'They Gave It To You Broken': Woman Takes Mazda Hybrid To The Dealership. Then They Say It Could Be 5 Months Before It's Ready

Plug-in hybrids are sold as the best of both worlds: electric efficiency with gas-powered backup. For one Mazda CX-90 owner, however, that promise unraveled just two days after she drove the car home.

In a viral TikTok clip, Mazda owner Alyssa Ware reads off a memorized laundry list of the issues she’s faced only a few months into becoming a hybrid owner. And the situation looks even more dire since the new transmission needed for her car is on back order for five months.

“They're telling me that my transmission is on back order until the end of April, which would definitely classify this car as a lemon,” she said in the clip that’s been viewed more than 108,000 times. “With all the problems this vehicle has had, I'm nervous to put my kids inside of the vehicle.”

According to Ware, the issues began almost as soon as she took delivery of her Mazda CX-90 PHEV. Just two days after purchase, she said the vehicle failed to charge properly and had to be returned to the dealership. A few months later, she brought it back again after discovering a fluid leak. Now, at just five months old, the SUV is awaiting a full transmission replacement.

The latest diagnosis came with a five-month wait that Ware says caught her off guard, leaving the vehicle potentially sidelined for months. Ware says she has been given a loaner vehicle that she considers non-comparable to the three-row plug-in hybrid she purchased.

Mazda USA publicly acknowledged Ware’s video in the TikTok comments, saying the company was “following up with our team” and had shared the video internally. In response, she said she had already spoken with representatives and felt the outreach had not led to meaningful progress.

A Familiar EV Story

The clip quickly turned into a magnet for similar complaints. Commenters claiming to own Mazda plug-in hybrids described extended service stays, repeated loaner swaps, and difficulty getting clear answers about repairs. One commenter said their CX-30 had spent more than 12 weeks in the shop, while another claimed to have logged more than 200 days in loaner vehicles across multiple Mazda models.

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Others defended the brand, pointing to long-running gas-powered Mazdas with six-figure mileage and minimal issues. Several commenters argued that the problems appear isolated to Mazda’s newer electrified models, rather than its broader lineup, a distinction echoed in owner forums and discussion boards across Reddit and enthusiast sites.

The split reaction reflects a broader reality in online car culture: Individual failures can coexist with a generally strong reputation for reliability, particularly when new powertrains are introduced.

The CX-90 PHEV represents a major step in Mazda’s electrification strategy. Unlike the CX-50 Hybrid, which uses a hybrid system sourced from Toyota and closely mirrors the Toyota RAV4 Hybrid’s architecture, the CX-90 plug-in hybrid relies largely on Mazda-developed systems, including its transmission and electric motor integration. Mazda has detailed this approach in product briefings and technical explainers published around the vehicle’s 2024 launch.

Automotive analysts and repair experts have long noted that first-generation electrified powertrains can face higher rates of early issues, particularly as manufacturers refine software calibration, component sourcing, and dealer service training. Publications like Consumer Reports and J.D. Power have repeatedly warned that complexity tends to increase repair risk, especially when new drivetrains are paired with limited parts availability.

That risk is magnified when supply-chain disruptions delay specialized components. Industry groups, including the Automotive Aftermarket Suppliers Association, have documented ongoing backlogs for high-voltage and transmission-related parts, even as overall vehicle inventories stabilize.

Lemon Law Remains An Option

Ware says she is exploring her state’s lemon law protections, a path frequently recommended in the TikTok comments. Lemon laws vary significantly by state, but most require either multiple failed repair attempts for the same defect or a vehicle being out of service for a cumulative number of days within the first year or two of ownership.

Parts backorders can complicate those claims. In some states, extended delays caused by unavailable components still count toward lemon law thresholds, while in others, they do not. Consumer advocacy groups like the Center for Auto Safety recommend documenting every service visit, communication and loaner agreement when pursuing a buyback.

Ware has not said whether Mazda has formally offered a repurchase, and Mazda has not publicly commented on her specific case beyond its TikTok response.

For shoppers considering plug-in hybrids, Ware’s experience underscores a growing tension in the transition to electrification. PHEVs are often marketed as a low-risk bridge between gasoline and full electric driving, offering a short EV-only range without charging anxiety. But they also combine two propulsion systems into one vehicle, increasing mechanical and software complexity.

Most owners will never face a months-long repair delay. Still, when problems do arise, the consequences can be severe, especially for families relying on a single vehicle. Federal safety data from the National Highway Traffic Safety Administration shows that while modern vehicles are generally more reliable than ever, repair downtime remains one of the top consumer complaints across all powertrain types.

For now, Ware says she is waiting for answers. Her TikTok video ends with a call for accountability, urging viewers to tag Mazda and share her story so other buyers can avoid a similar situation.

Whether Mazda ultimately repairs the vehicle, buys it back or offers another resolution remains unclear. As automakers accelerate into electrification, stories like Ware’s are shaping how consumers weigh innovation against reliability and how much risk they’re willing to take on a brand-new drivetrain.

InsideEVs reached out to Ware via email and direct message. We’ll update this if they respond.

 

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