Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mazda Financial has continually failed to deliver a copy of my title to the State so I can get my car registered. I have moved states twice and they have failed to deliver the title to both states, and I have been unable to get my car registered for this reason in either of the states I have moved to. I have continually called their customer service, who has told me there is nothing they can do except wait.

  Business response

  01/16/2025

  January 16,2025
  
  BBB Case: ********
  Contact Name: ***** *******
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding ***** ******* s request for assistance with the above-referenced MFS vehicle account.
  
  We thank our customer for bringing their account concerns to our attention. *** attempted to reach our customer by phone at the number ending in 09 as of the date of this response but was unsuccessful.
  
  Our records reflect that on May 7, 2024, our customer contacted *** requesting a copy of the title. Also on May 7, 2024, *** sent a letter advising that a paper title was requested to assist our customer, and due to the service levels of the Department of Motor Vehicles (DMV), the timeframe to receive the paper title was 6-8 weeks. On June 10, 2024, the ************ (**) paper title was received. That same day, our customer inquired about an update on the status of the title. The title was sent to our customer on June 18, 2024.
  
  Additionally, on July 8, 2024, MFS received the document back from the **************************** (****) marked as insufficient address, unable to forward. The address on the document aligns with the address in our system of record for our customer. Our records also reflect the most recent contact had with ***** ******* was on June 10, 2024.
  
  MFS is happy to assist our customer and provide a copy of the title; however, the correspondence sent originally containing the copy of the title was returned to MFS by the ****, and the state provided to the Better Business Bureau (BBB) by the customer does not align with the address in our system of record. *** will need our customer to confirm where the copy of the title should be sent. We respectfully request that ***** ******* please contact MFS at the number below so that we can assist our customer.
  
  Please know that ********************** strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at *************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife (****** ***********) and myself were renting a Mazda CX-5 2021 vehicle. We decided we would like to purchase the vehicle. On 11/11/24 we received a statement from Mazda financial services for a total payoff amount of 17,474.20$. The documented stated the amount included a sales tax of 1,175.75$. On 11/15/24 we mailed a certified check for the exact amount on the Mazda financial services document we received. It was sent by priority mail. It was received on 11/20/24 by Mazda financial services. We placed a call to Mazda financial services after a week of the check not being cashed. We were notified that it was not cashed due to the exact payoff amount not being correct. We were never notified. At this point a lengthy dialogue incurred between ****, an experience team supervisor in the Arizona office. We were notified by **** that Mazda financial services inverted the numbers and the full price did not include taxes. This was the opposite of the letter we received in the mail and had to rush to pay. We would in fact owe an additional amount of 1,448.75$ that would need to be paid. We paid the additional unexpected amount that was an additional strenuous financial responsibility. At the present moment (1/3/25) we have still not received the title for the car. We have been communicating with **** for the past 6 weeks without resolution. We did everything on our end as a consumer to the **** ****, the experience team and resolution services of the Mazda financial services team have been negligent and irresponsible with the consumers time and money. The amount of additional stress this has cost my wife and myself is extremely disappointing and unwarranted.

  Business response

  01/17/2025

  January 17, 2025
  BBB Case# ********
  ****** ******
  
  This is in response to the complaint filed against Mazda Financial Services (MFS), by ****** ****** regarding a title release. First and foremost, we would like to extend our sincerest apologies for the frustration Mr. ****** endured when contacting our ************************
  
  Secondly, in an effort to protect the account holders privacy, we regret to advise that we are unable to provide ********* with specific details pertaining to the referenced account. Please know,we respect the privacy of our account holders and employ procedural safeguards to also protect the confidentiality and security of our customers information.Unfortunately, our records do not reflect proper authorization has been provided by our account holder, to discuss the status of the title release.  Its important to know that if Mr. ****** wishes to contact our *********************** regarding the referenced account, we will need to speak to the account holder to obtain the proper authorization before proceeding with any details.
  
  
  We realize this may not be the response ********* desired, but we hope our above reply has resolved this matter amicably.
  
  Please know Mazda Financial Services strives for excellence in our customer satisfaction. If there are any additional questions regarding this concern, please have our account holder 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

  12/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I purchased my 2010 ***** CRV in ****** and have since moved to ****** on military orders. On November 25th I contacted my local *** to register my vehicle and was told I needed the original title. I then contacted Mazda via their customer service phone line. They provided me with the fax number and alternate fax number and all information needed on the request for title. I gave all the applicable information to my *** and they sent the information. I called Mazda back and they said it takes about 2 days I called back after that and they hadnt received the information. So I went through this process two more times and Mazda still hasnt received it. It is now December 12th. I dont know what needs to happen but something isnt working on Mazdas end. I would like for Mazda to send the title or coordinate with my local DMV and find a solution so I can register my vehicle. Thank you.

  Business response

  12/23/2024

  December 23, 2024
  
  BBB Case: ********
  Contact Name: ****** *******
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding ****** ******** request for assistance with the above-referenced MFS vehicle account.
  
  We thank our customer for bringing their account and concerns to our attention.
  
  MFS records reflect that as of December 16, 2024, we received a written request from the Department of Motor Vehicles (DMV) for the title transfer to the state of Kansas.
  
  As of Thursday, December 19, 2024, via ***** tracking #************, delivery was confirmed at 11:39 am in *********, **. *** respectively requests our customer to please follow up with the **** if they have not done so already, to finalize the transfer process and register their vehicle.
  
  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 response

  12/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the past 12 months I have made payments on time. I send the payment 14 days before it is due and every month for 12 months I get a call that my payment is late. **** sends the payment and it arrives in ******* three days after it is sent. But my check is never posted on time. I need this fixed.

  Business response

  12/12/2024

  December 9, 2024
  
  BBB Case: ********
  Contact Name: ******* *****
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding her remitted bill payment for the account referenced above.

  Please be advised, *** is unable to stop any collections activity on a past-due account. We are required to continue our collection practices until the account is brought current.

  Following a detailed investigation, we have determined that Mrs. *********** processes all bill payments through a third-party provider, **************. This process may cause delays in receiving her bill payment. While the funds are debited from Mrs. ****** account immediately, it may take 7-9 days for Mazda financial Services to receive and apply her payment.

  We encourage Mrs. ***** to consider registering her account via our website ***************************************************** registering she can remit payments directly through our website to avoid any delays or contact our customer care team for additional support.

  Please know Mazda Financial Services strives for excellence in our customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.

  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by ****. Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer response

  12/15/2024

  I am rejecting this response because:   I send the check 9 days before the due date and there is an additional 10 day grace ******* My check is not being posted until 30 days after it is mailed, this is excessive and unacceptable. I would like to get an image of the envelope and the check when Mazda receives it.  

  Business response

  12/17/2024

  December 17, 2024
  
  BBB Case: ********
  Contact Name: ******* *****
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the rebuttal filed against *** regarding her remitted bill payment for the account referenced above. We regret to learn she was dissatisfied with our previous response; however, based on our review on her account, our position remains the same.
  
  As indicated in our previous response, that **************** processes all bill payments through a third-party provider, **************. This process may cause delays in receiving her bill payment. While funds are debited from Mrs. ****** account immediately, it may take 7-9 days for Mazda financial Services to receive and apply her payment.
  
  To help avoid delays, Mrs. ***** has the following options:
  
  Registering her account via our website **************************************************, and remit payments directly through our website.
  
  Mrs. ***** may Contact her online bill payment customer ******************** if checks can be sent electronically via Automatic Clearing House (ACH) instead of sending paper checks by mail.
  
  If her financial institution does not support ACH payments, there may still be delays in receiving paper checks. Please note that Mazda financial Services,processes payments daily with 1-2 days of processing, and with a cutoff time of 4:00 pm.
  
  Please be advised, per contract Mrs. ***** has additional 10 days before a late charge is applied. However, if a payment has not received on or before the 17th of the month, there may be collection activity on her MFS account. Please note,Mrs. ***** may contact her financial institution for copies of canceled checks.    
  
  Please know Mazda Financial Services strives for excellence in our customer satisfaction. If there are any additional questions regarding this concern,please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by ****. Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved states this year and I requested a title transfer to the new state so I can get my car registered in the new state. The request was put in early April. I called Mazda Financial before putting my request in to be sure there were no issues. They did not warn me of any issues and said that things would be done within a couple months. In August, I paid off the car, still no words on the title. I called them several times between the time of request to October. The entire time before October all my calls were answered with "wait, it might take a while to come in". I called the *** of my original state and they said they sent the title to Mazda months ago (before my car was paid off). I called Mazda back and explained the situation and again they said to wait. Eventually after much back and forth Mazda admitted that they might have lost the title when I paid off the car. They are filling out the proper form for me to do a retitle request, but they are not offering to pay for the retitle request nor even putting in the effort to look for the title (which is in their offices somewhere). The customer service ***resentative also put the blame on me for paying off my car when moving states even though the original *** I called before putting the state transfer request did not offer any flags or warnings about this. I just think it is ridiculous that I had to spend so much time and so many calls to get to the bottom of the issue and that Mazda took no responsibility for something that is their fault.

  Business response

  11/20/2024

  November 20, 2024
  
  BBB Case: ********
  Contact Name: ***** ****
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding ***** Yangs request for assistance.
  
  The privacy of our customers is vital. *** respects the privacy of our customers and employs procedural safeguards to protect the confidentiality and security of our customers information. Our goal is to ensure we are in compliance with federal privacy laws and any state-specific regulations regarding the sharing of information. 
  
  Based on the details supplied in the complaint correspondence,as an unauthorized party, we are unable to fulfill this request on ***** Yangs behalf.
  
  We respectfully request that our account holder contact us at the telephone number provided below to provide full authorization to discuss the account with ***** ****, or they may contact us directly to discuss the above-mentioned concern.
  
   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

  11/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I moved to ******** in July. I attempted to get my car plates in ** in August but was unable to get the documentation from Mazda until 10/31/24. They mailed it to the wrong address twice and failed to follow up on calls within the ***** hrs promised. This has caused me over $150 in property tax in the state of ** and I've had to keep my MA license places and policy until I could get new plates, so $300 in extra insurance. Not to mention the time it took to manage their multiple mistakes and legal exposure to having expired plates for several months.

  Business response

  11/05/2024

  November 5, 2024
  
  BBB Case: ********
  Contact Name: *********** ********
  Account Number: **********
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding *********** ******** request for assistance with the above-referenced MFS vehicle account.
  
  We would like to thank our customer for bringing their account and concerns to our attention so that we have the opportunity to improve. We understand and recognize that time is valuable.
  
  An MFS Supervisor spoke with our customer on November 4, 2024.
  
  Our customer confirmed that they received the state-to-state transfer packet and were able to successfully register their vehicle with the state of ******** as of Friday, November 1, 2024.
  
  We recognize that receiving a resolution has been time-consuming and ongoing for our customer. As a result, *** will be providing a token of our appreciation for our customers patience under separate cover. No additional compensation is due or owed to our customer.
  
  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; therefore, we have provided the necessary coaching to the appropriate management teams.
  
  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

  09/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying repeatedly to make my monthly car payment using my Mazda Financial Services account.For the last 3 days I have been unable to access my account. I have tried more than 20 times to change my password. The site will not allow it.I have called them. They are only available business hours Monday through Friday. I attempted to call them from work during business hours. I received the same message that they were closed.I have tried calling Mazdas Corporate Customer Service.They said they cannot help me. I do not know what to do.I have excellent credit. I am concerned that my payment is going to show up as a late payment and negatively affect my Credit.This is 100 percent Mazdas fault not mine. I do not want my credit affected due to Mazdas incompetence.Can you please help me?

