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:02/08/2024

  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.

  Mazda CX30 (2021) ****** miles VIN ***************** Oct. 2023 Complete electronic failure, could not even get car out of Park. Had to be towed for repairs. Was repaired until 12/27/23. Same catastrophic failure. Towed again. Henessey Mazda in ****** ** had the car for 19 days until I insisted the repair had to be done. They told me it was a key fob issue, but we all knew it was not that. Picked up the car -- drove less than 1 hour and got gas. The same complete electrical system failed and car had to be towed back to ******** (3rd tow). They told me I would be responsible for repairs. I was incensed, but ultimately had to give my permission for the repairs because I need a car. Those repairs have yet to happen. My car sits at Henessey Mazda for 43 days now. They will not return any of my phone calls. This repair substantially impairs the cars use, safety and value. I could not, in good conscience, sell this car to another consumer. I need Mazda to step in and get this corrected by purchasing this vehicle from me. If they "fix" it, wouldn't they want a gently used Mazda on their lot? This business has been outrageously incompetent.

  Business Response

  Date: 02/09/2024

  To whom it may concern, 

  We see you currently have an open case with *********. Please continue working with her as she is your case manager.

  Regards

  Customer Answer

  Date: 02/10/2024

  I have talked with ********* for weeks with no results.  Perhaps you should speak with her to convey what you plan to do to rectify this situation and then have her call me.

  Meanwhile, my car remains untouched.  It's 44 days now. I still pay the car note and the insurance, but have no car.

  I'd appreciate that you come up with a mutually agreeable plan and reach out to *******************

  Regards. 

  Business Response

  Date: 02/13/2024

  Your comments have been forwarded to *********'s supervisor for review and follow up. 

• Initial Complaint

  Date:02/06/2024

  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.

  bought a mazda3 and had sticky a dashboard for years because they melt...finally heard it was recalled and when i got to turn it in for repair they said the recall had ended...but my dash so i got it replaced because i started worrying about toxic fumes coming off the melting dash.....i ask mazda to help with cost and they refused mazda Case Number ******** ..

  Business Response

  Date: 02/07/2024

  To whom it may concern, 

  Mazda did not launch a recall for the dashboards for Mazda3; however, we did issue a warranty extension. The warranty extension was in effective for 10 years from the original date of purchase. Unfortunately, the warranty extension has expired. 

  Regards

• Initial Complaint

  Date:02/04/2024

  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.

  On December 8, 2023, my vehicle was involved in a multi-car accident. My car was in the front, and somebody hit my car from the back.Subsequently, I took the car to the service center which third-party insurance suggested on December 18, 2023, and during this period, the third-party insurance provided a rental car for my use. Unfortunately, the repair process has been significantly delayed as Mazda has not yet dispatched the required part, specifically the "Part KSD4-50-221B-9U WH BUMPER, REAR."Mazda said that the ordered part was shipped on January 17 **** from ***** and will be arrived next week. However, nothing is arrived yet. Regrettably, this delay has resulted in nearly two months of inconvenience for me. The third-party insurance ceased covering the rental car expenses on January 22, ****, and I now find myself without transportation to my daily responsibilities. I contacted Mazda to ask solution and they insisted on not giving any solution. After my insist calls, they said they do not guarantee but, they might reimburse rent if $30 daily for only 45 days. Also, whenever I ask for updates, they say the case manager will call me back, but nobody calls. Today is February 4, ****, and there is even no estimated delivery date and solution by Mazda. Even though my car is new (2022 year) CX5, I am suffering. I do not believe that Mazda has order priorty. My case number is ********. I would appreciate your assistance in finding a solution.Your prompt response and assistance in resolving this matter will be highly appreciated.Thank you for your attention to this urgent issue.Bests,Busra

  Business Response

  Date: 02/05/2024

  To whom it may concern, 

  Please continue working with your Case Manager, Gretchent to resolve. She is diligently working with multiple departments to secure the part.

  Regards

• Initial Complaint

  Date:02/01/2024

  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 experience with Mazda of Orange has been incredibly frustrating due to the dismissive and condescending attitude of the service manager, ****. I brought my new car in for a ******* ceramic coating appointment, only to discover two deep scratches on the rear bumper upon pick-up. Despite purchasing the car weeks ago and investing in various services, including ******* coating and a PLATINUM VIP package, the dealership has severely underdelivered, scratching my car during a protective service.Reporting the incident to ***** he defensively denied responsibility but agreed to fix it. However, the repair turned out subpar, resembling silver Sharpie marks. ****'s dismissive behavior persisted both on the phone and in person, leaving me frustrated and unheard. Returning later that day, I found the scratches still visible, now transformed into deep silver marks. **** casually mentioned he had only intended to touch up the scratches, a detail not previously communicated. Despite my concerns, he brushed me off, suggesting the scratches would buff out in a few days.Feeling defeated, I took my car home, realizing I was financially tied to long-term warranties and maintenance packages with the dealership. The paranoia looms large each time I consider future services, leading me to meticulously document every detail upon drop-off. This falls far from the promised platinum VIP experience; it feels like dealing with a cheap, unprofessional dealership.Despite positive experiences with my sales **** ***** and the clerk, ******** I strongly caution against purchasing service items at Mazda of Orange. Despite my multiple Mazda ownerships and positive interactions with other vendors for detailing, maintenance, and ceramic coating, the disrespectful treatment and incidents like this have been unparalleled at this dealership. If buying a car at Mazda of Orange, I highly advise looking elsewhere for service.

  Business Response

  Date: 02/01/2024

  To whom it may concern, 

  Please accept our apologies on behalf of Mazda *** for the recent interaction you had with Service Manager ****. Our suggestion is to resolve this matter directly with Mazda of Orange as they are an independent franchise. We have also forwarded your comments to the dealership management. 

  Thank you

• Initial Complaint

  Date:01/29/2024

  Type:Customer Service 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.

  This is all uploaded. I have tried to reach out to everyone at Mazda they do not respond. It is a shame that they can just not respond to the little person that has been cheated and maybe killed because of a faulty product. please help me get them to answer.

  Business Response

  Date: 02/05/2024

  To whom it may concern, 

  We located the file which you were communicating with Case Manager ZuMondrae. We ask you maintain professionalism and refrain from name calling when communicating with the representatives. 

  The Limited New Vehicle Warranty has expired by both time and miles so unfortunately, any repairs would be the responsibility of the owner. 

  Regards

  Customer Answer

  Date: 02/05/2024

  I don't accept this. I have talked to many people a alternator is faulty if only ****** miles. I also had all electric working but Mazda said a alternator and charged ******* for this saying they hope this was the problem. If the company that makes the car can't figure out the serious problem who can. Then they laughed at me but also said they felt sorry because we could of been seriously hurt. I loved this car and Mazda but this service and compassion for a used to be proud owner is gone. 

  Business Response

  Date: 02/09/2024

  We are sorry you do not agree with the outcome but the applicable warranty of 3 years / ****** miles has expired. You may reach out to ZuMondrae if you have further questions. Thank you

  Customer Answer

  Date: 02/14/2024

   This is not true of this complaint. After 5 days and 5 service people at Mazda trying diagnostics and not knowing what to do mind you all electrical in car worked and car was just inspected they came up with a alternator. My car never had any issue with starting and this happened while driving. The service people said it was ******* and hopefully it will fix the car stopping while driving but couldn't say 100% it is the issue. If they didn't  know the problem since they make the cars who do I rely on. Also how would they feel driving the car after this when there was traffic and I wasn't assured the problem was fixed. I was also laughed at from Mazda. I really loved this brand of car and was planning on continue buying from them in the future but after this never again. If they don't want to do the fair thing and refund my ******* I will keep informing the public on social media of my true Mazda experience. My phone number is ************. They can call me.

• Initial Complaint

  Date:01/27/2024

  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.

  Fraud, False advertising, and a Scam perpetuated on innocent buyers by sending out literature from GM **** of ******** of ****** Mazda of ************ **. ************ It states Item 1) "Guarantees the New Mazda of your choice will be available for less than your current Mazda6 That is a flat out lie. 2) For your Mazda 2020 Mazda6 $18,906, my car has 20K miles in pristine condition. 3) " With this invitation, Receive an additional $6,063 more for your Mazda 6 bringing the total for my car to $24,969. 4) "Plus, I will give you $2,200 and make your first payment" 5) "An additional $2,200 combined with o% financing." Now the salesman. We picked out our car off the dealership floor He quoted us around 29K because the car had no sticker. We were shocked to find out after we said we wanted the car he told us it was sold yesterday with no for sale sign on the car or sticker. He further went on to say he had no other cars like it. I told him. I felt it was a scam and he took off. What a butte dealership this is. I am requesting a credit for exactly what the letter states since they have to find the car at another dealership or order it of $29,369 which would include my Mazda 6 to them. That is the offer I wait 3.5 hours to find out it was a scam. Mazda should check more carefully what their franchise ***** are doing to entice customers. Fraud should not be one of them.

  Business Response

  Date: 01/29/2024

  To whom it may concern, I

  Please continue working with you CEC Case Manager to resolve your concerns. The Case Manager is best equipped to assist.

  Thank you

  Customer Answer

  Date: 01/30/2024

  I asked for the exact credit that was offered on the letter I received from the ** at the dealership. The offer is marked (GUARANTEE) I would pay less for a new car than my trade in and credits towards a new car. Mazda North has a copy of the Document which appears to be Fraudulent. They called and said BBB would contact them and get the document. I rejected their offer of a very small discount treating me as an employee. This phony offer was made to several customers not just myself and is indicative of their marketing strategies. I am requesting the same credit they guaranteed. It is ****** which includes my car as a trade in and new car credit on the letter. This offer was directed specifically at myself and my car. This credit would be deducted from the new car cost and I would pay the difference if the new car was more than the credit. THAT IS THE OFFER IN WRITING SIGNED MY THE **. That is what I am asking for.  Thank You.

   

  Business Response

  Date: 01/30/2024

  Thank you for the response. The dealership is an independent franchise, Mazda *** makes the vehicle, and the dealership sells the vehicle to the public. 

  We strongly suggest you follow up and resolve directly with the dealer. 

• Initial Complaint

  Date:01/26/2024

  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 have a 2022 Cx- 9 Signature it have issues with the trunk not opening and/ or closing. I was 7 months pregnant the last time it would not closed. I took everything out the trunk and hit all 3 buttons options and nothing. I had to drive 40 miles to get it looked at. And every blue moon the media player screen goes off completely and comes back on ( has no updates), the sunroof has issues opening and closing at times and my dash has a circle and small dot. I bought up the issues many times and they looked at it and said it had to happen when they have the car. Which I get and understand. Even issues with the sunroof on video they still cant honor it. I feel like the company need to change their policies. They will not even listen to the customer they up and said my dash circle is from an outside source which I never put anything on my dash they believe like a coffee cup ? Really . As a customer its a huge kick in the face knowing the car was so much money on top of it . I love my car I just want the issues fixed and having five children I cant just pay out to fix things they should be under warranty for. Which they suggested I do which is crazy. I been so stressed out over this back and forward. And when my suv was last service my oil was changed but, the tires wasnt rotated even though they said it was but, I can tell because one tire up front has an imprint on it . And I sat their for about 4 hours with a newborn. The manager reached out and told me to bring it back to be done but, I live far way I have to do it when it convenient for me. And no person should have to come back on something that should be done . They offered having my car for a few days. And if they still dont see anything since it happens sometimes and the warranty gone Im just snuck with the problems. Sadly, to say I will not be buying another Mazda base on my experiences with them. The Mazda Dealership is 40 miles away as well. And I loved the car so I went far to get it now, I regret it.

  Business Response

  Date: 01/29/2024

  To whom it may concern, 

  Mazda appreciates the opportunity to review your concern. We see you had a case (#********) and a decision has been made. The decision remains the same as it is not a warrantable defect. 

  Regards

  Mazda Customer Experience

  Customer Answer

  Date: 01/29/2024

  Very disappointed with company it seems like any issues with vehicle after buying they dont want to fix and everything is on the customer. They keep saying it not a warranty defect. Person I talked to the other day suggested I go to another Mazda 3 hours away to check all my issues for a second opinion. This is not right for any customer that paid so much for a vehicle to be treated PERIOD. And what really is disappointing that I had to drive 40 minutes 7 months pregnant with a trunk that would not close on freeway that was very unsafe.The warranty department gives customers a complete runaround.

• Initial Complaint

  Date:01/25/2024

  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 have been a loyal customer who has long supported ******************. I've continually picked Mazda over the years, including the vehicle I currently drive. My main issue is with my current vehicle: 2019 Mazda CX9. VIN number is *****************.Regrettably, I am dealing with a persistent and upsetting problem with a leaking gasket in my current vehicle. A mazda dealership advised me that my car has a leaking gasket and it would cost $6000 to fix. This issue has been widely reported by multiple customers, and it appears to be a well-known problem with the CX9. It has come to my attention that there have been a substantial number of complaints about this situation, which should have prompted a proactive recall or, at the very least, a responsible course of action to correct the problem. Furthermore, this is not a case of our car being neglected. This car was purchased new from your dealership. We take our car to Mazda every three months for routine maintenance and an oil change. Given my history of supporting Mazda, and the widespread acknowledgment of this gasket problem, I reached out to Mazda corporation to request that they resolve the issue. The representative I spoke with promised to look into it and get back to me. Two weeks later and after considerable money spend on transportation, I was called back and told that they will give me a credit of $400. Well, I find this unacceptable considering this is a well know problem as evidenced by the numerous complaints online and Mazda's internal document which discusses how to fix the problem. (See attachment). I am hereby filing a formal complaint because I disagree and I am dissatisfied with Mazda's position on the matter. I shouldn't have to be responsible for this repair since this is a well know default that occurs in the model of Mazda.

