Bob Baker Mazda

Bob Baker Mazda‘s goal has been and continues to be to resolve [redacted] ’s concernsAs defined in the previous response we went to great lengths to accomplish that goal, and were declined that opportunity As a final goodwill offer for what we determined to be a case of buyer’s remorse and not misrepresentation, we offered to unwind the transaction surrounding her [redacted] purchaseAs part of that unwind we requested a $restocking fee for her use and depreciation of the [redacted] *It was our understanding that the restocking fee wasn’t her concern with the offer, but rather that she didn’t want the [redacted] that she tradback, nor did she want a check for the higher than appraised travalue that she negotiated for that ***That offer was deemed unacceptable by [redacted] in that her demand for satisfaction evolved into not only unwinding her purchase of the [redacted] and giving her back all financial consideration surrounding that transaction, but also demanding the reversal of the transaction for her purchase of the [redacted] from a year prior to the [redacted] transaction, due to the fact that the ride quality of that [redacted] created physical discomfort for her I did not go into all of the details of the unwind offer in the previous response, due to the fact that I believed that [redacted] was aware of those details, and felt that a succinct response was appropriateAllow me to fill in those details in this response: As [redacted] defined, her trahad been resoldWhen it became apparent that giving her a check for her negotiated value of that trawas unacceptable, I offered to contact the buyer of her traand attempt to reverse that transaction to get her vehicle back to herAlthough not guaranteed, I felt there was a strong possibility that it could be accomplished, by offering that buyer a great value on something else [redacted] declined that offer and added the demand that we fundamentally also unwind her original purchase of that ***, which she had purchased new over a year agoThis was something we were not willing to considerAs [redacted] described, before we made the offer to get back her ***, we offered to explore the idea of finding her a different vehicle to satisfy her needs, either in our inventory or trying to find something we didn’t currently ownAfter assessing her list of vehicle characteristic demands and attempting to work with her toward that goal, we determined that the combination of her financial, reliability, crash ratings, and storage space requirements in a vehicle, was not achievableIn fact, the [redacted] we had sold her seemed to us to be the best option surrounding those needsIn addition, our best effort was continually met with [redacted] ’s verbal degradation of our intentions as well as slandering the professionalism of our staffThus, we ended that effort and reverted to the unwind option on the [redacted] *Lastly, we did give [redacted] a time ultimatum to make a decision, as time was of the essence for a number of reasonsWhen [redacted] had objected due to needing time for a medical procedure, we left the unwind option of the [redacted] open until we communicated after that procedure, and she still declined The only option left available at this point would be to still allow an unwind from the [redacted] purchase under similar terms to those originally offered to Miss [redacted] We would still not be willing to unwind the [redacted] from over a year agoIn addition, it is much too late to now attempt get back her trafrom that buyerHowever, we would still be willing to pay her the $19,value that she negotiated for that trade-in, as part of an unwind transactionThe main adjustment that would be needed from the original unwind offer, would be that the restocking fee for taking back the [redacted] would now be significantly higher, due to the time and use that has passed since that purchaseIf [redacted] is now interested in this similar offer, we would need to inspect the [redacted] to determine how much that fee would beWe can leave this option open for her to explore until the end of this month (of June)

The following is a brief summary of our service history for [redacted] ***.? Customer:? [redacted] ***Vehicle:? CX-Signature, [redacted] , Purchased [redacted] ***Service Visits:? One service visit on 2/9/17, RO# [redacted] Customer has lodged two complaints with the Better Business Bureau regarding this one service visit.? Summary of Service Visit:? Customer made a service appointment for his complimentary first oil change and a tire rotation fo*? [redacted] ? [redacted] .? It was to be a “drop-off” to be completed by? 5:00PM.? At the time of write up, he informed us that he would be waiting for the vehicle, declined the tire rotation and added two intermittent concerns that needed to be diagnosed and/or repaired.? He also requested a complimentary car wash.? The repair order was opened at? 10:55AM.The service advisor, [redacted] provided a completion time of? 12:30PM [redacted] said he would wait in the customer lounge.? ? The two additional concerns were:1.? ? ? ? ? ? ? Customer states, ”Infotainment screen will sometimes freeze and not turn on.”2.? ? ? ? ? ? ? Customer states, “Outside temperature gauge is inaccurate; normally always reads high.”The service advisor, as is our customary procedure, read back both of the concerns, as entered on the repair order, to [redacted] to confirm that they accurately reflected his concerns.? ? For the first concern, we found a factory software update available to correct the intermittent screen freezes, performed the update and documented it on the repair order in the technician comments.? For the second concern, we found the temperature gauge to be operating normally and the technician noted that the minor variance was within specifications.? The vehicle was completed at? 12:11PM? and the service advisor went to the customer lounge to inform the customer.? The customer had left the area so the advisor called him on his cell phone, informed him that the service work was completed and that the car was going in to be washed.? The customer said he would not be back for “a half-hour to an hour”.? The advisor, confident the wash would be completed long before that time, then went on his required meal break.? When the customer arrived, his vehicle was still waiting to be washed.? Another service advisor, [redacted] ***, saw him waiting and approached him to help.? [redacted] explained that the customer’s vehicle was next in to be washed and the customer said OK.? After it was washed, [redacted] personally helped dry the vehicle to get it completed faster.? The customer did not speak to [redacted] regarding any concerns with the vehicle.? There was no charge to the customer for this service visit.? We have not heard directly from the customer since this one and only visit.? We only became aware that he was not satisfied with our service when we were notified of the Revdex.com complaints.? Our general manager, [redacted] , called the customer immediately and left a full recorded message offering to assist the customer in any way possible.? We have not heard back from [redacted] as of today, 2/20/17.? We would be happy to readdress any concern [redacted] still has with his new Mazda vehicle.? Or, if he chooses, [redacted] may take his Mazda vehicle to any other Mazda dealership for warranty repairs.? He is entitled to this under the terms of the Mazda vehicle warranty.? However, [redacted] is not entitled to “free loaner cars” or “free future maintenance”.? Furthermore, we are unaware of what [redacted] is referring to regarding the “Disputed Amount: $3,000”.? His only service visit at our dealership was performed entirely at no charge to [redacted] ***.? If [redacted] wishes to have us look further into his temperature gauge concern, we would be happy to.? If necessary, we will also contact Mazda directly regarding the repair to verify that the vehicle is operating as designed.? He needs only to contact our service department to arrange a convenient day and time.? Thank you for bringing this matter to our attention.? ?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I was misinformed TWICE, on both carsThe amount they offered me in exchange for the [redacted] was $less than its MSRPAt the time I came back to them, April 2, I had only been in possession of the car for weeksThey stalled meThe offer to give me back the [redacted] was untenable; the car had already been re-sold! They also made no offer to give me a check for the value of the ***It would have been a higher amount than the [redacted] [redacted] also agreed to try to find a suitable car at auction or on his other dealerships, then rescinded that offerHis final offer was to give me $19,for the [redacted] , less a re-stocking free of $400! And he wanted this accomplished within hoursTotally unreasonable, especially given my health limitations, and the extremely short time to research and go to other dealerships to see what my options wereHad his first salesman, ***, been honest with me and told me that the [redacted] was not a good fit for me with my obvious pain, we could have avoided all thisI could not have been more clear about my needsBut it would have meant a lost commission, alas.They ( [redacted] salesman, [redacted] New Car Sales Manager, and [redacted] Owner) all said they "would make it right." And then they bailed on me, Mr [redacted] going so far as to say he owed me nothingAnd his claim that he never heard of the Insurance Institute of Highway Safety, from where I obtained the accurate crash test ratings? Oddly enough, all the car sales persons I have spoken with since then know precisely what it is and find it strange that I would ask that questionTheir responses are always, "of COURSE I am familiar with IIHS! I sell cars!" In conclusion, they did not bend over backwards for meThey stalled for time and then gave me a completely unacceptable ultimatum!

Bob Baker Mazda has made significant efforts to resolve [redacted] ’s concerns regarding the purchase of her [redacted] *Although we disagreed with her assessment that she was misinformed regarding the crash test ratings, we offered to reverse the transaction on the [redacted] *, due to the unique circumstances that she described surrounding her personal challenges [redacted] refused to take us up on this offer due to the fact that she doesn’t want the [redacted] that she traded in backShe also turned down an offer to receive a check for the value of that [redacted] (that she had negotiated above our original appraisal)Thus, we don’t know what else we could have reasonably offered beyond this offer to take the car back, refund her money and give her back the value of the trade-in, or the vehicle itself She is now requesting that in addition to unwinding the [redacted] that we also give her back all of the money she paid for the [redacted] when she bought it new over a year agoShe relayed to us that her dissatisfaction with the [redacted] was based around the fact that its ride created physical discomfort for herThe amount she is requesting is the amount she paid for the [redacted] in 2014, not the amount she paid for the [redacted] in March of While we have done everything imaginable to help [redacted] find a vehicle that works within her list of parameters, we find this set of requests to be extremely unreasonable, and are unable to accommodate them At the time that we had offered to unwind her latest purchase, we informed her that it was a limited time offer due to the fact that we needed to preserve the newness of the vehicle she had purchased if we were to unwind it and be in a reasonable position to later sell it to a future buyer Although it appears that this isn’t an acceptable option for Miss [redacted] anyway, as she is aware, our offer to unwind her purchase of the [redacted] is no longer open, due to the fact that so much time has passed Regards, [redacted] Bob Baker Mazda

