Complaints

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

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  Mazda Financial Services

  6565 Headquarters Drive Plano, TX 75024

• 

  Mazda Financial Services

  6400 Main St, Suite 200 Williamsville, NY 14221

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

• Initial Complaint

  Date:07/31/2024

  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 spoke to ***** (SERW) at Mazda financial about the amount owed on a recently purchased vehicle. I offered to show him the original amount I was told that I would have to pay on a photo I took at the dealership and was told that it would not matter, I would have to work with the dealer. I explained that the dealer has been stating a different amount owed, the dealer is ignoring me, and the dealer used rude language with me when I try to dispute their claim. ***** told me to call Mazda North at ************, which I did. I spoke to ******** and was told to contact Mazda financial when I called this number. At this point I am not sure who to contact but I am sure that I am being overcharged. I filed a complaint against ***** Mazda and am now filing one against Mazda financial, seeking the same result. The amount owed on Mazda financial is $52,015.03 and the amount it should be is $44,517.55. I would like my contract scratched and rebooked to reflect the correct amount.

  Business Response

  Date: 08/01/2024

  August 1, 2024
  
  BBB Case: ********
  Contact Name: *******************************
  Account Number: ******4076
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding their signed contract.
  
  Mazda Financial Services relationship with ***** Mazda is that of a financing source, similar to a credit union or bank, and the dealership is an independent business entity over which MFS has no control. MFS is not involved in the negotiation process between customers and the dealership and relies solely on the terms and conditions that appear in a written contract.Additionally, because we are not involved in the negotiation process with the customer directly, we do not have first-hand knowledge of what occurred at the dealership or what was said by the dealer as it relates to their financed amount.
  
  Our records reflect that on July 16, 2024, ******************************* entered into a retail installment sale contract for their 2024 Mazda CX-5 for 72 payments of $812.741, with the first payment due on August 30, 2024, and the remaining payments due on the 30th of each month.
  
  By executing and signing the contract, ******************************* acknowledged that they read the entire retail installment contract and agreed to all of its terms and conditions. Including the Federal Truth in Lending Disclosure, which includes an agreed-upon amount financed of $52, 015.03. As a result, we are unable to rebook their contract.
  
  If ******************************* has a disagreement with ***** Mazda regarding their business practices, we ask that they direct their concerns to the management team at the dealership at **************.
  
  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 (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 Answer

  Date: 08/05/2024

  I am rejecting this response because:   

  A letter was sent to me by Mazda Financial stating that my contract had been altered on July 22nd. I was unaware of any alterations being made to my contract. Changing a contract without all parties involved agreeing to the changes before said changes are made is illegal. This would make the contract void. You are enforcing a contract that has been altered without my knowledge. I can appreciate that you are not ***** Mazda, however you are working with them and enforcing a contract that should be voided because it was altered without my consent and I was lied to before signing, which means I signed under false pretense. Please work with ***** Mazda and myself to void this contract and start a new one. I have reached out to ***** Mazda and have been ignored. Please reach out to them and work this out. I can't imagine that you would take their contact and enforce it, only to turn around and tell me that we are a separate company however we will enforce their illegal shenanigans. You are separate companies however you do more business with them than I do, and they have involved you.

   

  Business Response

  Date: 08/05/2024

  August 5, 2024
  
  BBB Case: ********
  Contact Name: *******************************
  Account Number: ******4076
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding their signed contract.
  
  Our position remains unchanged. We acknowledge that a correction to their contract was sent dated July 22, 2024; however, this was solely to update the provider names listed for each of the separately agreed-to optional products. Each of these optional product contracts bears ************************ signature. We have included a copy of each for their records. 
  
  Mazda Financial Services relationship with ***** Mazda is that of a financing source, similar to a credit union or bank, and the dealership is an independent business entity over which MFS has no control. MFS is not involved in the negotiation process between customers and the dealership and relies solely on the terms and conditions that appear in a written contract.Additionally, because we are not involved in the negotiation process with the customer directly, we do not have first-hand knowledge of what occurred at the dealership or what was said by the dealer as it relates to their financed amount.
  
  Our records reflect that on July 16, 2024, ******************************* entered into a retail installment sale contract for their 2024 Mazda CX-5 for 72 payments of $812.741, with the first payment due on August 30, 2024, and the remaining payments due on the 30th of each month.
  
  By executing and signing the contract, ******************************* acknowledged that they read the entire retail installment contract and agreed to all of its terms and conditions. Including the Federal Truth in Lending Disclosure, which includes an agreed-upon amount financed of $52, 015.03. As a result, we are unable to rebook their contract.
  
  If ******************************* has a disagreement with ***** Mazda regarding their business practices, we ask that they direct their concerns to the management team at the dealership at **************.
  
  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 (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.

• Initial Complaint

  Date:07/23/2024

  Type:Order 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.

  On May 31, 2024 I called to request a copy of my vehicle title for registration with Washington state. I was told that because it was an electronic title, Mazda Financial would need to request a paper title from the original issuing state. They told me this process would take 4-8 weeks. I called at week 7 to check on the status and was informed that Mazda Financial had received the paper title three weeks ago but had not processed it yet. The agent said she'd submit an internal follow-up request which could take 5-10 business days. There would be an additional 7-10 business days for mailing the title verification to me. I stressed that there is a $1,500 fine for failing to register my vehicle inside of 30 days. WA ********** of ********* informed me there are six companies that offer instant electronic title verification services, but the Mazda Financial agent confirmed that they do not contract with any of those companies. So I'm outside of the legally mandated registration window, stuck waiting at least three more weeks beyond their original time-frame, and there's no escalation path for me to take (the agent's words). This is unacceptable and I need the situation remedied quickly. If I receive a fine for failing to register on time, I will file a complaint in small claims court against Mazda Financial to recover the money.

  Business Response

  Date: 07/30/2024

  July 30, 2024
  
  BBB Case: ********
  Contact Name: ***************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding ********************* request for assistance with the above-mentioned vehicle account.
  
  It is always our goal to deliver best-in-class service. We would like to thank our customer for bringing these matters to our attention so that we have the opportunity to improve. We understand and recognize that time is valuable.
  
  Pursuant to ********************* request, attached to this response is a front and back copy of the title for the above-mentioned vehicle account and a relocation letter from MFS to present to the Department of Motor Vehicles (DMV) to complete the transfer process. In total, there are 3 documents attached.
  
  We acknowledge the difficulty our customer faced and will continue to improve our processes going forward. As a measure of appreciation for our customers experience, we have sent a goodwill request which will arrive at the address on file under separate cover.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (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 Answer

  Date: 07/30/2024

  I have reviewed the business response and accept this resolution. Thank you for the quick turn-around.

• Initial Complaint

  Date:07/08/2024

  Type:Product 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.

  On May 8, 2024, I submitted, through a licensed *********************** of Motor Vehicle agent, a request for a title transfer from the State of Florida to the Commonwealth of Pennsylvania. To date, July 8, 2024, I have not received my title. I have contacted Mazda Financial Services four times over the course of two month with no resolve. The customer service representatives have simply blamed the State of Florida for not releasing the title. I have obtained titles from the State of ******* in the past and have received them within 7 days. Since I have not had my title, I am unable to register my vehicle in the ****************************. Despite the last customer service representative indicating Mazda Financial Services will submit any other documentations, ************ will not accept anything less than the physical title. Eight weeks and I have been unable to drive my vehicle to work, medical appointments, grocery shopping, etc. Relying on friends and family to make any necessary travel arrangements. I am requesting that Mazda Financial Services obtain and release my title to the requesting agent.

  Business Response

  Date: 07/12/2024

  July 12, 2024
  
  BBB Case: ********
  Contact Name: ***************************
  Account Number: ******3895
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding our customers state-to-state title transfer for the above referenced account.
  
  MFS has reviewed our records and determined that there was an inadvertent error that delayed our customers title request. On July 8, 2024, a new request was submitted to the Florida DMV. Our title team is monitoring our customers account for the arrival of the title which may take six to eight weeks due to the Florida DMV timeframes for requests from Mazda Financial Services. We are unable to expedite this portion of the process.
  
  Once the title arrives, it will be expedited to the Pennsylvania DMV at TFS expense. As a measure of appreciation for your time and trouble we have issued a goodwill card which will arrive under separate cover.
  
  We realize this may not be the response our customer desired,but we hope our above reply has resolved this matter amicably.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to respond to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (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 Answer

  Date: 07/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/28/2024

  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.

  When I purchased a vehicle financed through Mazda Financial services, I also purchased a mechanical failure service contract . The liehnolder was listed as Toyota Motor Credit Corporation as is standard when financing through mazda financial services. I've decided to cancel this product and had done so shortly after purchasing the vehicle. The refund was processed and sent to the listed lien holder (Toyota Motor Credit Corporation) as is the typical procedure. According to the warranty company, this happened over a month ago and the check still has not been cashed. I get different responses when I have called. One agent told me that it needed to actually be sent to mazda financial services which the warranty company will won't do - they will always send to the lien holder to my understanding. The other said that Toyota Motor Credit Corporation will forward the check to them. This should not be taking over a month to accomplish. It feels as though I am in an endless cycle of various parties blaming the other so I was hoping you could investigate this issue and get my refund applied to my account. Thank you.

  Business Response

  Date: 06/28/2024

  June 28, 2024
  
  BBB Case: ********
  Contact Name: *********************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the refund of their Fidelity *************************** Contract.
  
  MFS thanks ********************************* for bringing their account to our attention.
  
  We are pleased to advise that their Fidelity *************************** Contract refund check of $2,765.00 has been received. Because the check was sent to an incorrect address, we respectfully ask that ********************************** allow three to five business days to ensure it is posted to their account. Rest assured; the check will be backdated to the original date of receipt of June 6, 2024.
  
  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 (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 Answer

  Date: 06/28/2024

  Thank you very much for your prompt investigation into this matter! I am satisfied with this response.

• Initial Complaint

  Date:05/29/2024

  Type:Product 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.

  I paid off my 2024 Mazda CX-5 on 5/3/24 for $34,676.85. The next day, I saw on their website that the payment had been canceled, and the new payoff was $34,680.45. I then paid this amount to Mazda. On 5/6/24, Mazda deducted both amounts from my checking account, and $69,359.30 was removed from my account by ******************. I contacted Mazda on 5/6/24 and was told the payment would be reversed, and I would receive a check within 7 to 10 days. On 5/16/24 my account showed the payment was reversed for $34,676.85, but I have yet to receive a check from Mazda for the overpay on my account. I have contacted Mazda customer ******************** several times and was told that a check would not be sent, and they had no idea how I would receive my money. At this point, Mazda is knowingly and willingly holding the additional $34,676.85 without permission and refuses to refund me the overpay.

  Business Response

  Date: 06/06/2024

  June 6, 2024
  
  BBB Case: ********
  Contact Name: ***************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding ***************************** request for assistance with the above-mentioned vehicle account.
  
  It is always our goal to deliver best-in-class service. We understand and recognize that time is valuable.
  
  Our records reflect that on May 29, 2024, a refund in the amount of $34,676.85 was requested and approved. The refund will be issued electronically to *************************** and typically takes 1-2 business days to reflect on the bank account, depending on our customers ******************** institution.
  
  We respectfully request that our customer please confirm with their ******************** institution that the funds have been received.
  
  To confirm, the account is reflecting as paid off. We thank *************************** for the opportunity to earn their business and hope to have the same opportunity again in the future.
  
  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 Answer

  Date: 06/06/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/24/2024

  Type:Billing 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.

  On May 8, 2024, I called Mazda Financial Services about an over payment I subsequently made on account ending in 2603, which had already been paid in full for all months of my 36 month lease agreement. I was told that I have the option for a refund, and that I can fax required bank documents to receive a check refund. As an alternative, I was told that I can call approximately ************************************************* if I were to lease a new Mazda, I could then apply that over payment to that account. On May 18th, I leased a new Mazda CX5 with Mazda of ********************, the same dealership with my previous lease under account 2603. I was given a new account with ********************** for the new lease under account number ending in 9898. On May 21, I called Mazda Financial Services to request the overpayment from account ending in 2603 to be applied to my new account ending in 9898. Mazda Financial Services did comply and stated that they will have the overpayment reflected in the new account ending in 9898. On May 24, 2024 @ 9:55am, Mazda Financial Services called me and I spoke to an individual named ******************** She explicitly told me that they can no longer refund or transfer the overpayment of $262.50 because the account has been closed as payment was received by Mazda ******************** and they included my overpayment in that payment to fully close the account. No other alternative was given and my $262.50 was essentially stolen, and I would like to make a formal complaint of theft made by Mazda Financial Services.

  Business Response

  Date: 05/31/2024

  May 31, 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 an overpayment refund of $262.50
  
  MFS thanks ********************************* for bringing their account to our attention.
  
  Our records match ************************* in regard to the May 8, 2024 phone call with our representative. They were advised that at that time an overpayment was on file and the proper steps for them to take if they desired a refund, which included calling back in 10 days or providing a bank letter to confirm the payment was valid. The date agreed upon was May 19, 2024, to ensure the possibility of an electronic refund.
  
