Lustine Toyota Deceptive Practices Woodbridge, Virginia

My wife Robin and I (age 71) agreed on August 19, 2012 to buy a new 2012 Toyota YARIS hatchback 5-door from Lustine Toyota of Woodbridge, VA. We were told the sale cost would be less than $19,000. After the paperwork was complete, however, the actual contract "sale" price came to $28,383.84. Monthly payments would be $394.22, financed through Toyota Financial Services (TFS) for 72 months. The "deal" included several costly "service" contracts that we thought were included in the original price, but instead added nearly $10,000 to the final price of the car!

After reviewing the contract that we had misread, misunderstood and signed, we cancelled at the dealer's office $4,500 worth of the contracts and requested that the resulting reduced price of the Yaris be refinanced  by the dealer's finance group, TFS, which collects our payments at a Carol Stream, Illinois, location. One of TFS's Web sites is listed at http://www.toyotafinancial.com

TFS, however, refused to refinance the contract, claiming it is an "indirect lender," and not able to recalculate or refinance a car deal. (We have doubts that TFS is subject to government regulations or other acceptaed and usual credit-granting rules.)

However, our position is that if TFS can finance a car deal, it should be able to refinance the deal. But TFS refused to discuss the matter.

Lustine's General Manager, Mr. Jim Giddings (703-282-9992), also refused to renegotiate or reduce the usurious cost of the 2012 Yaris. He dishonestly claims that the price we paid for the car is a little over $16,000!  A blatant lie.

Lustine's Jim Giddings steadfastly refuses to acknowledge that Lustine took my wife and me for a ride on August 19, 2012. 

As I've explained, we were never told that the "extras" would add to the price of the car.  Mike Maas, the finance manager pushed the papers to us for signing, but never explained that the extras were not included in the original base price of the Yaris.  This after we'd been through a high-pressure sales pitch by a young woman (Ms. Aldana?) to buy an extended warranty, which we firmly declined, believing that would be the end of Lustine's attempts to pad the deal. 

If as Giddings (falsely) claims the price of the car sold to us was $16,000 and change, how is it that after making 12 payments of $394.22 we still owe $22,099.32 according  to Toyota Financial Services?  And this after cancelling $4715.00 in "extras." The math, or something, seems suspect.  The payoff balance good through October 3, 2013, is $22,134.15.

The Internet is replete with complaints about Lustine Toyota and Toyota Financial Services (TFS - aka Toyota Motor Credit Corporation).  Under the circumstances, my wife and I must assume that that both firms are predatory car sellers and financers.  As Lustine's listed general manager, it seems Giddings would be aware of those complaints, and his refusal to even negotiate or consider  a fair price for the Yaris is evidence that he has no intention of dealing in good faith.  If he, as he's said via e-mails, is genuinely willing to discuss a solution, why can't he e-mail -- or phone -- me a specific proposal or recommendation?  For us, a refinance is the best option, but Giddings and TFS conveniently hide behind their "we can't refinance" excuse.  What sense would it make for us to refinance a car worth $13,000 for $22,000?

From my perspective, an honest, reasonable, fair,  and, yes, creative resolution, could be one in which:  (1) Lustine foots the "payoff" balance owed to TFS, (2) Lustine takes possession of the title, and (3) Lustine resells us the car at a fair market/Blue Book price for a 2012 Yaris that we in turn could comfortably finance with our credit union.  Of course such a deal would compel Lustine to figuratively admit its original deal was based on an over-priced hard-sell to two unsuspecting customers.  

So, as things stand, we remain duped "buyers," victims of a hustle that daily weighs upon our emotional health and well-being.

So now, we will pay twice the current Blue Book value ($13,638) for the 2012 Yaris over the course of six years! We had anticipated paying between $250 and $280 in monthly installments. But $394.22 is for us, elderly and on fixed income, a budget-buster.

We have contacted the Washington, D.C. area Better Business Bureau about Toyota Financial Service's and Lustine's position in this matter but have heard nothing to date.  We have asked the California Attorney General's office to examine TFS for possible unethical or illegal dealings as a financial entity.  No response yet.

RESOLUTIONS SOUGHT:

1) Confirmation that Toyota Financial Services is within its legal, moral, and ethical right to deny a refinance or adjustment to a financial agreement the firm itself initiated.

2) (a) Reduction of the Yaris's cost to conform to its current Blue Book Value and/or its Prince William County, VA, personal property assessed value of $12,875.00. (b) A refinance of the resulting "revised" price of the car. It seems this could be worked out via cooperation of TFS and Lustine Toyota.

Here at Lustine Toyota we are always striving to provide the best buy  and offer honest, fair, and professional customer service, and it is unfortunate to hear that you left our dealership with such a negative impression. Please, contact me, Jessika Garcia System Administrator, so we can further speak upon the specific issues about your visit to our dealership. I would like to take this time to mend your relationship with our dealership.

Sincere Regards.

Here at Lustine Toyota we are always striving to provide the best buy and offer honest, fair, and professional customer service, and it is unfortunate to hear that you left our dealership with such a negative impression. Please, contact me so we can further speak upon the specific issues about your visit to our dealership. I would like to take this time to mend your relationship with our dealership.