ComplaintsforSwapalease

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid and signed a contract on 5/2023 to list my car on their site. On the contract, there was a stipulation that if my car did not sell/get leased within 1 year, I would get a full refund. I had the employee who helped me, sign the contract as well. After 1 year, my car did not sell so I contacted them about the refund. They automatically became very defensive and said it was non-refundable. After showing proof with the contract, the employee blamed me for not doing enough to sell the car. After a long discussion, he said it was "both our faults" and so he agreed to a 50% refund which is a total of $300. I agreed to this. He said it would be refunded in 5-7 days. This was 5/2024. I waited for over 2 months and then reached out to them again saying I never got a refund. The employee said it was already sent and told me to complain to my credit card company. I replied back asking for a receipt of the transaction so I could show my credit card company. That reply was on 6/27/2024. I have now emailed multiple times without any further response. I have also called the company and asked to speak with a supervisor. They always transfer me to the supervisor but it goes to voicemail and after leaving over 5 voicemails, I have still to get a call back. I want to file a complaint against this company for deceitful practice and breaking contracts.

  Business response

  08/09/2024

  To Whom It May Concern:
  First, I would like to apologize that the services provided by Swapalease did not meet the expectations of the client.  We understand the importance of providing a high level of customer service and it has been our goal to do so for over two decades.  Additionally, we believe that our level of service helps set us apart as other online companies.  That said, we look forward to resolving this BBB case and reaching a solution amicable for both parties.  
  
  After researching the client’s account there are only a couple of key items to address.  First, our standard policy is no refunds, and all our clients agree to this policy upon signup whether online or via telephone.  That does not mean that we don’t make mistakes and that in some circumstances refunds are merited.  In those instances, we do our best to address each one accordingly.  Where the idea that a refund of any type would be issued after 12 months if the vehicle was not successfully transferred came from is unclear.  Secondly, we did make an error regarding the client’s refund processing and that is why the refund was not completed as agreed upon back in May as stated in the case.  However, I am also unclear as to how the account representative as well as our customer service team was not able to be reached to correct the mistake on a timelier basis when considering their full time availability.  
  
  Regardless, we did make an error concerning the processing of the originally agreed upon refund amount of $300 of the $600 listing fee.  Due to our error, I would like to propose that we increase to our refund amount to $400.00 instead of the full sale amount as requested in the client’s desired settlement.  It is important to note that the services purchased by the client were delivered as promised and that the problem stems from a simple processing error. 
  
  Assuming the client finds our counter proposal satisfactory, I will personally handle the refund within one business day of acknowledgment.  If the proposed refund does not happen within the noted timeframe, a full refund will be due to the client.  I believe it is important to include these points because of our previous mistake plus it puts our promise in writing, as well.
  
  Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.
  
  Scot H***
  EVP of Operations
  
  Swapalease.com
  11224 Cornell Park Drive
  Cincinnati, Ohio 45242
  
  T: ###-###-####
  E* ********************
  

  Customer response

  08/10/2024

  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. 

  Please confirm with me when the refund has been issued.

  
  Regards,
  
  ***** ******
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I SIGNED WITH SWAP A LEASE FOT SOMEONE TO TAKE OVER MY LEASE.A BUYER WAS FOUND THE LEASE WAS WITH ** FINANCIAL .I BELIEVE THEY KNOW OF THE PROBLEM OG ** THEY WANT 30 TO 60 DAYS TO APPROVE AND THEN THEY WANT 30 TO 60 FOR REG OF THE CAR I FEEL THEY KNEW THIS AND SHOULD HAVE TOLD ME THE PROBLEM WITH **

  Business response

  07/16/2024

  Tell To Whom It May Concern:
  First, I would like to apologize that the service provided by Swapalease did not meet the expectations of the client.  We understand the importance of providing a high level of service and we believe this is best evidenced by the fact that we have been in business nearly 25 years.  We view feedback of all types across channels as learning opportunities that ultimately improve our business.  This BBB concern is an interesting one because our service worked as designed for the client who used us to help him exit his lease.  Swapalease matched a lease seller and lease buyer and the two parties proceeded to handle the transfer properly be contacting the lessor to move through their official process.  Regardless, the concern stems from the information we shared with the client about the estimated time to complete the lease transfer.
  
  At Swapalease we teach our lease transfer specialists and customer service representatives to inform our clients that a lease transfers on average take two weeks to complete.  We are clear that we are quoting an average, meaning that some leasing companies move faster than others and we often share what side of the average one’s company is likely to fall on, as well.  Additionally, we coach our users on both the lease selling and buying sides of the equation to stay on top of lessors and use overnight mail when applicable to ensure that the lease transfer goes as quickly and smoothly as possible with no surprises.  This methodology in combination with our decades of experience has worked well for us when responding to lease transfer completion timeframes.
  
  I believe we shared both accurate and pertinent information with the client throughout the lease transfer process.  Regardless, I can understand the client’s frustration after contacting their lessor and being informed that the process would likely take significantly longer to complete than what they expected.  We are unclear as to why any leasing company would need such an elongated period to simply transfer a lease, but the cost savings initiatives and staffing issues that many financial institutions are going through are the most likely culprits.  Unfortunately, we do not control the processing side of lease transfers at the lessor level, but we do understand that both existing lessees and those taking over their leases want to move through the process as quickly as possible.  
  
  It is unfortunate that success using our system resulted in a BBB concern, but sometimes unusual things just happen.  As a matter of good faith, we are going to make an exception to our standard no refund policy and refund the client essentially half as requested.  Please allow 7 to 10 business days for refund processing.  
  
  Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.
  
  Scot H***
  EVP of Operations
  
  Swapalease.com
  11224 Cornell Park Drive
  Cincinnati, Ohio 45242
  
  T: ###-###-####
  E: [email protected]  

  Business response

  07/16/2024

  Tell To Whom It May Concern:
  First, I would like to apologize that the service provided by Swapalease did not meet the expectations of the client.  We understand the importance of providing a high level of service and we believe this is best evidenced by the fact that we have been in business nearly 25 years.  We view feedback of all types across channels as learning opportunities that ultimately improve our business.  This BBB concern is an interesting one because our service worked as designed for the client who used us to help him exit his lease.  Swapalease matched a lease seller and lease buyer and the two parties proceeded to handle the transfer properly be contacting the lessor to move through their official process.  Regardless, the concern stems from the information we shared with the client about the estimated time to complete the lease transfer.
  
  At Swapalease we teach our lease transfer specialists and customer service representatives to inform our clients that a lease transfers on average take two weeks to complete.  We are clear that we are quoting an average, meaning that some leasing companies move faster than others and we often share what side of the average one’s company is likely to fall on, as well.  Additionally, we coach our users on both the lease selling and buying sides of the equation to stay on top of lessors and use overnight mail when applicable to ensure that the lease transfer goes as quickly and smoothly as possible with no surprises.  This methodology in combination with our decades of experience has worked well for us when responding to lease transfer completion timeframes.
  
  I believe we shared both accurate and pertinent information with the client throughout the lease transfer process.  Regardless, I can understand the client’s frustration after contacting their lessor and being informed that the process would likely take significantly longer to complete than what they expected.  We are unclear as to why any leasing company would need such an elongated period to simply transfer a lease, but the cost savings initiatives and staffing issues that many financial institutions are going through are the most likely culprits.  Unfortunately, we do not control the processing side of lease transfers at the lessor level, but we do understand that both existing lessees and those taking over their leases want to move through the process as quickly as possible.  
  
  It is unfortunate that success using our system resulted in a BBB concern, but sometimes unusual things just happen.  As a matter of good faith, we are going to make an exception to our standard no refund policy and refund the client essentially half as requested.  Please allow 7 to 10 business days for refund processing.  
  
  Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.
  
  Scot H***
  EVP of Operations
  
  Swapalease.com
  11224 Cornell Park Drive
  Cincinnati, Ohio 45242
  
  T: ###-###-####
  E: ********************  

• Initial Complaint

  05/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi, I am contacting swap a lease for a refund on the service fee. The reason is that I did not get the full service (the Platinum package) promised and feel that I was being mislead and pushed for purchasing the service. I am fine with them closing my account and removing my listing from their website; the car was not sold / swapped anyway. Specifically, I feel that I am being mislead by these advertised features: 1. Average time to find a buyer: 7 days or less. Additionally, the account manager told me over the phone that the vehicle is extremely popular and will sell very quickly after posting even with a downpayment requirement from the buyer. This is untrue. I posted the listing on 5/22/2024, and up until today, there is still no buyer. Also, I see many same-model vehicles on their website that has downpayment requirement and have not been sold for a very long time. 2. Social Media Advertising ********, ******, *******: I do not see the advertisement being posted on ALL listed social medias above. 3. Homepage Rotation Until Sold: It is extremely difficult to see my vehicle on the homepage; I have tried to visit their homepage at lease 100+ times and I only saw my vehicle once. Filtered Listing: I have tried to search for similar models (ex. ******** **** ***) but my listing did not show up. I have attached a PDF version of their search result page in this dispute. SPONSORED LISTING: I did multiple searches for the *** ** on their website, and my listing was not listed under sponsored listing. I have attached a PDF version of their search result page in this dispute. 4. Additionally, the website keeps changing my listing; I entered the correct information about the vehicle (examples are but not limited to: 10916 miles, 0 downpayment, 890.82 USD monthly payment, more vehicle equipments, window stickers, etc.) but the website keeps reverting my changes back to the old incorrect information. Thank you; I hope that we can resolve this dispute soon.

  Business response

  06/05/2024

  To Whom It May Concern:
  First, I would like to apologize that the service provided by Swapalease did not meet the expectations of the client.  We understand the importance of providing a high level of service and we believe this is best evidenced by the fact that we have been in business quickly approaching 25 years.  We view feedback of all types across channels as learning opportunities that ultimately improve our business from a client perspective.  Unfortunately, our records indicate that the customer did not take advantage of our customer service offering and went straight to the BBB because I believe we could have addressed all concerns.  That said, I would like to address several of the items mentioned in the customer’s statement of the problem within the case to shed more light on the matter.
  
  For example, we do not and cannot guarantee a successful lease transfer.  Of course, that means we do not guarantee a successful transfer within any specified period either.  We have a great deal of success when it comes to transferring leases and, in this case, more than one potential lease buyer showed interest in the client’s lease offering soon after the listing went live.  To be fair, potential lease buyers do not always result in a successful transfer, but the nearly immediate interest was to say the least promising.  
  
  Regarding the home page and social media exposure upgrades purchase being questioned.  After taking a deeper dive to ensure that our systems are working properly for these upgrades, I found that both were provided and executed on a timely basis.  The issue noted about our system changing the monthly payment is correct because of the customer requesting a cash payment to take over his lease.  To be as transparent as possible to potential lease buyers our system also displays the effective monthly payment.  Swapalease defines the effective monthly payment what the payment would look like with either a cash incentive or conversely an upfront cash payment being calculated in.  Our system also addresses remaining monthly mileage through a calculation of lease seller provided data.  We simply want to paint an accurate picture of each lease offering to reduce uncertainty and limit confusion between lease seller and lease buyers. 
  
  Again, it is unfortunate that we were not provided the opportunity to address this client’s concerns directly and assist him with exiting his lease looking forward.  As a matter of good faith, we are going to make an exception to our standard no refund policy and refund the client in full as requested.  Please allow 7 to 10 business days for refund processing.  
  
  Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.
  
  Scot H***
  EVP of Operations
  
  Swapalease.com
  11224 Cornell Park Drive
  Cincinnati, Ohio 45242
  
  T: ###-###-####
  E: ********************
  

  Customer response

  06/07/2024

  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. I do appreciate the good faith gesture by the business. 
  
  Regards,
  
  **** *****
  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Upon speaking with the associate they had stated I could list my *** ***** that was being leased for sale. Upon checking with Kia after they informed me that they could not simply just transfer this lease to another person. Basically I am unable to sell my lease on the website even though they told me they could. As I was misinformed I am trying to get a refund and my car removed from the website as I am unable to actually sell it.

  Customer response

  12/04/2023

  Swap a lease only provided me with the SAL ID number of *******

  Business response

  12/07/2023

  To Whom It May Concern:
  First, I would like to apologize that the services provided by Swapalease did not meet the expectations of the client.  We understand the importance of providing a high level of customer service and it has been our goal to do so for over two decades.  Moreover, we believe that our level of service helps set us apart as other online companies.  That said, it is our intention to work toward a quick and easy resolution to this BBB case. 
  
  After researching the client’s account, it shows your vehicle was listed through a method different than our lease transfer service.  Instead, it was listed as a lease buyout on the Swapalease site.  Our various lease buyout programs are utilized when a lease transfer is not available and/or a buyout is a more attractive option.  It appears there may have been some confusion on the client’s end to what services were selected and purchased which ultimately is on us.  
  
  Generally, our listing fees are non-refundable, but sometimes a policy exception is merited.  We have determined that this is one of those cases where an exception is merited.  As a result, we will be refunding the client in full as requested within the BBB case.  Please allow 5 to 7 business days for refund processing.
  
  Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.
  
  Scot H***
  EVP of Operations
  
  Swapalease.com
  11224 Cornell Park Drive
  Cincinnati, Ohio 45242
  
  T: ###-###-####
  E: ********************

• Initial Complaint

  08/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/25/23, my husband and I paid Swapalease $350 for their service to help us find someone to take over the lease on our '** ****** ******. We were a bit nervous and talked to our representative, Vernon several times regarding this. He assured us that he'd been doing this for 25 years and that due to the fact that our vehicle was high in demand, we wouldn't have a problem transferring the lease. He told me that ****** was good with doing lease transfers. He told us too, that he felt confident that he could get us $2500 in our pocket. On 7/29/2023 we had an interested buyer. I started the process on 7/31/23 by calling the leasing company (** ****** Finance) and found that they do not do lease transfers. I contacted the department at Swapalease that helps with the lease transfer process only to find out that there are 2 finance companies with ****** - ****** Finance and ** ****** Finance. ****** Finance works with lease transfers but ** ****** Finance does not. The man I spoke with told me that our Representative, Vernon should have know that and should have told us that up front. He did not. I contacted Vernon and he said he would work with his supervisor to refund our money. BUT then he mentioned that they had another option - an OFF LEASE vehicle with a loan proposal and he was sure that he would be able to "sell" it. We decided to try this as he was sure it would sell. When I went in to look at the information - he had it listed as: "This is a FOR SALE - OFF LEASE vehicle with a loan proposal and not a lease transfer. You can purchase this ****** ****** for $696.06 a month for 72 months... I found it to be confusing as under Vehicle Details, he had it listed at "$696.06 Monthly Payment with 34 months Remaining which was incorrect. Since then I have written Vernon once and gotten no response. For someone whose been doing this for 25 years, he made mistakes. We would like a refund of the $350 we paid.

  Business response

  08/25/2023

  To Whom It May Concern:
  First, I would like to apologize that the service provided by Swapalease did not meet the expectations of the client.  We understand the importance of providing a high level of customer service and it has been our goal to do so for over two decades. Typically, our listing fees are non-refundable, but sometimes a policy exception is merited.  That said, we will be making an exception in this case and refunding the client in full as requested within the BBB case.  Please allow 5 to 7 business days for refund processing.
  
  Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.
  
  Scot H***
  EVP of Operations
  
  Swapalease.com
  11224 Cornell Park Drive
  Cincinnati, Ohio 45242
  
  T: ###-###-####
  E: ***************************

  Customer response

  08/25/2023

  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

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business has not provided the service that they had promised. I have made multiple attempts to reach someone at this business. I can not get ahold of the business through the main line or the direst line of the representative that I spoke with. I would like a refund but they will not get back to me or return my emails. I feel I have been scammed.

  Business response

  04/28/2023

  To Whom It May Concern:
  First, I would like to apologize that the service provided by Swapalease has not met the expectations of the client.  Swapalease has account representatives and a dedicated customer service team available during standard business hours who are both well versed in leasing and typically easy to reach for assistance.  In addition to our availability via telephone we have a robust email tracking system that helps us ensure that we are providing a high level of value to our clients, as well.
  
  It is important to note that Swapalease has now been in business better than two decades.  Over that period, we have helped thousands upon thousands of automotive consumers with their leasing needs.  Moreover, we are a trusted resource by many in automotive journalism circles.  Said differently, we are not in business to scam anyone, rather we are in the business of helping consumers with their automotive leases.  We also make it clear when a client signs up with us that we cannot and do not guarantee success using our system to exit one’s lease.  We state that our standard policy is no refunds when it comes to listing fees under most circumstances, too.  Lastly, our records indicate correspondence with the client on multiple days regarding various items as opposed to Swapalease being unresponsive post sale as stated in the BBB case.    
  
