Complaints

• Initial Complaint

  28/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car repair parts delayed incurring significant cost on customer and no offer of support from Mazda Canada: - Mazda CX5 leased in August 2020 from ******** Mazda, Toronto, Ontario. - Non fault accident with a deer involving myself *** ****** on Tuesday 14th June 2022. - Car not drivable and taken to bodyshop (******** *********, Huntsville, Ontario). - Order placed by body shop on 21st June 2022 for replacement parts to repair damage. - ********** Insurance provider arranged for a rental car up to value of $3k whilst parts were ordered and repair completed. - Parts have been delayed and then further delayed with the final part delivered to body shop today - Thursday 27th October. - Mazda Canada customer support initially said they would not consider any support in this case until 90 days from the date of order had passed. - Called Mazda customer support at 90 day mark and still no support offered. - Now over 120 days since parts were ordered and no support or compensation provided for rental car bill that is in the thousands of dollars, potentially $4-$5k. - Rental car is essential as we are a one car family in rural Ontario. - Service request #1-********** - VIN - *****************

  Business response

  08/11/2022

  Mazda Canada has been in direct contact with this customer to hear and address their concern.  As the complaint centers on a parts back order issue, Mazda Canada offered to cover a rental vehicle for the customer back to the date which was consistent with how Mazda Canada is addressing rental vehicle coverage for all customers with parts back order concerns due to accidents.

  To further assist the customer as they have been out of their vehicle, Mazda Canada offered to seek approval from their leasing company to have their monthly payments deferred for three months if they wished.  The customer accepted this offer which is intended to allow monthly lease payments to stop for three months while the vehicle is not being driven.  It does mean however that the lease is extended by three months so that the contracted number of monthly payments are made.  The customer accepted this offer and Mazda Canada is waiting to hear back from the leasing company.

  Mazda Canada apologizes that our ability to maintain parts stock through COVID and the ensuing global supply chain concerns has affected not just this customer but all customers.  We are pleased to see that our parts back order situation has improved and we look forward to being back to what we consider normal.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** *********** *** ****. I have a 2020 Mazda CX-5. At my last visit to the dealer, for an oil change, he told me that the rear rotors are worn out and should be changed. I was quoted $479.95 + tax for the rear rotors. I did just 27.000 Km with the car and I don't think this is considered normal wear and tear for any car. In reality, this is a well-known problem for Mazda CX-5 and a Technical Service Bulletin was issued for this problem (TSB 04-003/20). The bulletin is stating that the repair will be covered under Mazda's New Vehicle Limited Warranty term. All my attempts to have these repairs done under the warranty terms have failed. * *** ** ********* ***** ******** **** ***** ****** **** *** * ******** *** *** ********* ******* they just refuse any help.

  Business response

  28/09/2022

  Mazda Canada wishes to clarify that a significant number of vehicle brake complaints link back to a lack of brake maintenance undertaken by vehicle owners.  Mazda's Owner's Manual for the 2020 Mazda CX-5 indicates that brakes should be Inspected every 24,000 kilometers or every 12 months, whichever comes first.  This work includes: Inspect and clean, repair, adjust, fill up, or replace if necessary, all of which contribute to improved brake performance and longevity. 

  In turn, vehicles which have had their brakes annually maintained have proven to experience significantly less concerns with respect to brake pads, calipers and rotors.

  Unfortunately, upon investigating this consumer's complaint, it appears that after two years of ownership this vehicle has not received any brake maintenance at all. 

  While we cannot agree that a lack of recommended brake maintenance constitutes a warrantable brake defect, we are nonetheless willing to further discuss an amicable resolution with the consumer.  A member of our Customer Assistance team will connect directly with the consumer to discuss further.

   

• Initial Complaint

  01/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have a 2021 CX9 the Red Signature model. We absolutely loved our car until January of 2022. Our car was involved in an accident. It was parked outside at my husband's workplace and when he got back our car was damaged on the rear passenger side. (It was a hit and run). We reported the damage to *** and ever since have been waiting to get the parts. Its Aug 28, 2022 and we've made several calls and emails to Mazda and ******** ********* center *** ********** ** - Canada) for repairs where our file is and haven't received any response yet. We've been driving a $60K car with our side door completely ruined with no ETA whatsoever on parts. When we bought the car we were informed that the parts are easily available as its the most recent model and the manufacturer still will continue to make that model for years. What's the point buying an expensive car when the company is not able to provide parts to replace. Its been so frustrating calling Mazda and ******** for so many months. ** *** *** ******** ** ****** ***** ****** ***** ******* *** ***** ****** ********* ** *** *** ** * ********** Extremely disappointed.

