Serra Mazda Brighton

In 2018 my mother in law was hit by another driver who ran a 4 way stop, she was in no way at fault, and the other driver got a ticket for it. She was driving her leased 2018 CX5 at the time. Despite se ran a 4 way stop, she was in no way at fault, and the other driver got a ticket for it. She was driving her leased 2018 CX5 at the time. Despite severe damage and deployed airbags the dealership didn’t want to total out the car so we took it to their recommended body shop. The insurance company gave her a rental, a big pickup truck that got worse mileage than her CX5, but since we’d only be using it a short while, we thought it would be okay. Three months later, still driving the truck, we’re informed that they still don’t have the parts they need from Mazda. After back and forth between ourselves, the body shop, and Mazda, it was determined that the seat belt component they need was not available due to tsunami damage to the factory in Japan. While disappointed, there’s nothing anyone could do about that, so we asked for either a proper Mazda loaner from the dealership, or just to replace the car since it’s been months of paying for a lease that she couldn’t drive. They declined, and we went another three months before the part finally came in and she was able to drive her lease again. That’s 6 months of waiting for a part to come in from Mazda, with no help whatsoever from the dealership. She even had to pay her lease WHILE waiting for them to get the part. Fast forward to a few weeks ago, she gets an early lease turn in postcard in the mail, so she goes into the dealership to talk to them about her options. There she is met by Brett Paulson, who proceeds to tell her that not only does she owe them $2000 because the car had an airbag go off, she also has to pay DOUBLE the normal leasing fee because of it. At no point during the 6 months that we had the car in the shop and spoke with Mazda regularly did anyone tell her that she would be punished for another driver hitting her. Upon hearing this we bring up the 6 months spent without a loaner, few answers, and no car that we were paying for. How are we being punished when the accident wasn’t our fault, AND we had to deal with half a year (¼ of the total lease time) without the vehicle? This is where things went off the rails. We’re told that it must be our fault for not taking the car to their body shop partner- which we most certainly did. They should have had all of this information on file in their system, but apparently it’s easier to just call your customer a liar and move on. After fruitlessly trying to get help from Brett Paulson, we left to go find help elsewhere. More