answer

  Date: 08/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  ******************** grossly diminished the repairs needed. The car was not taken back to Ray Skillman again as he offered because I never had approved them doing the work the first time. None of which he states is accurate or truthful. I will get in to no further details but what he states is slanderous. In fact, I spoke with ******************** on July 5th to stop and was in the work of opening an insurance claim. I did not hear from him until July 11 when the car was suddenly done, without my approval.  
  
  The car is set to be repaired by another collision center. The paint needs to be all redone as well as other terrible work. There are chips of paint under the hood and inside the doors as well. The professional stated easily $7-10,000 worth of work needed to fix *** Skillmans huge mistakes. They even painted my rim which Mazda does not allow. I am happy to send in the final estimate report when I get it. And all the pictures. 
  
  The inside of my vehicle is also a mess. Dirt and debris and a dust all over inside my doors and seats.  There is also a back plastic panel falling down exposing wiring. I will be expecting inside detailing to also be paid for by Ray Skillman. Which I am told is typically a part of the collision process, a part Ray Skillman left out.
  
  To summaries: First, Ray Skillman failed to secure the lug nuts on my front left tire resulting in it flying off my car while I was driving. This has resulted in mental and physical distress requiring medical assistance. Secondly, Ray Skillman cheaply repaired my vehicle without my approval and hoped I wouldnt catch it. Thirdly, they claimed it was fixed up to Mazda standards and vehicle looks as good as new, which it actually looks horrendous up close. This is something I am thankful for actually professionals who know what that are doing to fix *** Skillmans mistakes.   That is my summary. Very much the opposite of ******************** and his team portrayed. They have not been gracious or gone above and beyond per Colt the GMs response to me.  
  
  At this point I request my response to be posted as to why I do not accept his offer to bring the vehicle back to them for repairs.  I have also hired an attorney to help navigate any push back to them paying the cost to repair their mistakes.
  
  
  Regards,
  
  *************************

  
  

  Customer Answer

  Date: 08/05/2024

  Good morning ******,

  Thank you for posting my response, I really appreciate it.  Sadly, the initial complaint has become far more complex and as mentioned I have needed to get an attorney. Further communication with *** Skillman Mazda will go through my attorney.  It is ok now to close the complaint.  
  

  I greatly appreciate you and BBB for allowing this incident to be posted. 

   

  Kind Regards,
  *********************

   

• Initial Complaint

  Date:05/11/2024

  Type:Customer Service 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.

  My issue is after purchasing vehicle with *** Skillman Mazda NE I was asked to return vehicle in March 2024 after agreeing to lease agreement in December 2023, I owed no late fees or balance owed and returned the vehicle as they asked me, now a repossession of the vehicle is on my credit report after being informed that would not happened. I am now seeking to receive my down payment of the vehicle of $900 dollars. *** tried talking to Colt the ** in regards to a resolve as not having a vehicle has cost me employment/transportation to work. I have not heard anything from the dealership in regards to the matter. Ive been left with no car and not even a refund of my $900 down payment, I am not sure why this occurred or what to do at this point as I have been reaching out constantly for help on this matter.

  Business Response

  Date: 05/15/2024

  ************** leased a vehicle from our dealership through the lease-here-pay-here program.  Below are details and dates of what transpired.

  10/9/23- Customer picked out vehicle *******- 2017 ****** Murano, stated he had a $5000 downpayment. The store approved him to make payments on the down payment.  Customer drove the vehicle for 6 weeks without making payments or signing contract paperwork. 
  
  11/9   paid $200
  11/10 paid $200
  11/18 paid $200
  
  11/18 took the Murano back from customer and told him he would find him something that didn't require a $5000 downpayment.
  
  12/30/23 - contracted him on a 2013 ***** Civic U9631 with $900 downpayment. 
  
  1/5/24 late on first payment
  
  1/12/24 late on second payment
  
  2/14/24 - told to get license plates
  
  2/23/24 told to buy plates- was using a dealer plate
  
  2/26/24- Store loaned customer a vehicle, supposed to be for one night.
  
