Consumer complaint received 2019-11-07
Company: JPMORGAN CHASE & CO.
State: FL
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Getting a loan or lease
Sub-issue: Problem with additional add-on products or services purchased with the loan

Complaint:
In XXXX, 2019, we negotiated our second car lease with XXXX XXXX XXXX. We negotiated this monthly lease to include all of the upgrades that were included in our prior lease and more. We also negotiated that our milages overage be paid by the dealership, since the delay of delivery restricted us from taking advantage of the two month lease pay-off lease program that was running at the time. Upon delivery of our car in XXXX, 2019, we noticed that we were missing some of the upgrades as promised and confirmed via email in XXXX, 2019. We immediately contacted XXXX XXXX XXXX and reported the fraudulent missing upgrades, since they were included in our negotiated monthly lease payment. Since we did not hear back from anyone, we emailed XXXX XXXX, the General Sales Manager. After contacting XXXX XXXX regarding the missing upgrades, we received email correspondence requesting a photo of the missing upgrades. We were dumbfounded, since you can not takes pictures of something that does not exist. Upon submitting the complaint regarding the missing upgrades, we started experiencing multiple mechanical problems with our car. We also received email correspondence from Mr. XXXX, who fraudulently stated that XXXX XXXX no longer offer those specific upgrades anymore. This was a false and fraudulent statement made by Mr. XXXX, since we contacted the XXXX XXXX Corporate Office and confirmed on a recorded line that those specific upgrades were in fact still offered in XXXX XXXX. Our car was flat bedded to the XXXX XXXX XXXX dealership and then returned to us with multiple issues not corrected and the leather covering to the two front seats unattached around the base of the seats. We emailed XXXX XXXX XXXX immediately regarding the same mechanical problems still existing and we were then requested to take a photo or video of the problems/issues with the vehicle. We then started getting harassing calls from Chase Bank, stating we owed {$6000.00} in mileage overage and were never sent any statement in regards to this payment request. Chase Bank not only unlawfully disclosed all of XXXX XXXX 's financial information, but then threatened me that if it wasn't paid that they would seek legal action. We also signed a document which stated there was no money due at the time of the lease trade. We then contacted the XXXX XXXX Corporate Office to file a complaint regarding the mileage overage charge, the fraudulent lease negotiations and the multiple mechanical issues. XXXX  XXXX Corporate confirmed that they spoke with the General Manager of the dealership, XXXX XXXX and that I needed to contact the dealership directly. XXXX XXXX, who is the General Sales Manager and not the GM contacted XXXX  XXXX and fraudulently acted on behalf of the actual General Manager of the dealership on recorded lines. When speaking to the actual GM, XXXX XXXX, he requested that I forward my email correspondence with XXXX XXXX to him directly. On that same call with XXXX XXXX it was agreed upon that I would not be corresponding with XXXX XXXX at all anymore. After sending my email correspondence via email to XXXX XXXX, I received a phone call on my business line from XXXX XXXX with a very threatening tone telling me that I need to take my business elsewhere. I then sent an email to XXXX XXXX explaining the tone and vernacular of XXXX XXXX 's call to me and informed him that due to XXXX XXXX 's threatening tone all future correspondence will take place via email correspondence and requested an explanation for Mr. XXXX 's threatening behavior and how this situation was going to be rectified with no response. I also confirmed with XXXX XXXX that the Autobiography  has all of the upgrade options we have been paying for and we given a lesser model.

Company response to consumer: Closed with explanation