Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:22/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2023 Mazda CX-50 in June 2022 and quickly began experiencing premature brake pad wear far below industry and manufacturer expectations. At just 22,000 km, in December 2023, my brake pads needed replacement — much sooner than the expected lifespan of 50,000–70,000 km. When I brought the vehicle to Steele Mazda dealership in December 2023, they initially attempted to charge me for the replacement, despite the clear indication of abnormal wear. While they assumed I would pay, they also claimed the rotors needed replacement. However, when I questioned the cost and they agreed to cover it under warranty, they suddenly said the rotors were “fine.” This inconsistency raised concerns and felt deceptive. Now, just 18,000 km later (total 40,000 km), my front brake pads are completely worn out again, indicating a possible mechanical or design defect rather than normal wear and tear. As a cautious driver who is always easy on the brakes, this early wear is unacceptable. When I spoke to a Mazda rep, I was repeatedly told that brake pads are "not covered under warranty," despite my clear explanation that this issue points to an underlying problem. The rep acknowledged that brake pads should last 30,000–40,000 km, which is still too low, and I’m already seeing half that (18,000 km). Yet, my concerns were dismissed with robotic responses that didn’t address the root issue. I’ve managed to book an appointment, but I’m still being asked to pay for labor, and the rep offered no real help in resolving the issue. Desired Resolution: I want Mazda to investigate the root cause of the ongoing brake wear and resolve the underlying issue. If a mechanical defect is identified, I expect Mazda to cover all associated costs, including brake pad replacements, rotor damage, and labour to rectify the situation. I also want Mazda to be more transparent and accountable in dealing with warranty issues, instead of relying on generic responses and passing responsibility to dealerships.

  

  Business Response

  Date: 28/05/2025

  Client did not purchase the unit from our dealership nor was ever in for service prior to the brake complaint. In 2023 the client was NOT charged for this initial repair, it was approved through warranty. After an additional 18km as the client mentions more wear was evident. These pads were also covered under warranty in May of 2025 at no cost to client. In the mean time Mazda Canada released a bulletin (Feb, 2025) stating that front dust shields were being replaced with an updated version in an effort to prevent premature wear moving forward. These parts are also approved to be installed but are presently on back order. When the dust shields arrive we will check brake wear and rotor condition and will replace if needed, again at no charge to client.

  To date this client has not paid $1 towards these brake concerns. all have been covered my his Mazda Canada warranty.