Consumer complaint received 2023-11-20
Company: TOYOTA MOTOR CREDIT CORPORATION
State: NJ
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
This lease agreement is for a XXXX XXXX XXXX XXXX acquired at XXXX XXXX XXXX, or XXXX XXXX IMPORTS, XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX on XX/XX/XXXX. I submit, based upon the following information, that the monthly amount being charged under this lease is incorrect. 

1. The Motor Vehicle Retail Order should have been completed at the time of deposit, with all requisite charges, etc., listed therein. I was not provided with this order, copy enclosed. Not until reviewing the lease contract paperwork after the deal closed did I locate this order, and as you can see, it is basically blank. All items are N/A except {$390.00} for the XXXX fee XXXX and {$590.00} for documents and clerical. This is in violation of XXXX  XXXX and Federal law. 
*** Note *** The waiver included in the contract paperwork was provided at the deal closing, when we were picking up the vehicle. It should have been provided 24 hours PRIOR to deal closing. At no time did the dealership disclose rights under NJ law for a 24 hour review. Also note no here on the waiver does it indicate the agreed upon price {$2000.00} over MSRP. 
2. The agreed upon MSRP for the vehicle was {$52000.00}, however, the lease contract agreed upon price was {$54000.00}, an increase of {$2000.00}. At no time, either verbally, or anywhere in writing on the lease agreement is the increase of {$200.00} enumerated as line items. 
3. On XX/XX/XXXX, via telephone, upon questioning this discrepancy with XXXX XXXX, Finance Manager at XXXX XXXX XXXX, I received some incoherent story about how this is extra payments made to XXXX, and something about the dealership having to pay for the car. I thought it was nonsense and advised that I would be at the dealership the following day to retrieve my plates and wanted to speak with XXXX XXXX and the Sales Manager in person.

4. On XX/XX/XXXX I was advised by XXXX XXXX, a Sales Manager at the dealership that XXXX XXXX had called in sick, but I was to meet with XXXX XXXX, a General Sales Manager and XXXX XXXX, another Finance Manager. After retrieving my contract online, XXXX XXXX acknowledged that I was in fact over charged {$1200.00}. Neither XXXX XXXX nor XXXX XXXX explained the reason for the overcharge. Again, it is not listed or explained anywhere on the contract. He added the commensurate NJ sales tax and came to a refund number of {$1300.00}. XXXX XXXX assured me that he would have accounting issue a check the next day and overnight it to me. I have a copy of the receipt. I asked XXXX XXXX to simply re-configure the numbers with Toyota Financial Services which would adjust and reduce my monthly payment. He stated unequivocally that he could not do that. I called Toyota Financial Services and they advised that in fact that could have and should have been done. 
5. At this juncture I will note that I have records and email correspondence to coincide with these interactions and have provided copies enclosed. 
6. The following day, XX/XX/XXXX came and I did not receive a check from XXXX XXXX XXXX as promised. 
7. I began inquiring of XXXX XXXX as to the status of the check. This involved numerous phone messages and emails that go unanswered. I spoke to XXXX XXXX on Friday, XX/XX/XXXX who now advised that he would require my returning to the dealership to sign a release form for the refund check, I inquired as to why the change of terms from what he previously advised, and his response was that he never had this happen and it was new to him. I advised that I did not want to make another trip and waste gas as this dealership is somewhat far from my home. XXXX XXXX emailed the release to me which I signed and returned to via email on XXXX. Copy of the release is enclosed. 
8. On Monday XXXX I received a check from XXXX XXXX in the mail for {$220.00}. I was advised by XXXX XXXX, XXXX XXXX, this was reimbursement for excess DMV charges. 
9. On Wednesday, XXXX I placed a call to XXXX XXXX regarding the status of the refund. I have not received a return phone call, and as of this date I still have not received a refund of {$1300.00}. 
XXXX. On Tuesday XX/XX/XXXX I received a check via XXXX from XXXX XXXX XXXX in the amount of {$1300.00}. 

XXXX XXXX XXXX XXXX XXXX XXXX Ins. And XXXX XXXX XXXX. I have enclosed copies of email correspondence between myself and XXXX XXXX regarding my request to cancel the additional XXXX Gap coverage from XXXX XXXX {$390.00}, and the Window Etching charge of {$390.00}. I was advised by the XXXX that XXXX XXXX would deal with those issues. 
XXXX. At lease signing I advised that I did not want or need XXXX XXXX. It is a waste of money. I was advised that the etching is mandated by XXXX. I called XXXX and it IS NOT mandated. I made it very clear in my emails that I want the window etching cancelled. Upon inspecting the vehicle, actual window etching does not exist. It is simply some stickers placed on the inside of the doors. I also made it clear that I wanted the XXXX XXXX cancelled as well. I was advised by XXXX XXXX that the funds from those cancellations would not go to me, but would go to Toyota Financial Services. 
3. At some point in the emails you will see XXXX XXXX advise that the etching is mandated by XXXX XXXX XXXX. I called XXXX and they do XXXX mandate any window etching. 
4. XXXX XXXX advised that I would have to sign a cancellation form for the XXXX. He emailed it to me, I signed it and sent it back. On top of everything I have to pay a {$25.00} cancellation fee for a product I did not want. 
5. At this point I will refer you back to the contract. The {$390.00} XXXX charge and the {$390.00} window etching charge was part of the {$2000.00} added to the MSRP. Again, nowhere in writing as a line item on the contract are those charges listed. 
6. As you can see in the email correspondence, XXXX XXXX advised that he could not cancel the etching, and referred me to the Sales Managers. 
7. On XX/XX/XXXX I sent an email, enclosed to all of the Sales Managers advising that I wanted the Window Etching cancelled. To date, I have not yet received a response. 
8. On XX/XX/XXXX I called XXXX XXXX as a follow up to my cancellation request for the XXXX and XXXX XXXX. I left a voice mail message and never received a return call. 
9. On XX/XX/XXXX I went to the XXXX XXXX website and left an email message inquiring as to the status of the aforementioned cancellations. To date I have not yet received a response. 
10. On XX/XX/XXXX I sent an email to XXXX XXXX as to the status of my refund from XXXX XXXX, and where the funds would be going for the cancellation of the XXXX. He stated it would take 30 to 60 days and never answered as to where the funds would go. 
11. On XX/XX/XXXX I sent another email to the General Manager and all Sales Managers at XXXX XXXX XXXX inquiring as to my request to cancel the window etching. They received the emails but have not responded. 


Based on the above facts as supported by document copies and email correspondence it is evident that something went seriously wrong at this dealership, in this deal. Laws were violated and compounded by poor or lack of communication from management. You have ample proof that I made every effort to rectify this issue at the dealership to no avail. 

Despite the reimbursement of {$1300.00} received on XX/XX/XXXX, the issue of XXXX and XXXX XXXX still remains with the disputed amount of {$790.00}. No one at the dealership ever responded to my demand to cancel the window etching, and the status of my XXXX cancellation in unknown. 

Therefore, based on the ongoing {$790.00} discrepancy, I have no choice at this juncture but to dispute the monthly payment as incorrect, and am requesting that you contact the dealership to rectify the matter, re-calculate the numbers to reflect a removal of the additional {$790.00} from the contact and adjust my monthly payment accordingly.

Company response to consumer: Closed with explanation