Douglass Mazda

SUBJECT: Unsatisfactory Customer Service
I am writing to document an ongoing unsatisfactory customer service situation within you service department which began on October 16, 2017.
1. I dropped my Hyundai Elantra GT off for service on 10/16/2017. I requested the following services – oil change, state inspection, update to the onboard navigation system if available. I was advised of other maintenance items due for service which I agreed to have performed. I was told there was an update available to the navigation system, however, I would have to prepay for the update and schedule an appointment when the software arrived at your dealership. I was told the software should arrive within a couple of days and would be contacted to bring the Elantra back for update.
2. On 10/27/2017 I called the service department to inquire about the software which I had PAID for, due to the fact I had NOT received a phone call. I was lied to by the gentleman who took my phone call. I was told several attempts were made to contact me by phone and messages had been left. *** in the service department later confirmed that the software arrived, but he could not remember who it belonged to – so I was in fact NOT contacted. This has created a serious trust issue with your department.
3. I was told on 10/27/2017 that I should just drop the car by and wait, the update should not take more than one hour. My husband, ***, agreed to bring the car by and wait for the installation. He arrived at approximately 1:15 p.m. After 90 minutes, he inquired about the progress of the installation and was told the system was still downloading. He inquired every 30 minutes for two more hours and was just told the system was still updating. At 5:00 p.m. I arrived to wait on the vehicle and was told it would only be a few minutes more. I was forgotten about in the waiting room and walked back to *** desk to find out what was happening. Fifteen minutes later I was told that the installation had crashed my radio and a new radio would have to be ordered. We should have been given this information immediately upon occurrence! *** indicated the radio should arrive within the next week. This situation created by your service department has caused me to be without navigation which I paid for in advance, no backup camera, no blue tooth and no satellite radio that I am paying for.
4. On Friday November 3rd, I inquired about the status of the radio. I was told by *** that the radio had not been ordered, but he would take care of it and the radio should be in to the dealership by November 8th. *** agreed to call with updates every other day concerning the status of the radio. THIS NEVER HAPPENED.
5. On Friday, November 10th I made a trip to the dealership to speak with the service manager in person. *** asked to speak with me and told me the radio was on back order and was just ordered through the distributor, however, since the radio was coming from Korea they would not provide a delivery date.
6. On Friday, November 17th I called to inquire about the status of the radio and asked to speak to the service manager ***. I was placed on hold for several minutes and purposefully forgotten about when I asked to continue holding for the manager. This action will require an additional trip on my part to the dealership.
7. My next step will be to contact the Revdex.com.

I went to Brazos Valley Imports to purchase a Mazda CX5. I was shown one model that didn't have many features and was the lower of the line. I liked the color of another CX5 that was on the lot. I came back the next day and was allowed to take that vehicle for the afternoon. I feel in love. I had specifically asked what the price differential was between this one and the original one he quoted. He told me he wasn't going to squabble over a few dollars. He proceeded to ask about the features that I liked on this vehicle compared to the other and then verbally told me he would get me all the features that we noted as well as the down payment that I was comfortable with and still try to hit my target price. I made an appointment to come back and purchase the vehicle I test drove and when I came back he had a different vehicle for me to test out. It was the original SUV that I tested that was the lower line and fewer features. I was disappointed that I wasn't getting presented the vehicle that I wanted or told why he wasn't showing me that one. I'm assuming he couldn't follow through on his verbal offer. That's when the sales manager got involved. He decided that he should show us a Hyundai. This one had more features. The original salesman was very anxious for us to sign the papers but we weren't going to purchase something we hadn't researched or really tested out. They did allow us to take the Hyundai out for a few hours and it was a nice vehicle. At that time, I was getting uncomfortable with the whole transaction because it wasn't what I had really wanted. As a lot of people do, I was sucked in and purchased the Hyundai. The SUV is nice, but it still isn't what I really loved. Also, when we went to sign the final papers for the lease, they had it worked up for terms other than what we requested. We asked for a 3 yr. 15,000 mile lease and they it up as a 4yr 10,000 mile lease. I didn't feel that this was brought to our attention with an explanation in a timely manner. It seemed that from this point on they were just trying to make any sale they could. We purchased the APEX protection plan. It took us over two weeks to get information back on that. Unfortunately, the paperwork had the salesman's email address on it instead of mine. When we called to ask, they just kept telling us that was the email that we signed so it wasn't their fault. It took several attempts before they agreed to send in the request again. We finally had to call APEX ourselves to get it all set up - and the app that comes with it is worthless. I was verbally told by the salesman that the app should allow me to start my vehicle before I got in and it doesn't. Although the vehicle I got is ok, I am finding myself resenting the fact that I didn't get what I wanted and I did feel pressured to go with the Hyundai. It also seems that once the paperwork was signed - that's as far as it went. No more help. I was disappointed with this whole experience and now I am resenting this purchase - and i'm stuck with it for 4 years.

I have a leaking Tiguan. It leaks, I took it to them to fix. I did the repair they suggested for 750 dollars. Two weeks later, it is still leaking. When I take it back, they say it isn't leaking but the carpet is too wet and moldy. So orginally they sent a mold car back to us and didn't even address that problem. Round two they explain that the moldy carpet is a health issue and we have to replace the carpet. It cost 1800 dollars. At that time they say as a preventive we should replace another part. I ask, is that part broken? They tell me no. So I say let's not fix it. A month later, my car and new carpet is moldy again. I take it to a different dealer. They tell me that the part that was they recommended me was disconnected. So I call brazos valley imports. I am treated horribly, told to just go sell my car. And they say they told me to replace the parts so their is no guarantee. I am now spending another 2000 to replace carpet and this piece. They assured me my car was not leaking, treated me like a stupid female, and clearly they did not do their job. They should have repaired the leak or not replace do the carpet and should have told me so