ComplaintsforSeacoast Mazda

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2023 I went through Seacoast Mazda to lease a new vehicle. This is my third Mazda, but my first transaction with Seacoast. At first, I had a wonderful experience with my sales associate, and was very happy with the process. Upon driving the new vehicle I noticed a problem with the way my vehicle was accelerating. I called the dealership and spoke with a new sales person who agreed that the problem seemed dangerous, and that I could come in to go over my options. I was offered a new lease, but financially it did not make sense so I ended up putting my car in service. This is essentially where everything went downhill. I was treated extremely unfair by the service department who was rude and negligent towards me from the start. I received a loaner car that was absolutely filthy (trash, dirt, etc.) after about a week of my car being in service they called to tell me that they discovered the issue it was a sensor issue, and everything would be covered under warranty and not to worry A week later, I get a call, which I was expecting was going to be them, letting me know my car was done and to pick it up. However, now they have a completely different story saying that there was damage to the car and that I have to pay out of pocket. They have completely changed their story and furthermore are acting extremely unprofessional toward me. They have disclosed multiple times that they are understaffed and to me it seems like they are taking that out on their customers. As I have mentioned, I am a long-term and loyal Mazda owner, and have always had a great experience with the dealerships up until this point.

  Business response

  11/14/2023

  Customer brought the vehicle in for a check engine light codes p0524 (engine oil pressure too low) and p250f (oil level too low) inspecting the oil dipstick and found no oil registering on the dipstick added oil the vehicle needed 4 quarts. Started the vehicle and found the oil leaking from the oil level sensor. Quoted oil level sensor informed customer the part would be 6 days until in stock. Vehicle pushed back into the shop on 10/30/23 to have the sensor replaced, upon removal of the sensor the oil pan has impact damage and the sensor is not sitting flush against the oil pan the oil pressure sensor is bolted onto 3 studs from the bottom of the oil pan the studs should all be the same length but where the oil pan has impact damage the studs have been moved and will not allow the pressure sensor to sit flush causing the leak of oil, further inspection shows another impact site on the oil pan as well as the radiator support being impacted also the under carriage splash shield has damage as well as the front bumper. Contacted customer of what was found and informed the customer that the vehicle will need an oil pan as well and unfortunately due to the impact damage it is not a warrantable concern due to the component being compromised from an outside influence. Customer asked to speak with the service manager, at this time I spoke with customer and explained what we found and why it would not be covered at this time, I asked the customer if she could come into the dealership so I can show her the vehicle on the lift and the impact areas, the customer insisted that she has never hit anything and it was sold to her that way. The customer then said she would have her husband and herself call me back to review this again. On 11/1/23 the customer called to talk about options and we went over the vehicle needing the oil pan and sensor, why it is not covered under warranty and what we have seen to cause this not being a warranty repair. I asked the customer again to come in so we can look at the vehicle together, the customer said she has a job and can’t just come to look at her vehicle. The customer then gave the approval for the repair also asked about a possible option to trade the vehicle in.
  We at Seacoast Mazda are sorry the customer is upset about the cost of the repair, we did not deceive the customer and contacted her right away after seeing the damage that caused the issues. Unfortunately the manufacturer warranty do not cover a failure of a component when the failure is caused by an outside influence such as this concern.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new vehicle with Seacoast Mazda December 7th 2021 and quickly after, began noticing an issue with the infotainment system. On cold mornings the infotainment systems is inoperable and the screen inside the car is black or frozen with the mazda logo. This lasts usually 15 minutes while the car warms up to operating temperature. I scheduled service at Seacoast Mazda to look at the car regarding this issue for December 12th 2021. They looked at the car and stated they found nothing wrong and I just don’t know how to use the system. This first appointment was disappointing so I tried everything I could think of to resolve the issue myself to no avail. So I made another service appointment to look at this continuing issue for February 12th 2022. After this appointment I got a video from a service tech stating per a recent TSB, he updated the CMU and that may resolve my issue. Around this time talking to the service reps they mentioned they had a CMU replacement ordered, but it was on back order so they would call me in a while once received. July 25th 2022 I brought my car in again for some other warranty repair and an inspection and was informed the CMU was still on back order. I figured since covid messed up the supply chain it may take a while to get a replacement. I waited a whole year, July 10th 2023, I took my car in for the yearly inspection and was informed by their service advisor over the phone that the CMU has shipped and they would call me back in a week or two to get this all fixed. In the beginning of August after no call back, I called to inquire about the status of the replacement. I after some back and forth they said it is backordered, even though it has shipped already? I emailed Mazda USA who called the dealership who stated my cars problem had never been been verified and they haven’t even ordered a replacement part. I feel like they’re giving me a run around here and I would just like my car to work as it should.

