Consumer complaint received 2017-12-30
Company: TOYOTA MOTOR CREDIT CORPORATION
State: MA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Excess mileage, damage, or wear fees, or other problem after the lease is finished

Complaint:
I had a lease with Toyota Financial Services. On XX/XX/XXXX, I turned in on-time my completedXX/XX/XXXXPrius leased vehicle. At the dealer location, upon returning the vehicle I documented that the car was in mint condition by taking videos and photos and visual inspection with the Toyota dealer sales manager.

I was surprised to receive a bill datedXX/XX/XXXXin the mail for {$2300.00} demanding payment byXX/XX/XXXX according to Toyota Financial Services records citing the car was severely damaged including extensive hail damage on the hood, roof, left front fender, left panel, and lift gate as well as extensive vandalism damage to the front bumper cover, grille, front fender, back bumper, windshield, left and right doors and right panel.

I called the Toyota Financial Services Leasing Department several times to dispute the charges. Bill, a Toyota Financial Services employee with ID # XXXX refused to escalate the case further. I was instructed to send my photos, videos and other support of my dispute to the Toyota Financial Services, Dispute Resolution Department, XXXX XXXX XXXX  XXXX AZ XXXX.

I also spoke with XXXX XXXX  the General Sales Manager at XXXX XXXX XXXX dealership where I turned in the leased vehicle and he verified that XXXX XXXX dealership has had no hail damage to any vehicles on his lot and XXXX XXXX stated that " if hail had occurred that damage would have shown up on 800+ cars on my lot which did not happen ''. I was told that it is the conclusion of the internal investigation of the Toyota dealership that all proper procedures were followed by myself and the dealership and the claim is not valid. I was told to include this in my dispute to Toyota Financial Services on their claim against me which I did.

On XX/XX/XXXX I sent a registered letter through the US Postal Service, Proof of delivery XX/XX/XXXX attached. Below is the supporting documentation refuting Toyota 's claim.

1 ) Signed dealership odometer disclosure statement by XXXX XXXX  datedXX/XX/XXXX

2 ) Paper photo prints of car showing no damage. Many photos of car showing all angles that there is no damage to vehicle.

3 ) Signed written testimonial of XXXX XXXX XXXX XXXX  Motors Sales Manager on the authenticity of the digital videos and photos being taken at the dealership on the date XX/XX/XXXX during the Odometer disclosure and grounding procedure. ( Video take at grounding shows XXXX XXXX in process of taking the odometer reading ).

4 ) 360 degree video of my car at dealership at the time of grounding while the odometer reading being conducted by XXXX XXXX XXXX XXXX  Motors Sales Manager. Video time date stamp XX/XX/XXXX 5 ) Toyota Financial Services claim of damages I have not received any response from Toyota Financial Services Leasing Department on my dispute. On XX/XX/XXXX I received a bill collection call from XXXX  employee ID XXXX at Toyota Financial Services Leasing Department and she saw no record of my dispute or any action taken by Toyota Financial Services Leasing on the bill which they are still actively trying to collect from me. I have done all procedures requested and I fear that my credit rating will be adversely affected by Toyota Financial Services Leasing Department collection actions and their failure to take appropriate actions on my dispute.

Company response to consumer: Closed with monetary relief