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:09/10/2022

  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.

  Mazda **************** as ignored my requests or call me as promised, which is very unprofessional and unethical and should stop deceiving people with statements like " Im grateful to have had the opportunity to assist you and appreciate you being a part of the Mazda family". I own two Mazdas CX5 and CX9. The CX9 is a 2020 model and has been in the body shop since the 16th of February 2022 because of lack of parts.I have now called Mazda customer service multiple times and speak to people who don't provide their full names and no extension numbers and appear either clueless or helpless. Yesterday the lady was nice but basically told me Mazda can't do much for me to get the parts for my car.I requested to speak to the manager because it appears i am wasting my time communicating with regular customer service and they don't respond. As long as Mazda keeps selling cars in the USA, they should have a 'legal responsibility to provide the necessary parts and services'. If this is not required Mazda should add a disclaimer "that Mazda don't guarantee parts for the car after it is sold". I am sure this will turn things around for this company.I want this issue sorted out .. it's been almost 7 months now.

  Business Response

  Date: 09/12/2022

  To whom it may concern,

  Mazda has submitted the request to expedite your parts. Your CEC representative will follow up once more information is available.

  Regards

  Customer Answer

  Date: 09/12/2022

  The response is very non-specific, how do they know which parts are required, i did not mention any in my original complaint. This is what the customer service of ****************** does to frustrate customizers. They have not contacted me.

  Car companies should not be allowed to sell cars if they can't provide the necessary parts and services to customers in a reasonable time. It's now 7 months for my car which is a 2020 CX9 and is still being sold my Mazda. 

  I am sorry but this response is not honest or sincere.

  **************, MD.

  Business Response

  Date: 09/13/2022

  Hello,

  We were able to locate your case using your first and last name. You spoke with the customer service team 9/9 and the representative submitted the request to expedite the parts.

  Regards

  Customer Answer

  Date: 09/19/2022

  I have been dealing with Mazda for the parts now for 7 months and now the potential date is the week of 10/17. I don't feel any reassurance dealing with this company. It will then be 8 months since this process began and Mazda has been selling the same car all this time. 

  I strongly feel if Mazda is an Honest and sincere company they should not be selling cars in ******* when parts can't be provided in a timely fashion. They should be Honest about their business and let customers know before they buy a Mazda that parts are a problem. The inconvenience and financial stress i have had to deal with is unfortunate and i feel Mazda should be more responsible to their customers.

  Thank you,

  **************, MD.

• Initial Complaint

  Date:09/08/2022

  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 financed Mazda CX-5. I recently moved to a new state and need to transfer the registration. I'm very frustrated with the experience with Mazda Financial. I sent the request to mail the title to my local *** on August 9. On Sep 2, I went to the *** and they said that they didn't receive the title, and also they only accept delivery with a tracking number. Then Mazda informed me that the title was returned and it was sent in regular mail which does not have a tracking number. Okay, I guess I know why it got returned.So I requested the second time, providing my ***** account number, and emphasized that please re-send the title WITH A TRACKING NUMBER and do not send it in regular mail anymore because the *** will not accept it. I also asked for a tracking number once the title was sent out again. I was told that no problem with it and that they will be able to provide me with a tracking number. Today, I called Mazda customer service again. I was told that the title was sent out again on Sep 7, but there is no tracking number! My ***** account also does not show any related activity. So now the title was sent out again in regular mail and I have to wait another month for it to be returned back. It is totally a waste of my time.I'm seeking ways that Mazda Financial can confirm with me that they'll do it in the way they promise, i.e., mail the title with a tracking number and give me that tracking number.

  Business Response

  Date: 09/09/2022

  Hello,

  We are sorry but you reached out to the wrong entity. Mazda Financial is a separate company. Please call ************.

  Thank you

• Initial Complaint

  Date:09/07/2022

  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 am currently leasing a 2020 Mazda Cx30 and I am having battery issue where the car sits more than two days the car will not start up and i will need jump it in order to start it up since last year. I went to two local Mazda service department to have it fix however no luck and they could not find the root cause. 1. Jan 13 2021 ******* mazda 2. May 25 2021 ******* mazda 3. May 19th 2022 ******* mazda 4. Aug 9th 2022 ************* mazda In addition, I even called *************** mazda motor corporation for help and opened several tickets and I have no luck.

  Business Response

  Date: 09/08/2022

  Hello,

  Thank you providing the repair orders. The dealer noted on the August repair there is an aftermarket rear view camera installed. This is more then likely the root cause.  

  If the camera is left plugged in while the car is off, it can still pull electrical current and also, the camera may prevent the various modules from fully shutting off.

  We strongly recommend immediately unplugging the camera when the car is turned off.

  Regards

  Customer Answer

  Date: 09/08/2022

  Since bringing it to ************* Mazda early August, we have been using the car everyday and until this Sunday til Wednesday, we didnt need to use the car. We had to jump the battery yesterday in order for it to start. We took the advice not to use the accessories and that didn't work and supposingly if so they should look further and i am left hanging here. 

   

  In addition, I attempted to call ************* Mazda car service department yesterday and even called Mazda corporate number using previous cases. I opened and no one got back to me. Please advise. 

  Business Response

  Date: 09/08/2022

  Please make an appointment for another inspection. We will make sure the dealer opens a ticket with our Technical Hotline. 

  We will ask them to check for parasitic draw while the car is off. 

  Please confirm again there is absolutely no aftermarket components plugged in. No aftermarket alarm system? No insurance trackers plugged in?

  Customer Answer

  Date: 09/09/2022

  Hello,

  I am rejecting this because it is not fixed yet.

   

  So happens next Friday Sept 16th, I booked an appointment with ******* Mazda to have the oil change. In addition, we made note that of the battery issue other day when it happened. Supposingly they will check on it. No, on any of the components plugged in.

  Thanks

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

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

• Initial Complaint

  Date:09/02/2022

  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 bought a 2020 Mazda CX-30 on June 27,2022. The previous owner had deactivated connected services on the car. I was told that I needed to contact Mazda to have Services reactivated. I did so and was told it had a recall that needed to be done to correct this. I took the car in for the recall and the services still didnt work. I again contact Mazda and they said it had to be sent to another department to be activated. I have called 2-3 times a week since then. Often with no response from the representative I was told was handling my case and spoken with numerous people. Results are being hung up on no call back and still no resolution. Finally on 8/26/2022 I received an email that it was activate and surprise it still is NOT. Through all of this I have been told it should have only taken 2 business days. Once I was told 2 weeks. I do not understand what the problem is. I would just like someone to fix this finally.

  Business Response

  Date: 09/06/2022

  To whom it may concern,

  Mazda is working on your request. A subject matter expert is working with our technical team activate the services. Please feel free to contact your CEC Rep for updates. 

  Customer Answer

  Date: 09/09/2022

  still not resolved its been over 2 months and no one calls me back. 

• Initial Complaint

  Date:08/17/2022

  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.

  In late April, my car that was less than a year old and fully covered under warranty, broke down while on vacation. At the direction of Mazda, the car was towed to a local dealer for repair. The repair was scheduled to take 3-5 days and occur after I was supposed to leave ******** to drive back to ********.Mazda advised me to rent a car, drive home and then they would be able to reimburse me for the rental, and transport my car to me. Securing the transport took two weeks and resulted in a rental car **** of ~$2700. I was assured by Mazda that it would be reimbursed. The first attempt of reimbursement was declined, because they said the wrong department handled it. They have since asked me for the same documentation 3 times, each of which I provided the documents.I am assigned a case manager, Kenthis. She does not return my phone calls or emails. Every week I call 1-2 times and speak with a different person. It is always the same message, I will send a note to your case manager, they are unable to connect me with anyone else, or expedite the process.Thank you in advance for the support.

  Business Response

  Date: 08/18/2022

  To whom it may concern,

  We apologize for the delay with the reimbursement. ******* will be calling you no later then tomorrow and she will be submitting the check reimbursement as well. 

• Initial Complaint

  Date:08/15/2022

  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.

  I received a recall notice for my 2019 Mazda CX-5 several months ago to replace a potentially faulty fuel pump. When I received a letter indicating the part was available, I promptly made an appointment with the local Findlay Mazda dealership in *********, **. The letter from Mazda indicated that the vehicle repair would be completed in about 1 1/2 hours, but when I got to the dealership, they informed me it would be more like 4 hours. I was not going to wait there that long and there was no option for a ride home from there, so I ordered a Lyft ride. Both Lyft drivers to and from indicated that Findlay dealerships always cover the cost of the rides, but when I questioned this upon picking up the vehicle, I was told that no Findlay dealerships offer that benefit. Out of curiosity I called a couple of Findlay dealerships and their service departments indicated that they do cover Uber/Lyft rides. However, I was told to submit my receipts to the dealer which I did upon returning home. Not only did the dealership lie about other Findlay dealerships covering the cost of rides, they did not get back to me. Now I am stuck paying $37.98 for rides that never would have occurred had it not been for a recall on that vehicle that I had no control over. I have a receipt to support the cost of the rides if needed.

  Business Response

  Date: 08/16/2022

  To whom it may concern,

  Findlay Mazda is an independent franchise who may or may not offer additional benefits like Lyft rides for their customers. If they do not, unfortunately a reimbursement would not be available. 

  Customer Answer

  Date: 08/16/2022

  Mazda Corporate can certainly reimburse me for the cost of Lyft expenses even if the dealership does not. And the vehicle was there only because of a recall notice.

  I would hope Mazda would expect their dealerships to provide excellent customer service that includes not lying to customers about what services are provided within their dealership group. Findlay is a well known dealership group in my area and the dealership certainly could have provided a drop off and pick up service for the 3 mile drive to my home.

   

  i

  Business Response

  Date: 08/17/2022

  To whom it may concern,

  The Recall program does not include reimbursement for alternative transportation. Unfortunately, Mazda will not be able to provide a reimbursement. 

  Regards

• Initial Complaint

  Date:08/05/2022

  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.

  Back in February, a person without car insurance ran a stop sign and hit me while I was driving, resulting in a bit of damage to my brand new Mazda cx-30. My car has been at a body shop since the day I was hit, and Mazda will not release the parts needed to fix my car. I have called customer service multiple times and have been told that the parts were to be expedited and someone would follow up with me in ***** hours. No one ever followed up. I have never been late or missed a car payment since leasing the brand new car in January. While I understand there have been delays, five months is more than enough time. It is upsetting that Mazda has not followed through in shape or form.

  Business Response

  Date: 08/08/2022

  Mazda has confirmed all parts arrived at the local body shop. 

  Customer Answer

  Date: 08/08/2022

  
  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:08/04/2022

  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 high pressure fuel pump broke unexpectedly on our Mazda. The car only had ****** miles on its speedometer. The cost to replace it including labor was $1,295.26 paid by me. Generally, high pressure fuel pumps last at least ******* to ******* miles. My wife ******** contacted Mazda about this issue and was told that we will be reimbursed for this repair. Case #******** was started on May 27, 2022. We forwarded Mazda all required documents, including bank statement, W-9 form, invoice from car service showing the reason for repair, however after over 2 months the case hasn't moved anywhere. We are not receiving any updates from the business and ******** has to call customer service every other week only to hear excuses. Last update was two weeks ago when she was asked to resubmit our bank statement which was already provided to Mazda a few weeks before. Several comments we provided to the business were the following: - we buy premium fuel for our Mazda - the oil has always been changed on time or even earlier than recommended by official Mazda car service. - the car had only ****** miles (****** km) on it when the pump broke. Usually, high pressure fuel pumps last at least ******* to ******* miles. *********** the oil was always changed by official Mazda car service and that we are buying premium fuel for the car, we are presuming the fuel pump was defective since it broke so early. We are seeking reimbursement of $1,295.26 for repair of a defective part. Sincerely, ****** and ***************************

  Business Response

  Date: 08/04/2022

  To whom it may concern,

  A representative should have reached out to resolve. Please confirm if you have pending concerns. Thank you

  Customer Answer

  Date: 08/04/2022

  I do not accept the response provided by Mazda. I have asked for reimbursement of my expense replacing a defective high pressure fuel pump in my car. The cost of the part and labor was $1295.26. From the beginning of my conversation with Mazda customer service I was asked to submit more and more documents and was led to believe that the reimbursement is approved and is being finalized by the accounting department. I was told specifically on the phone by **** on both June 22 and July 14 that the check in the full amount will be mailed out to me "next week". I was even asked to submit a W-9 form which I did!
  

  Now, out of sudden, all Mazda is proposing is three gift cards for $150, $150 and $200 that can be used for service and parts only at authorized Mazda dealerships which all expire in 12 months. I won't be able to use these gift cards since I purchased prepaid service plan which covers oil changes and I still have about $600 on that plan to spend.

  Why couldn't Mazda stand by its promise of high quality cars, accept that the part was defective and, instead of proposing useless gift cards, honor its promise to reimburse my expense. This part can't fail at ****** miles with premium fuel and timely oil changes. I'm reading on various car forums that my case is not singular and other people experience the same problem. You should look into this problem further.

  Sincerely,

  ******** and ***********************
  

   

  
  

  Business Response

  Date: 08/05/2022

  To whom it may concern,

  All applicable warranty for VIN ***************** has expired hence the repairs are the owner's responsibility. The egfit certificates are the most appropriate options for this situation. 

  Customer Answer

  Date: 08/11/2022

  I appreciate the fact that the warranty has expired, however you totally neglected to address my facts: mileage on my car and why the part broke so early?

  My major concern though is why Mazda representative was making us believe on the phone that we will be reimbursed. Please listen to the conversations I had with ****. During the last conversation I was told to again submit my bank statement and was told that this was the only reason why the refund has been mailed yet. 

