Consumer complaint received 2023-06-10
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: NY
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Problem with fees charged

Complaint:
On XX/XX/2023, we signed a lease for a new vehicle with Nissan of XXXX XXXX, NJ. When we reviewed the lease at home, we recalculated the numbers and realized we had been overcharged by {$1200.00}, likely because they are adding our cash down payment of {$1000.00} in two sections instead of one. As of the date of this letter, the dealership has not sent us our license plates either and seems to be withholding them until we pay the incorrect amount, despite our having informed them of our disagreement in writing The agreement we made with the sales manager, XXXX XXXX, was that at signing we would pay a {$1000.00} cash down payment plus taxes and fees and our first months payment ( {$420.00} ). As shown on the attached Lease and payment receipts, in Section 7, the Itemization of Gross Capitalized Cost, the Sales Tax ( {$1300.00} ), Title, License, and Registration ( {$360.00} ), Acquisition Fee ( {$690.00} ), and Documentation Fee ( {$690.00} ) amount to {$3100.00} in taxes and fees. However, the amount written in Estimated Fees and Taxes in Section 9 of the Lease is {$4300.00}, which shows that the dealership included our {$1000.00} down payment as part of the Taxes and Fees of Section 9 plus an unjustified {$240.00}. If we add our down payment of {$1000.00}, the total of taxes and fees of {$3100.00}, and the first months payment of {$420.00}, the total that we should have paid at signing is {$4500.00}. Instead, the dealership charged us {$5800.00} in two parts, a credit card payment of {$3900.00} and a personal check in the amount of {$1900.00}. The difference between {$5800.00} ( what they charged us ) and {$4500.00} ( what they should have charged us ) is {$1200.00}, the amount we have been overcharged. 

Since XX/XX/2023, we have repeatedly tried to reach the sales manager, the salesperson, and the finance person by phone, email, and text message, but we did not hear back. Therefore, we put a stop on the personal check of {$1900.00} ( but not the credit card payment ) until we could resolve the overpayment. One of the times we called, we succeeded in speaking to the finance person, XXXX XXXX. She told us that she could not explain the discrepancies because she does not have the papers in front of her and the papers are not in the office. We asked that she check the papers and contact us but we never heard back. 

On XX/XX/2023, we contacted Nissan of XXXX XXXX and spoke to XXXX, and at her instruction, forwarded to Nissans lease department the emails we had sent to the dealership. Nissan told us that, although it sees that the numbers do not add up as we described, Nissan has nothing to do with the issue and it is in the hands of the dealership. Meanwhile, we were contacted by people who identified themselves as agents of XXXX XXXX and said they were hired by Nissan to process their checks and payments for them. We spoke to and texted with XXXX with the case number XXXX, and we sent them all the documents and emails to the provided email address, XXXX. On XX/XX/2023, we spoke to XXXX at XXXX XXXX XXXX XXXX XXXX XXXX ), who told us that he sees the discrepancies on the lease and the payments. However, he threatened us that either we resolve the issue with the dealership in six days or he would report us to a collection agency in a way that is going to badly affect our credit. He was extremely pressing and bullying. 

After contacting the dealership again, on XX/XX/2023, we received an email from the sales manager, XXXX XXXX, who asked us to speak by phone, which we did the next day. We explained the discrepancies, and inquired about the plates. XXXX XXXX affirmed that something seems to have gone wrong in the calculations and promised us that he would review them and reply to us by email in 2 to 3 hours with a resolution and with information about our plates. We did not hear back. We sent another email to follow up, still did not hear back, and then we called him. He assured us that he would get back to us last night but he did not. We informed him by text message that we are planning on submitting this complaint if we did not hear from him by the morning of XX/XX/2023. 

XXXX XXXX XXXX, XXXX. 
XXXX XXXXXXXX XXXX

Company response to consumer: Closed with explanation