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:06/20/2025

  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.

  I have asked Mazda many times to remove me from their marketing lists but they continue to spam my email inbox and snail mail inbox with junk mail.

  Business Response

  Date: 07/16/2025

  Good afternoon, 

  Thank you for giving us the opportunity to review your concern. We have involved the supervisor with the customer experience to review and handle your concern. 

  Regards

• Initial Complaint

  Date:05/29/2025

  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 a new Mazda owner of a 2025 CX5. I bought this car in February of 2025 with 61 miles on the vehicle. I stored my new vehicle in the garage during the winter and only had 700 miles on it when I noticed spotting and chipping on the bumper of the car after hand washing the car in late April. There are numerous paint chips on the bumper, tailgate and surrounding areas. I called Northtown Mazda, where I purchased the car. I had previously sent them pictures to confirm the chipping. The dealer confirmed that the car paint was covered under the cars warranty and asked me to bring the car in. At this time, they took more pictures and wrote up an estimate to have the paint repaired. This estimate and more pictures were sent to the Mazda Corporation for approval. The Mazda corporation emailed the service manager and asked him to wash the car and take more pictures! I brought the car in a second time, complying with Mazdas request. The service manager has just informed me that Mazda is not going to honor their warranty with no explanation as to why it would not be honored. I am asking that the paint chipping problem will be repaired, and the warranty will be honored. I am including documentation which states that it is NEW YORK STATE law that ALL new cars purchased and registered in ******** State are warranted against ALL MATERIAL DEFECTS. Paint chipping is a material defect. Mazda also states that the car has a ****** mile/5-year bumper to bumper warranty.

  Business Response

  Date: 06/05/2025

  To whom it may concern, 

  We see you recently opened a case with the customer service department. Please continue working with your case manager to resolve your concerns. 

  Your customer service case number is ******** in case you do not have it. 

  Thank you

  Customer Answer

  Date: 06/09/2025

  My complaint was not resolved.

  Business Response

  Date: 06/09/2025

  Please continue working with your case manager. Thank you

  Customer Answer

  Date: 06/12/2025

  I have reached out a couple times to the case manager about my case and have received no response. The person who took the message said she read in the notes that the chipping paint was due to environmental fallout. The car has been stored in the garage and does not show signs of what is defined as environmental fallout. There are tiny chips in the paint. I test drove the car with 7 miles and when it was delivered it had 61 on the odometer,which is of itself, suspicious. I have heard nothing else from the dealer or North American Mazda and this type of business practice is unacceptable.

• Initial Complaint

  Date:05/27/2025

  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.

  On 08/06/2024, I leased a 2024 Mazda 3 from ******* Mazda in *****, *******. The Finance Manager, ***** ******, offered me a **************** Plan covering oil changes and tire rotations every 5K miles over 3 years or 35K miles at a cost of $498.00. I was told that the plan would be honored at any Mazda dealership. I purchased the plan and have since had the car serviced (oil change and tire rotation) three (3) times. The first time was at Coast Mazda in *********************, *******, and they honored the plan. The second and third times were at Fields Mazda in *********, North ********* After the third service on 04/15/2025 at ******, I was contacted by ***** **** in their service department on 04/30/2025 and told I owed them a balance of $35.74 for the service on 04/15/2025. Ms. **** said my plan only covered part of the cost. When I protested, she suggested I take it up with Mazda directly and gave me the number for Mazda ***************** **************. I called Mazda **************** on 05/01/2025 and spoke to ****** who told me that Mazda dealerships were all separate franchises and pointed to the fact that I was NOT enrolled in Mazda ********* their official plan. I told her that I had never been offered such a plan or told that one existed. ****** assigned case number ******** to my complaint and said she would refer it to a Case Manager. On 05/08/2025 I spoke to Case Manager ****** at extension 124-0272 who said it was odd that the agreement had been honored the first two times and not the third. She said she would look into it; that it might take a few days. When I did not hear back for more than a week, I called **************** on 05/19/2025 and was unable to get through to ****** at her extension during regular business hours. A different agent, ********, eventually took my call and said she would let ****** know I had called and was still seeking a resolution to my complaint. As of today, I have not heard back and I do not believe I will.

  Business Response

  Date: 06/05/2025

  To whom it may concern, 

  We suggest you contact ******* Mazda management to discuss your concerns. This is non-Mazda brand service plan so unfortunately, we cannot provide addition information. 

  Regards,

  Customer Answer

  Date: 06/09/2025

  I purchased the service plan at a Mazda dealership when I leased the car. I was told by Mazda sales personnel that the service plan would be honored at any Mazda dealership. I do not believe that Mazda should be able to claim that they have no responsibility under a service plan sold by one of their dealers and represented as universally accepted at any Mazda dealership. This is not honest dealing and they should take responsibility for the representations their dealer made.

  Business Response

  Date: 06/09/2025

  Hello, 

  Unfortunately, the information provided before is correct. The dealerships are independently owned and operated which allows them to sell and promote service plans at their choosing. 

  Thank you

  Customer Answer

  Date: 06/12/2025

  I do not accept Mazdas position that they are not responsible for what their dealers do and say. If this is truly their position, then the BBB should advise the public to be cautious at Mazda dealerships, because the company apparently lets them do and say what they want and will not help you if they sell you a service plan under false pretenses.

• Initial Complaint

  Date:05/19/2025

  Type:Product 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.

  On 19 Dec 2024, a case (#********) was opened with Mazda due to issues with a new 2024 Mazda CX-90. I purchased the vehicle in August ***************************************************************** October 2024. After several visits to the dealership over a couple of months, the headlight system was replaced completely. During this time, I filed a lemon law complaint with the state and Mazda ***************** I was assigned a Case Specialist, who would take weeks to months to respond back to emails. In January 2025, I was offered a buyback or cash settlement for the vehicle. I requested to move forward with a buyback. I received a response back at the end of March 2025 outlining the details of the buyback and was again offered a cash settlement. With the buyback I would be responsible for several thousand dollars and after so many months I accepted the cash settlement to wrap up this issue. I completed all paperwork required for the settlement within a day. As of 5/19/2025, I have not received any follow up from my case specialist after being told I would receive a settlement in 2 to 3 weeks. Even after multiple calls, messages left with the call center and direct emails, I have received no response on the status of the settlement. I sent a follow up on 5/17/2025 and requested to move forward with a buyback because apparently a settlement was not completed. I would prefer not to own a Mazda with the customer service I have received this far. I am requesting a buyback so I can close out this issue.

  Business Response

  Date: 05/29/2025

  To whom it may concern, 

  Thank you for sharing your feedback. Your comments have been forwarded to **** your case specialist for further review. 

  Regards

  Customer Answer

  Date: 06/02/2025

  
  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 it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:05/17/2025

  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.

  I am a repeat Mazda customer (this is my *********************** and I am filing this complaint due to repeated transmission failure on my 2020 Mazda CX-30, VIN: 3MVDMAEM3LM12044. The original transmission failed just 6 months into ownership. After Mazda kept the car for nearly two months, they replaced it with a refurbished transmission that had approximately ****** miles on ******, only a few years later, the replacement transmission is also failing. This means Ive had two transmission failures on one vehicle in less than 5 years. Mazda has confirmed they have all the records of the original failure and replacement.While I understand my vehicle is outside the original warranty, this is not normal wear and tearit is a clear pattern of failure, starting with a defective factory part and followed by a substandard replacement. I am asking Mazda to offer a goodwill repair or reasonable resolution based on the history of this vehicle and my loyalty to the ******* hope this matter can be resolved fairly and quickly, without the need for further action.

  Business Response

  Date: 05/19/2025

  Hello,  

  Thank you for allowing Mazda to review and respond to your claim. Based on the history, your vehicle currently has ******* miles. The Powertrain warranty is ****** miles. Unfortunately, Mazda would need to respectfully decline any goodwill assistance. 

  Thank you

  Customer Answer

  Date: 05/21/2025

  I am reaching out to formally escalate an issue regarding repeated transmission failure on my 2020 Mazda CX-30. I am a loyal Mazda customerthis is my third Mazda vehicleand Ive always appreciated the brands reputation for reliability and quality. However, this recent experience has shaken my confidence in that commitment.
  
  I purchased this vehicle brand new in 2020, and within just six months, it developed serious transmission issues. After being held at ******** Mazda for nearly two months, Mazda diagnosed the issue as a factory-defective transmission and replaced it with a refurbished unit that I was told had roughly ****** miles on it and was considered like new.
  
  Fast forward four years, and the replacement transmission is now failing as well. That means I have experienced two transmission failures in under five years on a single vehiclewhich is both unreasonable and unacceptable for any modern car, especially one from a manufacturer Ive trusted for years.
  
  I understand the vehicle may now be outside the basic warranty period. However:
  
  Mazda already has full service records confirming the prior transmission issue and replacement.
  The first failure was the result of a factory defect, and the part provided was not new.
  This second failure clearly continues a pattern of premature mechanical failure.
  
