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:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These morons don't know anything about sound! What kind of garbage sound system they put in these cars that cost over 15k? You think that's cheap? Already giving out! Garbage bass! Idiots! Their buttons don't light up at night and interior parts fall apart! Stick to making food! You don't know anything about cars and I hope crushing tariffs are imposed upon these imported vehicles!

  Business Response

  Date: 11/15/2024

  Please feel free to contact the **************** team at ************.

  Thank you

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, We purchased a 2024 Mazda CX90 5/18/23. Not long after we started having numerous issues including suspension noises, door handles sticking, software problems, steering issues while driving, lift gate in back not shutting, and multiple recalls. Im sure there are few other things I could have missed. This vehicle has been in the shop many days and weeks at a time and we are still having recurring issues and new ones arise from time to time. Our local dealership ******* Mazda has done there best but not Mazda ***. We are filing this with the BBB for some help in resolving our problem. We have filed a formal complaint with Mazda USA on 5/14/2024 and have ask for the vehicle to be bought back as a Lemon. After many months of following there protocol and many more times in the shop Mazda USA has not responded any longer to our calls and emails. Please let us know how we should handle and we hope that the BBB can help us with this. ************ is our number if needed.

  Business Response

  Date: 11/20/2024

  To whom it may concern, 

  Please submit your official buyback request via mail sent to Mazda Corporate. 
  

  Thank you

  Business Response

  Date: 11/27/2024

  There is already a case specialist working with this customer. Please have the customer follow up with their case specialist or wait for a response.

   

• Initial Complaint

  Date:11/11/2024

  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.

  On 1120/23 , I Purchased a motor vehicle from our dealership ( *** ***** Mazda at ****************) Mazda CX 90 2024 hybrid fully loaded. The vehicle has not been satisfactory because in December 2023, the car started showing the air bags malfunction sign on the dashboard, so I called the dealers but their office was closed until January 4 , 2024 and made an appointment to drop it on January 4. The mechanic inspected my vehicle and agreed to fix he problem under warranty the car stayed there until January 15, 2024 because of they found another problem that is the left radiator was leaking ,so they have to order the part so took them foe 11days to repair and to handle the car tomorrow me .however another problem started around February *******, it was the engine malfunction sign on the dashboard, when I called my dealer ,the mechanic told me not to drive it and they will send a tow truck to tow the car o the dealership location .I talked to mechanic around Monday on February 19, 2005 they told us the problem was the right radiator leaking and they said ,they have to order the parts and replace he radiator also he chager is overheating and the steering wheel has been recall. My car has been in the shop over a month and 9 days . I picked my car 03/ 26/ 2024 .Again I took my car to the dealers for service on 8/9/24, and again the radiator problem. I picked the car on 8/30/24. We took the car for service on 10/22/24 , and another radiator problem. We picked the car on 11/8/24 We have been talking to Mr. ****** ******* their representatives regarding the lemon law process since Apirl 2024 but we didn't get any answers . We have been out of of work every time the car is in the shop .

  Business Response

  Date: 11/11/2024

  To whom it may concern, 

  We apologize for the delay. Case Specialist ****** will be following up with you. 

  Thank you

• Initial Complaint

  Date:11/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 6, 2024, my 2021 Mazda CX-30 would not start while the vehicle was still under warranty. After Mazda's roadside assistance assessed the battery, I contacted two authorized Mazda dealerships: ********** Mazda (*******, **) and Suburban Mazda (****************, **).Both dealerships indicated they had no technicians available for the weekend. Neither dealership offered a loaner vehicle. Suburban Mazda suggested I have the battery checked at an auto parts store. Without transportation and unable to wait several days for service, I purchased a replacement battery from Advanced Auto Parts for $219.99 plus ****** September 2024, I sent a detailed certified letter to Mazda requesting reimbursement for this warranty-covered repair, including all relevant documentation. To date, I have received no response from Mazda regarding this matter.I am seeking reimbursement for the battery replacement cost.

  Business Response

  Date: 11/11/2024

  To whom it may concern, 

  Please call the ************************** to discuss your concerns. The team will be best to review and make a decision.

  Thank you

  Customer Answer

  Date: 11/11/2024

  I already contacted the customer experience center via certified mail and did not receive a response. Advising to contact them via phone is not a solution.

  Business Response

  Date: 11/11/2024

  I am sorry but a calling into the center will be the quickest way to get an answer. Filing a claim with the BBB is not the first step in seeking reimbursement.

• Initial Complaint

  Date:10/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I inherited my Mazda CX-30 from my mother about 2 years ago. From the time I began driving the vehicle I was able to remote start the vehicle, now I have received a message that my trial has expired on this feature. Issue one is that I don't recall having seen anything that said this was a free trial feature, it is not clearly listed on the app when you use the app (as in nothing on the app that indicates when it will expire or that it is a trial feature). Issue two is that there is no other way to remote start the vehicle even though it is sold as having this feature (there is no remote button on the key fob) this is something that was specifically asked about when the vehicle was purchased. A $10 a month price tag is simply way to much for a feature that is built into the the vehicle that was paid for. ****************************

  Business Response

  Date: 11/04/2024

  The ***************** feature is a subscription based which was offered free for the first 36 months. Please feel free to contact Customer Support for additional questions. 

• Initial Complaint

  Date:10/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my vehicle (2023 Mazda CX50) brand new in Feb 2023. The seats immediately began to fray and the threading was coming apart on all the seats. Over several months Mazda ***laced the seats 3 times. By the 4th time they put a stop to the ***lacement and told me they would get better made seats. That was in July of 2023. Since that time Mazda customer service and my dealership has largely ignored me and hoped that I would go away. It is absolutely outrageous at how they are not resolving this. At one point Mazda even closed my claim with them. Danjae is the claim *** that rarely returns my calls nor answers my emails at Mazda customer service. My case number is ********. The dealership(Piazza Mazda) in *******, ** is also not very helpful. I am dealing with **** ********** at the dealership (also dealing with a ******). I want a resolution to this and seats that will not fall apart. Now they are telling me that it may no longer be covered under warranty!!! Danjae's (DJ) number at Mazda customer service is ************ promt 2; ext *******. I can provide all the invoices for the 3 seat ***lacements to date, if needed.

  Business Response

  Date: 11/08/2024

  To whom it may concern, 

  Mazda is currently working with our supplier to improve the quality of the seat fabric. Please rest assured that your vehicle is fully covered under warranty. When updated parts are available, replacement can be performed. 

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  File #****** 6 weeks ago I was promised a reimbursement for payments due to my vehicle being at the dealership and being in a loaner for a total of 80 days in one year. The amount was suppose to be $1786 to reimburse payments and get my account current. The check was supposed to be overnight on the 20th bc next payment is due on Oct 9th still have not received check and no update on when. They now need to include Oct payment.

  Business Response

  Date: 10/01/2024

  To whom it may concern, 

  It will be best if you follow up with your case manager to inquire about the reimbursement.

  Customer Answer

  Date: 10/01/2024

  my case manager is a supervisor and she is the one who promised overnight delivery of my check on September 20th and now its not being mailed till Oct 4th. She broke her promise causing serious delays to now Im 84 days past due!! On Oct 9th it will be 90 days and since she dropped the ball and I cant speak with anyone higher thats as high as I can go. This is unacceptable when I am in a lemon trying to keep it out of court and you keep bullying me. 

  Business Response

  Date: 10/02/2024

  Hello, 

  I apologize it is taking so long. I've asked ***** the Supervisor to follow up with you.

  Thank you

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was informed via email on 09/23/24 That my complimentary trial of Mazda connected services would end on 09/30/24. I was never made aware that my connected services were a complimentary trial. My connected services Included: Remote engine start. Remote lock and unlock. Vehicle finder. And vehicle health and status. Now I am being told that on 09/30/24 I will have to pay $10/month to keep these services.I live in *******, ** with very cold ******* and I bought this car because of this feature. This to me was a dealmaker. I feel that Mazda is not right in doing this to Mazda owners. It is not fair. It is not right.I do not think that Mazda should charge this montly fee.

  Business Response

  Date: 09/29/2024

  To whom it may concern,

  The ****************** is a paid service after the trial period of 3 years. Mazda has sent communication to our owners advising. If you wish to keep the service, you will need to pay for the subscription.

  Thank you

  Customer Answer

  Date: 09/29/2024

  I do not accept the response from Mazda. As I stated in my previous complaint, I was NEVER INFORMED that this was a TRIAL PERIOD. This is NOT RIGHT. NOT FAIR. BAD BUSINESS PRACTICE for MAZDA. Mazda is ignoring my complaint. They are just repeating that they are now informing Mazda owners that they informed us of the pending charge for connected services. 
  Dishonest 

  Business Response

  Date: 09/30/2024

  Hello, 

  Mazda's original response is correct. You will need to pay for the monthly services going forward. Additionally, there were NEVER any publications or advertising or notification stating this service is free for the life of the vehicle. 

