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Business Profile

New Car Dealers

Foothills Lincoln Mazda

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/23/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    Their first mistake was sending our car Title to the wrong address. We were about to move back to ***** at that time, so we had to pay for a Quick Title Replacement, which costed us $87.75. They agreed they would reimburse us for that since it was their mistake but they weren't able to get a check together in time before we left town. We opened a PO Box when we settled in *****. They kept saying they mailed the check and it never arrived. Every time I followed up with them they had a new excuse. It's been 8 weeks and they still haven't sent a refund.

    Business Response

    Date: 09/24/2024

    Good morning.

    When the client purchased the vehicle they used a Spokane address, so the title that was sent to the wrong address was from the ******************* since they hadn't contacted them as to their change of address.  The admin department had received a request on 8/22 to reimburse the client.  Unfortunately the employee that could complete this task was out of the office and this request was not followed through by his manager.  When he returned the check was issued 9/4, but when the check came back he had found that the address had not been updated in the system.  He has since rewritten the check and mailed it to their PO Box in ***** on 9/17.  I've attached the corresponding documentation.  Granted, we recognize that we should have double checked the address the refund was being sent to originally - but the new check has been issued and mailed last Tuesday.

    Customer Answer

    Date: 09/26/2024

     
    Complaint: 22326728

    I am rejecting this response because:

     

    As of 9/26 I still have not received the refund check. They claimed that on 9/17 they sent it via priority mail and that it should arrive in 2 days. Here we are 9/26 and it still hasn't arrived. There has been multiple other times they claimed to have sent it and never did so I still don't believe them. They tried to tell me they were unable to give me tracking info since it was being sent to a PO box, which is factually untrue. They are also incorrect about the initial address the title was sent to. They are trying to blame it on us when we made it VERY CLEAR to them to have it sent to a PO Box we had in Spokane at the time since the physical address we were staying at was a short term rental that we did not have access to the mail.

    Sincerely,

    ****** *****

    Business Response

    Date: 10/01/2024

    I am glad to see that the check cleared our bank yesterday. 

    I appreciate you bringing this to my attention.

     

    Customer Answer

    Date: 10/01/2024

     
    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:08/12/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 year, my son goes to this dealership and finds the car he has decided he wants, period (19 year old and first car). It is also just a couple years old with low mileage for about 12K. Nice looking, clean and had options. He had just gotten an inheritance from his grandma and paid cash with a basic warranty. His issue came about while driving home from work on Division St neare the Spokane river. While driving in the car right lane the car suddenly cuts out and dies. Fortunately we put him on our AAA and after nearly being rear-ended they come tow the car to my house where it sits while we make call after call to the dealership. After he gave up I started calling This time I managed to make contact with the salesman who I was informed was the manager. After speaking with me he says he will talk to *************** and get back to us. He had bouth our numbers and never returned a call to either of us. When I finally went to the dealership in person I was told he would not be back for most of a week so I left. I came back once he should have been back and was told he was not working a week later nobody seemed to know who he was.

    Business Response

    Date: 08/14/2023

    I am trying to locate the information of this customer but I'm not finding him in our system.  I looked under *********************, and Crew.  If you could reach out to the client as I don't show anyone with that name purchasing a vehicle at our dealership.

  • Initial Complaint

    Date:12/01/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    They were completely and extremely rude to start off with and more importantly than that there is a warranty issue with my Lincoln Navigator they are trying to scam me by saying there's nothing wrong with my navigator because they know I'm only ***** miles left on my ****** mile warranty so they are waiting for me to go over my ****** miles so they can rip me off. I know for a fact my check engine light was on and now they're trying to charge me four or $500 somewhere in there for a simple oil change saying that it's all diagnostics and they're diagnostics found nothing this business is a horrible company to deal with they are shady and I believe criminal.

    Business Response

    Date: 12/02/2022

    Our Service Manager, *******************************, has looked into this repair.  The only charge we are requesting from the customer is for the oil change which is $76.25.  Within the guidelines of the TSB's of Lincoln, which the customer is referring to there are no warranty concerns with his vehicle at this time.  The largest issue is that the oil was very dirty, and the filter was not a **** Factory filter.  The last record on file for the vehicle discussed, that we could find was ****** miles ago.  

  • Initial Complaint

    Date:08/15/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 dealership's service department would not honor Mazda's Lifetime warranty on brake pads and shoes. When I called the service department they didn't know anything about the warranty and said I would have to pay for the brakes to be serviced. I called Mazda's customer ********************** phone number and they confirmed I have a should have a lifetime warranty on brake pads and shoes. Mazda customer ********************** called the dealership and was told that since I had the oil changes and other routine maintenance done elsewhere the warranty was voided. Because they had no maintenance history and could't prove that the (factory installed) brakes was done by an authorized Mazda dealer.

    Business Response

    Date: 08/24/2022

    ******************* our Mazda General Manager has been in contact with **************** and is also working with Mazda directly on getting our customers concern resolved.  We ask for a few day extension to complete this response for the complaint.

    Customer Answer

    Date: 08/28/2022

    Complaint: 17718589

    I am rejecting this response because:

    The amount of savings from getting the brakes replaced under warranty vs the amount of time invested to do so, just isnt there. I will therefore reject the request for additional time and will get my brakes replaced at a different repair shop. For further reference I have researched the Mazdas brake warranty and have communicated with the general manager that the Mazdas website states: ALL Genuine Mazda and Value Products by Mazda Brake Pads and Shoes Come with a **************** Warranty,
    Warranty is ALWAYS valid if installation was done by an authorized Mazda dealer. I purchased the car new, the brakes were installed by the dealerships dealer (a.k.a. the factory). Upon purchase, your authorized Mazda dealer will provide you with a service repair order, which is considered PROOF OF PURCHASE under the terms of the warranty. The first phone call I made to the dealership regarding my brakes the service technician told me that they have never heard of any brake warranty. The general manager has on numerous occasions stated that hes been working at the dealership for 30 years and never heard of the warranty. I informed the general manager that the internet archives has a cached copy of the Mazdas website and brake warranty page from May 2008. The warranty information remains unchanged since then. I further recommended to the general manager that since nobody at the dealership was aware of the warranty there are probably other customers who are / were covered. They probably should go through their service records and identify all customers who have had Mazda brakes replaced since 2008, if they were original owners of the brakes they may have been overcharged. The general manager was dismissive of that idea. Either way getting my brakes replaced under warranty is no longer worth the hassle, I will be getting them replaced at another repair shop and this complaint is still remains unresolved as they are unwilling to cover the warranty in a timely fashion.


    Mazdas Brake Warranty:
    https://www.mazdausa.com/owners/warranty


    Mazdas Brake Warranty (May 29, 2008)
    https://web.archive.org/web/20080529043721/http://www.mazdausa.com:80/MusaWeb/displayPage.action?pageParameter=ownersWarranty

    Sincerely,

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

    Business Response

    Date: 09/07/2022

    We believe that we tried helping **************** by paying for the brake pads as the replacement brake pads offer a lifetime warranty, and not the original pads.  Unfortunately this was not sufficient for the client.  We are sorry that **************** did not find this acceptable.  

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