Consumer complaint received 2019-09-23
Company: VW Credit
State: VT
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Excess mileage, damage, or wear fees, or other problem after the lease is finished

Complaint:
I had excessive miles at the end of the lease. I was going to buy the lease but my credit union suggested negotiating with the car dealership to see if they would pay off the excess miles in exchange for me buying a new car at the dealership. The credit union siad they offer a better interest rate on new car purchases. I had a previous lease that resulted in VW paying my end of lease settlement and agreed that this may be a good option to pursue. 

This is what I thought I did however I received a bill from VW credit for XXXX for excess miles and damage to the car. Several misleading tactics and dishonest acts on the behalf of the dealership led me into a very unfair transaction. 

Purchase date of new vehicle XX/XX/XXXX Lease end date of old vehicle XX/XX/XXXX On the day that I purchased my new vehicle I spent over 7 hours in negotiating with the dealership and spoke with several people all men, I am a woman. I had originally shopped online and found a car that was in my price range and arrange financing with my credit union prior to going to the dealership. The first sales person I spoke with agreed that they could pay off any lease costs associated if I considered a new vehicle purchase. The second person I spoke with after test driving a few vehicles and wanting to move forward with a purchase said I was NOT eligible to use my credit union to finance if I wanted to get the price advertised on the website. I finally agreed to the higher financing interest rate because I was negotiating for the dealership to pay off my end of lease over-miles charge. Several hours into being at the dealership I met with the 3rd and 4th salesmen to " approve '' credit and do the paperwork assuming that the original 2 salesmen had explained my negotiation about the lease. I  proceeded to sign the sales paperwork around XXXX. The salesmen knew I had to hurry home to get my daughter from the sitter because I expressed several times that the process was taking too long and I was running late. I was expedited trough paperwork and then delivered to my new vehicle. I was never offered or told that I should take my old leased car home and arrange for an inspection, It was never explained to me that I would be responsible for any damage or excess miles to the lease. I was led to believe that I had negotiated a deal for a new car at a higher interest rate in exchange for the dealership paying off my end of lease settlement charges. 

I was never offered an inspection of the lease car at the dealership or told I needed to have one done. They had me take my personal belongings from my old lease and already had paper plates on the new car. the new car was ever running when I was delivered to it after the paperwork. 

Excess Wear and Tear invoice & Turn-In Settlement invoice was sent XX/XX/XXXX Wear and tear : {$1000.00} ( itemized invoice included dated XX/XX/XXXX ) Excess miles : {$1100.00} Had I been offered an inspection, I would have taken off the older winter tire and put on the newer tires. I would have returned the key and had a chance to remediate any other issues. 

XX/XX/XXXX : I reached out to VW credit to explain there must be a mistake I had negotiated with the dealership and they were going to take care of the fees. They reached out to the dealership. The dealership contacted me and said they would look into it. 

XX/XX/XXXX : I reached out to VW credit again and same thing, the dealership called but a different person called who said they would have to look into it and that the do not offer deals to pay off lease settlements that this ONLY happens for new leases. 

XX/XX/XXXX : I reached out to XXXX XXXX XXXX. They contacted the dealer and procured a document stating I was responsible to excess miles and wear and tear but it was wrapped in an agreement for me to add the last 2 lease payment into my new loan. I recall being explained that I was only signing to allow the 2 last payments added to my new loan. XXXX XXXX arranged for the the dealer to contact me, this time another different person. They stated they had no record of any negotiation with me regarding paying my end of lease settlement. She also stated they do not offer end of lease inspections and was not able to explain why they did not offer to tell me I needed an inspection. The dealership did not accept to pay any of the end of lease settlement as negotiated.

Company response to consumer: Closed with explanation