  Business Response

  Date: 01/25/2024

  To whom it may concern, 

  Based on your case notes, the applicable warranty has expired. The Powertrain Warranty is valid up to ****** miles but your vehicle roughly has over *******. Please reach out to your case manager, ******** for any further questions.

  Regards

• Initial Complaint

  Date:01/22/2024

  Type:Sales and Advertising 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.

  Extremely disappointed in the Mazda company for how they are handling the common problem of spider cracking on the navigation screen of my Mazda. I purchased the extended bumper to bumper warranty only to learn that this isnt covered under the BUMPER TO BUMPER warranty and it will be $2,300 (quoted from a Mazda dealership) to fix. Now the screen is practically unusable, and come to find out this is a common manufacturing problem that hundreds of Mazda owners are having problems with. Also sad that this was a recall for some models, but not all. This is a safety hazard considering that the back up camera, GPS and navigation, mazda information and settings is all dependent ON THE SCREEN. This is my third and final Mazda I will ever buy and Im so disappointed on how this company is handling this. As I mentioned above this is a COMMON MAZDA issue that was even recognized by the company for certain years and only a handful of cars fell under the recall even though this continued to happen.

  Business Response

  Date: 01/23/2024

  To whom it may concern, 

  Please feel free to contact Mazda's ************************** to further discuss your concerns. 

  Regards

  Customer Answer

  Date: 01/23/2024

  I have contacted Mazda and the dealership and was told I could pay out of pocket $2,300 to have the screen replaced due to the fact that the Mazda CX9 has been discontinued.

  Business Response

  Date: 01/24/2024

  Please feel free to contact the customer service team at ****************** Corporate to discuss further. They can be reached at ************.

  Customer Answer

  Date: 01/25/2024

  Please feel free to have someone reach out TO ME. My phone and email have been provided at your convenience. 

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 21Sep2023, a ** *** office faxed a request for title for my daughter ****************** from *********, ** to title/license her car for a move from **. To *************** this miserable POS company hasn't provided the title so her car can get registered. When she calls in, they ALWAYS tell her they're working on it, yet the title NEVER shows up. Multiple faxes have been sent from the *** and STILL the title hasn't been sent. She is the wife of a disabled veteran just trying to do the right thing and register her vehicle and this is how they treat her, lying to her on the phone, not following through OR doing their job. And she has been a LONG TIME LOYAL mazda owner since 2007. We told her to get rid of her mazda over a year ago and get a ****** and yet, she stayed with mazda. I personally wouldn't take a brand new mazda if you offered it to me for free! If this is how you treat a disabled veteran's family, I can only imagine what non-veteran families go through. There is NO excuse for the HORRIBLE customer service she has endured at the hands of these lazy, worthless, pathetic and poor excuse of a company. I don't care if they HAND WALK the title to the *** tomorrow, nearly 4 months is inexcusable and I want this negative complaint to remain on file and unresolved indefinitely AND I want the general public to see these comments and I make myself available to anyone that wishes to contact me for ANY reason whatsoever. Oh, and don't bother asking for a supervisor at mazda, all you get is a lame, 2nd rate answer of, oh, there's no supervisors available, we operate on a BS conflict resolution process that DOES NOTHING AT ALL, EVER!

  Business Response

  Date: 01/16/2024

  To whom it may concern, 

  Your comments have been forwarded to Mazda's CEC department. Please allow 24 - 48 hours for follow up.

  Regards

  Customer Answer

  Date: 01/16/2024

  Please allow these comments to be viewed by the public. This response says the complaint has been forwarded to whatever department. This is where mazda FAILS it's customers by passing the buck instead of finding out what's wrong and FIXING it. All it would take is one employee to figure out why the title hasn't been sent, find the title and SEND it ASAP. Instead, every call, every complaint gets so-called routed to a different department and NEVER gets handled. It has been 4 months of waiting for the title to be sent to the *** so the vehicle can be licensed properly and EVERY time a phone call is placed, no one has an answer and there's no supervisor to speak to because of the mazda BS conflict resolution process which is nothing more than passing the buck to a different department, EXACTLY what the response to this complaint has done. Please, please, please, if ANYONE is reading this and considering buying a mazda vehicle of ANY kind, think twice because if you end up needing ANYTHING from mazda headquarters, ALL YOU WILL GET IS ROUTED TO A DIFFERENT DEPARTMENT instead of the help that a customer needs. I want this complaint to remain on file, unresolved and negative review for as LONG as BBB rules allow. I truly wouldn't wish this type of 2nd rate customer service upon anyone!