Complaints

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

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  Mazda Financial Services

  6565 Headquarters Drive Plano, TX 75024

• 

  Mazda Financial Services

  6400 Main St, Suite 200 Williamsville, NY 14221

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

• Initial Complaint

  Date:09/19/2023

  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.

  623(a)(6). If a furnisher learns that it has furnished inaccurate information due to identity theft, it must notify each consumer reporting agency of the correct information and must thereafter report only accurate information as in in accordance with FCRA 605B That this account is being furnished on my credit report twice under the same vin number and this is a serious offense. I reported that the car was broken into that my electronic data and information was stolen I reported to that to them and they took no account they have reported me being late although I made payments even after suffering a ****** loss. Because I am a victim of identity theft my information is on the dark web phone numbers emails and the phones are all hacked when I called back theh let me know that they didn't have recollection of the call there was no claim number I am experiencing the worst kind of tradegey loosing your identity and having items on your consumer report that need to be removed. This is one of them as a consumer I have a right to only pay for the financial obligations that I credit now reviewing the two financial obligations they are both under the same vin number applying to the same car I can no longer pay for theft I have to have this lease taken off of my consumer report immediately it is causing me to be denied credit and the car as I explained is entirely hacked into it has been robbed in over 5 times it's dangerous and the vehicle identity is thoughly compromised

  Business Response

  Date: 09/26/2023

  September 26, 2023
  BBB ID # ********
  ***************************
  
  
  Mazda Financial Services (MFS) is in receipt of the complaint filed by *************************** regarding her concerns with Identity Theft and inaccurate credit reporting.

  
  We are unable to verify the account based on the information provided; however, we would like to properly address ************** request. Please provide additional information (such as the account number or vehicle identification number/VIN) which can be used to identify the loan details. 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:09/12/2023

  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.

  Mazda Financial Services mobile app has charged me $750.42 on September 7th 2023. This payment on my **** of America account did not adhere to the scheduled payments on the 28th of every month. I called Mazda support and told me that they cannot issue a refund. This payment transaction has happened twice on my account without resolve. I would like for this business to refund me the charge on my account and to prevent their system from illegally charging my account.

  Business Response

  Date: 09/13/2023

  September 13, 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 refund.
  
  Our records indicate that ******************************* registered for an online profile on February 10, 2023. On April 26, 2023, and May 28, 2023,scheduled payments were attempted; however, both payments were returned due to insufficient funds. These incidents coincide with their claims of previous payment issues. Concerning the payment of August 28, 2023, our records show that they contacted us on September 8, 2023, and the refund was successfully processed electronically. Therefore, we respectfully decline any additional refunds. We kindly request that they confirm with their bank the expected time frame for the refund to appear in their account, typically within three (3)-five (5) business days. Furthermore, our MFS website and application are entirely customer-driven, and we have not identified any internal or technical errors that would account for the duplicate payments mentioned earlier.
  
  We also suggest that ******************************* explore alternative payment methods, such as contacting our customer experience center, making payments by mail, or utilizing their bank's bill pay service.
  
  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 respond 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: 09/14/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/05/2023

  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 no access to their website after many attempts to correct by talking with multiple agents. It is difficult not being able to have access to my account via their website. I ask for a resolution to be able to access my account.

  Business Response

  Date: 09/15/2023

  September 15, 2023
  
  Contact Name: *****************************
  Account Number: **********
  The **************** of Mazda Financial Services (***)is in receipt of the review submitted by *****************************, regarding their dissatisfaction with the service received from the *** website.
  We regret to learn of the recent experiences as they relate to the *** website, website payments, and the ************** on the vehicle account referenced above. We thank our customer for bringing their concerns and experiences to our attention so that we have the opportunity to improve.
  Please know a helpdesk ticket has been submitted as of the date of this response for review of the website provisions, access,and functionality for our customer. We respectfully request that our customer allow 710 business days for a resolution to be provided.
  In the meantime, we do ask our customer to consider using an alternative payment method, such as the *** automated IVR system, calling in to our customer experience center at the number below,paying by mail, or their ******************* pay.
  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 respond 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:09/05/2023

  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.

  Transaction Date: 6/1 Auto pay schedule has not been extended along with lease maturity extension process causing negative reporting and significant decrease in credit score. Rep has failed to explicitly inform client of cancellation of auto pay. Client was not informed via email of late payments and this is a reflection of poor processes and ineffective customer service and communication. Note that auto pay was cancelled prior to lease maturity date, which is 6/1. Also note that customer has been consistently making payments on time for the life of lease.

  Business Response

  Date: 09/07/2023

  September 7, 2023
  BBB ID # ********
  ***********************
  Account # **********
  
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by *********************** regarding recurring payments. First and foremost, 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 May 26, 2023, as the account was set to mature on June 1,2023. The extended monthly payments due were adjusted from $290.00 to $309.21 due to tax that was not collected at the original lease signing. Following this conversation, the June 1st, 2023, payment was not received and was reported to the *************************** (CRAs) as 60 days past due on July 31, 2023. MFS made several attempts during the months of June and July 2023 to reach **************** by phone regarding her past due account without success.
  

  **************** made contact with MFS on August 9, 2023, and expressed concerns that her credit was impacted due to misinformation provided to her during her May 26th phone call with MFS. A call review was performed, and it was determined that an MFS agent advised *********************** to check her recurring payments and make sure they were coming out successfully as her original recurring payment schedule had ended when the last contractual payment was due on the account on May 1, 2023.
  
  Unfortunately,we are unable to accommodate Ms. ******* 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: 09/11/2023

  I am rejecting this response because:  I had set up the recurring payment throughout the lease term which was 36 months, on time payments without fail. However, Mazda decided to cancel the auto pay at time of lease extension and the ******* did not advise that auto pay have been canceled. To complicate the process further, ******* advised that I ensure I return to the site and cancel auto pay even after the lease reaches its maturity date.  Also, I did not receive any emails regarding missed payments. I am also attaching the note posted on the Mazda site which states that account user must return to the site and disable auto pay after lease ends.  Clearly, instructions and messaging do not align with the customer process.  

  Business Response

  Date: 09/12/2023

  September 12,2023
  BBB ID # ********
  ***********************
  Account # **********
  
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by *********************** regarding recurring payments. Our position regarding this matter remains the same.
  
  As stated in our previous response, After a thorough review it was determined that a three-month Lease Maturity Extension was requested during a phone conversation on May 26, 2023, as the account was set to mature on June 1,2023. The extended monthly payments due were adjusted from $290.00 to $309.21 due to tax that was not collected at the original lease signing. Following this conversation, the June 1st, 2023, payment was not received and was reported to the *************************** (CRAs) as 60 days past due on July 31, 2023. MFS made several attempts during the months of June and July 2023 to reach **************** by phone regarding her past due account without success.
  **************** made contact with MFS on August 9, 2023, and expressed concerns that her credit was impacted due to misinformation provided to her during her May 26th phone call with MFS. A call review was performed, and it was determined that an MFS agent advised *********************** to check her recurring payments and make sure they were coming out successfully as her original recurring payment schedule had ended when the last contractual payment was due on the account on May 1, 2023.
  
  Unfortunately,we are unable to accommodate Ms. ******* 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:08/23/2023

  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 leased a Mazda from ****** Mazda (**********) for two years. Towards the lease end, I decided to buy my Mazda, so I obtained a payoff quote of $22,322.80 online, which was good through 5/21/23; IT SAID THAT I WOULD RECEIVE TITLE ONCE I PAID THIS AMOUNT. I paid $22,322.80 online on 5/19/23. However, I never received any lease end paperwork or my title, and my account still shows as active and is incurring charges. The ************ automated system told me to contact ****** Mazda, but ****** told me to contact ************ because I live in DC and paid off my Mazda online. Because customer service at ************ is closed on the weekend (making it virtually useless for anyone with a traditional job), I emailed Mazda, and on 7/25/23, Mazda responded by email and told me to call ************. I called ************ on 8/15/23 and spoke to *******. She told me that I need to fill out paperwork, that paying for my Mazda wasnt enough. She told me that, because I live in DC, she cannot mail the paperwork to me; I must go into a dealership to complete it. There are no Mazda dealerships in DC. On 8/18/23 and 8/19/23, I spoke with two people, including ****, at the closest Mazda dealership, ******* ***** Mazda (Virginia), and both of them said that there is nothing they can do to help me. **** told me that there is no paperwork and that I should have received title as soon as I paid for my Mazda in May. I then spoke with **** at Passport Mazda (********) on 8/19/23, and after speaking with the District Director, **** told me to call ************ on Monday (the lease end date) to request that Mazda mail the "lease buyout contract" to me; that the dealership cannot help me with the paperwork because I already paid Mazda. Of everyone that I spoke with, **** was the most helpful. In conclusion, Mazda Financial Services has given me the run around - to justify charging me additional amounts AFTER I paid for my Mazda.

  Business Response

  Date: 09/05/2023

  September 5, 2023
  
  BBB Case: ********
  Contact Name: *******************
  Account Number: **********
  
  The **************** of Mazda Financial Services (***) is in receipt of the complaint filed against *** regarding the request for the status of the title connected to the above-mentioned vehicle account.
  
  We have thoroughly reviewed the account, and due to an inadvertent error, the payoff of $22,322.80 received on May 19, 2023, made online via the *** website, was refunded to our customer as of August 21, ******** customer then, as is required in their state, completed the purchase of the vehicle with Passport Mazda.
  
  As of Thursday, August 31, 2023, TFS has confirmed that *** delivered the title to Passport Mazda in ********, ** via tracking number:1Z2016R31361957812. We respectfully ask that our customer follow-up with the dealership for the title to the vehicle.
  
  *** will send documentation confirming the account status is paid in full and closed to the system address for our customer to retain for their records.
  
  *** is happy to have the opportunity to earn ********************* business, and we hope to have the same opportunity in the future. Additionally,weve sent a token of our appreciation under a separate cover.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern,please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (****). 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: 09/13/2023

  On 8/21/23 at 8:36am Eastern, I again called ************.  I told the agent who answered my call everything described in my BBB complaint.  The agent told me that its impossible to make a payoff online.  However, it was possible to make a payoff online on 5/12/23, the date that I obtained the payoff quote.  The agent told me that my only option was for her to refund my 5/19/23 payment of $22,322.80 (i.e., the payoff amount provided in the payoff quote), then go to a dealership and repay this amount and complete the paperwork.  I do not recall the agents name.
  
  On 8/26/23, after the money had been refunded to my bank account, I went to Passport Mazda (********) and made a payment of $22,577.18 (the $254.38 increase was incurred between 5/19/23 and 8/26/23 because Mazdas actions) and completed the paperwork.  I completed my DC vehicle inspection on 9/8/23 and am waiting to receive my title and license plate.
  
  ******************* attempted resolution is inadequate.  Mazda mailed me a $200 gift card, which is $54.38 LESS than the increase in the payoff amount that resulted from Mazdas actions.  It also does not account for the foregone interest that I lost because the $22,322.80 was sitting in Mazdas bank account rather than my savings account (which earns 4.3%) between 5/19/23 and 8/21/23.  Moreover, it does not compensate me for the time that I wasted attempting to resolve the issue (e.g., multiple calls to ************, calls to dealerships, etc.).

  Customer Answer

  Date: 09/13/2023

  I am rejecting this response because:   

  On 8/21/23 at 8:36am Eastern, I again called ************.  I told the agent who answered my call everything described in my BBB complaint.  The agent told me that its impossible to make a payoff online.  However, it was possible to make a payoff online on 5/12/23, the date that I obtained the payoff quote.  The agent told me that my only option was for her to refund my 5/19/23 payment of $22,322.80 (i.e., the payoff amount provided in the payoff quote), then go to a dealership and repay this amount and complete the paperwork.  I do not recall the agents name.
  
  On 8/26/23, after the money had been refunded to my bank account, I went to Passport Mazda (********) and made a payment of $22,577.18 (the $254.38 increase was incurred between 5/19/23 and 8/26/23 because of Mazdas actions) and completed the paperwork.  I completed my D.C. vehicle inspection on 9/8/23 and am waiting to receive my title, registration, and license plate.
  
  ******************* attempted resolution is inadequate.  Mazda mailed me a $200 gift card, which is $54.38 LESS than the increase in the payoff amount that resulted from Mazdas actions.  It also does not account for the foregone interest that I lost because the $22,322.80 was sitting in Mazdas bank account rather than my savings account (which earns 4.3%) between 5/19/23 and 8/21/23.  Moreover, it does not compensate me for the time that I wasted attempting to resolve the issue (e.g., multiple calls to ************, calls to dealerships, etc.).

  Business Response

  Date: 09/19/2023

  September 19, 2023
  
  BBB Case: ********
  Contact Name: *******************
  Account Number: **********
  
  The **************** of Mazda Financial Services (***) is in receipt of the additional correspondence regarding the payoff process connected to the above-mentioned vehicle account.
  
  We regret to learn our customer is dissatisfied with our previous response; however, based on our review of the account, our position remains the same.
  
  As a reminder, the *** website is 100% customer driven. Our customer did request a payoff quote on August 15, 2023. The verbiage on the payoff quote specifically reads, "If you are interested in purchasing your leased vehicle, call our *************************** at ************** to obtain the additional documentation and information needed to complete the purchase. The vehicle will be sold AS IS, WHERE IS."
  
  Additionally, on August 2, 2023, the customer was sent additional correspondence, and the verbiage does specifically state, "If you havent already done so, please contact ****** MAZDA at ************ today to start the lease-end process."
  
  The $200 gift card was provided as a courtesy. Due to the inadvertent error on the customers behalf, the account is not eligible for a refund or compensation for unearned interest. No further compensation is available.
  
  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:08/18/2023

  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.

  ** May my Mother ** Law passed and we had to pay for her funeral expenses etc. I called Mazda to see if I could get an extension on my loan for **** 's payment and theysaid they could do it for **** and July under the circumstances. However when I got the paperwork it was already passed the due date on the paperworl. I and my Father ** Law filled out the paperwork and sent it in. Then I and my FAther ** Law got a letter from Mazda stating the loan was in default. So I called Mazda and spoke with ******, He stated he would ***** the extension and send the paperowrk both by physical mail and email. He also stated not to worry about the letter that the system is automated and sends them out. So I then asked if our credit would be affected and he stated no because the extension was *****ed. However on Thursay August 10th 2023 I and my Father ** Law were notified there was a hit of 100 point taken on each of our credit reports. I don't know how that is legal being we were *****ed an extension until August 14th 2023. As you can imagine my Father ** Law and I were extremely upset especially right after losing my Mother ** Law and his wife. I called Mazda on Friday August 11, 2023 and was sent to the resolution center. **** took the call and after much discussion defended Mazda saying it was with their right? We called back to speak with a manager and was told they would contact us today August 14, 2023. However we have heard nothing. So I am filing complaints with you as well as the ************************** This shouldn't have happened, All I want is for our credit reports to be given back the 100 points they took from us for no good reason. Also **** did verify they received the new extension on Friday August 11, 2023. So again they had the extension in time before August 14, 2023 and chose to report to the credit beurau before the extension due date.

  Business Response

  Date: 08/23/2023

  August 23,2023
  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 Ms. **** for bringing their concerns to our attention.
  
  After a thorough review of ****************** account, our records show that a two month extension was requested and granted on June 14, 2023 for Ms.***** June 2023 and July 2023 payments. Per state requirements, a signature was required prior to processing the extensions, and an Extension Agreement was sent by mail to Ms. **** at her request. This Extension Agreement stated that in order to be effective, it must be signed, dated, and returned to Mazda Financial Services by June 28, 2023. This request remained open through this date, but was ultimately cancelled on July 12, 2023 as the Extension Agreement had not yet been returned to MFS. On July 25, 2023, MFS did receive the signed Extension Agreement from ***************** but were unable to process the extensions on the account as the Agreement had expired. A letter was sent notifying Ms. **** that the request was unable to be processed.
  During a phone conversation with ***************** on July 31, 2023,another request was granted for a two month extension for the June 2023 and July 2023 payments. The Extension Agreement was emailed to Ms. **** as requested. This Extension Agreement was signed and returned to MFS on August 14,, 2023 and processed to the account the following day. Our records indicate when MFS received Ms. ***** signed Extension ********** Ms. ***** account was more than 30 days past due for the June 2023 payment. A signed Extension Agreement must be received prior to the extended payment becoming *************************** order to prevent it from being reported to the *************************** (CRAs).
  Unfortunately,we are unable to accommodate Ms. ***** 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 Ms. **** 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: 08/23/2023

  I am rejecting this response because: For one Mazda is lying. Above I have sent copies of both the fax receipt and the tracking information for the physical extension agreement that was sent. The fax one was received on Friday August 11th and the physical document was received on Saturday August 12th not August 14th as they are stating. Secondly they are not offering any resolution to this situation. They are in the wrong. All I'm asking for is mine and my Father ** Law's credit to be restored. I have also wrote and sent a letter to both the Presidnet of Mazda Financial Services as well as the *** Me and my Father ** Law are damaged now. With them hitting his credit for 100 and mine for 80 when I was told it would be affected because we were within the extension until August 14th the dead line. Our credit was hit on Thursday August 10th before the extension deadline. No matter how they try to look at it, they are in the wrong. Since that time we have not heard anything more from Mazda eventhough we were supposed to be hearing from a manager by the name of *********************. Basically they are just dodging this hoping it will all go away and it won't go away until they correct their mistake.

  Business Response

  Date: 08/24/2023

  August 24, 2023
  
  BBB Case: ********
  Contact Name: **********************;
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding credit reporting.
  
  Our records reflect ***************** also filed a complaint with the Attorney General (AG), on August 22, 2023, regarding the same matter. We have begun our investigation into this matter and will provide our response via the Attorney General. Please know, a response will be provided to them on or around September 6, 2023. We understand the urgent nature of this duplicate request, and we appreciate their patience while we review the concerns.
  
  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 respond 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: 08/25/2023

  I am rejecting this response because:   it is offering no resolution.  Yes I also did refer this matter to the Attorney general's office because what they did was wrong and I believe against the law. So far no resolution has been offered by Mazda.

• Initial Complaint

  Date:08/07/2023

  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.

  suv paid off by eleltionc process from bank over17 k asik twice for payoff letter today they refuse holding funds why ck was not sent can sell suv tilliget letter politics in pay acct shows 0 balance acct ********** cx5 mazda

  Business Response

  Date: 08/08/2023

  August 8, 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 a paid in full letter for the above referenced account.
  
  Our records reflect ******* *************************** also filed a complaint, with the Consumer Financial ***************** (****), on July 28, 2023, regarding the same matter. We have begun our investigation into this matter and will provide our response via the ***** Please know, a response has been provided to the **** on August 7, 2023. We understand the urgent nature of this duplicate request, and we appreciate their patience while we reviewed the concerns.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to respond 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:08/04/2023

  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 spent literally hours with MFS representatives on the phone trying to obtain a dealer payoff quote. Nearly 10 incorrect copies were generated despite clear instructions, and due to the associated lead time to generate "custom" letters I had to extend my lease by three months, paying over $1000 for car and insurance. Meanwhile, the used car market has been declining, knocking off $3,000 in resale value.

  Business Response

  Date: 08/15/2023

  August 15, 2023
  
  BBB Case: ********
  Contact Name: *************************;        
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the payoff quote, for the above referenced vehicle.
  
  MFS thanks ************************* for bringing their experience to our attention. Rest assured, their account has been reviewed, and any areas of opportunity have been assessed by a supervisor.
  
  In response to their request, we have attached the 3rd party dealer payoff, which is needed to complete their security deposit refund.
  
  Our records indicate that MFS received check # ********* in the amount of $12,799.89 from Echo Park Automotive. However, as of the date of this response, MFS is missing their Dealer Resale Certificate (DRC) and the duration of the payoff needed to close the account. A letter and an outbound phone call have been made to the dealership. The remaining payoff amount of $2,250.00 represents the same amount as *************************** security deposit. If they would like to have this amount applied to close their account, they should contact us at the number below. If our customer prefers, the dealership may pay the missing amount which would cause a refund of the security deposit to our customer. That arrangement would need to be reviewed by our customer with Echo Park Automotive directly.
  
  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 respond 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: 08/15/2023

  August 15, 2023
  
  BBB Case: ********
  Contact Name: *************************;        
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the payoff quote, for the above referenced vehicle.
  
  MFS thanks ************************* for bringing their experience to our attention. Rest assured, their account has been reviewed, and any areas of opportunity have been assessed by a supervisor.
  
  In response to their request, we have attached the 3rd party dealer payoff, which is needed to complete their security deposit refund.
  
  Our records indicate that MFS received check # ********* in the amount of $12,799.89 from Echo Park Automotive. However, as of the date of this response, MFS is missing their Dealer Resale Certificate (DRC) and the duration of the payoff needed to close the account. A letter and an outbound phone call have been made to the dealership. The remaining payoff amount of $2,250.00 represents the same amount as *************************** security deposit. If they would like to have this amount applied to close their account, they should contact us at the number below. If our customer prefers, the dealership may pay the missing amount which would cause a refund of the security deposit to our customer. That arrangement would need to be reviewed by our customer with Echo Park Automotive directly.
  
  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 respond 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: 08/15/2023

  I am rejecting this response because:   Several of your representatives assured me that I would receive the security deposit with the paperwork issued; kindly release my security deposit to me and please work directly with the dealership to close out the account. All of the paperwork provided by your team was indicated to me by your representatives to result in a security deposit returned to me, and that is why I accepted the specific deal/numbers I was given. Having me work with the dealership adds to the significant time your team has already taken (as described in original complaint) and may result in lost monies that your team indicated would be mailed to me.

  Business Response

  Date: 09/07/2023

  September 7, 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 return of your security deposit.
  
  Our position remains the same. The account remains open, and no security deposit refund is available at this time. Once the account is closed, should the funds remitted satisfy the account, we will refund the security deposit.
  
  We confirm ************************* signed an agreement with ********************, the dealership that is attempting to purchase the vehicle, which reads, I also agree if the payoff amount listed above is higher, I will pay the difference to *******************. We have attached a copy of the above-mentioned agreement to this response.
  
  The funds received in the amount of $12,799.89 do not satisfy the contracted payoff amount. In order to close the account ************************* will either need to request that the dealership pay the additional amount, and then reimburse them directly, or authorize the application of the security deposit to close the account.
  
  This will require actions on the part of our customer. They will either need to contact the dealership to arrange the first option or contact Mazda at the contact information below to request that the security deposit be applied to the payoff.
  
  In order to fully close the account MFS must also receive the Dealer Resale Certificate (DRC) in addition to our customer selecting one of the above options. If ************************* elects neither option, the remaining option could be to request that MFS refund the payoff to the dealership to allow our customer to continue their lease with ******************.
  
