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

  176 S Washington St Norton, MA 02766

• 

  Mazda North American Operations

  200 Spectrum #100 Irvine, CA 92618

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:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 2018 Mazda CX-9. My screen began delaminating a few weeks ago. I spoke with Mazdas customer ************** told me, & I can quote because I still have the voicemail, visit your Mazda dealership for further assistance. They can determine if theres any coverages available and they will be able to assess the issue.. So I got up early and went to the dealership and they told me they needed some sort of approval through Mazda to assist in the delaminating, but they can clearly see the screen is delaminating, they just need approval to do out of warranty work. They said there was a bulletin about this issue with this specific model. I went home then called ************************* told me I needed a diagnosis from the dealership to move forward, & estimated this would cost a couple hundred dollars out of pocket & that they may or may not assist in the replacement because the car is out of warranty. Taking time out of my day to drive back to the dealership without a direct yes or no that they will help feels like a waste. A quick search online told me this is a known issue & all vehicles with these screens experience 100% failure rate that happens 6-7 years after manufacture, so its not an issue that would come up within the warranty period. My husband had a dodge challenger that experienced the same ********** called ************ didnt even look at the car, they knew it was an issue, they knew his car was out of warranty, they just scheduled him an appointment over the ********** showed up and it was fixed. I would urge people to think about this lack of assistance for a known issue when considering purchasing a vehicle from Mazda & choose a more reputable brand. Other manufacturers stand by their products! When the screen goes you lose so much: the radio, the navigation, the backup camera, etc.. I am a small business ********* cant imagine running a business where everyone who purchased a product from me had the same ********* just didnt do anything! Buyer beware!

  Business Response

  Date: 12/03/2024

  To whom it may concern, 

  Please continue working with your customer service representative ****** towards a resolution.

  Thank you

• Initial Complaint

  Date:11/20/2024

  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.

  Mazda engineered a defective cylinder head and causes coolant leaks. It is very expensive to fix, in my case it was over $5,000. Mazda is offering some customers reimbursements but denied my claim. I work for a home builder, and if a customer has a warranty issue, outside of their warranty, and its deemed, that it was done wrong from the beginning, they fix it. Clearly Mazda knew and knows of the issue, hence the redesign of their engine.

  Business Response

  Date: 11/21/2024

  To whom it may concern, 

  Please contact  the customer service department at ************ for quicker response and resolution.

   

• Initial Complaint

  Date:11/17/2024

  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 was initially concerned about my Mazda's entertainment system when first reaching out to you.This was because for some unknown reason, the Reverse camera and ******** just stopped working,After I reset the radio to factory settings, it started working again after a few ******** I am down to the annoying feature where the radio just starts randomly changing stations, and the icon selections at the bottom of the screen just autoselect.Same thing for the navigation system .Now the volume changes randomly and obstructs my driving.and So now I am down to the above issue, and the fact that the Courtesy light doesnt work with the door opening + the air cannot be pointed at the driver side directly.I took the Mazda 6 to the dealership as advised by you. They confirmed same, and provided me with a worksheet for repair. See enclosed.I understand that the carplay update would be my responsibility so that value could be ********** hope is that you can address these issues. My expectation for Mazda repair contribution remains a possibility.-- A case number has been assigned File Number ******** on August 9.I have complied with all Mazda's requests. ( Paid $150 at the local Mazda Dealership for the diagnosis)See attachments.

  Business Response

  Date: 11/18/2024

  To whom it may concern, 

  ****** from **************** emailed you advising the goodwill offer has been approved. Please review your email and respond to ******. 

• Initial Complaint

  Date:11/15/2024

  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 2021 CX5 new from the dealer. throughout our use the car would not warn us about being low on gas until the car only had 6 miles of gas left. This is scary when you are driving cross country. Issue was never resolved. As the car approached the end of it warranty we took it into the dealer any times but they were unable to fix it. Filed case #******** with Mazda who informed me that the car was working as designed and flat refused any resolution except a discount on a 2024 model. It was hard to believe that any Mazda employee could stand behind the statement that it is not a problem for the first warning of low fuel to be six miles to empty...but that happened over an over. No credibility. So disappointed in Mazda. Have purchased three cars from them. Never again.

  Business Response

  Date: 11/17/2024

  To whom it may concern, 

  It is unclear what you are requesting. Please advise. 

  Thank you

  Customer Answer

  Date: 11/22/2024

  **** ****** Mazda ******

  Customer Answer

  Date: 12/23/2024

  It is unclear from the last communication what is the next step. It appears that you are asking me what resolution I am seeking. I am trying to be clear that I am asking Mazda to repair the vehicle.
  
  The first warning that the vehicle is low on fuel is 6 miles. This is totally unacceptable, yet the company is telling me that the car is performing as designed. In person they tell me that this is an issue and have kept the car many times for a month at a time and reset everything over and over to factory settings, but nothing has fixed it. When I escalated it to corporate, they said the car is functioning as designed and they refuse to fix it.
  
  Anyone driving any car can not agree that 6 miles is sufficient notice that one is low on fuel.
  
  Please let me know if this is not clear.

  Business Response

  Date: 12/23/2024

  Hello, 

  The vehicle's applicable warranty has expired since 10/2023. Please feel free to contact your Case Manager, ***** if you have further questions. Thank you

  Customer Answer

  Date: 01/09/2025

  Regarding the last email that the car is out of warranty, while that is true NOW it was not the case when the car was first taken into the dealership for warranty work. The business (Now **** ****** Mazda) is well aware of this since the car was in their shop for 4-6 times for the same problem and for a total of about two months aggregate time. They have replaced some things BUT NEVER FIXED the problem. They have admitted it is an issue and acknowledged that a first warning when you have only 6 miles of fuel is an issue but when corporate got involved they simply told me that the car was performing as designed. This is inconsistent with reason, no driver of any car would agree that being warned that you have six miles of gas remaining is an acceptable warning. Multiple times they tried to reset the car to factory settings believing that this would fix the problem. This confirms for me that they know 6 is not a good warning number. All attempts to reset to factory settings did not resolve the issue and they tested and retested and each time the car continued to delay first warning until 6 miles. They say there is nothing they can do but this is unacceptable. No one wants to drive a car with only 6 miles of out of gas warding.

  Business Response

  Date: 01/09/2025

  Hello, 

  If you are still having issues, please visit the dealership or feel free to contact ***** with your case number. A goodwill repair was performed in August so further troubleshooting would be needed if issues are present. 

  Thank you

  Customer Answer

  Date: 01/15/2025

  My question is who is *****, how do I contact her, and what is the case number that is being referred to?
  
  Thank you

  Customer Answer

  Date: 01/15/2025

  My question is who is *****, how do I contact her, and what is the case number that is being referred to?
  
  Thank you

  Business Response

  Date: 01/21/2025

  Case number is 00254719. We have escalated your comments to a CEC supervisor for review and further follow up. 

  Customer Answer

  Date: 01/30/2025

  My car has not been fixed. Mazda as not reached out to me to resolve. I do not know who "*****" is to contact her. Mazda needs to provide specific direction regarding how they want me to proceed to get the car fixed. Thank you.

• Initial Complaint

  Date:11/15/2024

  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.

  I purchased a new 2022 Mazda CX-5 from ******** Motors in *************** on 08/26/2022. My vehicle has been in for 5 times for the same oil leak repair. It currently has ****** miles and is sitting in my garage seeping oil in the same area after being fixed for the 5th time and I am scared to drive it due to my family and other peoples safety. I sent Mazda 2 different certified letters. The first was sent on 10/03/2024 (Mazda signed for the letter on 10/05/2024) as a final attempt for Mazda to repair. I sent another demand letter on 10/04/2024 (Mazda signed for this letter on 10/05/2024) because my vehicle was leaking oil and had to go back into the dealership the day after I sent the first certified letter for the 5th repair (date of this repair was 10/07/2024). Both of the letters and the offer from Mazda have been uploaded. Mazda has offered us $2,500 cash settlement as a result of our inconvenience. During this period I have been in a rental from the dealership around 45 calendar days and had to take annual leave from work to deal with the repairs. We would like to get a refund for the vehicle under the Arkansas Lemon Law. Please help!!

  Business Response

  Date: 11/17/2024

  To whom it may concern, 

  Per your state's lemon law, car manufacturers are afforded a final repair opportunity. Mazda views your visit on 9/16/24 as our final repair opportunity. Is your vehicle having issues after this repair. 

  If so, please advise your case specialist ****. If not, please consider Mazda's compensation offer. 

  Thank you

• Initial Complaint

  Date:11/15/2024

  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.

  These morons don't know anything about sound! What kind of garbage sound system they put in these cars that cost over 15k? You think that's cheap? Already giving out! Garbage bass! Idiots! Their buttons don't light up at night and interior parts fall apart! Stick to making food! You don't know anything about cars and I hope crushing tariffs are imposed upon these imported vehicles!

  Business Response

  Date: 11/15/2024

  Please feel free to contact the **************** team at ************.

  Thank you

• Initial Complaint

  Date:11/12/2024

  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.

  Hello, We purchased a 2024 Mazda CX90 5/18/23. Not long after we started having numerous issues including suspension noises, door handles sticking, software problems, steering issues while driving, lift gate in back not shutting, and multiple recalls. Im sure there are few other things I could have missed. This vehicle has been in the shop many days and weeks at a time and we are still having recurring issues and new ones arise from time to time. Our local dealership ******* Mazda has done there best but not Mazda ***. We are filing this with the BBB for some help in resolving our problem. We have filed a formal complaint with Mazda USA on 5/14/2024 and have ask for the vehicle to be bought back as a Lemon. After many months of following there protocol and many more times in the shop Mazda USA has not responded any longer to our calls and emails. Please let us know how we should handle and we hope that the BBB can help us with this. ************ is our number if needed.

  Business Response

  Date: 11/20/2024

  To whom it may concern, 

  Please submit your official buyback request via mail sent to Mazda Corporate. 
  

  Thank you

  Business Response

  Date: 11/27/2024

  There is already a case specialist working with this customer. Please have the customer follow up with their case specialist or wait for a response.

   

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1120/23 , I Purchased a motor vehicle from our dealership ( *** ***** Mazda at ****************) Mazda CX 90 2024 hybrid fully loaded. The vehicle has not been satisfactory because in December 2023, the car started showing the air bags malfunction sign on the dashboard, so I called the dealers but their office was closed until January 4 , 2024 and made an appointment to drop it on January 4. The mechanic inspected my vehicle and agreed to fix he problem under warranty the car stayed there until January 15, 2024 because of they found another problem that is the left radiator was leaking ,so they have to order the part so took them foe 11days to repair and to handle the car tomorrow me .however another problem started around February *******, it was the engine malfunction sign on the dashboard, when I called my dealer ,the mechanic told me not to drive it and they will send a tow truck to tow the car o the dealership location .I talked to mechanic around Monday on February 19, 2005 they told us the problem was the right radiator leaking and they said ,they have to order the parts and replace he radiator also he chager is overheating and the steering wheel has been recall. My car has been in the shop over a month and 9 days . I picked my car 03/ 26/ 2024 .Again I took my car to the dealers for service on 8/9/24, and again the radiator problem. I picked the car on 8/30/24. We took the car for service on 10/22/24 , and another radiator problem. We picked the car on 11/8/24 We have been talking to Mr. ****** ******* their representatives regarding the lemon law process since Apirl 2024 but we didn't get any answers . We have been out of of work every time the car is in the shop .

  Business Response

  Date: 11/11/2024

  To whom it may concern, 

  We apologize for the delay. Case Specialist ****** will be following up with you. 

  Thank you

• Initial Complaint

  Date:11/09/2024

  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 September 6, 2024, my 2021 Mazda CX-30 would not start while the vehicle was still under warranty. After Mazda's roadside assistance assessed the battery, I contacted two authorized Mazda dealerships: ********** Mazda (*******, **) and Suburban Mazda (****************, **).Both dealerships indicated they had no technicians available for the weekend. Neither dealership offered a loaner vehicle. Suburban Mazda suggested I have the battery checked at an auto parts store. Without transportation and unable to wait several days for service, I purchased a replacement battery from Advanced Auto Parts for $219.99 plus ****** September 2024, I sent a detailed certified letter to Mazda requesting reimbursement for this warranty-covered repair, including all relevant documentation. To date, I have received no response from Mazda regarding this matter.I am seeking reimbursement for the battery replacement cost.

  Business Response

  Date: 11/11/2024

  To whom it may concern, 

  Please call the ************************** to discuss your concerns. The team will be best to review and make a decision.

  Thank you

  Customer Answer

  Date: 11/11/2024

  I already contacted the customer experience center via certified mail and did not receive a response. Advising to contact them via phone is not a solution.

  Business Response

  Date: 11/11/2024

  I am sorry but a calling into the center will be the quickest way to get an answer. Filing a claim with the BBB is not the first step in seeking reimbursement.

• Initial Complaint

  Date:10/31/2024

  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 inherited my Mazda CX-30 from my mother about 2 years ago. From the time I began driving the vehicle I was able to remote start the vehicle, now I have received a message that my trial has expired on this feature. Issue one is that I don't recall having seen anything that said this was a free trial feature, it is not clearly listed on the app when you use the app (as in nothing on the app that indicates when it will expire or that it is a trial feature). Issue two is that there is no other way to remote start the vehicle even though it is sold as having this feature (there is no remote button on the key fob) this is something that was specifically asked about when the vehicle was purchased. A $10 a month price tag is simply way to much for a feature that is built into the the vehicle that was paid for. ****************************

  Business Response

  Date: 11/04/2024

  The ***************** feature is a subscription based which was offered free for the first 36 months. Please feel free to contact Customer Support for additional questions.