ComplaintsforThe Lease Outlet

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 21st, 2023, I initiated a conversation with ***********************, a representative of The Lease Outlet, about leasing an Audi Q7. On Wednesday, August 23rd, @ 12:50 PM, I sent a question to ***** specifically about second-row captain seats (that text message is attached to the complaint). At 12:57 PM, ***** responded in the affirmative that the feature was available.On Saturday, August 26th, 2023, I informed ***** that we would be moving forward with the lease of the Audi Q7. At *****'s request on Monday, August 28th, 2023, we submitted another "Q7 build". ***** indicated he would send me the credit app to fill it out. After several email glitches, we finally received the credit application from *****************, CEO. The process stalled at this point. We re-engaged with the Lease Outlet on September 9. On September 12th, just before we signed the contract and made the deposit, we once again asked about the Captain seats in the second row (a copy of the conversation is attached to the complaint).We wired the deposit on September 13th, 2023. On Monday, September 20th, we called ***** to inquire about the delivery date. This was when ***** told us that the Audi Q7 did not come with captain ****** in the second row. We emphatically told ***** this was a deal breaker, and we could not move forward with the lease. We were told that the car we requested on the Audi build form was what they were providing, and if we did not want that, we would lose our deposit. We brought to *****'s attention the number of times we asked about the second-row captain ****** before we made the deposit but were never told the feature was unavailable; to the contrary, we were told it was available.***************** called us later that week and asked why the second-row seat was important. We told him because of our elderly parents and young kids, it was a main feature. *** made suggestions like having the kids jump out the back, etc. He was rude and very condescending. We would like a full refund.

  

  Business response

  01/29/2024

  In early September 2023, **************** signed a contract that specified a non-refundable lease agreement for a vehicle of his choice. He never indicated he wanted second-row bucket seats for an Audi Q7. It was brought  to our attention after the fact, of **************** signing the contract that he wanted the second-row bucket seats. We investigated with Audi and informed **************** that his request was not available nor is available currently. Per our contract with The Lease Outlet, a refund to **************** will not be provided.
  I will be happy, as a courtesy to apply a full credit towards a future car of his choice with The Lease Outlet. 
  In the meantime, I am requesting the client to provide a copy of the lease contract he signed to me for review. So I can honor the full credit for a future lease.
  Respectfully, 
  ***************************;

  Customer response

  01/29/2024

  I am afraid the information provided is not complete or correct. Please see my attachments. My text messages date August 25th, 2023, I asked if the Audi Q7 came with second row captain seats. I was told yes. On September 12th, 2023; one day before making the deposit I asked again if the Audi Q7 came with second row captain seats. I made a deposit in good faith for an Audi Q7 with second row captain seats. approximately two weeks after making that deposit, I was told the captain seats were not available.

  I am due a complete refund as I was misled. I made my decision based on the information I was provided. I do not wish to have a credit on file with this business as I have no intention to use their service anytime in the future.

  Please look at the conversation between *********************** and me.

  Thanks

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

  

  Business response

  07/12/2024

  The customer was approved and had a car available based on the original agreement. The customer asked for options after the fact which could not be provided by the manufacturer.  *********** Agreement fee is no refundable because we provided the service and vehicle as described in our agreement.  We will apply these monies toward any car now or in the future.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I sent The Lease Outlet $4,595 to have a specific BMW auto leased to me and delivered to my home in Florida. The salesman and owner called me, stating they made a mistake, and could not honor that contract. They would have to order the car. They refuse to give me a refund. No other car was contracted with them for purchase. Salesman texted me that " it is above my pay grade to give you a refund". They have refused to respond to any and all contact since the last text.

  

  Business response

  07/12/2023

  On 6/16/23 Mr. ***** submitted a vehicle build for a 2023 BMW i4 eDrive Gran Coupe. On 6/22/23 Mr. ***** was contacted by one of our Lease Consultants, Ken. They discussed the vehicle and specs that Mr. ***** desired. Mr. ***** confirmed on the call and in writing via text messages that he wanted a 2023 BMW i4 35. He wanted "10K. A Year. 4K down. Ambient lighting, wireless charging, Harmon Karden radio, parking pkg." 
  Mr. ***** *tated that he had been quoted a monthly payment of $850 elsewhere. We provided him with an approximated quote of $550 at 5:47 pm. At 5:32 pm Mr. ***** replied "call me". At 5:58 pm, Mr. ***** called Ken directly. They spoke for 36 minutes and 57 seconds. Ken explained the process of ordering and delivery to Mr. *****. Ken also sent over the quote in writing via our "Custom Quote" document which spells out all of the specifics of the agreement to include MSRP, Cap Cost, Monthly Payments, Taxes, etc... It is a very detailed and comprehensive account of the deal that was discussed and provides our clients with a completely transparent look at the numbers. 
  Mr. *****'s vehicle will be delivered to his home as soon as it is received at our partner dealership. Mr. *****'s contention that he has been taken advantage of. To the contrary. Mr. ***** *igned all of the documentation and submitted his security deposit fully aware of the processes and we have lived up to every single promise made and we are committed to delivering Mr. ******s vehicle to him as soon as the manufacturer's processes will allow.

