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:07/21/2023

  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.

  I purchased a new 2022 Red Mazda cx5 last year and began noticing paint chipping after only a few hundred miles . After driving for ****** miles the amount of chips in the paint is beyond what I have ever experienced in my life - hundreds of small chips all over the car - I am 60 years old and have owned many new and used cars and have never seen such bad quality in automobile paint ever . The first woman I spoke with on the Mazda customer experience line acknowledged that there has been a lot of similar complaints about the soul red paint ,as did the first person I spoke with when visiting the Mazda dealer to put in a claim . When I originally called to make an appointment at the dealer I was told that they just had a customer come in with **** miles with the same complaint and Mazda denied the claim so I might just be wasting my time . (guess I was )There is also very numerous online complaints , as well as a talk about a class action lawsuit about it . Mazda is using outside influence as an excuse saying rocks caused the chipping to avoid honoring what should be covered under defective materials and workmanship. I did a lot of research before buying my Mazda and loved it for a little while but now I feel like I spent $31,000 on an asset that is depreciating at such a rate that the car will be either unsaleable or I will lose a ton of money when I do decide to sell because of what will be a cosmetically compromised vehicle .I am still waiting for customer service to call me back to let me know how to drive my vehicle without doing further damage , I guess I would have to drive only when there are no other cars on the road unless the street sweepers had just come around and the roads have absolutely no debris on them . Next time ill stick with my ******** BTW this is the 3rd I believe complaint on the BBB about red Mazdas . Please help to rectify what is a known problem by Mazda . Thank You ,

  Business Response

  Date: 07/24/2023

  To whom it may concern, 

  Team Lead ******* has been trying to contact you. He will try again within 24 hours. 

  Thank you

  Customer Answer

  Date: 09/18/2023

  This is a continuation of a complaint filed previously to Mazda about paint chipping on my 2022 red cx5 which Mazda has done nothing but give me the run around about and waste my time . As I stated in my previous letter this paint is chipping at such an excessive rate the car is losing value every time I take it on a long ride and this problem is a concern all over the internet and can be found in a simple ****** search . Mazda has had me return to the dealer 3 times now for them to take pics and the last time were supposed to apply stickers to the chips to identify the chips easier (which other cars with this issue can also be found with a ****** search as well and how extreme this problem really is ) Each trip to the dealer is 2 hours each way so I have more than 12 hours of driving total , I really feel Mazda does their best to get the customer to just give up on a resolution . After the 3rd trip to apply the stickers and discussing the hundreds of chips on the bumper alone the service manager later called me and informed me they only marked 4 chips in their pics as well as saying if Mazda does anything about this he is washing his hands of the matter - so sorry for wasting his time . A few days went by then I received a call from said manager saying Mazda will not do anything because my car was not within the dates I guess the defective paint was an issue .When I asked why this wasnt figured out before having me drive down 3 times he just laughed at me and when I told him I found the whole thing very far from amusing he said he was laughing about the way Mazda had dealt with the situation. Buyer beware - stay away from soul red Mazdas and do some due diligence about how you will be treated by Mazda if and when you have a problem that needs to be resolved by the dealer . If you have an issue with your red paint there is a potential class action lawsuit you can also find with a ****** search . Worst new car purchase experience of my life .

• Initial Complaint

  Date:07/18/2023

  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.

  My 2021 Mazda CX-5 ***** excessive amount of oil. I have to put oil in between my oil changes that I get every **** miles. This has been a problem since I bought the car brand new. I have brought it to the dealership multiple times and they are of no help since there isnt a recall.

  Business Response

  Date: 07/19/2023

  To whom it may concern, 

  We apologize on behalf of the dealer not assisting further with the oil consumption concern. ***************** will be contacting you shortly to assist further. 

  Thank you

  Customer Answer

  Date: 07/19/2023

  No one has reached per the response received from Mazda.

  Business Response

  Date: 07/20/2023

  Hello, 

  It has only been slightly over 24 hours since we advise the dealer will make contact. Please be patient. You can also reach out to ************************* if you do not get a call. 

  Regards

  Customer Answer

  Date: 07/20/2023

  I dont appreciate your snarky attitude. I have not received any contact and I do not know who ****** is.

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 went into Mazda and was given touch up paint specific to my car make/model and color. The color does not remotely match my car whatsoever. My car is white and the "white" paint they gave me is a silver/blue/gray even though it is allegedly coded for my car. I engaged the dealership and Mazda corporate which decided to do nothing. If you research Mazda at all they're known notoriously throughout the industry for having paint issues. I cannot believe they can't even provide a touchup paint that matches their car and think that is acceptable business practice on a $40k vehicle.

