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:11/11/2022

  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.

  The girl at Mazda on ********************* ************ ** said we did not have an appointment so it would be treated as a drop off I erased the text so I could not show her we had an appointment she was not rude with me but she was with my husband a she slapped the keys on the counter when he said he had a coupon an she had to do the paperwork all over I have been at this brought 4 cars30 years a have had been respected till today on Nov 11 2022 our appointment was 8:15 we will no longer go to this we will drive to south side my husband is 82 an I dont drive but we will not be back to ********************* we have always made an appointment because we dont have any one to pick ** up an have waited for the car you no longer take people to **** an we could wait there an could you explain why there was a sign saying if your company damages a car while washing you guys are not responsible ** for all the good service until now. ***********************

  Business Response

  Date: 11/14/2022

  To whom it may concern,

  Dealerships are private independently owned business. We suggest you review your concerns directly with the dealer management. 

• Initial Complaint

  Date:11/09/2022

  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.

  Mazda has issued a recall on my car that ended in 2020. However, I was out of the country and due to covid was unable to be notified and get to a dealer to fix the issue. I have called Mazda customer service experience multiple times over the past 1.5 months. First I was told that given the circumstances this will be escalated to get me some help and I will hear back from then in ***** hours. 1 week went by and no contact from them. I called them back and they hung up on me multiple times. Then I was able to get a hold of someone who told me that they have no updates and I should call back tomorrow. I called again the next day and finally someone said to me that they will only consider honoring the recall if I had done my services with the Mazda dealers and I was "in good standing" with the dealership. I explained to him that a recall is a recall and it should not matter who did the service for my car. Also, I have been out of the country and the car has not needed service since it was not used. However I had done some service with a particular dealer and I told him that. He said would call them and verify and get back to me. Again, they never followed up with me. I called again a few weeks later, they told me Mazda will not perform the recall and that's it. I am not sure why I have to go through such a horrible customer service experience to get my recall done. Also, it should never be the case to see how much money you are spending at their dealers to get a recall done. A part that Mazda has not produced correctly and needs to be changed should just be done by Mazda with no questions asked.

  Business Response

  Date: 11/09/2022

  To whom it may concern,

  The issue at hand is not a Recall. Mazda issued a warranty extension for Sticky Dashboard, 10 years starting from when the vehicle was first purchased. This warranty extension expired as of May 2019. 

  Regards

  Customer Answer

  Date: 11/09/2022

  The semantics of the matter, recall vs extension of warranty for a particular matter should bear no importance.  
  if the problem is bad enough for Mazda to issue a recall (or warranty extension or whatever word Mazda wants to use to reduce the severity of the matter) then it should be dealt with. The consumer should not be given the run around and be told that if they have spent enough money in their dealership is the only prerequisite to remedying the problem. That is extremely unethical and frankly, just plain wrong. It shows complete lack of care for decent customer service and customer loyalty. 

  Business Response

  Date: 11/10/2022

  Mazda's position remains unchanged. The warranty extension for this has expired since 2019. Mazda sent notices back in 2015.

• Initial Complaint

  Date:11/08/2022

  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.

  To start off I bought a used 2016 ***** from the Mazda Dealership about a month ago. When I got the car I was told it was inspected properly. My 2 back tire sensors broke within a week. My windshield wipers were not replaced with new ones, so I went back the next day and they said they replaced them with new ones. I had to walk out to my car to show them that I was not lying. They ended up replacing them. Not even 3 days later I end up on the side of the road, overheated. I check my coolant, nothing not a drop. I put some coolant into it and bring it straight to the dealership. They said there was a coolant leak and they have found it and replaced the hose. I was concerned because I bought the car 3 days ago and they didnt notice the leak? A week later I noticed my car saying AC off due to high engine temp. I was in a Publix parking lot and I bought a gallon of coolant before hand in case it happened again. So I filled up my coolant and brought it to the dealership again. They said they didnt burp the system properly and they put almost 2 gallons of coolant into my vehicle about 4 days later I opened my hood to check my coolant and noticed it was low. I was losing about 4oz of coolant a day. I checked it daily and made sure I had enough so my car wouldnt overheat. I went to the dealership again for the 4th time complaining about the coolant leak. After having my car for 2 days they said coolant was going into my turbo and they had to replace the whole thing. They replaced the turbo and a few other thing in the car.2 days later I bring it in for my brakes causing a hissing noise.That was taken care of but they noticed my coolant was low again.After about an hour and a half they said there was a hose that was leaking.I asked how they could miss something like that and they had no definitive answer.I have brought my car there 4 more times with proof that there is something wrong with the car and the codes other places pulled the codes.Still having issues to date

  Business Response

  Date: 11/09/2022

  To whom it may concern,

  To clarify, you purchased a used ****** If this the case, you will need to work directly with the dealership from whom you purchased. Mazda North American Operations does not control the sale of used nonbranded Mazda cars. 

  Customer Answer

  Date: 11/09/2022

  
  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:11/07/2022

  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 have a 2019mazdacx9 that the warranty just expired than it had a complete electrical failure and warning lights came on all the warning lights. I contacted Mazda corp and they refuse to contact me other than say take it to be diagnosed. ***,d them I already took it to ************************* and *********** Mazda (******* game said they didnt keep the diagnostics after a 3 hour diagnostics) Anda electrical specialist *************** in **. Each place said they couldntfindwhatwas wrong and Mazda corp refuses to answer my anymany calls texts and emails. I thought Id have this car the rest of my life thee,ectricalshouldnt go out immediately after warrentyexpired.

  Business Response

  Date: 11/14/2022

  To whom it may concern,

  Please follow up with you CEC representative *********. We will make sure she follows up as well. 

• Initial Complaint

  Date:11/05/2022

  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.

  I have a 2021 Mazda 3. At around **** miles I noticed a strong unburnt fuel smell coming from the car, as well as transmission slipping and shaking brakes. Garden City Mazda refused to "waste their time" on this issue and did not look at my car. This was complained to Mazda North American Operations. I was told to make an appointment with ******* Mazda. When I brought my car to them, they looked at the car for a mere 10 minutes as seen on my dash cam footage. They reported to both Mazda North American Operations and I that they are voiding my warranty due to modifications. The modifications however were not the cause of the issues that the car was brought in for, nor was this ever proven (************************* Law). I have been in contact with Mazda North American Operations since this happened and they are unable to help. I was told a case manager would reach out within ***** hours.. 2 weeks ago. They have since told me different time frames. The issues I am experiencing with my car could be a fatal gas leak. The way that both Mazda North American Operations and their dealers have neglected to fix this issue is unbelievable. I demand that this car be bought back and taken off my hands. I cannot continue driving an unsafe vehicle, and truthfully I cannot even bring my car to my local Mazda dealerships because of these issues. I feel unsafe in the car, and I feel even worse knowing that Mazda North American Operations is doing nothing to rectify this. I want this car off of my hands. I do not want to spontaneously combust the next time someone smokes a cigarette near my car, and I do not want to replace brakes after a mere **** miles, nor do I want to work on my transmission. These are clear faults of manufacturing and the lack of ability to fix these issues is ridiculous. I want this car out of my hands.

  Business Response

  Date: 11/07/2022

  To whom it may concern,

  Upon further research, Mazda discovered this vehicle is heavily modified and altered from its original factory specifications. Our written warranty states modifications or alterations may negatively affect warranty coverage. 

  We suggest the vehicle be restored to its original factory specifications before further warranty considerations can be made. 

  Customer Answer

  Date: 11/07/2022

  As per the ************************* Law, any modifications to my vehicle cannot void my warranty unless it is proven that those modifications caused the issue presented with. When you mention "heavily modified", are you referring to the numerous cosmetic modifications such as window tint, that the advisor stated? Or the suspension modifications that, again, do not relate to the issue I am presenting with? It is also worth noting that the advisor falsely identified a modification "the car is missing the rear cat"; neither of the two catalytic converters were ever removed. 

  To reiterate, Mazda is going against an established law known as *************************, and is voiding my warranty. A gas leak, transmission slipping, and defective brakes are not related to any modification. Gas lines have not been touched, transmission or engine never altered, and brakes never touched. The car is taken car of and driven carefully. 

  I am asking Mazda to see that they are in violation of a federal law, and reinstate said warranty before further actions are taken with my lawyer. 

• Initial Complaint

  Date:10/29/2022

  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.

  Repair was finished 10/13/2022 at expense of customer. Car was legitimately out of warranty, owner is aware of this. In reading about problem with vehicle, there is a ***************** Bulletin about the exact problem with our vehicle. The problem that presents itself is that the exhaust manifold essentially rocks back and forth when going over bumps on the road and in-turn cracks the cylinder head near the exhaust stud(s). This is a complete design issue and is stated as such in the **** Mazda needs to be held accountable for this as this is affecting countless vehicles. Our engine had to be replaced with ****** miles, which is flat out unacceptable. They tried blaming the customer/us because we didn't have work done (oil changes) at the dealership. Mazda is not only being malicious in their tactics, it is flat out poor business standards that they are pulling to not have to accept responsibility for the problem. In the *** it is stated like this -Cracks may be caused by:Deformation of the exhaust manifold during usage causing unexpected force to certain areas of the cylinder head.Residual stress generated during production in the cylinder head material may be greater than expected. The external force from the exhaust system when driving over bumps may cause unexpected force to certain areas of the cylinder head.To eliminate this concern, the design of the exhaust manifold gasket and the cylinder head has been modified to reduce the force on the cylinder head.This is admission of guilt on their part and has absolutely nothing to do with the customer causing the problem.

  Business Response

  Date: 11/02/2022

  To whom may concern,

  We have reviewed the vehicle's warranty and determined all applicable warranties have expired. 

  Customer Answer

  Date: 11/02/2022

  This is not a warranty issue!  This is a design issue and results in catastrophic engine failure which is unacceptable. There is a reasonable expectation of a vehicle working past its warranty, and this is not the case with Mazdas CX-9, CX-5, and Mazda 6. Blame is being shifted to the customer because work was not done at a ****************** dealer.  If the condition my vehicle after being repaired is any indication as to why I make the choice to not use the dealer for general service, I have made the correct choice. Mazdas reputation is on the line and I will make it known of my personal situation and just how ridiculous and unacceptable their customers are being treated.  

  Business Response

  Date: 11/03/2022

  We are truly sorry but this is a warranty matter. The Powertrain warranty has expired. Per the *** on Page 12 it states:

  WARRANTY INFORMATION
  NOTE: This warranty information applies only to verified customer complaints on vehicles eligible for warranty repair. This repair will be covered under Mazdas Powertrain Warranty. Additional diagnostic time cannot be claimed for this repair.

• Initial Complaint

  Date:10/27/2022

  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.

  I have a complaint that needs to be addressed. I own a 2017 Mazda CX-9 with 69k miles which I have been told needs a new engine due to a P111A code. I want Mazda to take ownership of their faulty engine and repair my vehicle. My car has never indicated overheating or any other issues at any point. As a matter of fact, to this day, I have never had a check engine light to advise that my car needs attention. I have googled and found various complaints regarding the P111A code which states The coolant concentration may not have been adjusted properly during mass production. and improper control module software, which causes the cooling fan to run improperly, resulting in high coolant temperature. All reports which point to Mazda error at time of production. This also shows and confirms Mazda is aware of the issue with their faulty engine/cooling system. I would not even be expecting anything had my vehicle properly notified me that something needed attention. I would have surely gone straight to Mazda as soon as the engine light appeared to have any service required. I am requesting Mazda take ownership of their mistake and honor me a repair. I am 9k miles over what would have been fixed under warranty otherwise. I am requesting Mazda to extend me the service needed.

  Business Response

  Date: 10/28/2022

  To whom it may concern,

  We see you have an open case with CEC Rep Enyjah. Please continue working with him towards a resolution. Just to let you know, the warranty has expired. 

  Regards

• Initial Complaint

  Date:10/17/2022

  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 my Mazda CX-5 at the end of 2020 (it is a 2021 model)--- it had been having power issues, which I'm now guessing is the battery--- and completely died on me last weekend. The service tech that came out showed me that the battery was completely drained and I ended up purchasing a brand new battery. He agreed a battery should not have died in 2 years that the normal lifespan is 3-6 years for a battery. Therefore, I am requesting to be compensated for the battery for $193.78 (attached invoice for AAA)The VIN on my vehicle is: ***************** I look forward to resolving this matter quickly, thank you! : )*******

  Business Response

  Date: 10/18/2022

  To whom it may concern,

  This is has been forwarded to the ************************** to review. Please allow 2-3 days for a representative to contact you. 

• Initial Complaint

  Date:10/10/2022

  Type:Sales and Advertising 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 previously submitted request for assistance BBB#******** which was closed because Mazda ******** Care Supervisor proposed a resolution of $1,400 reimbursement on 09/01/22 which I accepted. After multiple follow up emails and calls to get status on check I keep getting response the supervisor is not in and nobody else willing to honor her documented compromise which is in writing in an email from the supervisor on 09/01/22.The supervisor who made the agreement is **** at ************************.Attached is copy of her email.

  Business Response

  Date: 10/11/2022

  This matter is being review with Supervisor ****. We will follow up with a resolution.

  Customer Answer

  Date: 10/11/2022

  will not accept any response until check received 

  Business Response

  Date: 11/02/2022

  To whom it may concern, 

  A Team Lead from the *** team will be contacting you. 

  Customer Answer

  Date: 11/07/2022

  I have sent multiple requests by email and by telephone each week for Mazda customer experience supervisor ***************** who was assigned my case or her representative ***** to please give me an update and discuss the delay. Each time I am promised a return call but no one reaches out to me and I believe they are intentionally refusing to speak to me because they do not have an explanation why the goodwill compromise offered to me by their supervisor on 9/1 for $1400 reimbursement was subsequently cancelled in early October without notice or explanation.  Please keep my BBB case open since at least they are responding to you.

• Initial Complaint

  Date:10/09/2022

  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.

  My husband and I had purchased a pre owned certified mazda CX-5. Vin # *****************. For approximately the past 6 months I've been having issues with the radio which has progressively gotten worse. The radio just changes channels, goes to random settings, and even more recently the backup camera wouldn't come on screen. This interrupts the navigation system as well. When bringing the vehicle to the mazda dealership on 10/8/22 in **** ** I was made aware the repair wouldn't be covered. I came home and began to do some research into what's going on with the radio, if anyone else had the same issue, and if there were any recalls. MANY of other owners have complained of the same issue and it is a known issue with the mazda CX-5. It has even been given the nickname of "ghost touch" This issue should be covered by Mazda and a recall should be issued for customers that are having this issue. I've also read that temperature may play a role in why this happens. well I live in **** **. Only the sunniest place on earth where the average temp is ***************************************************************************************************** ** and at my local dealership.

  Business Response

  Date: 10/10/2022

  To whom it may concern,

  The vehicle's warranty has expired and any repairs/replacement will be owner's responsibility. Please feel free to contact the ***************** with any questions. 

  Customer Answer

  Date: 10/10/2022

  This isn't an acceptable response. First, like I stated its a pre owned certified vehicle that is still certified until ****. second of all besides the fact of my vehicle warranty information the issue that i'm referring to with my radio is a known issue that is cited by many other owners of your vehicles. This should be considered a manufacture recall and should be covered. If I was the only person experiencing the problem ok, but i'm not. The internet is plastered with forums and videos of this issue happening to mazda customers. I'm not asking for anything out of line, its clearly a manufacture defect and it needs to be rectified by Mazda. 

  Business Response

  Date: 10/11/2022

  To whom it may concern,

  The CPO warranty has two components. The Powertrain component is 7 years / 100K miles; this covers large items like engine and transmission. The Basic component is 1 year / 12K miles; this covers the electronics and infotainment. The warranty for the infotainment has expired. Please feel free to contact CEC if you have further questions.