Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to seek your assistance regarding a matter with Sunridge Mazda.I recently purchased a Mazda, CX-30 GT, 2024 from this dealership, and they included an add-on warranty Diamond Elite package at the time of purchase on 7th of July 2024 worth $10000+taxes.Unfortunately, vehicle was declared a total loss due to hail damage on 6th Aug. I promptly requested a refund for the unused warranty from dealership as I did not use it and wont be able to use it because my car has been totaled. However, the dealership has refused to process this refund, citing we cannot refund it for you. Despite multiple attempts to resolve the issue directly with dealership, including *************** teams, the matter remains unresolved. On 27th of August, I went for the third time to talk to them, this time I talked to the ** of dealership, ****** ******. When you buy a small TV or anything you get protection for at least ***** days to return or refund to have peace of mind. But buying a vehicle worth $54000 + borrowing cost, does not give you that peace of mind as per Sunridge Mazda for a 28 days old brand new car. I kindly request that BBB intervene in this matter to ensure that the refund is processed in a timely manner. The amount in question is $10,000 + taxes, and I would also appreciate consideration of any additional compensation for the inconvenience caused. I am a returning Mazda customer because I purchased a ************************ GS 2023, and I traded that in, to upgrade to this current model. On my 2023 Mazda Bill of Sale, price for the same package plus the first 5 oil changes and services included, was $1850 only and in 2024 its $10000 that I denied adding on. He said get a new car again from us and this time he is putting the value for this Diamond Elite package as $0. At this point I am confused about what is going on at this dealership, its a scam & full of greed package they selling, offering airport pick-*** for $10000 that is insane & don't even explain it to customers.

  Customer Answer

  Date: 03/09/2024

  Hi There,

   

  Please check the fake disclaimer as well that they made after I asked for refund and is not even signed by me.

   

  Thanks

  Customer Answer

  Date: 10/09/2024

  Hi BBB,

   

  can I please get an update on this case.

   

  Thank You

  Business Response

  Date: 11/09/2024

  Good evening, 

  Attached is our response to the complaint. 

  Thank you for your time 

  Customer Answer

  Date: 13/09/2024

   
  Complaint: 22221185
  
  I am rejecting this response because why would I go buy another car with them when they already scammed me on this one? It doesnt make sense why would you not refund for the unused and scammed warranty that wasnt explained to customer what it is about. I do have all the records to prove they didnt explain me anything when I asked I dont want it with my car they said we cannot take it off. Also when I denied the purchase because they increased the premium from the one they promised while I did deposit for my car. I said I dont wanna purchase this car anymore then they threaten me oh we wont be giving you back your deposit. No one told me its non-refundable and theres no record to that because I didnt sign anywhere for and also no one asked me to do so. Theyre just avoiding to provide the due customer service and its sad to see being a returning customer to them. Theyre selling thin air for thousands using their cunning sales tactics. Id like to get refund and resolve this in an amicable way. You offered me new car again with $13000 add ons?? Im already struggling to get $10250 out of you and you want me to get another debt from you?? How smart you trying to be here , making another sale for you and fooling your customer AGAIN.  
  
  Sincerely,
  
  *********** ****

  Business Response

  Date: 23/09/2024

  Good afternoon, As I mentioned in my previous response, this client had signed 4 separate contracts agreeing to the amount being disputed. At this point I do not feel this is an issue with our dealership. This is clearly an issue with the client and their insurance provider which the client is refusing to accept. The client also has now opened a claim with *****, the ************************** board so I will be dealing with them for this complained resolution. Thank you 

  Customer Answer

  Date: 25/09/2024

   
  Complaint: 22221185
  
  I am rejecting this response because insurance said they cover the car value not the add on warranties. If I dont have car with me does that make sense to pay for warranty ? Warranty for what? A car that doesnt exist ? Within 28 days youre not refunding while there is buyers remorse policy offers you a period of 30 to 60 days.
  

   

  Sincerely,
  
  *********** ****

• Initial Complaint

  Date:22/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 2019 Mazda 3 GT for $31,000. Within 3 weeks the driver-side headlight started to flicker. This appears to be due to condensation of within the headlight. I noticed this Friday night (November 10th) and on Saturday, November 11th, the car would not unlock with the key fob. I could start the engine but I was unable to put it into drive. I immediately called the dealership and they said it's probably the battery, just call AMA and I booked in for their next available time slot, sometime around the 21st of November. AMA's roadside assistance came, tested my battery and found it had 68% charge and 100% battery health. Wasn't the battery. I called back to service on Sunday and they told me to tighten the the screws on the battery. The car was operational but I still needed it checked out because of the flickering light. The service team told me to avoid other mechanics because they could make the problems worse. On Monday I had to contact the sales person I worked with to get help getting my vehicle looked at because the service department wouldn't help me. After towing the car in on Wednesday, November 15th I got a response on Friday, November 17th that now Sunridge Mazda is claiming I have to pay them $1,800 to replace the headlight. This is because the part is not under warranty and, according to my sales person, I bought the car knowing about the issue. Which is false. I had no idea about any headlight issues and we only documented minor cosmetic dents on other areas of the vehicle. After 5 days the dealer got back me and said this issue wasn't documented during the inspection so I am going to have to pay for it. I'm not sure how they test for condensation inside a headlight compartment. The dealership has yet to provide me with any documentation of the diagnosis or pictures of the damaged headlight. There has been no invoice provided.

