Consumer complaint received 2017-11-27
Company: ALLY FINANCIAL INC.
State: GA
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 questioned the charges at lease termination in XXXX 2017. I requested a copy of the lease because I misplaced mine. I reviewed it and sent them the following letter : Dear Sirs : I received your bill in XXXX for the lease settlement costs. I questioned the charges and requested a copy of my lease. Now that I have received and reviewed it, I have the following questions : 1. You invoiced me at the rate of {$32.00} per day for 23 days, a total of {$730.00}. The amount, according to the lease, should have been {$690.00} ( calculated as XXXX ( Section 29 of the Agreement ) times the Residual Value of {$17000.00} ( Section 7d of the Agreement ) times 23 days. 
2. Your charge for excess wear on two tires exceeds the cost of two new tires of the same brand and type, XXXX XXXX XXXX. Ive enclosed a copy of an on-line ad, and there were several at similar prices, showing new XXXX XXXX XXXX tires to be {$120.00} each. You charged me {$190.00} for each tire. That seems a bit much to me. Again, there are tires on the vehicle, you are only supposed to be charging for excess wear, not a replacement tire. 
3. You charged me {$110.00} for a missing Center Console Vent Trim. Honestly, I cant understand how it would be missing, if it was ever there. I am single. If anyone sat in the back seat, it was rare. I cant imagine them stealing the vent trim. Regardless, the item is {$18.00} on ebay. Hard to see how it could cost you more than 6 times that amount to obtain one. 
4. The allowable mileage on the lease was XXXX. The mileage at the end of the lease was only XXXX. I understand there is no credit for unused miles, but in view of this and the reasons I put forth above, the other charges appear excessive to me. 
I think the cost would be acceptable somewhere around {$800.00}. Above that I truly feel I am being unfairly gouged. 

They called repeatedly, standard collection calls. I told them I had questioned some of the charges. I never ... NEVER ... received a response to the letter I sent in XXXX, neither by letter or telephone call. I did finally speak with someone who said that they could see that my questions had been reviewed and that the conclusion was that the charges were correct. No other explanation. I walked this person through the calculation of the fee for excess days and they concurred I was right and said they would ask again for it to be reviewed and I should check back in a week. I believe this was in XXXX. I did check back and got the same answer. It had been reviewed and it was correct. No other explanation for where the charges came from, why they were using the amounts they did, why the calculation was wrong per my reading of the contract. Nothing. So we have reached an impasse. I can not get any explanation for the charges, or any answers to my questions. I have never had a company just tell me I owed something and not be willing to explain where the amounts they want to charge me come from.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief