Consumer complaint received 2021-11-28
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: RI
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem when attempting to purchase vehicle at the end of the lease

Complaint:
Customer ID : XXXX To Whom It May Concern : I was hoping it wouldnt get to this, but Im at a loss on what needs to happen to resolve this experience from XXXX. 

On XX/XX/XXXX, I stepped into the XXXX dealership in XXXX, XXXX with the intention of finding out options on buying out OR returning my leased XXXX XXXX XXXX. I was provided with quotes that included loan payment options ranging from XXXX months. I was told multiple times that I should go down the financing path, if I wanted to keep the XXXX. I explained I have a HELOC that I would use to pay off the full amount and purchase the car fully. At that time, it was explained to me that the market value selling price was XXXX ; my payoff price would be that plus a XXXX buyout fee, in addition to a XXXX termination fee. All in all, I was told it would be upwards of XXXX. I have all the paperwork showing this. I asked repeatedly what the remaining balance on the loan wasI was told repeatedly that the market value selling price is that cost of the car. Upon closing of the conversation, I was told that the dealership wouldnt be able to process any full buyouts and they couldnt only help with financing or lease termination options. I was basically dismissed with a sheet of paper that I learned was full of misquotes. 

Complaint # 1 : I was blatantly lied to repeatedly upon calling XXXX XXXX, I was told the buyout price is actually XXXX. My experience at XXXX, as usual, was belittling and uncomfortable. Being a female in that environment is uncomfortable as it is, but I feel targeted and taken advantage of having this been my first lease experience, I believe I was taken advantage of and quoted an inflated amountlet alone pressured to finance vs. just buy out the vehicle. 

I called XXXX XXXX and asked for a XXXX month lease extension to figure out what to do. 

I made the decision to leverage my Home Equity Line of Credit to buy out the car in full, hoping to sever any open ties with XXXX, because of this XXXX experience. I downloaded the payoff letter, which advised that XXXX can not take a personal check and can only take a bank check. On XX/XX/XXXX, I had an official bank check ( XXXX XXXX : XXXX ) created for the quoted payoff amount. I called the dealership to make sure one last time they cant take the payment, explaining that Im on my last lease day. I was told its all set, they cant take the payment, and as long as I overnight it, I should be all set. I ran to the XXXX store, paid XXXX $ and overnighted the check. 

Complaint # 2 : apparently, I was lied to, again, by the dealership. They COULD have taken the check and I was NOT all set. 

Around XXXX days passed, I kept checking the status of the check with XXXX Bankthey kept telling me it wasnt cashed. The stress mounted. Then, the collection calls started. I was at a loss. I did what I was told to do, I sent in the check, overnighted, to the address on file. I noted the account # on the check as well as the mileage. XXXX noted the check was delivered and signed for, but no one at XXXX knew where it was. Days passed, collection calls continued. 

Spoke to almost a dozen people filed claims on claims. 

Claim # s I could find : XXXX Then got the letter with the check attached, which was sent regular mail, on XX/XX/XXXX. Letter attached to this email. Dated XX/XX/XXXX : Need mailing instructions and signed/dated odometer statement. I was told to return the check with this information. By the way, I did give the odometer info and the mailing instructions? Is that a joke? You knew the address to send the letter to me. 

Complaint # 3 : seriously? No one could tell me this over the phone? I had to wait WEEKS to learn this? My credit score deteriorated, NO other forms of payment available. I just sat there with my hands tied. I couldnt bring the check to the dealership, couldnt drop it off for processing anywhere. Fees accruing, credit score dropping. And all the while, HARASSED by the collections department. I asked for a manager 4x to finally get to someone, not that they gave me any new information same XXXX being sold to me, just a different day. 

BACK WENT THE CHECK on XX/XX/XXXX : overnighted again. XXXX $ this time. Delivered and signed for, as the first. Still not cashed. 

I asked for the collection calls to stop. They did, but then the emails started. 

Then came the final doozy. Received in the mail XX/XX/XXXX, letter dated XX/XX/XXXX. CHECK RETURNED AGAIN. Literally a sick joke. Now, XXXX is an indirect lender and cant sell directly to a consumer. Where was this information literally the last XXXX  months?! Completely contradicting information to every letter, every call, everything. Now Im being told to contact the dealer. 

Credit score further declining. Stress level rising. Im a mom of XXXX with a fuller than full time job. I work as a XXXX XXXX XXXX at a large financial institution. I have never experience such incompetence in my lifeand I usually laughed at people that wrote these types of correspondences. Im sitting here shaking and crying, because I dont know what else to do. 

My request : Take.this.check.from.me. in the original payoff amount from XXXX. 
I will drop it off anywhere, but I do NOT want to speak to anyone re : this. I have spent cumulatively XXXX hours between calls, post office, bank, complaints, claims, etc. At work, I am compensated XXXX $ an hour. If I really wanted to be unreasonable, Id have you compensate me for the time spent on this ridiculousnessas well as the XXXX overnighting fees. 
Remove.any.and.all.credit.dings. nothing was late. Not even a day. You are ruining my credit score. 
This is sort of a joke, but XXXX, let me fix your process. I do this for a living. Ive reduced these types of customer complaints by XXXX  % y-o-y. Your brand will thank me for it. The person sending me back these checks nonstop could have emailed, called, sent a XXXX pigeon. ANYTHING. 

I expect resolution within the next XXXX business days, max. 

Thanks, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation