Consumer complaint received 2019-05-17
Company: TOYOTA MOTOR CREDIT CORPORATION
State: OR
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Problem with fees charged

Complaint:
I went into XXXX XXXX in XX/XX/XXXX. I was wanting to buy a new car. The monthly payment was higher than why I wanted it to be, even with a trade in and my credit being excellent. They talked to me about the difference buying and leasing a car. I told him I had never leased a car and wanted to know how it worked. The guy said it was better because the monthly payment would be significantly lower and I could return the car whenever I wanted and I would just be off the hook with the car. ( He even did he motion where you wipe off your hands when you are done with something, indicating there would be nothing left to do. ) I went in to that same dealership in XX/XX/XXXX to see if I could trade the car in or how it would work. I was told the remaining balance of the lease would be added to whatever car I wanted to get and the value for the trade-in would only be {$13000.00}. I told them that was not how it was explained to me when I first leased the car and I thought my original trade-in, which I was given about {$5000.00} towards the new Toyota would still count towards another car once I decided to get a new one. I told them I didnt want to do anything yet and I would just wait until the lease was over. About 2 months ago I received a call saying my lease was almost up and they wanted to go over next steps. I asked how much it would be to buy the car if I wanted to keep it, they told me it was the agreed amount at the time I leased the car which is a little over {$16000.00}. I told them I was told in XXXX the car was valued at about {$13000.00} so why would they still sell the car to me for {$3000.00} more? She said that was the agreed amount and there was nothing she could do. I let her know I wasnt happy with my experience and I did not want to keep the car. She told me if I didnt buy the car or another car with Toyota I would pay a {$350.00} re-stocking fee. I became upset and told her that was never disclosed to me and it was unethical. She said it was part of my agreement and it would be in my paperwork so I had to pay it. I told her I would rather pay the {$350.00} than do business with them again. A few weeks ago I received another call from a guy that works at the dealership. He said he wanted to go over the terms of the lease since it was almost over. I let him know a lady from Toyota Financial had contacted me and went over it with me. I expressed my dissatisfaction with him about how my whole experience had been. I said I do not want to continue business with them and the {$350.00} fee wasnt disclosed to me when I signed the paperwork. He said he couldnt do anything and basically disregarded how upset I was. I looked through a few regulations and even though the fee is in the paperwork it was never disclosed to me verbally, which it should be. They are violating UDAAP and Truth in Lending by not disclosing the fees and misleading me into signing a lease for their car. I just had another employee reach out to me about the terms of the lease. I explained to him I have talked to a few people recently and expressed my dissatisfaction to him as well. I told him I wanted to return the car and if I just needed to return the keys. He said they had to evaluate the vehicle, he told me about the restocking fee, and other fees that would be charged depending on the condition of the vehicle. I let him know about the conversations Ive had with other people and how I am not happy with Toyota. Even after expressing my dissatisfaction different times to different people they did not do anything or even apologize. Instead they all had attitude with me, said it was in my paperwork and there was nothing they could do. More than anything it feels as if they are pressuring me to keep the vehicle by them telling me over and over about all these fees I will be charged if I don't keep it or get another car.

Company response to consumer: Closed with explanation