  Customer Answer

  Date: 10/07/2024

  When I purchased my Mazda I paid for remote engine start. There was NEVER anything said nor is it stated in the written contract that I signed that this service was only temporary. 
  Therefore, I do not agree with the responses I received from Mazda. Every Mazda owner that I have spoken to regarding this matter agrees with me and feels this is a Jive move by Mazda.

   

   

  
  

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a lease on a 2024 Mazda CX90, it has been in and out of the shop since I came in possession of it. I have attached the emails back and forth with Mazda corp as well as a copy of my lease and RO's is was just back in the shop the last 2 days for the breaks again. I finally took it to another outside mechanic to find out what the delayed/shuttering issue was and when Mazda said they couldn't duplicate it, my mechanic did right away and diagnosed it. He informed Mazda it was unsafe and they still refuse to help me. I want them to take the car back and give me a FULL refund on my down payment and payments I have made over the last 15 months. It's been in the shop more times than what I have RO's for but they didn't create one everytime it went in there but the ** of our local Mazda can confirm this.

  Business Response

  Date: 09/29/2024

  To whom it may concern, 

  Thank you for allowing Mazda to review your complaint. We reviewed the repair orders and case notes. Mazda has determined that your vehicle does not qualify for a refund. There are no warranty repairs related to your complaint. 

  We suggest you continue working with your Customer Experience representative to address your concerns.

  Regards

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car from Mazda in ************. After doing all the research between them and corporate its come to my attention that Mazda is responsible for my concern. The car my husband bought for me this May 8th 2024 a Mazda CX30 is NOT performing and not giving the miles per gallon as given on Mazda website. Ive done the calculations, Ive logged, and kept receipts. Its no where near what its supposed to be. Ive complained to my local Mazda and have shown proof many times, and they told me to go to Corporate. Thats what Ive done. Now Im dealing with my case manager, who I told was the best named *****. But to me she is NOT the best. Ive spoken with ***** a grand total of maybe 10 minutes. Everytime I speak with her she makes me feel hurried and Wont hear my side of the story. Even when she does she doesnt hear me. I feel that Mazda had put me into a vehicle that is 100% false advertising. And I feel screwed over by this company. Its average MPG is roughly 18 which is ridiculous. The whole reason I bought this car from the salesperson is that he guaranteed me it had good gas mileage That is not true and Im considering getting a lawyer. On your website this year, make, and model is supposed to get 29 mpg combined city and hwy. It is NOT. ***** has been no help and Ive been pushed out the other door because Mazda in Mesa doesnt want to help me with a car they sold me. Even though I have a RECORDING from the ** stating hed help me. Please BBB help me. Im begging. I have receipts, more photos and logging if need be in the future. This car is suppose to be giving roughly ******* miles in range to a full tank. It never has 1 time. Im getting gas almost everyday when I work. It has to Stop. Please

  Business Response

  Date: 09/29/2024

  To whom it may concern, 

  The MPG listed on the window sticker is an estimate per the ***. There are many factors that affect real world MPG including but not limited to: driving habits, road conditions, excess weight. Additionally, modern vehicles have sensors per environmental regulations to monitor fuel trims. Check engine light will illuminate if the sensors detect excessive use of fuel. 

  Thank you

  Customer Answer

  Date: 09/29/2024

  I spoke to the director of service at Mazda Mesa named *****. This car is not performing as stated on Mazda. So Ive been logging the mpg by taking the miles driven total before each next fill up and deviding it by the gallons put in. Ive only been able to do two so far since I found this out. Picture atttached and I have gas receipts. 
  

  the car mpg is

  1) 18 mpg first time

  2) 22 mpg the next time

  I Will continue to log with photos and receipts

   

  on the sticker sheet which I have it states that city should be 26 and hwy 33 with combined together 29 mpg which I will also attach

   

  this car is NOT performing or giving me the mpg it should be. Im filling up sometimes twice a day. I have every receipt since *** bought this car and its NEVER let me fill it to 12.7 gallons which is also stated on website for this year, make and model. 
  

  I live in ******* and I drive daily for my job passengers for my work. Im careful, and I dont speed. 
  

  this car has never performed as advertised and I feel its definitely false advertising. I will attach more proof in my photos. Ive never had a car under perform as this one. And I would hope and expect Mazda to reach out to me from corporate. 
  

  I have never in my life and Ive had a lot of cars had a vehicle that I had to fill up so much because its not giving me the miles per gallon

  You think its a big corporation that you guys would want to help me to solve this problem

  it will not let me upload the photos. It says theyre too big so if I can get some form of email, I can send my photos there.

  thank you kindly

  Business Response

  Date: 09/30/2024

  Hello,

  We do want to assist but there is currently no malfunction with your vehicle. As stated before the *** is *** estimate, real world driving will yield different results.