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:04/24/2024

  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.

  Subject: Formal Complaint Regarding 2024 Mazda CX90 - VIN #***************** Dear Mazda,I am writing to formally lodge a complaint regarding the 2024 Mazda CX90 that I purchased, with the Vehicle Identification Number (VIN) #*****************. Despite my initial expectations of reliability and safety, my experience with this vehicle has been gravely disappointing and potentially life-threatening due to two major and dangerous mechanical failures.The first incident occurred in January, when the vehicle experienced a critical mechanical failure, rendering it immovable in the middle of an intersection. This situation posed a severe safety risk not only to myself but also to other road users, as it could have resulted in a catastrophic accident. Regrettably, the ordeal did not end there. On March 7th, another significant mechanical failure occurred, once again leaving the vehicle stranded in an intersection. The recurrence of such a dangerous issue is wholly unacceptable and has seriously eroded my confidence in the safety and reliability of your product. The inconvenience caused by this failure necessitated towing services, which consumed approximately four hours of my day.Furthermore, the proposed repair date of July 29th, as communicated by your service department, is completely unreasonable. In light of these circumstances, I demand a full refund for the purchase of the 2024 Mazda CX90. It is evident that the vehicle fails to meet the basic standards of safety and reliability expected of a reputable automotive manufacturer. Furthermore, I am deeply disappointed to learn that the financial assistance reportedly offered by Mazda for car payments does not apply to customers who have made outright cash purchases. This discrepancy in support is unjustifiable and further exacerbates the frustration and financial burden imposed upon **** am currently having to take time out of my work week to pick up a different loaner car every 7 days. This is highly inconvenient. I urge you to take immediate action to address this matter and provide a satisfactory resolution. Failure to do so will leave me with no choice but to explore legal avenues to seek compensation for the damages and inconvenience incurred.I expect a prompt response to this complaint and a clear plan of action to rectify the situation. Your attention to this matter is greatly appreciated.Sincerely,*************************

  Business Response

  Date: 04/24/2024

  To whom it may concern, 

  Mazda will be opening a Lemon Law Claim to review your request for a refund. Please allow 3-4 business days for a case manager to make contact.

• Initial Complaint

  Date:04/12/2024

  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.

  Car has been taken in to Mazda Dealership 4 times for the same issue and has not been resolved. The car is unreliable and unsafe. Leaving myself and my 8yr old daughter stranded twice. I feel I have given Mazda sufficient time to remedy the problem. I feel the car is defective and unrepairable. My car is still under the original manufacturer warranty.

  Business Response

  Date: 04/15/2024

  Mazda already has an active lemon law claim.

  Customer Answer

  Date: 04/15/2024

  No offer has been made to buy back my vehicle under the Lemon Law of **********.

• Initial Complaint

  Date:04/10/2024

  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.

  THE BLUTOOTH CONNECTION FOR MY PHONE HAS NEVER WORKED CORRECTLY AS WHEN I CALL SOME ONE OR WHEN SOME ONE CALLS ME USUALLY THEY CANNOT HEAR ME IT IS NOT EVERY CALL BUT WORRISOME AS IF I AM ON THE **** AND HAVE AN EMERGENCY THE POLICE MAY NOT HEAR WHAT I AM SAYING. MAZDA KNOWS ABOUT THIS ISSUE AND HAS A FIX FOR IT HOW EVER IF THE DEALER CANNOT FIND VIA A COMPUTER HOOKUP OR BY MAKING A CALL THEN THEY WILL NOT FIX IT. I DON'T UNDERSATND THEY KNOW ABOUT THIS HAVE SAID THEY HAVE THE FIX BUT WON'T TOUCH IT BECAUSE THE PART IS EXPENSIVE

  Business Response

  Date: 04/11/2024

  To whom it may concern, 

  Please rest assured your case manager *** is working closely with the ***** Mazda to resolve your concern. She will follow up with you once there is a resolution. 

• Initial Complaint

  Date:04/10/2024

  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.

  2011 Mazda 6 currently at ****** Mazda **********, **. The car's back suspension member has rusted through and fallen off due to product failure. Multiple phone calls to Mazda, two case numbers and I cannot get anyone to call me back. The front member is part of a recall, the back is the same product and not yet recalled however the dealership advised it is the same problem. I have been a Mazda **** customer for decades and the company will not respond.

  Business Response

  Date: 04/10/2024

  To whom it may concern, 

  A Case Manager will be reaching out to you soon to discuss your case. 

  Regards

  Customer Answer

  Date: 04/10/2024

  This issue needs to be escalated; we have waited 4 weeks for a case manager.   By not covering your parts that are defective you are effectively junking my car.   The parts on the front of the car and the back are the same.   I have a video of the corrosion and what happened to my car.   I attempted to reach out through your website and that isn't working either. 

  I have spoken to the dealership that advised the issue on the front of the car and the back of the car are the same.  It is due to product failure.   If a case manager cannot authorize this repair then the issue needs to be escalated and I need an email where I can send you this video of your product failing.  

   

  Thank you, 

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

  **********

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

  Business Response

  Date: 04/11/2024

  Your case manager left you a voicemail yesterday. Please return her call when you can. 

  Regards

  Customer Answer

  Date: 04/16/2024

  I have received no call.   No missed call, no voice message.   The last communication from a case manager was 8 weeks ago.   My phone number is ************

• Initial Complaint

  Date:04/04/2024

  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.

  3/24/24 - dealership work on a vehicle that had only ****** required a timing cover reseal, tensioner and belt which should not have to be replaced at such a low mileage. Mazda has a technical bulletin about this issue meaning that this is a design issue with the car. After doing the work the dealership mentioned to contact Mazda Corporate to try and get them to cover a portion of the bill. I placed a ticket for a Mazda Corp rep to reach out to me over 2 weeks to hear back and I was told that they would not cover any of the work since I paid for the work, this should not be the case. The customer service manager had an attitude and refused to help pay a portion of the repairs. I want to file a complaint with Mazda Corp in ********* for their lack of support and helpfulness with this matter. I attached the bill below as well as the technical bulletin which for a vehicle with low mileage and the type of work that was done, replacement of sealings on a timing cover as well as a tensioner and belt at 47k SHOULD BE COVERED by Mazda. Typically timing belts should last the life of the car and seals fail at mileage above 100k.

  Business Response

  Date: 04/05/2024

  To whom it may concern, 

  We reviewed the ************************** case notes and determine the applicable warranty expired as of 3/2023. The customer would be responsible for any repairs that are not covered under the warranty. 

  Regards

  Customer Answer

  Date: 04/05/2024

  I spoke with a customer service rep within ******************, first of all terrible customer service, they state that they cannot reimburse for work done. I want them to speak with the dealership and refund me a portion of the work. Mazda even stated that if I did not pay for the repairs they would reimburse a portion of it. I should not be replacing components on a vehicle with 47K miles that are changed out above 100k miles, this is a poor design and Mazda even has a technical bulletin of this issue because its known component to fail. As a consumer I should not have to be replacing gasket material AND timing chain/belt components at 47k miles regardless of warranties. The rep I spoke with gave me attitude and gave me ZERO help on trying to at least cover a portion of the cost, as you can see from the internet Mazda customer service rating is BELOW POOR they need to be held accountable. There are known issues with these vehicles specifically the one I am trying to get a portion of the cost reimbursed and the consumer should not be passed the bill.

   

  *************************************************************************************************************************** , with 2 STAR RATING

   

  ********************************************************************* with 1.4 STARS with over 600 ratings

   

  Business Response

  Date: 04/09/2024

  ***********, 

  Thank you for your response. Unfortunately, Mazda's position remains unchanged since the applicable warranty has expired since March 2023. 

  Regards

  Customer Answer

  Date: 04/12/2024

  I will never buy a Mazda again, you're customer support reflects on the quality of product you produce which is JUNK

• Initial Complaint

  Date:04/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mazda *** case #: ****** Vehicle: 2019 MAZDA CX-5 VIN: ***************** Purchased: 12/8/2022 I am kindly requesting a manager contact me regarding my case# 00******. My case has been open since February 28th, 2024 and I still have not received any contact from my case manager, *****. However, I have been contacted by ****** "on behalf" of *****, which was confusing.I have called the Mazda Customer Experience line requesting to communicate with my case manager to be told that he is not available and kindly submitted a requested for a call back.After close to a month, I am growing more frustrated with not being provided with a call back. On March 15th, I asked for a manager to call me and was told I would receive a call last week. This did not occur. I was hoping this case would be acknowledged by Mazda *** at this point considering all I have experienced since purchasing this vehicle. I was told last week a manager would call me, no one called. I just spent over 1 hour on the phone with a very nice person who stated a supervisor would call me back, but ultimately they were refusing to speak with me on the phone to provide a resolution to my case. I am looking forward to receiving a call back from Mazda with an update and a goodwill gesture to get this resolved. I requested a refund in the amount of $1,000 for services completed on my car within 9 months of ownership and for all the time spent working with the dealer to fix it.I purchased my 2019 CX5 Grand Touring on 12/8/2022 and the week of 2/28/2024, I took my 2019 CX5 Grand Touring back to the dealer to be serviced for the 9th time since purchasing it.Attached please find a complete timeline of events and original letter sent to my dealership and toe Mazda ***. I'm simply looking for a resolution to my concern, I did not expect it to take several calls and over a month for acknowledgment. I've spent too much time dealing with this CX5 and I require Mazda's follow-up and support. *********************************

  Business Response

  Date: 04/04/2024

  To whom it may concern, 

  You request has been forwarded to the Customer Experience Department. 

  Customer Answer

  Date: 04/05/2024

  As far as I can tell nothing was completed with my request for support with my case with Mazda ***. At this point I am begging for support from someone who can help resolve this matter. I am simply asking that a supervisor from Mazda *** contact regarding my case considering no one has contacted me since my case was initiated on 2/28/24. Please Help!

  Business Response

  Date: 04/05/2024

  Please be patient while a supervisor reaches out. 

  Thank you

• Initial Complaint

  Date:03/30/2024

  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.

  Urgent Request for Replacement of Faulty Mazda Connect Touch Screen Head Unit I am writing to bring attention to a critical issue with the Mazda Connect touch screen head unit in my vehicle. Firstly, I want to emphasize the severity of the safety hazards posed by the malfunctioning Mazda Connect touch screen head unit. The screen's visibility is severely compromised, especially in direct sunlight, which causes significant confusion during navigation and renders the backup camera feature virtually unusable. Regrettably, due to this defect, I have experienced a collision with a pole while attempting to utilize the compromised backup camera view, underscoring the urgent need for resolution.Furthermore, this defect extends beyond safety concerns, affecting various aspects of the vehicle's infotainment system. I have encountered dropped calls, poor connectivity, inaccurate GPS, and erratic safety functions, all of which impede the overall driving experience and compromise safety.It is important to note that this issue with the Mazda Connect touch screen head unit is not an isolated incident. It is widely acknowledged by dealers and is prevalent across multiple trims, indicating a systemic manufacturing flaw.I have diligently pursued resolution by having the faulty part inspected by the dealer. However, I was disappointed to learn that they refused to replace it, despite the clear evidence of delamination or spider cracking, which has progressively worsened over time. This is a critical issue and impacts my everyday use of my vehicle.I kindly request that Mazda replace the Mazda Connect touch screen head unit free of charge. I believe this is necessary to ensure the safety and functionality of my vehicle and to prevent any further incidents or inconvenience.I have inquired about this several times in the past, however Mazda does not want to honor a replacement and it leads me to believe the company does not value safety or customer satisfaction.

  Business Response

  Date: 04/01/2024

  To whom it may concern, 

  We understand there is an open case 00189010 with the *************************** The best recommendation is to continue working with your case manager. 

  Regards.

  Customer Answer

  Date: 04/01/2024

  I need a resolution for this issue. I still have not received communication from a Case Manager at Mazda.

  Business Response

  Date: 04/02/2024

  To whom it may concern, 

  Base on the case notes, the applicable warranty for the infotainment system has expired which means the owner is responsible for the replacement. Please feel free to reach back out to your case manager. 

  Customer Answer

  Date: 04/11/2024

  This is not a resolution.

• Initial Complaint

  Date:03/28/2024

  Type:Order 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.

  Misleading information that they can offer me top dollar for my leased Mazda CX-9 they call me up to 5 times per week, they send me DAILY flyers in the mail to come in and since I have only 2 months left on my lease they are going to give me the best deal. When I get there all the things they promised with their harassing phone calls and constant mailed flyers is a lie. This is unexceptional behavior from a company

  Business Response

  Date: 03/28/2024

  To whom it may concern, 

  We suggest you address your concerns directly with the dealership. Please keep in mind that dealerships are independently owned and operated.

  Thank you

• Initial Complaint

  Date:03/26/2024

  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 Feb.16, 2024 I brought my car into ***************** Mazda at 7 am because my passenger front tire was down to 18 psi for the 2nd day in a row. Late that afternoon the tech.'s concluded that a new tire was needed as the current tire had holes on the shoulder and repair was prohibited. I was due a discount on the tire. When vehicle was picked up the service advisor indicated that the discount was provided on invoice number M4CS364736. THE ***** WAS $163.63. I did not see any discount applied on the invoice. On Feb. 17, 2024 my passenger front tire was down to 18 psi again! It turns out that the tire valve needed replacing. On Feb. 19, 2024 I spoke with ******* who is the Mazda parts manager. After his review of the invoice, he indicated that I paid full retail and no discount was applied. He said he would speak to ******, who is the Mazda service manager. I then spoke to ****** who indicated that this issue is between me and ******* the parts manager. ******* indicated that my credit card would be refunded the discount. On March 16, 2024 I received my credit card statement with NO CREDIT FROM ***************** MAZDA! I have been professional, patient, and tried going through the proper channels to resolve this situation.

  Business Response

  Date: 03/27/2024

  To whom it may concern, 

  ***************** Mazda is an independent franchise. We recommend you continue working with the dealership to resolve the pricing issues. 

  Regards

• Initial Complaint

  Date:03/26/2024

  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.

  In 2018, I purchased a brand new 2018 Mazda CX-9. The car had been great with no issues until the first week of January 2024, when without any warning it just started to overheat. I immediately checked the coolant and was able to fill the entire overflow reservoir and took it to a local shop which pressure tested the system. The shop noted there were no external leaks; however, when they started the car a cloud of white smoke was emitted due to all the coolant leaking into the cylinder and subsequently being burned up in the engine. I was told the shop couldnt do the repair and to take it to Mazda. Mazda came to the same diagnosis and also said I had a number of errors codes (approx. 25) because of the leak. I was quoted $11,400 for the repair which would take about a month to complete. I found out my specific VIN is part of a block of vehicles which were known to be prone to experiencing this exact issue due to a casting flaw in the 2.5-liter **** engine block used by Mazda. Additionally, Mazda issued a *** 2021 for this but never a recall (They knew it was a problem but chose to let loyal customers find this out at their own expense). I spoke with the dealership about receiving a good faith credit on the repair because its a known issue and not user error but was instructed they dont do such a thing and to talk to Mazda, meanwhile Mazda told me somehow based off their conversation with the dealership and "ZERO" disassembly of the engine that this is not the same as the *** so they will do nothing. To top it all off the dealership offered me 500 bucks for the car as an option since I still owe 14k on it. I have since taken it to another Mazda dealership to have it fixed, which cost me $9670.00. I've attached both the estimate and the email chain to show the poor customer service I received. I encourage anyone have this same issue to look into the ongoing class-action lawsuit. I will do everything I can to make sure people are aware of these issues.

  Business Response

  Date: 03/27/2024

  To whom it may concern, 

  After reviewing the Case 00172643, Mazda's position remains unchanged. The mileage of your vehicle is well over the Powertrain Warranty. 

  Regards