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:07/21/2023

  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 missed a payment on my finance because my automatic payments were ended without my permission and it caused my credit score to drop by huge. for setting up automatic payments there is no option to set an end data and a sales representative also confirmed that all automatic payments are set for whole time period, but in my case someone on mazda finance made a mistake and altered my automatic payments end data and when I spoke to customer service no one can help and they are asking me to write a letter which could take atleast a month to get any reply. I have a mortgage loan coming ** in a month and now my interest is going up huge because of some mistake done mazda financial service and there is no one I can talk to get my credit score fixed and don't how long the whole mailing system takes.

  Business Response

  Date: 07/21/2023

  July 21,2023
  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 ******************************* for bringing their concerns to our attention.
  
  Our records reflect ******************************* also filed a review regarding the same matter. Please note the response was submitted to the BBB on July 19, 2023, and our position remains unchanged. 
  
  After a thorough review of *******************************;account, we show a recurring monthly payment of $354.80 starting 04/15/2021. Payments continued through April 2023, as the recurring schedule was set to end on 04/15/2023. Our records show the billing statement dated 05/31/2023 reflected the past due payment and multiple attempts were made in June 2023 to reach ******************************* by phone with no success. As a result, the May 2023 payment was reported 30 days past due to the Credit ****************** (CRAs) on June 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.

  Customer Answer

  Date: 07/21/2023

  I am rejecting this response because:   

  I still did not get any information on who set my automatic payments for two years when the loan term ins 5 years. I know its not me because on the portal to setup the automatic payments I don't see an option to set the end date and when I spoke to a customer agent she said when we set setup the automatic payments it is automatically set for loan term.

  So, if some one in Mazda financial service decided to change my automatic payments to just 2 years without my permission. its definitely not my mistake and I did not talk to anyone in June regarding this maybe the calls went into spam and never reached me.

   

  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 *******************************.
  Our records reflect ******************************* also filed a review regarding the same matter. Please note the response was submitted to the BBB on July 19, 2023, and our position regarding this matter remains the same. 
  
  As stated in our previous responses, we show a recurring monthly payment schedule was setup on March 21, 2021 with a payment amount of $354.80. At this time, the recurring payment schedule was set to begin on April 15, 2021 and end on April 15, 2023.Our records show the billing statement dated 05/31/2023 reflected the past due payment for May 2023 and multiple attempts were made in June 2023 to reach ******************************* by phone with no success. As a result, the May 2023 payment was reported 30 days past due to the Credit ****************** (CRAs) on June 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:07/20/2023

  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 have tried contacting this company several times regarding my issue. I checked my credit report, and this company is not reporting accurate information. I disputed about the balance, past due amount, payment status, date last reported to ***********, date last active, date of last payment I made on this account and my payment history. The information on all bureaus is not accurate and they report different information. The payment I made was not reflected. They tagged my account as late.

  Business Response

  Date: 07/26/2023

  July 26, 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.    
  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, 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:07/14/2023

  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.

  The Fair Credit Reporting Act, 15 USC **** section 602 a, explicitly states that consumer reporting agencies must treat their duties with 'fairness, impartiality, and a respect for the consumer 's right to privacy.As the Consumer, it is my right to ensure that my private information is not shared, as supported by 15 USC ****, which outlines each financial institution 's obligation to protect the privacy and confidentiality of their customers ' nonpublic personal information. Under 15 USC **** section 604 a section 2, 'any consumer reporting agency may furnish a consumer report under the following circumstances and no other: in accordance with the written instructions of the consumer to whom it relates. ' I have not given my written consent for DEFI/****/MAZDA FIN SV #******XXXX and Transunion, to share my information.Any previous consent, whether verbal, non-verbal, written, implied, or otherwise, is revoked. Furthermore, 15 USC **** (b) (c) states that 'a financial institution,DEFI/****/MAZDA FIN SV #******XXXX, not disclose nonpublic personal information to a nonaffiliated third party unless- the consumer is given an explanation of how the consumer can exercise that nondisclosure option. DEFI/****/MAZDA FIN SV #******XXXX never informed me of my right to opt-out of information sharing.DEFI/****/MAZDA FIN SV #******XXXX and Transunion 's reporting practices violate multiple sections of the Fair Credit Reporting Act, including 15 USC ****C (a) ( 5 ), which stipulates that no consumer reporting agency may include any adverse information without the consumer 's permission. I am exercising my right to opt-out of DEFI/****/MAZDA FIN SV #******XXXX reporting services, per 12 CFR ******.

