CardinaleWay Mazda at Peoria

We have worked with [redacted] multiple times trying to trade her out of the vehicle in question. Despite many obstacles, we were able to obtain financing and provide her with several different vehicles. Unfortunately she wasn’t willing to agree on the payments it took to buy the cars she wanted. We extended every courtesy to Ms. [redacted] as possible. I would be happy to invite her in and look at why her vehicle is still smoking and I have left several messages to do just that, but I have not received a return phone call.

The delay in funding resulted from a misunderstanding in regard to the customer's credit application.  All are on the same page and the transaction has been completed to everyone's satisfaction.

Good afternoon, my name is Al L[redacted] and I am the new GM at CardinaleWay Mazda in Peoria.  I have been out of town and in meetings since last week.  I will review this complaint and have and answer for you by close of business on the 15th of January.

I am writing a check request right now after trying to reach Lacey via the phone. She can either pick the check up or we will mail it to her.

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.

No...you guys showed it to be resolved. So the Dealer never paid me the $300, because it showed resolved. I stated I would only resolve this matter "witch check in hand" but it got resolved before that could happen, so no check!!!

Regards,

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.I was told on December 17th and December 29th that a refund check would be mailed to me; as of December 31st, I have not received the refund.  Until I have the check in hand, I do not consider this issue closed.Please let me know if you have questions.

Regards,

I know we replaced [redacted] oilpan so he should be satisfied.

we have refunded the customer as per his request.

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

wait until for the business to perform this action and, if it does, will consider this complaint resolved. But I will not remove the complaint, till I have a check in my hand.

Regards,

Resolved per customers request. Mrs [redacted] was in our Service Department on 07/13/15 having us perform additional services at her request. She was very happy with our services.

We have spoken to the customer and are in the process of cancelling the service contract.  The finance manager involved in this transaction was let go a couple of weeks ago.  We do not condone this behavior and have apologized to the customer.

I bought cars from the Superstition location years ago and had a really good experience. I went to the Peoria location off Bell road and at first it was an alright experience. I inquired about cars posted online, that weren't even there when I showed up. It was an honest mistake, so I thought nothing of it. I gave my information about possibly being interested in another car that was higher in price than I wanted to spend, but I was curious as to what loan, interest rate and payment I would be looking at. That was a big determining factor in whether I would move forward or not. I spoke with one salesman or finance person who finally gave me some information over the phone because I couldn't make it down to be there so they could make a sale face to face. I told him my situation, what my range was and where I was looking to be. He completely wasted my time and came back with a ridiculous number. I said no thanks, call me if you can make it work. The next day I get a call from the Finance Manager who came across extremely rude, trying to make me feel bad for them working on what they can do for me. Telling me that it's pretty much going to be a lot of work at doing job and not worth his time to have one of his finance people work on the numbers to earn my business unless I was down there and could promise him that I would buy the car. I'm a firefighter and have worked in customer service and sales prior, and for someone to try to make me feel like I should be begging them for their business is outrageous. I was told by a salesman prior that they could work on the price of the car, which isn't competitively priced with other dealerships around them. The finance manager told me it wasn't going to happen. So, I was so frustrated for my time wasted, the way I spoken to and approached on a serious inquiry I had about a car I really liked, that I just said thanks, but no thanks. My previous positive experience with this dealership was ruined and there are too many dealerships around the valley and on Bell road alone, with similar vehicles at lower prices to be speaking and treating people that way. You should never feel bad for someone trying to earn your business. I will never step foot back into this dealership again or give a positive referral to any family member or individual I work with. This dealership needs to get their information together much better, along with training on customer service and their approach.

As it turns out, there was some miscommunication between the customer and us in relation to the credit application.  This miscommunication caused the delays in funding.

All has been corrected and the customer is happy in their new vehicle and financing has gone through.

I just spoke to our GM and he says we have fixed [redacted] car.  We tried to get her into another car, but she can’t afford the payments.  I believe [redacted] and her husband are satisfied at this time.

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.Mazda did try and get us into a new vehicle and we could not afford the payments,but, mine and my husband's credit was ran so many times without written permission, that our scores took a significant hit. My Mazda was not repaired, we paid $200 or so to have it looked at and fluids replaced with the same outcome. It still smokes and stinks. Not only is my car running awful, but our credit is worse off then before to even get into another vehicle. The staff at Mazda were very nice.Regards,[redacted]

I purchased a vehicle from cardinal way Mazda in Peoria AZ. I purchased vehicle with warranty but later found out my car was coved under warranty till 60,000 miles. So I canceled my warranty more than 3 months ago even got the paper work from Mazda saying that it is canceled and money will be given back to finance company. Mind you this was three months ago and still is showing on my loan. When I call or go in they give me the run around. Telling me that the person who handles this department is not in or they are with a customer. This is so frustrating. Wish I never purchased from Mazda.

[redacted], our general manager, spoke to [redacted].  After going over all of her concerns, [redacted] apologized Ms [redacted] and reimbursed the requested items from her letter.  The customer is satisfied...

with this resolution.

We are going to pay him this referral fee.  It was overlooked by our accounting department.