Mazda Reviews

I called back and was told I would receive a call that day (friday). Tuesday rolled around so I called and spoke with the case manager and informed them now the fob open my trunk while I was in work! I let her know this. She informed me she will contact the dealer asap and see what they have done and report back, I emailed twice asking for an update to no avail, I called and was informed the case manager has left for the day and I should get a call within 24-48 business hours, this will now bring us to the next week, I feel as if they got me in a vehicle and now dancing around just replacing the fob, 2 working fobs is part of my lease agreement that just began at the very end of December.

The other brake issue is one that is a head-scratcher. The emergency brake automatically engages when the CX50 is in park as a safety feature. The CX50 will have a loud “BANG” when the rear brake disengages after being parked overnight. The “BANG” has varying levels loudness; the worst being if the car has been driven in the rain. The CX50 was left in an inside parking garage for a week. It was difficult to move in reverse as the rear brakes would not release under normal throttle. The throttle was increased, the car squatted, and the rear brakes released with the loudest “BANG” yet. The car lurched out of it’s parking space. I felt very fortunate that no person or vehicle was close before I could jump on the brakes. There has been a litany of small annoying everyday issues with phones, milky backup camera, and phantom “hands-on-wheel” warnings. The past Mazda quality does not shine through to their CX50.

I bought this last Miata from Mazda of Knoxville. Salesman was fine but, when I had my issue, the GM seemed to just not care. When I got in this car I noticed that the gear shifting was a little "scratchy" and it took a little to get it into 1st and then 2nd gears. But, I was excited about the new car that I had driven 375 miles to purchase as it was the only one that met my specs in the southeast. I only had to stop twice between the dealership and entering the interstate. It was cold and I hoped that the issue would improve once it warmed up.

For the next 200+ miles I was in 6th gear on the interstate and did not have to shift gears. However, once I hit Atlanta traffic I had to stop twice. Each time it was harder and harder to get the car back to 1st gear and then getting to second was also very tough. Once through Atlanta it was back to interstate for another 150 miles, no gear shifting. When I got off my exit (still 30 miles from home) it was nearly impossible to change gears. However, it was late at night and, if I wanted to have my car towed, I would be driven to the nearest Mazda dealership, which was back the way I had just come, would have put me close to 100 miles from home (with no overnight bag, no toiletries and, most importantly, no CPAP machine) with no way to get home.

So, I slowly made my way to my house, knowing that the gears were getting harder to shift every time. I had the car towed to J.C. Lewis Mazda in Savannah the next AM. Was going to ride with the tow truck driver to the dealership and get a loaner. I called before getting in the truck to find that all of the loaners were booked through February (presently end of January). So, I called to see if my warranty would pay for a rental while my car was fixed. The dealership told me I needed to call Roadside Assistance and they would help me. I did, and was told that they did not handle that and transferred me over to Mazda Customer Experience.

I was told by MCE that the dealerships handled rentals for their customers. Then I received a call From JC Lewis Mazda the next day to let me know that the clutch was dead (no kidding, duh!) and it was a wear and tear item and would not be covered by the warranty. Really!?! So, back to Mazda Customer Experience to plead my case. Because of my previous Miatas I have plenty of experience changing gears in these vehicles. I had the car less than 24 hours, had put 375 miles on it (350 of it highway miles without changing a gear).

MCE opened a case for me and gave me a case manager (who I spoke to twice over the next ten days, she was always on the phone with another case, away from her desk, gone home for the day, or promised to call me back as soon as she got off the phone). I spoke with MCE 8 or 9 times during this period. The agents answering the phone were always friendly and polite but could never get through to my case manager.

I received a call from the service rep at JC Lewis on the second day and he said that they had sent initial photos to Mazda who had decided to warranty the repair and I did not have to worry about the cost as they would pay for it totally. I was ecstatic! So, I told him to certainly order the parts and do the repair. The very next day he called back and said they sent further photos to Mazda as they started taking the clutch apart and Mazda changed their mind and said it was driver-caused damage and it would not be covered. I called MCE numerous times after that to plead my case but got nowhere as my case manager was just never available.

Had to get the car fixed no matter who paid for it so I let the dealership complete the repair. Replaced the clutch and a pressure plate. The cost? $4645.43!!!!! Absolute robbery! Then, as I was driving home from getting the repaired vehicle my case manager actually called and said that she was going to call the dealership and see when they could get the parts in to do the repair and to find out what the next step would be. I had to tell her that I was driving the repaired vehicle as we were speaking. She said she would still speak with the dealership to get an itemized bill. And, since I was a loyal customer she was going to talk with corporate to see if they would consider a Good Will repair for me.

Then, she called back one last time a couple of days later to say that she was going to offer me a 1 or 2 year extension on my scheduled service. I said that that sounded like the decision had been made to not pay for the repair. She said that if that meant they would not reimburse me then, yes, I was correct. This has shown me that, no matter how Mazda handled stuff like this in the past, they have become just another giant corporation that only now cares about the bottom line with no room for a heart.

This experience has certainly soured me on Mazda. I will never darken another Mazda dealership door. And, it has completely taken the joy out of driving their (now my) car. I am so soured that I plan to get rid of this car as soon as I can (once the original dealership sends me the paperwork to be able to pay taxes and get my tag in another state from them). To me, this is just really poor business and I truly thought they were better than that. Goodbye, Mazda!

I received information that this part had production issues from several Mazda parts centers and when I called Mazda corporate, they were unable to confirm or deny if this was true. This part was not in stock anywhere in the United States and was on backorder indefinitely overseas. Mazda corporate kept going around this by saying "technically it's not recalled," however, every worker in the parts department explained that the part had issues, which is why they didn't have stock in it.

I was continuing to make payments on a vehicle that I wasn't driving AND had no foreseeable repair date. I tried to contact Mazda Financial and they told me that they didn't have the authorization to refund me any of my payments. My insurance company kept redirecting me to Mazda corporate, saying this was their problem. I had two case managers, Leonard and LeAnne, and would go weeks without hearing anything just to hear that they were still "looking on how to expedite the process".

It wasn't until I went to my local dealership that someone finally helped me. Matt ** issued me a loaner vehicle AND refunded me the two payments I had made while I didn't have my vehicle. Mazda corporate is such a waste of time and a horrible experience. They are LUCKY to have good employees. Please do not waste your time going through circles with their customer service team. Go to your dealership for help.

Two weeks later we were told Mazda would cover $2000 of the roughly $7000 repair including taxes. We were told we do not qualify for csp11 because we are 1000 miles over the allowance of 120,000 miles. Mind you from everything we read this issue happens right around 120,000 miles and saying “sorry, you’re 1000 miles over“ is completely ridiculous and unacceptable.

In our family we not only have this 2019 cx9 but also a 2014 cx5 and 2015 Mazda 3. We also have a son turning 16 and we were planning on looking at Mazda. There is zero chance we will ever be dealing with Mazda again. To top things off we were charged $275 for diagnostics to prove that the issue falls under csp11 only to be denied csp11. They also threw in an oil change for the destroyed engine that needs replaced. The reason for the oil change is because when the car first was diagnosed Fred Beans told me there’s no issue with the car at all. I already knew there was an issue from codes and white smoke coming out the exhaust so I insisted they researched further with a leak down test or some other method. After two weeks of wasted time and money, we picked up the car to take it elsewhere. Thanks for nothing Mazda and Fred Beans