• Initial Complaint

  Date:07/09/2023

  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.

  I purchased a 2021 Mazda CX-5 in December 2021 from ******* Mazda in ******, **. The car currently has ****** miles on it. I took my car to the dealership last week for brake repair because the car shook violently when braking, and had been progressively getting worse over the course of several months. I'm honestly not sure when it began, because the car is so new I had assumed there couldn't be anything wrong with it yet (and my friends with Mazdas have said they didn't need work done on their cars for years and years). It wasn't until the shaking got more extreme that I realized there was an issue. Per the dealer repair notes the rotors were badly warped and the brakes were rusted, to the extent it was unsafe to drive. I was charged $900 for this repair and was told it wasn't under warranty. I am seeking reimbursement from Mazda for this repair, as I believe I was given a car with defective brakes, and the repair should have been covered under warranty. Thank you for your assistance.

  Business Response

  Date: 07/10/2023

  To whom it may concern, 

  Please contact the Mazda ************************** to discuss your concerns. They can be reached at ************.

  Thank you

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 brand new car from Mazda and after only 10 thousand miles I began experiencing a creaking noise from my front passenger seat. I took it to the dealership for evaluation and was refused any service and was promptly told that this is an issue with my specific model and that there is nothing they can do.I then reached out to Mazda *** customer service and opened a case to have this reviewed. After multiple calls, I finally got a hold of a case manager who advised that she would look into the matter. After a very brief period of research, perhaps 30 minutes, they called me back and told me the creaking is normal. I expressed that I was not satisfied with the very loud creaking and asked for solutions, and asked if there was a service bulletin or where the manager got this information. She replied that she asked one other person in her department who had the same issue and thus concluded it is the same issue I am having and that it's normal and not an issue.There are 2 issues with this response 1. Case manager used an anecdotal response from a coworker and did not confirm matching details between our vehicles, # of miles, or use case.2. The case manager acknowledges this is an known issue impacting all cars (with little to no verification) but also determined that it is not an issue, almost implying that I need to just deal with it.I asked if this is Mazda's official stance on a car with just 12 thousand miles to start creaking and she said Yes but then refused to supply that response in e-mail form as of this writing, despite multiple requests.The case manager offered no solutions and effectively dismissed my issues with their car, which I am very unsatisfied with because this is causing my vehicle to be near unusable with a passenger. For the record, I did not request a free repair, just an escalation to look into this further, which was not supplied.As I write this, I have a car with ***** miles that creaks like a ****** during normal use.

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Loyal Mazda owner for several years, I currently have two Mazdas. I took my 2021 Mazda 3 in for service to get a bulging tire replaced and found out I have a bent rim. During the initial diagnostic the service tech says they want to do a full diagnostic for a wheel bearing. Turns out I have a bad wheel bearing on the opposite side of the bad wheel and tire. My car has just under ****** miles on it there is no way I should have a single bad bearing. The dealership called Mazda for warranty and they wont cover the wheel bearing I understand the tire and wheel not being covered to an extent sure. This is a basic Mazda 3 used for commuting in the Pacific North West on roads which are in decent shape. How is Mazda justifying not covering a wheel bearing for a car under the 5 year ****** mile power train warranty let alone the 3 year ****** mile bumper to bumper warranty which I am also well within. Fighting with the dealership to try to get Mazda corporate to cover the cost of the wheel bearing and installation (430$) plus a 189$ inspection are things I did not think I would have to deal with when working with Mazda. Its a shame to get back from a seven month deployment and get stuck in a car dealership for hours just trying to get a car safe for the road again. At this point I do not trust Mazdas warranty as being anything more than for a vehicle kept in storage and not driven. Mazda is not standing behind the quality of their vehicles which is sad considering their reputation.

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2017 Mazda CX5 in August 2017 at the end of the model year. In August 2018 while the car was still under warranty the car acted as if it were our of gas, it balked and died on the side of the road. I had a road service contract through Mazda, called and was told they didn't have service in the area. We raised the hood and the car started after it had cooled off. The engine light was on. We took the car to Auto Zone and it was put on their computer, they could not find a problem in the computer. The next time I took the car in to the dealership for an oil change I asked about the event. They told me it was just a chance happening. Since that time the car has had repeated instances of the same problem. It has happened in town and also on the highway. Prior to driving to AZ in 2021 I took the car into the dealership telling them that this situation was typical of every condition described in recalls for 2018 and 19 Mazda CX5s. They told me it was not covered in their recall proticals. The dealership claimed they had road tested the car, on the billing statement it didn't show them driving it even one mile. They charged me $130 and said it wasn't covered under the recall policy. I have had the car balk and stall twice at 75 mph on an expressway. I have had to limp to the breakdown lane and have it cool down. This was life threatening. Last week it stalled on a city road. We never ************** below a quarter of a tank of gas. I have called Mazda support. I was told it wasn't recalled. When I persisted on the phone call the woman told me next time it happened to take a picture?! Of what? I have written to Mazda Headquarters twice with no response and have complained online. I am at the point of getting another car but realize in all good conscience I need to disclose the problem to a potential buyer which will decrease the money I can get for the car. I am frustrated. It stalled again last week on a city street. I have a lemon on my hands,.

• Initial Complaint

  Date:06/27/2023

  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 using personal electronic data obtained (mileage) from car system and personal vehicle details to carfax without consent. This is the second time..

  Business Response

  Date: 07/05/2023

  To whom it may concern, 

  Each Authorized Mazda dealer has their own processes to obtain leads. Please feel free to the contact dealership management directly regarding the specifics. 

  Regards

  Customer Answer

  Date: 07/05/2023

  Since I have not been to Hello Mazda for several months (when my mileage was about 7k) they could only have obtained the current mileage thru interrogating my CX-5 onboard computer - this is a misuse of Mazda purchased equipment and Mazda needs to address the vulnerability of of their equipment.

  Business Response

  Date: 07/05/2023

  To whom it may concern, 

  We suggest you contact the **************** team at ************ to request opting out of ********* Services. You can find more information about ********* Services at ************************************************************************. We also suggest you contact the dealership directly to request the same. You can find more information by visiting Hello Mazda's Privacy Policy page. 

  Customer Answer

  Date: 07/06/2023

  "Connected services" is part and parcel of the Mazda "customer care package" I purchased with the car and am not about to cancel it.

  The problem is it's misuse, Hello Mazda is not just using for customer car and am sure a lot of other dealers do the same.

• Initial Complaint

  Date:06/23/2023

  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 a 2018 CX-5 that I purchased I December of 2018 that Im still making car payment on, the entertainment system/ radio has been malfunctioning now for approximately 6-8 month now where it just randomly changes channels on it own just driving down the street.I personally think theres a software problem with the display and or software with the entertainment system. Im still making car payments for this car and feel that if you still making payments that issues like this should be repaired/replaced under warranty. I have owned 4 different Mazdas over the years, a **** GLC, a **** Tribute, a 2012 CX-5 and my current 2018 CX-5.The Dealership I have dealt with since **** is ****** Mazda. If Mazda wont help a loyal customer like myself then I will NO longer consider the purchase on another Mazda.Sincerely,*************************

  Business Response

  Date: 06/26/2023

  To whom it may concern, 

  Our ************************** team will be more then happy to discuss your request. Please feel free to call in at ************.

  Regards

• Initial Complaint

  Date:06/23/2023

  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 had all of my sensors flashing indicating an issue. I took my car to my local Mazda service center, they identified the cause to be a ABS left wheel sensor. They told me my car would be fixed in 2-3 days. The following week I called to receive an update on my car and they gave me a new date of the 29th of May. I called again that week and asked them for the car part number to see if I could locate the part myself at another dealership. The part number was not in any of the three dealerships I called and on my last call the man stated that in the system it shows that 48/50 states do not have that car part. He noted that he could not apply to get that car part until October of this year. I called **************** to see if there was any way to locate the car part from the two states. I was put with a case manager ******* her extension is *******. She told me that the car part will arrive June 20th from ******. I called June 21 to see what the update was on the car part. She had not responded to 3 of my calls in that day and today. I called the dealer that has my car and they did not even know that a car part would be coming in for my vehicle. The multiple customer service individuals I spoke to said that they could not give me a new case manager. They also stated that they could not put time through to any supervisors. The customer service agents tried to tell me that waiting up to 6 months for a car part was acceptable and that their system is slow. I do not find this acceptable I am paying off a car that is depreciating on a lot. I am taking Ubers, Lyft, and trains to get around. I would like my car fixed in the next week or new car in exchange for mine.

  Business Response

  Date: 07/03/2023

  To whom it may concern,

  Please continue working with your case manager ******* towards a resolution. Thank you