  Business response

  01/09/2022

  Mazda Canada is sorry and apologizes that this customer has been waiting an extended period of time for replacement parts. Mazda Canada has been affected by the global supply chain issues affecting most industry sectors. Through 2022, our parts and vehicle deliveries have fallen well below what we could ever have expected. We are please to be experiencing an increase in deliveries of overseas parts however we remain cautious as we know it will be sometime till things return to what we experienced prior to COVID.
  
  A review of our database has been undertaken for this customer's complaint and we have one recorded file for this customer and their VIN. On August 29th Mazda Canada received the same email which BBB received and is reported here in this BBB file. There are no additional records that could be found that link this customer's name or VIN to previous calls or emails concerning this situation. We did however respond immediately on August 30th to advise we would investigate the concern. On August 31st we were able to connect with the body shop and learned that all parts had been received and that the customer's vehicle was scheduled for work to commence on September 30th. This information was likewise in turn shared with the customer in a subsequent follow-up email on August 31st.
  
  When Mazda Canada's Customer Assistance team is advised of a customer who has been waiting on parts beyond what we would consider a reasonable time, generally three months, we undertake to investigate the parts which have been delayed. To assist customers, we want to understand the timelines and where possible we do what can be done to expedite getting the parts as soon as possible. We are grateful to know the parts for this concern have been received by the body shop.
  

  Customer response

  02/09/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I appreciate that Mazda was kind enough to reply quickly. I received an email from their head office regarding the above response. I will take my vehicle in as soon as they have a cancellation for repairs. My vehicle is starting to get rust around the damage area and its so inconvenient that I had to wait so so long to get my parts. I hate driving an expensive car when the damage is so visible. Thank you for the response.

• Initial Complaint

  26/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I put a deposit down on May 12 and was expressly told I would have my vehicle by July 21. I was then told to sign a contract and told I would get my vehicle on July 30. Now I'm told I might get it August 9 or sooner. I would like to know why my contract has the vin number of the vehicle but the dealer cannot deliver as promised and keeps giving excuses of global shortages and delivery delays but also tells me that other people have gotten their vehicle sooner than promised. Further amongst all the added fees on the contract their is an Air charge of $100 when my vehicle has not even been on a plane? The contract has a clause that allows the dealer to create excuses but not the buyer as I'm tied into buying the vehicle eventhough I'm Not getting the vehicle as promised on time. Please help. Who is going to compensate me as I've had to find alternate means of transportation?

  Business response

  05/08/2022

  Mazda Canada has reviewed your file within ******* Mazda dealership. Yesterday this vehicle arrived at the dealer where you should be receiving a call shortly if not already.
  
  New vehicle purchases can be provided a VIN with a minimum of a 6-8 week ETA. This is providing parts are available (depending on model) due to the global shortages. Due to already knowing about the global shortages many companies/products, I would take any ETA very lightly.
  
  Air tax: This tax is a Federal Air Conditioner Tax that aligns with a $100 fee that the Federal Government applies to new vehicles with built-in air conditioning. (has nothing to do with an airplane)
  
  In regards to compensation for alternate transportation, this would be aligned with the consumer to have set appropriate alternate transportation (as back up) due to the pandemic and in the event timelines are pushed back and or something else occurs.
  
  Thank you for contacting Mazda Canada.

• Initial Complaint

  23/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Mazda CX-9 GT in November 2018 ($50,000). The infotainment center screen (that controls radio, media, navigation, cabin controls, lights, settings, etc) has started to develop spider cracks internally in the corners. I went to a local Mazda dealer who said it was out of warranty and a $1900 part. My warranty ended November 2021. I reached out to Mazda Canada directly via telephone and e-mail - and they told me they'd review the situation. An hour after sending them photos **********, they said it was out of warranty and they could not replace. Furthermore, they stated that because I did not bring this vehicle into a Mazda dealership since 2019 (I chose a local mechanic to do oil changes and work), that they would not approve a good will measure to replace the part. This is all DESPITE the fact that they have a notice out for 2016-2017 CX-9's with the same issue, and are replacing those without issue. ********************** blaming me for not servicing with them (which would have been irrelevant to a screen quality issue), is downright disrespectful and uncalled for. There are several online forums of users reporting the same thing, with no support or varied responses. It seems dishonest to force a customer to buy a replacement part for a KNOWN quality issue that you are replacing on the same model, earlier years.

  Business response

  31/05/2022

  Business Response /* (1000, 5, 2022/03/31) */ Mazda Canada is sorry to hear about the concern and resulting inconvenience involved. In the customers comments he references SSPB9 warranty extension for 2016-2017 CX-9 vehicles for spider cracking. Mazda Canada would like to advise the SSP does not include 2018 vehicles as the part comes from a different supplier, therefor having a different part number as well. In viewing the customers service history, this vehicle does not see the Mazda dealer for regular maintenance (two visits) in over 3 years time. Our only recommendation would be to purchase a new unit and in the event said SSPB9 is extended into the 2018 model year CX-9 vehicles, the customer would receive a reimbursement form.

*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. ↩