Germain Mazda of Columbus

To Whom it may concern:In regards to complaint [redacted] from [redacted] ; Germain Mazda of Columbus sold Mrs [redacted] a Mazda CX-with VIN # [redacted] on 5/29/ Due to the nature of expediting the finalization of the deals by month end, her paper work was processed right away The chipped tail light will be replaced ASAP and if arrangements need to be made for transportation, they will The center console is issue free and was confirmed by the plaintive's husband in comparison to a new one in stock The trade in may be online for what would seem to be a large profit margin, however the plaintive is not taking into consideration that repairs will be made to the vehicle and we are currently estimating $- $in repairs Then it will require a detail and minor cosmetic touch up Also, lets not forget that just like Mrs [redacted] , most customers will negotiate a bit If the reconditioning expenses exceed what we have estimated it is likely that the vehicle will go to auction We feel that Germain Mazda of Columbus is compliant with the law We try hard to set ourselves apart from the rest of the industry and are proud to say that for the second year in a row we have been recognized as DEALERRATER of the year for being the most reputable We know that there is on occasion some buyer's remorse and would be happy to take the vehicle back in on trade This would however leave a matter of taxes which were already collected for the state and would likely prove a further expense to Mrs [redacted] It truly is our goal to have all of our clients satisfied with their experience and Germain Mazda would be happy to give Mrs [redacted] free oil changes and tire rotations to be used with in months of the purchase date specifically on the vehicle purchased I am sure in time she will find that the Mazda CX-is a great vehicle and will bring her years of reliable use.I am sure that the Revdex.com will find that Germain Mazda of Columbus acted in accordance with Ohio Law.Sincerely, [redacted] General Manager | Germain Mazda

To Whom it may concern:*** *** and I have had conversation about how I must make him legal to transport the vehicle from Ohio to PA. Further more there are fee associated with flipping a title from Ohio to PA. I have no control over those fees and it is easier to have
disagreement with the dealership than with the BMV of PA. All that being said the dealership has agreed to reimburse him for those expenses put on him by hi local BMV as a sign of good will and he has agreed to remove his complaint upon receipt of those funds. Feel free to contact myself of Mr*** in regards to this matter. Sonny S*** General Manager|Germain MazdaMorse Rd, Columbus, OH 43230germainmazda.com

I am rejecting this response because: I am afraid you are misunderstanding my point regarding the trade in value of the Mazda. If KBB values it at $20k, which is what I stated, then why would I accept anything less than that as a trade in value. Thank you for pointing out the sale price of $18, but again, I asked what you would offer, and no amount was given.. because we know good and well you would offer much less than its confirmed KBB value,  a value that you have acknowledged. You sell a product for 'x' dollars but within a weekend, won't take it back for that amount??No to the oil change, I can afford 2 oil changes and I live within 5 minutes of multiple oil change businesses. I have zero faith in your policies, and goes without saying- your customer service. And in regards to your pretty rude remark  "accept the choices she has made", at 35 years of age, this is the only decision I have ever regretted. Thank you for being a first, I have no choice but to accept it, I have certainly learned from it and am educating my acquaintances with it.That is the problem with big ego companies.. I dealt with Germain Toyota years back, there was a paperwork disagreement, and not only did they hop to correcting it (even though, paperwork is oh-so final at Mazda), but they actually drove to my residence to get it situated. I didn't ask, they offered. THAT is customer service. It is not the Germain name by any means, to each his own. You guys couldn't even offer a simple rim-swap.I don't expect my one complaint to crush business, I do not want to crush business. I would hope for future consumers that they are informed on your post-purchase practices and defeat the feeling of obligation that comes from forceful sales. Help your customers by encouraging them to shop around, if you are so confident you have the best to offer, they will come back, right?Overall, a few points are being overlooked which is fine, consumers will see for themselves and choose to do with this info what they will. Car will be in on Monday for tail light repair.Regards,
[redacted]

To Whom it may concern,The Jeep that was traded is on the lot and clearly has a not for sale at this time sticker on it as is customary when a vehicle is awaiting service.  We will be happy to look at the center console and verify once again that there are no defects.  I am sorry if the customer felt pressured, however she could have left at anytime.  If there was any pressure felt it may have been because the sales person and a support staff was staying late to ensure the client was taken care of.  As I mentioned before, we will be happy to take the current vehicle in on trade.  It was sold to her for $18755.53.  That is below the $20,000 Kelly Blue Book value the customer had stated.  I am sure that there have not been a lot of other miles put on it and we will give a fair value if the customer wants to trade.  There is still a matter of the taxes which now belong to the state.  I can only help moving forward.  Again, Germain Mazda of Columbus has done business in accordance with Ohio Law and remains to be a reputable business.  It is unfortunate that the customer has had second thoughts about her purchase.  I would encourage her to work with us towards a vehicle that she is more comfortable with or accept the choices she has made.  Our offer to include 2 oil changes and 2 tire rotations to be used with-in 12 months of the purchase date if it will repair the relationship still stands.General Manager | Germain Mazda

To Whom it may concern:In regards to complaint [redacted] from [redacted]; Germain Mazda of Columbus sold Mrs. [redacted] a 2014 Mazda CX-5 with VIN # [redacted] on 5/29/2015.  Due to the nature of expediting the finalization of the deals by month end, her paper work was processed...

right away.  The chipped tail light will be replaced ASAP and if arrangements need to be made for transportation, they will.  The center console is issue free and was confirmed by the plaintive's husband in comparison to a new one in stock.  The trade in may be online for what would seem to be a large profit margin, however the plaintive is not taking into consideration that repairs will be made to the vehicle and we are currently estimating $2800.00 - $3200.00 in repairs.  Then it will require a detail and minor cosmetic touch up.  Also, lets not forget that just like Mrs. [redacted], most customers will negotiate a bit.  If the reconditioning expenses exceed what we have estimated it is likely that the vehicle will go to auction.  We feel that Germain Mazda of Columbus is compliant with the law.  We try hard to set ourselves apart from the rest of the industry and are proud to say that for the second year in a row we have been recognized as DEALERRATER of the year for being the most reputable.  We know that there is on occasion some buyer's remorse and would be happy to take the vehicle back in on trade.  This would however leave a matter of taxes which were already collected for the state and would likely prove a further expense to Mrs. [redacted].  It truly is our goal to have all of our clients satisfied with their experience and Germain Mazda would be happy to give Mrs. [redacted] 2 free oil changes and tire rotations to be used with in 12 months of the purchase date specifically on the vehicle purchased.  I am sure in time she will find that the Mazda CX-5 is a great vehicle and will bring her years of reliable use.I am sure that the Revdex.com will find that Germain Mazda of Columbus acted in accordance with Ohio Law.Sincerely,[redacted]General Manager | Germain Mazda

I am rejecting this response because: Loose console is not "defect free", it is cause for concern. The only thing this leaves me thinking is that this model is not the quality I expect in a $20,000 vehicle. The jeep was on the lot ON DISPLAY as of Monday when my husband brought the Mazda in, so you wasted no time performing all the in depth repairs and detailing. I disagree with the repair fees as going by what your staff told us was only bushings and those run, typically less than 1000, with labor. If there were more extensive repairs, they were never disclosed to us. I was sent an email regarding the tail light being replaced and informed you would cover the cost to do so... I would not have considered for a second that I would have been expected to pay for that. The 150 point inspection is clearly unreliable as those tail lights were supposedly checked. My husband even asked the salesperson that after everything we have now went through, could we get the rims switched out (as we had originally asked prior to buying the vehicle and were denied, but offered a contact if we wanted to do so at our own discretion) and STILL got denied. Literally -nothing- to satisfy the consumer.The dealership, in my opinion, was too pushy to sell and has wiped their hands clean of seeing that the purchase was satisfactory. But was super quick to submit the paperwork! We have been informed by G. Mazda that the 'cooling off' period was eliminated because consumers were "abusing" it. Perhaps consumers sought justification when left dissatisfied or disgruntled with the transaction, and now consumer rights are null.There was no comment on the fact that my request to reschedule was ignored. Since we have no rights to return a purchase or cancel a contract, maybe you should allow purchasers to walk away so they can make a more educated and informed purchase. You would take the Mazda back as a trade? And just what value would my trade carry?? Blue book value still sits at $20K....... 
Regards,
[redacted]