Mazda review: Ridiculous lack of warranty support

We purchased a new 2016 CX-9 Grand Touring on July 7th, 2016 which included a Mazda Extended Confidence Warranty Package which covered the vehicle end-to-end until 100000 miles or July 6th, 2024 (whichever came first).

Two years ago we had a coolant leak and brought the vehicle into our local dealer (Premier Mazda in Kansas City). They talked to the head office and the powers-that-be in Hiroshima determined that it needed a new engine. They had our vehicle in the service bay for five weeks and the engine was replaced. We said thank you and thought "that-was-that."

Last Thursday (September 14th) I went to drive to work and the idle was racing up and down. I called the dealership (which has since changed ownership to Luther Mazda) and made an appointment for them to look at the vehicle. They first determined the issue to be a faulty purge valve that caused too much air to be introduced to the intake manifold. OBD iiCode P0171 and a couple of Mazda specific codes were triggered.

Two hours later they called and sent me a photo of a brittle/frayed hose where the leak was coming from. Replacing the hose would be a relatively easy affair but the MAJOR issue is that the turbo heat shield was missing...

When the previous dealership replaced the engine they FORGOT to install the heat shield - and it's not possible to install it with the engine in the car.

Therefore to fix my issue (with no fault of my own) I am being told that they cannot help me since the previous dealership performed the work - and the heatshield ISN'T covered under the bumper-to-bumper warranty.

I don't even know what OTHER possible heat-related issues might be in that vicinity. There's a fuel line which could overheat and catch fire.

So Bryant Rittmiller (the service manager at Luther Mazda) is telling me that they didn't perform the engine replacement; that they want their loaner car back and that our claim has been denied.

I FIND THIS TOTALLY UNACCEPTABLE.

Please rectify this situation. I've enclosed photos of the frayed hose and where the missing heat shield is.

Thank you.

David Stewart

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[protected]@gmail.com

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