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:08/04/2024

  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!I have worked with your Lemon Law team and want to file a separate claim against Mazda for not responding to your team and now me again about supporting resolution on my case. I am going on 3 full months with no resolution and very limited contant/support. It's unacceptable.Here is my information: BBB Case #MAZ2443534 // ***************** // ******** // ************************ The one contact I received from Mazda was not accurate and did not reflect my previous 3 service appointments. They are non responsive, and I do not feel safe about this car.Is there any advice for what I can do?Thank you!NOTE: I have all the tracking information and files, and have provided them to the BBB secure site.

  Business Response

  Date: 08/12/2024

  To whom it may concern,

  Please continue working with your case specialist towards a resolution. Thank you

• Initial Complaint

  Date:08/02/2024

  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, me and my Fiance went to look at a 2017 Honda CR-V that was located at your store in *********, ** at **************************************, we test drove the *********** wasn't any Crack, etc on the windshield. The next day we went back to the place to purchase the vehicle. After purchasing the vehicle, we noticed there was a Crack, like a rock or something hit the windshield. We questioned about it and they told us, they patched up the area so it wouldn't spread. We then asked if they could replace the windshield? The manager told us to call our Insurance to file a claim. Like, really, what kind of sense does that make when they knew it was there, instead of replacing it, they try to touch it up so the crack won't spread. To us, we feel robbed and that was very rude of the manager telling us that!!! We just purchased the vehicle and realized how bad the spot looks on the windshield. The Manager's who were there were rude and none of them didn't won't to replace the windshield, telling us, no, very nasty and rude!!!! Seems like a company making a lot of money and calling themselves top-notch customer service needs to look out for their customers, especially we just purchasing the **** We want something to be done about this because it's not fair!!! It's their responsibility to get the windshield replaced, not me and my fiance. The worst customer experience ever!!! If we have to take this higher we will til we get this resolved!!

  Business Response

  Date: 08/09/2024

  Please file your complaint with ***** USA. 

  Regards 

• Initial Complaint

  Date:07/31/2024

  Type:Sales and Advertising 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 recently purchased a 2018 Mazda CX-5 Grand Touring. I took the vehicle to the Mazda dealership in my area for an inspection and the service manager discovers a cracked cylinder head on a vehicle with only 100K miles. This is a known issue to Mazda as I'm finding out now, they have service bulletins out there notifying their employees of the issue and how to identify it on cars that come in. With that knowledge they still refuse to put out a recall for a very dangerous issue. I was quoted over $4,500 today to fix this. This is an extreme amount of money for an issue that the company knows about and has done nothing about for their vehicles. I am one of hundreds who have had this issue pop up since 2018.

  Business Response

  Date: 08/01/2024

  To whom it may concern, 

  Based on the **** the applicable warranty for this vehicle has expired. Any repairs going forward will be the responsibility of the owner.

  Regards

  Customer Answer

  Date: 08/01/2024

  This is a known manufacturing defect for the cylinder heads on Mazda CX5's that have the cylinder deactivation.  It was addressed in a service bulletin by the company but has not been made into a recall for your paying customers.  The issue is known by the company and has been for many years.  The issue has been documented as a manufacturing defect in the casting process of the cylinder head, hence the new version put on vehicles that are serviced for this problem.  This is easily a $5000 repair that many owners will eventually be on the hook for because there is no accountability being taken from Mazda.  Ignoring the repair cost, this issue is downright dangerous and can cause the engine bay to fill with smoke due to oil leaking onto parts of the engine.  I want to know why Mazda doesn't deem this a problem worthy of a recall and isn't taking their customers seriously on this matter.  The vehicle had this manufacturing defect from the moment it left the factory floor hence the re-design that Mazda is using now for the engine cylinder head.  I just want things to be made right for the people affected by this issue including myself.  This is a gut punch when you've paid thousands for this vehicle and have $5000 immediately added to the cost due to faulty OEM engine construction.        

  Business Response

  Date: 08/01/2024

  We are sorry but the original decision stands. The applicable warranty has expired for quite some time. 

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2024 Mazda Cx-5 Select from 495 Mazda in ********* towards the end of January, as I needed a more reliable car to drive members of my family, specifically a special needs brother and a 2-year-old niece. Everything was great for about 2k miles when I started to notice the car jerk back and forth a ton, make an audible click and feel a shock when coming to a stop. So, I brought it in 3/25/24 for a malfunctioning headlight and for the pop, shock when coming to a stop and the harsh jerking when accelerating. They looked at the car and said that everything was normal and sent me on my way. Unfortunately, my issue continued, I documented and recorded my issue and brought it back 4/13/24 where they noticed the shock and repaired the issue. Unfortunately, the same behavior persisted and got worse and brought it back 4/23/24. I tried to show the advisor my video but refused to look at it and was sent home with the same issue. That same day, I recorded more evidence of my issue. I brought my car to Liberty Mazda 4/25/24 for the jerking when accelerating, pop noise and shock sensation when coming to a stop. The tech heard the pop but said it was normal. Since when is a pop noise normal in a new car? I sent an email to Mazda Customer Experience and 495 a Final Attempt notice 4/30/24 where the car sat for a few days. I picked it up and they said the car was not making noise and couldnt replicate my issue. As soon as I drove off the lot, I felt the car jerking harshly and still heard and felt the pop and shock sensation. I find it unacceptable that Mazda is unable to find my issue, As of recently, my car has started to whine when accelerating jerk harshly when accelerating and now pops loud and you can still feel a shock when coming to a stop followed by the car lurching forward, My special needs brother gets irate with all the sensations and my niece is getting sick from the terrible jerks and needs meds . I will lemon law arbitration since I'm fed up. ********

• Initial Complaint

  Date:07/25/2024

  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 a 2023 Mazda CX-30 on 2/3/2024. This vehicle was certified pre-owned, and only had ***** miles on it. On 4/4/2024 my vehicle with about 8000 miles on it randomly received several error messages "ABS Malfunction" "Dynamic stability control malfunction" "Safety System partially disabled" ******************** ****** Steering Malfunction" and the electronic speedometer went out. I had it towed to the dealership to safely get it off the road. The dealership serviced it by updating the computer. I picked it up on 4/11/2024. I didn't even make it home before the car had the same problems. On 4/13/2024 I dropped it back off (only holding off a day because I was waiting for a loaner to be available). This time they replaced the control module. Picked it up on 5/21/2024. Car had same issues by 5/22/2024. Dropped it back off on 5/23/2024. I opened up a case with Mazda on 6/19/2024 to report my Lemon vehicle. Since then, I have been unable to get any information on the case and it has not progressed. My case manager ********* has dodged all my calls and emails and will not give me a status update on the issue. I am now out of my vehicle for 5 months with my case to address this having been open for over a month.

  Business Response

  Date: 07/26/2024

  To whom it may concern, 

  Your comments have escalated to a supervisor for review and follow up.Thank you

• Initial Complaint

  Date:07/25/2024

  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 called on 07.16.24 and asked for an exception to be made on my vehicle warranty.I was instructed in March of 2024 by two Mazda Dealerships to get repairs made to my warranted vehicle through a third party provider since they did not do the repairs needed on my vehicle. They also could not get me OEM parts to make the repairs at the time. The Mazda customer service rep confirmed that OEM parts were not available in March 2024. The repairs were made, the vehicle was fine for 3 months, and then I started having problems with the vehicle system. I had no reason to believe it was an issue with the repairs due to the timeframe between repair and new problem. When bringing my vehicle back for issues they informed me I may have voided my warranty due to not using OEM parts. OEM parts were not available at the time of service and I was informed by both dealerships to use aftermarket parts and it would NOT void my warranty. I want this confirmed by Mazda, and have asked for an exception to be made on the *** number for my vehicle in the event this was necessary. I was guaranteed a response within 72 hours and I have not received an answer. I have sent two follow-up emails, and received one single response that they had left me voicemails, but I did not receive any. I asked to communicate via email and they are not responding to me.

  Business Response

  Date: 07/25/2024

  Dear ******,
  
  I am writing to address your concerns regarding the potential voiding of your basic bumper-to-bumper vehicle warranty. After thorough confirmation with **** Bear Mazda, it has been established that your warranty will only be voided if any issues with the camera are directly related to the aftermarket windshield and its installation.
  
  It is important to note that dealerships are privately owned and operated entities. Should you have any doubts about the information provided by **** Bear Mazda, you are welcome to seek a second opinion from another authorized Mazda dealership.
  
  Thank you for your attention to this matter.
  
