Consumer complaint received 2025-12-03 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Problem with fees charged
Company: HYUNDAI CAPITAL AMERICA
State: AZ

Complaint narrative:
1 ) The date on my lease turn in wear and tear fees/turn in fees bill that I received from XXXX XXXX XXXX XX/XX/XXXX. I think I physically received it the end of that same week or beginning of the next week. I reviewed the charges as well as looked over the inspection report. I am not disputing the XX/XX/XXXX wear and tear on the 2 rear tires and them being replaced but I do want to know what brand of tire they did replace on the vehicle ( there is a large price difference between a lower end brand tire to a higher end XXXX XXXX  ) and some sort of proof that they actually did replace the 2 rear tires versus me getting charged and them never actually replacing them. XXXX due date listed on the bill is XX/XX/XXXX. 

2 ) The below is all from XX/XX/XXXX : -I made my first call to the XXXX XXXX number listed on the bill I received in the mail ( XXXX ). These calls with them are recorded ( I don't have the recordings but XXXX does ). I did not write down the name of the agent I spoke with in the recovery department but after asking for the brand of tires and proof that the work was completed, I was told multiple times by the agent that they do not know which brand of tires were put on and no proof that the work was even completed. At first I just wanted to know the brand of tires so I could do a price verification so I wasn't being grossly overchaged but after the agent told me they also have no proof the work was even completed now I want both the brand of tires and proof that the work was actually completed for my own due dilligence. After I was told this by the agent, he suggested that I call the inspection company ( XXXX  ). 
-I then called XXXX ( the third party company that did the lease end inspection for XXXX XXXX ) and they told me that they have nothing to do with costs associated with wear and tear, performing the work for the wear and tear, or any proof that the work was completed or was not completed. I forgot to write down the agents name but she told me that all their company does is perform the inspection and provides any measurements/photos to XXXX to complete the process. 
-I called the same number back to XXXX XXXX and actually spoke to the same agent as my first call but ultimately he just fed me the same lines and I asked for a supervisor. After waiting on hold for roughly 30 minutes and no supervisor answer, they disconnected the phone call. 
-I then called XXXX XXXX XXXX XXXX XXXX XXXX  directly ( who I leased the vehicle with and turned the vehicle back into ). I spoke to a service manager and was told they have no part in lease turn ins so they could not provide me with what I was requesting. I also spoke to a person in the finance department and she told me she has never even heard of this before and was not able to provide me with any answers. 
-After getting no where with XXXX XXXX XXXX I found a phone number online to the XXXX XXXX XXXX XXXX and spoke with an agent in that department. I opened up a 'case ' with XXXX XXXX provided the information I am typing here, and was told he would send this information to all the managers of XXXX XXXX XXXX I forgot to document his name. My case # that he opened up and created is case # XXXX XXXX ) The below is all from XX/XX/XXXX : -I made no phone calls to anyone as I was giving XXXX XXXX XXXX business day to receive my case report ( # XXXX ) review it and respond to me. They did not reach out to me at all on XX/XX/XXXX XXXX ) XX/XX/XXXX : -At roughly XXXX PM XXXX  XXXX, I called XXXX XXXX and was finally able to get a sales XXXX on the phone ( XXXX XXXX. I provided him the context and my case number and he said he would ask around to the different departments and call me back. He eventually did call me back and said that since this was a lease that XXXX XXXX did not end up purchasing, that the vehicle is actually XXXX XXXX 's and they wouldn't be able to provide me with any further information and I would have to resolve this with XXXX XXXX directly. I belive this to be true and don't have any fault with XXXX XXXX dealership and them not being able to provide me with the information. 
-I asked the XXXX XXXX manager for any number he may have for XXXX XXXX that I can try and he provided me with XXXX. I called this number at roughly XXXX PM XXXX  XXXX and I spoke with XXXX in the XXXX department. He stated the exact same lines as the person I spoke with XX/XX/XXXX. That they do not know which brand of tires were put on the vehicle or if they work was or was not completed. I then asked to speak with a supervisor. 
-Once I got connected to XXXX XXXX supervisor, XXXX XXXX he again told me the exact same thing as XXXX XXXX They don't know which brand of tires were put on the car or have any proof they can provide to prove if the work was or was not completed. I didn't want to go back and forth so I asked what are next steps if I want to dispute wear and tear charges and XXXX provided me with the Arbitration phone number ( XXXX ). Before I call the arbitration number, I am now here with XXXX to file a complaint and see if we can get this resolved prior to arbitration. If nothing can be resolved via this complaint, then I will be calling the arbitration number and starting that process. 


* * The ONLY reason I am even doing my due dilligence as hard as I am right now is because earlier in XXXX, I got a new key fob from a XXXX dealership and was told by a XXXX XXXX dealership that they overcharged me for that key. I don't have documentation of the conversation of that 2nd dealership telling me I was overcharged but I do have my email that I sent to dealership # 1 expressing that I did not appreciate being overcharged * * ( This key fob incident has NOTHING to do with this complaint and that was with a specific dealer, not XXXX Corporate but this is the context as to why I do not trust XXXX in any capacity to charge me appropriately and why I am asking for some sort of proof that work was actually completed for the wear and tear charges, and what brand of tires were put on so that I can personally price verify I'm not being grossly overcharged )

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