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:09/04/2024

  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.

  On May 2, 2024 I was got new lease from 2024 mazda cx 90 from Performace Mazda and return my old leased 2021 Mazda cx 9. At the point of singing all documents I was approved by Mazda for pull ahead lease (3 month) up to 1000 dollars if I lease new Mazda. I had 3 payments left. My monthly payments we 540 per month. At the pound of lease signing I paid 620 difference betwween 1000 & 1620. On September 4 I got bill from Mazda Financial service for amount of $987.14 . When I spoke with representative from lease end with number OEPT, she told me that I am not qualify for $1000, because instead of accepting my car dealer sold it at action. I am not accepting this answer and consider is a FRAUD by Mazda. I expect mazda to honor their offer

  Business Response

  Date: 09/13/2024

  September 13, 2024
  
  BBB Case: ********
  Contact Name: ***** ************
  Account Number: **********
  
  The **************** of Mazda Financial Services (***) is in receipt of the complaint filed against *** regarding ***** Mizhiritskiys request for assistance with the above-mentioned *** vehicle account.
  
  It is always our goal to deliver best-in-class service. We understand and recognize that time is valuable.
  
  Our system of record reflects that our customer took delivery of a new ***************************** with *** as of May 6, 2024, and returned the vehicle associated with the above-mentioned account as of May 2, 2024.
  
  At the time of return, the account had 4 payments remaining. *** waived 1.85 payments of the 4 payments remining under the terms of the *** Lease Pull Ahead (LPA) Program. 1.85 payments are eligible to be waived being this amount is more than the remaining depreciation due and most beneficial to our customer under the terms of the *** LPA. Additionally, the $350 disposition fee was also waived in recognition of ***** Mizhiritskiys loyalty.
  
  A correspondence dated August 28, 2024, was mailed to our customer confirming their options to satisfy their end-of-lease termination charges and fees. We use two calculations to determine the early return balance and have chosen the most advantageous for our customer. In summary, Early Return Calculation # 1 considers remaining depreciation at return, Excessive Wear and Use charges, Excessive Mileage, lease termination charges, and unpaid fees or charges. The total amount due for calculation # 1 is $987.14 (total charges minus total adjustments). This information is accurate and correct. We have included an additional copy with this correspondence with this response for our customer.
  
  We realize this may not be the response desired, but we hope our above reply has resolved this matter amicably. *** is happy to have the opportunity to earn ***** Mizhiritskiys business again, and we hope they are enjoying their new Mazda!
  
  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: 09/13/2024

  I am rejecting this response because:

  The statement provided by response is fall as of delivery date on 5.2.2024. I was charged 540 dollars automatic deduction and had 3 payments left. Also at the dealership I was charched 2620 dollars

  Which included $2000 out of pocket and 620 to cover deference between 1000 dollars pyll ahaid lease and remaining 3 payments. ONCE AGAIN Mazda response manager did not complete reaserch or it just capture of Mazda to provide incorrect information.  I am sick and tired to be pushed by Mazda and everything getting different explanations 

  For me it just consumer frod and was promised one price and got another.

  If you really provided even dissent customer service you would take time and check all payments as well as new lease contract.

  Business Response

  Date: 09/19/2024

  September 19, 2024
  
  BBB Case: ********
  Contact Name: ***** ************
  Account Number: **********
  
  The **************** of Mazda Financial Services (***) is in receipt of the follow-up complaint filed against *** regarding ***** Mizhiritskiys request for assistance with the above-mentioned *** vehicle account.
  
  Our position remains the same. *** has confirmed from our original response on September 13, 2024, At the time of return, the account had 4 payments remaining. *** waived 1.85 payments of the 4 payments remining under the terms of the *** Lease Pull Ahead (LPA) Program. 1.85 payments are eligible to be waived being this amount is more than the remaining depreciation due and most beneficial to our customer under the terms of the *** LPA.Additionally, the $350 disposition fee was also waived in recognition of ***** Mizhiritskiys loyalty.
  
