Pearson Mazda

Revdex.com: I have reviewed the offer 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.Received letter from Pearson MazdaThe details are not exactly what happened and now they say they can't reach me by phone after calling me 5-times while they had my carI am not satisfied with themI also emailed them my phone number to the person on the letter so they can call meStill extremely unhappy with this company! Regards, [redacted]

Revdex.com: I have reviewed the offer and/or 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 appreciate that the business replaced the rotors, but the time frame of nearly weeks and multiple trips to and from were unacceptableOn top of that, the initial tactic used to bring us into the showroom (deceptive online listings showing prices $ [redacted] lower on cars they didn't really have), and the lack of honesty and transparency about the issue which first delayed the readiness of the car by a full hours are still problems.I was assured that I would not have to deal with Judy in service, who played hardball tactics (she claimed that our authorization for the loaner was revoked and we would have to return it *immediately [redacted] before our new car was ready) and did not work with us towards resolutionThat assurance was false: when I went to pick up the car, a smug Judy thrust the key at me.While we do finally have the car, the serious nature of deceptions large and small which were not acknowledged or admitted to make us unable and unwilling to return to this dealership, and we will not be able to use our warranty or the service package which came with the carThis is frustrating and represents a serious financial loss to us, as we will have to have service performed more expensively elsewhere in the future.I would recommend that this dealership overhaul their entire practices, starting with the deceptive advertising and obstinate service departmentI believe that this is the strategy they employ: friendly front of house staff, but pushy, stubborn, unhelpful back of house staff after you've bought into the whole packageI think it's unethical and have met many former Pearson Mazda customers who will never return because of this behaviorI can not in good conscience withdraw my report entirely, as I believe that Pearson still continues their practices, and I do not want to lead someone else to go here now that I know how they operate Regards, [redacted]

Hello, and thank you for the update on thisWe were able to take care of this customer while the vehicle was in the shop stillEven though we found no damage to the rotors we went ahead and replaced them anywayUnfortunately myself and the customer had not spoken yet when this message was sent to the Revdex.comThe customer is completely satisfied and has removed any and all other negative remarks that were put out on the InternetRegards,***

Pearson Mazda response to complaint ID [redacted] '.Helvetica NeueUI';">On March 13th [redacted] arrived for her appointment to have her airbag light diagnosed The technician scanned for codes and found *** stored in the vehicles restraint control moduleFollowing *** pinpoint guidelines [redacted] was informed the seat would not take programing after attempting a relearn process*** technician hotline was contacted by our master technician, case # [redacted] , he was instructed to replace the seat weight module [redacted] was also informed by [redacted] of the possibility of additional repairs once the module was installed [redacted] at that point agreed to order the module at a cost of $installed parts and labor On March 18th [redacted] returned to have the seat weight module installed and have the vehicle re-inspected for the Virginia State Inspection rejection she received at another shopAfter installing the seat weight module per *** tech hotline the technician informed [redacted] that the seat weight sensor, witch is part of the seat track, did not read properlyPrior to the installation of the module the technician could not view the seat weight sensor value with the scan tool at all With further testing using *** technical hotline assistance we concluded the need to replace the seat track due to a weight sensor improperly reading [redacted] was contacted and advised the seat module was installed but the seat weight value was not correct [redacted] questioned if the module was needed and was informed the module was in fact a requirement but additional components would be also be required [redacted] was provided two options, a recycled seat track assembly at $before installation or a new unit at $before installationInstallation was $with either unit being installed [redacted] choose the recycled unit and was made aware it would take at minimum days before it would be in stock After days the recycled seat track arrived but appeared to have water damage and was not usedA second attempt was made at getting a used unit but that seat track also was damaged A 3rd unit arrived and was installed but would not read zero with no weight in the seatAt this point with recycled parts that were no good [redacted] was informed that we could not get a quality recycled seat track from our suppliers so a new part was the only option [redacted] agreed to the installation cost of $for the new seat track, she was not charged for the installation and programming of the recycled part that turned out to be no goodAfter the new seat track arrived and was installed the airbag light was repaired and [redacted] approved additional the wipers blades it would need to pass Virginia State InspectionThe wiper blades were installed the same day and [redacted] was informed promptly the vehicle was ready for pick upNo other issue was expressed at pickup other than the need for the old parts which were not only retrieved and boxed but also placed in the vehicle she arrived in Several days after pick up *** customer experience contacted [redacted] in regards to [redacted] *** customer experience stated [redacted] believed a part was installed that she did not need, the module*** customer experience was informed by [redacted] that we used pinpoint testing and *** hotline assistance to diagnose the airbag light*** customer experience concluded we performed the repairs per *** specifications and would inform the customer of the need for not only the module but the seat track On April 1st we received a message through our online appointment system from [redacted] regarding her experience once again being unsatisfactory and even claiming our establishment as “shady”Several attempts have been made to contact [redacted] to review her experience with the service department at Pearson Mazda and to clarify any concerns she might haveTelephone contact was not successful at the number we previously used several times before The General Manager and the Parts and Service Director have been made aware of the situation and value [redacted] concernsOften with electrical repairs there are additional parts needed after the initial diagnosisWe would welcome the opportunity to clarify this with [redacted] and regain her as a valued customer [redacted] Parts and Service Director [redacted]

Hello,
I have spoken to the consumer that lodged this complaint, and everything that was promised was taken care ofWe fixed the scratch originally (not to the consumers liking) so then we sent it to the Body shop to have the entire panel paintedThe reason why it took as long as it
did was because of the Thanksgiving week, and several of our vendors had taken the time offI apologize that the consumer is upset as that is not how we operate, however some of the concerns did take a little longer than we anticipatedThere was no intentional run around given, and we actually used this situation in our staff meeting this morning to take a moment and retrain ourselves on how we are to present things to the consumer so that something like this is perhaps prevented in the future. If I can be of further assistance please feel free to reach out to me directlyRegards,Mike S***
General Manager
***
***

Good afternoon,
In response to case # ">***. I wanted to update the Revdex.com and the customer on this situation of the parts not being deliveredIt is our understanding that there was a conflict with schedule and availability early on with the accessories that Mr*** is referencingWe did however not have an opportunity yesterday to deliver the parts to himThey are being delivered to him this afternoon via our parts delivery serviceIf there is further need to speak to me please do not hesitate to do so
Thank you,
Mike
Regards,
*** ** ***
Pearson Mazda
General Manager
*** ( Direct)
804-346-***@pearsonmazda.com

I have spoken to Mr*** about his refund for his GAP coverage; he has been provided proof that the refund was submittedHe has been informed that the refund comes from the GAP coverage company not Pearson Mazda and it does take some time for that to be receivedI have apologized for the communication issue between Pearson Mazda and Mr***Mr*** said he understood and was satisfied with Pearson Mazda about this issue

Good Afternoon,To address this complaint, we would have to back up a few weeks when the customer originally made contact with us stating the body shop he was at said that there was additional damage that was visible that would not be included in the tree fallingAt that time my Service Manager and
I spoke and we informed Mr*** that we would like to inspect the car as well to verify this was the caseMr*** declined to tell us where the vehicle was at( I am only learning of where the car is from the complaint filed) We wanted to look at the vehicle and if we could determine that there was something that was unsafe on the vehicle that would have had any impact on our inspections and could be deemed that has been that way for over a year we would get it taken care ofAs mentioned the vehicle was a Mazda certified vehicle which actually has some guidelines that are even more strict than a VA State inspection, so it is difficult to think that there were safety issues with a vehicle before it left our lotThere are no intentional reason ever that we would try to hide an issueAs Mr*** said himself he bought the car from us due to our reputationIf Mr*** would like to come in at a convenient time for him, and when my technicians and Service Department are available with the car we would be glad to look at his concernsOur Service Department is open from 7:until 6:Monday- Friday and Saturdays from 8:until 3:exclusive of HolidaysIE: Labor Day, Memorial day etcPlease also keep in mind that the last time the vehicle was here for service was November of 2015. Regards,Mike S*General Manager

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action requires clarification.
The "availability" problem was never mentioned until the 18th, when we closed on the purchase. This points to incompetence on the part of Pearson Mazda for failure to maintain an adequate inventory on commonly purchased options; or a cavalier approach to customer service, or inadequate training of staff, for failure to mention - days before closing - that ANY possibility existed of my not receiving everything I was paying for at closing. Indeed, I was promised on several occasions that the items would be delivered to me immediately - NONE of which, was fulfilled. The ONLY reason this became a "scheduling" problem is because of Pearson's failure to give me everything I paid for in timely fashion. Interestingly enough, on the day I filed a complaint with the Revdex.com, and left a message with Mr***'s secretary that I had done so, the items were finally delivered
Shame on Pearson Mazda for behaving this way, and also for attempting to gloss it over.Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.
The manager left out several thingsThe vehicle was purchased on 11/we were told by the salesman the scratch would be fixed and unnoticeableAlso as part of the deal rubber floor mats and a cargo mat were to be included and we were told again by the salesman (Phil) that those would be with the vehicle on delivery and we're in stockWe were given an IOU for those itemsUpon return for pickup/delivery on 11/The scratch was as visible as it has previously been and the repair we were informed that was to be done was not as describedAdditionally, the mats were not with the vehicleAfter presenting the IOU and asking for the mats, only the floor mats were brought outWe were then informed the cargo mat was not thereThe salesman then informed us he would have it overnight to our addressdays later still no matWe contacted them and had to return to the dealer yet again to pickup the matWe were then told to bring it back the next day to drop off to have the scratch fixed the way were told originallySo to say not to our liking, and we were not run around is not true yet againHad we been told things truthfully and realistically from the start it would be differentWe were the ones constantly inconvenienced driving miles each way to get stuff done. Regards,
*** ***

Good afternoon,In response to case # ***. I wanted to update the Revdex.com and the customer on this situation of the parts not being deliveredIt is our understanding that there was a conflict with schedule and availability early on with the accessories that Mr*** is referencing
We did however not have an opportunity yesterday to deliver the parts to himThey are being delivered to him this afternoon via our parts delivery service.If there is further need to speak to me please do not hesitate to do so. Thank you,Mike Regards, *** ** ***Pearson MazdaGeneral Manager*** ( Direct)804-346-0300***@pearsonmazda.com

Good Morning. I have reviewed the complaint with my finance department as well as checked the transaction summary with the loan submissions to the financial institutes that we were working with to secure the loanNo where was any information other than Miss *** information submitted
for loan processingThe reason that Mazda Capital Services has denied the transaction is due to once they received the required proof of income, they deemed that her income was not sufficient enough to secure financing on the amount of money requestedMazda Capital Services as well a Capital One have both refused to loan money based upon the information contained on the pay stubs providedIt was the banks suggestion to have Miss *** to try and secure a qualified Co-signor. Regards,Mike S*** General ManagerPearson Mazda

Hello, I have spoken to the consumer that lodged this complaint, and everything that was promised was taken care of. We fixed the scratch originally (not to the consumers liking) so then we sent it to the Body shop to have the entire panel painted. The reason why it took as long as it did was...

because of the Thanksgiving week, and several of our vendors had taken the time off. I apologize that the consumer is upset as that is not how we operate, however some of the concerns did take a little longer than we anticipated. There was no intentional run around given, and we actually used this situation in our staff meeting this morning to take a moment and retrain ourselves on how we are to present things to the consumer so that something like this is perhaps prevented in the future. If I can be of further assistance please feel free to reach out to me directly.Regards,Mike S[redacted]General Manager

Revdex.com:
I have reviewed the offer 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.Received letter from Pearson Mazda. The details are not exactly what happened and now they say they can't reach me by phone after calling me 5-6 times while they had my car. I am not satisfied with them. I also emailed them my phone number to the person on the letter so they can call me. Still extremely unhappy with this company!
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or 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 
The manager left out several things. The vehicle was purchased on 11/8 we were told by the salesman the scratch would be fixed and un-noticable. Also as part of the deal rubber floor mats and a cargo mat were to be included and we were told again by the salesman (Phil) that those would be with the vehicle on delivery and we're in stock. We were given an IOU for those items. Upon return for pickup/delivery on 11/15. The scratch was as visible as it has previously been and the repair we were informed that was to be done was not as described. Additionaly the mats were not with the vehicle. After presenting the IOU and asking for the mats, only the floor mats were brought out. We were then informed the cargo mat was not there. The salesman then informed us he would have it overnight to our address. 3 days later still no mat. We contacted them and had to return to the dealer yet again to pickup the mat. We were then told to bring it back the next day to drop off to have the scratch fixed the way were told originally. So to say not to our liking, and we were not run around is not true yet again. Had we been told things truthfully and realistically from the start it would be different. We were the ones constantly inconvenienced driving 36 miles each way to get stuff done. 
Regards,
[redacted]

Pearson Mazda response to complaint ID [redacted]
 
'.Helvetica NeueUI';">On March 13th 2014 [redacted] arrived for her appointment to have her airbag light diagnosed.  The technician scanned for codes and found [redacted] stored in the vehicles restraint control module. Following [redacted] pinpoint guidelines [redacted] was informed the seat would not take programing after attempting a relearn process. [redacted] technician hotline was contacted by our master technician, case # [redacted], he was instructed to replace the seat weight module.  [redacted] was also informed by [redacted] of the possibility of additional repairs once the module was installed.  [redacted] at that point agreed to order the module at a cost of $620 installed parts and labor.
On March 18th 2014 [redacted] returned to have the seat weight module installed and have the vehicle re-inspected for the Virginia State Inspection  rejection she received at another shop. After installing the seat weight module per [redacted] tech hotline the technician informed [redacted] that the seat weight sensor, witch is part of the seat track, did not read properly. Prior to the installation of the module the technician could not view the seat weight sensor value with the scan tool at all.  With further testing using [redacted] technical hotline assistance we concluded the need to replace the seat track due to a weight sensor improperly reading. [redacted] was contacted and advised the seat module was installed but the seat weight value was not correct. [redacted] questioned if the module was needed and was informed the module was in fact a requirement but additional components would be also be required. [redacted] was provided two options, a recycled seat track assembly at $483 before installation or a new unit at $966 before installation. Installation was $105 with either unit being installed. [redacted] choose the recycled unit and was made aware it would take at minimum 3 days before it would be in stock.  After 3 days the recycled seat track arrived but appeared to have water damage and was not used. A second attempt was made at getting a used unit but that seat track also was damaged.  A 3rd unit arrived and was installed but would not read zero with no weight in the seat. At this point with 3 recycled parts that were no good [redacted] was informed that we could not get a quality recycled seat track from our suppliers so a new part was the only option. [redacted] agreed to the installation cost of $1230 for the new seat track, she was not charged for the installation and programming  of the recycled part that turned out to be no good. After the new seat track arrived and was installed the airbag light was repaired and [redacted] approved additional the wipers blades it would need to pass Virginia State Inspection. The wiper blades were installed the same day and [redacted] was informed promptly the vehicle was ready for pick up. No other issue was expressed at pickup other than the need for the old parts which were not only retrieved and boxed but also placed in the vehicle she arrived in. 
Several days after pick up [redacted] customer experience contacted [redacted] in regards to [redacted] customer experience stated [redacted] believed a part was installed that she did not need, the module. [redacted] customer experience was informed by [redacted] that we used pinpoint testing and [redacted] hotline assistance to diagnose the airbag light. [redacted] customer experience concluded we performed the repairs per [redacted] specifications and would inform the customer of the need for not only the module but the seat track.
On April 1st we received a message through our online appointment system from [redacted] regarding her experience once again being unsatisfactory and even claiming our establishment as “shady”. Several attempts have been made to contact [redacted] to review her experience with the service department at Pearson Mazda and to clarify any concerns she might have. Telephone contact was not successful at the number we previously used several times before. 
The General Manager and the Parts and Service Director have been made aware of the situation and value [redacted] concerns. Often with electrical repairs there are additional parts needed after the initial diagnosis. We would welcome the opportunity to clarify this with [redacted] and regain her as a valued customer. 
 
[redacted] 
Parts and Service Director
[redacted]

Hello, I have spoken to the consumer that lodged this complaint, and everything that was promised was taken care of. We fixed the scratch originally (not to the consumers liking) so then we sent it to the Body shop to have the entire panel painted. The reason why it took as long as it did was...

because of the Thanksgiving week, and several of our vendors had taken the time off. I apologize that the consumer is upset as that is not how we operate, however some of the concerns did take a little longer than we anticipated. There was no intentional run around given, and we actually used this situation in our staff meeting this morning to take a moment and retrain ourselves on how we are to present things to the consumer so that something like this is perhaps prevented in the future. If I can be of further assistance please feel free to reach out to me directly.Regards,Mike S[redacted]General Manager[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or 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 appreciate that the business replaced the rotors, but the time frame of nearly 2 weeks and multiple trips to and from were unacceptable. On top of that, the initial tactic used to bring us into the showroom (deceptive online listings showing prices $[redacted] lower on cars they didn't really have), and the lack of honesty and transparency about the issue which first delayed the readiness of the car by a full 48 hours are still problems.I was assured that I would not have to deal with Judy in service, who played hardball tactics (she claimed that our authorization for the loaner was revoked and we would have to return it *immediately* before our new car was ready) and did not work with us towards resolution. That assurance was false: when I went to pick up the car, a smug Judy thrust the key at me.While we do finally have the car, the serious nature of deceptions large and small which were not acknowledged or admitted to make us unable and unwilling to return to this dealership, and we will not be able to use our warranty or the service package which came with the car. This is frustrating and represents a serious financial loss to us, as we will have to have service performed more expensively elsewhere in the future.I would recommend that this dealership overhaul their entire practices, starting with the deceptive advertising and obstinate service department. I believe that this is the strategy they employ: friendly front of house staff, but pushy, stubborn, unhelpful back of house staff after you've bought into the whole package. I think it's unethical and have met many former Pearson Mazda customers who will never return because of this behavior. I can not in good conscience withdraw my report entirely, as I believe that Pearson still continues their practices, and I do not want to lead someone else to go here now that I know how they operate.
Regards,
[redacted]

Hello, and thank you for the update on this... We were able to take care of this customer while the vehicle was in the shop still. Even though we found no damage to the rotors we went ahead and replaced them anyway. Unfortunately myself and the customer had not spoken yet when this message was sent...

to the Revdex.com. The customer is completely satisfied and has removed any and all other negative remarks that were put out on the Internet. Regards,[redacted]