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:01/22/2025

  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.

  Had a 2022 Mazda CX5 lease. Returned the car to the ****** location on 09/15/2024 and was in excellent condition. They took the car for me and told to wait for inspection. I waited for about 45 mins and then they came and told me that the car is perfect and that I wont owe them anything as I paid all my monthly payments. 2 month later I receive a bill from Mazda for about $810 for excessive wear in the car!!! And they mentioned the wiper blades?!?! Are they for real?? This it absolutely scam and not true. If the car had any issues or had excessive wear why didnt you tell me after you did the inspection? They are just trying to get as much money as they can by practicing some funny business behaviors that customers shouldnt tolerate

  Business Response

  Date: 02/03/2025

  February 03, 2025
  **** *******
  BBB Case# ********
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS by **** ******* regarding her concerns with the Excessive Wear and Use (EWU) charges billed on the above referenced account.
  
  Our records indicate on March 19, 2022, Ms. **** ******* entered into a Closed-End Motor Vehicle Lease Agreement (contract), for a 2022 Mazda CX-5. By signing the contract, she agreed to all of its terms and conditions, including Page 1, Section 4, for Other charges. This section indicate she may be charged $350.00 for a disposition fee if she did not purchase the vehicle and Ms. ******* may also be charged for excessive wear based on our standards for normal use, including damage to the body, and excessive mileage.
  
  Ou records further indicate that on September 25, 2024, MFS mailed a confirmation letter regarding the returned vehicle mentioned above. This letter states that the dealership is not responsible for providing estimates on vehicle condition or potential excess wear and use charges, these will come from ***. Additionally,the letter confirms that Ms. ******* would receive a Lease-end Satisfaction letter or Lease end Invoice outlining any miscellaneous charges or excessive wear and use charges.
  
  Following the vehicle inspections, MFS determined that the following Excessive Wear and Use charges applied to Ms. ******** lease account:
  
  $350 Disposition fee
  $221.60 Front bumper (gouged)
  $30.39 Front windshield (damaged)
  $180.37 Rocked panel (Front, Missing)
  $$65.33 Sale Tax (8.350%)
  
  The Total amount due: $847.69 
  
  We realize this may not be the response ********** desired, but we hope our above reply has resolved this matter amicably.
  
  Please know Mazda Financial Services strives for excellence in our customer satisfaction. If there are any additional questions regarding this concern, please contact us at *************.
  
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by ****. Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer Answer

  Date: 02/03/2025

  I am rejecting this response because:   
  

  the excessive war states and charged for are absolutely not true. The car condition was perfect and all listed issues are simply not true. However I agree to the $350 charge for end of lease as per contract and I still request refund for the rest

  Business Response

  Date: 02/04/2025

  February 04, 2025
  ***********************
  BBB Case#********
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) are in receipt of the rebuttal filed by **** ******* regarding her concerns with the Excessive Wear and Use (EWU) charges billed on the above referenced account. We regret to learn she was dissatisfied with our previous response; however, based on our review on  her account, our position remains the same.
  
  As indicated in our previous response, our records further indicate that on September 25, 2024, MFS mailed a confirmation letter regarding the returned vehicle mentioned above. This letter states that the dealership is not responsible for providing estimates on the vehicle condition or potential excess wear and use charges, these will come from ***. Additionally, the letter confirms that Ms. ******* would receive a Lease-end Satisfaction letter or Lease end Invoice outlining any miscellaneous charges or excessive wear and use charges.
  
  Additionally,this letter also provided the option to submit a dispute to the Alternate Arbitration Mechanism established under regulations promulgated by the New York State Attorney General. Our records indicate no dispute was filed. Therefore ********** remains responsible for the outstanding charges related to the *** bill.
  
  Following the vehicle inspections, MFS determined that the following Excessive Wear and Use charges applied to Ms. ******** lease account:
  
  $350 Disposition fee
  $221.60 Front bumper (gouged)
  $30.39 Front windshield (damaged)
  $180.37 Rocked panel (Front, Missing)
  $$65.33 Sale Tax (8.350%)
  
  The Total amount due: $847.69 
  
  We realize this may not be the response ********** desired, but we hope our above reply has resolved this matter amicably.
  
  Please know Mazda Financial Services strives for excellence in our customer satisfaction. If there are any additional questions regarding this concern, please contact us at *************.
  