  ***** ************ signed and took delivery of their 2024 Mazda CX-90 associated with the *** account ending in 4614 on May 2, 2024. A payment of $540.00 was posted on May 1, 2024, to the above-referenced account. With that payment, there were still 4 contracted payments remaining on the above-referenced account; therefore, the information provided is accurate.
  
  We realize this may not be the response 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: 09/19/2024

  I am rejecting this response because:  

  Again this is not correct info. New lease delivery date was 5/02/2024. See atonement 1

  Also payment #** after which 3 payments left was automatically subtract from my account also on 5/02/2024. Also I paid 620 dollars difference on 05/02 at the dealership.  2000 put of packet + 620 difference between remains payments and 1000 dollars pull ahaid lease see attachments #2

• Initial Complaint

  Date:08/25/2024

  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.

  First week of July I paid off my 2023 financed Mazda Miata early. ? I have yet to receive my title coming up on two months. I've opened up a dozen customer support tickets. I've called 10 times. Mazda Finance has told me every possible version of why I don't have my title. They have a new system It was shipped July 19 It'll be ***** to you tomorrow would I accept this "form letter" non-specifically defining that the car is paid off and wait? All of the customer support is offshore. Everyone I've spoken to simply reads from scripts and makes up a different lie. I've three times now barked my way up to customer experience resolution and three times been told three completely different stories about why my title has not been issued. the best one is that the "ownership" of my title needs to be transferred digitally to my new state and issued by that state, but they don't issue paper in *******. I'm not making that up. That's really what they said.Every time I open up a ticket they post a form letter about "addressing my concern" and then close the ticket. I've called the dealership and they've escalated to Mazda customer experience I've emailed all of the numbers relating to customer experience with with ********************** I want is my title and the privilege of never ever doing business with Mazda Financial again. But I'll certainly also accept letting the rest of the world know about these guys. They will not relinquish ownership of my car to me even though it's fully paid off.

  Business Response

  Date: 08/30/2024

  August 30, 2024
  
  BBB Case: ********
  Contact Name: ***************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (***) is in receipt of the complaint filed against *** regarding ********************** request for assistance with the above-mentioned *** vehicle account.
  
  It is always our goal to deliver best-in-class service. We understand and recognize that time is valuable.
  
  Our system of record reflects that *************************** submitted payoff funds of $12,538.70 via the *** website on July 10, 2024. A standard 10-day hold was placed on the funds as a result of the funds being submitted via the website.
  
  Additionally, due to an inadvertent error, the title was processed and mailed via the United States ********************* as of August 19, 2024, to the address of record in **********, *******. Please allow 7-10 business days for the title to be delivered.
  
  We understand receiving the title took longer than initially expected, and our customer received conflicting information regarding the title processing. *** also understands this has been a difficult and time-consuming process for our customer.
  
  We would like to thank our customer for bringing these matters to our attention so that we have the opportunity to improve. We will continue to improve our processes going forward.
  
  Lastly, weve sent a token of our appreciation under separate cover.
  
  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 TMCC or its affiliates.

• Initial Complaint

  Date:08/22/2024

  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 have recently moved from ** to **. It has been the worst experience with Mazda Financial Requested title of my lease vehicle title to be sent to motor vehicles NJ.Firstly they posted an incorrect fax number, it wasnt for weeks that they finally corrected the number. After numerous calls for over a month they still have not transferred the title.They have apologized over and making false promises to overnight the title.I have a car sitting in the driveway with no plates for 6 weeks.Making my payments on time. I cant get any help from Mazda.

  Business Response

  Date: 09/05/2024

  September 5, 2024
  
  BBB Case: ********
  Contact Name: ******* *******
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding *********************** request for assistance with the above-mentioned MFS vehicle account.
  
  It is always our goal to deliver best-in-class service. We understand and recognize that time is valuable.
  
  Our system of record reflects that on July 2, 2024, an MFS representative spoke with our customer in regard to transferring the title of the vehicle from ******* to ********** and requesting the original title be sent to the ********************************* ****************** (** MVC). During that conversation, our customer was provided with the correct fax number for the ** DMV to send their request for the original title.
  