  Business Response

  Date: 07/17/2023

  July 17, 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 Consumer Financial ***************** (****), on July 13, 2023, regarding the same matter. We have begun our investigation into this matter and will provide our response via the ***** Please know, a response will be provided to the **** on or before July 28, 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.

• Initial Complaint

  Date:07/14/2023

  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 bought and paid in full the financing for a Mazda sports car. I paid the loan off before the first payment was due on February 20,2023. I have tried four times to resolve via phone and been told 3 times that the title to the vehicle was mailed and all three times I have received nothing.. My last call was July 5 and was told I would receive a phone call from a supervisor that day but haven't heard from anyone.

  Business Response

  Date: 07/18/2023

  July 18, 2023
  
  BBB Case: ********
  Contact Name: ***********************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding their title after payoff.
  
  Our records reflect that MFS mailed the lien release on May 2, 2023, along with the title we inadvertently received due to a Department of Motor Vehicles error. On June 7, 2023, an additional lien release was sent. Additionally, a duplicate lien release was overnighted to ************************* address on file on July 17, 2023, via ***** tracking number 772751149322.
  
  We invite them to visit the *** to process a clear title with the lien release. We have included a paid-in-full letter with this response for their records.
  
  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: 07/18/2023

  I am rejecting this response because:  I have no title in hand they must have sent it to the wrong address and that is not my fault.  I shouldn't have to go chase motor vehicle to get a title.  I did get a payoff letter but ******** doesn't recognize that document to license a vehicle in the state. Why can't they just send me another title to my real address.  Thanks 

  Business Response

  Date: 08/16/2023

  August 16, 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 their title after payoff.
  
  Our position remains unchanged. We invite *********************** to visit the *** to process a clear title with the lien release sent to them on July 17,2023. Please bring the paid-in-full letter from our previous response when visiting the ***. Our records reflect that the lien release sent via ***** tracking number ************ was delivered on July 18, 2023.
  
  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.

  Customer Answer

  Date: 08/16/2023

  I am rejecting this response because:   the company sent the information to the wrong address.  The ***************** will not issue a license plate unless you have the title. I tried twice and been rejected both times..  The agent I spoke with on August 1st showed me a photo of the house the documents were left and it wasn't my house. They sent it to 5 ******* circle rather than 5 ******** CIRCLE. I'm supposed to receive both another copy of the lien release and the title.  So I am still waiting. There response is unprofessional and I regret having done business with them 

  Customer Answer

  Date: 10/04/2023

  No I have not received anything from Mazda. They sent the title to the wrong address and admitted that they did. They told me that they would send another to my correct address but I haven't seen or heard anything from them.

  Business Response

  Date: 10/10/2023

  October 10, 2023
  
  BBB Case: ********
  Contact Name: ***********************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the follow-up complaint filed by *********************** against MFS regarding their title after payoff.
  
  MFS has reissued a lien released to their provided address as of the date of this response. We invite *********************** to visit the Department of Motor Vehicles (DMV) to process a clear title. Please bring the paid-in-full letter, included here for their convenience, and the lien release sent via ***** tracking number 773686892797.
  
  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: 10/11/2023

  I am rejecting this response because: the Mazda person is lying about sending me anything.  I have not received any of the documents they claim to have sent. I'm truly sorry for ever having done business with them and will never do business with them again. Pretty sad that they have lied about what they have sent me for this is such a ***** issue. However I have sent a document to the ******** motor vehicle asking for a replacement title. Hope to get it soon and hopefully that will be the end of this stupidity 

  Business Response

  Date: 10/11/2023

  October 11, 2023
  
  BBB Case: ********
  Contact Name: ***********************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the follow-up complaint filed by *********************** against MFS regarding their title after payoff.
  
