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:05/24/2025

  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.

  On April 26th I went to Independence Mazda for an oil change in a tire rotation I've noticed since then that they have downgraded my tires to 17 they were a bigger size the wheel locks that are on this vehicle did not sit at the same location as they did on the other rims. I do know for a fact that my rooms were a bigger size my car was a more expensive version of the Mazda cx50 brand new it listed at $39,000. 17 rims and tires are come on the base model. Mine was updated at Mazda south Charlotte at some point. And the wheel locks were added. I urge Independence Mazda to verify what size those tires and rims were on that vehicle before they argue me any further. I am not going to hesitate I have already filed a police report on this matter

  

  Business Response

  Date: 05/26/2025

  When Mr. **** came in for his service appointment everything was good. Then a couple days later it all started with him calling the  and threating are fixed ops director, he called Mazda corporate which has refused anymore of his calls then he started threating are fixed ops director. But he would never bring the car back as he was asked to from the beginning he seems that he just wants to threaten everyone especially are fix ops director night and day this has went on and he will not stop the threats are violent and ignorant. We found out he did the same thing to a different Mazda store so we had to protect are employees and file a restraining order against him. The police have a copy of all the texts and emails. So we will not have any contact with Mr. **** moving forward. By the way his tires and rims are his.

• Initial Complaint

  Date:05/14/2025

  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.

  Today we received notice that our tag has been cancelled by the *** because they dealer never transferred it. It turns out that they misspelled names on our contracts and needed to make changes. They tried to blame us for them putting my husband's name on some paper work incorrectly. They said that they have been trying to reach us but that is absolutely not true. We had no voicemails, no phone calls, no texts... nothing. This is an absolute lie. So now we have a car we cannot drive again because they failed to complete the transfer of the tag. They have made arrangements to come and have the documents signed, but I have no confidence that they will properly process the transfer of tag with the ***. I would like some kind of guarantee and assurance. I asked for a name or manager or parent company to escalate the situation to and the general manager refused to provide that information and hung up on me. She has been very rude the entire time and has continued to not acknowledge any wrong doing by the dealership.

  

  Business Response

  Date: 05/15/2025

  Mrs. ****** is right on a few things and it is inexcusable on our part. We should have never let them leave before we checked and made sure it was correct. Once we found out it was wrong we should have called and set up a time to bring the paperwork to them immediately to get it fixed. Unfortunately I was told by the finance manager that he had called text everyday trying to get a hold of them to make these arrangements, but I found out last night that was not correct the General Sales Manager was trying to explain that to Mrs. ****** on the phone last night unfortunately Mrs. ****** was upset and the conversation ended. But the General Sales Manager got everything fixed this morning and Toshyi the salesperson already took the paperwork to Mr. ****** and daughter and had them sign, and he is on his way to Mrs. ****** to have her sign and we will rush it through tomorrow and get it done. Once again I do apologize.

   

  Sincerely

  *** ****

  Managing Partner

• Initial Complaint

  Date:04/21/2025

  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.

  This dealership **** us money for a warranty they sold us and we never used. The car was sold in November and they say we still have gap insurance and an active warranty on the car that has been owned by someone else since at least December. The amount from the warranty was supposed to be given after 90 days and we have heard nothing.

  

  Business Response

  Date: 04/22/2025

  I spoke with Mr. **** and this matter has been resolved. The service contract refund for VIN ****** in the amount of $2088.70 has been issued and is available at reception for pick up per the customer's request. Either Mr. **** or the co-buyer will be picking up today or tomorrow.

  Per our conversation, there is not a GAP refund due, only the VSC.

  Mr. **** has my personal cell number if he needs anything further, I asked that he confirm this is resolved with the BBB once the check is received. 

  Thank you and Mr. ***** again I'm sorry for the frustration you experienced getting this processed. 

