Complaints

This profile includes complaints for Green Lincoln, Mercury, Mazda's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Green Lincoln, Mercury, Mazda

  3760 6th Street Hwy W Springfield, IL 62703-4788

• 

  Green Lincoln, Mercury, Mazda

  PO Box 13315 Springfield, IL 62791-3315

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:03/13/2025

  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.

  In September of 2024 I purchased a vehicle from Green Mazda in Springfield, IL. At the end of January 2025 I had the vehicle sent in for repairs. About a week later I went to pick it up and noticed almost immediately that the vehicle was not repaired and was almost inoperable. I left the vehicle at the dealership. Several days later, I received a call that they would have to transport it to Green Volkswagen for further diagnostics. About two weeks passed with no communication as to the status of my vehicle. I called on at least two separate occasions and was given the run around and finger pointing from both locations. It was not until last week on a "pop up" that any answer was given to the status. As of the writing of this complaint, no further communication has been had. It has been about 45 days since my vehicle was originally sent and seen by the dealership. In addition to the desired settlement listed below, I would like to see the company assist with the provision of a loaner vehicle or the transfer of title to another vehicle of similar style/class/price if the repair can not be made in a timely fashion.

  Business Response

  Date: 03/14/2025

  Mr ***** had his vehicle brought to Mazda (it is a Volkswagen). As a courtesy we attempted to resolve his issue, as Volkswagen is currently far out for new incoming jobs. Many repair process follow a flow chart (example: for this code failure first perform x, if unsuccessful move to pine tell and perform y). 
  

  We performed the first repair manual advisement, and it seemed to alleviate the issue. Upon ignition cycle the issue persisted. The next phase must be completed by a Volkswagen dealership. As a courtesy (not our obligation) we paid for the vehicle to be towed to Volkswagen and told Mr *****. 
  

  from this point it is the customers and the servicing dealers responsibility to communicate regarding the status and progress of the vehicle. The customer knew it was there. We were no longer the dealership servicing the customers vehicle. 
  

  from the beginning we could have told Mr ***** we ere unable to assist and that he would have to go to Volkswagen. In effort to do as much as possible for the customer to avoid potentially unnecessary extensive wait time  we did this. He then became unsatisfied with Volkswagens urgency in getting his vehicle in the shop, and their inability as the servicing facility that possesses his vehicle to provide him a loaner vehicle. He then started filing complaints and bad reviews against our dealership (Green Mazda) although the bulk of his issue (regarding time and replacement transportation being unavailable where he was waiting on his vehicle) was not with our dealership or our service facility.

  We attempted to concierge this and help this customer so we didn’t refer him away right off the bat, and all it got us was bad reviews and complaints. We even paid his Tow bill when it’s not our responsibility, and the car had been down the road problem free for a very extended period of time. Mr ***** even states he had a great sales experience!!!  Lesson learned to avoid this by telling the customer we cannot assist from the get go. Sometimes trying to be helpful does nothing but get you this in return.

  Customer Answer

  Date: 03/17/2025

  Prior to responding to the response of the business, I would like to make it clear that the company called me Friday afternoon (3/14/25) to refund me my deductible of $250 for the warranty repair that was initially done but did not ultimately solve the issue. When I purchased the vehicle, a warranty was purchased to protect against vehicle malfunctions such as this. I believe the company was obligated to fix the issue (as they did initially) as this is the dealer that I purchased the vehicle from along with the warranty. They did send my vehicle to Green Volkswagen but after that, there was zero communication as to the status of my vehicle for two weeks. Upon making two calls (one to each location), neither location informed me of the status of my vehicle. This is the primary issue at hand. The company failed to communicate and it showed on both sides as excuses and deflecting was evident. The company has the right to be upset, but it took me posting a BBB review to elicit any response of substance. Thank you for attention to this matter.  

• Initial Complaint

  Date:01/07/2025

  Type:Product 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.

