ComplaintsforOpen Road Mazda of Morristown

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the vehicle in Oct of 2022. We have been having issues with the apple car play and never got the ******* to work from the beginning! My wife has addressed it with them several times. All we get is different resolutions and excuses. One today was to charge us ****** for a diagnosis?!!!! For a part that should be under warranty! When you look on line you can see that the apple car play is a consistent issue. If you look back at the settlement they just had it appears they havent learned their ****** and are still using deceptive practices or not honoring the warranty. Which one person told us when we called the 800 number its still under warranty. However, today we have to pay. A source advised me all they are gonna do is reset the system and charge you a big amount of money for nothing! This is terrible. One reason why I hate buying brand new cars! Do not buy from this company!

  Business response

  06/26/2023

  After numerous attempts calling, texting and emailing, we are yet to contact customer.
  We would love to speak to him.
  Also when customer came for **** mile service, nothing ever mentioned about car-play or ******** there were no notes on the R.O.

  We would like to try and help but cannot reach the customer.

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

  Customer response

  06/26/2023

  
  Complaint: 20206271
  
  I am rejecting this response because: their contact advised she attempted to contact me several times through text and phone. Unfortunately with the business I am in, I do not answer calls from numbers I do not recognize. However; had she texted me instead of my wifes phone or left a vm message. (Being that I am the owner of the car)! I might have called her directly back. Also, I find it offensive that she says nothing was said regarding the complaint at the servicing. It was stated over the phone before the service and even after the service when my wife called in a spoke to someone she thinks was named ****. It is not our job to correct their employees not documenting complaints. 
  On another not I spoke to the sales manager and will be dropping my car off to the dealership on Friday. Hopefully we can come to a amicable compromise. Until then this response will stay rejected. 
  

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

  Business response

  06/27/2023

  We would contact the customer by the number we have on file. I was informed that the customer was reached and coming in on Friday. It is always our intention to assist in remedying all issues.

  Sincerely,

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

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nov. 12, 2021, **** Mazda Millenia, ****** original miles brought into Open Road Mazda of Morristown service department for check engine light. Nov. 19, 2021 picked car up invoice # MACS105307, paid $1,535.77. After driving car 50 miles check engine light comes back on. Informed service department ***************** service advisor of car dealership. We discussed with **** that we are are winter seasonal residence in ******* and at that time we were heading back to *******. Service advisor authorized the car to be brought back in for repair once we are back in **. June 5, 2022 Mazda Millenia brought back into the shop for repair.. ************* request assistance with the Mazda hot line #******** on June 22, 2022 The car has failed motor vehicle inspection twice, once for me back in May 2022, and Mazda dealership in June, 2022. August 3, 2022 spoke to *****************, service advisor, requesting status information on repair of the car. He was going to have the Service Manager, ********************* contact me. I have heard nothing, and assume that is because they have not resolved the issue.I understand the age of the car is a factor, however, the car is at a Mazda repair shop. I want the car repaired and so that it may once again be used a functioning automobile. We are paying insurance for a vehicle that can not be driven due to check engine light . Please help us to get this motor vehicle repaired and back on the road.

  Business response

  08/30/2022

  *********************, Service Manager at Mazda Morristown, is handling this concern. ****** stated, in speaking with ******************* she understands that we are working with Mazda's technical assistance department to try and rectify her issue. She also understands that there are some parts no longer available for this car and it is coming down to the point where the car may be unrepairable as some of the sensors are no longer available.
  
  
  

  
  

• Initial Complaint

  07/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a Lexus NX 2016, and the dealer gave me a contract. They told me that for the bank to approve it, the Vehicle had to have all the guarantees; the value of the vehicle was 29K, and with the guarantees, it went up to 39k. I made a Down payment of 9.5k And signed a contract for ****k financed at ****%. Then the bank approved a deal of ****%, and the dealer altered the contract to ****k instead of adjusting the total price to ****%; they did so by adding 2k above what was agreed. After this, I complained to them and got them to lower $2,091 for the completion of the contract and to return 4k to my account, but I need them to clarify the value of the vehicle and how much they have charged me for each thing. They told me that they could not give me the information that I asked for, but I have the right to get that information. I need help with this.

  Business response

  07/18/2022

  We have an appointment set up with the customer to explain everything. It is our intention to resolve this without any question.

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

• Initial Complaint

  03/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I tried to write in BBB before to complain and my review is gone.. ummmm this dealership is horrible and doesnt give you your paperwork upon purchase of car.. its been over 6 months and i still have yet to receive a contract or welcome packet. Dealership loves to beat around the **** and keep customers waiting. Hello ******** are we ever gonna resolve my issue or.. ?

  Business response

  04/13/2022

  Vlad spoke with Ilam this afternoon and confirmed everything is fine.

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

• Initial Complaint

  05/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My temp tag expires today May 30, we had planned on going out of state for the holiday weekend but chose not to because I did not want to be driving with an unregistered vehicle I brought this to the dealerships attention and was offered no resolution, I contacted Mazda Corp and was then told I could go to the dealership and see Ernie and get another temp tag for 30 days until my plates came in, I went to the dealership on Saturday, May 29 and was told that I could not get another dealer plate until the current one expired which is Sunday, May 30 however the dealership is closed on Sundays, and as of midnight Sunday, May 30 into Monday, May 31 my vehicle is no longer registered I was told I have to come back on Monday, May 31 which in turn means I have to drive an unregistered vehicle to the dealership to get another temp tag for their mistake which was caused by them delaying the paperwork And not completing it properly the first time

  Business response

  06/17/2021

  The plates were picked up on June 7th.

  Sincerely,

  Missi~

  Customer response

  06/17/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Yes the plates were picked up but On June 12th, I had to make a total of 5 

  if trips to the dealership in 43 days, I was never compensated for my mileage time or gas, and I still had to operate the vehicle for one day, may 31st with an expired temp tag which prevented us from going out of state for vacation 
  
  
  Regards,
  
  ***** *******

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