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: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. 

• Initial Complaint

  Date:08/30/2024

  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.

  Mazda advertises a $500 rebate for Military members. The included members read in part, "disabled veterans". The advertisement fails to disclose that the rebate is only for 100%-disabled veterans. Nowhere is this disclosed. The Mazda message to their dealers doesn't mention it. It is only when the dealership calls Mazda to get the rebate, they are told about the 100% requirement.This is clearly deceptive advertising, but likely doesn't rise to criminality

  Business Response

  Date: 09/02/2024

  To whom it may concern, 

  The program guidelines require Summary of Benefits" letter clearly specifying the percentage of disability. Please obtain and present to your dealership.

  Thank you

• Initial Complaint

  Date:08/29/2024

  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.

  Our touch screen display in our 2019 Mazda CX-5 has had issues since buying it in 2019. Within the past year it has gotten progressively worse with buttons randomly clicked on the touch screen, even though no one is touching them. This has potential to be a safety hazard with the navigation system turning off, volume increasing unexpectedly, etc. After investigating causes it was discovered this is a known problem with other models of Mazda cars and SUVs, and unfortunately our model is one affected. It is known as ghost touch. A recall has been put out for other models, but not on ours as of yet. Since this is a known and widespread issue it should be fixed by the manufacturer.

  Business Response

  Date: 09/03/2024

  To whom it may concern, 

  If you have not, please reach out to the customer experience center to discuss further. 

  Thank you

• Initial Complaint

  Date:08/19/2024

  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.

  Ive been having constant issues with car accelerating, causing the car to speed up at times that its not suppose to. Also, the car sounds like its an old car and its a 2024. When I took it to the dealer they oiled and this fixed it. But it shouldnt have to be done given the age of the vehicle. And the car although not speeding up all the times does speed up on its on and shouldnt when not being made to do so by the driver. This is unsafe. Ive taken the car to dealer as I said before to get checked out, but since it wasnt done in the presence and they havent heard of it being done there is nothing to fix. But this is a scary feeling not knowing when this car will speed up on its own.

  Business Response

  Date: 08/19/2024

  Please provide the Vehicle Identification Number so we can look up your information. 

• Initial Complaint

  Date:08/19/2024

  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.

  We requested a buyback request in March regarding the issues below. We still seeking a resolution and the response has been lackluster. Apple CarPlay Connectivity: The system only connects about 40% of the time, and even when it does, it is likely to disconnect during drives. Restarting the vehicle is often the only remedy, an impractical solution especially when on the road. Notably, my phone functions without issue in other vehicles equipped with Apple CarPlay.Persistent Seatbelt Warning: The seatbelt warning alarm continues to sound until the vehicle is turned off, not accommodating brief moments when unfastening is necessary, such as when tending to my child with special needs while parked. This necessitates turning off the vehicle to silence the alarm, which is excessively burdensome.Headlight Issues and Dealership Inconveniences: I have visited the dealership multiple times for headlight malfunctions. Unfortunately, due to scheduling errors and staffing issues, these visits often ended without resolution, wasting valuable time and leaving the vehicles issues unaddressed.MSRP Reduction: The discovery of a $4,000 MSRP reduction for this model after purchase, a change not communicated beforehand, has significantly impacted my perception of Mazdas transparency and fairness.Loud Engine Idle Noise: An unusually loud noise from the engine while idling suggests potential underlying issues, adding to my concerns regarding the vehicle's overall quality and reliability.Transmission Irregularities: Experiencing instances where the vehicle fails to move in reverse or drive despite being in gear raises alarming safety concerns. These instances underscore my lack of confidence in the vehicle's dependability and an apparent safety issue.

  Business Response

  Date: 08/19/2024

  To whom it may concern,

  Mazda has reviewed your request and determine your vehicle is not a repurchase candidate. Compensation has been provided for the **** reduction. 

  Thank you

• Initial Complaint

  Date:08/07/2024

  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.

  On June 10th, I purchased a brand new Mazda CX-30 2024 carbon edition with 30 miles. I paid $33,000 for this vehicle. On August 2nd, I received an alert on my dashboard that the car that the cars transmission needed to be inspected. Additionally, the I-Activasense alert activated as well stating that safety support on my car may not be working properly. I took the car into the dealership on August 3rd to find out that I need the entire transmission replaced. On a car that now has 1066 miles. I have had this vehicle for a month. This is unacceptable. When I spoke to Mazda they informed me that the transmission is back ordered for 60 days and wont get here until end of September. I tried to get the Mazda city MaGrath dealership to work with me on either swapping the car or voiding my loan. To which they said to take this issue with corporate and they didnt want to help. I took this issue to corporate and was assigned a case worker who never answers my calls. I feel as though nothing is being done on this matter. This car is a month old to me. It should not be having to have major work done a month in to ownership. I want Mazda corporate to own up to their mistake and either swap out my vehicle for a different one at NO LOSS to me. If they can not do this, I want my loan voided and Ill take my business elsewhere. If this is how Mazda handles business, I do not want any vehicle from them. I do not feel safe in this vehicle, additionally if I try to sell this car in the future; buyers will not want this as it has major work done. This makes the car worth so much less already.

  Business Response

  Date: 08/09/2024

  To whom it may concern, 

  Please continue working with ******** in the **** Based on her case notes, she is working to expedite the transmission. 

  Regards

  Customer Answer

  Date: 08/09/2024

  I do not accept this response, *** already told ******** that I dont want this vehicle. I want to do a buy back. This vehicle is NOT reliable. I drive around my brother who has a disability to and from school. I need to be put in another vehicle. This entire situation is causing so much stress and anxiety. The vehicle was purchased because I was expecting a reliable vehicle. 
  

  additionally, ******** never replies to my phone calls or emails. This is unacceptable. If I have to take legal actions i will. I need a different vehicle, plus the down payment and first payment I made to the car. 

  Business Response

  Date: 08/09/2024

  Based on the history, the repair order was opened 8/2/24. The lemon law criteria for you state has not been met so please allow Mazda to repair the vehicle under the terms of the warranty. 

  Customer Answer

  Date: 08/13/2024

  absolutely not. I do not accept this response from the business. How are you going to tell me that my vehicle doesnt qualify for the lemon law.
  

  The transmission went out literally a month with the car!!! If you do not work with me to do a buyback, I will be forced to take legal actions against Mazda corp. I need Mazda to do a buyback, this is absolutely unacceptable. I DO NOT feel safe transporting my disabled brother in this vehicle. This issue needs to be rectified immediately. 
  

   

• Initial Complaint

  Date:08/04/2024

  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!I have worked with your Lemon Law team and want to file a separate claim against Mazda for not responding to your team and now me again about supporting resolution on my case. I am going on 3 full months with no resolution and very limited contant/support. It's unacceptable.Here is my information: BBB Case #MAZ2443534 // ***************** // ******** // ************************ The one contact I received from Mazda was not accurate and did not reflect my previous 3 service appointments. They are non responsive, and I do not feel safe about this car.Is there any advice for what I can do?Thank you!NOTE: I have all the tracking information and files, and have provided them to the BBB secure site.

  Business Response

  Date: 08/12/2024

  To whom it may concern,

  Please continue working with your case specialist towards a resolution. Thank you

• Initial Complaint

  Date:08/02/2024

  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, me and my Fiance went to look at a 2017 Honda CR-V that was located at your store in *********, ** at **************************************, we test drove the *********** wasn't any Crack, etc on the windshield. The next day we went back to the place to purchase the vehicle. After purchasing the vehicle, we noticed there was a Crack, like a rock or something hit the windshield. We questioned about it and they told us, they patched up the area so it wouldn't spread. We then asked if they could replace the windshield? The manager told us to call our Insurance to file a claim. Like, really, what kind of sense does that make when they knew it was there, instead of replacing it, they try to touch it up so the crack won't spread. To us, we feel robbed and that was very rude of the manager telling us that!!! We just purchased the vehicle and realized how bad the spot looks on the windshield. The Manager's who were there were rude and none of them didn't won't to replace the windshield, telling us, no, very nasty and rude!!!! Seems like a company making a lot of money and calling themselves top-notch customer service needs to look out for their customers, especially we just purchasing the **** We want something to be done about this because it's not fair!!! It's their responsibility to get the windshield replaced, not me and my fiance. The worst customer experience ever!!! If we have to take this higher we will til we get this resolved!!

