Mazda Reviews

Mazda provided me only a $1,500 partial reimbursement (covering the part) but left me with $2,574.34 in out-of-pocket labor and repair costs—costs that CSP11 fully reimburses for turbo owners. This practice is arbitrary, discriminatory, and violates the Magnuson-Moss Warranty Act, which requires fair and consistent treatment of warranty obligations. Mazda should not be allowed to acknowledge a defect, reimburse one group of owners in full, and deny equal treatment to others experiencing the same failure.

• Require Mazda to reimburse non-turbo owners (including myself) for all out-of-pocket repair expense

My first attempt at resolving this issue was on July 8th, and since then, I have endured endless calls and attempts to get someone within Mazda to recognize the broken system that defines their treatment of customers. It is unlike anything I’ve ever witnessed. Thankfully, this is a lease vehicle. I will never return to Puente Hills Mazda for service again. And while this is only the second Mazda I have leased—first a CX-9 in 2013, and now a CX-90 in 2024—it will most certainly be my last.

On the corporate side, the experience has been just as disheartening. Nearly 80 calls in 60 days have led me nowhere. Every interaction begins with verification of my details, followed by being placed on hold, only to be told, “They’re working on it.” No meaningful progress, no callbacks, and no accountability. A few weeks ago, Aisha placed me on an 18-minute hold, briefly clicked back onto the line, and then disconnected the call. Marquita followed soon after, refusing to connect me to a supervisor, and predictably disconnected as well despite my explicit request not to. These are not isolated incidents but symptoms of a broken system where front-line agents lack the tools or authority to provide even basic updates.

To be fair, there have been bright spots. Agents like Courtney and Jose took the time to listen, demonstrate empathy, and provide accurate information, even if their hands were tied by a system designed to stall. But two individuals cannot make up for an operation so dysfunctional that it leaves customers feeling stranded and ignored. I have even attached my mobile provider’s call records to show the sheer volume of attempts made—dozens of hours of wasted time that have only deepened my frustration.

What began as a serious safety issue has devolved into a matter of basic accountability and decency in seeing a case through to resolution. Mazda’s customer experience operation, coupled with Puente Hills’ predatory approach to service, reveals a systemic incompetence and disregard for customer safety. There is no path for true escalation, no accountability, and no closure. If Mazda’s leadership does not step in to overhaul this broken process, I fear many other customers will be subjected to the same cycle of neglect and blame-shifting.

This is not a problem that can be fixed overnight, and there is no “knight in shining armor” within Mazda corporate who will rescue customers from the endless cycle of blame, stalling, and scripted responses when they attempt to escalate a legitimate concern. The system is fundamentally broken, and my experience is proof of that.

1. Driver-Side Fender (Part #KB7W-52-211) – $280.34

2. Front Bumper (Part #KSD4-50-031A-9U) – $295.03

3. Battery (Part #KJ0118520D) – $148.32

The website calculated a shipping cost of $36.95 to my address in Lexington, KY, resulting in a total charge of $760.64 (attached receipt). I received immediate confirmation from Eich Mazda that my payment was processed and the order status is "Payment Confirmed." However, today I received a call from Mr. ** at Eich Mazda, who stated: This is unacceptable. As a customer, I relied on Mazda’s official platform to provide accurate shipping estimates, which directly influenced my decision to purchase from Mazda instead of third-party sellers. Retroactively increasing costs due to internal website or dealer errors is unreasonable and breaches the agreed terms at checkout.

My requests are as follows:

1. Ship the fender and bumper immediately with the original shipping cost of $36.95, as quoted and paid.

2. Cancel and refund the battery ($148.32) if shipping is prohibited.

3. Confirm a revised shipment timeline for the remaining items.

I also urge Mazda to resolve technical inaccuracies in the shipping calculator on MazdaUSA.com. Competitors like Chevrolet provide seamless ordering experiences, and I expected the same from Mazda.

I realized this last night when my bill was off and I called. The main complaint is that the girl I spoke with last night had NO CLUE of what do to. She told me to call the old county tax office and maybe they will refund the taxes. I called Mazda this morning, the guy I spoke with said "Um, we don't do that" when I told him Mazda needs to update the DMV of the move (per the county tax office). The new county I live in's tax office said that that is not accurate... but that they would notify the DMV for Mazda, if Mazda could just send them an email that the vehicle moved.

I called Mazda back, and the 3rd dumb rep I talked to said "Ummm, no we can't do that. We don't do that." I was now losing my you-know-what. Are you kidding me?! So, you are telling me I am out of luck and will just have to pay taxes to a place I don't live anymore, because you don't know how to do your job? I told the rep to put me through to a manager, because this make zero sense and if it doesn't get figured out, I will bring the car back TODAY. Well, I told the manager the situation and her tone of voice was almost dumfounded that this wasn't already done and that everyone I spoke to said they "don't do that." She said, yes, we send the info to Mazda's TAX OFFICE, and they will send it to the DMV.

I am happy the issue was fixed, but the fact that THREE reps I talked to were absolutely boxes of rocks on something I feel like should be basic knowledge for them?! A leased vehicle with a new address (new county) means update the DMV for tax purposes. Like seriously what the hell, people! You NEED to train your people better, because this is beyond ridiculous. DO BETTER, MAZDA! I have driven Mazdas for years, but this makes me really want to leave them. Absolutely absurd.