ComplaintsforKeffer Mazda

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the owner of a Mazda CX5. My radio stopped working properly around 2 years ago.1.5 years ago (May 9, 2022 - Service agent was *****************************) I finally brought my car into service for them to assess the situation and see if I would be covered with my extended warranty (******) to fix the problem. *************************** told me they just had to order the *********** (they were on backorder) and that he would let me know when it arrived so we can get my radio fixed. He did tell me this could take a while. Aug 19, 2022 - I called for a status update - ***************************** told me still waiting on parts and the he would call me when they arrived.Feb 13, 2023 - I called for a status update - ***************************** told me in not as friendly of a way that they were still waiting and that this could take up to one year and that I didn't need to call them back, they they would call me....Sept 29, 2023 - I decided to call the Service Manager (****) and left a full detailed message.....no call back Oct 2, 2023 - I AGAIN had to call back **** - the Service Manager. He said he hadn't called me back as he couldn't figure out what was going on. He had NO records of my radio or anything....I said WHAT??? I have been patiently waiting on these parts to arrive since May 9, 2022!**** then said something like we had a lot of really old tickets that we just deleted out of the system, yours must have been one of them. **** then said he has located me a radio in ******* that he would have overnighted and that he would call me when it is in to schedule it to be installed....Oct 11th - Guess what I have to reach back out to **** - hey **** where are my overnighted parts? **** tells me that he had them, but is waiting for a loaner....I then said I would just bring my car in and wait for the repair at the location. He then tells me he would need to hold the car after the repairs until ******** pays. Oct 19th - I had to reach out again! Claim to be repaired on Oct 25th! after I lost my mind on them and told them of this BBB complaint and asked for GM detailed information.This has been a horrific issue and they care none!I haven't even recorded the multiple other times I have Left Messages with no return calls and text messages with no responses....

  Business response

  10/19/2023

  ***************** is absolutely correct and has every right to be upset. We dropped the ball and never picked it up. I have spoken to *************** and set everything up to pick up her vehicle on Wednesday the 25th and have it repaired and detailed and returned to her. I have also put a $200 credit on her account for maintenance going forward. Once again, *****************, I apologize for how everything has been handled. We will get it together going forward.

  Thank you,

  J.R. *******

   

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 22, 2023 $2,575.33 I got a timing chain replaced at Keffer Mazda and was constantly hounded by staff to fill out a 5 star review for a free oil change. Essentially, Keffer Mazda is illegally soliciting 5 star ****** reviews. I did not give a 5 star review because i believe there is always room for improvement. I then got a text from a customer service representative telling me I was banned from going to the business again. The catch is when I took my car in for the timing chain replacement i got it back with electrical things not working in the car when i gave it to them with everything working. Now I cannot go to the dealership to get their wrong doing fixed because i was banned for not giving a 5 star review. I tried to resolve this issue with the business but they are ghosting me and I think they have blocked my number. I have been waiting for a call from their manager but am yet to receive that call.

  Business response

  09/15/2023

  We, like all business, do ask for reviews from our customers. When we received a very unfavorable review from **** our Service Manager reached out to see where we dropped the ball and how we could help make it right. **** stated the every since he picked up his car that we replaced the timing chain on that the power window would not work. **** invited him back in so we could take care of it for him even though what we did would have in no way affected the window. **** did not come in for the appointment and when he and **** spoke again he said he did not need to because the window started working again and he was happy with us at that point. Later we received a very unfavorable factory survey score from ****. The advisor reached out in dismay due to the fact that we had done everything in a timely and efficient manner and even provided a loaner car even though **** did not qualify to drive one by age, and we also offered to fix something we had nothing to do with as evidenced by the fact that it started working again on its own. Both the Advisor and the Service Manager had multiple points of contact with **** as we save all communication through our system. **** even stated on the factory survey that "****(service manager) has great customer service skills, let him teach everyone his ways", and then stated to *******(service advisor) in a system text that it was **** (service manager) that he had a problem with and that he was extremely happy with *******. He also stated he would NEVER give anyone a 100% score/review no matter what. In this day and age where reputation means everything in the public eye and as a business you do everything possible to do things the right way and have integrity in what you do and pick up the ***** when they are dropped, it is best to end relationships such as ours with **** when it seems no matter what you do you can't please him and would continually set yourself up for failure. 

