ComplaintsforLee Johnson Chevrolet Mazda

• Initial Complaint

  04/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of the transaction: Oct 20th 2023 The amount of money you paid the business: I sold them my 2019 Mazda 3 premium and sent them additional downpayment as ***** USD to lease a new Mazda CX 90 hybrid. They suggested doing this to bring down the monthly leasing payment to around $300 What the business committed to provide you: a leasing contract starting from Oct, lasting 3 years What the nature of the dispute is: at the time of contract signing, finance person promised me to send me the contract via mail and we shall receive Mazda finance mail to start paying lease. However, I didn't receive it as per promise and kept calling *** Johnson Mazda for three months. From what they claimed, the finance person overcharged me downpayment so Bank cannot approve my financing because it's exceeding the residual value of the car. The finance person tried to fix it privately but weren't able to resolve it. My call finally uncovered the truth and Sales manager/General manager stepped in to correct it and got bank approval. They promised me over phone call that the 3 month delay won't cause any issue with delay in leasing payment or penalty. However, as soon as they sent it to Mazda Finance, I received debt collection call saying that I was delayed in payment for over 2.5 months and were charged penalties. I talked to Mazda Finance and they realized that it was the fault at dealership. They later received two months of leasing payment from *** Johnson Mazda ******** to bring the account current but I was still charged with penalties. I had to call Mazda Finance to waive it. The two months of payment is coming from the money they overcharged me so the ** of *** Johnson Mazda ******** promised to pay me back. I'm still not receiving it now and no contract was sent to me.Whether or not the business has tried to resolve the problem: Yes but only when I called them.Account/order/tracking number: not available

  Business response

  04/22/2024

  Hello Tsan, thank you for patience as we work to resolve your concern. I confirmed the refund check was mailed Monday 4/22/2024. Our General Manager, *************************, is happy to review your lease paperwork with you in person as requested. He is available anytime to meet with you the week of the 29th. Please let us know what day and time is preferred and we will accommodate.

  Customer response

  04/23/2024

   
  Complaint: 21598830
  
  I am rejecting this response because: I would like to wait until I receive the check and the in person meeting to review the contract before resolving the complaint. Based on the experience in the last 6 months, the promises were never met so I dont have confidence about the commitment from the dealership. This is the reason why I file the complaint via BBB. 
  

  I can meet on May 3rd morning if the time works. 
  
  Sincerely,
  
  Tsan ***************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  date of service 12/13/2023. Took our suburban in for a diagnosis. We knew that one sensor had failed because ***** had diagnosed it. However we had another issue a problem that could have been the rear differential / abs braking system but unclear. The symptom was two rear sensors having issues. *** Johnson made us pay a diagnosis fee for their service / time which we agreed to but then they didnt do a thorough diagnosis. In fact, they gave us a diagnosis report that stated the one failed sensor (knew that already) and they said that our rear differential had to be rebuilt. Here are quotes from their diagnosis report: found a large coating of metal on the sensors which lead to some kind of problem in rear differential creating metal in oil. We paid ****** for a diagnosis and it says some kind of problem? They said we had to do a complete rear differential rebuild and quoted us $6000. Just for the record there are sometimes metal shavings in the rear differential. We took it to another repair shop and we discovered it was NOT the rear differential. It was the *** computer module and two sensors that needed to be replaced. After $3000 we were set and on our way. They mis-diagnosed the problem, didnt provide a thorough analysis report and tried to convince us to do a repair that we didn't need. They even sent videos for a rear differential problem that did not exist.

  Business response

  01/11/2024

  We have attempted to contact the customer and refund them for this diagnosis. As is the case with many issues vehicles have, different technicians may suggest different fixes. Given that they elected not to perform our recommended fix, we are willing to refund the diagnostic fee, but we did recommend the work in good faith to repair the issue that the customer brought to us. 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Business: *** Johnson Mazda, ******************************************************* @ ************ I would like assistance from the BBB in resolving this matter.Date of initial event: 03Aug23 Date of most previous event: 29Sep23 Vehicle Purchase Date: Feb/2022 Maintenance agreement purchased for 11 oil/maintenance procedures On 03Aug23, I had my purchased maintenance performed at *** Johnson Mazda, ********. After the oil was changed and all of the checks made my written report told me the tread depth on all tires was 6/32. I asked the service advisor ******************************* if the tires had been rotated and he told me "YES, the tires had been rotated". The written report also states the tires were rotated.On 29Sep23, I had another of my purchased maintenance performed at *** Johnson Mazda, ********. After the oil was changed and all of the checks made my written report told me the tread depth on all tires was 6/32. I asked the service advisor *************************** if the tires had been rotated and he told me "NO, the tires did not need to be rotated". However, the written report states the tires were rotated.30Sep23. I noticed a nail in the sidewall of my tire. I took my car into *******************, where I had purchased the tires. The technician at ******************* told me I would need to replace the tires and that my tread depth on the back tires was 5/32 and the front tires were both 2/32 and 3/32. I watched him take the measurements and they were indeed 2/32 and 3/32. He told me that, based upon the tread depth, these tires had never been rotated.*** Johnson Mazda, ******** lied to me. I would like *** Johnson Mazda, if in fact management does NOT condone lying to its customers, I would like them to have a training session with their employees to remind them of the potential consequences of lying to the customer. I drive very frequently to *******, and that tread depth of 2/32 and 3/32 could have proven very dangerous to my well-being. I would like them to inform me when completed.

  Business response

  10/04/2023

  ******************** was correct we did not provide the customer service he deserves. We are better than this and hope he will return again for future business. ************************ request for employee training was very reasonable, we have completed the training and followed via phone. 

  Customer response

  10/05/2023

   
  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.

  *************************, General Manager, called me and he seemed very sincere as we spoke.   He told me they had trained the individuals involved in this complaint and that *** Johnson would make every effort to provide quality customer service.  Although I will not use their services in the future, the ** seemed very sincere and I appreciated his efforts in this matter.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an extended warranty that covered bumper to bumper from *** johnson. I took my car to get serviced at Audi, ********************************* diagnosed my car.He found the left down pipe needed to be replaced.******** contacted my warranty company, after no luck for weeks I decided to call my warranty company**************) they informed me that my warranty Ive paid for monthly was inactive. ******** got ahold of the warranty who said theres a contract but something didn't get finalized/fully processed on the selling dealers end.******** told me I needed to call *** Johnson ****** At *** Johnson I spoke with ****, finance manager, he told me on their end they had my contract and proof that i paid for this extended service contract. He directed me to *************************** (his number was ************).*****, I was told via Adbi, is the director of my warranty company.When I called Joost I explained that I have my car but *************** wanted me to bring it in as soon as the warranty was fixed.He told me that he wanted it to be done at LBR automotive, or autohaus since he has connections with them but i declined.I contacted ******* to tell him what situation I was in. ***** recalled and asked for me to get a quote from *************** so I did, ******** CCed me in this email.When I talked to Joost he made sure to reassure me that he was going to get this warranty figured out, and he would pay it out of pocket and to go ahead and authorize *************** to order the parts so I called Nicolas.Its been two weeks since I talked to Joost.I sent a text on May 8th to ******************* separately asking for update on my contract, as well as if the new contract would be going from todays mileage. No response from *****,**** just said to stay engaged with *****. ***** still hadnt replied I then sent another message May 11th 2023 asking for any updates. May 12th I tried to call joost over six times but it ends the call which leads me to believe that this number has since been disconnected.

  Business response

  05/16/2023

  Customer has been in consistent communication with our finance manager, ****. As of Monday, May 15, customer reached out and said that she had the incorrect number for the contact at the warranty company. She is now in contact with Joost at Alpha. The service appointment has been scheduled, the claim is paid, and the customer is happy with the resolution. 

• Initial Complaint

  10/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 10/20/2022, I purchased a ***** Tahoe with *** Johnson *****. I wouldn't say great but the buying experience with the sales is okay / acceptable. Funny part is dealing with the business manager for finance. The business manager is ***********************. My sales offered a ****% rate at the beginning, but we wanted the rate to be lower than 3.5% or we'd just pay full cash, then he took me to see the business manager to quote rates with banks. The business manager, ***********************, offered me a ****% finance rate on the day I purchased the vehicle, and we both signed the paperwork. Great, I drove the Tahoe back home. But on the next day, 10/21, he emailed me that the rate was wrong, and the new rate is ****% (****% higher). I'm just minutes away from the dealership, and have couple friends / neighbors had business with *****************************. Overall, they recommended this dealership. It's hilarious to see this business manager still playing this kind of tricks. I hope I can still get the ****% or lower rate, otherwise I'll just pay full cash for the vehicle.

