Consumer complaint received 2026-03-06 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Excess mileage, damage, or wear fees, or other problem after the lease is finished
Company: VW Credit
State: MI

Complaint narrative:
CFPB Complaint Narrative Volkswagen XXXX XXXX Account : XXXX Vehicle : XXXX XXXX XXXX XXXX : XXXX XXXX I am submitting this complaint regarding a disputed lease-end charge issued by Volkswagen XXXX XXXX after the return of my leased XXXX XXXX XXXX. At the end of the lease, I received a turn-in settlement invoice that included a charge of {$1000.00} related to alleged excessive tire wear. I reviewed the inspection report and immediately addressed the issue before the vehicle return process was finalized. At that time, I was informed that the XXXX XXXX and XXXX XXXX tires required replacement. In order to ensure full compliance with safety requirements, mechanical integrity, and lease obligations, I replaced all XXXX tires and retained documentation confirming the replacement. The replacement tires met the required specifications and were installed in matched pairs with equivalent wear, appropriate speed ratings, and performance characteristics suitable for the vehicle. This information, along with the replacement invoice, was submitted to Volkswagen XXXX XXXX through the repair receipt submission process. On XX/XX/XXXX, I paid the undisputed portion of the lease-end invoice in good faith and formally disputed the remaining tire charge. At that time, I submitted the replacement invoice and supporting documentation and requested written clarification regarding the alleged non-compliance. Despite multiple written requests through the Volkswagen XXXX XXXX message center, I did not receive any written explanation identifying the contractual basis for maintaining the charge. Instead, I received repeated automated responses instructing me to contact the Recovery Department by phone. During this period, I also received an updated invoice dated XX/XX/XXXX. This invoice again included previously disputed items and reduced the disputed Excess Wear & Tear amount to {$610.00} without providing any explanation or justification for the change. Shortly afterward, I received a Final Notice Statement threatening collection activity even though the balance remained formally disputed and supporting documentation had already been submitted. When I attempted to contact Volkswagen XXXX XXXX by phone using the number provided in the notice, the automated system initially routed only to payment options and did not provide a clear way to speak with a representative regarding the dispute. On my final call with XXXX XXXX XXXX, I spoke with a supervisor who reviewed the account while I was on the phone. XXXX XXXX XXXX changed its explanation for the charge over time, first relying on original tread-depth findings and later asserting that the replacement tires were unacceptable because of brand and speed-rating differences on an XXXX vehicle. General tire-safety guidance focuses on approved size, OEM-equivalent or better load/speed rating, and matched rolling characteristics, not a blanket rule that all XXXX tires on every XXXX vehicle must be identical in brand. XXXX has not provided me with a clear written contractual or technical analysis supporting its conclusion. This explanation conflicts with the lease agreement language. The contract specifies that replacement parts must be original equipment manufacturer parts or parts of equal quality and performance. The contract does not state that all XXXX tires must be identical in brand or model. The replacement tires were installed in matched pairs and met the required performance and speed specifications. During the call, I requested either confirmation that the disputed charge would be removed or a written determination explaining the contractual basis for maintaining the charge. The supervisor stated that Volkswagen XXXX XXXX would not remove the charge and did not provide any written explanation. As a result, Volkswagen XXXX XXXX has continued collection activity on a balance that has been formally disputed while failing to provide a clear written explanation of the contractual basis for the charge despite multiple requests. I respectfully request that the Consumer Financial Protection Bureau review this matter and require Volkswagen XXXX XXXX to provide a formal written determination regarding the dispute and suspend collection activity while the dispute is being investigated. I also request review of whether Volkswagen XXXX XXXX handling of this dispute and continued collection activity without providing written clarification complies with consumer protection requirements. Timeline Summary Lease-end invoice received including tire wear charge Tires replaced and documentation provided Undisputed amount paid on XX/XX/XXXX Formal dispute submitted with supporting documentation Multiple written requests for clarification sent Updated invoice issued without explanation Final notice threatening collection activity issued during active dispute Supervisor call confirmed refusal to remove charge without written determination I am requesting that Volkswagen XXXX XXXX XXXX XXXX proper review of the documentation provided and resolve the disputed charge accordingly.

Company response to consumer: Closed with explanation