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:04/05/2025

  Type:Order 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 2020 Mazda CX-5 purchased new from ****** Mazda in ************, **. At the last oil change and rotation maintence sometime last Summer/Fall(2024), we mentioned we were having issues with our entertainment system doing things on its own, like changing radio stations and dialing the phone to whatever phone was connected to it(my wife's or mine). I believe this is called "ghost buttons". We brought it up at the dealership during our last maintence there and they said , "well we have a notice on it, but no recall yet". Then stating it would cost approx. $482 to fix. This is totally crazy. They knew about the issue, we did nothing wrong and they want a lot of money to fix an issue that was their issue.

• Initial Complaint

  Date:03/30/2025

  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 2012 Mazda CX-7 Grand Touring 2.3L in November 2024. This car has nothing but problems. Rattles in the suspension even after replacing all parts. Road noise, rough ride, key communication issues. Now I keep getting check engine lights on, and misfire codes. So far I have spent $3883 in repairs on the car. A mechanic had to replace the fuel pump and repair some MAF wires. The cost of that was $1491. It was running for one day then broke down again with misfire on Cylinder #1. Now the shop wants $1300 to replace one single fuel injector. I had to have it towed home and declined the repair. I have called "Mazda Customer Experience" and they were not helpful.I still owe money on the car and can't sell it because it's too expensive to fix. After being an owner of three Mazda Miatas that were good cars, I can honestly say that the Mazda CX-7 does not live up to my experience with older Mazda cars. Now I'm being told by mechanics that the engine is actually a **** product.I am asking for compensation to fix the current fuel injector issue so that I can sell the car. Otherwise I would like to tow it to a shop and have it repaired by Mazda.

  Business Response

  Date: 04/14/2025

  To whom it may concern, 

  Unfortunately, the vehicle is no longer covered under the factory warranty and all repairs are the owner's responsibility. 

  Thank you

• Initial Complaint

  Date:03/26/2025

  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.

  My wife and I have two young children, and this vehicle poses a significant safety risk due to its erratic behavior. The vehicle experiences jerking while operating, and on occasion, the steering wheel involuntarily shifts to the left lane. Despite having taken the vehicle to the service department, a recall was executed, yet the aforementioned issues persist.

  Business Response

  Date: 04/14/2025

  To whom it may concern, 

  If you have not, please contact the Customer Experience Team at ************ so they can assist you.

  Thank you

• Initial Complaint

  Date:03/07/2025

  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 CPO car about 1.5 years ago. The battery health is already at 2% and has failed. I understand that the battery is a wear-and-tear part that needs to be replaced. However, when buying a CPO, I expect the battery to last at least the minimum lifespan of a car battery, which is 3 years. I called Mazda care and they said they can not help. When I try the dealer they told me finance will get back in touch with me and they have not called back. I have my car at Mazda of Valley Stream for service. I am asking that the battery be replaced free of charge. I came to turn on my car the other day and it would not start. Roadside assistance told me the battery is bad. Valley stream also told me its bad. Also the wheel opening moulding on the rear driver side one day just came off while driving on the highway. It melted and is damaged. I was not in any accident nor did anyone hit my car. The service center at ************* told me that the clips that hold it were damaged which caused it to happen. I do not understand how this happens on a CPO car You can contact Mazda of Valley stream to confirm about the battery and wheel moulding. I bought the car from Mazda of ********************. I am hoping this can be resolved quickly as I need the car back to get my little kids around and my wife is due within the month

  Business Response

  Date: 03/14/2025

  Dear Mr. ***************** you for reaching out regarding your vehicle's battery. Car batteries typically have a lifespan of approximately three years or ****** miles. Since your vehicle has exceeded ****** miles, it is understandable that a replacement was necessary.
  We recognize that you purchased your vehicle as a Certified Pre-Owned (CPO), so we have emailed you a $300 e-gift, which you can use toward future services.
  Please let us know if you have any questions or need further assistance.

  Customer Answer

  Date: 03/17/2025

  Thank you

  This exactly why I bought a CPO to have the confidence backing that parts have been checked and made sure not fail prematurely or be broken. I paid extra for this added secuirty and confidence in the car. Which is why I reached out when the batter died so quickly. I do appreciate the $300 to cover the battery which my dealer told me cost basically that much for a new one to be installed. Can you also help with the tire wheel cover? The car is with Mazda of ************* (**) still with their service center. You can contact them to ask about it

  Business Response

  Date: 04/10/2025

  To whom it may concern, 

  Unfortunately, the assistance provided was just for the battery. 

• Initial Complaint

  Date:03/03/2025

  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 experiencing ongoing issues with my 2025 Mazda CX-90 PHEV starting just two weeks after purchase. On December 26th, I brought my car to the service department due to a loud buzzing/humming noise. *******, the service manager, had a mechanic listen to the vehicle, and the mechanic confirmed that the sound was not normal. I was told they would contact Mazda for further guidance the following week.On December 28th, my car completely died and had to be jump-started by ***. The next day I went out of town on vacation and I had to jump the car an additional four times before I could return home and take it back to the service department around January 7th. My vehicle remained in the shop for nearly three weeks, only for me to be told that nothing could be done about the buzzing/humming noise and that they didnt know why it kept dying. Additionally, the Mazda app featuresincluding auto start, climate control, and other remote functionshave never worked. I filed a case with Mazda, and on February 27th, the service team cleared the vehicles codes, but this did not resolve the app issues. I have made multiple attempts to contact my assigned case worker over the past two months without success. I scheduled a phone call appointment with Mazda customer service for March 3rd at 4 PM EST, but the case worker failed to call **** have repeatedly tried to obtain a status update on my case and answers regarding the insufferable buzzing/humming noise, as well as the app functionality issues. Despite my efforts, I have yet to speak with my case worker and have been provided no solutions.I did not purchase a $60,000 vehicle to deal with these unresolved issues. I am seeking options to return this vehicle, as I no longer wish to deal with these persistent defects and lack of customer support.

  Business Response

  Date: 03/21/2025

  Hello, 

  A software update is now available to address your concerns. Please work with your dealership to have your vehicle fixed. 

  Customer Answer

  Date: 03/24/2025

  theres are more issues besides a software update. I am dropping the car off this week to see if they can resolve the humming noise issue and what option are available to return the car if its not fixable. Ive spoken with my  case manager, Candy and will have a follow up with her following the results of the car inspection. 

• Initial Complaint

  Date:02/26/2025

  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 2024 Mazda CX-90 PHEV for approximately $62,000 from *** ******* Mazda at ******, which currently has ~9k miles. Since the day I drove it off the lot, the brakes have consistently squealed. When I first raised this issue, the dealership stated that it was "normal" for new brakes and would go away after the break-in period. However, after months of driving, the issue persists.I brought the vehicle in for service at *** ******* Mazda multiple times to have the brakes inspected. I was then told that nothing could be done because "Mazda chooses to use inferior parts." This response is unacceptable. I have owned vehicles from *****, ******, ******, and ******** at half the cost of this Mazdaand have never experienced such an issue.This ongoing problem is not just an inconvenience but an embarrassment when stopping in public places. The brakes screech loudly, to the point that base gate guards visibly react when I drive onto military installations. A vehicle at this price point should not have such an issue, and the dealerships refusal to provide a solution is frustrating.Desired Resolution:I request that Mazda North America and/or the dealership:Properly diagnose and repair the issue, whether that means replacing the brake pads, rotors, or any other faulty components.Acknowledge whether this is a known issue with the CX-90 PHEV and, if so, provide a permanent fix for affected customers.Provide an official response explaining why a brand-new, high-end Mazda vehicle is experiencing this issue while competing brands do not.I am seeking a prompt resolution before escalating this matter further.

  Business Response

  Date: 03/21/2025

  To whom it may concern, 

  Please contact the ************************** at ************ for better assistance regarding your brake issue. 

  Thank you

• Initial Complaint

  Date:02/15/2025

  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.

  There is a service bulletin issued for the year my car was manufactured. But my VIN is not covered. I am having the same infotainment screen spider cracking as covered in the service bulletin. Originally the repair was $2200 and the offered $1000 as a good faith repair. I did not have the money. They found a cheaper way to repair it and when I contacted they were only willing to offer $250 instead of the $1000. I contacted again about the good faith deposit and they will not call me back even though I was told the case was expedited and someone would call me back in ***** hours. I have this all in writing. And was told the good faith repair would not expire.

  Business Response

  Date: 03/09/2025

  To whom it may concern, 

  Your comments have been escalated to a supervisor. Please allow 48 - 72 hours for follow up.

  Thank you

  Customer Answer

  Date: 03/17/2025

  I am rejecting the businesses response.  In Service Alert No. SA-008/18, ********* CX-9s were noted to have the exact issue that has been documented by the dealership on my infotainment screen. My car is also a 2018 CX-9. Mazda is only willing to cover $249.50 of the $1017.42 repair. This is a known defect in my cars year of manufacturing, but for some reason my VIN is not covered. They acknowledge that it may be caused by a faulty display. The display should be fully covered as stated due to the year of manufacturing. 
  

