Mazda Warranty arbitration through Better Business Bureau

[stowevter]

Greetings, we have a 2013 Mazda5 Sport with 22,000 miles that has a paint adhesion problem. I have followed the warranty pamphlet and first took it to a dealership that had a regional rep inspect the car, who declined a repair claim under the warranty. Next I called Mazda North America, and they too declined a repair claim under the warranty. I understand that the next step is to file a claim with the Better Business Bureau and request arbitration, which I have done. Does anyone here have any experience with using the BBB to resolve a warranty issue which Mazda refuses to pay?

My wife and I are quite upset about this. We spent nearly $60,000 in one day on two Mazda's less than 18 months ago, and expected better from Mazda. I have documented the issue and included photos on http://www.mymazdasucks.com if anyone is interested in seeing what we are up against.

Karl

 

[joe427]

Going to the BBB probably won't do anything but it doesn't hurt ti try.I'm sure there's plenty of complaints for all brands.
Just a place to vent.

My first Mazda and I've read of complaints with Mazda not following through with warranty issues.
Might be my first and last Mazda.

 

[13bpower]

My 2010 Mazda5 has held up really well to this point but I have read a lot about the 2012+ Mazda5's having paint and rust issues... just poor materials over all. Really disappointing to hear.

 

[ROBOTO]

Out of curiosity, why do you call it an "adhesion" problem?

If this was adhesion, it would be randomly all over the place, including hatch, roof, etc. Right?

 

[Vasy]

Strange. By pictures it does not look like paint issue but rather driving through very rough roads/conditions.
I've seen paint issues and this does not look like it. When you see factory paint issues is when the paint delaminates in chunks or you can scratch it with your finger nail or it bubbles. I'm not surprised they declined the warranty claim, that is of course judging by just the pictures. I'd side with Mazda on this claim as presented.
But of course pictures often don't tell the whole story.
This looks like a small area that is affected now. You can have it repainted and purchase a special clean film that covers known to come off area plus a bit more.
I know Mazda offers stock film as an option or you can go with aftermarket one as you can custom cut it to size. I know many Mazda 5 in my area and have never seen anything like this.
At times you can work with dealer to get this film/paint at better pricing if they are not pissed at you. Or call head office and negotiate cost split. Often they will do it to get you off their back.

 

[bubuski]

I agree with Vasy, I've seen paint issues on cars and this looks like rough road conditions based on the pictures.

Last winter was pretty rough in North America and lots of regions in the US were running out of winter salt and had to mix all kinds of dirt and gravel in order to try to stretch out the little supply of salt they had. Driving when one of those crap is spread on the road is enough to cause damage that looks like that especially since no mup flap is installed.

 

[Silentnoise713]

+2 to Vasy's comments. I don't think the OP is coming back to update this but this does look like a case of user error...

 

[thaxman]

To pipe in, IDK what could have caused the leading edge of the rear bumper and the leading edge right behind the rear door to strip down to what looks like primer, but the "flakes" all over the lower edges appear to be from rocks. Just about any car driving in the Phoenix East Valley in the 90s looked like that b/c the freeways were easily 10% construction trucks and contractors vehicles leaving debris all over the roadways. Add 70+ mph and you have a sandblast environment.

As an aside considering Mazda's paint, I have not taken any pics of my 06 Phantom Blue in many many years b/c the hood, roof and tops of the door handles all have had the clear coat turn white and flake off. I thought it was the previous owner and poor surface maintenance, but the new tailgate I had the local dealer install (and paint) under warranty before the car's 4th birthday has also started to flake, so I know its not due to poor application of surface protectant as I have never lost a clear coat on one of my vehicles that hadn't started before I owned it. I haven't contacted anyone since I have the expectation that nobody, Mazda in particular, will backup bad paint jobs.

 

[Dinoco]

That looks to me like winter road treatment (salt or sand) did that. Or you drove it on a rally course, lol. That being said, I would agree that it's a legit warranty claim. One winter shouldn't do that. I have owned many cars in be the last 20 years and my 5 has some of the weakest paint I have ever seen. I live in Northern CA and my front bumper cover is incredibly nicked and chipped. I don't drive on dirt road, or near construction and the car has never seen winter.

 

[stowevter]

Update

To update you, I have settled this issue with Mazda to my satisfaction.

Karl

Greetings, we have a 2013 Mazda5 Sport with 22,000 miles that has a paint adhesion problem. I have followed the warranty pamphlet and first took it to a dealership that had a regional rep inspect the car, who declined a repair claim under the warranty. Next I called Mazda North America, and they too declined a repair claim under the warranty. I understand that the next step is to file a claim with the Better Business Bureau and request arbitration, which I have done. Does anyone here have any experience with using the BBB to resolve a warranty issue which Mazda refuses to pay?

My wife and I are quite upset about this. We spent nearly $60,000 in one day on two Mazda's less than 18 months ago, and expected better from Mazda. I have documented the issue and included photos on http://www.mymazdasucks.com if anyone is interested in seeing what we are up against.

Karl

 

[Vasy]

To update you, I have settled this issue with Mazda to my satisfaction.

Karl

Probably had to sign a non-disclosure agreement?

 

[Robotazky]

You lucked out. Looks like obvious abuse to me.

 

[Vasy]

You lucked out. Looks like obvious abuse to me.

Actually, the one who screams the loudest at times wins. (not necessarily the most right)
If you wine enough and file a claim or something, often they would do a financial calculation on what is best (read: cheapest) to do and if they fix, they make you sign no-disclosure agreements so others can't fall back on the "win".

 

[stowevter]

That is correct. I am happy with the outcome.

Probably had to sign a non-disclosure agreement?

 

[stowevter]

That is a really dumb thing to say.

 

[Robotazky]

Probably had to sign a non-disclosure agreement?

lol

If I were Mazda I'd want it disclosed.

 

[ukulele]

I beat the crap out of my 2012 Mazda5 when I owned it, put it through 3 (maybe 4?) Jersey winters and a couple summers in the Poconos (Lake Adventure, PA, the private roads are gravel), I didn't have anything like this, looks like his kid took it for a joy ride through the salt flats or something.

 

[chandlerGTi]

I have 107k on my 2012 and nothing like that, I have rock chips on hood and roof that are flash rusting but that's not mazdas problem.