I traded in a lease vehicle and purchased another. I was not advised about the lease return process and I have incurred $948 in charges from the bank.
This is my second purchase and it was awful.
On 5/19, I worked with Benjamin ****** to trade in a 2013 GMC Acadia and buy a 2015 Expedition. Benjamin assured me that he and Autoflex would handle the whole transaction and I would be safe and taken care of. He did help me get two repairs made on the GMC and then took possession of the GMC after the repairs were made.
I had to rent a car because the Expedition was in Houston and would be shipped the next day, according to Autoflex. I returned the rental on 5/23 because that is when I was told the Expedition would be delivered, but I found out later that day that it wasn't and was without a vehicle to get home and work the next day. After several exchanges, Ben was able to bring me a car, but it was a stressful and terrible experience.
On 5/24 the Expedition was delivered to Autoflex and the stressful process of having it delivered to me, as advertised, began. Ben was rude and discourteous this whole time and seemed very put out that I wanted my new car that I just spent thousands of dollars on. I had to reschedule several business meetings on the 24th because Ben didn't bring the Expedition to me until late afternoon. The Expedition did not have a second key and floor mats, which we were sold, and we still don't have them despite Ben's promises to get them ordered. Now Ben is telling me that I have to bring the Expedition to Autoflex to get a key made. This was never explained in the beginning.
On 5/25, Benjamin emailed me that the GMC was repaired and asked me to contact the bank to return the vehicle. I told him I didn't know the phone number and he responded that he didn't even know which bank it was. I had to dig through my records and find a phone number and contact them to handle this process, which was not was I was told at the beginning of the sales process. Again, Ben was rude in his responses and still wanted me to handle the trade in portion of his job and responsibility.
5/31 Ben sends me lease return paperwork to sign, which he said was all done on our first transaction date of 5/19. I send him the signed paperwork on 6/1.
6/13, we receive a late payment notice from US Bank because Autoflex had not sent in the payoff for the GMC. Now my credit is being affected by Autoflex not holding up their part of the transaction. US Bank has no record that I traded in this vehicle and they don't have any payoff information from Autoflex. I contact Ben and he scrambles to get US Bank proof that a payment was sent but is unable to provide me any evidence that a payment was made. I contact US Bank and they finally confirm that a payment was received. Again, a huge amount of stress and time spent on handling this transaction that was Autoflex's job.
7/12, I get an invoice from US Bank stating that I owe them $949 on the GMC. They claim that there were warning lights and tire repairs that needed to be done to make the car pass *********** Ben and I went over these details and he said that this would not be anything to worry about and I would not incur any fees or charges. This was a huge surprise and shock as I was assured I would be free and clear from this car. I contacted Ben for assistance and he refused to help me get a portion of the charges removed by faxing US Bank that the warning lights were no on when the vehicle was traded in. Ben said that his GM would not allow him to send that kind of fax.
This whole process with Autoflex has been a complete nighmare disaster. The commercials that advertise how easy it is to trade in a car with Autoflex are a lie. Once Ben and his manager competed the sale, they wanted nothing to do with me and the customer service after the sale has been terrible. I still don't have floor mats and Ben wants me to bring the Expedition to his office to get a key made. I shouldn't be out the time, gas and frustration to deal with completing this transaction. I want reimbursed the $949 and an apology.
I want reimbursed the $949 and an apology for this being such a terrible experience. I have lost business at my job, lost sleep and spent valuable time on this transaction. I was promised things that did not come true and I am still out floor mats and a second key.
Contact Name and Title: ***** *********** Partner
Contact Phone: XXX-XXX-XXXX
Contact Email: ************@autoflex.com
Mr. **** contacted us about finding him a new car. He had worked with another leasing company for two months and they hadn't been able to get him the vehicle he wanted. (See attached letter from Mr. **** dated X-XX-XXXX). We located a vehicle in Houston we hoped would work for him. When he confirmed it was what he was looking for we had it inspected for damage and arranged for shipping to our Arlington location. Mr. **** had an insurance check for collision repairs to his lease return. We assisted him in getting those repairs done at our cost through a shop we use and saved him several hundred dollars. He rented a car while we had his lease return repaired. He turned in the rental car on Monday May 23rd. We provided him a car to drive, at no charge, until the dealership in Houston could transport his new car to Autoflex on Wednesday the 25th. We provided it because he was our client and his delivery was delayed by the selling dealer. We did our best to see that he was never without transportation during the entire transaction.
When the repairs were completed on the lease return we noticed the tires on the vehicle were badly worn and the check engine light was on. Benjamin, our Leasing Specialist, told him that the bank would bill him for those items if unrepaired and asked if he wanted us to get tires and have the light checked out, at our cost, so he wouldn't be billed by the lessor. Mr. **** said he didn't intend to spend any more money on his lease return. He asked Benjamin to tell the bank that the check engine light was not on when he dropped off the car. Benjamin told him that we wouldn't misrepresent the condition to the bank. His assertions that we told him he didn't need to worry about the condition of his lease return are untrue.
Mr. ****'s new car did arrive without mats and a second key. It took a few days but we were able to get mats for Mr. ****. We are waiting for him bring the car by so we can have his second key coded for his car. Ford requires that the car be brought to one of their service departments to do that work. We will pick up Mr. ****'s new car and provide Mr. **** a free loaner car whenever he wants to get the second key.
We didn't lease the car to Mr. **** that he turned in when he got a new car from us. In his complaint he seemed perturbed we didn't have the banks contact information. Had we leased it to him, we would have explained the end of term condition requirements, as they were written in the contract he signed. We did send the remaining payments to the bank on Mr. ****'s lease return and his account was credited without any negative reports on his credit bureau.
In the letter Mr. **** wrote to Benjamin during the process of getting his new car he said he was very pleased with the process. Autoflex Leasing and its representatives did everything we could to make Mr. **** happy. We'll be glad to help him with anything we can on his new car. We are not responsible for the bill he got because of the condition of his lease return.
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response. I understand that you are going to support and back your employee, but several things in Benjamin's response are not accurate.
I was told that as my representative on this new purchase, Autoflex and Benjamin would handle everything on my trade in and that I would have nothing to worry about.
I was not told that the tires where in such bad condition that I would be billed full price for new tires. The conversation was that the tires looked a little low on tread but there were no bald spots and it would be fine. Again I was told I had nothing to worry about and I was never offered to have anything repaired or replaced through your contacts/shops beyond the body work.
The warning light only came on sporadically and the day I brought it in, the light was not on. I had taken it to a mechanic but he couldn't get the light to come either. I was able to negotiate that part of the charges off the final bill with the bank. I did not ask for Benjamin to lie for me to the bank. I ask him that since the light was not on when I drove it to your store, if he would be able to provide a letter stating just that. I know that you have to be honest in your dealings with these financial institutions and I don't want you to lie for me. The light wasn't on when I dropped it off. Its my bad luck that the light came back on when the inspection was performed.
You state in your response that you would have been happy to explain the lease return requirements if I had leased the car from you, so why could you not take a few minutes and explain them anyway since I am now one of your customers? That is just poor customer service and a true representation of your attitude toward your customers. You are only interested in helping if it also makes you money.
I did finally get the floor mats the week of July 11th, slightly over a few days. I can't get a clear response from Benjamin on when your key man comes to your store, and the times I have had the opportunity to bring the vehicle, the key man wasn't coming that day. It is very frustrating that I was told I would be getting a new key and that afterwards, I am told that I have to bring the vehicle to your store in order to get a new key made. I would expect that the key man could be sent to me and have the key made at my convenience rather than yours. After all, it was your mistake that there was not a second key. Benjamin has never offered to come take the car to the dealership for me. He has always put the responsibility on me to bring the car to your store so that your key man can make a new one.
I also discovered damage to the passenger **** airbag cover, and when I ask Benjamin about it, he told me "what do you expect? Its a used car. We are not going to be responsible for that." Again, don't go out of your way for your customers, especially if it doesn't pad your pockets.
At this time, I am not satisfied with Autoflex's response to put the blame all back on me. If had better understood the lease return process, I would have been happy to make the necessary repairs and save myself the expense, trouble and time that I have spent on this transaction. I would like to be reimbursed for $449, a second key made and damaged dash repaired since you offered to help me with anything on the new car.
You advertise that you are the good guys, and in the beginning, I was happy with my purchase from Benjamin. But after all the headaches and wasted time spent on the lease return, I am not satisfied. Your sales department could take just a few more minutes and advise your new customers on what the next steps are and how to make it a better process and experience. I do understand your response in protecting and standing up for your salesman, but a lot of what you put in the response is not accurate. Maybe you tell most of your new customers those things, but I was not, and now I'm paying for it.
Final Business Response
I spoke with him last evening. He's now satisfied.
***** ***********, CVLE
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr, *********** called me and offered to reimburse me for the charges incurred. He said he would be dropping a check in the mail on Thursday August 25th.
I greatly appreciate that he stepped up and tried to fix the situation. I wish it didn't have to reach this point but I'm glad he stands behind his company and is going out of his way for his customer.