We appreciate [redacted] businessIt appears that there wasn't a clear communication or understanding of the cabin temperature concern when the service advisor initially processed the repair orderIt may well have been a misunderstanding on our behalfThe technician only checked to verify if the outside temperature reading was registering correctly, and did not diagnose any concerns with variations occurring inside the passenger areaThe outside temperature readings were operating to manufacturer specificationsWe do not know if the inside temperature variations as they relate to the HVAC settings were operating correctly, since we did not diagnose that concern.We are able to honor two of [redacted] three requestsWe can diagnose the cabin temperature variation concern and if we discover a problem, attempt to correct it [redacted] has always and continues to have the option of going to any Mazda dealership to have his vehicle's concerns addressed, as he has requestedSince his vehicle is under warranty, there would not be a charge for it to be diagnosed at any Mazda dealer at this timeIf he chooses to come to Bob Baker Mazda, we can provide him a loaner car for that day, although we do not have any CX9s in our loaner fleet, thus the loaner would be another model, not of comparable luxuryWe cannot provide [redacted] with a maintenance credit since all of his services have been at no charge

The following is a brief summary of our service history for [redacted] ***Customer: [redacted] ***Vehicle: CX-Signature, [redacted] , Purchased [redacted] ***Service Visits: One service visit on 2/9/17, RO# [redacted] Customer has lodged two complaints with the RevDex.com regarding this one service visitSummary of Service Visit: Customer made a service appointment for his complimentary first oil change and a tire rotation fo* [redacted] [redacted] It was to be a “drop-off” to be completed by 5:00PM At the time of write up, he informed us that he would be waiting for the vehicle, declined the tire rotation and added two intermittent concerns that needed to be diagnosed and/or repaired He also requested a complimentary car wash The repair order was opened at 10:55AM.The service advisor, [redacted] provided a completion time of 12:30PM [redacted] said he would wait in the customer lounge The two additional concerns were: Customer states, ”Infotainment screen will sometimes freeze and not turn on.” Customer states, “Outside temperature gauge is inaccurate; normally always reads high.”The service advisor, as is our customary procedure, read back both of the concerns, as entered on the repair order, to [redacted] to confirm that they accurately reflected his concerns For the first concern, we found a factory software update available to correct the intermittent screen freezes, performed the update and documented it on the repair order in the technician commentsFor the second concern, we found the temperature gauge to be operating normally and the technician noted that the minor variance was within specificationsThe vehicle was completed at 12:11PM and the service advisor went to the customer lounge to inform the customer The customer had left the area so the advisor called him on his cell phone, informed him that the service work was completed and that the car was going in to be washed The customer said he would not be back for “a half-hour to an hour” The advisor, confident the wash would be completed long before that time, then went on his required meal breakWhen the customer arrived, his vehicle was still waiting to be washed Another service advisor, [redacted] ***, saw him waiting and approached him to help [redacted] explained that the customer’s vehicle was next in to be washed and the customer said OK After it was washed, [redacted] personally helped dry the vehicle to get it completed faster The customer did not speak to [redacted] regarding any concerns with the vehicle There was no charge to the customer for this service visitWe have not heard directly from the customer since this one and only visit We only became aware that he was not satisfied with our service when we were notified of the Revdex.com complaintsOur general manager, [redacted] , called the customer immediately and left a full recorded message offering to assist the customer in any way possible We have not heard back from [redacted] as of today, 2/20/We would be happy to readdress any concern [redacted] still has with his new Mazda vehicle Or, if he chooses, [redacted] may take his Mazda vehicle to any other Mazda dealership for warranty repairs He is entitled to this under the terms of the Mazda vehicle warranty However, [redacted] is not entitled to “free loaner cars” or “free future maintenance” Furthermore, we are unaware of what [redacted] is referring to regarding the “Disputed Amount: $3,000” His only service visit at our dealership was performed entirely at no charge to [redacted] ***If [redacted] wishes to have us look further into his temperature gauge concern, we would be happy to If necessary, we will also contact Mazda directly regarding the repair to verify that the vehicle is operating as designed He needs only to contact our service department to arrange a convenient day and timeThank you for bringing this matter to our attention

