Complaint Review: LONG BEACH MAZDA - LONG BEACH California

COMPLAINT AGAINST
Long Beach Mazda
LONG BEACH- CA
Complaint Letter: Yes
Share with Media: Yes

COMPLAINT DESCRIPTION

I bought a Mazda RX8, 2007(66,000 current Milles) at KARPLUS (San 
Fernando, CA) five months ago.
Sundenly my son  is telling me he almost had an 
accident while turning, on his way to college.

I took the car quick to my mechanics shop (Harbor City, CA).
He advised me to take the car to the experts at Mazda, He thinks the 
problem with the power steering is coming from the module or computer.

I took the car to Long Beach Mazda
3500 Cherry Ave.
Long Beach, CA 90807.
562- 627-5100

Jeremy: (representative)
Took over, I explained to him what my mechanic is thinking about it.
I told him I need the car to be fix.
We noticed, everybody there was in a hurry, since it was saturday, 
and it was around 12:00 noon, they closed at 2:00 pm; However
they were in a rush to get off from work.
He said that the car will be ready on monday AM (12-13-2010),that 
they will call me re:
ANYTHING ABOUT THE CAR.
He said:to sign the work order,they need permission from me to fix 
it, I asked about that amount specified on the sheet, he said it was 
aprox,  not need to be worry about,what
she sheet says,it was just procedures to follow up and fix it.
I didnt get a copy that day, just a bussines card.

I trusted, the guy seems to be friendly and sure of what he was 
saying.
I trusted 100%, since its the MAZDA DEALER, EXPERTS IN MAZDA BRAND, 
AND THEY USE ORIGINAL PARTS, AND GOOD DIAGNOSTIC AND GUARANTEED WORK

And since every single parent like me: needs to keep their kids safe 
on the road, works two jobs to provide and maintain them at school, 
we want the best I was positive MAZDA was the best place to repair 
a MAZDA car.

Today Monday 12/13/2010 I started calling around 12:00 noon, I 
called 12 times in total.
I got worry, they keep handging on me, putting me on hold for a long 
period of time, finally the operator asked me: why I was trying too 
many times?

Until somebody of name Richard, answered, he tried and tried to find 
me on the computer, he said I was not a customer, that my name was 
not listed on their system.He asked me
about a number on my bill, I told him I never
got anything, just a bussiness car.
I told him to pass me with someone else, who knows more about the 
system He left me on hold for a long time forgetting about me.

I called and called until someone told me: that he has no time for 
jeremys customers.
I called one more time asking for jeremy: somebody told me that he 
was not in.

My last option was: Christy:
Supervisor of MAZDA Service Dept
Ext#2171 and this is where my complaint starts:
I explained to her about all my calls and the negatives that I 
received, and no one had call me re: about the car.
She was brief saying: the car is ready, but
Ill let you talk to the expert, she said: JUAN, who performed the 
repairs.

Juan answered: telling me the following statement:
The car is been fixed, its ready.
Butthere was not need to changed the computer, but we replaced it.
Theres another problem do
The racket Pinon, and it will cost you: $1,900 more. He said.

I thought that I didnt get it.
So I asked Juan: Why did you changed the computer since there was 
not need?
He couldnt answer muy question, saying that he just follow orders.
I got completelly confused, after that call with JUAN.
How come the car was ready to pick up like Cristhy and Juan said to 
me?
And they did found another problem to take care which was the Racket 
Pinon.


I called Christy one more time.
My question was: Why they didnt give me
a call, explaining to me:  the module
computer was functioning good,that the
problem it was Rack, like the way
Juan explained to me.???
Cristhy replied:  Juan is not an expert
after she was the one who let me talked to him
saying that he was the one working on the car,
and its funny because the bill said: work performed by: Jim Davis 
(see the copies please.)

I asked Christy for the second time: asking the same questionWhy 
they didnt call me and let me know about the real work that the car 
needs?
They should follow a protocol or follow a diagnostic in order to 
find out, that the computer was in a good condition, and the real 
problem it was the racket pinon.
She replied: that I signed some papers,and everything was requested 
by the customer.
I told her Im not a mechanic, the reason that I took the car to 
them, its because theyre the experts in MAZDA.


She didnt care, she started to act very mad hanging the phone on me.

After that I received a phone call from: Jeremy (714) 222 8387.
And I got the same complaint, why did they changed a computer that 
it was working?
Why they didnt have the decency to call me and let me know before 
the started working on the car?
I told him that I trusted his word, and what
they really care its to make quote, not about customer 
satisfaccion. I told him that I felt that what they did it was a 
clear ripped off on me
I ended up talking alone, he hanged on me.

I went to the dealer with my son.
I went to the cashier and I requested that I need to talk to the 
supervisor Christy.
I introduced my self shaking her hand.
And she was furious already, I saw the way
she keept looking at me, directly to my eyes,
trying to intimidated me and with a mad expression on her face.

I told her make me understand, give me just an answer, Im a good 
human beigh and I need to clarify why they replaced the computer 
that it was working for another one?
She keeps answering: you signed and showing me the work order that 
jeremy said: it was just procedures to followlike I mentioned above.
I told her: I need the car back, like the way
it was with its original computer.
She said: you need to pay anywayws.

I replied:
I defenitely need to take the incident to the Consumer Affair ( I 
need help), and I need copies of everyhting and I will be recording
the conversation with her and my permission for personal and maybe
for Customer Affairs review.

She freak out, after she was screaming at me in front of all the 
customers waiting on the cashier line, she not even took me to a 
private office to discuss bussines in private
like professionals should do it, to protect the prestige of the 
company that she works.

She keeps telling me in a very agressive voice: That everything was 
requested by me and
signed and I refused a diagnostic, and that I said also that my 
mechanic had 30 yrs of experience, that I refused a Diagnostic

I called (my son) as a witness, who were listening 
the whole conversation. He told Cristhy:
thats not what she said.
Christy said: o.k lets forget about the 30 yrs exp. and so, and so.
I told her: that I was so stupid, I should read first on Google 
about MAZDA CUSTOMERS RATING. (See the copy please)
I asked her: why she was afraid of the recording?
She said Im continuing talking

She left me talking alone and run away, I asked her: why are you 
running away, like the way you hanged up the phone on me?
Is that how you treat your customers?

I approached the cashier, requesting
copies of every single paper, incluiding the one that they should 
give me initially.

The cashier lady went inside of the office,
taking forever, probably what they did, it was
typing on the Description of Service and parts
documents Please see and review their
comments typed in capital letters:
#1 REPLACE POWER STEERING CONTROL MODULE PER CUST REQUEST. $1,456.00 
PLUS TAX

REPLACED ELECTRONID POWER STEERING MODULE PER CUSTOMER NO CHANGE 
REQUIRES POWER STEERING RACK, INTERNAL MOTOR FAILURE PER MULTI-POING 
INSPECTION.

I wrote a check for the amount of: $1,570 with 0.30 cents (see the 
copy please), in order to get my key and car back, otherwise I 
wouldnt get it back.
I stopped the checked, after I drove the car, still dangerous to 
drive, and we risked driving it back home, and its the wheel its 
harder now to handle it.
So I dont understand their position: Saying that the car was fixed 
and ready to be pick up.

Please help me with this situation, I need you to contact me as soon 
as possible and tell me what do I do.
I feel bad stopping the check, but I need the money to fix the real 
problem.

The car still parked, like I said: its dangerous to drive it like 
that, and MAZDA should know since theyre the experts.
Now my son is working hard on the finals, and if he doesnt make it 
all the way to Granda Hills he will loose the semester.
Now I need to rent him a compact card, and the only money that I 
have now, is the money that I have to repair his car that is one of 
the main reason I stopped the check

Please help me, I need your help desperately, I went to MAZDA for a 
solution not to be involved in this situation.