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by ****. Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer Answer

  Date: 02/04/2025

  I am rejecting this response because:   They didnt resolve the issue and didnt issue a refund 

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair 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.

  Subject: Assistance Needed for Vehicle Registration Issue Dear ************ hope this message finds you well. We are ****** and ******* ********, and we are reaching out to seek your assistance with a pressing concern regarding our vehicle registration in ***********Our family relocated to ********** on November 1, 2023, and part of this transition involves registering our vehicle, a 2023 Mazda CX-9, which we previously registered in *******. Unfortunately, we are facing challenges in this process due to Mazda Financial Services' lack of response to the Washington *** in ****** which has requested a copy of our vehicle title.We have contacted Mazda Financial Services four times, and each time we receive the same vague assurances that the necessary documents will be sent. Instead of the title, we received a letter that does not meet the ***'s requirements. We called again today and received the same generic responses without any resolution. We have also visited the *** three times since November 15, but the situation remains unresolved. The *** has sent a fax to Mazda Financial Services requesting the title, yet we have not seen any progress.We apologize for the frustration expressed in this message, but we are truly at a loss. It seems that Mazda Financial Services may have encountered similar issues in the past, yet we feel our case is being overlooked. We wish to comply with the law and drive legally in **********, and we hope you can assist us in resolving this matter.The solution is straightforward: Mazda Financial Services simply needs to send a copy of our vehicle title to the *** in ***** or respond to their fax request. However, it has been nearly two months, and we are exhausted from the back-and-forth with both the *** and Mazda Financial Services without any resolution.Thank you for your understanding and attention to this matter. We look forward to your *************** regards, ****** and ******* ********

  Business Response

  Date: 01/10/2025

  January 10, 2025
  ****** ********
  BBB Case# ********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS by *** ****** ******** regarding a state-to-state title transfer. First and foremost, we would like to extend our sincerest apologies for the frustration *** and Mrs. ******** endured when contacting our customer service center regarding the title transfer.
  Secondly, in an effort to protect the account holders privacy, we regret to advise that we are unable to provide *********** with specific details pertaining to the referenced account. Please know, we respect the privacy of our account holders and employ procedural safeguards to also protect the confidentiality and security of our customersinformation. Unfortunately, our records do not reflect proper authorization has been provided by our account holder, to discuss the status of the title transfer with *** ************ important to know that if *** ******** wishes to contact our *********************** regarding the referenced account, we will need to speak to the account holder to obtain the proper authorization before proceeding with any details.
  
  We realize this may not be the response *** ******** desired, but we hope our above reply has resolved this matter amicably.
  Please know Mazda Financial Services strives for excellence in our customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer Answer

  Date: 01/10/2025

  I am rejecting this response because:   

  1. I speak in behalf of the account holder ******* ********, Spouse. Im the husband. 

  2. There is no urgency in your part to resolve our concern which is to get a copy of the title for us to register our vehicle in ****************. Check how many times we called CS. 

  3. You dont listen. We communicated to you via CS 4 times that DMV or Auto Licensing ***** needs the copy of the Title but what you sent to us is a letter of authorization. Again thats not the requirement. 

  4. Infact, DMV or Auto Licensing ***** sent you a Fax requesting for a copy through the Fax number attached on your letter. Sent 3:30pm approxiately on Jan 9, 2025. 

  5. The problem is so simple. Provide ***** Auto Licensing a copy for us to register our vehicle. I just dont get it how hard it is to get copy. We have been requesting this since Mid of November 2024. 

  6. If we go to CS, CS will just say the same thing to us without resolution. I have discussed this with your resolution spec named ****. She just repeated what your CS told us. 

  7. We want what action have taken to resolve this. We dont want to get penalize if incase well be pulled over.

  Thank you,

   

   

  Business Response

  Date: 01/14/2025

  January 14, 2025
  ****** ********
  BBB ***************************************** of Mazda Financial Services (MFS) is in receipt of the rebuttal filed by Mr. ****** ******** regarding a state-to-state title transfer. We regret to learn he was dissatisfied with our previous response; however, based on our review on his account, our position remains the same.
  
