Business Profile

Auto Manufacturers

Mazda North American Operations

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Complaints

This profile includes complaints for Mazda North American Operations's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

269 total complaints in the last 3 years.
69 complaints closed in the last 12 months.

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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:01/21/2025
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.
Our Mazda CX5 has a faulty cylinder which is prone to cracks. Mazda knows about this flaw and this caused our vehicle to break down in traffic and smoke pour into the cabin. Everywhere I've read, Mazda has owned up to this mistake but never recalled these. Ive seen plenty of people reporting this exact same problem. I tried submitting this directly to them but kept getting an error message. This dangerous flaw led to a $7000.00 repair job for a car with barely 60K miles. This is not at all what we expected when buying a Mazda. I never would have bought this vehicle had I thought it had a fatal flaw like this and I will never buy a Mazda again if this is what we can expect. This is truly poor of a large auto manufacturer.
Business Response
Date: 01/27/2025
Hello,
If you have not, please contact the ************************** for further assistance. They can be reached at ************.
Thank you
Customer Answer
Date: 01/28/2025
they told me to call the general customer service center for some agent to listen, admit their wrongdoing, and tell me they wont help me. He literally admitted that this was their manufacturing flaw but they would not help me.
Initial Complaint
Date:01/20/2025
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.
Please call for more information. I originally had repair done at one Mazda dealership and they insisted replacing only one part out of two would be appropriate and no issues would arise. They replaced a broken part with NON-OEM Mazda parts and failed to mention this. I go to Mazda for their service and OEM part use. I paid for the 90k+ mile inspection. I moved south and went to another Mazda dealer for the next 15k miles on my vehicle. Upon the last year and a half, there was never one mention of any issues with my vehicle after they perform the complimentary Mazda full vehicle inspection. Ive mentioned concerns about gas vapor smells in my vehicle. They originally misdiagnosed my vehicle, TWICE, and then stated nothing was wrong with the vehicle after they double checked it. Apparently, between the last 5k miles driven from my most recent service at this same Mazda dealer, I now have $8,800 of damages. The part which was replaced 15k miles ago has cracked AGAIN and put so much stress on the entire vehicle is caused the entire front end moving parts (control arm, ball bearings, etc) to now need replacement. Additionally, there were many issues with my breaks which somehow was never seen before. Also, they said there is a major leak which previously they MISDIAGNOSED TWICE and said my car was okay, they were incorrect about the diagnosis. However, they now found out where the original leak was from but stated they never knew about it. I contacted Mazda Customer Complaint Line on January 8, 2025, not including a handful of other documented times. It is now January 20, 2025 and I have NOT HEARD BACK FROM MAZDA, NOT A SINGLE TIME. I demand they replace everything wrong per the quote they sent me on my vehicle due to the negligence by Mazda dealerships to correctly inspect my vehicle, false OEM replacement parts not disclosed upon repair, along with failed parts. I am in an incredible amount of distress as I was advised to leave my vehicle with them during this time.
Business Response
Date: 01/27/2025
Hello,
There is already an open case with the *************************** Please continue working with ******* towards a resolution.
Thank you
Initial Complaint
Date:01/17/2025
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.
2024 Mazda CX90 purchased new in November 2023. Vehicle has been subject to 4 recalls since accepting delivery. The most recent recall requires the replacement of mild hybrid battery. The vehicle went into service mode while driving and the flashed all sorts of warning lights to bring in for service immediately. There is a manufacturer backorder on the mild hybrid battery with no release date. My vehicle has depreciated 55% in the first year of ownership due to these problems while the average 3 row SUV depreciates 20-30% in first year. I do not have possession of the vehicle and the manufacturer will not assist with vehicle buy back without first attempting to fix the issue. I am still paying monthly payments to Mazda Financial for a vehicle I cannot drive or trade in. My wife and I do not feel safe traveling with our family in the vehicle as it could experience a loss of power while in motion. We want our downpayment and sum of all monthly payments refunded to us in exchange for Mazda accepting title of vehicle they have in their possession.
Business Response
Date: 01/17/2025
To whom it may concern,
Your vehicle is no longer covered under New York State Lemon Law. The coverage period is ****** miles or 24 months. The vehicle has ****** miles deeming it ineligible.
Thank you
Customer Answer
Date: 01/23/2025
The manufacturer defect existed at time of delivery and still exists. I am seeking a refund for a defective product, not a ****** on NYS Lemon Laws.
Initial Complaint
Date:01/06/2025
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 an airbag safety recall notice from Mazda. I called the number on the notice. I was given an appointment to take my vehicle to get the airbag repaired. I WAS TOLD THE REPAIR WOULD TAKE 1 HOUR AND THAT I COULD WAIT WHILE THE REPAIR WAS BEING DONE. I showed up for the repair. I was told by the dealer that i had to leave my car in their shop for up to 5 days for the repair to get done because they had to order a part. I told them that i was not told that when i scheduled my appointment. They did not care what i said. They insisted i had to leave my car. I asked if they could order the part and then call me in when the part arrived. They said no. I feel Mazda should repair the defective airbag at my convenience and not theirs. They should not be lying to customers when we call to schedule a recall repair.
Business Response
Date: 01/15/2025
Please call the Customer Experience to share and discuss your concerns. They can be reached at ************.
Thank you
Initial Complaint
Date:11/30/2024
Type:Customer Service 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 am a disabled person. Part of my disability is a severe to heat or cold. I live in ********* where the summer is hot and humid and the winter is very cold, often with sub-zero temperatures. In 2023, I purchased a used MAZDA CX30 Premium trim. I bought this vehicle for the autostart and heated seat capabilities the come with this trim.Recently I noticed that I no longer had access to the MY MAZDA App that allows me to execute auto start. I discovered that MAZDA is now charging $10/month to access the app and use this feature. I NEED this feature for medical reasons.That is $120/yr and over $12k dollars if I drive this car for $10 years. (I take VERY GOOD CARE of my vehicles- I drove my last car for 15 yrs and my mechanic bought it).This new charge was NOT part of my automobile purchase package.I FEEL STRONGLY that this is BIG CORPORATE GOUGING. I bought my car outright. I am disabled on a very limited budget. I cannot responsibility take money out of my budget to line the pockets of corporations that are driven my greed. As a disabled person, I strongly suspect that this violates the *** as well. I want MAZDA and othe automotive moguls to cease and desist of these charges.
Business Response
Date: 12/03/2024
To whom it may concern,
Please contact the customer service department for further assistance. They can be reached at ************.
Thank you
Initial Complaint
Date:11/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a 2018 Mazda CX-9. My screen began delaminating a few weeks ago. I spoke with Mazdas customer ************** told me, & I can quote because I still have the voicemail, visit your Mazda dealership for further assistance. They can determine if theres any coverages available and they will be able to assess the issue.. So I got up early and went to the dealership and they told me they needed some sort of approval through Mazda to assist in the delaminating, but they can clearly see the screen is delaminating, they just need approval to do out of warranty work. They said there was a bulletin about this issue with this specific model. I went home then called ************************* told me I needed a diagnosis from the dealership to move forward, & estimated this would cost a couple hundred dollars out of pocket & that they may or may not assist in the replacement because the car is out of warranty. Taking time out of my day to drive back to the dealership without a direct yes or no that they will help feels like a waste. A quick search online told me this is a known issue & all vehicles with these screens experience 100% failure rate that happens 6-7 years after manufacture, so its not an issue that would come up within the warranty period. My husband had a dodge challenger that experienced the same ********** called ************ didnt even look at the car, they knew it was an issue, they knew his car was out of warranty, they just scheduled him an appointment over the ********** showed up and it was fixed. I would urge people to think about this lack of assistance for a known issue when considering purchasing a vehicle from Mazda & choose a more reputable brand. Other manufacturers stand by their products! When the screen goes you lose so much: the radio, the navigation, the backup camera, etc.. I am a small business ********* cant imagine running a business where everyone who purchased a product from me had the same ********* just didnt do anything! Buyer beware!
Business Response
Date: 12/03/2024
To whom it may concern,
Please continue working with your customer service representative ****** towards a resolution.
Thank you
Initial Complaint
Date:11/20/2024
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.
Mazda engineered a defective cylinder head and causes coolant leaks. It is very expensive to fix, in my case it was over $5,000. Mazda is offering some customers reimbursements but denied my claim. I work for a home builder, and if a customer has a warranty issue, outside of their warranty, and its deemed, that it was done wrong from the beginning, they fix it. Clearly Mazda knew and knows of the issue, hence the redesign of their engine.
Business Response
Date: 11/21/2024
To whom it may concern,
Please contact the customer service department at ************ for quicker response and resolution.
Initial Complaint
Date:11/17/2024
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 was initially concerned about my Mazda's entertainment system when first reaching out to you.This was because for some unknown reason, the Reverse camera and ******** just stopped working,After I reset the radio to factory settings, it started working again after a few ******** I am down to the annoying feature where the radio just starts randomly changing stations, and the icon selections at the bottom of the screen just autoselect.Same thing for the navigation system .Now the volume changes randomly and obstructs my driving.and So now I am down to the above issue, and the fact that the Courtesy light doesnt work with the door opening + the air cannot be pointed at the driver side directly.I took the Mazda 6 to the dealership as advised by you. They confirmed same, and provided me with a worksheet for repair. See enclosed.I understand that the carplay update would be my responsibility so that value could be ********** hope is that you can address these issues. My expectation for Mazda repair contribution remains a possibility.-- A case number has been assigned File Number ******** on August 9.I have complied with all Mazda's requests. ( Paid $150 at the local Mazda Dealership for the diagnosis)See attachments.
Business Response
Date: 11/18/2024
To whom it may concern,
****** from **************** emailed you advising the goodwill offer has been approved. Please review your email and respond to ******.
Initial Complaint
Date:11/15/2024
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 2021 CX5 new from the dealer. throughout our use the car would not warn us about being low on gas until the car only had 6 miles of gas left. This is scary when you are driving cross country. Issue was never resolved. As the car approached the end of it warranty we took it into the dealer any times but they were unable to fix it. Filed case #******** with Mazda who informed me that the car was working as designed and flat refused any resolution except a discount on a 2024 model. It was hard to believe that any Mazda employee could stand behind the statement that it is not a problem for the first warning of low fuel to be six miles to empty...but that happened over an over. No credibility. So disappointed in Mazda. Have purchased three cars from them. Never again.
Business Response
Date: 11/17/2024
To whom it may concern,
It is unclear what you are requesting. Please advise.
Thank you
Customer Answer
Date: 11/22/2024
**** ****** Mazda ******
Customer Answer
Date: 12/23/2024
It is unclear from the last communication what is the next step. It appears that you are asking me what resolution I am seeking. I am trying to be clear that I am asking Mazda to repair the vehicle.

The first warning that the vehicle is low on fuel is 6 miles. This is totally unacceptable, yet the company is telling me that the car is performing as designed. In person they tell me that this is an issue and have kept the car many times for a month at a time and reset everything over and over to factory settings, but nothing has fixed it. When I escalated it to corporate, they said the car is functioning as designed and they refuse to fix it.

Anyone driving any car can not agree that 6 miles is sufficient notice that one is low on fuel.

Please let me know if this is not clear.
Business Response
Date: 12/23/2024
Hello,
The vehicle's applicable warranty has expired since 10/2023. Please feel free to contact your Case Manager, ***** if you have further questions. Thank you
Customer Answer
Date: 01/09/2025
Regarding the last email that the car is out of warranty, while that is true NOW it was not the case when the car was first taken into the dealership for warranty work. The business (Now **** ****** Mazda) is well aware of this since the car was in their shop for 4-6 times for the same problem and for a total of about two months aggregate time. They have replaced some things BUT NEVER FIXED the problem. They have admitted it is an issue and acknowledged that a first warning when you have only 6 miles of fuel is an issue but when corporate got involved they simply told me that the car was performing as designed. This is inconsistent with reason, no driver of any car would agree that being warned that you have six miles of gas remaining is an acceptable warning. Multiple times they tried to reset the car to factory settings believing that this would fix the problem. This confirms for me that they know 6 is not a good warning number. All attempts to reset to factory settings did not resolve the issue and they tested and retested and each time the car continued to delay first warning until 6 miles. They say there is nothing they can do but this is unacceptable. No one wants to drive a car with only 6 miles of out of gas warding.
Business Response
Date: 01/09/2025
Hello,
If you are still having issues, please visit the dealership or feel free to contact ***** with your case number. A goodwill repair was performed in August so further troubleshooting would be needed if issues are present.
Thank you
Customer Answer
Date: 01/15/2025
My question is who is *****, how do I contact her, and what is the case number that is being referred to?

Thank you
Customer Answer
Date: 01/15/2025
My question is who is *****, how do I contact her, and what is the case number that is being referred to?

Thank you
Business Response
Date: 01/21/2025
Case number is 00254719. We have escalated your comments to a CEC supervisor for review and further follow up.
Customer Answer
Date: 01/30/2025
My car has not been fixed. Mazda as not reached out to me to resolve. I do not know who "*****" is to contact her. Mazda needs to provide specific direction regarding how they want me to proceed to get the car fixed. Thank you.
Initial Complaint
Date:11/15/2024
Type:Order 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 new 2022 Mazda CX-5 from ******** Motors in *************** on 08/26/2022. My vehicle has been in for 5 times for the same oil leak repair. It currently has ****** miles and is sitting in my garage seeping oil in the same area after being fixed for the 5th time and I am scared to drive it due to my family and other peoples safety. I sent Mazda 2 different certified letters. The first was sent on 10/03/2024 (Mazda signed for the letter on 10/05/2024) as a final attempt for Mazda to repair. I sent another demand letter on 10/04/2024 (Mazda signed for this letter on 10/05/2024) because my vehicle was leaking oil and had to go back into the dealership the day after I sent the first certified letter for the 5th repair (date of this repair was 10/07/2024). Both of the letters and the offer from Mazda have been uploaded. Mazda has offered us $2,500 cash settlement as a result of our inconvenience. During this period I have been in a rental from the dealership around 45 calendar days and had to take annual leave from work to deal with the repairs. We would like to get a refund for the vehicle under the Arkansas Lemon Law. Please help!!
Business Response
Date: 11/17/2024
To whom it may concern,
Per your state's lemon law, car manufacturers are afforded a final repair opportunity. Mazda views your visit on 9/16/24 as our final repair opportunity. Is your vehicle having issues after this repair.
If so, please advise your case specialist ****. If not, please consider Mazda's compensation offer.
Thank you

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Mazda North American Operations is NOT a BBB Accredited Business.