Business ProfileforNelson Ford Mazda

The ONLY reason we went to this dealership was due to personal reasons (having to have someone from NC come up to sign off on the car we were trading). From the get go it was unpleasant. They saw my boyfriend's credit score and immediately snubbed him. Now w my credit score we could get anything on the lot... Their words. We choose the car we wanted, did all things and left with a used 2020 vehicle with a little over 32k miles. Thirty minutes down the road the check engine light came on. We called the dealership and we're advised to take it to Advance Auto and have them run the code. On the same day the car started having other electrical issues & messages. We got the car home to ******* safely and called Monday. After speaking with the sales m n & sales manager for 30 mins they finally decided to let us take it to local shop and work with them. I also called and left a message with the general manager to call me (he was on vacation). My local dealership couldn't recreate the issues but did note the parking brake wasn't working and the oil hadn't been changed. I had to return to Martinsville the following weekend to get the tags which wasn't an issue because we were going to NC as we have family there. I tried to give them the records from my shop to show what they did, they didn't want them. Nelson now wants us to bring the vehicle back to them to see if the can recreate the electrical issues and fix the parking brake. I get that this is where I purchased the car from but they aren't taking my time & gas which is money into consideration. No rental while it's being looked at.... Nothing!! AND.... To find out the general manager has been back from vacation and still hasn't returned my call. I've dealt with many dealerships in my time and this was by far the WORST experience I've ever had!! Steer clear!!

I apologize for the late response, but when I received the complaint, I was in ******* at a Ford Motor Company meeting. I am back in the office today and have gathered the information for you. Tiffany purchased a 2020 Chevy equinox from us on June 17th. It was a vehicle that she test drove and liked so she ended up purchasing the vehicle. Like all of the used vehicles that we acquire, the vehicle went through the shop for an oil change and multi-point inspection. This work was completed on March 21st . I have attached a copy of the repair order for your review. When Tiffany was driving the Equinox back to Roanoke her check engine light came on. The vehicle is still under the Chevrolet 3 year. 36,000 mile bumper to bumper warranty. She took the Equinox to her local dealer to be checked out. Her local dealer could not recreate the issue with the check engine light, but apparently they inspected the vehicle and told her that the oil had not been changed and the parking brake was not working. I respond to all reviews so when Tiffany gave us a 1 star review on Google I responded and she reached out. After consulting with the owner and managers I explained that we would come to Roanoke, pick up her vehicle and bring it in to repair the parking brake and provide her with an oil change. We would then return her vehicle to her home so she wouldn't be burdened by having to bring it to Martinsville and wait for the repairs to be made. Tiffany agreed to this on the phone so I began working to schedule a time to make the repair at our GM dealership. After getting an appointment date of Tuesday July 18th from the service manager at our GM location, I tried to call Tiffany to confirm the pickup time. I called her on Friday the 14th and left a message explaining when we could do it Tuesday the 18th and requested a call back to confirm. I called again on Monday the 17th leaving the same message and requesting a call back. To make sure that she got it I sent a text out on the 17th as well explaining that we wanted to pick her vehicle up for service. A copy of that text is attached as well. We are willing to work on Tiffany's Equinox as previously agreed upon, but she has yet to respond to my attempts to contact her. She has given us a 1 star Google review and a 1 star Facebook review with the same information included in this complaint. She has not answered my calls, returned my messages or responded to my text message attempting to correct the situation. I will be glad to schedule her service if she will respond and we will correct the issues that she explains. If she doesn't communicate with me we are unable to address this further. I will continue to reach out to get this coordinated but communication is essential to getting this issue resolved. Respectfully, **** ****** Customer Care Manager Nelson Automotive ************