Lithia Mazda of Fresno

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ In regards to Mr [redacted] we have advised him that we can replace the battery under the manufacturer warranty as he had paid out of pocket for the replacement of his batteryHowever Mr [redacted] walked the battery into our service department and requested it to be exchanged, due to our policy and due to the B.A.R along with manufacturers request we must prepare a written repair order to provide such a requestMrChengs vehicle does crank but will not start, so it would be imperative that the vehicle be towed to our dealership, in which I advised Mr [redacted] if he needed re-imbursement for the tow we could submit a claim to Mazda as the failed battery is covered by their manufacturer warrantyIt is my belief that Mr [redacted] is not fully aware of the process we must follow, we do no that the battery is failed as it has been sitting in our shop for just about a weeks' time now, and I also tried explaining once the battery is replaced we can perform a full charging system test to verify proper operation of alternator and startedI will wait for a response as I have not yet received a call back from Mr***, Thank you in advance [redacted] Lithia Mazda/Volvo Service Manager XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am disappointed by the dealer's response As I was told by both of the Manager of Parts Department and the Service Department Manager on 10/19/15, Lithia Mazda of Fresno (the dealer) is willing to replace the battery under its warranty The Manager of Parts Department said that he could have the battery replaced over the counter if I had purchased the battery directly from his Parts Department However, since the battery was purchased and installed by the Service Department, the Manager of Parts Department said that he had to receive an approval from the Service Department On the other hand, the Service Department Manager claimed that their policy required my vehicle to be driven to his shop in order to receive a new battery Although I explained the situation to the Service Department Manager from the very beginning, he chose to ignore the facts that: 1) I tried to jump-start the vehicle but it had no response at all It had no power simply because of a dead battery; and 2) my vehicle was not operational safely without a battery The Service Department Manager sent a technician to my house but it did not accomplish anything The vehicle DID NOT CRANK and it had no sign of any power as I previously stated It is so sad to see the Service Department Manager made such a statement saying, "the vehicle does crank but will not start" The Service Department Manager demanded the vehicle being towed to his shop at my own cost the first day Then, he tried to give me a phone number the next day to the manufacturer checking if I could get reimbursed for the towing fee Honestly speaking, as a customer, who pays the dealer for a battery, which is guaranteed by the dealer, it is not my concern what kind of documentation that the Service Department Manager is required to do for the dealer, inter-departments, or the manufacturer If it was so imperative that the vehicle being towed to his shop, the Service Department Manager should have done so that day and finished his paper work for his reimbursement from the manufacturer later I was simply asking for the battery to be replaced, not a full charging system test If the policy requires the dealer or manufacturer to run a diagnosis, that is a business between the dealer and the manufacturer, not the customers' The Service Department Manager can do all tests he wants after he have the vehicle towed to his shop as required by the so-called policy The dealer has been given all opportunity to fix the problem Unfortunately, from the dealer's last response to this complaint on Revdex.com website, I do not see any of their intention to provide a solution for this matter It has been a very long time for such a simple request and a huge inconvenience in the last two weeks I am well aware of the "policy" the Service Manager has been using repeatedly as an excuse not to fulfill his obligation I have to admit that I made a mistake allowing the dealer to replace my battery and regret paying them additional $service charge for a simple job to put a battery in my vehicle Thus, I went to AutoZone for a new battery on 11/1/15, installed it to my vehicle, and started it without any issue at all My vehicle is running perfectly fine with a good battery in it I have lost faith in this dealer and trust for them to do any work on my vehicle This story will show people the way how Lithia Mazda of Fresno treats the customers If the dealer is willing to make a good faith effect to fix this issue, I will accept a full refund of the battery and its service charge I originally paid them

Initial Business Response / [redacted] (1000, 10, 2015/12/07) */ [redacted] , Attached are the contract and closing statement which were signed with the dollar amount of the extended service contract by Mr***I'm sure the verbiage used when the vehicle was purchased was "with the warranty your payment is $364.61"I would be more than happy to assist in any way to resolve any concernsIf he would like to cancel the warranty, we are able to do that with a simple signatureI can email him the document needed to have the contract cancelled and money paid to their lien holder, which will lower their amount due to JP Morgan Chase byLet me know how you would like me to proceed from here Regards, [redacted] Sales Manager Lithia Mazda/Volvo of Fresno (XXX) XXX-XXXX [redacted] @Lithia.com Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr [redacted] wishes to simply point to the contract and state that his representative, Mr [redacted] ***, told us up front that the extended warranty was included in the contract That is the exact opposite of the truth I was already pre-approved by my credit union for a car loan I did not need to have my car financed by Mazda We chose Mazda financing because Mr [redacted] told us that the extended warranty would be "free" if we went with their financing So I will continue to pursue this complaint My wife is also a witness to what Mr [redacted] said Lithia Mazda appears to have no concern for what my wife and I claim I just want them to admit that Mr [redacted] used a deceptive practice in order to get us to finance through Mazda Capital I filed for a refund as soon as I found out that the price of the warranty was included in the contract I also had my Mazda loan paid off and financed my car through my credit union I expect Lithia Mazda, [redacted] ***, and Mr [redacted] to admit to their deceptive practice Final Business Response / [redacted] (4000, 14, 2015/12/09) */ We apologize for the loss of trust due to the actions of [redacted] Deceptive practices are not tolerated by the Lithia Corporation and your incident is no exceptionThe amount you paid for the extended service contract will be paid back to you in full, and the check can be mailed out to your residence

This is the information that I sent to *** after her response stating she would not pay her high payoffI don’t believe this was in the email I forwarded you yesterdayIt is not our intention to harass or use have to use legal action to collect a debt that is legitimateThank you in advance for
looking into this complaint furtherPlease notify me of your receipt of the information

Initial Business Response /* (1000, 5, 2015/10/27) */
In regards to Mr*** we have advised him that we can replace the battery under the manufacturer warranty as he had paid out of pocket for the replacement of his batteryHowever Mr*** walked the battery into our service department and
requested it to be exchanged, due to our policy and due to the B.A.R along with manufacturers request we must prepare a written repair order to provide such a requestMrChengs vehicle does crank but will not start, so it would be imperative that the vehicle be towed to our dealership, in which I advised Mr*** if he needed re-imbursement for the tow we could submit a claim to Mazda as the failed battery is covered by their manufacturer warrantyIt is my belief that Mr*** is not fully aware of the process we must follow, we do no that the battery is failed as it has been sitting in our shop for just about a weeks' time now, and I also tried explaining once the battery is replaced we can perform a full charging system test to verify proper operation of alternator and startedI will wait for a response as I have not yet received a call back from Mr***, Thank you in advance
***
Lithia Mazda/Volvo
Service Manager
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am disappointed by the dealer's responseAs I was told by both of the Manager of Parts Department and the Service Department Manager on 10/19/15, Lithia Mazda of Fresno (the dealer) is willing to replace the battery under its warrantyThe Manager of Parts Department said that he could have the battery replaced over the counter if I had purchased the battery directly from his Parts DepartmentHowever, since the battery was purchased and installed by the Service Department, the Manager of Parts Department said that he had to receive an approval from the Service DepartmentOn the other hand, the Service Department Manager claimed that their policy required my vehicle to be driven to his shop in order to receive a new batteryAlthough I explained the situation to the Service Department Manager from the very beginning, he chose to ignore the facts that: 1) I tried to jump-start the vehicle but it had no response at allIt had no power simply because of a dead battery; and 2) my vehicle was not operational safely without a batteryThe Service Department Manager sent a technician to my house but it did not accomplish anythingThe vehicle DID NOT CRANK and it had no sign of any power as I previously statedIt is so sad to see the Service Department Manager made such a statement saying, "the vehicle does crank but will not start"
The Service Department Manager demanded the vehicle being towed to his shop at my own cost the first dayThen, he tried to give me a phone number the next day to the manufacturer checking if I could get reimbursed for the towing feeHonestly speaking, as a customer, who pays the dealer for a battery, which is guaranteed by the dealer, it is not my concern what kind of documentation that the Service Department Manager is required to do for the dealer, inter-departments, or the manufacturerIf it was so imperative that the vehicle being towed to his shop, the Service Department Manager should have done so that day and finished his paper work for his reimbursement from the manufacturer laterI was simply asking for the battery to be replaced, not a full charging system testIf the policy requires the dealer or manufacturer to run a diagnosis, that is a business between the dealer and the manufacturer, not the customers'The Service Department Manager can do all tests he wants after he have the vehicle towed to his shop as required by the so-called policy
The dealer has been given all opportunity to fix the problemUnfortunately, from the dealer's last response to this complaint on Revdex.com website, I do not see any of their intention to provide a solution for this matterIt has been a very long time for such a simple request and a huge inconvenience in the last two weeksI am well aware of the "policy" the Service Manager has been using repeatedly as an excuse not to fulfill his obligationI have to admit that I made a mistake allowing the dealer to replace my battery and regret paying them additional $service charge for a simple job to put a battery in my vehicleThus, I went to AutoZone for a new battery on 11/1/15, installed it to my vehicle, and started it without any issue at allMy vehicle is running perfectly fine with a good battery in itI have lost faith in this dealer and trust for them to do any work on my vehicle
This story will show people the way how Lithia Mazda of Fresno treats the customersIf the dealer is willing to make a good faith effect to fix this issue, I will accept a full refund of the battery and its service charge I originally paid them

