Horrible Experience at Dealership Need Advice

[eviltuna]

I didn't get a Mazda 3 but did go to one of the dealers recommended from this site so I figured I'd post here.

I purchased a Mazda CX-9 GT with Navigation & Rear Entertainment System, also opt for the roof rack/running boards. Everything was great except for the price which I didn't mind too much since the dealer will be taking over my current lease. Anyways, on the delivery date when I had to resign the contract I found out that day that the dealer had installed an Aftermarket DVD system and didn't give me the Mazda factory system (they still charged me the full factory package pricing though, and it was missing the 11 speaker bose system because of this) Anyways, I didn't make a big deal of it at all since it was a friday and EVERYONE had already left, it was just the salesman and me since it was 6PM and they were closing, after some examination I also found some scratches on the car which looked to be caused by a bad detailing job which the salesman told me can be fixed if I brought the car in (I do a lot of detailing work myself so I know its just a bit of wax to cover it up) anyways since it was way past closing time I told the salesman that I would come back and talk about the car after.

The next week I called and booked an appointment and they buffed the scratched areas for me which I was fine with, but when I brought up the aftermarket DVD system the salesman said he had to talk to his manager, than after spending 2 minutes with his boss, he came back and basicly told me "Too bad, you should've made sure and asked before you signed the contract so its your fault, but its also ours and I can't do anything for you". I basicly told him that I was quite upset and could have refused delivery the other day but I'm just not too picky about it so I took the car anyways. He then just said its not their fault entirely and I should make sure to ask about the options. I basicly told him I was very unhappy about this and will be posting my experience online, he then told ask me if I wanted any tires or anything for the car cause he will get me a good price in hopes of making me happy. I told him no, I would not be dealing with their dealership again and would be posting my experience on forums/google review and left.

Fifteen minutes after I left I received a call on my cell, it was the salesman who goes on to tell me that he talked to his boss and they want to give me 1 year of free service in exchange for me not posting anything. I was still quite upset cause the 1 year of service is worth less than $150, and the aftermarket dvd they put in costs about $150-$200 and maybe $500 for installation. But I still agreed.

Anyways, it rained that day so the next day I took my car to the Touchless car wash after bringing it home I found on my rear bumper a paint deformation of some kind under the clear coat. I called the salesman the next day and brought my car in, one of the managers saw the car and agreed that its definitely a problem with the paint, but since the service department was closed he tried to fix it himself by just waxxing the area, of course that didn't fix it so they told me to book an appointment with the service department. I did exactly that the next day and had my wife bring the car in, they called me after and my wife picked the car up, but she didn't check it at all, upon inspection that day I found the spot to be even more noticable than before so I called the salesman who said he would talk to his manager and call me back, but his attitude was basicly saying f*** off.

Anyways, this wasn't the first vehicle I've purchased but definitely the worse, i've previously owned brand new Toyotas, Hondas, an Infiniti and an Acura and never have I had such a bad experience with a dealership. I can let the aftermarket DVD go but the paint thing I just can't let it go, anyone have any recommendations as to what I can do? I want to hold off posting the name of the dealership till after calling them today, but I will definitely not let this go.

Anyways, that was a pretty long essay, but if anyone wants to know the name of the dealership before I post it, you can PM me and I'll send it to you along with the Salesman's name so you can avoid them.

[mazdabetty]

Whaa... since when does Mazda install aftermarket DVD systems in their vehicles? And this is a brand new vehicle with paint issues? Have you tried calling Mazda Canada at all?


they want to give me 1 year of free service in exchange for me not posting anything.
This I find totally shady. I don't know both sides of the story, but this tells me it's quite obvious they are guilty of a few things and are trying their best to spare their reputation... I've never heard of a dealership bribing their customers to keep them from posting bad reviews. It's your right to do so, if they feel they've done nothing wrong then can freely post and correct you as they feel necessary.

Sorry you had to go through all that, good for you for trying to keep your patience though. I'd be in touch with Mazda Canada ASAP, and in the meantime, post the name of the dealership anyway. Even if it's one of the "TM3 fanboy" dealerships, guaranteed a lot of members and guests will read this and stay far, far away anyway.

[eviltuna]

Yes, I was very surprised that it was aftermarket, on the original Purcahse agreement I signed it said "Rear DVD System Dealer Install" but does not mention aftermarket, but when I went to resign it it said "In Head Rest DVD System" which was when I figured out it was not a Mazda part. I will be contacting Mazda Canada, but I wanted to give the dealer/salesman a chance to fix the problems before I escalate it by going up the ladder.


Whaa... since when does Mazda install aftermarket DVD systems in their vehicles? And this is a brand new vehicle with paint issues? Have you tried calling Mazda Canada at all?


This I find totally shady. I don't know both sides of the story, but this tells me it's quite obvious they are guilty of a few things and are trying their best to spare their reputation... I've never heard of a dealership bribing their customers to keep them from posting bad reviews. It's your right to do so, if they feel they've done nothing wrong then can freely post and correct you as they feel necessary.

Sorry you had to go through all that, good for you for trying to keep your patience though. I'd be in touch with Mazda Canada ASAP, and in the meantime, post the name of the dealership anyway. Even if it's one of the "TM3 fanboy" dealerships, guaranteed a lot of members and guests will read this and stay far, far away anyway.

[Kappa]

Well... This to me sounds like there must be to sides to the story... shitty it went down this way. Did you buy a new CX-9? or was it pre owned? I find it hard to believe that the dealer would just put in an aftermarket system and not tell you. Or maybe they did but that seems really dirty to me. anyway there must be more info than what your tell us because i cant see any car dealership doing this lol... but if they did holy crap that's shitty.. as for the paint just take it to another body shop get a quote on repair and ask the dealer to fix it?

[eviltuna]

Well... This to me sounds like there must be to sides to the story... shitty it went down this way. Did you buy a new CX-9? or was it pre owned? I find it hard to believe that the dealer would just put in an aftermarket system and not tell you. Or maybe they did but that seems really dirty to me. anyway there must be more info than what your tell us because i cant see any car dealership doing this lol... but if they did holy crap that's shitty.. as for the paint just take it to another body shop get a quote on repair and ask the dealer to fix it?

It is a Brand New Mazda CX-9 which they said they got from the Mazda compound or whatever, the interior still had some stickers on it and it had less than 50KM when I picked it up, and no they did NOT mention anything about it being aftermarket, I still have the copies of the two different purchase agreements, anyways, I wouldn't be stupid enough to pay full price for a cheap $200 rear dvd system if they had said anything about it being aftermarket. The dealership has their own collision/paint shop so I think they would fix it themselves but I mean a brand new vehicle that is fully loaded and is their most expensive model, came in well over $55K after taxes and all that they charged you'd expect them to treat you a bit better and not pull a stunt like this and to be honest when I was modding my old car I had it repainted before and the paint jobs just aren't as good as the factory paint job unless you're willing to really pay, but I definitely felt like the dealer tried to make a bit extra cash by pulling this on me, but I did all my research and knew that the CX-9 only comes with a fold down DVD system and not in-dash one so on the delivery day when I found out it was a head rest system I knew it was aftermarket.

[Kappa]

wow thats dirty man... for 55k you could have bought a Lexus RX-350 from me... which drives way better and you would also have better service :)

[terapr0]

hate to tell you, but a lot of options offered by dealer are aftermarket, and it's entirely your resposibility to know what you're paying for.

The interior CF kit I got is aftermarket, my leather seats are aftermarket (katskinz), my tint was aftermarket, paint protection was aftermarket, rust protection was aftermarket...lots of dealers offer *lots* of different after-market installs. Heck, Erin Mills Mazda will even get you rims if you're interested, or MazdaSpeed accessories.

The entire purpose of a pre-delivery inspection is for you to *inspect* the vehicle for defects and air any greivances you may have. If its dark outside and you cant see, dont pick it up. Come back the next day, or some other time when you have a chance to go through the vehicle with a fine tooth comb. Dont let them pressure you into signing anything, and dont be afraid to refuse delivery if there's something you dont like. its your right as a buyer.

[Kappa]

^^ This is why we do all of our delivery's inside our showroom lol lots of light and they normally take about 2 hours so our guests know everything before they leave.

[mazdabetty]

^^ This is why we do all of our delivery's inside our showroom lol lots of light and they normally take about 2 hours so our guests know everything before they leave.

^ See, this is awesome. I hate the mentality that most dealerships have now; "if you didn't read the fine print then too bad, you're screwed".

It would be nice if the world worked more like, "I know the pamphlets etc. all say you are expecting a 6 speaker Bose system but I know that a different system is going to be installed instead causing you to lose this feature, so I am going to let you know now so there are no surprises when you come to pick up the vehicle".

