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:09/18/2023

  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.

  There was a special service issue having to do with the ** compressor, we bought the car about a year ago and nothing was not done to complete the special service on the ac so now we have a ** compressor clutch that is locked up and we can't drive the car to get it repaired without causing a domino affect and messing up other components on the vehicle and would like for them to send me the money so i can have it repaired.

  Business Response

  Date: 09/25/2023

  To whom it may concern,

  We understand Case Manager ********* advise Mazda will not be assisting with this repair as the applicable warranty has expired.

  Regards

• Initial Complaint

  Date:09/16/2023

  Type:Product 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.

  After driving my 2014 Mazda CX-9 for many years I was heartbroken to learn that the location of the water pump was internal to the engine and when it failed it cause irrevocable damage. I was told that my only option was to replace the engine. I was given estimates between $9,000 and $12,000. I had no warning that the water pump had failed until it was too late, and the engine destroyed. With only ******* miles I had planned to drive my CX-9 for many more years. I am very disappointed in Mazda for such a bad design and I will never buy another Mazda again.

  Business Response

  Date: 09/18/2023

  To whom it may concern,

  Please fee free to reach out to Mazda's ************************** to discuss further. They can be reached at ************.

  Regards

• Initial Complaint

  Date:09/14/2023

  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.

  We purchased a 2015 Mazda 6 brand new. We perform regular maintenance on our vehicle and take extreme care of it. We recently noticed a loud whining noise coming from the engine compartment. ************ diagnosed this to be a transmission bearing and found a service bulletin on this as well. Mazda had this issue from 2012-2018 in these transmissions and continued to install them in new vehicles. When my wife reached out to Mazda they stated they could do nothing due to the year and mileage of this vehicle. I could care less what the mileage is on a vehicle, they are selling these transmissions with a known issue. It was just a matter of when this would happen to our vehicle not if. I don't feel this is a good way to do business knowing you are selling a brand new vehicle to customers with an expensive known issue. The very least this company could do is cover the replacement cost of this transmission as the car itself is in great condition and could run for a long time.

  Business Response

  Date: 09/25/2023

  To whom it may concern,

  Please respond with the Vehicle Identification Number. 

  Thank you

  Customer Answer

  Date: 09/28/2023

  VIN: *****************

  Business Response

  Date: 09/29/2023

  Thank you for the **** Unfortunately, the applicable Powertrain Warranty expired 10/5/2019 so any repairs at this point would be the owner's responsibility. 

  Regards.

  Customer Answer

  Date: 10/19/2023

  I am fully aware the warranty is expired. The issue is the vehicle was sold brand new with a known issue in the transmission. We were not informed of this issue upon purchase and it was clearly ignored by Mazda. We are very displeased with how this is being handled. Were happy to never purchase from Mazda again and spread the word on how this was handled.

• Initial Complaint

  Date:09/09/2023

  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.

  My new Mazda cx-50 was involved in an accident on 4/4/23. It took nearly 5 months for parts to arrive to body shop to enable repairs. I picked up the car from Northern Westchester Autobody in ************* ** on 8/15/23 even though it was not fully repaired (but finally drivable) because I had already paid about $5000 on rental fees (in addition to car loan payments and insurance on the mazda during that period). The car is still without some parts, and all inquiries to Mazda corporate have been unanswered. I am seeking reimbursement for rental expenses, and the delivery of missing parts to the autobody shop ASAP.I have left several voicemails and emails for the mazda customer service rep listed below but have not received a response in the past several weeks:[***** / Representative, Customer Experience / ************ / Select Prompt 2, then Ext. ******* / (SR ******* ********) ]

  Business Response

  Date: 09/11/2023

  To whom it may concern, 

  We have forwarded your request to ***** and her supervisor for review. 

  Thank you

  Customer Answer

  Date: 09/11/2023

  no information is provided in this response from mazda. Will await further response.