  This is our second Mazda car in the family and we were always happy with the service and quality we received, but this incident questions both service and quality and whether ************ will be Mazda.

  Sincerely, ***************** family
  

• Initial Complaint

  Date:07/29/2022

  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.

  Purchased a 2022 Mazda CX-5 April 2, 2022 from ***** **** Mazda in *** ******* and less than a month later the beige leather driver seat was stained (picture taken and sent to ******* ******** at the dealership on 4/17/2022).
  Have brought the car back several times (on my own time and dime mind you) and the only thing they did was re-stain the leather which still shows the stain through it. Now I sit on a towel because I’m concerned to damage more.
  For context, I was wearing black yoga pants that were several years old and had been through the wash dozens of times already.
  I came to the conclusion that the vehicle either wasn’t properly treated at the factory, not treated prior to purchase or they just have horrible leather quality. A friend of mine has the same leather interior in her ***** and NEVER had this issue.
  Finally, what I thought was a light at the end of the tunnel because they were just going to swap out the vehicle, because truly I don’t think the quality of leather is sufficient for a $36,000 vehicle and would much rather have black interior, they have me come all the way down even though I asked how it would impact me ahead of time but they were not transparent and upon arrival they tell me want to run my credit again to swap out the vehicle. In order for Mazda to correct a defective product they are making the consumer pay?? Yea not okay.
  I even was willing to meet them halfway and tried to get them to get seat covers because if they can’t rectify the issue, then at least I want to prevent more damage. Stopped getting response from my Sales guy so doesn’t sound like they will be doing anything to rectify this.
  Mazda leadership doesn’t care about their quality of product and they sure do not care about the consumer.
  First picture is less than a month the stain that appeared. The other 2 photos are after they tried to re-stain the seats and still shows the stain through it.
  Now as of 7/28 I noticed the leather on the door is now cracking in half.

  Business Response

  Date: 08/08/2022

  To whom it may concern,

  This matter was escalated to dealer management. Please wait for dealer to contact to resolve. 

• Initial Complaint

  Date:07/29/2022

  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 leased a 2021 CX-5 On 4/11 it was involved in an accident. Vehicle was towed to Hall Mazda body shop. It was there almost 3 months, awaiting parts. NUMEROUS calls to Mazda customer service yielded nothing but empty promises. The parts are being "expeditated"Finally, the insurance company totaled the car.Now I am forced to purchase a vehicle. (my lease payment on the 2021 was $254.07, due to market conditions a lease on a 2022 will be over $550) I made 3 lease payments on a car that was sitting in the shop. ($762.21)Cars are also in short supply, Bottom line is I have been without a vehicle close to for months, Mazda will NOT respond to ANY of my emails or phone calls.While I realize we are in a difficult business environment, however Mazda MUST figure out how to take care of their customers!! They act like they just do not care!!

  Business Response

  Date: 07/29/2022

  To whom it may concern,

  Please clarify, has the vehicle been totaled by your insurance? We don't see this as a situation where reimbursement is appropriate. Mazda

  has no affect on the time an insurance company decides to total a vehicle. In many instance, insurance companies can deem total lost without even ordering any replacement parts. 

  Regards

  Customer Answer

  Date: 07/29/2022

  Sir

   

  This complaint HAS NOTHING TO DO with the insurance company and their response time to totaling the car!!

   

  It has to due with Mazda's inability to provide replacement parts to repair this vehicle.

  I have been with a car for almost 4 months because this issue.

  Mazda has failed to provide parts all the while claiming that the parts are being "expedited"

  Their "customer service" has been disgraceful, and they should be ashamed to treat a repeat customer is such a manner!!

  They have an opportunity to do the right thing in this case!

   

  Thank You

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

  Business Response

  Date: 08/01/2022

  To whom it may concern,

  We are still unclear why you feel the parts should have been provided when your insurance totaled your vehicle. Our understanding is the vehicle does not get repaired if it is totaled so there is no need for parts.

  In our experience, the insurance companies decision to total a vehicle is fairly quick and replacement parts usually do not impact their decision. 

  Customer Answer

  Date: 08/07/2022

  Sirs

   

  Please reference the case #*** 27 453 filed with Mazda customer service, perhaps that will provide additional insight into this issue.

   

  You state that you do not understand why Mazda should provide parts for a vehicle that was totaled.

   

  The REASON the vehicle was totaled was Mazda's FAILURE (after 3 months of waiting) to provide the needed parts!  Had Mazda provided the needed parts, I would have a repaired vehicle still have a favorable lease agreement.  As it now stands I still have NO vehicle.  The question becomes, will I purchase a new Mazda of something else??

  Will Mazda do the right thing and provide incentive to maintain a loyal customer???

   

  Thank You