I know there is a very large list to go through, but most people are excited when purchasing a new car and usually give the sales people the benefit of the doubt that they will be informed of something like this. There are very few honest sales people out there. It's unfortunate, really.

[Kappa]

Thanks. But then again our product is normally 40,000 to 130,000 so our guests tend to like to go over the fine print and see each and every part of the car before they leave haha

[azdame]

a list of companies to escalate this to:
Mazda Canada, as mentioned.
OMVIC, Ontario Motor Vehicle Industry Council, these sales people bear licenses from this organization.
BBB maybe?

I remember my cousin telling me when he used to work in a preowned dealership that when OMVIC would call for complaints, the owner, general manager and salesperson involved with the issue quickly got on their knees and literally bent over for OMVIC to resolve the issue.

[Jeff-TheBiz]

I purchased a Mazda CX-9 GT with Navigation & Rear Entertainment System, also opt for the roof rack/running boards. Everything was great except for the price which I didn't mind too much since the dealer will be taking over my current lease. Anyways, on the delivery date when I had to resign the contract I found out that day that the dealer had installed an Aftermarket DVD system and didn't give me the Mazda factory system (they still charged me the full factory package pricing though, and it was missing the 11 speaker bose system because of this) Anyways, I didn't make a big deal of it at all since it was a friday and EVERYONE had already left, it was just the salesman and me since it was 6PM and they were closing.

WHAT????????

:bang

Quick question... did the model code on the original bill of sale match the one on the new bill of sale?

QXTB81 AB00 is without RES
QXTB81 AC00 is with RES




Anyways, that was a pretty long essay, but if anyone wants to know the name of the dealership before I post it, you can PM me and I'll send it to you along with the Salesman's name so you can avoid them.

Okay, I can see why you would post it on a successful forum and hope to get resolution...

[eviltuna]

There was no code at all on the original contract or the final one.


WHAT????????

:bang

Quick question... did the model code on the original bill of sale match the one on the new bill of sale?

QXTB81 AB00 is without RES
QXTB81 AC00 is with RES




Okay, I can see why you would post it on a successful forum and hope to get resolution... but why would you keep the dealership anonymous?

[Darkice]

Sorry to hear man , im gonna take a wild guess and say it was brampton mazda , ive had bad exp with them myself

[J.Dragan]

Hey brother just post the name of the dealership, they don't deserve your loyalty also what are you waiting for you're first call should have been to Mazda Canada. You shouldn't be protecting the dealership or the salesperson for that matter, you dished out 55K for that vehicle did you forget how hard you had to work for that money or how hard you are going to have to work for that money.
No mercy brother they didn't earn the nickname of "STEALERSHIPS" by accident.
Not all dealerships or their salespeople are the same there are plenty of good affiliate sponsors on this forum that can offer you plenty of good advice, and should they be able to help just remember them.

[Jeff-TheBiz]

There was no code at all on the original contract or the final one.

Thats kinda shady.. they could have given you a Mazda2..

[XTOTHEL]

Why don't you name the dealership in public?

[FLIPDADY]

Why don't you name the dealership in public?
My guess is that until the OP sorts out this issue they don't want to add more fuel to the fire. Remember it's not "us" dealing with the anonymous dealership. I'm positive they have already seen this post.

[cwp_sedan]

My guess is that until the OP sorts out this issue they don't want to add more fuel to the fire. Remember it's not "us" dealing with the anonymous dealership. I'm positive they have already seen this post.

+1

[zmz3]

I don't understand the obsession with having the dealerships name, regardless of their crappy sub-par service.

The OP is posting to perhaps get a hand from TM3 regarding the issue and what legal action he can take...

I would go back to the dealership and be extremely firm with them honestly, because as others have mentioned, you paid 55k, which isn't little money these days. In the mean time, notify OMVIC. I recall using them for a Honda dealership dispute, and it worked really well.

Do mention that you are going to be speaking to OMVIC.

