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:05/30/2024

  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 5/21/24 I noticed my 2016 Mazda 3 infotainment screen ghost touching, spider cracking, and the touch screen not working at all. Less than a year ago, I was experiencing the same issues with my screen, which I got fixed at ***** Mazda in **********. They replaced the *** and it fixed the issues I was having with the screen. Less than a year later, the screen failed again. I did some research online, and found that these are common issues with Mazda screens. I called ***** Mazda, and spoke with their service manager. He was extremely rude, had an attitude, and told me they would not service my car and I was not welcome to do business with them again. This is just unacceptable and wrong. These screen issues have been causing an extremely unsafe driving experience. The volume suddenly raises on its own, makes calls using Bluetooth, etc. which is a huge distraction on the road and very unsafe. If Mazda cared about safety they would do something about this problem, especially knowing that it is a common problem with Mazda's. I am requesting a full screen replacement from Mazda, especially since this will be my THIRD screen now. And the last one was repaired less than a year ago. Why would anyone want to drive a car with an infotainment screen that fails every year? I hope Mazda can resolve this.

  Business Response

  Date: 06/02/2024

  To whom it may concern, 

  Please follow up with your CEC Case Manager as there is a pending case. 

  Thank you

  Customer Answer

  Date: 06/03/2024

  I do not accept that as a resolution. I would like a plan of action on Mazdas part to resolve this. 

  Business Response

  Date: 06/03/2024

  To whom it may concern, 

  Technically speaking, the applicable warranty has expired which means any repairs going forward would be the owner's responsibility. 

  Regards

  Customer Answer

  Date: 06/04/2024

  the *** was replaced less than a year ago, and I reported the issue to Mazda within the year since it failed once again. I am told from mazda that it does have a 1 year warranty, which should be applicable in my case given that I was replaced less than a year ago and I reported it failing before the warranty expired. This was all noted in my initial BBB complaint. 

• Initial Complaint

  Date:05/22/2024

  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 2024 Mazda CX-90 on 12/9/23 from ****** ***** Mazda in *********, OR Put $20,000 down towards the purchase price of the car and financed the rest I started noticing debris in the car on the floor of the back seats of the car. We regularly vacuum our cars out once a week. We kept noticing debris on the floor in the back seats even though no one ever sat back there. I took the car in to ****** ***** Mazda in March to address the issue. Our service manager, *************************, let me know that Mazda was aware of the design flaw issue, but that there was not a fix for it yet and that they were still in the discussion phase. I decided to reach out to the Service/Parts Manager, *****************, for help escalating this. He said that he heard Mazda was not going to fix this known problem. I asked him to connect me with someone at Mazda ***. He put me in touch with the Mazda ************************** and ****. *******************************. Case #******. She left me a message on 5/17/24 stating that this was normal and that there would be no assistance on this. There is a known design flaw with the manufacturing of the rear door panel and gasket. A gap between the door frame and the body. I want Mazda to do one of two things.1) Fix the issue OR 2) Turn my car back to Mazda and refund me my $20,000.Below is my correspondence timeline attempting to resolve this issue -5/15/24 called ***************** at ****** Mazda again. Gave me phone number for Mazda 5/15/24 called Mazda and spoke to ***** who started a case #****** 5/17/24 **** from Mazda called me back and said this issue was normal and that there would be no Mazda support on this 5/19/24 Left message for **** 5/20/24 Left message for **** 5/21/24 Left message for ****

  Business Response

  Date: 05/22/2024

  To whom it concern, 

  We can not determine if there indeed is failure with the door seals based on the pictures you provided. The amount of dirt particles in the pictures are normal and can come from various sources. Can you or the dealership provide pictures that there is water or dirt intrusion due to poor door seals?

  Regards

  Customer Answer

  Date: 05/23/2024

  added additional photos. I would also suggest calling ****** ******************** to speak with those individuals I referenced in my original complaint. Also please see Mazda CX-90Forum.

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

   

  Business Response

  Date: 05/24/2024

  Thank you for sharing the thread. Currently, Mazda does not consider this a defect. The door seals are functioning as intended, which is to prevent water from entering the vehicle's interior. The pictures in the thread show dirt on the doors but nothing beyond the door seals.

  Customer Answer

  Date: 05/28/2024

  *** pictures clearly indicate dirt inside the car all over the floor of the car. It goes well beyond the door frame. Did you contact *** Service Advisor and the Service/Parts Manager at ****** ***** who both stated that Mazda was aware of the problem not they did not have a fix at this time. 

• Initial Complaint

  Date:05/13/2024

  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 CX90 on June 16th, 2023, and shortly thereafter MAZDA reduced the sales price by $4000. Upon learning of this I filed a complaint with MAZDA on 11 March 2024 under case # ********. After receiving a call on 4 April 2024, i sent a follow up email requesting additional information towards a resolution option. Since then, I have not been contacted and I have had to make two more additional calls ( 3 May 2024 / 13 May 2024) to request the additional information. Both times I was told they would call me, and they did not. My whole MAZDA experience has been regrettable. I wish I never bought the vehicle. From Recalls to TSBs and dealing with MAZDA North America, this experience has been less than pleasant.

  Business Response

  Date: 05/14/2024

  To whom it may concern, 

  Your comments were forwarded to a Supervisor within the customer experience center. Please expect a follow up call.

• Initial Complaint

  Date:05/13/2024

  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 am the owner of a 2017 Mazda CX5. Was driving it on the freeway at 70 MPH when I heard a loud boom, sounding like an explosion inside my car. Took me a moment to realize what has happened. Looked up and realized there was a large hole in the top of my car. The sun roof completly exploded unprovoked, sending small shards of glads all over my car and near my face. A potentially very dangerous situation.I talked to both my local dealership and Mazda customer service. They stated it was not under warranty or covered by recall, so nothing they can do. I understand and appreciate this stance, but dont agree there is nothing they can do. When a dangerous situation occurs that could of been a design flaw I would of appreciated some compasion and customer service, but this experience has left a very bad taste in my mounth and its highly unlikly that I would buy a Mazda again because of the poor customer experience.

  Business Response

  Date: 05/14/2024

  To whom it may concern, 

  Unfortunately, the applicable warranty for your vehicle has expired and as such, the owner is responsible for the repairs. 

  Regards

• Initial Complaint

  Date:04/30/2024

  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.

  I purchased a 2010 Mazda 3 in October 2022 at a local car dealer Saavy Auto Sales. The dashboard was fine but has now started to erode. I have contacted Mazda as this would be covered under their warranty but they will not cover it any longer as they stated they would only cover it for 10 years. This is a safety hazard because when the sun hits the eroding part of the dash, it causes a reflection in the windshield that can be blinding to the driver. I contacted a local Mazda dealer (Germain) and they referred me to Mazda corporate. After speaking with a rep at Mazda corporate who told me they wouldn't cover it, I asked to have my complaint pushed to the next level. *** at Mazda's corporate office told me they weren't doing anything else so no he wasn't forwarding my issue to anyone. Mazda should cover this as it is a known issue and they can see that whoever owned this car prior to me did not get it fixed.

  Business Response

  Date: 04/30/2024

  Hello, 

  The CEC Case Manager is correct, the applicable warranty for this vehicle has expired. At this point of the vehicle's life, the owner is responsible for the repairs. 

  Regards

• Initial Complaint

  Date:04/29/2024

  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 own a 2023 Mazda CX5 Turbo. I have been experience a loud "clicking" noise coming from the interior front passenger side windshield area. I have had my car to ******** Mazda in Ft. *****, IN three times for this issue. The dates were 02/19/2024, 03/29/2024, and 04/17/2024. I have taken a number of videos where this noise can be clearly heard. My service advisor at the dealership is named ****. **** has gone on two separate rides with me in the car and has confirmed both times that he can hear the noise. After the visit on 03/29/2024 and the dealership having my car for more than a week I'm told that they can't "recreate it" and would need to start charging me if they start removing panels to investigate. I pick my car up and contact Mazda ************* on 04/05/2024. I'm assigned case number ******. Almost a week later, a "****" contacts me from Mazda. He states that there isn't much he can do and to take it back to the dealer. I dropped my car off on 04/17/2024 at the dealership again after taking a video where the noise can be heard and stopped when I press out against my windshield on the right side. After sitting in the same spot for 5 days (the MyMazda app shows the date and time that the engine was stopped last). I receive a call from **** telling me that Mazda informed them that all aftermarket parts would need to be swapped back to stock for Mazda to do any further investigation. He's referring to an axle-exhaust that I installed between the first and second times I had the car in. The car was returned to me.According to the *** website, "The manufacturer or dealer must prove the aftermarket or recycled part caused the damage before they can deny warranty coverage." Therefore, in this case, my warranty coverage is getting denied before even investigating to find the cause of this noise.

