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:04/28/2023

  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 bought my 2017 Mazda CX-5 in *************************** 2020 the infotainment center started what I have found to be "ghost touching" when I come to a stop even for a brief second. Each year it gets progressively worse and I notice it reaches its peak during the hotter months. It is to the point now that it is calling and hanging up on people and switching the sound settings which becomes very distracting as the vehicle starts to move again. I saw that there was a recall for this same issues for Mazda 2016's and prior but nothing for 2017 and after, even though they are having the same issues. I have contacted my Mazda dealer multiple times, only to tell me that this has been a complaint from other customers and they can fix it for an estimated $1,300. It has become a safety hazard and seems to be a Mazda issue. I have maybe utilized the touchscreen a maximum of 10 times as I use the console buttons instead. They have provided no solutions for me other than to pay to replace/fix the infotainment center. If the same issue is happening with versions after 2016 then it should be a manufacturer error.

  Business Response

  Date: 04/28/2023

  To whom it may concner,

  Upone review of *****************, all applicable warranties have expired. Unfortunately, any repairs would be the customer's responsbility. Please feel free to customer the ************************** if you have further questions. 

  Customer Answer

  Date: 04/29/2023

  I dont agree with the response received. This is a safety hazard and is a manufacturing errors. The response also contains spelling errors. Many other vehicles of this model and year are having this same issue. It was acknowledged for certain year models but not this one even though it is the same exact issue. 

  Business Response

  Date: 04/30/2023

  We understand you do not agree with our assessment. The ******************* Warranty for your vehicle expired July, 2020. 

• Initial Complaint

  Date:04/24/2023

  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 bought a Mazda Cx-9 in 2019 from ******** Mazda in ********* **. I purchased a certified used car. The car now has a problem with a coolant leak. I took it to my local mechanic and they identified that it is related to a problem Mazda has identified via TSB ********* Casting Defect in Head,******************************************************. Essentially a design problem. I tried to get it fixed by Mazda but they said I have no warranty. I informed Mazda North America**************) that I bought a certified used car and the warranty covers the engine block replacement. The warrant is in force for 100, 000 miles or 7 years, neither of which has past. They informed me that they do not have my car documented as a certified used car. I sent my purchase document signed and dated showing the warranty information. It has been over a week now I cannot get a resolution for a matter that they need to confirm with their own dealer that it is a certified used car with all the information I sent them. I have kids and I need to get this car working since I cannot drive it due to the overheating problem. Any help or advice would be helpful in this regard.

  Business Response

  Date: 04/25/2023

  To whom it may concern, 

  Your request has been forwarded to case manager *****. Please allow ***** hours for follow up.

  Thank you

• Initial Complaint

  Date:04/20/2023

  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 2023 Mazda CX 50 at the end of February 2023. I was on the way to work on 4/20/2023, my window on the passenger side exploded all of a sudden making a really loud glass shattered noise. The whole glass exploded into a really sense spider web like. The glass was not hit by anything, it literally just self exploded. Currently, only the tint is holding the window up.

  Business Response

  Date: 04/21/2023

  To whom it may concern, 

  Case Manager ****** is reviewing your case and will be contacting you by early next week. Please wait for her outreach. 

  Thank you

• Initial Complaint

  Date:04/16/2023

  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 brand new Mazda CX-9 in 2018. I've experienced a crack screen on my infotainment display that came with the car. The cracks are spider cracks on all 4 corners that have cracked from the inside and cannot be felt to the touch from the outside. This is a known manufacturer defect that has been well documented by Mazda ***. Mazda *** has even issued services bulletins to replace these defective screens. It is also well documented online of other customers experiencing the same issue. I've been trying to get in touch with Mazda *** for well over a year with this issue which has been an impossible task. Their call center does not allow for issues to be escalated to managers. Instead, they claim they someone will call back within 48 hours. The call never happens. I've been reaching out almost every 2 weeks and still can't talk to someone capable of resolving the issue. They just simply claim that my vehicle is not covered under warranty when I call but can't speak with the case manager. No further ability to discuss the issue around this known defect. I've also emailed Mazda *** which they do not respond to. ************************* in Westwood has also been trying to reach out my behalf as they acknowledge this issues would be repaired and covered by Mazda. Similarly, they are unable to get to a resolution. This is not an issue of warranty coverage, it is an issue of Mazda *** installing a known defective product and not taking the steps to correct this issue.

  Business Response

  Date: 04/17/2023

  To whom it may concern, 

  You request has been forwarded to ************************************* for further review. 

  Customer Answer

  Date: 04/17/2023

  While this is a first step, I do not consider this a final resolution to the issue until Mazda ****** commits to doing the right thing and replacing the defected product. Ive heard for over a year this will be reviewed and I will receive responses that never occur.  I havent received access to the right people or acceptable solution. I will await further response and action from Mazda.   

  Business Response

  Date: 04/30/2023

  We understand the Customer Experience *********** offered goodwill towards the repair. 

• Initial Complaint

  Date:04/08/2023

  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.

  Last May I purchased a 2022 Mazda CX5. A few weeks ago, I noticed significant paint chips in the hood, down to bare metal. We reported this to ***** Mazda in ********, ** who reported it to Mazda and we were told it was environmental. From bird p*** or a cat scratching it. Well, the same birds p*** on my truck and my neighbors vehicles but the paint hasn't chipped away on theirs and if a cat did scratch it, a cat should not be capable of scratching paint off a car down to bare metal unless the company is using cheap paint. I did research and found that Mazda has had many issues in the past with their autos that are painted Soul Red which is the color of my vehicle. This auto is not even a year old and shouldn't be experiencing this kind of paint damage. We were told to get touch up paint, which didn't work or pay someone $1000 to repaint the hood. I don't have the financial means to do that. I think this is just a way of Mazda refusing to honor a warranty for what clearly seems to be a paint defect.

  Business Response

  Date: 04/09/2023

  To whom it may concern, 

  Mazda reviewed the pictures provided with your local dealership and determine it is not a manufacturing defect. The damage areas are a result of outside influence. Please review your Warranty Booklet - What is Not Covered:

  "Cosmetic conditions or surface corrosion from stone chips or scratches in the paint."

• Initial Complaint

  Date:04/07/2023

  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.

  The end of last year and the beginning of this year I started to notice problems with the temperature of the 2018 Mazda CX9 that I own. I found out thru my Mazda dealer, just last week, that I have a coolant leak in my cylinder head which is described in TSB 01-013/21. The fix is so cost prohibitive to many Mazda owners. I did call Mazda corporate to inquire about a good will offer as my Mazda service manager suggested. My case number is ********. I received a call on 4/6/2023 that offered to pay for the parts - $2435 and I would need to pay for labor $3375. At the time of the phone call, I could not really speak as I was in a meeting. I am grateful for the assistance in paying for the parts. $3375 is still such a large amount of money for a known manufacturing defect. Its a safety issue as well, I wish there was a recall as I hate to see anyone end up in a bad accident due to this. I am filing this complaint because this is not my fault. Not wear and tear, not lack of maintenance, but this is a known manufacturing defect. If I would have known about this issue, I would have sold the car and bought a new Mazda and not have taken any chances. I have three special needs kids and need a reliable source of transportation. I have only ever owned Mazdas. I am hoping that this experience somehow turns around in a good way and I will be confident to keep buying Mazdas in the future. Thank you for your time in reading. *********************

  Business Response

  Date: 04/07/2023

  To whom it may concern, 

  You case is being review further by Mazda Customer Experieince. A team member will reach out. 

