Complaints

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

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  Mazda Financial Services

  6565 Headquarters Drive Plano, TX 75024

• 

  Mazda Financial Services

  6400 Main St, Suite 200 Williamsville, NY 14221

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

• Initial Complaint

  Date:01/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This happened in August. My car was taken because I had not made a payment on the car. Yes, i was going through rough times at the time that this happened but I was still making payments on the car. I was never sent a notice through the mail like a letter. I was also never emailed saying my car would be repo if i didnt pay the full amount. When I called to ask why i was told that it i didnt have the right address on file which i did and i know this because when i moved i changed my address . So i had to pay an extra **** to get my car back and with fees as well from the place that had my car. I lost days of work because of this to. All they had to do was send me a letter stating this would happen and i wouldve figured out a way to pay it. I wrote a letter in august as well and no one has contacted me back. I emailed and someone responded but when i call they dont pick up. My name is ******************************* phone number **********.

  Business Response

  Date: 01/19/2024

  January 19, 2024
  
  BBB Case: ********
  Contact Name: *******************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the repossession of their vehicle.
  
  Our records indicate that on July 27, 2023, *********************************** account was 83 days past due and subsequently approved for repossession due to non-payment. Mazda Financial Services (MFS) sent several cure notices and made numerous calls to her address and phone numbers on file, which were updated as of August 15, 2023. Our records confirm that MFS did not receive an address update notification prior to July 27, 2023. However, ******************************* did update their email and phone number several times between February 7, 2023, and March 18, 2023, via our 100% customer driven ************************** website.
  
  As reflected in the attached payment history, we did not receive *********************************** payments for the months of May, June, July, and August 2023. Consequently, her vehicle was approved for repossession. ******************************* contacted MFS on August 15, 2023 (following the repossession of their vehicle) to discuss their account, and they were provided with the past-due balance and status of their account.
  
  MFS does not communicate official matters with customers via email. Additionally, our records differ from *********************************** claim of being unable to reach MFS. On January 17, 2023, she spoke to a resolution specialist who declined reimbursement, after which she escalated to a supervisor. A supervisor called ******************************* yesterday, January 18, 2023, and left a message.
  
  By executing and signing the contract on January 19, 2022, ******************************** acknowledged that they read the entire document and agreed to all of its terms and conditions. Pursuant to the contract ******************************* signed if a customer defaults on payments, we may take possession of the vehicle as permitted by law and require our customer to pay the amounts set forth in the contract. Therefore, we respectfully decline *********************************** request for reimbursement of the fees related to the lawful repossession. We have included their contract as part of this response. Please note that our position, stating that a refund is not due, will remain the same regardless of verbal or written communication, as we have confirmed this was a valid repossession.
  
  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.

  Business Response

  Date: 01/19/2024

  January 19, 2024
  
  BBB Case: ********
  Contact Name: *******************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the repossession of their vehicle.
  
  Our records indicate that on July 27, 2023, *********************************** account was 83 days past due and subsequently approved for repossession due to non-payment. Mazda Financial Services (MFS) sent several cure notices and made numerous calls to her address and phone numbers on file, which were updated as of August 15, 2023. Our records confirm that MFS did not receive an address update notification prior to July 27, 2023. However, ******************************* did update their email and phone number several times between February 7, 2023, and March 18, 2023, via our 100% customer driven ************************** website.
  
  As reflected in the attached payment history, we did not receive *********************************** payments for the months of May, June, July, and August 2023. Consequently, her vehicle was approved for repossession. ******************************* contacted MFS on August 15, 2023 (following the repossession of their vehicle) to discuss their account, and they were provided with the past-due balance and status of their account.
  
  MFS does not communicate official matters with customers via email. Additionally, our records differ from *********************************** claim of being unable to reach MFS. On January 17, 2023, she spoke to a resolution specialist who declined reimbursement, after which she escalated to a supervisor. A supervisor called ******************************* yesterday, January 18, 2023, and left a message.
  
  By executing and signing the contract on January 19, 2022, ******************************** acknowledged that they read the entire document and agreed to all of its terms and conditions. Pursuant to the contract ******************************* signed if a customer defaults on payments, we may take possession of the vehicle as permitted by law and require our customer to pay the amounts set forth in the contract. Therefore, we respectfully decline *********************************** request for reimbursement of the fees related to the lawful repossession. We have included their contract as part of this response. Please note that our position, stating that a refund is not due, will remain the same regardless of verbal or written communication, as we have confirmed this was a valid repossession.
  
