Consumer complaint received 2017-12-16
Company: ALLY FINANCIAL INC.
State: ND
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:
XXXX XXXX the vehicle was turned into the dealership where we purchased it, the lease did not end till the beginning of XXXX XXXX but they allowed me to turn it in early and under the allowed mileage, we did n't need the vehicle anymore. When the vehicle was returned I went over the vehicle with the salesman, and my father was present also. I made the salesman aware of the trim on the drivers side front door, the trim had begun to lift so we then went and got the body shop XXXX and he stated that they would be able to fix the trim and I agreed to pay for the repair before the vehicle would be given back to the lease company. The next day the body shop XXXX contacted me at my home and I paid for the repair over the phone with my debt car. Besides the trim on the drivers side front door the vehicle was in excellent condition and the salesman assured me that the lease company would give me no problems after they inspected it. So at the end of XXXX XXXX we receive a bill for over {$1000.00}, I called the lease company and the instructed me to go to their website and I could view the inspectors full report, I requested that they mail me out the report and all the pictures because my home computer was n't working, they refused on multiple occasions. I was able to view the report a few days later at my job and seen that they had also charged me for the lifted trim on the drivers side front door and they claimed that the tires were bad. There was pictures of the inspector measuring the tires, you can see in the pictures that the tires were measured on the outer edge of the tire, where the tread was the shallowest, in the XXXX, it is stated that the tires must be measured from the center or the deepest tread on the tire, which it was clearly not. The vehicle had XXXX miles on it and I do believe the tires were XXXX mile XXXX tires, and they had warranty on them. Of coarse I called the lease company after seeing this and they stated that there was nothing that I could do about it and I was just suppose to pay the bill. I also emailed them the online receipt 3 times for the trim repair and they claimed they never received it, the XXXX person I talked to, told me they receive thousands of emails a day and they just could n't find the one I sent them. Now the real kicker in the this is that the dealership where I purchased the vehicle from, bought the vehicle from the lease company, so I have pictures of the vehicle after the dealership purchased it and before it was for sale on their lot, and the vehicle is a XXXX out of XXXX, it still had the original tires on it and the trim is repaired. I once again called the lease company and explained this to them with no success, they did not want me to send them the pictures I had, all they told me is that I have no say in the matter and I am just suppose to pay the bill, I then stated to the lease company that I will be contacting my state attorney general about the matter and the lease company hung up on me. I then contacted my state attorney generals office and filed a complaint with them, I mailed them every piece of documentation we had and all the pictures, around the end of XXXX XXXX we then received a bill from the lease company for {$700.00}, so once again I called the lease company, because there was no explanation of why the bill decreased, I was told by the lease company that we received a good costumer discount, since we filed a complaint and I needed to now pay the new amount, I once again told the lease company that it was in the hands of my state attorney general and they hung up on me. The lease company has called my cell phone all hours of the day, they tell me that I am being recorded and that I am suppose to pay my bill, I then tell them that the matter has been turned over the my state attorney general and they hang up on me. I have spent hours on the phone with the lease company and have got no where. We are now getting harassing letters from them, threating to turn us over to collections. At the end of XXXX XXXX we received a letter from our attorney general, stating that they could n't get anywhere with the lease company and wanted to know if we wanted them to keep pursuing it, we mailed them the latest bills we had received and told them to keep on them. This lease company is the most difficult company I have ever dealt with. They are plain in simple trying to take advantage of us, I am tired of their threating letters and harassing phone calls, we did nothing wrong, we never missed a payment, never abused the vehicle and did everything according to the contract.

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 explanation