Consumer complaint received 2021-03-02
Company: TOYOTA MOTOR CREDIT CORPORATION
State: NY
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Getting a loan or lease
Sub-issue: Fraudulent loan

Complaint:
I am writing you this letter on behalf of XXXX XXXX who is my father. He is XXXX year old XXXX military veteran. He also has a private case worker because of his XXXX via the VA XXXX. 
He is on a fixed income and has never been in such a manipulation. This situation that continues has caused him severe anxiety and panic attacks. I had to also take him to his cardiologist because being so distraught has caused other issues. All around he know he was cheated and is completely upset both mentally and physically. 

He trusted he was getting a fair price which he did not. What was agreed on was a car lease for {$29000.00} and the sales person went out of control with what was agreed. They also did a bait and switch on the car. He leased a XXXX and received a XXXX. My father is not knowledgable with computers or leasing and only saw what they wanted him to see. The lease that i have was shown on a screen is so tiny its hard to read. 
He was unaware of what was going to happen at this dealership. They continue to not rectify any of this situation. The ownership of the dealership also has not answered to any corporate attempts. According to the manager the dealership is as below. 

XXXX XXXX of XXXX XXXX XXXX XXXX, XXXX XXXX NY XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , NY XXXX All of the Empire Dealerships have bad ratings on Yelp and other Cars.com` The OWNER OF ALL DEALERSHIPS IS XXXX XXXX and He works from the following location.XXXX. XXXX. XXXX At the time this was done I was out of the country and only learned of it upon my return. 
He paid most of this in cash at the request of the salesmen to get a better deal. 
{$8800.00} ( I have cash receipt ) {$500.00} parts {$50.00} mats, {$500.00} debit card and money order for motor vehicle When agreeing to the lease, on XX/XX/XXXX he was under the impression that he was leasing a car for 36 months 3 years and the car would cost {$29000.00} dollars. Payments would be $ 300 monthly with the down payment of the {$8000.00}. He happened to bring {$8800.00} with him, which then they needed another {$500.00} on his charge. He put down {$9300.00} in Cash. A money order for motor-vehicle and he had already paid the {$500.00} cash for the special order parts and {$50.00} for the floor mats. He was also under the impression that down payment would cover the first months payment of the lease of {$300.00}. The following day when he met with XXXX, he was confused and she pointed to the monthly payment of {$350.00} which was okay with him since he learned he needed the special tire package. ( He did not ). I spoke to her at length over the phone and she admitted that the deal was unfair but when I questioned her work ethic given she saw my father was not perfectly fine to do this she had no answer. XXXX XXXX- Sales Manager of entire dealership, also admitted it was a rip off but wanted nothing to do with the agreement. He said he had nothing to do with this deal. Yet, could not tell me who did other then the salesmen XXXX XXXX. 
Also he drives so seldomly and wanted the least mileage in the lease. Someone put down XXXX annually. To date, some of the papers he did not sign while others he is unsure as they do not have his signature. Here nor there he was a victim to freud at this dealership. 

The military discount was to charge him an extra {$15000.00} K. 

***He was also told no need to worry everything was in the car. There was no book, no extra valet key and XXXX took the original floor mats after charging my father. Again, XXXX has no knowledge of who my father is and even after telling him to look at him in the my car he said he has no idea. He told me he was XXXX years old. The leasing agent to which my father recalls being in the room claims she was not the person. XXXX she said did it who Im told is rarely in the building. I spoke with her twice and she is as much a manipulator as the sales person and manager. This dealership should be shut down. 
There yelps and complaints are endless. 


