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:06/19/2024

  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.

  Mazda has a safety problem with the infotainment system in their CX-5 models 2014 - 2020 and refuses to recall or do anything about it. The infotainment system has a ghost in the machine that changes settings while driving and literally screams at you through the stereo system. The ghost turns the volume all the way up and shouts, "navigation will be at this volume" over and over again (10+ times in a row). I try turning down the volume, but the ghost continually changes the volume back to *** and continues shouting. Most often, this occurs when facing the sun. The ghost also changes all sorts of system settings, some relating to safety features such as lane departure, and blind spot warnings. When this occurs, it is incredibly distracting, and many times I have had to pull off the side of the road, until the issue subsides, just to get back on the road and have the issue continue to persist. This safety issue surfaced shortly after my warranty expired. In having the vehicle serviced, I was told it was either the control k*** or infotainment screen. In 2023, I opted to have the control k*** replaced out of pocket as that was the less expensive option ($600+). The screen replacement was quoted at $1200+. Since that time, the issue has persisted and worsened. In doing my own research online, thousands of Mazda customers have this exact same issue in models spanning from 2014 - 2020. The ghost is attributed to the touch screen function and a faulty wire mechanism. Many consumers have taken apart their dashboards (a huge undertaking) to disconnect the touchscreen wire and resolved the ghost problem, leaving the touchscreen non-functional. I have tried contacting Mazda corporate to explain this is a major safety concern and that I am a person who has auditory/sensory sensitivities. They refuse to make this right and I refuse to spend more money to fix a known issue that spans over 7 years.

• Initial Complaint

  Date:06/12/2024

  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.

  I purchased a 2021 Mazda CX9 from Priority Tysons dealership around 12/15/2021. Within 6 months of purchasing the car, the low oil light came on prematurely. I reported this to the Priority Tysons and they topped off the oil and suggested keeping an eye on it. Over the course of the next 2.5 years the issue continued to reoccur with no resolution each time I took the car in they would top up the oil but the light would reappear. Eventually Mazda acknowledged the issue via a technical bulletin and warranty repair. This repair took over 1 week in the shop at ******************** Mazda in ********* (after Priority Tysons closed), however the issue reappeared shortly after the repair. The car was just dropped off again for 1.5 weeks at ***************************************, but they were unable to repair the issue again. Mazda has attempted over 3 unsuccessful repairs and the car has spent over 4 weeks in the shop for this issue since the purchase and we would like to request Mazda accept the return of the vehicle.VIN : *****************|Model Year : 2021|Model Name : CX-9|Mileage : ~*****|

  Business Response

  Date: 06/13/2024

  Hello ********************, 

  The Lemon Law filing period has expired for your vehicle. Virginia's Lemon Law period is the first 18 months of ownership. Unfortunately your vehicle does not qualify for a refund. 

  Please continue to work with your dealership and CEC representative to resolve. 

  Regards

  Customer Answer

  Date: 06/14/2024

  hi, this non conformity was reported 6 months after purchase and has been continually reported via various dealerships since. The law states that The lemon law rights period shall be extended if the manufacturer has been notified but the nonconformity has not been effectively repaired by the manufacturer, or its agent, by the expiration of the lemon law rights period.

• Initial Complaint

  Date:06/07/2024

  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 received a recall last year on my 2018 Mazda 3 vehicle. I have called multiple times to have the recall item addressed as it is dealing with the backup camera and I can't see while backing up. The Mazda 3 hatchback has limited sight through the back window, not enough to see adequately. We have small children in our neighborhood and it is a danger not to be able to see them as I am backing out. I have called the local dealer ************************* Mazda South in ****** ***** and am continually told parts are not available to the point of being ridiculous. I am requesting the part be expedited to the dealership with a request to notify me that I can bring my vehicle in for the recalled item. The process for this recall has shown blatant disrespect to their customer base, pushing me to by another brand on my next car purchase. Very frustrated with this. The recall number is 6023G-NHTSA Campaign number 23V-487

  Business Response

  Date: 06/10/2024

  Hello, 

  Please feel free to contact the ************************** to discuss your concerns further. They can be reached at ************.

