Consumer complaint received 2026-05-27 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: HYUNDAI CAPITAL AMERICA
State: FL

Complaint narrative:
I am filing a complaint regarding Genesis Finances handling of my lease-end vehicle disposition and account servicing process. For approximately three months, I have made repeated good-faith efforts to proactively resolve a damaged leased vehicle situation through Genesis Finance customer service, lease-end, recovery, reinstatement, and related departments. Despite numerous calls and escalations, I still do not have clear written information regarding the status of the vehicle, account classification, disposition process, or potential balance exposure. The vehicle was damaged in XX/XX/year> and insurance coverage was later denied due to a lapse in coverage. Since that time, I have repeatedly attempted to determine the proper lease-end disposition process, including whether the vehicle would be repaired, returned damaged at lease-end, or processed through another disposition method. Multiple inspectors were sent to the body shop during XX/XX/year>, and the vehicle was later removed from the body shop and transferred into Genesis possession/recovery status. Key concerns include : - Conflicting information from different Genesis Finance departments regarding whether the account is classified as repossession, recovery, lease-end disposition, or another status. - Failure to provide promised management/escalation callbacks despite multiple requests and scheduled callback windows. - Repeated transfers between departments, including customer service, lease-end, recovery, and reinstatement, without any single department taking ownership of the matter or providing definitive written guidance regarding next steps or account status. - Multiple inspections of the vehicle occurred during this process without resulting clarification regarding disposition status, valuation, expected charges, or next steps. - Inconsistent information regarding recovery, storage, transportation, and/or reinstatement-related charges. I was verbally advised that approximately {$6000.00} in such charges may be owed, but no written itemization or explanation has been provided. - Inability to obtain written clarification regarding whether the vehicle has been scheduled for auction, deficiency processing, or post-sale accounting. - Confusion regarding payment status despite the account previously reflecting no remaining payments due online while additional payment was later requested by phone. My lease maturity date is XX/XX/year>, and the vehicle has not yet been sold at auction. I am requesting that Genesis Finance provide clear written clarification regarding : 1. Current account and vehicle disposition status 2. Any currently assessed charges or fees 3. Whether the account is being reported as repossession to credit bureaus 4. Which department has authority over final resolution of this matter I have consistently attempted to address this matter proactively and am requesting a clear written response from a qualified escalation specialist or manager capable of reviewing the complete account history.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation