Complaints

This profile includes complaints for Wayne Mazda/Wayne Auto Mall Hyundai's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wayne Mazda/Wayne Auto Mall Hyundai

  1935 Route 23 Wayne, NJ 07470

• 

  Wayne Mazda/Wayne Auto Mall Hyundai

  1244 State Route 23 Wayne, NJ 07470-5824

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:05/05/2025

  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.

  Purchased a certified 2020 Elantra on 4/26 for my son. Cash deal. First time purchasing from them. I was met with the usual shady car dealer tactics. Expected. Wasn't until I left the lot realized the inspection sticker was out of date by 2 months. I'm pretty sure an up to date inspection sticker comes with a "certified used hyundai". Called my "salesman" ***** 3 times last week and he didn't call me back. Called today, shared that ***** hasn't called me back. Was put on hold for a "manager" for 20 mins. I call back I don't get a "hello", instead, sent straight to hold. Call back and again....straight to hold. Never have I been so disregarded by a car dealer. Worst of the worst. I need this rectified by getting a current inspection sticker and being able to have the car maintained for free oil changes and any other service it needs by any other Hyundai in the area but that one.

  Business Response

  Date: 05/07/2025

  Good morning ****** ******,

  I would like to start off by apologizing for the delay in communication with you and your son. We value your business and would like to apologize on behalf of Wayne Hyundai. Our dealership is not authorized to perform New Jersey state inspections. As such, you will need to visit a certified NJ state inspection center to obtain a valid inspection sticker. Please let us know if you have any other questions.

  Thank you,

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

• Initial Complaint

  Date:04/30/2025

  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.

  I leased a 2025 Mazda CX-70 *************** Plus from Wayne Mazda in early April 2025. Within the first week of taking delivery, I reached out to the dealership in an attempt to unwind the lease, due to pain in my leg from limited legroom on longer drives. I also contacted Mazda ****************** and Mazda USA Customer Support, who informed me that a lease unwind was possible if initiated by the dealership. Despite multiple good-faith efforts, Wayne Mazda has consistently refused to assist.Compounding the issue is the fact that this same vehicle was driven by a dealership manager before it was sold to me, and already had over 200 miles on it when I took delivery. While it may not have been registered, this would make it a technically used vehicle yet it was still sold to me as brand new. When asked if this was standard practice, the dealership provided no clear explanation.Its especially frustrating that the dealership was able to unwind the same vehicle from their internal staff in under 20 minutes to facilitate the sale to me, but refuses to show the same flexibility or accountability now that I am the customer. I have not been driving the vehicle for weeks, preserving its condition in good faith while trying to resolve the issue properly.Mazda USA has since escalated this issue to their regional field management team but ultimately stated they cannot override the dealership, leaving the resolution fully in Wayne Mazdas hands. At this point, Ive exhausted all internal channels and am left with a vehicle Ive been trying to return since the first week of ownership, with no meaningful support from the dealership.I am requesting that Wayne Mazda either unwind the lease or propose a resolution, especially given their prior ability to unwind this very same vehicle under internal circumstances.

  Business Response

  Date: 05/02/2025

  Good morning Mr. ********************** you for reaching out and for continuing the conversation with our General Sales Manager, ***** ******. I want to take a moment to acknowledge your concerns and provide some clarity regarding your recent purchase.
  While we understand that you may be experiencing some regret after the transaction, please note that once a lease agreement is signed, it becomes a binding contract and we are not able to reverse or return the vehicle under standard policy. 
  Prior to finalizing your decision, the vehicle's mileage was fully disclosed, and you had the opportunity to inspect and test drive it. In recognition of the mileage, we also extended a substantial discount beyond our typical pricing range a gesture intended to provide added value and transparency.

  Thank you,

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

  
  

  Customer Answer

  Date: 05/02/2025

  
  Complaint: 23269445
  
  I am rejecting this response because:
  
  Thank you for the reply. Unfortunately, it mischaracterizes the situation and omits several critical facts:

  I attempted to unwind the lease within the first week of taking delivery. This was not a case of regret after the transaction, but rather an immediate effort to find a solution due to a physical issue I did not experience in a standard test drive (driver legroom discomfort leading to leg pain on longer drives).

  Mazda ****************** and Mazda USA have both confirmed that unwinding a lease is in fact possible through several methods including the dealership buying out the vehicle and reselling it. In this scenario, the binding lease agreement becomes irrelevant, as the vehicle would no longer be in my possession. Wayne Mazdas staff either misrepresented this or declined to explore these options altogether.

  While the vehicle had over 200 miles, it was still sold and contracted as new despite being driven by a manager, as later acknowledged. This should have properly qualified the vehicle as a demo or used car. The so-called discount was presented as a promotional offer, not in recognition of the mileage or altered vehicle status.