Initial Business Response /* (1000, 10, 2015/12/07) */
***,
Attached are the contract and closing statement which were signed with the dollar amount of the extended service contract by Mr***I'm sure the verbiage used when the vehicle was purchased was "with the warranty your
payment is $364.61"I would be more than happy to assist in any way to resolve any concernsIf he would like to cancel the warranty, we are able to do that with a simple signatureI can email him the document needed to have the contract cancelled and money paid to their lien holder, which will lower their amount due to JP Morgan Chase byLet me know how you would like me to proceed from here
Regards,
***
Sales Manager
Lithia Mazda/Volvo of Fresno
(XXX) XXX-XXXX
***@Lithia.com
Initial Consumer Rebuttal /* (3000, 12, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** wishes to simply point to the contract and state that his representative, Mr*** ***, told us up front that the extended warranty was included in the contract That is the exact opposite of the truth I was already pre-approved by my credit union for a car loan I did not need to have my car financed by Mazda We chose Mazda financing because Mr*** told us that the extended warranty would be "free" if we went with their financing So I will continue to pursue this complaint My wife is also a witness to what Mr*** said Lithia Mazda appears to have no concern for what my wife and I claim I just want them to admit that Mr*** used a deceptive practice in order to get us to finance through Mazda Capital I filed for a refund as soon as I found out that the price of the warranty was included in the contract I also had my Mazda loan paid off and financed my car through my credit union I expect Lithia Mazda, *** ***, and Mr*** to admit to their deceptive practice
Final Business Response /* (4000, 14, 2015/12/09) */
We apologize for the loss of trust due to the actions of ***Deceptive practices are not tolerated by the Lithia Corporation and your incident is no exceptionThe amount you paid for the extended service contract will be paid back to you in full, and the check can be mailed out to your residence

Initial Business Response /* (1000, 5, 2015/10/27) */
In regards to Mr*** we have advised him that we can replace the battery under the manufacturer warranty as he had paid out of pocket for the replacement of his batteryHowever Mr*** walked the battery into our service department and
requested it to be exchanged, due to our policy and due to the B.A.R along with manufacturers request we must prepare a written repair order to provide such a requestMrChengs vehicle does crank but will not start, so it would be imperative that the vehicle be towed to our dealership, in which I advised Mr*** if he needed re-imbursement for the tow we could submit a claim to Mazda as the failed battery is covered by their manufacturer warrantyIt is my belief that Mr*** is not fully aware of the process we must follow, we do no that the battery is failed as it has been sitting in our shop for just about a weeks' time now, and I also tried explaining once the battery is replaced we can perform a full charging system test to verify proper operation of alternator and startedI will wait for a response as I have not yet received a call back from Mr***, Thank you in advance
***
Lithia Mazda/Volvo
Service Manager
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am disappointed by the dealer's response As I was told by both of the Manager of Parts Department and the Service Department Manager on 10/19/15, Lithia Mazda of Fresno (the dealer) is willing to replace the battery under its warranty The Manager of Parts Department said that he could have the battery replaced over the counter if I had purchased the battery directly from his Parts Department However, since the battery was purchased and installed by the Service Department, the Manager of Parts Department said that he had to receive an approval from the Service Department On the other hand, the Service Department Manager claimed that their policy required my vehicle to be driven to his shop in order to receive a new battery Although I explained the situation to the Service Department Manager from the very beginning, he chose to ignore the facts that: 1) I tried to jump-start the vehicle but it had no response at all It had no power simply because of a dead battery; and 2) my vehicle was not operational safely without a battery The Service Department Manager sent a technician to my house but it did not accomplish anything The vehicle DID NOT CRANK and it had no sign of any power as I previously stated It is so sad to see the Service Department Manager made such a statement saying, "the vehicle does crank but will not start"
The Service Department Manager demanded the vehicle being towed to his shop at my own cost the first day Then, he tried to give me a phone number the next day to the manufacturer checking if I could get reimbursed for the towing fee Honestly speaking, as a customer, who pays the dealer for a battery, which is guaranteed by the dealer, it is not my concern what kind of documentation that the Service Department Manager is required to do for the dealer, inter-departments, or the manufacturer If it was so imperative that the vehicle being towed to his shop, the Service Department Manager should have done so that day and finished his paper work for his reimbursement from the manufacturer later I was simply asking for the battery to be replaced, not a full charging system test If the policy requires the dealer or manufacturer to run a diagnosis, that is a business between the dealer and the manufacturer, not the customers' The Service Department Manager can do all tests he wants after he have the vehicle towed to his shop as required by the so-called policy
The dealer has been given all opportunity to fix the problem Unfortunately, from the dealer's last response to this complaint on Revdex.com website, I do not see any of their intention to provide a solution for this matter It has been a very long time for such a simple request and a huge inconvenience in the last two weeks I am well aware of the "policy" the Service Manager has been using repeatedly as an excuse not to fulfill his obligation I have to admit that I made a mistake allowing the dealer to replace my battery and regret paying them additional $service charge for a simple job to put a battery in my vehicle Thus, I went to AutoZone for a new battery on 11/1/15, installed it to my vehicle, and started it without any issue at all My vehicle is running perfectly fine with a good battery in it I have lost faith in this dealer and trust for them to do any work on my vehicle
This story will show people the way how Lithia Mazda of Fresno treats the customers If the dealer is willing to make a good faith effect to fix this issue, I will accept a full refund of the battery and its service charge I originally paid them

Initial Business Response /* (1000, 10, 2015/12/07) */
[redacted],
Attached are the contract and closing statement which were signed with the dollar amount of the extended service contract by Mr. [redacted]. I'm sure the verbiage used when the vehicle was purchased was "with the warranty your...

payment is $364.61". I would be more than happy to assist in any way to resolve any concerns. If he would like to cancel the warranty, we are able to do that with a simple signature. I can email him the document needed to have the contract cancelled and money paid to their lien holder, which will lower their amount due to JP Morgan Chase by. Let me know how you would like me to proceed from here.
Regards,
[redacted]
Sales Manager
Lithia Mazda/Volvo of Fresno
(XXX) XXX-XXXX
[redacted]@Lithia.com
Initial Consumer Rebuttal /* (3000, 12, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted] wishes to simply point to the contract and state that his representative, Mr. [redacted], told us up front that the extended warranty was included in the contract. That is the exact opposite of the truth. I was already pre-approved by my credit union for a car loan. I did not need to have my car financed by Mazda. We chose Mazda financing because Mr. [redacted] told us that the extended warranty would be "free" if we went with their financing. So I will continue to pursue this complaint. My wife is also a witness to what Mr. [redacted] said. Lithia Mazda appears to have no concern for what my wife and I claim. I just want them to admit that Mr. [redacted] used a deceptive practice in order to get us to finance through Mazda Capital. I filed for a refund as soon as I found out that the price of the warranty was included in the contract. I also had my Mazda loan paid off and financed my car through my credit union. I expect Lithia Mazda, [redacted], and Mr. [redacted] to admit to their deceptive practice.
Final Business Response /* (4000, 14, 2015/12/09) */
We apologize for the loss of trust due to the actions of [redacted]. Deceptive practices are not tolerated by the Lithia Corporation and your incident is no exception. The amount you paid for the extended service contract will be paid back to you in full, and the check can be mailed out to your residence.

This is the information that I sent to [redacted] after her response stating she would not pay her high payoff. I don’t believe this was in the email I forwarded you yesterday. It is not our intention to harass or use have to use legal action to collect a debt that is legitimate. Thank you in advance for...

looking into this complaint further. Please notify me of your receipt of the information.