  We recognize that the previous lien release sent via ***** was sent to an incorrect address, as *********************** stated in their complaint;however, the documents sent via ***** tracking number ************ reflect pending delivery for today. The paid-in full letter reference has been attached to this and at other times during our previous communication with them. We have attached it once more for their convenience and mailed a copy.
  
  Lastly, the ******** Motor ****************** is the source for their replacement title. If the title is not received, our customer will need to contact them 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.

• Initial Complaint

  Date:07/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband passed away on April 20, 2023. He was paid up on a Lease four months in advance. The day after he passed, I contacted Mazda to come and pick the vehicle up at my house. They assured me that as soon as they receive the death certificate, they will send a tow truck out to the house to pick up the car. On April 25, a copy of the death certificate was emailed to them. They assured me that they would get back to me when they could secure a tow and that money would be refunded from the time they received the death certificate. I told Mazda that I could drop the car off at the dealership. They told me that if I dropped the car off at the dealership, I would be forfeiting the car over to them and the refund would be voided. I waited and waited and to hear from Mazda for a pick up date. It never came. I finally called them to see when they were coming and they told me to "just take it up the dealership." I returned the car on June 15th to the dealership and was waiting for a phone call from Financial to see when the refund check was coming. I finally called on July 5th and was told that there will be no refund check coming. I would like refunded the money that was paid in advance from the date of the delivery of my husbands death notice. I can submit any other documents needed, receipts, bills etc. on request.

  Business Response

  Date: 07/13/2023

  July 13, 2023
  
  BBB Case: ********
  Contact Name: ***************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding a potential refund.
  
  The privacy of our customers is vital. After reviewing our records, we have determined that *************************** is not listed as an authorized party on any MFS account. To best assist, we ask that they provide A letter of testamentary, probate documents, Executorship, or Fiduciary naming them as Administrator or Executor.
  
  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:06/22/2023

  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 Financial Services keeps returning my payments back to the bank. It says reversed. I sent my payments on time they return it and then charged me a late fees. I don't know why they keep doing this. HAS THIS HAPPEND TO ANYONE? I believe these people are selling people cars then trying to reposes them even if you pay. VERY UNETHICAL if so. I am horrified and wish I never did business with them please beware of this I am in ********. Please also report this behavior so the owners can see what's going on.

  Business Response

  Date: 06/26/2023

  June 26, 2023
  
  BBB Case: ********
  Contact Name: Anonymous ******
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the request for credit reporting correction and payment challenges.
  
  We respectfully request that the customer provide additional information, such as an MFS account number (if applicable), or a Vehicle identification number (VIN), which can be used to identify the agreement/contract details.
  
  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:06/21/2023

  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.

  Mazda Financial received a full payoff to buy my car. They cashed the check and now are holding the title for more money. This is interstate fraud and theft of over $30k.

  Business Response

  Date: 06/26/2023

  June 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 the title to the above referenced vehicle account.
  
  First and foremost, we want to extend our sincerest apologies regarding the experience and the frustrations endured while attempting to pay off the vehicle. 
  
  After a thorough review of the account, due to an inadvertent error, payoff processing was delayed.  Our records now reflect the lease has been satisfied with a final payment of $407.88, which successfully posted on June 21,2023. With the final payment, the payoff is now being processed.  Once the paid in full process is complete, the title and the appropriate documentation will be sent to the lender specified in the buyout packet, Woodmen Federal Credit Union.  Any overage on the account will automatically be refunded if applicable.
  
  Lastly, as a measure of courtesy, MFS has sent a token of our appreciation under separate cover to the system address.
  