  Business response

  10/27/2022

  To whom it may concern,
  
  ************** did indeed purchase a Tahoe and his statement of the facts is accurate. We submitted him to ********************* in hopes of qualifying him for their Fast Track program that has their best rates. ************** met the qualifications for income, credit score, and loan details. However, he did not have enough time at his job to meet all of the banks qualifications. Nuvision had not responded to our loan request by the time ************** had left the store with his new Tahoe. When Nuvision did respond,we offered ************** the rate that they approved him for (see attachment). We have offered ************** three different options, all in a timely manner: use the Nuvision approval, use the lowest rate we could get him approved for ********************** at ****) or pay the remaining balance in cash. He has elected to pay cash for the remaining balance. While we would have loved to get ************** the lowest rate that existed, we are not a direct lender and informed him that this was a rate we hoped for, not one that he had been approved for as of yet. We then followed up within 24 hours of his transaction to let him know his options. We communicated with ************** throughout the process, and feel that the matter is resolved amicably at this point.

  Customer response

  11/01/2022

   
  Better Business Bureau:
  
  I have talked with the general manager and reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is good to me. 

  Hope this was just an amateur mistake and other customers can avoid similar situations.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from this dealership in April 2022. The dealership registered my vehicle with an old address of mine from 3 years ago, not sure why or how this happened. Then proceeded to also mail my tabs, registration and plates to this same (wrong) address. With such sensitive/important material being sent, it really should have been sent with a tracking #, certified mail or at the very least verified address before mailing. ALL paperwork completed at purchase had my correct and current address. I have sent/left several messages for the sales person and dealership manager and they have yet to respond. This was an error on their part and needs to be fixed immediately. They need to order a new set of license plates and tabs for me. In my opinion this is bad business/customer service. As a manager and a person in charge their top priority should always be to resolve issues, communicate and keep customers happy. This unfortunately cannot be pushed to the side and ignored, soon this vehicle will not be legal to drive, which is going to be a huge problem.

  Business response

  07/06/2022

  To whom it may concern, 

   

  The license plates on this particular vehicle did indeed go out to the wrong address. We informed the customer that we would send the license plates out to the correct address as soon as they were returned to the store. After a week of the plates not being returned, *** Johnson ordered and paid for new new plates for the customer and sent them to the correct address on July 1, 2022 after confirming that the address was correct with the customer on June 30, 2022. 

   

  Thank you. 

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Aug.2'21 dropped of my car at Lee Johnson& informed my Service Traction Control light on, Check engine light on, burning smell &car shaking.Ticket repair 1:44pm. Aug.3 3:32 received a Diagnosis: Car needs a valve cover for the engine light &the burning smell issue total comes to 700 including diagnosis, also has a coolant leak& needs coolant outlet pipe and flush 500, for the vibration issue, needs to replace front brake rotors 470, &machine rear brake drums 120.00 =1790.00+ tax 1992.90 Eta to finish would be tomorrow end of day. Aug 5th repairs complete. I picked up Aug 6 at 9:17 paid for repairs& my car was brought to me. When I turned on the car, check engine light is still on &the issues were not resolved. I called the shop back to let them know the light was still on.I returned the car at the shop following week due to scheduling appt. 2nd Diagnosis was due to turbo and coolant leak total of 2,771.43 +tax=3,112.65.When I picked up same issues were not resolved and 3rd Diagnosis.

  Business response

  09/14/2021

  To whom it may concern:

  Lee Johnson Chevrolet has made contact with Mrs ******. Lee Johnson has agreed to repair the car as requested with no additional charges to the customer. Mrs ****** indicated this is an acceptable resolution and appreciated the offer. 

  Kind regards,

  Brett B****

  Director, Fixed Operations.

  Customer response

  09/15/2021

  Hello, I would like to update my complaint regarding Lee Johnson Chevrolet in Kirkland that I submitted yesterday and today I was contacted by the Manager Jeff to inform me they will fix my car with no extra charge. Case number is ********

  Sent from *** ******* ****** (*******************)

*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. ↩