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:04/12/2025

  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 2024 Mazda CX-90 PHEV in for an oil change on 12 April 25. I was informed there is a known issue with CX-90 radiators and that mine needs to be replaced. Unfortunately the parts are on back order until July 2025. This is now the second time the dealership will have my vehicle for multiple weeks. The first time was the day I bought the vehicle and I had to bring it back due to issues with the hybrid system.This time the dealer offered me a CX-30 loaner, which in no way accommodates my families needs, which is why we paid for the top of the line CX-90. They then provided a CX-90 non-PHEV, which appears to be a base model without equivalent options and safety features and requires me to pay more for fuel. I was then told I cant leave the state with the vehicle and I cant transport my service dog in the vehicle without approval.The good news, ******** recently expanded their Lemon Laws to allow claims for two years form date of purchase or 24K miles. Additionally they reduced the amount of days a vehicle needs to be out of service for a claim from 30 business days to 24.More good news, the dealer providing a loaner, regardless if it is subpar or not, does not negate the Lemon Law ******** will take time for my written notification to reach the manufacturer and that is all the time I will give the dealership to remedy the issue.

  

  Business Response

  Date: 04/18/2025

  We certainly understand the frustration. At a Mazda store we have become used to being able to get parts easily if we have to fix a problem so we are not excited about having to wait until July for anything either. As my service manager and you have discussed, after talking with Mazda, these parts look to be coming in sooner rather than later even with them quoting us the possibility of a few weeks. If we could get them sooner for Mazda's warranty we would. As far as loaner cars go, these are on a first come first serve, what is available basis. We do not have one of every make, shape, and package, but do the best we can with availability to make our customers comfortable. If something comes back with more equipment we will certainly change it out for you, even with the possibility of a couple going in this next week that could have a few more bells and whistles. If that's the case we will certainly get you into one of those cars. We keep these vehicles in the state due to insurance purposes and also some people in the past have misused loaners and used them as a way to take them on vacation and keep miles off of their own vehicles. This is part of the reason for certain rules to be in place. We want our customers to be able to do their day to day lives and shouldn't be to disrupted because we are all waiting for parts to show. With any lemon law claims, that is between Mazda and you and we do whatever we can to help both sides if something like that comes up to make sure of smooth process. We can look at trading into a new car if you would like if that helps as well as we have informed Mazda of your issues too hoping this may speed along the process.

• Initial Complaint

  Date:02/07/2025

  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 bought a used 2008 jeep wrangler vin number ****************** in September of 2024 After having the vehicle for about 1 month it would not pass emissions. I took the vehicle back to the dealership and after having it for a month I was told that they were going to swap the motor. It took until 02/06/2025 for them to get the vehicle back to me with a different motor. It now has a very violent wobble and several oil leaks including radiator leak or leaks that were not previously an issue. The dealership said on the phone today that it was their job to get it to pass emissions and thats it and that any other issues are not their problem This is my only mode of transportation and I would either like a full refund on the vehicle or a ****** reduction in price for the added mechanical issues and poor mechanical work performed that is going to cost me an unknown amount to fix. Thank you for your time. Sincerely ***** **************

  

  Business Response

  Date: 02/07/2025

  I understand your frustrations. You bought an As-Is Lifted Jeep that we replaced an engine in at no additional cost to you to make sure that the vehicle passed emissions. If there are oil leaks, or leaks from the radiator, due to the engine swap we will repair these to make sure that the job was done right. The vehicle you purchased again was As-Is but we can look at the 'wobble' you reference and see what is causing it.  This should have nothing to do with the work on the engine, but if we find the cause to be something that happened from that repair, we will fix it. Since it is your only form of transportation, we can also look into trading you into something that may have a warranty on it, lower miles, and is not lifted if that can help. We will reach out to take a look at these leaks.

  Customer Answer

  Date: 02/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
   Thank you I appreciate your candor. I would like to keep the jeep and have the oil and radiator leaks looked at and repaired and if possible identify the cause of the new wobble. If it is a tie rod arm or something of the nature that was not caused by the motor swap I will take care of it myself.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 03/03/2025

  [[BBB transcription via duplicate complaint; see attachment]]

   

  Problem:
  I purchased a used 2008 jeep wrangler around September of 2024 from *** Penkhus *****************************************************. After just a few short weeks I took it to get emissions and it would not pass. The dealer told me to bring it back so that they could determine the cause and they ended up having to swap the motor. I finally received it back in early February of 2025 but it was leaking fluid everywhere. I told them when I took it back AGAIN to check the transmission fluid because that was one location I saw leaks coming from and was likely caused by the motor swap. I know this because it wasnt leaking when I originally test drove it, nor before I took it the first time. They completely ignored my request to check the transmission fluid and instead just swapped my radiator which wasnt necessarily the problem. My jeep is running horribly since I got it back this second time and they have told me that if I want any work done on it they are going to charge me. These new issues are not my fault. They continue to ignore their responsibilities shown by their love of money over commitment towards customer satisfaction. I am holding up to my end of paying on my jeep as did the bank who loaned me the money. It is a lot of money for the make, model and year of this jeep and I just want them to be HONEST!
  
  
  Desired Resolution:
  Finish the Job

  

  Business Response

  Date: 03/17/2025

  [[BBB transcription via email]]

   

  We have been in direct contact, pretty consistently with the customer. This was an AS-IS vehicle that when found it didn't pass the emissions in his area (after he had driven the vehicle for two months), we replaced the engine on. He then had new complaints on issues that existed when he purchased the vehicle. We did take care of a couple of those, emissioned the vehicle, and helped him get the extension on his temp tag until he can get his plates. Anything further, we have informed him, he may want to trade the vehicle for something newer. Yesterday he told my sales manager that he is happy.

  Customer Answer

  Date: 03/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/31/2023

  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.

  We purchased a used vehicle from *******************, the check engine light was on and we were told that it was just a spark plug issue. The vehicle has been in the shop for over a month and actually needs an entirely new engine. This dealership was not transparent with the issue of the vehicle and lied to **. They also have not communicated regularly with ** about the vehicles status and have not tried to rectify the issue. No dealership should lie to consumers and sell a vehicle under false pretenses.

  

  Business Response

  Date: 05/31/2023

  After speaking with the team at the Mazda Powers location it appears that the vehicle did in fact need an engine which is being put in right now at *************** in ****************. The Mazda service department was under the impression that ***** was in communication with the customer since they were the ones working on the vehicle and the engine was being replaced under manufacture warranty. That said we could have done a better job communicating or at least checking to make sure there was in fact communication going on. ** the General Manager of Bob Penkhus Mazda at Powers said that he had been speaking with **** the owner of the ***** truck and has offered a few times to trade him out of the vehicle. Instead, **** said he would rather just stay with the ***** he purchased. Ultimately that is the best buy since it will now have a new engine in it from ***** with an updated warranty.

  
  ** has offered again this afternoon to trade them out of the vehicle and has sent them over 4 or 5 options to look at.

  Customer Answer

  Date: 06/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/04/2023

  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 vehicle from *** Penkhus in May 2021; however, it was unknown to me that I also purchased a Maintenace package with my vehicle which includes free oil changes and other maintenance benefits. Since I did not know that I purchased this, I have taken my car to other places to get serviced. I have been paying out of pocket for services that were covered by my plan. If I had known I purchased this, I would have gone to Mazda 100% of the time. Nonetheless, I have also taken my car to *** Penkhus (north and south location) during this timeframe and I was charged for oil changes and maintenance services when it should have been covered under my maintenance package. I discovered this during my most recent service on 3/23/23 when the service tech looked up my account and told me I had this service package.I have sent a few emails and have called the company asking for them to review my services over the last two years to see how much money I've spent at their company on oil changes and other maintenance services that I paid for out of pocket that should have been covered under my plan. I know that I went there at least once in October 2022, but wanted them to check in case I missed anything else. I have also asked that I be refunded for the services I paid for out of pocket or have a credit applied to my account so I can use on future services. Unfortunately, nobody has contacted me back. I sent a text to ****** at *** Penkhus on 3/24/23 that he never responded to. I sent him an email on 3/25/23 that he did respond to; he stated that he forwarded my message to his service manager and that he was working with the accounting department to assist me further. I did not hear anything back after that, so I sent a follow up email on 3/28/23 asking for someone to call me. Nobody responded to that message. Lastly, I contacted *** Penkhus today and left a voicemail for the service manager and nobody has returned my call.

  

  Business Response

  Date: 04/07/2023

  After reviewing everything and speaking with everyone involved, we have reached out to the customer and fully explained everything they have purchased as well as discussed the situation entirely. They were thankful for the time and effort in doing that. We have also processed a check request to honor the refund they have requested. 

   

  Customer Answer

  Date: 04/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/01/2023

  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.

  this company sold me a vehicle that I have had nothing but problems with also they owe me money on a warranty refund. the finance manager purposely kept my documentation and did not file my warranty refund. his Name is ***********************. Also the Manager of this company *************************** told me he would take care of this matter and has failed to do so I am going to seek legal council if the BBB can not help me. Looking for advise on what steps i should take before spending money on a lawyer.

  

  Business Response

  Date: 03/08/2023

  Products have been cancelled and the check to the customer has been sent out. Customer should have funds.

   

  Thanks

   

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

  General Manager

  Bob Penkhus Mazda at Powers

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19522514
  
  I am rejecting this response because: 

   

  the customer sold me a vehicle that has become a lemon and i would like an aditional $750 for time that has been spent trying to fix it im going to have to trafe it in.  If i need to get a lawyer i will do so. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/09/2023

  After reviewing all the information on this situation, we have done what is required in cancelling the products requested and back dating it to the original date of request ensuring you got the full refund requested. As for the additional money requested unfortunately we are declining that.

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19522514
  
  I am rejecting this response because:

   

  This dealership sold me a car that had a blown transmission then had my car for 3 months.  I was given a loaner that only got 18 mpg and then when I got the car back a piece of the transmission fell out of the car.  This dealership is well below satisfactory n for all the time they wasted I feel like I should be compensated for.  

   

  Do I need to get a lawyer and start the lemon law process I have been told by a lawyer already I do have a case and ******************* has been know for this in the past. 

   

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