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:04/11/2024

  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.

  Hi Team,This complaint is regarding the account settlement issues that I am having with Mazda Financials.Account Number:0000387740 Car ******************************************* S PFP AWD I was involved in a car accident on 01/07/24 where I was rear ended by a drunk driver. The car was deemed a total loss by the insurance company and a check of ~***** USD was issued to Mazda financial.Even though it has been almost 2 months since Mazda have received their payments, they have been calling me continuously to collect money and make my account current. They have also threatened me to be reported to credit union if the payment was not made.I have explained to them several times that the payment was received by Mazda. They seem to agree that the payment is received but still keep calling me.Recently, I also received a note that my account has been marked delinquent by Mazda.I need help in resolving this so that my account can be closed and my credit is not affected. Mazda financial need to stop harassment through these calls and fix the problem at their end. I would appreciate if you could help me get this resolved as I have been having the spend a lot of time talking to them and getting worried about being penalized unnecessarily. I have also asked them to let me know if there a was any balance on the top of payment that was sent by progressive but not heard back on that. I also requested to see if they can provide me relief on the remaining balance. There are no ways in which they have been communicating except for collection calls to make the account current.Request for your help in this matter.

  Customer Answer

  Date: 04/15/2024

  Hi BBB Team,

  Following up on my complaint regarding this issue, I also see that my account was reported to credit agency and I could see that my credit score went down by over *********************************************************** throughout the process. I have been working with several agents from mazda and they have confirmed on several calls that the payment was received and they are still reviewing it. They also mentioned that its a regular process for them to make these calls but they will make sure it gets escalated and gets resolved.

  This has become a huge deal now with my credit account getting affected. I need your help in getting this resolved and getting compensated for the suffering I have been going through because of this.

  Kind Regards

  Sharad

  Customer Answer

  Date: 04/16/2024

  Additional information from my side on this request:

  This is about the calls I received from Mazda financial regarding the payments. I get calls from the following number *************** which is the number for Mazda financial. Out of all the calls I have received, there have been several calls that have been blank. When I receive these calls, they disconnect it within 2-3 seconds and no one speaks after calling. I am not sure why this exact thing has happened so many times.

  On the other occasions, I have been able to speak to Mazda financial representatives and confirm with them that the amount was received with them.

  In addition to this, I have taken help from my insurance adjustor(************************* from Progressive) to make calls to Mazda financial and confirm that the payment was received and they needed to fix the account and stop calling me for this.

  I spoke to her again yesterday and asked her details on when the check was issued and when it was encashed. I will provide this information to BBB once I receive it from them.

  This has been hitting me badly from the credit perspective as its showing bad history, high mortgage value than what I have. It also impacts if I try to take new insurance, lease etc which I have been trying to get into more recently.

  This morning I received one of those blank calls from Mazda financial which did not connect after I picked up.

  
  
  
  
  

  Customer Answer

  Date: 04/17/2024

  Hi BBB Team,

  I would like to add more information to this request. I received a call again from Mazda Financial on 4/16 in evening hours EST. They confirmed that there were two checks received. There was a stop payment issued on the first one by Progressive. Then a second check was issued and received by Mazda Financial. They enchased the check, however, they put into a wrong account and they are still reviewing this. It is the same conversation I have been having with them for last 2 months or so. The agent who spoke to me for over 25 mins again kept apologizing for the mistake and said it it under review. 

  I requested them for: 1. An escalation channel to get this request resolved 2. Establishing an email communication where they can inform me the status of escalation 3. Links/Notes/Transcripts of all the calls I had with them as they record all the calls.

  They did not agree to provide the notes.

  However, they said that they are going to talk to escalation teams and their supervisors who will call me to resolve this issue.

  I also mentioned to them that my credit score has been badly hit because of this and I am seeking a compensation for the same as I have had to spend enormous amount of time on this.

  I am adding all of this info and seeking your help in getting things expedited as the agents from Mazda financial keep calling me with the same info and they seem to get a bit impatient even after listening to them for 25 mins yesterday

  Business Response

  Date: 04/18/2024

  April 18,2024
  BBB ID # ********
  *************************
  Account # **********
  
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by ************************* regarding servicing issues and negative information reflecting on his credit profile with MFS.
  
  First and foremost, MFS would like to thank ************** for bringing his concerns to our attention. After a thorough review of Mr. ****** account, we discovered that MFS received notification that his vehicle had been deemed a total loss as of January 7, 2024. Due to a processing error in updating our system to reflect the total loss and suppress negative reporting until the claim was resolved,delinquencies were reported on his credit profile. On April 3, 2024, an update was sent to the Credit ****************** (CRAs) to remove this information from Mr. ****** credit profile. We sincerely apologize for any inconvenience this error has caused and ask that ************** please allow at least ***** days for this update to reflect with the CRAs. We have also verified that the insurance funds are in the process of being applied to Mr. ****** account and once this is completed, MFS will be able to provide an updated account balance.
  
  Please know MFS strives for excellence in customer satisfaction and we 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.
  
  

  Customer Answer

  Date: 04/18/2024

  I am rejecting this response because:   

  The timeline they have mentioned for clearing the credit report is not acceptable. It affects me greatly because I have been actively scouting for rental apartments as I am on a notice period with my current one.

  I would also want Mazda financials to compensate me financially for the mix up at their end. 

  This entire process has been extremely consuming for me to say the least along with the actual effects it has had on my profile.

  Also, I am yet to receive a formal communication from Mazda Financial as requested.

  Business Response

  Date: 04/22/2024

  April 22, 2024
  
  BBB Case: ********
  Contact Name: ************************
  Account Number: **********
  
  The ***************** of Toyota Financial Services (TFS) is in receipt of the follow up complaint filed against Toyota Motor Credit Corporation (TMCC) and TFS regarding Sharad Jajoos concerns and request for compensation associated with the above-mentioned vehicle account.
  
  Our records reflect *********************** also filed a complaint, with the Consumer Financial ***************** (CFPB), on April 18, 2024, 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 Toyota 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. Toyota Financial Services is a service **** of Toyota Motor Credit Corporation (TMCC). Retail installment accounts may be owned by TMCC or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (TLT) or its securitization affiliates.TMCC is the servicer for accounts owned by TMCC, TLT, and their securitization affiliates.

  Customer Answer

  Date: 04/23/2024

  I am rejecting this response because:   the issue has not been resolved yet. The investigation has been going on for a long time and no action has been taken. The account has not been settled yet. The request for compensation has not been updated.

• Initial Complaint

  Date:04/09/2024

  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.

  Mazda Financial Corporation has thoroughly disappointed me, and I'm compelled to share my exasperation. While Mazda's cars might live up to expectations, their financial arm is a different story altogether and not in a good way. If you're considering buying or leasing a Mazda, brace yourself for the potential ordeal with Mazda Financial Services. One would assume that a financial entity's fundamental aim is to streamline payment processes. Regrettably, my experience has been anything but streamlined.For over three arduous months, I've been caught in a futile loop, trying to get my car added to their online portal. Despite numerous calls and messages, the cycle of opening and closing tickets without resolution is bewildering. How can something as basic as adding a vehicle to an account for billing purposes be this complicated? The inefficacy is baffling.The "solution" provided insisting on telephone payments each month is a relic of the past that I'd hoped we'd moved beyond. Yet, here I am, dreading the monthly ritual of lengthy holds and the inefficiency of phone payments. It's 2024, and the expectation for seamless online transactions is not only reasonable but standard.The leadership or the team responsible for the website needs a thorough reevaluation. A functional, user-friendly website isn't an extravagant request; it's a basic necessity for conducting modern business. Mazda Financial Services must prioritize addressing these glaring issues if they hope to retain and attract customers. The current state of affairs is unacceptable, and profound changes are imperative for them to meet the standards expected by consumers today.

