Consumer complaint received 2020-08-13
Company: Fusion Auto Finance
State: NY
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem extending the lease

Complaint:
I had a four year lease with Fusion Auto Finance that was completed on XX/XX/2020. On XX/XX/2020 I contacted Fusion and asked if they offer any extensions. I was told yes. The maximum extension without a re-lease is a month to month payment not to exceed six months. If I were to extend pass the six month period, I'd automatically have to lease for one year and/or buy the vehicle. I was told in order to do so, I have to call before the lease termination date and agree to my option of choice in which I did on XX/XX/2020. I was again told the same information as to how each option functioned and differed. I agreed to the " month to month '' option, told the necessary paperwork will be processed and to call back on the following Monday- XX/XX/2020 to make a payment over the phone in which was done. I confirmed that I will be doing the same next month. I called to pay today, XX/XX/2020 and was told that I have to " return the vehicle in two weeks, by the end of the month '' and that they are " no longer doing extensions which is determined case by case. '' I was only asked of how many miles are on my vehicle and told I can not extend, I have three weekends to purchase another vehicle. I asked how could this be as I was told and confirmed with multiple times that I have an extension of up to six months directly with Fusion without a contractual one year lease? The response was that it's not contractual on their end to give me an extension, it's direct orders from the CEO 's and they just have to enforce it, I don't qualify for the extension, the rate will be to high if I re-lease, it was a kind gesture on their part to do because of Covid-19 and I have a curteous grace period of two weeks to purchase a new vehicle, the dealerships are open. I claimed this was irrational, unfair, poor customer service and a hardship on my end as well as their customers especially with the short notice. I spoke to this same individual ( who has been helping me throughout, since last year ), and told him you were clear with me as to how this worked and nothing had to do with Covid. I  called him back about a hour later and asked to speak with a manager to escalate a complaint. A friend of mine whom is knowledgeable and well versed in finance/contracts was on this call, I stated so, and gave permission for him to ask questions pertaining to the issue and my account. The tone then changed, the individual was short, quick to do away with, then says his manager will tell us the same thing he did and won't talk with him because he is not on the contract. We were then transferred to the manager and he offered only one month to keep the vehicle, I would have to pay for that month and then return. No more or less- he " can't do anything for me and it's not contractual to do anything, nor deliver on what was said to me. The company is losing a lot of money and needs the vehicles back. It was a gesture for the pandemic at hand extended to their customers. '' Although, that was never stated in prior conversations or told that it's a possibility to retract, nor was I under the impression that my verbal acceptance of the month to month extension wasn't contractual.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation