I have leased Toyota vehicles for many years, but this was the first time I was returning a second leased vehicle at lease end without taking another, so I was expecting a hassle. Not only that, I had some significant door damage. Much to my surprise, Ivan Oorloff, the Lease Manager, led me through the relatively painless process to settle up in a fair and open manner. I was in and out in an hour. Very personable and courteous with great customer service skills. Highly recommended!