  Business Response

  Date: 23/11/2023

  Good Morning,

  As per my conversation with the client this morning (Nov 23, 2023) we have come to a resolution. I believe this matter has now been resolved and the client is now satisfied. 

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

  Pre-Owned Sales Manager

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

  Customer Answer

  Date: 23/11/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:13/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********* **** - vehicle was sold to me and the salesman at the time lied/misled me on the upgrade options which I paid for, but have since not received.**** * **** - Took my vehicle in to have the 3M fixed, as well as rock chips and an exterior detail which are covered under the diamond membership. They held my car for two days and only when I called did they say it was ready. Upon arriving nothing had been fixed or completed. The sales manager told me it is not his issue but the service managers, who has not responded since contacting him.This is a terrible dealership that misleads, false advertising and takes advantage of customers with zero customer service.

  Customer Answer

  Date: 13/07/2023

  Hello,

  Thank you for the prompt response. I would like my items completed that should have due to the membership (rock chip repairs and exterior detail and the upholstery), I would like the 3M repaired at their cost due to their salesman telling me it could be, however I understand that may be seen as a warranty issue which I know you do not cover. I also want accountability from them, acknowledging how poor their customer service has been and what corrective actions are being put in place to ensure this doesn't happen again. And I'd like to warn other people if they look them up so they can see their business practices and make informed decisions on whether to go to that dealership.

  I let the GM know I was filing an ***** complaint as well, to which he sent a snarky reply and has said they will only contact me through *****.

  I understand there isn't much that can be done, but they lie to make the sale, provide misleading information, and offer no resolve.

  Thanks,

  *******

  Business Response

  Date: 17/07/2023

  We have reviewed this complaint and do not feel there is anything we can do to satisfy the customer. There has been some communication errors on the part of dealership personnel however in any attempts to discuss the complaint, the customer has not been reasonable and has been belligerent with our staff at times.  

  Customer Answer

  Date: 20/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: That is the same answer I got on site at the dealership. I would like a formal written apology for their countless "miscommunications". More importantly I want my warranty for third party items (3M, rock chip repairs etc) transferred to ****** Mazda so I do not have to return to this dealership. Lastly, I would like the contact information for ****** manager. He let me know he is the highest form of management there, I would like contact information for someone from a ******* or ******* head office for Mazda. Lastly I would like the full name of the service tech who yelled at me, which yes, did result in my yelling back.
  
  The contact for a head office and transfer of warranty are my two main concerns and outcomes I would like from this.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 24/07/2023

  The Diamond Elite package is an internal product and non transferable, factory warranties are honored at any authorized Mazda retailer. Rock chips and other damages caused by road debris are not covered under the Diamond Elite package. The paint protective coatings such as 3M certainly help reduce chips and abrasions but cannot prevent them 100%. Sunridge Mazda employees and Management have apologized for your experience which you have noted to be unsatisfactory however the belligerent yelling and profanity is not tolerated as we respectfully take all measures to ensure the safety and respect of all employee's. 

  If you would like to discuss potential options to repair damage to the protective paint coating the service manager will contact you however there is no guarantee that road debris damages can be resolved and while Sunridge Mazda may offer a measure of good will this will have to be within reason and at the discretion of the Service Manager. Please let us know if a contact is desired.

  Customer Answer

  Date: 26/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: As per the attached picture rock chip repairs ARE a part of the diamond elite package. If Sunridge Mazda won't transfer it, then I would like some guarantee I will be treated with fairness and quality work. Additionally, I would like the service tech's full name that I dealt with so that I do not have to work with him directly again. I became belligerent towards him after he flew off the handle and yelled at me. ****** *** ** ******* *** **** *** *** * ****** *** ** ******* **** ****** ******* ** **** *** **** *** ***** ** ***** ** *** ******** *** ****** ** ****** ** *****

  Please provide and confirm the following to close this complaint:

  1. I will be treated fairly and have no prejudice against me or any work that needs to be done that I have no option other than to take it to Sunridge, such as the free rock chip repairs and exterior wash. All manufacturer warranties I will take to another dealership

  2. The service tech's full name so I can avoid any future interactions with him

  3. I would like a contact for ****** boss or the next level in management for Mazda , there must be a head office that you report to. Please provide those contact details.

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

  Business Response

  Date: 26/07/2023

  We are happy to confirm the requests as per latest rejection, however rock chips on the paint/body of the car are not covered as part of the diamond elite, as clearly stated windshield chips are covered however. You will be treated fairly and without prejudice, that is why we offered to have the service manager contact you. the Advisors name is **** and of course we recognize it would be in best interests for both parties to avoid future contact. ***** Boss has already been involved in previous discussions, in order to facilitate the best opportunity to resolve this we recommend you take us up on our offer to have our Service Manager, ******* contact you at your convenience. Please provide contact number if desired.

  Customer Answer

  Date: 02/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: the rock chips I was referring to were on the windshield. When I dropped the car off for the 3M to be looked at I asked **** to please have 2 rock chips repaired while it was in Sunridge Mazda's possession. My point was neither that nor the exterior wash was completed in addition to the 3M not being covered by warranty and the miscommunication where no one reached out.

  I am in the process of selling the Mazda and taking a loss on it, so that I do not need to deal with Mazda dealerships, specifically Sunridge, anymore.

  The only further action I need is to know what auto group Mazda is a part of or provide their head office information.

  
  Thanks,
  
  *************************