  After initiating contact with Wayne Mazda management, my final message went unanswered, despite following up multiple times. This lack of transparency and refusal to explore alternatives especially when options exist reflects poorly on the dealership's customer service standards.
  In short, I have done everything in good faith to resolve this issue amicably and early. I am not asking for a canceled contract, but rather for the dealership to work with me on any viable alternative (such as a buyout and resale), which is standard industry practice in cases like this. I am still open to resolution if the dealership is willing to re-engage constructively.

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

  Business Response

  Date: 05/02/2025

  Good afternoon,

  Mazda ****************** and Mazda USA does not have the authority to give you that information about unwinding deals. In the state of ********** there is no law that you can return your vehicle after signing and taking home your delivery. In the 6 days you owned your vehicle, your contract is finalized by the bank and DMV work is being processed.

  We apologize that returning a vehicle after purchase is not an offered option.

  You can have the vehicle appraised and you can cover the difference of the payoff amount from the actual value if you would like.  Typically the first years depreciation is the largest amount.  

  thank you,

  Customer Answer

  Date: 05/02/2025

  
  Complaint: 23269445
  
  I am rejecting this response because:
  

  Thank you for the response. To be clear, I understand that New Jersey law does not require a dealership to unwind a vehicle lease or accept a return after delivery. However, this was never about a legal obligation its about the dealerships unwillingness to even explore standard industry practices that could resolve this matter amicably.

  Mazda ****************** (MFS) and Mazda USA Customer Experience have both confirmed that unwinding a lease is possible through several dealership-initiated methods, such as the dealer buying out the vehicle and reselling it (In **). In fact, a representative from *** even asked me why the dealership wouldnt work with me to unwind the lease in one form or another, especially considering the vehicle is still in like-new condition with under 500 miles.

  Its clear that MFS and Mazda USA's standards and expectations of customer support are not aligned with the approach taken by Wayne Mazda. I reached out to the dealership within the first week of taking delivery, only to be told that an unwind was impossible which is factually untrue. My subsequent follow-up emails were ignored entirely.

  I fully understand that depreciation occurs and that my lease contract is legally binding. What I do not understand and what this complaint is about is the dealerships complete lack of willingness to engage in a solution. No alternatives were offered, no attempt to creatively support a new customer, and no meaningful dialogue from upper management.

  I hope this record reflects my experience accurately, as I will be sharing it through other public consumer platforms so that future buyers are aware of how post-sale concerns are handled here.
  
  Regards,
  ****** *********

  Business Response

  Date: 05/02/2025

  We kindly refer you back to our previous responses regarding this matter. While we sincerely apologize that were unable to accommodate your request to return or exchange the vehicle, please know that Wayne Mazda has made every effort to ensure a transparent and positive experience throughout your purchase process.

  Thank you,

• Initial Complaint

  Date:03/17/2025

  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.

  I financed a Mazda CX-5 in July of 2024. I used my own plates but was charged for new plates. I was told i would get a refund of about $150.00 for the over charge but have yet to receive one. I have been given the run around by the staff about the refund and am now filing a complaint.

  Business Response

  Date: 03/20/2025

  Good afternoon Mr. ********************* you for taking your time to talk to me.  As discussed over the phone, $223.50 will be mailed to you.  I hope that this resolves your issue and we can close out the BBB complaint. Thank you again for your understanding.

   

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

  General Manager

  Wayne Mazda

• Initial Complaint

  Date:03/01/2025

  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.

  The dealer made a mistake with the trade in when I went to trade in my lease. They wanted me to pay the remaining amount on the car I was trading in ******* Pathfinder) and did not let me know of this until after leasing their new vehicle. I have never had to do this with any other dealership I have leased from. Once I sorted that out with them, they told me they would pay the remaining amount to the ********** to ****** directly, but they have not made any payments as of yet. This whole process started on Dec 6 2024. I have also not received the plates and registration on my new car from Mazda. It has been almost three months. They also made the mistake of putting it under my wifes name, when the entire thing is under my name. I have never had such service at any car dealership Ive dealt with.

  Business Response

  Date: 03/06/2025

  Good morning ***** Garandouka, 

  My name is ******* *****, the new General Manager for Wayne Mazda.  I would like to start by apologizing for your negative experience with our store.  I would like to assure you that I am looking into this issue and will be reaching out to you shortly. I would like the opportunity to get this issue resolved and corrected.

   

  Thank you

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

  General Manager

  Wayne Mazda

  Business Response

  Date: 03/10/2025

  My name is ******* *****, the General Manager for Wayne Mazda.  I was able to work everything out with our mutual Client ***** Gerandouka.  Can you please update his complaint after confirming with the customer.

   

  Result:

  Trade-in has been paid off

  DMV is being corrected to show Ramez Garandouka as the registered driver.