  Customer Answer

  Date: 04/26/2023

  I have to reject the response as Mazda is still refusing to pay for the labor of a pre-existing defect in our 2018 Mazda CX-9. The technical service bulletin came out in ********************************************************** before my warranty expired. This coolant leak increases the risk of engine failure. I do not understand how this is not a safety issue, I understand my warranty expired but this was a known defect never communicated to me. We buy only mazdas and have our mazdas serviced at our local  Mazda service station. I really am disappointed in this entire issue. I am asking that Mazda please step up and cover this entire repair. Please do the right thing.

  Business Response

  Date: 04/30/2023

  We understand the customer experience team offered goodwill towards to the repairs. 

  Customer Answer

  Date: 05/04/2023

  
  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:04/04/2023

  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.

  I own a 2018 Mazda CX-9 with ****** miles. My 5 year warranty expired on 3/24/2023. About 2 days after the 5 years expired my car start leaking coolant in my driveway. I looked under the car and noticed it was leaking from the back of the motor near the exhaust manifold. After researching online i discovered complaint after complaint about the same issue. Most complaints I read had their motors replaced even soon after warranty. Mazda has provided dealerships with a service bulletin regarding this problem. It is due to faulty block casting and a poor design of the exhaust manifold. The exhaust manifold put too much stress on the block causing it to crack and leak fluid. I dropped my car off to the dealership and they confirmed that the cylinder head is cracked. The dealership submitted a request to corporate to have the head replaced. Corporate responded saying they would only pay for $1300 dollars of the repair and I am responsible for the remaining $3,000 plus tax! I still ow a lot of money on this car and have no choice but to have it repaired. I have never had an engine fail on a car with ****** miles on it from any other car company. Mazda does not stand by their brand at all. this issue is due to a faulty design. Mazda is well aware of this and should have put out a recall. Putting the financial burden on their customers for a design flaw is just plain offensive. I have attached a copy of the service bulletin sent to dealerships. I would like Mazda to reimburse me for the money I am paying out of pocket for their design flaw.

  Business Response

  Date: 04/05/2023

  To whom it may concern, 

  Please allow 24 to 48 hours for Mazda to re-review your claim. A case manager will be in contact. 

  Customer Answer

  Date: 04/06/2023

  
  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:04/04/2023

  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.

  On Jan. 4, 2023, USAA authorized Gerber Collision and Glass to repair my vehicle. They sent a parts list to Mazda of ******** and told parts were on back order with no ETA. I then contacted Mazda North America to obtain assistance in receiving parts, and ******* was assigned to my case. She has been in communication with ****** and Mazda of ********, and initially reported being able to deliver all parts by 2/15/23. However, since that date Mazda has continued to fail to provide the appropriate parts to repair my vehicle and have missed multiple deadline to do so (2/28, 3/31 and 4/3). Throughout the process ****** has sent both Mazda of ******** and Takenna updates on parts to repair my vehicle so it can meet road safety standards, however, they remain outstanding with no ETA or ETA is moved. I have been paying my monthly lease along with a rental car (which mazda will only reimburse once the car is repaired and has declined to provide me with a lender). The issues with this extensive delay, it has put me and my family in financial bind. Mazda was informed in Feb., if they did not provide me with a lender, repair my vehicle or reimburse my rental, I'd be financially unable to pay for the vehicle or rental after March. They attempted to move payment, but it would have come at an additional cost that I couldn't afford either. As you can see, my insurance, ****** and myself have done everything to resolve this. Unfortunately, this has fallen on deaf ears with Mazda. As of 4/3, there are outstanding parts and ETA's continue to get moves, some are now not expected til May or June. I have paid over $4500 of extra expenses that would normal not have incurred. Im requesting a replacement vehicle with rental reimbur or to be refunded my down payment (trade in value plus cash down) with refund of lease payments for Feb.-April along rental reimbur. I no longer have vehicle to commute to my workplace (1 hour drive time form home) and my work/home are in jeopardy.

