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:02/11/2022

  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 purchased a 2021 Mazda **** ***** from Kamloops Mazda in May, 2021. It is still under warranty. I have been experiencing engine problems like abnormal oil consumption and loss of power. This has been addressed by the Mazda Corporation as a warranty issue through a dealer released service bulletin, and your local dealer will repair it at no cost. Kamloops Mazda is attempting to pass these costs of $2500-$3000 onto me by taking the price off their buyback figure. * *** ***** *** ***** ************** * **** *** **** *** *********** ** **** ** *** ******* ******** ****** ** *** ***** ************ Thank you

  Business Response

  Date: 23/11/2022

   Good day,

   This is not true at all. The repairs were going to be covered 100% by Mazda warranty for the engine concern. The service repair and the appraisal on the vehicle do not have anything in common whatsoever. The appraisal was done by fair market value, ******** ***** ****, auction averages and what they are selling for in the retail market. The customer is stating that he has a higher amount from other dealerships for the trade appraisal than we offered but it is unclear if it including tax savings? My appraisal was on the vehicle and us buying it back from him which would not include tax savings. The customer is also stating that he spoke to me directly and I have never spoke to him directly regarding this situation, I have spoken to his wife with my assistant sales manager on speaker phone regarding the trade value and the explanation. Please feel free to reach out with any questions. Thank you, take care and have a great day!

  Customer Answer

  Date: 23/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  The representative at Kamloops Mazda is creating their own truths regarding the matter at hand. That response would be indicative of why they don't communicate in writing, but instead by phone calls only. From day one in this matter, I wanted email communication only so everything was in writing.
  

   

  Fact #1: CARTER E********* (salesperson) told me that they would offer me $30,000 which was under the actual Canadian Black Book valuation of $34,000. He did not mention anything about tax savings, but instead said that the low price was because my car needed $3000 worth of repairs, including brake service. I had my suspicions, so I took it to another Mazda dealer in Vancouver. They said the price Kamloops Mazda offered was too low and that my car needed nothing, other than a new windshield. They informed me that the brakes were at 75%, which is about roughly two years out based on current usage.The Vancouver dealer repaired y car in two days and had regular messages and emails before, during, and after the service was completed. Kamloops Mazda did nothing for almost two weeks, as my car sat in the same spot I had left it in when I dropped it off. Two separate dealerships (one ****** and one Mazda) told me that used cars in this condition, in this market, are selling for as much and sometimes more than new cars. The Vancouver Mazda dealership wondered why Kamloops Mazda would offer such a low buy back price, especially if the car was under warranty. I can provide proof of the service performed by the Vancouver Mazda dealership showing that Kamloops Mazda was lying about the repairs they claimed my car needed.
  

   

  Fact #2: CHRIS P**** (Sales Manager) told my wife that A) We should take our matter to arbitration. This was a day after they lied to me about the condition of my car, the service they claimed it needed, and the below market price they had offered me. Chris also made the statement to my wife that "you can't trust buying new cars these days" and proceeded to compare buying a car with buying a TV. He was unaware of the already common technical service bulletin issued by the Mazda Corporation. How they became aware of it was by me advising them about it.
  

   

  Fact #3: There was never a loaner car offered. Only into the second week of zero communication and my car being at the dealership did they respond by telling me they were looking into it.

   

  Fact #4: There wasn't any follow up communication. Both my wife and I attempted to find out what was the status of my car's repair several times, but nobody ever contacted us with an update. I contacted Carter, Chris, and the dealer principal Colin M*****. Nobody responded. Not one of them offered any information.
  

   

  This all happened a year after my wife and I purchased two cars from Kamloops Mazda, totalling approximately $80,000.
  

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

  Business Response

  Date: 22/12/2022

  Good morning,

  I was away on holidays and just returned. Colin is away with illness right now and are unsure of his return at this point. He will be in contact upon his return. Thank you, Take care and have a great day!

  Chris P****