Consumer complaint received 2019-03-20
Company: General Motors Financial Company, Inc.
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
I returned my lease on XX/XX/XXXX at the XXXX dealership located on XXXX XXXX XXXX, XXXX XXXX, CA XXXX. I also spoke to XXXX XXXX XXXX in XX/XX/XXXX because I had received the end of lease bill and it was {$1800.00} when I had purchased Excess Wear and Tear Insurance at the beginning of my lease. I placed multiple calls to GM Financial, the EXCESS W & T prior to the end of my lease as a report was filled out, no one could tell me whether or not it would be covered, not one person thought it might be helpful to know what kind of insurance you're paying for. I didn't want to fix the little dings if the insurance would cover it, but no one can say from looking at the report, I don't get it isn't that what the car evaluation prior to the end of lease is supposed to be for. Even so, I was issued a bill once I turned in my vehicle. It's frustrating that insurance companies can get away with not being able to properly disclose what is covered and what is not. To me this is absurd even on a small case such as this insurance company. The Excess Wear and Tear covered the overage but I still had to pay {$420.00} for the end of lease penalty with taxes.

Then I was issued a delinquency notice from California DMV
because the dealership did not properly report the Notice of Transfer and Release of Liability form. On top of all this I had to go to the DMV twice because the DMV of course did not process the first form that I submitted and I sent them a letter along with another filled out form with the hopes that it will go away. I called GM Financial upon mailing in the Notice of Transfer and Release of Liability for a second time and they were not at all helpful to get the information. I spoke to XXXX Employee ID XXXX and he confirmed with his supervisor XXXX Employee ID XXXX that the dealership was at fault for not properly filling this form out on my behalf. I called the dealership and left a message to help rectify the issue but I have not received a call back as of yet. 

Last but not least, I have already submitted an initial complaint about GM Financial to the CFPB in XX/XX/XXXX because they had put a late payment due to their own online system not being able to properly change an automatic payment account change on their auto-pay platform, other people have experienced the same issue and yet this continues to be a fault in their system that affects many people at a time yet they do not care to fix an internal tech issue and would rather have people 's credit damaged. The CFPB stepped in and the credit report issue was rectified. That complaint number was XXXX I am disappointed that my end of lease was not properly handled on multiple levels and I was very upset that my credit was affected as I have always maintained an immaculate credit rating. Now I am having trouble thinking about having a potential issue with the Franchise Tax Board of California because the dealership did not properly report the sale of my vehicle and I have delinquent registration due. I am contacting a number today to see if they can help as it was a final notice from the DMV. 

XXXX and XXXX if not for contractual obligation but also from a moral standpoint have a duty to provide their customer 's with the utmost fiduciary responsibility and care, after all the government did bail them out, yet their customer service is the one of the worst I have ever seen and I am stuck with paying a government bill. I think they should pay mine if this is not resolved. Not one person from GM Financial thought it would be appropriate to advocate on a customer 's behalf with regards to the flaws in their online platform. Not one person, after complaining that my end of lease was improperly handled thought it might be helpful for this person to be handed to another level of supervisor where the dealership could be called and personally dealt with right then and there. We Americans paid {$11.00} XXXX and I see these ads where people recite " I switched to XXXX '' and yes I did switch to XXXX, in fact I leased two, one in XX/XX/XXXX and another in XX/XX/XXXX but after these experiences, I will not be getting a XXXX that's for sure.

Company response to consumer: Closed with explanation