ComplaintsforGreenway Mazda

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 24th, I completed a significant purchase at Greenway Mazda in Houston, TX, involving the acquisition of a black 2024 CX-90 T S PP with tan Nappa leather, alongside two trade-ins and a $2000 down payment to Greenway Mazda. Unfortunately, the commitments made by Mr. ****** have not been fulfilled. These commitments included the reimbursement of the $2000 down payment and the provision of a two-year service plan for my vehicle as compensation. Despite numerous attempts to address these issues with Collin ****** and the general manager, Rahim *******, the persistent lack of follow-through and responsiveness has left me feeling deeply dissatisfied and undervalued as a customer. The crux of this dispute revolves around miscommunication concerning trade-in values and loan interest rates, compounded by delays in paperwork processing, service errors, and unmet assurances regarding compensation and service plan provisions. I stress the critical importance of promptly resolving this matter to maintain the expected standards of service and integrity at Greenway Mazda. I earnestly request your urgent attention to this ongoing issue to facilitate a timely and equitable resolution.

  Business response

  04/09/2024

  Both the trade ins in question on this deal have been paid off as requested. We have asked that the customer submit receipts of any balance remaining on their account and or late fees incurred and we will be more than happy to reimburse those amounts. Not aware of any other commitments that were made that may still need to be satisfied other than the contractual agreement. In the interest of servicing the customer to the best of our ability if we can be provided proof of any service contracts that are owed we will be more than happy to fulfill those.

  Thank you,

  Rahim *******

  General Manager

  Customer response

  04/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Mr. *******,

  The receipts requested honestly would not align with what Collin had promised us. It's unclear what information Collin may have shared with you, if any. Unfortunately, it seems that he has not followed through on his commitments. While he requested receipts from us, we were transparent over the phone about our payments. We expressed our concerns regarding the service warranty not being sufficient for us to give the survey ratings he desired. We later offered what we thought would be a fair resolution given the circumstances and the challenges we faced and he agreed.

  
  Upon reviewing the follow-up survey, you will find my comments reflecting these discussions. Trusting Collin to honor his word, I completed the survey believing he would fulfill his promises. Regrettably, our experience with Greenway Mazda Houston has been a nightmare, and I am ready to move on from this ordeal because this is getting no where.

  
  Clearly Collin did not disclose his commitments to you to protect himself, leaving my word against his. As a result, I'm just going to have the Better Business Bureau publish my complaint for public awareness.

  
  Regards,
  Adina ******
  
   

  
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 03/23/2024, I went online to purchase a vehicle via third party website *** ***** and was pre-qualified for a 2020 Chrysler Pacifica located at a local GREENWAY MAZDA dealership in Houston, Texas, 9951 Southwest fry, 77074, through ******** Finance. A certificate was issued and in turn, I went to the dealership to simply finalize the transaction to receive the product VIN *****************. However, after submitting an application, running the inquiry, being approved, finance charges issued, and financial agreement signed, showing proof requirements, GREENWAY MAZDA's managers refused to release the vehicle to me unless they were allowed to compel a "recommended" down payment of 10% in the amount of $1,900.00 (USD). The problem is that by law, I do not have to follow the recommendation of the dealership because a recommended down payment is solely up to the "consumer" to choose to enter into! Pursuant to 15 USC sec 1605 "the amount of the finance charge in 'connection' with 'any' consumer credit transaction shall be determined as the 'sum of all charges' " and "does not include charges of a type payable in a comparable cash transaction". Which is applicable to down payments and other third party additional charges. GREENWAY MAZDA has shown that it has no problem circumventing federal law that protects the consumer to finalize a sale. And to add insult to injury GREENWAY MAZDA in less than 24 hours dropped/reduced the price of the same exact vehicle by the $1,900.00 recommended down payment amount and resubmitted the vehicle online again for sale. The emails, certificate and other documents will be attached as exhibits if not remedied. GREENWAY MAZDA has now opened the door of civil liabilities to be used against them that will follow this complaint if not remedied immediately. This company would not allow me copies of the agreement or any other documents signed.

  Business response

  03/25/2024

  We had a chance to sit down with Mr. ****** and fix some communication errors that were encountered. The down payment is what the lending institution ******** required to issue an approval for Mr. ****** along with other stipulations such as current proof of income residence and copies of identification such as a social security card and a current drivers license. We were able to come to an agreement on pricing and are now waiting for the remaining documents required by the lender to  finalize the car deal.

