Complaints

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:06/19/2025

  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.

  2019 Chevrolet Blazer RS purchased online on 5/28/2025 with 30,858 miles via cashiers check delivered to dealership on 5/28/2025. I am in *********, so there were discussions about vehicle condition and issues since I was unable to inspect in person. I was assured multiple times that the vehicle had gone through a thorough inspection by their service department. Dealership delivered vehicle on Friday, 5/30/2025. Upon receipt, the AC did not work. Took to a local shop on 5/30/2025, they found it had no freon, & they filled w/freon and dye to check for leaks. Dealer agreed to pay $294.65 for freon. One week later, the AC stopped working again on 6/9/2025. I took it to the shop on 6/10/2025, where they found a leak where the dye had escaped. They also found multiple issues including the AC discharge hose is damaged and leaking, liquid suction line damaged, condenser damaged due to transmission cooler pushed into condenser, transmission cooler has two heavily damaged areas and had been bent back to not be against the AC condenser, transmission has high chance of developing a leak, a broken motor mount, oil cooler damaged, air intake damaged, fan shroud screwed into the radiator with self-tapping screws, starter appears to be going out. Dealer-supplied CarFax showed previous accident history, but none of these significant issues were disclosed, in spite of assurances from the dealership that the vehicle had gone through a thorough inspection by their service department. So far, I have spent $1,188.51 on the car even though I have owned it for just a few weeks. I have yet to receive a check from the dealership for $294.65 as was promised. The dealership refuses to engage in good-faith discussions on resolution and has instead stated they will not assist on repair or return of the vehicle. Complaints have also been filed with the **** and ********* Attorney General’s under Consumer Protection Sales Act and the failure to disclose the significant issues.

  Business Response

  Date: 06/30/2025

  June 30, 2025  

  Here is our response to the complaint.  Dealership and Customer have come to an agreement that the deal will be as follows:  Customer will send back title to the dealership and the dealership will arrange for transporting the vehicle back to **** and once the dealership receives title and vehicle a refund will be issued to customer. 

   

   

  Customer Answer

  Date: 07/06/2025

  We have agreed on the resolution as they detailed.  Title has been returned and vehicle has been picked up.  I am awaiting on refund check, and I would like to keep the complaint open until I receive the refund check.  Please advise.

• Initial Complaint

  Date:06/14/2025

  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.

  This complaint is to formally express my dissatisfaction regarding a
  serious misrepresentation made by Mazda of Kent at the time of my purchase of a 2019
  Mercedes-Benz CLA 250 in June, 2022.
  
  At the time of purchase, the salesperson clearly stated that the $3,200 extended 'wrap' warranty I
  purchased (60 month/60K) would begin after the factory warranty
  expired (which had approximately 5 months or about 3 thousand miles remaining,) and
  that it would cover the vehicle for an additional 60,000 miles—i.e., up to approximately
  87,000 + total miles. This representation was a one of the 2 key factors in my decision to
  proceed with the sale and purchase the extended warranty presented.
  
  Furthermore, when asked if this same extended warranty would be accepted at certain
  dealerships in Ohio. This same salesperson equally stated that not only will it be good
  anywhere at any dealership in Ohio, but it would be acceptable at any Mercedez-Benz
  dealership in the country.
  
  I come to find out that neither of these statements were true!
  
  Falsehoods: The extended warranty sold by Mazda of Kent in fact
  started at the car’s zero odometer mile marker, meaning that the sold warranty expired at
  approximately 60 thousand miles, and not an additional 60 thousand miles. Also, this same warranty is not accepted at any Mercedes Benz in Ohio at all.
  
  I first contacted Mazda of Kent months ago to find a directory of acceptable warranty
  mechanic's; it was not provided. Subsequently, in March 2025 I got into communication
  with my original sales agent (****** *******). *** made it apparent to me that made
  apparent to me that Mazda of Kent has cut ties with the extended warranty company (NVP
  Direct) and he cannot mediate. However, henceforth on the phone and later over email,
  *** *******, reassured me that Mazda of Kent was trying to find a way to work this out,
  after sending him a mechanic's quote of the issues months ago. As of May 26th,2025
  nothing of any nature has been resolved or remedied.

  Business Response

  Date: 06/18/2025

  June 18, 2025 

  To Whom It May Concern:  This is our response to Complaint  ********.  I talked with the Administration Company NVP regarding the warranty.  The warranty was term 60 months term 60,000 miles.  That was the contract that was signed by Mr. ******** on June 24, 2022.  The vehicle had reached over miles as of March 19, 2025 when customer took his vehicle in Repair Department.  The mileage reported to NVP was 60,120 miles. 

  Therefore, business prudence dictates for all the above set forth reasons. Mazda of Kent respectfully decline to provide any of the remedies sought by Mr. ********. 

  Regards, 

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

  Customer Answer

  Date: 06/18/2025

  I am formally rejecting the response provided to my initial
  complaint as it fails to address the substantive issues I raised and does not
  reflect the gravity of the situation.

  
  As I have made abundantly clear in my previous
  communications — including my initial complaint, my ongoing correspondence with
  *** ******* (the sales agent), and my letter to the dealership manager — the
  issue at hand is not with the terms of the NVP warranty itself. The core of my
  complaint lies in the blatant misrepresentation of the warranty details during
  the sales process, which was both misleading and factually incorrect.

  
  To reiterate, the two key misstatements made by Mazda of
  Kent agents were as follows:

  
  1. Incorrect Warranty Start Date and Mileage Coverage: The sales agent explicitly assured me that the warranty would only be activated after the original manufacturer's warranty expired, and that it would provide an additional 60,000 miles of coverage, extending the warranty to over 80,000 miles. This statement was unequivocally false and has resulted in significant confusion and frustration.
  
  2. False Warranty Acceptance at Mercedes-Benz Dealerships: The agent assured me that the warranty would be accepted at any Mercedes-Benz dealership. This assertion has proven to be completely false, as the warranty is not accepted at any Mercedes-Benz dealership in Ohio, contradicting what was promised at the time of sale.

  
  Further, I have been in multiple communications with Mr.
  *******, where I was repeatedly assured that Mazda of Kent would find a
  solution or compromise to address these issues. Despite these repeated
  assurances, no resolution has been forthcoming, nor has any substantive action
  been taken.

  
  The failure of Mazda of Kent to take accountability for
  these clear misrepresentations, coupled with the lack of follow-through on your
  promises to resolve this matter, has left me no choice but to escalate my
  dissatisfaction. I expect immediate and decisive action to rectify this
  situation.

  
  This is no longer a matter of customer service; this is a
  matter of correcting the damage caused by the falsehoods provided during the
  sales process. I demand that Mazda of Kent take the necessary steps to resolve
  this issue to my satisfaction without further delay.

  
  I look forward to your immediate response.
  
  -********* ********

  
  

  Business Response

  Date: 06/30/2025

  June 30, 2025 

  Here is our response to the complaint.  As was stated Customer went out of miles.  Dealership has nothing to do with that issue.  This is an issue Customer needs to take up with the Warranty Administration Company.  ************************  

  Regards, 

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

   

  Customer Answer

  Date: 07/01/2025

   I am rejecting this response because: As stated in the last response and in every communication history between the business and myself. This business keeps avoiding the facts. The only thing Mazda of Kent has to refute this claim is that the warranty expired. 
  
  
  However, THE CLAIM WAS NOT ABOUT THE WARRANTY BEING EXPIRED. 

  The claim was about the FALSE pretenses of how the warranty, and not just the mileage, how the whole warranty was sold by Mazda of Kent.  
  
  Here are the facts again.
  
  1.
  Incorrect Warranty Start Date and Mileage Coverage: The sales agent
  explicitly assured me that the warranty would only be activated after
  the original manufacturer's warranty expired, and that it would provide
  an additional 60,000 miles of coverage, extending the warranty to over
  80,000 miles. This statement was unequivocally false and has resulted in
  significant confusion and frustration. 
  
  FIRST. IT IS NOT ABOUT THE EXPIRATION DATE. IT IS ABOUT THE START DATE THAT WAS FALSELY REPRESENTED BY Mazda Of Kent.
  
  2. False Warranty
  Acceptance at Mercedes-Benz Dealerships: The agent assured me that the
  warranty would be accepted at any Mercedes-Benz dealership. This
  assertion has proven to be completely false, as the warranty is not
  accepted at any Mercedes-Benz dealership in Ohio, contradicting what was
  promised at the time of sale.
  
  SECOND. Mazda Of KENT FALSELY ASSURED WARRANTY COVERAGE AT A MERCEDES BENZ DEALER. WHEN IN FACT NO SUCH COVERAGE -EVER- EXISTED.
  
  Those TWO FACTS are the ACTUAL CLAIMS, not the end term warranty expiration. This claim is about false pretension and misrepresentation of the warranty and everything surrounding and the manner of how it was presented and sold. 
  
  
  

• Initial Complaint

  Date:03/11/2025

  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 purchased a used car (not a Mazda) back in December 2024. The dealership was aware their was a right front sensor issue. I was told the part needed to be ordered and would be called when the part came in. In the meantime, I discover the rear right passenger door would not open from the inside (no child lock engaged).
  
  I called the dealership back to make them aware of this issue and was told they would put it on the "we owe" and they would fix it, when the sensor part came in.
  
  Fast forward to February, I make an appointment to have a complimentary oil change. As I was at the dealership, I walked over to parts and was told my sensor was in and has been sitting there for weeks! No one called me to get this fixed! As I was waiting for my 2 hour oil change (yes, that's how long it took) I booked another appointment to have the sensor fixed, as well as the rear right door. I came back 1 week later. I booked an appointment early, so I wouldn't be spending all day their. After waiting two hours, I called service only to be told the car still hasn't been fixed. I told the woman in service I don't have all day and I was coming to pick up my car. By the time I got there, the sensor was on and door was fixed, BUT they couldn't program the sensor. I was told by ******* that it MY choice on dealerships to take it to.
  
  They called one Cadillac dealership in *********, OH but couldn't get a return call. I called and gave another dealership to ******* in service and he proceeded to argue with me that they would make different arrangements with some random service person. I told him thats not what ******* and I discussed. I made an appointment with Classic Cadillac and called ****** back and told him to relay the message to ******* and to call Classic to arrange payment for the sensor, this was one week prior to appointment.
  
  Day of appointment, I call to confirm ******* had called Classic... NOPE. This dealership does not hold up to their word!

  Business Response

  Date: 03/31/2025

  [[BBB transcription via phone call]]

   

  The business has stated the matter has been resolved directly with the consumer. 

  Customer Answer

  Date: 03/31/2025

   I am rejecting this response because: it took countless calls to service, before I was able to speak to the outsourced mechanic (not a Mazda of Kent mechanic/employee) who was completing the work, before their was a resolution. Mazda could not fix my car, as they promised when I purchased the vehicle.  
  
  
  
  

  Customer Answer

  Date: 04/01/2025

  After arguing with Mazda of Kent ,particularly ******* and ****** in Service, since December 2024 when I purchased the car, the car was taken to an outsourced mechanic to be repaired. Mazda did NOT repair the car, but a third party made the repair. Mazda of Kent did not allow me to take my car to a Cadillac dealership (which I was initially told I could) to have the sensor repaired and programmed. 

  Mazda sold me a faulty car and knew about the issue, before I signed the papers to purchase. The story had changed countless times on this repair to the sensor. I was first told the mechanic at Mazda looked over the car and sensor will go off, but it never did. I called the dealership to inform them of the issue, the next day, after picking up the vehicle. I was told to bring it back, so they could get the right part and order the sensor, so I did. I had called twice to find out where the senor was. No one had any information pertaining to the sensor. I then took my car in for a complimentary oil change, when I walked over to parts to find out where the senor was and was told it had been sitting there for weeks. I proceeded to make an appointment to get the senor replaced. Upon bringing my car back yet a 3rd time, they allowed my car to sit in service without making the repair for 3 hours. I called to find out when the car would be ready and was told it hadn't gone into the mechanic yet. Mind you, when I made the appointment, I asked how long they would have the car, so I could make arrangements. I was told 2-3 hours maximum. What I didn't expect was to be told, after 3 hours of having my car, that it still was not fixed. When I went back to the dealership, I was now told the sensor is in, but they could not program it and I had 2 choices. Call a Cadillac dealership of my choice or they would contact a mechanic and have it sent over to the mechanic. 

   

  This is where things became very ugly and the communication changed every time I spoke with ****** or *******, which I already discussed in my initial complaint. 

   

  Bottom line, Mazda of Kent sold me a car, that should have been repaired before I purchased, but they didn't. Mazda could NOT make the repair, but a 3 party mechanic did after 3 months of getting the run around. I even tried contacting the General Manager of Mazda of Kent twice, but he never returned my phone calls. Mazda is claiming they made the repair, but they did not. A 3rd party mechanic fixed the senor unit. 

   

• Initial Complaint

  Date:11/13/2024

  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.

  On 11/10 I was going to work and stopped to get gas, when i couldn’t get the fuel door to open. I tried multiple times with turning the car on and back off, unlocking the car with the button on the door, and also pressing the button on the key fob itself. I only had about 30 miles to go until my gas tank was empty so i had to pry the fuel door open to be able to get to work (which is about 40 miles away). I am working midnight shifts so i was not able to call Mazda of Kent until Monday 11/11 morning where i left a voicemail. The call was never returned so i eventually called again on Monday to explain the situation. The gentleman on the phone was very short with me and was not able to get me in to see my car until Wednesday 11/13. I explained the situation and they said that they have been having this issue with the Mazda CX-50 (which is what i have) and also the CX-30. This is information that should have been provided to me when buying my car, but it was not disclosed in any way. I have been going this entire time while owning this car thinking that the fuel door was just harder to open, so if this had been discussed, i could have recognized that this is an issue and brought the car in sooner before i had to pry the door open myself. After explaining all of this to them, they also accused me of not unlocking my car and said that this was “user error” and they will not cover it under warranty, even though they know that this is an issue that they are having with their vehicles. At first they tried to get me to pay $280 out of pocket, and then after going back and forth explaining that this was not something that I caused, they are now giving me a one time “good will”, but I feel as though this is something that should be covered by my full coverage warranty, especially because this is a brand new vehicle and this is not an issue that should be occurring.

  Business Response

  Date: 11/14/2024

  Not sure what she is complaining about.  She has a locking gas door.  when she cam she complained that we never told her about the gas door locking.  My service director talk to customer and explained that warranty would not cover it as its outside influnce, so she let the customer know we would use goodwill to complete the work so she would not be charged.  She was not happy with this solution and not sure what she is looking for?

• Initial Complaint

  Date:09/24/2024

  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.

  Managing partner ****** ******** offers Family and friends discount. Posts it on Facebook does a deal for me with numbers. I Was approved and was going to put my deposit on the color I wanted bc it was 2025 and instead changed my mind to one they had on lot for same price. Same car. Go to do paperwork and says oh I got in trouble for offering friend and family pricing. I can no longer give you that deal. However *** the finance guy and ***** the sales guy knew this all day and all three were going to take my deposit on a Dealer trade and allow me to sign papers to only once car arrives tell me the price was no longer valid. I only found this out bc I changed my mind to one they had on the lot. How morally bankrupt of a business to operate this way. This deception runs deep at this dealership for all three ******( part owner), *** in Financing, and sales Rep ***** to let me sign papers on transfer knowing they wouldn’t honor price.

  Business Response

  Date: 09/24/2024

  they did not purchase on day it was offered and vehicle wasd sold offerred them a simalar car that was $500 more and complained.  We do not want to buisness witrh this customer fyi.

  Customer Answer

  Date: 09/24/2024

   I am rejecting this response because: it is not the truth. I was not offered another vehicle for 500 more. Zero ownership of the lying. Why would they take my deposit for a delay trad saying numbers would be the same, in the chat already provided, only to say mubers changed for car on lot that was exact same price. Address why you were offering relative pricing and stealing from Mazda. Mazda of North American operations and al the zone manager from Ohio and many others have all been notified 
  
  
  
  

  Customer Answer

  Date: 10/08/2024

  I did not put down a deposit. The business got in a lot of trouble from Mazda Corporate. I’ve been in direct contact with them. 

• Initial Complaint

  Date:09/03/2024

  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.

  Full details of claim can be found in the attached letter: Mazda of Kent. Please review this to get a full picture of the claim.
  
  In short, I brought in my Mazda due to a check engine light and paid $1445 in repairs. Upon leaving the lot, the light came back on and I was then told I needed a new engine for $4,200. This car has over 220,000 miles on it and I would have never paid for a new engine. I was willing to pay for the routine repairs (spark plugs, valve cover replacement, etc.) thinking it was in otherwise good shape.
  
  I them proceeded to contact the dealership multiple times, including a conversation with the General Manager, ****** *********. He assured me that he was looking into it and would contact me with a few options for resolution. He never contacted me, prompting me to send several email follow-ups and engage a lawyer to send a demand letter. ****** ********* or Mazda never responded at all. All of this correspondence is attached.
  
  I also tried calling Mazda *** to file a complaint, but was advised that each Mazda dealership is separately owned and they had no ability to govern or refund.
  
  All I am asking for is a full refund for the unnecessary work and service charges I was assessed for a car that needed a new engine.

  Business Response

  Date: 10/07/2024

  [[BBB transcription via phone call]]

   

  Business performed services for the consumer. Upon leaving the light came back on. The business determined a new engine was needed and offered to put money paid towards service/new engine. Consumer declined. The business had no way of knowing a new engine was needed until after the service. 