  On July 15, 2024, our customer spoke with another MFS representative also in regard to sending a request from the ** MVC for the original title. Our customer was provided with the correct fax number to send the request to MFS.
  
  As of July 22, 2024, the fax number associated with a title transfer request was updated. On July 26, 2024, ******* ******* was provided with an updated fax number. Additionally, as of July 29, 2024, another MFS representative spoke to our customer and provided their personal fax number to assist with receiving the ** MVC request.
  
  ******* ******* was advised on July 31, 2024, that the title request was received and sent to the proper workgroup for processing as of July 30, 2024. Also on July 31, 2024, the title was approved for overnight delivery via *****.
  
  The Florida title was available to be released as of August *******, and was sent via ***** tracking # ************. The title, Power of Attorney (POA), and Letter of Instruction were delivered to the ** MVC in ***********, **, on Tuesday, August 27, 2024. We respectfully request that our customer please follow-up with the ** MVC for next steps in the process transfer.
  
  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. We have provided the necessary coaching to the appropriate management team(s).
  
  We recognize this has been a time-consuming situation, and as a result, we have sent a token of our appreciation under separate cover.
  
  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 TMCC or its affiliates.

• Initial Complaint

  Date:08/22/2024

  Type:Sales and Advertising 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.

  I am filing this complaint against Mazda Financial Services due to delays and poor handling of my vehicle title processing, which have caused significant inconvenience and potential financial loss.I financed my Mazda with Mazda Financial Services and maintained a perfect payment record for over three years. When I decided to sell, I paid off the loan and overnighted a cashiers check, received by Mazda on 07/30/2024 at 9:15 am local time.The payment was processed on 07/31/2024. The note on my account from 08/05/2024 specified that the title was submitted for processing and further mailing, but Mazda did not use the prepaid overnight shipping label included with the payoff letter.Mazda outsourced title processing to a third party and claims they cannot track the title. As of 08/21/2024, I still have not received it. On 08/15/2024, I tried to get a quick title at the ************* of Licensing but found Mazda still listed as the lienholder due to incomplete ownership transfer.I requested a lien release letter on 08/15/2024, which Mazda promised to deliver overnight. By 08/20/2024, with no lien release or title, I followed up and was told it would be mailed the next day (08/21/2024). On 08/21/2024, I was informed the lien release was still not prepared and would be sent out after another 2 business days. Despite assurances, I have not received updates or the lien release.Three weeks post-payment, I cannot sell my vehicle, which was scheduled for 08/12/2024. I face a $92 fee for a lost title replacement (which I could only get when I receive the lien release), which I believe Mazda should cover due to their mishandling. Additionally, I am incurring costs to keep the vehicle insured and experiencing significant stress.

  Business Response

  Date: 08/23/2024

  August 23, 2024
  
  BBB Case: ********
  Contact Name: *********************************
  Account Number: ******0276
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the title release delay for the above referenced account.
  
  MFS thanks ********************************* for bringing their account to our attention.
  
  On August 21, 2024, a resolution specialist for MFS contacted ********************************* and provided ***** tracking number ************ for their lien release.
  
  MFS agrees to *********************************** request for reimbursement of the lost title fee in the amount of $92.00; however, MFS will require a receipt, which they may provide via fax # **************.  We respectfully, request they include their vehicle identification number (VIN) or account number on the receipt.
  
  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 TMCC or its affiliates.

  Customer Answer

  Date: 09/10/2024

  Good afternoon,

  Per Mazdas response on 8/23/2024, I sent them a fax containing my receipt on 8/28/2024. However, I have not heard back from the business or received a refund.

  I did receive lien release (after numerous calls) and was able to get the replacement title but the original title was never received. 

  Customer Answer

  Date: 09/10/2024

  I would like to make an update on this complaint: I did receive the lien release eventually (to substitute for the title that was never received) and Mazda Financial Services refunded me the extra fees associated with a replacement title. I have no further complaint.