  Business Response

  Date: 04/05/2023

  To whom it may concern, 

  Please rest assued Mazda is doing everything possible to obtain the parts. Your comments have been escalated to ******'s manager for further assistance. 

  Customer Answer

  Date: 04/13/2023

   My rebuttal is that no one from Mazda has attempted to contact myself or Gerber collision to resolve the parts issue, despite the matter being escalated to a supervisor. Safety parts to release the car remain on back order with no solid deadline for delivery, most recently have been pushed back to June. They continue to miss deadlines to deliver parts and the car has not been repaired for 120 days and continues to remain sitting, while I pay for the lease and rental. Mazda denied me for loaner, I am requesting that Mazda provide me with a replacement vehicle or financially compensate me (refund down payment - trade in value/cash down, reimburse for rental as they previously agreed and reimburse for ****Apr car payments. 

• Initial Complaint

  Date:04/03/2023

  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 concerns that Mazda is not addressing a manufacturer defect that relates to the issue of condensation in the front headlights for my 2016 CX-3. Mazda issued a ***************** Bulletin 09-003/19 that states that 2016-2019 CX-3s are within scope and there is a known issue with moisture in the headlights. I have reached out to Mazda Customer Support and they have not addressed the question as to why the issue my car is experiencing is inapplicable to the *** issued. My car is a 2016 - the first year of the CX-3 - and a quick internet search confirms my model year has a significantly higher number of complaints and problems than later years. I also understand that CX-3 models post-2016 had a change to the headlights to fix these moisture issues. I would like Mazda to issue an internal goodwill for this headlight defect.

  Business Response

  Date: 04/04/2023

  To whom it may concern,

  The TSB you reference provides dealers instructions for diagnositics and states "this is a natural phenomenon and not a quality defect. DO NOT attempt repairs as this is considered normal, and is NOT covered under Warranty." Additionally, your vehicle is outside of warranty so repairs would be customer paid.

  Customer Answer

  Date: 04/04/2023

  The *** acknowledges that Mazda was aware of the problem of customer complaints of excessive condensation and/or water within the headlamp units, including the make/model of my car, and had a solution to fix the problem.  The *** also acknowledges that this model was fitted with a clear lens which can cause the symptom to be more noticeable.  This problem is significantly higher with the first year model of the CX-3 (***************************************************************************************************************************************************, **************************************************************, etc.).  Mazda did not notify me as a customer of the *** and had I known about the ***, I would have attempted to remediate the issue prior to warranty expiration.  Other customers have reported the same issue to Mazda outside of warranty and Mazda fixed it.  Mazda dealership also confirmed the water entry in my lights was abnormal and not a natural phenomenon.

  Business Response

  Date: 04/05/2023

  To whom it may concern, 

  As stated in Mazda's first response, this *** ONLY provided guidance for dealerships on how to inspect the headlights. The *** went as far as stating condensation is consider normal. Lastly, your vehicle is exessively outside of warranty. 

• Initial Complaint

  Date:03/28/2023

  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.

  They lied to me about the MPG! These morons advertise the pre 2017 EPA ratings! Disgusting!

  Business Response

  Date: 03/29/2023

  To whom it may concern, 

  You last email communication to the customer team was unfortunately not coordial.

  "Who the **** makes a car that can't lock its doors if the battery goes out and doesn't respond to my key, you **** ****** ** ****!! Your backup manual key doesn't even ******* turn! Your keyfob batteries don't even last long! You lied about your 30+MPG and you don't let music play via USB! **** ***, you ******** ******* *************!! ** **** **********! I can't wait to trade in this ***** ** **** car because of you ******* ******** **** ***!"

  Mazda will not engage unless you change your tone towards our Customer Expereince teammembers. 

  Regards

  Customer Answer

  Date: 03/29/2023

  Boo-hoo! Keep crying about all the things I called you ****** out on! I don’t care what I said or how I said it to you! You sell cars that are defective, and mislead consumers with false advertising! **** ** **** *******!