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:07/02/2024

  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.

  I bought a used 2019 Mazda3 in 2022 with 30k miles. It immediately had abnormal and unexplainable issues that should not occur at its miles and year. I have brought the car back to the dealership 4 times for the same problem. They always have a different and more expensive fix to the problem but it never fixes it. When I request more information about the codes they are reluctant to explain. I can barely get the service manager on the phone and nobody can answer my questions. The latest inspection they found metal in my oil and electrical problems. They never mentioned to me I still have powertrain warranty and when I probe for more information they want $900 to diagnose it for warranty eligibility. I've reached out to just about everyone at the dealership for help/options even the owner. Nobody is available to help me and I feel like I was sold a defective vehicle. Mazda is known for reliability and customer service; two things I cannot agree with in my experience.

  Business Response

  Date: 07/03/2024

  Hello, 

  The first step in warranty diagnostic is to allow the dealership to proceed with further inspection. If a warrantable defect is found, the diagnostic repairs will be covered under warranty. However, if a non-warrantable issue is found, the owner will be responsible for the fees. 

  Thank you

• Initial Complaint

  Date:06/27/2024

  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 own a 2021 Mazda that is part of the Mazda ************************** (*******, ET AL., V. MAZDA MOTOR OF AMERICA, **** D/B/A MAZDA NORTH AMERICAN OPERATIONS SETTLEMENT AGREEMENT) .United States District Court for the ******************************, Case No. 8:22-cv-01055. I have had the engine light come on twice between oil changes requiring adding oil and the car has approximately ***** miles on it. According to the Court Settlement I am entitled to a no cost repair. I had an oil consumption test at Oxnard Mazda and even though it was using oil they refused to fix it without a recall from Mazda. I brought it in Monday June 24 to discuss this with ***** Mazda and was told that unless there was a recall they were not doing anything. None of the dealerships will abide by the Court Settlement. How do I get Mazda to abide by their Settlement agreement?

  Business Response

  Date: 07/01/2024

  To whom it may concern, 

  Please continue working with your CEC Representative to address your concerns.

  Thank you

• Initial Complaint

  Date:06/24/2024

  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 gave my daughter money to buy out her 2020 Mazda6 lease because she liked the car so much. The car has 31, 800 miles on it and she has the dash light up with all different lights going off and the engine revving irregular. We had the car towed to the dealer where it was purchased, which went against all my better judgment since they are known to not treat women and minorities fairly. They did a diagnostic and came up with over ******* worth of repairs. Some of which could have been goodwill if this was a reputable brand and company. The service manager was nice enough but the Mazda person i spoke with at the corporate level was not. He acted like he didnt care at all and there was nothing he could do. This is basically a new car when it comes to Mazda vehicles. ***** is nothing. Ive read a few mazda feeds online and what went wrong with ours seems to be and issue that wasnt a recall. The oil has been changed before its even close to needing it and the vehicles is taken care of. Im sorry to say but im not sure id ever purchase another Mazda due to the poor warranty and customer service.

  Business Response

  Date: 07/02/2024

  To whom it may concern, 

  After reviewing the warranty history, Mazda declines assisting with your reimbursement request. The factory warranty has expired since 2023 and majority of the repairs are consider normal routine maintenance items. 

  Regards

• Initial Complaint

  Date:06/23/2024

  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 leased a Mazda CX-3 and at the end of the lease I had the option to purchase the vehicle for about $11,000. I liked the car and I decided to finance the reminder. The dealership instead sold the car to me for $19,000 and I signed without checking the price change/totally my fault. The car was always in my possession. I am very upset with myself for not checking what I have signed but in the same time I feel that I have been cheated by the dealership for not respecting the after lease purchase agreement. I will contact a lawyer to check if there is anything I can do.

  Business Response

  Date: 06/24/2024

  Hello, 

  We suggest you contact and work directly with the dealership. Vehicle sales are strictly handled by the dealerships. 

  Thank you

• Initial Complaint

  Date:06/19/2024

  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.

