Consumer complaint received 2025-07-18 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: AMERICAN HONDA FINANCE CORP
State: CO

Complaint narrative:
I have been stranded in Hawaii since XX/XX/2025, due to Honda Financial Services ongoing failure to issue a lien authorization letter required to ship my leased vehicle back to the mainland United States. As of XX/XX/2025, I have not received the letter, nor have I been given a clear explanation for the delay. This has caused me substantial financial hardship and has now jeopardized my employment. 

Over the past 11 days, I have contacted Honda Financial Services every single day. Unfortunately, representatives have consistently provided misleading and inconsistent information, including repeated assurances that a supervisor would review my caseyet no supervisor has ever contacted me. 

Honda is requesting a personalized letter from my insurance provider, XXXX, confirming that my vehicle is covered for overseas transport. I have confirmed with XXXX on XXXX separate occasions that such a custom letter can not be provided, as the relevant language is already included in their general policy declaration, which applies to all policyholders. I have submitted that document, with the relevant section highlighted, and forwarded it to XXXX multiple times. Despite this, my request remains unprocessed, and I have received no explanation as to why the documentation is allegedly unacceptable. 

As a result of this delay, I have incurred significant out-of-pocket expenses, including : Hotel stays ranging from {$150.00} {$250.00} per night Parking fees ranging from {$37.00} {$52.00} per night The logistical burden of moving hotels XXXX times, along with all of my belongings and vehicle More critically, I am set to begin a new employment contract next Thursday in XXXX XXXX, and this delay is actively preventing me from returning in time. My recruiting agency is unable to schedule my pre-employment lab work and XXXX XXXX  in Hawaii due to cost center limitations, which further jeopardizes my start date. The potential loss of this job opportunity represents a serious financial and professional setback. 

Each time XXXX contact XXXX, I am placed into a XXXX holding pattern, after which no one calls back. I am given the same scripted response : We need the correct documents, yet no one can explain what specifically is wrong with what Ive provideddespite the fact that all forms came directly from XXXX. 

I have done everything in my power to comply, including submitting all requested documentation and requesting escalation via email. However, the lack of response, accountability, and oversight has left me with no resolution, and the office is now closed for the weekend, forcing me to remain in Hawaii for at least XXXX more nights at considerable personal expense. 

At this point, I am left with XXXX unacceptable options : Abandoning my vehicle on the island and flying to California without it to avoid missing work. 

Attempting to sell the leased vehicle at a loss simply to escape the financial burden and ongoing hardship. 

This situation reflects gross negligence, mismanagement, and a systemic failure in Honda Financials internal processes. I am requesting immediate intervention from the Consumer Financial Protection Bureau to help bring resolution to this matter, which has now escalated into a serious case of consumer harm.

Company response to consumer: Closed with explanation