  Business Response

  Date: 09/11/2023

  Your case manager ***** will be in contact with you. Please allow her some time to follow up. 

  Thank you

• Initial Complaint

  Date:08/13/2023

  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.

  Had a good experience with my CX-5, so decided to get a CX-9 for family use. With in a month, my new Mazda CX-9 was unable to start. Calling Mazda customer service using ****************** App. The representative told me they would toll my car to a Mazda dealer.I informed them that the car should be tolled to Mazda of ******* where I bought the CX-9, and the dealer is within the permitted distance. The representative told me they can't locate the authorized dealer for some reason and told me to pay upfront. Mazda later would reimburse me the cost. Submitted receipt and all the infos, got the File Number is ********. Now almost a year has past, Nothing has never happened!

  Business Response

  Date: 08/23/2023

  We apologize for the delay. We contacted our towing vendor and they confirmed the refund has been processed to your credit card. 

  Customer Answer

  Date: 08/23/2023

  
  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:08/09/2023

  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.

  Design flaw on the 2019 Mazda CX-9 Signature that I purchased on 2018. The infotainment screen has spider cracks due to change of ambient temperature. Mazda doesn't acknowledge the design issue due to inferior material used that couldn't stand to normal day to day use. Mazda dealerships refused to help escalate the issue.

  Business Response

  Date: 08/18/2023

  To whom it may concern,

  The applicable warranty of 3 years ****** miles has already expired for your vehicle. Any repairs going forward will be the owner's responsibility. 

  Regards

• Initial Complaint

  Date:08/08/2023

  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.

  Superior Mazda dealership service complaint - address ********************************************************************** Was given a list of recommended services after my visit 7/19/23 COLANT FLUSH 1.0 ***** SERVICE 1.0 BRAKE FLUSH 1.0 FRONT TIMING COBER VALCORBER CRACK SEAL CRUSH WASHER CRACK BOLT 5.5 2 FRONT STRUTS LEALIKING MAUNT BEARING 2.7 ALAMENT 1.0 2 OUTER TIERODS I called in and said I'd like those recommended services scheduled. ****** assisted. Representative, ******, made large errors in scheduling which caused both me and the Superior Mazda dealership time and money; as well as much confusion. Call occurred 07/19/23 at 4:54 PM.-Received an additional charge than what i'd been quoted on for the 'front bumper grille' installment (i provided the part) on 7/19/23. Quoted $306 but charged that additional fee of $31.21, with description "CUSTOMER PAY SHOP CHARGE FOR REPAIR ORDER." As well, the part is not firmly secured, came off from clamps on front bumper after driving away.-Charged for a 'cracked bulb' repair order that I never ordered, due to Natali entering 'cracked bulb' into their system instead of 'crack bolt 5.5'. No service performed yet I was charged $19.10 with description "CUSTOMER PAY SHOP CHARGE FOR REPAIR ORDER." 7/31/23 -Lost 5 hours of my time on 8/7/2023 due to Natali not confirming if front struts were on-hand at dealership. They weren't. Scheduled 3 weeks in advance. Due to no communication from Service Advisor, ****, or Superior Mazda itself. Once they realized their mistake of no part on-hand they could have quickly sent the shuttle to pick me up (they shuttled me as encouraged by representative, ******, in initial call - shuttle is service this dealership offers). But instead they waited with no communication for roughly 3.5 hours. Thus i lost 5 hours of my time total.-Am being double charged for an Alignment, costing $169.95 + tax each time, due to Natali scheduling it in error before the Front Struts / Tie Rods replacement. Should have been scheduled after

  Business Response

  Date: 08/18/2023

  To whom it may concern,

  We suggest you contact the dealership's management to discuss the charges. The dealership is an independent franchise responsible for charges. 

  Regards

  Customer Answer

  Date: 08/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** . Dealership attempted to make things right by providing better services and not charging for the duplicate alignment. So i'm just going to let things go. Though the response from Mazda I received here on BBB... wow. They really don't care. Will just stay offline and resolve in-person next time.
  
