ComplaintsforHiley Mazda

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have bought two cars from this dealership Hiley Volkswagen of Arlington I bought a 2015 Kia ******* with a trade-in 2012 Kia *** ($2500) plus money $3k-7k down and then have a 2016 Volkswagen Tiguan within a 6-month-1 year in between from each other. The first car they had said they didn't know what was wrong with it and they even sent it to another car dealership, they didn't know what was wrong with the car. I have told them several times I did want my current car or past car, but they kept giving me the runaround. So, I got pressured and blinded into buying my current car. The car also was priced at roughly $12,000 and now I owe around $12,500(example price). I have brought the car back serval times. Because it wasn't properly running the first time, they said nothing was wrong with the car, and the second time they said the motor and transmission had problems. The service manager said he was not going to fix it because it going to be like my last car. The manager said he needed a little bit of time and he see what he could do. A whole month passed and still nothing no call or anything it wasn't until I had to take the car back because the check engine light kept coming on. ****** (the manager) said he could help me, but I would need to put in more money down on a car for them to help me. The best they could do for me is ***** months they could top off my oil in the car oil.

  Business response

  04/02/2024

  The oil consumption problem was unknown until ****************** purchased the vehicle.  Once diagnosed we agreed to help her out by not charging her for the oil until she is in a place financially to trade in the vehicle so this issue she will not have to come out of pocket.

  Customer response

  04/02/2024

  Complaint: 21517891
  
  I am rejecting this response because:I have said many times that the car is unsafe for me to drive being a single mother of two with special needs and the constant Engine and transmission are both having problems and leaking. My 2016 Volkswagen Tiguan is the second vehicle I have purchased from Hiley Volkswagen of Arlington have been extremely understanding and patient with Hiley Volkswagen of Arlington with both vehicles and the first vehicle I didnt have for almost a whole year. It wasnt until I had to go up to the dealership because it had almost been month and a half since ****** and ******* had stopped commutating. The lack of commutation, respect, and the lack of customer service from the sales department team at Hiley Volkswagen is extremely disappointing and dissatisfying. It wasnt until the consent the check engine light came on that and sent a brief email to the general manager after having a conversation ****** had a conversation with the service manager (**************) to do the oil test and agreed to find me another vehicle to do the oil commutation test. Because knowing how the 2015 ************ SUV was and how it took almost a year, and the car still wasnt fixed. Feeling pressured into getting the 2016 Volkswagen Tiguan and having to have a higher price and payment and being taken advantage of. that I hadnt had but when I spoke to *************************** said there was nothing else, they could do and if I wanted another vehicle, I would have to put more money down plus my trade-in.
  Regards,
  
  Sstephanee *******

  Business response

  04/02/2024

  ****************** willingly purchased high mileage vehicles due to what fit in her budget.  We understand she has a family and needs transportation so we paid for a compression test to be done on the Tiguan and found out that it is consuming oil so that is when we offered to check her oil free of charge and top off her oil free of charge until she has the money to complete the repairs or trade in for a different vehicle.  When she traded the *** we did not ask for any money down to assist her in getting out of the vehicle so she could have transportation.   

  Customer response

  04/03/2024

  Complaint: 21517891
  
  I am rejecting this response because: of the simple fact that I have brought this car back serval times and both have got the run around for both vehicles. I brought both of those vehicles and brought them back within a couple of days/weeks of purchasing the vehicles. One mintue the vehicle does not have any service code but the next minute there are many service codes coming up !It has been many times I have said I do not want this vehicle and I would want my vehicle and money back. Hiley Volkswagen still refused to do anything about it and said can you give us a little more time. The simple fact is that both vehicles are lemon and I brought them back within days of purchasing the Tiguan but still refused to give my money back and vehicle. Forcing and pressuring me into getting the Tiguan because they knew I had a family and needed a vehicle. The *** was in the shop for a whole year when I brought the *** the car needed maintenance work and would only take a couple of days but ended up beginning a whole year! so it has been many times that I have verbally said I do not want this car! When asked about the documents they said oh it is just paperwork for the bank that needs to be signed and being rushed to sign everything. Having to keep putting more money down on vehicles that keep being lemon vehicles is absurd to me.
  Regards,
  
  Sstephanee *******

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a previously owned 2018 Mazda CX-9 from Hiley Volkswagen in Arlington ***** in February of 2023. ***************** (JP) ****** was the initial person I contacted. He made us feel like family, even calling us such, roped us in and convinced us this vehicle was ready to go, under the hood was great and there were no issues. We really questioned him about this vehicle and talked extensively, because we were coming from middle of ******** with two children.We also really needed a reliable family car. ** reassured us over and over how great the car was, and how it was such a great offer.We decided to come and felt totally rushed the entire time.We told ** when we would be arriving and when we got there, the car was still "getting detailed". We opened the trunk and found trash, kids toys and splatters of various colors allover inside of trunk, as well as the upholstery on the back seats worn completely off and completely torn. It was towards the end of the day, and then JP seemed to be mad because we had talked the manager. His energy completely changed and its almost like he wanted nothing to do with us after that. They lied about changing the key fabs battery, they rushed us off to sign paperwork, and six months later at the end of summer, I'm having issues with my check engine light coming on I had oil changed thru my local Mazda dealer and they said nothing was leaking.A month later, still have check engine, overheating engine warnings so I discontinued using my vehicle and started questioning manager at Hiley. He argued with us that its a used car, it was sold as is, and there was nothing they would do to help. After getting diagnostic,ended up needing CYLINDER HEAD ASSEMBLY, COOLANT FLUSH, BELT TENSIONER LEAKING, DRIVE BELT REPLACEMENT, WATER PUMP REPLACED, BRAKE FLUSH, TRANSMISSION FLUSH-Totaling over 9 grand. Turns out there is also TechServiceBulletin-TSB-01-****** which is a cast defect in the block molding.Treated sub-par, sold a lemonWouldneverrecommend.

  Business response

  01/18/2024

  *************************** purchased a 2018 CX9 on 01/05/23. When she purchased the Mazda it had ****** miles. This vehicle passed state inspection and had no mechanical issues at the time of sale. When the customer took delivery there were no complaints about any mechanical issues and vehicle was purchased "As Is" please see attachment. This customer did not purchase a warranty, and now is complaining that her Mazda is giving her mechanical issues 1 year after purchasing the vehicle.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a 37 year old father of one with a second child on the way in 2 weeks. I set out to purchase a car for my growing family and chose to purchase from a dealership based on the expectation that they would sell me a quality vehicle. I purchased a used car from Hiley Mazda of Arlington on June 16th, 2023. I specifically chose the car to fit my limited budget and needs of my growing family. Within the first 2 weeks, I noticed an issue of the car burning oil. I took the car back and the service department thought their oil delivery system must be malfunctioning because of the amount of oil the car had lost. They did an oil change but the low oil light came back on within a month. I took the car back and they performed a clean and reconditioning of the engine but that, again, did not fix the engine. The service department determined the car would require a $5,000-7,000 engine repair or replacement. I indicated I'd like to get my money back as they sold me a car that with a malfunctioning engine at the time of purchase. Though I purchased the car for $8,600 ($9,600 after TTR), the dealership has only offered $6,000 back to me and has refused to offer the full amount. I have been ignored, lied to and about, and been gaslit about the conversations I have had. I have gone through the used car sales manager and general sales manager with no resolution. I am a student who is expecting his second child in two weeks who purchased the car for my growing family only to be asked to accept a $2,500+ loss to get into something safe and reliable after trusting the Hiley Auto Group to sell me a proper functioning car. I am providing the documentation of the original purchase and the subsequent work done on the vehicle.

  Business response

  09/18/2023

  We offered to purchase the vehicle back at an above market value which is $6800.00 and sell them a new vehicle at a discounted price to help accommodate some of the loss.  We are waiting on a response from the customer on what they would like to do.  

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a preowned vehicle on June 9, 2023 from the above business and purchased an extended warranty for $2,406.80, which the finance employee told us we have 60 days to look over the policy and cancel without penalty. After reviewing the third party provider of warranty we decided to cancel. I called Hiley Mazda Volkswagon of Arlington and asked for finance employee that sold us the policy (He is with another customer can he call you back). No call returned, so called the finance manager at Hiley "****" the next day and She emailed us the form to cancel the warranty. We scanned the signed copy and emailed it back to her. The next day the finance employee that sold us the policy called and said he was tied up and just now had time to call us back. He informed me that since **** sent us the form that she is the only one that had access to it, so he could not verify if it had been sent to **************** Group. I waited until July 12th and contacted the Warranty Group and they said it was not cancelled and I would need to contact Hiley where I purchased the policy. July 14th I contacted **** again and she said on her end it showed to be cancelled but that it takes 6-8 weeks to process the refund. I have still not received my refund in the amount of $2,406.80. I think I may have been scammed. I am having trouble uploading documents so, Please see documents to support claim at. *********************************************************

  Business response

  08/14/2023

  The cancellation was processed as requested by **************, however the statements only come to us once a month.  The statement with ****************** refund was received Friday and accounting is processing checks today to be mailed out this week.  I have attached a screenshot of the cancellation showing the cancelled date of 6/13/23 and the check that is to be mailed out this week.  There were no deceptive practices performed, the cancellation refund process takes a minimum of 6-8 weeks, sometimes longer. 

   

  Customer response

  08/14/2023

  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; If I do receive the refund as noted in business response!
  
  Regards,
  
  ***********************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  .We had worked with *** who is now the ***** MANAGER before so I went back to him. I told him the deal I wanted to make and asked him to work the numbers up and call me back. WAITED several DAYS and never got a call back from anyone. I had to go up to the lot to get *** to give me the numbers.FIRST OFF they low balled the **** out of my trade. I went to another lot and got a similar appraisal which was THOUSANDS of dollars more. Both lots sell the cars at MSRP so markup/markdown games in comparison on pricing here. SO then I added money down and they get to a payment I can deal with, after another week and 30 more phone calls to the dealership. AGAIN not ONE return call from ANY messages I had left.SO I call in again and somehow get lucky and talk to *** ******** before the 4th of July. He tells me hes super busy and to come later in the afternoon. We come in at 3. They wait until all the other deals are complete before they even help us. We start on the paperwork which I had asked multiple times for *** to go ahead and start so we wouldn't have to be there all day. We get approved but we need a TIER override which is what we have had to do the last couple cars we purchased and *** told my wife and I there wouldn't be an issue with that but that we would have to wait until Monday the 3rd to get that done. BY now its after 7PM on ********. We have waited since 3PM remember.SO I call repeatedly all week long and leave several messages again. I left them for ***, the assistant sales manager, and the lot GENERAL MANAGER. NO RETURN CALLS AGAIN FROM ANYONE. I finally get lucky about 25 more calls in this week and get *** on Friday, almost a week after we started the paperwork and after many promises to call back with an update. He tells me the finance manager couldnt get the tier upgrade he had promised and that he would call and try to do it and call me back. AGAIN surprise surprise no call back from ***, or ANYONE AT ALL.

  Business response

  08/10/2023

  We worked on this deal for a few days over the phone and after they negotiated a deal with us they agreed to come in and fill out a credit application. They came on a day where we had every sales rep with clients and got to working on their approval as soon as we got through the people who had already been working when they arrived. Due to it being late on a Saturday, Mazda ********* Services remained pending but at a tier 4, so I told them that if the bank approves it I will have to work on getting a better tier. On Monday, Mazda ********* Services turned it down - I did inform **** of this and that if I was to get it approved somewhere else the payments would be higher than what we had originally agreed to due to what approvals would possibly look like so he said not to worry about it.
  
  We never promised an approval. I tried to work on it after the fact again to see if I could get MFS to change it to give us an approval but they stated that they would not extend financing to them even if they came up with a large down payment due to their debt to income ratio.

  Customer response

  08/11/2023

  Complaint: 20325491
  
  I am rejecting this response because:

  statements Made within are false and are manipulated to put the dealership in a positive light and do not reflect what acrually happened. A normal consumer would be smart enough to see through the fact that a car dealer would indeed lie to cover up mistakes and would never admit to any wrong doing as they are here. Further this reply also does not address the poor service and flippant disrespect the dealership has for their long time and repeat clients. Lastly if this were the case,why would a person continue working on a deal for weeks knowing that it was turned down. Clearly it wasnt and the dealership flat out lied. This in not the first time I have caught the hiley family of dealerships in a bold faced lie. I had a similar issue years back with hiley Mazda in ***** which almost resulted in legal action over fraudulent repairs until Mazda stepped it to resolve it and save face. So a track record of dishonesty has already been shown and proven with this dealership.

   

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

  Business response

  08/19/2023

  It is more common for us to work on a deal that was turned down in an effort to get an approval than the other way around. My statement remains that we worked on it and after it was pending on Saturday evening, MFS turned the deal down on Monday and we were unable to get it approved even after working on it.
  
  The reason we worked on it for weeks wasn't due to this though. We started this on 6/27 when ******************** was here in service and looked at a Miata. Due to the negative equity and the higher price of the Miata, we couldn't reach an agreement. This was before doing a credit application. A few days later (7/1), ******************** came by and spoke to me about maybe looking at a CX-50 instead, we worked on numbers back and forth that week until finally on 7/8 in the afternoon he and his wife came by the dealership to finish the deal. Only then did we do a credit application and submit the information over to MFS for approval - which got turned down after we left that day so I didn't get to work on it until Monday morning (7/10).
  
  I agree that I should have been faster at calling him back when he attempted to contact me, but the fact remains that we did not do anything fraudulent, nor could we have done anything of the sort considering no transaction ever happened. All we ever did was try to sell a vehicle, and the bank turned it down so we couldn't. Accusing us of making false statements and manipulating the facts is a clear slander that is based only on ************************ opinion, not on facts.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased Mazda from Hiley on 4/13/22.I paid a additional $250 for blackout/limo tint on my back windows.I made a appointment for the window tint and alignment.I dropped my vehicle off around 9:30am on 4/28/.****** at service went over everything with me, said tint would take 3-4hrs and wasnt sure about the alignment.I left and stayed in the area because I dont live or work close.I got a call from Hiley around 12:30pm asking if I was sure I wanted the blackout/limo tint. I verified yes,thats what I wanted.I also verified that prior to making the appointment and with ****** that morning.I came back to the dealership around 1:40 thinking they should be finishing up.I would do the alignment later because I needed to go to work.They werent done. I sat at the dealership. At 3pm ****** came to talk to me, I was on a call.I finished a few minutes later I went to speak to him.He told me that they made a mistake and my tint hadnt been started or alignment done .I said I wanted the $250 back and to just leave.He agreed that I should get a refund,but he was waiting in his manger to conduct that and speak to me. I set down for 15min and nothing was happening.I went and spoke with a lady at the front desk, she said ************************* was the manger and to go to the service area.The man at service called **** to come speak to me. He said that ****** was wrong and my car was almost done with tint.I told him I wanted my car asap,I had been waiting 6hrs. A few minutes later they brought my car up and immediately I could see the tint was not blackout. **** apologized and said thats what most people want. I stated thats not what I wanted or paid for. He gave me his card and said they would make it right. I called Hiley after I left to speak with someone else.I spoke with *** and he said he would have the dealership manager, ***** call me.Ive called several times, emailed, no response.I just want a refund for the and this made right.

  Business response

  05/20/2022

  We had her sales consultant ***** pick up her vehicle from her yesterday morning and leave her a loaner so that we could bring the vehicle in at no inconvenience to the customer. Once it arrived here, we fixed the alignment as well as the limo tint, PPF (paint protection film) and filled her vehicle up with gas. We are now delivering the vehicle back to Heaven with all the issues corrected.

  Customer response

  05/20/2022

  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,
  
  Heaven ******

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/17/2021 my wife signed for and purchased a vehicle from Hiley Mazda of Arlington. We were given a delivery date of 11/22/2021. On 11/22 we were told the vehicle had been delayed. On 12/2 we were told a window was broken and would be fixed by 12/14. On 12/20 the window was still not fixed and were told keys for other cars were missing. As of 12/21 the window was still not fixed. The dealership and Mazda corporate have refused to make the situation right or provide an alternative blaming supply issues. We have had to call the dealership and corporate multiple times after being told we would be called. The vehicle is now a damaged vehicle and yet the price has not been lowered and the dealership claimed they are not going to disclose the damage on the contract or lower the price accordingly. We have had to take several days off of work in preparation to receive the vehicle, only to be told the day of that there are more delays.

  Customer response

  12/22/2021

  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

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my 2012 Mazda 3 in for service due to check engine light being on and getting P0304 code for Cylinder 4 misfire, i dropped it off 12/3/2021, due to 1/2 the staff being out sick, they told me that they would not be able to look at it until Tuesday. They identified the issue as being a *** related failure, the repair cost was just over $1,500.00. I pick up my car on 12/10/21, less than 24 hours later, exact same issue, check engine light, P0304 code. I take it back in on 12/13/2021. They find that fuel injector #4 has alot of carbon build up, they clean fuel injector #3 and #4. They asked if they could have an employee drive it home to test it, no problem, i just wanted it fixed. Issue resolved. I contacted my service advisor noting that I paid over $1,500 for the *** replacement but the root cause was a fuel injector needing a cleaning (a $150-$200 service). I asked about getting a partial refund since the *** replacement was not necessary, was denied saying it was necessary. Explains to me about the failure code meaning (i have printouts of the codes and meaning, *** was replaced due to "UXXX" code, yet, after i got my car back the 1st time and check engine light came back on, P0304 code and the same 4 "UXXX" codes came up, the exact same codes prior to *** replacement (i have a OBDII reader). My actual service advisor told me if it were his company, he would refund my money and asked not to leave a survey since the service event was under his name and would bad on him. I have two mazdas (2012 Mazda 3 and 2015 Mazda 6), great vehicles, very poor service center, bank of people taking their word on everything and refusing to admit to a mistake and rectify it. I work in the service industry, i understand not everything is also going to be fixed right the first time; I had no issues with the long wait on service, the issue not being resolved the first time, it happens. I cannot excuse the $1,500.00 unnecessary charge to replace a non defect part.

  Business response

  12/22/2021

  We have gathered the facts and while we do stand behind the fact that the Powertrain Control Module(PCM)was a needed repair, the way it was presented as well as the fact that there was a reoccurrence of the check engine light gives the consumer a reasonable concern.  We have reached out to the customer and made clear everything that led to the original diagnosis on his initial visit as well as explained that we invested approximately $500 worth of labor at no charge to him on his subsequent visit to remove, inspect, and clean his fuel injectors. Knowing all this, **************** and I agreed upon a partial refund of $700 directly to the card he paid with initially. **************** used the phrase that this outcome was "more than fair". Please let me know what else I can do to help close this case. **************** stated that if couldn't directly closed the case that he would respond that this was an acceptable outcome once he was prompted by our reply. 

  Customer response

  12/27/2021

  I was contacted by Hiley Mazda Service Manager, he was professional and courteous and showed interest in wanting to get to the bottom of what happened.  He shared all the details with me as he conducted the investigation and provided a refund of $700 in the end which I stated was more than fair.  Hiley Mazda was very prompt with reaching out to me and keeping me updated along the way which was very appreciated.  It is very apparent that Mazda cares for their customers experience and their reputation.  I would absolutely do business with Mazda in the future.  

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

• Initial Complaint

  11/22/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Bought a car October 2021 that was on its way to the dealer when I signed. I was very clear when I told them I wanted it to be financed through Volkswagen financial, salesman agreed and promised it would be that way. Come to find out, my car got financed through ***** Fargo, with a ridiculous interest rate, even though I know my credit is pretty good. Not only that but they pull hard inquiries from 3 different banks. Based on what I was told the car included a panoramic sunroof like the one I test drove. Upon arrival of the car I was disappointed when finding out the car I signed for and was tricked into buying did not have the panoramic sunroof. Dealer made every excuse as to why it didnt have it, even though it was listed on the description on their website with the cars vin number. After asking to cancel the transaction, I was told they were unable to do that but they could switch the car out for another. After not being able to do anything about it, I had to walk out with a car that I was unhappy with, didnt get financed through Volkswagen like I specifically stated, and still to this day have not received any of my sales paperwork thats supposed to be given with every sale. Even after trying to reach the finance department and leaving messages, I have yet to receive a call or any paperwork for this transaction.

  Business response

  11/29/2021

  The customer came in looking for a Tiguan SE that comes with a sunroof, but she decided to purchase a different trim level (Tiguan **line).Every trim is equipped differently, and in this case, the **line comes without a sunroof. Due to the current low supply of inventory, the vehicle she selected was not in stock, and so she decided to purchase and inbound Tiguan **line.When it arrived, she pointed out that it did not have a sunroof. There was an obvious miscommunication about the sunroof at the time of the order. We offered her the Tiguan SE with sunroof she had originally driven, which was still in stock at the time, but she ultimately decided to go back to the **Line trim.
  
  The customer gave us an application and the manager submitted it before knowing she had a preferred bank. We spoke to the finance manager, and he confirmed that he went over the bank information and paperwork with the customer the day she signed for it. He did not release any paperwork until she took delivery of the incoming unit, and the sale was finalized. All the terms were agreed upon at the time she signed the contract, and at no point did the customer stop to mention the bank name to the finance manager.
  
  The customer took delivery of it and never mentioned anything about it until now. Tell us why here...

  Customer response

  11/29/2021

  Complaint: 16167357
  
  I am rejecting this response because: Not accurate. I went in and stated I wanted the * line  from the beginning. I was told we would test drive an SE that was there and when test driving it was told that everything including the sunroof was exactly the same except for the trim. When signing the paperwork I was very clear from the beginning with the salesman and stated I did not want my credit pulled from anywhere EXCEPT Volkswagen. I knew I had good credit and would be approved. He acknowledged and walked out to his manager. When signing to pull my credit I stated again and made sure he knew it was for Volkswagen financial. It wasnt until I was in with the financing department finishing up all the paperwork that I was told it was financed through ***** Fargo. Thats the first issue. Then the car arrives and its not what I was promised, and not what was listed on their website description either. I was given every excuse as to why it didnt have the sunroof. I told the manager that I would like to cancel the sale to which he then told me he would just be able to start the sale over with a different car. Obviously l I was tricked into thinking many things that werent true and they didnt stick to their word and are now trying to turn it around on me. 
  
  *egards,
  
  ***********************

  Business response

  12/30/2021

  On October 22nd, *************** visited our store and test drove a 2022 Tiguan SE /sunroof but opted to purchase instead, a not in stock, but incoming 2022 Tiguan **line. Like most manufacturers, the difference in each model is the trim. In the case of the Tiguan, each trim comes equipped different and offers different options. At the time of purchased the **Line did not come equipped with a sunroof nor it was offered as on option.
  On October 28th, when the vehicle arrived to our store, *************** was given the option to take an SE w/sunroof or the **Line without sunroof. She chose the **Line.
  
  As for the lender, In the finance office before the contract was ever signed, it was disclosed to *************** that ***** Fargo was the lender.
  
  On November 2nd, several days after *************** Took Possession of the ******************, we followed up with her via text asking her if she was enjoying her Tiguan to which she replied, I am, the kids love it too. 
  
