Complaints

This profile includes complaints for Mazda North American Operations's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mazda North American Operations

  1421 Reynolds Ave Irvine, CA 92614

• 

  Mazda North American Operations

  200 Spectrum #100 Irvine, CA 92618

• 

  Mazda North American Operations

  176 S Washington St Norton, MA 02766

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:05/19/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 19 Dec 2024, a case (#********) was opened with Mazda due to issues with a new 2024 Mazda CX-90. I purchased the vehicle in August ***************************************************************** October 2024. After several visits to the dealership over a couple of months, the headlight system was replaced completely. During this time, I filed a lemon law complaint with the state and Mazda ***************** I was assigned a Case Specialist, who would take weeks to months to respond back to emails. In January 2025, I was offered a buyback or cash settlement for the vehicle. I requested to move forward with a buyback. I received a response back at the end of March 2025 outlining the details of the buyback and was again offered a cash settlement. With the buyback I would be responsible for several thousand dollars and after so many months I accepted the cash settlement to wrap up this issue. I completed all paperwork required for the settlement within a day. As of 5/19/2025, I have not received any follow up from my case specialist after being told I would receive a settlement in 2 to 3 weeks. Even after multiple calls, messages left with the call center and direct emails, I have received no response on the status of the settlement. I sent a follow up on 5/17/2025 and requested to move forward with a buyback because apparently a settlement was not completed. I would prefer not to own a Mazda with the customer service I have received this far. I am requesting a buyback so I can close out this issue.

  Business Response

  Date: 05/29/2025

  To whom it may concern, 

  Thank you for sharing your feedback. Your comments have been forwarded to **** your case specialist for further review. 

  Regards

  Customer Answer

  Date: 06/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:05/17/2025

  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 am a repeat Mazda customer (this is my *********************** and I am filing this complaint due to repeated transmission failure on my 2020 Mazda CX-30, VIN: 3MVDMAEM3LM12044. The original transmission failed just 6 months into ownership. After Mazda kept the car for nearly two months, they replaced it with a refurbished transmission that had approximately ****** miles on ******, only a few years later, the replacement transmission is also failing. This means Ive had two transmission failures on one vehicle in less than 5 years. Mazda has confirmed they have all the records of the original failure and replacement.While I understand my vehicle is outside the original warranty, this is not normal wear and tearit is a clear pattern of failure, starting with a defective factory part and followed by a substandard replacement. I am asking Mazda to offer a goodwill repair or reasonable resolution based on the history of this vehicle and my loyalty to the ******* hope this matter can be resolved fairly and quickly, without the need for further action.

  Business Response

  Date: 05/19/2025

  Hello,  

  Thank you for allowing Mazda to review and respond to your claim. Based on the history, your vehicle currently has ******* miles. The Powertrain warranty is ****** miles. Unfortunately, Mazda would need to respectfully decline any goodwill assistance. 

  Thank you

  Customer Answer

  Date: 05/21/2025

  I am reaching out to formally escalate an issue regarding repeated transmission failure on my 2020 Mazda CX-30. I am a loyal Mazda customerthis is my third Mazda vehicleand Ive always appreciated the brands reputation for reliability and quality. However, this recent experience has shaken my confidence in that commitment.
  
  I purchased this vehicle brand new in 2020, and within just six months, it developed serious transmission issues. After being held at ******** Mazda for nearly two months, Mazda diagnosed the issue as a factory-defective transmission and replaced it with a refurbished unit that I was told had roughly ****** miles on it and was considered like new.
  
  Fast forward four years, and the replacement transmission is now failing as well. That means I have experienced two transmission failures in under five years on a single vehiclewhich is both unreasonable and unacceptable for any modern car, especially one from a manufacturer Ive trusted for years.
  
  I understand the vehicle may now be outside the basic warranty period. However:
  
  Mazda already has full service records confirming the prior transmission issue and replacement.
  The first failure was the result of a factory defect, and the part provided was not new.
  This second failure clearly continues a pattern of premature mechanical failure.
  
  I am requesting that Mazda take appropriate action and offer a goodwill resolutionwhether that be a full or partial transmission replacement, a manufacturer goodwill repair, or an alternate form of compensation. Given that *** had three Mazda vehicles, and you already have the documentation confirming both failures, I believe this is a reasonable request based on the circumstances and my long-standing customer loyalty.
  
  This is not a case of neglect or misuse. Its the result of being supplied a defective original part, followed by a substandard replacement. I hope Mazda will stand behind its product and resolve this fairly.

  Business Response

  Date: 05/21/2025

  Thank you for your message. Like mentioned before, the vehicle is excessively beyond the warranty coverage. Powertrain Warranty is ****** miles and your vehicle is showing ******* miles. 

   

• Initial Complaint

  Date:05/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  HELLO.THE BELOW ***** WAS SENT TO THE MAZDA CORPORATION ON DEC 24, 2024 AND THEN AGAIN ON DEC 31, 2024. WE HAVE HAD NO REPLY WHATSOEVER FROM MAZDA EXCEPT FOR THE **** REPLY MAIL STATING "WE HAVE RECEIVED YOUR ***** AND WILL REPLY TO YOU....".THE SITUATION HAS BECOME MORE THAN FRUSTRATING AS THE PAST TWO WEEKENDS WHEN THE CAR IS NOT USED OVER SATURDAY, IT FAILS TO START AND IS TOTALLY DEAD.PLEASE SEE THE ***** BELOW (sent from email address: **************************)Dear Mazda Auto Company,I hope this message finds you well. I am writing on behalf of ***** ******** to express our deep frustration regarding an ongoing issue with the vehicle leased from your company. Since the lease began, the car has been repeatedly failing to start, and despite multiple service visits, the problem persists.A few weeks ago, the battery was replaced (by the Mazda dealer), yet the issue continued. Most recently, a week ago, we were away and did not use the car for a few days, only to return and find it would not start. Even more concerning, over the past few days, during extremely cold weather, the car failed to start again.This situation has become extremely frustrating and has led to significant disruptions, including lost time from work. It is clear to that there may be an underlying electrical issue that is draining the battery, and I believe it should be thoroughly inspected by a qualified technician, and a loaner vehicle should be given until the problem is thoroughly clarified. I would greatly appreciate it if you could take immediate action to resolve this issue once and for all, as it is no longer acceptable for the vehicle to remain unreliable.Thank you for your prompt attention to this matter. I look forward to hearing from you soon.Sincerely,*** ******** on behalf of ***** ******** Account# ************************************ CX-9 Tour last 8 of VIN: P064 8615

  Business Response

  Date: 05/19/2025

  Hello, 

  Your comments have been escalated to the Supervisor within Customer Service. 
  

  Please allow 2-3 business days for follow up.

  Thank you

  Customer Answer

  Date: 05/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  Date:04/08/2025

  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 2024 Mazda CX-90 PHEN Hybrid vehicle in October of 2024. In March of 2025, I was notified by Mazda that the incorrect tires were put on the vehicle. When contacting Mazda on March 20th, 2025, I was told there would be a response in 2 to 3 business days. As of April 8th, there has been no response to my inquiries regarding the matter. The issue has not been resolved.

  Business Response

  Date: 04/17/2025

  To whom it may concern, 

  We apologize for the lack of follow up on Mazda's part. Your comments have been escalated to a Supervisor so please expect follow up call within 24 hours. 

  Thank you

• Initial Complaint

  Date:04/05/2025

  Type:Order Issues
  Status:

  ResolvedMore 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 own a 2020 Mazda CX-5 purchased new from ****** Mazda in ************, **. At the last oil change and rotation maintence sometime last Summer/Fall(2024), we mentioned we were having issues with our entertainment system doing things on its own, like changing radio stations and dialing the phone to whatever phone was connected to it(my wife's or mine). I believe this is called "ghost buttons". We brought it up at the dealership during our last maintence there and they said , "well we have a notice on it, but no recall yet". Then stating it would cost approx. $482 to fix. This is totally crazy. They knew about the issue, we did nothing wrong and they want a lot of money to fix an issue that was their issue.

• Initial Complaint

  Date:03/30/2025

  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 2012 Mazda CX-7 Grand Touring 2.3L in November 2024. This car has nothing but problems. Rattles in the suspension even after replacing all parts. Road noise, rough ride, key communication issues. Now I keep getting check engine lights on, and misfire codes. So far I have spent $3883 in repairs on the car. A mechanic had to replace the fuel pump and repair some MAF wires. The cost of that was $1491. It was running for one day then broke down again with misfire on Cylinder #1. Now the shop wants $1300 to replace one single fuel injector. I had to have it towed home and declined the repair. I have called "Mazda Customer Experience" and they were not helpful.I still owe money on the car and can't sell it because it's too expensive to fix. After being an owner of three Mazda Miatas that were good cars, I can honestly say that the Mazda CX-7 does not live up to my experience with older Mazda cars. Now I'm being told by mechanics that the engine is actually a **** product.I am asking for compensation to fix the current fuel injector issue so that I can sell the car. Otherwise I would like to tow it to a shop and have it repaired by Mazda.

  Business Response

  Date: 04/14/2025

  To whom it may concern, 

  Unfortunately, the vehicle is no longer covered under the factory warranty and all repairs are the owner's responsibility. 

  Thank you

• Initial Complaint

  Date:03/26/2025

  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.

  My wife and I have two young children, and this vehicle poses a significant safety risk due to its erratic behavior. The vehicle experiences jerking while operating, and on occasion, the steering wheel involuntarily shifts to the left lane. Despite having taken the vehicle to the service department, a recall was executed, yet the aforementioned issues persist.

  Business Response

  Date: 04/14/2025

  To whom it may concern, 

  If you have not, please contact the Customer Experience Team at ************ so they can assist you.

