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:11/13/2023

  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 the brand new, first year release of the **** Mazda CX-50 Meridian off road edition 4 months ago. I have driven this vehicle daily for work sometimes 4 to 6 hours a day (collectively). I have experienced neck, back, shoulder pain, nausea, migraines, nearly every day I use the vehicle. I have taken breaks and borrowed my siblings vehicles and don't experience same pain. So I have been able to pinpoint it down to the vehicle. The model is an off-road edition. So the vehicle is not exactly designed for the roads in *******************. I work in real estate and residential development and drive from our job sites and projects in ***********, Koreatown, Hollywood, Downtown *********** and surrounding cities regularly. The impact and vibrations that the suv receives gets transferred to my body as I drive. So I am feeling all the vibrations from my legs, lower back, spine, neck, shoulders and to my head. Any imperfections, potholes, manholes, cracks or any rough pavement, the impacts gets transferred to my body. I have filed my complaints several times with Mazda PR department. They have taken my car in for inspection and was only able to test the car up to 25 miles (because that's all they are allowed to drive) and repeatedly said there are no issues with the vehicle and that they are unable to duplicate my complaint and negative experience. I had requested for them to buyback the vehicle, but Mazda *** is not making any efforts, but instead repeatedly saying nothing wrong with the vehicle. Upon further research and on the CX-50 forums, many owners have complained about similar experiences. Those owners also filed complaints, but Mazda denied and don't accept responsibility that their CX-50 have major discomfort issues. I am asking Mazda to buyback the vehicle for these flaws. I feel like a guinea pig and had to deal with major suffering and physical pain for the past few months. Buying a new car should not be like this.

  Business Response

  Date: 11/14/2023

  To whom it may concern,

  Your case is currently being reviewed and Mazda will provide an answer soon.

  Regards

• Initial Complaint

  Date:11/06/2023

  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.

  Case #******** BEWARE! Do not fill out any Customer Surveys from ******************. I filled one out because I received an email asking me to... then I received a call from the ** informing me that because of my survey, I was BANNED! Yes, you read that right.I love my truck so much and really wish Mazda cared. The summary is I have a truck that has a recalled air bag. I set up an appt a wk and a half b4 and they knew that I was coming in for the recall and a new battery. After a 1hr drive and an uber ride elsewhere, the dealership informed me they had neither the battery nor the airbag needed. I go get the vehicle and drove home where I saw an email asking about my experience. I gave an honest review which was not good b/c of what had taken place. Then I received a call from the ** asking if I had filled out a survey followed by him banning me from the location. Can u imagine this happening to u? That wasnt the end. Told twice by the airbag recall team that someone would call to make an appointment, no one ever called. I called corporate and an operator heard my story and said that he would escalate it to a Manager. I then received a vm from ***** who said she had reviewed the case and they would be doing nothing. She said she understood I was upset and was banned and next time I find a new dealership I needed to call ahead so they could order the parts. I should go to ********* (2.5 hr from me) to have the repair done. She left a ***** number. So, I called and said *****, I was banned for a survey (which is not mentioned in her vm) plus I said that it was set-up by the recall team a wk and a half prior. So, it was called ahead. In the vm she says I must call early to schedule an appt so the dealership could order the parts needed. Thats exactly what was done. ***** told me she was the highest customer service person I could talk to when I asked for her supervisor. She said the buck stops there and there is nothing more I could do. I needed to find a new dealership.

  Business Response

  Date: 11/14/2023

  To whom it may concern,

  We understand that you have a case already with the Customer Experience Center. Please follow up with your handling representative.

• Initial Complaint

  Date:10/25/2023

  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.

  Hi BBB,I had a recall with Mazda 2 years ago for running lights. They fixed both but the left running light stopped working 4 months ago. Now Mazda is declining a recall. Please advise.Thank you.Aleks

  Business Response

  Date: 10/25/2023

  To whom it may concern, 

  We understand you have an active case with ***** in the *************************** Please continue working with *********** 

  Thank you

• Initial Complaint

  Date:10/19/2023

  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 the way home from an appt, my 2015 Mazda CX5 (162k miles) flashed a warning that the engine was overheating & I needed to find a safe place to pull over. I did & immediately called a repair shop less than a mile down the street. They suggested that I wait for the engine to cool down before driving it home where I had coolant to put in the reservoir. I made an appointment for the next morning & took it to the shop. After a $100 diagnostic visit, I was informed that I had a blown head gasket & given the name of an engine repair shop downtown (30 mil away). I drove it home (less than 2 miles) & called the repair shop. The mechanic told me that if I could have the car towed to their shop, they would assess the issue & would roughly take about 2 weeks to repair. At this time, the initial assessment concluded $3000-$4500 for a new head gasket. After the full assessment 3 days later, it is actually a blown cylinder head, & they are recommending a brand-new engine based on the bulletin issued by ****** initially on 10/15/21 (issued 3 more times) about a KNOWN issue. Now my total bill is going to be $8500 for a new ************** is still no guarantee that the same issue will not happen again. Imagine my surprise to not only have a very expensive issue with my car, but Mazda also knowingly sent a bulletin to dealerships & no recall was ever initiated. As I read over the numerous complaints regarding bulletin 01-013/21 I have to ask myself, how has no one died as a result? My car could have easily failed in the middle of the interstate just the week before & 3 people would have died. Does someone have to die for this to be brought to the **** as a priority? How many people will have to die due to Mazda's negligence? My car has been good to me. I have driven it cross country several times & have no issues with it (thankfully). So instead of repairing it with a new engine, I'm now having to purchase a new vehicle. Who is going to pay for that?

  Business Response

  Date: 10/27/2023

  To whom it may concern, 

  We recommend you calling the ************************** at ************ to discuss your concerns further. 

  Regards

• Initial Complaint

  Date:10/17/2023

  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.

  Mazda north America sold me a defective cx9 suv 2021. The vehicle ***** oil abnormally

  Business Response

  Date: 10/17/2023

  To whom it may concern, 

  We see you currently have an open case with ********. Please continue working with her to address your concerns.

• Initial Complaint

  Date:10/09/2023

  Type:Sales and Advertising 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.

  We recently purchased an XC-90 PHEV for. a two year lease. This past Saturday, we had a critical electrical failure on the vehicle, system malfunction due to an electrical leakage. The dash indicated to stop operation and that the ca was no longer operable and needed to be towed. I called Mazda Care on Saturday and advised that they are escalating the issue and would have a representative contact me within ***** hours, because there was no loaner vehicle available. Mazda Care could not confirm that they could even cover a rental. I have still not heard back from Mazda, 72 hours later. I missed my sons sports activity because of having to be towed and have heard nothing from the dealer or Mazda. This is unacceptable to pay for a new vehicle this month that hasnt run now for 3 days and I have not had contact with the case manager *******.

  Business Response

  Date: 10/10/2023

  To whom it may concern, 

  We apologize with the delay in resolving your concerns. Your comments have been forward to ******'s supervisor for review. 

  Thank you

   

  Customer Answer

  Date: 10/11/2023

  This is truly unacceptable, my family has been without a car for five days and missed important sports events for my kids. Mazdas policy to not help your customers when a brand new vehicle has a critical failure is disgraceful. I received no option to get a rental vehicle during this period. I pay nearly $600/ month for a brand new car and Ive been left stranded with two little kids. A full month reimbursement on my lease is warranted. 

• Initial Complaint

  Date:10/09/2023

  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.

  I purchased my vehicle in March. On 5/9/23 my vehicle was crashed while parked at work. The body shop I took my vehicle to turned down the repair citing the length of time to receive parts. The second body shop was not be able to take my car due to the same reason and space it would take in their shop while parts became available. Therefore, I had to store my vehicle at home from May to September when some parts began to become available. I reached out to Mazda North America 5/29/2023 (Case#******** ) in hopes they would assist with expediting the parts and the possibility of a loaner vehicle. Parts continue to this date be unavailable/back ordered. The first month of this ordeal my insurance covered a rental vehicle. Afterwards, due to the part unavailability, I needed to find alternative transportation to be able to commute to work. For the first couple of weeks, I paid for a rental vehicle for a month totaling $801.86 out of pocket. In July I made the decision to purchase an older vehicle to minimize rental car costs and costing me $3k + over $2k in unexpected repairs. Although I understand Mazda is not liable for the accident , they are responsible for backing up the product they are selling. The extended delay and costs stemming/associated from parts not being available to repair my vehicle are squarely the responsibility of Mazda. My vehicle has been on sale since late 2022 and is currently being produced. Mazda could have extended me a loaner and/or repurposed parts destined for new vehicles being produced to back up their loyal consumer. This would have help me avoid the indebtedness I now find myself in due to this situation. As a long term Mazda consumer, I do not feel my case was given the care nor appropriate resolution. All I ask is for Mazda to make this right by at the very minimum covering the car payments ($690.97monthly) I've had to make during the time my vehicle has been out of order (all loan payments).

