Complaints

This profile includes complaints for Mazda Financial Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mazda Financial Services

  6565 Headquarters Drive Plano, TX 75024

• 

  Mazda Financial Services

  6400 Main St, Suite 200 Williamsville, NY 14221

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/15/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Mazda has been awaiting repairs at a local repair shop since 1/17/2022. Mazda has failed to deliver the parts needed and it has already been 4 months. They have also failed to ever provide an ETA for parts. I am forced to pay thousands of dollars for a rental vehicle because Mazda refused to provide me with a loaner vehicle as my car is at a shop and not the local dealer.I opened a case directly with Mazda customer service on 3/31/2022 and they have put forth no effort to find a resolution and get parts delivered. I asked for my case to be escalated and I asked, multiple times, to speak with a supervisor and I have never been contacted by a supervisor. Mazda has not displayed any customer service. They have delayed my repairs to the extreme and they have provided zero support throughout the process. There is seemingly no end in sight. They have held my car hostage for 4 months and they don't care at all. I want Mazda to provide me with a loaner vehicle asap because the only relevant factor is that Mazda is delaying the repair process. I warn everyone I know to never deal with Mazda.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/07/20) */
  July 21, 2022
  
  BBB Case #XXXXXXXX
  ******* *****
  Account No: XXXXXXXXXX
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by Ms. ******* *****.
  
  First and foremost, we sincerely apologize for any frustration experienced by Ms. ***** while awaiting parts for her 2020 Mazda CX-5. We regret to learn of the circumstances that caused her to reach out, regarding this matter; however, MFS is not the correct entity for this concern. We respectfully ask Ms. ***** to contact Mazda North America Office at (XXX) XXX-XXXX.
  
  We may include Personally Identifiable Information (PII) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the PII in our response after submission.

• Initial Complaint

  Date:07/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is in reference to Mazda 2020 cx9 - i paid The amount 1250.00 to not get my car repossessed Mazda confirmed it was off the list just for it to get repossessed anyway 12 days later of the agreement and 4 days after from bill date , when i spoke to maybe their only rudest agent ID #JAHW Arnoldo he put me on hold and reported back to me that even though i paid That amount i still Have an remaining balance which wasn't the original agreement, he goes on to state that I'm 4 mouths pass *** when i explained I'm only 2 with one pending 4 days which don't make it late as of yet he told me the only way i can Get my car is paying a total of 2,754.18 with repo fees . I had To relax him and his attitude to receive information i needed To start the process to a better direction, when i received the phone numbers to the 3rd party they contact me with my tow company, only for my towing company to not receive an release personal items form , the towing company ( finest towing and auto body SI NY ) asked me to call back at 1230 only for the phone to not work now going on 4 days ! All my work equipment is in my car so i cant Return back to work until i receive my equipment , i would Love someone to look into the mistake of my car still getting repossessed and receiving my items so i can go to work .

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/07/26) */
  July 26, 2022
  BBB Complaint ID#:XXXXXXXX
  ****** ********
  Mazda Account#:XXXXXXXXXX
  
  This is a response to the complaint filed by ****** ******** against Mazda Financial Services (MFS). We appreciate the opportunity to address her concerns regarding a recent repossession on her vehicle.
  
  First and foremost, we apologize to Ms. ******** for the negative customer experience she endured while attempting to gain assistance from one of our team members and resolve her account from further repossession activity. We value and appreciate Ms. ********'s business with MFS and it's our goal to provide each customer with courteous and professional service at all times.
  
  After reviewing Ms. ********'s account in detail, our records reflect her payment in the amount of $686.86, remitted on April 29, 2022, was returned unpaid and subsequently reversed from the account. We were notified of the reversal on May 10, 2022, which resulted in a past due account status and collection activity on her account. We confirmed that several attempts were made to contact Ms. ******** via telephone calls, along with cure notices being mailed to her address on file to prevent further collection activity, such as repossession. According to Ms. ********'s June monthly statement, it reflected she had a past due balance of $2,734.30 due immediately before the July 2022 payment became due. Due to Ms. ******** not remitting any of the past due amount, repossession of the vehicle was approved on June 14, 2022. Ms. ******** was mailed a Notice of Right to Reinstate Lease document on May 24, 2022 stating the full amount of $1,404.84 is required. We later received Ms. ********'s remitted payment of $1,250.00, which was applied to her account on July 1, 2022; however, this payment did not fully meet the requirement to reinstate her account. Since Ms. ******** did not meet the full payment and another monthly payment of $686.86 became due for July2022, this resulted in another repossession order to be placed on July 8, 2022 to recover her vehicle. We confirmed the assigned third-party recovery agency, United Recovery and Marketing, recovered Ms. ********'s vehicle and took the vehicle to the address below:
  
  Finest Towing & Auto Body Staten Island NY
  3857 Victory Blvd
  Staten Island, NY XXXXX
  Phone#: XXX-XXX-XXXX
  
  Following the repossession, we mailed Ms. ******** a Notice of our Plan to Sell Property on July 12, 2022, informing her of options to reinstate or redeem her vehicle. The notice also provided instructions to reclaim any personal property directly from the repossession agent, before the vehicle sells at auction. We have attached a copy of Ms. ********'s notice, for her records. We want to inform Ms. ******** if her vehicle is transferred to the auto auction, the personal belongings will remain at the lot for 30 days only. We ask that she contacts the recovery agents directly and schedule an appointment to retrieve her personal belongings.
  
  Our records do not reflect that the repossession of Ms. ********'s vehicle was improper or due to an MFS error. If Ms. ******** should have any further questions, she may contact our Reinstatement and Redemption Group directly at X-XXX-XXX-XXXX.
  
  We are including Personally Identifiable Information (PII) as necessary to respond to the complaint as submitted by the consumer. We do not control how or whether the BBB safeguards our response or the PII contained in our response after submission.

• Initial Complaint

  Date:07/14/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i am not for this debt and i do not have the contract with TOYOTA MOTOR CREDIT CO plus they do not provide me with the origianl application liked i asked
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/07/20) */
  July 20, 2022
  BBB Case # XXXXXXXX
  **** ******
  
  Mazda Financial Services (MFS) is in receipt of the complaint filed by **** ******, regarding concerns with a contract and inaccurate credit reporting.
  We (MFS) are unable to verify an active MFS account based on the information provided; however, we would like to properly address Mr. ******'s request. Please provide additional information (such as account number or vehicle identification number/VIN) which can be used to identify the loan details. If Mr. ******'s concerns are not based on an MFS account, we ask that he refers this complaint to the appropriate business for review/response.
  
  We are including Personally Identifiable Information (PII) as necessary to respond to the complaint as submitted by the consumer. We do not control how or whether the BBB safeguards our response or the PII contained in our response after submission