  Thank you

• Initial Complaint

  Date:03/07/2025

  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 bought a CPO car about 1.5 years ago. The battery health is already at 2% and has failed. I understand that the battery is a wear-and-tear part that needs to be replaced. However, when buying a CPO, I expect the battery to last at least the minimum lifespan of a car battery, which is 3 years. I called Mazda care and they said they can not help. When I try the dealer they told me finance will get back in touch with me and they have not called back. I have my car at Mazda of Valley Stream for service. I am asking that the battery be replaced free of charge. I came to turn on my car the other day and it would not start. Roadside assistance told me the battery is bad. Valley stream also told me its bad. Also the wheel opening moulding on the rear driver side one day just came off while driving on the highway. It melted and is damaged. I was not in any accident nor did anyone hit my car. The service center at ************* told me that the clips that hold it were damaged which caused it to happen. I do not understand how this happens on a CPO car You can contact Mazda of Valley stream to confirm about the battery and wheel moulding. I bought the car from Mazda of ********************. I am hoping this can be resolved quickly as I need the car back to get my little kids around and my wife is due within the month

  Business Response

  Date: 03/14/2025

  Dear Mr. ***************** you for reaching out regarding your vehicle's battery. Car batteries typically have a lifespan of approximately three years or ****** miles. Since your vehicle has exceeded ****** miles, it is understandable that a replacement was necessary.
  We recognize that you purchased your vehicle as a Certified Pre-Owned (CPO), so we have emailed you a $300 e-gift, which you can use toward future services.
  Please let us know if you have any questions or need further assistance.

  Customer Answer

  Date: 03/17/2025

  Thank you

  This exactly why I bought a CPO to have the confidence backing that parts have been checked and made sure not fail prematurely or be broken. I paid extra for this added secuirty and confidence in the car. Which is why I reached out when the batter died so quickly. I do appreciate the $300 to cover the battery which my dealer told me cost basically that much for a new one to be installed. Can you also help with the tire wheel cover? The car is with Mazda of ************* (**) still with their service center. You can contact them to ask about it

  Business Response

  Date: 04/10/2025

  To whom it may concern, 

  Unfortunately, the assistance provided was just for the battery. 

• Initial Complaint

  Date:02/26/2025

  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 2024 Mazda CX-90 PHEV for approximately $62,000 from *** ******* Mazda at ******, which currently has ~9k miles. Since the day I drove it off the lot, the brakes have consistently squealed. When I first raised this issue, the dealership stated that it was "normal" for new brakes and would go away after the break-in period. However, after months of driving, the issue persists.I brought the vehicle in for service at *** ******* Mazda multiple times to have the brakes inspected. I was then told that nothing could be done because "Mazda chooses to use inferior parts." This response is unacceptable. I have owned vehicles from *****, ******, ******, and ******** at half the cost of this Mazdaand have never experienced such an issue.This ongoing problem is not just an inconvenience but an embarrassment when stopping in public places. The brakes screech loudly, to the point that base gate guards visibly react when I drive onto military installations. A vehicle at this price point should not have such an issue, and the dealerships refusal to provide a solution is frustrating.Desired Resolution:I request that Mazda North America and/or the dealership:Properly diagnose and repair the issue, whether that means replacing the brake pads, rotors, or any other faulty components.Acknowledge whether this is a known issue with the CX-90 PHEV and, if so, provide a permanent fix for affected customers.Provide an official response explaining why a brand-new, high-end Mazda vehicle is experiencing this issue while competing brands do not.I am seeking a prompt resolution before escalating this matter further.

  Business Response

  Date: 03/21/2025

  To whom it may concern, 

  Please contact the ************************** at ************ for better assistance regarding your brake issue. 

  Thank you

• Initial Complaint

  Date:02/15/2025

  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.

  There is a service bulletin issued for the year my car was manufactured. But my VIN is not covered. I am having the same infotainment screen spider cracking as covered in the service bulletin. Originally the repair was $2200 and the offered $1000 as a good faith repair. I did not have the money. They found a cheaper way to repair it and when I contacted they were only willing to offer $250 instead of the $1000. I contacted again about the good faith deposit and they will not call me back even though I was told the case was expedited and someone would call me back in ***** hours. I have this all in writing. And was told the good faith repair would not expire.

  Business Response

  Date: 03/09/2025

  To whom it may concern, 

  Your comments have been escalated to a supervisor. Please allow 48 - 72 hours for follow up.

  Thank you

  Customer Answer

  Date: 03/17/2025

  I am rejecting the businesses response.  In Service Alert No. SA-008/18, ********* CX-9s were noted to have the exact issue that has been documented by the dealership on my infotainment screen. My car is also a 2018 CX-9. Mazda is only willing to cover $249.50 of the $1017.42 repair. This is a known defect in my cars year of manufacturing, but for some reason my VIN is not covered. They acknowledge that it may be caused by a faulty display. The display should be fully covered as stated due to the year of manufacturing.