Brought a Lexus in for lease return and when I arr...

Brought a Lexus in for lease return and when I arrived was asked about the second key, to which I said that I had left it at home (my wife had it as two keys, two people) and was on my way to work but also stated I was under the assumption that Wear and Tear policy would cover it. The Finance Manager who took the lease return said, "Oh, well if you have Excess Wear and Use then yea, you should be fine." I signed, mentioned how it was easy to just sign and walk away, Finance Manager said "Yep, it's that easy and if I owed anything Lexus Financial would be in touch."

Low and behold, a month later, I receive a bill. $350 disposition fee (cleaning etc.) and $375 Excessive Wear and Use. I called Lexus Financial and was told that the $375 was the key but that on page 1 of Excess Wear and Use, a key is not covered. Astounded that I received bad information from the dealer, I asked if I could receive a credit and explained the situation. I was told to contact Lexus of Nashville as they gave the wrong information.

I went to Lexus of Nashville and spoke with the Finance Manager who took the lease return. They were shocked that I had been billed for the key and said, "What does Excess Wear and Use even cover if it doesn't cover the key?" I GAVE THEM THE SECOND KEY ON THIS DAY. I told them what Lexus Financial said and they told me they were going to take care of the problem and the fee would be credited.

After the holidays (Xmas & New Years), I received a phone call from the General Sales Manager at the dealership. He told me that the story he was hearing from his employee was different than what my story was and that his employee has never lied. He offered me a credit at their dealership of $375. What made him think we would ever do business at the dealership is beyond me. We explained what happened and he said it didn't make any sense.

We offered him to take into consideration, that if his employee had said what she claims, which is that she told us that we would have to deal with Lexus Financial over the missing key and never said it was covered under Excess Wear and Use, then why wouldn't I return with the key that very day. Or since we turned in the lease early, why wouldn't they reach out to me when they filled out the paperwork and included the missing key on the claim to Lexus and told me that I would be charged so I could return the key beforehand.

I would highly recommend anyone that is considering doing any business at Nashville of Lexus to AVOID THIS DEALERSHIP and take your business elsewhere. Shady business practices, shady Finance Manager, and a GSM who supports them even when the details don't make sense.