Lexus Financial Services

What boggles my mind is that Lexus Financial Services will give you different status updates depending who you talk to within the same hour. Here's an example: I called to check the status of our 2nd round of paperwork. Anthony (LFS employee) stated that there was no update to whether LFS has received my paperwork. I updated the third party seller, to which he said he contacted LFS earlier that morning and was advised to resubmit paperwork via fax. I had my wife call about 10 mins after and LFS again gives a different story. This to me is either laziness or flat out lying to a customer.

LFS requested in their package a "binder" OR "proof of insurance" for the 2nd round of paperwork. We sent "proof of insurance" after confirming with a local Lexus Dealer who had an LFS employee because this was the weekend. The keyword in the package was "OR". However, LFS requested our third party to submit, via fax, an insurance binder with the Lien Holder and Address...

Here's the problem, the address that's printed on the paperwork and the address the LFS employee gave us were different. The third party went ahead and submitted his insurance binder with both addresses - and called LFS to confirm they've received and reviewed the document... LFS responded with, "you need to give us 72 hours to review the paperwork". My wife called back the next morning and LFS initially stated that they didn't receive the paperwork - my wife called them out on the lie and stated we spoke to someone the day before, and this employee corrected their story. It's been a full 5 business days since we submitted our 200 dollar lease transfer money order and documents - still waiting to hear back. The worst part? You won't know if there is error in your paperwork unless you're calling every hour hoping one of the LFS employees will give you an honest answer.

Finally, from the start (mid-September), I advised LFS that my wife's due date is coming up and that we would like to have this lease transfer taken care of before our due date. Well, here I am 4 days before my wife is due writing this review because I still don't know if LFS has completed our paperwork or if we need to resubmit paperwork.

The payments did not go through because they were not set up correctly. Just ONE month was missed, and Lexus nailed my credit after just 30 days. And, I was not notified until 60 days later. Please keep in mind that I tried to make payments, not suspend them during this difficult time; and I paid the balance immediately, even paying a month ahead, just in case. Considering my circumstances, I figured this would be a simple fix. NO. After multiple appeals, Lexus Financial Services kept to its mantra that it has a policy to report any missed payment after 30 days; and that there is a statement on the website that discusses recurring payments. THAT'S IT. TOO BAD.

WHAT?! So Lexus does not care that they gave me faulty instructions; that I paid the balance immediately; that I had a stellar Lexus account beforehand; that I was given no time to rectify anything; that I have health issues; that I have extenuating circumstances; that in good faith I did everything to make sure they received their payments; that one supervisor actually LECTURED me about monitoring my accounts better, and another who virtually LIED to me about needing to submit certain documentation. LEXUS DOES NOT CARE! Stay clear and spread the word. #lexusdoesntcare, #neverlexus, #corporatebullies

When this was first implemented I called Lexus financial and was told that the verification code was not from them and to ignore it, which I did, in turn missing a payment, which hit my credit! I have owned two Lexus' and in the six years that I have been making payments I have NEVER MISSED ONE. Since I was not notified by Lexus of any missed payment I had no reason to think anything was wrong. If I am not notified by the bank or a biller I 'assume' everything is OK. I have been using this app for five years and have yet to have a problem.

Recently, I received a phone call from an unknown number... As usual I did not answer it - does anybody? However, the area code was from Chicago and since I am doing something in that area I thought to Google the number to make sure it wasn't someone I needed to talk to. It turned out to be Lexus. I immediately dialed the number and that is when I found out that my June payment was 45 days late and my July was 15 days late.

I paid the bill, as finances were not the issue and started to make phone calls. After making multiple calls and explanations as to why the payments were missed (the new implementation of the verification code) they refused to budge. Prism wrote a letter to them on my behalf explaining the situation and still they refused. The dealer called his rep when I told them that I will not be purchasing/leasing Lexus because of the way I am being treated after being a loyal customer for years and still nothing.

LFS stance is that it is not their fault and that there are multiple ways to pay and know that you missed a payment. Look at your statement, check your bank account, answer your phone. Seriously? I don't look at my statement as I have an app that has never failed me in five years. Check my account - well, I keep enough money in my checking account to pay all my bills, I rarely look at it with a fine tooth comb (I will now) and more importantly, I DO NOT answer calls from unknown numbers! Lastly, I do not need a lecture from an hourly employee of LFS telling me how to handle my finances... How dare they.

What was clear during these calls was that not one person knows why they are told not to leave a message... not even the executive office, just that they don't. When I pressed them I got several different answers. 1). It's illegal - back to training for her! 2). It's our policy - OK, show me where it says that on my contract. 3). We just don't - great answer. 4). Because we don't know who is going to listen to the voice mail and if we say they owe money it will be embarrassing.

Great training on LFS' part. Let me translate what all the above is actually saying. We, at LFS, are mitigating our chances of being sued for 'potential disclosure of personal information' by implementing an automated system that does not leave messages, thereby not protecting our customer's rights to information that will allow them to rectify a potential problem. We, at LFS, are more interested in protecting ourselves because of improper training of our employee's than our customers"

I am now speaking to a lawyer regarding whether making an 'automated phone call' is legally binding if 1). The majority do not go through, 2). They do not leave a message so you are unaware that there is a problem. 3). As a company they know the vast majority of customers do not answer calls that are unknown. 4). Not all automated calls go through. I will accept the late payment as a 'punishment', but not the ding on my credit. I am far from done with them and depending on what the lawyer tells me will consider a class action suit against this practice. If this has happened to you and you are interested (depending on the laws of your state) please feel free to contact me at **.

They also asked me if Planet Ford placed the account number on the check or social security number to be able to associate the account with Phenix. I told them “hell I don’t know, I’ve never been this deeply involved in this process but I will make sure to find out”. Called Planet Ford and they said they placed all the necessary info on the check vin number, acct number/loan number, social security number etc and they didn’t wanna accept without the correct last name. Now they have reported me to credit bureau for payment as of now 45 days late! And they are continuously adding late fees. Every time I call, the payoff amount is different. Since initially finding out, I have been in contact with both Planet Ford and Lexus and each time I speak with Lexus it’s something different they need which further holds up the process!

This last time they wanted an upload my driver license and ss card In which they received and the following week they said they needed me to sign an authorization form before they could officially change it! WHAT??? I just spoke with you guys the prior week and there was no mention of that. As of now, they said it will take about a week to update in which Planet Ford has sent another check already (Tuesday to be exact) in which Lexus say they haven’t received. In speaking with Lexus rep today she advised me to call Planet Ford, have them stop payment on this check coming and reissue another check with vin number, ss number, loan/ acct number. Planet ford told me they placed all that info on the last 2 checks and the 3rd one that’s en route. I’m just afraid no matter what is done, they will still find a way to not accept it and it’s me and my credit that suffering. We have resorted to calling the news station to broadcast what is going on.

Anyway Lexus originally said no then after a while yes. This was after many calls and letters explaining what was going on. I have PERFECT credit except for Lexus for the 2 payments I requested an extension for, which they later approved, but EVEN THOUGH it was approved they STILL REPORT the two payments as late and they REFUSE to take it off EVEN THOUGH I have the documents sitting in front of me FROM Lexus approving to MOVE the payments to the end. IF the payments are approved to be moved to the end HOW can they be late? Their due date is still in the future. Either the payments were due or not.

However, in both cases, neither applicant received any documentation after making multiple requests. They were not provided with credit score information either. It seems very suspect to me that LFS actually processes these applications. The fact that no one at LFS would speak to me or the applicant and give details explaining why they denied the transfer is suspect to me. As a long time LFS and TFS customer, I am going to stop leasing or purchasing Toyota and Lexus products because of their unethical business practices.