  As indicated in our previous response, in an effort to protect the account holders privacy, we regret to advise that we are unable to provide Mr. ******** with specific details pertaining to the referenced account. Unfortunately, our records do not reflect proper authorization has been provided by our account holder, to discuss the status of the title transfer with Mr. ********* It is important to know that if Mr. ******** wishes to contact our *********************** regarding the referenced account, we will need to speak to the account holder to obtain the proper authorization before proceeding with any details.
  
  We realize this may not be the response Mr. ******** desired, but we hope our above reply has resolved this matter amicably. Please know Mazda Financial Services strives for excellence in our customer satisfaction. If there are any additional questions regarding this concern, please have our account holder contact us at ***************
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by ****. Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer Answer

  Date: 01/14/2025

  I am rejecting this response because:   

  In behalf of my wife, ******* ******** the account holder for **********************. We are frustated and We dont know what to do anymore and where else to go for us to speed up our request to get the copy of our vehicle title and submit it to ********** dmv in order for us to register our vehicle. 

  We tried calling them 4 times and there was no resolution from their end. 

  To Mazda Financial Services. What can we do for you to resolve our concern. we want to register our vehicle in ********** under the account of ******* ******** for the 2023 Mazda Cx9

  Its been 3 months since our last request. DMV Lacey ********** sent you a request via fax could please reply to them. 

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair 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.

  Mazda Financial has continually failed to deliver a copy of my title to the State so I can get my car registered. I have moved states twice and they have failed to deliver the title to both states, and I have been unable to get my car registered for this reason in either of the states I have moved to. I have continually called their customer service, who has told me there is nothing they can do except wait.

  Business Response

  Date: 01/16/2025

  January 16,2025
  
  BBB Case: ********
  Contact Name: ***** *******
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding ***** ******* s request for assistance with the above-referenced MFS vehicle account.
  
  We thank our customer for bringing their account concerns to our attention. *** attempted to reach our customer by phone at the number ending in 09 as of the date of this response but was unsuccessful.
  
  Our records reflect that on May 7, 2024, our customer contacted *** requesting a copy of the title. Also on May 7, 2024, *** sent a letter advising that a paper title was requested to assist our customer, and due to the service levels of the Department of Motor Vehicles (DMV), the timeframe to receive the paper title was 6-8 weeks. On June 10, 2024, the ************ (**) paper title was received. That same day, our customer inquired about an update on the status of the title. The title was sent to our customer on June 18, 2024.
  
  Additionally, on July 8, 2024, MFS received the document back from the **************************** (****) marked as insufficient address, unable to forward. The address on the document aligns with the address in our system of record for our customer. Our records also reflect the most recent contact had with ***** ******* was on June 10, 2024.
  
  MFS is happy to assist our customer and provide a copy of the title; however, the correspondence sent originally containing the copy of the title was returned to MFS by the ****, and the state provided to the Better Business Bureau (BBB) by the customer does not align with the address in our system of record. *** will need our customer to confirm where the copy of the title should be sent. We respectfully request that ***** ******* please contact MFS at the number below so that we can assist our customer.
  
  Please know that ********************** strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at *************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  Date:01/03/2025

  Type:Product 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 wife (****** ***********) and myself were renting a Mazda CX-5 2021 vehicle. We decided we would like to purchase the vehicle. On 11/11/24 we received a statement from Mazda financial services for a total payoff amount of 17,474.20$. The documented stated the amount included a sales tax of 1,175.75$. On 11/15/24 we mailed a certified check for the exact amount on the Mazda financial services document we received. It was sent by priority mail. It was received on 11/20/24 by Mazda financial services. We placed a call to Mazda financial services after a week of the check not being cashed. We were notified that it was not cashed due to the exact payoff amount not being correct. We were never notified. At this point a lengthy dialogue incurred between ****, an experience team supervisor in the Arizona office. We were notified by **** that Mazda financial services inverted the numbers and the full price did not include taxes. This was the opposite of the letter we received in the mail and had to rush to pay. We would in fact owe an additional amount of 1,448.75$ that would need to be paid. We paid the additional unexpected amount that was an additional strenuous financial responsibility. At the present moment (1/3/25) we have still not received the title for the car. We have been communicating with **** for the past 6 weeks without resolution. We did everything on our end as a consumer to the **** ****, the experience team and resolution services of the Mazda financial services team have been negligent and irresponsible with the consumers time and money. The amount of additional stress this has cost my wife and myself is extremely disappointing and unwarranted.

  Business Response

  Date: 01/17/2025

  January 17, 2025
  BBB Case# ********
  ****** ******
  
  This is in response to the complaint filed against Mazda Financial Services (MFS), by ****** ****** regarding a title release. First and foremost, we would like to extend our sincerest apologies for the frustration Mr. ****** endured when contacting our ************************
  
  Secondly, in an effort to protect the account holders privacy, we regret to advise that we are unable to provide ********* with specific details pertaining to the referenced account. Please know,we respect the privacy of our account holders and employ procedural safeguards to also protect the confidentiality and security of our customers information.Unfortunately, our records do not reflect proper authorization has been provided by our account holder, to discuss the status of the title release.  Its important to know that if Mr. ****** wishes to contact our *********************** regarding the referenced account, we will need to speak to the account holder to obtain the proper authorization before proceeding with any details.
  
  
  We realize this may not be the response ********* desired, but we hope our above reply has resolved this matter amicably.
  
  Please know Mazda Financial Services strives for excellence in our customer satisfaction. If there are any additional questions regarding this concern, please have our account holder contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  Date:12/12/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Hello, I purchased my 2010 ***** CRV in ****** and have since moved to ****** on military orders. On November 25th I contacted my local *** to register my vehicle and was told I needed the original title. I then contacted Mazda via their customer service phone line. They provided me with the fax number and alternate fax number and all information needed on the request for title. I gave all the applicable information to my *** and they sent the information. I called Mazda back and they said it takes about 2 days I called back after that and they hadnt received the information. So I went through this process two more times and Mazda still hasnt received it. It is now December 12th. I dont know what needs to happen but something isnt working on Mazdas end. I would like for Mazda to send the title or coordinate with my local DMV and find a solution so I can register my vehicle. Thank you.

  Business Response

  Date: 12/23/2024

  December 23, 2024
  
  BBB Case: ********
  Contact Name: ****** *******
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding ****** ******** request for assistance with the above-referenced MFS vehicle account.
  
  We thank our customer for bringing their account and concerns to our attention.
  
  MFS records reflect that as of December 16, 2024, we received a written request from the Department of Motor Vehicles (DMV) for the title transfer to the state of Kansas.
  
  As of Thursday, December 19, 2024, via ***** tracking #************, delivery was confirmed at 11:39 am in *********, **. *** respectively requests our customer to please follow up with the **** if they have not done so already, to finalize the transfer process and register their vehicle.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer Answer

  Date: 12/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair 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.

  For the past 12 months I have made payments on time. I send the payment 14 days before it is due and every month for 12 months I get a call that my payment is late. **** sends the payment and it arrives in ******* three days after it is sent. But my check is never posted on time. I need this fixed.

  Business Response

  Date: 12/12/2024

  December 9, 2024
  
  BBB Case: ********
  Contact Name: ******* *****
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding her remitted bill payment for the account referenced above.

  Please be advised, *** is unable to stop any collections activity on a past-due account. We are required to continue our collection practices until the account is brought current.

  Following a detailed investigation, we have determined that Mrs. *********** processes all bill payments through a third-party provider, **************. This process may cause delays in receiving her bill payment. While the funds are debited from Mrs. ****** account immediately, it may take 7-9 days for Mazda financial Services to receive and apply her payment.

  We encourage Mrs. ***** to consider registering her account via our website ***************************************************** registering she can remit payments directly through our website to avoid any delays or contact our customer care team for additional support.

  Please know Mazda Financial Services strives for excellence in our customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.

  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by ****. Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer Answer

  Date: 12/15/2024

  I am rejecting this response because:   I send the check 9 days before the due date and there is an additional 10 day grace ******* My check is not being posted until 30 days after it is mailed, this is excessive and unacceptable. I would like to get an image of the envelope and the check when Mazda receives it.  

  Business Response

  Date: 12/17/2024

  December 17, 2024
  
  BBB Case: ********
  Contact Name: ******* *****
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the rebuttal filed against *** regarding her remitted bill payment for the account referenced above. We regret to learn she was dissatisfied with our previous response; however, based on our review on her account, our position remains the same.
  
  As indicated in our previous response, that **************** processes all bill payments through a third-party provider, **************. This process may cause delays in receiving her bill payment. While funds are debited from Mrs. ****** account immediately, it may take 7-9 days for Mazda financial Services to receive and apply her payment.
  
  To help avoid delays, Mrs. ***** has the following options:
  
  Registering her account via our website **************************************************, and remit payments directly through our website.
  
  Mrs. ***** may Contact her online bill payment customer ******************** if checks can be sent electronically via Automatic Clearing House (ACH) instead of sending paper checks by mail.
  
  If her financial institution does not support ACH payments, there may still be delays in receiving paper checks. Please note that Mazda financial Services,processes payments daily with 1-2 days of processing, and with a cutoff time of 4:00 pm.
  
  Please be advised, per contract Mrs. ***** has additional 10 days before a late charge is applied. However, if a payment has not received on or before the 17th of the month, there may be collection activity on her MFS account. Please note,Mrs. ***** may contact her financial institution for copies of canceled checks.    
  
  Please know Mazda Financial Services strives for excellence in our customer satisfaction. If there are any additional questions regarding this concern,please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by ****. Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair 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 moved states this year and I requested a title transfer to the new state so I can get my car registered in the new state. The request was put in early April. I called Mazda Financial before putting my request in to be sure there were no issues. They did not warn me of any issues and said that things would be done within a couple months. In August, I paid off the car, still no words on the title. I called them several times between the time of request to October. The entire time before October all my calls were answered with "wait, it might take a while to come in". I called the *** of my original state and they said they sent the title to Mazda months ago (before my car was paid off). I called Mazda back and explained the situation and again they said to wait. Eventually after much back and forth Mazda admitted that they might have lost the title when I paid off the car. They are filling out the proper form for me to do a retitle request, but they are not offering to pay for the retitle request nor even putting in the effort to look for the title (which is in their offices somewhere). The customer service ***resentative also put the blame on me for paying off my car when moving states even though the original *** I called before putting the state transfer request did not offer any flags or warnings about this. I just think it is ridiculous that I had to spend so much time and so many calls to get to the bottom of the issue and that Mazda took no responsibility for something that is their fault.

  Business Response

  Date: 11/20/2024

  November 20, 2024
  
  BBB Case: ********
  Contact Name: ***** ****
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding ***** Yangs request for assistance.
  
  The privacy of our customers is vital. *** respects the privacy of our customers and employs procedural safeguards to protect the confidentiality and security of our customers information. Our goal is to ensure we are in compliance with federal privacy laws and any state-specific regulations regarding the sharing of information. 
  
  Based on the details supplied in the complaint correspondence,as an unauthorized party, we are unable to fulfill this request on ***** Yangs behalf.
  
  We respectfully request that our account holder contact us at the telephone number provided below to provide full authorization to discuss the account with ***** ****, or they may contact us directly to discuss the above-mentioned concern.
  
   Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  Date:11/03/2024

  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 moved to ******** in July. I attempted to get my car plates in ** in August but was unable to get the documentation from Mazda until 10/31/24. They mailed it to the wrong address twice and failed to follow up on calls within the ***** hrs promised. This has caused me over $150 in property tax in the state of ** and I've had to keep my MA license places and policy until I could get new plates, so $300 in extra insurance. Not to mention the time it took to manage their multiple mistakes and legal exposure to having expired plates for several months.

  Business Response

  Date: 11/05/2024

  November 5, 2024
  
  BBB Case: ********
  Contact Name: *********** ********
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding *********** ******** request for assistance with the above-referenced MFS vehicle account.
  
  We would like to thank our customer for bringing their account and concerns to our attention so that we have the opportunity to improve. We understand and recognize that time is valuable.
  
  An MFS Supervisor spoke with our customer on November 4, 2024.
  
  Our customer confirmed that they received the state-to-state transfer packet and were able to successfully register their vehicle with the state of ******** as of Friday, November 1, 2024.
  
  We recognize that receiving a resolution has been time-consuming and ongoing for our customer. As a result, *** will be providing a token of our appreciation for our customers patience under separate cover. No additional compensation is due or owed to our customer.
  
