ComplaintsforMazda Financial Services

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mazda Financial Corporation has thoroughly disappointed me, and I'm compelled to share my exasperation. While Mazda's cars might live up to expectations, their financial arm is a different story altogether and not in a good way. If you're considering buying or leasing a Mazda, brace yourself for the potential ordeal with Mazda Financial Services. One would assume that a financial entity's fundamental aim is to streamline payment processes. Regrettably, my experience has been anything but streamlined.For over three arduous months, I've been caught in a futile loop, trying to get my car added to their online portal. Despite numerous calls and messages, the cycle of opening and closing tickets without resolution is bewildering. How can something as basic as adding a vehicle to an account for billing purposes be this complicated? The inefficacy is baffling.The "solution" provided insisting on telephone payments each month is a relic of the past that I'd hoped we'd moved beyond. Yet, here I am, dreading the monthly ritual of lengthy holds and the inefficiency of phone payments. It's 2024, and the expectation for seamless online transactions is not only reasonable but standard.The leadership or the team responsible for the website needs a thorough reevaluation. A functional, user-friendly website isn't an extravagant request; it's a basic necessity for conducting modern business. Mazda Financial Services must prioritize addressing these glaring issues if they hope to retain and attract customers. The current state of affairs is unacceptable, and profound changes are imperative for them to meet the standards expected by consumers today.

  Business response

  04/15/2024

  April 15, 2024
  
  BBB Case: ********
  Contact Name: ***********************
  Account Number: **********
  
  The **************** of Mazda Financial Services (***) is in receipt of the complaint filed against *** regarding accessing the above-referenced vehicle account to via the *** customer website.
  
  It is always our goal to deliver best-in-class service. We understand and recognize that time is valuable.
  
  Based on the information provided to ***, *********************** is only associated with one *** account, which is referenced above. *** recognizes our customer has made multiple inquiries regarding another Vehicle Identification Number (VIN), and that account is linked to a different customer.
  
  Our records reflect that, as of February 10, 2024, our customer was able to successfully log into the *** website and establish a successful recurring payment schedule regarding the vehicle referenced above.
  
  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 TMCC or its affiliates.

  Customer response

  04/15/2024

  I am rejecting this response because: The response is not accurate. For the last 4+ months, I have tried to add a vehicle to my portal. Mazda continuously closes my tickets without resolving the issue. I have a new 2024 Mazda (lease) and I want to add it to my online portal, so I can pay the bill. I do not understand why this is so difficult.

  Business response

  04/18/2024

  April 18, 2024
  
  BBB Case: ********
  Contact Name: ***********************
  Account Number: **********
  
  The **************** of Mazda Financial Services (***) is in receipt of the follow up complaint filed against *** regarding *********************** accessing the above-referenced vehicle account via the *** customer website.
  
  *** has confirmed that our records reflect that, as of February 10, 2024, our customer was able to successfully log into the *** website and establish a successful recurring payment schedule associated with the vehicle referenced above; therefore, confirming our customer does have access to the online portal and was able to add the vehicle account and successfully schedule payments.
  
  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 TMCC or its affiliates.

  Customer response

  04/18/2024

  I am rejecting this response because: I am writing again to express my frustration with the inability to add my new car to my online account. Previously, I had a 2021 Mazda registered, but now I have leased a 2024 model. Despite my attempts, the new vehicle does not appear in my profile. If there exists an online profile for my 2024 car, please delete it. Additionally, I request that all accounts associated with both my old and new leases be deleted. Given the persistent issues in updating my account details, I suggest resetting everything so I can start afresh. At this point, I am at a loss and see no other viable option.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I have owned 3 Mazdas Including the one I own now. And it will be the last one I own. Due to an error on gap insurance when my 2018 mazda cx5 was totaled and paid in full since i was not at fault. I got stuck paying $500 which was paid to Mazda financial and now It has taken over a week to get a letter corrected that needs to say paid in full and they stated they would Email it to me in a day or 2 and now they tell me theres no time frame on when they will email it to me. But yet they took the payment right away. All for a simple letter correction.

  Business response

  04/12/2024

  April 12,2024
  BBB ID # ********
  ***************************
  Account # **********
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by *************************** regarding a correction to her credit report. First and foremost, MFS would like to thank **************** for bringing these concerns to our attention.
  
  We have requested this account report as a paid charge off as of 03/29/2024. As of the date of this response, an update has been sent to the CRAs. We ask that *************** allow at least ***** days for this update to reflect with the CRAs. Our records also show that an account status letter was sent to *************************** by email on April 8, 2024 showing her account has a $0.00 balance.
  
  Please know MFS strives for excellence in customer satisfaction and we appreciate *************************** for bringing this matter to our attention. If **************** should have any further questions, they may contact MFS at **************, Monday through Friday.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission.
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a car lease with Mazda Financial. I submitted a form from the *** to their office by fax on January 15, 2024 so they can submit the required documents (original title) for me to get my car registration up-to-date. They have not yet completed this task. I called back on January 16 to ensure they have received the *** form and they confirmed they received my fax.I called back in February. They said they sent out the original title to the *** on February 11. I contacted the *** on March 15 and they said they still have not received it so I called Mazda Finacial again and they said they LOST my title or never had it and they got an NEW COPY March 6 2024.I provided them with *** account so they can overnight my title to the *** by Monday March 18.Today is March 25th and it still has not been sent out yet. I called Mazda financial today to see what the status was, and I am being told again by a representative that they do not have a title to my vehicle.I am being lied to every time I call. They do not have a title to my lease with them.I pay every month for a car I cannot use.My car has been having an expired registration for months and they will not help me.Please help!!!

  Business response

  04/01/2024

  April 1, 2024
  
  BBB Case: ********
  Contact Name: ******* *******
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the state-to-state transfer of the title for the above referenced account.
  
  On January 18, 2024, MFS requested to have the original title printed by the ************** Department of Motor Vehicles (** ***). *************** is an electronic titling state, which means their vehicle title is held electronically with the *** and a paper title is not immediately available for MFS. This request was made as a result of our customers request to transfer the title from ************** to **********. On February 9, 2024, when MFS did not receive the printed title, a duplicate was ordered. As of April 1, 2024, MFS has not received the duplicate title.
  
  MFS has been advised that the ** *** service level for a duplicate title should be six to eight weeks. Due to the fact that the expected service level has passed, several calls have been placed to the ** *** with no success. Rest assured we will continue our efforts to reach the ** *** in order to avoid requesting a second duplicate title and restarting the 6-8 week time frame.
  
  Per recent account notes, ******* ******* has advised they are no longer relocating to ********** and instead now registering in ******** We would like to provide them with a permission letter authorizing ******* ******* to register their vehicle in ********, along with a copy of ** title. To do so, we will need their current address updated on their account. This will also ensure the title is sent to the correct address once it is received.
  
  We respectfully request they call us to provide an updated address at their earliest convenience for the *** location that will work with them for registration purposes.
  
  We realize this may not be the response they desired, but we hope our above reply has resolved this matter amicably.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (****). Retail installments are owned by ****.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased *** insurance in June for a vehicle through Mazda Gap (don't EVER, EVER, EVER do it with these clowns). Vehicle was totaled. Am attempting to get the documents to the *** company. Have them all except an insurance check. There was NO check issued to anyone, electronic funds transfer to creditor, hence I can't send a check per their requirements. Told them the insurance company gave them a settlement breakdown with exact figures, who it was sent to, date, and that to them is not acceptable. If I have no way to obtain a check copy, how can I give them one. Their reps are ZERO HELP and a bunch of sarcastic clowns. Can't talk to a manger because "their not in today" (or anyday apparently) and we need 48 hours to call you back, what a joke. I'd like them to do their jobs and stop giving people a hard time for a service they paid for. Welcome to the 21st century, year 2024, where people do things electronically via the internet Mazda. Your snail mail methods are dirty and underhanded in hopes people will just give up, your unfair and have no scruples.

  Business response

  03/12/2024

  March 12, 2024
  
  BBB Case: ********
  Contact Name: *****************************
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding ********************* request for assistance related to GAP insurance.
  
