Complaints

This profile includes complaints for Fusion Auto Finance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fusion Auto Finance

  1320 Tennis Dr Bedford, TX 76022-6352

• 

  Fusion Auto Finance

  215 Daniel Street Farmingdale, NY 11735

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I leased a car through fusion. When I gave the car back, they did not file paperwork the ***** to show I no longer owned the car. The *** then fined me over $200 as an insured motorist for a car I did not have. I also could not prove this because they did not send me an end of lease agreement until May 9th (I returned the car December 31st of 2024 and they received it January 25th). They did not answer calls or emails, specifically one employee named ******* **** who I worked with before I turned the car over.

  Business Response

  Date: 06/27/2025

  Hello,

  We understand your concern regarding the fine you received from the *********************************** (***). Please note that once a lease ends, it is the responsibility of the lessee to notify the *** of the lease termination, return the license plates, and ensure that all insurance requirements are properly addressed. As the lessor, we are not required to file paperwork with the *** to indicate the end of a lease, nor do we have the authority to manage a customers insurance status or plate return.

  Sincerely,

  Fusion Auto Finance

  Customer Answer

  Date: 06/27/2025

  Complaint: 23523535
  
  I am rejecting this response because:
  
  Regards,
  
  ****** *******

  Business Response

  Date: 06/27/2025

  No reason for rejection was included. 

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I leased a car through Fusion and turned it in on 4/5/25. I requested documentation of the turn-in of the vehicle, but the employee of Fusion told the *********** that it was "not necessary". **** of Fusion said they would retrieve the car, and I would NOT be charged a fee. To date, they have not provided any record of when they picked up the car or how it was transported from the dealer to their facility (driven, towed, etc.). They did not inspect it until 4/24/25, and at the end of April, I received an invoice for $1,002.32 for "excess wear" on the tires ($540) and a "disposition fee" ($400). By definition, disposition is transportation among locations. But I was told there would be no fee for transporting the vehicle from the dealer to wherever Fusion wanted it to go. Due to significant safety concerns, the car was at the dealer for several weeks in September 2024, and they made no mention of needing tires soon. I alerted Fusion to the dangerous, life-threatening safety concerns then, claiming it was a dealer issue. In conversations with Fusion since I received the invoice, the employees have tried to revise the language of the "disposition fee" to a "remarketing fee" and a "termination fee" to justify keeping it on the invoice. It is unclear what I am paying for. Also, ironically, now citing safety concerns, they want me to buy new tires for the next owner. I pointed out that tires have a life of 50k miles, and had 43k when I turned it in. I do not know if the car was driven in the month since I had it and it was inspected or driven to the Fusion facility several hours away (impacting the life of the tires). Fusion has not provided the requested information and threatens with collections after a few weeks. They only respond to select aspects of emails. I want to trust the company, but these hidden agendas make it difficult, especially given the negative online reviews of a similar nature. At a minimum, I should not pay the $400 fee as promised.

  Business Response

  Date: 06/20/2025

  Ms. **********,
  
  We apologize that your lease end process has not been satisfactory. The vehicle was retrieved from the dealership on 4/24/25. It was towed from the dealership directly to our return location. The disposition fee is in the original lease agreement, and is due at the end of every lease. This fee helps to offset some of the cost of remarketing the vehicle after it has been returned. This does not include transportation to our lease return facilities. The vehicle was inspected by a licensed, third party inspector. This inspection found that the tires' tread depth was worn below 4/32nds of an inch, which is chargeable per the lease agreement. 

