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:20/05/2024

  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.

  On April 24th I left Kingston Mazda with a new 2020 Chev Trax. It had approx 44k on it and in good condition. Two days after driving the car I noticed an issue with the Air conditioning. I contacted the ********** who sold me the car (*************************) informing him that the car has an issue and if it indeed had air conditioning. He replied saying he was sure the car had AC and that the service department could resolve the issue. I contacted the service department and could not get my vehicle in for 3 weeks with them. During my service, I was informed that my car does not have air-conditioning whatsoever. I asked for their assistance in helping me come up with some sort of resolution and all they said was all I can say is sorry. I contacted them asking to cancel my warranty with the vehicle because I needed to trade it in and was told that I cant get my warranty back because it wasnt within the 10 days of exchange or cancellation. The warranty is through Peoples Choice. I explained I would take accountability for not noticing the car didnt have air-conditioning. But they need to return the $2527.00 to me Because it wasnt my fault that had to wait three weeks for them to look at the car. They have simply said there is nothing they can do over and over. I put $2000 down on the car and now have lost out on that as well. I have had my hand forced into trading this car in yet again and being in more financial debt. I am looking for some sort of restitution financially so I can purchase another vehicle with the basic necessities.$2000k for the down payment and $2527 for the warranty.

  Business Response

  Date: 30/05/2024

  The customer did purchase a vehicle that does not have air conditioning.  The vehicle was not listed as having air conditioning, nor was she told it did when she purchased.  When she contacted her sale rep a few days after taking the car and he responded that it did have a/c, it was an incorrect assumption on his part.  As the customer stated in her complaint, "I explained I would take accountability for not noticing the car didn't have air-conditioning". 

  At that point, the customer was booked in for the soonest appointment time available.  Also, there was no mention of cancelling her warranty.  Only after the service department informed her that it was not equipped did she ask about the warranty being cancelled.  The Sales Manager immediately contacted the warranty company to inquire about the cancellation.  They stated that the policy could only be cancelled within 10 days.  The Sales Manager explained the situation and asked if they could make an exception.  The warranty company declined to do so.  As we are unable to cancel the warranty, we will not be refunding the price of it.  The warranty would still be in place and cover many other components of the vehicle.  The customer also mentioned that they put $2000 down and that they have lost that amount.  They did put that down, however it is not lost.  The downpayment was made by the customer to reduce the amount being financed and therefore lower her payments.  If she carried the loan to term she would have had lower payments and actually saved some money in interest over the term.  If the vehicle is traded in or sold, her amount owing is lower than it would otherwise be due to the downpayment.  In either scenario, her downpayment is not lost, and therefore will not be refunded.

  Customer Answer

  Date: 30/05/2024

   
  Complaint: 21738546
  
  I am rejecting this response because: I did not mention the warranty cancellation until the 3 weeks when I got my service because, had I of known the car did not in fact have air conditioning, I would have asked for cancellation of said warranty within the 2 days of being in the car officially. It wasn't until I went to another dealership who helped me understand that I lost out on all that money because the 10 days had passed (which was not my fault). As I mentioned, I did not notice the car did not have air conditioning, but this is a basic necessity of all vehicles for many years and the sales department should have been aware and informed the customer when looking at vehicles. This is something that should have been disclosed to a costumer when it's something they are going to be driving for, hopefully, many years. I understand that People's Choice warranty required 10 days for cancellation, but this is not something I can take responsibility for since Mazda would not get my car in for 3 weeks. I would like Mazda to accept some responsibility for the fact that I lost $2,000 for my down payment from my savings and $2527 for my warranty on a vehicle that I was sold under false pretenses in those 3 weeks. The fact that I left the dealership in literally tears with only hearing the words "all we can say is sorry," is unacceptable. I would like some sort of compensation for losing thousands of dollars on a vehicle that was sold to me where I was lead to believe it would have everything I needed but instead, didn't even have the basic necessities that every vehicle has. 

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