Consumer complaint received 2019-02-19
Company: HYUNDAI CAPITAL AMERICA
State: TX
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:
I am not quite sure who this message should be going to, but I am hopeful that one of you may be able to help point me in the right direction. 

I went to the XXXX XXXX in XXXX, Texas on XX/XX/XXXX to turn in my XXXX XXXX XXXX XXXX and try and get a new one.

When I first arrived everything was going well except for the fact that the salesman that wanted to help us was in his first month of working there and did not know what he was doing. ( I understand everyone has to learn, but it was everything that happened after that made this experience terrible ) XXXX was the name of the salesman that was helping us that was new, and while he was talking to us another salesman ( XXXX ) came over and kind of started to take over the sale. XXXX said that he appreciated this since he was new and needed the help. 

My boyfriend and I went and test drove a XXXX XXXX XXXX since they told me an XXXX was going to be way over my max monthly budget of XXXX. Once we came back in, we then sat at XXXX 's desk and began the negotiation process. 

The whole time during the negotiation XXXX was sitting at XXXX 's desk telling us about his personal life and how his wife had left him, instead of going with XXXX when he would try to get the best numbers for us. ( They would also talk about each other when the other wasn't around and made for a very awkward situation ) XXXX came back with numbers after I said the first ones were way too high and I asked what length of lease these numbers were for and he said it was a 36 or 39 month lease. I did not care which one it was but I did not want a 48 month lease. 

We finally agreed on a monthly payment of {$260.00} and {$340.00} dollars down. ( They also stated that they would be taking over my XXXX XXXX lease and I would have no charges after today ) I was then escorted down to the finance area and was put in the waiting room. We sat in the waiting room for over 30 minutes waiting for the finance worker XXXX who had nobody in his office this whole time. 

Once we went into his office he told us the system was down and he wasn't going to be able to print my documents for me to sign, so I would have to come back when the system was up and ready. ( He did take my first months payment and also my {$340.00} down payment at this time, for a total of {$600.00} ) XXXX then printed me a temporary license plate that was good until XX/XX/XXXX since he said the system should be up and running by then. He handed me the license plate and that was all he said. I had to ask who was supposed to put the license plate on, and then he told me to go see my salesman. 

When I went to XXXX 's desk he had no idea what he was supposed to do with the license plate, but told us to meet him outside. We waited in the new car for probably 15 minutes until he came out to help us, and then he taped the license plate onto the back of the car. I also had to ask him if he was going to show me anything about the inside of the car. 

XX/XX/XXXX rolled around and nobody had contacted me about signing paperwork, and at this point my license plate they gave me is now expired. I called XXXX XXXX and asked to speak to someone about getting a new license plate and was transferred to voicemail boxes where nobody every answered the phone three times that day. 

I got a hold of XXXX ( the guy who said the documents are down and who printed the first license plate ) and he told me I would have to come in and pick up a new license plate, and I proceeded to tell him I would not be doing that and I would appreciate if he could email it to me. He emailed me a license plate that is good until XX/XX/XXXX. When he emailed me the license plate I asked him if he knew how long my lease was since I did not receive in writing how long it was and he said 48 months. I explained to him that I did not want a 48 month lease and he responded with, " PLEASE COME IN AND DISCUSS THIS WITH THE SALES MANAGER. ALL I DO IS PRINT DOCS! '' I attempted to contact XXXX XXXX multiple times to set up a time to come in and discuss my lease lengths and the problems that I have had with their employees. Every time I called the receptionists would transfer me to a line that no one would answer. I called every single day the following week ( XXXX ) and never heard back from anyone. I finally called and told the receptionist not to transfer me and I wanted to speak to someone immediately. I was left on hold for over 5 minutes and she told me she could take down my name and number and someone will call me back. I never heard from anyone. 

On XX/XX/XXXX XXXX ( the document printer ) called my cell phone while I was at work 2 times, and then proceeded to call my wok looking for me. I called him back and he told me I needed to come in right away to fill out my paperwork. I told him I couldn't come in XX/XX/XXXX but I could be there on XXXX and he said he needed me there as soon as possible. ( I waited a week and a half for my documents to be printed but they needed me to come in as soon as possible for their documents ) When I got to the dealership on XX/XX/XXXX I told XXXX I had a few questions. I said my boyfriend and I were under the impression that I was going to be having either a 36 or 39 month lease and he said that is what he thought too. He said if the paperwork says 48 months to say you want to speak to a sales manager. When I told XXXX what XXXX told me to say he said " You can do that if you want but your payments are going to go up ''. I can not pay anymore than what I signed a lease for. I went from paying {$220.00} for my XXXX to {$260.00} for a XXXX. 

XXXX did not have any documents ready for me to sign, and he had to print all new ones once I got there. He asked me how I wanted to pay my down payment, even though i had already paid it, and I had to remind him of that. Once he eventually had the documents ready he said my lease officially starts on XX/XX/XXXX even though I have had the car since XX/XX/XXXX. My mileage says that it had 15 miles because that is what it had on XX/XX/XXXX. He then stated that I will have to come back to pick up my registration, license plate, and vehicle inspection sticker once it is ready. 

Before I left I had to have XXXX help me get a sticker off the side of my car since it looked like they had peeled it off and it left residue on my door. 

Sunday, XX/XX/XXXX I received an email saying I owed a payment on my XXXX XXXX even though I do not have that vehicle anymore. I was told I would have nothing to do with that car after XX/XX/XXXX. 

I contacted XXXX XXXX XXXX and they stated the vehicle had not been grounded and they could not process this without a vehicle return receipt which I never received. They attempted to get in touch with the dealership and could never reach anyone. I ended up going to the dealership XX/XX/XXXX to find out the vehicle had never been grounded, until I went in today. 

I went back to XXXX when my XXXX lease was over because I loved my car, but I will not be getting another XXXX once this lease is over simply because of the way I have been treated. 

I still have not heard anything from management to this day. 

If someone could please get back to me what would be greatly appreciated. My cell phone number is XXXX, and my email is XXXX Thank you, XXXX XXXX

Company response to consumer: Closed with explanation