  Regards,
  
  zzzzzzzz
  
   
  

• Initial Complaint

  Date:08/02/2023

  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.

  2023 CX5- RED SOUL METALLIC CRYSTAL *********** color has years of complaints and issues, yet Mazda continues to state paint chipping and scratches is due to 'objects hitting the vehicle". Ive owned this brand new car for 8 months,garaged kept, < ***** hwy and in town suburbia driving miles and have scratches and chips, to the metal and plastic areas primer. This paint is so thinly applied, it does not withstand even ************ or use. Owners are placed in no win positions. Car loses value, and owners Out of pocket for repairs. I brought the car in to dealer service **** who took pics and sent to Mazda HQ. Response boiled down to So Sad Too bad, not a paint defect. This is my 1st Mazda- will be my last and will not recommend.

  Business Response

  Date: 08/03/2023

  Please advise which dealer inspected your vehicle, what did they submit to Corporate, when did this inspection occur?

  Thank you

• Initial Complaint

  Date:07/26/2023

  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 own a 202 Madza CX 5, enjoyed my car. However, a few weeks ago there was a squaking sound when you excelerated. I have ****** miles on my vehicle. Took my vehicle to North ********** Madza in North *************., was told it would take a couple of days, fine, they gave me a loaner after begging. I was told they would order a new transmission, ok, was told should have car in a week. It is now July 26th, no car and after calling the ********************* mgr and General mgr, NO returned phone call. In my years of dealing with car services I have never experienced such disrespect for a customer. Would never recomment this dealership.

  Business Response

  Date: 07/31/2023

  To whom it may concern, 

  Please free feel to contact customer service at ************ if you need assistance with your vehicle. 

• Initial Complaint

  Date:07/25/2023

  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.

  Mazda File 00109627.I recently came in to look at a 2023 CX9 and trade in my CX5. As inwas getting texts and emails from Mazda stating a lower payment. Knowing there was negative equity I wanted a 2023 to eat up some of it and to get a lower payment. They told me all they had left was a 2022 with 7k miles on it, that the managers wife had been driving around and told me that they would give me the rebates as a courtesy. They said that they could not trade my CX5 in because of the negative equity. They said they would instead buy it. I was offered an amount through car *** and I was told by ****** that they would give me more. They removed the tags and I returned them to the Mva. Gave them the keys and they had the car in the lot.I continued making the payments for the cx5. I had gone back three times to get the finance packet I should have been given initially and a letter stating the purchase agreement. The first two times I was given the run around on why it couldn't be provided. I spent from 9:30-1:30 at the dealership, getting the run around. I signed a pay off paper. I was told that the documents were sent digitally. Not on paper. In reference to that, I never received anything. I told them that I felt like this was all shady and I wanted to return the vehicle I just received, and take my car back since I still hold the title.They said that it would be a hassle to sell it on my own. They told me what was going on, to return my plates and to swap insurance. I finally am able to get my car back to my home, but they refused to take back their vehicle.I asked for the hard copies of the papers with my signatures. The one where it said they were paying off my car (which I questioned since that didn't make sense be they said they weren't trading her) and even in the finance office I signed my name and dated, and the paper was removed and I was told only sign your name. I get the paperwork after refusing to leave & they charged me almost $10k over asking.

  Business Response

  Date: 07/25/2023

  To whom it may concern,

  Per the case notes, we recommend you work with the dealership management to resolve. Mazda *** does not run credit NOR report anything to credit agencies. 

  Regards

  Customer Answer

  Date: 07/25/2023

  the documents are fraudulent and signed digitally with false amounts. The car is at the dealership and they have it for sale on their lot.

  I will contact the *** and write another letter to the attorney general. 

  Business Response

  Date: 07/31/2023

  To whom it may concern, 

  We suggest you work with the dealership management to resolve. Mazda *** does not run credit nor is responsible for financing of the vehicle.