• Initial Complaint

  Date:08/17/2024

  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.

  ******* A ***** ********************************************************************************** ******************* ************ Mazda Financial Services ********************************************** Subject: Inquiry Regarding Suspected Fraud Dear, Financial Services I am writing to formally inquire about a matter that I suspect may involve fraudulent activity related to my Credit Report with your company I did not apply for any services with your Organization. I did not give oral or written consent for your company to access my credit report. Under the **** states that only businesses with a legitimate reason to check your credit report can do so, and generally you have to consent in writing to have your credit report pulled. I have recently noticed suspicious activity, e.g., unauthorized transactions, changes to my credit report, etc., which has raised my concerns regarding the security of my account.Please treat this inquiry with urgency, as I am concerned about the potential implications of this situation. I would like to ensure that my account is secure and that any fraudulent activity is addressed promptly.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,******* A ***** 8/17/2024 BBB, whoever this company is I did not give oral or written consent for this company to pull my credit report

  Business Response

  Date: 08/20/2024

  August 20, 2024
  
  BBB Case: ********
  Contact Name: ******* *****
  
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding their concerns with unauthorized credit inquiries. 
  
  It is important to know that Toyota Motor Credit Corporations (TMCCs) inquiries into a consumers credit are permitted based on a completed credit application submitted to us by a dealership, which authorizes us to investigate credit history. To best assist, we ask that ******* ***** please contact ******* ***** Mazda Chantilly for a copy of the credit application. Our records reflect this is the dealership ******* ***** visited on March 24, 2024; therefore, the credit inquiry is valid.
  
  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: 08/20/2024

  I am rejecting this response because I've never been to that Dealership I don't even know where your located.

  Business Response

  Date: 08/22/2024

  August 22, 2024
  
  BBB Case: ********
  Contact Name: ******* *****
  
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding their concerns with unauthorized credit inquiries. 
  
  Our position remains unchanged. It is important to know that Toyota Motor Credit Corporations (TMCCs) inquiries into a consumers credit are permitted based on a completed credit application submitted to us by a dealership, which authorizes us to investigate credit history. To best assist, we ask that ******* ***** please contact ******* ***** Mazda Chantilly for a copy of the credit application. Our records reflect this is the dealership ******* ***** visited on March 24, 2024; therefore, the credit inquiry is valid.
  
  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: 08/22/2024

  I am rejecting this response because I don't even where your located. I will just call the board of Directors.

• Initial Complaint

  Date:08/16/2024

  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.

  On August 16, 2024 I called Mazda Financial Services to request a formal customer/consumer lease payoff agreement on a vehicle I'm trying to sell. I spoke with 3 customer service representatives with ********************** and 1 supervisor and was told they can not provide the payoff amount to me because of a specific regulation. When I asked where I could find this regulation information, they said they're unable to provide it to me. They stated this information isn't in the lease agreement I signed in April of 2022 and they couldn't tell me where the information could be found. I was eventually told it's a Kansas state regulation but this was after I was told it was a Mazda regulation. I've purchased a new vehicle and I'm just trying to sell my 2022 Mazda but I need a formal letter on letterhead with the payoff amount on it in order to do so. I can get the information online and they can verbally give me the information but I need it on letterhead in order to sell the vehicle. I just want the payoff amount to be sent to me. I've asked it to be emailed to me and I was told 4 times that this could not be done. No one is able to tell me why, or where this regulation information can be found. I can't find anything online with the state of ****** that prohibits Mazda from providing me this information. How am I supposed to sell my vehicle if I can't get a simple letter?

  Business Response

  Date: 08/23/2024

  August 23, 2024
  
  BBB Case: ********
  Contact Name: ***********************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding *********************** request for assistance with the above-mentioned MFS vehicle account.
  
  It is always our goal to deliver best-in-class service. We understand and recognize that time is valuable.
  
  MFS reached out and spoke to our customer on August 21, 2024. ************** did confirm a lease payoff letter was obtained.
  
  Additionally, our office did also confirm with ************** that MFS does not possess a dealer license in ******; therefore, MFS is required to provide the payoff letter directly through the dealer to assist our customer.
  
  MFS thanks our customers for the opportunity to earn their business. We hope to have the opportunity to earn their business again in the future.
  
  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 TMCC or its affiliates.

• Initial Complaint

  Date:08/16/2024

  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 always paid my bills on time, having a perfect credit score of 811. In Jan 2022 I financed a Mazda CX5, I am very happy and I set up auto payments for my monthly bill. My payment for April 2024 did not go though, even though my account had more than enough funds. I do not notice about the missed payment until August, when I go back to my parent's house and pick up the mail. On the mail I saw 1 single letter dated in June notifying of late payment for April, nothing else. All my communication from Mazda has always been by email. I call Mazda, pay the 3 missing months and I am told auto pay sometimes malfunctions, but no email warning was given. The operator tells me over the phone that autopay was turned back on, I find a week later it is not and I have to call again. Mazda reported my 3 months late payments and my credit went form 811 to 577, even though I have an impeccable credit history. This has impacted my life, I cannot get a rental apartment, I cannot apply certain financial products. I want Mazda/Toyota Financial Services to acknowledge malfunction with the auto pay system and fix the credit report to Experian and any other bureau because of IT issues. I have gather a significant community on Reddit with the same exact problem. After 10 years being a financially responsible, It is unfair to report this because of a failed auto pay system.

  Business Response

  Date: 08/22/2024

  August 20,2024
  BBB Complaint ID #********
  ************************************* ******
  Account #**********
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by ************************************* ****** regarding negative information reporting on his credit profile.First and foremost, MFS would like to thank ******************** ****** for bringing his concerns to our attention.
  After a thorough review of **************************** account, we show that recurring monthly payments in the amount of $494.26 were setup online on February 14, 2022. These payments were scheduled to start on March 13, 2022, and end on March 13, 2024. Several attempts were made to contact ******************** ****** by phone starting on May 2, 2024, after his April 2024 payment went past due. These attempts were unsuccessful and as a result, the April 2024 payment was first reported as past due to the Credit ****************** (CRAs) on May 31, 2024. MFS is unable to accommodate *************************** request to remove the delinquent reporting as we are required to report accurate information to the CRAs.
  Please know MFS strives for excellence in customer satisfaction and we sincerely appreciate **************************************** for bringing this matter to our attention. If ******************** ****** should have any further questions, he may contact MFS at **************,Monday through Friday.
  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.
  

• Initial Complaint

  Date:08/16/2024

  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.

  On March 1st, I went to the ****** Credit Union to request a personal loan in the amount of $20,653.38 to pay off Mazda Financial Services and close Account Number **********. A check was mailed from the ******************************************************************* (Address: *******************************************), which was received by 03/04/2024. After waiting for the title of my vehicle for a couple of months to be able to go to the *** and put a lien on the vehicle for the loan, I called Mazda Financial Services for an update in May. They told me they had already mailed me the title but since I have not received it, they would request a replacement title from the *** and send me a new title expect it by August 9th 2024 the latest. On 8/5/24, I called the ************* Borough who confirmed the replacement title had been sent to Toyota Lease to a PO box in ******* and had been received by mid-July. It is now August 16th 2024 and for the last 2 weeks Ive been in contact with different Mazda Financial Service Representatives and so far they have confirmed that they received the replacement title from the ***, and that they will send it to me, yet I still do not have it. Please help me get Mazda Financial Services to send me the title of the vehicle I've already paid them for.

  Business Response

  Date: 08/23/2024

  August 23, 2024
  
  BBB Case: ********
  Contact Name: *********************
  Account Number: ******3323
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding
  
  TFS thanks ********************* for bringing the above-referenced account to our attention.
  
  On March 6, 2024, upon receiving the payoff from them MFS issued a paid in full letter, title and lien release to them at their address on file.
  
  Our office attempted to reach *********************; however, we were unsuccessful.  In response to their concerns and because MFS has not received the duplicate title ordered on June 7, 2024, MFS has also issued a lien release to be sent via ***** tracking number ************.
  
  We invite ********************* to follow up with the Department of Motor Vehicles (DMV) upon receipt of the lien release to process a lien-free title.
  
  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 TMCC or its affiliates.

  Customer Answer

  Date: 08/27/2024

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 10/04/2024

  The legal documents that were provided by *** were not accepted by the *** DMV to allow me to request a title for the vehicle listing me as the new owner of the vehicle. I was able to request a replacement title which has Toyota Lease Trust as the owner of the vehicle with no signature. I sent the replacement unsigned title to an address provided by an *** representative at the beginning of September and they still have not sent me the signed title. I've contacted them on multiple occasions but no progress has been made as I still do not have the title of my vehicle yet I still have problems with the bank which loaned me the money that MFS already has. 

  Business Response

  Date: 10/10/2024

  October 10, 2024
  
  BBB Case: ********
  Contact Name: ***** *****
  Account Number: ******3323
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the follow up complaint filed against *** regarding.
  
  MFS thanks ***** ***** for bringing their concerns to our attention.
  
  We are pleased to share that their signed duplicate title has been sent via ***** tracking number 418468502810.
  
  
  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:08/15/2024

  Type:Customer Service 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.

  In March 2024, my husband and I filed a complaint with Mazda Corporation through the BBB auto line. Mazda agreed to repurchase our vehicle under the Lemon law. We were told not to pay the loan because Mazda Corporation would pay it through the buyback. We stopped making payments in June because we signed the papers agreeing to the buyback. It took quite a bit of time because the representative from Mazda Corporation went on vacation during this time. We also did not pay the July payment as well. Mazda Corporation finally paid off the loan on 08 August 2024. Mazda Corporation called Mazda Financial to alert them to the buyback. Mazda Financial still put us in collections and called to repo the vehicle even though Mazda Corporation already had the vehicle in their care. Mazda Financial reported this to the credit bureau, which is unfair and we would like this removed off of our credit report. The loan is completely paid off and there was no reason for Mazda Financial to do this to us.

  Business Response

  Date: 08/22/2024

  August 20,2024
  BBB Complaint ID #********
  ***********************************
  Account #**********
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by *********************************** regarding negative information reporting on her credit profile. First and foremost, MFS would like to thank ********************* for bringing her concerns to our attention.
  After a thorough review of Mrs. ********* account, we have determined that it was permissible to remove the 30-day credit marker reported in July 2024. An update has been sent to the Credit ****************** (CRAs) as of the date of this response and a letter has also been mailed to ********************* confirming the removal of the negative reporting. We sincerely apologize for any inconvenience this has caused and ask that ********************* allow at least ***** days for this update to reflect with the CRAs.
  Please know MFS strives for excellence in customer satisfaction and we sincerely appreciate *********************************** for bringing this matter to our attention. If ********************* should have any further questions, she may contact MFS at *************, Monday through Friday.
  
  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.

  Customer Answer

  Date: 08/22/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/07/2024

  Type:Billing 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.

  This complaint concerns the bill I received from *** for a "toll tag" charge on my leased vehicle. I received this additional bill after I closed my account, and paid off the balance in full. I am not an active customer with MFS, will not return as a customer, and the fee is ******** have a history of frustration and poor customer service as a customer of MFS - this includes a previous complaint with the BBB. I contacted *** about the fee multiple times, and attempted to pay it. The check was returned to me with the reason "Account paid in full". So, which is it? Do I not owe the $22.84?I am fed up with the disorganization and lack of customer care by ***. I will pay this $22.84 if they make it simple and easy for me to do so. I refuse to continue through multiple frustrating conversations, multiple forms, and direct mail procedures - just to pay them $22.84 If they are not interested in doing that, than send me a letter or email stating I do not owe this amount (toll tag $22.84) and my account is paid in full. I refuse to allow a mistake made by *** to haunt me later in life. Let me pay this amount conveniently to me. I have already tried. Account# **********

  Customer Answer

  Date: 08/19/2024

  The attached doc contains the legal affidavit they sent me (date 8/15) along with my return attempt to pay. Please help me! There is no calling them as their **** never have any clue to help you. They give me no avenue to pay what they tell me I owe. BBB is all that has worked in the past. They actively sending me mail and not corresponding here. They are giving me a bill with no way to pay it! please help!

  Customer Answer

  Date: 08/19/2024

  I have tried to pay this $22.84. They returned my payment because my account was "paid in full". Then sent me more mail telling me to pay. Please help me pay you $22.84. It is a small amount. Why is this hard!?

  Business Response

  Date: 08/19/2024

  August 19, 2024
  
  BBB Case: ********
  Contact Name: ******* ******
  Account Number: ******7868
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the follow up complaint filed against *** regarding the citation for the above referenced account.
  
  MFS Thanks, ******* ******, for their follow-up correspondence. We acknowledge that we have received and addressed their personal property tax concerns in the past via the Better Business Bureau (BBB) portal.
  
  We apologize for the incorrect information provided regarding the payment due to TX tag in the amount of $22.84. *** must return the undue payment to ******* ****** because their account with us is paid in full; however, the $22.84 remains due to TX tag directly.
  
  We realize TX tag has bulk bills; therefore, MFS also mailed an affidavit, which would allow ******* ****** to pay for their owed fee to TX tag directly. Because this is not an MFS bill or fee, we respectfully decline to waive it and highly encourage ******* ****** to continue communication with TX Tag to process their payment due.
  
  To ensure ******* ****** has all the documents needed, MFS has sent a copy of the paid-in full contract, a new affidavit, and a copy of the citation via ***** tracking number 777999852021.
  
  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: 08/19/2024

  I am rejecting this response because:   I have tried to pay this $22.84. They returned my payment because my account was "paid in full". Then sent me more mail telling me to pay. Please help me pay you $22.84. It is a small amount. Why is this hard!?

  Customer Answer

  Date: 08/19/2024

  I tried to pay this TX tag back when I originally received the notice from ***. TX tag told me I could not pay it. Because the account is owned by ***, and is a very large account for leased vehicles with a very high balance, Tx tag would NOT accept payment from me. Your customers past and present should not have to jump through so many hoops because you don't have convenient way to process payments like this. Is this how you are treating other TX customers with leased vehicles? TX tag won't take the payment, so what now?

  Customer Answer

  Date: 08/19/2024

  Here is what you see when attempting to make this payment via their provided info. TX tag will only accept payment of the account in full - for all their leased cars (close to $28K)!

  Customer Answer

  Date: 08/19/2024

  Just another perfect example of how *** tells each customer something different and has no idea how to actually help their customers. I don't work for you MFS.

  Business Response

  Date: 08/20/2024

  August 20, 2024
  
  BBB Case: ********
  Contact Name: ******* ******
  Account Number: ******7868
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the follow up complaint filed against *** regarding the citation for the above referenced account.
  
  MFS Thanks, ******* ******, for their feedback. However, our position remains unchanged, and we encourage them to contact TX Tag with the documents sent via ***** tracking number ************ for further assistance, as the citation fee is their responsibility based on the terms of their signed contract. We respectfully refer them to page 4, section H, Registration, parking tickets, tolls, and taxes. You must pay all parking tickets, tolls, and traffic fines relating to the vehicle. We have included a copy of their contract for their records.
  
  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: 08/20/2024

  I am rejecting this response because:   You (MFS) should disclose to your customers the potential hazards, costs and time waste associated with leasing a vehicle in the state of *****. I now have to take time off work, drive across town and (something even worse than MFS) deal with *****. This entire experience of being your customer has been miserable. Let this be the final piece of communication that will ever exist between myself and MFS. You can go ahead and close this ticket/complaint. I won't accept this response. You don't care anyway. I have a funny feeling that you'll find some way to send me a "shadow bill" - you always do.

  Customer Answer

  Date: 08/21/2024

  I paid the fee with TxTag. I have receipt for payment. Please close this out.