Consumer complaint received 2023-06-13
Company: Stellantis Financial Services US Corp.
State: OH
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:
A lot has happened with this matter, so I am summarizing in short to get the process started and reserve the right to clarify and provide a more detailed response, as needed. Some items were resolved so not going into much/any of those. 

In my opinion, my experience and perception suggest that Stellantis and Stellantis Financial have not been ethical in dealing- I think there is a conflict of interest and has cost me, as a customer, financially. 

In short, I wanted to lease a XXXX with Stellantis ( XXXX XXXX, as the dealer ) and was not given an option with the finance company, where I was told I would be going with Stellantis Financial. 

Only some issues, as follows : - Had issues receiving the XXXX at the onset ( XXXX sat at " the yard '' for weeks/no movement ), the XXXX wasn't detailed ( e.g., packing adhesive still on vehicle ), there was chipped paint, had to pay for extension of registration as a result -The XXXX was delivered with more mileage than the contract. When I questioned, told it would be corrected and never was. Folks from XXXX XXXXStellantis shared that the finance company requires the contract to be under 500 miles otherwise it " throws up a bunch of red flags, '' although I was assured it was in my best interest. I dont see how that's the case. From my perspective, the contract was falsified -The contract didn't state any stipulations in terms of over-mile charges or alike. I was contacted a week later ( after I took possession of the vehicle, provided {$5700.00} down/they cashed the check ), they shared I dont have a contract and they need to make changes to the contract and I needed to initial those changes -- otherwise I don't have a contract and they would need to take the XXXX. They said the Financial Services company said they will not book the loan. Financial Services company said this was not the case. Not sure what is accurate. 
-Lease booked with incorrect due date vs. what was state on contract. Representative XXXX XXXX XXXX told me she could only make that change if I paid another payment with her over the phone. I told her I have auto-pay. She made me make a payment anyway. Auto-pay then took out another payment days later. 
-When attempting to work directly with Stellantis and Stellantis Financial directly, emails and phone calls are ignored, wait times to speak with a manager ( if at all ) vary from 30-60 minutes ), promised return calls have not been returned. After 4-5 of these experiences over 45/60 days, I can only conclude that this is their tactic to ignore customer complaints. 

I personally believe that Stellantis and Stellantis Financial have a conflict of interest, as they are doing the right thing for themselves ( my experience/examples above ), but not the right thing for the customer/client. This whole situation has not only taken 10-12+ hours of my time, much frustration, and a financial impact/loss. 

XXXX XXXX ( Stellantis Corporate ), XXXX ( manager ), XXXX XXXX XXXXXXXX XXXX manager ) all have been unresponsive to providing explanations and resolving this matter.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief