Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been taking my 2014 ****** Pathfinder to Borgman Mazda to be serviced since I purchased it from that lot 3/2022. On 8/20/24 my transmission went out. I was confused by this because I recently had my vehicle serviced there for an oil change. I called Borgman to let them know my car wouldn't move. According to *****, nor were they required to due to the dipstick being in a difficult position. I said ok in the last ***** services that was not explained. No one told me that all fluids were topped off EXCEPT the transmission fluid. I pointed out that the receipt given by Borgman does not state that they did not put transmission fluid in or they weren't required to . Otherwise, I would have gotten it serviced elsewhere. And if they couldn't do it then they should not have been servicing my vehicle in the 1st place. ***** also stated that they could not complete the repair so I towed the vehicle to ******. I am still within 2000 miles before my next scheduled oil change. However, my vehicle would not move. I was made aware that my transmission fluid was almost empty and dirty by ****** and the transmission needed to be replaced. The cost quoted was over $12,000 including labor. I reached out and spoke with ***** who stated sorry for my luck and that Borgman was not responsible to get this resolved. I escalated to **** Borgman who also stated they could not help me with repairs. He stated that the transmission could have went out due to a manufacturing issue. The only option he provided was to put me in a new vehicle. I am not in a position to purchase another vehicle. But more importantly this was neglect by Borgman and I want to know my options. I'm not a mechanic. This should have been disclosed to me just like all the other suggestions they made and I addressed over the years. The transmission did not stop because of a manufacturing issue. It was because no fluid was ever put in the vehicle while being serviced.
Business response
10/15/2024
I have spoken to Ms. ***** about her vehicle and the options we could offer to assist with getting her a new vehicle. Unfortunately her vehicle did not have a way to check the transmission fluid. There were no visible leaks indicating any issues with the transmission fluid. We could not have known she would have any issues. I did offer to help her get a new vehicle but that was not an option for her due to the payments involved. Please let us know if there is any other information needed at this time.
Customer response
10/22/2024
Complaint: 22279826
I am rejecting this response because: You guys never told me that you could not service my transmission or that you never checked the transmission fluid. Please provide any record, receipt.....That is the issue. Your company failed to tell me this information. Purchasing a new vehicle is not a satisfactory option for me. It was serviced several times prior to the transmission, "failing". I have all of the receipts to prove that it was never told to me. Therefore, it is neglect on your service department.
Sincerely,
******** *****Business response
11/07/2024
Hello,
We are a Mazda franchise dealer. Our expertise is in the Mazda vehicle line. While we can service other makes and models, we are not experts in this area and rely on additional resources for information on maintenance. Our team did basic maintenance on her vehicle limited to changing the oil and inspecting the tires, brakes and suspension components. All of these areas of the vehicle are easy to inspect visually. We even recommended tires at one point. The transmission is not serviceable with out special tools which are not available at our store. Unfortunately, vehicle repairs are the responsibility of the owner. This is not the responsibility of the dealership. However, we would still be willing to work with Ms. ***** if she would like to get a new or used vehicle which would fit into her financial situation.
Sincerely,
Matt Borgman
Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought a truck April 6,2024 thought it had no issues, but I was wrong. They sold me a truck with contaminated AC, and are trying to charge me an extreme amount of money to fix a problem that I didnt cause. There lead service tech *********************** communication. I want this issues resolved but it seems they beat around the **** and ignore and dont give you a full answer.Business response
06/21/2024
The truck is actually here in our shop now getting the necessary repairs completed. The air conditioning was blowing warm air as a result of the customer filling the a/c with a can of refrigerant from the auto parts store. The refrigerant used by the customer contained stop leak which contaminated the system. Also, it was overfilled causing it to be over pressurized. We would have gladly charged his A/C at a minimal cost if there weren't extra parts and labor involved as a result of his aftermarket remedy.Customer response
08/06/2024
Complaint: 21828382
I am rejecting this response because: I bought this truck less than 5 months ago, and from the beginning there has been nothing but issues with the truck and dealership. They fixed my AC less than a month ago and now I am already out of AC refrigerant, they are not transparent and they lack communication and trust. Do not trust them to fix your vehicles because there grade A mechanics are lazy and cant complete a job to 100%. They overcharge and do not own up to there mistakes. Definitely will not go there for any further trade ins, purchases, or anything of that sorts.
Sincerely,
*****************Initial Complaint
10/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 02/25/23 I brought my car to Borgman **** to diagnose and repair Advancetrac. Paid initial charge of about $80 to diagnose. They could not confirm concern. I drove a couple miles down the road after picking up my car and the service AdvanceTrac light reappeared. I brought my car back to Borgman. I was then told that and assured that the only problem/concern was the *** module. On 03/16/23 I paid Borgman $1670.18 for repairs, picked up my car, and the service AdvanceTrac light was still on. Between 03/16/23 to today's date I have been told a multitude of different fixes that Borgman has made to my vehicle, and have been assured on at least six occasions that my vehicle was fully repaired and to pick it up. Every single time I picked my car up the service AdvanceTrac light was on or came back on during test drive. So even though I've been paying for insurance, registration, etc. for my car, it's now been sitting at Borgman ****'s service lot for over 180 days and I haven't beeb able to use the vehicle. During the last test drive I noticed that the brakes were not working as well as when I brought my car to Borgman also. I have paid Borgman $1,749.24 to diagnose and repair my vehicle. They have not only not repaired my vehicle, but caused my brakes to operate more poorly than when they took possession of my car. At this time I would like a refund in the amount of $1,749.24 for monies I've paid for a repair that has not been made.Business response
01/29/2024
Admittedly, the repair did take too much time. However, our last communication with the customer was that it was fixed and the customer was happy. We only charged for the initial visit, which needed to be completed. We resurfaced the rotors at no charge because the vehicle sat here for so long. The repair was also delayed because we had to have an engineer from **** out to further diagnose the intermittent issue.
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
3 complaints closed in the last 12 months.