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Reviewed Sept. 22, 2023
My ‘21 CX5 developed a clicking noise/rattle windshield last year when it only had 14k miles. Since, it now has almost 27k miles and the rattle is still well and alive. Brought it to the local dealership (Cardinale Mazda). They couldn’t fix it mostly because of lack effort and loves doing run around. Decided to reach out to Mazda USA, explained everything in details and sent them my recordings of the rattle which they refuse to check for whatever ** security concern they have. My conversation with Mazda USA’s customer service rep just keeps going in circles and seems like they have no interest in helping me at all. Took it to another dealership 60 miles away from me. Still couldn’t fix the issue. What an unpleasant ownership experience. They’re gunning to enter the premium/luxury class but they’re basically a ghost when it comes to resolving issues on the cars that they produce.
Reviewed Aug. 7, 2023
So I have been working with Mazda customer service to resolve an issue with my 2019 Mazda CX-9. It has experienced the spider cracking on the infotainment screen that so many others have also experienced on 2016 to 2019 CX-9's. I am giving Mazda two stars because customer service has been great to work with. I am always able to get a hold of someone very quickly and representatives have always been very knowledgeable and helpful. I cannot give more stars however because I am disappointed that Mazda is not willing to do more to help resolve this issue for me. There is a TSB (SA-008/18) that covers this exact issue, but only up to 2018 models.
My car is clearly experiencing the same problem, my Mazda dealer confirmed this. Mazda is willing to cover $750 of a $2500 repair (leaving me with a bill of $1800). This is simply sad because it is just the digitizer that needs replaced, but Mazda doesn't offer just the digitizer part, I have to buy the entire infotainment assembly ($2300). I guess I am mostly disappointed that Mazda has admitted that this is a known issue and has fixed it for people that own up to 2018 model year, but is hanging 2019 owners out to dry.
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Reviewed Aug. 2, 2023
Without informing the users they have been data logging all the users that have their Mazda app. The only way to opt out of this service is by being a resident of California, Colorado, Connecticut, or Virginia.. They will sell off your data to other companies like insurance companies that will deny claims if they find that you do not drive the vehicle in their desired fashion. From my knowledge and understanding this is only the case if you connect the vehicle to their Mazda app that the DEALERSHIP sets up for you before you even leave with your new vehicle. Not once was I informed that my information would be data logged and sold to 3rd parties when I was purchasing and setting up this application with my new Mazda. This experience is based on a US customer.
Reviewed July 30, 2023
After paying my lease payments for 29 consecutive months on Mazda Financial Services's portal, Mazda's online portal kept producing error on the 30th month. I made a few attempts and hoped it has gone through. I came back the next month for the next payment and noticed that I have a balance from the previous month. I made more attempts to pay both and got the same error. I contacted the customer service and they assured me that payments have gone through.
A month later I noticed that they have reported a late payment on my credit. I contacted them and told them about the issue and email them the screenshots of my attempt and website's error but they didn't care and said that it is my responsibility to make sure the payment has gone through. As if I am in charge of their online portal! I am still taking legal steps to resolve this issue but a simple portal error affected a credit score that I have been building my whole life. While they have some nice cars, avoid them if you can!
Reviewed Dec. 14, 2022
I purchased a used CPO Mazda. The vehicle broke down shortly after purchase so it needed to be towed. Towing should have been covered yet since my information was not updated in the system (even after a few weeks), I needed to pay it out of pocket. Before paying for the service, I called customer service to confirm that I will be reimbursed for the fee. Now they are refusing to reimburse me. Apparently, it's a courtesy that they're assisting me. What a joke.
Reviewed Sept. 27, 2022
Strongly suggest you don't purchase from this dealership or a Mazda. I purchased a used Mazda CX5 that was originally sold from Moffatts. I was hearing a small noise from under the hood 5 months in after I bought it less than 80,000 km, took it to my mechanic. He told me it was the transmission and there was TSB out on this issues with this model and to take it to Mazda to see if it was under powertrain warranty. I was told by Moffatts that I was out of luck that the warranty had just expired like within days! Not even a month.
They told me to contact Mazda Canada. I did. They told me Moffatts will have to determine if they offer "goodwill" on the warranty. Jason the service manager told me that I don't have a good enough relationship for them to assist me with this, I have no history with them. I need a whole new transmission 7-10,000$ on a car with less than 80,000 km AND the issue that the transmission has is a known issue! I even asked them and Mazda Canada to meet me halfway that I would pay half - NOPE! This is my first experience with Mazda. I will NEVER purchase or recommend Mazda. I can't believe they don't stand behind their products and both the service from Moffatts and Mazda Canada was terrible. Jason just kept saying the same thing, I have no relationship (they SOLD this car to start with). I really can't believe this is how they are handling this situation.
Reviewed Aug. 4, 2022
While we love our CX-5 we are disappointed with the service we received at McKinney Mazda, Easley, SC. Upon arrival we told the service advisor that one of the infotainment buttons was stuck. He immediately stated that this was not a part that failed and we must have spilled something in it. I asked if we could get it checked and he blatantly stated Mazda would not approve the repairs.
I then spoke to the service manager who agreed to have it checked but I would have to leave the car and it could take a week because of how backed up they were. I further explained that I did not have an appointment because the issue just occurred and the warranty was about to expire. Knowing this there was no offer to bring it back in after the warranty expired to get the repair completed.. After hearing nothing for 5 days I emailed the service manager and COO to ask if the car could be ready within the next two days as I was already out $500 for a car rental.
While I didn't receive a response directly the service advisor did call to say that the car was ready the same day and the part was defective. Accusing a customer of damage without any proof is an unethical business practice, especially when the part was indeed the problem, there was no apology for the accusatory statements made by the dealer. I find it hard to believe that I would ever buy another Mazda.
Reviewed Aug. 2, 2022
I have purchased a 2022 Mazda CX-5 3 months ago (May 2022) and since have had a terrible experience with both Mazda and the dealer who sold me the car (Westshore Mazda in Tampa, FL). Trying to reach Mazda's customer's support is the worst ordeal I had in a long time. You wait and wait and wait, and then get disconnected, and if you finally talk with someone, you get disconnected at the middle of the call and no one calls you back.
I had a MAJOR issue with the car a few days ago that almost resulted in a serious accident. After spending over two hours!!! trying to reach Mazda customers service, I managed to share some information and received an email with a case number, but that's it. No one followed up on this, and the whole approach of those that I spoke with was very strange and unprofessional!!!
I am writing this message while waiting for Mazda Customer support to answer my call. This is my 3rd attempt and now already waiting for more than 10 minutes... Mazda Financial Service, on the other hand can be reached in minutes and always answer... But besides nice marketing I recommend to be aware of this company!!! TERRIBLE, TERRIBLE TERRIBLE TERRIBLE... "SERVICE"...
Reviewed July 27, 2022
I purchased my Mazda CX-9 2 years ago, currently with 15K miles. On my recent service visit, I was informed that all 4 tires need to be replaced, even though I only have 15K miles on the new vehicle. Service rep stated it was clearly a manufacturer defect. Unfortunately Yokohama tires refuses to stand by their product and offer a replacement. Similarly when the dealership contacted Mazda directly, Mazda also refused to stand by the product they put on my car. A $1000 cost to replace the tires just 2 years into ownership is unacceptable.
Reviewed April 19, 2022
I bought a 2019 Mazda CX-5 Touring trim with an extra package. Little things that I noticed. The home screen has an anti-glare film on it. Be very careful what you use to clean it with. I would use a dry soft cloth or mildly dampened. That film will rub off and it will leave a splotch easily. The plastic crystal over the gearbox (where the gearshift is) is cheap plastic. If you fart in the car, it can scratch it. I'm trying to make a cover for it because to it will continue to mar. I can't find one commercially made for this. Mazda admitted to me that it scratches easily. It's over $500 to replace. The tires had a treadwear rating of 260. That's not great at all. I replaced them with Hankook Kinergy PT H737 with an 860 rating. My mechanic said he's seen great wear with these for the price.
In a wintry climate, heated side view mirrors are great. It's not a creature comfort, but a safety feature. Having to go up to a Grand Touring trim to get them is expensive. I drove a beater car from 1989 and it had heated rear view mirrors. This isn't something new. I miss a CD player. When I was looking at cars, Subaru still had a CD player and Nissan was phasing it out in the 2019 model. For us that have lots of CDs, we miss the CD player. Mazda's warranties are lagging behind the competition. Mazda has to up its game. Mazda is trying to position itself against the luxury models at a better price. My feeling is if you want that luxury quality, you may have to look at the luxury brands. Generally, you get what you pay for. Even a used luxury brand is worth looking at if you want that luxury feel. When I buy a new car, I will closely at the competitors again.
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