  On 10/22/2024, I bought a 2019 Jeep renegade from green Mazda. On 10/31/2024, a water leak started which caused damage to the radio. Which I now also believe that there’s also water damage in the speedometer as well. I immediately informed my salesman of the issue. I brought it in a few days later and they referred me to a place in Springfield to have the windshield looked at. The place told me that I would need to make an appointment and leave it there to have it looked out. Unfortunately, I live in Decatur and that is hard for me to do. After a few failed attempts to have it looked at on my end. I requested to a loaner, so I could get back and forth because of work. The last time I heard from anyone was on 12/28/2024. The person I bought my car from informed me that he emailed the GM and GSM and that’s everything he could do. I tried messaging him as well as calling the GM today, 1/7/2025. No one has responded and nothing has come out of any of this.

  Business Response

  Date: 01/08/2025

  The sales person was told on 12/30/24 exactly what to do to rectify the customers issue. This customer has a right to be upset. The sales person never followed through. We have apologized to the customer and have made arrangements with the customer to get them a loaner and get the issue resolved concerning the water leak in the vehicle that she purchased. We do better than this, and this was disappointing to read. -***** / General Manager

  Customer Answer

  Date: 01/14/2025

   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.

• Initial Complaint

  Date:08/06/2024

  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.

  I recently purchased 2024 CX-50 from this dealership May 2024. During the process of purchasing this vehicle three warranties were added to my contract without my knowledge and authorization. A letter was sent to my address notifying me of all warranties that were added by my finance company ***** ********* ********. I called Green Lincoln Mazda and initially spoke with ********* ***** who is the finance manager and he stated he was not aware of what was added and mentioned “structured loan”. ********* advised me that he would have ****** **** (sales manager) contact me as he was the one who completed the loan paperwork adding warranties himself. I later received a call from ****** who told me that he added said warranties because without them the loan would not have been able to go through. He proceeded to argue with me while refusing to refund the warranties. I called ***** ********* ******* to inquire about what ****** advised me of about the loan and spoke with a representative who advised me that the information he stated about the loan not going through was false. The company then refunded back to my loan 4200.00 of one of the warranties they service which Green Lincoln Mazda added without my permission back to my loan (prepaid maintenance warranty). I have contacted the other third party warranty servicer named IA Warranty who informed me that I CAN cancel my warranties at anytime. Per the request of IA warranty I put the request in writing so that the warranty company could assist me in collecting my refund from Green Lincoln Mazda. I was told to follow up with the business office not the sales manager, which I attempted to do however the contact person ****** ********* continued forwarding my messages to ****** ****. ****** then contacted me for a second time and stated “you can tell the warranty company that we will not be responding to the written request because you will NOT be getting a refund”.

  Business Response

  Date: 08/07/2024

  The customer was well aware of the details of their transactions. Safeguards are put in place for ourselves and our customers to ensure all sided acknowledgement of all purchases, and charges regarding a transaction. We are extensive in this nature as we operate in a contract environment, where we take additional steps to avoid any possible misunderstanding. Our bill of sale has many more signatures than what is required (4 signatures), the finance contract has two, and every additional product purchased has its own individual sheet of paper outlining what was purchased, for how much it was purchased, and exactly what it provides. To claim complete ignorance, and accuse our business of such practices is shameful. I have to think that the customer is dissatisfied for some other reason, and that has led to an exaggeration of circumstances and fabrication of what transpired. Warranty products are cancellable. We are happy to refund any cancellable products if she has changed her mind after purchasing them. It's rare but we do understand buyers remorse, and even if no party does wrong it can happen with large purchases - at times they feel like they shouldn't have altogether, or shouldn't have spent what they did etc.

  However, we do make clear that retaliatory fallacy will not bully or intimidate our place of business, and more actions such as these will not yield progress. As the General Manager, I have not had any correspondence from Ms **** regarding this matter. I will reach out to her to get to the root of this issue and see how I can help her in any way. Thank you.

• Initial Complaint

  Date:03/22/2024

  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 March 14 I went to look at a vehicle and ended up being. Putting down $400 Sent home with a different one. Only paying half the down payment. The next day they came and took the vehicle from me at my work with all my belongings inside. I gave them 120$ more dollars. Now we are at 520$ and I still don't have the car. Two days later when I find out the loan don't go through nor do I have the car I asked about the return of my down payment. They tell me I don't get it. I've been in there everyday now and they won't give me bak the down payment. There is no reason for them to keep my money. I don't have the car and there is no loan in place. I need that to get a car from somewhere. They weren't helpful they put me in a bigger hole.

  Business Response

  Date: 03/25/2024

  The customer in unfortunately not telling the truth about many facets of this interaction. There was never a switch in vehicles at all. The customer bought a vehicle and said the bank is closed and they need to come back with the down payment. They never returned. Upon messaging the customer - she continued making failed promises on several occasions as to when she would return with the money for the car she financed. She never returned. We had the vehicle recovered for failure to pay.

  She then came in and has been making payments, and insisted we give her the car back and waive the amount due. We refused this and told her this is not an option and that she has to pay for what she bought or else she cannot take it. If she chooses not to take the vehicle - she will be responsible for the bill associated with recovering the vehicle after she knowingly took it and never returned, thinking she could dodge us on the money owed to complete the terms of the purchase agreement. She's fortunate we didn't prosecute her for theft. 

  Customer Answer

  Date: 03/25/2024

   I am rejecting this response because:
  
  
  That's not what happen. In the beginning they said they wanted 800$ and I gave them 400. ***** said come back tomorrow with the rest. I left with the car. The next day I said I would be there with some more money. I work right across the street. I had an emergency and didn't go over there but messaged and told them. They following day they came to my work and took the vehicle with all my personal belongings. After work I went over there and asked what the deal was and he said if I gave more money I could leave in the car. I gave them my last 120$. I gave it to them and still didn't leave with the car. They wanted me to call the bank sayn they gave me the car and I put 6000$ down and which I didn't. So I called the bank and told them I didn't have the car and I didn't put that amount down. So now I don't have the car nor the loan. They rushed to put me thru the system so he could get his money. The bank said they should not have lied about that. So she didn't put the loan through! In a total of 5 days I was out the 520 and the 239 for insurance.. I see that there is no reason to keep my money. It's completely uncalled for. I want my money so I can purchase a car. They are being hateful and belittling me. I never would have expected 

• Initial Complaint

  Date:03/30/2023

  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.

  The dealership sent me a letter saying they would pay off my current car loan up to $21000 when trading it in. This is in the letter they sent, and a hand written post it note. When i got there, they offered $3000-$4000 less than what i owed. They said the letter only meant that they would write the check, and any difference in what they were offering and what i owed would have to be rolled over into a new loan for the new car. They are also showing internet discount prices, and not willing to sell me the car at that internet discount. They said that if they sell it at that price, then they would have to lower the offer on my trade in. I have the letter they sent, one of the offers, and pictures of the internet sale price's.

  Business Response

  Date: 03/31/2023

  The customer is unfortunately manipulating the circumstances. The letter clearly states that we will pay off the loan balance. It does not state that trade value will equal payoff of loan balance. In fact it clearly states the value could be UP TO the loans payoff amount on the "this is not a check" portion at the bottom of the letter. The customer was manipulating the terms of the offer in order to try and get something that was not promised. We clarified this up front and they became upset and tried to intimidate us into given them monetary value they are not due to receive.  Additionally, the disclosure transparently provided on the letter states it is valid on certain circumstances - one to specifically note is where it clearly states "negative equity may need to be paid for with an additional down payment". Also noting where it states "credit is available for the purchase or refinances of a 2009 model year or newer with a maximum mileage not to exceed 85,000."  Also please read the sticky note the clearly reads "we'll payoff your balance". not at all stating it is a trade in valuation but an offer to payoff the off loan. The listings the customer was interested in did not meet the criteria. We strive to disclose as much as possible on the offers to prevent situations like this as shown in our pictures. When you disclose to be transparent, a customer such as this one will say "the fine print etc", but then if you don't disclose you're a bad guy. It's unfortunate that this customer couldn't understand this promotional offer as we have not had much of a problem and it was a sale many new and existing customers took advantage of.