Complaints

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

close

Find a Location

Toyota Motor Credit Corporation has 31 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Toyota Motor Credit Corporation

  6565 Headquarters Drive, W2-5A Plano, TX 75024-5965

• 

  Toyota Motor Credit Corporation

  4 Gatehall Dr Parsippany, NJ 07054

• 

  Toyota Financial Services

  500 Kehoe Boulevard Wheaton, IL 60187

• 

  Toyota Financial Services

  P.O. Box 5855 Carol Stream, IL 60197

• 

  Toyota Financial Services

  PO Box 9550 Cedar Rapids, IA 52409

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:04/17/2023

  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.

  Hello i have pulled from credit report from all three credit burues and have noticed that o have misleading and inaccurate information about Toyota Motor Credit regarding this account *************. I have ased them to verify this account and also reached out to them a trillion times but this false inaccurate account s still on my ********************** report. I know its false but they still lie and intend on telling me its verified. Where is my signature or video or evidence that this is my account? I please want to know.

  Business Response

  Date: 04/26/2023

  April 26, 2023
  
  BBB Case # ********
  ***************************
  
  Toyota Motor Credit Corporation (****) is in receipt of the complaint filed by *************************** regarding claims of potential identity theft.
  
  Due to the sensitivity of Thristen Joness concerns we respectfully request that they contact our **************** directly to address their concerns. As of April 7, 2023, the **************** sent an Identity Theft Summary of Rights Letter to the system address acknowledging the claim of potential identity theft and requesting additional documentation that will allow TFS to assist and begin an investigation. We have attached a copy of the letter from the **************** to reference.   
  
  If *************************** should have any other questions or concerns regarding the identity theft case, they may contact our **************** directly at **************.
  
  We are including Personally Identifiable Information (***) as necessary to respond to the complaint as submitted by the consumer. We do not control how or whether the BBB safeguards our response or the *** contained in our response after submission

  Customer Answer

  Date: 04/26/2023

  Hello Ive read the response of the company who is reporting inaccurately on my credit report. To my understanding they are saying they are getting to the bottom of this to verify this account isnt mine and remove the account. I agree with their steps towards removing this account. I wish it could be as soon as possible because this is really hurting my credit score and that there are no more careless mistakes like this in the future. Thanks in advance.

  Customer Answer

  Date: 04/27/2023

  I have reviewed the business response and accept this resolution. 

  Hello Ive read the response of the company who is reporting inaccurately on my credit report. To my understanding they are saying they are getting to the bottom of this to verify this account isnt mine and remove the account. I agree with their steps towards removing this account. I wish it could be as soon as possible because this is really hurting my credit score and that there are no more careless mistakes like this in the future. Thanks in advance.

• Initial Complaint

  Date:04/14/2023

  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 2/17/2023 I traded in my vehicle for an other and was due a refund of my GAP Insurance in the amount of $862.91. Toyota financial told me they mailed a check to the dealership in this amount on March 6th, 2023 to return to me. I have called multiple times and no one will reply. I last spoke with ****** at ******************* on 4/11/2023 and she was to call me back and has not done so. Then on 4/13/2023 I spoke to ******************* again and she stated that Toyota Financial was to send the refund directly to me and they mailed it on 4/4/2023 however I have NOT received this to this day, 4/14/2023. That is 9 days.

  Business Response

  Date: 04/20/2023

  April 20, 2023
  
  BBB Compliant ID ********
  *********************
  Account Number: ***********
  
  This is in response to the complaint filed against Toyota Motor Credit Corporation (****)and Toyota Financial Services (TFS) by ********************* regarding a Guaranteed Auto Protection (***) refund on the 2022 Toyota Tundra. 
  
  Please know, the *** our Customer purchased is provided by a third party policy provider, GS Administrators. GS Administrators, Lease Match Plus (if also cancelling the *************** Agreement) and the dealership are responsible for assisting with any refunds that are not received. If ************** has any questions or concerns GS Administrators can be contacted directly at the contact information provided below:
  
  Golf States (GS Administrator) *** and Pre-Paid Maintenance - **************
  Lease Match Plus *************** Agreement (VSA) **************
  
  Toyota Financial Services strives for excellence in Customer satisfaction.  If ************** should have any further questions regarding the status of the refund, we respectfully request that our Customer contact GS Administrators via the contact information on the policy document provided by the dealership or from the information provided above.
  
