Complaints

• Initial Complaint

  31/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a 2018 CX5 Vin NO. ***************** from ****** ******* Mazda. We put in a claim with Madza Canada about excessive chipping on the hood of the SUV at just under 30,000 km. ****** ******* Mazda service dept took pictures at Mazda Canada request. Mazda Canada REJECTED my Claim stating that the paint was not faulty but the chips are from flying projectiles hitting the car.I mentioned that we leased a 2014 Mazda 6 with the same red soul paint from ****** ******* Mazda. At year 5 returned the car with only 3 stone chips including surviving a hail storm. The car was used for commute to work and back no gravel roads. The 2018CX5 was used for the same purpose using the same roads after 4 years of use less than 50,000 km there is so many paint chips on the hood front fenders and bottom spoiler lost count. ***** * *** **** ******** ** ****** *** **** ***** ***** **** **** ********** ******** ***** ** ********** ***** *** ***** *** **** *** ***** ** ***** ****** **** ********* ***** ********* ** ******** ***** *** ***** ******* ******* *** *** **** ***** *** ***** *** ***** ***** *** **** ***** ***** **** ******* *** **** *** **** ***** * **** ******** **** *** **** ********* ** ******** *** **** **** *********** **** ***** ****** **** *** **** ***** **** ********* ***** ******** **** **** ********* *** ** *** **** *** **** ****** **** *** **** ****** * ******* ******* ** ******** **** ***** **** ** * **** *** **** * ******** ***** **** ** ***** ***** ****  Madza refuses to fix the problem or order a recall becuase it is not a safety issue. ** *** ** **** **** ** * **** * *** **** *** *** ** ******** ******* ** ****** Thank you ******** ******** ** **** ***** **** ***** **** *** ******* ******** ***** * ******* ************* ******** **** ***** **** *** ******* ******** ***** * **** **** ********

  Business response

  11/11/2024

  Mazda Canada has reviewed this matter for the second time since Nov of 2021.

  After further investigation we have come to the conclusion this vehicle has experienced some paint chipping that is simply the end result of impacts from road debris/projectiles that is not a warranty/manufacturing defect.

  Due to this information, Mazda Canada will not assist financially with said repairs.

  Customer response

  19/11/2024

  
  Complaint: ********
  
  * ** ********* **** ******** ******** ** ** ******** **** ***** ***** **** **** ****** **** *** ******** **** ***** ****** **** **** *** **** ***** ********. Many auto body shop also have explained the problems with this paint ****** *** ** ******
  
  Sincerely,
  
  ******* ******

  Business response

  28/11/2024

  Mazda Canada would like to reiterate our position on the matter that this vehicle has experienced some paint chipping. The cause and end result of said paint chipping is from impacts from road debris/projectiles that is not a warranty/manufacturing defect. This vehicle has also surpassed being on the road for over 6 years and no longer within the warranty period.

  While we regret that our review did not meet your satisfaction, we must respectfully reconfirm our decision, and no further review will be offered.                 

• Initial Complaint

  16/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Goodmorning i have purchased a brand new cx30 2024 ***** * **** **** ***** *******. The lights on this car is unsafe. they have had it and adjusted the lights but this did not help the problem. The lights on low beam have a back shadow in front which makes this car unsafe to drive at night. This car with high beams on also have a shadow which is distracting for driving. * ** *** **** **** ******* **** *** ** ***** *** ** * *** ** * ******** *** *** ****** ***** *** *** **** *** * ***** **** **** * ***** **** ** *** *** ******** * **** ****** ***** ***** **** ******* ***** ** **** ** ******** ***** **** *** ****** *** *** ******* ***** *** * ***** **** **** ******* **** *** ** ****** * **** ** *********** ** *** *** **** ** ****** *** ****** ****** ********* * **** * ***** *** *** * ****** ***** ** ***** ******* ** ** *** **** ** ****** * **** ** ***** ****** **** ******* *** **** *** *** ****** *** **** ******* *** ******* ***** *** ** ******* ***** *** *** ********* ** *** *******

  Business response

  27/09/2024

  We would like to express our gratitude to the customer for taking the time to reach out to Mazda Canada and bring to our attention the issue they have encountered with their vehicle. We understand the inconvenience and frustration that the customer may be experiencing, and we are committed to investigating the customer’s concern.

  
  The customer has informed us that they have been working with the team at their local Mazda dealership. After conducting a thorough review, it has been determined that the customer’s vehicle is operating as designed, and there is no indication of any defect.  This vehicle is equipped with LED lights which project a different light pattern than what the customer is familiar with.  Mazda Canada would note that this is the first complaint we have received for the headlight illumination on CX-30 vehicles, and we do not recognize this as a product concern.

  
  Furthermore, the customer mentioned having an issue with their fog lights, however, the customer’s vehicle was not equipped with fog lights from the factory.

  
  Mazda Canada does not promote the altering of vehicles as our vehicles are built to Transport Canada specifications which encompasses features such as headlights.  If the customer continues to feel her vehicle is unsafe, we recommend she review the situation with her Mazda dealer.  The option of supplemental lighting and the associated fees can be reviewed. It is important to note that any such upgrades will be at the customer’s expense.

  Customer response

  10/10/2024

  I have been taking my car to my dealer ** ********  so far my lights are not fixed. * **** ** **** ******* *** **** **** ***** ***** * ****** **** *** *** ** ***** I do not find it acceptable that I can not drive this car at night. Maybe mazda should of test driven there vechike at night to see how there lights are. * ** *** *** * ** ****** *********** ** ***** **** *** **** ******** ** **** *** ** ****** **** ** ****** While driving T night you ate distracted by how the lights work. On hight beam there is a shadow shape like a curved dark line. They have adjusted my lights because the first time was a black wall a couple of fewt in front of the walls and the high beams kept flashing off and on
   Please fix the problem of your lights

  Business response

  29/10/2024

  While this customer continues to raise poor headlight illumination as a concern, Mazda Canada has no other customer complaints for her vehicle model to substantiate her complaint by other customers making similar statements.  However, to better understand this customer’s concern, Mazda Canada has worked with the Service manager at her local dealer to conduct a hands-on review with the customer and have her demonstrate her concern in the next week or so when the time change results in it getting darker earlier in the day.  This will allow the customer to point out the specifics of her complaint and an evaluation with another vehicle can be made to substantiate the customer’s complaint.
  
  We seek the customer’s patience while this appointment is scheduled to allow for the appropriate light conditions.

  Customer response

  07/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****** *** *****

• Initial Complaint

  12/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2018 Mazda CX-9 with a 2.5L turbo engine which recently developed a huge oil leak. I took it to my local Mazda Dealership (******** *****) and they confirmed that my cylinder was cracked as addressed in a Technical Service "Bulletin 01-013/21 - Coolant Leaks At Cylinder Head" They advised that this would not be covered under the powertrain warranty as my warranty ran out six months previously. The service manager said the service bulletin only applies to non-turbo engines *** ** ** * ****** ******* **** ***** ******* ** *** **** **** ******** ** *** ********* The replacement cost was quoted at $7700 but they offered a "goodwill" gesture of giving me 20% off. Unfortunately the service manager said if I take the 20% discount they won't give me any sort of warranty on the new engine due to reasons that were not clear to me. The person I spoke to at Mazda Canada said some people with the same problem were given a free replacement engine but had to pay the labour to get it installed. I'm not sure why this offer wasn't extended to me. I understand I am six months outside my warranty but I'm looking for my engine to be replaced ** **** * **** ********** ********* *******

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

  Business response

  31/01/2024

  Mazda Canada appreciates the opportunity to respond to this customer comment.  We are sorry the customer has experienced a concern with his 2018 vehicle which unfortunately transpired after the warranty had expired.

  Mazda Canada wishes to clarify statements made by the customer in his BBB complaint starting with the reference to a Technical Service Bulletin (TSB).  TSBs are prepared by Mazda and presented to dealers as an aid in undertaking repairs and do not provide clarifications or references to warranty coverage.  The vehicle’s defined warranty parameters are the guiding principle for warranty consideration and in this situation the concern transpired six months after the powertrain warranty concluded.

  The statement listed by the customer as being made by Mazda Canada that, “some people with the same problem were given a free replacement engine but had to pay for the labour…” Mazda Canada will not dispute that this statement was made.  We do feel a clarification is required.  ***** ******* ** * *** ****** ** **** **********  ** *** *** ****** ** ********** *** ********* * **** ****** *************  Mazda Canada and our dealers, when providing considerations of goodwill assistance evaluate each individual situation on the merits of the particular situation in question.  Many factors are taken into consideration; How long has the customer owned the vehicle?  Was the vehicle purchased new or is the customer a second owner?  How far past warranty coverage is the vehicle?  How many kilometers are on the vehicle?  How frequently has the customer serviced at a Mazda dealer?  As a sample of inputs gathered.  Each of these elements are particular and important to evaluating the situation. 

  This customer’s particular concern involves a cracked cylinder head.  From an engine operational perspective, an oil leak or a coolant leak in the cylinder head can be addressed by a cylinder head replacement.  This situation however required an engine replacement which brings into account another set of factors to consider.  If a coolant or oil leak is ignored and not addressed the resulting loss of coolant or oil could result in causing an engine failure.  These situations tend to have a common factor in that the operator of the vehicle is not appropriately monitoring fluid levels which in the end are the primary cause of a resulting engine failure.

  Based on the customer’s situation and contributing factors, Mazda Canada feels the customer’s situation was appropriately handled by the dealer undertaking the repair and Mazda Canada.

  Customer response

  04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

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

  *** ***** ******* ***** ****** *** ** *** ************** **** **** at the Westowne dealership in west Toronto. When I sat down for a conversation with *** ********* the service manager, he said to me in all the years that he has worked there he has only seen one cracked cylinder failure. I had the opportunity to talk to the mechanic who installed my new engine at the dealership a few weeks later. He mentioned that he has done "up to three replacements a month" on cracked cylinders.

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

  I can accept that my motor is six months past the warranty period and they will not extend an offer of good will.

