Mazda, from the very beginning, failed to address what started as a clear safety concern. At the dealership level, Puente Hills Mazda not only dismissed the seriousness of my tire blowouts but went as far as accusing me of tampering with the vehicle; ultimately giving me the "final verdict" that the tires were slashed. With that conclusion, I was charged nearly $1,100 for two tires at full retail pricing, including mounting and balancing fees. The service manager and agent demonstrated the exact opposite of empathy, instead seizing the situation as an opportunity to augment their profit despite the reality of what had happened.
I can't overstate how many "No's" I received at every step of my interaction with the Service department from both the advisor and manager. Over the phone before I got towed there, I was told I would be price matched, only to later be informed that I was "told incorrect." I was told the tires were "not in stock" once Ia arrived; but somehow I was immediately offered more expensive replacements. When I asked if there was any room to work on the price--especially given that two of my tires had blown out and towing elsewhere was impractical--the answer was another firm "No." My last hope was that if the local dealership failed me, corporate would step in with fairness and accountability. That faith, unfortunately, was misplaced and misjudged.
If anything, it is fortunate that all of this is documented. Because if my hunch is correct if the first two tires blew out at only 7,000 miles, the remaining two will not be far behind. And when that happens, Mazda's negligence and the dealership's greed will be undeniable and subject to accountability.
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.
