Consumer complaint received 2018-12-13
Company: ALLY FINANCIAL INC.
State: NV
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:
Hello, My disputes are regarding the charges on the daily extension charges of 16 days and the excess wear charges for all tires totaling {$1700.00} I have had many leases with multiple leasing companies and I always had somebody inspect the cars also receiving a lease vehicle return kit. With Ally I didn't receive either one. I have pictures of the vehicles tires, wheels and body of the car at time of the car being returned to the dealer to show proof that the tires tread where not worn out. 

When I was speaking to a representative named XXXX on XXXX around XXXX XXXX. I spoke with him about 10-15 minutes regarding these charges and while I was speaking with him he was being quite aggressive with me and kept repeating " the terms of the contract states .... '' In a calm manor I was explaining to him when I was trying to return the vehicle to different dealerships in XXXX XXXX non of the dealers accepted lease returns from ally. Each dealer required an appointment to return the vehicle and when arriving to the dealer they wouldn't return vehicles from Ally because they do not accept leases from Ally Financial. Through this process I work 6 days a week 10 hours days and I only have a small window between when the dealer has an opening to accept the car and the days I had off. 

Attempted to return to car to 3 different dealers XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NV XXXX XXXX  XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX Before receiving this bill and having this lease return issue I called Ally Customer service on XX/XX/XXXX the representative on the phone was very helpful after I explained everything and she said she will call me back the following day to find a dealer that will return the vehicle. She did not mention to me that I might have to file for an extension because of late days and she did not mention to me about a lease return kit to inspect the vehicle. Also she stated if there was no dealers available to accept the returns she would request a courtesy pick from my house. She called me the next day and gave me XXXX XXXX XXXX at XXXX XXXX XXXX XXXX. We had to make an appointment with them which was 3 days later was what they had open for me to return the vehicle. Between the run around all three dealers they gave me it was close to 3 weeks. Finally getting the vehicle returned I now get hit with a {$2200.00} bill and I'm stuck speaking to extremely rude Ally representatives that will not let you finish a sentence. Because Ally bank does not do business with the dodge dealers in XXXX XXXX they want me to pay for a vehicle that was sitting in a garage. They keep referring back to " the contract '' The contract doesn't state if there is an issue with returning the vehicle in a specific city or states. The representatives also mentioned that I should of returned the vehicle to the dealer I purchased the lease from which was in Michigan close to 2000 miles away. I also had 3 other leases from Michigan from other banks and never had a issue returning a vehicle. After playing phone tag for 2 weeks to speak with a supervisor because I work 6 days a week. On XX/XX/XXXX finally was able to speak to a supervisor named XXXX XXXX who was also very rude and aggressive. The first thing she states was that I took her out of a " meeting '' and what do I need. I forgot at the moment that I was inconveniencing her from her job and what she gets paid to do. LOL. Anyways she kept interrupting me when I was trying to explain the issue and she kept stating back to the " contract ''. Her excuse was also that if she helps me she has to do it for everyone else but everyone else doesn't run into the issue with dealers not accepting cars from Ally in XXXX XXXX. She was also very defensive like I was taking food out of her babies mouth. I attempted to resolve this issue with them many times but they would rather argue then to resolve an issue. I do see why do dealer in XXXX XXXX wants to do business with Ally Financial. 


Regards, XXXX XXXX

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 explanation