Consumer complaint received 2020-06-09
Company: TOYOTA MOTOR CREDIT CORPORATION
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: High-pressure sales tactics

Complaint:
On XX/XX/XXXX, I submitted a request to buy out my lease from Toyota Financial through the XXXX XXXX XXXX  XXXX  ( XXXX XXXX, CA ). I received an email from the XXXX Representative, XXXX XXXX, indicating I may be eligible for lease-end options as well as loyalty options. On XXXX, my wife and I submitted a finance application to purchase our leased car, as suggested by the XXXX XXXX. On XXXX, I received a text message from the dealership asking for permission to send messages. I agreed to the text messages, and received a text on XXXX asking when I wanted to come in to look at their selection of XXXX. I replied stating I'm only interested in purchasing out my lease. Then I received another message saying my information will be passed to one of the managers, and the dealership apologized for the delay. I did not receive any other communication until I reached out again through text message on XX/XX/XXXX, stating I had been emailing XXXX about purchasing out my lease and submitted an application, but had not received any indication of whether the application was approved or if they needed more information. On XX/XX/XXXX, I received an email from XXXX XXXX about assisting me in the buy out of my lease. She stated her managers did receive the application and wanted to know what day I wanted to visit the dealership. I replied, saying I wanted to see the outcome of the finance application first and noted that it was difficult for me to visit the dealership within the regular business hours. On XX/XX/XXXX, I received another email from XXXX XXXX stating the reason for needing to visit the dealership was so they could verify the mileage of the car. My car had been to the same dealership a couple of weeks before my wife, and I applied for financing for routine service where the mileage and condition of the car was checked. I reiterated that it was difficult for me to visit the dealership within regular business hours and did not understand why they needed me present for the determination of the finance application, especially when there is already a contractual agreement of the amount required to purchase the car ( {$24000.00} ).  On XXXX, I replied stating I still did not understand why I needed to visit the dealership for a determination of the finance application. I asked if the mileage and condition of the car is factored into the interest rate for financing through Toyota Financial and reiterated wanting a determination on the application so I could continue with financing or apply for other car loans. I offered to send the dealership our driver 's licenses through email in case they needed more information for the application. On the same day ( XXXX ), I received a reply from XXXX stating the sales manager told her the quickest and most efficient way for them to help me complete the process would be for me to visit the dealership. I received no other communication after this, and it has been more than 30 days since my wife and I applied for financing ( XXXX ) with Toyota Financial without received any type of response of whether the application was approved or denied or if more information is needed.

I have worked with other XXXX XXXX, where I was able to apply for financing and receive a determination without going into a dealership. Further, when I leased the vehicle, the dealership was able to process the lease application and provide me with a response. Afterward, I went into the dealership to sign the documents. My job does not give me the flexibility to take time out of my day to run errands, and I do not finish work before the dealership closes. In other communication with the dealership, they continued to bring up purchasing a new car and disregarded the purpose of the finance application to buy out my lease. This has been the very first time I have not received a determination on an application. Their sales tactics appear to be blocking my access to apply for financing as well as receiving notification of whether the application has been approved, denied, or needing more information.

Company response to consumer: Closed with explanation