Consumer complaint received 2019-09-05
Company: ALLY FINANCIAL INC.
State: FL
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 returned my XXXX XXXX XXXX ( which was leased from Ally ) on XX/XX/XXXX. The lease I had with Ally was their Smartlease product which allows for {$5000.00} for access damage at the end of the lease ( {$1000.00} per item up to {$5000.00} ). After I returned the vehicle they sent an inspection a couple of weeks later ( while the car was at the dealership ) and they found a scratch at the bottom of the front bumper. The inspector assessed the damage at exactly {$1000.00} ( $ XXXXover Ally 's limit to cover ) for that damage which by doing so requires me to pay the full {$1000.00} as if it was {$990.00} they would have covered it under the Smartlease. Prior to returning the car I took it to a body shop ( which I have a quote from ) which stated that to fix this scratch would have cost {$380.00} ( hence I retuned the car without fixing it knowing I have up to {$1000.00} in coverage ). Since Ally wouldn't come to terms or discuss this issue with me, I had to hire an attorney to represent me and on XXXX XXXX, XXXX I got a letter from Ally stating that they need my attorney 's information which I provided. My attorney sent them a letter with the quote received from the bodyshop to remove this bogus charge for {$1000.00} and Ally would not hear of it. It was obvious that this was done on purpose as the inspector could have easily listed the damage for less than {$1000.00} and no matter which bodyshop you do to, a damage is never quoted at a round number ( {$1000.00}! ) Finally they agreed to settle for {$430.00} which was sent in a letter to me on XXXX XXXX, XXXX. I paid the settlement amount on XX/XX/XXXX. Ever since I paid the full settlement amount Ally has completely messed up my credit score listing I had a late payment ( which is not true since the payments on the car where paid in full and it was only the disputed {$1000.00} which was not paid on time since it was being handled by my attorney - once I got the letter for settlement it was paid within 2 weeks ). In addition there are remarks all over my credit score that I settled for less then the amount owed and in some cases a late payment ( which is true however this creates a problem with my score ). I tried applying recently for the XXXX card which was denied since I have a late payment recorded on my XXXX  report ( which again is not true ). Prior to applying for the XXXX card on XX/XX/XXXX I had a XXXX score ( sent to me by XXXX XXXX when they denied my application ). XXXX told me there is nothing they can do and that I should call XXXX. Once I called went the customer service rep said he knew exactly what the issue was and removed some remark from my account. That triggered a whole different problem in which my credit score then tanked to XXXX. I called XXXX and they opened and closed a dispute the same day. I currently still have this issue with Ally regarding late payment and settled for less the amount owed. I have now also been denied for refinancing on my mortgage due to this low score and Ally will not return my attorney 's calls. How can it be that a bank like Ally tries to rob me of {$1000.00} at the end of the lease, we agree to settle and then I have a credit problem for the next 7 years due to how they reported it? I should have paid the full amount ( not to mention the lawyer cost me more than the settlement ) as it is far more than the damage they have caused me, however this seems totally unfair that this is how such a company behaves and requires a customer to pay for things that aren't owed and if you challenge it and settle your credit score is doomed. They should be ashamed of themselves!

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 non-monetary relief