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

  
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  December 7, 2023 To Whom It May Concern, Two Mazda CX5 GT’s were purchased new from ****** Mazda, ******* **, in 2016 and 2019. The 2019 has 37805 km to date. All service work is performed at either ****** or ********* Mazda. My issues with my 2019 CX5 GT is the cooling seat ventilation would periodically run after engine was shut off. I emailed Mazda Canada about the failure of their ECU module and my concerns were dismissed. This entire complaint process and this situation could have been avoided if Mazda Canada had taken a professional approach to solving customer complaints and concerns. This started in 2021, the cooling seat ventilation would turn on with ignition off and car parked. This would infrequently occur and run for 10-30 secs. It seemed to resolve itself until the winter arrived. Winter of 2022 it started again and would run 1-3 minutes on a very infrequent basis. I spoke with ********* and ****** Mazda and was informed they would need to see this occurring in order to diagnose. It didn’t occur in a predictable manner and made a diagnosis difficult. December 2023 the ventilation fans would not shut off until engine is restarted or battery has completely drained. To date I have spent $101.68 for diagnosis and temporary disconnection. ********* Mazda estimated the ECU heater module (GBY1-57-1A0) at $625.00 for supply and install. The repair bill is significant and it’s unreasonable to be charged as Mazda admits it’s their fault. A TSB was issued in late 2022 documenting this issue and Mazda states that the insulation breakdown is the cause of these malfunctions. My request is that Mazda honour this repair and confirm the battery has not received irreparable damage. As loyal owners of Mazda vehicles and dealership provided services, we ask that you reconsider your original decision. Thank you for your consideration. **** ******* * ****** ******** *** ********* ***** ****** *** ****** ************

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

  Business response

  22/12/2023

  Mazda Canada is sorry to hear the consumers experienced issues with their 2019 CX-5. After careful review of the matter and taking into consideration the consumers’ loyalty to the Mazda brand, their Mazda Retailer will be in contact with them, if not already done and present them with a goodwill  gesture as a token of appreciate.

  Mazda Canada is confident that the outcome of this matter will be satisfactory.

  We trust the foregoing information sufficiently clarify Mazda Canada’s resolution approach in this matter.
  

  Sincerely,

  MAZDA CANADA INC.

  Customer response

  22/12/2023

  
  Better Business Bureau:

  To whom it May concern, I want to thank you for reconsidering my detailed issues and am pleased that a satisfactory outcome was achieved by all parties. 

  As such; I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  16/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2018 Mazda CX-9 and recently started smelling coolant. I took it to my local Mazda Dealership and they confirmed that my head was cracked as addressed in a Technical Service "Bulletin 01-013/21 - Coolant Leaks At Cylinder Head " They advised that despite my mileage being at 90,000 kms, this would not be covered under the powertrain warranty as I am six months outside of my warranty period. I pointed out to them that Mazda has clearly admitted to a manufacturing defect on a limited number of vehicles with this TSB, and the only reason I didn't encounter it sooner was because I have been working from home due to COVID for the past three years. The head was going to fail given the manufacturing defect they admit to, it simply took longer because I, along with most of the world were not driving as much over the past three years and so it took longer to appear. The repair bill is significant, and I feel it is unfair to be charged such a large amount to repair something they admit is their fault so close to being outside of warranty.

  Business response

  01/11/2023

  Mazda Canada is sorry to hear that this customer experienced a concern shortly out of warranty.  Our Customer Assistance team has been in direct contact with this customer relative to this concern and following consultation with his servicing dealer, assistance has been provided to the customer based on the time of the incident and the customer’s service loyalty at his dealer.  We trust this action on the part of Mazda Canada and his dealer will settle this concern.

  Customer response

  10/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:  It is not fully resolved yet.  My vehicle has been at the dealership for a full month at this point and there is no evidence of working having started.  Mazda made an offer of paying 50% of the cost which I accepted with the understanding the vehicle would be fixed and completed by the end of October.   I feel like there should be additional compensation as it is very inconvenient to be taking this long to repair.    I will not be indicating a satisfaction with the outcome until there is an outcome.  At this point I still don't know how long it will end up taking to repair or what the final bill will be.
  
  Sincerely,
  
  ***** ****

  Business response

  24/11/2023

  Mazda Canada advised the customer that due to the winter tire season being such a busy time within the entire industry, more in depth repairs such as Mr. **** CX-9 could take some time to obtain all parts needed to complete the repair as well as holding up a technician for a day or two. During this time, the customer was situated with other means of transportation provided by ********** Mazda. As Mazda Canada is under no obligation to provide other means of transportation, we felt the need to assist this customer during the period of vehicle repairs.

  The customer has already picked up his vehicle and the repair order was aligned to the previous offer Mazda Canada and the customer agreed upon (50/50 split).

  Customer response

  28/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that there is no reasonable chance of a satisfactory outcome.   I am therefore giving up *** *** **** ** ** ****** ****** as I don't feel there are any other tools available to me short of an expensive lawsuit to resolve this matter to my actual satisfaction.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car broke down and I used Mazda Roadside assistance to help me. The battery seemed to be flat and there were a lot of warning messages being displayed. I asked the first tow truck to give the car a boost to see if it would start. He declined and then said he couldn't actually remove my vehicle and had to call another truck. The second truck arrived 2 hours later and I asked the same question, but the driver declined. My vehicle was towed from Harrison Lake to Chilliwack on the Saturday evening. My partner and I were stranded in Harrison and had to book into a hotel at last minute, which cost around $400. The following morning it was an $80 cab ride to pick up a rental car from Chilliwack, because the local Mazda dealer could not loan me a vehicle. I then drove home to Vancouver and waited for my car to looked at by the garage on Tuesday afternoon. The issue turned out to be exactly what I thought, a flat battery. So I drove back to CHilliwack, paid for the garage to look at the vehicle, $160, and returned the rental car.....another $800!. So, I am out around $1200 due to Mazda's contracted roadside recovery trucks not willing to give me a boost. I raised the complaint with Mazda who have offered me $300 for my trouble

  * **** ******** * ***** ** *** **** ***** ** *****************. I am looking for Mazda to reimburse my hotel cost ($433.84) and rental car ($703.91), plus additional costs of $105 for taxis and $55 for food, total of $1297.75
  
  Please let me know if you require further information.