  3/8/24 Store had to tell him to get out of the loaner vehicle, he took off dealer plate and put it on the civic that he leased.
  
  3/29/24 Store representatives had to go to customer's house to removed and retrieve the dealer plate

  4/9/24 vehicle was repossessed for no plates and behind on payments.

  We are considering this contract closed as a repossession.

  Please contact us with any questions.

  
  

  Customer Answer

  Date: 05/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  

  The ****** down payment was $4000 not $5000 and I made weekly payments towards that balance until I was forced to release the vehicle and they had me pick another for $900 I had put towards the $4000, I did in fact sign paper work for both vehicles, I worked with lease here pay here anytime I was late on payments, I have no balance overdue with them which is why taking the ***** without refund of $900 down payment makes no sense as to why you take the vehicle, I in fact worked in the service department there and was asked to return the keys the day of my last working shift there. I was never provided paper plates for the vehicle and was given a dealer plate in replace of that. I am only trying to obtain $900 refund due to not owning any money for car payments and not having a vehicle currently. Its not fair to have a repossession filed when I owe no money to the dealership and I gave they car back as they asked, the vehicle was never taken from my residence. 

  
  Regards,
  
  ***********************

  
  

  Business Response

  Date: 06/07/2024

  At the time of repossession the account was delinquent, insurance wasn't provided, and the paper plates were expired. 

  Customer Answer

  Date: 06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I never owed any money at the time the dealership asked me to give vehicle back to their possession, I paid dealership insurance and was never given paper plates for the vehicle. So this is why I am seeking to receive my down payment of $900 because ultimately my means of transportation was revoked and I owed no money to the dealership at the time they ask for the vehicle back, I gave the vehicle keys over as they asked, I am seeking a simple resolve of receiving my $900 down payment back just to simply close the matter. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 06/27/2024

  The last payment made on the account was 3/8/24, the vehicle was repossessed on 4/9/24. The dealership provided you documents to take to the *** to get license plates and that wasn't completed. The vehicle was repossessed with expired paper plates. 

  Customer Answer

  Date: 06/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Im not sure what this has to do with refunding me my $900, when all my payments where up to date on the vehicle, having a repossession on my credit has prevent me from getting another vehicle, I didnt owe you all any money and gave the vehicle back when you asked.

  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  Date:04/26/2024

  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.

  On 4/24/24 I had my vehicle towed to Ray Skillman Mazda 1630 Shadeland. I called and spoke with ******* at service desk and was told a tire would be around ****** but it had to be ordered and would not arrive until 5pm on 4/25/24. When I dropped off the key I clearly marked on the envelope that I could not get calls during daytime hours, I left my e-mail address and left my wifes cell phone number to contacted. On 4/25/24 when I left work I had multiple messages from ******* which included a video that my other tires were bald and they recommended they be replaced. ******* informed me they had replaced the blown-out tire and there was currently a tire special going on which was buy 3 tires and get one for $.01. This included an alignment and if I decided to do this, the cost would be ******. I told her I would call her back. She sent a message containing an estimate via the Ray Skillman Work Order System. On 4/26/24 my wife called and let ******* know to put the additional 3 tires on the vehicle. That afternoon, I got a call the wrong price was quoted to me. The price I was given was for a different tire. The quote in the system was now updated to 1496 or if I wanted three more tires like they put on, I would have to pay for 4 tires at a price of 1100. I explained that we had received a quote of ******. He apologized, but explained ******* was new. I picked up my car on 4/26/24, with only the one tire replaced. They gave me $25 off the price because of the mix-up in the estimate they gave me. Reputable businesses honor the quotes customers are given. I was given a quote and in one day, the quote went up $600. That does not seem a good way to treat a customer or do business. If a staff member does not know how to properly give quotes, maybe they should not be doing that part of the job alone yet. I believe they should honor the price their employee quoted of ****** for the buy 3 get 1 $.01, with a free alignment and balance.

  Business Response

  Date: 04/29/2024

  Thank you for bringing this matter to our attention.
  We apologize for the mistake made by our new service advisor regarding the tire price quote. We understand your frustration and disappointment. We have investigated the incident and confirmed that our service advisor made an error in quoting the price for the wrong tires. We take full responsibility for the mistake and are taking steps to ensure our staff receives additional training to prevent similar errors in the future.
  While we apologize for the mistake, we cannot honor the lower price quoted in error, as it was for the wrong tires and not the correct ones suitable for your vehicle. Our pricing policies are competitive and fair, and we strive to provide excellent service to our customers. We value and appreciate your feedback in helping us improve our services. Thank you for your attention to this matter.

  Please let us know if you require any further information.

• Initial Complaint

  Date:03/05/2024

  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.

  To Whom It May ********* am writing to file a formal complaint against Ray Skillman north is Mazda for the following reasons: breach of contract, negligence, and infliction of emotional distress.On November 27th of 2023, my vehicle was diagnosed with a PCM issue, amounting to a total cost of $1464.95. This service was covered by my warranty company, with a 12-month coverage period. According to the terms of the warranty, if the work is not done correctly or if the same issue persists, the dealership is responsible for covering replacement parts and subsequent services.Despite multiple visits to address the recurring engine light issue, the dealership has failed to resolve the problem. Each visit has resulted in no action taken to rectify the situation. During my last visit, I experienced significant emotional distress and incurred substantial expenses due to reliance on Uber for transportation. As a single mother and healthcare provider, my vehicle is essential for maintaining my livelihood.Communication from the dealership has been inadequate, and their handling of the situation has been unprofessional. Despite being charged to fix the **** the dealership informed me that it was faulty, suggesting that I purchase a replacement from a junkyard. This is unacceptable given the terms of my warranty. Attempts to escalate the matter to upper management have been futile, with my concerns being dismissed and transferred around. The service supervisor has demonstrated a lack of seriousness in addressing the issue, stating that they are still searching for a PCM on **** while my vehicle remains unfixed. As a result of their actions, my vehicle is still inoperable, and I am forced to bear the financial burden of utilizing Uber for transportation. I demand a full refund of the initial service cost and additional compensation for the emotional distress and inconvenience caused, totaling between $5000 to $10,000. Failure to address this complaint satisfactorily will result in further action being taken.

  Business Response

  Date: 03/07/2024

  We certainly understand the frustration this has caused. Unfortunately, the *** for this particular vehicle is no longer in production, therefore this was the only option available to get the proper part. The expense incurred of the $100 deductible by the warranty company shows as the only payment we have taken for the repair. I have requisitioned my accounting to refund the $100 deductible. ************** notes indicated that after the 3-day repair, you are now back in possession of the fixed vehicle. Please do not hesitate to reach out to us, and we will get your refund credited right away! Thanks

