ComplaintsforSchwartz-Mazda

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Schwartz Mazdas finance practice appears to be intended to defraud their customers. In the finance office, they purposefully skipped over $1,300 worth of charges. When questioned about why the payments were so high, they walked through the numbers, still skipped the extra charges.The payment amount wasnt sitting well with me but when questioned, the finance manager showed me the agreed-upon sales price, the PA sales tax, the amount for tags/license plates/registration, the down payment and total amount financed. Didnt use a calculator, but pointed to each. He did not point to the two separate charges of $299 (both marked optional) and I wasnt given the opportunity to decline them, and one for $699 that I similarly wasnt given an opportunity to decline. He did have me sign to decline the extended warranty options though. That part was easy and I expect it was to lower our guard as the ext. warranty is where they typically make the most money. But, that tells me that they specifically intend to defraud their customers by not showing the charges.I wasnt aware of the charges until after getting home and reviewing the contract.When I did get home, and turned on the car, the dashboard lit up showing that it was past due for service by over 3 months. They didnt even prep it for sale! I was able to speak to a service advisor, who told me that I could take the vehicle to my local service department, submit the receipt, and the dealership would reimburse me for the service. However, the service cost $190. I had nothing extra done, only the service as per the code on the vehicle dashboard. After submitting the receipt, Schwartz Mazda, only reimbursed me for $88 of that cost leaving me with another $101 cost.After numerous tries, the only phone call I received was to tell me I owed them $46 to get the license plate/registration for the car. Total extra cost was to me $1,477 There are other similar complaints on snap21.com so I know its done frequently

  Business response

  09/29/2023

  WE have spoken with the consumer and have explained that some of the products such as etch and xzilon are put on all cars but do to the fact we were switching systems we were unable to print the related forms for about 2 days. This fell within the window and due to the fact that  our main goal is to keep customers happy. I as the owner have can not prove or deny that these items were appropiately sold with the absence of these forms and agreed to refund the customer. One of my managers has talked to ******* and agreed this is a appropriate solution.

• Initial Complaint

  07/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car in New Jersey Shrewsbury Mazda a preowned certified Honda CR-V lx 2018. However, two days later I saw an issue that the power trunk sometime do not open or close. I went to service to fix the issue and then told me that modification was done to the car however this not told to me before purchasing the car of this modification.

  Business response

  07/19/2021

  Hello, 

   

  This customer bought a CR-V LX. The LX doesn’t come with a power lift gate. Which we found out after the fact because we are not a Honda dealership. The vehicle was used. It took a month for the customer to complain About anything. When the customer did complain we sent it to Honda to have it fixed where we found out that it was aftermarket power lift gate that looked just like a manufacturer installed item. We then brought the car back and held down the button to reset it. It works fine. We watched as the lift gate went up and down 50 times and the customer has video of this. The customer wanted a full refund which we can’t do because the deal is done, she put miles on the car, motor vehicle is in process and a complete refund was not possible. Tax and motor vehicle are $1873. The customer wanted $22000 back and we offered 21000 towards a different CR-V that we had in stock. She did not want this deal because she knew both CR-Vs and wanted the one she had when she bought it. 
  

  There is not a single thing wrong with the vehicle but the customer still came to the dealership and called the police. The police came because she said we were not willing to give her her keys back. The truth is that she wanted to keep the loaner we gave her. There are videos of us trying to have the vehicle keys back. Obviously if we wanted to keep the keys we would just give her a refund and keep it. The customer and he friend then stood outside talking to the cop for an hour or so tell him we have to take the car back. He said unfortunately in NJ there is no right of recision. He said there is nothing wrong with the vehicle and it seems like she has buyers remorse. 
  

  like the cop said, the customer bought the car she wanted. It works just like it should and now she’s got buyers remorse. 
  

  she is wasting our time and has already threatened legal action but has no reason so now is calling the police and BBB

  Customer response

  07/29/2021

  
  Complaint: ********
  
  I am rejecting this response because it didn’t take a month concerning the issue. We went to the dealer about the issue the following week because I live Philadephia, Pa and I have work and school to attend so it’s not like I can go the following day. When I went the following week about the issue with the Power trunk they send us back and that they will call us back when they get a response from Honda and that took two weeks! Of course it will be a month from the time it was purchased till I called them if they heard from Honda yet! The mileage of course was used for all the time I had to go back and forth from Philadephia to new Jersey it’s a 1 hour and half to 2 hour ride. I also have videos of the power trunk not opening as well and I told them that it will sometimes work and then out of nowhere it will stop and even their Mazda mechanic saw the issue and told me he was looking at YouTube tutorial and that it might be button that you might press in order to be certain height but I told him I did all that because I didn’t want to go back to New Jersey and I got a video that it doesn’t work as well. It anger me that Mazda is telling us that it is a waste time because we expected the car to have no issues as the sales person said “their is no problem with the car”. I understand they specialize in Mazda vehicles and not Honda but they should know what they are selling to customers. 

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

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