Complaints

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

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  Mazda Financial Services

  6565 Headquarters Drive Plano, TX 75024

• 

  Mazda Financial Services

  6400 Main St, Suite 200 Williamsville, NY 14221

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

• Initial Complaint

  Date:04/18/2025

  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: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.

• Initial Complaint

  Date:02/25/2025

  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.

  To: Better Business Bureau Re: Complaint against Mazda Financial Services I am filing this complaint against Mazda Financial Services (MFS) for multiple unfair business practices and violations of consumer rights:1. Vehicle Return Issues: I returned my leased Mazda on February 20, 2025, with all paperwork signed. As of February 25, MFS claimed they hadn't received the car, causing potential financial penalties.2. Payment Obstruction: MFS prevented me from making my final lease payment online without explanation, contrary to my usual payment method.3. Illegal Retaliation: When I legally recorded our phone conversation (as permitted by NY's one-party consent law), the *** representative refused service and ended communication.4. Withholding Information: *** refused to provide a copy of my lease contract upon request.5. Unjustified Fees: Despite prior notification of payment timing, MFS charged late fees without adjusting the due date.These actions violate consumer protection laws and caused significant stress and potential financial harm. I have recordings and documentation to support these claims.I am seeking the following resolution:1. Confirmation of proper vehicle return processing 2. Refund of all unjustified fees 3. ********* of my complete lease agreement 4. Formal apology for poor service and retaliation 5. Compensation for time, stress, and potential credit score impact I request the BBB's assistance in resolving these issues and obtaining fair compensation for the unfair treatment I've experienced.

  Business Response

  Date: 02/28/2025

  February 28,2025
  
  BBB Case: ********
  Contact Name: ******* *********
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding Vanuska Sylvesters request for assistance with the above-referenced MFS vehicle account.
  
  Our records reflect ******* ********* also filed a complaint with the Consumer Financial ***************** (****) on February 25, 2025, regarding the same matter. We have begun our investigation into this matter and will provide our response via the ***** We understand the urgent nature of this duplicate request, and we appreciate their patience while we review the concerns. 
  
  Please know that 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: 03/02/2025

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 04/15/2025

  Dear Better Business Bureau,

  I am writing to request that you reopen my case, Complaint #********, against Mazda Financial Services (MFS), as the issue remains unresolved and Mazda has failed to act in good faith.

  Despite my original complaint outlining their mishandling of my lease return, inaccurate credit reporting, and failure to provide necessary documentation, Mazda has still not addressed the following:

  1. Unresolved issue: Mazda has yet to fix the false delinquency they reported to the credit bureaus, which has caused my credit score to drop significantly.
  2. No resolution: They have not acknowledged receipt of the leased vehicle that I returned on February 15, 2025, despite providing proof of the return. They are still falsely claiming I owe payments for a car I no longer possess.
  3. Failure to communicate: Mazda has stopped responding to my inquiries and has not provided a copy of my contract, as requested on multiple occasions.
  4. Ignored regulatory complaints: I filed a complaint with the **** regarding this issue in February 2025, but Mazda has also failed to respond to that regulatory body.

  I am requesting the following actions from Mazda:

  1. Complete communication records regarding my case, including all correspondence between Mazda and me (for transparency).
  2. Written acknowledgment that my vehicle was returned on February 15, 2025.
  3. Immediate correction of the false delinquency on my credit report and restoration of my credit score.
  4. Compensation for the financial and emotional harm caused by Mazdas negligence and inaccuracies.

  Mazdas continued failure to act in good faith to resolve this matter is both unprofessional and unacceptable. I am turning to BBB for assistance in holding Mazda accountable for their deceptive business practices and failure to communicate effectively.

  Thank you for your time and continued support in resolving this persistent issue.

   

   

  Dear BBB, I am filing this complaint against Mazda Financial Services (MFS) for engaging in deceptive business practices and attempting to scam me after I returned my leased vehicle. Below are the details of the issues I have faced: Vehicle Return Fraud: I returned my leased Mazda vehicle on February 20, 2025, and signed all necessary paperwork at the dealership, including the odometer disclosure statement. Despite this, I received a letter from *** dated March 28, 2025, falsely claiming that I did not return the car and demanding that I continue making monthly payments. Payment Obstruction: When attempting to make my final payment online before returning the car, I was blocked from doing so without explanation. This is unusual as I have always paid online without issue throughout my lease term. Unjustified Late Fees: MFS charged me late fees even though I had informed them in advance that I would need an adjustment to the due date. They ignored my request and imposed fees unfairly. Retaliation for Legal Call Recording: During a phone call with *** to resolve these issues, I informed them that I was recording the conversation for my safety due to their questionable practices. Recording is legal under New York's one-party consent law (N.Y. Penal Law ******, ******). The representative retaliated by refusing service and abruptly ending communication after I disclosed the recording, which is a violation of consumer rights and professionalism. Withholding Information: *** refused to provide me with a copy of my lease agreement when requested during the phone call. These actions collectively constitute deceptive business practices and violations of consumer protection laws, including: New York Consumer Protection Laws for fraudulent claims and retaliation Fair Debt Collection Practices Act (FDCPA) for false demands for payment Equal Credit Opportunity Act (ECOA) for unfair treatment

   

  Desired Resolution / Outcome

  Desired Resolution:

  Other (requires explanation) *******************************************************************************************************************************************************************************************************

  Desired Outcome:

  I am seeking immediate resolution of these issues and compensation for the stress and inconvenience caused by Mazdas actions: Written confirmation that my vehicle return has been properly processed as of February 15, 2025. Cancellation of any unjustified demands for continued monthly payments or late fees. ********* of a complete copy of my lease agreement as requested. Formal apology for deceptive practices and poor customer service. Compensation for time wasted, stress caused, and potential damage to my credit score resulting from their fraudulent claims. Mazdas behavior has caused me significant distress and financial uncertainty, and it appears to be an attempt to scam consumers through fraudulent claims and obstruction of service. I request BBBs assistance in holding Mazda accountable for these deceptive business practices.

  
  

  Business Response

  Date: 04/21/2025

  April 21, 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 Vanuska Sylvesters demand for assistance with the above-referenced MFS vehicle account.
  
  Our position remains the same. From our original response dated February 28, 2025, our records reflect ******* ********* also filed a complaint with the Consumer Financial ***************** (CFPB) on February 25, 2025, regarding the same matter. We have begun our investigation into this matter and will provide our response via the ***** We understand the urgent nature of this duplicate request, and we appreciate their patience while we review the concerns.
  
  Please know that 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:02/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see the details of the matter in the attached letter in the supporting documents section.

  Customer Answer

  Date: 03/24/2025

  My name is ****** *******.  I would like to file a Letter Of Complaint against Mazda Motor Of America.  On the date of January 6th I hit a deer with my car.  The damage was to the bumper and drivers side front.  Mazda Road Side Assistance towed this car to Mazda Of ********** in ***********  This was the dealership they said they will tow the car even though I preferred to tow the car to another dealership with I have bought Mazda cars in the past.
  On the date of January 17th, I contacted Mazda Of ********** for an update on the car repairs.  I was it is being repaired at PJ Auto Body sent there by Mazda Of Morristown. 
  

  On the date of January 23rd I contacted PJ Auto Body and was told they are waiting on parts from Mazda Of Morristown.
  

  On the date of January 30th I contacted PJ Auto Body and was told they are still waiting for parts that Mazda Of Morristown does not yet have.  I called Mazda Of Morristown this same day & was told they have the part and waiting for PJ Auto Body to pick it up.   So, I was lied to by PJ Auto Body that they part are not available. On the date of January 31st, I called PJ Auto Body again and was told the car will be ready the following week.
  

  I called PJ Auto Body and Mazda Of Morristown on February 6th & was told the car wont be ready. It will be ready the next week now.  That same day I called Mazda **************** and ********************** to inform them of these concerns.  In the meantime the 30 day loaner car provided by my ***************** has ended.  I have no car, no way to get around, no way to get to work, etc
  

  I called again PJ Auto Body and Mazda Of Morristown on February 11th & was told again the car wont be ready until the next week now, so this is the 3rd week I am told the car will be ready but it is not ready.  Thus, 5 weeks after the incidents, I still have no car.  I made the payment for January with Mazda Financial Services as usual.
  

  I contacted Mazda **************** and ********************** on the 11th following up on my case and with the latest updates.  Mazda **************** and ********************** told me a case manager assigned to the case #******** will contact me and these concerns.  No one contacted me at all.
  

  I contacted Mazda **************** and ********************** again because no one was attending to this case even though it is now 6 weeks I dont have a car I am making payments on. And, I dont have a car to go to work & get around as needed.
  

  I explained all this to I Mazda **************** and ********************** and ****************** **************** contacted ****************** Of Morristown.  They were told they are still waiting for parts.  This is a lie, this is NOT true.  As I mention in this letter on the date of January 30th I was told all part are in & the car will be fixed.  But, that was not 2-3 weeks ago.
  

  I informed Mazda **************** and ********************** that the car is still NOT fixed and no one is willing to tell me when it will be fixed.  I asked for a loaner car and was denied.  I told Mazda **************** and ********************** that you cannot expect me to make payments on a car I dont have now for 6 weeks, & for the 3 weeks I am lied to that the car will be fixed and Mazda **************** and ********************** is NOT willing to help in this matter.
  

  I informed Mazda **************** and ********************** that I will NOT be making a payment this month for February, it is NOT right, NOT fair to expect me to pay for a car I have been promised to be fixed for 3 weeks and counting by Mazda Of ********** where Mazda **************** towed the car to my objections.
  Mazda **************** and ********************** HAVE TO put the Lease Payments ON HOLD and extend this lease payments until the car is fixed as it was promised to me for 3 weeks and counting.
  

  Please help in this matter of concern and situation as Mazda **************** and ********************** are NOT willing to do anything for their customers in assisting to resolve this issue of repairs and payments.
  

  Thank You for your help and assistance with this matter of concern.
  ** *******
  ************
  ******************************************************************************

  
  

  Customer Answer

  Date: 04/01/2025

  Hi, this has been resolved.  It can be closed.  Thank You for your help.

• Initial Complaint

  Date:02/23/2025

  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 against Mazda Financial Services (MFS) due to discrepancy in posting payoff payment to my account. Since I started financing my Mazda CX30 in December 2021, I have maintained a perfect payment record for the past 4 years. On 1/22/25, I called *** to request payoff amount to be able to close my loan by February 7th, 2025. I was provided payoff amount of $4,676.36 and address where to mail my check. The check #*** dated January 24, 2025, was issued to MFS in the amount of $4676.36 and mailed on 1/22/25.On 1/ 31 I checked my bank records, check #*** was not cleared yet. I called *** to be advised that there were no records in the system showing my payment being received and I was told to wait for few more days.I called again on 2/3/25. I spoke with ****** and was advised to wait and call back again in 2-3 business days. I called again on 2/7, I spoke with Nikky to find out that my payment status has not changed. To avoid late fees, I was advised to call my bank and put stop payment on the mailed check and make *** payment instead. I was given a new payoff amount of $4,678.04. The *** payment with the new amount was submitted immediately after my call using MFS online services. On February 10, I checked my bank account and confirmed that the payment had been processed. I checked MFS portal to discover several discrepancies: my account balance doubled to the amount of $9,522.43, then noticed several post and reversal transactions of the check, that I was told had never been received, as well as several post and reversal transactions of the *** payment. I called *** immediately and I was advised to wait 2-3 business days to make the necessary corrections. I called again on 2/17/2025, 2/19/2025 and 2/21/2025 to hear each time the same story about the system errors and the need for extra time to address ******* the meantime, I keep getting messages that Im late with my payment. I would like this issue to be resolved asap.

  Business Response

  Date: 03/06/2025

  March 6, 2025
  
  BBB Case: ********
  Contact Name: ****** **********
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding ****** Argasinskis request for assistance with the above-referenced MFS vehicle account.
  
  We thank our customer for bringing their account concerns to our attention so that we have the opportunity to improve.
  
  Due to an inadvertent error, a systematic issue occurred when a stop payment was initiated on the original payoff funds; however, the funds were received and processed. An additional payment for the payoff funds was submitted by our customer in a continued effort to satisfy the loan balance; however, due to the systematic issue, the funds are still in process to be posted to the account successfully.
  
  It is important to know the appropriate ************** hierarchy is aware of the issue, and the data support teams are currently working to resolve the issue. A MFS supervisor has been in frequent contact with our customer to keep them updated on the progress to resolve the issue. ****** ********** can expect an additional update from the *** team on March 6, 2025, about the status of a resolution.
  
  We realize this may not be the response desired, but we hope our above reply has resolved this matter amicably.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at *************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (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: 03/10/2025

  I am rejecting this response because:

  1. Provided response is a repetition of communication I receive from MFS manager every single time we speak.
  2. It has been 5 weeks and hours wasted on the phone and the issue remains unresolved as of today 3/10.
  3. The stop payment, that supposedly triggered the issue, was advice suggested by MFS CS when after they claimed they had not received the check.
  4. *** cannot provide any anticipated date of resolution on this issue.  Our balance should have been paid off as of 2/7/25 but instead it is showing that we now owe twice the payoff amount.  This is simply unacceptable.
  5. In the meantime MFS CS is calling us to collect unpaid balances.

  Business Response

  Date: 03/11/2025

  March 11, 2025
  
  BBB Case: ********
  Contact Name: ****** **********
  Account Number: **********
  
  The ***************** of Mazda Financial Services (MFS) is in receipt of the follow up complaint filed against *** regarding ****** Argasinskis request for assistance with the above-referenced MFS vehicle account.
  
  MFS recognizes that receiving a resolution has been time-consuming and ongoing for our customer; however, based on the review of the account, our position remains the same.
  
  From our original response dated March 6, 2025, Due to an inadvertent error, a systematic issue occurred when a stop payment was initiated on the original payoff funds; however, the funds were received and processed. An additional payment for the payoff funds was submitted by our customer in a continued effort to satisfy the loan balance; however, due to the systematic issue, the funds are still in process to be posted to the account successfully.
  
  It is important to know the appropriate ************** hierarchy is aware of the issue, and the data support teams are currently working to resolve the issue. A MFS supervisor has been in frequent contact with our customer to keep them updated on the progress to resolve the issue.
  
  Additionally,future collections activity will be ceased while MFS is working to resolve the issue.
  
  We realize this may not be the response desired, but we hope our above reply has resolved this matter amicably. *** will continue to update our customer directly on the status of the account and a resolution.
  
  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: 03/19/2025

  I am rejecting this response because:
  1. It has been almost 8 weeks and the issue is still unresolved
  2. Although *** confirmed receiving full payoff amount, they never stopped collections activities, they keep calling me on regular basis
  3. Since their internal collections never stopped, I'm afraid that at certain point they will send my records to collection agency and mess up my credit score
  4. It is unacceptable that correcting account balance takes such enormous amount of time and MFS cannot provide date when the issue will be resolved
  

  Business Response

  Date: 03/26/2025

  March 26, 2025
  
  BBB Case: ********
  Contact Name: ****** **********
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the additional follow up complaint filed against *** regarding ****** Argasinskis request for assistance with the above-referenced MFS vehicle account
  
  As mentioned in our response from March 11, 2025, MFS recognizes that receiving a resolution has been time-consuming and ongoing for our customer; however, based on the review of the account, our position remains the same.
  
  Additionally, from our original response dated March 6, 2025, Due to an inadvertent error, a systematic issue occurred when a stop payment was initiated on the original payoff funds; however, the funds were received and processed. An additional payment for the payoff funds was submitted by our customer in a continued effort to satisfy the loan balance; however, due to the systematic issue, the funds are still in process to be posted to the account successfully.
  
  It is important to know the appropriate ************** hierarchy is aware of the issue, and the data support teams are currently working to resolve the issue. A MFS supervisor has been in frequent contact with our customer to keep them updated on the progress to resolve the issue.
  
  We understand the importance of maintaining a favorable credit profile; therefore, MFS has taken action to ensure your credit profile is not negatively impacted. We also have confirmed our systems have been updated to cease future collections activity while MFS is working to resolve the issue.
  
  Lastly, MFS has confirmed the title and appropriate documentation have been delivered to our customer via ***** as of Monday, March 17, 2025, via tracking # ************. It is imperative that our customer partner with their local *** to finalize the transfer of ownership for the vehicle. *** leadership is following up with the customer directly on a weekly basis to provide status updates on a resolution.
  
  We realize this may not be the response you desired, but we hope our above reply has resolved this matter amicably.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (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.