   

  After speaking with him this afternoon and addressing all of his concerns, he was satisfied with the actions taken to address his concerns.

   

  Please let me know if there is anything else you need from us.

   

• Initial Complaint

  Date:01/31/2025

  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.

  I leased a 2025 Mazda plug-in hybrid in December 2024, expecting a reliable vehicle and proper customer support. Unfortunately, just 20 days later, the car stopped working due to a charging issue. (electrical malfunction)I took the vehicle to the dealership for repairs and requested a loaner car, but they had none available and refused to reimburse me for a rental. It has now been over a week, and my car is still not fixed.I have also contacted Mazda HQ three times, and each time, I was assured that someone would follow up regarding a rental car reimbursementbut no one ever did. Their lack of communication and unwillingness to take responsibility for their faulty vehicle is completely unacceptable.I need a loaner car or reimbursement for a rental immediately. Additionally, I request a refund for my lease payments for the period starting from 01/24/2025 (the date that the car stopped working) until Mazda provides me with a loaner vehicle.Vehicle lease date: 12/27/2024 Car stopped working and has been at the service since 1/24/2025 Payments: $5,000 down + $415 monthly (32 months)Vehicle Year and Model: 2025 cx90 phev (Plug-in hybrid)VIN: *****************

  Business Response

  Date: 02/04/2025

  **** ******,

  We apologize for the inconvenience caused to you. We apologize for the loaner vehicle availability, a loaner vehicle will be provided to you. We are in communication with Mazda in regards to repair of vehicle.

  Regards

  ***** *****

  Customer Answer

  Date: 02/10/2025

  
  Complaint: 22882133
  
  I am rejecting this response because:
  
  Thank you for your response. I appreciate your acknowledgment of the situation. However, I would like to reiterate my request for a refund of the lease payments made during the two-week period while the loaner vehicle was not available. I hope this can be addressed promptly. Thank you for your attention to this matter.
  
  Regards,
  
  **** ******

  Business Response

  Date: 02/25/2025

  I reached out to ********************* yesterday and was able to come to a mutual resolution on this matter.

   

  Can you please assist in updating our profile to reflect that this complaint has been resolved?

  Customer Answer

  Date: 03/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:01/13/2025

  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.

  I financed my car on October 8. Ive been having to reach out to over 20 different people and speak to three different managers and I still have not been able to get a resolution on my permanent license plate. Ive been in touch with one of the managers named ***** ****** , Who has promised me that he would have it updated and delivered to me momentarily and that was over two weeks ago. It will soon be four months since I have not had my permanent license plate Ive been having to drive with a temporary plate since October 8. Wayne Mazda has not been helpful in coming up with a resolution for this issue The standard time for a permanent license plate is at most two months. It will almost be four months by the time this month ends

  Business Response

  Date: 02/04/2025

  Please be advised the plates were delivered to the customer on January 24, 2025.

• Initial Complaint

  Date:11/23/2024

  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.

  I have brought my 2020 Hyundai ****** to Wayne Mazda/Hyundai service center 5 times in the last 6 months. Each time they assure me the mechanical/software issues are resolved yet within a month, my check engine light goes back on and Im back at the service center. To summarize, I previously was told my catalytic converter was changed, and when my check engine light came BACK on, I brought my car to a private mechanic who told me they never changed it. So I returned to the service center where they replaced it again. One month later, while driving on the parkway, my car loses power, wont accelerate, and I have 2 small children in the car. Im at a point where I dont feel safe behind the wheel of a car they fixed as it appears I have more problems every time I bring it in. The manager ******, is very condescending and unaccommodating. We have one car and 2 kids and upon insisting we leave the car here for MORE repairs, couldnt provide a courtesy vehicle and did not seem to care at all that he was leaving us stranded, due to a lack of their abilities to accurately fix the issue the first, second, third or FOURTH time we were here. I have documentation and receipts from every visit, this is a short summary of these experiences.

  Business Response

  Date: 12/04/2024

  Greetings,

  Vehicle has been repaired and delivered back to customer 

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  They sold me a defective vehicle with defective brakes .. I took the car back on 10/29 and they replaced the brakes but not the rotors. Few weeks later the car started shaking really bad and I called back. They told me to come back and they will give me a loaner. Never mentioned to me that they needed 500 dollars for me to get a loaner. I drove 2 hours and when I got there the manager ******** refused to give a me a loaner because I didnt have 500 dollars. I asked to speak to someone higher up and they told me no . he refused to give me that information. I was never told I needed 500 dollars and they just assumed I had it which I felt I was being discriminated. They sent me home with a defective vehicle with bad brakes and refused to help me.

  Business Response

  Date: 11/23/2024

  
  We take customer satisfaction seriously and strive to provide the best possible service at our dealership. Upon receiving the customer's concerns, we promptly assessed the situation and offered our assistance to resolve the issues with their vehicle.
  
