Open Road Mazda of Morristown

Review: I was charged approximately $400 to get new license plates and the plates were never sent to me as requested. I called and spoke to several people to ship them to my house since I do not live close, and I am away on business. They said it costs an additional $25 to ship them. A $5 USPS box would have worked just fine. Nonetheless, they want to charge me $25 on top of what I already spent and they shipped the plates to themselves.Desired Settlement: Ship the plates to my house without the additional charges.

Business

Response:

As per [redacted], General Manager of Mazda Morristown, the plates will not be sent out via FedEx to avoid any additional charge. However we will accomodate Mr [redacted] and mail them.

Review: I purchased a 36 month lease from this dealer on a 2013 Mazda CX 9 a short time ago. During the negotiations process which occured mostly via phone, my salesman [redacted]) texted me asking if I was interested in a 39 month lease. I said no (and have the texts to prove it). In an email at the end confirming our deal (which I also have as proof) he also states it is a 36 month lease. However, I received my first months bill and lo and behold, it states that I've signed up for a 39 month lease. I contacted both Mr [redacted] and the finance department -- both have said tough luck to me, what it is it is (even though Ive shown them the proof I have). I'm EXTREMELY disappointed and feel like there's been a violation of trust by this dealership I purchased the lease from. Please help-- thankyou!Desired Settlement: The lease changed to what was agreed upon in negotiations -- 36 months (and not 39 months)

Business

Response:

[redacted], General Manager of Mazda Morristown, spoke to both [redacted] and [redacted] regarding Mr. [redacted]' complaint. Although a 36 month lease had been discussed in the negotiation process, the deal was finalized as a 42 month lease. The extended term was necessary to meet Mr. [redacted]' budget constraints. Although the shorter lease was desired and discussed the numbers were unable to be met. The deal jacket was pulled and he observed both a signed buyers order and a signed lease contract for a 42 month lease with a payment of $350. [redacted] further explained to Mr. [redacted] that, after making his first payment at the dealership, he would have 41 remaining payments. [redacted] can be reached at [redacted] to further discuss the situation if necessary.Kind regards,[redacted]Open Road Auto Group

Review: The temporary license plates have expired. The dealership cannot fix the problem. I have made several attempts to to get a satisfactory answer and have not.

They recommend drive the car and if I get a ticket they will take care of it. I don't think that is a satisfactory solution.Desired Settlement: Since the car cannot be driven legally I want to make partial payment.

Business

Response:

We appreciate [redacted]s patience and understand his frustration. There are unforeseen circumstances that could delay the process but the plates are available for pick up today, April 23rd, after 4:00pm. [redacted] has been notified by the dealership.Sincerely,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

Review: I purchased a car and paid for the "documentation fee" of five hundred dollars which covers the filing of paper work and documentation on top of the fee for [redacted]. I live in Pennsylvania so I need PA tags and inspection. I can't get an inspection until I have the tags and registration which I have not received. My temporary registration had expired on 06/06/15 so I'm now running the risk of having my car impounded due to lack of registration and inspection. I've reached out to them but have yet to receive any update on the situation other than we're working on it. They also charged me an extra fifty dollars for the [redacted] fee making it three hundred, as they predicted it would cost more and told me that they would reimburse me if it didn't cost as muchDesired Settlement: I would like a partial refund for half of the documentation fee and receipt from [redacted] ([redacted]) explaining the cost of tags and registration including a refund if the charges were less than three hundred dollars I paid at the dealership. More importantly, I want everything I need to legally drive my car.

Business

Response:

Mr [redacted],I understand your concerns regarding your registration. AFter speaking to our Motor Vehicle clerk I learned that there was s a delay as a result of [redacted] kicking back your documents. Your social security # did not match your name and address in their system. Pa law requires your adress to be current and we appreciate you taking the time to visit their offices to update their file. Unfortunately these issues delayed the process but we were told today by [redacted] at It's Easy (the company that processes our out of state motor vehicle) that we would recieve it today. Once in hand we will overnight everything to you.Motor vehicle charges are collected and any overcharge is refunded to the customer. Once the paperwork is complete and documented in our accounting office a check will be issued to you.I hope this explanation is helpful.Sincerely,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

If there was a problem I should've been notified within the time frame of the temporary registration. The fees that are paid to you are for handling the process of such paper work and making sure it's completed. The fact that I had to call and question where the plates were is unacceptable. It seems that once the sale is made the customer is no longer valued. Registration for a car purchased from you shouldn't be an afterthought.

Regards,

Business

Response:

Mr [redacted] we take pride in our customer service and care very much. The process in which we must follow is not perfect and unfortunately it affected you. I was informed that your plates were sent via [redacted] last night and should be in your pocession today. Any remaining balance for ** fees will be reimbursed once processed through our accounting department.I apologize for any inconvenience.Sincerely,[redacted]

Review: Purchased a certified pre-owned vehicle from Open Road Mazda on March 26, 2014. I was instructed to bring a bank check in payment at time of pick-up. It turned out that the amount of the bank check was $95 too high because they had transferred my existing plates instead of obtaining new plates. I was told that I would receive a refund of the $95 in a few days. Over 7 weeks later, after at least 4 phone calls to my salesman ([redacted]), I received a check for only $10 on May 17. I contacted the dealership again and they called back on May 19 to advise that they acknowledged the mistake, and a check for the $85 balance would be cut "in a day or two". I did not receive the check and called [redacted] again on May 29. He advised that the check had been cut, but was awaiting signature by some superior who would be in the next day. He assured me that the check would be in the mail by Friday May 30. It is now June 4 and no check.Desired Settlement: Refund of my $85. Throwing in an extra perk for my aggravation would be nice, but I don't get the feeling this dealership cares.

Business

Response:

[redacted], Office Manager of Open Road Mazda of Morristown, confirmed that the check was sent out last week. I am assuming the check will arrive today if it hasn't already. [redacted], General Manager, would like to extend the first oil change to Mr [redacted] for his trouble. It is our intent to remedy this problem.

Kind regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Check was received 6/5/14.

Regards,

Review: When I had my vehicle repaired for a check [redacted]ine light problem and approved the repairs as per their phone estimate for the repairs they added this unauthorized service to my invoice "Customer Request Fuel Injection Service" $159.95 + tax which added $166.95 to my bill. I DID NOT ask for this service nor did they advise me it was included in the total amount of the estimated repairs

Business

Response:

[redacted], General Manager of Mazda of Morristown, contacted Mr [redacted] directly and resolved the issue at hand.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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