  Business response

  08/22/2023

  Hi ********!

  So sorry to hear about your poor service we have provided. I had my service manager Nick D**** reach out and instructed him to get you the parts you need and fix it. So sorry again and hopefully we can make you a happy customer and maybe even a free year of maintenance? Let me know if you would like to talk to me personally. 
  

  Thank you,

  Ryan M****** 

  General Manager 

  ###-###-####

  Customer response

  08/22/2023

  
  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.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Mazda headquarters in September for assistance to get my remote started fixed -Service Request Number ********. I had called Seacoast Mazda several times to make an appointment. At least a month had gone by before I could get the vehicle on their schedule. On November 3rd I dropped off the vehicle to get the remote problem corrected and it is still there awaiting corrective action as of January 10, 2023. I waited and requested a follow up multiply times without the courtesy of a call back or update on the vehicle. On Saturday November 19th I received a voicemail and video from the service tech stating that the Mazda remote car starter is junk and wouldn't recommend it. Please understand my concern and frustration with this outcome. After reviewing the video, it does not give me confidence in Mazda products or in the service provided at Seacoast Mazda. I asked to have this matter reviewed from someone more technical and to see how we could reach a satisfactory outcome. Many attempts have been made to involve Masda USA headquarters, and they are not cooperating or assisting me in this matter. On January 10, 2023 I received a call from Joe M***** saying to come pick up my vehicle and they counldn't fix the problem. I asked for him to email this in writing so I could follow up with Geico for next steps. I have placed a call with the representative at Geico and they authorized Seacoast Mazda to repair the vehicle and fix the issue. My vehicle has been with Seacoast Mazda since 11/3/2022. I want my vehicle back to its original operational status. Since Seacoast Mazda received authorization on the issue as an insurance claim, then I feel that the proper protocol is to work with Geico for next steps. I requested that in writing from Joe M***** to get authorization for next steps to a favorable resolution and had anticipated getting this information today to move forward.

  Business response

  01/16/2023

  We are pleased this was brought to our attention. We have since contacted the customer and are working on a resolution to have this fixed in a timely manner. We are installing a remote starter (on our behalf) for the miscommunication and frustration. This should rectify the problem.

  Unfortunately prior to this vehicle being brought into our Service Dept it was involved in some type of collision and was worked on at a body shop and then improperly put back together which we believe is what is creating the issue with the remote start. 

   

  Customer response

  01/22/2023

  
  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.
  
  Sincerely,
  **** ******

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Start Date of Transaction: July 11 Total Price: $2,167.65 ($850 for front bumper replacement) ($1,122 for brakes) ($164 for brake flush) Since July 11, I have been without my car due to mistakes made on behalf of Seacoast Mazda. To begin, Seacoast Mazda gave me an original quote of $850 for the front bumper replacement, and after agreeing to the price, they tried to nearly double the price. Fortunately, I told them I was not willing to pay the new price and they stuck with the original, however this did not sit well with me. On July 15, 4 days after dropping the vehicle off, I was promised that the car would be finished and ready for me to pickup. I took time out of work and made arrangements to go to the dealership, just to find out that same day the car would not be ready until July 18. On July 18, I reached out to Mazda and was told it would not be ready until July 19 due to complications. On July 19, I picked up my vehicle for the first time and realized that the front license plate was completely missing and a NEW warning light popped up on my dashboard - the warning light was associated with a malfunctioning headlight issue that rendered the lights useless and actually caused me to miss an important work event. On July 23, I dropped the car off to seacoast mazda again to have them fix this issue - told it would be 20 minutes, they ended up keeping my car until July 27. On July 27, Mazda delivered my car to my house, just for me to find a huge piece of the bumper/guard hanging on the ground and ultimately broken beyond repair. Since July 27, there has been a number of additional issues coming up and as of August 3, I have NO estimate as to when I should be receiving my car. Seacoast Mazda attempted to remedy this situation by offering a complete car detail (however this was completed and was very poor quality, seemed as if they just took a vacuum to the rugs) and also offered free future service, however I do not want to work with this company again.

  Business response

  09/09/2022

  During Mr. *******'s visit we did take his vehicle to our body shop to paint and replace the bumper. Due to unforeseen delays with the body shop and to illuminate the inconvenience to our customer, we did provide ********* with a complimentary service loaner vehicle to assist so he did not have to go without transportation. When the vehicle was returned to us from the body shop, Mr. ******* did pick up his vehicle and returned the loaner. When ********* called back to express his disappointment about the license plate missing and the warning light on (which was causing his radar cruise control to not work and did not impact the headlights at all), we advised him to return and we would be able to reattach the plate and address the warning light. Realizing the warning light was going to take longer than expected due to the body shop's error, we did advise the customer we would drop off a loaner to him at his house so he was no longer inconvenienced. Importunely at that time, we did not have any loaner vehicles available and contacted ********* and or his father daily with an update. Doug and myself, the service manager, did discuss that Doug was looking for full reimbursement for the bumper repair in it's entirety. When we drove the vehicle back to the customer (over 45 minutes away) he did call back and told us one of the plastic under shields was hanging down. At that point, I had a loaner dropped off at his house and we drove the vehicle back to the dealership to repair the under shield. Once repaired, the bumper on, and the warning light is off, we did have a driver take back his vehicle to his house so he would not have to come back down to the dealership. We are also issuing a full refund for the bumper repair to the customer as well.

  Customer response

  09/12/2022

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because:

  
  Upon returning the vehicle for the final time, I found a piece of trash left in a cup holder by one of Seacoast Mazda's employees, along with a small plastic part missing from inside of the vehicle [ see photos attached ] . I requested to find out who left the trash inside of my vehicle, but did not receive a response, and was told that Seacoast Mazda would be shipping the missing part to me [as seen in the text messages with "Rocky" from seacoast mazda from august 4] but have yet to receive the part as of (9/12/22). Furthermore, as of today, I have yet to receive the refund check that has been promised and attempted to call multiple times the past week with no success of reaching Joe the service manager. 
  Seacoast Mazda has handled this situation with unprofessionalism and carelessness. Seacoast Mazda seems to be downplaying what occured to make it seem as if these are normal events that a customer should expect and are acting as if they did me countless favors throughout this long/terrible process, when in reality they did the bare minimum. I drove to their location multiple times as well so by them emphasizing they drove 45+ mins to my house to make it seem like they went above and beyond is ridiculous. Also, apart of the agreement of resolving this issue I was told my car would be fully detailed, but there was still trash left in the vehicle by one of the employees; along with that, the detail was poorly done and did not look much cleaner than before. 
  I am usually very patient and understanding but the events that took place this summer are unacceptable for any car dealership/service company to let happen. It was nothing but bad news and unresolved issues. Seacoast Mazda lost a customer for life by their actions and I have informed others of this issue so they know what to expect from this business.  Sincerely,
  
  ********* *******

• Initial Complaint

  02/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 2/22/2022 A salesman Austin e****** showed me a used suv. The issue was all the identity theft used on my name and social security number. Supposedly. Right away Austin and Ryan and John and others told me straight out that I was approved with NO money down and mazda was doing the loan.and the suv was being dropped off at my home. As the day went on the story changed multiple times and the slick lies and behavior had thicken and then the credit bureau hits were outrageous and done without my approval. They stated they had to match my social security number to my name.they had multiple legal papers with the correct spelling of my name and social security number matching. This is incredible and disrespectful and deceitful dealership. I asked for the owner and was told by Austin e****** that *** was out doing business. We had the credit bureau unlock the freeze so they could pull to match my name and social security number. Mistake.. I personally called the financial company that was doing my loan and they stated they never requested the down payment or the other items that John and Austin stated they needed. If you want more heartache and smoke blown up your **** then by all means go see John ,Ryan,Austin, and others at Seacoast mazda. There is no honest answer or reasonable explanation that this dealership can give you.its just pure lies and smokescreen...its no mistake its just lies.