  Mazda has a safety problem with the infotainment system in their CX-5 models 2014 - 2020 and refuses to recall or do anything about it. The infotainment system has a ghost in the machine that changes settings while driving and literally screams at you through the stereo system. The ghost turns the volume all the way up and shouts, "navigation will be at this volume" over and over again (10+ times in a row). I try turning down the volume, but the ghost continually changes the volume back to *** and continues shouting. Most often, this occurs when facing the sun. The ghost also changes all sorts of system settings, some relating to safety features such as lane departure, and blind spot warnings. When this occurs, it is incredibly distracting, and many times I have had to pull off the side of the road, until the issue subsides, just to get back on the road and have the issue continue to persist. This safety issue surfaced shortly after my warranty expired. In having the vehicle serviced, I was told it was either the control k*** or infotainment screen. In 2023, I opted to have the control k*** replaced out of pocket as that was the less expensive option ($600+). The screen replacement was quoted at $1200+. Since that time, the issue has persisted and worsened. In doing my own research online, thousands of Mazda customers have this exact same issue in models spanning from 2014 - 2020. The ghost is attributed to the touch screen function and a faulty wire mechanism. Many consumers have taken apart their dashboards (a huge undertaking) to disconnect the touchscreen wire and resolved the ghost problem, leaving the touchscreen non-functional. I have tried contacting Mazda corporate to explain this is a major safety concern and that I am a person who has auditory/sensory sensitivities. They refuse to make this right and I refuse to spend more money to fix a known issue that spans over 7 years.

• Initial Complaint

  Date:06/12/2024

  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.

  I purchased a 2021 Mazda CX9 from Priority Tysons dealership around 12/15/2021. Within 6 months of purchasing the car, the low oil light came on prematurely. I reported this to the Priority Tysons and they topped off the oil and suggested keeping an eye on it. Over the course of the next 2.5 years the issue continued to reoccur with no resolution each time I took the car in they would top up the oil but the light would reappear. Eventually Mazda acknowledged the issue via a technical bulletin and warranty repair. This repair took over 1 week in the shop at ******************** Mazda in ********* (after Priority Tysons closed), however the issue reappeared shortly after the repair. The car was just dropped off again for 1.5 weeks at ***************************************, but they were unable to repair the issue again. Mazda has attempted over 3 unsuccessful repairs and the car has spent over 4 weeks in the shop for this issue since the purchase and we would like to request Mazda accept the return of the vehicle.VIN : *****************|Model Year : 2021|Model Name : CX-9|Mileage : ~*****|

  Business Response

  Date: 06/13/2024

  Hello ********************, 

  The Lemon Law filing period has expired for your vehicle. Virginia's Lemon Law period is the first 18 months of ownership. Unfortunately your vehicle does not qualify for a refund. 

  Please continue to work with your dealership and CEC representative to resolve. 

  Regards

  Customer Answer

  Date: 06/14/2024

  hi, this non conformity was reported 6 months after purchase and has been continually reported via various dealerships since. The law states that The lemon law rights period shall be extended if the manufacturer has been notified but the nonconformity has not been effectively repaired by the manufacturer, or its agent, by the expiration of the lemon law rights period.

• Initial Complaint

  Date:06/07/2024

  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.

  I received a recall last year on my 2018 Mazda 3 vehicle. I have called multiple times to have the recall item addressed as it is dealing with the backup camera and I can't see while backing up. The Mazda 3 hatchback has limited sight through the back window, not enough to see adequately. We have small children in our neighborhood and it is a danger not to be able to see them as I am backing out. I have called the local dealer ************************* Mazda South in ****** ***** and am continually told parts are not available to the point of being ridiculous. I am requesting the part be expedited to the dealership with a request to notify me that I can bring my vehicle in for the recalled item. The process for this recall has shown blatant disrespect to their customer base, pushing me to by another brand on my next car purchase. Very frustrated with this. The recall number is 6023G-NHTSA Campaign number 23V-487

  Business Response

  Date: 06/10/2024

  Hello, 

  Please feel free to contact the ************************** to discuss your concerns further. They can be reached at ************.

  Customer Answer

  Date: 06/10/2024

  As Mazda requested in this complaint, I contacted Mazda **************** on June ********* at 6pm central time and I spoke with representative ***** who contacted the dealer ************************* Mazda South of the issue and they are awaiting response to why they have not yet ordered the parts which Mazda says are available. Mazda has elevated this under case #****** and are awaiting ***************************** service manager to respond. They said that it can take ***** hours to have Mazda contact me again once they hear from the dealer, so currently we are still awaiting the dealerships response to it's non action on a recall campaign that was disclosed in 2023. Please leave this open as we still do not have resolution. 

• Initial Complaint

  Date:06/06/2024

  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 am writing to file a formal complaint against Metro North American Operations concerning a significant issue with the paint on my brand new 2024 Mazda CX5 which I purchased at the end of February 2024. Despite being a brand new vehicle which was purchased less than 4 months ago and currently has less than ***** miles, I began noticing paint chipping issues within 2 months of purchase. The chipping has occurred on various parts of the car including the front and back of the vehicle. I contacted Metro Mazda of Mesquite, where I purchased the car from, on 6/5/2024 and spoke with the manager, *****. Despite stating my concerns and dissatisfaction of the car, the problem remains unsolved as ***** told me there was nothing he could do. The paint chipping not only affects the aesthetic value of the car but also raises concerns about the overall quality and durability of the vehicle. I purchased this car with the expectation that it would be free from such defects, especially so soon after purchase. I cant imagine how the paint on this car will look in a few months, let alone, a few years. Thank you for your attention to this matter. I look forward to a prompt resolution.

  Business Response

  Date: 06/07/2024

  To whom it may concern, 

  Please contact the Customer Experience team so they can review your complaint. They can be reached at ************.

  Thank you

  Customer Answer

  Date: 06/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and received a $100 Mazda gift card. This isn't the resolution I wanted based on how new my car is, but it is a resolution. 

  Regards,
  
  ***********************
  
   

  
  

• Initial Complaint

  Date:06/05/2024

  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.

  I am writing to file a formal complaint regarding a 2024 Mazda CX-5 Turbo Premium I purchased from Castle Mazda in *************, **, on October 28, 2023. I want to clarify that I have no issues with Castle Mazda; they have been supportive throughout this process to this point. My complaint is directed towards Mazda North American Operations, the manufacturer, located in ******, ***The vehicle has been plagued with persistent mechanical issues that has rendered it inoperative for an extended period, and my attempts to resolve these issues with the manufacturer have been unsuccessful. As a result, I am invoking my rights under the Illinois Lemon Law.Vehicle Purchase Details:Purchase Date: October 28, 2023 Purchase Price: $37,582.00 ******************* Fee: $347.26 Optional ERT Fee: $35.00 Sales Tax: $2,132.50 6-year, 72,000-mile Gold Warranty: $1,900.00 84-unlimited-mileage Deluxe Road Hazard Warranty for Rims: $850.00 State License and Title Fee: $316.00 Total Price: $43,162.76 Service History:Since the purchase, the vehicle has encountered a significant mechanical problem. I brought it in for repairs on April 22, 2024, and as of June 05, 2024, it has been in the shop for 30 business days. The dealership has indicated that repairs will not be completed until the end of June 2024, extending the repair period to over 60 consecutive days. This exceeds the reasonable repair period allowed by the Illinois Lemon Law. The vehicle only has ***** miles on it.Summary of the Complaint:Despite multiple attempts to resolve this issue with Mazda ***, the vehicle remains inoperative. I am therefore seeking assistance from the Better Business Bureau to obtain a full refund of the purchase price, including all related fees and costs.

  Business Response

  Date: 06/05/2024

  To whom it may concern, 

  Mazda will be opening a lemon law claim to review the request. 

  Regards

  Customer Answer

  Date: 06/18/2024

  Yes, thank you.  My car is still on the shop now for 6 days short of 2 months.  A resolution is not opening a lemon law claim.  A resolution is getting me my money back.  Mazda opening a lemon claim is not a resolution.  The final determination to give me back my money for the lemon in question is resolution.  I wrote them asking when I would hear back from the specialist now put on the claim and its like they ignore me.  They make me send actual physical letters in the mail but its ok for them to use emails?  Again this is not resolved it may be in the process of being resolved if they indeed give me my money back.

• Initial Complaint

  Date:06/05/2024

  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.

  Purchased a new Mazda CX-5 Turbo Carbon Edition in Dec 2023 from ********* Mazda in *********The passenger seat switch has stopped working since April 2024. Contacted **************************** for warranty repair. They claim the part is not available for almost 2 months now. This is not acceptable as the power seat cant be adjusted (back and forth) for the passenger. I believe the part is available from other dealerships by searching for the part online. I believe the part number is KD1A-88-15X (please double check the accuracy). A new Mazda shouldnt have to deal with an important functionality for this long. I suggest they order the part from another dealership that has it in stock or take the switch from a new CX5 off the lot. This is beyond unacceptableagain this is for a new CX-5 less than 7 months this old. Please resolve this.

  Business Response

  Date: 06/06/2024

  To whom it may concern, 

  Please rest assured your case manager is working on a solution. 

  Thank you