Consumer complaint received 2018-02-26
Company: HYUNDAI CAPITAL AMERICA
State: TX
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Excess mileage, damage, or wear fees, or other problem after the lease is finished

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX, TX XXXX XXXX XXXX XXXX   XXXX XXXX XXXX XXXX XXXX, CA XXXX XX/XX/XXXX XXXX : Account # XXXX VIN # XXXX XXXX XXXX XXXX XXXX XXXX To Whom it may concern, I am writing to you regarding the above referenced account for a leased XXXX XXXX. I am in receipt of a collection notice from XXXX XXXX XXXX XXXX XXXX dated XX/XX/XXXX. This agency has been retained by XXXX to collect on the end of lease fees ( all inclusive ) in the amount of {$1200.00}. 
I am not only appalled by this action taken by XXXX, but furious at the neglect and lack of competence of the Lease Maturity Servicing Team based in XXXX, TX. 
Background information as it relates to this lease. 
1. On XX/XX/XXXX, I signed a Lease Extension Agreement for the course of 6 additional months from the initial expiration date of XX/XX/XXXX and agreed to make payments in the sum of {$290.00} 2. On  XX/XX/XXXX at XXXX XXXX., CST and inspection was conducted by inspector # XXXX under inspection ID XXXX. This was conducted by XXXX  ( XXXX XXXX XXXX ) a company retained by XXXX 3. On XX/XX/XXXX, the vehicle was turned in to XXXX XXXX XXXX located on XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, TX XXXX 4. On XX/XX/XXXX, I received a letter from XXXX, seeking a total of {$1200.00} ( {$400.00} Disposition Fee & {$860.00} Excess Wear and Use ) Upon the receipt of this bill, I contacted XXXX to discuss the bill. Here is a synopsis of the conversation ; I had in good faith done a pre-maturity inspection to determine any repairs to avoid such fees. In the inspection report of XX/XX/XXXX, line 2 : ExteriorBumper Cover scratch heavy 3 to 4 in the amount of {$250.00}. Now, I was advised by the inspector that Hyundai had a tolerance of less than 2 to  avoid any fees assessed. He further went on to say that if the cosmetic scratch was to be touched up by OEM paint, that would be considered acceptable as per the contractual agreement by Hyundai. On XX/XX/XXXX, I purchased the original part from XXXX XXXX XXXX ( part # XXXX ) touch-up paint in Anthracite Gray.

When the vehicle was surrendered to the dealership, I was advised by XXXX XXXX head of Finance & Lease Returns at XXXX XXXX XXXX that a final inspection would be conducted by XXXX before disposing the vehicle at an auction or selling it via a pre-owned car dealer. Hyundai never completed an inspection post Lease Termination to determine the amount owed, but took into account a report which was more than 90 days old. 
After my conversation with XXXX in XXXX, XXXX. I received a call from the Lease Maturity Servicing Team in mid to late XXXX, XXXX. On XX/XX/XXXX after a conversation with an agent, I was asked to send an email disputing the total charges in the amount of {$860.00}. In that email, I included images in color, specific to the rear right bumper as listed in the Inspection Report of XX/XX/XXXX. In that email, I also included the invoice for the Paint which was purchased at the dealership. These were required by the agent with whom I spoke. On XX/XX/XXXX, I received a follow-up email asking me once again for the account #, which had been provide on 4 previous occasions. I responded to the email on XX/XX/XXXX, with the requested information. 
After sending this information to the Lease Maturity Servicing Team on XX/XX/XXXX, I heard nothing from XXXX, there were no calls, no follow-up letters and or my original request to send an amended statement for end of lease charges. However, XXXX instead retained a collection agency to collect on their behalf. As of the date of this letter, I have yet to receive any updated documents showing the correction of {$250.00} from the total amount. 
As a blatant disregard to my communication and sincere efforts to pay the amount due, I am now pursuing this matter with the Commissioner of Consumer Affairs not only in the State of CA but also the State of Texas. In addition, a copy will be sent to the Federal Trade Commission, to highlight Deceptive Business Practices by XXXX XXXX XXXX. 
I have contacted the collection agency, to advise them to cease any communication as the amount stated in the demand letter is incorrect. 
In conclusion, I have every intent to resolve this matter amicably and paying the amount duly owed to XXXX XXXX XXXX. In the event HMFUSA and the retained collection agency do not correct this matter, I will then pursue this matter with CFPB under the violation of The Rosenthal Fair Debt Collection Practices Act California Civil Code 1788 et seq. Please send me an updated bill at your earliest so that I can pay the amount due. 

Sincerely, XXXX XXXX XXXX XXXX XXXX CC : XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation