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:12/09/2023

  Type:Delivery 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.

  - On June 30, 2023, I bought a car, **** Q7, 2014, from City Mazda in Halifax, they had bought it in April 2023. I asked them for the most updated, recent Carfax report, they gave me a Carfax report, with date June 30, 2023, on the upper left corner, which is my purchase date, and report date Apr 12, 2023, as it is the most recent, updated one.
  I trusted them, as a certified dealer. They bought the car in Apr 2023, and it had been with them for the entire period till I bought it on June 30, 2023. And the report was printed by City Mazda on June 30, 2023.
  
  While driving the car home, once got out of City Mazda, I realized that the A/C doesn’t work, I called them to inform, the person who answered the call said “********* **********, Business Manager, and the salesperson already left”, sent them an email to inform. Later, after a long discussion and argument, they charged it, which in almost 10 days did not work again.
  
  Early Aug the car did not work, I tried to reach out to ********* *********, called them multiple times, couldn’t talk to her, I went to the showroom, also couldn’t talk to her, the receptionist talked to her then said “********* is busy, has multiple appointments with customers, and can’t talk to you”, I told the receptionist that I needed 1 minute, she talked to Cassandra, then said “no, she has no time”, I was able to talk to the financial manager for less than a minute, asked him how to use the insurance.
  
  On Aug 25th, the car was towed to **** dealer, to be fixed, while following up with Audi, I released that the car had service done in May 2023 at Harrington’s, which means work was done by City Mazda for the car while they owned it, and they needed to hide this info, and gave me misleading Carfax report.
  (Attached 1st and last page of Carfax report given by City Mazda).
  I want to return the car to them and get my money back, as if I knew about the work done in May, I would not buy it.

  Business Response

  Date: 14/09/2023

  In regards to this vehicle, The Q-7 was sold as an MVI only vehicle and was clearly marketed and communicated to Mr. *******. In the process of reconditioning the vehicle, a steering shaft was required to be replaced. This was a specialty component requiring specialty tooling. Harrington's is a respected repair shop in Halifax who specializes in **********/**** repairs. We sub-letted the repair to this shop for this reason and spent over $4000 to ensure the vehicle was in proper running condition and safe to drive before marketing. With this classification of vehicle we include a no charge 6 month or 8000km Powertrain warranty to the customer for piece of mind driving. The coverage of this warranty is for workmanship or material defect involving the engine, transmission and all wheel drive components, all internally lubricated parts, major housings and seals/gaskets through a reputable warranty company. Mr. ******* was offered the opportunity to purchase extended protection on the vehicle but he declined at the time of signing documents to which he signed a waiver stating such. City Mazda did not misrepresent the vehicle and feel confident we offered a good quality vehicle. 

  Business Response

  Date: 14/09/2023

  In regards to this vehicle, The Q-7 was sold as an MVI only vehicle and was clearly marketed and communicated to Mr. *******. In the process of reconditioning the vehicle, a steering shaft was required to be replaced. This was a specialty component requiring specialty tooling. Harrington's is a respected repair shop in Halifax who specializes in **********/**** repairs. We sub-letted the repair to this shop for this reason and spent over $4000 to ensure the vehicle was in proper running condition and safe to drive before marketing. With this classification of vehicle we include a no charge 6 month or 8000km Powertrain warranty to the customer for piece of mind driving. The coverage of this warranty is for workmanship or material defect involving the engine, transmission and all wheel drive components, all internally lubricated parts, major housings and seals/gaskets through a reputable warranty company. Mr. ******* was offered the opportunity to purchase extended protection on the vehicle but he declined at the time of signing documents to which he signed a waiver stating such. City Mazda did not misrepresent the vehicle and feel confident we offered a good quality vehicle. 

  Customer Answer

  Date: 14/09/2023

   I am rejecting this response because: Why did City Mazda give an old Carfax report dated Apr 2023, while was printed in June 30, 2023?
  
  
  
  

  Customer Answer

  Date: 14/09/2023

   I am rejecting this response because: Why did City Mazda give an old Carfax report dated Apr 2023, while was printed in June 30, 2023?
  
  
  
  

  Business Response

  Date: 14/09/2023

  We print a Carfax on every vehicle we take in on trade or purchase at the time it arrives to the dealership. This information is open and available to every customer either in person or online via our website. The work completed was part of reconditioning to prepare the vehicle to sell safely. This matter is closed as far as we are concerned.

  Business Response

  Date: 14/09/2023

  We print a Carfax on every vehicle we take in on trade or purchase at the time it arrives to the dealership. This information is open and available to every customer either in person or online via our website. The work completed was part of reconditioning to prepare the vehicle to sell safely. This matter is closed as far as we are concerned.

