To whom it may concern,Vehicle, [redacted], was brought into our shop under the Name of...
[redacted] on November 09, 2016. Apparently, the customers Independent Mechanics recommended that the vehicle go to the Dealer because they could not make a proper repair to fix their problem. Their mechanic replaced a transmission solenoid that did not fix their problem and charged them $528.00.We found Diagnostic Trouble Code #P0753 stored in the Power Train Control Module and obtained authorization from Mazda Technical Hotline to replace the Transmission Control Module that is covered under the Manufacturer’s Positive Zero Emissions Warranty. The vehicle left our repair facility with the proper repair.When the customer asked Service Advisor, [redacted], if the solenoid would have been covered under the same warranty, [redacted] researched the issue and found that it would have been replaced if it was determined to have been the root cause of the vehicles malfunction. The customer was instructed that any consideration for reimbursement of repairs done outside of a Mazda Dealership must be submitted to Mazda Corporation. I called The Department of Consumer Affairs, Bureau of Automotive Repair, on 12/20/16 and asked them what recourse the customer had. They stated that the Independent Repair Facility was responsible to notify the customer prior to making repairs that the repairs could be covered by the Manufactures Warranty and that they should consult the Manufacture. If the Independent Repair Facility made repairs to a vehicle that should have been covered by the Manufactures Warranty, the customer can file a complaint with the BAR. The BAR will investigate and recommend that the Independent repair facility reimburse the customer if the repairs should have been made at an authorized Dealership and if the Manufacturer is refusing to reimburse the customer. If the Independent Repair Facility refuses to comply with the BAR, the BAR will recommend that the consumer sue the Independent repair facility for their money back. Sincerely,[redacted], Service Manager, John Hine Mazda
Dear Sirs,On 9/13/17 Mr. [redacted] brought his 2010 Mazda 3 into our Service Department with a complaint that his Check Engine Light, Traction Control Light and Anti-Lock Brake System lights were illuminated. Our Master Technician, Jason Douglas, diagnosed the complaint and found one single...
Diagnostic Trouble Code activated in the Powertrain Control Module. The code present was “C0020” and the further diagnosis indicated that there was an internal malfunction of the Anti-Lock Brake System Control Module. Our recommendation to Mr. [redacted] was to replace the module and retest the system. Mr. [redacted] declined the recommended repairs stating that he wanted a second opinion and a less expensive repair quote. The vehicle was released the Mr. [redacted] and we advised him that the vehicle was unsafe because the ABS system was not operating properly. Mr. [redacted] made numerous calls back to [redacted], Service Advisor, asking about our prices to replace the module because he was comparing what we included in our price versus the other establishment he was dealing with. Mr. [redacted] returned to our shop late on 9/14/17 and told [redacted] that he wanted to continue with the repair on the ABS light that was diagnosed the previous day. [redacted] advised Mr. [redacted] that the part would need to be ordered and he advised Mr. [redacted] that the vehicle should not be driven and that we would provide him a free Loaner Vehicle if he wanted to leave his vehicle in our shop. A free loaner vehicle was provided for Mr. [redacted] and the part was ordered. We received the part, installed the module, cleared the Diagnostic Trouble Code “C0020” and road tested the vehicle. During the road test, the Check engine light illuminated but the ABS and Traction Control Light remained off. Our Master Technician continued to diagnose the check engine light, at no additional fee to the customer, and found that there was a new and unrelated Diagnostic Trouble Code “P0134” caused by a faulty O2 sensor. [redacted] asked our Service Manager, [redacted], to contact Mr. [redacted] because Mr. [redacted] was not happy with the additional repairs that would be needed to address the new trouble code. [redacted] contacted Mr. [redacted] and explained that it would have been impossible for us to have notified Mr. [redacted] of the O2 sensor malfunction, prior to replacing the ABS module, because there was no O2 sensor code stored in the Power Train Control Module when we did our original diagnosis on 9/13/2017. Mr. [redacted] told [redacted] that he did not trust us to make the needed repairs and would take the vehicle elsewhere to have it repaired. [redacted] offered a Goodwill discount for the needed O2 sensor but Mr. [redacted] stated that he was not interested in a discount. At this time, we know that the upstream O2 sensor needs to be replaced and the code cleared for further diagnosis. There is no way for us to know when, where or why the check engine light will illuminate again. There was no misdiagnosis of Mr. [redacted]’s vehicle. The original code that was documented on Repair Order [redacted] in no longer causing the check engine light, ABS and Traction Control lights to stay on.In light of this misunderstanding, we would like to offer Mr. [redacted] no charge labor for the installation of the O2 sensor. Sincerely, [redacted]General ManagerJohn Hine Mazda###-###-####
This is [redacted] Complaint #[redacted]So the Dealership where I purchased the vehicle from was (John Hine Mazda) Address is (1545 Camino Del Rio South San Diego CA 92108) Phone # 619-297-4251.
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 told by law anything that is under warranty the manufacturer should be responsible for the bill weather it was done at the dealership or at a mechanic shop, the manufacturer should be responsible for any bill that was charged to the customer.
Any warranty work must be pre authorized by the manufacturer. As an authorized Mazda Dealer we are empowered to approve warranty repairs that fall within the guidelines of the manufactures warranty. We are not authorized to approve any repairs that are performed at another repair facility. As a authorized Mazda repair facility we are required to return all defective parts. We are not aware of any law that requires the manufacturer to pay for warranty work that is performed out side of an authorized Mazda Dealership. Sincerely, [redacted] General ManagerJohn Hine Mazda[redacted]
Revdex.com:
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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear [redacted], My name is [redacted] and I am the General Manager here at John Hine Mazda. I truly appologise for how your whole transaction with us was handled. Just this morning, before I saw your complaint to the Revdex.com, it was brought to my attention that the refund amount was...
not correct. [redacted] had passed on your voice mail to [redacted], our Service/Parts Manager. He informed me of the problem. Some of the parts were not special ordered and were mistakenly overlooked when the refund was processed. I was told by [redacted] that he left you a message today explaining that a refund for those parts will be issued. Please call him back with your credit card information and we will issue the credit right away. His phone # is [redacted]. Again I appologise for the inconvience.Sincerely,[redacted]John Hine Mazda[redacted]
To whom it may concern,Vehicle, [redacted], was brought into our shop under the Name of...
[redacted] on November 09, 2016. Apparently, the customers Independent Mechanics recommended that the vehicle go to the Dealer because they could not make a proper repair to fix their problem. Their mechanic replaced a transmission solenoid that did not fix their problem and charged them $528.00.We found Diagnostic Trouble Code #P0753 stored in the Power Train Control Module and obtained authorization from Mazda Technical Hotline to replace the Transmission Control Module that is covered under the Manufacturer’s Positive Zero Emissions Warranty. The vehicle left our repair facility with the proper repair.When the customer asked Service Advisor, [redacted], if the solenoid would have been covered under the same warranty, [redacted] researched the issue and found that it would have been replaced if it was determined to have been the root cause of the vehicles malfunction. The customer was instructed that any consideration for reimbursement of repairs done outside of a Mazda Dealership must be submitted to Mazda Corporation. I called The Department of Consumer Affairs, Bureau of Automotive Repair, on 12/20/16 and asked them what recourse the customer had. They stated that the Independent Repair Facility was responsible to notify the customer prior to making repairs that the repairs could be covered by the Manufactures Warranty and that they should consult the Manufacture. If the Independent Repair Facility made repairs to a vehicle that should have been covered by the Manufactures Warranty, the customer can file a complaint with the BAR. The BAR will investigate and recommend that the Independent repair facility reimburse the customer if the repairs should have been made at an authorized Dealership and if the Manufacturer is refusing to reimburse the customer. If the Independent Repair Facility refuses to comply with the BAR, the BAR will recommend that the consumer sue the Independent repair facility for their money back. Sincerely,[redacted], Service Manager, John Hine Mazda
Dear Sirs,On 9/13/17 Mr. [redacted] brought his 2010 Mazda 3 into our Service Department with a complaint that his Check Engine Light, Traction Control Light and Anti-Lock Brake System lights were illuminated. Our Master Technician, Jason Douglas, diagnosed the complaint and found one single...
Diagnostic Trouble Code activated in the Powertrain Control Module. The code present was “C0020” and the further diagnosis indicated that there was an internal malfunction of the Anti-Lock Brake System Control Module. Our recommendation to Mr. [redacted] was to replace the module and retest the system. Mr. [redacted] declined the recommended repairs stating that he wanted a second opinion and a less expensive repair quote. The vehicle was released the Mr. [redacted] and we advised him that the vehicle was unsafe because the ABS system was not operating properly. Mr. [redacted] made numerous calls back to [redacted], Service Advisor, asking about our prices to replace the module because he was comparing what we included in our price versus the other establishment he was dealing with. Mr. [redacted] returned to our shop late on 9/14/17 and told [redacted] that he wanted to continue with the repair on the ABS light that was diagnosed the previous day. [redacted] advised Mr. [redacted] that the part would need to be ordered and he advised Mr. [redacted] that the vehicle should not be driven and that we would provide him a free Loaner Vehicle if he wanted to leave his vehicle in our shop. A free loaner vehicle was provided for Mr. [redacted] and the part was ordered. We received the part, installed the module, cleared the Diagnostic Trouble Code “C0020” and road tested the vehicle. During the road test, the Check engine light illuminated but the ABS and Traction Control Light remained off. Our Master Technician continued to diagnose the check engine light, at no additional fee to the customer, and found that there was a new and unrelated Diagnostic Trouble Code “P0134” caused by a faulty O2 sensor. [redacted] asked our Service Manager, [redacted], to contact Mr. [redacted] because Mr. [redacted] was not happy with the additional repairs that would be needed to address the new trouble code. [redacted] contacted Mr. [redacted] and explained that it would have been impossible for us to have notified Mr. [redacted] of the O2 sensor malfunction, prior to replacing the ABS module, because there was no O2 sensor code stored in the Power Train Control Module when we did our original diagnosis on 9/13/2017. Mr. [redacted] told [redacted] that he did not trust us to make the needed repairs and would take the vehicle elsewhere to have it repaired. [redacted] offered a Goodwill discount for the needed O2 sensor but Mr. [redacted] stated that he was not interested in a discount. At this time, we know that the upstream O2 sensor needs to be replaced and the code cleared for further diagnosis. There is no way for us to know when, where or why the check engine light will illuminate again. There was no misdiagnosis of Mr. [redacted]’s vehicle. The original code that was documented on Repair Order [redacted] in no longer causing the check engine light, ABS and Traction Control lights to stay on.In light of this misunderstanding, we would like to offer Mr. [redacted] no charge labor for the installation of the O2 sensor. Sincerely, [redacted]General ManagerJohn Hine Mazda###-###-####
This is [redacted] Complaint #[redacted]So the Dealership where I purchased the vehicle from was (John Hine Mazda) Address is (1545 Camino Del Rio South San Diego CA 92108) Phone # 619-297-4251.
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 told by law anything that is under warranty the manufacturer should be responsible for the bill weather it was done at the dealership or at a mechanic shop, the manufacturer should be responsible for any bill that was charged to the customer.
Any warranty work must be pre authorized by the manufacturer. As an authorized Mazda Dealer we are empowered to approve warranty repairs that fall within the guidelines of the manufactures warranty. We are not authorized to approve any repairs that are performed at another repair facility. As a authorized Mazda repair facility we are required to return all defective parts. We are not aware of any law that requires the manufacturer to pay for warranty work that is performed out side of an authorized Mazda Dealership. Sincerely, [redacted] General ManagerJohn Hine Mazda[redacted]
Revdex.com:
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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear [redacted], My name is [redacted] and I am the General Manager here at John Hine Mazda. I truly appologise for how your whole transaction with us was handled. Just this morning, before I saw your complaint to the Revdex.com, it was brought to my attention that the refund amount was...
not correct. [redacted] had passed on your voice mail to [redacted], our Service/Parts Manager. He informed me of the problem. Some of the parts were not special ordered and were mistakenly overlooked when the refund was processed. I was told by [redacted] that he left you a message today explaining that a refund for those parts will be issued. Please call him back with your credit card information and we will issue the credit right away. His phone # is [redacted]. Again I appologise for the inconvience.Sincerely,[redacted]John Hine Mazda[redacted]