  Customer Answer

  Date: 10/08/2024

   I am rejecting this response because:  this is not a reasonable resolution.  I spoke to the General Manager after paying for all repairs and he assured me that he would speak to the foreman and call me back with options.  He said that my additional $200 diagnostic fee should be refunded at minimum, which it was not.  I then proceeded to reach out to the General Manager multiple times to resolve this and received no response.  The bottom line is that Mazda charged me over $1,400 for engine repairs and then subsequently told me I needed a new engine.  The engine mileage and correspondence documents the conversations along the way.   Ultimately, the repair charges were unnecessary and I wouldn't have made them for an older vehicle.  Mazda owes me a refund of some capacity, including the additional diagnostic fee.  
  
  
  
  

• Initial Complaint

  Date:07/18/2024

  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.

  My vehicle was taken to the dealership to be fixed in February everything was approved by the warranty company and I have already given them 800.00, to this day the vehicle is still at the dealership, they never phone to say how things are going, I'm afraid if I push , they'll just throw everything back together and make the vehicle worse, I feel since it's been so long that they should buy the vehicle back and resale

  Business Response

  Date: 08/05/2024

  vehicle is done and being returned to customer.  We had vsc issues and parts delyed that caused thius ve4hicle to take this long.  Vehicle is fixed and back in cyustomers hands.

  Customer Answer

  Date: 08/06/2024

   I am rejecting this response because:
  
  
  I have been told by different dealership that this is  unexceptable,  I feel that after the complaint and contacting attorneys that, the vehicle was rushed to be fixed, and at this time I do not have the vehicle 

  Business Response

  Date: 09/05/2024

  the vehicle has been fixed and customer refuses to pickup vehicle at this time we are not going to offer any additional help on this vehicle thank you for your time

• Initial Complaint

  Date:01/11/2024

  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.

  On 12/31/2023 I was looking at the Mazda of Kent website that a friend sent me of a 2018 Dodge 3500 Tradesman truck that they had in their used inventory. I looked at the Carfax they had and pictures of it. I really liked it and on 1/1/2024 my family went to the car lot to just look at it so my wife could see it. She liked it and she said check it out tomorrow when they are open. On 1/2/2024 I went to Mazda of Kent and talked to **** the sales guy there. We went for a test drive with the truck. When I pulled out of the lot the ABS light came on and said service the ABS system. It was on for about 1-2 seconds and went off. When I saw that I mentioned that to **** and said the ABS light came on and went off. He did not respond to that. The light never came on again during the test drive. We went back to the dealership, and we agreed on a price. I did all the paperwork and paid for the truck. I went home in my car so that evening my wife could take me back to pick up the truck. When we picked the truck up around 8:00 pm on 1/2 the ABS light came on and stayed on the entire way home and the next day I took the truck to work, and it stayed on then. On 1/3 I called the dealership to ask about the light and see if this were something that they would fix since it came on during the test drive and as soon as I drove it off the lot. I had to call numerous times to actually talk to someone. I kept getting the response that I will have so and so call you back. Never got a call back. On the Carfax they said that they checked the ABS system. If they checked it then there was something wrong with it. They never told me that there was anything wrong. I figured from Carfax it was good to go and there were no issues. To me that they were trying to off load this vehicle with this issue on to someone else. I took it back to them on 1/9 to look at and they said that it is the ABS module is bad. Almost $900 to repair.

  Business Response

  Date: 04/02/2024

  the part needed is back ordered and waiting for it to come in we are fixing the issues

• Initial Complaint

  Date:11/10/2023

  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.

  - Purchase date on 10/09/23 - Formal Complaint - Delivery Experience and Unresponsive Repair Request - Repair a scrapes/scratches on a passenger side window - Although agreed upon in write in and witnessed by Sales associate ***************************, no one attempted call to schedule repair

  Business Response

  Date: 12/11/2023

  [BBB transcription via phone call]

   

  The matter was resolved to the consumers satisfaction. 

• Initial Complaint

  Date:04/18/2023

  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 had bought a 2016 Buick regal from the dealership back in June of last year and the vehicle is great. but the warranty is nothing but a headache. They did not tell me about the fact the warranty can not be canceled unless i total the vehicle, and or default on the loan, which is ridiculous. and the warranty company informed me that they are supposed to tell me this which they did not. now I'm stuck with this warranty that did not cover what the dealership told me would cover and i want prorated for the remaining balance i paid for the warranty simply because its useless. and the Mazda of Kent needs to own up to there mistakes instead of ignoring all my voicemails that I've left the past few weeks with no return call i just want prorated other then that, everything was great

  Business Response

  Date: 05/01/2023

  we do explain that the *** isnot cancelable and it it clearly written on the contract what is coverd and what is not covered.  We would be happy to talk to the customer about the repair that was not covered.  Please contact ****** at ************