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:02/11/2025

  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.

  I leased a vehicle from Walser Polar Mazda on 12/03/2024. The paperwork was signed, the price was agreed upon, and the deal was finalized. The vehicle was delivered on 12/04/2024, and I assumed ownership under the Conditional Delivery Agreement. This agreement expired no later than 12/17/2024, as lease financing through Mazda ****************** was finalized.On 01/13/2024, I contacted the dealer because my temporary Minnesota plates had expired, and I needed to follow up on my Iowa plates. On 01/23/2024, I was informed that there was an issue with the titling company, which they were working to resolve. Then, on 01/29/2024, I was advised that there was a pricing discrepancy with my registrationthe amount due by Walser was higher than expected.On 01/30/2024nearly two months after I assumed ownershipWalser contacted me, demanding an additional $134.71 for the registration, beyond what was stipulated in the lease documents. They cited a software error on their end that resulted in miscalculations. They further stated that if I did not pay for their mistake, they would withhold my license plates.I reached out to ****************** America, who confirmed that Walsers actions were improper but stated they were powerless to intervene. Mazda ****************** informed me that altering the registration amount would constitute a modification of the lease agreement, placing the lease in breach.Everyone involvedexcept Walseragrees that Walser should take responsibility for their error. I would like to resolve this matter without pursuing legal action or claiming breach of contract, but I need guidance on how best to proceed. I believe that the resolution should be Walser keep their side of the agreement, and if their pricing was wrong, then they absorb the incorrect balance.

  

  Business Response

  Date: 02/11/2025

  Walser sincerely apologizes to customer for this error and has reimbursed him for the $134.71.

• Initial Complaint

  Date:05/13/2024

  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 purchased a car from Walser Mazda in 2023. They did not disclose the car had been in a car accident. We contacted them shortly after purchasing the vehicle when we started noticing some issues with the car that showed it obviously had been in one. We brought it in once to fix a panel where rags had been placed. We talked to them multiple times about a window issue (window will roll down but not roll up easily). We were instructed to bring the car to them since this had been an issue since purchase. We were not told of a timeline at which point we would not be able to have this covered anymore. We finally brought it in (I am in school and anesthesia clinicals which requires very long hours in the OR outside the twin cities each week so my schedule has been challenging to get to Mazda). These past two weeks I finally got on getting the window taken care - I called them, determined it would take two days and to bring it to Mazda, NOT **** to ensure it was covered 100%. I brought it in on May 4th at 8:30am. They did not look at it until Monday morning. Between my husband and I, we have made multiple phones to try and get the car fixed and to pick it up. It still is not fixed. They did not order the parts, even after my husband physically went to the store to request they move forward with the repair. Originally, we were told it would be covered 100%. Then we were told we would be charged $270 for the repair. Now we are being told it will be over $500 to repair and that it may be done by early next week. This is not the experience we signed up for.

  

  Business Response

  Date: 05/13/2024

  Walser apologizes to ************ for the issues she has encountered with this vehicle.  The parts arrived to Walser recently and the repair has been completed at no cost to the customer.