NHTSA complaint #11612890

Owner complaint summary

I am writing to express serious concerns regarding the recent service that occurred on November 14th, 2023. Due to the service's failure and negligence, Luther Brookdale Mazda has jeopardized the safety and well-being of my family members. On [XXX], my 2019 CX-5 was towed from Monticello, Minnesota, to the dealership in Brooklyn Center around 9 pm. While returning from [XXX] dinner in St. Cloud on [XXX] , a sudden warning appeared on the dashboard: "Engine Coolant Temperature High. Stop the vehicle immediately in a safe place." Upon receiving this notification, we pulled over to the shoulder and observed smoke emanating from the engine bay. We promptly turned off the vehicle. Concerned for our safety, we contacted our family to pick us up and had the vehicle towed by AAA. As we awaited the tow truck's arrival, we noticed coolant had sprayed all over the engine under the hood, and the engine cover was missing. Furthermore, the coolant reservoir was below the minimum threshold. This particular issue is the reason I brought the vehicle in for service the week prior, regarding insufficient coolant temperature. It was evident from the state of the engine bay that the dealership failed to follow proper protocol. This lack of oversight likely resulted in damage to the engine and other essential vehicle components, leading to the total loss of the car. I am deeply disappointed by the lack of care and attention to detail in the service provided. This negligence also compromised my family's safety. Moreover, what was meant to be a festive holiday was marred due to the disregard for my property. I have been a loyal customer at Luther Mazda Brooklyn Park for several years, and I am shocked by the incident that has transpired. We have approached the dealer with the issue and they are continue to articulate that there is no engine damage, but with the ongoing class action lawsuit, I am extremely skeptical of their claims. INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6)