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:10/01/2025

  Type:Product 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.

  On Jan 2, 2025, my wife and I visited OpenRoad Mazda in ***************, to test drive a used 2020 Mazda car. We were assisted by ****** ****** from sales team. At the time, I did not have a BC drivers license, but told him that I would get one by Monday. He pressured us into making a non-refundable deposit of $1,000 to hold the car until Tuesday, assuring us that the deposit would be returned once the paperwork was signed at the time of delivery. He didn't disclose that the price quoted is non-negotiable and provided false information that Mazda doesn't do bank buybacks for financing. On Jan 7, we met the Finance Manager to negotiate interest rates but the manager confirmed mazda does bank buybacks and asked us to buy $4000 extended warranty to lower the interest rates. After discussion, we raised concerns with ****** about the payment increasing due to the warranty, He assured us that if the price was an issue, he would match deals from other Mazda dealerships. he claimed that even if we decided not to proceed with the purchase, he could discuss with the Sales Manager to refund our deposit, despite signing the deposit ********* day, my wife and I decided to purchase a new Mazda 3 and informed ****** and manager of our decision over the phone. We requested a quote for a new car. I asked ****** if OpenRoad Mazda could match offers of other dealerships. He refused, stating that their dealership does not offer/price matching.When I requested the return of our deposit, he became rude and denied having ever promised a refund or price matching. He even falsely claimed that the car I was interested in at another Mazda dealership had already been sold. He then refused to engage further, ending the conversation. I emailed the sales manager and sales ** about the issue, the sales manager failed to acknowledge the fake promises and bad behaviour of ****** and changelled us to make a complaint against him at any forum. The sales ** refused to answer our phone calls and email.

  Business Response

  Date: 14/01/2025

  We will refund his $1000 deposit although he signed a non-refundable deposit and came in to take delivery of his purchase.

• Initial Complaint

  Date:30/01/2024

  Type:Product 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 reaching out to express my deep concern and dissatisfaction regarding the service I received from OpenRoad Mazda for my 2010 ****** RAV4 (invoice number 160361).On December 28, 2023, while driving, I noticed the oil light blinking when I applied the brakes. Alarmed, I checked the oil at home and found the level to be completely depleted. Understanding the gravity of the situation, I promptly purchased oil from ******* and added it to the engine. Subsequently, on the same day, I emailed Open Road to alert them to the issue.**** from Open Road contacted me and suggested bringing the car in for inspection. Accordingly, I took my vehicle to the dealership on January 3, ****. During the initial inspection, they topped up the oil and requested a follow-up visit in two weeks to reevaluate the oil levels.On January 27, ****, I returned to the Mazda service center, where they reported that the car had burned 1.1 liters of oil within 882 kilometers since the previous top-up on January 3rd (RO# ******). The recommendation was to advise the customer to consult with the sales department, as the issue might potentially require inspection by ******. The suggested causes were measured oil consumption, with the potential need for piston rings or engine replacement.during this process, ************, informed me that there was nothing they could do as the car was a used vehicle. This response left me deeply disappointed, as it contradicted the trust I had placed in OpenRoad . In response, I informed **** that I would be raising a complaint against Open Road Mazda, as I believe this situation goes against ethical business practices.It is important to note that when I purchased the car, OpenRoad provided me with a Vehicle Health Check document. However, it has come to my attention that the information provided was not accurate and true.I am seeking your urgent assistance in addressing this matter promptly and ensuring a satisfactory resolution. Kind regards, ***********************

  Business Response

  Date: 12/02/2024

  Hello,

  The customer was fully aware of the age ******** and high mileage (******* kms) of the vehicle at time of purchase, at time of delivery and taking possession of vehicle our business manager thoroughly explained and presented the need for additional protection by way of purchasing extended warranty to safeguard against unforeseen repairs. The customer purchased extended warranty at time of delivery but cancelled his purchase one week later. Since the vehicle was purchased and taken possession more than three months, we are not responsible for such repairs. Attached are copies of the warranty presentation, signed Transfer of Liability and copy the SecureDrive Mechanical Breakdown Protection warranty signed by customer.

  Thank you

  Customer Answer

  Date: 13/02/2024

   
  Complaint: 21210494
  
  I am rejecting this response because: 
  
  Thank you for your prompt response regarding my complaint against OpenRoad Mazda. However, I must express my dissatisfaction with the explanation provided by the dealership.
  
  While it is true that I was aware of the age and mileage of the vehicle (MY2010 with ******* kms) at the time of purchase, it is essential to emphasize that the issue at hand, excessive oil consumption and engine problems, was not disclosed to me during the sales process. I trusted OpenRoad Mazda to provide me with a vehicle that was in good working condition, and the misleading Vehicle Health Check report further reinforced this belief.
  
  Regarding the extended warranty, I did indeed purchase it at the time of delivery, as recommended by the business manager. However, I later cancelled the purchase within one week, as I believed it was unnecessary due to the dealership's assurance of the vehicle's condition. This decision should not absolve OpenRoad Mazda of responsibility for selling me a vehicle with undisclosed mechanical issues.
  
  Furthermore, the fact that the vehicle was purchased and taken possession of less than three months ago, with my initial email regarding the oil issue sent on December 30, 2023, and the purchase date being October 18, 2023, highlights the timely nature of my complaint. The safety and reliability of the vehicle are paramount, regardless of the time elapsed since the purchase.
  
  I have reviewed the attached documents provided by OpenRoad Mazda, including the warranty presentation, Transfer of Liability, and SecureDrive Mechanical Breakdown Protection warranty. While these documents may outline the terms of the warranty and my initial agreement to purchase it, they do not address the fundamental issue of the dealership's failure to disclose and rectify the existing mechanical problems with the vehicle.
  
  In light of the foregoing, I respectfully request that you reconsider your position and assist me in achieving a fair and satisfactory resolution to this matter. OpenRoad Mazda's response does not adequately address the concerns raised in my complaint, and I am hopeful that the BBB can facilitate a more equitable outcome.
  
  Thank you for your attention to this matter, and I look forward to your prompt response.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 vehicle and was informed that if a tow hitch was installed it would deactivate the rear lift gate. This was inaccurate resulting in damage to rear hatch, which dealership promised to fix as best as possible. The inaccurate information caused the damage, and the resolution was to repair, however their "fix" was unacceptable.