Complain about a product or service

Brown Mazda

Christopher of Mananass VA (03/27/05)
This is a long story - but bottom line, the work the mechanics did on my car led to the replacement of the engine and transmission. I have a 1995 Mazda. I thought that if I took it to the dealer, over the long run my car would last a couple hundred thousand miles. The service would be consistent and a higher quality. That was not the case at Brown's Mazda.

I took my Millenia to Brown's in Alexandria faithfully for all its maintenance needs to include oil changes and tune ups. I am the original owner, purchased the car in 1994. I had been taking the car Brown's Mazda since 1995. In 1999, the engine verheated. I took it to Brown's. The certified mechanic said it was the radiator cap leaking. Even after seeing the car spew brown water out of the radiator the day before, I said oh well, the mechanic must know - he has been trained to know - that's what the sign says!

Two days later the car's temperature guage shot off the chart and stalled in rush hour traffic on I-95. Got it back to Brown's and they kept it for three days. I recieved it back again with the problem fixed the evening of the third day. With my family in the vehicle I headed off down Rt 1 fully confident the engine problem was solved, that's what the certified mechanic said and I believed him. The car overheated two miles later and stalled in an intersection!!! On the return trip, limping back to the Alexandria dealership, I asked the only thing I could ask. Had the termostat been changed out. They said yes. I said it does not show up on any of the paperwork.

The service department looked my car up on the computer and sure enough it had not been even looked at!! The the aluminum block engine the damage had likely been done. They then replaced the thermostat and gave me the car back - it failed again. Now the engine was spweing blue smoke!!!. I took the car in early one morning and was told to wait. I waited over eight hours in the waiting room, in my military uniform. Every time I looked in the work bay, my car was sitting there with no one on it. I saw other customers coming and going, even those who came in after me!! I asked what was going on and they said the car was reporting an odd code and they could not figure it out!

So there I sat, with them telling me it would only be another 30 mins or so. The car was never the same. I finally replaced the engine and the transmission and have never been back to Brown's Alexandria. They had at one time replaced the font axles due to a clicking noise. They charged me for the parts and repair and the car has still made the clicking noise when turning the wheel ever since - and a second replacement at my expense and a third visit to tighten something up. What I don't know. I will not buy another Mazda. I had up until that time purchased four Mazda's and leased two.

They have lost a customer due to Brown's inept maintencse capability. I asked the service manager once how much it makes for the dealership each year. He said they must take in at least $100,000.00 per year to break even. I jokingly said that was probably the reason I was charged twice for shop supplies ($25.00) for two visits for the same problem. I was a customer of Brown's Mazda for over five years. Loyalty apparently means nothing.

Arthur of Alexandria VA (06/29/03)
Not sure if anyone can help me... but here's my story for anyone who is doing a search BEFORE they buy from Brown's Mazda in Alexandria Virginia. I leased a 2003 Protege5 from Brown's Mazda (in Alexandria, VA 703-660-8400) only 2 months ago. The car had 5000 miles on it at time of delivery and I have put 3000 miles on it in the 2 months that I have owned it. Since I got the car noticed that the brakes would vibrate and grind when applied. Thinking that this is because the car is equipped with anti-lock I figured it was normal; but the vibrations got worse so I took the car back to the dealership to have it checked. They told me that the rotors were warped and that they would replace them.

When I picked my car up the following day I noticed that the rotors had not been replaced instead they were milled down. I know that rotors can be milled only once in their lifetime. So this means that in 40,000 miles or so, when I take my car in for brake work, I will have to pay for new rotors NOT MAZDA. THIS IS UNACCEPTABLE. I have contacted customer service but have not received a satisfactory resolution.

John of Alexandria VA (06/25/03)
I hvae been trying to get a faulty AC system repaired on my 2001 MPV van, which is under warranty. The system freezes up routinely. Specifically, the AC works fine, but at some point the air flow shuts down, the HVAC fan whines. in hunid conditions the windshield fogs up. I have asked Brown to fix this 5 times and it still isn't repaired. 3 of the 5 times (including yesterday) they indicated that the AC was cooling adequatrely and that they could not replicate the problem, and did nothing. Once they replaced the expansion valve and another time they adjusted the evaporator controls.

As far as I am concerned Alexandria Mazda is not living up to the terms of the warranty. What is my recourse? My non-dealer mechanc says he is certain he can fix the problem. I should not have to pay for this but it is hot here in DC. I am also worried that the fan or the AC compressor will be permanently damaged by this condition.

Sharon of Alexandria VA (03/10/03)
I called to bring my Miata in for regular service on Friday, April 28th. We were to get snow that morning, and when I called for an appointment the day before I asked them what I should do if I couldn't bring it first thing in the morning and they told me to bring it in when I could. I took off from work at lunch and got the car there around 1pm. I was told by the Service Department that they would get to it within about an hour. I had to be dropped off at the Metro Station and take a bus to get home. I was assured I would get a call before any work was done.

At 4pm, I had not heard from them, so I called and was told that because I brought the car in so late, they had not looked at it yet, but they would call me as soon as they did. I had to make arrangements for a friend to take me to pick it up and was told they closed at 8pm on Friday. At 7pm, I still had not been called. I called and was told the man I had spoken to had left already and they had not done the work on my car. I asked to speak with a supervisor who was very defensive, unapologetic, and actually rude. He told me I could come pick up my car and take it to another dealer for service if I was so dissatisfied.

I had asked about obtaining a loaner because I had an appointment the following morning and needed my car, along with the fact that I had made arrangments for a friend to take me to get my car that evening, and there inconsiderate behavior had disrupted both mine and my friends' evening. The most disturbing fact of all was the attitude of the service people who obviously take in more work than they are capable of performing. I was told my car would be looked at first thing in the morning, and they opened at 8 am.

When I arrived at 9am, my car was still outside, not even in the shop, even though they lied and told me it was. I knew it wasn't because it still had snow on it!! I will never go back to this particular dealer for either a car purchase or car repair and will tell everyone I come into contact with what poor service I encountered. To Brown's Mazda of Alexandria: When you so flagrently drop the ball as you did with me, at least have the decency to treat your customers with respect instead of being defensive and nasty because you made a mistake. I realize I'm only one of many customers of which you obviously have too many, but sometimes we little guys can get very loud.

Glenn of Herndon, VA, writes:

I have a 1997 Mazda 626, a car which I purchased used with 16K on the odometer. I have owned the car now for approximately 8 months - the car is still under factory warranty for another two weeks.

Last week the car underwent a transmission replacement that the dealer authorized after substantiating my suspicion that it was slipping. The car was delivered to me about a week later "repaired".

From the moment I got the car back it behaved oddly, culminating with my "check engine" light staying lit. The dealership advised that I bring the car in immediately which I did.

Monday, January 29 2000 I spent about 6 hours at the dealership waiting on them to diagnose the problem (the engine was surging and the idle was haphazard). Finally I test drove it, and it "seemed" fine.

Yesterday, February 1, 2000 the transmission started to slip out of gear about two miles from my home. Long story short, thick acrid smoke plumed from undeneath my car as I lost the transmission completely. Again.

The car was towed at dealer's expense and is with them now pending repair. I think this car is a lemon, or at least the transmission is. What can I do? Do I qualify for any of the reimbursements?

Since the car is used, it may not qualify under Lemon Law guidelines. Glenn needs to contact an expert in Virginia's Lemon Law.

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