  Customer response

  07/12/2023

  they are twisting the facts. The car they are talking about THEY canceled as it was a California car and could not be delivered to Florida.  On 6/28 Ken said he found a cheaper car so the quoted previous lease would be less. I said cheaper means less options. I told him NO, STOP. He agreed. On 6/30 I went to my local dealer. They wrote me up a lease on a 2024 ordered car ( others were 2023 in stocks cars). I told Ken he had to beat the offer. Texted him the written quote from the dealer.  He then said ( lies) congratulations,  we ordered your car. No price. No lease quote to me. No forms signed for this new purchase ( that I did not authorize). Later he sent me a 'snipit' of a form with some terms ( nothing saying what the car was, color, options, etc...). It was for thousands more that my local dealer quoted me. I said no. That was crazy. Those extra money terms were never mentioned in the original quote. Also delivery was free according to Ken. Notice the new form does not mention the delivery price either. I said NO. GIVE ME A REFUND. HE HAS REFUSED. I have never been given any real info on this supposed purchase. BMW has said all orders can absolutely be canceled, since delivery on a new order takes 3 to 9 months. They run your credit to insure you qualify for the lease  ( they never ran my credit) but I don't believe he ordered anything anyway. BMW said they would never take a deposit on an ordered car as to many things can happen in 3 to 9 moths time. If a car was ordered,  it was without my knowledge or permission. And since I told him no immediately,  it could have easily been canceled. To this day I have been given no info on this supposed purchase. I actually purchased the BMW I wanted from  dealer that was shipped from Germany and ETA is 6/15. 

  The other emails will be sent in a separate email as I could only upload so many this time. 

  

  Business response

  07/19/2023

  As a brokerage, we are obligated to SLA's that we have established with our dealer partners. As such, when a client agrees to a deal, and the deal is submitted on their behalf, unwinding said deal is only possible when the vehicle cannot be delivered. In this case, Mr. ***** *ubmitted a build for a 2024 i4 after it was realized that a 2023 was not achievable. Mr. *****'s claim that he did not order the vehicle is simply not true. How else would we have received his deposit and have the build that he requested. 
  Due to Mr. *****'s personal attacks as we've tried to communicate with him, we have elected to pause on direct communications until such time that we are preparing the delivery of his vehicle to him. Mr. *****'s claims that no vehicle was ordered for him are false. However, as a courtesy to Mr. *****, we will voluntarily forego our Broker Fee of $595, and we will also offer to find another client for the vehicle that he has ordered. If we are successful, we will gladly consider a full refund to Mr. *****. 
  Mr ***** has threatened legal actions which makes it very difficult to reach a mutual agreement at this point in time.

  Customer response

  07/26/2023

  Again, all lies. Why cant they produce any signed documents of me approving a new sale? Why cant they provide any documents of any car ordered from any BMW dealer? They say they ordered a car for me without ever giving me the sales price, lease terms, color of car, options...... 

  They ask,  how did they get my $4,595 then. Easy. They LIED, saying they found the car I wanted. Produced dealer documents showing price, color, options, etc... They had me sign DocuSign for THAT car. Then I sent them $4,595 FOR THAT CAR. Then they called to say they could not get me THAT CAR. 

  END OF SALE!

  I never agreed or contracted for any other car from them.

  As I already stated, BMW says they do not accept deposits on any ordered car. All ordered cars can be canceled at any time as it take 3 to 9 months to have an.ordered car delivered from Germany. BMW says all ordered cars require a credit check only,  to ensure the buyer qualifies for the lease. When credit is run, then they order the car with a zero deposit. No credit check was ever run on me. No car was ever ordered for me.

  The Lease Outlet has no written contract with me except the car they FRADUANTLY, sold to me, and then AFTER I sent them $4,595, immediately canceled.  THEY CANCELED,  NOT ME.

  To date they have not provided you or me any contracts or paperwork of any contracts, or car ordered from any BMW dealer.

  I have provided to you text telling them to STOP any orders and to refund my money.

  My texts are written proof.  They have provided no proof.

   

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 19, 2022 we filled out a credit application for The Lease Outlet so that they could order, lease and deliver to us a 2022 Bentley Flying Spur. On April 20, 2022 we transferred a total of $20,000 to The Lease Outlet as a deposit on this vehicle. We were told by ***************** of Lease Outlet that he was going to visit the dealership, ************************. and pass along the deposit and order the car. On July 8, 2022 we received an email from ***** stating the the dealership confirmed that the car was ordered and in the system. At that time ***** was informed by the dealership that the order had to be for a 2023 model. On August 18, 2022 we were asked to sign the spec sheet outlining the details of the 2023 model. By end of February we began discussing delivery with the dealership and *****. ***** then told us that the dealership was trying to lock him out of the deal and not pay him his compensation. At that time, I talked with the dealership and was told that ***** had tried to give a credit card for a $5,000 deposit at the beginning of the order process. The dealer refused that payment because they would only accept the deposit directly from the buyer. As the car neared delivery, ***** approached the dealership with lease financial details that padded in his fees. The dealership rejected this arrangement because ******* only leased through Bentley Leasing. At no time during the process were we told that ******* deal with the dealership had fallen through or that he had not passed along the entire $20,000 to the dealership. ***** called me the day the car was delivered to the dealership and offered to return $10,000 of my deposit and suggested that he keep $10,000 for his fees in brokering the transaction. His written agreement states that the entire downpayment will be deducted from the purchase price of the car. We have since agreed to purchase the car directly from the dealership and not lease at all. We are demanding our entire $20,000 be returned.

  

  Business response

  03/26/2023

  The Lease Outlet and *************************** have a long standing relationship, and have successfully transacted 3 or more vehicles in the past. One of the previous vehicles ******** leased was a 2019 C Class AMG, ******** with a $60,000 MSRP. The Lease Outlet profit on that vehicle was approximately $4,000. The vehicle referenced in Carbaughs complaint is a ~$288,000 MSRP Bentley with an associated, modest profit of $10,000 for The Lease Outlet.
  ******** signed a binding Lease Order Form with payment structure and vehicle details.

  
  The Lease Outlet engaged *************** a subsidiary of Auto Nation, who we have done ample business with over the years, regarding Carbaughs lease interest. In April 2022, The Lease Outlet provided a detailed credit report with the lease structure and a $5,000 deposit, thereby ordering the vehicle from Bentley.
  When the vehicle arrived, *************** indicated they would not accept the terms of the transaction. The Lease Outlet then offered a refund of $10,000 back to ********, who rejected the offer. ******** then engaged *************** directly and agreed on a new transaction, in direct violation of the agreed upon terms in the executed Lease Order Form.

  
  ******** elected to disregard the binding agreement with The Lease Outlet, which is considered a  breach of contact and theft of service.

  Customer response

  03/29/2023

  We have had the opportunity to review the Lease Outlets response to our complaint. Not surprisingly, most of the claims in the response are simply not true:
  
  1. We have only leased a single vehicle from this business in the past; the claim of 3 or more vehicles in the past is a lie;
  2. We have confirmed with a representative of *************** that the purported $5,000 deposit was never paid to the dealership.  It is our understanding that ************** tried to have the down payment charged to a credit card and *************** would not accept the down payment from him; again, this is another claim that is easily shown to be untrue;
  3. While we were offered half of our money back, this only happened AFTER ************** admitted that ******* of Newport would not do business with him and would not pay him the fee he was asking from them; 
  4. Our attorney provided notice to the business and attempted to work with them they have refused to speak to anyone working on our behalf; and 
  5. The agreement that was signed with the lease outlet required that the entire amount of the down payment be credited to the purchase price of the car we would not be paying fees. The $10,000 ***** is claiming he is owed was never disclosed to us and never appears in the agreement we signed. 

  
  ************** expected to be paid by ******* of ********** to pad his fees into the lease arrangement and they refused.  This was Lease Outlet's problem to resolve with the dealership. 
  
  There is no reason that our $20,000 should not be returned to us and we continue to demand this refund. 

  

  Business response

  04/03/2023

  ******************** has a binding contract with The Lease Outlet, not ***************. Any conversation with *************** is heresay as he was not privy to any conversation I was having with ************************************** 

*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. ↩