COMPLAINT AGAINST
Long Beach Mazda
LONG BEACH- CA
Complaint Letter: Yes
Share with Media: Yes COMPLAINT DESCRIPTION I bought a Mazda RX8, 2007(66,000 current Milles) at KARPLUS (San
Fernando, CA) five months ago.
Sundenly my son is telling me he almost had an
accident while turning, on his way to college. I took the car quick to my mechanic's shop (Harbor City, CA).
He advised me to take the car to the experts at Mazda, He thinks the
problem with the power steering is coming from the module or computer. I took the car to Long Beach Mazda
3500 Cherry Ave.
Long Beach, CA 90807.
562- 627-5100 Jeremy: (representative)
Took over, I explained to him what my mechanic is thinking about it.
I told him I need the car to be fix.
We noticed, everybody there was in a hurry, since it was saturday,
and it was around 12:00 noon, they closed at 2:00 pm; However
they were in a rush to get off from work.
He said that the car will be ready on monday AM (12-13-2010),that
they will call me re:
ANYTHING ABOUT THE CAR.
He said:to sign the work order,they need permission from me to fix
it, I asked about that amount specified on the sheet, he said it was
aprox, not need to be worry about,what
she sheet says,it was just procedures to follow up and fix it.
I didn't get a copy that day, just a bussines card. I trusted, the guy seems to be friendly and sure of what he was
saying.
I trusted 100%, since it's the MAZDA DEALER, EXPERTS IN MAZDA BRAND,
AND THEY USE ORIGINAL PARTS, AND GOOD DIAGNOSTIC AND GUARANTEED WORK And since every single parent like me: needs to keep their kids safe
on the road, works two jobs to provide and maintain them at school,
we want the best I was positive MAZDA was the best place to repair
a MAZDA car. Today Monday 12/13/2010 I started calling around 12:00 noon, I
called 12 times in total.
I got worry, they keep handging on me, putting me on hold for a long
period of time, finally the operator asked me: why I was trying too
many times? Until somebody of name Richard, answered, he tried and tried to find
me on the computer, he said I was not a customer, that my name was
not listed on their system.He asked me
about a number on my bill, I told him I never
got anything, just a bussiness car.
I told him to pass me with someone else, who knows more about the
system He left me on hold for a long time forgetting about me. I called and called until someone told me: that he has no time for
jeremy's customers.
I called one more time asking for jeremy: somebody told me that he
was not in. My last option was: Christy:
Supervisor of MAZDA Service Dept
Ext#2171 and this is where my complaint starts:
I explained to her about all my calls and the negatives that I
received, and no one had call me re: about the car.
She was brief saying: the car is ready, but
I'll let you talk to the expert, she said: JUAN, who performed the
repairs. Juan answered: telling me the following statement:
The car is been fixed, it's ready.
Butthere was not need to changed the computer, but we replaced it.
There's another problem do
The racket Pinon, and it will cost you: $1,900 more. He said. I thought that I didn't get it.
So I asked Juan: Why did you changed the computer since there was
not need?
He couldn't answer muy question, saying that he just follow orders.
I got completelly confused, after that call with JUAN.
How come the car was ready to pick up like Cristhy and Juan said to
me?
And they did found another problem to take care which was the Racket
Pinon. I called Christy one more time.
My question was: Why they didn't give me
a call, explaining to me: the module
computer was functioning good,that the
problem it was Rack, like the way
Juan explained to me.???
Cristhy replied: Juan is not an expert
after she was the one who let me talked to him
saying that he was the one working on the car,
and it's funny because the bill said: work performed by: Jim Davis
(see the copies please.) I asked Christy for the second time: asking the same questionWhy
they didn't call me and let me know about the real work that the car
needs?
They should follow a protocol or follow a diagnostic in order to
find out, that the computer was in a good condition, and the real
problem it was the racket pinon.
She replied: that I signed some papers,and everything was requested
by the customer.
I told her I'm not a mechanic, the reason that I took the car to
them, it's because they're the experts in MAZDA. She didn't care, she started to act very mad hanging the phone on me. After that I received a phone call from: Jeremy (714) 222 8387.
And I got the same complaint, why did they changed a computer that
it was working?
Why they didn't have the decency to call me and let me know before
the started working on the car?
I told him that I trusted his word, and what
they really care it's to make quote, not about customer
satisfaccion. I told him that I felt that what they did it was a
clear ripped off on me
I ended up talking alone, he hanged on me. I went to the dealer with my son.
I went to the cashier and I requested that I need to talk to the
supervisor Christy.
I introduced my self shaking her hand.
And she was furious already, I saw the way
she keept looking at me, directly to my eyes,
trying to intimidated me and with a mad expression on her face. I told her make me understand, give me just an answer, I'm a good
human beigh and I need to clarify why they replaced the computer
that it was working for another one?
She keeps answering: you signed and showing me the work order that
jeremy said: it was just procedures to followlike I mentioned above.
I told her: I need the car back, like the way
it was with it's original computer.
She said: you need to pay anywayws. I replied:
I defenitely need to take the incident to the Consumer Affair ( I
need help), and I need copies of everyhting and I will be recording
the conversation with her and my permission for personal and maybe
for Customer Affairs review. She freak out, after she was screaming at me in front of all the
customers waiting on the cashier line, she not even took me to a
private office to discuss bussines in private
like professionals should do it, to protect the prestige of the
company that she works. She keeps telling me in a very agressive voice: That everything was
requested by me and
signed and I refused a diagnostic, and that I said also that my
mechanic had 30 yrs of experience, that I refused a Diagnostic I called (my son) as a witness, who were listening
the whole conversation. He told Cristhy:
that's not what she said.
Christy said: o.k let's forget about the 30 yrs exp. and so, and so.
I told her: that I was so stupid, I should read first on Google
about MAZDA CUSTOMER'S RATING. (See the copy please)
I asked her: why she was afraid of the recording?
She said I'm continuing talking She left me talking alone and run away, I asked her: why are you
running away, like the way you hanged up the phone on me?
Is that how you treat your customers? I approached the cashier, requesting
copies of every single paper, incluiding the one that they should
give me initially. The cashier lady went inside of the office,
taking forever, probably what they did, it was
typing on the Description of Service and parts
documents Please see and review their
comments typed in capital letters:
#1 REPLACE POWER STEERING CONTROL MODULE PER CUST REQUEST. $1,456.00
PLUS TAX REPLACED ELECTRONID POWER STEERING MODULE PER CUSTOMER NO CHANGE
REQUIRES POWER STEERING RACK, INTERNAL MOTOR FAILURE PER MULTI-POING
INSPECTION. I wrote a check for the amount of: $1,570 with 0.30 cents (see the
copy please), in order to get my key and car back, otherwise I
wouldn't get it back.
I stopped the checked, after I drove the car, still dangerous to
drive, and we risked driving it back home, and it's the wheel it's
harder now to handle it.
So I don't understand their position: Saying that the car was fixed
and ready to be pick up. Please help me with this situation, I need you to contact me as soon
as possible and tell me what do I do.
I feel bad stopping the check, but I need the money to fix the real
problem. The car still parked, like I said: it's dangerous to drive it like
that, and MAZDA should know since they're the experts.
Now my son is working hard on the finals, and if he doesn't make it
all the way to Granda Hills he will loose the semester.
Now I need to rent him a compact card, and the only money that I
have now, is the money that I have to repair his car that is one of
the main reason I stopped the check Please help me, I need your help desperately, I went to MAZDA for a
solution not to be involved in this situation.