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I am disappointed but not surprised that Bob Baker Mazda has not only not made an attempt to improve their offer to me, but has lowered it. Clearly, money is the bottom line and worth of a car the only thing of value to them. Mr *** did not mention the amount he intended to charge as a re-stocking fee at this point, or by the end of the month, but did make it clear that the fee would be "significantly" higher now due to depreciation and use of the car. Turning this car back in and accepting the pittance they are offering would leave me without a car. I would not be able to purchase a quality car even with $18,600, and certainly not with less than that.I stand by the facts I pointed out. I know what happened to me at their doing. I experienced "physical discomfort" riding in the ***? *** *** sold me a car I am quite sure he knew to be a rough riding car, knowing very well that I had severe pain issues (because I told him). Twenty one visits to the emergency room for extreme pain in year is not physical discomfort. I became so ill I was unable to focus on why I was so ill. ALL my doctors were at a loss, and were unable to help meHad *** not been so focused on his commission, he would have taken the needs of his customer into account. Further, I learned after the purchase of the *** that the crash test ratings were not as stated by ***. I found the small front overlap test was rated marginal (out of Good, Acceptable, Marginal, or Poor) by the Insurance Institute of Highway Safety. *** told me that the CSwas rated star across the board. (by DHTSA)As far as claims made by *** *** that he never heard of the Insurance Institute of Highway Safety crash test ratings, I find them to be bogus. I have spoken to several car salesmen since March, and they ALL knew about IIHS when I questioned them about it. I was told that "of COURSE I know about IIHS! I sell cars!" As further evidence that they have a tendency to lie to me, I had asked *** *** about magnets on the back of the *** that were inadvertently left there when my boyfriend hurriedly removed our belongings from the ***. This occurred within a couple days of the purchase of the *** *. *** checked for me, and told me that the detail guy had found them and placed them in *** ***'s office. He said he would get them for me. Coming back a few minutes later he told me that he did not find the magnets in the office and did not want to open drawers or search through ***'s belongings. Perfectly understandable. Speaking with *** a week or later, he knew nothing about it. Inquiring recently, I was advised by *** *** that no one knows anything about the magnets and they were probably thrown away as is anything found in a trade-in. Which story is true? I will never know. The magnets have no great monetary value, but were gifts which I have not been able to replace. Just an example of the way I have been treated.I don't have "buyer's remorse." I was taken advantage of. The remorse I feel is that I ever set foot on the lot at Bob Baker Mazda. Looking back at my experience looking for cars in March 2014, I recall other salesmen at other dealers saying that regretfully they did not feel they had anything that met my needs. It makes sense. If you sell a person a vehicle you know is not going to work for them, they are going to be unhappy and will not come back. ***, ***, and *** said they would "make it right." They did not. Had I not gone to Bob Baker Mazda, my car-shopping journey would have taken me to the right car after a time, and I would be in a car right now that would be comfortable, safe, and fit my mobility devices. Instead, I have wasted an estimated $10,000. I can no longer afford the car I need. I am a senior citizen, disabled, and on very low income. I am truly not accustomed to being treated like this. This car was purchased with a small inheritance from my mother, and will probably be the last car I ever purchase. How sad that it is cheaply made, does not meet my needs, and should it ever be in a crash, it will be the one you see on the news that is crumpled like tin foil because it is not safe.I am quite sure that this large auto group has the money to "make it right" for a woman in my position. I am not asking for damages or punitive amounts. I just want my money back. Like I never set foot on their lot. I really don't care about depreciation. I just want them to do what is right. Good things happen when one takes responsibility for their actions

Re: *** ***
Dear Revdex.com:
Thank you for forwarding this customer’s concern
We have no record of being asked to do an oil change at the
time of this service visit. It is not on
the initial work order or the final invoice and he was not charged for this or
any other
service. The only concern on
this visit was regarding his rear brakes
We were unable to comply with this customer’s request to
repair his worn-out brakes under the factory warranty. Brake friction material wear is not covered
by the Mazda warranty. The customer
declined our offer to repair the brakes at his expense and told our service
advisor he would, “fix his own brakes”
When approached by the customer after he had done his own
brake repair, our service manager did ask the Mazda factory representative if
Mazda would consider reimbursing the customer for the brake pads he purchased
from Pep Boys and installed himself.
Unfortunately, this was not a goodwill gesture that Mazda felt would be
appropriate. This decision has been
communicated to the customer
Thank you again for this opportunity to review the transaction
Sincerely,
*** ***
President
Bob Baker Mazda