  Customer Answer

  Date: 06/10/2024

  As Mazda requested in this complaint, I contacted Mazda **************** on June ********* at 6pm central time and I spoke with representative ***** who contacted the dealer ************************* Mazda South of the issue and they are awaiting response to why they have not yet ordered the parts which Mazda says are available. Mazda has elevated this under case #****** and are awaiting ***************************** service manager to respond. They said that it can take ***** hours to have Mazda contact me again once they hear from the dealer, so currently we are still awaiting the dealerships response to it's non action on a recall campaign that was disclosed in 2023. Please leave this open as we still do not have resolution. 

• Initial Complaint

  Date:06/06/2024

  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.

  I am writing to file a formal complaint against Metro North American Operations concerning a significant issue with the paint on my brand new 2024 Mazda CX5 which I purchased at the end of February 2024. Despite being a brand new vehicle which was purchased less than 4 months ago and currently has less than ***** miles, I began noticing paint chipping issues within 2 months of purchase. The chipping has occurred on various parts of the car including the front and back of the vehicle. I contacted Metro Mazda of Mesquite, where I purchased the car from, on 6/5/2024 and spoke with the manager, *****. Despite stating my concerns and dissatisfaction of the car, the problem remains unsolved as ***** told me there was nothing he could do. The paint chipping not only affects the aesthetic value of the car but also raises concerns about the overall quality and durability of the vehicle. I purchased this car with the expectation that it would be free from such defects, especially so soon after purchase. I cant imagine how the paint on this car will look in a few months, let alone, a few years. Thank you for your attention to this matter. I look forward to a prompt resolution.

  Business Response

  Date: 06/07/2024

  To whom it may concern, 

  Please contact the Customer Experience team so they can review your complaint. They can be reached at ************.

  Thank you

  Customer Answer

  Date: 06/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and received a $100 Mazda gift card. This isn't the resolution I wanted based on how new my car is, but it is a resolution. 

  Regards,
  
  ***********************
  
   

  
  

• Initial Complaint

  Date:06/05/2024

  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 am writing to file a formal complaint regarding a 2024 Mazda CX-5 Turbo Premium I purchased from Castle Mazda in *************, **, on October 28, 2023. I want to clarify that I have no issues with Castle Mazda; they have been supportive throughout this process to this point. My complaint is directed towards Mazda North American Operations, the manufacturer, located in ******, ***The vehicle has been plagued with persistent mechanical issues that has rendered it inoperative for an extended period, and my attempts to resolve these issues with the manufacturer have been unsuccessful. As a result, I am invoking my rights under the Illinois Lemon Law.Vehicle Purchase Details:Purchase Date: October 28, 2023 Purchase Price: $37,582.00 ******************* Fee: $347.26 Optional ERT Fee: $35.00 Sales Tax: $2,132.50 6-year, 72,000-mile Gold Warranty: $1,900.00 84-unlimited-mileage Deluxe Road Hazard Warranty for Rims: $850.00 State License and Title Fee: $316.00 Total Price: $43,162.76 Service History:Since the purchase, the vehicle has encountered a significant mechanical problem. I brought it in for repairs on April 22, 2024, and as of June 05, 2024, it has been in the shop for 30 business days. The dealership has indicated that repairs will not be completed until the end of June 2024, extending the repair period to over 60 consecutive days. This exceeds the reasonable repair period allowed by the Illinois Lemon Law. The vehicle only has ***** miles on it.Summary of the Complaint:Despite multiple attempts to resolve this issue with Mazda ***, the vehicle remains inoperative. I am therefore seeking assistance from the Better Business Bureau to obtain a full refund of the purchase price, including all related fees and costs.

  Business Response

  Date: 06/05/2024

  To whom it may concern, 

  Mazda will be opening a lemon law claim to review the request. 