  
  As part of our customer support protocol, we provide loaner vehicles when repairs are necessary. In this instance, a loaner vehicle was offered to ensure they had reliable transportation while their vehicle was being serviced. However, as per our dealership policy, a $500 security deposit is required for the loaner vehicle to cover any potential damages or liabilities.
  
  
  Unfortunately, ******** ***** expressed unwillingness to provide the security deposit,which is a standard procedure for all our loaner vehicles. We understand that this may have caused some inconvenience, but it is our responsibility to protect our assets while also offering support to our customers.
  

  Customer Answer

  Date: 11/23/2024

  
  Complaint: 22589404
  
  I am rejecting this response because:

  I did not express unwillingness I clearly told them I did not have the 500 dollars.unwillingness is way different than not having the money . The manager even told me to get the money from someone else .I also was denied the  general manager information. I was treated very unfairly because I was never giving the information about the 500 dollars before they made me drive 2 hours. I was very clear to the company about me not having the money and living so far from the dealership. The manager walked away from me and refused to fix my car. The next day I called a different Mazda dealership which will fix my car and will give me a loaner with no 500 dollars requirement. The excuse about needed 500 dollars to protect their assets is also a lied because the other dealership confirmed no money is required for a loaner. Overall they sold me a defective vehicle and they did a poor job on the brakes and did not take the accountability of the huge issue they created themselves. It is a fact that they lied to me and did not care about my life by sending me back in the road with defective brakes and giving me false information. Therefore I felt discriminated against.
  
  
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:10/19/2024

  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.

  Purchased a new car (Hyundai) from Wayne Auto Mall on 8/31/23 .Closing the deal was done in an electronic format which we were not familiar with.We were given a "drive"which we were told had all the details.Upon review (with help) We learned we paid $399 for " VTP Royal Guard insurance."I don't know what that is and have very good insurance so whatever it is ,I wouldn't have knowingly bought it.Regrettably and naively ,I apparently signed it electronically among a lot of other documents.On October 7,2023,I wrote to the dealership and complained.They did not reply so I wrote again via their website to a Mr * ***** who was identified as a sales supervisor, again no reply.I think the failure to reply says a great deal.The marketing of this "VTP" product whatever it is , seems less than forthright. it raises a question as to whether anyone, especially a senior citizen -my wife and I are both over 75 -should have an attorney with them when buying a car.

  Business Response

  Date: 10/28/2024

  Greetings,

  Dealership has made several attempts to contact customer 

• Initial Complaint

  Date:10/09/2024

  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.

  I purchased a Mazda vehicle that is defective and want a refund or new vehicle and am receiving minimal assistance. It's a 2023 Mazda CX-50 2.5 S W/Premium Plus Package AWD VIN#7MMVABEM6PN13629, which I purchased on 7/5/23. I have experienced the following issues which many are listed on the Mazda application under the SAFETY AND SECURITY section: 1/30/24 - I-ACTIVSENSE system malfunction, 1/31/24 - I-ACTIVSENSE system malfunction, 4/28/24 - AWD *************** malfunctions, 5/1/24 - I-ACTIVSENSE system malfunction, 6/21/24 - AWD *************** malfunctions, 9/19/24 - AWD system, In-Vehicle Communication **************** malfunctions, 9/24/24 - Brake Light malfunction, 9/25/24 - Brake Light Malfunction, 10/3/24 - Engine, AWD system (Front Wheel Drive Only message), & In-Vehicle Communication Network malfunctions, and 10/5/24 - Engine **************** listed are repair attempts and dates of service which your corporation has record of: FIRST REPAIR ATTEMPT: R.O. Date 5/1/24 - Invoice Date 5/1/24 Car brought in to WAYNE MAZDA service center for malfunctions listed above. SECOND REPAIR ATTEMPT: R.O. Date 6/25/24 - Invoice Date 7/24/24 Car again brought in to WAYNE MAZDA service center for same malfunctions listed above in addition to burning smell, minimal transmission pick-up, and shut down of vehicle without self prompting. This time my car was serviced for approximately 1 month THIRD REPAIR ATTEMPT: R.O Date 9/21/24 - 9/28/24 Car again for the 3rd time brought to same WAYNE MAZDA service center for same malfunctions listed above. Within less than a week upon return receipt, FOURTH REPAIR ATTEMPT Car again brought in to WAYNE MAZDA on 10/5/24 for same malfunctions listed above.Despite multiple attempts to resolve these issues, the vehicle remains defective, unsafe and has not met the quality, safety or performance standards expected.

  Business Response

  Date: 10/10/2024

  Greetings

  Dealership has spoken with customer

  Dealership has contacted Mazda Corp., awaiting instructions 

  Customer has also contacted Mazda Corp 

  Dealership will stay in close communication with customer on next steps