  Business response

  09/11/2024

  September 11, 2024
  
  BBB Case: ********
  Contact Name: ****** *******
  Account Number: ******9978
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the complaint filed against *** regarding their website access and payment concerns.
  
  Our records reflect that on July 24, 2024, ****** ******* entered into a retail installment sale contract for their 2020 Mazda CX-30 for 60 payments of $180.32, with the first payment due on September 30, 2020, and the remaining payments due on the 7th of each month.
  
  On August 20, 2020, ****** ******* created an online profile on our website at **************************************************. Additionally, our records reflect they were able to log into the website on September 2 and September 7 of 2024. The *** website is 100% customer-driven, and we have not identified any internal or technical errors that would have resulted in the delay of the payments referenced above on your account.
  
  While our phone lines service level may cause outages from time to time, ****** ******* should kindly note that lack of access to our call center or website does not excuse their responsibility of making their timely payments, as stipulated in their signed contract. ****** ******* may also consider using an alternative payment method, such as calling in to our customer experience center, paying by mail, or your ***** **** pay.
  
  As a measure of courtesy, we are including their latest billing statement for their records.
  
  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 response

  09/11/2024

  I am rejecting this response because:   
  I dont understand. I have tried to make my payment. I cannot. The error is YOUR end not mine. Basically you are telling me that you dont actually care that your site is not working and I have been able to get through to anyone by phone. Amazingly you dont feel that you bear any responsibility for the issue Im having.

   Your complete lack of **************** is unbelievable and unprofessional.

   I will never do business with Mazda again.

  Business response

  09/13/2024

  September 13, 2024
  
  BBB Case: ********
  Contact Name: ****** *******
  Account Number: ******9978
  
  The **************** of Mazda Financial Services (MFS) is in receipt of the follow up complaint filed against *** regarding their website access and payment concerns.
  
  MFS thanks ****** ******* for their feedback. Our position remains the same, with respect to their payment responsibility, and alternative payment options are available.
  
  Our records reflect that on July 24, 2024, ****** ******* entered into a retail installment sale contract for their 2020 Mazda CX-30 for 60 payments of $180.32, with the first payment due on September 30, 2020, and the remaining payments due on the 7th of each month.
  
  On August 20, 2020, ****** ******* created an online profile on our website at **************************************************. Additionally, our records reflect they were able to log into the website on September 2 and September 7 of 2024. The *** website is 100% customer-driven, and we have not identified any internal or technical errors that would have resulted in the delay of the payments referenced above on your account.
  
  On September 13, 2024, our office had the opportunity to speak with ****** *******, at which time they agreed to email us screenshots of their website experience; they provided an updated current address; and we invited them to contact the *** in their previous state of ***** to ensure a smooth title release because they indicated their desire to payoff.
  
  As a measure of courtesy, because ****** ******* was unable to access our website at the time of our call, we scheduled a future call, and they can expect our follow-up via phone call as agreed on Tuesday, September 17, 2024, at 530 pm their local time.
  
  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.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On May 2, 2024 I was got new lease from 2024 mazda cx 90 from Performace Mazda and return my old leased 2021 Mazda cx 9. At the point of singing all documents I was approved by Mazda for pull ahead lease (3 month) up to 1000 dollars if I lease new Mazda. I had 3 payments left. My monthly payments we 540 per month. At the pound of lease signing I paid 620 difference betwween 1000 & 1620. On September 4 I got bill from Mazda Financial service for amount of $987.14 . When I spoke with representative from lease end with number OEPT, she told me that I am not qualify for $1000, because instead of accepting my car dealer sold it at action. I am not accepting this answer and consider is a FRAUD by Mazda. I expect mazda to honor their offer

  Business response

  09/13/2024

  September 13, 2024
  
  BBB Case: ********
  Contact Name: ***** ************
  Account Number: **********
  
  The **************** of Mazda Financial Services (***) is in receipt of the complaint filed against *** regarding ***** Mizhiritskiys 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 system of record reflects that our customer took delivery of a new ***************************** with *** as of May 6, 2024, and returned the vehicle associated with the above-mentioned account as of May 2, 2024.
  
  At the time of return, the account had 4 payments remaining. *** waived 1.85 payments of the 4 payments remining under the terms of the *** Lease Pull Ahead (LPA) Program. 1.85 payments are eligible to be waived being this amount is more than the remaining depreciation due and most beneficial to our customer under the terms of the *** LPA. Additionally, the $350 disposition fee was also waived in recognition of ***** Mizhiritskiys loyalty.
  
  A correspondence dated August 28, 2024, was mailed to our customer confirming their options to satisfy their end-of-lease termination charges and fees. We use two calculations to determine the early return balance and have chosen the most advantageous for our customer. In summary, Early Return Calculation # 1 considers remaining depreciation at return, Excessive Wear and Use charges, Excessive Mileage, lease termination charges, and unpaid fees or charges. The total amount due for calculation # 1 is $987.14 (total charges minus total adjustments). This information is accurate and correct. We have included an additional copy with this correspondence with this response for our customer.
  
  We realize this may not be the response desired, but we hope our above reply has resolved this matter amicably. *** is happy to have the opportunity to earn ***** Mizhiritskiys business again, and we hope they are enjoying their new Mazda!
  
  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 response

  09/13/2024

  I am rejecting this response because:

  The statement provided by response is fall as of delivery date on 5.2.2024. I was charged 540 dollars automatic deduction and had 3 payments left. Also at the dealership I was charched 2620 dollars

  Which included $2000 out of pocket and 620 to cover deference between 1000 dollars pyll ahaid lease and remaining 3 payments. ONCE AGAIN Mazda response manager did not complete reaserch or it just capture of Mazda to provide incorrect information.  I am sick and tired to be pushed by Mazda and everything getting different explanations 

  For me it just consumer frod and was promised one price and got another.

  If you really provided even dissent customer service you would take time and check all payments as well as new lease contract.

  Business response

  09/19/2024

  September 19, 2024
  
  BBB Case: ********
  Contact Name: ***** ************
  Account Number: **********
  
  The **************** of Mazda Financial Services (***) is in receipt of the follow-up complaint filed against *** regarding ***** Mizhiritskiys request for assistance with the above-mentioned *** vehicle account.
  
  Our position remains the same. *** has confirmed from our original response on September 13, 2024, At the time of return, the account had 4 payments remaining. *** waived 1.85 payments of the 4 payments remining under the terms of the *** Lease Pull Ahead (LPA) Program. 1.85 payments are eligible to be waived being this amount is more than the remaining depreciation due and most beneficial to our customer under the terms of the *** LPA.Additionally, the $350 disposition fee was also waived in recognition of ***** Mizhiritskiys loyalty.
  
  ***** ************ signed and took delivery of their 2024 Mazda CX-90 associated with the *** account ending in 4614 on May 2, 2024. A payment of $540.00 was posted on May 1, 2024, to the above-referenced account. With that payment, there were still 4 contracted payments remaining on the above-referenced account; therefore, the information provided is accurate.
  
  We realize this may not be the response desired, but we hope our above reply has resolved this matter amicably.
  
  Please know that Mazda Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. The trade name Mazda Financial Services and the Mazda and Mazda Financial Services logos are owned by Mazda Motor Corporation (Mazda) or its affiliates and are licensed to Toyota Motor Credit Corporation (TMCC). Retail installments are owned by TMCC.  Mazda is solely responsible for its products and services and for promotional statements about them and is not affiliated with **** or its affiliates.

  Customer response

  09/19/2024

  I am rejecting this response because:  

  Again this is not correct info. New lease delivery date was 5/02/2024. See atonement 1

  Also payment #** after which 3 payments left was automatically subtract from my account also on 5/02/2024. Also I paid 620 dollars difference on 05/02 at the dealership.  2000 put of packet + 620 difference between remains payments and 1000 dollars pull ahaid lease see attachments #2

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First week of July I paid off my 2023 financed Mazda Miata early. ? I have yet to receive my title coming up on two months. I've opened up a dozen customer support tickets. I've called 10 times. Mazda Finance has told me every possible version of why I don't have my title. They have a new system It was shipped July 19 It'll be ***** to you tomorrow would I accept this "form letter" non-specifically defining that the car is paid off and wait? All of the customer support is offshore. Everyone I've spoken to simply reads from scripts and makes up a different lie. I've three times now barked my way up to customer experience resolution and three times been told three completely different stories about why my title has not been issued. the best one is that the "ownership" of my title needs to be transferred digitally to my new state and issued by that state, but they don't issue paper in *******. I'm not making that up. That's really what they said.Every time I open up a ticket they post a form letter about "addressing my concern" and then close the ticket. I've called the dealership and they've escalated to Mazda customer experience I've emailed all of the numbers relating to customer experience with with ********************** I want is my title and the privilege of never ever doing business with Mazda Financial again. But I'll certainly also accept letting the rest of the world know about these guys. They will not relinquish ownership of my car to me even though it's fully paid off.

  Business response

  08/30/2024

  August 30, 2024
  
  BBB Case: ********
  Contact Name: ***************************
  Account Number: **********
  
  The **************** of Mazda Financial Services (***) is in receipt of the complaint filed against *** 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 system of record reflects that *************************** submitted payoff funds of $12,538.70 via the *** website on July 10, 2024. A standard 10-day hold was placed on the funds as a result of the funds being submitted via the website.
  
  Additionally, due to an inadvertent error, the title was processed and mailed via the United States ********************* as of August 19, 2024, to the address of record in **********, *******. Please allow 7-10 business days for the title to be delivered.
  
  We understand receiving the title took longer than initially expected, and our customer received conflicting information regarding the title processing. *** also understands this has been a difficult and time-consuming process for our customer.
  
  We would like to thank our customer for bringing these matters to our attention so that we have the opportunity to improve. We will continue to improve our processes going forward.
  
  Lastly, weve sent a token of our appreciation 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.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have recently moved from ** to **. It has been the worst experience with Mazda Financial Requested title of my lease vehicle title to be sent to motor vehicles NJ.Firstly they posted an incorrect fax number, it wasnt for weeks that they finally corrected the number. After numerous calls for over a month they still have not transferred the title.They have apologized over and making false promises to overnight the title.I have a car sitting in the driveway with no plates for 6 weeks.Making my payments on time. I cant get any help from Mazda.

  Business response

  09/05/2024

  September 5, 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 MFS vehicle account.
  
  It is always our goal to deliver best-in-class service. We understand and recognize that time is valuable.
  
  Our system of record reflects that on July 2, 2024, an MFS representative spoke with our customer in regard to transferring the title of the vehicle from ******* to ********** and requesting the original title be sent to the ********************************* ****************** (** MVC). During that conversation, our customer was provided with the correct fax number for the ** DMV to send their request for the original title.
  
  On July 15, 2024, our customer spoke with another MFS representative also in regard to sending a request from the ** MVC for the original title. Our customer was provided with the correct fax number to send the request to MFS.
  
  As of July 22, 2024, the fax number associated with a title transfer request was updated. On July 26, 2024, ******* ******* was provided with an updated fax number. Additionally, as of July 29, 2024, another MFS representative spoke to our customer and provided their personal fax number to assist with receiving the ** MVC request.
  
  ******* ******* was advised on July 31, 2024, that the title request was received and sent to the proper workgroup for processing as of July 30, 2024. Also on July 31, 2024, the title was approved for overnight delivery via *****.
  
  The Florida title was available to be released as of August *******, and was sent via ***** tracking # ************. The title, Power of Attorney (POA), and Letter of Instruction were delivered to the ** MVC in ***********, **, on Tuesday, August 27, 2024. We respectfully request that our customer please follow-up with the ** MVC for next steps in the process transfer.
  
  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. We have provided the necessary coaching to the appropriate management team(s).
  
  We recognize this has been a time-consuming situation, and as a result, we have sent a token of our appreciation 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.

*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. ↩