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:07/25/2022

  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.

  In the beginning of June I had my car serviced at a local Mazda dealership. During this service my car was damaged, among other issues. After trying to resolve the issue with the business, I contacted Mazda Customer Experience on June 18. Per agent request, on June 23 I provided all required details and evidence. After not receiving any answer for two weeks, I tried to call Mazda on multiple occasions during last couple of weeks. I was assured many times that I would be contacted within one to twenty four hours but it never happened.

  Business Response

  Date: 07/26/2022

  To whom it may concern,

  You comments have been forwarded to a Team Lead with the customer experience center. A call will be made to you within 24 hours.

  Thank you

  Customer Answer

  Date: 07/27/2022

   I have not received any phone call from Mazda.

  Business Response

  Date: 07/28/2022

  Please check your email. ***** responded yesterday. 

  Customer Answer

  Date: 08/01/2022

   I received email stating that the case is being investigated. They offered me a dealership e-gift, but no solution to my complaint.

• Initial Complaint

  Date:07/25/2022

  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.

  Weve owned a certified preowned 2017 Mazda CX-5 for less than 2 years and its barely been driven. The Infotainment screen has a serious problem with ghost touching. Mazda is aware of this issue and issued a service bulletin for 2014-2016 Mazda 3's to have the screen fixed for no cost. The 2017 and 2018 uses the same exact screen and is prone to the same issue, but Mazda will not stand by their product. The dealership I purchased from says its out of warranty and not their problem. A simple ****** search will show you this is a common issue and Mazda does nothing about it.

  Business Response

  Date: 07/26/2022

  To whom it may concern,

  The dealership is correct by saying the applicable warranty has expired. Please feel free to call the ************************** with any questions.

  Regards

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my Mazda Cx30 new June 28,2022. It had 11 miles on it. On July 19th a Critical Vehicle Malfunction warning appeared. I took the car to the dealership where it was purchased. I was placed in a loaner and told Id be contacted regarding the car. After not hearing anything I called the dealership the following afternoon. I was told the alternator, battery, battery fuse box and a portion of the engine harness need ti be replaced. Was told the connector melted to the alternator. I was then told one of the parts is on back order and wont be available until September. This is completely unacceptable. I purchased a new car that Ive had for less than 4 weeks. There is no explanation as to why this happened. I feel I should receive a new vehicle or be reimbursed for the entire purchase amount

  Business Response

  Date: 07/28/2022

  Please continue to work directly with your handling representative Gretchent towards a resolution. 

• Initial Complaint

  Date:07/18/2022

  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 parts back ordered, was told parts will be ready, 3 months passed and still waiting for parts. Currently paying monthly fees and car rental fees for over 120 days.

  Business Response

  Date: 07/19/2022

  To whom it may concern,

  It looks like you spoke with the ************************** on July 18th. The handling representative requested the part be escalated to Mazda of ****.

  The handling representative will follow up once he receives more information.

  Thank you

• Initial Complaint

  Date:07/18/2022

  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.

  The hood of my Mazda CX-5 (VIN # JM3KFBL0H0149082) was dented in a parking lot requiring a new hood. Caliber Collision in ********, ******** was given the repair order as suggested by my insurance company, Safeco. The order for the hood was made on 3/20/22. They have not been able to secure a hood after searching the entire ***. The reason I have been given is that Mazda is not making parts for older models-just new cars. I have now accumulated over $2,000 in car rental fees as the insurance allows $1500. Everything after is my responsibility.I contacted the parts dealer, *** at **** Mazda(************* in June. He confirmed the reason for delay, and suggested I contact Mazda ******** care as they may be able to expedite the part.On 6/14, I called Mazda ******** Care and spoke with ******************************** **********. She said she would expedite the matter. I gave her the parts number and the name of the parts dealer. In a day, she emailed me asking for more information, as she needed the order number. I gave her ***** phone number, and I have not heard from her since.I called again and spoke with **** of Mazda ******** Care on 6/28. She confirmed the issue, but had no update. She indicated ********* would get back to me, but said they would probably reimburse the rental fees..I have called numerous times and sent numerous emails asking for updates to no avail. Their customer service number goes straight to voice mails. Their online chat seems to be permanently frozen in the busy mode.I am sending a copy of this complaint to *********************** at the district office.

  Business Response

  Date: 07/25/2022

  To whom it may concern,

  You concern has been escalated to a CEC Team Lead for review. A representative will follow up after researching your case.

  Regards

  Customer Answer

  Date: 07/25/2022

  
  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,
  
  ***************************************
  
   
  

  Customer Answer

  Date: 08/18/2022

  I have not heard anything for some time. What is Mazda waiting for? 

  
  

  Business Response

  Date: 08/23/2022

  We apologize for the delay. Another escalation request has been submitted to a Supervisor. 

  Customer Answer

  Date: 08/27/2022

  I have received an email from a ************* representative.  She is requesting a copy of the bill, rental agreement, and W9 form.  Enterprise Rent a Car does not provide written copies of the agreement.  Corianna at the ******** store will confirm the rental agreement.  Her email is ******************************.  

  I have attached the bill as well as the W9 form. The charges range over 3 months, so I don't have all staements as yet.  ************** receipt confirms that all charges were paid by me.  I expect reimbursement immediately.

  Thank you,

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

• Initial Complaint

  Date:07/18/2022

  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.

  Re: Mazda Customer Experience case ******** On February 20, **************************** Queens ** in our leased 2019 Mazda CX-5. The engine failed. The engine head had to be repaired. My wife left the car in the nearest repair shop and called Mazda *************************** She was advised to have the car taken to a ******* Mazda Dealership in Queens **. Mazda ************************** advised my wife that we were covered for a rental car. We rented a car for the duration of the repairs from February 21, 2022 to March 29, 2022. I learned today, July 16, 2022, in another of many phone calls to Mazda Customer Experience, that a manager denied payment of our accrued costs of $1170.24. I was never formally informed that I would not be paid. The Customer Experience Representative refused to give me the name or address of the Manager who declined the payment, her supervisor or any Mazda Management representative. When I insisted on speaking to someone in authority, she advised me that she would be hanging up and promptly hung up on me. I was not surprised by this because my wife and I have been hung up on many times by Mazda Customer Experience. They also have told us that they would call us back or have a supervisor call us back which never happened. They also provided numbers to phones that no one answers. In addition, to add further insult, I recently returned my 2019 Mazda lease for a new 2022 Mazda lease from ***** Mazda in **********. When I was negotiating for the new lease with ***** Mazda I was told that they could not help me with my issues with Mazda Customer Experience (I had not yet been informed that they were refusing to pay me or I never would have leased another Mazda). Any assistance that you can provide to obtain reimbursement for my costs could not repair the unnecessary time and aggravation it has cost my wife and I with regard to this Company. I have documents and timelines of our contacts with this Company if needed.

  Business Response

  Date: 07/22/2022

  To whom it may concern,

  Your reimbursement request has been approved. A case representative will contact you to discuss details.

  Thank you

  Customer Answer

  Date: 07/29/2022

   I have received no contact from Mazda and I received no reimbursement of what is owed to me. This is the same thing that they have been doing to me for months. They will say anything (including lying and hanging up the call) and never follow up.

  Business Response

  Date: 07/29/2022

  To whom it may concern,

  I can confirm the reimbursement has been approved for $1,104.91. Thank you

  Customer Answer

  Date: 08/05/2022

  I received no contact from Mazda. No email. No mail. No phone call. I have received no reimbursement for the expenses that I have incurred. They are not truthful. They have no customer service.

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

• Initial Complaint

  Date:07/15/2022

  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.

  mazda had three recalls on our vehicle, they told us they would pick it up and return the vehicle to us. when i called mazda america to get it brought home they told me that they didnt do that. i spent two days trying to get this resolved ive talked to numerous people before i finally got with the rep decia who got it resolved we thought but its been two days no car. i am in a wheelchair and i told them this this was the only way i could do this, my car is in ******** ***** at the dealership fixed but they still havent brought it to me. i have been without transportation for a week now

  Business Response

  Date: 07/28/2022

  Please confirm if your vehicle has been towed and delivered. ***** should have arranged everything for you.

  Customer Answer

  Date: 08/01/2022

   We had to travel 75 miles to pick up the car at the ******* dealer ship they had it for a little over a week. On the way home we noticed a viberation in the front end and every couple miles it would pull to the right. i thought it was rough roads because we were driving through quite a bit of high way construction. We called the dealer ship and told them about the problem they got all defensive and said they test drove it. Now they want us to bring it back to them need less to say I am not a happy camper 

  Business Response

  Date: 08/02/2022

  Thank you for letting us know. How may we help with this situtation?

• Initial Complaint

  Date:07/12/2022

  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 name is *******************************. I am contacting you regarding my customer experience with ********************************************************************. I was in a car accident in March 2022. I was hit by a driver and thankfully my Mazda protected me and I was extremely grateful, I even sent them a message of praise for their products protecting me so well. Unfortunately things have only gone downhill from there. I have spent countless hours on the phone pleading with representatives to expedite the parts or make this situation right. It has been four months with no vehicle. It is a new 2020 Mazda Cx5 so it was recently purchased and had less than ***** miles on it. They have given me many dates when the door and other parts would be available, all of which have been pushed back many times. I am really struggling and have had to continue making payments on this vehicle. They recommended I ask my dealership to provide a car, which the dealership refused because they are privately owned. I feel as though I have been patient and willing to work with them. The person assigned to my case, whom Ive contacted many times refuses to call me back or answer the phone, which leaves my only choice to call the regular customer service line, explain my situation, and then tell me they will re-expedite it. Representatives promised in April and May that if expedited it would be there in a few weeks- the latest a month. If this does not get handled soon, I will have to find legal representation. The business is failing to get these parts sent to the parts department promptly. I understand the impact of the pandemic but it is not right to treat a customer like this and continually lie to them.

  Business Response

  Date: 07/13/2022

  To whom it may concern,

  You case has been escalated to ************ who is working directly with the body shop to accurately obtain the parts. ***** will reach out to you directly with updates.

  Regarding your repurchase request, unfortunately, accident related downtime is not covered under the state lemon law. Mazda can definitely review for compensation while the vehicle was down.

  Regards

• Initial Complaint

  Date:07/12/2022

  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 got in an accident on April 5, 2022. It has now been over 3 months since I have had my vehicle. Geico has a 30 day cap for getting a rental, so I am now having to pay $1300 (including my lease price I am still paying monthly despite not even having my car). They keep giving me dates that parts will come in and most recently I was told the final part was delivered to the shop on June 30, 2022 only to call the shop and they do not have such thing. They seem to have "lost" this part somehow which doesn't make any sense since everything these days come with tracking numbers. They will not give an answer as to if I will get reimbursed for the rental until the car is back with me. I have drained my savings trying to pay for the rental and lease. They need to just pay as the time goes. At this point I would prefer to just be reimbursed for my lease and rental the last 3 months and let out of my lease so I can find a car elsewhere with a business that has good customer service. Or at best just give me a loaner car, after the last 3 months of my lease and rental car payments are reimbursed to me. The lack of communication and unanswered phone calls and empty promises is getting to be absolutely ridiculous. I am warning everyone to just stay from Mazda at this point. It *****, because I do love my car but I would much rather deal with a company that actually has knowledgeable, trustworthy customer service.

  Business Response

  Date: 07/12/2022

  To whom it may concern,

  Your concern is being reviewed with ********, the handling representative and her team lead. ******** is confirming the exact status of the part. 

  Regards

  Customer Answer

  Date: 07/12/2022

  No way do I accept this response whatsoever. We have not heard from ******** in days. She never answers her phone calls. My parents have both been speaking with people and are getting completely different information. The service is an absolute embarrassment and is now causing incredible stress and major financial issues. We will look into taking legal action if we still are receiving conflicting statements and no responses to emails or calls.