  Customer Answer

  Date: 06/20/2025

  Complaint: 23496709
  
  I am rejecting this response because:

   

  As indicated in my documents, the company has changed the terminology of the disposition fee and the purpose for this charge multiple times. By definition, disposition is moving an object from one place to another. I was told I would NOT pay for this as the company would not allow the dealer to keep the returned vehicle, which is customary. This has caused a lack of transparency and trust. As indicated in my email, the company only addresses partial aspects of my inquiries, as they have continued to do in this above response (speaking only to the tires and not the fee). I have offered to pay for $540 immediately but the disposition fee should be removed as promised. Further inconsistency is that *** stated **** removed the $100 transportation fee  which did not appear on my invoice as charged nor removed. Upon investigating the reviews of the company, you will see that many customers have shared my experience with a lack of transparency and fees upon lease turn-in. The responses change from one rep to another to frame their narrative.  It is very inconsistent. Obviously, I will not use this company again and caution others to avoid them as a company. They also called the car dealer, who had nothing to do with this portion of the transaction, damaging my name and reputation with them. This was uncalled for. Removing the disposition fee would resolve the issue as I am eager to part was with this greedy company. 
  
  Regards,
  
  ********* **********

  Business Response

  Date: 06/23/2025

  Ms. Majkotoski,
  The transportation cost is not included in the disposition fee. This fee is contractual and due at the end of every lease regardless of the circumstances of the return of the vehicle. Any other terms it was referred to by were an attempt to clarify the purpose of the fee. We have billed you fairly and this fee cannot be waived. 

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a 2020 ram that I was leasing through teacher federal union, fusion auto brought my lease. When I returned my car I was told everything is ok, never given any info that there was damage because there wasnt any. After several weeks I get a call from a Mr ***** from fission saying I owe money. They keep adjusting the amount owed for damages that never existed. There is no conditional report that was signed by me. Once again I emphasize the car had 0 damage. Upon doing a ****** search I found this company has done this to several other people where they claim fake damages and threaten to ruin their credit and put them into collections if they dont pay. This is illegal. This is unjust and this company needs to be investigated and stoped.

  Business Response

  Date: 04/14/2025

  Hello,

  Fusion Auto Finance prides ourselves on a fair and transparent lease end process. We were informed by the dealership that your vehicle was left there. After the vehicle was retrieved from the dealership, a final inspection took place. This inspection was performed by a licensed, third party inspector in accordance with applicable state law. The inspection found that the vehicle was damaged. The amount due has not changed, a discount was offered provided the invoice was paid at that time. It is recommended that the lessee be present for the final inspection, however, the vehicle was not brought to Fusion Auto Finance directly, which is required by the lease agreement, and we were not able to reach you before or after the vehicle was left at the dealership. We have billed you fairly and in accordance with state law. 

• Initial Complaint

  Date:11/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called fusion finance to make an arrangement to change my withdrawal date from the 28th to the 31st. I spoke to a *** and he was able to accommodate me. To my surprise they deducted my payment on the 28th and then another payment on the 31st. I have called several times and i spoke to ******, israel and a lady. I called on nov 4 then on nov 7 and they promised me a refund was done. They said the guy made a mistake. They didnt accommodate me on any banking fees i had - nothing

  Business Response

  Date: 11/11/2024

  Hello,

  We apologize for the inconvenience regarding the changed payment date and the withdrawal from your account. We've confirmed the refund has been processed and the funds should be returned to your account shortly. 

  Sincerely,

  **** *******
  Fusion Auto Finance

• Initial Complaint

  Date:10/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was returned to fusion on September 23. Putting aside all the bogus charges they charged me for repairs, they have yet to send the final payments to my bank so I am now past due on my account and about to get a hit on my credit.

  Business Response

  Date: 10/16/2024

  Hello,

  All of our lease return vehicles are inspected by a licensed, third party who determines the damage and amount due. Your credit union was notified that Fusion Auto Finance would be making the remaining lease payments on your behalf and the check will arrive tomorrow via ***************. We apologize for any inconvenience. 

   

  Sincerely,

  **** *******
  Fusion Auto Finance

• Initial Complaint

  Date:10/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned my 2018 jeep rubicon to Fusion Auto Finance. When I purchased my new Jeep, Fusion had someone came pickup my jeep. When they got there, we asked if there will be an inspection so I can fix any major issues they see, since I had a couple more days to return the car, and they said no, there will be no inspection and it's all good to go to an auction. So once they took the car, it no longer belonged to me After this, I got an email that I owe $2,482.38! Looking at all the fee's I was just shocked! So I called and spoke to a lady that was working at the lease return department. They're charging "sales tax" for my payments I owe of $870 when tax is included. She said I didn't get charged for sales tax (even tho it says it I was charged $139.89 sales tax) Also, when I leased the car, I paid first and last months payment so I'm not sure what that last payment is for. They're claiming to have changed 3 of them for $145 each. My tires were fine and rotated by ****** and they insured it's all good. They also charged $50 for my Tire Pressure light being on? If you're saying you changed my tires then why does the light matter? Also they say I was over 1130 miles and charged $282.50 for it. So my allowed miles is *****? I get 10k miles a year since December 2018.. 5 years! She says.. ok I will take out the charge charge. Really? That easy? No, "were sorry, it's a mistake?" Because she already knew everything on the list is a lie. So then she says "THIS IS ALL YOU WILL BE CREDITED! NOTHING ELSE! YOU NEED TO PAY FOR EVERYTHING ELSE SO DON'T EVEN TRY ASKING ABOUT IT!" yelling at me! I was shook! NO ONE has ever talked to me like that in my life! So now total was $2,173 but they sent my payment to collections for $2482 again!Everything on the invoice is a lie and they can NOT tell me those are my car pictures after I have RETURNED my car. I noticed on Yelp there is about 90 other people saying that this same lie happened to them too! I will NOT be paying this payment

  Business Response

  Date: 10/01/2024

  Hello,

  We appreciate you being a customer and apologize for any frustration you are experiencing with the lease end process. All of our vehicles are inspected by a licensed, third party after the lease has ended. The sales tax is applicable to the disposition fee and damage charges only, you are not being charged sales tax for the remaining lease payments. You are not being charged for the tire pressure light being on. The inspection notes all instances of damage and any warning lights on the vehicle. Fusion Auto Finance did not charge you for the majority of the damage the third party inspection found as they did not fall within our No Surprises Wear and Tear Policy. Our records show you were initially charged for mileage over the original contractual amount and this was corrected once the extension was brought to our attention. We have billed you fairly and in accordance with California State Law.

  
  Sincerely,

  Alex Calvert

  Fusion Auto Finance

• Initial Complaint

  Date:07/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a Jeep Chrysler on lease with mileage to spare. It had approximately ***** miles on the car and was allowed *****. I got a bill for the disposition ( fine) and then they tacked on 420 + tax for "wear and tear" of tires(?) First, I never ever had a tire wear and tear fee in all the years I rented cars. I didn't even know this existed. It's like asking me to change the belts, etc... But low and behold this company charges for tire wear and tear as if you shouldn't drive the car at all. This is normal wear and tear which should be obvious on the lease. I spoke to several people at this company, and they all gave me the same answer. It feels a bit "scammy" in how you return a car and now have to pay for tire use? I would like them to remove the tire wear charges.

  Business Response

  Date: 07/30/2024

  Hello,

  We apologize for any dissatisfaction you have experienced with the lease end process. While Fusion Auto Finance allows for normal wear and tear, tires worn below 4/32nds of an inch of tread depth must be replaced and billed. This information can be located in the lease agreement in section 22 subsection b. 

  
  Sincerely,

  ***********************
  Fusion Auto Finance

  Customer Answer

  Date: 07/30/2024

  Complaint: 22060522
  
  I am rejecting this response because:  I have not seen any proof that this was the case. Please provide documentation for this 
  
  Regards,
  
  ***************************

  Business Response

  Date: 07/30/2024

  Hello,

  Please see the attached contract copy.

  Sincerely,

  ***********************
  Fusion Auto Finance

  Customer Answer

  Date: 07/30/2024

  Complaint: 22060522
  
  I am rejecting this response because:  I would like to see proof that the tires are not still good. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/07/2024

  Hello,

  Please see the attached condition report. This assessment was performed by a licensed, third party inspector who found the tires to be below the acceptable tread depth.