  Sincerely,  
  Shay  

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 writing to share my recent experience with ********************* Mazda in ******** and *******. I was in the process of moving from ******* to ******* and decided to return my 2022 Mazda3 Hatchback at the end of its lease since I no longer needed a car. Unfortunately, this process was marred by numerous difficulties and what I perceived as bullying attempts to coerce me into retaining the lease.Firstly, at ********************* Mazda in ********, I was advised by ********************* that a pre-inspection was unnecessary and merely for "peace of mind." Initially, I accepted this advice, but as the return date approached, I scheduled a pre-inspection on the day of the return. However, the report did not arrive until the following week. **** referred me to ****************** in his absence. My interaction with ***** was unsatisfactory; after a brief inspection of less than five minutes, he informed me that there was no equity in the car and I owed $6,000 in damages. This unexpected news was distressing, as I had planned to walk away from the lease and pay a smaller amount. After consulting with my family, ***** returned with the suggestion of starting a new lease, which was not a viable option for me, given my imminent move to *******. When I informed ***** of my decision to postpone, his frustration was palpable. He reminded me of my move and dismissed my situation. The following week, I received an official damage estimate from Mazda Financial, which was only $1,056vastly different from the $6,000 figure ***** had quoted. It became clear to me that I was being pressured into a new lease. entire ordeal has left me with a profound mistrust of ********************* Mazda and their practices. I believe that when a lease ends, a customer should be able to walk away and pay the legitimate estimated damages without undue pressure to enter a new lease.

• Initial Complaint

  Date:07/08/2024

  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.

  ***** started coming out of my 2018 Mazda CX-5 as if the engine and exhaust were on fire. I quickly had to pull over and nearly miss a 3 car accident. The Mazda dealer said it was a blown cylinder head that needed to be replaced. The car is out of warranty so the repair is close to $5K. As I found out, this is a common issue with Mazdas CX-5 and Mazda is very aware of it. They refuse to do a recall, even though they have issued several bulletins (bulletin 01-013/21), service alerts and have customers complaint regularly. ****************** refuses to pay for the replacement of their defective engine parts and only offered me some money as part of goodwill (they really know this is an ongoing issue with their cars) because I was out of warranty. This is a defective part that Mazda is aware their cars have. Mazda needs to pay fully for the replacement of their defective cylinder head. I want mazda to reimburse me for the $1,300 I had to pay out of my pocket to replace a defective part that should be a recall. Theirdefective and cracked cylinder heads is an issue that is all over the internet and Mazda is well aware of it, but refuse to issue a recall.

  Business Response

  Date: 07/16/2024

  To whom it may concern, 

  Please follow up with the ************************** as you already have a case. You can reference case number ********
  when calling in. 

  Thank you

• Initial Complaint

  Date:07/08/2024

  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.

  This interaction occurred on July 8th, 2024. I've received mail regarding the class action lawsuit and subsequent recall for the valve stem on my vehicle: 2021 Mazda CX-5. The valve stem does not work correctly. This has been an issue since I purchased the vehicle and I was happy to see it's finally getting addressed by Mazda.I contacted Suburban Mazda of **************** to schedule the maintenance. They told me my VIN was not included in the class action lawsuit or recall (which is not true) and that they would not fix the issue for me. I asked to speak with a manager, and was told that there was nothing they could do. They suggested I contact corporate. Again, I have multiple sources both online and via mail that confirm my vehicle is a part of this recall and should be repaired. Not only is this unacceptable but it's unlawful. I now have to jump through even more hoops to get my vehicle properly repaired. I love my Mazda but after this interaction I don't think I'll ever purchase one again.

  Business Response

  Date: 07/09/2024

  To whom it may concern, 

  Please contact the Mazda *************************** A representative will assist with making the appointment and clarifying with the dealership. 

  Thank you

  Customer Answer

  Date: 07/09/2024

  This is so disappointing. I now have to talk to another customer service rep, who will probably tell me the same thing the first rep told me. Mazda is not willing to help me at all in this situation and just created another chore for me. Why can't Mazda contact the dealership? This is obviously a breakdown in communication internally. My husband and I had been planning on buying another Mazda, but this is the second time we've had to go through hoops in order to get something done at our local dealership/maintenance center. I've had enough. We've had nothing but bad experiences. It's clear Mazda does not have their customer's best interest. 

• Initial Complaint

  Date:07/04/2024

  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 2010 Mazda 3 sport 2.3 and there is no temperature gauge so my car overheated and I had no where safe to pull over because I had no idea what temperature in my car is running so I did not have enough time to take the necessary steps to get over to safe spot to let my cool car down. I'm a single mother to three boys and my car is the only way I'm able to get them to appointments and school and grocery shopping and now I do not have a car because it overheated. The only way I knew it was over heating was a little temperature light flashing at me that made no sound and unless I'm staring at my dashboard all at all times there was no way I was going to figure that out until it was too late.

  Business Response

  Date: 07/09/2024

  To whom it may concern, 

  Please contact the ************************** for further assistance. 

  Thank you