Consumer complaint received 2025-05-13 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Billing problem
Company: Mercedes Benz Financial Services
State: FL

Complaint narrative:
Summary : On XX/XX/XXXX, I, XXXX XXXX, XXXX of XXXX, XXXX ( Customer No. XXXX ), turned in my 2022 Mercedes Benz GLE350 4WD 4D ( VIN : XXXX, Agreement No. XXXX ) at Mercedes Benz of South OrlandoXXXX XXXX XXXX XXXX XXXX XXXX and signed a new lease agreement for a XXXX Mercedes Benz GLC300 W4 ( XXXX : XXXX, Agreement No. XXXX ). 

The original and legal payoff, signed by both parties on XX/XX/XXXX, was {$46000.00}. Without my knowledge or authorization, the dealership created and transmitted to Mercedes-Benz Financial Services ( MBFS ) a modified and fraudulent payoff document that they altered on XX/XX/XXXX, for {$44000.00}, a difference of {$1300.00} that was improperly retained by the dealership. This alteration was detected by us, we called MBFS and it was confirmed by two phone calls in which MBFS informed us of the existence of two payoffs ( which is illegal, one original dated XX/XX/XXXX and a second falsified XXXX altered on XX/XX/XXXX ) ; the calls were attended by XXXX XXXX and XXXX XXXX from MBFS on XX/XX/XXXX and XX/XX/XXXX. 

I never signed, authorized, or received a copy of that modified document. I formally requested on two occasions by phone, two occasions by email, and two letters by certified mail ( on XX/XX/XXXX and XX/XX/XXXX ) all the altered documentation and an explanation. To date, I have not received the requested documents nor a satisfactory explanation. 

A reimbursement check for {$1300.00} was only issued after, through calls and emails, I discovered and reported the existence of two payoff documents ( one original and one falsified ). I have not cashed this check, nor do I accept it as resolution of my claim. 

On XX/XX/XXXX, XXXX XXXX ( ID XXXX ) at MBFS verbally confirmed that MBFS will not rescind the lease agreement, even with full knowledge of the fraudulent and altered documents.

The deadlines given by us through 2 communications sent by certified mail and 4 emails and 6 phone calls.

Both entities are involved in an illegal act that directly affects us : 1. The dealership, Mercedes Benz of South Orlando/XXXX XXXX XXXX XXXX XXXX XXXX altered ( falsified ) the contract and lease agreement documents without our consent or knowledge, illegally, five days after the contract was signed. They fraudulently retained money that does not belong to them, as a consequence of the balance in our favor in the payoff from the settlement transaction of the previous lease and the new lease.

2. For its part, Mercedes-Benz Financial services USA , LLC ( MBFS ) is involved by receiving and accepting an illegal contract. Despite being aware that the contract received from the dealership is fraudulent, they refuse to rescind it as requested by us, illegally forcing us to pay and keeping us tied to a fraudulent contract.

How is it possible that the Mercedes-Benz of South Orlando/XXXX XXXX XXXX XXXX dealership sends another contract, false, adulterated, falsified, and misappropriates my money, a lot or a little money, it doesn't matter, it's equally fraud, a theft. But, additionally, Mercedes-Benz Financial Services USA LLC , which seems like a superior institution that should audit dealerships to ensure they have good practices, MBFS decides not to send me a copy of my contract, with which it intends to keep me tied, regardless of the fact that this contract is fraudulent and illegal. Isn't it my right in the first place to have a copy of the contract for which I am paying correctly each month? How is it possible that MBFS refuses to terminate my contract that it knows is adulterated, false, fraudulent, illegal? Both institutions are a disgrace.

Company response to consumer: Closed with explanation