  Business Response

  Date: 04/15/2024

  April 15, 2024
  
  BBB Case: ********
  Contact Name: ***********************
  Account Number: **********
  
  The **************** of Mazda Financial Services (***) is in receipt of the complaint filed against *** regarding accessing the above-referenced vehicle account to via the *** customer website.
  
  It is always our goal to deliver best-in-class service. We understand and recognize that time is valuable.
  
  Based on the information provided to ***, *********************** is only associated with one *** account, which is referenced above. *** recognizes our customer has made multiple inquiries regarding another Vehicle Identification Number (VIN), and that account is linked to a different customer.
  
  Our records reflect that, as of February 10, 2024, our customer was able to successfully log into the *** website and establish a successful recurring payment schedule regarding the vehicle referenced above.
  
  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: 04/15/2024

  I am rejecting this response because: The response is not accurate. For the last 4+ months, I have tried to add a vehicle to my portal. Mazda continuously closes my tickets without resolving the issue. I have a new 2024 Mazda (lease) and I want to add it to my online portal, so I can pay the bill. I do not understand why this is so difficult.

  Business Response

  Date: 04/18/2024

  April 18, 2024
  
  BBB Case: ********
  Contact Name: ***********************
  Account Number: **********
  
  The **************** of Mazda Financial Services (***) is in receipt of the follow up complaint filed against *** regarding *********************** accessing the above-referenced vehicle account via the *** customer website.
  
  *** has confirmed that our records reflect that, as of February 10, 2024, our customer was able to successfully log into the *** website and establish a successful recurring payment schedule associated with the vehicle referenced above; therefore, confirming our customer does have access to the online portal and was able to add the vehicle account and successfully schedule payments.
  
  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: 04/18/2024

  I am rejecting this response because: I am writing again to express my frustration with the inability to add my new car to my online account. Previously, I had a 2021 Mazda registered, but now I have leased a 2024 model. Despite my attempts, the new vehicle does not appear in my profile. If there exists an online profile for my 2024 car, please delete it. Additionally, I request that all accounts associated with both my old and new leases be deleted. Given the persistent issues in updating my account details, I suggest resetting everything so I can start afresh. At this point, I am at a loss and see no other viable option.

• Initial Complaint

  Date:04/05/2024

  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.

  So I have owned 3 Mazdas Including the one I own now. And it will be the last one I own. Due to an error on gap insurance when my 2018 mazda cx5 was totaled and paid in full since i was not at fault. I got stuck paying $500 which was paid to Mazda financial and now It has taken over a week to get a letter corrected that needs to say paid in full and they stated they would Email it to me in a day or 2 and now they tell me theres no time frame on when they will email it to me. But yet they took the payment right away. All for a simple letter correction.

  Business Response

  Date: 04/12/2024

  April 12,2024
  BBB ID # ********
  ***************************
  Account # **********
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by *************************** regarding a correction to her credit report. First and foremost, MFS would like to thank **************** for bringing these concerns to our attention.
  
  We have requested this account report as a paid charge off as of 03/29/2024. As of the date of this response, an update has been sent to the CRAs. We ask that *************** allow at least ***** days for this update to reflect with the CRAs. Our records also show that an account status letter was sent to *************************** by email on April 8, 2024 showing her account has a $0.00 balance.
  
  Please know MFS strives for excellence in customer satisfaction and we appreciate *************************** for bringing this matter to our attention. If **************** should have any further questions, they 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:03/25/2024

  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.

  I have a car lease with Mazda Financial. I submitted a form from the *** to their office by fax on January 15, 2024 so they can submit the required documents (original title) for me to get my car registration up-to-date. They have not yet completed this task. I called back on January 16 to ensure they have received the *** form and they confirmed they received my fax.I called back in February. They said they sent out the original title to the *** on February 11. I contacted the *** on March 15 and they said they still have not received it so I called Mazda Finacial again and they said they LOST my title or never had it and they got an NEW COPY March 6 2024.I provided them with *** account so they can overnight my title to the *** by Monday March 18.Today is March 25th and it still has not been sent out yet. I called Mazda financial today to see what the status was, and I am being told again by a representative that they do not have a title to my vehicle.I am being lied to every time I call. They do not have a title to my lease with them.I pay every month for a car I cannot use.My car has been having an expired registration for months and they will not help me.Please help!!!

  Business Response

  Date: 04/01/2024

  April 1, 2024
  
  BBB Case: ********
  Contact Name: ******* *******
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the state-to-state transfer of the title for the above referenced account.
  
  On January 18, 2024, MFS requested to have the original title printed by the ************** Department of Motor Vehicles (** ***). *************** is an electronic titling state, which means their vehicle title is held electronically with the *** and a paper title is not immediately available for MFS. This request was made as a result of our customers request to transfer the title from ************** to **********. On February 9, 2024, when MFS did not receive the printed title, a duplicate was ordered. As of April 1, 2024, MFS has not received the duplicate title.
  
  MFS has been advised that the ** *** service level for a duplicate title should be six to eight weeks. Due to the fact that the expected service level has passed, several calls have been placed to the ** *** with no success. Rest assured we will continue our efforts to reach the ** *** in order to avoid requesting a second duplicate title and restarting the 6-8 week time frame.
  
  Per recent account notes, ******* ******* has advised they are no longer relocating to ********** and instead now registering in ******** We would like to provide them with a permission letter authorizing ******* ******* to register their vehicle in ********, along with a copy of ** title. To do so, we will need their current address updated on their account. This will also ensure the title is sent to the correct address once it is received.
  
  We respectfully request they call us to provide an updated address at their earliest convenience for the *** location that will work with them for registration purposes.
  
  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 (****). 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:03/05/2024

  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.

  Purchased *** insurance in June for a vehicle through Mazda Gap (don't EVER, EVER, EVER do it with these clowns). Vehicle was totaled. Am attempting to get the documents to the *** company. Have them all except an insurance check. There was NO check issued to anyone, electronic funds transfer to creditor, hence I can't send a check per their requirements. Told them the insurance company gave them a settlement breakdown with exact figures, who it was sent to, date, and that to them is not acceptable. If I have no way to obtain a check copy, how can I give them one. Their reps are ZERO HELP and a bunch of sarcastic clowns. Can't talk to a manger because "their not in today" (or anyday apparently) and we need 48 hours to call you back, what a joke. I'd like them to do their jobs and stop giving people a hard time for a service they paid for. Welcome to the 21st century, year 2024, where people do things electronically via the internet Mazda. Your snail mail methods are dirty and underhanded in hopes people will just give up, your unfair and have no scruples.

  Business Response

  Date: 03/12/2024

  March 12, 2024
  
  BBB Case: ********
  Contact Name: *****************************
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding ********************* request for assistance related to GAP insurance.
  
  We have reviewed the information provided and require additional information to resolve your concern and locate your MFS account. For us to assist you quickly please provide us with the information required below:
  
  Your account number, social security number, or last 8 characters of the vehicle identification number (VIN).
  
  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 (****). 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:03/04/2024

  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.

  Trying to get a lease with Mazda I have very good credit and it's coming up fraud but it's actually me and they don't give any reason why they don't want to ******** any other Banks want to ******** only Mazda Financial without any explanation please call me at ************

  Business Response

  Date: 03/08/2024

  March 8, 2024
  
  BBB Case: ********
  Contact Name: *********************
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding and *********************** request for financing.
  
  It is always our goal to deliver best-in-class service. We understand and recognize that time is valuable.
  
  It is important to know that 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. When credit is denied, an adverse action letter is sent to the applicant confirming the outcome of our decision. Our records further confirm that the adverse action letter sent was complete. Our decision has not changed.
  
  To best assist, we ask that ********************* please contact the dealership they visited for additional insight.
  
  We realize this may not be the response you desired, but we hope our above reply has resolved this matter amicably through explanation.
  
  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 (****). 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:03/02/2024

  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.

  March 1st, 2021 to January 1st ********************************* when it came to my finances. Mazda financial services at the time did not allow me to apply for financial assistance. I was told during the pandemic (coronavirus) that they did not offer in form of financial assistance. Later on now being financially stable I tried to dispute those late payments to Mazda, they told me they had no recollection of me wanting financial assistance. I later asked them why would the phone call be documented if you did not offer any financial assistance. I attempted to do my due diligence when it came to my payments, I was out of a job for quite some time during the pandemic and a little after. I would like my late payments to be forgiven in the sense that I did try my hardest to due right for my payments. Mazda in no way tried to help me in assisting my financial circumstances throughout the pandemic. Due to the lack of effort and not wanting to help their customers I have now left this company. Sincerely thank you for your time, I hope you can understand and I hope that within your best interests this can be resolved.

  Business Response

  Date: 03/06/2024

  March 6,2024
  BBB ID # ********
  ***********************
  Account # **********
  
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by ***********************. First and foremost, MFS would like to thank ************** for bringing their concerns to our attention.
  
  After a review of ************************* account which opened in September, 2020, MFS did provide ************** with three extensions on their regular monthly payments. The information reflected in our records is correct and we are reporting Mr. ****** account to the ********************** ****************** (CRAs) in a manner that is consistent with our records. Unfortunately, MFS is unable to accommodate ************************* request to remove the late payments currently reporting on his account as we are required to report accurate information to the CRAs.
  
  Please know MFS strives for excellence in customer satisfaction and we appreciate ***********************
  for bringing this matter to our attention. If ************** should have any further questions, they 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:02/17/2024

  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 paid off the account in full and called multiple times to ask for a payoff letter, showing a balance of zero dollars. Every phone call I continuously to be told that the request has been placed and now over six months later I still have not received the letter after calling twice a month for the last six months, I even spoke with the bankruptcy supervisor department, and since this is no longer a bankruptcy issue, they continuously bounce the calls back-and-forth between departments and request are submitted, but I am still not receiving any letter. All I want is a letter showing that I owe no money but unfortunately , Mazda has not complied with this request

  Business Response

  Date: 02/21/2024

  February 21, 2024
  
  BBB Case: ********
  Contact Name: *************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding their request for a paid in full letter.
  
  Our records reflect ************************* is the co-borrower for the above-referenced account; therefore, a paid-in-full letter was not automatically mailed to them in January 2024 when the paid-in-full letter was mailed to the primary.
  
  We have requested and obtained a paid-in full letter included here for their convenience and mailed it to their address on file.
  
  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 (****). 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:02/09/2024

  Type:Service or Repair 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.

  Since December of 2023, I have made many different attempts to contact and reconcile with Mazda Financial Services (Toyota Lease Trust) about the improper tax filling of my lease vehicle in my county of residence. After contacting my local tax office for my county (Williamson), it was discovered that they (Mazda Financial Services) did not file my lease vehicle properly - for personal use only - and my vehicle was charged the property tax of $527.64. Mazda charged me this amount. In order to get out of my lease agreement, after the terrible situation, I paid this amount.Every single contact I made with them (MFS) they ensured me that their team would be reaching out to my local tax office on my behalf, and I would eventually receive a refund for this amount. I sent their customer support the contacts at my local tax office, I mailed multiple forms at my own expense, and made multiple points of contact to get this resolved. I am no longer a customer of MFS, and I want my money back. Their improper filing of the property taxes, never disclosing this situation to customers, and expecting them to pay nearly two months worth of payments in tax is absurd, shameful, and disgusting.I will never be a customer again because of this. I would like a refund of $527.64 as soon as possible. The very fact that a car company does not disclose this tax situation, or is unable to properly deal with state taxes on your behalf, means they should never lease vehicles in that state for personal use to customers. The notes on my account with MFS should back up everything I am saying - each representative ensured me they were taking detailed notes. I can also provide the necessary contacts to the Williamson county tax office - which they already have. These large corporations could care less about their customers or people. I want my $527.64 refunded to me.