   

  Customer response

  13/09/2023

  Hi

  Mazda have offered me the standard out of pocket expenses as per their policy, to a maximum of $300 . My issuet is that I would not have incurred the additional expenses, totalling around $1200, if the Mazda roadside assistance driver had done what I asked them to do, which was to jump start my car as the battery seemed to be flat.
  

  Business response

  28/09/2023

  Mazda Canada is sorry this customer experienced a concern with his vehicle.  While vehicles breakdowns occur, each situation is unique and can bring inconvenience.  Mazda Canada is collaborating directly with this customer and reviewing their request.  Once the customer provides clarification as requested Mazda Canada will be able to evaluate their situation.

  
  We have confirmed that the dealer undertook re-charging of the battery as a resolution.  This corroborates the customer’s statement and an understanding as to why the request for the Roadside Assistance towing service drivers to boost his battery and their refusal has been frustrating for the customer.  It was conveyed to the customer by the Roadside Assistance representative when the request for service was made that towing service drivers are not technicians and undertaking diagnosis of a vehicle on the spot is beyond what they are trained to do.  While we can appreciate for the customer that a boost would have gotten him on his way with no inconvenience, it does not answer the question of what might have happened while boosting the vehicle?  Who takes responsibility if what the customer is requesting to be done is carried through, does not work and causes more damage?  Towing service companies do not want to take on this responsibility and with a vehicle which will not turn over, accompanied by not just dash lights which are on, but flashing dash lights, the towing service erred on the side of caution.

  
  Mazda Canada is continuing to work with this customer toward a resolution.

  Customer response

  11/10/2023

  ******
  
  I need to point out some inaccuracies in your summary:
  
  How am I, a customer to know that Mazda has discount rates?
  Why did ****** Mazda not provide me with any assistance in sourcing a rental vehicle at a discounted rate? I contacted ****** Mazda to let ask if they had my vehicle and was told that they had no loaner vehicles and could not help me. It was ****** Mazda who gave me the contact details of the 3 rental car companies in Chilliwack. Two of them were closed and ******** had THE ONLY CAR LEFT to rent in Chilliwack. It's ******** *** ***** ******** that ****** Mazda could have helped me secure a cheaper rate. They had zero interest in helping me. I did have a car booked through **********, maybe they are the mysterious company you allude too, however they called me to say that even though I had reserved a car online, they had none in stock.
  
  THe offer of $600 in maintenance credits is NOT acceptable. I will not use that amount of money within the time frame left on my lease and I am not going to deal with Mazda ever again. $600 in money is the only acceptable offer here.
  
  I await your response

• Initial Complaint

  15/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a brand new Mazda CX9 with my hard earned money paying $55,682.44/- (all cash), It appears that the car I own is a lemon, I am writing to bring to your attention the numerous issues. This car has completely broken down\stalled and towed twice already and visited the service centre thrice. I keep getting put off between the dealer and the manufacturer (Mazda ** ******* & Mazda Canada in my case). Despite visiting the service centre thrice, it still gives me a check engine light on. I regret to inform you that my experience with the vehicle has been plagued with multiple problems, leading to significant inconvenience, frustration, and a loss of confidence in the quality and reliability of Mazda's products. From the moment of delivery, the car exhibited alignment problems, which required it to be returned for inspection the week of the purchase. It is worth noting that I was charged $690 for the pre-delivery inspection, which I find puzzling as the problems with the alignment were fairly obvious and is expected to fixed. I have the service records, photos, videos of all the instances. I would like to simply get a refund or get another car.

  Business response

  20/06/2023

  Mazda Canada is sorry to hear about this customer's experience.  As such we have undertaken direct communication with the selling dealer who have advised they are working directly with the customer to address both the vehicle concerns and to review his dissatisfaction with the vehicle.  Mazda Canada will continue to work directly with the dealer to reach a conclusion for this customer.

• Initial Complaint

  26/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mazda releases a bulletin SSPB6 about a defective touch screen and Mazda failed to inform me about this bulletin because they had the wrong mail address. I have updated my address with a Mazda dealer in 2017 but head office didn't update my information because Mazda head office database is not linked to Mazda dealer database. I was never told to update my information with both of them. in addition, Mazda always has my correct email and phone number that they always use to send me offers but they didn't use them to send me the bulletin. I have the ghost touch screen issue since 2020 but I couldn't afford to fix it. Now, I found by chance this SSPB6 bulletin but Mazda don't want to honor this warranty because my warranty has expired. I am being blamed for changing my address even if I updated the address with the dealer. it's Mazda's mistake not to inform me when they released the bulletin

  Business response

  31/05/2023

  Mazda Canada is sorry to hear the customer did not receive her Special Service Program (SSP) letter.  SSP communications are treated like recalls as they contain warranty extension information and are therefore mailed to customers as is the requirement for recalls.  While the customer claims she changed her address with her dealer, Mazda Canada contacted her dealer, and they identified that the customer address on file with them as being the customer's old address and the address to which the SSP letter was sent.  While the customer is stating she updated her address with the dealer, the dealer does not have her current address.

  All Mazda Canada Owner's Manuals contain clear information on how a customer can advise Mazda Canada of an address change.  Ensuring an OEM has a customer's most current address is the responsibility of the customer.

  The customer is claiming that her issue transpired in 2020 yet the parameters of the SSP applied to her vehicle till June 29, 2021.  The customer is claiming the cost of the repair prohibited her from moving forward with a repair however, a visit to a dealer even for routine maintenance would have identified the SSP coverage for her vehicle.  Unfortunately, this customer has not visited her dealer or any Mazda dealer, for any type of maintenance or service since June 2017.

  The customer has provided no verification that her vehicle has been inspected by a Mazda dealer to even confirm the condition being experienced is as defined in the SSP.  Unfortunately, the extended warranty covered under the SSP for this vehicle has expired.

  Customer response

  09/06/2023

  
  Complaint: ********
  
  I am really disappointed to read the answer from Mazda which has a total lack of responsibility for their faulty product and poor customer service. I was sure that I changed my address in the dealer because they never have an issue in reaching out to me for maintenance and offers as I already mentioned.  Anyways, after I moved from that address I paid 2 years for a mail forwarding and no letter from Mazda was received. Moreover, I am complaining about the shortcomings of Mazda of fulfilling their duty of notifying their customers of their faulty product. A letter can be missed and they should do more in their part to notify customers such an email and/or call. It is obvious to me and it lands in the common sense that if they know that a manufactured product has an issue, that issue will surface at anytime for the customer. The fact that Mazda does the minimum in the notification, it sounds to me that they just want to bury their mistake and make the client pay for it.
  
  I feel insulted that Mazda’s answer wants to antagonize the customer and indicate that it is my fault that I did not receive the notification because I did not update my address or I did not visit the dealer. I should have updated my address but that will not ensure that I receive the letter because mail can be lost. As I have stated before, Mazda should not minimize their responsibility in the notification of an issue and treat the notification as check list when people pay thousands of dollars for a faulty product. Also, I should add that I stopped visiting the dealer for maintenance because I realized that their service cost 2 or 3 times more than a mechanical could charge, their “Mazda Oil” is not fully synthetic or Mazda made oil which is not as good as other brands. So, i prefer to use a fully synthetic oil for the car to increase its performance, their oil filter is low quality and they try to oversell maintenance that is not strictly required. I did not feel I was receiving a good service and I moved my business to a trustworthy mechanic shop for which I should not be villainies but compensate for the poor customer service that again and again I have been receiving from Mazda.
  
  I have had the issue for years but just recently I came across with the recall. I decided to make an appointment with the dealer because in my mind it was conspicuous that if a product was fabricated with an inherited problem, it is the manufacturer responsibility to fix that issue. I even do not understand why Mazda is setting an expiration for a recall because my understanding is that recalls do not expire. It is really clear what is happening: Mazda sold a faulty product and Mazda is responsible for correcting their mistake. For your records,  I visited the dealer in May 23.
  
  Sincerely,
  
  ****** *****

  Business response

  21/06/2023

  Mazda Canada disagrees with the customer’s comments as we have taken responsibility for the concern she encountered years ago, through the issuing of a Special Service Program (SSP) to cover the repair.  A SSP is essentially a warranty extension for a specific item.  Knowing the customer has had the issue for years, one can only suppose based on how the customer has written her response, that it is Mazda Canada’s fault that the customer didn’t show up at a Mazda dealer years ago to inquire about the concern.  The claimed fault against us, "because our servicing is too expensive and of poor quality."  With the SSP in place we were offering the customer something for free and a simple phone call to a dealer about the concern would have prompted the dealer to coordinate a service visit to address the concern as they get paid to complete SSPs.  The SSP for this concern was issued in May 2019 thus giving the customer two years before it expired on her vehicle to have the work completed.
  
  Mazda Canada does not want to antagonize the customer and we apologize if the facts as being presented are doing so.  The customer’s understanding that SSPs are the same as Recalls is incorrect.  SSPs are not Recalls.  Recalls are issued under the direction of Transport Canada and therefore have no expiry date.  A SSP is a voluntary action taken by an OEM and therefor comes with an expiry date based on it being a warranty extension.
  
  We are sorry the customer does not agree with our stance.  Manufacturer warranties are in place to address product defects which may transpire.  In the case of SSPs, the specific concern is granted special consideration and provide a warranty extension.  In the same manner as a regular manufacturer warranty has an expiry date, so too do SSPs.  Due diligence on the part of the customer when the concern first transpired would have brought the customer to the same knowledge she has recently gained, that a warranty extension for her concern was issued.
  
  As for the recent dealer visit in May 2023. It appears it was just that, a visit, as no Repair Order was generated and therefore there is no repair history to support the visit.  Mazda Canada does not track visits to dealer service departments.  We track when Repair Orders have been created and work completed.
  
  Mazda Canada feels no obligation to reconsider this situation as the expiry of the SSP for this customer’s vehicle passed on June 29, 2021.  The customer had the opportunity prior to expiry date to consult with a dealer or undertake an online search.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a valid warranty claim for my transmission in my Mazda 3, verified by two separate automotive garages in Kingston Ontario. (*** ***** ****** ************). Mazda Kingston and Mazda Canada refuse to take ownership and honour the warranty.

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

  Business response

  17/05/2023

  Mazda Canada has reviewed this customer's complaint with our dealer who advised that their inspection and diagnosis of the vehicle found nothing wrong with the transmission or drivetrain.  They advised the customer's complaint is being caused by the tires.

  While the customer has advised that two 3rd party automotive service facilities have advised the transmission requires replacement, Mazda Canada will rely upon our dealer's diagnosis.  If the transmission was replaced as suggested by the 3rd party establishments, they would have no financial investment in the repair and it is highly unlikely that they will offer to pay for their misdiagnosis if the noise complaint is not addressed.

  Mazda Canada has learned that this customer has purchased this vehicle as a used vehicle and the visit to our dealer for this complain is the first Mazda dealer service visit for this vehicle since it was sold new.  This customer therefore is new to both Mazda and our dealer.  To demonstrate good faith, our dealer has advised that they are prepared to undertake a second inspection of the vehicle to provide the customer an understanding of the concern.

  Customer response

  17/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Please have them contact me to arrange a service appointment 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  21/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Mazda Canada as directed by the dealer. I spoke to a customer service agent named Sinthia. During the initial conversation Sinthia did not listen to anything I was attempting to explain regarding my vehicle or the issue I had. She was only concerned with the expiry date of my New Vehicle Warranty, and if I had taken my vehicle to a Mazda dealer for servicing. When I attempted to explain and provide information for my personal situation (that I live over an hour away from the closest dealer) so that I could be properly considered for a “case by case/good faith” exception, she cut me off and abruptly told me to email their customer service email with the invoices from my mechanic. I sent the email to Mazda Canada on March 20, 2023. After a week I called to ensure they received my email and asked if there was any more information I needed to provide. I was told my file is assigned to Sinthia and a note has been added for her to follow up with me. This exact experience was repeated 3 more times over the next 3 weeks. I did not hear anything from Sinthia. I was not requested to provide any information, and I was not given any updates or any information on my file. When I called on April 17th, 2023, I got the same response as the other calls, ‘Sinthia has the file and she will get back to me’, this time I told the agent on the phone that if I don’t hear from her I will be asking to speak to a manager the next day. That afternoon I received my first and only communication from Sinthia since my original call, an email saying my claim is denied with a very vague reason being that I don’t take my vehicle to a Mazda dealer for regular servicing. Mazda Canada was not interested in listening to me or giving me any opportunity to provide information towards my file so it could be viewed as an independent “case by case” file. Please see attached document for more information for this complaint. Pictures anttached are from my mechanic and provided to Mazda Canada.

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

  Business response

  21/04/2023

  Mazda Canada has reviewed this customer’s situation on a “case by case” basis, on its own merits.  Automotive warranties have defined parameters with an expiry date being a primary factor.  When the warranty is over, it is over.  The customer’s Mazda dealer has advised Mazda Canada that they explored the possibility of having the repair covered under a 3rd party product, but the repair was not covered.  If there is 3rd party after warranty coverage on the vehicle that has not expired yet declined to cover the repair, why is there an expectation to provide good faith when the Mazda warranty has expired?
  
  Multiple factors are utilized when examining this type of situation and the only prevailing factor the customer has offered is that he lives an hour from a Mazda dealer.  My home is on average an hour and 15 minutes from my office, but I live where I do by choice in the same manner the customer has chosen where he will live.  Mazda does not dictate where customer can or cannot live.  Customers make the choice of where to live and what vehicle to drive.  If the dealer is deemed to be too far from where the customer lives, there should be no expectation of an exception by OEM for a customer decision.
  
  Another factor reviewed was the vehicle’s servicing history at a Mazda dealer and this vehicle has not been to a Mazda dealer since December 2020.  Over two years since a Mazda trained technician has looked at or serviced the vehicle.  Having a Mazda dealer service a vehicle is not a condition of warranty coverage however having a Mazda technician service a vehicle builds goodwill between a customer and collectively the dealer and manufacturer.  With no visibility to the vehicle for over two years we have no understanding as to the condition, upkeep and care of the vehicle during that time period.  Regular, consistent service visits to a Mazda dealer provides an ongoing perspective of a vehicle.
  
  Mazda Canada is sorry this customer’s concern has not been addressed promptly.  The outcome has been determined based on the information the customer provided and the customer has been provided with Mazda Canada’s decision.

  Customer response

  21/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This is the most communication I have received from Mazda Canada, it should come as no surprise then that they have their facts wrong. 
  
  There was a third party warranty purchased with the vehicle, it was not explained properly at the time of purchase expiring well before it was expected to, and well before the New Vehicle Warranty from Mazda. As I have throughly explained in all my attempts at communication with Mazda Canada. 
  
  This respondent has now made it clear Mazda does not consider how far a customer needs to travel in order to have their vehicle serviced. I find it interesting they compare their daily commute to their office directly to taking their vehicle in for regular servicing. Servicing that would consume the majority of someone’s day. I too live 1 hour and 30 mins from where I work,  one of the reasons I purchased this vehicle for the easy highway commute. However, I if I had the option of attending an office closer to home i would. Similarly to having my vehicle serviced, why would I choose to drive further to spend more time and money to service my vehicle when there are closer options that are warranty approved? 
  
  I acknowledge that they finally answered my question, no they do not take the proximity of where someone lives when considering their use of Mazda servicing. 
  
  Mazda Canada has not acknowledged: 
  
  Is the only consideration when determining a “good faith” claim whether that vehicle is regularly serviced at a Mazda dealer? This is the only reason currently provided by Mazda Canada, which leads to the next point. 
  
  How would Mazda Servicing have changed the current position I am in if the part that has failed is not part of a regular service? The dealer even confirmed no servicing would have prevented this part from failing. Why did it fail if the vehicle has been used for highway commuting and regular use? 
  
  If Mazda is so concerned with “ With no visibility to the vehicle for over two years we have no understanding as to the condition, upkeep and care of the vehicle during that time period.  Regular, consistent service visits to a Mazda dealer provides an ongoing perspective of a vehicle.” Why has Mazda Canada not requested my vehicle be diagnosed by a Mazda dealer to get the best understanding of what is occurring before denying my claim? I have offered to provide past servicing records of the vehicle, but Mazda Canada is not interested in any facts about the vehicles condition or history. 
  
  What information has Mazda Canada used to determine my “good faith” decision, if I have been unable to provide any information towards my file, and they just proved they still have the facts wrong? 
  
  Finally I accept their apology, although I hardly believe it is sincere, regarding the length of time it took to get a decision. However, it is the fact they have been dodging, ignoring, and dismissing me that pushed me to the BBB for assistance
  

  Sincerely,
  
  ***** *******

  Business response

  26/04/2023

  Mazda Canada accepts the customer’s rejection of our response.  In the same manner that the customer is free to determine where he lives in relationship to our dealer, or where he takes his vehicle for servicing/repairs, he is indeed free to not accept our reply.

  The customer has demonstrated some understanding of the situation as he has not come to Mazda Canada seeking warranty coverage after the warranty expired, but rather a good faith coverage.  The only viable point the customer has presented in support of his request for good faith is that he lives an hour from a dealer and those are the circumstances under which his good faith request should be granted.

  Mazda Canada’s records show that this customer’s home address has not been updated or changed from when his vehicle was purchased.  If that is the case, this means the customer lived where he lives now when he purchased the vehicle.  Why the distance is now an issue we cannot answer.  Regardless, Mazda Canada does not consider how far a customer lives from a dealer.  People and vehicles move all the time, and the fact remains that neither dealers nor OEMs are required to either follow a customer or compensate a customer due to the travel times and distances.

  Not wanting to drive further than necessary for servicing is likewise a customer’s choice.  A choice this customer made without the influence of Mazda.  Yet, based on the comments made in his rejection, he is clearly identifying Mazda’s decision for not providing goodwill for a repair completed at a non-Mazda facility as simply, unacceptable.  Unacceptable that a company would put their documented warranty (which states warranty repairs must be completed at a Mazda dealer) ahead of a customer’s choice of living where they want to and servicing their vehicle where they wish.

  The servicing of a vehicle is a relationship.  An exchange of business between two parties which makes it a reciprocal relationship.  A relationship that can build into a you scratch my back and I’ll scratch yours.  This customer lives too far from a dealer to scratch the dealer’s back by servicing at the dealer.  Yet, now, he is expecting Mazda to scratch his back just because he thinks we should.  Servicing at and having repairs completed at a Mazda dealer is a factor used in determining goodwill.

  When customers come to us with similar circumstances, a factor considered is whether the work has been completed or not.  This customer has presented Mazda Canada with a receipt for work that has already been completed at a business establishment with which Mazda Canada has no relationship.  When considering goodwill Mazda Canada works directly with the dealer involved and through our combined long-term relationship, we collectively establish the outcome.  We cannot negotiate a business transaction with someone we have never dealt with nor have no form of relationship with.

  Mazda Canada does not feel we have the facts wrong.  The underlying fact is the customer is knowingly asking for something he is not entitled to with the only basis presented being how far he lives from a dealer.  Mazda Canada does not consider travel distance as justification for providing a good faith/goodwill reimbursement.

   

  Customer response

  28/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Mazda Canada continues to distract from the original reason I contacted them; they sold me a vehicle with a defective rear differential that no regular servicing would have prevented from breaking. They refuse to read the information I send them with the facts and details of what has happened, instead grasping at the only reason for them to not provide any assistance and supporting it with wrong facts.  

  Mazda Canada: “The customer has demonstrated some understanding of the situation as he has not come to Mazda Canada seeking warranty coverage after the warranty expired, but rather a good faith coverage.”  
  

  *****: I was told a good faith decision was the only option available to me, is there an option of being considered for a warranty coverage after the warranty expired, as mentioned? If so, why was that not expressed until now?
  

  Mazda Canada: “Yet, based on the comments made in his rejection, he is clearly identifying Mazda’s decision for not providing goodwill for a repair completed at a non-Mazda facility as simply, unacceptable.  Unacceptable that a company would put their documented warranty (which states warranty repairs must be completed at a Mazda dealer) ahead of a customer’s choice of living where they want to and servicing their vehicle where they wish.”

  “This customer has presented Mazda Canada with a receipt for work that has already been completed at a business establishment with which Mazda Canada has no relationship.  When considering goodwill Mazda Canada works directly with the dealer involved and through our combined long-term relationship, we collectively establish the outcome.  We cannot negotiate a business transaction with someone we have never dealt with nor have no form of relationship with.”
  

  *****: Mazda Canada continues to make false statements on wrong facts. At no time have I said that the repair has been completed for the rear differential. In all my communication and since the very first phone conversation, I have said that my mechanic diagnosed the issue. At no time have I said they repaired the issue.

  The only work done by my mechanic was replacing an axle seal, not repairing, or servicing the rear differential. The receipt mentioned above by Mazda Canada clearly states this, as does an email I received from my mechanic that was also forwarded to Mazda Canada in my original email. I have now forwarded this original email to the BBB so it may be added to the portal.

  Does Mazda Canada even understand that the part in question for this entire issue is the rear differential?

  Mazda Canada: “The servicing of a vehicle is a relationship.  An exchange of business between two parties which makes it a reciprocal relationship.  A relationship that can build into a you scratch my back and I’ll scratch yours.  This customer lives too far from a dealer to scratch the dealer’s back by servicing at the dealer.  Yet, now, he is expecting Mazda to scratch his back just because he thinks we should.  Servicing at and having repairs completed at a Mazda dealer is a factor used in determining goodwill.”

  *****: Mazda Canada has now admitted they are only committed to providing customer service and a safe quality product to customers who “scratches their back” by spending thousands more dollars of their hard-earned money above and beyond the initial purchase. I “scratched their back” by purchasing a $30,000 vehicle, a vehicle that was promised to have quality parts, but doesn’t.

  Why should I not expect Mazda Canada to provide me with assistance for a faulty part, that failed only 14 weeks past my warranty, when they proudly promote and advertise one of their key corporate values is to be “in the service of drivers?” “One of Mazda's five key values, omotenashi is the tradition of Japanese hospitality which spreads joy through kindness by putting others ahead of oneself.”

  Why should I not expect Mazda Canada to provide a “Safe,” “Quality” product when they proudly advertise and promote both as key commitments on their website as part of their “Corporate Social Responsibility?”
  

  I expect Mazda Canada to live up to the commitment they have made to all their customers, not just the ones who spend more, especially when the customer is sold a faulty part.

  Will Mazda Canada acknowledge that the rear differential does not require or have regular scheduled maintenance, as confirmed by their own servicing department? Their service department also admitting that the rear differential should never break, and nothing could have been done to prevent it. Leaving the only explanation, a faulty part.

  Will Mazda Canada explain why they have not made any attempt at gathering and clarifying information, or read the information sent to them thoroughly, to ensure they are making their decision based on the correct facts? As proven by their continued statements with false facts.

  Will Mazda Canada live up to the commitment they have made to me as their customer, a commitment they proudly advertised on their website as values and corporate social responsibilities?

  The fact remains, Mazda Canada has failed to provide a quality product and have done nothing but deflect the responsibility of fixing their mistake. Mazda Canada has not once acknowledged that my vehicle, the one they sold me, has a broken rear differential with the only explanation being because it is faulty.

  Mazda Canada continues to demonstrate they are not interested in providing respectful customer service, or a quality and safe product. This entire complaint and situation could have easily been avoided if Mazda Canada had a professional approach to solving customer complaints and concerns. All that was required was a phone call to respectfully discuss the problem I am experiencing with their product, a call I requested multiple times over multiple weeks. Instead, I am ignored, avoided, trivialized, and treated as an irritant.

  It is disheartening this is how Mazda Canada treats their customers and promotes their brand and company. A company that proudly promotes “Respect for People” along with the already mentioned “Quality” and “Safety” on their website as part of their “corporate social responsibility.” https://********************************************************************************  

  I am interested if the responses from Mazda are coming from anyone holding a leadership position, and are treating a customer in this manner, or if I am still only speaking to the original agent who has owned my file. Either way, Mazda Canada should be ashamed of how they have handled this entire situation and are proving to be hypocritical in their company values and commitments made to their customers. 
  
  Sincerely,
  
  ***** *******

  Business response

  08/05/2023

  Mazda Canada has reviewed the customer complaint and comments and will offer the customer an inspection of his vehicle and rear differential.  While the customer is seeking goodwill, Mazda Canada makes no commitment till our analysis of the complaint is complete.
  
  If the customer wishes to take Mazda Canada up on this offer, he can coordinate a service visit to his Mazda dealer where the inspection will be completed.  Mazda Canada will provide an assessment after an analysis of the findings have been reviewed.

  Customer response

  18/05/2023

  
  Complaint: ********
  
  I am rejecting this response as I see this offer  as a step in the right direction and one that should have taken place months ago, before the immediate denial of my initial claim. However, this is not a resolution to my complaint. 
  
  I have taken Mazda Canada up on their offer and on Tuesday May 16th my vehicle was inspected by ******* Mazda in ********. The result of that inspection was the confirmation that my vehicle requires a new rear differential and coupler. This was also confirmed by Mazda Canada after ******* Mazda sent their findings in with Technical Ticket #******. 
  
  ******* Mazda has now also deemed my vehicle unsafe to drive, leaving my family without a vehicle and me scrambling to find a temporary replacement. 
  
  I contacted Mazda Canada on Tuesday May 16th at the recommendation of ******* Mazda to try and resolve the issue quickly. However, once again I was unable to speak to anyone with control over my file, only being referred back to the BBB response. 
  
  I am keeping this BBB file open as it is the only way I have received any information from Mazda Canada, and I have lost all faith and hope in them to care about me as a person to try and resolve this quickly. 
  
  I was asked on the phone what my expectations are of Mazda Canada, at the time I was unable to answer due to the amount of frustration I was feeling. 
  
  My answer to what do I expect from Mazda Canada is, I expect Mazda Canada to provide me a replacement part at no cost to me and a discount on the labour to install it. 
  
  Once Mazda Canada has completed their “analysis of my complaint” and provides a decision, I will consider that as a resolution and close this complaint.
  
  Sincerely,
  
  ***** *******

  Business response

  24/05/2023

  Mazda Canada has worked with the customer's selling dealer and agreed to assist Mazda Canada with the repair on a 1/3, 1/3, 1/3 payment basis.  Comments from the dealer are that the customer is satisfied with this offer.  If this is acceptable to the customer he can work directly with the dealer.

  Customer response

  25/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I am disheartened that I needed to involve the BBB due to the lack of professional customer service by Mazda Canada. My message to Mazda Canada is simply, do better, be better. 
  

  I want to thank the BBB for their assistance, if they did not get involved, I would not have seen any assistance from Mazda Canada. 
  
  Sincerely, a once proud Mazda owner, 
  
  ***** *******

*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. ↩