  On May 12, 2024, through May 18, 2024,Mazda of ******************** requested a payoff, which included ************************* overpayment in the amount of $18, ******, because it was not eligible for a refund on May 8, 2024, without a bank letter. If ********************************* had not overpaid on their 2021 Mazda CX-5, the residual value per page 1, line e, of their signed contract would have been $19,065.55. Their signature confirms they agree with and understand the terms and conditions.
  
  On May 21, 2024, ******************************* called MFS to follow up on their refund and request that it be moved to their new account, which our team member agreed to do; however, when this request was to be processed, no overage existed, and our resolution specialist called ********************************* to advise them when they disagreed with the information provided. As a measure of courtesy, our resolution specialist reached out to Mazda of ******************** and spoke with Georgia, the General Manager, and she confirmed that ********************************* signed and agreed to the payoff. Mazda of New ******** paid MFS on May 18, 2024, one day prior to the original agreed-upon date ******************************* would call MFS.
  
  We have included a copy of their signed contract for their 2024 Mazda CX-5 and invite them to review page 2, line 11,letter B, which states the prior credit or lease balance is $18,******, which matches the payoff quote the dealer received on May 12, 2024.
  
  Lastly, as of May 29, 2024, the overpayment used to pay off their number ********** has been reversed and their account has been reopened. We respectfully invite them to call to process their remaining payment of $262.50 as soon as possible. We are aware that a paid-in-full letter has been generated as of May 23, 2024; however, the first paragraph states,"Your account is considered paid in full subject to final accounting and receipt of goods.
  
  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 (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 Answer

  Date: 05/31/2024

  I am rejecting this response because:   

  On May 8th I spoke with the rep who also asked if I had any intention of leasing a new car with Mazda. I stated that if the price were right, I would and that I would and preferable to any refund, I would like the $262.50 transferred to my new account as the new account would be in my Mazda Financial Services dashboard. I made it very clear since the start of the conversation on May 8th that I would like a refund, with preference to move said over-payment to my new account if and when I leased a new Mazda vehicle. Never did I provide any verbal consent to use my over-payment as part of any brokered deal between Mazda of ******************** and Mazda Financial Services.
  

  I was at Mazda of ******************** on May 12th, and subsequently agreed with a $500 deposit to a new leased vehicle to be picked up on May18th. It is stated in your response that on May 12 Mazda of New ******** requested a payoff, and that Mazda Financial Services included my over-payment of $262.50 in that quote, knowing with notes taken on the account and as confirmed to me when I was on the phone with the rep on May 8, that said funds were to be refunded or transferred to any new account. Again, never did I provide any verbal consent to use my over-payment as part of any brokered deal between Mazda of ******************** and Mazda Financial Services. This is a clear misuse of my funds without my consent.
  

  On May 21st, I called Mazda Financial Services to request the over-payment from account ending in 2603 to be applied to my new account ending in 9898. On that same phone call I was told that I need to call Mazda of ******************** to make sure that they overnight the payoff otherwise I am responsible for the following month (the lease agreement was fully paid already with the additional over-payment as well). I did not know that this was the consumers responsibility. They also stated that they have 'never seen a new account opened so fast.' Nonetheless, it was confirmed that the over-payment were to be moved to my new account, and thank you for confirming in your response that your team member agreed to do so, at which point this matter should have been resolved with no further action needed.

  On May 24th at 9:55am I received a call from ******************** stating MFS won't transfer my over-payment to my new account (at which point was now open). It was stated that because my account was closed, they would know longer be able to do so and that my funds were used (again without my knowledge or consent) with the agreed upon payoff amount between Mazda of ******************** and MFS (aka Mazda Financial Services). I was also told that essentially it would be too much to open up my old account to have this reconciled. After this very unpleasant experience, I opened this case with the BBB and instructed my bank to reverse payment, which was the last resort as I tried to reconcile this directly with MFS.

  You also state that my old account is now open again, but during my call with ******************** it was stated and I quote, 'we are unable to open your closed account'. I find this very interesting that my account is now open after it was stated that it couldn't be opened again and my over-payment applied to my new account. I find this business activity very unnerving, which is very unfortunate because I love driving my new Mazda vehicle, but this experience has left me second guess which car manufacturer will receive my business next. I will however not let this poor consumer experience take away from driving my new CX-5. I hope to find a more agreeable resolution to this matter.
  

  All the best,

  *********************************
  

  Business Response

  Date: 06/06/2024

  June 6, 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 their request for an overpayment refund of $262.50.
  
  Our position remains unchanged. ************************* payment was returned by their bank and must completed to close their account. We respectfully invite ********************************* to call to process their remaining payment of $262.50 as soon as possible.
  
  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 (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 Answer

  Date: 06/09/2024

  I have reviewed the business response and accept this resolution. 

  A payment in the amount of $262.50 has been made to my old account ending in 2603, for VIN *****************.

  Attached is confirmation of payment. Please promptly close the account.

  *********************************
  

• Initial Complaint

  Date:04/29/2024

  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.

  My car was involved in accident and was totaled. Mazda financial canceled my GAP coverage before the accident occurred. Because there was no GAP coverage (due to them canceling), after insurance paid for the value of the car, there was a balance left on my account. I called ***************************************** amount the balance, they told me I was offered a settlement amount, which had expired a month prior to me calling, and I was no longer eligible for. I never received notice of a settlement, not by phone, email, or postal mail (they do not have my current address), therefore I am requesting that I have access to the previous settlement amount that was offered.

  Business Response

  Date: 05/13/2024

  May 13, 2024
  
  BBB Case: ********
  Contact Name: *************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding ************** request for assistance with the above-mentioned vehicle account.
  
  It is always our goal to deliver best-in-class service. We understand and recognize that time is valuable.
  
  Due to the account being in default and charge-off status, voluntary protection products, including GAP, were cancelled, and the refunds were applied to the account balance to reduce the deficiency. MFS was later notified that the vehicle was reported as a loss and a claim was filed.
  
  Our records reflect that $6,913.73 is the current balance on the account. As a courtesy, MFS is waiving $5,413.73, which is the amount the Guaranteed Auto Protection (GAP) claim covers. Our customer is responsible for covering their insurance deductible of $1,500.00 (which is not covered by GAP).
  
  Our customer can expect to receive a revised deficiency balance letter via mail explaining the next steps.
  
  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 Answer

  Date: 05/13/2024

  I have reviewed the business response and accept this resolution. I would also like to make sure the communication is sent to the correct mailing address:

  ******************************************************

  Customer Answer

  Date: 05/14/2024

  I called Mazda Financial Services who said they have no record of any amount being waived. 

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been on reocurring payments for the 2 new vehicles. I add extra to be applied to the principle but have had to call to have the principle you got to actually be applied to the principle. I get verification but the paperwork I get is very confusing; as a matter of fact, when I go into my transaction history on your website, the application of the extras applied to the principle don't even show up. Your monthly statements I get in the mail also don't have a breakdown of interest/principle applied. I want a detailed normal financial statement that has the balance, the amount I paid and how much was applied to principle/interest in a simplistic form. I cancelled the reocurring payment system because your paperwork has led me to believe there is something deceptive going on with Mazda. Believe it or not, we have been religious in our payments but the CX50 is now showing PAST DUE? I need an explanation now.

  Business Response

  Date: 05/06/2024

  May 6, 2024
  
  BBB Case: ********
  Contact Name: *****************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding ********************************* request to confirm the account status and breakdown of the transaction history for the above-referenced account.
  
  It is always our goal to deliver best-in-class service. We understand and recognize that time is valuable.
  
  We have attached a copy of the transaction history, per our customers request, confirming the breakdown and allocation of payments,interest, principal only payments, effective dates, and the loan balance.
  
  As of the date of this response, the most recent payment to post to the account was on April 26, 2024, in the amount of $788.82.
  
  The next payment due will be on May 30, 2024, in the amount of $788.82.
  
  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.

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a lease with Mazda Financial Services and I'm looking to buyout the remainder of the lease. The lease specifies how much I can purchase the car for and says the price does not include official fees, such as those for taxes, tags, licenses and registration. I have contacted multiple dealerships in ******* to do the lease buyout and all of them are:1) Charging dealer fees, which were not specified anywhere in the lease contract and/or:2) Charging documentation fees that are significantly in excess of what the state of Florida charges for documentation. As you know, the Florida Attorney General is investigating this practice, which is illegal and a violation of Florida and federal law. Since the lease contract specifies that I have the option to purchase the car for a set price plus applicable official fees, I'd like to understand from Mazda what I need to do / where I need to go to exercise this option.

  Business Response

  Date: 04/23/2024

  April 23, 2024
  
  BBB Case: ********
  Contact Name: *********************
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding the purchase of our customers above referenced account.
  
  ********************** relationship to the dealerships is that of a financing source, similar to a credit union or a bank, and the dealership is an independent business entity over which MFS has no control.  MFS is not involved in the negotiation process between customers and the dealership and solely relies on the terms and conditions that appear in the written contract. Additionally, MFS has no ability to confirm or deny allegations concerning verbal representations made between you and dealer with respect to the underlying complaints. 
  
  Mazda Financial Services does not conduct direct sales in the state of *******. As a result, we are unable to complete the sale of ********************** vehicle to them. The purchase needs to be accomplished through a licensed Mazda dealer.
  
  MFS understands that this is not *********************** preferred option; however, we highly recommend our customer contact the closest ****************** dealership for assistance.
  
  ********************* can promptly find their closest Mazda dealership via www.Mazda.com/dealers.
  
  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 (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 Answer

  Date: 04/25/2024

  I am rejecting this response because:
  
  - Regardless of Mazda Financial's relationship with Mazda dealerships in the state of *******, I do not have a contract with a Mazda dealership. I have a contract with Mazda Financial. This means that Mazda Financial is responsible for ensuring I am able to exercise my rights as stipulated in the contract. As mentioned in my original complaint, I am unable to do so because the operating partners of Mazda Financial in the state of ******* (i.e. Mazda dealerships) are charging fees that were not stipulated on the contract as a pre-condition of purchasing my leased car.
  - These fees being charged by Mazda dealerships to as part of the lease buyout process aren't verbal agreements as alleged by Mazda Financial in its response back to me. I have proof that I am being charged these fees as a pre-condition of the lease buyout. I am attaching an example here, but I am in possession of several written quotes from Mazda dealerships in the state of ******* which outline these fees.
  
  Should Mazda Financial not resolve this matter in an expeditious manner, I will pursue legal action against Mazda Financial, and will also be referring the matter to the Florida Attorney General (alongside all the written quotes from Mazda dealers across the state of ******* that I've collected). As a reminder, the only resolution I am requesting is for Mazda Financial to indicate where in the state of ******* I can exercise my right in the contract that I have with Mazda Financial to purchase my leased car at the rate we've agreed on, as well as any applicable official taxes and fees.
  
  
  
  

  Business Response

  Date: 04/25/2024

  April 25, 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 purchase of our customers above referenced account.
  
  Our Position remains unchanged. Mazda Financial Services does not conduct direct sales in the state of *******. As a result, we are unable to complete the sale of ********************* vehicle to them. The purchase needs to be accomplished through a licensed Mazda dealer.
  
  MFS understands that this is not *********************** preferred option; however, we highly recommend our customer contact the closest ****************** dealership for assistance.
  
  ********************* can promptly find their closest Mazda dealership via www.Mazda.com/dealers.
  
  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 (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 Answer

  Date: 04/26/2024

  I am rejecting this response.

  I am not requesting that Mazda Financial processes the sale of my car. I am requesting that Mazda Financial informs me which dealership I can go to in the State of Florida to purchase my car at the agreed upon price in the contract that both parties have signed. Every Mazda dealership I've communicated with is adding additional fees to the final price that weren't agreed upon in the contract, and I have included proof of such fees in previous correspondence.
  

• Initial Complaint

  Date:04/13/2024

  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've been leasing a mazda with Mazda financial services for nearly 4 years and have never missed a payment once. However just on the day of Friday April 12th my car was repossessed by them no more than 6 days after missing a payment due to my card expiring. No warning, no late fee, no calls, no texts, no letter, nothing just woke up to my car gone. I would like a statement and referral as to why there was no communication on the subject. No warning. My car was towed and they didn't even have my new address on file. Communicating with the service center on the subject, they didn't even communicate as to why or what the protocol was. They had no awareness of my current address or anything. Why did this happen and how can this be corrected... they are expecting me to pay the full brunt of the fees on the towing and the lateness. I need this corrected immediately.

  Business Response

  Date: 04/16/2024

  April 16, 2024
  
  BBB Case:            ********
  Contact Name: *******************
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against MFS regarding *************** request for assistance with their MFS account.
  
  MFS has reviewed the information provided and require additional information to resolve their concern and locate their MFS account. For us to assist quickly, please provide us with the information below:
  
  The 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 (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.