  Business Response

  Date: 02/15/2024

  February 15, 2024
  
  BBB Case: ********
  Contact Name: ***************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the Personal Property Tax charges for the above referenced account.
  
  Please know that our team members are trained to the highest standards, and Mazda Financial Services does not condone any unprofessional interactions or inappropriate behavior from our team members towards our customers. Rest assured, all phone recordings have been reviewed on your account, and any instances of unprofessional behavior discovered have been reported to the appropriate management team.
  
  Our records indicate *************************** entered into a motor vehicle lease agreement (contract) on January 10, 2022, in the **************.
  
  On April 4, 2022, MFS was notified of an address change for ***************************, indicating their address was updated from ******, *****, to **********, *****, which caused their exempt status for Personal Property Taxes to change due to an inadvertent MFS error.
  
  On November 2, 2023, MFS was charged a total of $527.64 in Williamson County personal property taxes on ********************** leased vehicle. Please know that when MFS receives personal property tax charges, they are automatically paid by MFS, and we subsequently assess this charge on the account for reimbursement from the lessee.
  
  MFS Thanks *************************** for their patience, and we are happy to share that a check will be mailed to their address on file for $527.64 for the refund of their undue personal property tax. They can expect their check in seven to ten business days.
  
  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 (****). 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: 02/15/2024

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 02/29/2024

  February 15, 2024
  "MFS Thanks *************************** for their patience, and we are happy to share that a check will be mailed to their address on file for $527.64 for the refund of their undue personal property tax. They can expect their check in seven to ten business days."
  
  It has now been 10 business days, I have not received this check, and my **** informed delivery indicates I will not be receiving it today. I have called the number listed in the reply only to be told they have no record of this check being issued. I will submit another compliant referencing this complaint below.

  Customer Answer

  Date: 03/01/2024

  Business day #**, I still have not received my check as discussed:
  
  February 15, 2024
  BBB Case: ********
  Contact Name: ***************************
  Account Number: **********
  
  "MFS Thanks *************************** for their patience, and we are happy to share that a check will be mailed to their address on file for $527.64 for the refund of their undue personal property tax. They can expect their check in seven to ten business days."

  Business Response

  Date: 03/05/2024

  March 5, 2024
  
  BBB Case: ********
  Contact Name: ***************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the Personal Property Tax charges for the above referenced account.
  
  MFS Thanks, ***************************, for their patience, and we are happy to share that a check will be mailed to their address on file for $527.64 for the refund of their undue personal property tax. We recognize that the previously given time frame has passed, and we apologize for the incorrect time frame provided. We failed to account for the hold process that needs to be completed prior to releasing their funds. This hold is due to expire on Wednesday, March 6, 2024, at which time the check will be overnighted.
  
  Our office will call *************************** with a tracking number as soon as it is available.
  
  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 (****). 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: 03/07/2024

  Once I receive this check, I will accept this resolution - not before. As of 3/7/24, I have not received this check. Once I have it, I will gladly accept the resolution and consider this matter closed. Until then, I am still awaiting my payment. Thank you for your attention to this matter.

  Customer Answer

  Date: 03/08/2024

  Hello, as of this morning (3/8) my **** Informed Delivery indicts that the reference check is not in the mail today. Referencing below, they stated that the check would be sent overnight and I would receive a tracking number - neither has happened. I am still waiting on this check from MFS.
  
  "This hold is due to expire on Wednesday, March 6, 2024, at which time the check will be overnighted. Our office will call *************************** with a tracking number as soon as it is available."

  Customer Answer

  Date: 03/08/2024

  I am rejecting this response because:   Truthfully, I have been trying to get this matter resolved since Dec of last year (when I saw the initial charge). I longer lease a vehicle with MFS because of situations like this. I have not received the check as discussed again (this is the second deadline they gave and did not honor).
  
  Please just send me my check that you acknowledge I should get.

  Customer Answer

  Date: 03/11/2024

  I accept. I actually got it today. Please consider this matter closed and resolved.

  Customer Answer

  Date: 03/13/2024

  I accept. I actually got it today. Please consider this matter closed and resolved.

  Business Response

  Date: 04/10/2024

  April 10, 2024
  
  BBB Case: ********
  Contact Name: ***************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the follow up complaint filed against MFS regarding the Personal Property Tax refund for the above referenced account.
  
  MFS Thanks, ***************************, for their follow-up correspondence. We acknowledge that the check was not overnighted, and therefore a courtesy outbound call was placed to *************************** on March 11, 2024; however, our effort was unsuccessful.
  
  Our records differ from **********************. Check # ********** in the amount of $527.64 mailed on March 6, 2024, to their address on file was cashed on March 12, 2024. We have included a front and back copy of the cashed check 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 (****). 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: 04/10/2024

  I have reviewed the business response and accept this resolution. 
  

  Got the money, resolved! Thank you

• Initial Complaint

  Date:02/02/2024

  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.

  Account No. ********** VIN: ************************************************************** CX-5 TOURING AWD I requested the payoff procedure, including the payoff quote (which has already been agreed upon at the beginning of the lease). Mazda Financial Services continues to refuse to respond with these details, pushing their dealership and other sales pitches. Also, no one from the business contacted me to resolve this complaint. The complaint remains expressly unresolved. The payoff procedure, including formalized payoff quote, is being formally requested as a part of the resolution of this case. This matter can be escalated to ************************ ************************ and also small claims court if not resolved fully and within a timely manner. Mazda Financial Services is currently withholding information necessary for the consumer to execute on their right to purchase the vehicle at the termination of the lease.

  Business Response

  Date: 02/06/2024

  February 6, 2024
  
  BBB Case: ********
  Contact Name: *******************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the request for payoff for the above refenced account. 
  
  Our records reflect that ******************************* also filed a complaint with the Consumer Financial ***************** (****) on January 21, 2024, regarding the same matter. We have completed our investigation into this matter and will provide our response via the ***** Please know that a response was provided to you on February 2, 2024. We understand the urgent nature of this duplicate request and respectfully invite ******************************* to review it via the **** portal.
  
  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 (****). 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: 02/06/2024

  I am rejecting this response because the business still refused to provide the expected information.

  Business Response

  Date: 02/07/2024

  February 7, 2024
  
  BBB Case: ********
  Contact Name: *******************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the follow up complaint filed against MFS regarding the request for payoff for the above refenced account. 
  
  Our position remains unchanged. Our records reflect that ******************************** also filed a complaint with the Consumer Financial ***************** (****) on January 21, 2024, regarding the same matter. We have completed our investigation into this matter and will provide our response via the ***** Please know that a response was provided to you on February 2, 2024. We understand the urgent nature of this duplicate request and respectfully invite ******************************* to review it via the **** portal.
  
  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 (****). 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: 02/07/2024

  The regulatory representative from Mazda Financial Services (MFS) included rather crafty language in their responses to CFPB and BBB to avoid addressing raised concerns, using formalities such as "We realize this may not be the response they desired, but we hope our above reply has resolved this matter amicably." I **have** placed phone calls from my number ************** to Mazda Financial Services (MFS) at ************ prior to raising regulatory complaints with MFS. MFS continues to pressure me into "fully [discussing my] end of lease options" more times as a way to evade allowing me to purchase the vehicle and instead to try to sell me a new Mazda vehicle. I have indicated a clear inquiry into the third option of "[purchasing] the vehicle [I am] currently driving." MFS has not provided a detailed payoff quote with accompanying payoff procedures, as is owed to the customer. Please make no mistake that additional complaint(s) are planned to be raised with  regulatory body(ies) if this matter is not expressly resolved.