Consumer complaint received 2018-09-27
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Excess mileage, damage, or wear fees, or other problem after the lease is finished
Company: TOYOTA MOTOR CREDIT CORPORATION (TX)

XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Attention : XXXX - End of Lease Dept. 
XXXX XXXX XXXX XXXX XXXX, AZ XXXX RE : Account XXXX Customer : XXXX XXXX Car : XXXX XXXX XXXX XXXX XXXX Certified Mail : Fax : XXXX To Whom It May Concern, As of XX/XX/XXXX, I have been made aware that I have an outstanding balance of {$860.00} on my XXXX XXXX due to a door ding, a small crack in the windshield, and a scratch on the back bumper. I am disputing these charges based on the following information : In XX/XX/XXXX, I took out a lease on the XXXX XXXX and purchased a protection plan, which I paid extra for with each lease payment that I made TO TOYOTA. I was told by my dealership ( Toyota of XXXX XXXX ) that at the end of the lease, this would cover and dents and dings that remained on the vehicle should they determine there was excessive wear and tear. I was not told that I needed to file any claims prior to turning in the lease at the end nor was I advised that such warranty/protection plan would expire at the end of the lease and I would not be covered past my turn in date. 
On XX/XX/XXXX, I turned in my XXXX XXXX with sales rep XXXX XXXX at Toyota of XXXX XXXX and also leased another XXXX XXXX XXXX ( which I will NEVER do again after having this experience ). XXXX, my salesman, did some adjustments for mileage etc. and said I was good to go. I did not expect to receive a bill in the mail for XXXX soon thereafter, as I had been paying for a protection plan! 
After receiving the bill, I tried several times to have XXXX clear this issue, as he had indicated everything was okay when I turned in the lease. He attempted to fix it and have XXXX drop some of the cost, as I was a repeat customer. I also advised him of the protection plan and asked why that didnt cover it. I did not expect to be billed. On or about XX/XX/XXXX, I was called by a Toyota Collections department ( end of lease department ) and told I owe these funds. I explained that I had a service contract through XXXX XXXX, YOUR VENDOR, and was told they are not a vendor of Toyota and are not responsible. ( If they arent a vendor, then how did part of each monthly payment go to them. What a conundrum ). All I know is that Toyota sold me on this vehicle and this protection plan, and I paid for the plan through Toyota in my monthly payments. Yet, when it comes to the end of the lease, Toyota claims no responsibility and wants to have nothing to do with them! On my call around XX/XX/XXXX, I was told to file a claim through XXXX XXXX. I asked for a copy of my protection plan, as I no longer had this information. I also asked for a copy of my condition report to prove what the charges were for. They said they would mail these documents out, but I never received them ( I ended up pulling the attached condition report online ). 
I talked to XXXX, and he had another man call me from the financial office ( I cant remember his name ) who claimed he never sells the contracts as if they cover scratches. Fair enough ; I am willing to pay for that XXXX. He did say it should cover the door ding and windshield the other XXXX and XXXX. 
That is why I had purchased the agreement of course! There is no reason to worry about mechanical repairs being covered on a car I will only have for 3 years!! That would be pointless! 
On XX/XX/XXXX, I called XXXX XXXX and talked to a man named XXXX. He said that all Toyota had to do was call them and file a claim and they could cover the door ding and windshield. It did not matter that the lease was over and the vehicle was turned in. In fact, because the lease was turned in, Toyota had to call for the claim and I could not file one myself. 
I had XXXX from the end of lease department to call XXXX XXXX. A woman told him my policy was expired as of XX/XX/XXXX and they could not file a claim. Please note that no one at XXXX wants to be responsible for telling customers how all of this works. No one wants to tell them to file a claim and get repairs completed prior to turning in their lease. In addition, no one wants to take responsibility after the plans are sold ; they just collect their share of the profit and claim to have nothing to do with XXXX XXXX. And now I have to play ring around the rosy with Toyota and XXXX XXXX! 
XXXX told me the lady at XXXX advised the policy was expired and there was nothing she could do, so I called XXXX XXXX back. I spoke with a man named XXXX who advised he was unable to file a claim and that the policy had expired XX/XX/XXXX. I asked for copies of my protection plans for both the XXXX XXXX AND the XXXX XXXX, since I want to make sure I am not paying FOR ANOTHER WORTHLESS PLAN! Now I am stuck with this payment for a door ding and windshield crack and no one will take responsibility for 1. 
Selling a contract by portraying it as covering dents and dings at the end of the lease. 2. The fact that I was NOT told I needed to file a claim with XXXX prior to turning in the lease. 
I have taken responsibility for paying every payment ON TIME for 3 years, in addition to the extra amount each month for the protection plan agreement. Now, after 3 years, Im told it covers nothing! 
Can someone please take responsibility so I do not have to pay the XXXX for these costs that should have been covered? The representative so graciously reduced the price from XXXX to XXXX, but I am disputing that I owe any more than XXXX. Also I have repeatedly asked about credit reporting and no one is able to tell me when or if it will get reported for my failure to pay this debt. Please advise regarding the credit reporting process. 
Thank you, XXXX XXXX P.S. Please pull these calls and have XXXX XXXX pull these calls, as I am not making this up! 
Enclosure : Condition Report CC : XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX Update- I still have not received a written response and was advised today XX/XX/XXXX that i would not be receiving a written response. It has been over 30 business days.