The following is a brief summary of our service history for *** ***. Customer: *** ***Vehicle: CX-Signature, ***, Purchased *** *** ***Service Visits: One service visit on 2/9/17, RO#***Customer has lodged two complaints with the RevDex.com regarding this one service visit. Summary of Service Visit: Customer made a service appointment for his complimentary first oil change and a tire rotation fo* *** ** ***. It was to be a “drop-off” to be completed by 5:00PM. At the time of write up, he informed us that he would be waiting for the vehicle, declined the tire rotation and added two intermittent concerns that needed to be diagnosed and/or repaired. He also requested a complimentary car wash. The repair order was opened at 10:55AM.The service advisor, *** *** provided a completion time of 12:30PM*** *** said he would wait in the customer lounge. The two additional concerns were:1. Customer states, ”Infotainment screen will sometimes freeze and not turn on.”2. Customer states, “Outside temperature gauge is inaccurate; normally always reads high.”The service advisor, as is our customary procedure, read back both of the concerns, as entered on the repair order, to *** *** to confirm that they accurately reflected his concerns. For the first concern, we found a factory software update available to correct the intermittent screen freezes, performed the update and documented it on the repair order in the technician comments. For the second concern, we found the temperature gauge to be operating normally and the technician noted that the minor variance was within specifications. The vehicle was completed at 12:11PM and the service advisor went to the customer lounge to inform the customer. The customer had left the area so the advisor called him on his cell phone, informed him that the service work was completed and that the car was going in to be washed. The customer said he would not be back for “a half-hour to an hour”. The advisor, confident the wash would be completed long before that time, then went on his required meal break. When the customer arrived, his vehicle was still waiting to be washed. Another service advisor, *** ***, saw him waiting and approached him to help. *** explained that the customer’s vehicle was next in to be washed and the customer said OK. After it was washed, *** personally helped dry the vehicle to get it completed faster. The customer did not speak to *** regarding any concerns with the vehicle. There was no charge to the customer for this service visit. We have not heard directly from the customer since this one and only visit. We only became aware that he was not satisfied with our service when we were notified of the Revdex.com complaints. Our general manager, *** ***, called the customer immediately and left a full recorded message offering to assist the customer in any way possible. We have not heard back from *** *** as of today, 2/20/17. We would be happy to readdress any concern *** *** still has with his new Mazda vehicle. Or, if he chooses, *** *** may take his Mazda vehicle to any other Mazda dealership for warranty repairs. He is entitled to this under the terms of the Mazda vehicle warranty. However, *** *** is not entitled to “free loaner cars” or “free future maintenance”. Furthermore, we are unaware of what *** *** is referring to regarding the “Disputed Amount: $3,000”. His only service visit at our dealership was performed entirely at no charge to *** ***. If *** *** wishes to have us look further into his temperature gauge concern, we would be happy to. If necessary, we will also contact Mazda directly regarding the repair to verify that the vehicle is operating as designed. He needs only to contact our service department to arrange a convenient day and time. Thank you for bringing this matter to our attention.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Again, the 1st issue is that the car does not maintain cabin temperature when outside temperature is changingI noted that outside temperature was constantly changing +/- degrees while I was driving to dealership within miles; thus, the cabin temperature kept changing is response to the outside temperature gauge The Bob Baker Mazda service only measure a static temperature and stated that everything is fine It is not fine, the cabin temperature is not maintained when outside temperature changes.The 2nd issue is that I stated that I would wait for car and would walk to get lunch nearby and to call me when service is done I waited for the car because service department said the is would only take about an hour and thus, would not lend me a rental car Otherwise, I would have taken a rental and come back.The 3rd issue is that I was called and told that the car was ready for pickup I arrived about mins after the call and still had to wait an additional minutes before the car was ready to drive off.The 4th issue is that Bob Baker Mazda Service is now stating facts to justify their terrible customer service
Regards,
*** ***

We are truly disappointed that we are unable to satisfy Miss *** with our goodwill offer to make her whole by fully reversing the transaction for her purchase of the *** *As a matter of clarification, regarding the fee that would apply for her use of the *** * if she were to take advantage of this offer by June 30th; we would be utilizing the use offset formula provided by CA civil code for such purposesNevertheless, we do feel she is in an excellent vehicle based on her specific requirements.Sincerely,*** ***PresidentBob Baker Mazda

