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:12/23/2022

  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 purchased a Mazda CX-50 turbo premium plus in-transit from my local Mazda dealer, Coast Mazda of *********************, ** on December 12, 2022. Before purchase, I was advised by the Internet Sale Manager, *********************************, that the vehicle was shipped on the 9th of December. Upon purchase I was advised the vehicle would arrive by Friday, December 16th. On Friday, *********** ******************* then advised the vehicle was now scheduled to be there on December 20th. On December 20th, I got a call from the sales manager ******************************* that my vehicle was not delivered. I was assured it would be here by the 24th, though the dealer is closed for Christmas so either the 23rd or 26th. I went in to grab my paperwork on the 23rd and the general manager ******************************* advised that the vehicle has not even shipped from the port. The dealer was kind enough to offer a loaner vehicle but we are now approaching week 3 without the $50,000 vehicle I purchased.

  Business Response

  Date: 12/27/2022

  To whom it may concern,

  Please contact the customer experience center if you have not done so. They will be able to contact the dealer and find more specifics. 

  Regards

  Customer Answer

  Date: 12/27/2022

  not an appropriate response nor indication for resolution. I have already reached out numerous times and was met with gross hostility from *********************** and ******************************* including derogatory text between sales rep ******************* and another employee at Mazda stating "fuck him, he's not backing out" including continued refusal from ******************* to let me out of my agreement despite multiple lies about shipment and delivery dates.  

  Business Response

  Date: 12/28/2022

  To whom it may concern,

  The **************** team has been working closely with Coast Mazda for several weeks now. The latest delivery ETA to the port is January 3rd. 

  Regards

  Customer Answer

  Date: 01/03/2023

  There has not been any close working with the dealership. The car was FINALLY delivered on 12/30/22; 3 weeks after expected delivery. 2nd, nothing has been addressed regarding the dealership lying about shipment. I was shown on 12/28/22 that the dealership receives official shipment notification which none were ever provided prior to 12/28/22 despite being told by multiple people multiple times that the vehicle had already been shipped. 3rd there has still been no addressing of the fraudulent registration of a vehicle that did not exist and the inappropriate way in which the reservation for an in-transit vehicle was placed. 4th there has also still been no address of the refusal to allow me to cancel my purchase agreement with the sales rep ******************* texting me f*** him, hes not backing out of the deal It was confirmed a Mazda Miata owner had just gone through the same exact situation as me with the same dealer and probably the same incompetent salesman, *******************. Acceptable resolutions are to refund me destination fee of $1275 or the inappropriate dealer markup of $4000 and/or the termination of ******************* due to misconduct. 

• Initial Complaint

  Date:12/11/2022

  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 purchased a Mazda CX-50 from the Mazda dealership in Cool Springs, TN. After owning it for 2 days and having car seats in the back I noticed after taking the car seats out that the leather on the seats became warped. I notified the dealership who said they were going to get with someone at Mazda to see what could be done. After weeks of not hearing from anyone I then called Mazda North American Customer Experience and told them what was going on, sent pics and advised them that clearly this is a ongoing issue because there is a FB page created solely to Mazda CX-50 issue.
  It has been over 6wks now that I have yet to hear from anyone about anything. My suggestion to anyone purchasing this vehicle. You have a 30-day window to bring it back. Do just that. I had to go out of town within my 30-days and I was trying to allow them the opportunity to do something about the seats. But clearly this isn't going to happen.

  Business Response

  Date: 12/12/2022

  To whom it may concern,

  Mazda USA will replace the seats. Dealership has already ordered the updated seats. 

  Customer Answer

  Date: 12/13/2022

  The Mazda dealership responded and advised me they will replace the seats.  I just want BBB to post it for anyone else that might have issues with their vehicle or want to do some market research before owning a Mazda CX-50

• Initial Complaint

  Date:12/07/2022

  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 purchased a brand new 2022 Mazda 3 select with 18 miles on it on 11/19/2022. Im paying 510$ a month for a total sale price of $36,728.64 I have only had the car for less than 2 weeks before taking it in for originally the spot they told me they would buff out of the front but noticed a melt **** in the passenger seat that no one has sat in at all. **** told me it was going to be 100-150$ to fix my seat which already upset me considering its a brand new car I do not smoke and no one else has rode in my car, theres no reason for this!! The fabric is already loose in the back seat where it looks like the stitching is going to come undone and the man in service tried to tell me its just breaking in the seats well no its not as I am in an entire family who has Mazdas and I AM THE ONLY ONE WITH DEFECTIVE SEATS. I dropped my car off on 12/2/2022 to have them buff out the spot and FIX the seats as they promised for 100-150$ they call me on Tuesday when Im supposed to pick up my car and out of the loaner that they did the best they could but couldnt fix the seat and then kept me in the loaner until the next day after telling them I was already told it would be 100% fixed to come find out today IT STILL WONT BE FIXED AND THERE IS NOW 3 MARKS IN THE SEAT NOT 1. I get there and no one has paperwork on my vehicle. No one communicates and Im stuck on the bad end of the stick with a defective car.Absolutely unacceptable.i like the way the car drives but Im on a 72 month loan only less than 2 weeks of actually driving the vehicle and already have problems with the interior!They told me the seats were durable and better than leather which was misleading!Im very disappointed with the item I received!! and I would like for it to be exchanged as I have driven the vehicle for less than 2 weeks and have been in a loaner for almost a full week and received unfixed car back today. 12/7/2022. Screenshots show messages leading up to being told on the phone it will be FIXED!!

  Business Response

  Date: 12/08/2022

  To whom it may concern,

  Your comments were forwarded to the Customer Experience Center Supervisors for further review. A representative will contact you shortly to discuss. 

  Regards

  Customer Answer

  Date: 12/08/2022

  
  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:12/05/2022

  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.

  THIS IS A COMPLAINT WITH MAZDA CORPORATION REGARDING OUR MAZDA3 2022 *** REGARDING MAZDA3 2022 PURCHASED: OCT 12, 2022 (VIN#*****************). THE *** IT WAS: $27201.87 GAVE A DOWN PAYMENT OF $10,000.00. WE SAID WE WOULD PICK UP THE *** IN ABOUT 3 DAYS SO THEY WOULD HAVE TIME TO CLEAN IT, ETC UPON PICKING IT UP AND DRIVING BACK HOME IT WASNT EVEN 15 MINUTES LITERALLY WHEN I GOT OFF THE *** AND THE ILLUMINATED DOORSILL **** PLATE FELL OFF! HERE WE THOUGHT THIS WAS SCREWED IN LIKE MOST ***S ONE ASSUMES RIGHT? ANYWAY, RIGHT AWAY WE CALL THE PERSON AT THE DEALERSHIP THEN THE BACK AND FORTH STARTED BETWEEN ************************************ FOR EVERY WEEK 3 AND 4 TIMES A WEEK UNTIL NOV 30,2022. FAULTY PARTS? THEN THEY SAID WE WILL REPLACE IT AND WE SAID NO KIDDING ITS IN THE WARRANTY WHICH DOESNT ANSWER MY QUESTION? IF YOU SAY YOU CANT REMOVE IT THEN WHY ARE YOU HAVING US PAY $450.00 AND SAY GOOD BYE. THEY SAID YOU HAVE TO CONTACT MAZDA THEY ARE RESPONSIBLE FOR SELLING FAULTY PARTS. WE CANT DO ANYTHING ABOUT IT. THEN FROM OCTOBER 12, 2022 THEYVE HAD ** BACK AND FORTH, MAZDA SENDS ** TO THE DEALERSHIP WHICH IS: **** 33 MAZDA *************************************************************************. THE DEALERSHIP SAYS ITS MAZDAS PROBLEM. MAZDAS ONE LADY WAS SO RUDE UNBELIEVABLE! SAID YOU CONTACT THE DEALERSHIP ITS THERE PROBLEM. SO UP TO YESTERDAY NOV. 30 2022 WHEN MY HUSBAND PICKED UP THE **** THEY HAD TO REPLACE WHICH OBVIOUSLY IS UNDER WARRANTY AND ALL THEY SAID IS: WE WILL GIVE YOU A SERVICE AND THATS ALL ACCORDING TO THE MANAGER, AGAIN THESE PEOPLE ALSO WERE THE LEAST HELPFUL! THEY COULDNT EVEN COUGH UP A FULL FUEL TANK WHEN WE BOUGHT IT IN THE FIRST PLACE!WE HAVE SPENT SO MUCH OF OUR WORK. THE LAST THING WE DID IS SEND MAZDA CORPORATION A LETTER WITH ALL THE EMAILS EXCHANGED AND ASKING FOR HELP, UNTIL THIS DAY NOBODY HAS EVEN ***E TO ACKNOWLEDGE THE LETTER SENT! ANY ADVICE, HELP WILL BE GREATLY APPRECIATED. ************************************ AND AGAIN, SORRY FOR THE LONG MESSAGE.

  Business Response

  Date: 12/06/2022

  To whom it may concern,

  We are seeking clarification to your claim. Has the door sill issue been resolved? Is it functioning to your expectations? 

  Customer Answer

  Date: 12/20/2022

  Concerning the business response***re was none. That is the issue. ***y questioned if warranty issue were addressed by the dealer. That has never been the issue. We purchased a brand new car, had issue with a trim package within driving the first 25 miles. *** loss of work, time, and frustration to remedy has never been addressed. Instead I was given the run around, and the last agent was as close to rude as one could get basically telling me this wasnt a Mazda issue so forget about them ding anything, go see the dealer. *** resolution is simple..as stated in paperwork sent to Mazda..they hold the financing. Credit the account for the cost of the package. 
  
  

  *****

  Business Response

  Date: 12/20/2022

  To whom it may concern, 

  Your comments have been forwarded to the **************** team for further review. Our understanding is you are seeking compensation for time lost.

  Customer Answer

  Date: 01/10/2023

  Mazda in their message on 12/20/22 said that they were going to contact their customer relations **** and would review. We have not been contacted from anyone from Mazda. I would appreciate that this be followed up on. So please quit closing this case until it is resolved. We would appreciate if this case is reopened and Mazda contacted to see where they are at in their review. I cant understand why this issue is being closed when Mazda indicated they are still working on it. 

• Initial Complaint

  Date:12/03/2022

  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.

  Hello I just purchased a brand new 2022 Mazda cx30 vin is ***************** and paid 30k for a NEW car so far my experience has been a nightmare the cars key fobs are not being recognized by the car we called the Mazda dealer we purchased it from and they told ********* new battery's and replace them which we did do that for both and that still has not fixed the car my wife has been stranded 3 times because the car won't start the dealer is blowing us off stating they can't get us in for a week for service and not really caring what so ever then on top of that the car has a vibration between 20 and 40 in the morning that last for about 30 minutes then goes away and we were told it's the transmission converter that takes a while to warm up and there is no fix for it so we are at the point that if this is the way a new Mazda is supposed to be and it's supposed to drive like a 10 year old 100k car then I want to file a lemon law for this car I had a 2021 Corolla that was perfect but needed a SUV and that is why I bought this and this is not what should be happening on a new car that I paid 30k for and this is a lemon and being told that the car will shake like it does because that is just how it is this is not fine with me and also to be stranded and not being able to start my car is a problem and the dealer acted like there was nothing wrong and taking over a week to schedule an appointment on a unsafe car and brand new for that matter this isn't right what so ever.**********.

  Business Response

  Date: 12/05/2022

  To whom it may concern,

  We understand an appointment is scheduled for tomorrow 12/6. The dealership confirmed a loaner vehicle will be available.

  Regards

• Initial Complaint

  Date:12/01/2022

  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 bought my 2022 Mazda CX5 on May 6, 2022. October 29th I took my car to *********************** Mazda in *********** because my driver side headlight was intermittently working. I was wanting to see what the issue was as there was no damage done to the front of my vehicle. There was no damage to outside of vehicle but my headlight got cracked (which you couldnt see prior to dealership taking it). Then, they state that I took my bumper off, got a new factory bumper and took the stickers off the other bumper, placed back on this new bumper and then left the broken headlight. They said this happened when a deer hit me all the way on my passenger side rear tire.which the POLICE REPORT & pictures show it was on my REAR passenger SIDE. I think the dealership is being crooked. Of course, I have no proof because I wasnt there when they removed the headlight however there was no plastic that I had seen and never seen the crack when I looked at the headlight prior. I 100% believe they peeled the stickers and put them back on so this wouldnt be covered.

  Business Response

  Date: 12/02/2022

  To whom it may concern,

  Based on the dealer's assessment, the have determined outside influence caused the current issue. Dealership took apart the headlights and observed the barcode stickers on the headlights were tampered with. 

  The vehicle may also have been repaired prior by a non-Mazda facility. We strongly recommend discussing with the shop. 

  Regards.

• Initial Complaint

  Date:11/28/2022

  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 own a 2014 Mazda6 Grand Touring with 19" hyper silver wheels that I bought new at Marketplace Mazda (now *********************) in April 2015. Days after buying the car, I also purchased an aftermarket winter ************ package from TireRack.com (receipt attached) for use November-April each year. Car now has about 87k miles. I estimate 37k of those miles were driven on the aftermarket TireRack.com wheels/tires. So the factory wheels only have about 50k miles on them in good weather months. Despite that, the 19" hyper silver wheels have paint peeling all over (photos attached). I've read Mazda issued TSBs and many times replaced these wheels so I called Mazda to express concern. They said to start with local dealer. I already had the 19" factory wheels off my car because my winter wheels are on now. So I took the wheels to **************************************** **** (1 hour away) using my ****** van. Service rep **** had said on phone beforehand OK to just bring wheels. But after leaving wheels at dealership, service mngr. ***** called saying car needed to be there. So I drove 1 hour back to ********************* at a later date with my Mazda6 and then ***** said actually, I would need to leave car there 1-2 days for him to file a goodwill request (not possible for me living so far away). So I had wheels and car there but they still would not help me. Why does car have to stay overnight, causing me huge inconvenience, to document the problem? So I gave up & came back a THIRD time to pickup the wheels with our ****** van. I wrote a letter to ***************, the dealership owner, over a month ago expressing my concerns and he never even responded. (I had also noted how his sales ****. blatantly lied to me the week before during a trade-in appraisal but that's another story...) This is not the way to treat someone who owns and loves their first ever Mazda. Paint should not be peeling like this on factory wheels with at most 50k good weather miles, and I have been treated terribly so far trying to get help.

  Business Response

  Date: 11/15/2022

  Please accept as Mazda's official response to this claim. The applicable warranty expired since 2019. Any repairs would be the customer's responsibility at this point. 
  

  Customer Answer

  Date: 11/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Mazda has acknowledged via multiple ***************** Bulletins (TSBs) that many of their wheels have had defects resulting in, among other things, flaking/peeling paint like what has occurred on my car's wheels. I understand my car is now out of warranty. However, if I had not purchased a separate tire and wheel package for winter driving from the beginning of owning this car, these defects would certainly have happened sooner, likely within the warranty period. I have also read in online forums that, in some cases, Mazda still agreed to help customers with vehicles out of warranty as "goodwill" knowing the wheel paint issues were a significant problem. As a first-time Mazda owner, I am extremely disappointed in the company's response. Aside from showing no remorse for the paint issues, Mazda's short and unapologetic reply also ignores the poor treatment I received at my local dealership (*********************) as described in my original BBB complaint. Mazda is showing no interest in even trying to preserve this customer relationship. I drove far out of my way to purchase this first Mazda of mine, passing by many other car brands along the way. In their handling of this matter, Mazda the company and the closest Mazda dealer (*********************) one hour away have both ruined the overall good feeling I have had with this car the past seven years. Apparently, Mazda is making too many sales and therefore believes that giving loyal customers the middle finger is a good way of keeping demand from getting too high. And it appears to be helping as Mazda has cars in stock at local dealerships while all of the Toyotas are sold out.]
  
  Regards,
  
  *******************************

  Business Response

  Date: 11/28/2022

  To whom it may concern,

  Based on the information provided, the applicable warranty has already expired. Please feel free to contact the ************************** for any questions.

  Thank you

  Customer Answer

  Date: 11/28/2022

  Mazda's short and cold response showed no concern for what should be a valued customer. No remorse or even a simple apology was given. Mazda sold me a vehicle with extremely poor paint quality on very expensive wheels, a problem Mazda has acknowledged though TSBs. In or out of warranty, a good company should at least make some kind of attempt to help a first-time customer find a resolution, whether it is a goodwill replacement gesture, a discount on replacements, or help in repairing the existing defective wheels. Unfortunately, the company made no such offer or attempt. Also, despite multiple mentions in my previous messages via the BBB, Mazda failed to even acknowledge or apologize for the poor treatment I received at my local Mazda dealer where I was directed to go by Mazda's national customer service. For these reasons, I certainly do not consider Mazda's response acceptable. It appears whoever is handling this matter on Mazda's side could not care less about customer service or preserving customer relationships.

  Business Response

  Date: 11/29/2022

  The ************************** will be the best point of contact to discuss further. Please feel free to reach out. 

  Regards

  Customer Answer

  Date: 12/01/2022

  I have already spoken with Mazda's customer service and then my local dealer, which they had advised me to do. The dealer ended up giving me bad information that caused me to make multiple 2+ hour roundtrips that were a total waste. If Mazda's leadership cares this little about a BBB complaint with solid evidence of extremely poor customer service, I am not going to waste my time going back down the ladder at Mazda to deal with their ***************************** *********** still has not been able to bring itself to apologize for the experience I have had thus far, and they did not even provide a telephone number for the ***************************** So pathetic! Nothing Mazda has done here is deserving of me choosing to "Accept" their response. However, I am not asking for any further comment from Mazda. Instead, I will simply cross this poorly run company off my list for any future cars my family may need.

   

   

• Initial Complaint

  Date:11/19/2022

  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 own a 2018 Mazda CX5 Touring I had ****** Mazda install Apple CarPlay in October 2021. The cost was $509.73 Shortly afterwards my infotainment screen has had ghost touch and it has been getting progressively worse. The info screen seems to skip around on it's own. It changes screens, makes phone calls, cancels navigation among other things.When I called the service department they said they we're familiar with the issue and it would cost $200 for diagnosis and repair costs could be well upward of $500 more.

  Business Response

  Date: 11/21/2022

  To whom it may concern,

  This case has been forwarded to ************************** for follow up. A representative will reach out. 

• Initial Complaint

  Date:11/16/2022

  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 brought in my 2016 mx5 for service at ******* Mazda in ************ on Nov 14, 2022 at 1:15 pm. I initally updated my cars infotainment firmaware from 59 to 74 without updating it first to 70, rendering carplay unrecognizable. I explained my situation to *********************, the service advisor, who received my car, and asked if it can be fixed. After almost two hours later, **** told me that the tech cant fix it (for the same reason I stated when I hand the car over) and gave me a bill of $200 for the service time. I thought it was ridiculous to pay for such service when I was up front about the situation. I asked to talk to someone higher, so **** let me talk to ***********************, the service director. After I tried explaining myself, **** still think I need to pay the service fee, otherwise I wont get the key to my car. So I paid and here I am.I dont know what the tech did with those almost two hours and came back with the same reason that I stated when I brought the car in. I dont. Feel like I m responsible the the charges.

  Business Response

  Date: 11/16/2022

  To whom it may concern,

  Dealers are independently owned franchise. We suggest you continue working with *** towards a refund. 

• Initial Complaint

  Date:11/14/2022

  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.

  In August of this year, I brought my Mazda CX-9 in to have an oil change. They found a coolant leak and said I should have it checked, but they couldn't check it for a month because of a lack of qualified technicians who are available. I brought it to a mechanic who diagnosed that the leak was coming from the engine block and that there is a ***************** Bulletin related to manufacturers defect that is causing this problem (https://www.tsbsearch.com/Mazda/01-013-21) . Since the vehicle is a 2016, it's out of warranty, but because I regularly had maintenance done by my local Mazda dealership and that the problem was caused by a manufacturers defect, they said I should contact Mazda *** about getting some good will reimbursement for the repair (which is totaling close to $10K). I'd like reimbursement for the $4400 engine block (the invoice is attached)

  Business Response

  Date: 11/15/2022

  To whom it may concern,

  This concern does not qualify for a reimbursement since the applicable warranty has expired. The Powertrain warranty is 60 months / ****** miles and based on our records the vehicles has over ****** miles.

  Thank you

  Customer Answer

  Date: 11/15/2022

   If my CX-9 was under warranty or had a recall, I would have had the dealership take care of this manufacturers defect.   If Mazda *** doesn't provide customer service for problems not covered by the dealership, why does it exist?   This repair is 100% Mazdas fault.  A $42K vehicle should last longer than ****** miles.