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Business Profile

Car Dealers

Mazda Direct

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/14/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Where to begin?!I bought from Mazda Direct in ********...because they had the jeep I've always wanted. I wanted it the second i saw it. I didn't haggle. I had to have it.. I put cash down for it...$5000.. I was willing to overlook the finance associate speaking ill of previous customers and cussing like a sailor. Also she took multiple smoke breaks during our time going over everything. I should've taken this as a sign. Taking possession of that day was not possible as it had to be put back together.. that's where the problems began... The day after I bought it...the check engine light came on... Oil pressure sensor turns out..a week later they had an available appointment to resolve. I said to the tech. I said hey... that's alot of brake dust for one week... He goes oh well ya know...front brakes take the brunt of it.. ya I know.. said no big deal. I said no...i can hear them sticking. I can feel them sticking Then I brought it back..missing lug nuts... Missing valve stem covers..fluid reservoirs were empty "oh gosh well fix this" when I was getting shown the car..the salesman said there was a backup camera..even turned the key to on when it was all tore up to show me .called me the day they were delivering...oh hey there's no backup camera. I saw it with my eyeballs, I remember saying yeah ***** with excitement in their service center. Then..lol.. all the paperwork is signed.. all filled out... Oh hey btw there's only one key.... ***?!?! I've never bought a vehicle used or otherwise... nor has anyone I've known bought a car from a dealership with only one key, let alone not being told until after the paperwork is signed. I brought these issues up the week I bought it some were handled most weren't. Then when the most serious problem presented itself...after bringing it up the new service manager.. I emailed again within 30 days and I got respond to hey we'll check it out the first week of January they checked it out and they said it's not my problem.

    Business Response

    Date: 01/17/2025

    We had the vehicle serviced and the dealership is offering to pay for half, so we have come to a resolution. 

    Customer Answer

    Date: 01/17/2025

     
    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

    Date:04/11/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 car was purchased around a year ago. Upon some issues I tried to trade in vehicle for which I had paid around 21,000 for. I was told that the vin was not matching the trim package of my vehicle. Upon further investigation it appears that it was titled washed upon transfer to Mazda direct. Upon calling the dealer and them reassuring that they would “take care of it”, it never was and I was being persuaded to trade it back to them for 17,000 and purchase a new car with them and obtain negative equity. I was advised by a legal consultant I would never be able to sell the vehicle because of the title issue. At this point I am in need of a new vehicle and I am unable to due so because of the title issues. At this time I am asking that my remaining loan be paid by Mazda direct and that I obtain a reimbursement for what I have paid towards a fraudulent loan/title/vehicle. At this time payoff for this vehicle is $16,655.76. I am at a loss for the level of unprofessionalism that I was treated with here, as well as, the harsh treatment and unwillingness to right this wrong. I was told, “there is nothing you can do about this, so go ahead a run to a lawyer, this will never stand up in court.” I am now asking for justice and guidance from your agency. Thank you for your time, I look forward to hearing from you.

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