Consumer complaint received 2019-11-22
Company: General Motors Financial Company, Inc.
State: IL
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Termination fees or other problem when ending the lease early

Complaint:
We leased a XXXX XXXX XXXX late XXXX XX/XX/XXXX from XXXX XXXX XXXX. Within two weeks the car was in for service due to electrical issues and tire pressure issues. Within a week after that the car was in for the drivers seat moving and squeaking when driving. The continuation of problems continued to occur throughout the lease. Throughout our 2 years of leasing the vehicle the car was at the dealer over 15 times for numerous electrical and system issues. Nearing the 2 year mark the issue seemed to become more frequent and we were to the point where we were not comfortable driving the car any distance due to the numerous error messages, we were receiving around electrical and camera systems. In late XXXX early XXXX of XXXX we stopped into XXXX XXXX  XXXX and shared our experience with the staff on the overall health of the car. They recommended that we contact XXXX as they suspected this car had larger issues and that XXXX would take care of the issue. Unfortunately, through numerous calls to XXXX, GM financial, and the dealership we received feedback that they can not help us and that we would need to speak to one of the other entities ( ie. When talking to XXXX they would say we need to talk with GM financial, when talking with GM financial they would say we need to talk to the dealership, when talking to the dealership we would be told we need to talk with XXXX ). After two weeks of this run around we provided the attached letter when we dropped off our vehicle at XXXX XXXX   XXXX with a summary of our experience, a letter outlining our expectations and they recommended we continue to call XXXX. 

For the next month and a half, we continued to try to work with GM/XXXX  and requested to speak to a manager to help talk through a possible resolution due to the significant quality issues of the car. As you are aware when requesting to speak to management, they state it could take up to 72 hours to receive a call, numerous times I had to wait over 72 hours to get a call unfortunately no action was taken to talk through possible resolutions. After receiving our bill dated XX/XX/XXXX for {$3500.00}, we reached out GM financial and had a good conversation with a rep. They stated they were very sorry for the experience and that we needed to work directly with XXXX XXXX XXXXXXXX. They then stated they would note this conversation so that it there would be no action taken on our account. At this time, we were able to make contact with XXXX XXXX at XXXX XXXX XXXX who was very empathic to our issue and said he would work with us due to the numerous issues. We have continued to reach out to him for updates and also provides update to GM financial that we were working with the XXXX XXXX XXXXXXXX to find a resolution. On Tuesday, XX/XX/XXXX I was contacted by our financial advisor as we are working through a mortgage refinance that we had a negative hit on our credit and through more review found out that GM financial had sent our bill to collections and attached to our credit report. This event had an approximately 200 point impact on our credit, historically we had a mid XXXX and due to this addition to our credit report it moved us to XXXX. I reached out to GM financial immediately to discuss this issue and the rep validated that they did indeed see the notes in the system that we were trying to work through this. I requested to speak to someone who could discuss the overall problem plus fix my credit issue and they committed I would receive a call within 72 hours. I shared with them I would appreciate a call sooner as this has serious implications on numerous aspects of our financial health. I sit here today over 72 hours after my call to GM financial and have not received a call back. I would also mention that we reached out to XXXX again at XXXX XXXX   XXXX who communicated this was great timing as the GM financial rep for the dealership was going to be there that day ( XX/XX/XXXX ) and he would discuss. We are still waiting for an update on that conversation. 

In short, our disappointment began with the quality of our XXXX lease and the significant inconvenience and safety of owning this car however now it has been escalated due to the customer experience issues we have received throughout this process. The cherry on top was the addition of sending this to credit with no notification and a commitment from GM financial that this was notated, and no action would be taken. 
My husband and I are successful, honest people that manage our business matters seriously. We could not be more disappointed in the quality and service related to the XXXX experience and the overall customer service we have received to try to work through a resolution. 
I would appreciate a call from someone that can discuss the holistic solution and a possible resolution.

Company response to consumer: Closed with non-monetary relief