ComplaintsforRoger Beasley Mazda Inc

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ON 10-07-2023 Roger Beasley Central withdrew $500.00 out of my bank account as a deposit for an incoming vehicle explaining that it was entirely refundable if I chose to not purchase the vehicle at some point.On or about 11-28-2023, I informed them through their salesperson that I was no longer interested in the car. They assured me at that time, that my deposit would be refunded immediately. It is now almost 4 months later and I have yet to receive my refund,Since then, I have contacted them in writing to find out the status and to seek remedy, with no luck. Is this theft, neglect, or just terrible customer service? I still have 2 ******************* and have purchased more than 12 vehicles from Central Roger Beasley Mazda over the years and am very surprised with the lack of customer service and their disregard in this situation.

  Business response

  03/28/2024

  refund was issued on 03-27-2024 to same credit card used for deposit.  we apologize for confusion

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Roger Beasley Motors in ****** and have had continuous visits back to the dealer to have the vehicle repaired through the extended warranty I bought. Now due to the work that has been performed my vehicle is having issue running sometimes it turns off while driving. I purchased this vehicle to work a rideshare app and every time I have the vehicle in the shop I cant work because the loaner car I get cant be used in the rideshare service and it takes about a month to get my car back then my bills get all piled up. This issue is causing me sever anxiety and want to get rid of this lemon car that I was sold.

  Business response

  03/13/2024

  ******************** purchased a pre-owned 2015 WW Tiguan with under 32k miles from Roger Beasley Mazda in June of 2022.

  ******************** vehicle now almost 2 yrs later has approximately 61k miles.

  He brought the vehicle into us for repairs on 09-28-2022 with ****** miles and we were not able to duplicate his concern.

  He brought the vehicle in again on 06-07-2023 with ****** miles and we replaced the transfer case under extended warranty.

  He brought his vehicle in again on 10-30-2023 and the drive shaft bolt was missing and the rubber ****** was damaged.  We made these repairs at no cost to customer.  It did take a little longer than anticipated because we had to send vehicle to VW dealership.

  We have spoken to customer multiple times and he claims to have not driven the vehicle for a couple months.  He stated that during rain storm it stalled out and started having problems.  We asked him why he hasnt brought the vehicle to us for inspection and his response was that he is sick of the vehicle and doesnt want to deal with it anymore.

  He does have an extended warranty and there is certainly a possibility that any problems with vehicle are covered by that warranty.  However, if ******************** is unwilling to bring the vehicle to us for an inspection, there really isnt anything we can do.

   

   

   

   

  Customer response

  03/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and do not find that this resolution is satisfactory to me. I told the dealership that the vehicle shuts off while driving and they offered to call me back about having it towed to their nearest location but havent contacted me. I will reach out to them about this so they can evaluate the vehicle, but they cant reassure me that problems with the car wont keep happening even though it has low mileage. 
  
  Regards,
  
  ***** *******************************

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/26/2023:9,000$ in cash and ***** in trade in value for used car for the purchase of newer model Mazda CX-5. I was misled into a service contract called "**********" and it wasn't clarified what this service offered as I wasn't told this was a ''substance'' that was sprayed on the car with an additional warranty. I wasn't told that this warranty was nonrefundable and this specific contract wasn't provided on a physical piece of paper, but instead an IPAD. I simply clicked for a signature on the value package, which I thought was the Roger Beasley Advantage plan without hidden itemized costs. I was misled into a loan that was inflated with 'value package' - Beasley Advantage plan (699$) "**********" Appearance+Window Protection for ***** each/$3000 total (not explained). I later found out that my actual out the door monthly payment would have been 60$ less each month with the purchase of just the car and Roger Beasley Advantage Plan. However, I was never given option of declining value package or various other. I requested proof that ********** was actually applied on the car. However, ************************* (Financial Director for Roger Beasley Mazda Central) and *************** Manager refused to show me proof of warranty signed or refund warranty. ***** continued to deny requests, reporting that all new/certified preowned vehicles are applied with **********. I contacted ********** whom reported that they had no record of my VIN number on file. In addition, I contacted Roger Beasley ******************* and was told my VIN number wasn't on file so they couldn't verify purchase of car. I was upsold/misled into an inflated contract. It has been a month almost and I haven't heard any updates regarding ********** warranty purchase. I have been a Roger Beasley Mazda Customer for over 14 years. I am requesting refund of ***** dollar ********** service contract, and better customer service as ***** says, 'the customer isn't always right.

  Business response

  03/13/2024

  Initial Purchase (1/26/2024):

  
  ****** came in to buy a newer model Mazda CX-5 needed a co-signer.******, finance manager guided him through the available service contracts, including the ********** option on ipad.They discussed various coverage plans, with ****** explaining each one in detail.The customer ultimately chose the value plan after considering his budget constraints even after ****** offered multiple incentives, discounts and employee and @ cost options. They proceed to sign the 4 column presentation on the ipad and the final acceptance on the ipad. ****** went over each accepted product and each declined coverage.
  Interaction with Customers Mother:
  Since the customer's mother was a joint applicant residing out of state, documents had to be *****ed to her for signature.She had some questions about the additional charges outlined in the Buyer's Order and spoke with ***** for clarification.***** explained that the charges were for optional products chosen by her son during his visit with ******.She acknowledged this after his explanation and returned the signed documents, allowing us to proceed with the deal funding.
  

  Follow-up Visit (2/1):

  
  ****** returned to the dealership to get copies of the documents and speak with ******. However, the documents had not arrived via ***** at that time.  During the visit, ****** reviewed the payment breakdown with the customer again along with his mother over the phone because she called her son upset regarding his decision to add additional coverage. It was explained that two of the elected products, ********** Windshield and Appearance protection, were non-cancellable per the contract terms and already applied to vehicle. The customer expressed dissatisfaction with the affordability of the payments but admitted they did go over these items the first day they interacted. 
  

  Customer Contact with *****:

  
  The customer contacted me seeking assistance with his payment situation. From the beginning of the call he kept referencing to me as his brother trying to use that way in to assist him. I let him know we were not brothers and asked not to be addressed like that. He continued to use that approach as he claimed Himself, ****** and I were from the same kind. We are a part of the brother triangle. I acknowledged once again that I would not like to be referred to as brother or any of his other references. I reviewed his file and interactions, finding no evidence of foul play.  He initially claimed he couldn't afford the payments due to the coverage. I asked him a few questions and he seemed to be more concerned with ensuring the application was actually applied so I gave him the reassurance but that was not enough to satisfy him. I then asked him if he was more concerned with the actual coverage or the application. He said both and I told him that was not valid as there can only be one possible reason for concern if it was affordability. He then suggested he was misled or didn't fully understand the documents he signed.  I assured him I would investigate further and correct any wrongdoing or foul play, but upon further review, found no discrepancies.  On the phone call he did tell me that The customer is always right and I responded No I disagree, a customer is not always right. Wrong is wrong and Right is right; therefore if there is any foul play I will correct it Despite expressing a desire to assist, there was no evidence to support his claims of being misled or improperly informed. 

  As a gesture of goodwill, we can refund 1/2 the $3k purchase price to his lender

   

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I leased a Mazda 3 from this business for 3 years. Upon the end of the lease, I decided to purchase it, along with a maintenance plan. A few months later, I have a car around 36k miles and 3.5 yrs old which will not start. Fine, these things can happen. However, I tow it in and they tell me that they will not have a loaner for an entire month. Not only that, but as a common theme, they refuse to answer the phone when I call. The receptionist was incredibly rude and said they were too busy. I Ubered there myself and was able to speak with someone right away. They send me off and I end up having to get the car towed a second time on my own dime. Once I finally get it booked for service, it turns out there is a transmission issue. Odd for a car this new, but again these things happen. I wait several weeks for the loaner to be available, and get it booked to fix the transmission issue. Now it has been there for 9 days with no update on what exactly is wrong or even a ballpark timeline. I just called them again, and as is a common theme, they cannot seem to find 30 seconds to pick up the phone and provide a quick update to a customer. I got stuck in the phone tree for ***************************************************** to anyone directly. Im beyond livid with this business and need a resolution ASAP.

  Customer response

  11/06/2023

  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.
  
  Regards,
  
  Alexander Post

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently purchased (2/24/23) my vehicle thru them and bought the extended warranty. My car had an issue and I took it in and should be covered by the warranty. My issue is not the car I understand 8t was used. The issue is that I have had my car at the shop sitting for 2 weeks. It's been diagnosed and they have said it should be covered. Well 2 weeks have passed and nothing has been done. I call and go by to get updates and there is no answers except that they can't get a hold of the warranty company. It's the warranty they sold. It's part of what they sell in house to customers. So I don't understand how that is possible. Now I call leave messages no answers or call backs. They have pushed it aside and moved on. I just need this work done and finished so I can move on and just never do business with them again.

  Business response

  06/22/2023

  Our service mgr ************************* has been in direct contact with ****************** about his vehicle.

  I believe this issue has been resolved.

   

  Customer response

  06/22/2023

  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.
  
  Regards,
  
  *************************************

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I purchased my car early 2021, I was told by sales agent ******** at Roger Beasley Mazda that any referral I send to them that buys a vehicle, I would receive $500 in a check.Several months later I convince my mother to buy from ******** again so I can get my referral bonus, I spent hours on the phone with both of them going over the details only because I wanted to make sure the deal went through, so Id get my referral check.Multiple times I brought up this amount over the phone with ********.. and multiple times he confirmed it and that I would get a check a few weeks afterMonths go by I keep texting him about where the check is first he says its sent, then it isnt then it was waiting to be approved excuse after excuse..Finally 3 ish months later I get a check for $100. No where close to the $500 he promised *** ask him for a corporate number and he says there is noneHe also says well he wasnt actually sure of the referral amount.. but that he just confirmed just now that its only $100This seems like a bait and switch deal .I need the additional $400 that is owed to me, if you say its one amount thats what it is you cant change your mind 3 months after the car is purchasedI get that he is new, but maybe more training before you let him make deals

  Business response

  03/16/2023

  ************** is clearly confused.  All of our employees are keenly aware of our referral policy.  It is apparent that ************** is somehow confusing loyalty rebates from the manufacturer with an internal referral policy administered by the Roger Beasley Auto Group.  ************** has already been paid the referral fee that was promised to her.

  Customer response

  03/16/2023

  Complaint: 18953754
  
  I am rejecting this response because: this isnt correct, and if you ask the sales rep he will confirm that I spoke to him in great detail about this $500 and how it would be sent and when and that it wasnt included on the car discounts

  he confirmed multiple times that the $500 wasnt included and that a check would be mailed directly to my house..
  i also have text saying they sent it, but that wasnt true either..

  Then when I finally get it after hounding them for weeks. Its 1/5 of the amount promised.

   

  why would I send someone to yall from *********** and spend multiple days working to get the deal completed 

  for a $100 that isnt even worth 1hr of my time.. 

   

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

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I asked Mazda (Roger Beasley) to cancel my Beasley Advantage membership on February 10, 2022. I filled out all the paperwork necessary to process the cancellation. Their employee signed and confirmed their receipt of my cancellation request and forms on the same day (screenshots attached). They said my cancellation and refund would be processed in 6-8 weeks from February 10. I asked Mazda (Roger Beasley) for an update 8 weeks later on April 8 and they said they would receive the refund on their end by Friday, April 15, 2022. They have not contacted me since then. I followed up again April 27, but I still did not receive any updates from them.

  Business response

  05/09/2022

  refund was sent to lender on April 13.  see attached

• Initial Complaint

  11/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi, I bought a brand new 2021 Mazda CX 30 on June 14, 2021 from Roger Beasley Mazda in ******. During the sales pitch, the Finance Manager, *************************, recommended that I get additional items for maintenance. These items are: Paid to PORTFOLIO | for Service Contract $1,837.00, Paid to BEASLEY ADVANTAGE | for Maintenance Plan $699.00, and Paid to PORTFOLIO | for ************ $800.00. Above items are under Other Charges of the statement attached and I pay for them monthly. ************************* told me that I can cancel all these items anytime during my 3-year financing period. The only reason I signed up for these items was because he said anytime, I can cancel. I called him on November 02, 2021 to cancel these items but he said I can't cancel. He said they can stop providing me with the services under these items if I don't want them anymore, but I will need to continue paying for them monthly - which is ridiculous. This is not what he said during the sale. I am disappointed and want my money back from all payments starting November 02, 2021 since that's the time I expressed interest to cancel. I also want future bills to be adjusted - removing all these additional monthly payments. And depending on how long this goes on, I may demand compensation for the stress and hypertension from talking to ******* Kindly help. Thank you so much!Sincerely,***********************

  Business response

  11/15/2021

  We sent check to lender on November 5, 2021 for $3,356.18 - which represented the proceeds of cancellations requested by Ms. ************ see attached

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Roger Beasley ******* in *************, ** several weeks ago. I asked for a portion of the trade-in equity to be applied as a down payment and the rest issued to me. It has been many weeks now. My credit union was released as lien holder almost 3 weeks ago and I have not received my check. Roger Beasley owes me $10,000.00 and I would like to avoid legal action to resolve this issue.

  Business response

  10/23/2021

  I apologize if the equity refund process was not fully explained to **************.  After we paid off the lien on ************** trade-in, we wait until we receive the actual title before we cut check for refund.  We received the title to trade on 10-15-2021 and cut check on same day.  ************** cashed the $10k refund check on 10-19-2021

• Initial Complaint

  06/03/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought a suv from Rodger Beasley Mazda on April 20th 2021. A month later car needed major repairs to cv axle. Both repair shop and our service warranty stated that the problems had to have been happening for months and service people and inspection should have caught it and suv should have been properly fixed before sold

  Business response

  06/03/2021

  Mr. H***** purchased a 2008 Ford Explorer with 176k miles from Roger Beasley Mazda on April 20, 2021.  I have attached a copy of the "as-is" statement signed by Mr. H***** at the time of purchase.  The high risk lender used to finance this vehicle did include an extended warranty with purchase.  We would be more than happy to have our service department examine Mr. H***** vehicle to see if any necessary repairs would be covered by extended warranty.  If any necessary repairs are not covered by the extended warranty that Mr. H***** purchased, we will provide an estimate of the cost to perform those repairs.  Mr. H***** can call the dealership at ***** ******** to make an appointment with our service department to examine his vehicle.

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