  Business Response

  Date: 04/30/2024

  To whom it may concern, 

  Your concerns have been escalated to ****'s supervisor for review and follow up with the dealership. 

  Customer Answer

  Date: 04/30/2024

  
  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 the results are satisfactory, I will consider this matter closed.
  
  Regards,
  
  **************************
  
   
  

• Initial Complaint

  Date:04/28/2024

  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 my Mazda CX-90 Phev on 7/15/2023 from ********************* ***** Mazda *** 1101 Motor ********************************************. I had gotten a divorce on 11/03/2022 and was looking to trade in my 2021 Chevrolet Suburban because it was in my ex-husbands name, and I couldnt keep it. He and I have 6 kids together, and our oldest has severe special needs. I was looking for a safe and reliable vehicle, that was large enough for my family, but wasnt such a gas-guzzler. I was excited about buying the CX-90. I wasnt familiar with hybrid vehicles, but when I learned that this was one, and that although it would be snug, we all would fit inside, I thought it would be a great vehicle for us. It wasnt really explained to me how this hybrid vehicle worked. Shortly after buying this vehicle, a light came on while parked. It was sometime in August 2023. The light was a system malfunction, and it would come and go. I called the dealership I bought it from in ****************, and they took it in, and checked out the vehicle. They also inspected the brakes, as I told them they were squeaking. They kept the car from 09/29/2023-10/06/2023, and said everything was fine. Shortly after picking it up, in October I noticed the same light was coming back on. Not only that, I had an issue with the liftgate getting stuck after an ice storm. It would not open. Ive never had a problem with this, with any other vehicle Ive owned after an ice storm. I also noticed some leaking in the car before that happened. I also had noticed that the car would not accelerate while in EV mode driving on the highway, which almost caused several accidents while trying to pass other vehicles. While trying to speed up in the city, this would happen and almost caused accidents there. This was very scary each time it happened. I called the dealership again in ****************, and they kept the car again from 10/31/2023-11/09/2023, and they said everything was fine. Between 11/09/2023 and 01/29/2024 which was the next time I had the car inspected, I was still experiencing the same problems. Not only that, but I was noticing that the car was jerking forward at times. Sometimes at slow speeds, sometimes while driving down the highway going 70 mph. Sometimes it would happen when the car would switch over from EV mode to gas. Sometimes the system malfunction light would come on at the same time EV Mode Cancelled Due to System Malfunction, and sometimes it would not, when it would jerk. This was also very scary, especially when it would happen going at faster speeds. I felt very uncomfortable and worried if something was going to happen to the car, was it going to stop suddenly? I was not feeling safe in this vehicle, and thats one of the reasons I bought this car, because they sold me on the idea that it was safe and reliable. I decided to switch dealerships and have the other Penkhus on ************************************************* check out the vehicle to see what they could find out. They kept the car from 01/29/2024-01/31/2024, and they said everything was fine. Except, they did say that they thought that charging cord wasnt locking in place when it was being charged. I made sure that the cord was in place correctly each and every time I locked it. So, if that was part of the problem, it is the way it was manufactured, not my fault. This worries me, as being faulty from the beginning.Between 01/31/2024 and 02/15/2024 I was still having issues. The same lights were still coming on, and more lights were coming on, and the car was still jerking forward, and I was still having issues accelerating while in EV mode. I contacted the dealership again, where I had previously just had it seen at, and discussed these issues again. I was going to move forward with the lemon law. I had contacted Mazda headquarters regarding this issue around in the fall of 2023. I started explaining my situation to ****** at Mazda. While working on my lemon law letter, ****** convinced me to send it back to the dealership in **************** to have them check out my car one last time. He said that I was high priority to them, and that all my issues would be looked at very carefully. I took my car in on 02/15/2024 and they kept it until 02/21/2024, and they said everything WAS STILL fine. The brakes still squeak, too. This has been brought up since the beginning, and it wont go away. Why? The one thing I noticed during their inspection video, was they did not address the two most important issues Ive had with this vehicle, and thats the lack of acceleration during EV mode, and the jerking. Since picking my car up this last time, I have still been having the same issues. The dealerships have checked out the car, and keep saying everything is fine. I am scared to drive my car. I do not feel safe. I have 6 kids, and I use my car every day. I have to drive an hour to get to ****************. I am tired of taking it to the dealerships and not having my car for an extended period of time while my car is being looked at for the same issues, and being told every time, that the car is fine. The car is NOT fine. This car has almost gotten me into several accidents, because of the lack of acceleration while in EV mode. It only gives me 19 miles, not even, more like half that or less in electric mode before it switches over to gas. I wish that I was aware of that feature, I probably wouldve gotten a different vehicle just based on that alone. My oldest son with special needs is ********************** pull **** and is non-verbal. He is almost 300 lbs, and 62 in height. He gets very aggressive. I have to drive him places in **************** and the jerking and acceleration issues alone are worrisome to me as he is blind and severely autistic, and notices when these things are happening, and makes him upset, as the drive is not smooth, and I have to put so much attention on the road while making sure hes not getting upset about the car and hitting me. Having to switch vehicles when Ive got the car being looked at has been a problem as well. I am a single Mom of 6 kids, I need a reliable car. I am paying a lot of money for this car. I dont have a lot of money. I am a Caregiver for my oldest son with special needs. I am afraid that once my warranties are over with, I am going to be stuck with this car that has these issues, and its only going to get worse from here. I am moving forward with the lemon law because I am convinced this car is a lemon.

  Business Response

  Date: 04/29/2024

  Mazda will open a lemon law claim. Please allow 5-7 business days to make contact. 

• Initial Complaint

  Date:04/25/2024

  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 Brand new 2024 Mazda 3 Hatchback and the Bluetooth is malfunctioning,I paid $38,000 dollars for the Vehicle,the Business promised to provide a Vehicle free from Defects,and it didn't because of the Malfunctioning Bluetooth,th we Company sent me a payment(the equivalent of 2 months car notes) but they still have not fixed the problem!

  Business Response

  Date: 05/15/2024

  To whom it may concern, 

  Your case manager, ***, will be following up with your shortly. 

  Thank you

• Initial Complaint

  Date:04/25/2024

  Type:Delivery 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.

  Our car (CX-30), which we purchased in early Jan 2024 had a collision and we have been waiting for a headlight for three months. The order was made by the body shop on 1/18/2024. Mazda USA has given us ETAs over the past months which turned out to be fabricated (according to the senior manager we finally managed to speak to on 4/11/2024). The senior manager made an urgent order on 4/12/2024 and the new ETA is 5/6/2024. Mazda USA has denied us a loaner car and refused to guarantee repayment of incurred expenses (e.g., to rent our own car). We have asked to be provided a copy of all logs of our conversations with the customer center in order to have a record of the fabricated information we were given. Despite her promises, the manager (see contact info below) has ignored our request. Case number at Mazda *************************** ******** Part number: DRVP ***** Receiving dealership: ******** Mazda, *******, ** Manager on our case: Joy **************************)

  Business Response

  Date: 04/26/2024

  To whom it may concern,

  Your comments and request has been forwarded to ***'s supervisor for review. Please allow 24 - 48 hours for follow up.

• Initial Complaint

  Date:04/24/2024

  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 because I was in a car accident on February 23rd. My car had front end damage to the passengers side.It was promptly dropped off at the collision center and I was given an estimated time of 2 weeks from start to finish for repairs. My collision center ordered parts March 4th and I was told that they were just waiting on a headlight and it would be fixed. A few weeks later I was still waiting on the same headlight and was told to call mazda and see if they are able to pull a headlight off of the assembly line. When I contacted mazda, they told me "you need to be doing your homework too." And suggested that I call around to tow yards, metal places, used car places, etc to see if they had a headlight. I called over 35 places and nothing. Noone has a part that new. So a ticket has been in with the customer service experience team and I was told my part would be delivered April 22nd, I have email proof and everything. It's still not here. My car has been sitting for 2 months. I am paying over $400 per month for a car that I only had a month & a half. I have already exhausted my rental coverage weeks ago I was given a year of free service when I bought it, haven't been able to use it and a brand new car is just sitting. The customer service has been horrible not to mention I have been a loyal mazda customer since 2016 owning 3 brand new Cars over the years. They have not taken care of their customer at all. I am waiting on a passenger headlamp for a 2024 mazda cx30 Case number ******** This is absurd.

  Business Response

  Date: 04/24/2024

  To whom it may concern, 

  Your case manager, ******, has expedited the needed parts. Please follow up with ****** has he has most recent updates. 

  Customer Answer

  Date: 04/24/2024

  ****** is impossible to get in touch with, everytime I call your customer service number, I get someone new who has no idea about the situation.

  Regardless. I still do not have a part for my car and my car is still sitting in a collision centers yard. 

  Business Response

  Date: 04/25/2024

  Hello, 

  We escalated your case to ******** supervisor so please allow 24 hours for follow up.