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:10/06/2022

  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.

  August 30, 2022, my Mazda CX9 SUV cut off while on my way to work. I purchased in 2018, Certified pre-owned from a dealership in ************, **. I sought a used vehicle: reliable, low mileage, and spacious to support myself and 3 young daughters. Mazda has a great reputation for excellent performance. Vehicle had 65K miles, 2012 model and belonged to a military person with no accidents. Since purchasing, I have had serviced for the following at Mazda dealerships: recall for a part, headlight replaced, front driver window motor replaced and the front passenger side has issues currently, A/C motors replaced, service mile maintenance, brakes and tires. I get routine oil changes and inspection from *********** by my home. I have never been told there was any other problems with my vehicle by Mazda. I purposely had my CX9 serviced at Mazda to get the maximum performance. Other than the normal wear and tear of the vehicle, I have had 0 complaints!!! So, when my vehicle cut off, it was of a great shock. At the time it cutoff, it was restarted with no problem. I was dropped off at work, 1 mile away. My friend continued on and experienced the engine idling up and then down. He stopped at a gas station and added oil as the light came on. He noticed the coolant was low and added. He drove off and the car cut off approx 15 miles down the road. It was towed to ****** Mazda. I was told it has $10k-INTERNAL DAMAGE(need New Motor/radiator/gasket kit) THAT WAS UNDETECTED BY THE COMPUTER THAT EXAMINES IT!! NO leaks, or spills Very fantastical, I and my circle thought!! Then I found this: https://*********************/posts/mazda-cx-9-years-to-avoid/#:~:text=The%20worst%20problems%20include%20engine,problems%20reported%20involved%20the%The worst problems include engine failure at ******* miles. I have Case#********-Mazda Experience ************. I am awaiting a response!!! Given the Internal Injury Not detected, they should buy my car. I paid $16,900 in 2018! Thank you

  Business Response

  Date: 10/06/2022

  All applicable warranties for this vehicle have expired. Any repairs are the responsibility of the customer. 
  

  Business Response

  Date: 10/07/2022

  To whom it may concern,

  Your vehicle does not qualify for any refund as the warranty coverage has expired. We recommend following up with you CEC rep for further assistance.

  Customer Answer

  Date: 10/07/2022

  When I purchased this vehicle, I purchased it Certified Used, ****** miles, $16,900.00.  I was sold on the Reputation of Mazda.  This car is manufactured to go up to 250K miles easily! I purchased on the Reputation of Mazda.  I took my vehicle to Mazda for the service.  Mazda told me, it was undetected by Mazda's diagnostic system, Internal Injuries!! What type of warranty must I obtain when the main ****** search, returns the issue that I have:  The greatest issue is the ENGINE GOES OUT AROUND 100K MILES in the exact year of my model 2012.  That means enough consumers have had the same issues!  So, Mazda needs me to purchase an additional warranty to cover their faulty manufacturing of the vehicle that I purchased on their REPUTATION of excellent manufacturing!!!  So, the $16,900 that I paid was not enough and you know there are known issues!  My reputation has been blemished because I can't get to work!!!  I had to request an ACCOMMODATION from my job to work from home relying on the REPUTATION OF MAZDA.  My circle wonders how this could be with me having my car serviced at Mazda!  Is there something wrong with me for thinking that Mazda should pay me a fair value for my car?  I am a single mom of three children, 14, 13, and 6.  I bought a top of the line SUV to get us SAFELY around.  It failed due to NO neglect from me.  Internal Injuries.  Mazda is Blameless because I didn't spend extra money for a Warranty?  No accountability at all?  Please tell me, that I am NOT going to have to take my claim to social media.  I am a Payroll Analyst, who made a bad decision of spending $16,900 on Mazda?.....

  Business Response

  Date: 10/10/2022

  To whom it may concern,

  All applicable warranties for this vehicle have expired. Any repairs are the responsibility of the customer. 

• Initial Complaint

  Date:10/05/2022

  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.

  Leased a 2021 cx9 signature from tutleclick Mazda in Nov 2020, on day 1 I noticed the rear seat heated seat switch kept on but seat was not warm, and tested the on/off switch but does not turn on. Brought back to dealership few days later for diagnostic, later that day they blamed me install aftermarket alarm. Knock knock, I just got off your lot few days ago, I never installed it nor authorized you installed. However they did try to resolve the problem and needed to order parts. Which due to pandemic I couldn't go back and when it was about to over I needed to travel to work, thus I was never able to go back to same dealership that blame to customer at 1st place even I just leased a car from you...So I let the issue sit there till sep 2022 when I do another oil change at ****** hills Mazda, since now I have time I also asked them to help to check the issue.Unfortunately they claimed the following:YOU HAVE AFTERMARKET WIRING INSTALLED IN HARNESS AND SHAVED HARNESS TO FUSE BLOCK THAT IS CAUSING WHICH WILL NOT BE UNDER WARRANTY COST OF REPAIRS IS ****** I fought back and forth with both dealership without success.This I called Mazda corporate who claimed to resolve the issue for me. At first I had very high hopes. But today 10/5 I called them to get update and a gentlemen just told me:I called ****** hills Mazda and they said Mazda rejected the claim and there is nothing I could do, and you have to pay the amount the dealer asks for.What is wrong with you Mazda, I have been driving Mazda since my first car mada 3, cx7 and 2 other cx9, where this is my 3rd cx9.I think you are going to loss another loyal customer, if you cannot reimburse me the final cost that I am going to receive on 10/6.

  Business Response

  Date: 10/13/2022

  To whom it may concern,

  Mazda approved the repair with no charge. Please follow up with ****** Hills Mazda. 

  Customer Answer

  Date: 10/13/2022

  
  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.

   

  Issue has been resolved by Mazda, thank you.
  
  Regards,
  
  *****************
  
   

  
  

• Initial Complaint

  Date:09/27/2022

  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 Mazda 3 2011. Brought my vehicle in on 3/11/2021 to have the right rear shock replaced due to it leaking was charged $138.78, then on 01/06/2022 it broke again and it was covered under warranty I paid nothing. It broke again on 05/31/2022 same thing broke again but was charged $97.84. it's now September and it's broken again. What is going on? I'm sorry but this doesn't happen with the same part that keeps breaking. My car is definitely way past warranty but I feel as if I'm being scammed here. I've been going to my mechanic for many years and don't know if it's where he's getting his parts or what but Mazda needs to know about this. I'm bringing my car in tomorrow and I'm not paying for this again. I also have all my receipts

  Business Response

  Date: 09/27/2022

  To whom it may concern,

  We appreciate you letting us know. Your are correct, there is a possibility your personal mechanic is not using using genuine Mazda parts or quality parts. 

  Please be aware any repairs will be the owner's responsibility since the warranty has expired. 

• Initial Complaint

  Date:09/26/2022

  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 car, a 2021 MAZDA3, got involved in an accident in May and has been towed to the body shop since then. After four months, the body shop is still waiting for parts from Mazda. The part number is BCJH53810E and was ordered by Passport Mazda. It's really irresponsible for Mazda to just ignore the request from the customer once it's sold. The experience ***** and I'll need to consider whether I would recommend this brand to my friends and whether I should keep faith in Mazda for my next car. It's four months waiting already. I need the part!!!

  Business Response

  Date: 09/27/2022

  To whom it may concern,

  Your case has been escalated to a case manager to assist with expediting with the part. Please allow the case manager a couple of days for follow up. 

  Customer Answer

  Date: 09/28/2022

  Under express warranty of Mazda, the repair should be completed within 30 calendar days. My car was towed to the certified dealer on June 2. Now, based on the information from Mazda and the dealer, the part will not arrive before November 18, and the car will not be fixed before December 9. This is clearly a breach of warranty. Yet, Mazda refuse to compensate for my loss-of-use and rental for the rest period until my car is back. All their response is that they could only provide no more than 45 days for rental, with a incomplete coverage to rental fees, even though I need to wait more than two months from now for my car back. This response is not a good faith to solve the problem.

  Business Response

  Date: 09/29/2022

  Hello,

  The Express Warranty covers manufacturing defect; not accident. This is not a breach of warranty.

  Your case manager, *****, will follow up with you again.

  Regards,

• Initial Complaint

  Date:09/26/2022

  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 Mazda CX5 from ******* Mazda in May 2020. Within two years the passenger front seat stopped functioning with the air conditioned seat and heated seat feauturea. I brought it in to the fixed within the manufacturer warranty features. For the 1st time on 1/20/2022. They claimed they fixed it but it never actually worked. I brought it back on 3/14 then again on 5/16 and then on 6/8 I dropped it off and they kept it for 2 weeks. This time they determined that the technician at Mazda corporate that the seat needed to be replaced/parts needed to be ordered. Each of these times (except 6/8) I was promised a rental car and when I would show up, there were no rental cars available and someone in the shop would have to bring me to work and from work. During the 6/8 2 weeks, I had to ask for our car back because we had a large trip coming up and needed to use the car. I informed Mazda (*******************) that we would be away until 9/1 but wanted to make sure it was repaired when we returned. I made an appt for 9/26 to have the new part installed. I was told I would have a rental car for the day. I showed up this morning and was told there was no rental car and the technicians were not there to do the work even though I had an appt. This has required far too much of my time and gas mileage driving to and from Albany to deal with this issue.

  Business Response

  Date: 09/26/2022

  To whom it may concern,

  Please feel free to contact the ************************** for assistance and support with getting your vehicle repair. They can be reached at ************.

  Regards

• Initial Complaint

  Date:09/22/2022

  Type:Product 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.

  On November 11, 2021 I bought two cars from Mazda of North *****. After hours of paperwork at the dealership, we finally signed for both cars and went home. After realizing all the money they charged us for all the extra warranties, I called the dealership to request that they cancel the extra warranties and leave the price of both cars as initially agreed upon. Finally, in May of 2022, and after many failed attempts for the cancellations to take place, the dealership told me I needed to contact Mazda Protection Products directly. On May 19, 2022 I spoke to customer service and was informed that I needed to send a fax to ************ with the requested details, which I did on that same day, for both cars. For the Mazda CX-5 warranties, I paid $1,425 for their *************** Agreement (***), and $575 for their Prepaid Maintenance Program (***). I was told I would receive a prorated refund in the amount of $1,271 for the *** and $575 for the **** which would be paid back to ***** Fargo as the loan was obtained through them, and the refunds would be applied to the principal. After a month and a half of not receiving any credits to the loan account, I called MPP customer service on July 1 and was told the *** refund was processed in June, and that it would take time to show on the account (even though I told them that we had already received it for the other Mazda, but he assured it had been taken care of). For the *** they needed additional information, which I faxed over that same day and was assured I would get the same refund amount I was told back in May. On July 28, a credit was applied to the account in the amount of $400.34, so I faxed them all the information again, as the amount was incorrect and I was still missing a refund. No response. On August 9, I faxed them again all the information, but this time I included the payment activity from ***** Fargo, showing there were no other refunds in the history of the loan. To this day, I haven't heard from anyone.

  Business Response

  Date: 09/28/2022

  To whom it may concern,

  Mazda *** (manufacturer) recommend you follow up and contact the extended service plan company. They are a different entity from Mazda USA.

• Initial Complaint

  Date:09/20/2022

  Type:Billing 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.

  2021 CX-3 sport payed off with Mazda ******** Services and is unable to produce a Title..Buyers of 2021 Mazda Vehicles be aware, Mazda is not sending titles as required or reissue them in cases of lost in regular mail service,,,,,,,,Mazda ***************** account #********** vin ***************** Staff says unable to verify or show proof of title being sent from There Mazda ***************** center in *************, ** ... No certified mail or expedited and refuses to Resend another Clear and free Title, Buyers beware of 2021 Mazda vehicles on loan with this ********* center from MAZDA Mazda do your due diligence and Provide Title for Vehicle paid off September 9, 2022.. Shame on Mazda North America.. You have lost a future buyer of your Products....

  Business Response

  Date: 09/22/2022

  To whom it may concern,

  We apologize you are having issues obtaining the title. Mazda Financial Services is a different entity from Mazda North American Operations. We suggest you further escalate your request. 

• Initial Complaint

  Date:09/15/2022

  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.

  The air conditioner failed on my Mazda CX-3 and it began blowing hot air. I had the problem diagnosed as an evaporator leak by a reputable national brand automotive repair shop. Upon researching this problem further, I learned there is a ***************** Bulletin (***) issued by Mazda specific to this problem. Reference *** 07-005/21. I contacted Mazda USA ************************** at ************** and was provided case number ********, and the name Takenna as the case manager. My request was for Mazda corporate to authorize the repair at no cost to me. I was advised to take the car for diagnosis to a local Mazda dealer, which I did. I was advised that, once the diagnosis was made by Mazda, I could submit the paperwork to my case manager for further review. The local mazda service center diagnosed the problem as an evaporator leak. The service manager further advised me that because there was no evidence of customer abuse or other outside circumstances that would have led to the part failure, he would characterize the problem as a defect. He stated he called Mazda and that they declined pre-authorization to do the repair. However, he could not tell me why it was declined or who he spoke with. Although I had provided a case # and case manager contact number, that is not who he spoke to. I provided all documentation to the case manager at corporate and again requested that the repair be made at no cost to me due to the known issue. While there is no formal recall for this issue, the language in the *** states the issue "...may be caused by improper brazing (A) of the evaporator (B), causing a refrigerant leak from the joint between the tubes (C) and the header (D)." I followed all recommendations and requests from the case manager and have waited several days to get the repairs completed. As of 3 pm CST Wednesday 9-14-22 I have not had a reply from the case manager as to Mazda's position.

  Business Response

  Date: 09/16/2022

  To whom it may concern,

  The applicable warranty has expired since March 12, 2021. Any repairs at this point would be customer paid.

  Thank you

  Customer Answer

  Date: 09/16/2022

  There are clearly extenuating circumstances regarding the defective part on the vehicle, regardless of the standard warranty.  Mazda USA informed the dealership that the reason for the denial of repair was because I have not had this vehicle serviced at a Mazda dealership.  No mention of warranty limits.  The case manager conveyed that same response to me, that the repair was denied because I haven't had the car serviced at a Mazda dealership before.  The case manager was unable to articulate the relevance of that requirement.  The case manager advised me on 9/15/22 that, at my request, she would provide all relevant information to her internal team for further review.  Also be aware that the service manager at the dealership where the vehicle is located currently told me on two separate occasions that he told Mazda corporate (whoever the dealerships call for pre-authorization of repairs) that his opinion is that the part was defective.

  Business Response

  Date: 09/19/2022

  To whom it may concern,

  The applicable warranty has expired and unfortunately, Mazda will not be authorizing the dealer to provide warranty coverage.

  Regards

• Initial Complaint

  Date:09/13/2022

  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.

  This is the 3rd mazda I have owned in my lifetime. I sprang for the huge 42k price tag on my 2018 Mazda CX-9 grand touring because I had faith in the brand. Unfortunately all my faith is now lost. The car is only 4 years old and the cylinder head has cracked resulting in a 5k repair bill. The quality mazda in *** ** has already had my car for 3 wks. Apparently the part they ordered arrived broken and I am still waiting on another. Mazda is aware of this issue as they issued a blo to the mechanics. Mazda attempt led to call the dealer twice while they had me in hold and since no one answered they arent doing anything to help me resolve this matter. Mazda should be stepping up and covering this cost as it is a known issue with this vehicle and I cant get a straight answer or any help from corporate or the dealer. ****** disappointed with Mazda. I was planning to trade it for the latest model in spring but thats on hold pending how they handle this matter. I would like to hear from someone who has the authority to resolve this and not just a platitude by their reputation manager telling me how sorry they are and that I can contact them. If and when that happens I will update this complaint.

  Business Response

  Date: 09/14/2022

  To whom it may concern,

  Your case is currently being reviewed by the Customer Experience Team. Please keep in mind your vehicle is outside of warranty but allow the team to complete their review. 

  A team member will reach out with a decision.

  Regards

• Initial Complaint

  Date:09/10/2022

  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 2015 Mazda 3 in July of 2015 brand new. The infotainment and hands free phone system has become non operational as of August 2022. I started the car one morning and the system was in a continuous reboot loop in which the Mazda insignia keeps flashing on the screen. Mazda corporate suggested that the system might need software updates and that this might resolve the problem. I made an appointment at ********** Mazda on ****** to have the updates performed. Unfortunately I was informed that the technician could not do the updates and that he determined that the *** or Connectivity Master Unit, had to be replaced.A price of over $700 was quoted to me. Invoice ******. This item is not an ordinary wear and tear item and should not fail at ****** miles. ****** would be willing to purchase the car from me in its current condition except at a steep discount. Mazda should replace this unit at no cost to me . Los. Of the hands free capability is also a safety issue that must be addressed. VIN number is *****************.

  Business Response

  Date: 09/12/2022

  To whom it may concern,

  Since the New Vehicle Limited has expired, any repairs would be the owner's responsibility going forward. 

  Regards

  Customer Answer

  Date: 09/13/2022

   I hereby reject this response as Mazda is ignoring the fact that its product, namely the infotainment system and hands free device, is subject to a defect that is outside the normal sphere of expected industry reliability and maintainability standards. The failure of the hands free function is a safety related item that is subject to recall and I fully expect that such action will occur in the future. The defect indicates a design flaw for which Mazda should take responsibility. Failure to do so will result in loss of consumer confidence in the Mazda product.Consideration demanded is repair of the problem at no cost to the customer.

   

  Sincerely

   

  ***************************