We appreciate ** *** businessIt appears that there wasn't a clear communication or understanding of the cabin temperature concern when the service advisor initially processed the repair orderIt may well have been a misunderstanding on our behalfThe technician only checked to verify if the outside temperature reading was registering correctly, and did not diagnose any concerns with variations occurring inside the passenger areaThe outside temperature readings were operating to manufacturer specificationsWe do not know if the inside temperature variations as they relate to the HVAC settings were operating correctly, since we did not diagnose that concern.We are able to honor two of ** *** three requestsWe can diagnose the cabin temperature variation concern and if we discover a problem, attempt to correct it*** *** has always and continues to have the option of going to any Mazda dealership to have his vehicle's concerns addressed, as he has requestedSince his vehicle is under warranty, there would not be a charge for it to be diagnosed at any Mazda dealer at this timeIf he chooses to come to Bob Baker Mazda, we can provide him a loaner car for that day, although we do not have any CX9s in our loaner fleet, thus the loaner would be another model, not of comparable luxuryWe cannot provide *** *** with a maintenance credit since all of his services have been at no charge

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Again, the 1st issue is that the car does not maintain cabin temperature when outside temperature is changing. I noted that outside temperature was constantly changing +/- 15 degrees while I was driving to dealership within 25 miles; thus, the cabin temperature kept changing is response to the outside temperature gauge.  The Bob Baker Mazda service only measure a static temperature and stated that everything is fine.  It is not fine, the cabin temperature is not maintained when outside temperature changes.The 2nd issue is that I stated that I would wait for car and would walk to get lunch nearby and to call me when service is done.  I waited for the car because service department said the is would only take about an hour and thus, would not lend me a rental car.  Otherwise, I would have taken a rental and come back.The 3rd issue is that I was called and told that the car was ready for pickup.  I arrived about 30 mins after the call and still had to wait an additional 40 minutes before the car was ready to drive off.The 4th issue is that Bob Baker Mazda Service is now stating false facts to justify their terrible customer service.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am very disappointed that Mr Baker does not seem to understand how to negotiate or resolve a complaint.  Resolution does not result from lowering one's offer.  The Unfair and Deceptive Practices Act still applies to my situation with Bob Baker Mazda.  It applies even if they did not deliberately deceive me with malice aforethought.  It applies if they gave me misinformation which resulted in a sale.  Which they did.  I am not interested in car value or unwinding a transaction or CA civil code or being made whole by a car dealership. (Seriously?)  I just want my money back so that I might get into a vehicle which is safe and does not cause me harm, in exchange for the *** * and the already traded-in ***. 
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I was misinformed TWICE, on both cars. The amount they offered me in exchange for the [redacted] was $4000 less than its MSRP. At the time I came back to them, April 2, I had only been in possession of the car for 2 weeks. They stalled me. The offer to give me back the [redacted] was untenable; the car had already been re-sold! They also made no offer to give me a check for the value of the [redacted]. It would have been a higher amount than the [redacted]. [redacted] also agreed to try to find a suitable car at auction or on his other dealerships, then rescinded that offer. His final offer was to give me $19,000 for the [redacted], less a re-stocking free of $400! And he wanted this accomplished within 24 hours. Totally unreasonable, especially given my health limitations, and the extremely short time to research and go to other dealerships to see what my options were. Had his first salesman, [redacted], been honest with me and told me that the [redacted] was not a good fit for me with my obvious pain, we could have avoided all this. I could not have been more clear about my needs. But it would have meant a lost commission, alas.They ([redacted] salesman, [redacted] New Car Sales Manager, and [redacted] Owner) all said they "would make it right." And then they bailed on me, Mr [redacted] going so far as to say he owed me nothing. And his claim that he never heard of the Insurance Institute of Highway Safety, from where I obtained the accurate crash test ratings? Oddly enough, all the car sales persons I have spoken with since then know precisely what it is and find it strange that I would ask that question. Their responses are always, "of COURSE I am familiar with IIHS! I sell cars!" In conclusion, they did not bend over backwards for me. They stalled for time and then gave me a completely unacceptable ultimatum!

The following is a brief summary of our service history for [redacted]. Customer:  [redacted]Vehicle:  2016 CX-9 Signature, [redacted], Purchased [redacted]Service Visits:  One service visit on 2/9/17, RO#[redacted]Customer has lodged two complaints with the Better Business...