  Business Response

  Date: 10/10/2023

  To whom it may concern, 

  We apologize for the delay. Your comments have been forwarded for further follow up.

  Thank you

  Customer Answer

  Date: 10/10/2023

  Thank you for the follow up. This case had previously been "escalated" to a supervisor to whom I was unable to reach due to work schedule and my voicemails and email not replied to . I hope this time my request is granted please.

  Business Response

  Date: 10/18/2023

  Mazda offered goodwill reimbursement of $1,381.94. As of today, the customer has not accept or responded to our offer.
  

• Initial Complaint

  Date:09/23/2023

  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.

  Went in for routine 5k mile service on brand new vehicle. Once leaving, the car started to shake violently. Went back and found to have a bulging tire and curbed rim that were not present at drop off. They refused to accept blame for this and wanted me to purchase a new tire for $300+I want my rim and tire replaced as they damaged them while rotating them or hit something going to /from the garage.

  Business Response

  Date: 09/25/2023

  To whom it may concern,

  Please feel free to contact Mazda's ************************** for further research and assistance. 

  Regards

  Customer Answer

  Date: 09/28/2023

  This response was unhelpful.

  Business Response

  Date: 09/29/2023

  To whom it may concern, 

  The Customer Experience Center is best equipped to review and assist. 

  Thank you

  Customer Answer

  Date: 10/19/2023

  This is an unhelpful response as I was already in contact and they did not help/ 

• Initial Complaint

  Date:09/22/2023

  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 mazda cx9 2018, and I am experiencing the problem identified by the ****** stated department of transportation as "spiderweb infocenter screen cracking" . The touchscreen is cracked from the inside due to poor quality and marksmanship. Mazda had issued a recall on an earlier model with the same problem, but failed to initiate a recall for Cx9 2018 version. Instead of taking responsibility and declaring a recall, Mazda dealerships are telling customers to cover the full cost of repairs in the amount of $2400. The amount of views on ******* on the topic shows the class-action law suit scenario with so many Mazda owners having this problem globally. I want to reach a resolution with a reasonable cost of the repair for less than $500. My case number with Mazda with customer experience center is ********.

  Business Response

  Date: 09/25/2023

  To whom it may concern, 

  Please feel free to contact *****, Case Manager, to discuss further. Please keep in mind the applicable warranty has expired.

  Regards

• Initial Complaint

  Date:09/20/2023

  Type:Product 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.

  2018 Mazda CX9 diagnosed with cracked cylinder head requiring $7400 repair. TSB released in 2021 states defect with cylinder head but no recall. My CX9 currently at 77K miles where powertrain warranty expired at 60K. Requested good faith repair since the defect was known within the original warranty period but never notified of TSB. Now I am faced with $7400 repair for known manufacture defect. North America Mazda Operation decline the repairs. Manufacture should notify the owners of known issues.

  Business Response

  Date: 09/21/2023

  To whom it may concern,

  Your comments and request has been forwarded to a Team Lead within the ************************** for review. 

  Thank you

  Customer Answer

  Date: 09/21/2023

  Business response was that they will review the case.

  I need a resolution which is to fixe the manufacture defect.

  Business Response

  Date: 09/25/2023

  To whom it may concern, 

  The Team Lead is still reviewing your request. ****** will contact you directly with updates.

  Customer Answer

  Date: 09/28/2023

  This response was just an update on the status.  Still waiting for final decision.