  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: 04/20/2023

  I am rejecting this response because:   I have already spoken to the GAP administrator and the dealership and both parties have said the refund was sent to Toyota financial. Per ******************* Toyota in ******, Toyota Financial was sent the money on 4/4/2023! Stop playing games. My next course of action will be to hire legal counsel to get what is owed to me

  Business Response

  Date: 05/01/2023

  May 1, 2023
  
  BBB Compliant ID ********
  *********************
  Account Number: ***********
  
  This is in response to the additional correspondence received regarding the complaint filed against Toyota Motor Credit Corporation (****) and Toyota Financial Services (TFS) by ********************* regarding a *** refund on the 2022 Toyota Tundra. 
  
  We regret to learn our Customer was dissatisfied with our previous response; however, based on our review on his account, our position remains the same.  For additional context, please allow up to thirty (30) days from the date the policy provider and/or the dealership have advised the refund was issued to receive the refund. 
  
  Again, please know, the *** our Customer purchased is provided by a third party policy provider, GS Administrators, as all Voluntary Protection Product(s) were contracted in the **************, the dealership can assist with the cancellation of each product, including ***; however, if ************** has any questions or concerns GS Administrators can be contacted directly at the contact information provided below:
  
  Golf States (GS Administrator) *** and Pre-Paid Maintenance - **************
  Lease Match ********************* Agreement (VSA) **************
  
  Toyota Financial Services strives for excellence in Customer satisfaction.  If ************** should have any further questions regarding the status of the refund, we respectfully request that our Customer contact GS Administrators via the contact information on the policy document provided by the dealership or from the information provided above.
  
  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: 05/01/2023

  I am rejecting this response because:   Again per ****** at ******************* and Toyota finance, Toyota finance received the gap refund on 4/4/2023 and was to process my refund. Still havent received the refund. Toyota Financial is lying and I stand by what information already has been received!

• Initial Complaint

  Date:04/12/2023

  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 am not aware of this account. I have reached out to 3 Credit Bureaus and TOYOTA MOTOR CREDIT to have this account removed from my file and they are always saying the same excuse, which is no longer acceptable. I have filed this as an outcome of Identity Theft. Regardless of all actions done on my end, there was no action from the 3 Credit Bureaus. Thus, I am reaching out to seek assistance to have TOYOTA MOTOR CREDIT confirm that I have no account with them and that the 3 Credit Bureaus can simply remove it from my credit report.

  Business Response

  Date: 04/19/2023

  April 19, 2023
  
  BBB Compliant:19922550
  ****************************
  
  Toyota Motor Credit Corporation (****) is in receipt of the complaint filed by **************************** regarding their claim of potential identity theft.
  
  It is important to know Toyota Financial Services (***) takes allegations of fraud seriously and our **************** has thoroughly reviewed the account and all attached documents received with this complaint.
  
  Following receipt of ************** complaint our **************** initiated an investigation into the claim that our Customer had no knowledge of the *** account and the account was fraudulently opened.  As of April 14, 2023, our **************** has closed their investigation determining there does not appear to be any valid form of fraud on the account.  As a result, we are unable to accommodate the request to delete the tradeline.   

  If our Customer should have any other questions or concerns regarding their identity theft claim, *********** may contact our **************** directly at **************.

  We are including Personally Identifiable Information (***) as necessary to respond to the complaint as submitted by the consumer. We do not control how or whether the BBB safeguards our response or the *** contained in our response after submission

• Initial Complaint

  Date:04/11/2023

  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 have been a customer of ******************************************* for almost a decade. This would have been my third lease for a 2020 Toyota Corolla. When my least matured I opted to buy the car, and as was the protocol of my lease, the dealership settled the final payment and close the account. For whatever reason there was a delay in the bank loan as well as a delay in the closing from the dealer's side. I kept constant correspondence with Toyota financial letting them know to which they assured me that there would not be any derogatory reporting on their behalf. 2 months after the purchase I noticed that my credit had taken a serious hit and realized that they reported a 30 day late payment. When I sense multiple letters explaining the situation they basically told me to pound sand. Had over 8 years of immaculate payment records and for them to do this is just beyond unfair. I would urge you to avoid them like the plague.

