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:02/09/2023

  Type:Delivery 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.

  Received unsolicited email after I have already unsubscribed. To contact them, they say to go to the website, but there is no contact info provided, except for specific local dealerships.

  Business Response

  Date: 02/15/2023

  Please contact Mazda's ************************** for further assistance. Thank you

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just wanted to communicate clerical issues that have significantly negatively impacted my MX-30 ownership. When I purchased my vehicle from the dealership on November 28, 2021 improper paperwork was submitted to the *** from Mazda. I submitted a form to apply for clean air decals (REG ****) and was sent a letter from the *** several weeks later saying my vehicle had been submitted as a non-electric car. My application was rejected and I had to work with the them back and forth for around 20 days to get this corrected before I could resubmit. This process to get decals extended to a longer time frame than necessary.Next, the Mazda website contact form does not include the make of my vehicle on their website. This is confusing.When I eventually wanted to use the rental services offered by Mazda Corporate for the MX30 in late 2021/early 2022 the local Mazda dealerships could not guarantee vehicles available, and it took several phone calls/emails to talk to someone who even knew what the service offered was. This communication was extremely confusing for the customer experience, as it was intended to be an incentive to buy the vehicle.Today I encountered a second clerical error with my vehicle. My 2022 Mazda MX30 wont turn on. It has **** miles on it. I contacted Mazda 24/7 roadside assistance offered by Mazda Corporate to help me. The phone instructed me to use the app to submit a request and the app was not refreshing or showing me a status of my request. Next I called road side assistance and the phone assistance took 37 minutes, after I had already submitted a service request through the app, because my car was in the system as not eligible for a tow even though its covered by their warranty. My vehicle was in the system as a 2021 model car when it is a 2022 model car. I am unsure if this is resolved in the system but I was eventually offered a tow, but for another day without a 24/7 resolution.

  Business Response

  Date: 02/14/2023

  To whom it may concern, 

  Mazda will be more then happy to look into your concerns. Please advise what resolution you seek. 

  Thank you

• Initial Complaint

  Date:01/29/2023

  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 have a Mazda 2016 CX-5 that I bought brand new. About 3 months ago my infotainment system starting having issues and as of recently it is stuck in a continual reboot state. I called the dealership and said this is a frequent problem they have had with the year of my car and in the newer cars they have fixed that issue. I brought my vehicle in the dealership and they said I needed a new CMU for $1310.58 and cannot even get it till May, he told me Mazda will do nothing to help me because it is not a safety issue so its my responsibility. Not a safety issue, no hands free phone now and no backup camera and now I wear headphones for music, that is a safety issue. I am very disappointed in Mazda when they know that this is a faulty system and they have done nothing to help fix the issue. It will make me rethink before I buy another Mazda if this is how they take care of known issues with their customers and with issues in their vehicles.

  Business Response

  Date: 01/30/2023

  To whom it may concern, 

  Please understand the factory warranty for VIN ***************** has expired. However, as a goodwill gesture, Mazda can offer a $700 egift certificate which can be used to offset some of the cost. 

  Let us know if you accept.

  Thank you

  Customer Answer

  Date: 01/31/2023

  
  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:01/25/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was involved in an accident, and therefore had to be dropped at Mazda ******* to fix the sensor. The car was fixed within a week, however initally they quoted some 1200$ but then when they understood that the insurance was involved they ended up quoting 9K+. Not a problem as insurance was paying it. But Fremont Mazda acted in bad faith. When I called the manager, he , mentioned that he cannot release the car without a proof of payment. The payment was made on Friday, and its been almost a week, but Fremont Mazda has refused to release my car.

  Business Response

  Date: 01/26/2023

  To whom it may concern,

  Your case has been escalated to a Tier 2 representative. Please allow 24 - 48 hours for follow up. 

• Initial Complaint

  Date:01/13/2023

  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.

