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:26/04/2023

  Type:Order 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.

  Hi,
  
  Good Noon. Initially we booked Mazda CX 3 GS on february 20,2020 for lease they gave quote and sent to bank for approval and the next day they called and said they made some mistake in the quote and that vehicle won't come for that price. so we decided to not to proceed and we asked for refund because it was out of our budget. so sales person Mohammed H. said come and meet manager to get refund so my husband and his friend came to location to get refund.
  
  on that day they discussed regarding the changes in the quote lets change the quote for finance and the director of finance said we will do whatever you need and don't cancel the deal. so we requested for the colour change and they mentioned about rust plan protection and price was not discussed for that feature and we didn't get any bill of sale on that day. i was dealing with safa one of your manager in finance and asked for quote she sent the quote and there was some corrections so i asked her we need different colour and removal of rust plan protection as price was too high . Now today morning she sent email saying that it was not possible and it was not not discussed on that day with my husband and his friend. This not we asked for and so we need our refund back $1000 and don't want to proceed further. Please do some something in this scenario and we fed up with this deal. as per refund policy no where mentioned as deposit non refundable. i was not able to report that time i was pregnant and i moved to different province and my doctor told me not to take stress during my pregnancy as health condition was bad. can you please help me with the refund that i paid as i never bought any vehicle from you guys.
  
  Thanks,
  *******

  Business Response

  Date: 13/06/2023

  Good Afternoon,

  We have tried to contact the customer on several occasions but never got a response back from them till this complaint , rest assured we will take care of it.
  

  Thanks

   

  Customer Answer

  Date: 17/07/2023

  It’s almost more than 3 weeks Erin mills Mazda said they sent a cheque still haven’t received it.
  
  Can you please give me an update?

  **Update**
  

  I contacted the courier company regarding the cheque they said it was sent back to the Erin mills Mazda back because the courier company never contacted me for delivery at all and Erin mills Mazda never sent the tracking initially after two three weeks later I inquired about tracking them they sent by that time courier company sent back the cheque to the office. I sent an email reg the resend of the cheque never got any reply.
  
  Thanks,
  ****** ****

  Business Response

  Date: 18/07/2023

  Hi,

  We had couriered her the cheque and the courier company did multiple tries but no one received it. We have sent the cheque again and have emailed the customer aswell. Customer acknowledged the email.

   

   

  Customer Answer

  Date: 19/07/2023

  I have received the cheque for my refund today. Thanks a lot for your help in resolving this issue.
  
  Thanks & Regards,
  ****** ****

• Initial Complaint

  Date:03/01/2023

  Type:Sales and Advertising 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 December 2 2017, I had purchased a Mazda CX5 2017 from this dealership. The Sales Associate at the time had tried to convince me to purchase their extended warranty called the Mazda Added Protection Plan. I had turned it down several times because I did not see the value in purchasing it. I had purchased these warranties with my past vehicles and never ended up using it. The Sales Person Paiman C. told me that if the warranty had not been used over the the 5 years that it covers my vehicle for, that I would be issued a refund for the amount I had paid for which was $2712 Taxes included. I decided to purchase it for this reason as I then believed that my money would not go to waste. 30 days ago I had contacted Paiman C. many times to get my refund issued since I had not used the warranty. When I was able to speak to him he told me that the warranty I had purchased was different and I was not entitled to the refund. I had then visited the dealership as per his request on Dec. 13. 2022 and all he did was photocopy my receipts and documents and explicitly told me that he would contact me in 24-48 hrs with some kind of resolution. He had not contacted me and I had been trying to get a hold of him at the dealership but with no success as he is always 'busy with a customer'. I had left several messages with the receptionist and he has not attempted to make contact since my in-person vist on the 13th of December. I would not have purchased this extended warranty if I hadnt been told that it was fully refundable if not used.

  Business Response

  Date: 05/01/2023

  Good Evening,
  
  Thanks for reaching out to Erin
  Mills Mazda concerning Mr. **** ** * *****. I understand his concern about a
  refund for his warranty. Please take a look at the attached BOS, Mr.**** at the
  time didn’t Opt in to buy the warranty that comes with refund policy if not
  used. I am sure this option was discussed and he has both warranties mixed up.
  Cost is different for both type of warranties and at the time of purchase
  Mr.**** decided to go with the other option which doesn’t have an option for
  refund.  As per the *** he choose the
  warranty for $2400, whereas the warranty with money back option is for $3500.

   

  Regards