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/02/24) */ Contact Name and Title: John D***** Contact Phone: ***-***-**** Contact Email: ****@seacoastmazda.com ****** ****-***** reached out to our dealership looking for a new car. She was unable to drive to our business, so I had one of my Sales Representatives pick her up at her home in ******. When she had filled out the original credit application, she used her first name as "*******" which is not her legal name. When questioned, she stated her correct legal name is ******. She then supplied me with a NH Gov issued ID with her name spelt ****** and a SS card with her name spelt *******; both spelt different ways and both Government issued documents. I updated the correct information with the lender and they denied the loan based off the inaccuracy and inconsistency supplied by the customer. I was then able to get her approved thru another lender who required $500 down payment from the customer. She stated she was unable to come up with any money. I explained I am unable to help her due to the fact the bank requires a down payment due to her current credit situation. I have signed authorization from the customer to run her credit and get her approved on a car loan. She was also well aware of any and all inquiries that would be applied to her credit bureau. In fact, that day she unlocked 2 credit bureaus specifically for us to submit her application to lenders to help her get a car loan. This customer has since called multiple times stating she's not willing to put any money down and that I should give her a car with an "IOU" for $25,000 and that she promises to pay next month. Unfortunately, the only way I'm able to help this customer is with the $500 down payment the lender requires to give her a loan. We never lied and or "reeled" this customer into our dealership as the error and inconsistency with her legal documents is on her end, not ours. The unfortunate reality of her not leaving with a new car is only due to the errors and inconsistencies with her application and legal documents and not for the reasons she previously stated. Consumer Response /* (3000, 7, 2022/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Seacoast mazda response is incorrect. Austin E****** who's legal name is ****** austin e****** was aware of the error of the spelling of my name. They were provided multiple legal documentations of the correct name spelling. They also confirm and promised to me that financials were all in place and financing was all approved with NO money down thru mazda financial.They said they are a family owned company and honest with no complaints against them. Ryan stated 3 loans get done like mine and it was a done deal. Then they pull additional credit bureau reports without my authorization. Austin continues to state "No Problem the car will be delivered to me. Three at the front desk also gave the same story line.. After sitting there for a few hours they say they can't finance the gray/silver suv they can only finance the blue suv at the same terms 100%finance and delivery the next day. What was reported to the BBB on their response was incorrect and illegal. I called to speak to *** A******* the owner and was informed he doesn't speak to buyers and the general manager Ryan would be calling me back.still no return back. Then after research, I was informed on the multiple lawsuit and customer complaints on Seacoast mazda and the backround check on Joshua austin e****** and in fact he is not who he states he is. The botton line under NH RSA is that Seacoast mazda committed a fraudulent action and under NHRSA futher action can be taken if there is not a honest reply thru BBB. My facts on the transaction are factual and without any hesitantation to the truth. As what was told to me and reading the other court documents on Seacoast mazda, this is not their first time pulling a shady transaction as they did with me. This is definitely a case that should be looked into further by NHDOJ and the NH Banking commission since Seacoast mazda gives a totally different story then Exeter Finance does and Mazda. AGain their response is unacceptable and untruthful. ******* ********** Business Response /* (4000, 9, 2022/02/28) */ First off, it is completely irrelevant to this complaint as to what my employee uses as his name. I have signed authorization to run this consumers credit as she applied for a loan so I don't understand how we're "fraudulent". She even took the additional steps to unlock her credit bureaus. As I stated before she did in fact supply us with legal documents showing her legal name AFTER she already applied using her incorrect name. At this point as a resolution, I believe both parties would mutually agree to move on and not continue contact.

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