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Complaint Details
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Initial Complaint
08/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I PURCHASED A *** ON JUNE 12TH 2021, IT HAD A MISSING FRONT RIGHT MIRROR COVER THAT WAS TOLD TO ME AND IN THE CONTRACT NELSON MAZDA WOULD SEND ME A NEW ONE. I TOLD THEM TO ONLY MAIL IT AND MY ***** TO MY ** BOX AND NOT PHYSICAL ADDRESS BEFORE I BOUGHT THE *** AND IT WAS VERIFIED SEVERAL TIMES SINCE. THEY SUP**SEDLY SENT IT NEARLY 2 MONTHS LATER TO THE PHYSICIAL ADDRESS WHICH I DO NOT GET MAIL THERE OF ANY KIND. I DONT ALWAYS LIVE THERE AND I HAVE NO IDEA WHO IS THERE WHEN I AM NOT. THEY MAILED THE ***** TO THE ** BOX BUT NO MIRROR OR REFUND. I HAD PURCHASED AN EXTENDED WARRANTY BUT THEN CANCELLED IT LITERALLY 2 DAYS LATER AND IN THE CONTRACT IT STATES I AM EN***** TO A FULL REFUND OF THE DE**SIT OF $295. NOW 2 MONTHS LATER I DO NOT HAVE THAT EITHER. I PURCHASED THE *** CASH, I CALLED EASY ***E AND SUPREME THEY BOTH TOLD ME THE DEALER SHOULD HAVE REFUNDED THAT MONEY TO ME IN LESS THAN A WEEK! IM GETTING THE RUN AROUND AND WAS TOLD TO NOT CONTACT THEM AGAIN! ITS ALWAYS AN EXCUSE!
Business response
08/31/2021
********************* flew from ******* to purchase a new car with hail damage as-is. We intended to fix the broken mirror cap on the front right, but the part was on back-order so we were going to mail it. Two days after purchasing her vehicle, on 6/14, she reached out to cancel her extended warranty. We canceled the contract same-day. There is a turn-around time of up to approximately six weeks which we did disclose to the customer. Her title was ready before we received the mirror cap and her warranty refund check, so we sent it to her P.O. box. Once we received the final items, we accidentally sent it to her residential address. She reached out to us on 7/26 to let us know that she still had not received the package despite tracking info stating that it had been delivered. We filed a complaint with *** about this that has yet to be addressed. We sent yet another mirror cap and check via *** on 7/28. They delivered it to the post office who turned it away. We reached out and were told that they were going to deliver it to some random address that we had never heard of. We requested for the package to be sent back to us instead, and expected it to be delivered to the dealership on 8/15. The package never arrived. Tracking info revealed that it was delivered to the unknown address on 8/15. On 8/18 we sent another package via ***** We never heard from ********************* afterward, but assume she received the package because the check was cashed on 8/25. After sending her the **** tracking information, we asked the customer not to contact us as she had verbally abused multiple employees over the phone. She claims lack of communication, but we were extremely communicative with the customer and tried to make the situation right. She spoke to the sales, service, business processing, and accounting departments and everyone is very familiar with her and her situation. We are only able to attach four files, but will happily provide more documentation in the form of texts and emails.
Customer response
08/31/2021
Complaint:15775616
I am rejecting this response because: I have not verbally abused anybody everything has been an email form which I have attached. I called twice and was told I would be called back and never was so now theyre lying. Which is also deformation and deception. I sent proof they have deliberately delayed this. And for me to ask for it to be sent irregardless of somebody having Covid or not is not abuse. I got the package the other day after months. Since they want to lie about me I will be filing a lawsuit based off of this for deformation deception and lying about me.
Sincerely,
*********************************Business response
09/08/2021
We have responded to this complaint via email due to the inability to attach more than four files. We have provided a screenshot of the email sent to ***************************.
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