But they did so with a ** attitude. Now here we go again on the 2015 RX350 I turned in and unfortunately leased another 2017 Lexus. I love being abused by these people. I owed them $5781.83 for excessive mileage and some property tax, (which is a scam in itself) according to the letter I received and in the letter my due date was 11/15/2017. I have no dispute with the amount of money they said I owed. I called on the due date to pay the $5781.83. After getting my share of abuse by being transferred multiple times, I'm told my account was moved to their Third Party Credit Partner, the dreaded deadbeat collection agency. UNBELIEVABLE!!! Days later I get the letter from collections dated 11/13/2017!!! Two days BEFORE MY DUE DATE!!! That 11/13/2017 typed on my letter was the day they began writing my letter so no telling how long they had my account before processing my letter.

So would somebody tell me why Lexus Financial Services sold or gave or moved my account to a collection agency BEFORE MY ACCOUNT WAS DUE TO BE PAID??? Why do they constantly and continually piss customers off and then lay low in the weeds like a snake and avoid talking to you. I asked for supervisors multiple times and even left a voicemail on their automated system used for that purpose after waiting on hold for a very long time - all my efforts failed. Nobody again NOBODY CALLED ME BACK. I have been dealing with these --- since that day of 11/15/2017. Today is 11/27/2017. I was filling out forms and investigating my rights on THANKSGIVING DAY!!! I want JUSTICE.

I don’t think this ConsumerAffairs website will do any good either but I'm going to keep telling this story (so much more could be said) until I reach somebody who will make these bad actors stop harassing their customers. BTW My credit rating was one of the highest my salesperson had seen when I leased the current Lexus I have now. IT BETTER BE BACK TO THAT SAME NUMBER. And the amount of time I have logged on this mess is getting higher and higher and my per hour cost is going to be offset against the $5781.83. In fact, they will owe me. Wonder if I should use the same third party credit partner?

The next time I called I asked for a direct number to call. Once again I was put on hold for 20-30 minutes listening to the same annoying message. When I finally did get to speak to a live person the connection was so bad I could hardly hear what she was saying. She wasn’t overly friendly about my questions nor caring when I recommended she send a complaint up the chain about their terrible phone system and the generic form letter that was obviously incorrect. I expected more from Lexus.

I then told the "resolution specialist" that I had read the hundreds of consumer complaints about Toyota Lexus Financial Services aka RIP-OFF scammers, and I would be submitting a formal complaint to corporate and demanding an internal investigation of the fraud. As soon as I threatened to pursue an internal investigation of the fraud, I was assured that Toyota Financial Services would accept the original quoted payoff amount, and issue me my refunds within 2 days.

They also falsely reported a late payment for the one and only payment I made ON-TIME on May 17th, and when I asked to speak with a supervisor, I was told as usual that "a supervisor isn't available." Every single person so called "customer service representative" who works for Toyota Financial Services and their Total Loss Department are a bunch of incompetent and rude dead heads. It's a total waste of time and effort to call them. I will NEVER lease or purchase another Lexus or Toyota vehicle ever again.

Prior to turning in the vehicle, I took photos of every angle and the vehicle was in great condition. When I received the bill on 7/31/17, I tried to access the inspection report via the website that was given on the bill statement. When I entered my login information, there was not an inspection report available and I was given a message that I would have to contact the dealership for the report. I am being scammed for $641.16 worth of excessive wear and use charges.

I lost everything in a fire a few years ago, and with it was a key fob. After calling and asking for the fee to be waived at the end of the lease, showing evidence of such fire and loss, they told me no. They wouldn't even speak to me about it. They also would never let me speak to a manager (said they don't have any and they report to no one) and then was I asked for the team lead, I was told I wasn't allowed to speak with them and have been hung up on. What is $375 to them? Why is there a fee they are so stuck on for a good reason? Especially when the car being turned in was in excellent shape for them to turn around and lease or sell. This is one of many terrible occurrences dealing with this company. I will never lease a Lexus again, which is unfortunate because the team at the dealership was delightful to work with. I realize this is a small amount to fight for, but it was the last straw of being treated terribly.

