Consumer complaint received 2023-08-21
Company: TOYOTA MOTOR CREDIT CORPORATION
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
XX/XX/XXXX Began discussion with the salesperson, XXXX XXXX XXXX to purchase a XXXX XXXX XXXX. I had selected the XXXX XXXX XXXX XXXX XXXX which included the additional premium paint color charge of {$590.00}. Additionally selected options included the all-weather floor mats. I was provided a dealer worksheet that summarized cost to acknowledge the purchase agreement ( Attachment A ). To have a clear understanding of the vehicle cost details I immediately requested a copy of the vehicle window sticker ( Attachment B ). I quested the additional optional charges of {$50.00} for the cargo blocks and {$620.00} for the Destination Set. I was told the Destination Set was the manufactures required delivery fee and the cargo blocks were part of the package. I stated that I understood the delivery fee requirement and the {$50.00} charge was nominal so it not a concern. I provided the required deposit for the dealer to locate the requested vehicle in inventory. I was notified the next day that identified vehicle meeting the specification was available at the dealership and provided a buyers order to submit to my credit union. 
XX/XX/XXXX While doing a final review of the window invoice and looking at the Mazda website for the vehicle options I noticed there was an item call a destination set for {$620.00}. This item included a retractable cargo cover, cargo net, first aid kit and cargo blocks. The cost of these items was also separately noted as follows. 
Retractable cargo cover {$270.00} Cargo Net {$60.00} First Aid Kit {$45.00} Cargo Blocks {$50.00} I also noted that the window sticker detail already included a delivery and processing fee of {$1300.00}. 

XX/XX/XXXX I called XXXX XXXX to confirm the receipt of the overnight check and stated again that I was not satisfied with the charge and explanation for the {$620.00}. He stated that it was as he had explained and that there was nothing, he could do about it. I told him we would talk further when I came in to finalize the sale. 

I called the Mazda Customer Experience line at XXXX to get clarification on the difference between the description of the delivery charge and the destination set. The representative pulled the invoice based on the VIN number and provided the same explanation as the dealership for the destination set as the manufacturer delivery fee. I requested that she google the option descriptions on the Mazda website and explained to me why these terms were being used interchangeably when there is a clear distinction. After several minutes the representative said that she could see what I was questioning and said she need to contact the dealership directly. After several minutes on hold she returned and stated that the dealership had misspoke in their explanation of the description of the delivery set but maintained that because it was on the sticker there was no option to remove the charge. The only solution the representative offered on behalf of the dealership was for me to wait and have the dealership look for another vehicle that did not have these removal items placed in the car. This was not expectable or manageable option for me based on the timeline of my loan approval and personal urgency to have a vehicle to manage XXXX treatment appointments. When I returned to complete my purchase the only explanation the manager continues to provide was the justification that the charge was on the sticker. I questioned this from the start and continued to be provided with incorrect or misleading information. It is at the dealers choice to manage these optional items however I feel the unfair deceptive practices is their business model. 

In addition to this questionable experience, I also noted that I was charged {$520.00} for the all-weather floor mats which are priced at {$240.00}. Another concern was the add on of luggage racks ( Silver Crossbars ) to my vehicle upon delivery which I did not request but again I was told these were part of the package. I dont see a clear separate charge ; however, it is listed as an optional item of the website priced at {$400.00}. I returned a week later and had the racks removed as I did not want them or request them. The racks are now stored in my garage. 

I would like to return these items and receive a full refund of {$670.00} for the Destination Set and Cargo Blocks as well as any related hidden charges or overage charges for the all-weather floor mats and luggage racks.

Company response to consumer: Closed with explanation