Bureau regarding this one service visit. Summary of Service Visit: Customer made a service appointment for his complimentary first oil change and a tire rotation fo* [redacted].  It was to be a “drop-off” to be completed by 5:00PM.  At the time of write up, he informed us that he would be waiting for the vehicle, declined the tire rotation and added two intermittent concerns that needed to be diagnosed and/or repaired.  He also requested a complimentary car wash.  The repair order was opened at 10:55AM.The service advisor, [redacted] provided a completion time of 12:30PM. [redacted] said he would wait in the customer lounge.  The two additional concerns were:1.       Customer states, ”Infotainment screen will sometimes freeze and not turn on.”2.       Customer states, “Outside temperature gauge is inaccurate; normally always reads high.”The service advisor, as is our customary procedure, read back both of the concerns, as entered on the repair order, to [redacted] to confirm that they accurately reflected his concerns.  For the first concern, we found a factory software update available to correct the intermittent screen freezes, performed the update and documented it on the repair order in the technician comments. For the second concern, we found the temperature gauge to be operating normally and the technician noted that the minor variance was within specifications. The vehicle was completed at 12:11PM and the service advisor went to the customer lounge to inform the customer.  The customer had left the area so the advisor called him on his cell phone, informed him that the service work was completed and that the car was going in to be washed.  The customer said he would not be back for “a half-hour to an hour”.  The advisor, confident the wash would be completed long before that time, then went on his required meal break. When the customer arrived, his vehicle was still waiting to be washed.  Another service advisor, [redacted], saw him waiting and approached him to help.  [redacted] explained that the customer’s vehicle was next in to be washed and the customer said OK.  After it was washed, [redacted] personally helped dry the vehicle to get it completed faster.  The customer did not speak to [redacted] regarding any concerns with the vehicle.  There was no charge to the customer for this service visit. We have not heard directly from the customer since this one and only visit.  We only became aware that he was not satisfied with our service when we were notified of the Revdex.com complaints. Our general manager, [redacted], called the customer immediately and left a full recorded message offering to assist the customer in any way possible.  We have not heard back from [redacted] as of today, 2/20/17. We would be happy to readdress any concern [redacted] still has with his new Mazda vehicle.  Or, if he chooses, [redacted] may take his Mazda vehicle to any other Mazda dealership for warranty repairs.  He is entitled to this under the terms of the Mazda vehicle warranty.  However, [redacted] is not entitled to “free loaner cars” or “free future maintenance”.  Furthermore, we are unaware of what [redacted] is referring to regarding the “Disputed Amount: $3,000”.  His only service visit at our dealership was performed entirely at no charge to [redacted]. If [redacted] wishes to have us look further into his temperature gauge concern, we would be happy to.  If necessary, we will also contact Mazda directly regarding the repair to verify that the vehicle is operating as designed.  He needs only to contact our service department to arrange a convenient day and time. Thank you for bringing this matter to our attention.

We appreciate [redacted] business. It appears that there wasn't a clear communication or understanding of the cabin temperature concern when the service advisor initially processed the repair order. It may well have been a misunderstanding on our behalf. The technician only checked to verify if the outside temperature reading was registering correctly, and did not diagnose any concerns with variations occurring inside the passenger area. The outside temperature readings were operating to manufacturer specifications. We do not know if the inside temperature variations as they relate to the HVAC settings were operating correctly, since we did not diagnose that concern.We are able to honor two of [redacted] three requests. We can diagnose the cabin temperature variation concern and if we discover a problem, attempt to correct it. [redacted] has always and continues to have the option of going to any Mazda dealership to have his vehicle's concerns addressed, as he has requested. Since his vehicle is under warranty, there would not be a charge for it to be diagnosed at any Mazda dealer at this time. If he chooses to come to Bob Baker Mazda, we can provide him a loaner car for that day, although we do not have any CX9s in our loaner fleet, thus the loaner would be another model, not of comparable luxury. We cannot provide [redacted] with a maintenance credit since all of his services have been at no charge.

