Worst lease return experience ever. SO returned her leased car with both sets of keys, somehow that information was not passed on to the finance company and we got charged for the ‘missing’ set of key. We’ve made at least 10 calls to the dealership trying to resolve this issue, the receptionist probably recognize our voices by now. SO have spoken to the VIP Sales manager Jim, whom handles lease return, numerous time and always gotten the same excuse that he would look for the paper work and return call to us, never ever gotten any follow up call. This has been dragging on for over 4 months now, all other fees have been paid off timely as we rightfully owed such as wear and tear and disposition fee, however, now the finance company is going to send the ‘charge’ to collection. So last weekend, we went to the dealership and tried to resolve it, front desk sent us to The VIP sales manager Jim, SO quickly explained the situation and that she had spoken to Jim about this over the phone many times and wanting to avoid getting the ‘charge’ she does not owe send to collection and affecting her credit score. Without even any kind of sympathy or any type of apology, Jim just flat out said “there is nothing I can do for you today, come back on Monday.”, of course we were not going to accept that as this issue has been raised to him numerous times over the past 4 months, he continue to say he’s not going to do it that day and then had the audacity to say ‘you can pay the $160 dollars if you want’, but he is not going to do anything on that day. Jim simply can not be bothered and would not offer any kind of help to resolve the problem. He just seemed entitled and simply does not care, and it’s really shocking that he is supposedly the ‘VIP’ sales manager. There are plenty of really friendly people working there whom would be willing to go above and beyond to make sure the customers’ needs are satisfied, Jim is definitely not one of them as we had experienced, he would rather go below and under. He represents a very bad image for the dealership and the brand, try to avoid dealing with him at all cost if you do go shop for car there, unless you want to be treated like human garbage. When contacted southeast Toyota finance, and got stadium Toyota on the phone trying to resolve the issue, they simply corrobated the fact that nothing on their paper work showed 2nd set was returned based on the pre-inspection (which I had done at work and had no reason nor was I aware that the 2nd set should’ve been present at the time of inspection, and as it turn out dealership’s has no procedure to verify # of keys actually returned during lease turn in, kind of shady practice, wouldn’t be surprised that there had been many more similar occurrences happening to other customers) Neither party had any concern about customer’s point of view, We’ve given them upwards of close to $20000 if not more for the total lease payment and it’s really shocking they would rather think we are lying and want to game them for a measly $160. Extremely unprofessionally handled and when I said I was going to file formal corporate and BBB complaint against both stadium Toyota and southeast Toyota finance (which I did), southeast Toyota rep, Clara said with an attitude to go ahead. Really don’t care anything about the customer.