Business Profile

Auto Financing

Toyota Motor Credit Corporation

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Due to the volume of complaints filed against this business, BBB only publishes the details for 25% of the total complaints filed.

Complaints

This profile includes complaints for Toyota Motor Credit Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

870 total complaints in the last 3 years.
314 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/19/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i have been trying for the last 3 weeks to get a lien release from a 20 year old vehicle i had purchased from a private sale. i was told i had to fax over a bill of sale, cover letter requesting the lien release as well as a copy of the front and back of title.i have now sent 6 faxes total including this information. the original number i was sent i sent the fax to 4 times all with conformations' i was also provided two different fax numbers which i have sent those required documents to as well and i'm being lied to and told that they have not received anything. every call center representative i speak to tells me a different thing.i have been told this has been escalated at least 2-3 times with no results. this company will not accept a email only faxes and they are unwilling to assist even though i have been complying with every request and i have spent a total of 4-5 hours on the phone with several different reps to no avail
Business Response
Date: 07/30/2024
July 30, 2024

BBB Case: ********
Contact Name: *******************************

The ***************** of Lexus Financial Services (LFS) is in receipt of the complaint filed against Toyota Motor Credit Corporation (TMCC) and LFS regarding ************************ request for a lien release.

It is always our goal to deliver best-in-class service. We understand and recognize that time is valuable.

The TFS ********************** sent a lien release via ***** tracking ************, which was confirmed delivered as of Monday, July 29, 2024, at 1:21 PM to ******************************* at *********************************************

A previous lien release was delivered to ******************************* on Wednesday, July 24, 2024; however,the most recent lien release issued on Monday, July 29, 2024, should be presented to the local Department of Motor Vehicles (DMV).

We would like to thank ******************************* for bringing these matters to our attention so that we have the opportunity to improve and thank them for their patience.

Please know that Lexus Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at *************.

We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. Lexus Financial Services is a service **** of Toyota Motor Credit Corporation (TMCC). Retail installment accounts may be owned by TMCC or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (TLT) or its securitization affiliates.TMCC is the servicer for accounts owned by TMCC, TLT, and their securitization affiliates.
Initial Complaint
Date:07/18/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called in at the end of June, to request an extension for Junes monthly payment due to financial hardship I faced this month. I agreed to the terms of the extension and that my monthly payment would resume on July 23, 2024. I was advised by the initial agent, I would receive a secured email with the document to complete an e-signature to finalize the extension. I finally received the secured email on July 2, 2024 only to find out I cannot e-sign the agreement, it needed to be printed and mailed or faxed. I called to ask if this could be changed, to which I was told I couldnt. After a few calls I requested the fax number and was provided: ************. I am unable to send in the document through a secured message on my account through my online profile, as I was advised I do not have certain access which is causing the error message to try again later. After numerous calls, I was finally provided an escalation fax number: ************. I went out and paid to fax the document, to then be advised it takes 2-3 business days to be applied. I have been promised a phone call about 3-4 times now by management and my calls are NEVER returned. I have made about ***** phone calls regarding this extension and it still has not been applied! I called earlier this week, to be advised by another agent due to Toyotas error the extension was never applied. Extension paperwork was confirmed as received by Toyota on July 11, 2024. I was told to wait another 2-3 business days and it would automatically be processed. It still has NOT been processed and Im approaching the deadline of July 22, 2024 where I will be reported late to the credit bureaus for the month of June. The lack of accountability this company has is beyond words. This experience has been extremely stressful, for someone who is five months pregnant. Im trying to get this account resolved when the agents are beyond rude and provide no help. Management never available. I will provide more details, once Im contacted.
Business Response
Date: 07/22/2024
July 22, 2024

BBB Case:********
Contact Name: **********************************
Account Number: ******3181

The ***************** of Toyota Financial Services (TFS) is in receipt of the complaint filed against Toyota Motor Credit Corporation (TMCC) and TFS regarding their delayed extension.

TFS thanks ********************************* for bringing their account to our attention.

Please know that our team members are trained to the highest standards, and Toyota Financial Services does not condone any unprofessional interactions or inappropriate behavior from our team members towards our customers. Rest assured, all phone recordings have been reviewed on your account, and any instances of unprofessional behavior discovered have been reported to the appropriate management team.

TFS received their signed extension agreement; however, due to technological delay, *********************************** extension required manual processing. As of Friday, July 19, 2024, their June extension has been processed, and their account reflects their next payment due date of July 23, 2024.

We understand the importance of maintaining a favorable credit profile. Rest assured; our records do not indicate TMCC is reporting any derogatory information against *********************************** credit tradeline.

Please know that Toyota Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern,please contact us at **************.

We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. Toyota Financial Services is a service **** of Toyota Motor Credit Corporation (TMCC). Retail installment accounts may be owned by TMCC or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (TLT) or its securitization affiliates.TMCC is the servicer for accounts owned by TMCC, TLT, and their securitization affiliates.
Initial Complaint
Date:07/17/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 7th I sent Toyota Financial Services my lease payoff documents and a certified cashier's check in the same envelope. On May 23rd, they reported they had received my envelope with the lease payoff documents, but "did not know" where the cashier's check was. They did not disclose that the envelope had been tampered with. Because the document and check were in the same folder, receiving one document is not possible without receiving the others. Effectively, they lost a $54,000 check and did not have any sense of remorse or responsibility over this. Now I will have to pay over $2,000 in lease interest/rent payments as part of a monthly rent payment, since I cannot reissue a check until August 7th (90 days bank law for stop payments/reissue of checks). There are many others that have complained about this, and TFS takes no accountability over it; just take a look through the internet. They should honor I sent my payoff documents in by the date they asked, and either not have me keep paying monthly or reimburse me the money I should not have spent on interest/rent payments, for a mistake they made. Every representative I talked to gave me conflicting information, showcasing how unorganized this process is with handling large sums of money and difficult the process is. Once they receive my next check, I am hoping they don't lose it.
Business Response
Date: 07/18/2024
July 18, 2024

BBB Case:********
Contact Name: ******************************
Account Number: *******T537

The ***************** of Toyota Financial Services (TFS) is in receipt of the complaint filed against Toyota Motor Credit Corporation (TMCC) and TFS regarding the payoff for the above referenced account.

Our records reflect ***************************** also filed a complaint, with the Consumer Financial ***************** (CFPB), on July 17, 2024, regarding the same matter. We have begun our investigation into this matter and will provide our response via the ***** We understand the urgent nature of this duplicate request, and we appreciate their patience while we review the concerns.

We realize this may not be the response they desired, but we hope our above reply has resolved this matter amicably.

Please know that Toyota Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern,please contact us at **************.

We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. Toyota Financial Services is a service **** of Toyota Motor Credit Corporation (TMCC). Retail installment accounts may be owned by TMCC or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (TLT) or its securitization affiliates.TMCC is the servicer for accounts owned by TMCC, TLT, and their securitization affiliates.
Initial Complaint
Date:07/17/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is ********************* ******** and last month I received a letter in the mail regarding a refund check for the *** coverage of my paid off vehicle in the amount of $846 (guesstimating as I have lost that letter) however I have not received any checks since then. I used to live at *******************************. The vehicle in question is a 2021 Toyota Camry and even though I called and changed my address with Toyota I believe they are still mailing stuff to my old address. What I am trying to accomplish with this complaint is just getting a check mailed to my new address.
Business Response
Date: 07/19/2024
July 19, 2024

BBB Case:********
Contact Name: *****************************
Account Number: ******5802

The ***************** of Toyota Financial Services (TFS) is in receipt of the complaint filed against Toyota Motor Credit Corporation (TMCC) and TFS regarding their request to update their address and Guaranteed Auto Protection (GAP) refund.

TFS thanks *************************** for providing their new address via the *********************** (BBB). Upon receipt of their concerns, we partnered with Toyota Motor Insurance Services (TMIS) in regard to their GAP refund in the total amount of $860.97. TMIS sent check number ****** to ***************************** updated address as of July 11, 2024. Please note that TMIS issued their check in the amount of $857.85.

TFS issued a check for the difference of $3.12 on June 26, 2024; however, our records reflect the check was not cashed, and we have stopped payment and reissued as of the date of this response.

We respectfully, request that *************************** reach out to TMIS at ************** if they have additional questions regarding their GAP refund. As a measure of courtesy, we have included the original notification of their refund.

Please know that Toyota Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern,please contact us at **************.

We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. Toyota Financial Services is a service **** of Toyota Motor Credit Corporation (TMCC). Retail installment accounts may be owned by TMCC or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (TLT) or its securitization affiliates.TMCC is the servicer for accounts owned by TMCC, TLT, and their securitization affiliates.
Customer Answer
Date: 07/19/2024
I am rejecting this response because: I want to make sure the check I being mailed to the correct address, right now I live at *********************************
Business Response
Date: 07/22/2024
July 22, 2024

BBB Case:********
Contact Name: *****************************
Account Number: ******5802

The ***************** of Toyota Financial Services (TFS) is in receipt of the follow up complaint filed against Toyota Motor Credit Corporation (TMCC) and TFS regarding their request to update their address and Guaranteed Auto Protection (GAP) refund.

TFS affirms that both TFS and TMIS reissued checks to ***************************** address provided in their original Better Business Bureau (BBB) complaint. To confirm, the address listed is **********************************

Please know that Toyota Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern,please contact us at **************.

We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. Toyota Financial Services is a service **** of Toyota Motor Credit Corporation (TMCC). Retail installment accounts may be owned by TMCC or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (TLT) or its securitization affiliates.TMCC is the servicer for accounts owned by TMCC, TLT, and their securitization affiliates.
Customer Answer
Date: 07/22/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:07/16/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a new RAV4 2024 month of February, 2024 from ******* Toyota ********,********** made a loan from Toyota financial services Tempe,** **************. I decided to cancel the prepaid maintenance $1995.00 in writing and received a letter from Toyota Financial was refunded applied to my account. dated 05/14/24 . Until now this amount has not been applied loan balance stll remain the same.I called Toyota maintenance ***** to verify the amount , it was sent and cashed to Toyota Financial Services with the check ******. I called Toyota Financial services many times,receive no response I have all documents if needed.I need your help to resolve this problem. Thank you.***********************
Business Response
Date: 07/17/2024
July 17, 2024

BBB Case:********
Contact Name: ************************
Account Number: ******5942

The ***************** of Toyota Financial Services (TFS) is in receipt of the complaint filed against Toyota Motor Credit Corporation (TMCC) and TFS regarding the tire and wheel refund.

TFS thanks *********************** for bringing their account to our attention.

On April 2, 2024, TFS credited ************************* principal balance in the amount of $1,910.00 from Toyota Motor Insurance Services check # ********. This refund was backdated to March 29, 2024.

Upon receipt of their concern, however, we confirmed the typographical error on our part that caused the confusion. ************************* principal balance should have been credited $1,995.00 not $1,910.00. The difference of $85.00 correction has been requested.

We respectfully ask ********************* to allow three to five business days for the correction to reflect on their account.

Please know that Toyota Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern,please contact us at **************.

We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. Toyota Financial Services is a service **** of Toyota Motor Credit Corporation (TMCC). Retail installment accounts may be owned by TMCC or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (TLT) or its securitization affiliates.TMCC is the servicer for accounts owned by TMCC, TLT, and their securitization affiliates.
Customer Answer
Date: 07/19/2024
I am rejecting this response because:
To whom it may concern,
Attached is a email from Toyota Motor Credit Corporation and I want to clarify this amount of $ ******* is for cancelled tire and wheel and was already credited to my account statement balance, attached is updated account balance. I am after cancelled Prepaid maintenance of $ ******* , please refer to attached Retail Installment sale contract and notice of cancellation.Please note that this amount of $ ******* and $ ******* are separate transaction. Hopefully , this will clear the problem.
I appreciate and thank you for your help.
***********************; Complaint # ********
Customer Answer
Date: 07/19/2024
Complaint # ********
Customer Answer
Date: 07/19/2024
Complaint # ********
Customer Answer
Date: 07/19/2024
Complaint # ********
Customer Answer
Date: 07/19/2024
Complaint # ********
Customer Answer
Date: 07/19/2024
Complaint # ********
Business Response
Date: 07/25/2024
July 25, 2024