  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 respond 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:08/01/2023

  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.

  Vehicle was paid off 7/11/23. PennDOT indicated that upon payment in full, lienholder (MFS) is immediately notify PennDOT. PennDOT indicated upon receipt of notification by lienholder ******* will immediately print and mail Title to the customer. 2 Weeks have passed and the Title has not been received. Unable to reach MFS through their posted 800 number, "staff is currently in a meeting". Wrote MFS and no response has been received. I am unable to sell my vehicle and vehicle has lost $3000 value as it is a convertible and there is seasonal pricing to convertibles.

  Business Response

  Date: 08/08/2023

  August 8, 2023
  
  BBB Case: ********
  Contact Name: ***************************
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the request for the status of a title to a vehicle.
  
  After a thorough review of the account, we are unable to locate an account associated with this request.
  
  MFS is unable to assist. We have determined we are not the proper entity to address this matter. The correct party can be reached directly using the following information:
  
  Mazda Capital Services (MCS): Loan: ************* or Lease: **************
  
  Mazda ******** Credit ***** Credit Prior to Mazda Capital Services): ************
  ***************** ***** Bank N.A.
  ATTN: ******** P.O. BOX 901098
  **********, ** 76101-2098
  
  Additionally, the correct phone number to contact Mazda Financial Services is ************.
  
  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: 08/15/2023

  I am rejecting this response because:   This is just another example of how poorly you manage your accounts. Attached is the first invoice/statement you sent for my vehicle. Clearly I had an account there and clearly my earlier statements regarding how poorly you manage your accounts is correct. My final payment was reversed a few times before the account was close and I was locked out of my online account. 

• Initial Complaint

  Date:07/24/2023

  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 finance cannot find my lease buyout documents or the cashiers check and multiple calls to support have not helped.I am buying out a lease and per Mazda's instructions the paperwork had to be faxed or mailed to them, there is not option to pay online. I mailed the paperwork, because the check for the purchase had to be mailed anyway. I sent a a cashier's check and the paperwork overnight through the ***** (I originally tried to send ***** so I could require a signature, but Mazda requires this to be sent to a PO Box so Fed Ex is not an option).I received confirmation of delivery the morning of Friday, July 14th. I called Mazda Finance on Monday to confirm they had everything they need and there was no other action items on my end, I was told they don't have the paper work and it will take a day to be uploaded to the system. So I asked what to expect as far as communication from them and finalizing the process. I was then told, well the paper work will be uploaded in a day or two and then it will take another ten days to process everything. That is not what I was originally told and it is no where in the documentation for the process. I called back the next day, was told they still don't have it. Agent asked for the tracking number to confirm it had arrived, she looked it up and said she could see it was delivered. Another 24 hours, I call back and I am told they don't have it and the tracking number doesn't work. Escalated to a resolution specialist who wants the tracking number again. Apparently the agent sent the wrong number. Now I am told it will take five days to get it in the system and the only thing they can do is put in a request for some team to try and find it. I have asked for a written confirmation that they have lost the paper work and so I will not incur any additional fees if it takes them past the deadline to resolve this. Resolution specialist can't provide that so I was transferred to a supervisor, but no one answers.

  Business Response

  Date: 07/26/2023

  July 26, 2023
  
  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 confirmation of the payoff status of the above referenced vehicle.
  
  We would like to thank our customer for the opportunity to address their concerns. With respect to the experience with our agents and the payoff process, we apologize for any inconvenience and frustration our customer may have experienced while attempting to close the account.
  
  For a positive update, as of July 20, 2023, MFS received the payoff check from ********* in the amount of $24,656.64, check number ******. The Bill of Sale was issued as of July 21, 2023, and mailed to the system address via ***** As of the date of this response, the account status is paid in full.
  
  Documentation confirming the account status will be sent to the system address on file for our customer to retain 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.