  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: 06/26/2023

  I am rejecting this response because:   This criminal company has committed several federal felonies in an attempt to steal my car. They have back dated financial documents and lied about the fraud, extortion and attempted theft over of over 30 thousand dollars. The continuous lies have caused extreme stress and caused loss of work days. The *** has the case on the criminal side. I demand restitution for the 13 thousand dollars I lost due to this fraud and attempted theft due to the sale of the car not being able to be finalized due to Mazda Financial services fraud, extortion, and attempted theft. Further damages for health issues caused by the criminal activity is demanded.

   

  Business Response

  Date: 08/04/2023

  August 4, 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 account number.
  
  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. We respectfully decline the request to compensate our customer for $13,000 in restitution or any other form of compensation beyond the courtesy MFS has already provided.
  
  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: 08/04/2023

  I am rejecting this response because:   Mazda financial; committed multiple crimes and will continue to do so against others based on their lies and disregard for this complaint. 

• Initial Complaint

  Date:06/15/2023

  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.

  The customer thought that autopay was set up in March 2023 after the vehicle was leased. He connected his bank account for the first lease payment and expected that this account would continue to be debited for the duration of the lease. Instead, auto payment was not set up and as a result payments were not made. Although Mazda sent paper statements, it never used the customer's email address or cell phone number to communicate that payments were past due. As a result, the customer did not become aware of past due payments until he received an alert from his credit monitoring service at which point he made the payments immediately. Mazda should have notified the customer in an effective manner upon the first missed payment, especially on a new account. Failure to do so resulted in a decrease in the customers credit rating and material damage to the customer. When asked ****************** stated that their record of events is accurate and refused as a matter of policy to withdraw the past due report. This resulted in a decrease in the customers credit rating and material damage to the customer.

  Business Response

  Date: 06/22/2023

  June 22nd, 2023
  BBB Case # ********
  ***********************************
  Account # **********
  
  
  
  ********************** (MFS) is in receipt of the complaint regarding automatic payments and a drop in ************************************* credit score.   First and foremost, MFS would like to thank ********************** for bringing these concerns to our attention.
  
  After a thorough review of ************************************* account,we found that a one-time immediate payment was made to the account on March *******. Billing statements dated April 10, 2023 and May 10, 2023 reflecting payments due to the account were sent to **********************, and an email was sent to the email address of record advising that these billing statements were available. As a result, ************************ April 2023 payment was reported 30 days past due to the Credit ****************** (CRAs) on May 31, 2023. We have waived the late charges of $42.88 as a courtesy. 
  
  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 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.

  Customer Answer

  Date: 06/22/2023

  I am rejecting this response because:   The statement that MSF cannot withdraw missed payment information reported to the CRAs does not sound entirely accurate to me. In the few instances where I have missed credit card payment due dates, my credit card companies have told me they would not report that information to the CRAs. They said that they can do this for up to two payments a year as a courtesy to their customers to avoid negative reporting for customers who have a good track record of payments. Based on this experience, I think that MSF has more leeway than they are reporting and would like to escalate this issue to a higher level of management that *** have the authority to accomodate my request. ****

  Business Response

  Date: 08/01/2023

  August 1, 2023
  BBB Case # ********
  ***********************************
  Account # **********
  
  
  
  ********************** (MFS) is in receipt of the complaint regarding automatic payments and a drop in ************************************* credit score.   Our position regarding this matter remains the same.
  
  As stated in our previous response, Our records indicate that a one-time immediate payment was made to the account on March 10, 2023. Billing statements dated April 10, 2023 and May 10, 2023 reflecting payments due to the account were sent to **********************, and an email was sent to the email address of record advising that these billing statements were available. As a result, ************************ April 2023 payment was reported 30 days past due to the Credit ****************** (CRAs) on May 31, 2023. We have waived the late charges of $42.88 as a courtesy. 
  
  Unfortunately,we are still 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 sincerely appreciate ********************** for bringing this matter to our attention. If *********************************** should have any further questions, he may contact MFS at **************, Monday through Friday.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission.

• Initial Complaint

  Date:06/09/2023

  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 trying to get my title transferred to the ******* department of motor vehicles. It has been over three months. I have called Mazda 8 times. Each time I call I get a different answer. The ** DMV has contacted them also over 5 times. Mazda is not sending the title. They are being unresponsive and unhelpful. This is out of my control and I need help asap!!

  Business Response

  Date: 06/28/2023

  June 28, 2023
  
  BBB Case: ********
  Contact Name: ***********************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding their concerns with the title and registration on your above referenced vehicle.   
  
  First and foremost, we regret to learn of any inconvenience *********************** may have experienced while attempting to resolve their title and registration concerns and obtain the appropriate state transfer documents from Mazda Financial Services (MFS). Our records reflect that on April 11, 2023, they called MFS to advise of their move to *******. On April 13, 2023, MFS requested through the Department of Motor Vehicles (***) to have the original title for their vehicle printed. Please know that ****** is an electronic titling state, which means the vehicle title is held electronically with the *** and a paper title is not immediately available for MFS. A request to print the title from the Nevada *** had an expected service level of four to eight weeks; therefore, MFS mailed their title to the *** on May 25, 2023, upon receipt. Please note that this is not based on MFSs service levels but is the expectation from the ***. Due to this delay from May 25, 2023, MFS suspects the title was lost in the mail and has ordered a duplicate title. MFS has expedited the duplicate title; this has an expected *** service level of three to seven business days.
  
  For their reference, tracking to NV *** number: ************; Tracking from NV *** number: ************ We can ensure that once the title is received by MFS, we will expedite forwarding the ****** title via ***** overnight shipping to the ******* *** office.
  
  In the meantime, we encourage them to visit their ******* county office to request a potential temporary registration renewal. We have included a copy of the permission letter dated April 13, 2023, authorizing them to register their vehicle in *******, along with a screen print of their ****** electronic title record.
  
  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: 07/02/2023

  I am rejecting this response because:   

  Again, Mazda is telling lies. This entire process began on 02/24/2023 when the *** sent the first request to Mazda to obtain my title. This was over four months ago! I called Mazda a total of five times from 02/24/2023-06/10/2023. Every single time I called I received a different response/lie from the Mazda representative. I had to go to the *** on four different occasions and spent a total of 12 hours there waiting. This caused me to miss 12 hours of work. I make $33/hr so this totals $396.00 which I believe Mazda should be responsible for. They wasted my time and money by holding my title hostage. I have never had such a difficult experience having a title transferred over to a ***. The FL *** even called Mazda with me on the line to see what the hold-up was. It was only at this point that the title was finally sent over. This type of unprofessionalism is simply unacceptable. Under no circumstances does it take four months to transfer a title. I do not accept their response and now I would like to be to be reimbursed for all monies lost. 

• Initial Complaint

  Date:05/31/2023

  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.

  Traded in my Mazda CX-5 a month ago. I have confirmation receipt that MFS received payment of the balance of the vehicle. MFS will not close my account, which is now past due (for a car I dont own!) The car has been sold by a dealership to a used car buyer, who now has title. Yet, MFS says they dont have payment and theres a title discrepancy. I have spoken to the dealership who sent me proof they paid the balance to MFS weeks ago. Very soon this will destroy my credit. I have called MFS many many times with zero resolution. Tried to speak with a supervisor with no luck getting one. They tell me a supervisor will call me which never happens. The car is paid off and being driven by someone else, yet I am still being held responsible. Despicable. CLOSE MY ACCOUNT I OWE YOU NOTHING!

  Business Response

  Date: 06/09/2023

  June 9, 2023
  
  BBB Case: ********
  Contact Name: *************************
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding their request to close an account.
  
  The privacy of our customers is vital. After reviewing our records, we have determined that you are not listed as an authorized party on any MFS account. To best assist, we ask that our account holder contact us at the telephone number provided below to provide full authorization to discuss the account with you, or they may contact us directly to discuss the above referenced concern.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact ** 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.