ComplaintsforMazda of Wooster

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Februrary of 2023 my husband and I purchased a car from Mazda of Wooster OH. We bought a 2013 **** Explorer for 13,999$. Less than 2 months later on April 5th, 2023 while driving down the road my car began to shake very bad. I took it to two places, both of which suggested I take the car to Mazda as the problem was severe and shouldn't be happening with a newly purchased vehicle. I scheduled my appointment with a very rude service lady and took my car in April 10th. I expressed how stressful this was for me due to having a new job where the gentleman in charge of the service center laughed in my face. I later received a call stating it would cost me 775$ to fix the car I Just purchased a little over a month ago. He claimed my warranty would NOT cover this issue. I chose to take it to another trusted dealer, ************* where they inspected my car April 19th and informed me of the issue and were able to fix it, COVERED UNDER WARRANTY. The warranty company then informed me that Mazda had already put a request in for the parts that they claimed were not covered. They attempted to fix my car for free and still charge me 775$ and laughed at me while they did it.

  

  Business response

  04/27/2023

  To whom it *** concern,

  This customer called into the service department to discuss the issue with the vehicle and her description to the service department was and I Quote "The car is ******, ******, ******, ***** gonna do bout it!" at that point my service manager did laugh for a moment but agreed to do a diagnostic on the car at no charge, we then called the ***** the service contract company they did tell the service manager that ******** in question was not covered under the powertrain  service contract. She then declined the repaired and proceeded to call the service manager an a** hole and ******** and walked on the lot and proceeded to and I quote once again and apologize for the language, call *** service manager a mother f***** As the Operator of the business, I feel this customer should take her business elsewhere along with her profanity. Not a single one of my employees should and will be subject to a abusive consumer.

  Customer response

  04/28/2023

   I am rejecting this response because:
  The claim made by Mazda is completely false and defamation of my character. I would like them to provide video and phone proof. Furthermore, the warranty company did cover ******** in question 100%. 
  
  

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This interaction happened on March 2, 2023 I went to look at a new 2023 Mazda 3 hatchback The salesman I worked with was *********************** He asked me for information to put in the system, work history, living history, etc. I sat there for about 20 minutes, I signed a payoff sheet and that was all. ****************, told me he would be back with me a few moments later after estimating payments with his sales manager. I was brought a 4 square sheet of paper with no interest rates, no for sure payment amount, only estimates and confusing information. This is not normal to see when thinking of purchasing a vehicle. I declined the numbers, and left the store. Following day I got an alert that my credit was pulled, I did not sign a credit application nor a disclosure for credit to be pulled. I made *************** aware and he proceeded to leave me a voicemail stating he felt I knew what we were doing. I still have this voicemail saved. Nobody should ever assume, when dealing with credit! My credit was pulled for approximate numbers to be given, with no signature to proceed. I asked for a copy of what I had signed, they informed me their scanners are down. They have yet to respond to me in over a week of requesting information.

  

  Business response

  04/21/2023

  The consumer completed a credit statement giving her credit information.  She also signed a payoff authorization so the business could get her financial information.  The business does not feel that the consumer was misled in any way and considers the matter closed.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from madza of Wooster on jun 2 2022. Jun 4 the car broke down.i took car back to them they after a few weeks said the head was broken ..took 3.5 months to repair ..I picked up car and drove it for 8 days and it broke down again oil spewing from engine ...I towed car back to them at my expense..they looked at car for 2 days and said nothing was wrong..I picked up car and started to drive home but I didn't make it.car broken down smoking from under hood and leaking oil..had car towed back to shop they said nothing wrong again ..I only made it 5 miles and car broke down again spewing oil and smoking car wouldn't drive ..had car towed home ...I called Mazda next day and they said have it towed here again and we will look at it..I called tow service .Mazda called me back few minutes later and told me to tow it to Chevy of Wooster..Chevy of Wooster informed me and Mazda that the engine work they did failed and engine is no longer good .it needs a whole new engine now...I talked to sales manager at madza and they want me to sign for a new loan on another car and tell my current finance company to pick up car..but if I do that I'll still be liable for what ever is left on loan ..and I told Mazda no I'm not doing that..it's been 2.5 weeks since I last spoke to them..they are not returning my calls..the car still has 1 yr parts and service warranty on the reciept but they don't wanna honor it now cause now there's more damage because their repair Job failed and made it worse..meanwhile it's almost 5 months now and I still don't have my vehicle that I'm still currently paying for ....

  

  Business response

  11/18/2022

  The Service Manager informed BBB that the warranty company, Winns Extended Warranty, is not honoring its full powetrain warranty.  The manufacturer of the vehicle advised full engine replacement.  The warranty company would only pay for replacement of the top-end.  The business argued with the warranty company and sent it documentation explaining why full replacement was required.  The warranty company refused.  The business replaced only the top-end and the engine, unsurprising, blew.  The warranty company is now blaming the business for not serving the vehicle properly and will not pay for any further repairs.  The matter is at a standstill and the consumer has been driving one of the business' loaner cars for an extended period of time.

  Winns Extended Warranty is not affiliated with Mazda of Wooster in any way.  The business advises the consumer to file a complaint against the warranty company.

  Customer response

  11/21/2022

   I am rejecting this response because:
  Chevy of Wooster says that the work Mazda did failed. And I have a receipt from Mazda of Wooster saying I have a 1 yr parts and warranty for work they did .and they don't wanna honor the work they did to the car and now cause it failed there's more stuff broken now .3rd party warranty company says Mazda is responsible for the work they paid them for...
  
  

• Initial Complaint

  04/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4-1-22 I went to Mazda of Wooster to discuss structural damage with a **** ****** ***** I purchased. Water pours into the rear area of the trunk. I made a video of this happening and presented it to Rick ******, the sales manager. Rick viewed the video and it was sent to his email. Rick told me that he was not authorized to make a decision about what Mazda could do to help me. He said Joe ********** would have to make the decision. He said he would speak to Joe. On 4-7-22 I called Rick. He said he had bad news and that Joe said they couldn’t help me. I told him I would like to speak to Joe myself. At 2:21 pm on 4-7-22 Joe ********** called me. I told Joe I had hoped that we could work together for a positive outcome for us both. Joe said the only positive solution for us both would be a $20,000 buy back of the Yaris and I would agree to be responsible for my expenses exceeding $20,000. I accepted his offer and Joe confirmed this with me. Joe said he had authorized Rick to extend this offer to me previously. I let him know that Rick had not told me that. He then confirmed with me that the **** ****** ***** was already in their possession at Mazda of Wooster; I told him that is correct. The Yaris has been there since 4-1-22. I asked Joe what are the next steps and he said Rick would let me know if he needed anything from me. On 4-8-22 I called Rick at 9:42am and told him I was calling to see if he needed anything from me to finalize the offer I had accepted from Joe on 4-7-22. Rick said my offer included buying another car. I corrected him and told him the offer was a $20,000 buy back of the Yaris and I am responsible for my expenses that exceed $20,000. He refused to accept this and insisted that I was wrong about the offer and what I agreed to. I tried to work through this with Rick on 4-8-22 but he refused to honor the deal or help me. He actually became angry, yelled at me, and made me leave the dealership.

  

  Business response

  05/09/2022

  [BBB Transcription via Phone]

  She dropped the car off here, she never came back to get it and refused to pick it up. She has called the dealership multiple times and it came to she wanted her money back. It was sold as is. What I said to her I would be more then happy to trade her out of the car. She came into the dealership she changed the tune of 20,000 buy back. We don't do buy backs. I wanted to help this women. She called Rick a liar and yelling he was gaslighting her. She was asked to leave the dealership. 

  Customer response

  05/11/2022

   I am rejecting this response because: It’s inaccurate. I never refused to pick up the car, no one asked me to pick it up. Ironically, I had picked up the car and one day later they had a service department lady call me to ask me to move the car. They didn’t know it was gone?
  I was never offered a trade into another vehicle. I was offered, by Joe, a $20,000 buy back and I would remain responsible for my expenses that exceed $20,000.

  I never yelled at Rick, he was yelling at me. He was aggressive, angry, and lost control of himself. I asked him repeatedly to stop gaslighting me because that’s exactly what he was doing as well as lying about many things.

  I’m so glad they acknowledged that I was calling them and they in return failed to return my calls! Great customer service skills guys!

  Overall, Mazda of Wooster is a horrible dealership. Their staff are unprofessional, greedy, disrespectful to customers, ignore requests for a return phone call, and do not value customers. It’s sad that they chose to tear me down, verbally assault me, ignore my calls, have staff screen my calls, play some kind of game with me between Joe and Rick, and burn bridges with a first time customer.

  I’ve bought 6 cars over the past 10 years and when it’s time again, I will NOT be going back to Mazda of Wooster. I’ve been sharing my negative experience with everyone and negative word of mouth spreads quickly in this small community. My adult son, a long time service department customer of theirs, says he will never do business with them again. They really leave a lot to be desired. They certainly do not deserve valuable customers or my respect.

  

  Business response

  05/14/2022

  Unfortunately,

  Mazda of Wooster will stand by its decision.

  Customer response

  05/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17048120, and find that this resolution is satisfactory to me.

   

  I never expected them to be reasonable or act responsibly. They have failed to do so since I first encountered the business. I have no future with Mazda of Wooster. I have no reason to remain interested in this shady business.

• Initial Complaint

  09/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My girlfriend and I purchased a 2012 *** used from this dealership April 28th, 2020. The car's sticker price was $16,970. The total sales price somehow ended up being about $10,000 more at $27,908.08. We were rushed through the sale and told they were closing shortly (4 hour drive for us one way outta state). Finance didn't explain how the gap insurance worked or the fact the cost was over $3,000 and $850 for what is stated as a "optional gap contract". We were told it's mandatory. I paid off my loan completely through Mazda ********* Services on 5/25/2021. We contacted the dealership with roughly 12 emails, and about 8 voicemails, and over 20 calls being led on for many months. I was ignored my first 8 emails and many voicemails and calls. Finally, we were informed the old finance guy was fired and our refund was never processed even though we were told it was. Dealer still refuses to write back, call back, or honor the gap refund even though we submitted all documents. Won't reply.

  

  Business response

  09/17/2021

  I received BBB complain, after the issue has been resolved. I saw the complain and by contacting the customer and explaining our downfall (due to one of our former employees) we are moving forward with his request.

  Gap & **************** Contract have been sent for cancellation and a refund check will be issued as soon as I receive confirmation from Third party company.

  You will receive another email with my correspondence with ************************* to support my statement.

*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. ↩