  Sincerely,

  J.R. *******

  Customer response

  09/15/2023

   
  I am rejecting this response because:
  I did nothing wrong and yall are being sensitive and only focus on the good things in your business. You will never be able to improve your business if you never look at the negatives and things to work on. Unfortunately life isnt all rainbows and unicorns and they need to realize this but they wont because they get very upset when someone gives it to them straight up. World is full of sensitive people and this business is full of them. Crazy how they can get so mad over a review that that are illegally trying to obtain. Everyone here needs to grow up and gain some mental toughness because they are immature and imbeciles to deal with. 

  Customer response

  09/15/2023

   
  I am rejecting this response because:
  I did nothing wrong and yall are being sensitive and only focus on the good things in your business. You will never be able to improve your business if you never look at the negatives and things to work on. Unfortunately life isnt all rainbows and unicorns and they need to realize this but they wont because they get very upset when someone gives it to them straight up. World is full of sensitive people and this business is full of them. Crazy how they can get so mad over a review that that are illegally trying to obtain. Everyone here needs to grow up and gain some mental toughness because they are immature and imbeciles to deal with. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August ******* I took my Range Rover in to be serviced. I purchased this vehicle from Keffer Mazda on April 29 2023. At the sale I was told to bring my ** back to them for any service need. In the contract there was several service plans and different other warranty that was added in to the sale agreement. I live 2hrs away from Keffer Mazda and my service appointment was at 9am. Upon arrival we (Husband and 2 kids) asked for a loaner car. After leaving the dealership I received a call from service department stating to keep the loaner car and drive back home they will call me when its time to pick up my vehicle . As we was headed home my husband realize that his car keys was left in **. Once we return to the dealership it was a thunderstorm. My husband went to get his keys from the ** that was part outside. He saw that the sunroof had been left open during the storm. The vehicle was wet on inside. The service manager ************************* said he would get it dried out. I called back up to the dealership the next day to get a update. I was told that the water had been vacuum out. I asked about any electrical damage. He said no there doesn't appear to be. I also said that the radio had a issue before with the sound is there any problem with it now. I just did the software update on the system. I was told to pick up my vehicle. I was later inform that they where not getting any sound from the system. I asked what is my next step **** said to take it to Range Rover dealership near my house in **************. On August 24,2023 I took it to ************************ for a diagnostic check. I was informed that the *** had condensation . Water damage has settle inside the mother board (*) and needs a new Amp. I was quoted to replace the *** $4,000.00. I called **** to tell him the results. His response was that they assume the Amp was going bad anyways. That the water getting inside should not matter. I want the dealership to take on ownership and be held responsible.

  Business response

  08/28/2023

  The car was brought in to the service department for the electrical/sound issue so while the water getting into the vehicle from the customer leaving their sunroof open and our staff not closing it may have exacerbated the issue, it was not the root cause. I will agree to  pay the customer $2000 as good will toward the repair.

   

  Thank you,

  J.R. *******

   

  Customer response

  08/31/2023

  
  I am rejecting this response because: I received a call from ************************* stating that they would cover more than $2,000. The repairs start at $4.000.00. I am requesting that they pay more of the cost. I only had the vehicle for less than four months. I need to have a formal statement saying what they are willing to pay. There are a lot of miscommunication with the different associate saying different things. When I picked my vehicle up from Keffer Mazda I was inform to take it to a Range Rover dealership for a diagnosis check. Only to find out in a  message from Keffer Mazda stating that they already done a diagnosis check. I incurred a cost of $488.85 from Range Rover that could of been prevented if they already knew what the problem was. This has been a very stressful issue. This may be  just the beginning of my issue with water damage. 

  
  

  Business response

  08/31/2023

  **** stated specifically that he got the Range Rover store to agree to cut an additional $400 off the bill so combined with the $2000 that we will pay that is a $2400 savings for the customer. That is what I am willing to do. 

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: April 5 2021 I brought my car in because the console was glitching. They told me that it was an update issue and charged me $195.56 for an update. The problem persisted and so I brought it back a week later, as requested, and they told me that the whole media center needed to be replaced, which would end up costing about $1500. I did not move forward with this service as it felt wrong as they could not tell me specifically what the issue was, they were just guessing. On the week of 10/27 I researched other people with the same issue with the vehicle online and found the solution. The suggestion from online is that it is the ** card with the maps, which easily located in the front console, could be the issue. After testing the theory, this was determined to be the problem. The card has somehow become corrupted. When I attempted to talk to the dealer, they said they wanted $350 for the ** card and I asked why this wasn't one of the troubleshooting avenues that his technicians consider, and he stated that they don't look at the ** card. In other words, they charged me $150 to update a system that didn't need an update, then wanted to charge me $1500 for a replacement of a system that works perfectly because they didn't even look at the ** card because they "don't even consider it". ***** at dealership was unwilling to work with me to make this right. They charged me for an unneeded service and attempted to ***** me for new parts, and it would have still have had me coming back to pay for the same problem.

  Business response

  11/04/2021

  I completely agree with ************** that we our service department could have explored the ** card prior to giving a complete diagnoses. If we had perhaps the issue could have been avoided altogether. When the original diagnosis was performed a warning displayed stating the system needed to be updated so when the problem persisted they made the incorrect assumption that the system was malfunctioning instead of digging in further to discover the ** card issue. I have spoken to all parties involved about the importance of taking every step necessary to do what is right for the customer and hopefully we can take this as a learning experience to help lead us to providing more of a World Class customer service experience in the future.

  As for taking care of **************, we have ordered and received a new ** card to replace the card she has. Both ***** (Service Manager) and I have called ************** and I have left 2 voicemail messages stating I want to get everything taken care of for her. As soon as I hear back from her we will set up an appointment to get her new ** card installed at no cost to her.

  Thank you,

  J.R. Fredell                                                                                                                                                                                                                                                                                                                            Managing Partner                                                                                                                                                                                                                                                                                                                  Keffer Mazda                                      

• Initial Complaint

  08/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Our 2016 Madza 3 vehicle was brought in to service at ****** Mazda dealership. On August 10, 2021 around 4:00 pm we were told that our vehicle was stolen from their lot during the night. We were told their was a burglary at night and our car was taken from their lot. We were offered no compensation or restitution for our loss. We were advise to contact the police. We later spoke with the dealership again on August 10, 2021 and they offer no solution. We tried reaching out to them on the 11th and were told the GM was out of town. We tried reaching out to the dealership on August 12, 2021 and were to to file a claim with our insurance, they could not help us.. We were told that the GM was not availble. We are asking for the replacement value of our 2016 Mazda 3 vehicle. The car was in thier custody at the time of the loss. The dealership should accept legal resposnible to replace the vehicle

  Business response

  08/26/2021

  Business Response /* (1000, 5, 2021/08/16) */ I spoke to Mr. and Mrs. ****** and apologized for the situation. We are not happy about being broken into and we hope that everything is recovered for both parties. We certainly could have communicated more clearly and empathetically with the ******'s from the beginning and we have taken this incident as a learning opportunity in steps to take in the future. We have contacted our insurance company and let them know of the incident and have advised the ******'s to contact their insurance company as well. In the meantime we have provided them a loaner car at no charge awaiting information from the police as to the recovery of the stolen property. Consumer Response /* (2000, 7, 2021/08/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I acknowledge the response and apology to this point. However this is a process and I trust that this process will conclude with all parties in agreement. I am waiting on the outcome before determining if this complaint is fully resolved.

• Initial Complaint

  05/26/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2014 Camaro from Keffer Mazda on 03.11.2021 with a condition of purchase being that they fix the AC and some paint. Three months later, after having to have brought the car back 3 times, I have yet to maintain possession of the car. I added a tracker to the car for the purpose of monitoring my teenage son once I finally got the car back, only to record employees driving my car to their high schools, on errands, and even being allowed to take my car home to their personal residences ALL unbeknownst to me. Then when asked about it, they acknowledged that they allowed a technician to take the car, telling me this was standard diagnostic procedure. Absolutely ridiculous!! Absurd!! I requested that I be reimbursed for the two months of payments that I had made in good faith, given I STILL don't have the car I purchased. They refused. Documents attached show where someone drove the car from dealership to home, overnight, in the am to a high-school then back to dealership.

  Business response

  05/27/2021

  Business Response /* (1000, 5, 2021/05/26) */ I have spoken with Barbara and apologized that we did not communicate with her the need to drive the car overnight for extended diagnosis and verification. I have also let her know that I would reimburse her for the 2 payments that she is requesting. Consumer Response /* (2000, 7, 2021/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I spoke with one of the managing partners of the dealership who responded in less than 24 hours. He did apologize for the oversight in communication which is much appreciated. Although, I'm still surprised this a common practice. Provided the dealership follows through with the reimbursement and my car is fixed as promised and returned swiftly, I accept their resolution and appreciate the prompt response and attention to my complaint.

*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. ↩