Consumer complaint received 2020-02-06 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: Fusion Auto Finance
State: NJ

Complaint narrative:
Terrible customer service. Never able to get thru in their phone numbers, never a resolution. When I leased I was never aware that a third party was involved since I only received correspondences/bills from XXXX  ( bank ). Wish I would had known because the involvement of Fusion is a nightmare. The issue is that I returned a XXXX XXXX XXXX in perfect condition to XXXX XXXX  dealer ( NJ ) on XX/XX/XXXX and leased a new XXXX XXXX. I was told by the dealership agent that since I was leaving with a new leased car I should not be charged with dispositions fee. Also was given a lease return document in which the boxes of no damage, vehicle abuse nor missing equipment were checked. The damage description section had nothing major to be checked. To my surprise I received a bill from Fusion for {$1800.00}. IT IS UNBELIEVABLE!!!! Reading previous reviews this seems to be Fusion practice. First of all, I have leased for over 15 years directly with the Motor Finance companies of XXXX, XXXX, XXXX and XXXX ; unfortunately in this particular lease my contract was handle by Fusion, and is the first time something like that happens. I was never sent information on lease end 90 days before, as they claim in their website that they do ; neither was I aware that I needed to return vehicle to a different place other than to the dealer as I had done with all my previous cars. Was never told that by the finance manager or sales person at XXXX XXXX either. I was also told though that if you lease a new vehicle you do have up to certain amount on wear and tear excess that is covered. MORE TO MY SURPRISE, I am also being charged for 5 dents in the roof of the truck which I adamantly dispute {$300.00} because that vehicle never had any collision or damage at the roof, it was probably when they transported it. Also, if a highly recognized insurance company approved of a repair of the bumper and had their inspector check it, then pay auto reputable body shop directly for their job ; how can a Fusion inspector claim that it was poorly repair and now charge me? I also dispute that charge of {$280.00}. In addition I am disputing {$300.00} for cleaning of the pick up bed from paint as they claim ; it might have been dirty but that is an excessive charge. At the beginning of the lease I added and extra pick up bed cover/side steps which I left on, as well as an alarm system for which I paid extra ; out of the 30,000 miles allowance I only drove XXXX ; in consequence they should then give me a credit for that instead. Reading and following up on previous reviews as well as complaints, it seems to be a very consistent pattern of Fusion to overcharge on vehicles that are returned in good condition. Complaints in XXXX, XXXX  as well as other sites are all in agreement of the Fusion overcharging scam. Independent body shops in the area told me that the repair cost are much less than what Fusion is charging. 
XXXX XXXX Lease end invoice # XXXX for {$1800.00} XXXX XXXX XXXX/Fusion Auto Finance dated XX/XX/XXXX. 
XXXX XXXX XXXX, vin XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation