Consumer complaint received 2024-07-22 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Termination fees or other problem when ending the lease early
Company: General Motors Financial Company, Inc.
State: MI

Complaint narrative:
On XX/XX/year> I traded in a XXXX XXXX XXXX, it was an early trade in I worked out with XXXX  XXXX because the XXXX was in and out of the shop since I bought it with an undiagnosable problem and multiple other issues and I didn't feel safe driving it. The dash frizzed the whole years and 3 months I had it and they refused to fix it and when they did finally get the part, it didn't fix it and the problem continued and GM continued to do nothing. Over the year and 3 months I had the XXXX, the first issue being only days after I got it, the dash was often broken which left me without navigation or anything but would also drain the car battery, the transmission went out, the rear view camera would often not work, multiple sensors that are to last XXXX miles went out plus many other things I was told GM wouldn't fix unless it was doing the problem all the time. I was told by XXXX  XXXX that I would not pay for any of it and that there would be no further charges. I made it very clear in my emails that if it was going to cost me anything, I would not be moving forward with the new lease, and would keep the rental from gm until they figured out the XXXX. I left thinking I was 100 % done with that car. 

On XX/XX/year> I get a notification that I have a delinquent account from XXXX, so I get up to check and learn my identity had been stolen. While looking at my credit report I see a GM Financial account that was in the red with {$590.00} to be exact, the account number reflecting that {$590.00} matched up to my XXXX lease account number. The following day ( XX/XX/year> ) while making calls about my credit and trying to figure out what was going on with that first, I get a call from GM Financials collections department ( XXXX ). That man is stating that I owe them {$590.00} and that its on my credit already. I asked why they didn't send me a bill and he claims they did, however I never received said bill. I stated and maintained XXXX  XXXX was taking care of any remaining balance because I was told I wouldn't have to pay anything. I text an associate at XXXX  XXXX and they recommend for me to ask GM Financial what the bill was for. Upon my first inquiry GMF said it was for residual value. I go back and forth with XXXX XXXX and end up calling back the same number at GM Financials collections department whom called me previously ( XXXX ) and say I need to know exactly how they can charge that, not send a bill, and just add it to my credit. She then told me the charge wasn't for residual value but it was for excessive wear and tear. When I asked how that happened on a car I could barely drive, that's when she explains they are charging for incorrectly sized tires. XXXX  XXXX or myself never touched the tires ( which we have verified work history to substantiate ). GM Financial maintained the charge was correct and I would have to pay off the {$590.00} balance. 

I go back and forth with XXXX  XXXX as Im not paying for tires, when the exact tires on the XXXX at turn in are the same exact tires which GM installed during production of the car. I was also told by XXXX XXXX that I wasn't going to have to pay anything. XXXX  XXXX were also quite confused, and asked me to call GMF back and get the specifics on the tires and charges. I then call back on XX/XX/year> ( XXXX ) and demand an itemized list of what exactly I'm being charged for as far as the excessive wear and tear. It's then the lady who I was speaking with says I'm not being charged for the excessive wear and tear, only residual value, she then does calculations verbally to make up whatever total she wanted to make sense. She goes on to tell myself and my boyfriend ( whom was present for this conversation ) that she's looking at the inspection report and that I'm LUCKY that they aren't charging me for the wear and tear because this bill couldve been a {$2000.00} charge IF they were billing me for the wrong size tires, however she went on to vehemently assert they were only billing for the residual value, and NOT TIRES. My boyfriend needed an explanation from her as to how they were able to change the signed legally binding lease agreements end of term value of the XXXX, and she went on to assert its written in the lease agreement that GMF can. He demanded to see where its explicitly stated that GMF can change this Closed end lease agreement to an Open ended lease agreement upon turn in of the vehicle, and she claimed that shed email us that proof, however weve still yet to receive any documents to substantiate her claim. I again demanded to see an itemized copy of what they were billing me for because 1. Its on my account and youre charging me, and 2. The issues Ive had with the car from day 1 and I wanted to know exactly what else was wrong on the vehicle. She tries to say she can't send me any itemized report of the cost breakdown, and I said if it's attached to my account and youre billing me for this balance, you need to provide some proof. She eventually gives me a website where I can retrieve the report, and we hang up. 

I couldn't go to look at it right away, but upon viewing the inspection report, on page 3, it says total billable is {$940.00} to install the correct tires- not over {$2000.00} like she tried to state on the phone previously. Her " little embellishment '' of the charges made things so much worse because of the constant struggle I had with that car and made it appear like there was A LOT more going on than what actually was. 

But in all this ... turns out after a week of stress and crying, that GM Financial did confirm the charges were erroneous. Their story has now changed AGAIN that the inspector selected the wrong size tires for the XXXX in his report, which triggered them to bill me the {$590.00}. 

We still do not know specifically or believe GMF as to what the {$590.00} charges ( the math doesnt add up ) were pertaining to as weve been lied to by several employees there and do not trust the information theyve provided. They also never provided an actual itemized breakdown to substantiate any claims. We also never received any insight into how they were able to nonchalantly add the balance onto my closed lease contract with no notice given. I request that further action be taken against GM Financial ; not just for the distress and headache they caused me, but to prevent any incidents like this occurring to anyone else in the future.. 

Through my interaction with them through the XXXX  they still refuse to give me the following : -An explanation of where in the lease it says you can add an amount onto my lease. To be VERY clear, I want the specific section where it says you can do that in the lease, not the whole lease. 
-Itemized breakdown of the charges that makes up the {$1700.00} that they claim are tires. Nothing they have sent me even relates it to tires, just says final balance or similar, but they did send me a document that says its residual value which is exactly {$1700.00} and was also told this by one of their reps. 
-An itemized list of what the {$1100.00} credits they are claiming were taken out of the {$1700.00} to make the {$590.00} tire balance. I paid nothing on that account after the trade in and XXXX XXXX payment is accounted for. 
-Per the Account Payment History WHY was there a {$1400.00} charge added to my account over two months after my vehicle turn in? 
-I want that {$1400.00} itemized as well because that number pops up no where in any of the other documents and is not related to any charges Ive seen or been told about.

Company response to consumer: Closed with explanation