  
  

• Initial Complaint

  Date:01/21/2025

  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.

  Our Mazda CX5 has a faulty cylinder which is prone to cracks. Mazda knows about this flaw and this caused our vehicle to break down in traffic and smoke pour into the cabin. Everywhere I've read, Mazda has owned up to this mistake but never recalled these. Ive seen plenty of people reporting this exact same problem. I tried submitting this directly to them but kept getting an error message. This dangerous flaw led to a $7000.00 repair job for a car with barely 60K miles. This is not at all what we expected when buying a Mazda. I never would have bought this vehicle had I thought it had a fatal flaw like this and I will never buy a Mazda again if this is what we can expect. This is truly poor of a large auto manufacturer.

  Business Response

  Date: 01/27/2025

  Hello, 

  If you have not, please contact the ************************** for further assistance. They can be reached at ************. 

  Thank you

  Customer Answer

  Date: 01/28/2025

  they told me to call the general customer service center for some agent to listen, admit their wrongdoing, and tell me they wont help me. He literally admitted that this was their manufacturing flaw but they would not help me. 

• Initial Complaint

  Date:01/20/2025

  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.

  Please call for more information. I originally had repair done at one Mazda dealership and they insisted replacing only one part out of two would be appropriate and no issues would arise. They replaced a broken part with NON-OEM Mazda parts and failed to mention this. I go to Mazda for their service and OEM part use. I paid for the 90k+ mile inspection. I moved south and went to another Mazda dealer for the next 15k miles on my vehicle. Upon the last year and a half, there was never one mention of any issues with my vehicle after they perform the complimentary Mazda full vehicle inspection. Ive mentioned concerns about gas vapor smells in my vehicle. They originally misdiagnosed my vehicle, TWICE, and then stated nothing was wrong with the vehicle after they double checked it. Apparently, between the last 5k miles driven from my most recent service at this same Mazda dealer, I now have $8,800 of damages. The part which was replaced 15k miles ago has cracked AGAIN and put so much stress on the entire vehicle is caused the entire front end moving parts (control arm, ball bearings, etc) to now need replacement. Additionally, there were many issues with my breaks which somehow was never seen before. Also, they said there is a major leak which previously they MISDIAGNOSED TWICE and said my car was okay, they were incorrect about the diagnosis. However, they now found out where the original leak was from but stated they never knew about it. I contacted Mazda Customer Complaint Line on January 8, 2025, not including a handful of other documented times. It is now January 20, 2025 and I have NOT HEARD BACK FROM MAZDA, NOT A SINGLE TIME. I demand they replace everything wrong per the quote they sent me on my vehicle due to the negligence by Mazda dealerships to correctly inspect my vehicle, false OEM replacement parts not disclosed upon repair, along with failed parts. I am in an incredible amount of distress as I was advised to leave my vehicle with them during this time.

  Business Response

  Date: 01/27/2025

  Hello, 

  There is already an open case with the *************************** Please continue working with ******* towards a resolution. 

  Thank you

• Initial Complaint

  Date:01/17/2025

  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.

  2024 Mazda CX90 purchased new in November 2023. Vehicle has been subject to 4 recalls since accepting delivery. The most recent recall requires the replacement of mild hybrid battery. The vehicle went into service mode while driving and the flashed all sorts of warning lights to bring in for service immediately. There is a manufacturer backorder on the mild hybrid battery with no release date. My vehicle has depreciated 55% in the first year of ownership due to these problems while the average 3 row SUV depreciates 20-30% in first year. I do not have possession of the vehicle and the manufacturer will not assist with vehicle buy back without first attempting to fix the issue. I am still paying monthly payments to Mazda Financial for a vehicle I cannot drive or trade in. My wife and I do not feel safe traveling with our family in the vehicle as it could experience a loss of power while in motion. We want our downpayment and sum of all monthly payments refunded to us in exchange for Mazda accepting title of vehicle they have in their possession.

  Business Response

  Date: 01/17/2025

  To whom it may concern, 

  Your vehicle is no longer covered under New York State Lemon Law. The coverage period is ****** miles or 24 months. The vehicle has ****** miles deeming it ineligible.

  Thank you 

  Customer Answer

  Date: 01/23/2025

  The manufacturer defect existed at time of delivery and still exists. I am seeking a refund for a defective product, not a ****** on NYS Lemon Laws.