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:05/13/2025

  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 bought a car and signed an agreement for a loan from Mazda Financial Services. Over the past 12 months, they have put my money in the wrong place and called to say I hadn't paid twice. Also, until this month, I was not allowed to pay in excess of my monthly amount online, I had to do it over the phone. If I try to pay online, I cannot uncheck the box to save my billing information, and I do not trust this company with any of my personal information.Currently, Mazda is now sending me a negative credit notification. They also send texts that I owe money, but I cannot respond to the texts. When I try calling and provide my phone number, the automated system says I will need to talk to someone and then disconnects. This has been occurring for weeks, and I have no way to get in contact with the company. Meanwhile, they are charging me excess interest and impacting my credit.

  Business Response

  Date: 05/21/2025

  May 20, 2025
  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 Mr. ******* 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 Mr. ******** account to the ********************** ****************** (CRAs) in a manner that is consistent with our records. There are no delinquencies currently reporting on the account.  
  Please know MFS strives for excellence in customer satisfaction and we sincerely appreciate ****** ******* for bringing this matter to our attention. If Mr. ******* 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:05/08/2025

  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 purchased my first mazda CX-90 in January 2024 i love my mazda ! I have worked with the mazda company for two years now as well . In February of 2024 there was a price drop on all mazda cx-90 MSRP as I felt that that was unfair. I had reached out to Mazda I got an email that I would be refunded a certain amount which I was happy to know they understood me . But then was assigned a representative named Zumondre which he told me over the phone on a recorded line that my refund would be credited onto my account ******************************************** ) which I agreed I thought that was a great idea that that amount refunded would be going back to my car loan . He told me it would be 3 to 6 weeks. And I waited, causing my account to be late. Then I receive an email from him stating that it was going to be a mailed check. At this point, I felt very upset because I now had a late payment on my credit report. If I would have known from the beginning, I wouldve paid my car note as I am never late on my car notes. Over time I kept getting representatives switched and they would give me different time frames as to when the check will be coming in the mail. My only idea was to receive the check and put it back into the loan to try to play catch-up but that was not the case as I received the check almost 7 months later. I am asking that Mazda financial to remove the late payment off my credit report as it has caused me financial issues for me and my families finances decisions. Attached I have included emails of the different stories and different representatives I kept getting. I am desperately pleading that mazda removed my late payments off my credit report so that me and my family could be approved for our dream home . I have made all my payments on time and would have never been late if that didnt happen to me as i keep all my accounts paid on time . I have called mazda financial but no one can assist me as they state its not their department. I have wrote my dispute letter but not satisfied

  Business Response

  Date: 05/22/2025

  May 20, 2025
  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 Ms. ***** 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 Ms. ****** 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 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.

• Initial Complaint

  Date:04/18/2025

  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.

  Date of Transaction: 06/04/2024 Amount of Money Paid to Business: Non- Monetary What The Business Committed to Providing: Vehicle Lease Agreement Nature of dispute: I am disputing the late payment that I was hit with all because I was never notified by Mazda that a payment was due. I do not live at the address of the signer of the lease. Mazda had the incorrect mailing address and never sent me an notice of payment due to my residency. Mazda did not send the “Notice of Right to Reinstate Lease “letter to my address. Upon signing as the co-signer, I provided my address which is not the address Mazda is using. I attached my drivers ID for proof of my residency. This missed payment is solely due to this error in Mazda’s system. Mazda assumed that I live with the lease holder because we have the same last name which is incorrect. The lease holder and I have been divorced (see attached proof of divorce). My credit score has always been in good standing which is why the lease holder asked me to cosign because I make all my payments timely. I attached copies of my credit score which clearly demonstrates I had an excellent record of timely payments and a good credit score prior to this incident. This “late payment “ is the first and only one that I ever had for as long as I have been alive. It is the only detrimental item currently reflected on my credit report, and it is falsely representing my credit worthiness. I would like Mazda to contact the credit companies and remove the late payment off my credit report since they are the reason why (failure to notify me) I now have this late payment on my credit report still. Whether or Not the business Tried to Resolve: No I attempted to write letters of goodwill to Mazda Financial and they refused to assist me on removal of the late payment. After numerous letters back and forth all they did was update my address.

  Business Response

  Date: 04/23/2025

  April 23, 2025
  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 Mr. ********* for bringing his concerns to our attention.
  
  Mr. *********’ complaint stated that he believed that his MFS account is incorrectly reporting on his credit profile and after a thorough review of Mr. *********’ account, we have concluded that the credit marker reported in June of 2024 is valid.
  
  After a thorough review of Mr. *********’ account, our records indicate we sent a billing statement on 05/28/2024 to the address provided, prior to reporting derogatory information against his tradeline. Unfortunately, we are unable to accommodate Mr. *********’ request to remove the negative information reported, as we are required to report accurate information to the CRAs.
  
  Please know MFS strives for excellence in customer satisfaction, and we appreciate Mr. ********* for bringing this matter to MFS’s attention. If Mr. ********* should have any further questions, he may contact our Customer Service Center at **************, Monday through Friday.
  
  We may include Personally Identifiable Information (PII) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the PII in our response after submission.

  Customer Answer

  Date: 04/25/2025

  I am rejecting this response because:   Mazda refuses to acknowledge that they did not send the notice of amount due to my address. As you can see the letter they sent on the upper right-hand corner is the address of the lease holder. I am NOT the leaseholder; I was the co-signer. I provided my correct address when cosigning when I gave them my NY Driver's License see second attachment.

  Why does Mazda refuse to acknowledge that they sent the letter of demand to the wrong address? If they would have sent it to my address they would have been paid because, I always pay my bills on time which can be seen in my credit history report provided to them multiple times including my first submission on the BBB website. 

  There would be no late payment had they mailed the letter of payment due to my address & not the address of the leaseholder who they just assumed I reside with because we have the same last name. I also previously provided proof of divorce in addition to proof of a different address.

  Mazda did not notify me & they need to take responsibility for their own actions instead and admit they made an error on my address which has now ruined my credit score. 

   

  Business Response

  Date: 04/25/2025

  April 25, 2025
  BBB Case # ********
  ****** *********
  Account # **********
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by Mr. *********. Our response remains the same.
  
  We have researched our records and have determined that the information reflected in our records is correct and we are reporting Mr. *********’ account to the Credit Reporting Agencies (CRAs) in a manner that is consistent with our records.
  
  Unfortunately, we are still unable to accommodate Ms. *********’ request to remove the negative information that was reported, as we are required to report accurate information to the CRAs.
  
  Please know MFS strives for excellence in customer satisfaction, and we appreciate Mr. ********* for bringing this matter to MFS’s attention. If Mr. ********* should have any further questions, he may contact our Customer Service Center at **************, Monday through Friday.
  
  We may include Personally Identifiable Information (PII) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the PII in our response after submission.

• Initial Complaint

  Date:04/15/2025

  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 am filing this complaint to report ongoing negligence and mishandling by Mazda Financial Services regarding the vehicle title for my recently purchased Mazda CX-5.I purchased the vehicle two months ago from a dealership in **********. I am a resident of ************. The vehicle was previously leased through Mazda Financial Services, and the title had to be transferred as part of the purchase. However, Mazda Financial Services initially sent the title to the dealership with incorrect mileage information.After waiting nearly two months and making multiple calls to Mazda Financial to escalate the issue, the dealership finally received a new title. Unfortunately, the mileage on the second title was also incorrect. This repeated error has delayed the vehicle registration process and left me driving with temporary plates for over two months. I have had to make several unnecessary trips to the dealership just to update my registration, causing significant inconvenience and expense.This ongoing issue reflects a serious lack of diligence and accountability on Mazda Financials part. Despite multiple efforts to resolve the matter directly with both the dealership and Mazda Financial, the problem remains unresolved. I believe this mishandling is not only unprofessional but may also constitute consumer negligence, especially given the critical nature of proper vehicle documentation.I am seeking assistance in holding Mazda Financial Services accountable

  Business Response

  Date: 04/29/2025

  April 29, 2025
  
  BBB Case: ********
  Contact Name: ****** ********
  
  The **************** of Mazda Financial Services (***) is in receipt of the complaint filed against *** regarding ****** Radionovs request for assistance related to the title of a Mazda CX-5 they recently purchased via ************ Mazda in ***********, ***********
  
  The *** record reflects that on January 22, 2025, the original title was sent to the dealership using the mileage from the odometer statement completed by the dealer with the payoff for the vehicle.
  
  On February ******, the dealership requested a duplicate title in which the mileage originally provided by the dealership was utilized in completing the request,as the dealership did not provide an update confirming the correct mileage.
  
  As of April ******, the duplicate title was received from the dealership and was processed in the *** system of record, and on April 15, 2025, *** received an updated odometer statement confirming the correct mileage. Two days later, on April *******, the power of attorney, lien release, and Affidavit of Correction were expedited via overnight delivery to ************ Mazda.
  
  Lastly, *** confirmed with the dealer as of April 24, 2025, that the documents were received,and Turnersville Mazda confirmed the issue was resolved, resulting in ****** ******** successfully registering and titling the vehicle in the state of Pennsylvania. 
  
   Please know that Mazda Financial Services strives for excellence in customer satisfaction.If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  Date:04/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I financed my Mazda CX-5 in March 2022. Recently, I discovered that my first name and last name on the vehicle title and registration were swapped by mistake from Mazda. I contacted Mazda Financial Services customer support team and also submitted my request online, via the dashboard. However, Mazda refused to help me correct my name.California DMV provides very clear instructions on how vehicle lienholders can change/correct the name. Mazda Financial Services refused to send the vehicle title to the **** even though I provided the *** 256 form and the instructions. Here is the link to ** DMVs instructions: *************************************************************************************************************** should correct the name for their customer, especially when this is their own mistake.

  Business Response

  Date: 04/18/2025

  April 18, 2025
  
  BBB Case: ********
  Contact Name: **** **
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding **** Xus request for assistance with the above-referenced MFS vehicle account.
  
  You signed your contract on March 26, 2022. Your contract obligates you to 60 payments of $614.84. By signing this contract, you agreed to the terms and conditions, which include your obligation to pay in accordance with the payment schedule and all other terms and conditions. The contract reflects your first and last name as ** ****, to which your signature acknowledges is correct.
  
  Our records also reflect that on April 10, 2025, you spoke to MFS and were directed to Hello Mazda of ********* in reference to your concerns,as the originating dealership is responsible for the original vehicle registration and title documents, not MFS.
  
  It is important to know that California is an Electronic Lien Title (ELT) state; therefore, MFS does not have possession of the title and is listed as the lienholder on the title record. Upon review of the Reg 256 form submitted by our customer, the document does not require a lienholder signature or require any action to be taken by ***. The form directs the customer to complete the document and return it to the CA DMV for assistance; therefore, we respectfully request that **** ** partner with the CA DMV for assistance in updating their name. The customer is responsible for all DMV fees associated with retitling and correcting the registration.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer Answer

  Date: 04/25/2025

  I am rejecting this response because:   Mazda Financial Services has incorrectly directed me to submit my REG-256 form directly to the **** which is not possible in my situation. According to California *** requirements, for vehicles with liens, the lienholder must submit the correction form along with the title information to the **** As Mazda Financial Services acknowledged, ********** is an Electronic Lien Title (ELT) state, which means they are the only party with access to the electronic title and the authority to facilitate this correction.
  I have diligently followed the proper channels to resolve this issue, contacting both my dealership (Hello Mazda of *********) and Mazda Financial Services multiple times. The dealership specifically informed me on April 18, 2025, that "after 30 days we are not able to make any changes. The *** and Mazda should be able to make this correct as we are no longer able to." This clearly indicates that Mazda Financial Services, as the lienholder, is responsible for facilitating this correction.
  I want to emphasize that I love my Mazda CX-5 and have generally been pleased with the service from Hello Mazda of *********. My only concern is correcting my transposed name on the vehicle title and registration. This is a simple administrative correction that Mazda Financial Services has the responsibility and capability to address.
  I respectfully request that BBB review the attached rebuttal letter and REG-256 form for a complete understanding of the situation. I am simply asking Mazda Financial Services to fulfill their role as the lienholder in this process by submitting my REG-256 form to the California *** along with the electronic title information, in accordance with standard procedures for vehicles with liens in an ELT state.

  Business Response

  Date: 05/02/2025

  May 2, 2025
  
  BBB Case: ********
  Contact Name: **** **
  Account Number: **********
  
  The ***************** of Mazda Financial Services (MFS) is in receipt of the follow-up complaint filed against MFS regarding **** Xus request for assistance with the above-referenced MFS vehicle account.
  
  The state of California is an Electronic Lien Title (ELT) state. *** is in the process of requesting a paper title from the state. A paper title can take 6-8 weeks to receive based on the California Department of Motor Vehicles (CA ************ levels. Once MFS receives the paper title, MFS will complete the name update and return the title and Reg 256 form to the CA DMV for processing.
  
  The MFS Title Resolution team is following the request and the account closely to ensure the title is received from the CA DMV in order to support our customer.
  
  Please know that ********************** strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at *************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  Date:04/09/2025

  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 been trying to reach this business because someone opened up an account in my name without my consent and I wanna get in touch with the business to know who did it, why , and where but they have yet to respond to any of my calls or messages, it is very hard to reach them, I want this item off of my credit its hurting me badly in succeeding in life

  Business Response

  Date: 04/16/2025

  April 15, 2025
  BBB Case #********
  Diounni *. ****
  Account #**********
  
  This is in response to the complaint filed against MFS Financial Services (TFS) by Diounni *. ****.
  
  First and foremost, MFS would like to thank Mr. **** for bringing his concerns to our attention.
  
  After a thorough review of Mr. ***** account and investigation of the *** report, we discovered the account is reflecting accurately based on the payment history and is reflected on tradelines currently being reported by the Credit ****************** (CRAs). We have also determined that Mr. **** has called MFS several times to request pay-off quotes,add the mobile number to his account and check the status of his payments with no prior mention of fraud.
  Unfortunately,we are unable to accommodate Mr. ***** request to remove the tradeline for his account, as we are required to report accurate information to the *****
  
  If Mr. **** should have any further questions, he may contact our *********************** 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:04/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mazda Financial Services failed to pay toll fees on time that were delivered to them as a result of their organization being the "owner" of my leased 2022 Mazda CX-5. Following the payment of the late fees that were assessed to them, they proceeded to pass these charges onto me, the leaseholder. For clarity, these toll fees were never shared with me until they came through on my monthly lease bill as "other charges" that were not explained until I sought more ************** the last ~6mo, I have reached out SEVERAL times and have spent MANY hours on the phone trying to remedy this situation but have been ignored, disrespected, and left listening to hold music while this terrible organization tries to wait out my patience until I swallow the fee ********* this point, I would not only like to see Mazda Financial remove the charge on my account for these late fees as well as compensate me for the objectively horrible treatment they have put me through. My time is irreplaceable and very valuable. I'm seeking:- the outstanding charge $85 removed from my account dues - the termination of my lease effective 05/01/25 with no further payments due to Mazda Financial Services (as financial repayment for my lost time).

