Brown's Alexandria Mazda

We've been in constant contact with this customer> There was, in fact a delay in processing the tag work for this customer. The title application was sent to the customer, and a replacement form was sent to her.  The Form was sent on Thursday July 17th, and we furnished a return envelope...

and instructions to sign the documents and return.  The envelope was marked Saturday delivery. If the document was sent by Friday we would have received the document by Saturday. We did not receive this document until yesterday,  Tuesday July 22.  I personally told the customer we will process her tag work, and send the tags to her once the tag work is completed, however, we would be happy to furnish a second set of temporary tags so the customer can continue to drive the vehicle. Although it is not uncommon to process out of state customers, it is quite a different process. This is due to the fact that out of state auto vehicle processing is done by mail.  We are required by the lender's guidelines to process the tag work and ensure the title is properly secured, so we do take on the responsibility to do so.  Although we regret that there has been a delay, we can only now begin to process the tag work, now that we have the proper documents.  I see the customer mentioned money.  It does not cost a customer any more money than it would in any other instance.  It is a matter of delay and time, rather than cost. It is also not uncommon that we do, from time to time, take longer than anticipated to process out of state titling, mostly for the mere fact that this process is not instant, and electronically processed as it could be done for our Virginia or Maryland Customers.  The customer has my direct number and is welcome to contact me with regards to the processing of her temporary tags which would be extended by 30 days.  This will allow sufficient time to complete the tag work. Again, we received the title document yesterday, which now only allows us to begin the tag process. I did assure [redacted] we will send out the temp tags in time so she will be able to continue driving.Regards
Michael J[redacted]
Brown's Alexandria Mazda

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Even though I have accepted this answer, your business really needs to get it together.  This whole process was improperly handled from start to finish.  My husband purchased a new 2014 [redacted] from [redacted] in [redacted] VA and he has his permanent plate already so if this was only an out of state issue why did he get his plate faster than I did and he just made his purchase on July 28th and I made my purchase on June 28th I have to say it would be the dealers issue not an issue with an out of state license.  All in all I have learned a lot from this process and I will never do business with this dealership again and if anyone asks I will have to recommend they seek their new vehicle elsewhere.  I have also told Mazda the same thing.  Time to check your business practices and improve or you will be losing more than just one customer.
Regards,
[redacted]

Review: When I purchased the vehicle, a 2010 Mazda[redacted] (and the second mazda I purchased from the same dealer) it was a certified used vehicle with a clean [redacted] report. After about a year I went to trade in the vehicle to accommodate my growing family, I was told by another dealership that the car had been repaired and you could see where the clear coat was peeling. Upon closer inspection they noticed that both of the driver side doors were repaired as well as the back quarter panel. There was also some orange peel paint issues with the rear quarter panel. I went back to the dealer to voice my complaint and was more so brushed off then helped. I was told I would be "helped" because of my situation and was told that my car wasn't worth much so they could only do so much to help. I purchased the car one year prior for Twenty three thousand dollars (due to it being certified, searching for this specific car for four years with the same salesman, and it having a clean [redacted] report) and the helpful salesman was told by his manager that the best they would do for me was thirteen thousand. I know the dealership needs to run a business and I respect that, however in working in sales I also know that when something is wrong you fix it. I went in a week later and spoke to another manager and he said he understood however he could only do about fourteen thousand. I still owed eighteen thousand at that point and it seemed all that anyone wanted to do for me was roll over four thousand dollars into a brand new car, but they didn't have a vehicle that meet my wants in a car. On top of that I said I would meet them half way but that wasn't good enough for them as they claimed it wasn't their issue and they do not have to disclose any damage to a consumer unless there is frame damage and the [redacted] warranty isn't for matters such as this. That is where I chose not to deal with this dealership and take another course of action.Desired Settlement: I am looking to purchase a new or slightly used [redacted] wrx as it has the same performance but is larger in the rear seat area. I am also looking to keep my payments the same or less around three hundred fifty dollars or less.

