Consumer complaint received 2020-05-08
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: CT
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Problem with fees charged

Complaint:
Went to dealership ( XXXX Nissan ) to explore options for trading in my previous lease XX/XX/XXXX and was assured by the sales person that if I were to purchase a new lease that day all fees around maintenance, and return fees would be covered by the dealer and that I would purchase with no downpayment required only my first month payment. The dealer proceeded to call my insurance and switch over my policy and registration while I signed paper work with the finance manager who I had to review 5 different contracts with because each time leading up to the XXXX there was a convenient error in the documentation regarding term, payment amount, misc fee 's, or add-on features/benefits. It was remarked that my credit score was outstanding ( XXXX at the time of purchase ). I turned in my previous lease ( XXXX XXXX ) and drove off the lot with a new one ( XXXX XXXX ). Some months later I get a notice that there is an outstanding balance on my previous lease including property taxes ( since paid ), a wear and tear fee, and an additional payment and that this amount if unpaid will be sent to collections. I bring said notice to the dealership, to the sales rep I worked with and inquire as to what this is. ( XX/XX/XXXX ) to which he responds he's not sure and that I shouldn't owe anything. He assures me that I should not worry and that he'll reach out to someone at Nissan corporate to find out more info. After waiting awhile I reach out via text and ask for a follow up ( XX/XX/XXXX ) emphasizing that i'm worried the potential impact this will have on my credit score and reminding him of the commitment made in order to secure the sale. He responds with a screen shot of some text exchange with a nissan rep stating that " we don't waive extra payment, property taxes and miscellaneous ... these are customer responsibility unfortunately sorry '' to which I respond " That contradicts our agreement doesn't it? '' and I get no response. After waiting for a response I reach out to the nissan consumer affairs and file a complaint ( case # XXXX ) on XX/XX/XXXX. I'm told a region manager is going to reach out to me. On XXXX regional manager and I speak apologizing to me for the experience, mentions dealership ( XXXX nissan ) will take care of fees and if I have any questions to feel free to follow up. Sales rep from dealership calls me and asks me to provide a copy of document from collections agency with the amount owed. XXXX I provide a photo of the document via text with no response. I follow up XX/XX/XXXX via text no response. I call the regional manager several times inbetween this first leaving a message stating i've had no follow up from dealership and that I do not need a response from her just a response from dealership. Leave another message requesting she call me back because still no follow up. Leave a third message and call nissan consumer affairs again to update complaint ( XX/XX/XXXX ). Rep updates my complaint. I get a follow up from regional manager who then tells me the dealership manager and sales rep can not find any outstanding debts when calling the finance dept. advises me to reach out to the finance department myself. I reach out to finance dept who transfers me to loss/recovery. Loss/recovery lets me know they see the account, the balances, and gives me the break down. Explains to me that the dealership can call loss/recovery and settle this by overnighting a check for the amount outstanding by providing vehicle vin number. I text sales rep again ( XXXX ) and let him know the good news and the instructions given to me by loss/recovery. He then gives me reasons why he can't help ending his response with " I honestly don't know what to do because it had nothing to do with us '' I shared that that was a terrible attitude to have and requested his manager give me a call. No response. ( XX/XX/XXXX ) I call consumer affairs again requesting to escalate this and was told that the regional manager was the " higher department '' that this would be escalated to and it would go back to the regional consumer affairs specialist ( same person I've been dealing with who refuses to call me back and has not provided follow up ). I inform rep to document my intentions to file a complaint with CFPB as well as XXXX and a formal complaint to the corporate offices due to this incompetence.

Company response to consumer: Closed with explanation