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.

close

Find a Location

Mazda North American Operations has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/27/2023

  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 2018 Mazda cx-5 through Vroom in November of 2021 with only 30k miles on it. At first, I had no issues whatsoever, but within the first couple of months, my infotainment screen began pressing buttons randomly. It has only gotten worse since then. After doing some research on this, I have found that customers are calling this ghost touch which you can ****** along with 2018 Mazda CX5 and find MANY complaints. Yet Mazda has not issued a recall on this problem! I find it very distracting and dangerous when it pulls my attention away from the road due to calling random people in my contacts or changing settings for my vehicle on its own! I love my car and do not want to have to get rid of it but with a baby in the backseat, I cannot deal with this constant issue and changing of the radio/songs on my phone/calling people. I cant even talk on the phone because it will hang up on them or repeatedly mute myself or put them on hold. ALSO, I would like to note that the clear coat on the drivers side top of the lift gate has bubbled and started peeling within the last year as well. I have seen several others with the same vehicle complain about this issue as well in the SAME SPOT. A 2018 should not be having this issue. That is NOT normal.

  Business Response

  Date: 03/27/2023

  To whom it may concern,

  We strongly recommend that you contact Mazda's ************************** to address any issues or concerns you may have. If you have not done so already, please reach out to the team as they are well-equipped to assist you.

• Initial Complaint

  Date:03/24/2023

  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.

  Bulletins state that the coolant leak is from a cracked cylinder head. Engine And Engine Cooling problem of the 2018 Mazda CX9 seems to be a common problem with the year make and modern as my car as there are many service bulletins. The very least they can do is offer a Goodwill repair, but they wont. Local Mazda Diagnostic results came back as follows:Engine Rebuild/Replace: Engine is leaking coolant This is the entire process needed to either rebuild or replace the vehicle's engine. This is a process needed when the vehicle's engine is in need of serious repair. The cost of this repair is $10,140, which is crazy. I do not have this money to pay for a car engine plus complete the financing payments. I need a vehicle to work and take my children to school. With it being a common problem with lots complaints on the same issue, why doesnt Mazda put out a recall? I want them to fix the problem without charging me $10,140. I was told it was not covered under ***************** should be able to buy a car and expect longer than five years out of it especially got the price we pay for the vehicle. The engine failed due to no fault of my own. Its just poor design. Can you please assist me with getting my vehicle fixed or a down to get a new one or a replacement vehicle?

  Business Response

  Date: 03/24/2023

  To whom it may concern, 

  We see there is an active ************************** case. Please continue working with your case manager to resolve. 

  Thank you

• Initial Complaint

  Date:03/20/2023

  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.

  Back in January 2022, I purchased a new car from Mazda. In February, three weeks from the purchase date, I was hit by an uninsured driver resulting in over $16k in damage. Mazda took eight months to fix my car, and the only way I ended up getting the parts I needed was by being my own advocate and calling and emailing Mazda multiple times. In the event that I did get someone to respond to me, I received several different answers about why the process was taking so long and constantly told me there was nothing they could do. My car was finally returned to me on October 30th. Three weeks later, a woman ran a stop sign and hit me, causing over $12k in damage. I was originally told my car would be done by the end of January, and here we are at the end of March, and I still do not have my car. About a month ago, I finally got through to someone at Mazda again, who informed me the one part I needed to finish the repairs wasn't ordered til the beginning of February. I was told two weeks ago that my car was to be finished on the 16th of this month. To my surprise, I received a phone call letting me know my car would not be done until May 16th because the part came in damaged. Since becoming part of the Mazda family, my car has only been in my possession for 72 days. I have never missed or been late on a payment and have held up my end of the bargain. Mazda has not. Mazda, who was told about my situation multiple times, told me there was nothing they could do and they would not offer me a loaner car. Due to the lack of transportation, I lost wages and had to postpone the work I was doing for my post-graduate degree. This situation has derailed my life. At this point, I fully regret buying a Mazda- this company does not care about the people who help keep them in business.

  Business Response

  Date: 03/20/2023

  To whom it may concern, 

  You comments have been forwared to ************************** for further review and resolution. 