  Business Response

  Date: 04/14/2023

  April 13, 2023
  BBB Case # ********
  *******************************
  Account # ***********
  This is in response to the complaint filed against Toyota Motor Credit Corporation (****) by ********************************
  First and foremost, TFS would like to thank ******************************* for bringing their concerns to our attention.
  Please know that TFS makes every attempt to positively respond to all our customers; however, we are required to report all information accurately to the *************************** (CRAs) based on a customers payment history.
  Unfortunately, we are unable to accommodate ***** H GANJBAKSHs request to remove the credit marker reporting in August 2022 to their tradeline as we are required to report accurate information to the CRAs.
  TFS strives for excellence in customer satisfaction, and we sincerely appreciate ******************************* for bringing this matter to TFSs attention. If ******************************* should have any further questions, they may contact our *********************** at **************, Monday through Friday.
  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: 07/15/2024

  I recently pulled my Experian, TransUnion, and Equifax credit report that the final payment of my 2020 Toyota Corolla of account *********** was reported late. This was very concerning, as it was told to me and the joint account owner (that in the event the lease-to-ownership option is redeemed, than the dealership company (Toyota DARCARS of *********, **) would assume responsibility in closing the account. This was something that was echoed by Toyota Financial Services during a courtesy call regarding the overdue payment (THE FINAL PAYMENT OF THE ****** I informed the representative, that we were opting to buy the car which would hand responsibility of closing the account (which was ONLY the final payment) to Toyota DARCARS , to which she informed me that as long as I kept TFS apprised of the purchase, and how far along the process was, that it would NOT be reported late. On October 13, 2022, I reached out again to TFS, and the customer service representative agreed that it was the dealerships extended delay to post closure of the account was what lead to the late payment report after August. They proceeded to mark me 30 days late anyway, even though i bought the car, and the dealership assumed responsibility and closed the account. I wrote a letter of good twice, both times they told me to kick rocks. Perfect credit, ruined

  Business Response

  Date: 07/22/2024

  July 22,2024
  BBB Case #********
  *******************************
  Account Number *************
  
  This is in response to the complaint filed against Toyota Motor Credit Corporation (TMCC) by ******************************* regarding negative information reflecting on their credit profile on their Toyota financial Services (TFS) account.  Our response remains the same.
  
  After reviewing the customers account, we discovered the customer was due for the August 1, 2022 payment.  We report all payment history at the end of the month, and at the end of the month the customer was 30 days past due.  We received notice from the dealership that the vehicle was returned on September 21, 2022, and closed the account on September 26, 2022, which the account was reported closed being ***** days past due.
  
  
  Unfortunately,we are still unable to accommodate ********************* request to remove the information we reported as we are required to report accurate information to the Credit ****************** (CRAs).
  
  Please know that TFS strives for excellence in customer satisfaction and we sincerely appreciate Nadar Ganjbaksh 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.

• Initial Complaint

  Date:04/11/2023

  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 traded in my 2022 Highlander in December of 2022. I canceled my *** coverage within the week that it was traded in. I have not received the gap refund from toyota financial services (credit company). I have called in numerous times since January to find out when the refund check will be sent to me. I was told that the *** department sent it to Toyota. Then I was told that Toyota sent me a check, however after calling back numerous times because I never received the check I have then gotten the run around. The next person I spoke to said the check was never sent to me and that he was requesting that the refund be sent as it was sitting in an account of **********************'s. I called back again as another 2 weeks went by and they said it is taking a bit but will be sent out by April 1st and overnighted. We are at April 10th and no refund check. I called back again today and the newest dispute resolution person I spoke to now said they have no idea when it will be sent as from there end they are not sure what happened to the check they received even though it was cashed. I should not have to call back this many times just to get a check that is mine. Clearly their company truly does not care about their customers. I want the refund check sent.

  Business Response

  Date: 04/18/2023

  April 18, 2023
  BBB Case# ********
  *************************
  Account Number: ***********
  
  This is in response to the complaint filed against Toyota Financial Services (TFS)by ************************* regarding a missing payment refund check. Thank you for your patience while we reviewed your concern. 

  
  We have reversed the most recent check for $908.65 and requested a new check on April 18, ************************************************************************************************************************** your complaint filing. Please know that it may take 1-2 business days for the check to be processed and sent. We will note the tracking information on your account once it is received from our check vendor. You may call, as early as Friday,April 21st, 2023, to obtain the tracking information.

  
  We understand their frustration during this process,and we apologize for any inconvenience. If our customer has any additional questions or concerns, they may contact our ************************** at *************.
  
  We are including Personally Identifiable Information (***) as necessary to respond to the complaint as submitted by the consumer. We do not control how or whether the BBB safeguards our response or the *** contained in our response after submission Toyota Financial Services is a service **** of Toyota Motor Credit Corporation (****). 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 ****, TLT, and their securitization affiliates. Lexus Financial Services is a service **** of Toyota Motor Credit Corporation (****). 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 ****, TLT, and their securitization affiliates.

  Business Response

  Date: 04/18/2023

  April 18, 2023
  BBB Case# ********
  *************************
  Account Number: ***********
  
  This is in response to the complaint filed against Toyota Financial Services (TFS)by ************************* regarding a missing payment refund check. Thank you for your patience while we reviewed your concern. 

  
  We have reversed the most recent check for $908.65 and requested a new check on April 18, ************************************************************************************************************************** your complaint filing. Please know that it may take 1-2 business days for the check to be processed and sent. We will note the tracking information on your account once it is received from our check vendor. You may call, as early as Friday,April 21st, 2023, to obtain the tracking information.

  
  We understand their frustration during this process,and we apologize for any inconvenience. If our customer has any additional questions or concerns, they may contact our ************************** at *************.
  
  We are including Personally Identifiable Information (***) as necessary to respond to the complaint as submitted by the consumer. We do not control how or whether the BBB safeguards our response or the *** contained in our response after submission Toyota Financial Services is a service **** of Toyota Motor Credit Corporation (****). 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 ****, TLT, and their securitization affiliates. Lexus Financial Services is a service **** of Toyota Motor Credit Corporation (****). 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 ****, TLT, and their securitization affiliates.

  Customer Answer

  Date: 04/26/2023

  I am rejecting this response because:   I have called Toyota financial on 4/26 and they are stating there is no tracking number. With the response from Toyota the tracking number should have been able to be provided on Friday the 21st. That is another 5 days and it has not been sent. 

  Customer Answer

  Date: 04/27/2023

  I received the check today in the mail, we can close the complaint out now. Thank you for your help

  Customer Answer

  Date: 05/01/2023

  I received the check today in the mail, we can close the complaint out now. Thank you for your help

• Initial Complaint

  Date:04/11/2023

  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 have been given several dates that this whole process will take "no longer than". The date of loss for this accident was 01/01/23. It was confirmed a total loss approximately **** days later, still in January. Initial insurance pmt should have posted by 02/24/23. spoke with a Siri on 02/14/23 asking why insurance payment was posted: address changed and they need more time. She said its **** business days from when payment received. I adv several times I was told from when issued, and she said she doesn't know why, its from when RECEIVED. Was then advised it will be no later than 02/21/23. Check from insurance was finally applied 02/20/23. Now I needed GAP to process. Was told GAP was filed 03/02/23 and can take a couple weeks. Called Toyota GAP on 03/31/23 and spoke with ********* and was told that payment for GAP to be issued no later 03/16/23 and the payment to be applied no later than 03/30/23. But last alas no payment had even been issued. GAP was still reviewing the claim. I was transferred to GAP and spoke with ****. He then advised me that payment was issued 03/27/23 under check #******. I called Toyota Financial services again and spoke with ********. I told her the issue date and check # that **** from Toyota GAP gave me. She was ADAMANT that if check was issued 03/27/23 the **** business day timeframe would mean the check would be received and posted no later than 04/10/23. I expressed how not confident I am in any of their words as I have been given several miscommunications (a lot of which I cannot include due to character limits here). I specifically confirmed with her that it goes off when Toyota GAP issues the payment and not when its received by Toyota Financials Services and she confirmed that is correct. It goes off when payment is ISSUED. Today is 04/10/23. I cannot speak to a manager. I do not trust this will be handled as I've been lied to this whole process. I have funds that I am waiting to have refunded as we paid after total loss decision.

  Customer Answer

  Date: 04/12/2023

  I have attached my notes from an additional call today. I still have not received a manager callback despite me requesting multiple times. This is just another lie the company is telling me. I dont find this behavior from a company. I want the funds that I am owed back and would like it if Toyota Financial Services would stop holding my funds hostage as I was NEVER late with my payments to them and if I was I would have been penalized. I fully expect a call from a manager by Friday 04/14/23 letting me know the funds have been issued to myself as this is beyond ridiculous how lazy this company is with giving money owed to customers but so greedy when they want their money. 

  Business Response

  Date: 04/18/2023

  April 18, 2023

  BBB ID #: ********

   *************************

  This is in response to the complaint filed against Toyota Motor Credit Corporation (****) and Toyota Financial Services (TFS) by ************************* regarding receiving a refund for an overage related to a Total Loss.
  