  Business Response

  Date: 04/11/2025

  BBB Case: ********
  Contact Name: ******* ***********
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding citation fees on the above MFS account number. First and foremost, we would like to extend our sincerest apologies for the frustration Mr. *********** endured when contacting our customer service center regarding the same matter.
  
  Our records indicate on July 26, 2022, Mr. *********** entered into a Closed-End Motor Vehicle Lease Agreement (contract) for a 2022 Mazda CX-5 with Mazda Financial Services (MFS). Upon signing he acknowledged and agreed to all of its terms and conditions, including Page 22, Section H, Registration,Parking tickets, Tolls and Taxes, which specifies the lessee is responsible for paying or reimbursing all fees including traffic fines incurred on the vehicle during the Lease Term. When *** receives a government-issued charge related to the leased vehicle, we are required to pay the fee immediately and forward the charge to the lessee. 
  
  After conducting a thorough investigation, our records reflect on May 29, 2024, a letter was sent addressing a violation charge of $85.20. A payment of $10.20 was made on June *******, reducing the balance to $75.00. An additional letter was sent on August *******, regarding a separate violation of $4.65, resulting in a new total of $79.65 in miscellaneous charges. As reflected in the attached letters,all violation charges and related correspondence were sent to the address on file. As a result, we are unable to waive this miscellaneous balance, as this is part of his lease agreement with ****
  
  It is important to note that not all jurisdictions issue a first notice by mail. In some cases, citations are left directly on the vehicle, which is beyond our control and dependent on the issuing authoritys procedures.
  
  We realize this may not be the response he desired, but we hope our above reply has resolved this matter amicably.
  
  Please know Mazda Financial Services strives for excellence in our customer satisfaction. If there are any additional questions regarding this concern,please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer Answer

  Date: 04/16/2025

  I am rejecting this response because:   As can be seen in attachment 5 from the *********** company responsible for toll billing in the ************ area, "if [driver] received any Express Tolls before opening [their] account, the Express Toll bill would be directly sent to the person [or ownership entity] registered to the plate, which was Toyota Financial at the time. As all of the bills in question predate 6/18/2024 (when my ExpressToll account was setup) toll bills would be directly routed to Mazda Financial Services. This process would happen without the knowledge of the driver (lease holder, me) and as such, the responsibly of timely payment for these fees would fall on Mazda Financial Services. 

  Attachments 1-4 are some examples that I was sent from Mazda Financial Services several months back when discussing this issue in detail. Here we can see that bills were sent, unpaid by their due date, and then mailing was triggered to me after the due dates had passed and payment had been made. Also please notice, and I've done this below as well, after summing the total from the penalty charges as well as the toll fees, Mazda Financial Services passed along their error unto me with the expectation that I be financially responsible for their error. This is incorrect and unacceptable.

  CASE 1

  ExpressToll statement date = 01/01/2024  ->  Due date to Express Toll = 01/28/2024  ->  Mazda Financial payment date = 03/06/24 ($31.40 total, $25.00 in late fees)

  CASE 2

  ExpressToll statement date = 04/04/2024  ->  Due date to Express Toll = 04/28/2024  ->  Mazda Financial payment date = 05/01/24 ($8.30 total, undetermined late fees as the cell was blanked out)

  CASE 3 (not attached due to system limitations) ... their are two separate bills for this case.

  ExpressToll statement date = 05/01/2024  ->  Due date to Express Toll = 05/28/2024  ->  Mazda Financial payment date = 05/29/24 ($34.00 total, $25.00 in late fees)

  ExpressToll statement date = 05/01/2024  ->  Due date to Express Toll = 05/28/2024  ->  Mazda Financial payment date = 05/29/24 ($51.00 total, $25.00 in late fees)

  In summary, I would ask that all "miscellaneous charges" still assigned to my account be removed immediately. I have paid the amounts back to Mazda Financial Services for the toll charges themselves, but ask that I not be held accountable to these late fees.

  Thank you for your time, support, and understanding in this matter.

  *****

  Business Response

  Date: 04/22/2025

  BBB Case: ********
  Contact Name: ******* ***********
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) are in receipt of the rebuttal filed against MFS regarding citation fees on the above MFS account number. We regret to learn he was dissatisfied with our previous response; however, based on our review on his account, our position remains the same.
  
  As indicated in our previous response, Mr. *********** entered into a Closed-End Motor Vehicle Lease Agreement (contract) for a 2022 Mazda CX-5 with Mazda Financial Services (MFS). Upon signing he acknowledged and agreed to all of its terms and conditions,including Page 22, Section H, Registration, Parking tickets, Tolls and Taxes,which specifies the lessee is responsible for paying or reimbursing all fees including traffic fines incurred on the vehicle during the Lease Term.
  
  Please be advised that if citations are not paid or disputed by the due date. *** must pay them on their behalf to avoid additional penalties. While we encourage all lessees to resolve or contest citations directly, if this is not done in a timely manner, we are obligated to pay and forward the resulting charge to the customer.  
  
  We realize this may not be the response he desired, but we hope our above reply has resolved this matter amicably.
  
  Please know Mazda Financial Services strives for excellence in our customer satisfaction. If there are any additional questions regarding this concern,please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer Answer

  Date: 04/22/2025

  I am rejecting this response because the fees associated with the toll fees were paid back to Mazda Financial Services as per the lease agreement. What I am disputing are the additional late fees that were unfairly assessed to me for failure to pay the outstanding balances on time that were sent directly to Mazda Financial Services per the official government policy which requires that owners of the vehicle pay fees levied against their property.

  I've looked up the language referenced from the leasing documentation and would like to note key words "as applicable" being the important distinction in this language. These fees are "not applicable" to the lease holder, who, as we've identified, never received notification of said toll fees until they were assessed late charges and forwarded along with no regard for accountability. Additionally, I find it very hypocritical and ironic that the statement concludes with "timely payment" when in fact it was Mazda Financial Services untimely payment that prompted this discussion in the first place.

  From <***********************************************************************************;

  "Similarly, if additional amounts post to your Account, such as, but not limited to, late fees, tolls, and parking tickets, as applicable, they will not be debited with the Current Regularly Scheduled Payment, and you remain responsible for their timely payment."

  Please see my attachments in the prior correspondence for time stamps showing that awareness (mail) was created and sent to my address AFTER late fees has been assessed and paid by Mazda Financial Services. 

  My demands from the prior message are also consistent and I will continue to add the cost of my time and potential legal fees to deal with this matter onto my very small financial ask should this matter continue to go unresolved.

   

• Initial Complaint

  Date:03/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding an unauthorized hard inquiry that has appeared on my Equifax credit report without my consent. I am formally requesting that the following inquiry be removed immediately:Bureau: Equifax Creditor Name: TMCC Inquiry Date: 08/06/2024 Reason: I do not recognize this ********** the best of my knowledge, I did not authorize this inquiry, nor did I engage in any transaction that would permit it under the Fair Credit Reporting Act (FCRA), Section 1681b. This inquiry is negatively impacting my credit profile, and I am requesting that it be deleted immediately.If the company claims to have authorization, I request that they provide documentation proving I consented to this inquiry. Otherwise, it must be removed.

  Business Response

  Date: 03/19/2025

  March 19, 2025
  
  BBB Case: ********
  Contact Name:  ******** **********
  
  The **************** of ***** Financial Services (LFS) is in receipt of the complaint filed against Toyota Motor Credit Corporation (TMCC) and LFS regarding a credit inquiry into his credit reporting.
  
  On or about August 07, 2024, ***** of ****************** submitted a signed credit application to us on behalf of Mr. ********** for potential vehicle lease. By submitting the application to us and the Dealer, Mr. ********** gave us the authority to investigate and evaluate his creditworthiness. After the initial denial,a second credit application was submitted with Mr. ********** as a Co-lessee.
  
  According to our records, on November 14, 2024, Mr.********** signed a Closed-End Motor Vehicle Lease Agreement, for a 2025 ***** NX350H. By signing the agreement, he agreed to make thirty-five payments of $635.91.Please review the attached lease agreement for his records.
  
  Furthermore, we have confirmed there has not been any acts of fraud committed by ***, in relation to either credit application decision. Please note, *** makes every attempt to positively respond to all our customers; however, Federal Law requires us to report all information accurately to the *************************** (****). As a result, we are unable to update his credit report with the Credit Reporting Agencies.
  
  We realize this may not be the response he desired, but we hope our above reply has resolved this matter amicably.
  
  Please know that ***** 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. ***** Financial Services is a service **** of Toyota Motor Credit Corporation (TMCC). Retail installment accounts may be owned by ****, or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (***) or its securitization affiliates. **** is the servicer for accounts owned by ****, ***, and their securitization affiliates.

• Initial Complaint

  Date:03/05/2025

  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 father ****** ****** leased a vehicle and paid the lease in full. ****** passed away in September 2024 and I have been in contact with Mazda financial about his lease and they told me I'd be eligible for a refund for the mileage he did not use on his lease. I turned in the vehicle 10/26/2024 to **************************** Mazda and notified Mazda financial who notified me they will get the refund process started. It is now March 2025 and I'm being told it was a terminated lease and we don't get a refund. My father passed away and now they have the vehicle and his money. There was a death clause in his lease, but they now won't let me have access to the lease despite me being the executer of the estate. They stole my father's money, and I'm looking to get it back.

  Business Response

  Date: 03/12/2025

  March 12, 2025
  
  BBB Case: ********
  Contact Name: ****** ******
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding ****** ******* request for assistance with the above-referenced MFS vehicle account.
  
  MFS extends our sincerest condolences to ****** ****** and their family for the loss of ***** ******. We appreciate ****** ****** bringing their concerns to our attention.
  
  Due to an inadvertent error, a prorated refund was not initiated with the early return of the leased vehicle.
  
  A refund check will be issued to the Estate of ***** ****** in the amount of $11,856.13 for the lease payment overage. Once issued, the funds will be sent via the **************************** and delivered to the probate customer.
  
  Please know that ********************** strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at *************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  Date:03/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Mazda owner who receives monthly paper bills. I received my Mazda bill on Thursday February 27th. The Payment due date is March 4th. They give less than a week to pay. Also online payments to Mazda take 2 business days instead of the standard one business day. So with a weekend included it's almost impossible to make a payment on time. If the payment is not made by the due date, Mazda charges a late fee. Is this legal?

  Business Response

  Date: 03/07/2025

  March 7, 2025
  
  BBB Case: ********
  Contact Name: ***** ******
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding billing statements and website payments for the above referenced account.
  
  According to our records on May 20, 2024, Ms. ****** signed a contract for sixty-three payments of $567.23 beginning July 04, 2024. By signing this contract, she agreed to the terms and conditions which include liability to repay the loan in accordance with the payment schedule, interest rates, optional product, and the length of the term. Per contract, payments must be received in full by the due date to avoid late fees, which may be assessed if payment is not received within 10 days if the due date, calculated at 5% of the payment amount due.
  
  Our record indicate that billing statements are generated and mailed approximately 17 days prior to the schedule due date to provide sufficient time receipt and processing. However, once mailed, delivery timelines are dependent on the US *************** which is outside of our control. Additionally, it is important to note that *** website payments have a cutoff time of 5:00 PM Central Time, and remitted payments will be posted within 24 hours, if made before this cutoff time. We recommend considering automatic payments.
  
  We realize this may not be the response she desired, but we hope our above reply has resolved this matter amicably.
  
  Please know Mazda Financial Services strives for excellence in our customer satisfaction. If there are any additional questions regarding this concern,please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by ****. Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.