• Initial Complaint

  Date:03/20/2023

  Type:Customer Service 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 January 2, 2023, I returned from a week vacation where my 2019 Mazda CX-9 was parked in my driveway, and I noticed spider cracking on the top left and right corners of the center display screen. I have had no trauma to my vehicle and perform regular maintenance on it. Online threads show that multiple 2019 CX-9 owners are also experiencing this issue. I contacted Heritage Mazda *********** where I purchased my vehicle, and I was told they would not replace the screen because my vehicle was out of warranty. I contacted Mazda Customer Experience and filed case # ******** after learning of Mazda Service Alert SA-008/18 and Campaign SSPB9 where Mazda acknowledged the faulty display screen in multiple makes and models of their vehicle, extended the warranty on select vehicles that have this issue, and recommended the dealer replace the display. **************** Experience representatives reported that they are unwilling to replace my faulty display because they considered the factors that I have not used a Mazda service dealer for on-going service and my car is out of warranty. They identified in my calls on Jan 5, Jan 20, and Feb 13, 2023 that (1) their good faith efforts to address concerns are on a case by case basis, so there is no unified or unbiased way to assess for these issues and (2) they consider if the customer uses ****************** service for on-going maintenance. This is conflating 2 separate issues: brand loyalty for maintenance versus accountability for a faulty display. These should not be factors in the decision making process for an issue that Mazda is willing to recognize in multiple makes and models that also have this faulty display screen. I am asking that Mazda be accountable for their product and update their service alert and campaign to include the faulty center display on the 2019 CX-9 so that this screen can be replaced free of charge by the dealer. The growing cracks are becoming a safety hazard when using the screen while driving.

  Business Response

  Date: 03/20/2023

  To whom it may concern, 

  Your request and comments were forwared to ************************** for further review. 

  Customer Answer

  Date: 03/24/2023

  The customer experience department does not have the authority to address my concern. Mazda North American Operations was able to acknowledge in service alert SA-008/18 that spider cracking may be caused by a faulty center display with the direction to replace the product for the customer. The service alert was issued in 2018 for 2014-2018 Mazda vehicles. Now that we are in 2023, the service alert needs to be updated to reflect 2019-2023 vehicles that are still being affected by this persistent issue. This is not an action that the customer experience department is able to take based on the limited parameters of their role. In addition, if Mazda is only going to take accountability for this faulty display if customers are using on-going service, then I would wonder what stops the clear and direct communication of this bias to all of your customers? Could you imagine if Mazda clearly communicated to customers purchasing a new vehicle that "we will only give you consistent, attentive customer service if you use our service center for regular maintenance"? If Mazda does value the revenue you generate from vehicle purchases, then please reflect that in how you treat customers when a faulty product is produced. Please help me to understand what is stopping Mazda from paying $1000 to replace my faulty screen when the alternative is that I will take my future $50,000 car purchases to another company. I have been a loyal Mazda car owner since **** and I will only continue to be one if Mazda shows accountability for their faulty product without unrelated conditions.

• Initial Complaint

  Date:03/17/2023

  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 2023 Mazda CX-50 has been purchased and serviced at ***************** Mazda of ********* **. There are several noticeable issues. Rattles in the sunroof, rear passenger door, and rattle throughout the dash. As well as abnormal wear on the seats. I have been waiting on the approval from Mazda for the repair on the sunroof since 2/9/23. The technician that attempted the sunroof repair has now made it rattle throughout the entire sunroof. The dealership also keeps dismissing other issues regarding the vehicle stating there is not an issue even after witnessing the problems. The dealership has also told me "the issues will have to get worse before we can do anything about it" even after they have seen and heard said issues. I opened a case with Mazda corporate on 2/15/23, I have not heard from them. I have also called the customer experience line and chat. I have not been able to speak to anybody regarding my issues. This is completely ridiculous for a 2023 car with 5k miles. I asked on 2/14/23 when they expected to have have an answer from Mazda, their response was "we have no idea". The service department at the dealership has been completely useless, and they continue giving me the run around on getting my car fixed, it should not take over a week to figure out how to fix a vehicle. I am requesting a replacement vehicle or settlement to be able to take my business elsewhere.

  Business Response

  Date: 03/20/2023

  Mazda understands this concern has been resolved by **************** Mazda. 

• Initial Complaint

  Date:03/16/2023

  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.

  Mazda's "smart" brake feature is the worst implemented feature I have ever seen in a car, and it is outright dangerous. If the car believes you are going to hit the back of another car, which it incorrectly determines frequently, the car will automatically aggressively lock the brakes with zero warning. Not only is this jarring and potentially harmful to the driver, it also creates a very high possibility that you will be rear-ended, as there is no way a driver behind you will expect such an unnecessary and abrupt stop. Selling vehicles with dangerous software installed should be illegal. Avoid Mazda vehicles at all costs until this "feature" is removed.

• Initial Complaint

  Date:03/02/2023

  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.

  Purchased new 2023 Mazda CX50 in December of 2022. **** miles later and before I made the first payment, the vehicle wouldn't start due to a dead battery. Jump start required each time to start the vehicle after a few hours of not driving it. Made appointment with my local Mazda dealer to get the battery replaced. On the morning of the service appointment, I jumpered the batttery and drove CX50 to the Mazda dealership. On the way I needed to lower the windows due to sulphuric acid fumes entering the vehicle since the alternator was working hard to try and charge the vehicle's defective battery. This history was given to the service advisor. The service tech checked my CX50 and promptly returned it to me saying that everything checked out fine and he found no problems. I drove the vehicle home, about a 30 minute drive, again having to lower the windows to avoid breathing so much sulphuric acid. After arriving home, I checked the battery with my NOCO 100 amp load tester after letting it sit for about 30 minutes to allow the battery to cool. The test clearly indicated that the battery was bad. I also took video of the hot, smoking battery upon arriving home and of my testing the battery. Returned to dealer in another vehicle to show the video. Was told to bring back in and they would recheck. I responded that I didn't feel it safe to drive it due to possible fire risk. Was told to contact Mazda roadside which I did. They informed me that they do not schedule towing. I would apparently need to get my CX50 towed back to dealership on my own and decided that since a new battery cost about the same as a tow back to the dealership, I simply bought a new battery and installed myself. Problem solved. Tried getting Mazda Customer Experience to reimburse me for the cost of the battery but they will not accept a store receipt as proof of purchase and are demanding a bank statement. Service incompetence and extremely frustrating customer experience department!

  Business Response

  Date: 03/03/2023

  To whom it may concern, 

  We see you have an open case with ******** in ***************** Please review and respond to her inquiry for further processing.

  Customer Answer

  Date: 03/04/2023

  The information requested by Mazda Customer Experience is unreasonable and unnecessary to establish proof of purchase, especially since the additional personal information is for submission of the reimbursement request only and not for a reimbursement payment. 
  If the purchase had been made using cash, there would, in fact, be no other proof of the battery purchase. 

• Initial Complaint

  Date:03/02/2023

  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.

  I received notice that my cylinder head on my 2019 mazda cx-5 had cracked on the 31st of January 2023, my car has less than ****** miles on it and is in excellent condition. This was the only car I have ever bought brand new, and it is the only car that has a serious engine issue that is happening in other mazdas as well. 5 other mazdas were in the shop that day ahead of me with the same issue. I researched this issue further, and other people with the same year and model were having the same issue, however, they are all covered under warranty so there are no formal complaints leading this to be a recall from the manufacturer. My concern is that this issue will happen again right after the warranty ends and there will be no recall. So the car that I purchased brand new and took great care of has a faulty engine issue that is going to make me spend thousands more down the line. Again, I have owned pre-owned cars with ******* miles on them and are 3 times the age of this car and never had an engine issue. On top of all of this, the car that I had in the shop told me that I would have my car back in about two weeks, I still do not have my car currently and they still have not started working on my car, giving me another time line of about two weeks.

  Business Response

  Date: 03/03/2023

  To whom it may concern,

  Your vehicle does not qualify for an type of exchange program. Please allow the dealership to repair your vehicle under the terms of the warranty. We see there is an active case with ***************** please continue working with your representative. 

• Initial Complaint

  Date:02/21/2023

  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.

  Went to car wash in my 2019 CX-5 soul red color. There were lot of painting chips when came home from the car wash. Its obviously poor paint quality from Mazda

  Business Response

  Date: 02/22/2023

  To whom it many concern,

  We were able to locate VIN ***************** using the phone number. Our records show the Limited Basic Warranty has expired for this VIN. Based on the pictures provided, it is difficult to tell if it is a defect with the paint or paint chips caused by normal everyday driving. This vehicle has been driven and exposed to the environment for 3 years so it is reasonable to have rock chips. 

  Thank you

• Initial Complaint

  Date:02/16/2023

  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.

  Purchased a certified pre owned 2019 cx9 have had the vehicle less than 3 months and issues will not be corrected under warranty. harness in engine chewed by *******. I believe is underlying as the dealership is accross a dirt lot. Bad battery. Bad brake pads. dash screen showing defects in corners. 2nd key to vehicle , was told to return to pick up, now they want to charge me for a key. Really rude, and disrespectful service representative ************************* should be terminated for lack of communication.

  Business Response

  Date: 02/17/2023

  To whom it may concern,

  Please try the cusotmer expereince center at ************ for further assistance.