  Great News! We would like our Customer to know we have contacted the ********************************************* Insurance Services (****) Department regarding their concerns.  The **** department confirmed a refund check was mailed to the system address on file for $432.09 as of April 11, 2023. We respectfully request to allow up to 10 business days to receive the refund via USPS.
  
  Toyota Financial Services strives for excellence in Customer satisfaction.  If ************************* has any additional questions or concerns, we respectfully request our Customer to contact the **** Claims Department directly at **************, Monday through Friday.
  
  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: 04/18/2023

  As I had to call Toyota Financial Services several times after submitting the complaint, they finally were able to get the payment posted, close my account, and issue the check. The check was issued 04/11/23 as the companys response stated. And yet when I spoke with them on that date they couldnt even tell me that information. When I spoke with them on 04/12/23 they couldnt tell me that information. And I did not find out until I had to call yet again on 04/14/23. I never once received any manager contact as I requested multiple times. And only because I was calling and on top of the status after being given numerous incorrect timeframes and incorrect information repeatedly did Toyota Financial Services decide to do their job. So yes, NOW it is resolved. I will never finance through Toyota Financials Services again. 

  Customer Answer

  Date: 04/19/2023

  I have reviewed the business response and accept this resolution. 

  As I had to call Toyota Financial Services several times after submitting the complaint, they finally were able to get the payment posted, close my account, and issue the check. The check was issued 04/11/23 as the companys response stated. And yet when I spoke with them on that date they couldnt even tell me that information. When I spoke with them on 04/12/23 they couldnt tell me that information. And I did not find out until I had to call yet again on 04/14/23. I never once received any manager contact as I requested multiple times. And only because I was calling and on top of the status after being given numerous incorrect timeframes and incorrect information repeatedly did Toyota Financial Services decide to do their job. So yes, NOW it is resolved. I will never finance through Toyota Financials Services again. 

• Initial Complaint

  Date:04/11/2023

  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.

  I am writing to express my deep disappointment with the customer service I have received from ********************** of *******, ********* ****. As a long-standing customer of over five years, leasing four vehicles for myself and my family, I have always held Toyota in high regard. However, my recent experience in attempting to secure a refund for an extended warranty on my Toyota Camry 2019 has been nothing short of frustrating.When I decided to purchase my leased vehicle at the end of the term, the financial manager at the dealership recommended that I purchase an extended warranty for five years, which I agreed to on the condition that I would be refunded if I sold the vehicle. Unfortunately, I sold the car within eight months of the purchase and have since been trying to secure the refund that was promised to me.Despite visiting the dealership multiple times and exchanging over 29 emails with one of the financial managers, I have yet to receive the refund that I am owed. I have been given several promises, but each time, they have turned out to be empty.As a loyal customer of **********************, I believe that I deserve to be treated with respect and honesty. I am disappointed that this has not been the case, and I would appreciate a prompt resolution to this issue. I trust that Toyota will take the necessary steps to rectify this situation and ensure that their customers receive the service and support they deserve.

  Business Response

  Date: 04/18/2023

  April 18, 2023     
  
  BBB Complaint ID: ********
  ***********************************
  Account Number: ***********
  
  This is in response to the complaint filed against Toyota Motor Credit Corporation (****) and Toyota Financial Services (TFS) by ************************************

  First and foremost, Toyota Financial Services (TFS) is sorry to learn of the circumstances that prompted our Customer to file this concern. It is important to understand that Toyota Financial Services relationship Toyota of Bedford is that of a financing source, similar to a credit union or a bank, and the dealership is an independent business entity over which TFS has no control.  TFS is not involved in the negotiation process between customers and the dealership and solely relies on the terms and conditions that appear in the written contract.
  
  Additionally, in regards to the concerns related to a refund for an an extended warranty,neither the contract or our Insurance work group have any record of an extended warranty or Voluntary Protection Programs connected to this VIN number.  It is possible the dealer offered a third party insurance policy, that TFS would have no record of; therefore, it is best the Customer continue to pursue working with the dealership for a solution.
  
  Please know that TFS makes every attempt to positively respond to all of our customers. TFS understands our Customer is unhappy with the dealer regarding this process and transaction; however, we ask that *********************************** work with the appropriate management hierarchy at Toyota of Bedford for solutions with this matter.

  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.

