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: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 purchased my vehicle (2023 Mazda CX50) brand new in Feb 2023. The seats immediately began to fray and the threading was coming apart on all the seats. Over several months Mazda ***laced the seats 3 times. By the 4th time they put a stop to the ***lacement and told me they would get better made seats. That was in July of 2023. Since that time Mazda customer service and my dealership has largely ignored me and hoped that I would go away. It is absolutely outrageous at how they are not resolving this. At one point Mazda even closed my claim with them. Danjae is the claim *** that rarely returns my calls nor answers my emails at Mazda customer service. My case number is ********. The dealership(Piazza Mazda) in *******, ** is also not very helpful. I am dealing with **** ********** at the dealership (also dealing with a ******). I want a resolution to this and seats that will not fall apart. Now they are telling me that it may no longer be covered under warranty!!! Danjae's (DJ) number at Mazda customer service is ************ promt 2; ext *******. I can provide all the invoices for the 3 seat ***lacements to date, if needed.

  Business Response

  Date: 11/08/2024

  To whom it may concern, 

  Mazda is currently working with our supplier to improve the quality of the seat fabric. Please rest assured that your vehicle is fully covered under warranty. When updated parts are available, replacement can be performed. 

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  File #****** 6 weeks ago I was promised a reimbursement for payments due to my vehicle being at the dealership and being in a loaner for a total of 80 days in one year. The amount was suppose to be $1786 to reimburse payments and get my account current. The check was supposed to be overnight on the 20th bc next payment is due on Oct 9th still have not received check and no update on when. They now need to include Oct payment.

  Business Response

  Date: 10/01/2024

  To whom it may concern, 

  It will be best if you follow up with your case manager to inquire about the reimbursement.

  Customer Answer

  Date: 10/01/2024

  my case manager is a supervisor and she is the one who promised overnight delivery of my check on September 20th and now its not being mailed till Oct 4th. She broke her promise causing serious delays to now Im 84 days past due!! On Oct 9th it will be 90 days and since she dropped the ball and I cant speak with anyone higher thats as high as I can go. This is unacceptable when I am in a lemon trying to keep it out of court and you keep bullying me. 

  Business Response

  Date: 10/02/2024

  Hello, 

  I apologize it is taking so long. I've asked ***** the Supervisor to follow up with you.

  Thank you

• Initial Complaint

  Date:09/27/2024

  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 informed via email on 09/23/24 That my complimentary trial of Mazda connected services would end on 09/30/24. I was never made aware that my connected services were a complimentary trial. My connected services Included: Remote engine start. Remote lock and unlock. Vehicle finder. And vehicle health and status. Now I am being told that on 09/30/24 I will have to pay $10/month to keep these services.I live in *******, ** with very cold ******* and I bought this car because of this feature. This to me was a dealmaker. I feel that Mazda is not right in doing this to Mazda owners. It is not fair. It is not right.I do not think that Mazda should charge this montly fee.

  Business Response

  Date: 09/29/2024

  To whom it may concern,

  The ****************** is a paid service after the trial period of 3 years. Mazda has sent communication to our owners advising. If you wish to keep the service, you will need to pay for the subscription.

  Thank you

  Customer Answer

  Date: 09/29/2024

  I do not accept the response from Mazda. As I stated in my previous complaint, I was NEVER INFORMED that this was a TRIAL PERIOD. This is NOT RIGHT. NOT FAIR. BAD BUSINESS PRACTICE for MAZDA. Mazda is ignoring my complaint. They are just repeating that they are now informing Mazda owners that they informed us of the pending charge for connected services. 
  Dishonest 

  Business Response

  Date: 09/30/2024

  Hello, 

  Mazda's original response is correct. You will need to pay for the monthly services going forward. Additionally, there were NEVER any publications or advertising or notification stating this service is free for the life of the vehicle. 

  Customer Answer

  Date: 10/07/2024

  When I purchased my Mazda I paid for remote engine start. There was NEVER anything said nor is it stated in the written contract that I signed that this service was only temporary. 
  Therefore, I do not agree with the responses I received from Mazda. Every Mazda owner that I have spoken to regarding this matter agrees with me and feels this is a Jive move by Mazda.

   

   

  
  

• Initial Complaint

  Date:09/27/2024

  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 lease on a 2024 Mazda CX90, it has been in and out of the shop since I came in possession of it. I have attached the emails back and forth with Mazda corp as well as a copy of my lease and RO's is was just back in the shop the last 2 days for the breaks again. I finally took it to another outside mechanic to find out what the delayed/shuttering issue was and when Mazda said they couldn't duplicate it, my mechanic did right away and diagnosed it. He informed Mazda it was unsafe and they still refuse to help me. I want them to take the car back and give me a FULL refund on my down payment and payments I have made over the last 15 months. It's been in the shop more times than what I have RO's for but they didn't create one everytime it went in there but the ** of our local Mazda can confirm this.

  Business Response

  Date: 09/29/2024

  To whom it may concern, 

  Thank you for allowing Mazda to review your complaint. We reviewed the repair orders and case notes. Mazda has determined that your vehicle does not qualify for a refund. There are no warranty repairs related to your complaint. 

  We suggest you continue working with your Customer Experience representative to address your concerns.

  Regards

• Initial Complaint

  Date:09/27/2024

  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 bought a car from Mazda in ************. After doing all the research between them and corporate its come to my attention that Mazda is responsible for my concern. The car my husband bought for me this May 8th 2024 a Mazda CX30 is NOT performing and not giving the miles per gallon as given on Mazda website. Ive done the calculations, Ive logged, and kept receipts. Its no where near what its supposed to be. Ive complained to my local Mazda and have shown proof many times, and they told me to go to Corporate. Thats what Ive done. Now Im dealing with my case manager, who I told was the best named *****. But to me she is NOT the best. Ive spoken with ***** a grand total of maybe 10 minutes. Everytime I speak with her she makes me feel hurried and Wont hear my side of the story. Even when she does she doesnt hear me. I feel that Mazda had put me into a vehicle that is 100% false advertising. And I feel screwed over by this company. Its average MPG is roughly 18 which is ridiculous. The whole reason I bought this car from the salesperson is that he guaranteed me it had good gas mileage That is not true and Im considering getting a lawyer. On your website this year, make, and model is supposed to get 29 mpg combined city and hwy. It is NOT. ***** has been no help and Ive been pushed out the other door because Mazda in Mesa doesnt want to help me with a car they sold me. Even though I have a RECORDING from the ** stating hed help me. Please BBB help me. Im begging. I have receipts, more photos and logging if need be in the future. This car is suppose to be giving roughly ******* miles in range to a full tank. It never has 1 time. Im getting gas almost everyday when I work. It has to Stop. Please

  Business Response

  Date: 09/29/2024

  To whom it may concern, 

  The MPG listed on the window sticker is an estimate per the ***. There are many factors that affect real world MPG including but not limited to: driving habits, road conditions, excess weight. Additionally, modern vehicles have sensors per environmental regulations to monitor fuel trims. Check engine light will illuminate if the sensors detect excessive use of fuel. 

  Thank you

  Customer Answer

  Date: 09/29/2024

  I spoke to the director of service at Mazda Mesa named *****. This car is not performing as stated on Mazda. So Ive been logging the mpg by taking the miles driven total before each next fill up and deviding it by the gallons put in. Ive only been able to do two so far since I found this out. Picture atttached and I have gas receipts. 
  

  the car mpg is

  1) 18 mpg first time

  2) 22 mpg the next time

  I Will continue to log with photos and receipts

   

  on the sticker sheet which I have it states that city should be 26 and hwy 33 with combined together 29 mpg which I will also attach

   

  this car is NOT performing or giving me the mpg it should be. Im filling up sometimes twice a day. I have every receipt since *** bought this car and its NEVER let me fill it to 12.7 gallons which is also stated on website for this year, make and model. 
  

  I live in ******* and I drive daily for my job passengers for my work. Im careful, and I dont speed. 
  

  this car has never performed as advertised and I feel its definitely false advertising. I will attach more proof in my photos. Ive never had a car under perform as this one. And I would hope and expect Mazda to reach out to me from corporate. 
  

  I have never in my life and Ive had a lot of cars had a vehicle that I had to fill up so much because its not giving me the miles per gallon

  You think its a big corporation that you guys would want to help me to solve this problem

  it will not let me upload the photos. It says theyre too big so if I can get some form of email, I can send my photos there.

  thank you kindly

  Business Response

  Date: 09/30/2024

  Hello,

  We do want to assist but there is currently no malfunction with your vehicle. As stated before the *** is *** estimate, real world driving will yield different results.

• Initial Complaint

  Date:09/25/2024

  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 bought a Mazda6 Touring 2018 in 2020, September. It had 10k miles on it when I bought it. It has 50k miles on it and after an oil leak, my mechanic discovered a CRACKED CYLINDER HEAD. This is absurd for a 6 yr old car with only 50k miles. After researching, I came across many others who had the same issue. There is even a lawsuit against Mazda for this issue. My car is out of warranty and I want to see if Mazda will be willing to cover my repair ($5,000 minimum is likely) before I contact the law firm handling the lawsuit.

  Business Response

  Date: 09/25/2024

  To whom it may concern, 

  Please contact the customer experience center at ************ to discuss your request. 

  Thank you

• Initial Complaint

  Date:09/24/2024

  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.

  I prepaid $399.99 for a 2yr/5 service package on 4/1/24. On 9/24/24, I received service where I had to wait 2+ hours even though I had scheduled the first available appointment this morning. The nature of the services was not such that should have taken as much time. I paid for this service with the understanding that I would receive prompt service. As this is not the case, I would like a full refund of this prepaid package. Please call me at the phone number listed in this complaint instead of the number in the Mazda account.

  Business Response

  Date: 09/25/2024

  Hello, 

  Cancelations or refunds of any maintenance plans are done at the dealership. Please contact your selling dealership.

