Consumer complaint received 2024-01-18
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 (FL)

I leased a XXXX Mazda from XXXX XXXX Mazda for a 3 year term. As my term was ending, I received emails from Mazda to begin preparing for my Lease Return. Around XX/XX/XXXX ( plus or minus a few days ) my wife and I both went to XXXX XXXX Mazda to return our lease. During that time, we worked with their Salesman by the name of XXXX. XXXX assisted us with the entire process of returning the lease. XXXX asked us if we wanted to purchase the vehicle or get ourselves into a new car and we respectfully declined. We disclosed we would like to terminated the lease as the term was over and move on. XXXX moved forward with the lease termination and had us sign the Lease Termination Agreement and we turned in our to keys into his hand. XXXX then disclosed that the transaction was over and that we were free and clear of all debt. Before leaving, I asked XXXX to make sure we no longer owe for any type of charges. He reviewed with his manager and XXXX disclosed to my wife and I that we will not have to make any more payments and we are clear of all debt. After that, we left. 

After a few months, we started receiving calls from Mazda Financial ( Where we received the loan for the lease ) that we still owe for our Mazda XXXX and that we were 2 months behind on payments. My wife and I both called back Mazda Financial back together and disclosed to the account manager their information is incorrect. We disclosed that the Mazda XXXX was returned to XXXX XXXX Mazda accordingly and that we signed a Termination of Lease agreement presented by XXXX. The account manager from Mazda Financial explained to us that there was no paperwork submitted nor did they receive a final odometer reading from XXXX XXXX Mazda. We then asked the Account Manager what should be the next step and she disclosed we need to go to the Dealership and find out what is going on. My wife and I both went back to XXXX XXXX Mazda of XXXX and spoke to XXXX in XXXX. When we met with XXXX, he said that he is aware of the vehicle and that it has been grounded. We asked XXXX at that time to please provide the document that we signed for the lease termination and he said that we did not need it. I then asked XXXX if we can please have the document for the final Odometer reading for the vehicle so we can submit it to Mazda Financial so they can clear our debt and XXXX said that we do not need it. My wife XXXX then asked XXXX if we can please have the documents that have the dates the vehicle has been grounded here at the dealership and XXXX once again said we do not need it. We then asked what should we do if we do not have any of the documents? XXXX said that he spoke to Mazda Financial and that they were sending a Tow Truck to take the vehicle and everything was all set and we can call Mazda Financial for further assistance. 

With XXXX 's direction, we left and then called Mazda Financial a few days after. When we spoke to our account manager at Mazda Financial, she said that yes, they did send the tow truck to tow the vehicle but that was not because the lease was terminated but as a Repossession. We then explained very carefully to the account manager what transpired with XXXX and the account manager said there is no record of any form of the lease being terminated, no final odometer reading submitted or any reports of the grounded vehicle. Therefore the vehicle was towed and repossession was filed. She then disclosed we had 2 missed payments, a balance of around {$2000.00} and the payoff amount due was around {$17000.00}. We explained that is absurd and how can a consumer who returned the vehicle appropriately be harassed like this. I then asked if Mazda Financial can please call XXXX XXXX Mazda and have the appropriate representatives sort out this big issue because as a consumer, our part was complete. The account manager said to us " That is not our responsibility. '' I then asked her to please explain to me how can we be responsible for the vehicle if you picked it up from the dealership itself and that it didn't make sense. I disclosed someone from the dealership dropped the ball and made a mistake and the two parties should take responsibility. The account manager then explained she understands our frustration but it is not their responsibility and if we want the issue to be resolved, we need to submit a full payment of the remaining {$17000.00} for the payoff. We were then advised to contact XXXX the manager again and have him submit all appropriate documentation to clear the debt. 

I then called the Dealership 2 times trying to get a hold of XXXX. Every representative that we spoke to kept saying that XXXX is busy and he can not come to the phone. They asked if XXXX can call us back and we said sure. Both times we provided our name and phone number and were told that XXXX will call us back. XXXX never called us back. This went on for weeks. My wife and I then go fed up and went back to the Dealership to speak to the supervisor on duty the beginning of XXXX. When we arrived, we spoke to the Manager on the floor by the name of XXXX. We explained the entire situation to XXXX and that we were fed up. We explained the vehicle was processed as a repossession by Mazda Financial and that it is ruining our credit. XXXX then disclosed " oh don't worry, this happens more than you think. You should not worry about it. They will easily fix it. '' I then asked if we can have the documents to show we returned the vehicle as well as the last odometer reading and he said he can not obtain those records and either XXXX or XXXX the owner as to do it and they were not here. XXXX said XXXX and XXXX would be in the next day and they can reach out to us. I then provided XXXX the demand letter from Mazda Financial with the total charges were were being chard along with the account number. I explained to XXXX that this is ruining our credit and we need higher management to fix this ASAP. XXXX said not to worry and he will make sure upper management calls us the next day. I then explained to XXXX to also tell XXXX and XXXX if they do not respond to us or show any urgency to resolve this issue, we will have no choice but to seek council to help protect us. A week has gone by and nobody from XXXX XXXX Mazda has called us to take care of this issue. At this point, we can see that we were being ignored and pushed aside. Therefore, we sought council to help protect us from the damages the Dealership is causing and showing no remorse for being held accountable for their own mistakes.