  - Purchased 2019 Mazda CX-3 from Sport Mazda North ************************************************************** on January 13 2021. Allegedly it was certified used. All safety equipment, including tires were in this inspection - ********* change and tire rotation at above location in April 2021 - in-between above dates car has been well - December 13 2022 I was notified at this oil change and tire rotation 1 tire has *** date of 2015 - notified Sport Mazda North of *** date -Finally on January 2 2023 the dealership took responsibility and replaced only 1 tire - it is unsafe to drive with different tire tread - Mazda Corporate gave ME $82 credit toward a purchase of a new ************ Mazda North TOOK the $82 for their own credit in providing me one tire - I inturn had to purchase a tire for full price, including tax $258.94 - January 2 2023 I made an order for 2 more tires for total of $558.54 at Discount Tire - Sport Mazda North failed to provide me a safe vehicle from original purchase date - had the dealership realize the *** date of the tire we would not be in this situation they turned a blind eye to it - because of the faulty tire I had to purchase a whole set of four tires - request full refund of $817.48 for the 3 tires I had to purchase

  Business Response

  Date: 01/13/2023

  To whom it may concern,

  VIN ***************** is not listed as a Certified Pre-Own (CPO) vehicle. This vehicle was sold as normal used vehicle. Only CPO vehicles would get 150 point inspection and may address the tire issue. 

  We suggest pursuing the reimbursement with dealership management as this vehicle was sold as it. 

  Regards

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2018 Mazda, CX -9 Its only five years old. Just four days ago. The engine stopped working properly. From what my mechanic was able to diagnose it is a problem that many Mazda vehicles that have this engine encounter. Mazda has not issued a recall or address this issue at all.Here is a link to a trusted mechanic bulletin, board page that lists the problem: *********************************************************************************************************************** are various other places that also speak about this. The very least they can do is offer a Goodwill repair, but they wont. This is a $9000 problem. I have reason to believe that Mazda knows of this issue, but wont address it. This is awful. I want them to fix the problem without charging me $9000. People should be able to buy a car and expect longer than five years out of it. The engine failed due to no fault of my own. Its just poor design as you can see in the link above.

  Business Response

  Date: 01/09/2023

  Hello,

  Please respond with the Vehicle Identification Number for your vehicle. We will be more than happy to review your situation further. 

• Initial Complaint

  Date:01/04/2023

  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 February of 2022, I was involved in a car accident and my car needed major repairs done. Due to the backlog in parts, it was roughly 9 months before I was able to get my car back. During this time, I was in constant communication with Mazda, my car insurance provider, D&S Automotive, and the rental car agency. When this initially started, I was told by Mazda that they would reimburse me $30-$40/day towards my rental car. In all our communications, there was never a time limit placed as to how long they would continue to reimburse me. (I have saved all my emails, etc). Once I received my car and submitted all my receipts to Mazda, they decided they would only reimburse me for 30 days, which they then extended to 60 ($2,400). I declined their offer and said I would not take less than the full amount ($10,050.52) which was originally promised to me. I went through all my emails and when speaking to a supervisor, requested a copy of all our telephone conversations to be sent to me. Recently, they mailed me a check for $2,400 and have been refusing to return my phone calls. I will not be cashing their check and instead would like to take them to court in hopes of getting the full amount paid to me

  Business Response

  Date: 01/05/2023

  To whom it may concern,

  Mazda's best reimbursement offer is $2,400. Mazda is under obligation to provide any type of rental reimbursement for non-warranty related repairs. 

  Regards

  Customer Answer

  Date: 01/05/2023

  This has been escalated to management at Mazda. Please see attached emails. There was not one time any mention of a time limit for the rental. I have also requested transcripts of all of our phone calls. 

• Initial Complaint

  Date:01/03/2023

  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.

  Case #******** Worst experience ever!! I love my CX9 until I had to actually deal with Mazda. I bought a 2015 CX9 in 2020. Ran good with minor issues until the water pump malfunctioned (found out it is a known issue). I had to take my vehicle to the shop last September due to a faulty part and have it replaced. I spent ******* then to get 3 oil flushes and 3 coolant flushes to try to clean out everything! (Recommended by service) only to find out that my engine was still affected and virtually no good. Got it to Mazda who told me that they would be able to rush getting a new engine for ****** delivery fee and would have it to me by Dec 1, 2021. (Never knew you had to pay delivery fees to get parts they should have) Did not get my vehicle back until the middle of February 2022 and was hit with a bill that they were supposed to reimburse due to the dealership not having any loaners. I wound up paying about 4****** and Mazda still has not contacted me with a refund. The customer care center is a joke and none of the supervisors ever call back. I'm posting this as a last resort before I start all the legal stuff and contacting other news media for assistance. This is freaking ridiculous that they will not stand behind their word or their product! I will never buy another Mazda! I was told by them that since the dealership did not have loaners that all I had to do was submit my invoices and I would be reimbursed! I gave them everything they asked for and was assured that it would be taken care of and would receive a reimbursement in about 3 weeks. Well, here we are 7 months later with no reimbursement and no contact whatsoever. Whenever you call, there is no way to speak to anyone other than the reps who don't even note the account that you called! Well I am finding someone that they will talk to if not me! I have spoke to someone name ** who said she was a supervisor and she never called back either. Someone called to offer me *******. Ridiculous.

  Business Response

  Date: 01/04/2023

  We have forwarded your comments to management at the *** Office. Please allow 2-3 business for a follow up call. 

  Thank you

  Customer Answer

  Date: 01/12/2023

   Thank you for calling me back.  I still have not heard from Mazda, which is pretty much the norm for them.  Please reach out to them and ask that they contact me for closure!  They probably won't call but this was my last opportunity before I take this to the news stations and expose them to how they treated people during Covid!

  
  

• Initial Complaint

  Date:12/29/2022

  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 took my grandaughter"s 2018 mazda cx5 to ************************* in *********** **. because it was stalling out on 16 of nov. and picked up 22 of nov. at the cost of ******. drove it 6 miles and it stalled again.,drove it back to dealer immediately, they kept the car untill 30 of nov. at the cost of ******* and said it was fixed. she drove it 2 days, it done the same stalling again,i took it back AGAIN. they have it now still ,this being 29 of dec..They have been giving me the runaround and trying to get me to fix more things that don:t need to be fixed ! I am a man on a fixed income.

  Business Response

  Date: 01/02/2023

  Please provide the Vehicle Identification Number (VIN). Thank you

• Initial Complaint

  Date:12/27/2022

  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.

  Known Faulty Spider Cracking Display screen - My wife and I purchased a 2019 Mazda CX9 in *****, ******** approximately 1 year ago with no manufacturer, or extended warranty. As of 3 weeks ago, the touch display screen started to spider crack with absolutely NO driving factors. It is getting progressively worse. After a quick ****** search, I immediately found that this is an EXTREMELY common and known issue to Mazda. So much so that there was a recall/service announcement for 2014-2018 models, but conveniently, does not covered 2019+ years. This is absolutely unacceptable. We own 3 fords, one 2018, and two 2019 models with interactive touchscreen displays that work flawlessly. Why would this recall/service announcement suddenly stop covering this issue when it is EVIDENT that this issue persists on newer models. Again, this issue is IDENTICAL, to this issue addressed on the attached service announcement. The only difference is that our vehicle is 1 year newer?! This is laughable and borderline extortion. We were excited to trade one of our fords in for another Mazda but now are extremely reserved for obvious reasons. We SHOULD NOT be expected to may for this repair! See further issues to be addressed below -1. After calling 1 dealership, I was quoted over $2,000 for this repair as they state the entire unit needs replaced. 2. After searching online for 2 minutes, I see this repair is NOT the entire unit but a simple screen cover that need replaced. This is a $20 part, why is the dealership lying to me? 3. If this is not addressed, I have no issue calling multiple dealers across the nation to receive replacement quotes and compare them to the actual issue at hand. ($1700 part + $400 in labor to repair), VS the ACTUAL REPAIR ($20 dollar replacement plastic cover for touch screen). Thank you,M.Z

  Business Response

  Date: 12/28/2022

  To whom it may concern,

  Please contact Mazda's ************************** to discuss your concerns further. We located VIN *****************. The applicable warranty has expired but please call for further assistance. 

  Customer Answer

  Date: 12/28/2022

  There is no resolution. I was not provided contact information or a POC to discuss remediation.  I was provided a blank, careless response to contact customer service. Obviously my complaint and concerns were ignored and not addressed.