Consumer complaint received 2025-02-17 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Getting a loan or lease — Changes in terms mid-deal or after closing
Company: TOYOTA MOTOR CREDIT CORPORATION
State: WA

Complaint narrative:
Hello All, Reference : XXXX submitted XXXX Reference : XXXX Submitted XXXX I first would like to preface that I saw the advertisement in my region sometime in XXXX or XXXX it was removed and could no longer take a photo, but I believe if you read the complaint it has more than enough information to prove my situation. 

On XX/XX/XXXX I submitted an online support request to XXXX XXXX XXXX about an advertisement shown on their website. It was for a XXXX XXXX XXXX for around XXXX . The advertisement I had seen was an advertisement for lease XXXX $ for XXXX downpayment, but I could not locate on website because it was removed and could no longer find it. I had tried to locate dealerships with something around that price range and could not find any. I then contacted XXXX XXXX XXXX to help assist in finding a dealership that could honor the advertisement I had seen. 

On XX/XX/XXXX I had described the situation with XXXX XXXX XXXX advocate and did not give any direction. I only asked if the deal could not be made near my area that I be allowed to services my vehicle at location near my residence. This was on a recorded line at around XXXX in the morning pacific time. The phone call was a 26-minute call. In that call the advocate was able to find a XXXX XXXX XXXX who could honor the deal. ( The advocate may have went into another line to make contact with salesperson and described my situation and merged the call with me and the salesperson. ) In that phone call I was told that ordering the vehicle could take a couple months, but he would be able to honor the advertisement for XXXX down and XXXX a month. He gave me his number which was XXXX. 

At around XXXX at XXXX XXXX XXXX with the XXXX XXXX XXXX sent via email a Spec sheet with Total advertised price for XXXX XXXX XXXX XXXX $ and directed me to a link for credit check where he wrote I would need to deposit XXXX $ to secure the vehicle. 

I continued the process with the Toyota Dealership and was sent a survey on XXXX from XXXX XXXX XXXX. I did not respond because I wanted to wait until I secured a deal from the XXXX XXXX XXXX before I completed the survey. 

On XXXX around XXXX I completed the credit score for the XXXX XXXX XXXX  On XXXX XXXX XXXX sent me a email with lease prices for the vehicle and it was extremely different than the conversation made on the XXXX. The Lease chart was showing a larger downpayment needed and higher monthly cost. XXXX XXXX contacted me on XXXX at around XXXX pacific time. We spoke about the vehicle cost he stated he needed to speak with his manager. 

On XXXX at XXXX XXXX XXXX informed via email that he was unable to get to XXXX down with XXXX $ a month saying that rate change monthly and that they can not lock in monthly payments. 

On XXXX at around XXXX via email I XXXX responded that I believed that the deal would not end until the end the month and if they could contact XXXX XXXX XXXX to confirm. 

On XXXX at XXXX XXXX XXXX contacted me via email that this is no different than what every other make does when it comes to incentivizing their vehicle. And that the special does not include a XXXX $ doc fee sales tax and licensing. They also stated that it does not account for additional packages or accessories equipped from the factory and has not included destination and handling charges. He also mentions that the deal was still there but underneath all these other items. XXXX XXXX also said in email That this is no different than what you will find with American brands, XXXX, as well as our XXXX and XXXX  Counterparts. 
( I want to state that I XXXX XXXX did not request any add on was going for their base model to get closet to deal ) On XXXX at around XXXX XXXX XXXX Contacted me via email that he looked on the website and Toyota.comXXXX could not find this lease incentive. They requested that I resend directly to them. 
XXXX at around XXXX I XXXX sent them a photo of what I had and asked if they could contact XXXXXXXX XXXX XXXX or Toyota.com, Because the advertisement was no longer available on their website. And that I believe that they keep a record of all their ads they use on their website. 

XXXX a XXXX Manager for the XXXX XXXX XXXX had called me I believe from this number XXXX. I did not get name, and I was told that the advertisement I had seen was in the New York Region and that their regional manager had confirmed. I requested they send that to my email in writing confirming what he had said. The manager refused and said he does not do emails and would be willing to call XXXX XXXX XXXX and did not want to add me in a email contacting XXXX XXXX XXXX. 

I received a comment from XXXX XXXX on XXXX at around XXXX saying that each dealership is independently owned and operated. Thus, they have a limited role in these situations and could only arrange contact with me and the dealer. They gave me contact information and stated that the dealers customer relations manager would reach out by XXXX. 

On XXXX at around XXXX I provided a attachment of advertised price they had emailed me on XXXX to XXXX XXXX through their website submission process asking even though they sent me this XXXX at around XXXX I received a phone call from XXXX with this number XXXX. I told XXXX XXXX that the dealership was saying that they believed that I saw an advertisement from New York and did not believe the Ad was for this region. XXXX XXXX assured me that advertisement was real. I asked if XXXX XXXX could contact the XXXX XXXX XXXX to confirm that the Advertisement was real. 

On XXXX I visited the XXXX XXXX XXXX believing they would honor the deal. I met with the Customer Relations Manager, and she made it seem as though they would honor the deal on their Toyota website. After she left XXXX XXXX the Sales Manager for XXXX XXXX XXXX approached and XXXX XXXX XXXX. They stated that they could not honor an incentive in another region. When I spoke to XXXX XXXX and stated that we had an agreement over the phone from XXXX XXXX XXXX. XXXX XXXX stated that he did not enter a phone conversation with me through XXXX  XXXX  and that he was following a email lead. I left embarrassed and upset with the act of disregarding the phone conversation we had on the XXXX. 

I contacted XXXX XXXX requesting they please listen to the recording and forgot to mention to check if possibly a secondary line was used with the Advocate for XX/XX/XXXX. They have not confirmed who it was I spoke with from the Toyota Dealership. I was told there was no introduction in the recording transcript, But the Advocates said they only have access to transcripts and not to actual recording. I have requested that the case manager listen to the recording to verify if it was XXXX XXXX XXXX that was on the line. 
I opened a secondary reference opening a new case for the bad behavior of the XXXX XXXX XXXX  and if they could locate me another dealership in Washington that would honor the deal because I was directed to them by XXXX XXXX XXXX and did not want to be penalized because they changed the terms midway through talks. 

After speaking with the Case Manager XXXX it has been made clear that XXXXXXXX XXXX XXXX has no way of knowing who or if any of their Dealerships can or will honor the advertisement shown on their website. I asked if they had a registry of dealership that would honor advertisement, and it seems they do not have that ability. So I said their could be a advertisement that was shown on thier website and none of your dealership would be able to honor because they are all independently owned and they are unable to verify who will honor advertisment. XXXX XXXX had stated that was correct. That was a incoming call on XXXX at around XXXX in the morning. 

This situation was upsetting because I was told that the advertisement was good from XXXX XXXX and the XXXX XXXX XXXX did not want to believe me. Even more upsetting is because during are email exchange you can see XXXX XXXX awareness of the deal I was talking about and him changing his mind on what he had said to me. 


I am also included the XXXX XXXX XXXX  because I attempted to show effort on my part to locate a dealership before I reached out to XXXX XXXX XXXX

Company response to consumer: Closed with explanation