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:06/25/2025

  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 the loan amount for my 2023 mazda 3 sedan (VIN: *****************) fully on June 4. As part of which, I should be refunded $533.44 for Guaranteed Asset Protection (GAP). After following up with Mazda Financial Services customer ********************, they it takes 10 days to refund this amount, but I didn't receive any check yet, only they sent me a letter confirming that a check of amount $533.44 will be sent to me. Neither have I received any check and upon calling their customer service they are hanging up on me.

  Business Response

  Date: 07/08/2025

  July 8, 2025
  
  BBB Case:******** 
  Contact Name: ****** *********
  Account Number: **********
  
  The ***************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding ****** ********** request for assistance on the above referenced account. We thank our customer for bringing their account concerns to our attention.
  
  We have determined we are not the proper party to address this matter. Please contact ******************, your GAP administrator, directly to inquire about the status of the refund. The correct party can be reached directly using the following information:
  
  Express *********** GAP Administrator Office
  
  **********************************
  
  **********************
  
  Phone Number: **************.
  
  Lastly,thank you for sharing your feedback and for bringing these matters to our attention so that we have the opportunity to improve. Please know, our team members are trained to the highest standards. We understand you rely on the companies you do business with to provide accurate information. We have provided the necessary coaching and prevent any misinformation from being advised in future conversations.
  
  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 **** or its affiliates.

  Customer Answer

  Date: 07/08/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed an auto lease account reported under the name DEFI/TMCC/MAZDA FIN SVC, opened on October 24, 2020, that I do not recognize and did not authorize. This account does not belong to me and appears to be the result of identity theft. I am requesting a full review of this matter and the removal of this fraudulent account from all records.

  Business Response

  Date: 06/30/2025

  June 30, 2025
  BBB Case # ********
  ****** A ********* ******
  Account # **********
  
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by ****** ******. First and foremost, *** would like to thank Mr. ****** for bringing their concerns to our attention.
  
  After a thorough review of ****** ******* account, we have determined that the information reflected in our records is correct and we are reporting Mr. ******* account to the ********************** ****************** (CRAs)in a manner that is consistent with our records. Unfortunately, *** is unable to accommodate Mr. ******* request to remove the negative information currently reported 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 sincerely appreciate Mr. ****** for bringing this matter to our attention. If Mr. ****** should have any further questions, he may contact MFS at *************, Monday through Friday.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission.

• Initial Complaint

  Date:06/24/2025

  Type:Customer Service 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 received a letter from Mazda Financial about receiving a refund for my ************* in the amount of $454.07. I have called Mazda Financial several times and they keep telling me that JMA Financial is supposed to issue my refund, but I received a letter form Mazda Financial stating that they will send my refund and till this date, I still have not received a refund. I beyond the point of frustration and now I am resorting to contact you so that hopefully that this issue gets resolved and I get my refund. Thank you.

  Business Response

  Date: 07/08/2025

  BBB Case: ********
  Contact Name: ******** ******
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding a GAP refund on the above MFS account number. First and foremost, we would like to extend our sincerest apologies for the delay in issuing the refund check.
  
  On July 01, 2025, our ************************************* contacted JM&A Group, the administrator for GAP. We were informed that prorated credit was sent electronically to the Dealership, ***** ******* Mazda, on May 03, 2025. According to the Finance Manager, the refund will be processed within ***** days from the contract cancellation date of May 03, 2025.
  
  However,*** was able to expedite the request as the account is now paid in full, and a refund will be issued to Ms. ****** at the mailing address on file. Please allow 5-7 business days for delivery.
  
  Mazda Financial Services strives for excellence in customer satisfaction, and we apologize for the delay in processing the refund check. If Ms. ****** has any further questions, she may contact our ******************** directly at *************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Where to begin. First we made a mistake and missed a payment on a leased car and the car got a repo. Fair enough that was out fault. We had then decided to buy out the car because we wanted to keep it. So we got ourselves a car loan through ******** who approved it, and then purchased out the vehicle directly from Mazda Financial Services. Great, the car was paid for but the repo lot would not give us the car because Mazda Financial Services never released it even though it was purchased already. While working on getting this fixed instead of sending the documents they ended up setting the car up for an auction!!! On a vehicle we paid for already. Luckily this part got fixed finally but now they expect us to drive 3 hours away to go get the car from the auction house and another 3 hours back home. Unacceptable. Bring our car back to us that you had sent away when you should not have and refund us any of the fees occurred from this.Additionally you made us pay another $350 for a key fob before you released the vehicle TO THE AUCTION HOUSE because there was only 1 key fob in the car from the repo company. We have the other key still for the vehicle WE PURCHASED.

  Business Response

  Date: 06/27/2025

  BBB Case: ********
  Contact Name: ***** *******
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) are in receipt of the rebuttal filed against MFS regarding the repossession of the referenced vehicle and the associated fees for the above-mentioned account. First and foremost, we would like to extend our sincerest apologies for any frustration Mrs. ******* endured when contacting our ******************** regarding the same matter.   
  
  Our records reflect on September 04, 2021, Mrs. ******* signed a Closed End Motor Vehicle Lease Agreement for a 2021 Mazda CX-30. By signing the agreement, she agreed to make thirty-five payments of $289.79 each month beginning on October 04 17, 2021. 
  
  Per Mrs. ******** request, on March ******** a Lease Extension Agreement form (signature required) was mailed to ************ Pursuant to the terms and conditions of her lease agreement, *********** was required to complete the form by March 28, 2025. Despite attempts to reach Mrs. ******** our outreach was unsuccessful, and the Lease Extension Agreement form remained incomplete.  As a result, her MFS account continued to be delinquent, and the vehicle was lawfully repossessed on May 30, 2025, per the terms of her MFS contract.
  
  Following the repossession, a Notice Purchase of lease Vehicle was sent to Mrs. ******** address on file. Per the letter or rights, Mrs. ******* was advised to remit a payment in the amount of $16,860.57 in order to purchase the vehicle. The vehicle was located at ************: *************************************************** Please note that *************** and Remarketing requested payment for the recovery of the vehicle. Upon internal review, it was determined that United Recovery inadvertently charged for a replacement key fob. We are in the process of requesting a refund of the $350 erroneous key charge.
  
  Our records also reflect on June 06, 2025,Mazda Financial Services received an official check for $16, 860.57. As of the date of this response, Mrs. ******** *** lease account is paid in full with no outstanding charges.
  
  Please be advised that, due to the legal repossession of the vehicle. MFS is unable to return the vehicle directly to Mrs. ********  We recommend that she contact Manheim Auction to arrange for pickup at her earliest convenience.   
  
  Please know Mazda Financial Services strives for excellence in our customer satisfaction. If there are any additional questions regarding this concern,please contact us at ***************
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  Date:06/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had a lease agreement through my business ***************** for the past year and half. My payments have been on auto-pay since the beginning. The auto-pay broke in March and I was unaware of the issue. I was notified by ********* today that there was an issue with 2 late payments. I logged in and discovered the issue and immediately paid the amount due and re-establishing connection to my business checking. I asked them to remove the late payments from my credit report and they refused to do so stating they called me and mailed me notifications. I use the same numbers for business and personal and have ZERO missed calls from them and we received NOTHING in our mailbox. They claim they made multiple attempts, but I would have resolved it immediately had I known. They will not remove the late payments and my credit score is extremely important to me. The moment I was made aware, I called them and resolved it immediately. Any help would be appreciated. Thank you.

  Business Response

  Date: 06/24/2025

  June 24, 2025
  BBB Case # 23461221
  PAUL R HOULE
  Account # 0500355889
  
  
  
  This is in
  response to the complaint filed against Mazda Financial Services (MFS) by Paul
  Houle. First and foremost, MFS would like to thank Mr. Houle for bringing their concerns to our attention.
  
  After a thorough review of Mr. Houle’s account, we have determined that the information
  reflected in our records is correct and we are reporting Mr. Houle’s account to
  the Credit Reporting Agencies (CRA’s) in a manner that is consistent with our
  records.    
  Please know MFS strives for excellence in customer satisfaction
  and we sincerely appreciate Mr. Houle for bringing this matter to our attention. If Mr. Houle should have
  any further questions, they may contact MFS at (866) 693-2332, Monday through
  Friday.
  
  We may include Personally Identifiable Information (PII) as
  necessary to the complaint as submitted by the customer. We do not control how
  or whether the BBB safeguards our response or the PII in our response after
  submission.

• Initial Complaint

  Date:06/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need to speak to a Mazda financial agent to pay off my account.When dialing their main hotline the caller is routed to an agent of Toyota/Lexus.I have been told numerous times that Toyota informed Mazda of this blip.Its been going on for at least two months since I have tried.Just want them to call me to resolve the outstanding amount and remove the credit hit.Thanks

  Business Response

  Date: 06/27/2025

  June 27, 2025
  
  BBB Case: 23458651        
  Contact Name: ********* ****
  Account Number: *********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding ********* ***** request to make payment on his outstanding balance due. We want to thank our customer for bringing their account concerns to our attention. First and foremost, we are sorry to learn that Mr. ***** vehicle has been deemed a total loss, and we hope all parties involved are safe and well. We understand this can be a challenging time.
  
  After reviewing the account in detail, our records indicate on November 21, 2024, *************** notified us that Mr. ***** vehicle had been declared a total loss. On November 14, 2024[JA1] [GJ2] , Geico issued a letter of Total Loss Settlement Explanation to Mr. **** confirming a settlement amount of $30,568.57, as determined by Geico, would be accepted to release our security interest.
  
  After Mazda Financial Services (MFS) applied the insurance settlement funds of $30,568.57 and payment of $1,199.85, a deficiency balance was due of $706.94. We mailed the outstanding balance letter to Mr. **** on January 22, 2025, and this notice included an option to arrange payments within 30 days from the date of the letter. Due to non-payment, the account was subsequently charged off. This charge-off deficiency balance has also been reported to the Credit Bureau Agencies.
  
  Please know that *** makes every attempt to positively respond to all of our customers. However, we are required by Federal Law to report all information accurately to the
  Consumer ****************** (****), including a charged off balance. As a result, the
  charge off status reflecting on their credit report is accurate and unfortunately, we are
  unable to remove the adverse information.
  
  Our records show Mr. **** speaking with our collection department on June 24, 2025, paying the outstanding balance of $706.94 and the balance is now reflecting as $0.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.
  
   [JA1]Are these dates correct?
   [GJ2]@**** ***** Letter from Geico to Customer

• Initial Complaint

  Date:06/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am written to complain about the incompetence and rudeness of Mazda Financial Services. Checks are mailed in a timely fashion, and the company can take up to 24 days to cash. This makes my payment late. When I call, they say there is nothing they can do and even though the check is sitting there. Now I have late payment fees I feel I am not responsible for. Payment is due by the 12th of the month; I do not even receive the statement until the 6th. Again, they tell me that is my problem. I have my bank sending the checks so I can track them. There agents are RUDE and disrespectful.check processed check received check cashed 11/29/24 12/5/24 12/10/24 12/31/24 1/5/25 1/13/25 1/31/25 2/6/25 2/28/25 2/26/25 3/3/25 3/6/25 4/1/25 4/4/25 4/10/25 5/1/25 5/4/25 5/22/25 5/23/25 5/29/25 6/4/25 I know the amount is small, but this is an ongoing battle and has been since I purchased my car in 2021.

  Business Response

  Date: 06/28/2025

  June 27, 2025
  
  BBB Complaint ID: ********
  Contact Name:  ******* *******
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding ******* Johnsons request for assistance with the above-referenced MFS vehicle account.
  
  We thank our customer for bringing their account concerns to our attention.
  
  MFS billing statements are generated 17 days prior to the payment coming due every month.Per the contract agreement, payments are due on the 12th of each month;however, ******* ******* is able to make payments at any time. Currently, our customer is utilizing their ******************** institution to issue checks to MFS and send the funds via standard mail via the **************************** (****).Standard mail time for delivery for the **** is 7-10 business days.
  
  MFS offers additional payment methods. ******* ******* is registered on the *** customer portal and can make payments via the website at ************************** or via the ********** app, which eliminates mail processing times. Pay by Phone is also an option through our Interactive Voice Response (IVR) system. All payment options other than regular mail are located on the back of any billing statement. Included with this response is a copy of the most recent billing statement dated June 25, 2025.
  
  MFS posts the effective date of the payment as the date we receive the check. Additionally,the MFS system of record reflects that all payments that have been received associated with the referenced account have posted successfully within the 10-day window of a late charge being incurred; however, a late charge was assessed to the account on February 24, 2024, in the amount of $3.10. As a one-time courtesy, the late charge has been waived as of June 25, 2025.
  
  Lastly, our team members are trained to the highest standards. We understand our customers rely on the companies they do business with to provide accurate information. All phone recordings have been reviewed on the account, and we have provided any necessary coaching to the appropriate management team(s).
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at *************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Business Response

  Date: 06/28/2025

  June 27, 2025
  
  BBB Complaint ID: ********
  Contact Name:  ******* *******
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding ******* Johnsons request for assistance with the above-referenced MFS vehicle account.
  
  We thank our customer for bringing their account concerns to our attention.
  
  MFS billing statements are generated 17 days prior to the payment coming due every month.Per the contract agreement, payments are due on the 12th of each month;however, ******* ******* is able to make payments at any time. Currently, our customer is utilizing their ******************** institution to issue checks to MFS and send the funds via standard mail via the **************************** (****).Standard mail time for delivery for the **** is 7-10 business days.
  
  MFS offers additional payment methods. ******* ******* is registered on the *** customer portal and can make payments via the website at ************************** or via the ********** app, which eliminates mail processing times. Pay by Phone is also an option through our Interactive Voice Response (IVR) system. All payment options other than regular mail are located on the back of any billing statement. Included with this response is a copy of the most recent billing statement dated June 25, 2025.
  
  MFS posts the effective date of the payment as the date we receive the check. Additionally,the MFS system of record reflects that all payments that have been received associated with the referenced account have posted successfully within the 10-day window of a late charge being incurred; however, a late charge was assessed to the account on February 24, 2024, in the amount of $3.10. As a one-time courtesy, the late charge has been waived as of June 25, 2025.
  
  Lastly, our team members are trained to the highest standards. We understand our customers rely on the companies they do business with to provide accurate information. All phone recordings have been reviewed on the account, and we have provided any necessary coaching to the appropriate management team(s).
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at *************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.
  

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 2024 we purchased a 2024 Mazda cx-90. It had so many issues that we wrote Mazda in January 2025 that we wanted them to repurchase the car. On 1/31/25 Mazda wrote us and told us they will repurchase the car. They gave us a list of instructions in order to turn in the car. Once we sent over all items, I.e. payoff, current registration, payment history, etc. they gave us instructions on where to surrender which we did on 4/17/2025 to ****** Mazda in **********, **. We received a check for 11 months of payments and our down payment of $5,000 for a total amount of $11,616.88 They sent a payoff check to Mazda Financial in the amount of $47,078.20. We were also given a check in the amount of $339.42 supposedly an overpayment after payoff (we were supposed to receive $733.48) but we were just glad to have every done.Last week we received a notice from the bank that my over payment check had been returned! Then the worse came the payoff check had been returned!!! Every day we get harass from Mazda Financial for payment. We have explained over and over that Mazda corporation was the one who sent that check not us. Our credit has now been affected as is over 30 days late. Mazda corporation has not returned our calls None of our calls. The gentlemen who helped us this entire process has not returned one email. We have been calling for over a week now and they will not return emails or calls. This is incredibly unacceptable! We do not know what else to do. I never had a big corporation do this before. We have all the contracts and agreements if you need to see them.

  Business Response

  Date: 06/09/2025

  June 09, 2025
  BBB Case # ********
  ********* *******
  Account # **********
  
  
  This is in response to the complaint filed against Mazda Financial Services (MFS) by ********* *******.
  First and foremost, MFS would like to thank Mr. ******* for bringing their concerns to our attention.
  
  After a thorough review of ********* ******* account, we have determined that the information reflected in our records is correct and we are reporting Mr. ******* account to the ********************** ****************** (CRAs) in a manner that is consistent with our records. There are no delinquencies currently reporting on the account and account is closed and paid in full.
  Please know MFS strives for excellence in customer satisfaction and we sincerely appreciate ********* ******* for bringing this matter to our attention. If Mr. ******* should have any further questions, they may contact MFS at **************,Monday through Friday.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission.

• Initial Complaint

  Date:06/04/2025

  Type:Sales and Advertising 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 just bought a 2025 from Hertige Maza of ******. The process went smoothly with the salesperson, however the finance process used a table top display, I advised the finance person that I was not interested in the *** Auto Armor for $1599.00 or the 4N1 Assurance Protection for$1844.00. On the table top desk ,when the forms came up , I said no again to both forms. Then I was asked to sign paper copies and of course I trusted the financial person. I had been at the dealership from 9:30 am and let around 1:00pm. No paper copies were given to me at the dealership that day. I took the car back to have accessories I had paid for and asked for the *** stick that all the paperwork was on for the car. To my surprise when I printed all the copies out my name appeared on copies of the two documents listed above. I do have a 2 copies of the Vheicle form, one without my signature and one with my signature. I think the dealership using the table top display. I'm wondering if the finance person can use my signature from other table top display documents and then add the documents when they are printed.

  Customer Answer

  Date: 06/05/2025

   

  Thank you, but I spoke with the manager this morning and he has agreed to refund the  new car charges that I wrote to the BBB about. At this time I am satisfied with the dealers response and no other actions from the BBB are requested or required.  Thank you for following up and the services you offer. 

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  sent Payoff check to Mazda $278.43 check was cashed and never posted by Mazda Financial services.

  Business Response

  Date: 06/04/2025

  June 4, 2025
  
  BBB Case: ********
  Contact Name: ****** *****
  Account Number: **********
  
  The ***************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding the missing payoff check for the above forementioned account number.
  
  Primarily, we would like to extend our sincerest apologies for the frustration Mr. ***** has endured when contacting our customer service center regarding his missing payment. Our records indicate on May 11, 2025, Mazda Financial Services (MFS) received a check from Mr. ****** in the amount of $278.43, which was inadvertently misapplied to an account. We have located Mr. ****** payment and subsequently requested an adjustment to apply the funds to his account. Once the payment adjustments are completed, we will apply the payment to Mr. ****** payoff within 3-4 business days.
  
  MFS strives for excellence in customer satisfaction and regret if we failed to meet Mr. ****** expectations, with respect to his misapplied payment. If Mr. ***** has any further questions, he may contact our *********************** directly at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by ****. Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.