Green Lincoln Mazda

Green Lincoln Mazda responded

Veronika, I apologize about the way you feel about your recent visit. Service plans sold by another dealership must pay the whole amount for repairs. Our labor rate is within $10 of theirs. It is misleading to make it seem as though we overcharged you, when in reality their plan only offers less than full payment, attempting to get dealerships to discount their services for a plan sold to you by someone else! Additionally, we would never make a customer wait so that the cost of our services are justified. The repair you needed is billed as our minimum which is an hour labor. That doesn't mean it must take an hour - it means that our shop has a minimum for repairs that are not priced on our services menu. At the end of the day - you, the customer is caught up in the middle of that which is the worst part and for that we are sorry. We do however have to respond to clarify that our charges are in line with comparable factory trained Mazda repair shops - but similar to other insurance products the plan puts us in a position to charge the difference not paid, or take that hit for another dealerships promise. They did the right thing in reimbursing you the balance due deficiency, because they sold you the plan. We will be reaching out to you personally as we would like to discuss this further.

Green Lincoln Mazda responded

This customer’s review omits key facts. They did not purchase the vehicle or warranty from our dealership. The vehicle is a 2011 model with over 200,000 miles. Here are the details: The vehicle was first brought in on 12/5/24 for a traction control light. Diagnostics revealed multiple fault codes, including camshaft and steering angle issues. We recommended sensor, timing chain, and water pump replacements. The customer’s warranty company approved repairs, and the customer paid a $200 deductible. Repairs were completed before Christmas, but the customer opted to pick up the vehicle afterward due to being out of town. We provided a free loaner throughout. On 1/2/25, the customer returned for an engine light, which we resolved for $219.89 (after working with the customer’s extended warranty company), again providing a free loaner. On 1/27, they came back with a new engine light and noise. The tech found rodent damage to the cam sensor wiring, which we repaired for free. The noise was traced to the PTU (AWD unit), and upon replacement, we discovered failing transmission splines due to wear and tear. The warranty company would only cover $4,710 because they will not pay more than the value of the vehicle. The full repair would cost ~$7,000 more. Despite this, we offered to split the repair cost, and when the customer declined, they chose to replace only the PTU, knowing this wouldn’t resolve the noise. We completed this repair at no charge, continuing to provide a loaner vehicle. Upon pickup, the customers were verbally abusive to staff and other patrons. Despite our efforts to explain the wear-and-tear issues of a 14-year-old, high-mileage vehicle and advocate with their warranty company, their behavior escalated beyond what is acceptable. We empathize with their frustration but cannot be held responsible for pre-existing issues or the limitations of their warranty coverage.

mystcjohn responded

There are a couple mis-truths in the above statement by the dealer...which should surprise noone who has ever done business with green lincoln mazda. It is true we did not purchase the vehicle from them. we purchased it from scherer mazda in peoria, il, a business that always treated us fairly and honestly. We also purchased the warranty from scherer mazda in peoria. "On 1/2/25, the customer returned for an engine light" is not exactly true. the vehicle had the engine light the entire time but for some reason, the actual light was no longer working....even though the codes were still active. we had codes checked at an autozone to see that the original code we had brought the vehicle in for was STILL active. My wife was gaslit into thinking this was NORMAL by the service manager and it was only after i got involved that they agreed to look at the car again and diagnose what was actually wrong with the car. As they originally noted, there were a lot of codes on the vehicle. and we worked to address those, but none were the actual problem that we brought it in for. they were high labor, low part cost repairs that made the dealership a lot of money for little cost when they charged our car warranty company. "We completed this repair at no charge, continuing to provide a loaner vehicle." they did NOT complete the repair at no charge, they charged our insurance company $4710 for this. they waived our $100 deductible on the repair after we had already given them over $500 in deductibles and repairs that were not the actual problem we brought it in for. As to the rodent damage? funny how that was only found after they disassembled and then reassembled and then had to go in again because they put the steering wheel on turned 90 degrees off(which they gaslit us about as well) The staff verbally insulted us multiple times prior to me losing my temper and yelling at them. I do apologize, but being repeatedly gaslit and having my intelligence insulted isnt something i will stand for. If you discount what i say, feel free to do business with them. If you want to be treated fairly and with dignity, i urge you to investigate other options.