  I am requesting that Mazda take appropriate action and offer a goodwill resolutionwhether that be a full or partial transmission replacement, a manufacturer goodwill repair, or an alternate form of compensation. Given that *** had three Mazda vehicles, and you already have the documentation confirming both failures, I believe this is a reasonable request based on the circumstances and my long-standing customer loyalty.
  
  This is not a case of neglect or misuse. Its the result of being supplied a defective original part, followed by a substandard replacement. I hope Mazda will stand behind its product and resolve this fairly.

  Business Response

  Date: 05/21/2025

  Thank you for your message. Like mentioned before, the vehicle is excessively beyond the warranty coverage. Powertrain Warranty is ****** miles and your vehicle is showing ******* miles. 

   

• Initial Complaint

  Date:05/11/2025

  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.

  HELLO.THE BELOW ***** WAS SENT TO THE MAZDA CORPORATION ON DEC 24, 2024 AND THEN AGAIN ON DEC 31, 2024. WE HAVE HAD NO REPLY WHATSOEVER FROM MAZDA EXCEPT FOR THE **** REPLY MAIL STATING "WE HAVE RECEIVED YOUR ***** AND WILL REPLY TO YOU....".THE SITUATION HAS BECOME MORE THAN FRUSTRATING AS THE PAST TWO WEEKENDS WHEN THE CAR IS NOT USED OVER SATURDAY, IT FAILS TO START AND IS TOTALLY DEAD.PLEASE SEE THE ***** BELOW (sent from email address: **************************)Dear Mazda Auto Company,I hope this message finds you well. I am writing on behalf of ***** ******** to express our deep frustration regarding an ongoing issue with the vehicle leased from your company. Since the lease began, the car has been repeatedly failing to start, and despite multiple service visits, the problem persists.A few weeks ago, the battery was replaced (by the Mazda dealer), yet the issue continued. Most recently, a week ago, we were away and did not use the car for a few days, only to return and find it would not start. Even more concerning, over the past few days, during extremely cold weather, the car failed to start again.This situation has become extremely frustrating and has led to significant disruptions, including lost time from work. It is clear to that there may be an underlying electrical issue that is draining the battery, and I believe it should be thoroughly inspected by a qualified technician, and a loaner vehicle should be given until the problem is thoroughly clarified. I would greatly appreciate it if you could take immediate action to resolve this issue once and for all, as it is no longer acceptable for the vehicle to remain unreliable.Thank you for your prompt attention to this matter. I look forward to hearing from you soon.Sincerely,*** ******** on behalf of ***** ******** Account# ************************************ CX-9 Tour last 8 of VIN: P064 8615

  Business Response

  Date: 05/19/2025

  Hello, 

  Your comments have been escalated to the Supervisor within Customer Service. 
  

  Please allow 2-3 business days for follow up.

  Thank you

  Customer Answer

  Date: 05/21/2025

  
  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 it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  Date:05/01/2025

  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 2024 Cx-90 PHEV has had an incredible amount of safety recalls and should be declared a lemon. Another one came today, which I think is the 10th one. I have lost confidence that this car was produced safely and will not have further significant safety recalls. My family rides in this car every day. VIN ***************** I am requesting a full refund of all monies, including all equity used for down payment.

  Business Response

  Date: 05/13/2025

  Hello,

  Thank you for giving Mazda the opportunity to address your lemon law request. ************** Law coverage is 12 months from the time of purchase. Unfortunately, your vehicle does not qualify for lemon law relief since the coverage time frame has expired. 

  Please feel free to contact the Customer Experience if you need further assistance or questions.

  Thank you

  Business Response

  Date: 05/14/2025

  Hello,
  
  Thank you for giving Mazda the opportunity to address your lemon law request. ************** Law coverage is 12 months from the time of purchase. Unfortunately, your vehicle does not qualify for lemon law relief since the coverage time frame has expired. 
  
  Please feel free to contact the Customer Experience if you need further assistance or questions.
  
  Thank you

  Customer Answer

  Date: 05/14/2025

  While 12 months may have passed to qualify as a lemon, the never ending recalls are dangerous and unacceptable. This car is clearly not safe based on the recalls alone. This car needs to be repurchased or replaced. 

• Initial Complaint

  Date:04/08/2025

  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 PHEN Hybrid vehicle in October of 2024. In March of 2025, I was notified by Mazda that the incorrect tires were put on the vehicle. When contacting Mazda on March 20th, 2025, I was told there would be a response in 2 to 3 business days. As of April 8th, there has been no response to my inquiries regarding the matter. The issue has not been resolved.

  Business Response

  Date: 04/17/2025

  To whom it may concern, 

  We apologize for the lack of follow up on Mazda's part. Your comments have been escalated to a Supervisor so please expect follow up call within 24 hours. 

  Thank you

• 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