Consumer complaint received 2020-05-11
Company: General Motors Financial Company, Inc.
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem while selling or giving up the vehicle

Complaint:
I called Friday and I spoke with their receptionist. She informed me that I can go anytime this weekend to return my car & that I didn't need an appt. When I arrived ( Sunday ), I was asked if I were going to buy a car with the lease return.They told me to come back Monday after I informed them I will not buy. Issue is that I'll not come back! Why should I when I am already there and I am ready to hand over the car? Besides, I had arranged a drive home and I needed to drop my car off that Sunday ( XX/XX/XXXX ). However, they would not give me proper release paperwork. I am going on vacation Tuesday & I need to hand back the car Sunday! Now I am stuck with a car and its insurance. I want GM to pay for my {$150.00} insurance and my monthly payment. This is my 2nd complaint against GM. They have been making me pay during the lockdown and now I can't even return their car. Here is what happened XX/XX/XXXX Sunday : The police was called in to help me ( XXXX XXXX in XXXX XXXX ) - the Sales Manager had my car without giving me any paperwork for my lease return. On Sunday, XX/XX/XXXX, I came in to return my car lease that I purchased from them. They told me I had to come back Monday. This isn't right bc I had already called a few days before and they said I can return this weekend! They took my keys, car, registration card without providing me the paperwork. Fishy! I asked them to at least handwrite a note and XXXX had an attitude, " I can but that won't do anything for you. '' Then they tell me that they can't provide the paperwork bc their system is down. My friend, who knew more about lease returns, told me they are required to give me proper lease return documents. He questioned how the finance system is " down '' yet they are still able to finance cars sold that day. I phoned GM financials right at that moment and the GM case manager said the dealership should be able give me the paperwork. Bottomline, I did not get the protocol service, they almost fooled me in letting me walk off their lot without any evidence that I dropped my car off. My friend was mad that they took the car without giving me the paperwork and he called the police. My friend was mad how they took advantage of me. On top of that, XXXX told the police that we are not allowed back to their dealership and he wanted me off their lot. I was waiting there while the police talked to him. Don't worry, we'll take out business elsewhere! Why can't we return the car on Sunday?! Why am I asked to come back the next day? Why didn't I get the proper paperwork? Is it because it goes against their sales goal for the day- corruption! or was that he was lazy? It wasn't professional nor ethical to let me drop off my car without giving me any paperwork. They led me to believe this is how it is done until my friend advised me otherwise. Now I am stuck another day of owning this car and this dealer ( XXXX ) has " banned '' us on their private property. Let me tell you, this dealer doesn't want to take back their own leased vehicle, disrespected us and shamed us.

Company response to consumer: Closed with non-monetary relief