  Lastly, our team members are trained to the highest standards.We understand our customers rely on the companies they do business with to provide accurate information; therefore, we have provided the necessary coaching to the appropriate management teams.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  Date:10/09/2024

  Type:Order 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 paid off my car in full in May 2024 and Mazda financial services has not provided me with my title documents, which I need in order to register the car under my name without a lien on it. I have contacted Mazda financial services 3 separate times to alert them of their failure to send me my title document and they have still not provided me with a resolution. At this point I would like to proceed with other avenues including having the BBB intervene or calling my congressperson to notify them of this issue. Mazda financial services sent me a payoff letter acknowledging receipt of funds to pay my car note in full, so I dont understand why they havent provided me my title.

  Business Response

  Date: 10/18/2024

  October 18, 2024
  
  BBB Case: ********
  Contact Name: ******* *****
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding ******* ****** request for assistance with the above-referenced MFS vehicle account.
  
  It is always our goal to deliver best-in-class service. We would like to thank our customer for bringing these matters to our attention so that we have the opportunity to improve. We understand and recognize that time is valuable.
  
  Our office spoke with our customer as of the date of this response to discuss their concerns and confirm a duplicate title is in process to be sent to our customer as well as lien release, power of attorney, and bill of sale.
  
  The lien release, power of attorney, and bill of sale will be expedited to our customer at their current system address via ***** tracking #************. Once our customer receives these documents, it is imperative they partner with their local Department of Motor Vehicles (DMV) to transfer the ownership of the vehicle. Any costs and fees associated with the transfer are the responsibility of the customer.
  
  We thank ******* ***** for the opportunity to earn their business and for their patience while we reviewed the account. We hope to have the opportunity to earn their business again in the future.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer Answer

  Date: 01/14/2025

  I would like to reopen this complaint because Mazda Financial Services has failed to send me the title to my car which is the document that I need in order to register my car in **. I already have the payoff letter and lien release so I dont need them to send me that. I need the ***** to my car which they have repeatedly failed to provide.

  Customer Answer

  Date: 01/14/2025

  I would like to reopen this complaint because Mazda Financial Services has failed to send me the title to my car which is the document that I need in order to register my car in **. I already have the payoff letter and lien release so I dont need them to send me that. I need the ***** to my car which they have repeatedly failed to provide.

  Customer Answer

  Date: 01/20/2025

  I would like the BBB to reopen this complaint because Mazda Financial Services has failed to send me the title to my car which is the document that I need in order to register my car in **. Mazda financial services mailed me the payoff letter and lien release which is useful but I cannot register my car in ******** unless I have the title. Mazda needs to send me the title for my car. 

  Business Response

  Date: 01/23/2025

  January 22, 2025
  
  BBB Case: ********
  Contact Name: ******* *****
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the follow up complaint filed against MFS regarding ******* ****** request for assistance with the title to the above-referenced MFS vehicle account.
  
  Our records reflect ******* ***** also filed a complaint with the Consumer Financial ***************** (****) on January 20, 2025, regarding the same matter. We have begun our investigation into this matter and will provide our response via the ***** We understand the urgent nature of this duplicate request, and we appreciate their patience while we review the concerns.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer Answer

  Date: 01/23/2025

  I am rejecting this response because:   Mazda financial services did not respond to my request, instead they have said that they will respond to my CFPB complaint. They have yet again refused to provide any information about the status of my title.

  Customer Answer

  Date: 02/10/2025

  Mazda financial services refused to respond to my **** complaint within the timeframe allotted and now the **** has been closed by the new administration in office so my complaint with them will not be going anywhere. Mazda financial services has STILL not provided me the title to my car, which I urgently need in order to register the car under my name as the legal owner in ******** and I need in order to sell my car. I need the BBB to please push my complaint further because yet again Mazda Financial Services has ignored me

  Business Response

  Date: 03/06/2025

  March 6, 2025
  
  BBB Case: ********
  Contact Name: ******* *****
  Account Number: **********
  
  The ****************** of Mazda Financial Services (MFS) is in receipt of the follow up complaint filed against MFS regarding ******* ****** request for assistance with the title to the above-referenced MFS vehicle account.
  
  Our position remains the same. From our response dated January 23, 2025, Our records reflect ******* ***** also filed a complaint with the Consumer Financial ***************** (****) on January *******, regarding the same matter. We have begun our investigation into this matter and will provide our response via the ***** We understand the urgent nature of this duplicate request, and we appreciate their patience while we review the concerns.
  