[eviltuna]

Hey guys, thanks for all the replies, been really swamped at work last week and I didn't even have the chance to deal with this car thing, but its been pissing me off that its pretty much affecting everything I do, cause I really fell like I got ripped off, so what I'll be doing is calling up their service department and getting them to fix up my bumper first then I will make an appointment with the General Manager and see what can be done. I've looked over the original vehicle purchase agreement, and this is what it says for those that know:

2011 Mazda CX-9 GT With NAV
3.5 6CYL
AWD

Dealer INSTSLLED (This was how its spelt on it)
RUNNING BOARDS
ROOF RACK
REAR DVD

So that was the original agreement, which led me to believe that they would be getting a car without the DVD and installing it at the dealership to save some money which they can put in their own pocket, at no time did they say it was aftermarket and I did buy a brand new Toyota Celica where they did the same with the alarm system, but they used a Toyota Alarm so I assumed that Mazda would be using mazda parts since they are charging the full price. Now when I went to pick up the car, I was given a new Purchase Agreement to sign and here's what it says on it:

2011 Mazda CX-9 GT With NAV
3.5 6CYL
AWD

DI RUNNING BOARDS
DI DVD IN HEAD RESTS

So immediately I knew it was not a Mazda part. This was at 6PM and the dealer was already closed, they took my trade in already and took the plates of etc, anyways, I was unhappy about this but I wanted to see the system that they put in, I used to have a $20,000 stereo system in my 2002 Celica which I took to shows etc so I immediately knew the system they put in was a cheap $200 system which they charged me $1500 for. I told the salesman and he said he did not know and didn't make the decision for this and that I have a Moonroof instead of the rear Mazda DVD, I couldn't car less for the moonroof as I didn't specify that I wanted it during purchase and with the Mazda system you loose the moonroof but gain a 11 speaker audio system. Anyways, basicly he said he dcouldn't do anything about it so I opt to take the car and come back and talk to him when his manager was in since it was now about 7:30PM. Getting home I find out that the car had no gas at all, which I thought all mazdas came with a full tank of gas? So I looked over the Pre-Delivery checklist, I guess it was friday and the service department got lazy, cause on the checklist they didn't do ANY of the appearance stuff (Wash/Deail, clean carpets etc.) or atleast they never checked it off, and of course they didn't give me a tank of gas. Pretty much the worse experience buying a car. Coming from an Infiniti and having probably the BEST car buying experience with them, I'm gonna have to say that I am pretty turned off buying another mazda or atleast I wont be buying from this dealership.

Also to all those that PM'd me thanks for the advice, and the offer to help.

[RTEnthusiast]

$20 bucks says it's Scarboro Mazda.

[MajesticBlueNTO]

i hate to say this but you shouldn't have signed the papers for the car if you knew the rear dvd wasn't what you wanted and had them put the plates back on your trade-in until the proper car was delivered.

it's not like National Lampoon's Vacation where they crush your car on the trade in (http://www.youtube.com/watch?v=pTaTitRENDM) ...

[eviltuna]

i hate to say this but you shouldn't have signed the papers for the car if you knew the rear dvd wasn't what you wanted and had them put the plates back on your trade-in until the proper car was delivered.

it's not like National Lampoon's Vacation where they crush your car on the trade in (http://www.youtube.com/watch?v=pTaTitRENDM) ...

Yea, I do understand that, thats why I am asking for some opinions here, but this is like going into an apple store to buy a Mac, and coming out with a PC, do you expect to get a PC buying it from an Apple store? Feels like a case of bait and switch.

[1ati2de]

Add 1 for Markham Mazda, terrible!

[eviltuna]

Just an update for those interested in this, I have contacted the GM of the dealership and am setting up a meeting, also contacted the OMVIC as someone suggested and got some good advice from them as well, what I'm basicly looking for is the difference in the actual cost of the aftermarket system back, if they can do that then I will drop this, if not will looking to file a complaint with OMVIC.

[zmz3]

Just an update for those interested in this, I have contacted the GM of the dealership and am setting up a meeting, also contacted the OMVIC as someone suggested and got some good advice from them as well, what I'm basicly looking for is the difference in the actual cost of the aftermarket system back, if they can do that then I will drop this, if not will looking to file a complaint with OMVIC.

good luck with your pursuit.

Remember to keep firm and mention OMVIC if the GM is careless and rude - don't be surprised if he/she is.

All the best!!

[surfguy17]

good luck. keep us posted on whats going on

[krimsalt]

$20 bucks says it's Scarboro Mazda.

.. im havin an issue with them too, so ill top that to $40

[Kiyomi]

sucks to have bad service.

[boyracer]

He did reveal which dealership it was....it's in the Mazda Dealership Experience forum.