BBB Case:********
Contact Name: ************************
Account Number: ******5942

The ***************** of Toyota Financial Services (TFS) is in receipt of the follow up complaint filed against Toyota Motor Credit Corporation (TMCC) and TFS regarding the tire and wheel refund as well as their Pre-Paid Maintenance.

TFS thanks *********************** for bringing additional concerns to our attention.

On April 8, 2024, TFS received check number ******* from Toyota Motor Insurance Services (TMIS); however, this refund was misapplied until we received ************************* follow-up complaint. As of July 24, 2024, their account has been ************************ for both their tire and wheel refund and their pre-paid maintenance.

Please know that Toyota Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern,please contact us at **************.

We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. Toyota Financial Services is a service **** of Toyota Motor Credit Corporation (TMCC). Retail installment accounts may be owned by TMCC or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (TLT) or its securitization affiliates.TMCC is the servicer for accounts owned by TMCC, TLT, and their securitization affiliates.
Customer Answer
Date: 07/26/2024
I have reviewed the business response and accept this resolution. I would like to thank BBB for their effort to solve this problem specially complained was assigned to ID ********.
God Bless you all, Its takes me months to have this problem. Thank you BBB, a problem solver.
Initial Complaint
Date:07/14/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Traded in my leased vehicle in June to a Toyota dealer, who told me everything is taken care of and the old TFS lease account will be paid off and closed. However, TFS still keeps billing me on the old account with all the charges and late fees, and then reported my account as delinquent, dropping my credit score by 30 points.
Business Response
Date: 07/22/2024
July 22, 2024
BBB Case #********
***************
Account Number *************

This is in response to the review filed against Toyota Motor Credit Corporation (TMCC) by *************** regarding negative information reflecting on their credit profile with Toyota Financial Services (TFS).
First and foremost, TFS thanks ************* for bringing these concerns to our attention. After a review of Fei Chus account, we discovered that the customer has been reported a ****** late marker for **** 2024. It has also been discovered that a check to payoff the account was received on 7/14/2024, with an effective date of **** 27, 2024. It is currently in the process of being applied to the account once funds are verified. TFS apologizes for the processing delay, and when the payoff is processed, a full review of the account history will be completed. Any negative credit impacts caused by this delay will be removed and updated to the Credit ****************** (CRAs). We ask that ************* allow at least 30 to 45 days for this update to reflect with the CRAs.
Please know that TFS strives for excellence in customer satisfaction and we sincerely appreciate ************* for bringing this matter to TFSs attention. If the customer should have any further questions, please feel free to contact our *********************** at **************.

We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission.
Customer Answer
Date: 07/23/2024
I am rejecting this response because: TFS's response is misleading. The vehicle was traded in to a Toyota dealership on 6/22/2024, and I was told by the Toyota financial representative, on the same day, that everything is settled. It is not my fault that TFS has delays in their processing, yet I'm suffering for their delay.
Business Response
Date: 07/30/2024
July 30, 2024
BBB Case # ********
*************
Account # ***********

This is in response to the complaint filed against Toyota Motor Credit Corporation (TMCC) by ************* regarding negative information reflecting on the credit profile with Toyota Financial Services (TFS).
After a thorough review of Fei Chus account, we discovered that there was a payoff processing delay which caused derogatory account information to reflect on the credit profile. TFS closed Fei Chus account on July 27, 2024. Due to the untimely delay of the payoff being processed,we have sent an update to the Credit ****************** (CRAs) to remove the derogatory credit markers reported on Fei Chus credit profile. We ask that ************* allow at least ***** days for this updated to reflect with the CRAs.

Please know that TFS strives for excellence in customer satisfaction and we sincerely appreciate ************* for bringing this matter to TFSs attention. If the customer should have any further questions, please feel free to contact our *********************** at **************.

We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission.
Customer Answer
Date: 07/30/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:07/12/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased my car in 2021, and at the time I purchased an 8 year SERVICE agreement, with the understanding it would cover the cost of general services with Toyota dealerships. I have booked in for my ****** mile service and found out that it is a REPAIR agreement. I tried to file a complaint with Toyota and their complaints department terminated the call without speaking to me, leading to this filing.
Business Response
Date: 07/18/2024
July 18, 2024

BBB Case:********
Contact ***************************************** ****** of Toyota Financial Services (TFS) is in receipt of the complaint filed against Toyota Motor Credit Corporation (TMCC) and TFS regarding **************** request for assistance.

It is always our goal to deliver best-in-class service. We understand and recognize that time is valuable.

Cameron Grader purchased a Toyota ************************** Agreement (***) via Toyota Motor Insurance Services (TMIS).

On July 12, 2024, ********************* called and spoke to a TMIS representative regarding their dissatisfaction.

Pursuant to the customers request via the ********************, TFS has partnered with TMIS to ensure the *** is cancelled. TMIS has confirmed the *** has been cancelled as of July 12, 2024.

The pro-rated refund will be issued in the amount of $807.78, after a $50.00 processing fee. The refund will be issued to the lienholder, Freedom Credit Union, and should be received within 30 days of the date of this response.

Please know that Toyota Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern,please contact us at **************.

We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. Toyota Financial Services is a service **** of Toyota Motor Credit Corporation (TMCC).

Retail installment accounts may be owned by TMCC or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (TLT) or its securitization affiliates. TMCC is the servicer for accounts owned by TMCC, TLT, and their securitization affiliates.
Customer Answer
Date: 07/23/2024
I am rejecting this response because: I don't believe a pro-rated refund is appropriate for this situation, for the following reasons:
1 - I was sold this product as a Service (scheduled services) agreement, which it was not.
2 - I have not actioned this product at all.
3 - When I called Toyota, I was offered this, and stated these reasons. The operator said he would transfer me, but the department he transferred me to hung up without speaking.

I would like a complete refund, not a pro-rated refund, as this product is not appropriate for me or for the way I use the car.
Business Response
Date: 07/25/2024
July 25, 2024

BBB Case:********
Contact Name: *********************

The ***************** of Toyota Financial Services (TFS) is in receipt of the follow up complaint filed against Toyota Motor Credit Corporation (TMCC) and TFS regarding **************** additional request for assistance.
From our original response, ********************* purchased a Toyota ************************** Agreement (VSA) via Toyota Motor Insurance Services (TMIS).
Additionally,TFS has no ability to confirm or deny allegations concerning verbal representations made between our customer and dealer with respect to the underlying complaints. Cameron ******* signature on the contract reflects their agreement and understanding of the terms and conditions.
A copy of the **** explaining the coverage and benefits, was mailed to the customer within 30 days of purchase. The state of ************* provides a free lookperiod that is valid for 30 days. TMIS was not notified of Cameron ******* desire to cancel the agreement until July 12, 2024. Once the free look period expires, any cancellation is pro-rated; therefore, our position remains the same.
Also from our original response, the pro-rated refund will be issued in the amount of $807.78, after a $50.00 processing fee. The refund will be issued to the lienholder, Freedom Credit Union, and should be received within 30 days of the date of this response.
Lastly,check # ******** was mailed on July 18, 2024. We respectfully request that ******* Grader follow up with Freedom Credit Union to confirm receipt of the funds.
Please know that our team members are trained to the highest standards, and Toyota Financial Services does not condone any unprofessional interactions or inappropriate behavior from our team members towards our customers.
We realize this may not be the response desired, but we hope our above reply has resolved this matter amicably.

Please know that Toyota Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern,please contact us at **************.

We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. Toyota Financial Services is a service **** of Toyota Motor Credit Corporation (TMCC). Retail installment accounts may be owned by TMCC or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (TLT) or its securitization affiliates.TMCC is the servicer for accounts owned by TMCC, TLT, and their securitization affiliates.
Customer Answer
Date: 07/25/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:07/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I spoke with representatives from Toyota and Lexus Financial advising that I received a 1099 C Cancellation of Debt notice from Toyota in the beginning of March. I was asked to forward over the document- which I did, however, I continue to receive calls from Lexus Financial to have my car repossessed. I am a business owner, and cant afford to have my car taken. When speaking with both Lexus Financial and Toyota Motor Corp, I kept being referred back and forth between the two companies. I am reaching out to get some form of resolution to this issue. In addition to 1. Receiving my title and 2. Updating my credit report to reflect this is satisfied. 3. Stop receiving harassing calls.
Business Response
Date: 07/12/2024
July 12, 2024

BBB Case: ********
Contact Name: *************************
Account Number: ******5764

The ***************** of Lexus Financial Services (LFS) is in receipt of the complaint filed against Toyota Motor Credit Corporation (TMCC) and LFS regarding an illegitimate 1099-C form.

LFS has not issued a 1099-C for ************************* for the above referenced vehicle account. The form attached by our customer to this complaint is not valid or legitimate. Our customers account is currently in a charged off and past due status. We encourage them to contact our ****************************** to make arrangements to resolve their account.

We realize this may not be the response our customer desired, but we hope our above reply has resolved this matter amicably.

Please know that Lexus Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at *************.

We may include Personally Identifiable Information (***) as necessary to respond to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. Lexus Financial Services is a service **** of Toyota Motor Credit Corporation (TMCC). Retail installment accounts may be owned by TMCC or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (TLT) or its securitization affiliates.TMCC is the servicer for accounts owned by TMCC, TLT, and their securitization affiliates.
Initial Complaint
Date:07/09/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Toyota Financial Services has continuously failed to notify me of outstanding bills. They had my wrong address for over a year. Never called me once about having payments past due but would send my account directly to collections. I want to ensure they do not send me to their collections contact because it punishes my credit BUT TF DOES NOT reach out to alert you of this. I was not notified once that I had a past due balance via email, phone or any other channel. Just would get a call from the collector out of the blue and as soon as I heard from them, promptly submitted payment. I've also been duped by their lease extension team and was told I would be able to extend for an additional 6 months. I was declined that opportunity yesterday with no explanation other than I did not qualify because of my miles. However, that was not ONCE communicated to me when I called on 6/12 and was told by the agent "it will be fine because of your outstanding payment history". I was told a supervisor would contact me and when I missed their call, called back 20 minutes later and was told "you will need to wait 2-3 business days again" then the agent was clearing talking to that supervisor on live chat delivering me answers. Again, I was told yesterday that I would be able to speak with a supervisor but they are trying to have an agent relay a message to me without fulfilling that obligation. As you can see, a lot of negative experiences with Toyota Financial Services that I want others to beware of.
Business Response
Date: 07/12/2024
July 12, 2024

BBB Case:********
Contact Name: **** ********
Account Number: *******H382

The ***************** of Toyota Financial Services (TFS) is in receipt of the complaint filed against Toyota Motor Credit Corporation (TMCC) and TFS regarding our customers above referenced account.

Our Customer Assistance Team Members are internal Team Members who reach out to customers when an account becomes past due. Our customers are responsible for ensuring that we have their correct contact information. Our records do not match those of **** ********. *** made several attempts via phone and writing to reach our customer.

We can confirm that **** ******** was previously approved for a lease maturity extension which extended the original maturity date from January 9, 2024, to July 9, 2024. When a lease maturity extension is granted, our customers are advised during the conversation and in writing that they must update their recurring payment schedules to resume payments. Our customer did not take steps to do so resulting in credit impacts for the months of February and March in 2024. These stand as valid credit impacts as a result of missed payments.

Two attempts have been made by Supervisors to reach our customer. While both were unsuccessful, our customer has spoken with Team Members as recently as July 11, 2024, and was given accurate information regarding the lease extension. Our customers account does not qualify for an additional lease maturity extension. As a result, we must respectfully decline our customers request for an additional lease maturity extension. While the vehicle was due to be returned to the dealership on July 9th, 2024, we have noted authorization for the vehicle to be returned or purchased on or before July 19th, 2024 without an additional payment.

We realize this may not be the response our customer desired, but we hope our above reply has resolved this matter amicably.

Please know that Toyota Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern,please contact us at **************.

We may include Personally Identifiable Information (***) as necessary to respond to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. Toyota Financial Services is a service **** of Toyota Motor Credit Corporation (TMCC).Retail installment accounts may be owned by **** or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (TLT) or its securitization affiliates. **** is the servicer for accounts owned by ****,***, and their securitization affiliates.
Customer Answer
Date: 07/12/2024
I am rejecting this response because:
It is simply not true that they tried to contact me via phone, email or direct mail. Not a single missed call, voice mail, email or direct mail. They had my incorrect address for years. I have lived at **************** for over 3 years, and they still have my old address on file as recently as yesterday at their local dealership (see attachment).
You can review my credit history, and this would be the first time ever I've been delinquent on payments. I've only had collections contact me from one company in my life and it has been Toyota Financial Services. When they contacted me, I immediately called in and began reconciling payment. This proves that TFS never called me directly to try and secure payment. They should review their outbound call records to me with voicemails etc. asking for payment. They won't be able to because it's not true, however, the collections team was able to reach me. And when they did, I called right in as their records will show.
As for the supervisor comments, I tried calling back 20 minutes after I missed their call because I was picking my daughters up from camp and was told "2-3 business days" response time again, which I have still not heard back from.
TFS records all of their calls and this appears to be a case where they are hand picking the ones they want to share with the BBB. Please do not fall for this poor tactic and focus on my history, which has been exceptional throughout my life with the exception of this poorly run organization that does not proactively reach out to their customers and as shown, still has incorrect information.
Respectfully,
****
Business Response
Date: 07/16/2024
July 16, 2024

BBB Case:********
Contact Name: **** ********
Account Number: *******H382

The ***************** of Toyota Financial Services (TFS) is in receipt of the follow up complaint filed against Toyota Motor Credit Corporation (TMCC) and TFS regarding the above referenced account.

Our position remains the same. The attached contract shows that our customer signed the contract with the address that was previously on file on the account. Our customer is responsible for advising *** of any address changes to ensure they receive all communications. *** is not the same as our customers local dealership. Our relationship to the dealership is that of a bank or credit union. Our customers address is not altered or updated based on dealership records. We confirm that the address our customer mentioned has been updated on their account and remains their current address in TFS records.

TFS records show that this account entered our internal customer assistance system on March 6, 2024. Phone calls were attempted to our customer on March 13, 2024, March 22, 2024. The attached cure notice was sent to the address on file on March 11, 2024.

We confirm the first time TFS successfully communicated with **** ******** after the account fell past due was on May 15, 2024, when our customer updated their address and contact information to the address that is now on file. A payment was scheduled for May 15, 2024, to pay $898.00. At the time of the payment, the February 2024, and March 2024 payments were already past due. Our customer is responsible for making their payment in accordance with the terms outlined in the contract to avoid credit impacts.

Further, no additional Lease Maturity Extensions are available to our customer. Our records indicate that our customer has been advised that the vehicle must be purchased or returned by July 19, 2024, to avoid responsibility for any additional lease payments.

Lastly, a supervisor attempted to reach our customer on July 9, 2024. Our customer was not available. Our records do not match our customers. The return phone call came the following day on July 10, 2024, and the supervisor was not available. Our customer may utilize the contact information below to reach out to TFS. If a supervisor is not available at the time of our customers call, the customer may request to speak to a Resolution Specialist. Supervisors and Resolution Specialists will not be able to remove the valid credit impact or provide any additional lease maturity extensions for our customer.