  Customer response

  03/27/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  11/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Mazda6 on Sept 25th, and since Oct 4th, I've been dealing with numerous issues. Of many, the vehicle malfunctioned, putting my life at risk on the interstate, and I've been without a car for two weeks. Despite multiple attempts, I haven't been able to resolve the matter. Vincent ***** and Sales GM, Jose ********, have been dismissive, with Jose even providing false contact information presenting himself as the "dealer's supervisor". Communication has been poor, including being hung up on and told to "wait 10-15 minutes", only to be stonewalled. The vehicle broke down again at the dealer's parking lot and the staff acknowledged it was not in good shape. Before my vehicle was seen by the service department, Vincent jumped at the opportunity to sell me a new car with a 60% increase in monthly payments due to my impacted credit score from the recent loan. I was promised a loaner but never received one. Staff sent Ubers to the dealership multiple times instead of my home address then disappeared. On Nov 25th, I was told that my car stalled due to the dealer overfilling my oil which causes engine damage. Jose even attempted to lecture me on vehicle depreciation. Despite all this, I'm expected to pick up the vehicle and carry on as if this nightmare never happened. I was sold a defective vehicle, further damaged by the dealership, even after several service visits, and pressured to refinance with a damaged credit score. I, as a young woman and first-time buyer, endured 60 days of distress due to unethical business practices at GREENWAY MAZDA, risking my life. They won't exchange or take responsibility for anything. I refuse to make warranty repairs within seven weeks of purchase and request a fair exchange for a defect-free vehicle of equal value without impacting my credit score. I'm afraid of being scammed even more.I feel violated and discriminated against by the dealership which failed to even offer an electronic and hardcopy of all the contracts and docs.

  Business response

  12/26/2023

  Hey Mrs. ******,
  
  I wanted to reach back out to you today in response to your BBB complaint filled from your transaction in September.
  We are happy that we could help provide you with a resolution by trading you out of your Mazda 6 into a Nissan Pathfinder on December 12th.
  
  Thanks again for your continued support and business!
  
  Sincerely,
  
  Rahim *******
  Greenway Mazda
  General Manager
  ************
  

  
  

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business sold us a car illegally on Sept. 2 and we are now suffering from inability to use our vehicle and paying for extra parts due to their negligence. After talking with the State DMV, I have confirmed that the dealer committed a few illegal acts. The vehicle never received a state inspection, which is required of a dealership in Texas before a vehicle is allowed on the market. This was confirmed online. The lack of a vehicle inspection report (VIR) has caused issues. 1. The dealership cannot process registration and plates without a VIR. 2. The dealership couldn't legally print a buyer’s temporary on the vehicle. To get around point number 2, the dealership illegally gave us a “dealer’s” tag to get us to leave the lot and give them our money. Additionally, I could not obtain a 30-day permit with the DMV to allow myself to use the car due to the missing VIR. I attempted to address the business in multiple phone calls (16) and a few e-mails as well, with the final e-mail requesting a VIR from the dealership. Most phone calls, especially recent ones, resulted in being hung up on and the emails have garnered no response. The dealership appears to be avoiding me. I would like a resolution in the form of some refunds. Firstly, we paid 23.75 for a state inspection on the sales contract that clearly didn’t happen. Additionally, I realize the car is sold “as-is,” but the car was also sold illegally under Texas State Law and did not pass a state inspection (the dealership was aware of this because they gave us a dealer’s tag;. Therefore, I would like a refund for the amount required to get the car into state compliance. I do not have an exact amount now as the car is currently being fixed, though I’ve been quoted around $300. I live hours away from the dealership and cannot legally drive the car to get repaired at the dealership. I consider the lack of VIR to be incredibly misleading. It was not mentioned anytime when the vehicle was purchased or on our contract.

  Business response

  12/26/2023

  Hey Mr. *******,

  I wanted to reach out to you today in response to your complaint filled at the BBB in reference to a preowned vehicle purchase from Greenway Mazda in September of 2023.

  It seems as though there has been a breakdown in communication and or process leading up to an unsatisfactory experience for you. I want to assure you that we take this matter quite seriously and want to do what's possible to rectify that. You mentioned in your complaint that there were expenses incurred post purchase for which you are seeking a refund.

  This is something I would love to further investigate to achieve a satisfactory outcome for you. If you can please contact me directly by phone or email and forward us any receipts or invoices pertaining to this subject, we would be more than happy to work with you in resolving this matter.

  Thank you,

  Rahim *******

  General Manager

  Greenway Mazda

  C - 972-********

  E - rahim*******@greenwayauto.com

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a 2016 Volvo cx90 from Greenway Mazda from Vincent, which came equipped with a sunroof shield that couldn't close properly. We had an agreement with them to repair this issue. We initially received the car on April 7th, and subsequently returned it on May 10th for sunroof repairs. During this period, there was rainfall from April 7th to 9th (0.6 inches), April 12th to 14th (0.3 inches), April 20th to 22nd (0.8 inches), and April 26th to 28th (0.8 inches), and the car remained in good condition despite these weather conditions. We didn't receive the car again until July 31st, which means it took approximately two and a half months for the sunroof repair to be completed. This delay was due to the initial sunroof they ordered being damaged during installation, necessitating the ordering of a second sunroof. It appeared that the dealership had some challenges with Volvo sunroof systems. In August, the car was fine, since there was no rain. However, in September, we experienced rainfall on September 5th (0.8 inches), September 9th (0.2 inches), and September 13th to 18th (0.4 inches). After that period, the car's climate control system began to exhibit irregular behavior, with intermittent operation. Additionally, the car's seats would sometimes heat up on their own. We took the car to a Volvo dealer (****** Volvo Cars Central Houston) for diagnosis, and they identified issues with the compressor and the battery. Interestingly, the car returned to normal functioning when we drove it back on September 23rd. However, on September 26th (0.8 inches of rain), October 3rd to 6th (1.2 inches of rain), and October 11th (0.2 inches of rain), we encountered further problems. Specifically, on October 5th, the car wouldn't start, and upon inspection by the Volvo dealer, it was discovered that at least one drainage pipe of the sunroof was twisted. This prevented water from draining out of the car, causing it to accumulate under the seat. As a result, a significant portion of the car's electronic components were exposed to water damage. This car is still under 1 year warranty from sun roof reparation. However, we are seeking clarification on whether they can cover the costs associated with the water damage, any subsequent damages caused by the water, the depreciation in the car's value due to water damage, and the time and effort required on our part for these repairs. Greenway Mazda’s current general manager Rahim ******* told me he is not responsible for this, someone repaired this sunroof should be responsible. But when I ask the information of that person, he doesn’t give me. They even hang up the phone from Mazda United States, this is really rude and unrespectful. Now everything is still in water, this can probably cause further damage, they just ignore and don’t respond well.

  Business response

  12/28/2023

  Hey Mrs. ***,
  
  I wanted to reach out today in regard to the complaint filed with the Better Business Bureau for an issue you experienced with a preowned Volvo purchased in April 2023.
  After looking through the records on file it seems as though this matter has been resolved. We appreciate your time and working with us please let us know if and how we can help in the future.
  
  Thank you,
  
  Rahim *******
  General Manager
  Greenway Mazda
  832-356-1000
  
  

  
  

  Customer response

  01/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   Here is my response. 
  Dear Mazda, I have been trying to constantly contact you about the deal you can give to us by all means, and to the sales, mechanics and managers. Nobody give me response. 
  Yuan
  Thanks 
  

  
  

  
  

• Initial Complaint

  11/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 09/26/2022 I took my car to fix a noise coming from the front of the car while steering (right and left). An inspection was made, and the change of some parts was recommended, assuming that it would fix the problem. On 9/30 I was told to pick the car up. After paying the amount of $2,873.75, they brought the car and told me it was ready. I test-drove the car around their parking lot and noticed that the noise was still there. The manager told me that it was safe to drive and that I should take it home because it was fixed and also because my car is an “old model” there will always be some noises, I did not agree on taking my car home and told them that I did not feel safe driving it. The service manager asked for a mechanic to drive the car with me, and he heard the noise. Three days passed by and was told that the noise was probably coming from the front right bearing and that it would be around $960.00 to fix it. Once again, they called me to say that the car was ready for pickup and that there will be a very slight noise, but not the original noise or reason I took the car to the dealership since the beginning. After I paid, I headed up to work and noticed that a complete windshield wiper arm was missing, and the noise started to listen more and more again. When I returned, they replaced the complete windshield wiper arm and told me that the noise was nothing to worry about. I sent text messages letting them know that the noise is getting worse every day passing by and photos of a piece of plastic cover laying down on the passenger’s side floor, the manager said that neither he nor the mechanic knows what it was or where it goes. One whole week has passed by, and I have not received a notification about where the piece of plastic (cover) goes or a comment about the noise that they never fixed but charged around $3,000. on “recommended” parts.

  Business response

  12/26/2023

  Hey Mrs. ********,

   

  We wanted to reach out to you today in response to a complaint filed at the BBB for your vehicle which was serviced at Greenway Mazda in September of 2022.

  After reviewing your complaint against the records on file it seems as though there were multiple repairs requested and performed finally leading to your satisfaction.

  According to our records the service repair order was closed after getting a resolution for your concerns.

   

  If for any reason this is not the case, please reach out to us directly and we would be more than happy to help in any available capacity.

   

  Thank you,

   

  Rahim *******

  Greenway Mazda

  General Manager

  C - 972-505-****

• Initial Complaint

  11/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Test drove with salesperson. Drove well with no lights or problems, Purchased the car AS-IS 11-16-2021. Never took possession. Dealer moved the car significantly without my permission for unknown reasons 11-17-2021. When dealer took to third party inspector, car was undriveable and uninspectable. Dealer took car and made unapproved modifications as stated by the dealer. They are trying to sell me a damaged and altered car not in the condition I bought it.

  Business response

  12/26/2023

  Hey Mr. *******,
  
  We recently received a copy of your complaint filled with the Better Business Bureau from your attempted transaction at Greenway Mazda in November of 2021.
  It seems that your sale was voided and the matter at hand was resolved shortly after your sale date.
  
  Please let us know if there as anything else we can do to help.
  
  Thank you,
  Rahim *******
  General Manager
  Greenway Mazda
  C- 972-505-****
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