Bob Baker Mazda‘s goal has been and continues to be to
resolve [redacted]’s concerns. As defined in the previous response we went to great
lengths to accomplish that goal, and were declined that opportunity.
As a final goodwill offer for what we determined to be a case of buyer’s
remorse and not misrepresentation, we offered to unwind the transaction surrounding
her [redacted] purchase. As part of that unwind we requested a $400 restocking fee
for her use and depreciation of the [redacted]. It was our understanding that the
restocking fee wasn’t her concern with the offer, but rather that she didn’t
want the [redacted] that she traded-in back, nor did she want a check for the higher
than appraised trade-in value that she negotiated for that [redacted]. That offer was
deemed unacceptable by [redacted] in that her demand for satisfaction evolved into
not only unwinding her purchase of the [redacted] and giving her back all
financial consideration surrounding that transaction, but also demanding the
reversal of the transaction for her purchase of the [redacted] from a year prior
to the [redacted] transaction, due to the fact that the ride quality of that [redacted]
created physical discomfort for her.
I did not go into all of the details of the unwind offer in
the previous response, due to the fact that I believed that [redacted] was aware of
those details, and felt that a succinct response was appropriate. Allow me to
fill in those details in this response:
As [redacted] defined, her trade-in had been resold. When it
became apparent that giving her a check for her negotiated value of that
trade-in was unacceptable, I offered to contact the buyer of her trade-in and
attempt to reverse that transaction to get her vehicle back to her. Although
not guaranteed, I felt there was a strong possibility that it could be
accomplished, by offering that buyer a great value on something else. [redacted]
declined that offer and added the demand that we fundamentally also unwind her
original purchase of that [redacted], which she had purchased new over a year ago. This
was something we were not willing to consider. As [redacted] described, before we
made the offer to get back her [redacted], we offered to explore the idea of finding
her a different vehicle to satisfy her needs, either in our inventory or trying
to find something we didn’t currently own. After assessing her list of vehicle characteristic
demands and attempting to work with her toward that goal, we determined that
the combination of her financial, reliability, crash ratings, and storage space
requirements in a vehicle, was not achievable. In fact, the [redacted] we had sold her
seemed to us to be the best option surrounding those needs. In addition, our
best effort was continually met with [redacted]’s verbal degradation of our
intentions as well as slandering the professionalism of our staff. Thus, we
ended that effort and reverted to the unwind option on the [redacted]. Lastly, we
did give [redacted] a time ultimatum to make a decision, as time was of the essence
for a number of reasons. When [redacted] had objected due to needing time for a medical
procedure, we left the unwind option of the [redacted] open until we communicated
after that procedure, and she still declined.
The only option left available at this point would be to
still allow an unwind from the [redacted] purchase under similar terms to those
originally offered to Miss. [redacted]. We would still not be willing to unwind
the [redacted] from over a year ago. In addition, it is much too late to now attempt
get back her trade-in from that buyer. However, we would still be willing to
pay her the $19,000 value that she negotiated for that trade-in, as part of an unwind transaction. The main adjustment that would be needed from the original unwind
offer, would be that the restocking fee for taking back the [redacted] would now be significantly
higher, due to the time and use that has passed since that purchase. If [redacted]
is now interested in this similar offer, we would need to inspect the [redacted]
to determine how much that fee would be. We can leave this option open for her
to explore until the end of this month (of June).

Bob Baker Mazda has made significant efforts to resolve
[redacted]’s concerns regarding the purchase of her [redacted]. Although we
disagreed with her assessment that she was misinformed regarding the crash test
ratings, we offered to reverse the transaction on the [redacted], due to the
unique...

circumstances that she described surrounding her personal challenges. [redacted]
refused to take us up on this offer due to the fact that she doesn’t want the
[redacted] that she traded in back. She also turned down an offer to receive a check
for the value of that [redacted] (that she had negotiated above our original
appraisal). Thus, we don’t know what else we could have reasonably offered
beyond this offer to take the car back, refund her money and give her back the
value of the trade-in, or the vehicle itself.
She is now requesting that in addition to unwinding the
[redacted] that we also give her back all of the money she paid for the [redacted] when
she bought it new over a year ago. She relayed to us that her dissatisfaction
with the [redacted] was based around the fact that its ride created physical
discomfort for her. The amount she is requesting is the amount she paid for the
[redacted] in 2014, not the amount she paid for the [redacted] in March of 2015. While we
have done everything imaginable to help [redacted] find a vehicle that works within
her list of parameters, we find this set of requests to be extremely
unreasonable, and are unable to accommodate them.
At the time that we had offered to unwind her latest
purchase, we informed her that it was a limited time offer due to the fact that
we needed to preserve the newness of the vehicle she had purchased if we were
to unwind it and be in a reasonable position to later sell it to a future buyer.
Although it appears that this isn’t an acceptable option for Miss [redacted]
anyway, as she is aware, our offer to unwind her purchase of the [redacted] is no
longer open, due to the fact that so much time has passed.
 
Regards,
[redacted]
Bob Baker Mazda