  Sincerely,

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

  Controller

  Independence Mazda

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against Independence Mazda Charlotte, NC I purchased two vehicles from Independence Mazda within the same week. While the in-dealership experience was initially positiveespecially with our salesperson, Toshieverything after the sale has been extremely concerning.Despite completing all paperwork and financing, the dealership sent me home with a three-day dealer tag and a test-drive document, even though this was a finalized purchase, not a test drive. This felt misleading and potentially fraudulent. I voiced concerns at the time, but nothing was done.They promised to overnight the correct temporary tag and a return envelope for the dealer tag. That never happeneddespite multiple follow-up calls. Meanwhile, they delayed paying off my trade-in vehicle, resulting in me now being responsible for payments on three cars. It was only after I threatened to return both newly purchased vehicles that they took partial ********* of now (over two weeks after the sale), I still do not have a valid temporary tag, and I cannot legally drive one of the vehicles. The dealership has not provided proof of registration or tag transfer, even though the **** has sent full payment. *** decided to return the dealer tag directly to the *** since the dealership appears unwilling to resolve the issue.Additionally, they failed to include a tire cap at delivery. I was told twice that it would be overnighted. It never arrived.This experience has been incredibly frustrating and unprofessional. I am seeking BBB assistance to ensure proper documentation is issued, my trade-in is paid off, and the dealership is held accountable for the lack of follow-through.

  

  Business Response

  Date: 04/10/2025

  I do apologize to Mrs. ****** for her  inconvenience, and we do appreciate her for doing business with us. She purchased two vehicles through *********, which we spot delivered  without receiving full payment from ****. We provided the customer with a dealer tag until payment was received from **** so she can drive her vehicle legally and offered to bring her temp tag to her, which she replied that she was to busy to wait for the salesman to bring to her home. So we  overnighted it to her with her approval. Mrs. ******** trade in was payed the check was sent on  April 1st to **** and received on the 4th. Tracking and check stub are attached. 

  Customer Answer

  Date: 04/10/2025

   
  I am rejecting this response because:  I am rejecting this response because:
  This response if fabricated.  We attempted to have a lender **** wire the funds for the purchase immediately, they declined and requested a check.  At no point did we withhold payment. This is a false accusation. The dealer sent us home with dealer tags and a 96 hour test drive form.  They did not renew the test drive form  and there for it was not valid after 96 hours.  The state of NC only allows 1 renewal of a test drive form.  The dealer was in clear violation on NC dealer tag regulations.  I had the car on a dealer tag for almost 3 weeks before the temporary tag was received, the issue was only resolved after I notified them that I would be going to the *** tag office for assistance and will return the dealer tag to the dmv.   At no point did I  tell the dealer ship that I was too busy to wait for the dealer ship to bring a temporary tag to my home.  I did tell them that I was too busy to drive 70 minutes round trip to pick up the temporary tag they should have issued to begin with.  The dealership never offered to have a sales person bring me a temporary tag.  Their statement that I rejected having someone drive the temp tag to me is completely false.  Their response is full of misrepresentations and false claims. 
  
  

  

  Business Response

  Date: 04/10/2025

  Mrs. ******* after receiving your last message I met with my entire team to hear every last fact. I want to apologize first  for the miscommunication in the last message. After hearing everything I am beyond frustrated to hear how your purchase experience went with us. We appreciate the patience that you have shown with us during the transaction and after. I would also like to confirm with you your regular tag is being sent out today under priority so you should receive tomorrow. Your vehicle is paid off and tire caps have been delivered to you by your salesperson. If you have any other concerns or problems please reach out to me directly and I promise you will be taken care of. 

  Customer Answer

  Date: 04/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

  We had plans to purchase our son who is 17 a Mazda 3 in the next few weeks, what guarantee would I have that this would not happen again?

  
  
  Thank you. 

  
  

• Initial Complaint

  Date:03/11/2025

  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.

  On December 29, 2024, I purchased a 2022 Mazda Miata from Independence Mazda In Charlotte NC. I noticed that the rear window defrosts was not working. On March 1, 2025, I took the car to the dealership. They informed me that the wires that connect to the rear window defrost was cut and that the tent (top) would have to be replaced to fix the problem. They connected the Business that put the top on my car, stating that they were responsible for the repair. I have been given no information on when my car will be repaired. I have called them, and they say the same thing, that they're waiting for the other business to respond. I've only had my car for a few months, and it is still under warranty. Independence Mazda sold me a defective car and is now playing pass the **** on who is responsible for repairs.

  

  Business Response

  Date: 03/12/2025

  The customer came in and we diagnosed the rear defroster was cut causing it not to work. The tint was removed by a secondary company, *********, who damaged the defroster. We have an appointment today, 3/12/2025 with the customer, ********* here to get it resolved and fixed. The customer has been in contact this whole time with their advisor updating on the situation. 

• Initial Complaint

  Date:06/25/2024

  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.

  About 2 years ago I bought a new car from Joe Maus Mazda in Charlotte, **. I was talked into additional c*** that I really didnt need, they just did not stop and kept going. A while back I contacted them because the password for the digital forms did not work. They promised to send me a reset. They never did. Im his week I contacted them again. They so called secure documents were sent to me without a password. It did not include anything other than the master tech contract. No bill of sales, nothing I needed and shouldve been included. Almost 2 years later I decided to pay off my car because I want nothing to do with Mazda again. *************** lied to me and is unable to provide me with my bill of sales (which is all digital, you will not receive any physical paperwork from them at all). When I called them they replied very rudely and hung up on me. They gave me incorrect info about the added c*** they had me purchase. They literally lied! There is no way they didnt know that they practically lied to me. This will my last Mazda because of ***************. The worst car dealership in ** and **. Please go somewhere else.

  

  Business Response

  Date: 07/03/2024

  ********************, I do apologize that you have experienced these issues at our dealership. We strive to give excellent customer service and a great experience for all customers. After further investigation in this matter, all customers are told to create their own password to access their documents as it is secure. Customers pick out and type that password in twice on our system before signing and are told to remember it or write down as it cannot be reset. Once we found out you did not remember the password we had offered to send you copies through the mail and offered for you to come back in so we can print copies for you. We have gone electronic as most business are today because it is not only easier for customers to keep track of these important documents but, also it is more secure. As for the additional stuff you had bought, there were several protection plans offered to you to protect you and your vehicle that you had opted in and signed off on. We want to make sure are customers have the best coverage on their vehicles and that plan was customized and went over thoroughly with you before you signed off on. You then signed multiple documents showing what you bought. What I can do since you are still having trouble receiving your documents is overnight paper copies and give you the tracking number so you know as soon as they get there or again you may come in anytime and we can print them for you. 

  Customer Answer

  Date: 07/03/2024

   
  I am rejecting this response because: this is a bold face lie. I was NEVER offered the hard copies. As a matter of fact I was specifically told that all your documentation is digital only. The person who I talked to was new, so he told me, but thats not my problem. Thats the companys problem and someone shouldve been watching the process, but you didnt. As a matter of fact, you came around towards the end because I didnt want to sign anything. That was the only reason why you came to his desk within the last ********************************************** And yes, i  was told to pick my password. After 2 years needing some documentation I have tried multiple times, but none of the passwords did work. However, after almost 2 years it is not uncommon that one forgets the password. Where is the link to reset the password?  There is none. Please send me all documentation as a hard copy. 
  
  Looking back, I shouldve walked out that night. My bad. I shouldve listened to all the customer reviews and other dealers who knew about your business practices.

  anyway, send me my documents, and I will make sure Mazda corporate will know why I will never buy Mazda again. 

  

  Business Response

  Date: 07/03/2024

  Once again I do apologize that you feel the way you feel, but I can assure you I would never lie to anyone for anything let alone paperwork. I have the same finance managers for 4 years so they are not new. But ok I will ***** your paperwork to you so that you can track it and make sure you get it. Once again I apologize that you had a bad experience.

  Customer Answer

  Date: 07/03/2024

   
  I am rejecting this response because:  I will accept this response once I received the documents. For now, another lie, he specifically told me was new at this. I will close this once Ive received all documentation 
  
  

  

  Business Response

  Date: 07/03/2024

  I have already sent your paper work out to you so hopefully you will be happy

• Initial Complaint

  Date:11/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought Mazda CX50 from *************** and they sold me additional insurance product for $3,500. Next day I told them that I do not need additional insurance product and ask them to refund the $3,500. They got me to fill out the form and I did that as per their instructionsand submitted by September 18th. After I gave them what they asked for, they told me that it will take 2-4 weeks to get it back. It has been now more than two months and nothing received. They are also not able to give me a date. As $3,500 was part of my loan amount, I am paying interest on $3,500 because of the delay from ***************. I believe that they did not process my application on time and now delaying paying me. Can you please help me get a resolution?

  

  Business Response

  Date: 11/22/2023

  By law we have to offer the product to the customer and the customer has a right to approve or declined. When a customer approves they sign for the product. After cancellation ********** in immediately however the average was 2-4 weeks to get reimbursement from the warranty company however that is just an average. We are working diligently with the warranty company trying to get reimbursement applied to the customer for cancellation. 

  Customer Answer

  Date: 11/22/2023

   
  I am rejecting this response because: when I asked them to provide a proof of submitting my claim right away, they were not able to produce any proof that they submitted it on time. I am sure that they did not submit on time. Please ask them to provide a proof of submitting on time.
  

  Also, how come wait time of 2-4 week be increased to **** weeks? Just saying words wont change the fact that the wait time is way excessive.

  Regards,

  Manu

  
  

  

  Business Response

  Date: 11/27/2023

  I am sorry that you don't believe that we submitted your cancellation, and you want proof but we have no way of giving you that proof the warranty company has everything but we not the customer so they will not give us proof for you. But as you were told you can call them as there customer and get the notification that it was done on are end, and then you can see that it has been done on are end and you can see that they have to process it on there end. If you needanything else that we can do please reach out to are finance department. Thank you and once again sorry for this but we can only control what we can. Just call the warranty company so you can get updates.

• Initial Complaint

  Date:03/07/2023

  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 was looking at vehicles on line at various dealerships, there were several vehicles I was interested in and looked on Joe Maus Mazda's website just to see a price comparison of features and functions as it had about the same mileage (within a few thousand miles), same model. As I was comparing the stickers (car fax has original sticker for newer vehicles) I could not see a difference in features and functions. Next thing I know I receive an email indicating Joe Maus Mazda had a guaranteed lowest price email from them on the vehicle I was looking at (2020 ********** Outlander SEL). Per the email I showed it to the salesperson when I walked in and sat at their desk. I took a test drive and indicated it not what I am used to but it might be fine, as I was in a bind without a vehicle. I then asked then further inquired on the stipulations of this email I received. She indicated they regularly check the price of vehicles within 500 miles to see if their prices are in line. I then inquired about the price they wanted and when she told me I said it was way over-priced and proceeded to show her several examples of the same vehicle that was considerably lower. I then proceeded to show her a vehicle that was ***** and the detailed pricing of that vehicle which included all fees. So she said she said ***** is what you will pay and I said yes, she then proceeded to her manager. She then came back and had the vehicle priced at ***** but had all these fees added to it. When I inquired about it she said those are fees they cannot do anything with. Well it slipped my mind that I what I had shown her included those fees. Well they did match the price as I had shown, they used trickery in adding these fees, further more they used deceptive advertising in not matching what was shown and finally if they could not match the price they should have given me a $1000 per the email, again deceptive advertising.

  

  Business Response

  Date: 03/07/2023

  I do apologize that there was any confusion, seeing how all the fees and reconditioning was on the buyers order which the customer had signed for before we continued with the sale, now  if the customer did not agree with what was on the buyers order there would not have been a sale. I can only say this JOE MAUS MAZDA is a  full disclosure dealership I would not let it be any other way. 

• Initial Complaint

  Date:09/27/2022

  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.