  To confirm, a response to our customers concerns regarding the status of the title will be provided via the *****
  
  We realize this may not be the response you desired, but we hope our above reply has resolved this matter amicably.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Business Response

  Date: 03/21/2025

  March 21, 2025
  
  BBB Case: ********
  Contact Name: ******* *****
  Account Number: **********
  
  Per the ******************** request for clarification, please see the attached response to the Consumer Financial ***************** (CFPB). 
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  Date:09/07/2024

  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.

  I have been trying repeatedly to make my monthly car payment using my Mazda Financial Services account.For the last 3 days I have been unable to access my account. I have tried more than 20 times to change my password. The site will not allow it.I have called them. They are only available business hours Monday through Friday. I attempted to call them from work during business hours. I received the same message that they were closed.I have tried calling Mazdas Corporate Customer Service.They said they cannot help me. I do not know what to do.I have excellent credit. I am concerned that my payment is going to show up as a late payment and negatively affect my Credit.This is 100 percent Mazdas fault not mine. I do not want my credit affected due to Mazdas incompetence.Can you please help me?

  Business Response

  Date: 09/11/2024

  September 11, 2024
  
  BBB Case: ********
  Contact Name: ****** *******
  Account Number: ******9978
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding their website access and payment concerns.
  
  Our records reflect that on July 24, 2024, ****** ******* entered into a retail installment sale contract for their 2020 Mazda CX-30 for 60 payments of $180.32, with the first payment due on September 30, 2020, and the remaining payments due on the 7th of each month.
  
  On August 20, 2020, ****** ******* created an online profile on our website at **************************************************. Additionally, our records reflect they were able to log into the website on September 2 and September 7 of 2024. The *** website is 100% customer-driven, and we have not identified any internal or technical errors that would have resulted in the delay of the payments referenced above on your account.
  
  While our phone lines service level may cause outages from time to time, ****** ******* should kindly note that lack of access to our call center or website does not excuse their responsibility of making their timely payments, as stipulated in their signed contract. ****** ******* may also consider using an alternative payment method, such as calling in to our customer experience center, paying by mail, or your ***** **** pay.
  
  As a measure of courtesy, we are including their latest billing statement for their records.
  
  We realize this may not be the response they desired, but we hope our above reply has resolved this matter amicably.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer Answer

  Date: 09/11/2024

  I am rejecting this response because:   
  I dont understand. I have tried to make my payment. I cannot. The error is YOUR end not mine. Basically you are telling me that you dont actually care that your site is not working and I have been able to get through to anyone by phone. Amazingly you dont feel that you bear any responsibility for the issue Im having.

   Your complete lack of **************** is unbelievable and unprofessional.

   I will never do business with Mazda again.

  Business Response

  Date: 09/13/2024

  September 13, 2024
  
  BBB Case: ********
  Contact Name: ****** *******
  Account Number: ******9978
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the follow up complaint filed against *** regarding their website access and payment concerns.
  
  MFS thanks ****** ******* for their feedback. Our position remains the same, with respect to their payment responsibility, and alternative payment options are available.
  
  Our records reflect that on July 24, 2024, ****** ******* entered into a retail installment sale contract for their 2020 Mazda CX-30 for 60 payments of $180.32, with the first payment due on September 30, 2020, and the remaining payments due on the 7th of each month.
  
  On August 20, 2020, ****** ******* created an online profile on our website at **************************************************. Additionally, our records reflect they were able to log into the website on September 2 and September 7 of 2024. The *** website is 100% customer-driven, and we have not identified any internal or technical errors that would have resulted in the delay of the payments referenced above on your account.
  
  On September 13, 2024, our office had the opportunity to speak with ****** *******, at which time they agreed to email us screenshots of their website experience; they provided an updated current address; and we invited them to contact the *** in their previous state of ***** to ensure a smooth title release because they indicated their desire to payoff.
  
  As a measure of courtesy, because ****** ******* was unable to access our website at the time of our call, we scheduled a future call, and they can expect our follow-up via phone call as agreed on Tuesday, September 17, 2024, at 530 pm their local time.
  
  We realize this may not be the response they desired, but we hope our above reply has resolved this matter amicably.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.