  We have reviewed the information provided and require additional information to resolve your concern and locate your MFS account. For us to assist you quickly please provide us with the information required below:
  
  Your account number, social security number, or last 8 characters of the vehicle identification number (VIN).
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (****). Retail installments are owned by ****.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Trying to get a lease with Mazda I have very good credit and it's coming up fraud but it's actually me and they don't give any reason why they don't want to ******** any other Banks want to ******** only Mazda Financial without any explanation please call me at ************

  Business response

  03/08/2024

  March 8, 2024
  
  BBB Case: ********
  Contact Name: *********************
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding and *********************** request for financing.
  
  It is always our goal to deliver best-in-class service. We understand and recognize that time is valuable.
  
  It is important to know that inquiries into a consumers credit are permitted based on a completed credit application submitted to us by a dealership, which authorizes us to investigate credit history. When credit is denied, an adverse action letter is sent to the applicant confirming the outcome of our decision. Our records further confirm that the adverse action letter sent was complete. Our decision has not changed.
  
  To best assist, we ask that ********************* please contact the dealership they visited for additional insight.
  
  We realize this may not be the response you desired, but we hope our above reply has resolved this matter amicably through explanation.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (****). Retail installments are owned by ****.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 1st, 2021 to January 1st ********************************* when it came to my finances. Mazda financial services at the time did not allow me to apply for financial assistance. I was told during the pandemic (coronavirus) that they did not offer in form of financial assistance. Later on now being financially stable I tried to dispute those late payments to Mazda, they told me they had no recollection of me wanting financial assistance. I later asked them why would the phone call be documented if you did not offer any financial assistance. I attempted to do my due diligence when it came to my payments, I was out of a job for quite some time during the pandemic and a little after. I would like my late payments to be forgiven in the sense that I did try my hardest to due right for my payments. Mazda in no way tried to help me in assisting my financial circumstances throughout the pandemic. Due to the lack of effort and not wanting to help their customers I have now left this company. Sincerely thank you for your time, I hope you can understand and I hope that within your best interests this can be resolved.

  Business response

  03/06/2024

  March 6,2024
  BBB ID # ********
  ***********************
  Account # **********
  
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by ***********************. First and foremost, MFS would like to thank ************** for bringing their concerns to our attention.
  
  After a review of ************************* account which opened in September, 2020, MFS did provide ************** with three extensions on their regular monthly payments. 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. Unfortunately, MFS is unable to accommodate ************************* request to remove the late payments currently reporting on his account as we are required to report accurate information to the CRAs.
  
  Please know MFS strives for excellence in customer satisfaction and we appreciate ***********************
  for bringing this matter to our attention. If ************** should have any further questions, they may contact MFS at **************, Monday through Friday.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission.

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid off the account in full and called multiple times to ask for a payoff letter, showing a balance of zero dollars. Every phone call I continuously to be told that the request has been placed and now over six months later I still have not received the letter after calling twice a month for the last six months, I even spoke with the bankruptcy supervisor department, and since this is no longer a bankruptcy issue, they continuously bounce the calls back-and-forth between departments and request are submitted, but I am still not receiving any letter. All I want is a letter showing that I owe no money but unfortunately , Mazda has not complied with this request

  Business response

  02/21/2024

  February 21, 2024
  
  BBB Case: ********
  Contact Name: *************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding their request for a paid in full letter.
  
  Our records reflect ************************* is the co-borrower for the above-referenced account; therefore, a paid-in-full letter was not automatically mailed to them in January 2024 when the paid-in-full letter was mailed to the primary.
  
  We have requested and obtained a paid-in full letter included here for their convenience and mailed it to their address on file.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (****). Retail installments are owned by ****.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since December of 2023, I have made many different attempts to contact and reconcile with Mazda Financial Services (Toyota Lease Trust) about the improper tax filling of my lease vehicle in my county of residence. After contacting my local tax office for my county (Williamson), it was discovered that they (Mazda Financial Services) did not file my lease vehicle properly - for personal use only - and my vehicle was charged the property tax of $527.64. Mazda charged me this amount. In order to get out of my lease agreement, after the terrible situation, I paid this amount.Every single contact I made with them (MFS) they ensured me that their team would be reaching out to my local tax office on my behalf, and I would eventually receive a refund for this amount. I sent their customer support the contacts at my local tax office, I mailed multiple forms at my own expense, and made multiple points of contact to get this resolved. I am no longer a customer of MFS, and I want my money back. Their improper filing of the property taxes, never disclosing this situation to customers, and expecting them to pay nearly two months worth of payments in tax is absurd, shameful, and disgusting.I will never be a customer again because of this. I would like a refund of $527.64 as soon as possible. The very fact that a car company does not disclose this tax situation, or is unable to properly deal with state taxes on your behalf, means they should never lease vehicles in that state for personal use to customers. The notes on my account with MFS should back up everything I am saying - each representative ensured me they were taking detailed notes. I can also provide the necessary contacts to the Williamson county tax office - which they already have. These large corporations could care less about their customers or people. I want my $527.64 refunded to me.

  Business response

  02/15/2024

  February 15, 2024
  
  BBB Case: ********
  Contact Name: ***************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the Personal Property Tax charges for the above referenced account.
  
  Please know that our team members are trained to the highest standards, and Mazda Financial Services does not condone any unprofessional interactions or inappropriate behavior from our team members towards our customers. Rest assured, all phone recordings have been reviewed on your account, and any instances of unprofessional behavior discovered have been reported to the appropriate management team.
  
  Our records indicate *************************** entered into a motor vehicle lease agreement (contract) on January 10, 2022, in the **************.
  
  On April 4, 2022, MFS was notified of an address change for ***************************, indicating their address was updated from ******, *****, to **********, *****, which caused their exempt status for Personal Property Taxes to change due to an inadvertent MFS error.
  
  On November 2, 2023, MFS was charged a total of $527.64 in Williamson County personal property taxes on ********************** leased vehicle. Please know that when MFS receives personal property tax charges, they are automatically paid by MFS, and we subsequently assess this charge on the account for reimbursement from the lessee.
  
  MFS Thanks *************************** for their patience, and we are happy to share that a check will be mailed to their address on file for $527.64 for the refund of their undue personal property tax. They can expect their check in seven to ten business days.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (****). Retail installments are owned by ****.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer response

  02/15/2024

  I have reviewed the business response and accept this resolution. 

  Customer response

  02/29/2024

  February 15, 2024
  "MFS Thanks *************************** for their patience, and we are happy to share that a check will be mailed to their address on file for $527.64 for the refund of their undue personal property tax. They can expect their check in seven to ten business days."
  
  It has now been 10 business days, I have not received this check, and my **** informed delivery indicates I will not be receiving it today. I have called the number listed in the reply only to be told they have no record of this check being issued. I will submit another compliant referencing this complaint below.

  Customer response

  03/01/2024

  Business day #**, I still have not received my check as discussed:
  
  February 15, 2024
  BBB Case: ********
  Contact Name: ***************************
  Account Number: **********
  
  "MFS Thanks *************************** for their patience, and we are happy to share that a check will be mailed to their address on file for $527.64 for the refund of their undue personal property tax. They can expect their check in seven to ten business days."

  Business response

  03/05/2024

  March 5, 2024
  
  BBB Case: ********
  Contact Name: ***************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the Personal Property Tax charges for the above referenced account.
  
  MFS Thanks, ***************************, for their patience, and we are happy to share that a check will be mailed to their address on file for $527.64 for the refund of their undue personal property tax. We recognize that the previously given time frame has passed, and we apologize for the incorrect time frame provided. We failed to account for the hold process that needs to be completed prior to releasing their funds. This hold is due to expire on Wednesday, March 6, 2024, at which time the check will be overnighted.
  
  Our office will call *************************** with a tracking number as soon as it is available.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (****). Retail installments are owned by ****.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer response

  03/07/2024

  Once I receive this check, I will accept this resolution - not before. As of 3/7/24, I have not received this check. Once I have it, I will gladly accept the resolution and consider this matter closed. Until then, I am still awaiting my payment. Thank you for your attention to this matter.

  Customer response

  03/08/2024

  Hello, as of this morning (3/8) my **** Informed Delivery indicts that the reference check is not in the mail today. Referencing below, they stated that the check would be sent overnight and I would receive a tracking number - neither has happened. I am still waiting on this check from MFS.
  
  "This hold is due to expire on Wednesday, March 6, 2024, at which time the check will be overnighted. Our office will call *************************** with a tracking number as soon as it is available."

  Customer response

  03/08/2024

  I am rejecting this response because:   Truthfully, I have been trying to get this matter resolved since Dec of last year (when I saw the initial charge). I longer lease a vehicle with MFS because of situations like this. I have not received the check as discussed again (this is the second deadline they gave and did not honor).
  
  Please just send me my check that you acknowledge I should get.

  Customer response

  03/11/2024

  I accept. I actually got it today. Please consider this matter closed and resolved.

  Customer response

  03/13/2024

  I accept. I actually got it today. Please consider this matter closed and resolved.

  Business response

  04/10/2024

  April 10, 2024
  
  BBB Case: ********
  Contact Name: ***************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the follow up complaint filed against MFS regarding the Personal Property Tax refund for the above referenced account.
  
  MFS Thanks, ***************************, for their follow-up correspondence. We acknowledge that the check was not overnighted, and therefore a courtesy outbound call was placed to *************************** on March 11, 2024; however, our effort was unsuccessful.
  
  Our records differ from **********************. Check # ********** in the amount of $527.64 mailed on March 6, 2024, to their address on file was cashed on March 12, 2024. We have included a front and back copy of the cashed check for their records.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (****). Retail installments are owned by ****.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer response

  04/10/2024

  I have reviewed the business response and accept this resolution. 
  

  Got the money, resolved! Thank you

• Initial Complaint

  02/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Account No. ********** VIN: ************************************************************** CX-5 TOURING AWD I requested the payoff procedure, including the payoff quote (which has already been agreed upon at the beginning of the lease). Mazda Financial Services continues to refuse to respond with these details, pushing their dealership and other sales pitches. Also, no one from the business contacted me to resolve this complaint. The complaint remains expressly unresolved. The payoff procedure, including formalized payoff quote, is being formally requested as a part of the resolution of this case. This matter can be escalated to ************************ ************************ and also small claims court if not resolved fully and within a timely manner. Mazda Financial Services is currently withholding information necessary for the consumer to execute on their right to purchase the vehicle at the termination of the lease.

  Business response

  02/06/2024

  February 6, 2024
  
  BBB Case: ********
  Contact Name: *******************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the request for payoff for the above refenced account. 
  
  Our records reflect that ******************************* also filed a complaint with the Consumer Financial ***************** (****) on January 21, 2024, regarding the same matter. We have completed our investigation into this matter and will provide our response via the ***** Please know that a response was provided to you on February 2, 2024. We understand the urgent nature of this duplicate request and respectfully invite ******************************* to review it via the **** portal.
  
  We realize this may not be the response they desired, but we hope our above reply has resolved this matter amicably.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (****). Retail installments are owned by ****.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer response

  02/06/2024

  I am rejecting this response because the business still refused to provide the expected information.

  Business response

  02/07/2024

  February 7, 2024
  
  BBB Case: ********
  Contact Name: *******************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the follow up complaint filed against MFS regarding the request for payoff for the above refenced account. 
  
  Our position remains unchanged. Our records reflect that ******************************** also filed a complaint with the Consumer Financial ***************** (****) on January 21, 2024, regarding the same matter. We have completed our investigation into this matter and will provide our response via the ***** Please know that a response was provided to you on February 2, 2024. We understand the urgent nature of this duplicate request and respectfully invite ******************************* to review it via the **** portal.
  
  We realize this may not be the response they desired, but we hope our above reply has resolved this matter amicably.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (****). Retail installments are owned by ****.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer response

  02/07/2024

  The regulatory representative from Mazda Financial Services (MFS) included rather crafty language in their responses to CFPB and BBB to avoid addressing raised concerns, using formalities such as "We realize this may not be the response they desired, but we hope our above reply has resolved this matter amicably." I **have** placed phone calls from my number ************** to Mazda Financial Services (MFS) at ************ prior to raising regulatory complaints with MFS. MFS continues to pressure me into "fully [discussing my] end of lease options" more times as a way to evade allowing me to purchase the vehicle and instead to try to sell me a new Mazda vehicle. I have indicated a clear inquiry into the third option of "[purchasing] the vehicle [I am] currently driving." MFS has not provided a detailed payoff quote with accompanying payoff procedures, as is owed to the customer. Please make no mistake that additional complaint(s) are planned to be raised with  regulatory body(ies) if this matter is not expressly resolved.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  01/19/2024

  January 19, 2024
  
  BBB Case: ********
  Contact Name: *******************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the repossession of their vehicle.
  
  Our records indicate that on July 27, 2023, *********************************** account was 83 days past due and subsequently approved for repossession due to non-payment. Mazda Financial Services (MFS) sent several cure notices and made numerous calls to her address and phone numbers on file, which were updated as of August 15, 2023. Our records confirm that MFS did not receive an address update notification prior to July 27, 2023. However, ******************************* did update their email and phone number several times between February 7, 2023, and March 18, 2023, via our 100% customer driven ************************** website.
  
  As reflected in the attached payment history, we did not receive *********************************** payments for the months of May, June, July, and August 2023. Consequently, her vehicle was approved for repossession. ******************************* contacted MFS on August 15, 2023 (following the repossession of their vehicle) to discuss their account, and they were provided with the past-due balance and status of their account.
  
  MFS does not communicate official matters with customers via email. Additionally, our records differ from *********************************** claim of being unable to reach MFS. On January 17, 2023, she spoke to a resolution specialist who declined reimbursement, after which she escalated to a supervisor. A supervisor called ******************************* yesterday, January 18, 2023, and left a message.
  
  By executing and signing the contract on January 19, 2022, ******************************** acknowledged that they read the entire document and agreed to all of its terms and conditions. Pursuant to the contract ******************************* signed if a customer defaults on payments, we may take possession of the vehicle as permitted by law and require our customer to pay the amounts set forth in the contract. Therefore, we respectfully decline *********************************** request for reimbursement of the fees related to the lawful repossession. We have included their contract as part of this response. Please note that our position, stating that a refund is not due, will remain the same regardless of verbal or written communication, as we have confirmed this was a valid repossession.
  
  We realize this may not be the response they desired, but we hope our above reply has resolved this matter amicably.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (****). Retail installments are owned by ****.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Business response

  01/19/2024

  January 19, 2024
  
  BBB Case: ********
  Contact Name: *******************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the repossession of their vehicle.
  
  Our records indicate that on July 27, 2023, *********************************** account was 83 days past due and subsequently approved for repossession due to non-payment. Mazda Financial Services (MFS) sent several cure notices and made numerous calls to her address and phone numbers on file, which were updated as of August 15, 2023. Our records confirm that MFS did not receive an address update notification prior to July 27, 2023. However, ******************************* did update their email and phone number several times between February 7, 2023, and March 18, 2023, via our 100% customer driven ************************** website.
  
  As reflected in the attached payment history, we did not receive *********************************** payments for the months of May, June, July, and August 2023. Consequently, her vehicle was approved for repossession. ******************************* contacted MFS on August 15, 2023 (following the repossession of their vehicle) to discuss their account, and they were provided with the past-due balance and status of their account.
  
  MFS does not communicate official matters with customers via email. Additionally, our records differ from *********************************** claim of being unable to reach MFS. On January 17, 2023, she spoke to a resolution specialist who declined reimbursement, after which she escalated to a supervisor. A supervisor called ******************************* yesterday, January 18, 2023, and left a message.
  
  By executing and signing the contract on January 19, 2022, ******************************** acknowledged that they read the entire document and agreed to all of its terms and conditions. Pursuant to the contract ******************************* signed if a customer defaults on payments, we may take possession of the vehicle as permitted by law and require our customer to pay the amounts set forth in the contract. Therefore, we respectfully decline *********************************** request for reimbursement of the fees related to the lawful repossession. We have included their contract as part of this response. Please note that our position, stating that a refund is not due, will remain the same regardless of verbal or written communication, as we have confirmed this was a valid repossession.
  
  We realize this may not be the response they desired, but we hope our above reply has resolved this matter amicably.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (****). Retail installments are owned by ****.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

*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. ↩