My Short Dealership Story, so far (2016 CX-5)

[MZDA305]

Car: Mazda CX5 S, 2016, aprox 85k miles

New here, advice needed, check it out. My wife takes the above CX-5 for regular maintenance to the nearby local Mazda dealership, so about a month ago engine light turns on and it goes in for service. After 4 days, they tell her that they need further diagnostics and it will be another $200. 2 days later, they tell her it’s the fuel pump…..3 days later they tell her that the fuse sensor rail must be change too, that’s another $900 to the total. The car is finally ready July 3rd.
She pays and takes the car, and not even a block away, the car is not right, it is struggling while driving. She returns the car back, and Mazda assures her it’s probably an installed defective part, they will take care of it. Yesterday, July 15, they now told her the car needs a new transmission but because she “already paid so much money” they are looking for Mazda out of “goodwill, one time only” replacing it for her. Can someone make sense of this? I tried to keep this short the best I can.

Any suggestions, guidance would be appreciated, we already paid $2k.

Thank you!
Jorge

 

[Conrad 16.5]

Other than incompetence, something is fishy about this.

What error code was generated by the engine light?

What is a 'fuse sensor rail'?

 

[MZDA305]

Other than incompetence, something is fishy about this.

What error code was generated by the engine light?

What is a 'fuse sensor rail'?

P0192 “Fuel Rail Pressure Sensor Low Input”
P0171 “REC DIRECT FUEL PUMP INJECTION”

Fuse sensor rail

 

[Conrad 16.5]

So, two codes related to the fuel system, and they want to install a new trans?

Any time a dealer or car manufacturer offers something out of 'goodwill', without you having to beg for it, be VERY suspicious.

 

[Lazy2.5]

They want to take your transmission and install it into another car for $.

long story short, don't deal with the dealer.

 

[sm1ke]

Unfortunately, it sounds like this dealership is trying to take advantage of your wife.

If you can, go to an independent shop or any auto store to see if they can pull codes for you. If there is an issue with the transmission, a code related to the transmission should be stored. If there is no code, assume that the dealer is trying to pull something shady. If there is a code, go to the dealership and ask them to explain and show you why the transmission needs to be changed.

Also, ask them if they have opened a case with Mazda Corporate like they had promised to do. If they have, ask them for the case number, and tell them you will be calling Mazda Corporate to verify the case number or open a new case if they haven't already. If they are being shady about the car needing a major repair like that, they'll make up some story about doing another diagnostic test (don't pay for this) and they'll fix whatever they broke/unplugged the first time around.

After they bring your car back to normal, tell them you'll be contacting Mazda Corporate to discuss what happened with the dealership and issue a complaint. With any luck, they'll offer to refund the second diagnostic fee you paid and hope that you won't contact them.

Dealer stories like these piss me off, if you couldn't tell lol. Once all is said and done, I would let it be known on Google/Yelp and file a complaint with Mazda Corporate, no matter what you agreed to with the dealership. This kind of thing should not be overlooked. Since the car is now out of warranty, your wife can take it to any reputable independent shop for any future service.

Sorry you guys are having to deal with problems like this.

 

[Lazy2.5]

If there is a code, go to the dealership and ask them to explain and show you why the transmission needs to be changed.

How would they explain to you: We claim that the transmissions on two different cars have issues, pull them out (For money) and then swap them, (For money)

There's your explanation.

Also, ask them if they have opened a case with Mazda Corporate like they had promised to do. If they have, ask them for the case number, and tell them you will be calling Mazda Corporate to verify the case number or open a new case if they haven't already. If they are being shady about the car needing a major repair like that, they'll make up some story about doing another diagnostic test (don't pay for this) and they'll fix whatever they broke/unplugged the first time around.

After they bring your car back to normal, tell them you'll be contacting Mazda Corporate to discuss what happened with the dealership and issue a complaint. With any luck, they'll offer to refund the second diagnostic fee you paid and hope that you won't contact them.

Why waste your time with any of this? If your car has an issue, by default, you find a good mechanic, not a dealer.

Dealer stories like these piss me off, if you couldn't tell lol. Once all is said and done, I would let it be known on Google/Yelp and file a complaint with Mazda Corporate, no matter what you agreed to with the dealership.

This kind of thing should not be overlooked.

It will be, because Mazda corporate is in on these money making schemes.

Since the car is now out of warranty, your wife can take it to any reputable independent shop for any future service.

For the future, always do this in the first place.

 

[dunhillmc]

They likely ****** something up and either got Mazda to goodwill a trans replacement or are eating the cost themselves

 

[sm1ke]

Why waste your time with any of this? If your car has an issue, by default, you find a good mechanic, not a dealer.

It will be, because Mazda corporate is in on these money making schemes.

If it wasn't obvious, I would go through the motions because I wouldn't want a shady dealer to pull the same crap on another customer. Most owners, especially new car owners, go to the dealership for service work because they assume that the dealership knows best, which is typically true. But it also gives dealers like these the opportunity to exploit the customer. Saying/doing something is better than just letting them get away with it. Doesn't require much effort, really. Also, telling the OP to go to a good mechanic next time is great advice, but it doesn't help them in the situation they're in now.

If you think Mazda Corporate is colluding with privately-owned dealers to commit fraud like this, well, I suppose it could happen. I think its more likely that they messed something up and made up the goodwill coverage from Mazda to explain away the repair.

@MZDA305, to confirm, the dealership said Mazda authorized a goodwill replacement of the transmission? Or did they say they were going to ask Mazda to goodwill the repair, and you're waiting to hear back from them?

 

[MZDA305]

If it wasn't obvious, I would go through the motions because I wouldn't want a shady dealer to pull the same crap on another customer. Most owners, especially new car owners, go to the dealership for service work because they assume that the dealership knows best, which is typically true. But it also gives dealers like these the opportunity to exploit the customer. Saying/doing something is better than just letting them get away with it. Doesn't require much effort, really. Also, telling the OP to go to a good mechanic next time is great advice, but it doesn't help them in the situation they're in now.

If you think Mazda Corporate is colluding with privately-owned dealers to commit fraud like this, well, I suppose it could happen. I think its more likely that they messed something up and made up the goodwill coverage from Mazda to explain away the repair.

@MZDA305, to confirm, the dealership said Mazda authorized a goodwill replacement of the transmission? Or did they say they were going to ask Mazda to goodwill the repair, and you're waiting to hear back from them?

Paraphrasing here, “we are trying to get Mazda to cover it as a one time goodwill….”

 

[sm1ke]

Paraphrasing here, “we are trying to get Mazda to cover it as a one time goodwill….”

Be vigilant, they may say that Mazda denied the goodwill repair and try to charge you for a transmission replacement job. This is why I suggested pulling codes and calling Mazda Corporate to verify that a case was opened on your behalf for a goodwill transmission replacement. If no case has been opened, the dealership may be lying just to charge your wife for a transmission replacement when all they'll be doing is fixing whatever they messed up the first time around. Admittedly this is a bit of a stretch, and most dealers would never stoop this low. You just never know.

 

[ceric]

I doubt you need a new transmission.
The initial repair was probably not performed correctly.
Bring it to another shop for a 2nd opinion.

Note that some dealers talk to one another. They don't make another one look stupid.
Take it to an indie shop you trust.

Based on the initial ERROR codes you posted.

 

[MZDA305]

Be vigilant, they may say that Mazda denied the goodwill repair and try to charge you for a transmission replacement job. This is why I suggested pulling codes and calling Mazda Corporate to verify that a case was opened on your behalf for a goodwill transmission replacement. If no case has been opened, the dealership may be lying just to charge your wife for a transmission replacement when all they'll be doing is fixing whatever they messed up the first time around. Admittedly this is a bit of a stretch, and most dealers would never stoop this low. You just never know.

You can’t make this sh*t up, we just received a text indicating the CX-5 did not need a new transmission after all but just a “transmission flush” (approved by Mazda, NO FEES). Car “ready” for pickup tomorrow am. LOL!
I think I will take one of ya’ll suggestion and take it to a reputable small business shop next time, running away from dealership asap, never again. Thank you for your replies, much appreciated
Hoping for a smooth ride tomorrow, .

 

[sm1ke]

You can’t make this sh*t up, we just received a text indicating the CX-5 did not need a new transmission after all but just a “transmission flush” (approved by Mazda, NO FEES). Car “ready” for pickup tomorrow am. LOL!
I think I will take one of ya’ll suggestion and take it to a reputable small business shop next time, running away from dealership asap, never again. Thank you for your replies, much appreciated
Hoping for a smooth ride tomorrow, .

People deserve to know what happened to you and why you won't be coming back.

Glad to hear you'll be getting the car back today, hope all is well with it.

 

[MZDA305]

People deserve to know what happened to you and why you won't be coming back.

Glad to hear you'll be getting the car back today, hope all is well with it.

Thanks sm1ke for your feedback, we are reasonable people and understand delays but this went beyond absurd. We have all the communication and documented everything.

 

[Conrad 16.5]

You can’t make this sh*t up, we just received a text indicating the CX-5 did not need a new transmission after all but just a “transmission flush” (approved by Mazda, NO FEES). Car “ready” for pickup tomorrow am. LOL!
I think I will take one of ya’ll suggestion and take it to a reputable small business shop next time, running away from dealership asap, never again. Thank you for your replies, much appreciated
Hoping for a smooth ride tomorrow, .

Unless they have a custom trans adapter (unlikely) they won't be doing a trans 'flush'. They might do a drain and swap because our transmissions are not easily 'flushable'.

Something here stinks like fish.

 

[RL911]

You can’t make this sh*t up, we just received a text indicating the CX-5 did not need a new transmission after all but just a “transmission flush” (approved by Mazda, NO FEES). Car “ready” for pickup tomorrow am. LOL!
I think I will take one of ya’ll suggestion and take it to a reputable small business shop next time, running away from dealership asap, never again. Thank you for your replies, much appreciated
Hoping for a smooth ride tomorrow, .

Interesting because the fluid is supposed to be lifetime, which we all know lifetime fluid is bs, but why would the transmission cause your car to be sluggish? Sluggishness is typically related to fuel or spark, not transmission. How does a trans fluid change make the car no longer sluggish. Were the gears not changing? Was there a noise?

Who is the dealer to protect others?

 

[sm1ke]

Unless they have a custom trans adapter (unlikely) they won't be doing a trans 'flush'. They might do a drain and swap because our transmissions are not easily 'flushable'.

Something here stinks like fish.

I have doubts that they did anything with the transmission at all. Maybe they're just saying the car needs a trans flush so they can get it back in their shop and fix whatever they (accidentally or intentionally) broke. @MZDA305 could always sprinkle some talcum powder on the transmission fluid fill plug and see if it's still there when they get the car back?

I'll take my tin foil hat off now, haha.

 

[yrwei52]

Interesting because the fluid is supposed to be lifetime, which we all know lifetime fluid is bs, but why would the transmission cause your car to be sluggish? Sluggishness is typically related to fuel or spark, not transmission. How does a trans fluid change make the car no longer sluggish. Were the gears not changing? Was there a noise?

Who is the dealer to protect others?

Good question! Hope the OP can ask these questions trying to figure out what happened to the car.