  Customer Answer

  Date: 03/09/2024

  Pardon me if my initial complaint was not clear and specific enough. Allow me to share a more specific and detailed complaint that I plan to present to the court if this issue is not settled. I have gathered all my evidence, including recordings of conversations with dealership employees, documentation of visits, video footage of diagnoses, warranty claim summaries, and records of my car parked at home while I use Uber.
  How it started: My car was brought in to Ray Skillman Northeast Mazda for complaints of the engine light being on and the vehicle not starting.
  Cause found from Ray Skillman after diagnosing my vehicle: "Internal failure to ***" on November 27, 2023.
  Correction made by Ray Skillman: They replaced the ***.
  Warranty 12/12 was agreed upon by Ray Skillman before the job was done, and I have a copy.
  Work was completed, and I was informed to pick up my vehicle.
  A few days after collecting my vehicle from Ray Skillman dealership, the engine light came back on, and the vehicle would not start.
  I contacted *** Skillman Mazda and reported the same issue, and I was scheduled to bring in my car. My insurance company towed my car to Ray Skillman.
  Ray Skillman inspected my vehicle and stated nothing was wrong with it.
  My vehicle was returned to me.
  A day or so passed, and I still experienced the same issue with my vehicle, engine light on, and the vehicle would not start.
  I contacted Ray Skillman reporting the same complaint, my engine light was on, and the vehicle would not start.
  I was scheduled to bring in the vehicle, and my insurance company towed the vehicle to Ray Skillman Mazda.
  It took weeks, close to a month, to get a clear understanding of what was going on with my vehicle. I called to follow up, and I was given the runaround from simple employees with no knowledge to supervisors with no knowledge, to someone claiming to help but eventually deferring back to the initial employee with no knowledge. The chain of command is very bad at this dealership.
  After all my calls, I got a call from Ray Skillman, where I was told by an employee with no knowledge that the cause found on my car was internal failure to ***. This employee suggested I should go to a junkyard to find the *** parts and pay out of pocket to have the job redone or trade in my vehicle. I had to remind them that I have a warranty for 12 months that was agreed upon by Ray Skillman beforehand, and it is their job to fix this issue.
  I was shocked by this because my warranty company was charged $1,464.95 to fix this issue, and I have receipts from both my warranty company and from Ray Skillman when the job was completed.
  I called and spoke with the supervisor, reminding him that it is their job to do this job properly and replace anything necessary due to my warranty on this job for 12 months. The supervisor told me they are unable to find any parts to fix my vehicle.
  My vehicle was returned back to me unfixed weeks ago, sitting in my driveway with the engine light still on and it wouldnt start.
  I have another dealership willing to fix the vehicle since Ray Skillman said that there are no parts. Another dealership has gone to aftermarket parts and found what my vehicle is in need of and is willing and ready to fix the issue. I just need a return of my money.
  There are a lot of aftermarket Mazda parts available, including at local junkyards and on ***** Ray Skillman is unwilling to fix my vehicle.
  My warranty company has refused to pay another mechanic for the same internal failure to *** issue for which *** Skillman claimed they fixed and charged my warranty. Ray Skillman diagnosed my car three times with the same issue, and they have made no attempt to fix it.
  Ray Skillman has interest in my vehicle, for which I will never sell to them or trade in. I did not purchase my vehicle with Ray Skillman, and I will never do a trade with this company.
  I want a return of my money, $1,464.95, to get my vehicle fixed, and additional compensation for this runaround, abuse, and stress caused by *** Skillman. I am a provider and I have commitments to patients. I am a mother and have commitments to take care of my baby, such as doctor ************ and drop-offs and pickups from daycare on time. Im spending a lot of money on Uber unnecessarily due to this company Ray Skillman Northeast Mazda's incompetence.
  Ray Skillman Northeast Mazda's response to my complaint does not match up with the evidence of documents on both our records. My vehicle was returned to me unfixed with discharge paperwork stating that.

  Customer Answer

  Date: 03/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************

  Pardon me if my initial complaint was not clear and specific enough. Allow me to share a more specific and detailed complaint that I plan to present to the court if this issue is not settled. I have gathered all my evidence, including recordings of conversations with dealership employees, documentation of visits, video footage of diagnoses, warranty claim summaries, and records of my car parked at home while I use Uber.

