Consumer complaint received 2018-10-10
Company: HYUNDAI CAPITAL AMERICA
State: CA
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 XX/XX/XXXX To whom it may concern : I am writing to complain about the service I have received from XXXX XXXX XXXX  XXXX ( XXXX  ). In XXXX, I leased a XXXX XXXX XXXX from the above mentioned company. The Vehicle was returned to XXXX XXXX, located on XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX on XX/XX/XXXX, since the lease was ending on XX/XX/XXXX. On XX/XX/XXXX I received a statement with a balance of {$790.00} due by XX/XX/XXXX .The statement shows the following breakdown : {$390.00} Disposition fee, which I was aware of and have already succesfully processed the payment. 
{$400.00} for Excess Wear and Use. 
On XX/XX/XXXX when I have returned the vehicle, I was assisted by XXXX, the only representative at the " Lease-End '' department in XXXX XXXX XXXX location. I was never offered a day or a time for the inspection prior to the vehicle return by her. I was advised only to drop off the vehicle at the location mentioned above and that she will assist me with the rest of the process. Per XXXX 's initial inspection the vehicle was in a good condition, she stated there should not be any additional charges besides the disposition fee of {$390.00}. Upon receiving the statement I called the XXXX Quality Control Department on XX/XX/XXXX and spoke to representative named XXXX, who was very unprofessional in handling my complaint, he was rude and sarcastic. All he said, was if I do not agree with the statement and if I do not believe I caused any damages to the car, I need to transfer the balance to anyone I believe is responsible for it, which did not make any sense to me. He also stated that XXXX 's job is to bill clients, and not to assist with such an issue. After that I have explained him that I have taken pictures of the vehicle at the dealership parking lot on the day of the return ( please see attached pictures below ) and that pictures clearly indicate no damages of any kind. Only after that he advised me to go into XXXX XXXX XXXX enter the vehicle VIN number ( XXXX ) and the account number ( XXXX ) to check pictures of the inspected vehicle and the inspection report, that shows 3 different types of damages which are : 1. LF Carpet Burn Hole 1/8 '' to 1/2 '' 2. LT Rocker Panel Outer Dent/No Paint Dmg 3 '' to 4 '' 3. RF Wheel Curb Rash 7 '' to 8 '' After that I advised XXXX, that I do not recognize none of the damages and they clearly contradict with pictures I have taken on XX/XX/XXXX ( day of the return ). 
The website pictures were uploaded on the day of inspection XX/XX/XXXX, which is 8 days after I have returned the vehicle. He only suggested to contact the dealership directly, since he could not assist me any further, He also mentioned that the dealership should be held responsible, since the vehicle was in their posession for that period of 8 days from XX/XX/XXXX to XX/XX/XXXX. Following his advise I called the dealership, and was transferred again to XXXX. XXXX has told me that the dealership can not help me with anything since they do not have the vehicle in their possession anymore, and I need to call the inspection company ( XXXX XXXX XXXX ) The representative at XXXX XXXX XXXX has transferred me back to XXXX, stating that the owner of the vehicle and the company that is sending out the statement is XXXX and I need to deal with them. I have been dealing with this issue since then. Noone is willing to give me any explanation of : 1. why the vehicle was not thoroughly inspected on the day of return XX/XX/XXXX and I was not issued a copy of the inspection report? 
2. why was the vehicle inspected 8 days after it was returned? 
3. why I was never offered an option to be present at the time of the inspection ( even though it was conducted 8 days after the return )? 
4. who is responsible for the vehicle after it has been returned. 
None of the above mentioned companies are willing to assist me with the issue I am facing. XXXX representatives are not willing to assist me in any way, however, they have sent me another statement dated XX/XX/XXXX, notifying me that if I do not make a payment of {$790.00}, ( {$390.00} of which has been already paid ) they will utilize a collection agency to collect the payment. Since none of the above mentioned company representatives are willing to communicate to each other or get on a conference call to clear the issue, it makes it impossible for me to resolve the problem I am facing. Realizing that this may damage my credit history as well, I seek for your help. If I do not get help from XXXX and resolve this issue quickly, I will have no choice but to seek the help of an attorney to go after all parties that are involved in this mess, that caused me so much emotional distress and can possibly damage my credit. I hope to hear from you soon. Thank you. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation