Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
A review of the account shows that Kristin Maloney entered into a month “Closed End Motor Vehicle Lease” (“Lease Agreement”) with Younker Motors Incfor the lease of a Mitsubishi Outlander on July 10, The Lease Agreement was subsequently sold to Mitsubishi Motors Credit of America, Inc(“MMCA”) As an indirect lender, MMCA purchases retail installment contracts and leases from many dealershipsThese dealerships are independently owned and operated and MMCA does not have a physical presence in any dealership and is not involved in the daily operations, including the negotiations between dealership personnel and dealership customersOur only knowledge of the terms of any transaction between the dealership and the customer is limited to the terms documented in the retail installment contract or leaseWe begin attempting to contact our lease customers 30-days prior to the maturity date, which was July 20, 2016, to schedule a complimentary pre-inspection that would include an itemization regarding any “Excess Wear and Use” charges that are billable based on the terms of the Lease AgreementThis provides the option to repair any items and avoid being billed after the vehicle is returned Because a pre-inspection was not performed prior to return of the vehicle, we must rely on the inspection that occurred after the vehicle was turned in We made several attempts to contact Ms [redacted] , by phone and by mail, to discuss the end of term process and schedule the pre-inspection; however, we were unsuccessful We received an odometer statement, signed by Ms [redacted] , indicating the Outlander was returned August 30, to Fort Pierce MitsubishiSubsequently, we terminated the lease and prepared the lease termination invoiceMs [redacted] was billed $2,027.12, plus the associated tax of $for excess wear and useThis charge consists of $1,for the right 1/panel and $each for curb rash on the left front wheel, left rear wheel and right rear wheelA credit of $was posted towards the outstanding balance, leaving a balance due of $1,We later received correspondence from Fort Pierce Mitsubishi that the Outlander was actually returned on June 21, We processed a credit towards the outstanding balance for two (2) over term payments totalling $that were paid by Ms [redacted] on July 29, 2016, leaving a balance due of $1, Our position remains that the amount of $1,is legitimately due based on the terms of the Lease Agreement that Ms [redacted] signedHowever, in the spirit of compromise, we are willing to accept a reduced amount of $to consider the account satisfied in fullWe [redacted] to discuss repayment
We have reviewed and researched Ms***’s dispute and appreciate the opportunity to respond We take pride in our customer service and strive to ensure our customers’ needs are met with courtesy and professionalismAs an indirect lender, Mitsubishi Motors Credit of America, Inc(MMCA) purchases retail installment contracts and leases from many dealerships, however, these dealerships are independently owned and operated and MMCA does not have a physical presence in at any dealership and is not involved in the daily operations of these dealerships, including the interactions and negotiations between dealership personnel and dealership customersOur only knowledge of the terms of any transaction between the dealership and the customer is limited to the terms documented in the retail installment contract or lease Please direct any concern you have regarding service received or information obtained from the dealership directly to them Our records indicate that MMCA received notification that the vehicle was returned to [redacted] on February 19, The vehicle was promptly inspected on February 24, 2016, and we mailed Ms [redacted] a “Lease Termination Invoice” detailing all end of lease charges on February 25, We retain the services of AutoVIN to inspect end of term vehicles and provide us with an inspection report, at no cost to our customers, indicating if there is any excess wear and tear or excess mileageThe charges are based on industry standard pricing After a review of the inspection report, we have concluded the findings to be accurate and the damages reported legitimate, including the two missing back seat headrests These are considered excessive based on the terms of the lease and were billed accordingly Ms***’s rights and obligations related to the termination of her lease are set out in the lease agreement Ms [redacted] may refer to the section entitled: “Standards for Wear and Use” for more information regarding lease end liability It is Ms***’s responsibility to contact the dealership if she feels the headrests were still installed when she returned the vehicle, however, as a courtesy, we did reach out to [redacted] to ask that they provide documentation that the headrests were present when the vehicle was returned Unfortunately, we have not heard back from [redacted] We can cease contact with Ms [redacted] regarding this debt, however the balance remains dueWe encourage Ms [redacted] to contact our office at [redacted] to discuss repayment of this contractual obligationWe want to assure you we are dedicated to excellence and building relationships with our customers that will last a lifetime If I can be of additional service to you, please feel free to contact me directly at [redacted] extension [redacted] Respectfully, [redacted] Customer Experience
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Problem: This issue is in regards to my previous lease vehicle Mitsubishi LancerPrior returning the vehicle on August 2nd, 2016, I have made several attempts to return the car but Mitsubishi Motors has failed to schedule an inspection prior maturity date(August 2nd, 2016)In order to avoid violation of the agreement and any penalties that follow, I was forced to return the vehicle on the due date without an inspectionEver since I returned the vehicle I am constantly being harassed by Mitsubishi Motors with bogus charges for excessive wear and useDuring the initial complaint Mitsubishi sent a response with falsified claimsThey also sent an updated invoiceHowever the invoice is still inaccurate and overly chargedI have taken several photos of the car’s exterior, interior, and trunk on the date of returning the vehicleTherefore I sent a fax to Mitsubishi Motors on October 27, 2016, disputing these chargesIt also included my request for explanation of charges and prove of claims on existing invoiceIt has been over weeks and I have never received anything but another invoiceI have prove and copy of the fax sent to Mitsubishi MotorsAs a consumer I have the right to take care of any mechanical or body issues of the vehicle on my own prior returning the car to avoid potential chargesHowever, Mitsubishi Motors have purposely failed to provide me my right/opportunity to take care of any signs of excessive wear and use which may appear on the vehicleThis was done intentionally to later present me an invoice with bogus charges under excessive wear and useThey have caused me great amount of stress with their unprofessional business practice, falsified claims, and continues harassment since AugustThis has been the worst car leasing experience of my life.Desired Outcome:Due to great distress, waste of my time, continues harassment, and falsified claims by Mitsubishi Motors, I demand that any existing fees present in Lease Termination Invoice to be waivedThey must send me prove and explanation of charges as I requested via fax sent on October 27, Regards, [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Revdex.com Re: Complaint ID# *** *** *** Dear Sir or Madam: We received a rebuttal complaint ID# xxx filed with your office by Mr*** *** following his correspondence to us dated October 27, 2016. We sincerely apologize as our records confirm we did receive that correspondence; however, due to a clerical error, we failed to respond to it. Please be advised that the referenced correspondence did not include pictures that Mr*** mentions in his rebuttal complaint. We kindly request that Mr*** mail any date-stamped pictures of the vehicle, as well as any videos that he has, and we will review and conduct additional research, if necessary As explained in our previous response, Mr***’s lease was extended from the original maturity date of February 02, to August 02, 2016. Mr*** was aware of a pre-inspection prior to the extension of his lease. Pre-inspections are offered to our customers as a courtesy and would have been the customer’s responsibility to reschedule prior to the new maturity date At this time our position remains unchanged that the ***ce of $is valid and due under his accountWe encourage Mr*** to contact our office to discuss repayment options for this remaining contractual obligation We want to assure you we are dedicated to excellence and building relationships with our customers that will last a lifetime. If I can be of additional service to you or Mr***, please feel free to contact me directly at (866) 876-extension *** Respectfully,
*** *** Customer Experience
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[The worker call me about the head rest is missing.My english need more pratice.When I go to the dealer,I talk to worker ,also wrote the letter to maneger.In case of the worker can't understand my point.Second day the work call me.Just speaking ,speaking ,speaking ,suddenly hand on.In fact I didn't understand what he talk.Few minutes lalter call me back.Ask me :do you understand? Then speaking,and hang on.So this is *** *** *** dealer how to solution the problem.Also the worker ask me .Do you have paper proof the head rest on the car.I'm not business man,I didn't work on the car company.Why I didn't have paper ,THIS IS YOUR WORKAlso I have one question : DO YOU HAVE PICTURE OR PAPER PROOF WHEN I RETURN THE CAR TTHE HEAD REST WAS MISSING.I come to you dealerI want solution this problem.But your company only care make money,didn't care custmer.When the costmer have problem just push other way.Provide details of why you are not satisfied with this resolutionPlease respond in this space ONL
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
A review of the account shows that Kristin Maloney entered into a month “Closed End Motor Vehicle Lease” (“Lease Agreement”) with Younker Motors Incfor the lease of a Mitsubishi Outlander on July 10, The Lease Agreement was subsequently sold to Mitsubishi Motors Credit of America,
Inc(“MMCA”). As an indirect lender, MMCA purchases retail installment contracts and leases from many dealershipsThese dealerships are independently owned and operated and MMCA does not have a physical presence in any dealership and is not involved in the daily operations, including the negotiations between dealership personnel and dealership customersOur only knowledge of the terms of any transaction between the dealership and the customer is limited to the terms documented in the retail installment contract or leaseWe begin attempting to contact our lease customers 30-days prior to the maturity date, which was July 20, 2016, to schedule a complimentary pre-inspection that would include an itemization regarding any “Excess Wear and Use” charges that are billable based on the terms of the Lease AgreementThis provides the option to repair any items and avoid being billed after the vehicle is returned. Because a pre-inspection was not performed prior to return of the vehicle, we must rely on the inspection that occurred after the vehicle was turned in. We made several attempts to contact Ms***, by phone and by mail, to discuss the end of term process and schedule the pre-inspection; however, we were unsuccessful. We received an odometer statement, signed by Ms***, indicating the Outlander was returned August 30, to Fort Pierce MitsubishiSubsequently, we terminated the lease and prepared the lease termination invoiceMs*** was billed $2,027.12, plus the associated tax of $for excess wear and useThis charge consists of $1,for the right 1/panel and $each for curb rash on the left front wheel, left rear wheel and right rear wheelA credit of $was posted towards the outstanding balance, leaving a balance due of $1,We later received correspondence from Fort Pierce Mitsubishi that the Outlander was actually returned on June 21, We processed a credit towards the outstanding balance for two (2) over term payments totalling $that were paid by Ms*** on July 29, 2016, leaving a balance due of $1,289.86. Our position remains that the amount of $1,is legitimately due based on the terms of the Lease Agreement that Ms*** signedHowever, in the spirit of compromise, we are willing to accept a reduced amount of $to consider the account satisfied in fullWe *** *** *** ** *** *** *** ** *** *** *** *** to discuss repayment
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have never received any calls, emails or mail regarding an inspectionIn the following fax sent to you I have requested proof of your claimsHow can you state that I was "aware of the inspection" when in the previous email your representative stated they have failed to get in contact with meIt makes no senseIn fact I have spoken to Mitsubishi Representative on various occasion in the beginning of July, she has not once mention anything about inspection required prior returning a vehicleThis was my first Lease and nothing has ever been mentioned to me nor does it state in the lease agreement/contract about inspectionIf this was concerning a bill then you would have found me or contacted me in no timeMitsubishi does not care about costumer experience, it only cares about ripping people off financiallyReturning a vehicle was extremely aggravating experienceI was transferred from one representative to another taking me in circlesA month later from the date of vehicle being returned I still received bills, and numerous calls regarding lease payment(apparently they were never notified that the car was returned a month ago)When Mitsubishi representatives found out they apologized and stated it will be taken care offThen I receive another call from collections about the same issueMitsubishi Motors does not communicate between one another, they do not keep track of information provided by the costumerPlease provide me with proof of your claims as well as details of current statement, the work done on the car.
Regards,
*** ***
We have reviewed and researched Ms***’s dispute and appreciate the opportunity to respond We take pride in our customer service and strive to ensure our customers’ needs are met with courtesy and professionalismAs an indirect lender, Mitsubishi Motors Credit of America, Inc(MMCA)
purchases retail installment contracts and leases from many dealerships, however, these dealerships are independently owned and operated and MMCA does not have a physical presence in at any dealership and is not involved in the daily operations of these dealerships, including the interactions and negotiations between dealership personnel and dealership customersOur only knowledge of the terms of any transaction between the dealership and the customer is limited to the terms documented in the retail installment contract or lease Please direct any concern you have regarding service received or information obtained from the dealership directly to them. Our records indicate that MMCA received notification that the vehicle was returned to *** *** *** on February 19, 2016. The vehicle was promptly inspected on February 24, 2016, and we mailed Ms*** a “Lease Termination Invoice” detailing all end of lease charges on February 25, We retain the services of AutoVIN to inspect end of term vehicles and provide us with an inspection report, at no cost to our customers, indicating if there is any excess wear and tear or excess mileageThe charges are based on industry standard pricing. After a review of the inspection report, we have concluded the findings to be accurate and the damages reported legitimate, including the two missing back seat headrests. These are considered excessive based on the terms of the lease and were billed accordingly. Ms***’s rights and obligations related to the termination of her lease are set out in the lease agreement Ms*** may refer to the section entitled: “Standards for Wear and Use” for more information regarding lease end liability. It is Ms***’s responsibility to contact the dealership if she feels the headrests were still installed when she returned the vehicle, however, as a courtesy, we did reach out to *** *** *** to ask that they provide documentation that the headrests were present when the vehicle was returned Unfortunately, we have not heard back from *** *** ***We can cease contact with Ms*** regarding this debt, however the balance remains dueWe encourage Ms*** to contact our office at *** *** to discuss repayment of this contractual obligationWe want to assure you we are dedicated to excellence and building relationships with our customers that will last a lifetime. If I can be of additional service to you, please feel free to contact me directly at *** *** extension ***Respectfully, *** *** Customer Experience
We received complaint ID#*** filed with your office by Ms*** *** We take pride in our customer service and strive to ensure our customers’ needs are met with courtesy and professionalism. We appreciate the opportunity to respond.
A review of the account
shows that a monthly payment in the amount of $was paid on March 20, On March 21, 2015, a dealer payoff was obtained which included credit for the payment that was made on March 20, On March 23, 2015, Ms*** called in and advised she traded in her car and wished to have the payment from March 20, 2015, refunded It was explained to her at that time the payoff amount obtained from the dealer included a credit for the March 20, payment; however, she could fax in paperwork to have the request reviewed for refund
When the paperwork was received in our office, a supervisor reviewed the account and made the determination that the customer should request a refund from the dealership as they benefited from the payment being madeIf a refund were processed at this point it would cause the account to remain open with a shortage, the dealer would not receive a title and the customer would be responsible for the remaining balance on the accountMs*** was advised of this on March 26, when she called our office
The account paid off on March 31, with a payoff check received from AutoNation Ford in White Bear Lake, MNThere is an overage refund of $scheduled to be mailed to Ms*** on April 20,
We are always disappointed when a customer is dissatisfied. We want to assure you we are dedicated to excellence and building relationships with our customers that will last a lifetime. If I can be of additional service to you, please feel free to contact Mitsubishi Motors Credit of America, Inc(MMCA) directly at (866) 876-extension ***
Our records
indicate we received notification on December 26, 2015, that the Lancer had
been returned to *** MitsubishiIn
order for Mitsubishi Motors Credit of America, Inc(MMCA) to terminate the
account, we need the odometer disclosure statement reflecting the
current
mileage. The odometer disclosure was
received on January 4, 2016, from *** Mitsubishi, and the account was
terminated. Invoices continue to
generate until accounts terminate. We sincerely
apologize for any inconvenience the invoice may have caused and are
investigating the cause of the call having been disconnected, to ensure it does
not happen again. We appreciate the feedback,
as it is through feedback from our valued customers that we are able to improve
our services. We want to assure you we
are committed to a high level of professionalism and will review the phone
conversation referenced to address any opportunities for improvementThe account
is now paid in full with a zero ($0) balance and a Paid in Full notice reflecting
account has been closed will be sent
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Problem: This issue is in regards to my previous lease vehicle Mitsubishi LancerPrior returning the vehicle on August 2nd, 2016, I have made several attempts to return the car but Mitsubishi Motors has failed to schedule an inspection prior maturity date(August 2nd, 2016)In order to avoid violation of the agreement and any penalties that follow, I was forced to return the vehicle on the due date without an inspectionEver since I returned the vehicle I am constantly being harassed by Mitsubishi Motors with bogus charges for excessive wear and useDuring the initial complaint Mitsubishi sent a response with falsified claimsThey also sent an updated invoiceHowever the invoice is still inaccurate and overly chargedI have taken several photos of the car’s exterior, interior, and trunk on the date of returning the vehicleTherefore I sent a fax to Mitsubishi Motors on October 27, 2016, disputing these chargesIt also included my request for explanation of charges and prove of claims on existing invoiceIt has been over weeks and I have never received anything but another invoiceI have prove and copy of the fax sent to Mitsubishi MotorsAs a consumer I have the right to take care of any mechanical or body issues of the vehicle on my own prior returning the car to avoid potential chargesHowever, Mitsubishi Motors have purposely failed to provide me my right/opportunity to take care of any signs of excessive wear and use which may appear on the vehicleThis was done intentionally to later present me an invoice with bogus charges under excessive wear and useThey have caused me great amount of stress with their unprofessional business practice, falsified claims, and continues harassment since AugustThis has been the worst car leasing experience of my life.Desired Outcome:Due to great distress, waste of my time, continues harassment, and falsified claims by Mitsubishi Motors, I demand that any existing fees present in Lease Termination Invoice to be waivedThey must send me prove and explanation of charges as I requested via fax sent on October 27,
Regards,
*** ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
A review of the account shows that Kristin Maloney entered into a month “Closed End Motor Vehicle Lease” (“Lease Agreement”) with Younker Motors Incfor the lease of a Mitsubishi Outlander on July 10, The Lease Agreement was subsequently sold to Mitsubishi Motors Credit of America, Inc(“MMCA”) As an indirect lender, MMCA purchases retail installment contracts and leases from many dealershipsThese dealerships are independently owned and operated and MMCA does not have a physical presence in any dealership and is not involved in the daily operations, including the negotiations between dealership personnel and dealership customersOur only knowledge of the terms of any transaction between the dealership and the customer is limited to the terms documented in the retail installment contract or leaseWe begin attempting to contact our lease customers 30-days prior to the maturity date, which was July 20, 2016, to schedule a complimentary pre-inspection that would include an itemization regarding any “Excess Wear and Use” charges that are billable based on the terms of the Lease AgreementThis provides the option to repair any items and avoid being billed after the vehicle is returned Because a pre-inspection was not performed prior to return of the vehicle, we must rely on the inspection that occurred after the vehicle was turned in We made several attempts to contact Ms [redacted] , by phone and by mail, to discuss the end of term process and schedule the pre-inspection; however, we were unsuccessful We received an odometer statement, signed by Ms [redacted] , indicating the Outlander was returned August 30, to Fort Pierce MitsubishiSubsequently, we terminated the lease and prepared the lease termination invoiceMs [redacted] was billed $2,027.12, plus the associated tax of $for excess wear and useThis charge consists of $1,for the right 1/panel and $each for curb rash on the left front wheel, left rear wheel and right rear wheelA credit of $was posted towards the outstanding balance, leaving a balance due of $1,We later received correspondence from Fort Pierce Mitsubishi that the Outlander was actually returned on June 21, We processed a credit towards the outstanding balance for two (2) over term payments totalling $that were paid by Ms [redacted] on July 29, 2016, leaving a balance due of $1, Our position remains that the amount of $1,is legitimately due based on the terms of the Lease Agreement that Ms [redacted] signedHowever, in the spirit of compromise, we are willing to accept a reduced amount of $to consider the account satisfied in fullWe [redacted] to discuss repayment
We have reviewed and researched Ms***’s dispute and appreciate the opportunity to respond We take pride in our customer service and strive to ensure our customers’ needs are met with courtesy and professionalismAs an indirect lender, Mitsubishi Motors Credit of America, Inc(MMCA) purchases retail installment contracts and leases from many dealerships, however, these dealerships are independently owned and operated and MMCA does not have a physical presence in at any dealership and is not involved in the daily operations of these dealerships, including the interactions and negotiations between dealership personnel and dealership customersOur only knowledge of the terms of any transaction between the dealership and the customer is limited to the terms documented in the retail installment contract or lease Please direct any concern you have regarding service received or information obtained from the dealership directly to them Our records indicate that MMCA received notification that the vehicle was returned to [redacted] on February 19, The vehicle was promptly inspected on February 24, 2016, and we mailed Ms [redacted] a “Lease Termination Invoice” detailing all end of lease charges on February 25, We retain the services of AutoVIN to inspect end of term vehicles and provide us with an inspection report, at no cost to our customers, indicating if there is any excess wear and tear or excess mileageThe charges are based on industry standard pricing After a review of the inspection report, we have concluded the findings to be accurate and the damages reported legitimate, including the two missing back seat headrests These are considered excessive based on the terms of the lease and were billed accordingly Ms***’s rights and obligations related to the termination of her lease are set out in the lease agreement Ms [redacted] may refer to the section entitled: “Standards for Wear and Use” for more information regarding lease end liability It is Ms***’s responsibility to contact the dealership if she feels the headrests were still installed when she returned the vehicle, however, as a courtesy, we did reach out to [redacted] to ask that they provide documentation that the headrests were present when the vehicle was returned Unfortunately, we have not heard back from [redacted] We can cease contact with Ms [redacted] regarding this debt, however the balance remains dueWe encourage Ms [redacted] to contact our office at [redacted] to discuss repayment of this contractual obligationWe want to assure you we are dedicated to excellence and building relationships with our customers that will last a lifetime If I can be of additional service to you, please feel free to contact me directly at [redacted] extension [redacted] Respectfully, [redacted] Customer Experience
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Problem: This issue is in regards to my previous lease vehicle Mitsubishi LancerPrior returning the vehicle on August 2nd, 2016, I have made several attempts to return the car but Mitsubishi Motors has failed to schedule an inspection prior maturity date(August 2nd, 2016)In order to avoid violation of the agreement and any penalties that follow, I was forced to return the vehicle on the due date without an inspectionEver since I returned the vehicle I am constantly being harassed by Mitsubishi Motors with bogus charges for excessive wear and useDuring the initial complaint Mitsubishi sent a response with falsified claimsThey also sent an updated invoiceHowever the invoice is still inaccurate and overly chargedI have taken several photos of the car’s exterior, interior, and trunk on the date of returning the vehicleTherefore I sent a fax to Mitsubishi Motors on October 27, 2016, disputing these chargesIt also included my request for explanation of charges and prove of claims on existing invoiceIt has been over weeks and I have never received anything but another invoiceI have prove and copy of the fax sent to Mitsubishi MotorsAs a consumer I have the right to take care of any mechanical or body issues of the vehicle on my own prior returning the car to avoid potential chargesHowever, Mitsubishi Motors have purposely failed to provide me my right/opportunity to take care of any signs of excessive wear and use which may appear on the vehicleThis was done intentionally to later present me an invoice with bogus charges under excessive wear and useThey have caused me great amount of stress with their unprofessional business practice, falsified claims, and continues harassment since AugustThis has been the worst car leasing experience of my life.Desired Outcome:Due to great distress, waste of my time, continues harassment, and falsified claims by Mitsubishi Motors, I demand that any existing fees present in Lease Termination Invoice to be waivedThey must send me prove and explanation of charges as I requested via fax sent on October 27, Regards, [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Revdex.com Re: Complaint ID# *** *** *** Dear Sir or Madam: We received a rebuttal complaint ID# xxx filed with your office by Mr*** *** following his correspondence to us dated October 27, 2016. We sincerely apologize as our records confirm we did receive that correspondence; however, due to a clerical error, we failed to respond to it. Please be advised that the referenced correspondence did not include pictures that Mr*** mentions in his rebuttal complaint. We kindly request that Mr*** mail any date-stamped pictures of the vehicle, as well as any videos that he has, and we will review and conduct additional research, if necessary As explained in our previous response, Mr***’s lease was extended from the original maturity date of February 02, to August 02, 2016. Mr*** was aware of a pre-inspection prior to the extension of his lease. Pre-inspections are offered to our customers as a courtesy and would have been the customer’s responsibility to reschedule prior to the new maturity date At this time our position remains unchanged that the ***ce of $is valid and due under his accountWe encourage Mr*** to contact our office to discuss repayment options for this remaining contractual obligation We want to assure you we are dedicated to excellence and building relationships with our customers that will last a lifetime. If I can be of additional service to you or Mr***, please feel free to contact me directly at (866) 876-extension *** Respectfully,
*** *** Customer Experience
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[The worker call me about the head rest is missing.My english need more pratice.When I go to the dealer,I talk to worker ,also wrote the letter to maneger.In case of the worker can't understand my point.Second day the work call me.Just speaking ,speaking ,speaking ,suddenly hand on.In fact I didn't understand what he talk.Few minutes lalter call me back.Ask me :do you understand? Then speaking,and hang on.So this is *** *** *** dealer how to solution the problem.Also the worker ask me .Do you have paper proof the head rest on the car.I'm not business man,I didn't work on the car company.Why I didn't have paper ,THIS IS YOUR WORKAlso I have one question : DO YOU HAVE PICTURE OR PAPER PROOF WHEN I RETURN THE CAR TTHE HEAD REST WAS MISSING.I come to you dealerI want solution this problem.But your company only care make money,didn't care custmer.When the costmer have problem just push other way.Provide details of why you are not satisfied with this resolutionPlease respond in this space ONL
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
A review of the account shows that Kristin Maloney entered into a month “Closed End Motor Vehicle Lease” (“Lease Agreement”) with Younker Motors Incfor the lease of a Mitsubishi Outlander on July 10, The Lease Agreement was subsequently sold to Mitsubishi Motors Credit of America,
Inc(“MMCA”). As an indirect lender, MMCA purchases retail installment contracts and leases from many dealershipsThese dealerships are independently owned and operated and MMCA does not have a physical presence in any dealership and is not involved in the daily operations, including the negotiations between dealership personnel and dealership customersOur only knowledge of the terms of any transaction between the dealership and the customer is limited to the terms documented in the retail installment contract or leaseWe begin attempting to contact our lease customers 30-days prior to the maturity date, which was July 20, 2016, to schedule a complimentary pre-inspection that would include an itemization regarding any “Excess Wear and Use” charges that are billable based on the terms of the Lease AgreementThis provides the option to repair any items and avoid being billed after the vehicle is returned. Because a pre-inspection was not performed prior to return of the vehicle, we must rely on the inspection that occurred after the vehicle was turned in. We made several attempts to contact Ms***, by phone and by mail, to discuss the end of term process and schedule the pre-inspection; however, we were unsuccessful. We received an odometer statement, signed by Ms***, indicating the Outlander was returned August 30, to Fort Pierce MitsubishiSubsequently, we terminated the lease and prepared the lease termination invoiceMs*** was billed $2,027.12, plus the associated tax of $for excess wear and useThis charge consists of $1,for the right 1/panel and $each for curb rash on the left front wheel, left rear wheel and right rear wheelA credit of $was posted towards the outstanding balance, leaving a balance due of $1,We later received correspondence from Fort Pierce Mitsubishi that the Outlander was actually returned on June 21, We processed a credit towards the outstanding balance for two (2) over term payments totalling $that were paid by Ms*** on July 29, 2016, leaving a balance due of $1,289.86. Our position remains that the amount of $1,is legitimately due based on the terms of the Lease Agreement that Ms*** signedHowever, in the spirit of compromise, we are willing to accept a reduced amount of $to consider the account satisfied in fullWe *** *** *** ** *** *** *** ** *** *** *** *** to discuss repayment
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have never received any calls, emails or mail regarding an inspectionIn the following fax sent to you I have requested proof of your claimsHow can you state that I was "aware of the inspection" when in the previous email your representative stated they have failed to get in contact with meIt makes no senseIn fact I have spoken to Mitsubishi Representative on various occasion in the beginning of July, she has not once mention anything about inspection required prior returning a vehicleThis was my first Lease and nothing has ever been mentioned to me nor does it state in the lease agreement/contract about inspectionIf this was concerning a bill then you would have found me or contacted me in no timeMitsubishi does not care about costumer experience, it only cares about ripping people off financiallyReturning a vehicle was extremely aggravating experienceI was transferred from one representative to another taking me in circlesA month later from the date of vehicle being returned I still received bills, and numerous calls regarding lease payment(apparently they were never notified that the car was returned a month ago)When Mitsubishi representatives found out they apologized and stated it will be taken care offThen I receive another call from collections about the same issueMitsubishi Motors does not communicate between one another, they do not keep track of information provided by the costumerPlease provide me with proof of your claims as well as details of current statement, the work done on the car.
Regards,
*** ***
We have reviewed and researched Ms***’s dispute and appreciate the opportunity to respond We take pride in our customer service and strive to ensure our customers’ needs are met with courtesy and professionalismAs an indirect lender, Mitsubishi Motors Credit of America, Inc(MMCA)
purchases retail installment contracts and leases from many dealerships, however, these dealerships are independently owned and operated and MMCA does not have a physical presence in at any dealership and is not involved in the daily operations of these dealerships, including the interactions and negotiations between dealership personnel and dealership customersOur only knowledge of the terms of any transaction between the dealership and the customer is limited to the terms documented in the retail installment contract or lease Please direct any concern you have regarding service received or information obtained from the dealership directly to them. Our records indicate that MMCA received notification that the vehicle was returned to *** *** *** on February 19, 2016. The vehicle was promptly inspected on February 24, 2016, and we mailed Ms*** a “Lease Termination Invoice” detailing all end of lease charges on February 25, We retain the services of AutoVIN to inspect end of term vehicles and provide us with an inspection report, at no cost to our customers, indicating if there is any excess wear and tear or excess mileageThe charges are based on industry standard pricing. After a review of the inspection report, we have concluded the findings to be accurate and the damages reported legitimate, including the two missing back seat headrests. These are considered excessive based on the terms of the lease and were billed accordingly. Ms***’s rights and obligations related to the termination of her lease are set out in the lease agreement Ms*** may refer to the section entitled: “Standards for Wear and Use” for more information regarding lease end liability. It is Ms***’s responsibility to contact the dealership if she feels the headrests were still installed when she returned the vehicle, however, as a courtesy, we did reach out to *** *** *** to ask that they provide documentation that the headrests were present when the vehicle was returned Unfortunately, we have not heard back from *** *** ***We can cease contact with Ms*** regarding this debt, however the balance remains dueWe encourage Ms*** to contact our office at *** *** to discuss repayment of this contractual obligationWe want to assure you we are dedicated to excellence and building relationships with our customers that will last a lifetime. If I can be of additional service to you, please feel free to contact me directly at *** *** extension ***Respectfully, *** *** Customer Experience
We received complaint ID#*** filed with your office by Ms*** *** We take pride in our customer service and strive to ensure our customers’ needs are met with courtesy and professionalism. We appreciate the opportunity to respond.
A review of the account
shows that a monthly payment in the amount of $was paid on March 20, On March 21, 2015, a dealer payoff was obtained which included credit for the payment that was made on March 20, On March 23, 2015, Ms*** called in and advised she traded in her car and wished to have the payment from March 20, 2015, refunded It was explained to her at that time the payoff amount obtained from the dealer included a credit for the March 20, payment; however, she could fax in paperwork to have the request reviewed for refund
When the paperwork was received in our office, a supervisor reviewed the account and made the determination that the customer should request a refund from the dealership as they benefited from the payment being madeIf a refund were processed at this point it would cause the account to remain open with a shortage, the dealer would not receive a title and the customer would be responsible for the remaining balance on the accountMs*** was advised of this on March 26, when she called our office
The account paid off on March 31, with a payoff check received from AutoNation Ford in White Bear Lake, MNThere is an overage refund of $scheduled to be mailed to Ms*** on April 20,
We are always disappointed when a customer is dissatisfied. We want to assure you we are dedicated to excellence and building relationships with our customers that will last a lifetime. If I can be of additional service to you, please feel free to contact Mitsubishi Motors Credit of America, Inc(MMCA) directly at (866) 876-extension ***
Our records
indicate we received notification on December 26, 2015, that the Lancer had
been returned to *** MitsubishiIn
order for Mitsubishi Motors Credit of America, Inc(MMCA) to terminate the
account, we need the odometer disclosure statement reflecting the
current
mileage. The odometer disclosure was
received on January 4, 2016, from *** Mitsubishi, and the account was
terminated. Invoices continue to
generate until accounts terminate. We sincerely
apologize for any inconvenience the invoice may have caused and are
investigating the cause of the call having been disconnected, to ensure it does
not happen again. We appreciate the feedback,
as it is through feedback from our valued customers that we are able to improve
our services. We want to assure you we
are committed to a high level of professionalism and will review the phone
conversation referenced to address any opportunities for improvementThe account
is now paid in full with a zero ($0) balance and a Paid in Full notice reflecting
account has been closed will be sent
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Problem: This issue is in regards to my previous lease vehicle Mitsubishi LancerPrior returning the vehicle on August 2nd, 2016, I have made several attempts to return the car but Mitsubishi Motors has failed to schedule an inspection prior maturity date(August 2nd, 2016)In order to avoid violation of the agreement and any penalties that follow, I was forced to return the vehicle on the due date without an inspectionEver since I returned the vehicle I am constantly being harassed by Mitsubishi Motors with bogus charges for excessive wear and useDuring the initial complaint Mitsubishi sent a response with falsified claimsThey also sent an updated invoiceHowever the invoice is still inaccurate and overly chargedI have taken several photos of the car’s exterior, interior, and trunk on the date of returning the vehicleTherefore I sent a fax to Mitsubishi Motors on October 27, 2016, disputing these chargesIt also included my request for explanation of charges and prove of claims on existing invoiceIt has been over weeks and I have never received anything but another invoiceI have prove and copy of the fax sent to Mitsubishi MotorsAs a consumer I have the right to take care of any mechanical or body issues of the vehicle on my own prior returning the car to avoid potential chargesHowever, Mitsubishi Motors have purposely failed to provide me my right/opportunity to take care of any signs of excessive wear and use which may appear on the vehicleThis was done intentionally to later present me an invoice with bogus charges under excessive wear and useThey have caused me great amount of stress with their unprofessional business practice, falsified claims, and continues harassment since AugustThis has been the worst car leasing experience of my life.Desired Outcome:Due to great distress, waste of my time, continues harassment, and falsified claims by Mitsubishi Motors, I demand that any existing fees present in Lease Termination Invoice to be waivedThey must send me prove and explanation of charges as I requested via fax sent on October 27,
Regards,
*** ***