Consumer complaint received 2022-08-20
Company: TOYOTA MOTOR CREDIT CORPORATION
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
On XX/XX/XXXX I went to Toyota of XXXX XXXX to complete my purchase for a used XXXX XXXX XXXX. I had already informed the XXXX XXXX, the salesman, that I was aiming for low monthly payments, and I was adamant about the fact that I DID NOT want extended warranty and texted XXXX to tell him to have it removed. We added my mother as a cosigner for the loan to get the best rate possible, and we put {$13000.00} for the down payment. To complete the purchase, my mother and I both sat down with XXXX XXXX in her finance office to finalize our loan. When XXXX XXXX showed us the paperwork that were signing, she told us our monthly payments would be {$360.00}, which I immediately thought was too high for the amount that we had put for a down payment. I saw right away that they had included the extended warranty in the purchase, I told her that I didn't want the extended warranty and to remove it. She proceeded to try to convince me to keep the extended warranty by explaining the benefits, but I did not care for it and continued to ask her how much our monthly payments would be without the extended warranty. I had asked several times how much our monthly payment would be without the extended warranty but she kept dodging the question and refused to give me answer. Eventually, XXXX XXXX realized that I was not going to take the extended warranty as part of the purchase, and she finally said to both my mom and I, " Here what I will do for you, without the extended warranty the monthly payment would be {$320.00}, but I'll let you keep the extended warranty and I will lower your monthly payments to {$310.00}. '' After hearing this, my mom and I both agreed to the lower monthly payments of {$310.00} because that was an amount that was in the range I was aiming for. It also was a no brainer for me to take the deal because I'm not losing anything and I got a lower monthly payment. She then proceeded to give us paperwork to sign which, my mother and I did both sign. We were also instructed to provide a bunch of signatures on a digital pad, where we DID NOT see the paperwork for those signatures. We signed because we had taken XXXX XXXX word that the XXXX XXXX  monthly payments is what we were going to get. After finalizing the loan agreement, which important portions of the agreement were never shown to us, the salesman XXXX XXXX proceeded to walk me to my car, handed over my keys, placed a dmv sticker on the vehicles front window and had placed the paperwork for the loan documents and sale in the glove compartment. Less than a month later, my mother received the first monthly bill for the used XXXX XXXX  that I had just bought and she was shocked to see that the monthly payment was for {$360.00}. She called me immediately and asked me why our monthly payment is {$360.00}, and we both confirmed with each other that we definitely heard XXXX XXXX say our monthly payments would be {$310.00}. I immediately went back to the dealership and sat down with XXXX XXXX and told her that our bill is not what we had agreed on. I told her that she said she would lower our monthly payments to {$310.00}, and immediately she refuted ever saying that, and claimed that she would never say that. I told her that I would never have accepted the extended warranty if it wasn't for the lower monthly payment, and she simply said to me that we had signed everything and that everything was on the loan documents. This XXXX XXXX verbally lied to us and intentionally deceived us into completing the purchase, and signing loan documents that had different terms than what was verbally agreed to. She even used shady tactics to get us to unknowingly sign loan documents that had worse terms that what she verbally informed us of, by having us sign electronically on a pad without showing us the documents being signed on the pad. She is clearly employing malicious and unfair sales tactics in order to deceive buyers to sign agreements favor the dealership and/or people involved with the sale. My mother and I both can confirm that we heard XXXX XXXX tell us that our monthly payments would be {$310.00} ... certainly not the {$360.00} that we received. But I also have my text message communication with the car salesman XXXX XXXX, where I explicitly stated verbatim, " we don't want the extended warranty included in the purchase. '' To which XXXX replied okay. I have attached a screenshot in the supporting documents section.

Company response to consumer: Closed with explanation