We realize this may not be the response our customer desired, but we hope our above reply has resolved this matter amicably.

Please know that Toyota Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern,please contact us at **************.

We may include Personally Identifiable Information (***) as necessary to respond to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. Toyota Financial Services is a service **** of Toyota Motor Credit Corporation (TMCC).Retail installment accounts may be owned by **** or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (TLT) or its securitization affiliates. **** is the servicer for accounts owned by ****,***, and their securitization affiliates.
Customer Answer
Date: 07/16/2024
I am rejecting this response because: My position remains the same and it based off of facts. Not wishy-washy details being shared here. There were no phone calls, no emails and no direct mail sent to me. I've called in several times and discussed my information with them and it's not my responsibility if they do not make the proper updates. Again, the moment I was contacted via phone by Collections (not TFS - that's not true what they said), I immediately made recourse to catch up payments. I'd encourage TFS to disclose the full transcript where I was told 1. My car would not be repossessed and 2. My credit would not be impacted as I caught up. And that's exactly what I did, I caught up as quickly as possible in a reasonable timeframe given the lack of any communication from TFS.
Push TFS aside and look at my overall payment record. I haven't been delinquent on a single payment in my entire life (over 20 years of having a checking account) except the last few months here. That should tell you something. I did not intentionally avoid payments, rather, the communication was incredibly poor by *** and has caused all sorts of problems with my credit. Which is completely unfair.
I'm clear on returning it on July 19th. I spoke with an agent last week to make sure I didn't owe you any money and was in good standing, which was confirmed. I'm bringing that truck back this Friday and leaving it at the dealership.
That's a poor / inaccurate description of what happened July 9 /10. To be clear, I received a missed call / voicemail on 7/10 and returned it within 20 minutes. I was then told "2-3 business days" for a return call. And the person on the line was clearly live chatting with the supervisor trying to relay me messages. TFS did not follow their word on this as the supervisor never called me back after that. It is a moot point now as I am returning the vehicle and not going to work with TFS going forward.
I understand you're trying to distance yourself from the local dealerships. While that may be legally in your purview, that's poor customer service. Any average human being would associate the brands with one another. And quite frankly, you should communicate with your dealership so it's consistent and accurate information across the board. Just a suggestion on how to improve your customer service.
I'm going to keep putting the facts forward until this is resolved fairly. A fair resolution would be TFS admitting the truth that their customer service team did not place a single call / email / direct mail to me on this issue. Once Collections (not TFS) called me, I immediately took action. This explanation along with my excellent credit track record should make it clear that I was not at fault here.
Thank you,

****
Initial Complaint
Date:07/09/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
UN ANSWERED QUESTIONS
Business Response
Date: 07/09/2024
July 9, 2024 BBB Case: ******** Contact Name: *************************** Account Number: ******8586
The **************** of Toyota Financial Services (TFS) is in receipt of the complaint filed against Toyota Motor Credit Corporation (TMCC) and TFS regarding unanswered questions on your TFS account. Based on the image included we have reviewed our customers account regarding the fee of $590.00. This fee was assessed as a repossession fee on the account. The account has been reinstated and this fee was paid by our customer during that process.
There was no refund fee assessed of the customer and we apologize for any confusion resulting from the review of the transaction history. We realize this may not be the response our customer desired, but we hope our above reply has resolved this matter amicably. Please know that Toyota Financial Services strives for excellence in customer satisfaction. If there are any additional questions regarding this concern, please contact us at **************.
We may include Personally Identifiable Information (***) as necessary to respond to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission. Toyota Financial Services is a service **** of Toyota Motor Credit Corporation (TMCC). Retail installment accounts may be owned by TMCC or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (TLT) or its securitization affiliates. TMCC is the servicer for accounts owned by TMCC, TLT, and their securitization affiliates.

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