Consumer complaint received 2020-06-19
Company: TOYOTA MOTOR CREDIT CORPORATION
State: CA
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:
We had leased a XXXX Lexus XXXX around XXXX of XXXX, part of the deal was to turn in our previous lease. Before signing any papers to accept the new vehicle, we had verified with the finance manager that we would turn in the currently leased vehicle and that there would not be any cost associated with that. We had asked this several times as it would not make any sense for us to get into another lease if we had to pay anything extra for the vehicle that we were turning in. The finance manager stated that Lexus would take our car as is as long as we would get the new vehicle. Also since we had leased 4 vehicles before and had always been given a full packet of disclosures, it was very strange that we were only given one form to take with us and when we asked if we should get more documents, the finance manager responded by saying " don't worry about it '' ( we had also brought that up to our sales person and he said that he would address this with his boss, however till this day we do not have the full disclosure packet ). Up until XXXX of XXXX we had not gotten anything from Lexus other then statements and promotions, and all of the sudden we had received a strange letter form Lexus financial services demanding a payment of {$1300.00}, so we had called Lexus financial to find out what this is all about. a representative on the from Lexus explained to us that this was an amount due for repairs done on the lease vehicle that we had turned in, to get into the XXXX XXXX. I had told the representative that this can't be happening as we had made sure with the finance manager and the dealership that they would take our vehicle as is, also I mentioned that the dealership had not provided any type of documentation that would show the cost of any repairs associated with our lease turn in, I had also stated that we should have been given this information before getting into the new lease, as should we had known that besides the down payment we would need to pay {$1300.00}, we would just keep our perfectly fine vehicle. The representative had told us that we would need to settle this with the dealership, when I called the dealership and asked for the finance manager that helped us with this deal, I was told that she was fired and is no longer part of the company, I asked to speak with the dealership manager XXXX XXXX, but was told that he is not available but he would call me back. XXXX never called, so I wrote him an email, he never responded to the email, so we went into the dealership and spoke with the finance managers manager and he assured us that we would hear from Michael. Once again XXXX had never called us back. So we called again and once again XXXX was not available and were told to leave our info for a call back that never happened. So we came in again to the dealership and asked for another person to speak to and no luck again. Long story short Lexus financial tells us to deal with Lexus of XXXX, but Lexus of XXXX does not respond. Today we had received a call from collection agency demanding the payment associated with Lexus. Thinking its a joke, we had called Lexus Financial to find out what is going on. Lexus financial told us that it's no longer in their hands and we have to deal with collection agency now. now my credit is being ruined due to some finance manager wanting to unethically get Seles credit, and a management team that does not care for their returning clients.

Company response to consumer: Closed with explanation