Consumer complaint received 2019-09-27
Company: JPMORGAN CHASE & CO.
State: TX
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Getting a loan or lease
Sub-issue: Changes in terms mid-deal or after closing

Complaint:
Companies Involved - XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, Chase Auto Finance XX/XX/XXXX Paid Deposit and Submitted Credit App Salesperson XXXX XXXX told me vehicle would be ready by XXXX XXXX Later told vehicle would not be ready. 

XX/XX/XXXX Salesperson and I agreed to pick up vehicle at lunch. 
Then was told vehicle would be ready at XXXX Arrived at XXXX, vehicle not ready. 
Informed salesperson I had to be able to leave by XXXX at the latest to pick up my daughter from daycare without being late. 
XXXX was brought to the drive at XXXX. I could not closely inspect vehicle because I was going to be late to pick up my daughter from daycare. I put my belongings in and left. 
Arrived home and noticed vehicle was covered in scratches. 

XX/XX/XXXX Contacted salesperson to discuss vehicle condition. 
Salesperson said the dealership would address the cosmetic issues. 
Agreed to bring vehicle in XX/XX/XXXX when a loaner would be available. 
Contacted XXXX at the salespersons advice. 
No response and emails bounced back. 

XX/XX/XXXX Contacted by another representative. XXXX no longer works for company. 

XX/XX/XXXX Dropped off vehicle with advisor XXXX. He took pictures of vehicle on an XXXX/Tablet. 

XX/XX/XXXX Tried to contact XXXX for an update. No response. 
Asked XXXX for an update. Said she would get an update, but no response. 

XX/XX/XXXX Asked XXXX for a response. Was told that the vehicle needed a new grille and it was backordered. 

XX/XX/XXXX Was told work would be completed the following week. 

XX/XX/XXXX Asked for update on vehicle. 

XX/XX/XXXX Was told to pick up the vehicle on the XXXX. 
Arrived to pick up vehicle. Only the deepest scratch on the bumper was repaired. Vehicle was still covered in scratches on all parts of the vehicle. I asked the gentleman at the body shop if this looked like a luxury vehicle that was just purchased and sold as a new car and if he would be satisfied. He responded, No. 
Left the vehicle at the body shop again. 
Contacted XXXX about my concerns. She said it would be handled. 

XX/XX/XXXX Was told by the gentleman at the body shop that the repairs had to be approved by the Used Car Manager. 

XX/XX/XXXX Picked up vehicle. Most scratches repaired. New rear bumper face. New panels near door/windows. Still some cosmetic scratches, but decided to just let it go. 

Note - I have invoices for this period, but the invoices are in the vehicle glove box which is in the shop. Requested invoices via phone and email but have not been provided at this time. 

Total Days for Current Repair = 36 Days XX/XX/XXXX Noticed fluid on garage floor was coming from my vehicle. Could smell burning smell when driving. Vehicle shifts gears rough at times. 
Contacted XXXX XXXX. Was told to bring car in, but no loaner vehicles available until XX/XX/XXXX. 
Contacted XXXX XXXX. Was told I could bring my car in, but no loaner vehicles available until XX/XX/XXXX. 
Contacted XXXX XXXX and stated that I could not be without a vehicle. Asked if they wanted me to drive the vehicle until XX/XX/XXXX. They said no, and to tow the vehicle in, but no loaner vehicles would be available. Told the service department I was coming into the dealership to discuss the problem. 
Arrived at the dealership. They said 5 loaner vehicles had just arrived and they would provide me with a loaner. 

XX/XX/XXXX Emailed Service Advisor XXXX for update. No response. 

XX/XX/XXXX Asked again about vehicle. Got this response, We have a technician asigned to your vehicle. My goald is to compleat the diagnost today and give you another update. 

XX/XX/XXXX Picked up vehicle. Invoice Attached. 
Vehicle shifts more smoothly. 

Total Days for Current Repair = 36 Days Total Cumulative Days in Garage = 72 Days XX/XX/XXXX - XX/XX/XXXX Notice fluid leak continues. Vehicle shifts roughly when driving. Vehicle attempts to stall and jerks are extremely noticeable when going down an incline. 

XX/XX/XXXX Return vehicle to dealership for repairs. 

XX/XX/XXXX Picked up vehicle. Invoice attached. States that leak was repaired and that they could not duplicate shifting concerns. 

Total Days for Current Repair = 29 Days Total Cumulative Days in Garage = 101 Days XX/XX/XXXX - XX/XX/XXXX Notice fluid leak continues. Vehicle shifts roughly when driving. Vehicle continues to have shifting problems at speeds between 10-20 and 40-60 mph. 
Texted Service Manager, XXXX, about vehicle conditions returning. No response. 

XX/XX/XXXX Returned vehicle to dealership. 
Advised to contact XXXX XXXX XXXX to request buy back. 
Called XXXX XXXX XXXX and made formal request. 
Was told I would be contacted by someone within 24 hours. 

XX/XX/XXXX Contacted by XXXX XXXX XXXX representative XXXX XXXX. 
Was told it would take 2-30 days, but could vary depending on vehicle and whether it was in the shop currently or not. 
Was told I would get correspondence weekly with an update. 

XX/XX/XXXX - XX/XX/XXXX Weekly updates are no more than Your case is under review and no decisions have been made. 
Service Department reports that they are able to duplicate the shifting concerns. 
The technicians from the engineering corporate office offer solutions, but they do not work. 
Asked to speak to someone else at the corporate office, because I am not getting my questions answered and I get the same robotic response at all times that The case is under review and no decisions have been made. Was told that the Regional Manager who is reviewing my case does not speak to clients and only make or receive internal calls. Asked to speak to anyone else on XX/XX/XXXX, and was told by XXXX XXXX that it would take 7 days to get a response from her supervisor XXXX. I put in an email that I was surprised that it would take 7 days to get a response, and I got a call within the next 20-30 minutes that she would call me within 24-48 hours. 


XX/XX/XXXX Called Chase Auto Finance to seek their support. Was told I would get a call back because their phone system was not working. No call was received. 

XX/XX/XXXX Was told they are going to try one more thing on Friday XX/XX/XXXX. Was told by XXXX XXXX Service Director at XXXX XXXX ) and XXXX ( Service Manager at XXXX XXXX ) that that idea did not repair the vehicle. Now, corporate office wants them to try one more thing on Monday XX/XX/XXXX. 
Requested from Service Manager, XXXX, ALL service records and notes for my vehicle when speaking on the phone. No response at this time. 
Called Chase Auto Finance to seek their support. Was told I would get a call back because their phone system was not still working. No call was received. 

XX/XX/XXXX. 
Requested from Service Advisor, XXXX, ALL service records and notes for my vehicle via email. No response at this time. 

XX/XX/XXXX Requested from Service Advisor, XXXX, ALL service records and notes for my vehicle via email. No response at this time. 
Called Chase Auto Finance to file a formal complaint again XXXX XXXX XXXX and XXXX XXXX XXXX XXXX. Spoke with XXXX XXXX. 

XX/XX/XXXX XXXX XXXX ( Senior Executive Liaison for XXXX XXXX XXXX XXXX ) said in a phone call that the situation would be resolved by Friday, XX/XX/XXXX. 

XX/XX/XXXX Sent email requesting a response by XXXX XXXX CST. 
Received an email from XXXX XXXX stating the request for buy back was declined. 
Spoke with XXXX ( Service Manager at XXXX XXXX XXXX ) and he stated that the sales team should have contacted me. They are proposing to find a similar vehicle to mine with similar mileage for me to take over the lease for. I told XXXX that that was not a fair resolution nor what I wanted. My vehicle is still not repaired. He stated that XXXX XXXX XXXX XXXX has been asking them to try additional repairs. 
Sent email to XXXX asking if she was no longer honoring her request to have this resolved by Friday, XX/XX/XXXX. Called three times to her direct line ( XXXX XXXX, XXXX XXXX, XXXX XXXX ) but no returned phone call. 

Total Days for Current Repair as of XX/XX/XXXX = 37 Days Total Cumulative Days in Garage as of XX/XX/XXXX = 138 Days Total Cumulative Days in Garage as of XX/XX/XXXX Related to Mechanical Issue = 102 Days

Company response to consumer: Closed with non-monetary relief