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:11/09/2023

  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.

  My husband and I traded in our vehicle and bought another one at Hello Mazda Temecula on 07/22/2023. We have had several problems with our purchase. Today is 11/09/2023 and we have not received the vehicle registration for the new vehicle. We have called them several times and they just apologized but did not say what was going on. Also we have received a letter from the vehicle we traded in like it is still under my husbands name with 3 violations. We called the selling dealer as well and have not received any response.

  Business Response

  Date: 11/14/2023

  After speaking with the customer, they needed to provide proof to the CA Toll Roads that they do not own the vehicle they traded in. I instructed them to send them the NOTICE OF RELEASE OF LIABILITY that they signed when the transaction was made on 7/22/2023. The other issue they had was registration of the new vehicle they purchased. The car was registered on 7/22/2023 to ***** and her husband. The CA DMV has yet to send them the Registration Card. This is something that we are looking into at the moment. I cam in contact with ***** to help resolve this. 

  Customer Answer

  Date: 11/15/2023

   I am rejecting this response because:
  
  I Spoke to the General Manager, ***********************. He was blaming the postal service, the **** everyone except themselves. I had to go to the *** myself to find out what was going on. Turns out the paperwork they submitted was wrong and the *** rejected everything. Now I no longer have a valid permit, and yet I am still waiting for their response because everytime I call they just say they will investigate and they never give me an update. I also had to release liability on my previous vehicle myself because this is not the only violations I have received, which leads me to believe they never released my responsibility of that vehicle. I just think is pretty unfair what they are doing to us. We made the sacrifice to purchase a better vehicle and trusted them to do their part in providing legal documentation like every dealership should. We purchased this vehicle on 7/22 today is 11/15 and here we are waiting for our registration. It is very frustrating and I really dont recommend their services at all.  

  Business Response

  Date: 11/20/2023

  Upon further discussion with our *** rep here at the dealership, the issue lies when the car was bought out originally from the leasing company in 2021 by the previous owner, the paperwork was not done correctly. Our office is working with the *** to rectify this. I spoke with ********************* today and I let her know that I will keep her updated myself. She also knows that her registration is good unitl April of ****. We will remain in contact with each other.  

• Initial Complaint

  Date:06/08/2023

  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.

  Hello Mazda had possession of my vehicle from July 2, 2022 through August 2, 2022 for a few repairs. While they had my vehicle, it was damaged on the front bumper and some plastic pieces behind the bumper were broken. They stated they were not responsible for the damages as they perceived them to be preexisting damage repaired poorly. This is not true. Yes, my vehicle has had the bumper previously replaced (not repaired) with a
  new OEM part. The shop that did the work warranties their work for as long as I own the vehicle. Therefore I would have no reason to accuse the dealership of something they didn't do. As a result of their resistance, I filed an insurance claim. They are currently not cooperating with my insurance company's attempts to resolve this claim.

  Business Response

  Date: 06/14/2023

  We didn't damage this car. Customer had existing damage that had been painted over. As a goodwill gesture customer was offered a replacement bumper at no charge so she could have it painted & installed at the body shop of her choice. She declined this offer. Our offer is not an admission of fault but rather a gesture of goodwill. No further action will be taken at this time. 

  Customer Answer

  Date: 06/14/2023

   I am rejecting this response because:
  
  
  They did damage my vehicle.  I have video of my vehicle in their parking lot with no damage just before I pulled it into their service department. Yes, my vehicle had a previous repair/replacement of the front bumper back in 2019. That shop did a great job repairing my vehicle and also offers a lifetime warranty on materials and workmanship.  I have no reason to falsely accuse the dealership of something they did not do since the warranty would have covered the damage if the dealership's statement was true. The company I used to repair my vehicle back in 2019 was ********* ********* ** ********** *** The vehicle had not sustained any damage between the repair in 2019 and being dropped off at the service department at Hello Mazda. The damage absolutely occurred while it was in their possession.

  Business Response

  Date: 06/15/2023

  My previous offer still stands for the next 30-days. No further assistance will be offered.  

  Customer Answer

  Date: 06/16/2023

   I am rejecting this response because:
  
  
  I have attached a copy of the warranty from the only body shop that has ever done any work on my car (I know this to be true as I am the original owner of the vehicle). It clearly states that the workmanship is warrantied for as long as I own the vehicle. I cannot accept the bumper cover for the following reasons:

  The vehicle has already been repaired

  Accepting the part would have voided my warranty

  The shop that repairs my vehicle only accepts parts from select distributors and Hello Mazda is not one of those vendors. Therefore, they would not warranty any work done with the part

  I ask that you please take the right action and cooperate with the insurance investigation. If you truely believe that your dealership did not damage my vehicle, then you have nothing to lose, right? 
  

  Thank you,

  ******

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair 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.

  I purchased a new WRX on I believe 1/2/2022. I went home and one of my keys didn't work. The next day I was going to go back to have the key looked at and noticed on the tag it wasn't the key for my car. I called them and they said come down and I can swap keys. I did that. I got back home and checked my paperwork and the paperwork was for a different car than the car I was sold. It was frustrating because I bought this car with my partner so to get both of us back to sign paperwork was a pain BUT they came to the house with the paperwork and tried to accommodate. However when they came to the house they didn't have copies for me. I asked for copies. They said they will get me the copies as soon as they get back. It's a name brand dealership, why wouldn't I trust them? Well here we are 3 weeks later and I have absolutely zero paperwork on my new car. I called in today and asked to speak with the manager ****** and a lady who didn't say her name picked up the phone. When I asked to speak to Magali, she asked me for information I told her what my issue was and she put me on hold for about 9 minutes and did NOT get Magali, she instead told me they are sending my paperwork right now via email. Ok, fine. I check my email and it is JUST the sales contract. Where is the "limited lifetime warranty", where is the 4 complimentary services? Where is bill of sale? Where is FULL packet of paperwork I was supposed to get the night I bought my car? I called a 2nd time, spoke to the same lady, asked to speak to ****** and she said ok, hold on and instead transferred to some guy named JT. THATS NOT WHO I WANT TO TALK TO!!!! This is crazy. The night they screwed up on the paperwork when I left the dealer could have been a big problem, I could have been arrested having paperwork that didn't match the car. If I hadn't tried that 2nd key how long would it have gone before this problem was discovered? Where is my paperwork for my new car. I'm going to the DCA next! This isn't right.

  Business Response

  Date: 01/20/2023

  Good afternoon,

  
  

  The same day that **** contacted me to let me know his keys didn't match the vehicle he had purchased we send two salespeople to his house to re-sign all the paperwork and correct the honest mistake we made.  Unfortunately, the client advisor who was assisting **** during the purchase was new and wrote the wrong vehicle identification number (VIN) in all the forms and the Finance Department didn't catch the error.  We apologize for the inconvenience and try to accommodate his concerns right away.  Unfortunately, we didn't make copies of the paperwork since the transaction was outside of the dealership and we need it a scanner or copy machine, but we emailed all the paperwork to **** and his partner and he already has everything he needs.  

  
  

  Please don't hesitate to contact me if you need any additional information. You can reach me on my direct line at ###-###-####.

  
  

  Respectfully,

  
  

  ****** ******

  General Manager

  ###-###-####

  ***** DLR Drive

  ********, CA *****

  
  

• Initial Complaint

  Date:09/10/2022

  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.

  On August 9th 2022, I brought my SUV in for an oil change. After the oil change the sales person showed me a video of leaking coolant under my Mazda CX-9. I asked when it could be checked and they said the next available appointment was Sept 19th (over a month away), when they accepted the appointment for the oil change appointment within one day. Thinking the leak was a hose or at worse a radiator leak, I took the SUV to be diagnosed at a local repair shop. They told me it the leak was coming from inside the head. I brought it to a second shop who told me the same thing and it's a known problem at Mazda (see Mazda Technical Service Bulletin: https://www.tsbsearch.com/Mazda/01-013-21). I called the Mazda dealership again for an emergency repair and they still said it would be a month at the earliest. I opened a case at Mazda USA (case # 000***70) but Mazda didn't respond. The repair being done at the local shop is going to cost $6000. My vehicle has less than 100K miles at is a 2016. This is a manufacturers defect.

  Business Response

  Date: 09/13/2022

  Hello ***,

  
  
  

  I appreciate you bringing this to our attention. I understand your frustration. As with many shops we are experiencing a technician shortage. This has presented us with a few challenges as it relate to scheduling. We apologize for any inconvenience this may have caused. We take your comments seriously and appreciate the input.  Once again, I sincerely apologize for the
  inconvenience that this caused you and will take internal courses of action to
  make sure this doesn't happen again. Please feel free to reach out to us with
  any questions, comments or concerns you may have.

  Regards, 

  \**** ******

  Parts & service director

  Customer Answer

  Date: 09/15/2022

   I am rejecting this response because:  I'm sorry to hear you don't have enough qualified employees to provide good customer service.   The two shops I brought my Mazda CX-9 to, after yours, both got me in the same day.  They are both are within 2 miles of your dealership (tech shortage?)   Both told me is was not good to drive my car while it was leaking coolant and that this was a result of a manufacturers defect.   Your shop would have sent me on my way for a month (which would have potentially destroyed my engine) .  I asked Mazda for a loaner car , a request that was rejected since Mazda only gives out loaners to people who are in the process of getting a repair.   IMO customer service managers should look for reasons to make customers happy instead of making excuses.  
  
  
  
  

  Business Response

  Date: 09/16/2022

  We would not be 

• Initial Complaint

  Date:08/03/2022

  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.

  On July 14th 2022 I traded in my 2021 WRX for a 2022 WRX. In the negotiations a deal was made to take 1000$ less on the trade in to have the techs of Hello Subaru return my car to stock and return my parts to me. It has now been almost 3 weeks, with them not making any effort to communicate with me unless I am forced to reach out. Each time with a new excuse as to why I have not had parts returned to me. I installed the parts my self, I know how long this should take. We are beyond a $1000 dollar hit on a trade in for this lack luster service.

  Business Response

  Date: 08/05/2022

   The delay in the customer receiving their parts was due to a.) the customer not providing all the original equipment for the vehicle as was agreed upon. and b.) parts delays due to supply chain shortage. 

  
  

  We have contacted the customer. The parts are now all off the car, and the customer will be picking them up Saturday 8/6