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:05/26/2025

  Type:Billing 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.

  1) ******** fraud: I purchased a brand new 2024 Mazda MX-5 Miata on 3/29/2025 from Mazda of Jackson. I live in **************** so it's a out of state purchase. Mazda of Jackson have me signed the purchase agreement which shows the car only have 10 miles. Throughout the entire process, the sales always claimed that this is a new car. However, the car had 143 miles when it was delivered to me on 4/16/2025. I tried to contact the general manager ***** many times including leaving message to sales team and calling him directly but I didn't get to connect him and his voice mail was full. There is no email address listed on the website for me to be able to contact as well.2) Failed to register my vehicle in timely manner: Another thing I'd like to complain is that the dealership failed to send the information to my local DMV until 4/28/2025, a whole month from my purchase. I contacted the their office on 4/28/2025 to make a require about my registration and they just started to realized they never sent out the information to my local DMV. And later it only took them 2 days to finish the process. They failed to do this in timely manner until I asked them to do and it only took 2 days before I can pick up the registration locally.

  Business Response

  Date: 06/11/2025

  I apologize that I have not been able to speak with the customer as no one has given me a message to call.  The vehicle he purchased is in fact brand new & has never been titled.  The mileage discrepancy is nothing more than a typo that can easily be fixed & sent to customer.  It is in no way fraud.  I will get this updated & sent out to the customer today.

  Customer Answer

  Date: 06/11/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23378496

  I am rejecting this response because:

  I would not buy this car if I had known the mileage more than 100 miles. The paper work I signed indicate the car only had 10 miles. I was not told in the entire purchase that the car had more than 100 miles. I was told the car was new and I signed the document showing 1o miles on odometer.

  Regards,

  Shaobi Li

  Business Response

  Date: 06/20/2025

  I am willing to cut a check back to the customer for the amount of $133.00, which is $1 per mile for the 133 mile difference. When a customer returns a leased vehicle from ****************** & are over the miles limit it is a .15 cent charge per mile over.  I feel $1 per mile is more than fair.  

  Customer Answer

  Date: 06/24/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23378496

  I am rejecting this response because: 

  I don't think this is fair. The car with 133 miles was a significant misleading information that the dealer provide. My purchase was fully based on this information on which I signed. The decision to purchase the car and the agreement to purchase at the selling price was also based on the premise. I would purchase the car $2000 less if I had known that the car had 133 miles. So I couldn't accept the current offer.

  Regards,

  Shaobi Li

• Initial Complaint

  Date:01/23/2024

  Type:Product 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 brought a truck from them in 2021 and I tried to trade it recently and I was told by the dealership that the reports come back it was stolen and recovered and had minor damage then it was reported the next day it had severe damage a few months before I got it and I was never told anything bout it I contacted dealership and they said they help me and never did only tried to change the report if I knew that it wasn’t stolen and
  Severely damaged I would of never got it I want them the get me out the loan to take the truck back for what I financed with them and my down payment back

  Business Response

  Date: 01/31/2024

  Attached is a copy of the Carfax on said unit, along with an example of where a customer is able to view the Carfax on each & every pre-owned unit we advertise on our website.  This customer came from Louisiana to buy this truck.  I would assume he saw this unit online, which is why he made the drive from Louisiana.  The Carfax was on there for all customers to view.  We are subscribed to Carfax & have been the entire time we have been in business.  We do not subscribe to Auto Check, therefore we can't pull an Auto Check report.  We pull a Carfax report when trading for and/or buying pre-owned units to retail to the public. We use Carfax mainly because of their accuracy & great support from the public.  Carfax is a widely trusted source. With that being said, records on Carfax & Auto Check are only as good as the accuracy of the information they get.  I'm not sure about Auto Check, but I do know that Carfax is constantly/daily searching through hundreds of thousands of records on every single pre-owned unit in America.  In the cases where they get updated info on a vehicle it is immediately updated on said vehicle with a time stamp.  The Carfax I uploaded is from today, & as you will find the only damage reported was minor damage not severe damage.  I attempted to explain to the customer that the Auto Check information could be incorrect reporting.  The customer took that as I was attempting to manipulate the Auto Check.  This is incorrect.  As you can see on the Auto Check that he uploaded it says severe damage, but it also states the "point of impact is not available".  Auto Check can report severe damage, but can't tell us where the vehicle was damaged?  And what is severe damage?  What is the monetary amount in damage in which they decide to report severe damage?  

  All this is coming up now because the customer is possibly wanting to trade the unit.  Some of the dealer locations he has visited has used the Auto Check against the customer, when in fact the real reason the customer hasn't found success trading it is because of his extremely high payoff on the truck.  The customer financed this unit with Exeter Finance at 28% interest.  His total amount financed was $29,208 in Dec of 2021.  His payoff on this unit as of a few days ago is $32,422.51.  I would be asking Exeter Finance how this could be.  I have spoken with the customer & have told him that I would give him what his truck is worth on trade, not taking the Auto Check into consideration.  In fact I would even go above that amount some to try to help, but the fact that his payoff is what it is therein lies the problem.  What I am willing to do is cut the customer a check for $2,500 to help him, as long as he signs a hold harmless agreement.  I would do this just as a good gesture, not because we are admitting any wrongdoing whatsoever.   

  Lastly, I would like to mention that the customer purchased this unit back in Dec of 2021.  At this time he also elected to finance an extended warranty in with the purchase.  The warranty is good for 3 years OR up to 60,000 miles from time/miles of purchase, so that warranty is still in effect.   I contacted the warranty company to ask if there has ever been a claim filed on this unit, & there hasn't been.  The warranty has never been used in over 2 years & approximately 43,000 miles that the customer has driven it, which tells me that this truck has been a great vehicle for the customer.  

   

  Customer Answer

  Date: 02/02/2024

  If they offered me 10,000 to sign a hold harmless agreement I would take that offer bc must of what they said isn’t true first off I never seen the car fax on the vehicle I brought bc it wasn’t the one I went to see and get the one I went to see was a 2016 dodge 1500 but a service mechanic had brought home the keys to it with him and it was Christmas Eve so they offered me this truck wasn’t told if any isssues with it like it just being stolen and the damage to it and I was told it was severe from other dealers I was only told that it  dealership owners family members truck also they haven’t told me anything bout trying to trade my truck and giving me more to help out and cutting me a check for 2500 they haven’t even been in touch with me I have giving them every chance to make it right they even had a event at their dealership saying WE NEED YOUR TRADE AND WILL DO WHATEVER IT TAKES TO GET IT! If we make a deal for a trade, we will PAYOFF THE TRADE NO MATTER WHAT IS OWED & TERMINATE YOUR EXISTING LOAN OR LEASE! see attachment for the flyer I was taking for a fool and just bc I havnt used my warranty doesn’t mean the truck was severely damaged it could of been mostly body damage and covered up bc the bumpers are gone and replaced with aftermarket I will sign their agreement but I will not take anything less then 10,000 for my suffering bc if them betting around the brush and then not owning their mistake they give me that I’ll sign the agreement I also have the messages showing I never knew of the vehicle I got now till that day when they offered it to me bc I went to see a vehicle they had no keys for 

  Customer Answer

  Date: 02/12/2024

  In response to the offer that Mazda of Jackson Ms if they wrote me a check for 10,000  that I would accept the offer to sign the hold harmless agreement and I did read the car fax on the vehicle I went to see but they didn’t have the key for it the mechanic had taken it home and it was Christmas Eve but they offered this one and I never received the car fax on it but 10,000 would be enough for me to have for a down payment on a new vehicle and also they did talk to me bout trading my vehicle in bout never called me back about it then after they offered a even at their dealership that they’ll pay your current vehicle so matter what is owed to get out of your loan deal as you see and the picture and they never contacted me about it even with the situation they had with my vehicle that I brought from them 

  Business Response

  Date: 02/12/2024

  Although we provide the customer with an option to view a Carfax on every vehicle we have for sale on our website there is no law stating this to be mandatory. We provide the Carfax on our website as a free service.  The issue is the Carfax wouldn't have shown any severe damage & it still doesn't to this day.  I would be willing to cut a check for $4,000 with a hold harmless agreement signed.  This is more than fair as we can't be 100% sure of the damage, with Auto Check saying severe damage & Carfax saying it only had minor damage.    

  Customer Answer

  Date: 02/16/2024

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

  Business Response

  Date: 02/16/2024

  UPDATE:  Customer has been given a check from Mazda of Jackson for $4,000 to satisfy this situation & they have also signed the Hold Harmless Agreement.  

• Initial Complaint

  Date:11/06/2023

  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.

  Please help me find attorney or etc. the Jackson of Mazda put me in a 2020Hyundai palisade . Not even 6 months the paint peeled. Window stop working I took it back for them fix it. And they fast talked me into a ***** odessey . Lied about it being in mint condition. Full of scratches I had to take it back to them they fixed it . I told them key fob not readying low battery. They said going fix it . I got it and said key battery low. Not even a week it was stuck in my yard. I bought batteries got it started went in country on a Sunday about two weeks ago and was stuck in ***** with my 6 year old for 6/7 hrs. It remained stuck in my yard . Its been so hard get hold of them. All they do is lie and never return my call. I dont want this lemon van and I need help *** them pain misery. I have tracking on every vehicle . They have caused me to lose money and Im buying almost brand new car I owe 50k on 950 a month. Very unprofessional. I dont know who to contact to help me but this cold hateful and racist. Please help me . With attorney or something to fix this problem stress Jackson of Mazda created

  Business Response

  Date: 11/07/2023

  This issue has been resolved.  We took care of the cost of the key, detailed the vehicle for free, Cut the customer a check for $600, & delivered the vehicle back to the customer today

• Initial Complaint

  Date:07/28/2023

  Type:Billing 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 12/23/2022, My wife and I purchased a 2021 Mazda CX-9 from Mazda of Jackson. We used inhouse lenders to finance the vehicle and purchased a GAP insurance. While speaking the Finance Manager, we were told that Mazda of Jackson was different when it came to GAP insurance and other such add on. It was explained that in the event that we traded in the vehicle, refinanced, etc., that we could just bring the paperwork to the dealership and the dealership would simply cut s check for the prorated portion. So my wife and I financed our vehicle and the GapWIse Insurance policy through the dealership with TD Auto.
  In 2/17/2023, we refinanced the vehicle through our credit union. On 3/10/2023, we received a letter from TD Auto stated that the vehicle had been paid for in full and the title sent to the lienholder. The letter further stated that a copy of letter had been "cc" to Mazda of Jackson and that we need to contact them for any refunds on the gap insurance. After receiving the letter I began attempting to contact the dealership via telephone to speak to the finance department to cancel the contract and get refund. However, I was unable to speak to anyone and continued to be sent to voicemails of people that were no longer employed there.
  On 4/14/2023, I took off work and drove to the dealership and gave the letter from TD Auto to the finance manager. He stated that he would get it processed the following week.
  On 6/19/2023, I emailed GapWise customer service and inquired as to why we had not received a refund yet. I was told by Lauren Ketchum at GapWise that there was no record of a cancelation being submitted. However, her supervisor authorized her to start it and we should expect a $781.72 refund from the dealership. Since that time I continued to attempt to contact the finance department and continue to get sent to voicemails of employee that are no longer employed.
  On 07/13/2023, I emailed the dealership in attempt to resolve the issue, but no resolve.

  Business Response

  Date: 08/01/2023

  This is ***** ****.  I have reached out to the customer via cell & text to get this handled extremely quickly & to extend my apologies.  Waiting for a phone call back.  This will be handled immediately upon speaking with customer.

  Business Response

  Date: 08/01/2023

  UPDATE:  I have spoken with Mr. ******* & will be mailing their check out to them today 8/1/23.  

• Initial Complaint

  Date:06/11/2023

  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 purchased a 2011 Volkswagen Jetta Sportswagen TDI from Mazda of Jackson on September 17, 2022. I've only had the vehicle for 8 months and the car has given me problems since the month that I purchased it. Firstly, I wasn't able to choose a vehicle or have an option to choose from, due to my credit being "bad." The saleswoman informed me that she had a car that would work for me, considering my credit being in bad shape, which I still don't understand why my credit was labeled bad, when there are others who come to Mazda and don't have a job nor credit, or credit is far from perfect and they leave the dealership with up to date cars or have the option to look at many. But as for my complaint, the car started giving me problems such as the pulley screeching uncontrollably and making loud noises throughout the air vent, I sent an email to service manager and Credit Specialist letting them know the frustrations that the car was giving me. I have taken the car to the dealership numerous times and either time, nothing has been fixed. (They always claim that they hear nothing or nothing is wrong with the vehicle) The air compressor went out in the car, the car has diesel injector problems, the car recently ran hot on me twice, you can't leave the air on in the car when idle because it will run hot, the coolant fans are broken and not working also. Engine issues. I've informed the service department and I was told to take the car to Volkswagen because there's nothing they can do. I have been disregarded numerous times at this dealership, laughed at, told there's "nothing wrong with the car." and to "bring it back when the engine light is on because I'm overreacting." When I send pictures or videos to service, I'm always promised an appointment but never gets one and when I do, there's nothing's ever fixed. Under the hood also, none of the machinery is bolted down, it shakes uncontrollably. I have a video to show also, I informed service and was told "they didn't know and it's not their problem." I'm frustrated with this company, I've asked for a trade out, but the owner, finance manager and saleswoman claim that I can't trade it. I was sold a lemon and I stand firm on it. I was sold a car that they didn't want and that they knew they could not fix. The car hasn't worked properly since I've had it and I have proof of everything. I will take legal matters if this can't be handled. I'm tired of going to this dealership showing them problem after problem and nothing is done. I am highly disappointed with this dealership.

  Business Response

  Date: 06/21/2023

  I've uploaded service RO's for each time the car has been here.  We have looked at this car on several occasions.  There have been repairs made to this car on the visits that we found an issue.  You will be able to see that info in the RO's.  At no point has the customer paid for any these services that I am aware of.  There have been times when the customer has brought the car in saying there was an issue that couldn't be found.  For example, the customer had the car towed in for a no-start.  Immediately after getting the car off of the tow truck it cranked right up.  We checked the car's computer for any stored problem codes in which there were none.  At this point there's nothing to fix on a car that has no stored codes telling us what the issue is, especially when it came in for not starting & it's cranking fine now.  As far as her complaint about it taking a long time to accelerate then going really fast, we have explained to her multiple times that this is a characteristic of a turbo diesel motor.  Lastly, this vehicle was just dropped off here at our location a few days ago by her mom if I'm not mistaken.  Car was placed in customer parking & the keys given to a sales person.  No other info was given.  I have spoken with ******** ********* about the abandonment of this car.  I did propose that we have the car taken to our sister store in Tupelo, Barnes Crossing Volkswagen to have their certified Volkswagen tech take a look at it.  ******** ********* has attempted to reach this customer several times over the last few days to no avail.  In order to take her car to the Volkswagen dealership we will need the customer's permission.  Hopefully BBB can help us communicate this to the customer & have her call ******** *********.

• Initial Complaint

  Date:12/06/2022

  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.

  My wife and I bought a used Kia Sorento from Mazda. We had it less than a month and it was smoking bad Mazda said they would take care of it and get a motor for it. Six months later it’s still there. Every time my wife goes by there, everyone from service manager to owner says they will check on it and call her back. They don’t. The owner owns a Kia dealership in Memphis and Hyundai and Kia has a massive lawsuit against them to replace motors. Contacting wlbt three on your side and Morgan and Morgan attorneys sounds pretty good right now. Enough is enough. Six months and nothing.

  Business Response

  Date: 12/09/2022

  We have been waiting on nationally back ordered parts.  Parts show to be here by mid next week.  We have told the customer this on multiple occasions.  Our goal is to keep a customer vehicle as little time as possible in order to get the issue fixed & back to them.  Unfortunately, with so many auto parts across each & every brand being so hard to get/on back order it makes us appear that we aren't trying to fix the issue.  That is totally false.  We want to get these issues fixed & behind us as quickly as possible. As long as the parts to do in fact make it here by mid next week, we plan to have the vehicle fixed & back to customer by the end of next week.  I understand the customer's frustration, because we feel the same type of frustration over part supplies.  

• Initial Complaint

  Date:09/06/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited this dealership to purchase a car. I had a check in hand from my bank and didn't need any financing from Mazda. There was a finance manager by the name of **** who constantly asked to pull my credit report and I advised him NO. **** the finance manager pulled my credit anyway causing a hard inquiry on my report. The next day after I purchased the vehicle I woke up to an email advising Mazda had pulled my credit and it was a hard inquiry. I called the dealership to speak with a manager and **** called me back and we went back and forth with him playing word games about if he had permission to pull my credit. I immediately called my bank and stopped payment on the check to the dealership and return their vehicle because I was so upset and did not want to do business with anyone who lacks integrity.

  Business Response

  Date: 10/05/2022

  I did not speak with the customer the day she was here, but after finding out she had an issue I personally reached out to her.  We had a great conversation.  She even mentioned she would be willing to purchase from us.  I told her that I would even discount the vehicle of her choice to help her feelings.  All was well, but then she decided not to purchase.  She is saying we did not have the authority to pull her credit.  We input customer info into our CRM that is freely given to us by the customer.  This situation was no different.  The customer freely gave us her personal info in order for us to attempt to get her a better interest rate than her credit union.  The only way for us to attempt to do this is in fact by pulling the customer credit bureau.  I will say that there may have been some miscommunication during the process, but nothing was done maliciously.