  Customer Answer

  Date: 14/09/2023

   I am rejecting this response because:
  Do normally customers ask for an old Carfax?

  Is it logic that customers expect to get an old Carfax?

  seems to be was my mistake that I trusted this dealer.

   

  
  

  Customer Answer

  Date: 14/09/2023

   I am rejecting this response because:
  Do normally customers ask for an old Carfax?

  Is it logic that customers expect to get an old Carfax?

  seems to be was my mistake that I trusted this dealer.

   

  
  

• Initial Complaint

  Date:18/07/2023

  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.

  We leased a new 2018 CX5 in 2018 from city Mazda. It has been dealership maintained, and only has 50k km on it. We rarely drive. A rock come up and hit our windshield in July of 2020. City Mazda said they would repair it through them, which they did and we paid for. They did our MVI the same day and passed it.
  Last week we bought out our lease because our term was ending, and they said they had to do an MVI within 30 days of us purchasing the car, at our cost. They rejected our MVI, based on the work they did on our windshield. This was the only reason the MVI was rejected. They said the work would never pass an MVI and who ever did shouldn't have passed it. When I pointed out that it was them who did the MVI and the work, they said their technician shouldn't have pass the car back then- "the rules are pretty black and white".
  My concern is that we paid for and had work done on our vehicle by this dealership, that apparently wouldn't pass an MVI based on their own work. We do not have expertise in the field of what passes/fails and MVI, but any client would expect work done by a dealership to pass MVI. They have passed our cars MVI in the same condition previously, so I don't know if the MVI really should have been rejected, or if they were jus trying to get us to buy a whole new windshield (which they quoted us $700 for) because we were leaving their services when we bought out our car. Do they not stand by the judgement of the technician they employ?
  Either way, they did work on our car, at our cost, that they wouldn't stand by.
  We took our services else ware to get this sorted, because all our trust in this dealership and service center is lost. This is extremely concerning behavior from a dealership that I feel should be brought to the BBB's attention.

  Business Response

  Date: 18/07/2023

  We have reviewed your history to confirm the windshield had a chip and was repaired by ******** **** ***** on 04/16/21 for $60.00.  They came to the Dealership to perform the windshield repair for you.  The motor vehicle inspection was performed after the chip was repaired and it passed at that time.  Fast forward two years later and the chip has progressed into a crack and can not be repaired.  Super Auto ***** would have to replace the windshield under your insurance policy in order for the vehicle to pass the motor vehicle inspection.  ***** **** ***** *** ** ******* ** ************.  They can process and insurance claim for you under your comprehensive insurance that will not effect your premium and may not have a deductible, depending on your policy. Once this work has been completed please return to City Mazda and we will gladly reinspect your vehicle for you.  Thank you!

  Customer Answer

  Date: 18/07/2023

  We did not choose to have ******** ***** come to the dealership, we brought our car to the dealership to repair our windshield who said they don’t go ***** work and would outsource it for us.

  The repair that was done by the dealership has not changed. This is simply and excuse and a lie. It remains in the same condition it was fixed in, by the company Mazda has do all their of ***** work. If it wasn't, I’m sure they would have explained this to us at the time of our inquiry, instead of pulling this excuse out of thin air only after a complaint was filed with the BBB. This is in true fashion of what it’s like to deal with them. So thank you for proving the point of my complaint, I hope it helps others avoid the misfortune of having to deal with this company. They will say whatever it takes to backtrack their poor behaviour. 

• Initial Complaint

  Date:17/11/2022

  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 took my mazda **** ** ***** for service at city mazda, Halifax a week ago. I noticed washer fluid indicator issue on my screen after the service.That time i was on trip. When i back i called City Mazda regarding this issue and informed that i am having washer fluid low error on my screen even my washer fluid is full.The service representative was so childish and rude. His name is *** i think. He was laughing and rude as well and asked for charge if wants to correct error. This is so unacceptable behaviour from city mazda. I asked City mazda to check call recording from few days that i called. I highly recommend not to go city mazda for services for sure or give training to their staff. The call date was today November 17,2022.

  Business Response

  Date: 28/11/2022

  Good afternoon...

  My service manager spoke with this customer after we had performed an oil and filter change on his vehicle.  During this service we always top up the washer fluid for free.  The customer reported that we caused an error message to come on in his vehicle indicating a problem with the washer fluid sensor/level.  This was the first time we have ever serviced his vehicle.  My service manger "*** ****" advised the customer that his vehicle is no longer under warranty.  That City Mazda is not responsible for the error message.  That the sensor for the washer fluid is located inside the windshield washer container.  Us pouring free washer fluid in the bottle did not cause any damage to his sensor.  

   

  Thank you,

  ***** ******