Consumer complaint received 2020-08-28
Company: HYUNDAI CAPITAL AMERICA
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with fees charged

Complaint:
XX/XX/XXXX I turned my XXXX Hyundai XXXX lease into the Hyundai XXXX dealership. I did so after working with sales reps at 2 different locations to trade in this leased vehicle and purchase a new vehicle. The first dealership, XXXX XXXX Hyundai/XXXX, presented its own challenges, where I was contacted by someone claiming to be " The Director of Finance '', when in fact he was XXXX, a sales rep at the dealership, trying to swoop in and steal a sale from his associate, XXXX XXXX, who has leased me 2 previous vehicles and I specifically was working with him. XXXX got involved when I submitted my financial data through the website portal, as instructed by XXXX, in order to get prequalified. I did not want to spend a lot of time in the dealership due to COVID. XXXX called me directly, tried to lie to me about his position, and attempted to sell me a car over the phone, ignoring the fact that I was working with XXXX, and I had a XXXX  voucher that guaranteed a price that he kept saying I could not receive. Finally I told him I would not work with him and to stop calling me. I spoke to XXXX the following day, apparently the dealership now was unwilling to give me the deal XXXX and I had negotiated. That was frustrating, so I reached out to Hyundai XXXX to see if they would work with me. I was connected with XXXX. XXXX and I spoke entirely through email, I wanted to make sure that I had written documentation of what was being offered to me. I negotiated with XXXX to take my lease, make the last payment AND any overages with mileage or anything else. I was going to get 0 % /84mos financing and a few discounts for being a XXXX. I was very excited to go purchase my first car. I got to the dealership, I brought my laptop with all the emails and an XXXX spreadsheet I made to make sure the numbers were right. XXXX brings in the XXXX of the dealership who sits down while XXXX stands behind him in the corner. The XXXX proceeds to draw a XXXX on a piece of paper and try to change the numbers. I stated no, I had my deal negotiated and was ready to move forward. Every point I negotiated with XXXX seemed to make him upset. He kept asking " who told you that you would get this deal ''. I simply pointed to the guy standing behind him and said XXXX. This little charade went on few 2 hours until finally I stated, I came here for the deal we discussed, if that's not going to happen, then I'll go to a different dealership. They finally relented and I got the deal I came for. 

4 months later I picked up a call from a number I didn't recognize, which I seldom do because it's usually a pre-recorded message about switching health insurance or some other telemarketer. To my surprise it was Hyundai Motor Finance, telling me they were attempting to collect a debt. They stated that I had a remaining balance on my lease of ~ {$1600.00}. That number was about {$800.00} in overage miles and an additional {$800.00} from the car itself which was described as " usage or wear and tear ''. That second part was completely news to me, the mileage amount I was aware of, but had been told was going to be taken care. The dealership did in fact make my final lease payment, but nothing more. HMF also informed me that they actually are not the same company as the dealerships, those are independent franchises and they can't communicate with them to sort this out. I have been unable to get in touch with anyone at the dealership, I'm just leaving messages and not receiving calls back. Earlier this week, HMF reported me to all 3 credit bureaus and dropped my credit score by 50 points. In my 16 years of having credit, I have never missed a payment. Not once. My credit reports literally show 99 % positive payment record with this 1 negative mark. HMF refuses to do anything about both of these dealerships being fraudulent in their dealings, they just tell me I have to get it handled myself. The dealership doesn't seem to care, they have no incentive to help me and I have no protection between these two entities. I'm hoping someone at this agency can help me. In addition to the negative credit reporting, they also pulled my credit 4 times when I purchased 1 vehicle. The first dealership claimed that they had to do a credit check as well as Hyundai Motor Finance AND Hyundai America, which didn't make sense at all. Then when I went to the second dealership, they pulled my credit AGAIN and refused to take the first credit report from a different Hyundai, even though it was only 2 days prior and I brought it with me. All totaled Hyundai has really harmed my credit, which is negatively impacting my ability to do anything, I'm afraid what's going to happen when my lease is up soon if I'll be able to rent an apartment or qualify for anything like that. I need help.

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