  Business Response

  Date: 08/09/2024

  Please file your complaint with ***** USA. 

  Regards 

• Initial Complaint

  Date:07/31/2024

  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.

  I recently purchased a 2018 Mazda CX-5 Grand Touring. I took the vehicle to the Mazda dealership in my area for an inspection and the service manager discovers a cracked cylinder head on a vehicle with only 100K miles. This is a known issue to Mazda as I'm finding out now, they have service bulletins out there notifying their employees of the issue and how to identify it on cars that come in. With that knowledge they still refuse to put out a recall for a very dangerous issue. I was quoted over $4,500 today to fix this. This is an extreme amount of money for an issue that the company knows about and has done nothing about for their vehicles. I am one of hundreds who have had this issue pop up since 2018.

  Business Response

  Date: 08/01/2024

  To whom it may concern, 

  Based on the **** the applicable warranty for this vehicle has expired. Any repairs going forward will be the responsibility of the owner.

  Regards

  Customer Answer

  Date: 08/01/2024

  This is a known manufacturing defect for the cylinder heads on Mazda CX5's that have the cylinder deactivation.  It was addressed in a service bulletin by the company but has not been made into a recall for your paying customers.  The issue is known by the company and has been for many years.  The issue has been documented as a manufacturing defect in the casting process of the cylinder head, hence the new version put on vehicles that are serviced for this problem.  This is easily a $5000 repair that many owners will eventually be on the hook for because there is no accountability being taken from Mazda.  Ignoring the repair cost, this issue is downright dangerous and can cause the engine bay to fill with smoke due to oil leaking onto parts of the engine.  I want to know why Mazda doesn't deem this a problem worthy of a recall and isn't taking their customers seriously on this matter.  The vehicle had this manufacturing defect from the moment it left the factory floor hence the re-design that Mazda is using now for the engine cylinder head.  I just want things to be made right for the people affected by this issue including myself.  This is a gut punch when you've paid thousands for this vehicle and have $5000 immediately added to the cost due to faulty OEM engine construction.        

  Business Response

  Date: 08/01/2024

  We are sorry but the original decision stands. The applicable warranty has expired for quite some time. 

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2024 Mazda Cx-5 Select from 495 Mazda in ********* towards the end of January, as I needed a more reliable car to drive members of my family, specifically a special needs brother and a 2-year-old niece. Everything was great for about 2k miles when I started to notice the car jerk back and forth a ton, make an audible click and feel a shock when coming to a stop. So, I brought it in 3/25/24 for a malfunctioning headlight and for the pop, shock when coming to a stop and the harsh jerking when accelerating. They looked at the car and said that everything was normal and sent me on my way. Unfortunately, my issue continued, I documented and recorded my issue and brought it back 4/13/24 where they noticed the shock and repaired the issue. Unfortunately, the same behavior persisted and got worse and brought it back 4/23/24. I tried to show the advisor my video but refused to look at it and was sent home with the same issue. That same day, I recorded more evidence of my issue. I brought my car to Liberty Mazda 4/25/24 for the jerking when accelerating, pop noise and shock sensation when coming to a stop. The tech heard the pop but said it was normal. Since when is a pop noise normal in a new car? I sent an email to Mazda Customer Experience and 495 a Final Attempt notice 4/30/24 where the car sat for a few days. I picked it up and they said the car was not making noise and couldnt replicate my issue. As soon as I drove off the lot, I felt the car jerking harshly and still heard and felt the pop and shock sensation. I find it unacceptable that Mazda is unable to find my issue, As of recently, my car has started to whine when accelerating jerk harshly when accelerating and now pops loud and you can still feel a shock when coming to a stop followed by the car lurching forward, My special needs brother gets irate with all the sensations and my niece is getting sick from the terrible jerks and needs meds . I will lemon law arbitration since I'm fed up. ********