  To summarize: ***************** had a choice about which vehicle she would purchase, and she ultimately chose the one she took delivery of. The lender was disclosed to her in the finance office before she signed the contract. We even followed up with *************** after the sale and she told us that she was happy. It was quite some time after this that she filed any complaint and we learned that she was now unhappy. We're not sure exactly what happened to change her opinion after the sale and after we followed up... perhaps it was buyer's remorse. 
  
  We certainly value ***************** as a customer and truly want her to be happy, but we've done all we could to make sure she was informed about her options before she took the vehicle home.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have 2 2018 mazda cx5 cars, one silver and another that is red. I have has issues with the touch screen since the cars were almost new, probably when they had 8000-10000 miles. *** screens randomly go black, or freeze, or they start like touching themselves and going crazy randomly. I have had both cars in for the numerous times, and software updates and factory resets have been done. I have had the dealership go as far as to blame the commander *** also. I even paid once for them to supposedly fix it....and yet neither has been fixed. now both are out of warranty and im still getting the same song from hiley mazda. I called another dealer who flat out told me its a known issue on other models that are similar and most likely is the screen or command module. Hiley not once for either vehicle even mentioned this to me. I have been dealing with this acting up, and have actually almost had a wreck a couple of times in the red car trying to stop the navigation from going crazy while im driving because this dealership cant fix the problem. I WANT MY CARS FIXED!!!! I also contacted ***, who said he would try and work on this for me and to call back later in the week for a rental so they could check it out....guess what. no call back. when I called them all I could do is leave a message....so my wife went up to the lot. ******* waited an hour at the lot and could not get any help from anyone...and finally left. THIS IS A JOKE!!! *** service department also claims they never had these issues reported...but they cant even keep the records between the cars straight....they have the milage wrong on both cars in the system and everything mixed up on the service records, so kind of hard t believe that they mixed up all the service details and not the notes! LOL!!!!

  Business response

  11/05/2021

  Our service director ******************* has reached out to this customer to have a conversation with him about exactly what was going on.I offered and then in fact emailed ******************** his signed copies of the last 3 repair orders on either of his vehicles that demonstrated that we in fact only had 1 documented concern of the issue between the 6 different repairs(all of which he or his wife signed). I did offer his wife a loaner car the same day of our conversation as well as offered to look at his issue free of charge. While he seemed interested during our conversation, we have yet to see or hear from ******************** since. 

   

  I was only able to upload 4 of the 6 repair orders due to the BBB system limiting to 4 uploads, if you would like the remaining 2, please email me and I would be happy to provide them.

  Customer response

  11/15/2021

  Complaint: 16060706
  
  I am rejecting this response because:
  
  I have not been able to get the car back in to the shop because my wife is ill and I am not going to expose others to that. I plan to reach out and schedule a visit when the illness has cleared up. As for documentation the dealership has already acknowledged that the visit documents s between my 2 cars are mixed up and they have further acknowledged that there are mileages discrepancies between the cars and visits so it wouldnt be a stretch to say that there is a chance that all the issues were not documented. They were discussed. There have been more issues with the display other than the random touches and operations such as frozen and black screens which have been attempted to be repaired as documented. All the symptoms werent listed in the documents but have been present the whole time. The dealerships ability to keep clear and well documented visits is clearly lacking here and is not my responsibility. I want my cars fixed bottom line. I have brought my cars to this dealership in good faith and accurately reported the issues, and I expect accurate repairs under warranty as they should already be fixed. I am not going to be held financially responsible for the staffs inability to document or fix the issues at hand. 

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

  Business response

  11/16/2021

  There is nothing we can do until he is able to get the vehicle to our shop. As for mixing up repair orders that is impossible due to our system and the way it functions. On top of that he has signed all the repair orders stating that all work was completed at time of delivery back to the customer. He is more than welcome to take the vehicles back to the dealer that sold him the cars and see if they will fix it for free. If it is a warranty repair we can do the repair at no charge and we would be happy to do so, but we will not being repairs for free based upon what another dealer told him and him slandering us of being incompetent. 

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

  General Manager

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