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:03/24/2024

  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 have been a loyal customer to ********************* ****************** for 14 years. I have bought several cars from this location and have always had my service completed at this location. I took my car in for new brakes and while the car was in the dealership's possession, I had several credit cards and gift cards stolen from me. These cards were then used all over ****************. I have filed a police report and am waiting for them to get back to me. When I picked up my car I asked to speak with the service manager. When I voiced my concerns, I was dismissed and told "I 100% guarantee none of my workers stole your card and we aren't to blame". The car was in *******************' possession when my things were stolen. I will never use this company again as I cannot trust them anymore and they should be held accountable when cars are in their possession.

  Business Response

  Date: 03/24/2024

  To whom it may concern, 

  We are deeply sorry to hear what happened. The dealerships are independent franchisees so we suggest continue working directly with the ******************* management. 

  Thank you

• Initial Complaint

  Date:03/18/2024

  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 mid-February 2024, my 2018 Mazda CX-5 had a rubber burning smell and smoke leaked into my cabin. I noticed the next morning, oil leaked onto my driveway. I brought the car to the dealership, and the dealer performed the diagnostic test and mentioned the issue was a cracked cylinder head. Total costs of the repair are over $6,000 and Mazda will cover $2,000 (less than 40% of the repair cost). I did some research (i.e. public Mazda owner forums) and numerous Mazda CX-5 owners have experienced the same issue with their cars and some indicated that their repairs costs were fully covered by Mazda (even though their cars were outside of the warranty period). ***************************************************************************************************************************************. Additionally, I researched this issue some more and found a TSB on the model. The cause of the damage is in fact a defect in the casting of the cylinder head by Mazda. Mazda is aware of a casting defect in all 2.5 liter turbo engines produced from 2015 to 2020 since they issued a TSB for this exact issue. Why is Mazda willing to take partial ownership of their defect and poor design but forcing me to pay for the costly repair when it should be covered under a warranty as a recall? Also, why is Mazda taking full ownership of repair costs for some customers out of warranty but not all customers? I asked this exact question to the case manager and supervisor and they could not provide a valid reason. Lastly, my experience with Mazda customer service was absolutely horrific. It took over a week to get a call from the case manager on the status of my car. The Mazda customer representatives on chat told me I should receive a call from the case manager within 48 hours. This is unacceptable on so many levels by Mazda corporate.

  Business Response

  Date: 03/19/2024

  To whom it may concern, 

  We reviewed the conversation you had with Customer Experience case manager and supervisor. The goodwill offer is Mazda's final offer. Please keep in mind the Powertrain Warranty has expired. 

  Please work with your case manager to have the vehicle repaired. 

  Customer Answer

  Date: 03/19/2024

  How is my goodwill offer determined? Covering 37% of the cost is an arbitrary number that doesn't seem reasonable when considering that my car has less than ****** miles.

  Why is my goodwill offer less than what other Mazda owners have received for the exact same manufacturer issue and who had expired powertrain warranties? See forum link here: ***************************************************************************************************************************************

  Why is Mazda not taking FULL Ownership for a manufacturing defect that they issued a TSB for?

  Anyone with a brain knows that this issue should NOT happen to a car with less than ****** miles yet Mazda wants to force their customers to cover repair costs. 

  Business Response

  Date: 03/19/2024

  Like mentioned before, it is best to work your case managers to have your questions answered.

  Regards

• Initial Complaint

  Date:03/17/2024

  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 requesting your help with my 2022 Mazda 3 car defect. I am a loyal Mazda customer and replaced my *********************** 3 with a new 2022 Mazda 3 premium edition AWD in April 2022. I began having issues with the car failing to start in August 2023. I have been to the service center four times and the issue is still not resolved. My car is unreliable and I cannot sell it as it has this defect.

  Business Response

  Date: 03/18/2024

  To whom it may concern, 

  Your comments have been forward to the ************************** for follow up.

  Customer Answer

  Date: 03/18/2024

  Dear Mazda representatives,

  I have received your response. From Mazda "To whom it may concern, Your comments have been forward to the ************************** for follow up." This is not an acceptable avenue for me as I have already talked to the Customer Experience team twice.  I have two separate tickets and the second one was to be escalated on March 11,2024. I was told I would have a response within 48 hours. It has been seven days and I have heard nothing from this department. I am hoping there is someone above this level who will help me.

  Thank you,

   

  Business Response

  Date: 03/19/2024

  I am sorry if you feel the response is not appropriate; however, the ************************** Case Manager is the best course of action. Your case manager, ******* will be contacting you. 

  Customer Answer

  Date: 03/25/2024

  ****** did reach out to me on March 19th, 2024 regarding my 2022 new purchase of a Mazda 3 with a faulty starter. She was very kind and explained that she would need to consult her superiors regarding my case. They are going to decide if they want to; offer the price of my car for a trade in or wait to see if this last repair works. My car has been in the shop on three occasions and prior to that, I was instructed over the phone that purchasing a new battery would fix my car that will not start correctly. I replaced the battery in August of 2023, not better. Then I was asked to bring my car in in September for a computer reboot. That didn't work. The third time, my car was in the service center for 30 days and multiple items were replaced including the fuel pump. My car is currently in the service center. So far, it has been there for two weeks and they have explained to me that they are replacing the fuel pump.  I explained to ****** that I have lost faith my car will ever be ok. I have had problems with lagging and no start for over a year now and my car only has 17k miles on it. I purchased a new car so I would not have to worry and all I have done is worry and stress. My car is not fixed. I cannot sell a car that is faulty and I do not believe anyone would want to buy a car with 17k miles that's been in the service center numerous times. 

  I appreciate the call, but I thought I might have some follow up by now.

  Thank you

  Business Response

  Date: 04/19/2024

  To whom it may concern,

  Based on your vehicle's age, it no longer qualifies for Missouri's Lemon Law for a repurchase or replacement. We recommend you continue working with your CEC case manager if you still further issues with your vehicle. 

  Regards

• Initial Complaint

  Date:03/13/2024

  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.

  On 1/31/2024 I arrived at the Budget rental location ****************************************************. I was treated rudely by a new staff ***** who I later found out was the district manager. They only had one vehicle to offer me and it was a rugged off-roading jeep. I explained the purpose of the rental was to drive 15 hours each way to *******. He informed me the other options would be an additional cost per day as theyre an upgrade. I have 2 herniated discs in my back and was forced to upgrade. My orginal reservation for $229.47 resulted in over $500 for an upgrade. I expressed my dissatisfaction in the service and car selection to their complaint department and received an email ****** on 2/12/24 giving me a break down of the cost. I replied explaining my complaint was not initiated due to lack of clarity on billing. I replied explaining my grievances in bullet points to provide a clearer explanation of the events that occurred on 1/31/24. I have not received a response to date 3/13/24. Originally, I was not requesting reimbursement of the difference but now I would like to be refunded due to their lack of acknowledgment and follow through.

  Business Response

  Date: 03/13/2024

  To whom it may concern, 

  This complaint for the wrong company. This is Mazda ***; not Enterprise Rental.

  Thank you

• Initial Complaint

  Date:03/12/2024

  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.

  Date of purchase: 12/16/2023 Dealership name: North Park Mazda Dealer address: ************************************************************************ Vin number: ***************** Car detail: Mazda CX90 turbo premium plus Artisan Red Price: $54,950 I have owned my cx90 for 3 months, but there is one bad news that Mazda drops the **** of cx90 up to $4000 and my turbo premium plus is the one has $4000 drop! That makes me feel unfair and upset. That is a big loss and I am strongly questioning Mazda's reputation and brand value right now. I need explanation and remedy from Mazda.Recently, there are cx90 owners complaining about the price drop decision and get remedy which the first-month payment and extend warranty. I already purchase extended warranty with dealership, then I ask for two-month installments as my remedy. The inquiry is pending and case number is ********. ******************************************************************************************************************************************** The link is about the current CX 90 owners complete process of dispute posted online.

  Business Response

  Date: 03/13/2024

  To whom it may concern, 

  Please continue working with your CEC case manager to resolve your concerns.

  Customer Answer

  Date: 03/13/2024

  i am assigned any CEC case manager

  Business Response

  Date: 03/17/2024

  Please follow up with your case manager. Thank you

• Initial Complaint

  Date:03/06/2024

  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 asking Mazda to do something about the engine of their CX-9 models. We purchased the model 2010 and bought it straight off the lot at the dealership. During the years, we have had quirky things to replace, unlike other Japanese cars we have bought in the past. We just hit ******* miles and thought we could continue to use the car for another 10,000-20,000 miles like most Japanese cars. We had a 2001 ****** Camry that hit over ******* miles and ran for almost 20 years. Recently the car's engine went out because of the water pump exploding in the engine. I think that this defect should be mentioned to other customers not to buy Mazda cars because of this obvious defect. I have also researched this more recently and there are a lot of customers that have complained about this same issue. I am having to now pay $9,660 to replace the engine. We chose to use the same dealer we bought the car to replace the engine. We are thankful that the car did not have an accident while dealing with these engine issues. We enjoyed the car but the recent problems have made us weary about repurchasing another model of Mazda.

  Business Response

  Date: 03/07/2024

  To whom it may concern, 

  Please feel free to contact Mazda's ************************** to discuss further. They can be contacted at ************.

• Initial Complaint

  Date:03/03/2024

  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.

  Bought a brand new CX5 Turbo Premium on Dec 31st. From day 1 there have been unnatural vibrations with the car that gets worse at higher speeds (60mph+). Have taken it to 3 different dealerships. First time the Fremont Mazda dealership just said it is ok (it was not ok), sent me home. Then I went to ******, they said they feel the issue but could not fix it, sent me back to Fremont Mazda. This time Fremont Mazda said they feel the issue and roadforce balanced the tires. But the issue came back in 2 days. Went back, they roadforce balanced again, and the issue came back in 2 days. Went to ****** Mazda this time, they said the roadforce balance was not done properly, they just kept adding weights!! Then they said the Toyo tires had a tsb before and they have a hard time staying balanced. They balanced the tires again, and this time it is better but still not resolved. I lost too much time from work and I have no more time to keep running around. Mazda customer service does not respond. I called multiple times and emailed multiple times but very little response. See case# ********. I cannot believe this has been my experience with my brand new car. Due to this:1. I have lost so much time from work 2. I have stayed awake with anxiety on buying potentially a lemon 3. My car has been in dealership 5 times and has now lots of wheel stickers due to multiple balancing and wear and tear.I need Mazda to:1. Pay for full set of brand new tires (NOT Toyo but Michelin or Pirelli 19 ones) and installation. Around $1200 in ******* If that doesn't fix the problem then follow-up to ensure it is fixed.2. Compensate for all the wear-and tear on my brand new wheels from all the balancing - put brand new 19inch wheels. 3. Compensate for my time running around dealerships where they screwed up balancing and made me wait - 4-5 visits to dealership each 4 hours - at $100 an hour= $1600.4. Or take back the vehicle for a FULL REFUND of purchase price and associated fees, taxes etc.

  Business Response

  Date: 03/04/2024

  To whom it may concern, 

  Your case has been escalated to a case manager for further review. Please allow 2 to 3 days for a case manager to make contact. 

  Regards,

• Initial Complaint

  Date:02/26/2024

  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.

  Issue Description: Recently, I noticed a persistent humming noise emanating from my vehicle when driving at speeds of 40 miles per hour and above. The noise becomes progressively worse as the speed increases. Concerned about this issue, I promptly brought my car to your service center for diagnosis. ************************************* center conducted a thorough diagnostic test and identified that the humming noise could be attributed to either the transmission or the transfer case. To provide clarity, I have attached a video of the noise, as recorded by the service center.Note Im not sure all has been done to effectively demonstrate the issue to the warrant service for the matter. I found a service bulletin (I have attached) and it notes that a similar vehicle should be run next to it to compare the sounds to help further determine if there is an issue. Corporate Communication: I was informed that corporate had been contacted regarding the repair. Unfortunately, I received the disappointing news that they would not cover the necessary repairs. Conclusion:The evidence is clear, my car has a significant issue, and I firmly believe that more can be done to challenge the warranty decision.

  Business Response

  Date: 02/28/2024

  To whom it may concern, 

  We apologize for any confusion, but Mazda has not made a final decision on whether or not the repair will be covered under warranty. As of last night, our technical team finally received addition from the dealership. Please allow us some more time. 

  Regards

• Initial Complaint

  Date:02/16/2024

  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.

  We bought a new 2023 CX-50 in May of 2023 and in October of 2023 my wife hit a deer requiring the vehicle to be towed to a collision body shop for repairs as it was undrivable. We were notified of 10 different parts that were backordered, February 11th we were notified that finally after 3 supposed parts delivery time-frames that 3 of those parts actually showed up. However there are still 7 parts on backorder with no end in sight. It's been almost 4 months, one CSR at MazdaUSA told me that one part, in particular a distance sensor that is very important to the safety system of the vehicle might not be available until 2025 ! They say they MIGHT pay for a rental but chances are that they won't reimburse us. This is completely abd utterly 100% Mazda's fault. They try to blame suppliers but yet our dealership says they keep getting truckloads of new vehicles every week. That shows that Mazda is far more interested in prioritizing selling new cars over providing parts for vehicles customers have already bought. It's not right. We still have to make our loan payment.We still have to make our insurance payment because we have a loan on it and the bank only gave us a 30 day window of storage insurance. We don't have the money to rent a car on the hope that Mazda maybe, possibly, might pay for it after we pay for it.The reps we've talked to actually have said it's likely that Mazda won't pay for a rental. We believe at the minimum Mazda should reimburse the loan and insurance payments after the 90 day window AND provide us a vehicle to use until ours is repaired with the parts Mazda keeps backordering despite the undisputed fact that they continue to build thousands of these vehicles to sell but won't provide parts to repair them. We are thinking this also might be covered by ********'s lemon law but hope that Mazda will do the right thing.

  Business Response

  Date: 02/16/2024

  To whom it may concern, 

  Your comments have been forwarded to Case Manager, Joy. Please allow her time to follow up. 

  Thank you

  Customer Answer

  Date: 02/16/2024

  Yes, *** was assigned our case Wednesday AFTER ******, another case manager never got back to us in weeks where i asked for our cases be escalated and all we get os a different case manager....

  Ridiculous !

  We want it escalated to someone that's actually responsible for getting these parts into this country.

  Somehow Mazda has all the parts they need to continue building thousands of vehicles but no parts for the vehicles they've already sold which goes to prove that Mazda doesn't care about past customers and is only concerned with making money by making new cars instead. 

  Wednesday when I called they said I'd get an email that day or Thursday with a list detailing when the parts that are still backordered would be delivered. 

  I got nothing from MazdaUSA.

  My case numbers are ******** and 00172523

  I joined 4 Mazda CX-50 ******** groups and my experience is far from the only negative one. There are dozens of others on each page going through the same thing we are and Mazda doesn't care. 

  We should at the minimum be provided a loaner car, there is no way that we should have to pay for a rental considering it is once again completely beyond any doubt totally Mazdas fault. 

• Initial Complaint

  Date:02/08/2024

  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.

  Purchased a 2017 Mazda cx9 back in mid 2019 with absolutely no problems whatsoever up until like 2 weeks ago when I noticed I had some leakage under the car which was confirmed to be a coolant leak,checked my levels which was low but not drastically had it towed to Mazda for them to confirm it was a coolant leak due to cylinder head leak and it would be ****** for a new engine which I dont have that type of money just laying around baffled cause I had no warning lights no temperature gauge warning light came on either. So I decided to do some digging thanks to ****** I learned that this cylinder head leak is more common and specifically unique to certain years make and models with the 2.5 turbo engines ( skyactiv) which led to a TSB being sent to dealerships which means they know that this is an issue, and possible Manufacturers issue theres to many people reporting the same exact issue so obviously Mazda is the common denominater here I think Ill head to channel 11 as well

  Business Response

  Date: 02/09/2024

  To whom it may concern, 

  We strongly suggest you contact Mazda's ************************** to further discuss your concerns. They can be reached at ************.

  Thank you