Complaints

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my Mazda CX-90 in April of 2024. The transmission started making noise within the first month of owning the vehicle. I spoke to sales and they said it might just need to learn my driving patterns. By July I realized the noise was not going away and made an appointment to get it fixed. Brought my car in Friday July 19th 2024 and got it back on Tuesday July 23rd. was told the grinding transmission noise was fixed by updating software and relearn on transmission. I drove off the lot and it immediately noticed it was still making the grinding transmission noise. Drove it back to Bakersfield Mazda service center. The tech said he needed to create a video of the noise and send it to Mazda cooperate for diagnostic and further repair information. They let me take my car home and said they would update me on what Mazda had to fix the issue. On Aug 1st I had not heard back from the dealership so I called them. It took until August 6th with repeated phone calls to get a response back,, "There is no fix at this moment". I asked to speak to the service manager. He told me that Mazda was aware of this issue, but they are refusing to do anything about it. ***** (Service manager) Stated he was willing to replace my transmission, but could not get approval from Mazda ************* My car is new and came with a warranty that Mazda is refusing to honor. My transmission is still making grinding noises when it shifts from 1st to 2nd gear. I just want my CX-90 PHEV transmission Fixed. No Excuses! This is a new car with under ***** miles and a warrantee that is not being honored. The dealership has been kind and helpful, but this complaint goes against them because I bought my vehicle from this dealership and they say they can't fix it.

  Business response

  08/28/2024

  Mazda corporate was contacted via mazda techline service and technician spoke with field engineer RTS regarding concern. Advised to performed software update to vehicle, noise is still present, Techline contacted back and was advised that this is a known issue and transmissions have been replaced with same transaxle unit but the noise still persists and comes back. Currently there is no repair available to rectify the noise stated by customer. In order to replace the transmission assembly under warranty it requires a MASH approval number which is required to be able to order this transmission signifying that the replacement of the transmission will rectify the concern and it was signed off by a techline analyst from Mazda. Due to no approval number when calling in to techline we cannot replace the transmission assembly under warranty.

  Customer response

  08/30/2024

  I am rejecting this response because:

  I am formally rejecting this response due to the following reasons:
  My vehicle, which is both new and under warranty, has been acknowledged by Mazda as having an issue, yet they have declined to address it. This situation raises legal concerns, as it seems to contravene consumer protection laws.

  I have contacted the Bureau of Automotive Repair, which concurs that Mazda is responsible for resolving this issue and is currently investigating the matter.

  
  In **********, it is illegal to sell a new vehicle with unresolved defects, and such situations typically fall under the Lemon Law. However, Mazda's refusal to address the problem prevents me from pursuing this legal remedy. It appears that Mazda is intentionally avoiding multiple repair attempts to circumvent Lemon Law provisions.

  
  Given Mazda's inaction, I have sought assistance from the Bureau of Automotive Repair. I urge the owner of Bakersfield Mazda to escalate this matter to the corporate offices in ****** to advocate on my behalf. I should not have to escalate this issue to legal channels or involve local media.

  
  My preference is to have my 2024 Mazda CX-90 PHEV repaired, as I am very satisfied with the vehicle itself but frustrated by the ongoing issue. If Mazda is unable or unwilling to repair the vehicle, I request either a replacement without defects or a full refund.
  
  

  
  

  Business response

  09/04/2024

  Correspondence has been made with Mazda corporate **** and they are currently acquiring the assistance of a Mazda field engineer/RTS. 

  Customer response

  09/09/2024

   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.

  I received the following response from Mazda today: .

  Thank you for contacting Mazda Customer Experience Center. 
  
  Good afternoon Mr. ******** style="color: rgb(0, 0, 0); font-family: serif, sans-serif; font-size: 15px;">
  I want to thank you again for taking the time to speak with me this afternoon. This email is to confirm an appointment to drop off your CX-90 so the transmission can be replaced is set for Thursday 9/12/24 at 430pm. The service advisor, ***, stated a loaner vehicle would be available.
  
  Thank you for being apart of the Mazda family.. I hope you have an amazing day!
   
  If you have any questions in the future, you can reach me directly using the number and extension below. 
   
  Sincerely, 
  Candy 
  Representative, Customer Experience 

  Replacing my defective transmission was all I wanted in the first place.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Oil is leaking. The underbody panels were not put back onto my car after the oil change I had done on the 19th. I can't believe that they could be so sloppy and careless. I would expect more from the dealership. This is totally unacceptable.

  Business response

  10/31/2023

  Hi, We have made contact with the customer and completed the repair. The customer now has the vehicle in their care.

  Thank you.

  Customer response

  11/01/2023

   I am rejecting this response because: While
  Yes they admitted to my car somehow not having the oil plug properly put back on after my oil change appointment. They sent a tow truck to pick up my car and fixed that issue. But the under car panels/*******. Have yet to be replaced. I have spoken with them and they  have decided to order new ones andput them on my car but I'll belive it when I see it. This whole experience has left me so upset. I have no idea where Im supposed to take my car for all future Maintenance.

  Business response

  11/02/2023

  Good Afternoon,

  After speaking with the General Manager & Service Manager I was told that the parts needed for the repair arrived this morning, a Service Advisor has tried contacting the customer via telephone and has been unable to reach the customer. One of our **************** Representatives has also tried numerous times to obtain contact with the customer to no avail. Can the customer please reach back out to us to complete the repair and we can discuss any further issues as well at that time with the customer. We hope to make a peaceful resolution one that all parties involved can agree too. 

  Customer response

  11/03/2023

   I am rejecting this response because:
  As you can see on the first invoice my pbone number is correct however on the second invoice my phone number has been changed. The reason they can't get a hold of me is because they have changed my phone number. I don't know how these people make so many mistakes. I will call them in the morning and notify them of this and schedule to get parts put on my car. 
  
  

• Initial Complaint

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the vehicle 12/23/21, by April I already needed to have a caron filter replaced. A few months later all my sensor lights kept turning on. They would turn off on their own so it wasn't until November that I finally took it in to be looked at because at this point, they would stay on. November 8th it was serviced, and I paid my warranty deductible for replacing a brake sensor. The same day all the lights turned back on. I took it back in November 15th for the same issue, and they decided now there was a fault in my stop lamp. By November 24th my lights were on again but this time the check engine light was on, along with stuttering in my engine. I brought it in November 30th for them to tell me its now my ignition coil and spark plus, requesting another deductible amount because apparently, they didn't see these issues less than 2 weeks ago.

  Business response

  12/01/2022

  Hello, I called and left a voice mail, plus emailed and waiting to get respond back from the customer to see if she can bring the car back so we can inspect the vehicle .thanks 

*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. ↩