  How it started: My car was brought in to Ray Skillman Northeast Mazda for complaints of the engine light being on and the vehicle not starting.
  Cause found from Ray Skillman after diagnosing my vehicle: "Internal failure to ***" on November 27, 2023.
  Correction made by Ray Skillman: They replaced the ***.
  Warranty 12/12 was agreed upon by Ray Skillman before the job was done, and I have a copy.
  Work was completed, and I was informed to pick up my vehicle.
  A few days after collecting my vehicle from Ray Skillman dealership, the engine light came back on, and the vehicle would not start.
  I contacted *** Skillman Mazda and reported the same issue, and I was scheduled to bring in my car. My insurance company towed my car to Ray Skillman.
  Ray Skillman inspected my vehicle and stated nothing was wrong with it.
  My vehicle was returned to me.
  A day or so passed, and I still experienced the same issue with my vehicle, engine light on, and the vehicle would not start.
  I contacted Ray Skillman reporting the same complaint, my engine light was on, and the vehicle would not start.
  I was scheduled to bring in the vehicle, and my insurance company towed the vehicle to Ray Skillman Mazda.
  It took weeks, close to a month, to get a clear understanding of what was going on with my vehicle. I called to follow up, and I was given the runaround from simple employees with no knowledge to supervisors with no knowledge, to someone claiming to help but eventually deferring back to the initial employee with no knowledge. The chain of command is very bad at this dealership.
  After all my calls, I got a call from Ray Skillman, where I was told by an employee with no knowledge that the cause found on my car was internal failure to ***. This employee suggested I should go to a junkyard to find the *** parts and pay out of pocket to have the job redone or trade in my vehicle. I had to remind them that I have a warranty for 12 months that was agreed upon by Ray Skillman beforehand, and it is their job to fix this issue.
  I was shocked by this because my warranty company was charged $1,464.95 to fix this issue, and I have receipts from both my warranty company and from Ray Skillman when the job was completed.
  I called and spoke with the supervisor, reminding him that it is their job to do this job properly and replace anything necessary due to my warranty on this job for 12 months. The supervisor told me they are unable to find any parts to fix my vehicle.
  My vehicle was returned back to me unfixed weeks ago, sitting in my driveway with the engine light still on and it wouldnt start.
  I have another dealership willing to fix the vehicle since Ray Skillman said that there are no parts. Another dealership has gone to aftermarket parts and found what my vehicle is in need of and is willing and ready to fix the issue. I just need a return of my money.
  There are a lot of aftermarket Mazda parts available, including at local junkyards and on ***** Ray Skillman is unwilling to fix my vehicle.
  My warranty company has refused to pay another mechanic for the same internal failure to *** issue for which *** Skillman claimed they fixed and charged my warranty. Ray Skillman diagnosed my car three times with the same issue, and they have made no attempt to fix it.
  Ray Skillman has interest in my vehicle, for which I will never sell to them or trade in. I did not purchase my vehicle with Ray Skillman, and I will never do a trade with this company.
  I want a return of my money, $1,464.95, to get my vehicle fixed, and additional compensation for this runaround, abuse, and stress caused by *** Skillman. I am a provider and I have commitments to patients. I am a mother and have commitments to take care of my baby, such as doctor ************ and drop-offs and pickups from daycare on time. Im spending a lot of money on Uber unnecessarily due to this company Ray Skillman Northeast Mazda's incompetence.
  Ray Skillman Northeast Mazda's response to my complaint does not match up with the evidence of documents on both our records. My vehicle was returned to me unfixed with discharge paperwork stating that.

   

  
  

  Business Response

  Date: 04/05/2024

  Dear ****************,
  
  
  We understand your frustration with the recurring issue with your vehicle's *** and the inconvenience it has caused you. Please allow me to address your concerns. When your vehicle was initially diagnosed with a *** failure, we replaced the *** unit as per the warranty coverage. Unfortunately, despite our efforts, the issue persisted, and we were unable to resolve it through our standard repair processes. Given the unique circumstances and the unavailability of genuine parts from the manufacturer, we took the initiative to source an aftermarket *** unit, which was approved by both you and your warranty company. However, it appears that even the aftermarket unit did not resolve the underlying problem.
  At this point, we have exhausted all reasonable avenues to rectify the situation within the scope of our service capabilities. While we empathize with your frustration, providing a refund for additional compensation is not feasible, as we have already made sincere efforts to address the issue within the terms of your warranty coverage. We understand that you may feel dissatisfied with the outcome but are unable to change the current circumstances. Our team has worked diligently to find a resolution, but the complexity of the issue and the limitations of available parts have prevented us from achieving a satisfactory outcome. Moving forward, we suggest exploring alternative options, such as seeking assistance from other ******************** service providers or consulting with your warranty company for further guidance. We regret the inconvenience this situation has caused you and hope you can find a resolution that meets your needs.
  
  
  Please let us know if you have any other questions or concerns that we can address within the scope of our capabilities

  Customer Answer

  Date: 04/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  

  Customer Answer

  Date: 04/09/2024

  Your company should be served by Thursday or Friday. *** already filed my complaint with small claims court, and Im seeking $10,000.  Most of your response and explanation to my complaint does not make sense and when something doesnt make sense, its a lie, so save the explanation for the judge please and thank you.