Pearson Mazda

I have spoken to Mr. [redacted] about his refund for his GAP coverage; he has been provided proof that the refund was submitted. He 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 received. I have apologized for the...

communication issue between Pearson Mazda and Mr. [redacted]. Mr. [redacted] 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To address this complaint, we would have to back up a few weeks when the customer originally made contact with us stating the body shop he was at said that there was additional damage that was visible that would not be included in the tree falling. At that time my Service...

Manager and I spoke and we informed Mr. [redacted] that we would like to inspect the car as well to verify this was the case. Mr. [redacted] 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 of. As 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 lot. There are no intentional reason ever that we would try to hide an issue. As Mr. [redacted] said himself he bought the car from us due to our reputation. If Mr. [redacted] 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 concerns. Our Service Department is open from 7:30 until 6:00 Monday- Friday and Saturdays from 8:00 until 3:00 exclusive of Holidays. IE: Labor Day, Memorial day etc... Please also keep in mind that the last time the vehicle was here for service was November of 2015. Regards,
Mike S[redacted]
General Manager

Review: I purchased a Certified Pre-Owned Mazda from Pearson Mazda in July '15. The car had cosmetic damages that were accepted at the time of purchase under the assurance from the sales associate, that the damage was only cosmetic, and there was no other issues. Before the sale the car had undergone Pearson's 150 point check and was the state inspection tag was current. When I spoke about having a mechanic inspect it, the sales associate stated the vehicle may not be available for long and they would not place an unfit car on their lot. Due to the Pearson reputation in Richmond, I believed it.

Recently my car was struck by a falling tree and when examined at West Broad Collision Center by their collision experts and then separately by my insurer, it was concluded that the impact that left the cosmetic damage to the car also caused several other, more serious problems to the vehicle, damage that the falling tree could not have caused. The collision expert reports that visible damage in the open engine bay, caused by the previous impact, was enough to fail a state inspection in itself. In addition, the report explicitly states that "complete teardown needed" and also that "hidden damage is very possible." These damages were not disclosed to me at the time of purchase, and as I have have not been in any collisions myself, could only be the result of the previous impact. The collision expert remarked that it was an unsafe car to drive and showed signs of "fast-lane repair" a tactic to make an unfit car look good enough for sale.

Also regarding the State Inspection, the tag that was issued to my car before the sale is incorrect. The information on the backside reads for a Ford vehicle. Virginia State Police have verified that indeed this tag is registered via serial number to a Ford vehicle. This raises many questions as to where the car was inspected and by who? Also, because of the damage that fails the inspection, why was it passed?Desired Settlement: Aside from the damage that makes it unsafe to drive, I am quite happy with my vehicle and would like only for Pearson Mazda to assume cost of repair for all of the undisclosed previous damage, unrelated to the falling tree, and only related to the safety and function of the car, disregarding the cosmetic damage that was previously agreed to. This may mean having repairs done somewhere other than Pearson Mazda, as the collision expert mentioned possibly "corrective body work" may be needed. If possible, I would like Pearson Mazda to provide me with a loaner vehicle, as they did when I purchased the car, between time of signing and delivery, until my vehicle is returned to me.

I am willing to believe that this was all the result of a simple accident sometime before the sale and that Pearson Mazda would not intentionally place an unfit vehicle on their lot.

Business

Response:

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 falling. At that time my Service Manager and I spoke and we informed Mr. [redacted] that we would like to inspect the car as well to verify this was the case. Mr. [redacted] 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 of. As 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 lot. There are no intentional reason ever that we would try to hide an issue. As Mr. [redacted] said himself he bought the car from us due to our reputation. If Mr. [redacted] 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 concerns. Our Service Department is open from 7:30 until 6:00 Monday- Friday and Saturdays from 8:00 until 3:00 exclusive of Holidays. IE: Labor Day, Memorial day etc... Please also keep in mind that the last time the vehicle was here for service was November of 2015. Regards,Mike S[redacted]General Manager

Review: Pearson Mazda failed to deliver optional equipment which was fully paid for on a new car purchase, 7/18/2015. The equipment was ordered on 7/14. Pearson Mazda promised to deliver the equipment the following Monday (7/20) and failed to do so. Pearson Mazda promised to deliver the equipment on Monday, 8/3. (I told the salesman that I would be home, but if I stepped out, the equipment could be left on the front stoop.) Pearson again failed to deliver the paid for equipment which retails more than $300.Desired Settlement: Deliver without further delay, the equipment which has been purchased.

Business

Response:

Good afternoon,In response to case # [redacted]. I wanted to update the Revdex.com and the customer on this situation of the parts not being delivered. It is our understanding that there was a conflict with schedule and availability early on with the accessories that Mr. [redacted] is referencing. We did however not have an opportunity yesterday to deliver the parts to him. They 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, [redacted]Pearson MazdaGeneral Manager[redacted] ( Direct)804-346-0300[redacted]@pearsonmazda.com

Consumer

Response:

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 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. [redacted]'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,

Review: I took my car in for a failed inspection of the airbag light. Was told I needed a new sensor for $500.00 which I paid for and ordered. 3 days later they called and said that was not the issue, mine was fine that I needed a seat track which I could get used for $600.00.I then told them to take off the part that I didn't need an get the used one I did need. And was then told they would not return the first part and that I would have to pay for both parts even though it was their mistake.then I was sent a survey which I failed them on for the part they charged me for I didn't need, and the next day they called me and said since I did that they would no longer order me the used part that I would have to get a new one which was $1000.00 instead of $500.00. I tried to call [redacted] but the guy said he would call an see what he could do but they don't tell them how to bill an he would not return my calls after the first one to complain.so a $500.00 repair cost me over $1700.00Desired Settlement: I would like my money back for the sensor that was not broken.I took it to the dealer because they are supposed to be the experts on their cars an not just guess till the get to the right part an then make you pay for it.

Business

Response:

Pearson Mazda response to complaint ID [redacted]

Review: I called to cancel my Gap insurance over 3 weeks ago. I called last week to check on the status of the refund and I was told they would call me back after I gave the details of my inquiry. I never received a call and a week has passed. I tried for the third time yesterday, and left my contact information once again with no resolution or refund sent me.Desired Settlement: Refund my GAP insurance for no less than the $398 that I was quoted by the insurance company over 3 weeks ago.

Business

Response:

I have spoken to Mr. [redacted] about his refund for his GAP coverage; he has been provided proof that the refund was submitted. He 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 received. I have apologized for the communication issue between Pearson Mazda and Mr. [redacted]. Mr. [redacted] said he understood and was satisfied with Pearson Mazda about this issue.

Business

Response:

I have spoken to Mr. [redacted] about his refund for his GAP coverage; he has been provided proof that the refund was submitted. He 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 received. I have apologized for the communication issue between Pearson Mazda and Mr. [redacted]. Mr. [redacted] said he understood and was satisfied with Pearson Mazda about this issue.

Consumer

Response:

[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.]

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,

Consumer

Response:

[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.]

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,

Review: I went to Pearson Mazda to look at a [redacted] Used car on Wednesday, November 27th. The car was listed as a Certified Used car and the salesman told me that the car had passed their stringent inspection process. He stated that they would not have put the car on their lot if it were not up to their high standards. He indicated that the car came with a valuable warranty. I was given a copy of the [redacted] report which showed two prior owners and no issues. He also gave me a copy of the [redacted] report showing the car to be in excellent condition. The pricing he was using reflected a full [redacted] retail excellent condition offer. I took the car for a test drive and returned to the dealership. I told the salesman that I wanted to have my mechanic to look at the car. He told me that it really wasn't necessary since his mechanics had inspected the car and it was a certified used car. But, I wanted the inspection anyway. We later agreed on a price for the car.

My husband took the [redacted] to our mechanic later the same day. It took him less than five minutes to determine that the car had likely been in an accident and repaired. The hood and part of the front end had been replaced. My husband went to the dealership and the ** told him that they knew there was some minor damage to the car. However, this had not been disclosed to me. He told my husband that he could buy it or not and would only reduce the price of the car a few hundred dollars.Desired Settlement: Customers of Pearson Mazda should be able to trust that a Certified Used car has not been in an accident and that the true condition of a vehicle be fully disclosed and not intentionally hidden.

Business

Response:

Below is my response to case ID #[redacted]. This response is

in regards to a complaint of “Selling Practices”.

I am responding partly in response to my own involvement of

the case as well as the word of my Sales [redacted] and Sales [redacted] that

were involved with this particular customer.

The vehicle that they looked at the [redacted] would

and could not be listed as a certified Used Car as we are not a [redacted] dealer.

The car was listed and back up with a [redacted] stating it was a two owner “clean

[redacted]” with no prior accidents, tittle issues or anything else that would deem

the vehicle to not be able to sold in the state of **.

The care was recently reduced on line to a price of $10,000

with a [redacted] retail of $10,600. The customer negotiated the price to

$9,800 with us and was then to take it to the mechanic. I was involved in this

process and it was never stated to not take the vehicle to the mechanic it is

actually encouraged by myself and out staff because the quality of cars and our

staff members make our vehicles top notch.it is my understanding that when the

customer returned to the dealership after taking it to their mechanic that he

found “that the vehicle had likely been in an accident” and from there still

wanted to purchase the vehicle for a price of $8,000 to which my Sales [redacted]

at the time explained that the vehicles was fully complaint with all State

inspection requirements as well as having a clean [redacted] which allowed it be

given the “Person Promise” which is a 12 month/ 12,000 mile limited powertrain

warranty as well as a 3 month/3,000 miles full comprehensive warranty and we

were unable to get to the price they were trying to achieve.

Our number one goal is customer satisfaction, so after I learned of the

situation I immediately had the vehicle brought into our service department to

be reevaluated. We found similar findings to the customer’s mechanic that some

of the bolts around the headlight had been removed and or replaced as well as

the headlight itself. We also noticed that if there was a pervious accident

anything that may have been replaced was done with all factory parts and that

there was not a flaw anywhere to be found. We are recognized by [redacted] for our

outstanding Customer service in both Sales and Service and have been rewarded

as a Gold Cup dealership for the past 4 years. It is Person’s Mazda’s top

priority to make sure everyone who wishes to purchase a vehicle from us to come

and go completely satisfied. I apologize that we were unable to do this in this

particular case. It is in no circumstance that we tried to mislead neither

their customer nor ant of our other customers. We strive to represent each and

every vehicle to its actual condition and I am sorry that we were not able to

make that happen in this case. If I can be of any further assistance please

feel free to contact me directly and we can discuss this further if need be.

Regards,