As per our on going communication regarding the lease from XXXX XXXX of XXXX. 
Since XX/XX/XXXX when I first learned the details I tried ( 9 ) nine times at the dealership to rectify the situation in person. Day after Day, as they were supposed to give me the leasing records and other forms they claimed he signed. I was refused copies of documents, to which they claimed my father signed. To date I do not have. They also showed him an option page to which was typed and handwritten, not an official option page, they refused to make me a copy. 
My communication or rather lack of was with : XXXX XXXX, General Sales Manager- He repeatedly stated he wanted nothing to do with the lease and does not want to be involved. He also referred me to XXXX  XXXX of XXXX XXXX XXXX XXXX XXXX. Who also never responded to calls and emails. XXXX claims he reached out to him with a response I guess he is busy. 
XXXX XXXX XXXX Certified Specialist As per his business card. I also spoke with him since he was the point of contact when my father went into the dealership. He was the salesperson who negotiated the details. Not only did he deny leasing my father a car he said he didnt know who he was and that I was crazy. He is a XXXX year old male who can not recall leasing a convertible car to an XXXX year old in a military jacket and hat. 
My father on XX/XX/XXXX agreed to lease a XXXX XXXX XXXX XXXX XXXX XXXX. The MSRP was never discussed only that he was getting a XXXX model. The cost was XXXX minus the {$500.00} dollar military discount. 
***On XX/XX/XXXX my father gave XXXX XXXX {$500.00} dollars in cash to order Pedal Alloy Brakes {$100.00} Rear Spoiler {$340.00} plus tax XXXX To date the monies have not been refunded and the parts never came in, in fact i was told by the parts manager they were never ordered. They were put into the system but not ordered. I have a copy of that attached. XXXX said she was going to refund this money and all the monies for the XXXX XXXX, To date none were refunded. ( See attached ) She said she would have the payment the following day to be picked up. Twice then she said she was our for 12 days.. still no refund. I also never heard from her again. 
She said she would also keep the insurance coverage at their expense. I learned from speaking to XXXX that the pricing she charged my father was unheard of. It was also only valid through their dealership. A new tire was purchased at his expense because there was a nail patched in it that was original to the day the car was leased. 

XXXX XXXX took back the floor mats that came with the car and also charged my dad an additional {$50.00} for other floor mats. One set of keys were given with the car, said it was {$300.00} for the second set and that is why its best to purchase the insurance. All dishonesty. 

*I have also notified XXXX XXXX to cancel all policies but the procedure is that approve the cancelation and then a check has to be paid through the dealership. 

My father is unfamiliar with leasing as he has only owned cars. The lease agent who he believed was XXXX XXXX the business manager said she was not the leasing agent XXXX was. 
XXXX when meeting with her said she was not at liberty to give me the paperwork or see what options were shown to my father at the direction of XXXX XXXX. XXXX XXXX I went down to get the paperwork and XXXX had countless excuses why it was not there. 
Its in the main office down the road, No you can not go there to pick up. 2. He sent a salesmen down there and he has been there for 4 hours and is waiting for it. 3. The bookkeeper is very busy with payroll as she is late also paying us here. 4. They have to look in a storage room in many boxes to find the paperwork. ( No, we dont have it computerized ). 5. They havent found it yet. 6. XXXX has it didnt she let you know. ( XXXX ) I can show you but I can not give you a copy since you may sue us. 

The papers I did see where a copy and paste and hand written option sheet. 
They were created ( customized ) by to each deal and not official XXXX packages. 
I only saw a paper type written with handwriting, Nothing official from a printed XXXX Package. XXXX Refused to give it to me and XXXX said she doesnt have it. 

In fact I also learned that XXXX XXXX packages were sold to my father that he did not need. ( Road Hazard Tire & Wheel ) IE Runner Tires ( His car did not have these tires ), Exterior Interior Damage Service, and Maintenance Advantage. He is covered for interior exterior through his insurance. The tires DID NOT come on the car so there was no need to purchase for runner tires, he was told incorrect information by three people, XXXX XXXX, Service Manager and XXXX ( No last name given for privacy ). I was also told she is rarely in the office. My father was also told all of these policies can be used at any dealership in the USA since he plans to move. Again totally incorrect. He also was supposed to receive 3 years worth of oil changes at any XXXX dealer. He was given one to which is only active at XXXX XXXX. He was also given a car with a flat tire the first day and told to come back because there was no runner tires in stock. 3 weeks later they claimed the tire was still unavailable. 

My father called him countless times about the lease and the bill arriving XXXX XXXX {$600.00}, XXXX XXXX XXXX {$1400.00} Maintenance Advantage {$600.00} ( I have attempted to cancel all of these plans The total cost was {$29000.00}. The MSRP sticker price was {$33000.00}. At the time he only knew it was a XXXX. XXXX told my father that by putting down Cash {$8800.00}, plus then XXXX charged his debit card another {$500.00}, plus there was a money order to which I can not find out how much it was for since he went to a bank and paid cash for it. I believe it was for motor vehicles, My dad recalled it being The car he received was a XXXX and the final cost on the lease {$44000.00}. Its a XXXX. Flat tire and there is an engine sound that XXXX XXXX ( Imports of XXXX XXXX hears the sound is he is scheduled to have it fixed however its out of pocket expense that he can not afford. 

My father paid 2 payment according to the records. The first payment he was told for XXXX was covered and XXXX would be his first invoice. This was not the case. 
When he He also has ignored XXXX XXXX to discuss who has reached out to him countless times. 
My contact at XXXX XXXX is XXXX XXXX who works in the corporate office. 
XXXX XXXX # XXXX. 

The first few payments were made because my father kept putting calls into XXXX XXXX at work to which he was told he wasnt in on countless calls and also his cell phone XXXX to which no calls were returned. He also pretended when my dad was at the dealership days and a week after getting the car to repair the tire, XXXX claimed the parts were not in yet, never stating there were ever ordered. I have since learned them come from XXXX and take only a week to arrive. Again this money is missing. 

Other people I reached out to that I did not hear from are XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX Operations. 
No response, I had left a voice message on both numbers. 

XXXX XXXX XXXX requested the assistance of XXXX XXXX but still nothing had been done. Its very strange that within the car consumer world a dealership who has so many countless complaints can choose to ignore everyone. 

XXXX- XXXX XXXX XXXX , Please see letter attached. They recommend I reach out to you at this point. The letter states they had no success twice to speak with the dealership. 

We would like the lease terminated and monies refunded. Originally when communicating with XXXX XXXX we requested that the lease agreement close and a new arrangement at a new dealership be made.My father can not afford since he is on a fixed income such a ridiculous car lease. Besides the fact this car has something wrong with it. 

On a personal level, My father is XXXX due to a few reasons but one is for XXXX XXXX. He also has a XXXX XXXX and this situation has upset him so much its affecting his health. He has barely taken the car out and what likely would be a fun special time to buy such a car has been miserable to say the least. 

After further investigating this dealership there is a long history of problems and complaints throughout the internet. The dealership regulates the complaints on there website to reflect only positive reviews but I have printed out countless complaints of manipulation. In fact when we went to the XXXX dealership there were people on all 3 occasions complaining that that dealership doesnt have repairman and they return the cars the same way they came in. 

There is more details in between all this that was extremely frustrating but this is a scope of what has happened up to this point. 

Today Im awaiting to hear once again from XXXX XXXX but they too suggested reaching out to you because its the lease that is root of the problem and motor vehicles is the best way to go. 

( There is a paper trail of emails, letters and calls and attempt on behalf of my father from XXXX XXXX, XXXX XXXX, Myself and Better Business Bureau. 
Early on also started a complaint with the district attorney but due to covid they are not working on consumer disputes. Im keep following up with this. 

Mazda Financial Services has now issued a letter stating they repossess the vehicle. This is XX/XX/XXXX the last XXXX They need to hear from Motor Vehicles to put a hold on this lease agreement until rectified. Then they will not repossess the car. 

Presently the only corporate contact I have is XXXX. His direct number is XXXX He works with the top of corporate. He would be best to speak to for details.

Company response to consumer: Closed with explanation