  Regards

• Initial Complaint

  Date:09/24/2024

  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.

  I have not received a response to my initial complaint, so I am going to resubmit. My case number is ********. I received my car from ****** Mazda 9/24/24 after bringing in the car to the shop since August 28, 2024. They replaced my car's transmission for a loud whining when accelerating and regreased my front and rear brake pads for hearing popping noises and feeling shocks when coming to a stop. On my drive back the car still exhibits a stop whining when accelerating and the car continues to pop when coming to a stop. I've been having these issues since March 2024 and am exhausted with the issues of my car. I am requesting a buyback of the vehicle since the car still continues to exhibit issues and they remain unresolved. The cars VIN is *****************, if no response is heard, I will be hiring a lemon law Attourney who is on stand by to pick up this case if no response is received

  Business Response

  Date: 09/24/2024

  To whom it may concern, 

  Please continue working with your CEC Representative. 

  Thank you 

  Customer Answer

  Date: 09/25/2024

  I have been working with my Case Manager ********* since I owned the car, and nothing has resolved. A lemon law attorney has accepted my case against you, so keep an eye for certified mail heading towards you!

• Initial Complaint

  Date:09/22/2024

  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 09/10 I Went to a Mazda dealership in ******************* to test drive the new Mazda CX70 since I was shopping to trade cars. Once o got in the dealer With my family, we did a test drive and the seller started negotiating. I had a wolkswagend leased and we negotiated terms and after ****** closed the deal. They took my ** and I went home with the new car already with my license plate and registration.8 days latter I called to check about the payoff of my old lease with ** and my sales representative told me that they had an issue. They told me my credit that they assumed was new as therefore I had either to put more money down or find a co-signer. All those allegations arent true, since after checking my credit report they run my credit on the 10th at 6:35pm.All my negotiation at the dealership was made with the person who identified as the general *********** my situation is the following: Im with the car not knowing what to do and they keep procrastinating the resolution. On friday 09/20 o went to the dealer and was told them that since this was happening that I wasnt going to accept any change of terms of what was closed 8 days ago and if that was the case just return my car and the money I paid. The manager told me that I could do that but was going to lose the money I put upfront.This is a total absurd, I never saw this type of thing happening in the **, once you go out the dealer with the documents and the new car all is set, I did all that I was asked to do and have no reason to be treated like this or financially penalized

  Business Response

  Date: 09/23/2024

  To whom it may concern, 

  If you have not already, please contact the ************************** at ************ for further assistance.

  Thank you

  Customer Answer

  Date: 09/23/2024

  callled the costumer service with no answer after almost 1hour waiting to be conected.

• Initial Complaint

  Date:09/12/2024

  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.

  Our Mazda CX-5 was involved in an accident. It was siting at a stop sign, and started to proceed through an intersection and a Jeep Cherokee ran the stop sign and t-boned our vehicle. The seats were ****** and are now loose, and the accident threw a human into the center console, breaking it as well. ***** *** **** of Wichita, along with ********************** made sure to no total the vehicle. Since the original repairs, it has been in the shop 6 times. Most recently it had to have another bumper cover installed because of poor work the first time. The car should have been totaled, and now we're stuck with it. After the damages were repaired, we noticed that the seats were very loose. The body shop, and insurance both refused to address the seats, and the center console. There is over a 1/2" of play in the seat and frame. Upon digging into this further with a prior Mazda mechanic, it appears that many models of Mazda's have seat issues with them being loose. Nothing sounds more dangerous to me than a seat that is loose, especially after being t-boned. I have filed a report with the ***** to hopefully address these concerns that seem to have existed for many years now, and Mazda continues to use the cheap frames and seats. Our car is sitting at the body shop right now, and we do not feel safe driving it until the seats are fixed. This is the 3rd Mazda we have owned, and it will be the last after all of the dealers and shop refusing to address these concerns. I think Mazda should give us about $9,000 for our trouble and come pick this vehicle up so we can purchase something that is safe.

  Business Response

  Date: 09/12/2024

  To whom it may concern, 

  While we empathize with your circumstances, Mazda respectfully declines to offer any compensation for the accident. 

  Thank you for your understanding.

  Customer Answer

  Date: 09/12/2024

  My main concern is not compensation, its a safe vehicle. And after hearing about hundreds of issues with your seats being loose, especially after an accident, I'm concerned for our safety as a family. Sad part is you even replaced some of these faulty seats under warranty for safety concerns at more than one dealership. Are you telling me that youre not willing to replace a recurring safety problem that Mazdas have? Shouldnt this be a recall? Im not sure after this interaction that we will be keeping this Mazda, and I may not even go pick it back up. I will make sure that people know about this, and know how Mazda acts in responses when confronted about major safety concerns of their vehicles. I will make sure that the ***** gets all the details of this accident, and your lack of cooperation in the matter to resolve such a hazardous issue. God bless, and may your Mazda seat stay tight and keep you safe.