  
  

• Initial Complaint

  Date:04/11/2023

  Type:Delivery 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 my leased 2020 ToyotaRav4 on February 13, 2023. I still have not received my payoff info and title from Toyota Financing so that I can register the car at NJ DMV. I have called 3 times and after an extended length of phone time, I am told different procedures and promised I will receive the documents, both by US Mail and ****** As of April 7, I have not received the documents needed to register the car. What recourse do I have?***********************************

  Business Response

  Date: 04/14/2023

  April 14, 2023
  
  BBB Case # ********
  ***********************************
  Account Number: 020562E4239
  
  This is in response to the complaint filed against Toyota Motor Credit Corporation (****) and Toyota Financial Services (TFS) by ***************************************, regarding concerns that the title and payoff documents for the 2020 Toyota RAV4 were not received and they are unable to register their vehicle with the ***.
  
  As of April 13, 2023, our Customer confirmed receipt of the ***** package sent by TFS containing the title and other necessary and appropriate documentation associated with the purchase of her leased vehicle.  Ms.  ********** also confirmed an appointment was successfully scheduled with the *** to assist them with completing the registration and purchase process for the vehicle.  Additionally, our Customer was provided with the phone number to the appropriate TFS work group to offer additional assistance if needed while at the ***.
  
  TFS strives for excellence in Customer satisfaction.  If ************************ should have any further questions regarding the former TFS account, we ask that our Customer please contact our ************************** directly at **************, Monday through Friday.
  
  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: 04/14/2023

  I have reviewed the business response and I tentatively accept this resolution. They did respond to my complaint, all thanks to you. I really appreciate your strong and quick actions that helped move this matter along.

  It is not as resolved as they make it sound. On April ******************************************************************************************************************* March, I obtained their duplicate title. When I sent it to them with tracking, they lost it. 

  So there is no guarantee that I have my title to my car yet. It still has many steps to go ,so if its possible Id like to not close this case until I get the title.

  I will reach out to you when I have the title and resolution to my car. Again thank you so much.

  ***********************************

   

  Customer Answer

  Date: 04/18/2023

  My case was resolved at the *** today, thanks going to you. Not only did you light a fire with Toyota Leasing , but my mention of your involvement at the *** moved things forward. I now finally.have my own title and registration. 
  
  I was unaware that you also help resolve cases. I am telling everyone about how helpful you are. Can I give BBB a stellar rating?

  Thank you, thank you, thank you!!

  *********************************** ??

• Initial Complaint

  Date:04/05/2023

  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.

  today (4/5/23), I received a letter dated 2/7/2023 concerning privacy notification. 1, the letter got to me about 60 days after it was authored. I don't know if there's any legal implication to that, e.g., if they need to provide timely notification, but 2 months lag, seems long, so I bring it up. My main complaint is that: 1, the letter is sent because as they note that they are required to send it annually. 2, it provides information sharing opt-out instructions for persons like me who no longer have an account. These instructions are not actionable. E.g., I want to opt out, so I called the provided number, but the number only allows people to opt out of the policy who can provide a full account number. My account has been closed for several years, so I do not have an account number, therefore I could not opt out. Also, when I called the number and spoke to a ***, I was told there was no one in all of Toyota Financial who would ever be able to help me, because the only way to help me would be with a current account number. Therefore, ********************************************* is not following through on their legal responsibility and/or internal policy requirements (as detailed in the attachment to this complaint) to allow me to opt out of having my data shared, because while it says in their paperwork that they still will share it IF MY ACCOUNT IS CLOSED, they do not let me cancel it without a full 10-digit account number, and they don't have anyone in all of Toyota Financial who can determine what that number is by using my phone number, address, etc. that they contacted me with. I believe the *** was either uninformed or taught with a script to provide the answer that they need the account number. But remember - this request is to not share my information. So my account # and information is linked. It seems impossible that if they can limit sharing of my account information (name/address/phone/etc) from my account number, then they can find my account number from my personal info...)

  Business Response

  Date: 04/07/2023

  April 7, 2023
  BBB Case # ********
  *************************
  TFS Account No.: *********** & ***********
  
  This is in response to the complaint filed against Toyota Motor Credit Corporation (****) ************************* regarding her experience while attempting to update her privacy selections.
  
  First and foremost, we would like ************************* to know that Toyota Financial Services (TFS) does not condone unprofessional interactions or inappropriate behavior towards our customers, by our team members. Rest assured, all phone recordings have been reviewed on their account and any instance of unprofessionalism discovered has been reported to the appropriate team members management team.
  Our records reflect on July 26, 2022, ************************* entered into a Retail Installment Sale Contract for a 2022 Toyota Tacoma as a co borrower, the annual privacy notification they received is in regard to this account, not the closed account as they claimed.
  
