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Mazda North American Operations complaints

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200 Spectrum Center Drive, Suite 100
Irvine, CA 92618 | Get Directions

(800) 222-5500

http://www.mazdausa.com

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Total Amount in Dispute:
$0.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that while the company did respond to the one complaint brought to the company’s attention, the response did not address the complainant’s allegations.

Complaint Closing Statistics

1 complaints against Mazda North American Operations closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Mazda North American Operations

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6/3/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

5/20/2024

First and Foremost: Mazda USA and all dealerships ARE AWARE of the problem. You should be too. This affects ALL 2016-2020 Mazda CX-9 vehicles as well as some other models equipped with the same SkyActiv 2.5L Turbocharged engine. Please see Technical Service Bulletin 01-013/21. (UPDATED TSB 2021-DEC-02). It's a known problem affecting some of the early-mid Skyactiv 2.5 Turbo equipped cars including the Mazda6, CX-5, and CX-9. A casting defect in the block and/or cylinder head causes a coolant leak that's hidden behind the exhaust manifold and turbocharger. I was doing my routine 5K oil change and noted the following: a coolant odor (sweet, syrupy, etc.) while the engine is idling and I'm standing outside the vehicle the coolant is low dark green residue all over the oil filter and surrounding components. I decided to haul it in. Diagnosis was that the crack is present and that driving any more will cause other damage or to be unsafe. Not sure I buy the further damage part. Nothing else is cooled by water other than the engine, which the dealer is replacing... They said that I could potentially damage the transmission. (Which is cooled by the transmission cooler below the radiator.) I can buy that it's potentially unsafe, as a blown head gasket will cause the engine to stall, which can lead to blocking traffic and being rear ended. Resolution Sought Mazda needs to stand by their admittedly faulty design and issue a recall for these flawed cylinder heads.

Company Response

5/20/2024

To whom it may concern, The customer experience center already reviewed and provided an answer to your request. Mazda's position remains unchanged.

Customer Rebuttal

5/21/2024

Correct, Mazda did respond and offered some assistance, but its a safety issue, and the repair can only be done at a Mazda dealership, not any shop of my choosing, Not fair

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