  Hi, over the course of a few days I negotiated with Joe Maus Mazda on a 2014 Jeep Grand Cherokee. We agreed on a price Friday morning Sep. 16th. The vehicle had a hole in the hood that they agreed to repair, but only after they had a buyer because they did not want to spend money repairing a vehicle unless they had a buyer. So, once I agreed over text/phone to buy, I was sent a document to sign agreeing to the transaction and required to give a $500 deposit for them to do the repair on the hood. I was told that evening around 5 PM by the sales manager that the work would be completed the following Wednesday and the vehicle would be ready on Thursday and possibly Wed. I got a text from the sales person Tuesday mid day saying the repair was almost complete and the paint needed to dry that evening, but I could pick up the vehicle the next morning/day. I said thank you and was happy was the work was completed a day early. I called Wed. sep. 21st at 12:12 PM to my sales person to say I would be there around 1:30 to get vehicle, he said great. I received a call 20 minutes later from a different sales manager saying not to come down and they had sold the car the night before as he didn't know that I had agreed to buy the vehicle. I was really upset, and he told me that it was my problem, not his. I went down to the dealership any way to figure out what was happening. They told me they had already sold the car the night before and there was nothing they could do. I said to them that I had a document with make, model, price, VIN agreeing to buy car, but all they kept saying was that they didn't know and sold it someone else. I asked how could you sell a car that was not ready to be sold (repair and paint drying). They had no answer for this. The general manager was there while I was there and never came over to offer any resolution. At this point, they still have my deposit and I had to find another vehicle to buy that costs $5000 more with more miles.

  

  Business Response

  Date: 10/03/2022

  The customer spoke with a sales person at our dealer and agreed to numbers regarding a 2015 Jeep Grand Cherokee but there is no signature from a sales manager regarding the deposit agreement the customer has. If you check the document sent from the customer you will see there is no signature. The vehicle was sold to another customer since there was no official documentation from the customer and sales manager together regarding a buyers guide. The customer did put down a $500 deposit for the vehicle which was offered back to the customer however he said this is not about the money to the sales manager, **.  The sales manager, *****************, offered to find him a like vehicle and sent him 3 but the customer refused on all. The original vehicle the customer came in for was another Jeep from our sister store, not this white 2015 Jeep Grand Cherokee. The customer then continued to send $30,000 vehicle options to the sales manager and told the sales manager he, *****************,can give him, customer,  a $30,000 vehicle for the price of a $17,000 vehicle for the inconvenience which we cannot do. The customer then continued to threaten the manager with news reporters,etc even though we continued to try and find options for the customer in his specific price range/needs.
  
  In regards to the general manager being at the facility during this there was a medical condition prohibiting him from speaking and he was only here for a short period of time before leaving, which is why the customer saw his face only as he was passing through the store.  The general manager could not even open his mouth/jaw to try and speak to the customer. 

   

  If you have any further questions please feel free to reach out to *************** at ************. 

   

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18135387
  
  I am rejecting this response because: Regarding the document.  Why would my card be charged the deposit if you did not agree to the terms.My card was charged for the deposit in less than an hour.   Charging the deposit shows your acceptance of the terms of the deal (the doc included the specific vehicle) I have text messages from your sales person agreeing to the terms and asking for the deposit.  Why would I get text messages and calls saying the vehicle is ready for me when you had somehow sold it to someone else. I never said I didn't want the deposit back.  I said I wanted the car and the deal that was agreed to.  I was sent other vehicles to look at.  The vehicles sent to me where different makes and models than I was purchasing, were lesser quality cars  and the dealership didn't even own the cars.  Why would I agree to buy a vehicle sight unseen and one they didn't own ( 1 was in MI, 1 was in AZ, and 1 was in WV).  So, via phone and text you agreed to a deal, charged me for a deposit to hold the car and repair the hood and somehow you say you didn't agree to the deal.  This was a shakedown for a deposit and then to try to sell a lesser car.    
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/05/2022

  Once again we did take your deposit and offered it back, because there was nothing in writing  in are system and the salesperson did not notify us of the deposit since there was nothing in are system we had no idea . The manager on duty sold the vehicle. Once again the was no buyers order agreeing on numbers a deposit is not a legal binding agreement, if the car was not sold and you came in to get it and didn't like the way the hood was fixed or anything else about the vehicle you would not be obligated to take the vehicle. Unfortunately this happened there is no way this is anything other than lack of communication. We go above and beyond to take care of are customers.