  Thank you,

  ***********************
  Fusion Auto Finance

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the company and asked for the payoff of my car. I was told they needed to talk to the credit union to get the pay off and then let me know. The first time I asked for this it took 3 days to get a car payoff. Never had a payoff take this long. Second time I asked for the payoff the company gave the wrong payoff as it was higher than the previous one. I spoke to the manager and got the correct payoff. I asked again for the payoff. It has been over 4 days and still no response or pay off. I have lost out on 2 car purchases because the dealership said they could not hold the cars for me. The dealership also said they tried to call for a payoff and did not receive one. Any car I have ever had I was able to go to a dealership and they would get the payoff with one phone call. This company Fusion, wont give you a payoff because they say they have to go through the credit union. Then it takes them days to get you a payoff. Its horrible and ridiculous to have to wait 4 days for a payoff of a car

  Business Response

  Date: 06/17/2024

  Hello,

  We apologize for the delay in receiving your payoff. Our records show the vehicle payoff was forwarded to the dealership today. 

   

  Sincerely,

  ***********************

  Fusion Auto Finance

  Customer Answer

  Date: 06/17/2024

  Complaint: 21850980
  
  I am rejecting this response because: the payoff came to late.  Its unacceptable that I cannot get the correct payoff the day I ask for it or the next day.  Also why is it that different employees give different pay off amounts?  I have emails showing this.  Two different employees in the same day gave two very different pay off amounts 
  
  Regards,
  
  ***********************************

  Business Response

  Date: 06/17/2024

  Hello,
  I apologize again for the delay you experienced in receiving your payoff. It looks like the issue causing the differing payoff amount was identified, adjusted and the amount was sent to you on 5/22/24. We are working to ensure this discrepancy is corrected to avoid the situation going forward. 

  Sincerely,

  ***********************
  Fusion Auto Finance

  Customer Answer

  Date: 06/17/2024

  Complaint: 21850980
  
  I am rejecting this response because:I lost out on a car because of your business not getting back to me timely.  What are your plans to remedy this for me?  
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 10 2020, I leased my 2020 Ram **** from Westbury Jeep which was financed by Teachers ********************************************************** for 36 months. During this time I was making payments directly to Teachers ******************** until TFCU sent a letter to my residence requesting all payments to be made directly to Fusion *************** Before my lease was about to expire, I contacted TFCU about my options and was referred to Fusion *************** I requested if an extension of the lease was available since I recently did the same with ****** financial for another vehicle I have, due to vehicle shortage in the country. Fusion **** agreed to the extension and also noted a Loan specialist could help me when Im ready to buyout the vehicle. Shortly after, I received an email after with my call with the extension approval but it had disclaimer about terms and service being changed which I did not verbally agree to or signed for. Today, 07/26/23 I contacted Fusion **** financial to requesting a buyout of the lease, but the person over the phone told me that they will not honor the buyout because I extended the lease and its in their right under the contract I signed in 2020 since they are a credit union bank and not a vehicle manufacture lender. I was not explained this when I called to figure out my options when extended my lease and was mislead by Fusion Auto Finance. Now Fusion Auto finance is telling me I have return the vehicle to their location in ***********, ** and have the end of lease inspection done by them and not by an independent 3rd party inspection. I have sent the same complaint to the New York Attorney General and to the local media asking for help since this vehicle is important to stay employed and provide to my family.

  Business Response

  Date: 07/27/2023

  Hello,

  We apologize for any confusion. The lease extension is a courtesy Fusion Auto Finance offers so that you may find another vehicle after your lease contract has ended. You are more than welcome to purchase the vehicle at this point but you will have to do so for the actual value of the vehicle, rather than the contractual residual value. As the contract ended in February, the option to purchase at that price is no longer available.

  
  Thank you,

  ***********************

  Fusion Auto Finance

  Customer Answer

  Date: 07/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My uncle leased me a car and these people are the lien holders. On June 26th when our lease ended, we decided to keep my car and have another lender finance the amount due. Fusion Auto is not allowing us to send them the payoff amount and we can go through any other bank we want too. They are the rudest people ever and I dont know how they are allowed to stay in business.

  Business Response

  Date: 07/20/2023

  For legal purposes and the protection of the consumer we have requested that BBB remove this complaint. 

  Fusion Auto Finance