  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:01/03/2024

  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 am writing to address a critical matter concerning my lease payments and its unforeseen impact on my credit score.Throughout the entirety of my lease, I diligently maintained autopay for my payments. Unfortunately, upon extending my lease, I was unaware that autopay had been turned off. This oversight resulted in late payments, and subsequently, it has adversely affected my credit score.Given the circumstances, it's crucial to emphasize that the late payments occurred due to a lack of notification regarding the deactivation of autopay during the lease extension. I assumed, as before, my payments were being automatically processed.Regrettably, this has surfaced at a time when my family and I are grappling with the aftermath of a house fire. We are in the process of securing loans to rebuild our lives, and the impact on my credit score is posing significant challenges.I implore you to reconsider and rescind the credit reporting to alleviate the financial strain and allow me to restore the credit score I have diligently cultivated. This adjustment would immensely aid in our efforts to rebuild our lives after the devastating fire, as detailed here - *********** w/ Vista *************** | **************** | Reported chimney fire | 10:38 ***** Transmitted for confirmed fire through the roof of a 40x40 2 story wood frame per ****. ************* FAST, ******* Tanker 6, ************** Tanker 1, Vista *************** (already enroute), LVAC 45M3, Batt 13 on the assignment. ********************* 39 added to the assignment at 10:54 Your understanding and prompt attention to this matter are sincerely appreciated.Thank you.*********,*************************

  Business Response

  Date: 01/01/2024

  To whom it may concern, 

  We suggest you contact your financing entity for your vehicle to discuss options. 

  Regards

  Customer Answer

  Date: 01/01/2024

  I did reach out to Mazda Financial and they said they refused to help me.  I am asking corporate to rectify this situation and remove the notices on my credit report.  

  Business Response

  Date: 01/01/2024

  Mazda *** and Mazda Financial Services are two separate entities. All financing and account servicing are handled by Mazda Financial Services. 

  Business Response

  Date: 01/09/2024

  January 9,2024
  BBB ID # ********
  *************************
  Account # **********
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by ************************* regarding recurring payments. First, MFS would like to thank **************** for bringing their concerns to our attention.
  
  After a thorough review of *************************** account, it was determined that a three-month Lease Maturity Extension was requested during a phone conversation on September 18, 2023, as the account was set to mature on September 22, 2023. The extended monthly payments due were adjusted from $465.98 to $505.01 due to tax that was not collected at the original lease signing. Following this conversation, the September 22nd, 2023, payment was not received and was reported to the *************************** (CRAs) as 30 days past due on October 31, 2023, and 60 days past due on November 30, 2023. Billing statements dated October 5, 2023, and November 6, 2023, reflect past due amounts starting with the September 2023 payment and MFS made several attempts during the months of October and November 2023 to reach **************** by phone regarding her past due account without success.
  Unfortunately,we are unable to accommodate ****************** request to remove the information we reported 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.

  Customer Answer

  Date: 01/18/2024

  I am rejecting this response because:   *********** never told me they turned off autopay and I didnt receive statements from them stating my account was past due or any phone calls.  I have been in good standing on all my accounts and Mazda should have informed me that they were turning off autopay so I would know to manually pay each month.  As soon as I learned I paid in full.

  Business Response

  Date: 01/19/2024

  January 19,****
  BBB ID # ********
  *************************
  Account # **********
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by ************************* regarding automatic payments. Please note the original response was submitted to the BBB on January 9, ****, and our position regarding this matter remains the same. 
  
  After a thorough review of *************************** account, it was determined that a three-month Lease Maturity Extension was requested during a phone conversation on September 18, 2023, as the account was set to mature on September 22, 2023. The extended monthly payments due were adjusted from $465.98 to $505.01 due to tax that was not collected at the original lease signing. Billing statements dated October 5, 2023, and November 6, 2023, were mailed to the customer reflecting past due payments and MFS also made several attempts during the months of October 2023 and November 2023 to reach **************** by phone regarding her past due account without success. As a result, the September 22nd, 2023, payment was not received and was reported to the *************************** (CRAs) as 30 days past due on October 31, 2023, and 60 days past due on November 30, 2023.
  Unfortunately,we are unable to accommodate ****************** request to remove the information we reported 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:01/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am currently financing my vehicle through Mazda Financial Services. In April 2023, I moved from ******** to *******. In August, I contacted the business regarding the out-of-state title transfer process. On August 18th, I received the out-of-state title transfer "packet," which was a written letter from Mazda granting me permission to register my car in *******. In preparation for my appointment at the **** I switched over my vehicle's insurance policy from ** to **. On Oct. 25th, I presented the letter to the **** and they did not accept it. They said I needed the original title and gave me a formal request to mail to Mazda. On that same day, the 25th, I mailed it to their PO box for mail correspondence. On Oct. 30th, I received a letter from the ** Secretary of State notifying me that they could not verify my insurance and that my vehicle's plates would be suspended on Nov. 30th if not verified. I called Mazda to inquire about my mailed request, and they said they never received it. Between Nov. 21st and 27th, I called Mazda multiple times confirming their mailing address and fax number. On Nov. 24th, I mailed another *** request. In total, I received 4 different fax numbers and I finally was able to successfully fax over the form to the correct number on Nov. 27th. On Nov. 29th, I went to the ** *** to get a temporary license plate for the time being. I called Mazda on December 5th, 7th, and 18th to confirm that they received my request and mailed my title to the ******* ***. On all 3 calls, the customer service representative confirmed that my request was received and it was mailed through ***** It is now Jan. 3rd, and the *** has still not received the title, plus my temporary license plate expired on Dec. 30th. I am extremely frustrated and unsure what to do. The business has been so difficult, and the customer service representatives do not seem to care that I have been trying to register my car since August, 5 months.

  Business Response

  Date: 01/09/2024

  January 9, 2024
  
  BBB Case: ********
  Contact Name: *************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding their state-to-state transfer for the above referenced account.
  
  Our records match *************************** in that their state-to-state transfer request was initiated on August 16, 2023; however, MFS was not notified that the original title was needed until November 21, 2023. On November 27, 2023, MFS received their faxed copy of the original title request from the *******************************. On December 1, 2023, MFS mailed their original title to *************************************************************************************
  
  We respectfully invite ************************* to visit the ******************************** office as soon as possible to complete their state-to-state transfer. Please note that if the ******************************* states the title was not received, a duplicate title will need to be requested, and that has an estimated time frame of six to eight weeks.
  
  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: 01/10/2024

  I am rejecting this response because: 

  This title transfer issue is urgent and requires your companys prompt attention. Upon visiting the *************************************** this morning, January 10th at 8:15 AM EST, I was informed they had not received the original title that your company claimed was mailed on December 1st. If your company read the instructions carefully,you would have seen that the office requests the lienholder to provide the client with a tracking number to confirm receipt of the title. I never received a tracking number from MFS.
  This is deeply concerning, as it marks the second critical piece of mail that your company claims to have gone missing. I had previously mailed my title transfer request from the Tax Collector on October 25th, which your company claims to have not received.
  I cannot wait 6 to 8 weeks for another title request to be processed and my original title to be mailed. I am on my second of three temporary license plates and will soon be unable to legally drive my vehicle if the ************************ does not receive the original title. Therefore, I request that MFS overnight the original title to the ************************'s Office (***************************************************************) no later than Wednesday,January 17th. Please provide me with tracking information for this overnight shipment.
  

  Thank you,
  *************************

• Initial Complaint

  Date:12/12/2023

  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 had multiple leases with MFS over the past 10 years. They all expire near January-February. In most cases I have called to ask for an extension because the holidays are busy and I want to make sure I have enough time to shop around or get another lease if there are any issues in supply. Today I call. First rep tells me that because I am at about 69 days from lease expiration the computer can't process my request. Call back the day after xmas. I celebrate xmas and have plans though the first week of the new year. So I ask if there is a supervisor that *** be able to override the date because I have never had this issue. I get connected to a resolution person. He gives me the same story, and tells me this is new. People don't do anything, the computer does it. Now that I asked he has to issue me a denial based upon the fact that it is more than *********************************************************************************************** the computer. I NEVER made that request. I asked if a person could review my account and make an exception because of the holidays and that I did not want to risk that if there was an issue, I would not have sufficient time to get a new lease. I would like someone to contact me to discuss and ensure that I was not denied an extension solely because I asked for it 9-days before the computer is able to process it. Also, to see whether there is a human who can actually process the request as a courtesy given the holiday season.

  Business Response

  Date: 12/14/2023

  December 14, 2023
  
  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 an exception on their Lease Maturity Extension.
  
  Please know 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, including providing misinformation. We have reviewed all phone recordings relating to this matter and any instance of unprofessionalism discovered has been reported to the appropriate management team.
  
  Pursuant to ********************** call to MFS of December 12, 2023, and the information they previously received from our team member, the Lease Maturity Extension (***) is not an option that can be reviewed until sixty days before their maturity date; however, we invite them to contact MFS on or after Wednesday, December 21, 2023, to review their account for potential approval of an ***.
  
  Additionally, **************************** has the following options when it comes to their lease: They may purchase the lease. They may return the vehicle at the end of the lease; their current maturity date is February 20, ****. If they choose this option, we encourage them to consider an inspection to review for potential excess wear and use, and they would remain responsible for the disposition fee of $350.00 + tax. Or they may replace their 2021 Mazda CX-5 with an MFS; with this option, the disposition is waived.
  
  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 (****). 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:12/04/2023

  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 been unable to access my account for my *********************** Miata for several months. I have made numerous calls to customer service ***** over the past month, just to be told to call back EVERY.Single.Time. Depending on who answers the phone, it will be 2-3 business days, 3-5 business days or even up to 14 business days. I just called about 10 minutes ago and was told to call back tomorrow. We have explained the issue of getting the "There's an error on our end" message. We have attempted to change emails on the account, reset the password and even did some kind of report where they could see the issue. I was told I could not open a different account, but would receive a call within 2 days (on the 28th) and still no call. I'd like to be able to access my account.

  Business Response

  Date: 12/07/2023

  December 7, 2023
  
  BBB Case: ********
  Contact Name: ****************
  
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding their online access challenges.
  
  We are unable to verify an active MFS account based on the information provided by ****************; however, we would like to properly address their concerns. We ask that **************** provides additional information (such as an account number, social security number, or vehicle identification number) which can be used to identify the loan. If ************************ concerns are not based on an MFS account, we ask that they refer this complaint to the appropriate business for review/response.
  
  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: 12/07/2023

  I am rejecting this response because I refuse to call customer yet again. I've called 3 times this week alone, just for them to tell me to keep calling back. I was told to ask for a supervisor but when i did I was told we have to schedule a call. I was told IT would call me but they did not.

  ************************************************* 23072

  00 **** 1598

  2020 Mazda Miata 

  Business Response

  Date: 12/08/2023

  December 8, 2023
  
  BBB Case: ********
  Contact Name: ****************
  
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the follow up complaint filed against MFS regarding their online access challenges.
  
  MFS thanks **************** for providing their account number; this has allowed us to confirm their technical difficulties, and we are grateful for their participation in data recording to help us find the root cause of this concern for them and other customers. Rest assured, MFS is actively looking for a solution to our website; however, at this time we have no estimated time of repair. For this reason, we invite them to contact us for any needs they may have.
  
  Please note that a supervisor callback was requested on December 6, 2023, and is pending within our service level. Additionally, our IT team is internal and not phone-based or available to our customers directly.
  
  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:11/29/2023

  Type:Sales and Advertising 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 purchased a 2012 ****** Cube and financed with Mazda financial. The finance was for 6 years. After over 4 years of on time payments , living in the same place for over 35 years , having full coverage insurance. Mazda financial, without a phone call , email , text and the car having equity, had the car repossessed. No contact , no mediation, no phone call, text, email, no nothing. They are preditors taking advantage of people. Profiting from people. Everyone should know and never use them to finance their cars .

  Business Response

  Date: 12/06/2023

  December 6, 2023
  
  BBB Case: ********
  Contact Name: *********************
  Account Number: **********
  
  The **************** of Mazda Financial Services (***) is in receipt of the complaint filed against *** regarding the concerns related to a repossession of the above-mentioned vehicle. 
  
  After a thorough review of the account, our records do not match those of our customers. Collections activity began in April 2023. *** made many attempts to reach our customer by phone, but we were unsuccessful. Our customer was also sent billing statements every month to the address in the *** system,which matches the address the customer provided in this complaint.
  
  On February 7, 2023, April 11, 2023, and June 13, 2023, cure notices were sent to our customers address, giving them the opportunity to contact *** and rectify the past-due account status.
  
  As of September 12, 2023, the account was more than 90 days past due, and the vehicle was repossessed from the customers home. *** has continued to provide our customer with correspondence and the opportunity to bring the account current, including sending a Notice of Our Plan to Sell Property the day after the vehicle was repossessed on September 12, 2023.
  
  We realize this may not be the response 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:11/24/2023

  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.

  My account was paid off and Mazda refuse to provide me with a confirmation of letter of no interest so I can finalize my negotiations with their client.

  Business Response

  Date: 12/01/2023

  December 1, 2023
  
  BBB Case: ********
  Contact Name: ***********************
  Account Number: **********, **********, **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding your concerns associated with the above-mentioned vehicle account.
  
  After a thorough review of all three accounts, our records reflect that ************* Motors LLC, d/b/a Empire Mazda of Huntington, paid all three accounts in full;therefore, our customer will need to contact the dealer regarding their request.
  
  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.

  Customer Answer

  Date: 12/01/2023

  I am rejecting this response because:   Mazda financian service failed to give me an option in writing of a payoff amount of the vehicles in questions and a thrid party purchased the vehicle without my authorization when I hold title and ownership of the debt as they reflected as paid off written off as profit and loss. I was not given an opportunity to reinstate my account and violated my privacy by disclosing personal information to the dealership 

  Business Response

  Date: 12/18/2023

  December 18, 2023
  
  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 above-mentioned vehicle account.
  
  After an additional review of the account and our records, our position remains the same. Our records reflect that ************* Motors LLC,d/b/a Empire Mazda of Huntington, paid all three accounts in full; therefore,our customer will need to contact the dealer regarding their request. MFS will accept payoff funds as received from a dealership; we do not need the customer's authorization.
  
  Additionally, MFS sent billing statements from December 7, 2022,to October 9, 2023, which included a clause with instructions to contact MFS to obtain payoff instructions. Our Collections team also attempted to contact our customer multiple times after the account became past due, in which payoff instructions would have also been discussed had our customer answered our calls.
  
  Lastly, MFS did not violate any privacy regulations, as stated by the customer. By signing the contract and ********************** application, the customer provided their information to the dealership.
  
  The dealership is the best resource to assist our customer. They will need to reach out to the dealership directly to resolve their concern.
  
  We realize this may not be the response 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:11/06/2023

  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 leased Mazda CX-5 on March 4th, 2022 and set up recurring payments for Mazda Financial Services with a start date on 09/04/2022 and no end date. I received an email confirmation about this setup. However, auto recurring payments stopped after a one-year ***** automatically, on March 4th 2023. This was stopped from Mazda Financial Services' website and nowhere on the website or in terms and conditions is there a copy that states/explains this setting.I received an email regarding this 5 months later dated Aug 22nd, 2023 that my auto-recurring payments have stopped, after my car was repossessed (evidence of an email dated 5 months late is available).The update of my recurring payments being stopped by Mazda Financial Services was not brought to my attention - neither through email or post mail or phone call. I was completely blind-sided by this. I received no communication regarding this payment issue. As a result, I was unaware that my payments were not going through. This went on for 4 months without any communication with me regarding my payment activity and my car was repossessed resulting in heavy penalties amounting upto $1,030 (including repossessing fees $750, penalties $145 and late charges $135). Not just that, this will also result in a huge dent on my credit score and will negatively impact all my future decisions. I urge and request you to investigate this issue and consider a fair rectification in my favor. This is a fault from Mazda Financial Services and I am made to pay for their technical and communication mishaps. They have admitted that the fault is from their end but they are unable to help me and asked me to mail Toyota Financial Services, which I did but to no avail. I am profusely disappointed.

  Business Response

  Date: 11/10/2023

  November 10, 2023
  
  BBB Case: ********
  Contact Name: *********************
  Account Number: **********
  
  The **************** of Mazda Financial Services (***) is in receipt of the complaint filed against *** regarding the above-mentioned vehicle account.

  Our records indicate that on September 4, 2022, a recurring payment schedule was successfully initiated via the *** website. The *** website is 100% customer driven and our customer scheduled payments to end after March 6, 2023. Payments were successfully pulled and posted to the referenced account through March 6, 2023. In addition to monthly billing statements mailed to the customer, as of May 5, 2023, a ********** Notice of Debt Validation was mailed to the system address to notify the customer that the account was past due. Additional correspondence, a ********** Right to Cure Notice, was mailed to the system address on May 19, 2023. 

  *** also made numerous calls to *********************** phone number on file. Our records reflect that as of April 20, 2023, we began our attempt to reach our customer by phone to notify them of the past due account status, followed by 31 (thirty-one) additional attempts through June 27, 2023. As of June 28, 2023, *** began leaving voicemails for the customer through August 18, 2023.

  As of June 27, 2023, the account was 84 (eighty-four) days past due, the vehicle was then approved for repossession. On August 17, 2023, after numerous failed attempts to reach the customer and no action taken on the customer's part to contact *** to make arrangements to bring the account current, the vehicle was repossessed.

  Pursuant to the lease contract ********************* signed for the referenced vehicle, if a customer should default on payments, we may take possession of the vehicle as permitted by law and require our customer to pay the amounts set forth in the contract.
  We realize this may not be the response 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:10/26/2023

  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 bought the new vehicle from Mazda * Date of vehicle bought was 7/15/2023 with VIN ***************** * I was not happy with vehcile so I ask for the return and the Dealership did not accepted the return * I traded in a Vehicle with ***** Dealership somewhere around Aug 15 * I applied for a refund of all the services I bought I got all the money but Mazda Finance has been holding the following money: * $850 for * $600 for lojack the equipment is still with me and no one contacted me on this.I am trying to understand why such a long delay as a customer I instantly gave money to them, I have the right to receive all my money back, as trade-in money was already realized by ***** Finance as soon as I sold the vehicle in lost to them.

  Business Response

  Date: 10/27/2023

  October 27, 2023
  
  BBB Case: ********
  Contact Name: *****************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding your request for the status of a Lojack refund.
  
  After a thorough review of the account, the requested refund for Lojack is not an MFS product. We have determined we are not the proper party to address this matter as ******* **** is a third-party providing the service.We respectfully request that our customer contact the provider or the dealership, El Dorado Motors, for assistance. The providers telephone number is ************** or ***********************.
  
  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.

  Customer Answer

  Date: 10/31/2023

  I am rejecting this response because:   

  I called the Number and they stated that I should contact the Mazda Dealer Ship, then I called Mazda Dealership they said contact the Recover D the NO you gave.

  If I do not receive favorable reply or refund of my $600,Mazda is making me fool as I have been calling all those numbers.

  Please let me know if you deal the case else I should proceed with legal case against Mazda.

  Thanks
  

  *****************

   
  

  Business Response

  Date: 10/31/2023

  October 31, 2023
  
  BBB Case: ********
  Contact Name: *****************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the follow-up complaint filed against MFS regarding your request for the status of a Lojack refund.
  
  After a thorough review of the account, our reply remains the same. Mazda is not the provider of the product for which our customer is requesting a refund. As Lojack is not an MFS product. We have determined we are not the proper party to address this matter as OpenTV, Inc.is a third-party providing the service. We respectfully request that our customer contact the provider or the dealership, El Dorado Motors, for assistance. The providers telephone number is ************** or ***********************.
  
  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.

  Customer Answer

  Date: 11/01/2023

  Hello Mazda,

  How about my GAP insurance money, its being 2 months passed and I have not received any refund for that it is also about $850.

  Along with $600 for Lojack which you are not returning, I have above money has to be returned. contact many times dealership they said they proceed it but after calling GS Admin they are saying they sent the money to dealership.

  I am really shocked what my money is doing with you.

  Thanks

  *****************

   
  

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mazda kept an account that was closed on file even though I had accidentally used it before over the phone and had it returned. Because this is a checking account it takes 5-7 days to be returned and another week to finally alert me. In this time frame I ended up going 31 days late and they refused to take off the credit **** on my report. I made every effort to make the payment and subsequently called back immediately when they called and made a payment with a debit card which gives you immediate feedback if it went through. Mazda Financial refuses to consider any removal of late payments under any circumstances and now that I see they are part of Toyota Financial it all makes sense because they are horrible as well.

  Business Response

  Date: 10/23/2023

  October 9, 2023
  BBB Case # ********
  *****************
  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 thorough review of ***************** account, We have determined that the information reflected in our records is correct and we are reporting ************ 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 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.