  It is important for them to know, that protecting our customers privacy is of utmost importance; therefore, we do require our customers first and last name as well as a complete Social Security Number (SSN), account number or Vehicle Identification Number (VIN) in order to populate and  service their account. We understand ************************* may not feel comfortable providing this to a team member, and we invite them to authenticate via the automated system, with their VIN or SSN, prior to speaking to a representative, or register online at www.toyotafinancial.com.
  
  Our *********************** team attempted to reach *************************, to confirm her opt out request via phone call as of the date of this response; however, we were unsuccessful.
  
  If ************************* should have any further questions or concerns regarding their new or closed TFS account, they may contact our ************************** directly at **************, Monday through Friday, to limit their sharing they may call ************.
  
  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 (****).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 ****,TLT, and their securitization affiliates.

  Customer Answer

  Date: 04/07/2023

  I am rejecting this response because:   (1) I have no missed calls on my phone. I do not know if they tried and for some reason the call did not come through, but at this time I do not see that they did attempt to call me. (2) I called both the numbers provided to opt out and could not get the call management system to connect me to any capability to opt out and/or get past the "provide your account number". Ironically, the *** did state it recognized my phone number. 

  For this to be successfully remedied: (1) Toyota needs to call me at ************ or email me with a number that doesn't make me use my account number (I don't have one) to get through. (2) It needs to stop sending me back to the same numbers. (3) it needs to send the correct numbers to all person, such as me, who no longer have an account number. It seems remarkably dishonest to tell people there's a way to opt out, if there's no actionable way to do that. It also is disrespectful to make me/previous customers spend so much time on this issue.

  Business Response

  Date: 04/27/2023

  April 27, 2023
  BBB Case # ********
  *************************
  TFS Account No.: *********** & ***********
  
  This is in response to the follow up complaint filed against Toyota Motor Credit Corporation (****) ************************* regarding her experience while attempting to update her privacy selections.
  
  Our position remains the same, it is important for them to know that protecting our customers privacy is of utmost importance; therefore, we do require our customers first and last name as well as a complete Social Security Number (SSN),account number or Vehicle Identification Number (VIN) in order to populate and service their account. We understand ************************* may not feel comfortable providing this to a team member, and we invite them to authenticate via the automated system, with their VIN or SSN, prior to speaking to a representative,or register online at www.toyotafinancial.com.  
  
  We affirm our *********************** team attempted to reach *************************, to confirm her opt out request on April 7, 2023. Pursuant to their request a second attempt was made on April 25, 2023, to ************.
  
  Please note our previous response includes both account numbers in the heading;however, as per our disclaimer, the Better Business Bureau (BBB) may safeguard the *** in our response, to better assist we have included an Account Number Notice, with this response.
  
  If ************************* should have any further questions or concerns regarding their new or closed TFS account, they may contact our ************************** directly at **************, Monday through Friday, to limit their sharing they may call ************.
  
  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 (****).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 ****,TLT, and their securitization affiliates.

• Initial Complaint

  Date:04/04/2023

  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.

  TFS has been lying to me for months. Due to uncontrollable circumstances, I was laid off from work. This resulted in being a couple months behind. However, I began making full payments again once I got a new job. Because I was still technically behind, I had been calling TFS on a monthly basis to get confirmation that my car was not going to be repossessed. Each and every time I called, the agents assured me that it was not under repo. And then one day someone decided it was under repo, despite months of reassuring me otherwise. I had been proactive in calling TFS for several months, talking to multiple agents and always receiving the same answer: your car isn't under repo. Now, TFS will not acknolwedge they lied to me, nor will they bear any responsibility for deceiving me repeatedly. Now my car is repo'd and I am forced to pay all these ridiculous fees that I cannot pay. They kept telling me it was my fault for not following the contract. But I was deceived into thinking I WAS following my contract...with the assistance of many TFS agents! Nothing was ever mailed to me regarding a repo. They insisted that it doesn't matter what other agents repeatedly told me. At the end of the day, I was the only one responsible, even though I was subjected to purposeful deception. They lied to me for months on end, full stop. Now I have no car. My financial stability is about to be obliterated without proper transportation.They need to pay all these repo fees. They are the ones who literally hussled me for months.

  Business Response

  Date: 04/07/2023

  April 7, 2023
  BBB Case #********
  Abby Card
  Account Number: *************
  
  This is in response to the complaint filed against Toyota Motor Credit Corporation (****) by ************* regarding the repossession of her vehicle and concerns with not receiving proper notice.
  Our records indicate on March 30, 2023, Abby ***** account was 78 days past due and subsequently approved for repossession due to non-payment.  Toyota Financial Services (TFS)sent several cure notices and made numerous calls to their address and phone numbers on file.
  As reflected on the attached payment history, we did not receive their payment for the months of January, February, and March 2022 payments.  As a result, their vehicle was approved for repossession.  Rest assured phone calls were reviewed and TFS found no misleading information. At each call she was advised that her payment arrangement was unacceptable and further collections activity would continue.
  Pursuant to the lease contract they signed for the referenced vehicle, if a customer should default on payments we may take possession of the vehicle as permitted by law and require our customer to pay the amounts set forth in the contract.  
  If they should have any further questions, they may contact our ************************ directly at **************, Monday through Friday.
  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 (****).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 ****,TLT, and their securitization affiliates.

  Customer Answer

  Date: 01/30/2024

  They deducted $840.80 from my account after I told them to cancel it. It was an automatic payment I scheduled but then later cancelled. They took the money anyway. Two separate angents (one agent on 1/29 and another on 1/30) told me not to worry and that the funds will be returned to my account immediately. I do not have any food to eat or buy because now my account is in the red. They are forcing me to wait 10 days for a paper check. I haven't eaten in 2 days. I want my money back. I cannot wait a week to eat again. Everybody I spoke with this afternoon said they understand my concerns but they will not be able to help me. Not acceptable. You can't steal my money and then say OOPS SORRY. I want to eat today. I will not be able to survive another 10 days without my money.

  Business Response

  Date: 01/31/2024

  January 31, 2024
  
  BBB Case:********
  Contact *********************************** ***********
  
  The **************** of Toyota Financial Services (TFS) is in receipt of the complaint filed against Toyota Motor Credit Corporation (****) and TFS regarding the scheduled payment of $840.80 for the above referenced account.
  
  TFS appreciates Abby ****** continued communication and understanding of its refund policies. While empathizing with Abby ****** ongoing financial challenges, the company deems it imperative to adhere to established procedures to ensure fair treatment for all customers.
  
  As per the call on January 29, 2024, Abby **** was appropriately informed that the Interactive Voice Response (IVR) scheduled payment of $840.80 could not be canceled. In the event of insufficient funds, *************'s bank would return the payment. It is crucial for Abby **** to explore alternative stop payment options or contact the financial institution to provide proof that the payment will be honored which will allow TFS to expedite the refund.
  
  Regarding the call on January 30, 2024, it appears there was a misunderstanding. A returned payment would indicate that **** *********** did not honor the scheduled IVR payment due to reasons such as insufficient funds. A refund would mean an overpayment exists on the account, and TFS could issue a refund for the excess amount.
  
  In this case, TFS can process a refund of $420.40, but it requires proof from Abby *********** that they will honor the full payment of $840.80. Abby **** can fax the bank letter confirming this to **************. Upon receipt, TFS will promptly issue the agreed-upon refund of $420.40.
  
  Please note that requesting a TFS refund and instructing their bank to stop payment for the $840.80 may result in Abby ****s TFS account becoming past due. TFS kindly asks **** **** to choose one of the two options and allow a resolution.
  
  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 (****). 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 ****, TLT, and their securitization affiliates.

  Customer Answer

  Date: 02/09/2024

  This is my 2nd complaint in 10 days. I was told I'd get a check jn the mail for the money Toyota STOLE FROM ME. THEY TOOK 2 MONTHS PAYMENTS FROM MY ACCOUNT WITHOUT PERMISSION. I still don't have the check, so I call Toyota, and they tell me the check was only mailed yesterday. So now I have to wait ANOTHER 10 days. I am absolutely miserable. I have been eating out of garbage cans because I don't have money.

  Customer Answer

  Date: 02/09/2024

  I am rejecting this response because: This is my 2nd complaint in 10 days. I was told I'd get a check jn the mail for the money Toyota STOLE FROM ME. THEY TOOK 2 MONTHS PAYMENTS FROM MY ACCOUNT WITHOUT PERMISSION. I still don't have the check, so I call Toyota, and they tell me the check was only mailed yesterday. So now I have to wait ANOTHER 10 days. I am absolutely miserable. I have been eating out of garbage cans because I don't have money.