  Regards

  Customer Answer

  Date: 06/18/2024

  Yes, thank you.  My car is still on the shop now for 6 days short of 2 months.  A resolution is not opening a lemon law claim.  A resolution is getting me my money back.  Mazda opening a lemon claim is not a resolution.  The final determination to give me back my money for the lemon in question is resolution.  I wrote them asking when I would hear back from the specialist now put on the claim and its like they ignore me.  They make me send actual physical letters in the mail but its ok for them to use emails?  Again this is not resolved it may be in the process of being resolved if they indeed give me my money back.

• Initial Complaint

  Date:06/05/2024

  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 new Mazda CX-5 Turbo Carbon Edition in Dec 2023 from ********* Mazda in *********The passenger seat switch has stopped working since April 2024. Contacted **************************** for warranty repair. They claim the part is not available for almost 2 months now. This is not acceptable as the power seat cant be adjusted (back and forth) for the passenger. I believe the part is available from other dealerships by searching for the part online. I believe the part number is KD1A-88-15X (please double check the accuracy). A new Mazda shouldnt have to deal with an important functionality for this long. I suggest they order the part from another dealership that has it in stock or take the switch from a new CX5 off the lot. This is beyond unacceptableagain this is for a new CX-5 less than 7 months this old. Please resolve this.

  Business Response

  Date: 06/06/2024

  To whom it may concern, 

  Please rest assured your case manager is working on a solution. 

  Thank you

• Initial Complaint

  Date:05/30/2024

  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 5/21/24 I noticed my 2016 Mazda 3 infotainment screen ghost touching, spider cracking, and the touch screen not working at all. Less than a year ago, I was experiencing the same issues with my screen, which I got fixed at ***** Mazda in **********. They replaced the *** and it fixed the issues I was having with the screen. Less than a year later, the screen failed again. I did some research online, and found that these are common issues with Mazda screens. I called ***** Mazda, and spoke with their service manager. He was extremely rude, had an attitude, and told me they would not service my car and I was not welcome to do business with them again. This is just unacceptable and wrong. These screen issues have been causing an extremely unsafe driving experience. The volume suddenly raises on its own, makes calls using Bluetooth, etc. which is a huge distraction on the road and very unsafe. If Mazda cared about safety they would do something about this problem, especially knowing that it is a common problem with Mazda's. I am requesting a full screen replacement from Mazda, especially since this will be my THIRD screen now. And the last one was repaired less than a year ago. Why would anyone want to drive a car with an infotainment screen that fails every year? I hope Mazda can resolve this.

  Business Response

  Date: 06/02/2024

  To whom it may concern, 

  Please follow up with your CEC Case Manager as there is a pending case. 

  Thank you

  Customer Answer

  Date: 06/03/2024

  I do not accept that as a resolution. I would like a plan of action on Mazdas part to resolve this. 

  Business Response

  Date: 06/03/2024

  To whom it may concern, 

  Technically speaking, the applicable warranty has expired which means any repairs going forward would be the owner's responsibility. 

  Regards

  Customer Answer

  Date: 06/04/2024

  the *** was replaced less than a year ago, and I reported the issue to Mazda within the year since it failed once again. I am told from mazda that it does have a 1 year warranty, which should be applicable in my case given that I was replaced less than a year ago and I reported it failing before the warranty expired. This was all noted in my initial BBB complaint. 

• Initial Complaint

  Date:05/22/2024

  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 2024 Mazda CX-90 on 12/9/23 from ****** ***** Mazda in *********, OR Put $20,000 down towards the purchase price of the car and financed the rest I started noticing debris in the car on the floor of the back seats of the car. We regularly vacuum our cars out once a week. We kept noticing debris on the floor in the back seats even though no one ever sat back there. I took the car in to ****** ***** Mazda in March to address the issue. Our service manager, *************************, let me know that Mazda was aware of the design flaw issue, but that there was not a fix for it yet and that they were still in the discussion phase. I decided to reach out to the Service/Parts Manager, *****************, for help escalating this. He said that he heard Mazda was not going to fix this known problem. I asked him to connect me with someone at Mazda ***. He put me in touch with the Mazda ************************** and ****. *******************************. Case #******. She left me a message on 5/17/24 stating that this was normal and that there would be no assistance on this. There is a known design flaw with the manufacturing of the rear door panel and gasket. A gap between the door frame and the body. I want Mazda to do one of two things.1) Fix the issue OR 2) Turn my car back to Mazda and refund me my $20,000.Below is my correspondence timeline attempting to resolve this issue -5/15/24 called ***************** at ****** Mazda again. Gave me phone number for Mazda 5/15/24 called Mazda and spoke to ***** who started a case #****** 5/17/24 **** from Mazda called me back and said this issue was normal and that there would be no Mazda support on this 5/19/24 Left message for **** 5/20/24 Left message for **** 5/21/24 Left message for ****

  Business Response

  Date: 05/22/2024

  To whom it concern, 

  We can not determine if there indeed is failure with the door seals based on the pictures you provided. The amount of dirt particles in the pictures are normal and can come from various sources. Can you or the dealership provide pictures that there is water or dirt intrusion due to poor door seals?

  Regards

  Customer Answer

  Date: 05/23/2024

  added additional photos. I would also suggest calling ****** ******************** to speak with those individuals I referenced in my original complaint. Also please see Mazda CX-90Forum.

  *********************************************************************************************

   

  Business Response

  Date: 05/24/2024

  Thank you for sharing the thread. Currently, Mazda does not consider this a defect. The door seals are functioning as intended, which is to prevent water from entering the vehicle's interior. The pictures in the thread show dirt on the doors but nothing beyond the door seals.

  Customer Answer

  Date: 05/28/2024

  *** pictures clearly indicate dirt inside the car all over the floor of the car. It goes well beyond the door frame. Did you contact *** Service Advisor and the Service/Parts Manager at ****** ***** who both stated that Mazda was aware of the problem not they did not have a fix at this time. 

• Initial Complaint

  Date:05/13/2024

  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 a CX90 on June 16th, 2023, and shortly thereafter MAZDA reduced the sales price by $4000. Upon learning of this I filed a complaint with MAZDA on 11 March 2024 under case # ********. After receiving a call on 4 April 2024, i sent a follow up email requesting additional information towards a resolution option. Since then, I have not been contacted and I have had to make two more additional calls ( 3 May 2024 / 13 May 2024) to request the additional information. Both times I was told they would call me, and they did not. My whole MAZDA experience has been regrettable. I wish I never bought the vehicle. From Recalls to TSBs and dealing with MAZDA North America, this experience has been less than pleasant.

  Business Response

  Date: 05/14/2024

  To whom it may concern, 

  Your comments were forwarded to a Supervisor within the customer experience center. Please expect a follow up call.

• Initial Complaint

  Date:05/13/2024

  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 am the owner of a 2017 Mazda CX5. Was driving it on the freeway at 70 MPH when I heard a loud boom, sounding like an explosion inside my car. Took me a moment to realize what has happened. Looked up and realized there was a large hole in the top of my car. The sun roof completly exploded unprovoked, sending small shards of glads all over my car and near my face. A potentially very dangerous situation.I talked to both my local dealership and Mazda customer service. They stated it was not under warranty or covered by recall, so nothing they can do. I understand and appreciate this stance, but dont agree there is nothing they can do. When a dangerous situation occurs that could of been a design flaw I would of appreciated some compasion and customer service, but this experience has left a very bad taste in my mounth and its highly unlikly that I would buy a Mazda again because of the poor customer experience.

  Business Response

  Date: 05/14/2024

  To whom it may concern, 

  Unfortunately, the applicable warranty for your vehicle has expired and as such, the owner is responsible for the repairs. 

  Regards