Consumer complaint received 2020-02-07 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: General Motors Financial Company, Inc.
State: FL

Complaint narrative:
I am a woman in my XXXX. After 2 XXXX XXXX, I am having a very hard time dealing with the stress of this situation. 

I leased a XXXX XXXX from GMC Financial, and paid the entire lease up front. The vehicle was to be returned mid XX/XX/XXXX. 

GMC informed me that before I returned the vehicle, I would have the option to do an end of lease inspection at my home. They stated that the inspector would go over the truck, and list any issues with the vehicle and I would have a chance to remedy any damage before turning the vehicle in. I opted to go that route, and an inspector was scheduled to come out. 

The inspector they sent was horrible. He listed caked on mud as Excessive wear and tear. I assume he was extremely inexperienced, because it was obviously mud, and you could literally scratch it off with your fingernail! 

Extremely upset. I phoned GMC to complain. They instructed me to take the vehicle to a local car wash and have it cleaned. They told me to take photos of the areas once it was clean, and stated that GMC would update the records when they inspected the vehicle after we turned it in. 

I took the vehicle to a local car wash. They waxed it. Every bit of excessive wear and tear ( DIRT! ) came off. We took photos of the vehicle, and returned it to GMC on XX/XX/XXXX. 

Soon after, I received a final bill. To my dismay, the final bill included charges for excessive wear and tear damage! I could not believe it! There was never any damage to the vehicle to begin with, and we followed every step they requested from us! 

Again, I contacted GMC Lease End Customer Service. I explained the situation. The agent stated that they would contact me. No one ever did. 

After repeated attempts, I finally spoke with XXXX ( Employee number XXXX ) on Thursday XX/XX/XXXX. She stated that she would personally put in a request to have the non-existent wear and tear removed, and that she or someone else would get back to me. I never heard back from anyone. 

Again, I reached out to GMC. I discovered that they did actually remove the charge for excessive wear and tear ( of course they did! It never existed! ). At that point I requested a final bill. I also requested a letter stating that the excessive wear and tear was removed from my balance, and that I did not owe them anything for it. No updated bill was ever sent. No letter stating that the excessive wear and tear was removed was ever sent either. 

I requested a final bill and letter multiple times. I never received anything. To this day, XX/XX/XXXX I have still never received a final adjusted bill or a letter either. GMC did however report me to the credit bureaus and ruined my credit! 

Furious, I phoned GMC again! I spoke with XXXX ( Employee number XXXX ). She apologized and stated that this should not have happened, and that they would contact the credit bureaus and fix it immediately. She stated that she would call me back. She never did. 

Today, Friday XX/XX/XXXX, I spoke with GMC once again. This time a supervisor named XXXX ( Employee ID XXXX ). I explained the situation. He apologized for the ordeal, and stated that an adjusted payoff letter would be sent to me. He said he would also contact the credit reporting agencies and let them know that GMC was at fault, and request it be removed from credit. He stated that he could not send me anything in writing that says that I do not owe them for excessive wear tear. 

This has been an absolutely terrible experience. As I mentioned, I am in my XXXX, and after 2 XXXX XXXX, I am having a very hard time dealing with this terrible situation. They have wasted much of my time, and they have ruined my almost perfect credit score ( over 800 ) for no reason! This lowered my credit score by over 100 points! I will now have trouble refinancing my home and even buying a new phone. 

-I need a letter stating that I do not owe them for excessive wear and tear. 
-I need them to fix my credit, and remove the negative remarks on it since it was their error! 

Please help me.

Company response to consumer: Closed with explanation