Brown's Fairfax Mazda

Review: On Sunday, 5/12/13, my husband and I took our son to look at cars at this location. We test drove a 2006 Mazda 3i Touring with 101,102 miles on it. The two people we dealt with were the Sales Manager, [redacted], and the salesman, [redacted]. The Sales Manager, [redacted], offered us a price of $4900 for this car which we accepted. Since the car had a broken windshield, [redacted] told us that we could not take delivery of the car that same day. He said we would need to return to pick up the car after the windshield was replaced. We agreed.

In a discussion involving my husband, [redacted] and [redacted] stated that we would need to leave a deposit of $500. [redacted] shook his head and then said, "We don't need your deposit. Do you want the car?" My husband said "Yes." [redacted] shook my husband's hand then said that we didn't need to worry about leaving a deposit. The windshield would be in on Monday 5/13 or Tuesday 5/14, they would replace this windshield, and finally they would call us when it was completed so that we could pick up the car.

On Tuesday morning, 5/14, my husband called the dealership since we had not heard from them. He spoke to [redacted] who said that they were still waiting for the windshield. [redacted] stated that the windshield was expected to arrive on Wednesday 5/15 or Thursday 5/16. He said they would call us when it was taken care of.

This morning, 5/17, my husband called to inquire if the car was ready yet. [redacted] told my husband that they sold the car to someone else.

This dealership has been lying to us all week. They did not uphold their good-faith agreement with us as they had promised.Desired Settlement: This dealership should provide us with a vehicle of equal or better quality/condition at the same price.

Review: On Saturday 11/16 I gathered my donation document from Make A wish Foundation, proof that I cancelled my registration from DC government on 10/6 for a Mazda 626 with a registration expiring 5/24/2014 and cancellation of my car insurance on 10/6. Every one of these indicates that I was the owner of a Mazda 626 and that it was donated on 9/30/2013. I contacted [redacted] to let him know that I had documents proving that I was a Mazda owner and he insisted that I provide a registration or a title to the vehicle otherwise he wanted me to pay $1000. I told him that I did not have the docs he was requesting and asked for someone else to speak to at Mazda. I thought it bizarre that I have several docs indicating that I was a Mazda owner and that **. [redacted] was literally harassing me on the phone telling me that he was taking me to collections. After asking several times for someone to speak with and hearing that there wasn't anybody, I told him that I could see that the conversation was going nowhere and that I would have to resolve this matter some other way. I indicated that he wasn't working with me to get the issue resolved. He indicated that he had given three choices, registration, title or $1000. I told him I couldn't comply with any of those options and hung up.Desired Settlement: Stop harassment by Brown's; have them accept my valid documentation confirming that I was an owner of a Mazda vehicle when I purchased my new vehicle on 9/21/2013 qualifying me for a $1000 rebate.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Sat, Nov 16, 2013 at 3:09 PM

Subject: Complaint # [redacted] -- Additional Info

To: "[email protected]" <[email protected]>

On 9/21/2013 I completed a transaction to lease a Mazda6 from Brown's Mazda. At that time, Mazda was offering a $1000 rebate to buyers who currently had a Mazda vehicle. While completing the transaction, I provided the registration to my current vehicle a 2001 Mazda 626.

Review: Good Afternoon,

After 6 years as a loyal repeat buyer of Browns Mazda Fairfax, it appears the quality of your vehicles has gone down or my luck has run out and I got a lemon.

On February 2013, I purchased a 2008 BMW 5 series at Browns Mazda Used car dealership in Fairfax. Within days, I began to experience the following problems related to the vehicle:

Oil Gasket leak and washer fluid tank is broken.(It was checked by BMW dealer)

When I attempted to resolve the issues with the dealership, I was rudely treated by employees and they try to solve the issue by going in to different directions. When Browns Mazda advertise their used vehicles they are telling to the customers in writing 127 point inspection and 3 months 3000 miles warranty .

I am certain these employees are not the type of people who is representing this fine company. Moreover, I know this company stand by their vehicles but I didn't even have chance to talk to supervisor, and the one I purchased is clearly not up to company standards.

I have suffered a great deal of personal hardship, including lost wages and emotional distress, trying to resolve this issue.

Sincerely,

[redacted]Desired Settlement: When they advertise their cars for sale, They are lying about 127 point inspection they did not inspect the car before they offer to sell it. The issues with the car can't happen in a month or 600 miles after I bought it. Obviously they cover up the defective parts by cleaning the oil leak around the oil filter and filling up the washer fluid right before the delivery. When I take the car to regular oil change to BMW dealer they are the one who reported the issues with the car. This is almost $2000 repair has to be done in the first month I bought the car. This isn't fair. I want them to get these issues fix immediately.

Business

Response:

[redacted] purchased the vehicle with a 3 month, 3000 mile limited warranty that was clearly labeled on the window of the vehicle. The customer was given a copy of the warranty coverage and limitations prior to purchase and signed that he agreed to the terms of the warranty as part of the sale. Our warranty covers major component failure and stipulates that all covered work is to be completed at Brown's Fairfax Mazda. The warranty specifically excludes oil gasket leaks as described by the customer.

Additionally, the oil gasket leak was not apparent at the time of our inspection prior to sale.

When [redacted] contacted [redacted], the Pre-Owned Manager he was informed of the limitations of the warranty and that the oil gasket leak was not covered. The customer then escalated the matter via email to me, the General Manager. I authorized the oil gasket leaks to be repaired at our shop as a sign of good-will. [redacted] contacted the customer and offered to repair the leaks here at Brown's Fairfax Mazda. The customer explained that he did not have time prior to leaving town and that he would schedule a time when he returned in 3 weeks.

It is our stance that we went beyond the agreement of the sale to help the customer and this complaint is unwarranted. At no time did we cover up a potential problem by "cleaning the oil leak".

We will extend a one-time exception to our warranty by the following provisions:

1. The oil gasket leak repair will be done here at Brown's Fairfax Mazda as stipulated in the warranty agreement

2. The oil gasket leak repair will be done within 3 months or 3000 miles of the reported 2/27/2013 problem date

3. All other stipulations of the agreed warranty remain in place

Sincerely,

General Manager

Brown's Fairfax Mazda