Business

Response:

To whom it may concern:I read the complaint from the customer and can add that a certified used car means that all the equipment on the car is fully functional and that the vehicle did not have a "buyback" or "salvaged title" Also, I can add that at the time we sell a vehicle, we can only disclose what we know. If the [redacted] did, in fact as the customer states show a "clean" [redacted], we do not know if the car had been painted, or repainted. We would not know this if it was not reported. This does not make us liable nor does this make us unethical. It is impossible to know what we don't know. It is ethical, however to disclose what we know. The vehicle did pass every mechanical quality test and showed the standard necessary to sell as a certified vehicle. Unless disclosed to us, we might not even know if the vehicle was simply repainted for cosmetic reasons. What I can offer, is that we certainly would be happy to appraise the vehicle and offer our buy figure. We do have a need for this type of car and would be willing to be as generous as we can possibly be, due to the demand.Please fell free to forward my direct contact information at [redacted]. Regards, Michael J[redacted]

Review: I leased a 2014 Mazda [redacted] from this dealership on June 28th 2014 there was an issue with printing some of the documents so I was told by the finance person that those documents would be overnighted to me and I would have them in a couple days and when I received them to call and get instructions on where to sign the documents. Well it is now July 17 and I still have not received the documents, I have made several phone calls to this dealership to try and resolve this issue to no avail. My husband has also made multiple phone calls to try and get this resolved. The hold up is going to delay obtaining a permanent license plate for the vehicle and the temporary tag is due to run out in 9 days. We have also contacted Mazda directly and they are unable to help at this point. We traveled quite a distance to get this vehicle and put our trust in them and it is starting to become a nightmare. I contacted the dealership again on July 16th to get a tracking number for the documents and the sales manager told me he would get that and call me back that same day but at 8pm on July 16th no phone call when I tried to call the dealership again they were closed. I truly love the car and am completely satisfied with the car itself I just need to get the documents because not only is the license plate being held up payment information is also being delayed and the first payment is to be due July 28th however Mazda says I they cant send me payment information until the dealership completes their paperwork, which means I could have more than one payment due at a time which would be a big financial hardship and that is something I have not created.Desired Settlement: I want the paperwork needed to resolve this issue, I also would like them to be responsible for the first two payments because of the delay and I would like them to correct the issues so no one else has to deal with this type of frustration.

Business

Response:

We've been in constant contact with this customer> There was, in fact a delay in processing the tag work for this customer. The title application was sent to the customer, and a replacement form was sent to her. The Form was sent on Thursday July 17th, and we furnished a return envelope and instructions to sign the documents and return. The envelope was marked Saturday delivery. If the document was sent by Friday we would have received the document by Saturday. We did not receive this document until yesterday, Tuesday July 22. I personally told the customer we will process her tag work, and send the tags to her once the tag work is completed, however, we would be happy to furnish a second set of temporary tags so the customer can continue to drive the vehicle. Although it is not uncommon to process out of state customers, it is quite a different process. This is due to the fact that out of state auto vehicle processing is done by mail. We are required by the lender's guidelines to process the tag work and ensure the title is properly secured, so we do take on the responsibility to do so. Although we regret that there has been a delay, we can only now begin to process the tag work, now that we have the proper documents. I see the customer mentioned money. It does not cost a customer any more money than it would in any other instance. It is a matter of delay and time, rather than cost. It is also not uncommon that we do, from time to time, take longer than anticipated to process out of state titling, mostly for the mere fact that this process is not instant, and electronically processed as it could be done for our Virginia or Maryland Customers. The customer has my direct number and is welcome to contact me with regards to the processing of her temporary tags which would be extended by 30 days. This will allow sufficient time to complete the tag work. Again, we received the title document yesterday, which now only allows us to begin the tag process. I did assure [redacted] we will send out the temp tags in time so she will be able to continue driving.RegardsMichael J[redacted]Brown's Alexandria Mazda

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Even though I have accepted this answer, your business really needs to get it together. This whole process was improperly handled from start to finish. My husband purchased a new 2014 [redacted] from [redacted] in [redacted] VA and he has his permanent plate already so if this was only an out of state issue why did he get his plate faster than I did and he just made his purchase on July 28th and I made my purchase on June 28th I have to say it would be the dealers issue not an issue with an out of state license. All in all I have learned a lot from this process and I will never do business with this dealership again and if anyone asks I will have to recommend they seek their new vehicle elsewhere. I have also told Mazda the same thing. Time to check your business practices and improve or you will be losing more than just one customer.

Regards,