Every time I called, they said they would check into but never called back. They immediately went to my credit and ruined it even though they had the money and cashed the check. I had my agent and finance person contact them and they assured them they would straighten it out. Only to get calls, messages and letters to pay what was already paid. Even after calling and they said they would call me back and straightened it out. They never called back, continued to add late fees and never corrected my credit. I paid again on May 1. They sent me a letter with yet another late fee saying now I made 4 payments instead of five with yet another late fee. They are thickheaded, unknowledgeable, unpleasant, rude, just about every one I talk to.

One night I even received a threatening call. That organization should be shut down. They haven't a clue or even care. It took from January to end of May to get it resolved. But now I am supposed to submit something if I want my credit corrected. They ruined it. They need to correct it. They say they would one time, then said they can't. I know that they can. My agent said it is finally correct as of today but I've heard that before. I like Sheehy Dealership but am angered LFS can threaten you when they caused the problem. They are horrible to deal with, never ever called to say things were corrected, no apologies, no letters. They should not be allowed to operate or represent Lexus. Worst company ever to dear with.

One correction, I believe they did call twice, once only to say they would check into the problem but never called back. Never corrected anything. It is amazing to me they can ruin your credit when it is absolutely their fault and they don't fix it. Now I'm told I can mail them something and they will submit it but why bother. They won't know what to do with it. They are worst than worst. I haven't receive a bill in two months now but the last letter had yet another late fee on it. Surprised fully they are actually affiliated with Lexus. Worst uninformed group that I have ever dealt with, Betty.

In all my years this is the worst, the worst experience I have ever had. And after reading all the reviews most feel the same way. LFS are very rude and don't expect any apologies for their incompetence and rudeness. Leased my RX350 in January and it has taken until now, end of May, for them to supposedly straightened out THEIR mess. I paid every month way before due date, by mail and bill pay. They could see the money but didn't know how to apply the money appropriately. They ruined my credit, won't fixed it. Never once called only to leave messages of repossession and nasty messages that I need to called them about my lack of payment. I called the dealership, they tried to intervene with no avail. They ignored them even.

Five months later it is supposedly straightened out. Never once contacted me, never apologized. I absolutely did everything right on my part. In my view, they are horrible, they suck at what they do and give nothing to the credibility of the Lexus name. No return calls, rude, make no effort to help the consumer, don't care if they ruin your credit. They don't help you after they make the mistakes. DO NOT LEASE A CAR FROM LFS UNLESS YOU WANT PROBLEMS. IT IS ALL ABOUT THE MONEY. NO PRIDE IN DEALING WITH CUSTOMERS. Read their reviews. They should be sued for ruining Lexus customer's credit unjustly and unfairly.

That company needs to take courses in customer service. They certainly do not understand that or I wonder if it is that they just don't care??? Who has to reap the benefits of their very poor customer service... Always the customer. What a shame such a large company in the USA could so poorly treat their customers for their own errors and mistakes.

What I also didn't like was that I wanted to defer my loan again the next year. They denied my request to get my loan deferred! They didn't go into specifics about the exact reason I couldn't defer; just that I have had too many deferments. If Lexus Financial Services only allows you to defer a loan twice for a period of 1 or 2 months, what the hell is the purpose of having a deferment anyways??? Most college student loans are allowed a deferment for a period of 6 months or more if you are having financial difficulty. This just shows that the business is there to extract as much money as fast as they can from customers; not to serve them.

Then LFS brought to my attention the payment change per the contract. Oh yeah, yeah I acknowledge this but they had no concept that they had a fiduciary responsibility to change the amount due on my account to reflect the new payment amount, nope, they just kept deducting the original amount. Then LFS said, I was supposed to inform them of the new payment amount. From month 2 of the contract I did auto deduct. Never and I mean never once did I receive a "monthly statement" from LFS and I still don't. They just keep deducting the original amount since then. And my cussing and swearing at them, oh what do you know I have statements showing up online, but not in the mail. You know what, Lexus - nice cars, overrated - many others out there just as nice. I will never ever lease or buy a Lexus - like I said overrated for the money!