  All of that said, and to close out this matter we are going to make an exception to our standard no refund policy and refund the client in full.  Please allow 7 to 10 business days for refund processing.  Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.
  
  Scot H***
  EVP of Operations
  
  Swapalease.com
  11224 Cornell Park Drive
  Cincinnati, Ohio 45242
  
  T: ###-###-####
  E: ********************

  Customer response

  04/28/2023

  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

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 8, 2022 I paid Swapalease $250.00 for their services of helping me find someone to take over my lease. I told Noni H***** with Swapalease that I was a bit nervous about the process and his response to me in an email was that due to the scarcity of vehicles I shouldn't have a problem. My vehicle is a **** ****** ***** ******. Other than sending someone out to inspect my car on March 15th I never heard anything from anyone since although they stated I would hear from someone within a week or two. I would like a full refund because they haven't lifted a finger to assist me in this foreign realm of lease swapping. My Swapalease ID is: ******* Thank you, ******

  Business response

  10/03/2022

  To Whom It May Concern:
  Please note that our records indicate that the client purchased an Off Lease Program (OLP) listing package from us back in early-March for $250.00.  Our OLP is an alternative that we offer when a client’s lease is not eligible for a standard lease transfer.  The premise of the alternative program is to advertise the vehicle for sale through monthly payments and the goal would be to find some interested in the purchase option.  Assuming a match can be made the vehicle then would be bought out and financed via a loan for the interested buyer ultimately ending the lease for the original lessee.  Similar to our standard lease transfer program our OLP listing fees are nonrefundable and we cannot and do not guarantee success.  
  
  It is unfortunate to hear that the client is unhappy with the services that Swapalease has provided so far.  Our system does show that the client and our customer service team has spoken on multiple occasions throughout the period the vehicle has been listed on our marketplace.  Additionally, there has been interest in the vehicle, but no one serious enough to move forward as of yet.  As mentioned previously, our listing fees are typically nonrefundable, but policy exceptions are sometimes necessary.  As a matter of good faith I would like to offer the client half of their original listing fee back equating to $125.00 in an effort to show that we are serious about client satisfaction.  Also, to be clear we will continue to market the client’s vehicle and hopefully we will be able to find a buyer for their vehicle in the near future.  
  
  Thank you and please feel to reach out with any comments, concerns, and/or questions.
  
  Scot H***
  EVP of Operations
  
  Swapalease.com
  11224 Cornell Park Drive
  Cincinnati, Ohio 45242
  
  T: ###-###-####
  E: ********************
  

• Initial Complaint

  05/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I inquired after doing some research after both my parents died about a leased vehicle as i had two cars that had outstanding lease/note. I got a call back immediately and was was informed that they were very interested in my vehicle and because of the shortage or used cars and my low mileage, i would be able to make some money (was told $4000 - $6000) so i was pretty excited about that. I had to pay $499 to list my car but was not concerned as I thought I would get some money so cover this cost. From this point, the process was pretty fast. My car sold, I got an email saying that I needed to sign some docks for the title transfer and they did an inspection and picked the car up to ship to Ohio. I called and stated that there was nothing noted regarding the price and was told just to follow the instructions being provided by and that everything was going forward as planned. The amount had to be stated at lease value for the dealer. When i asked how I would receive my residual, I received emails confirming it would come in the mail. Nothing came and I called and left multiple messages and no one would call me back. Finally the guy who sent me docs at the dealer where the car went which appears to be same company as swapalease, got James in room who was rude and disrespectful and basically told me that the guy who I had done the transaction with was just a sales guy and that I would not receive any money. The experience started off quite positively but turned out to be smoke and mirrors. Had I gotten the correct information, I would not have agreed to move forward. James sent the docs that I already had that explained nothing. The communication is extremely poor and I would never recommend them to anyone. They are out to scam you and get your car. My note was paid off so I am only out $499 but would have kept the lease and sold my Toyota Highlander if I had received the correct information. Very disappointing and they clearly are not on the up and up. Buyer Beware!!!

  Business response

  05/26/2022

  To Whom It May Concern:
  Please note that our records indicate that the client purchased an Off Lease Program (OLP) listing package from us back in mid-December for $499.95.  Our OLP is an alternative that we offer when a client’s lease is not eligible for a standard lease transfer.  The premise of the alternative program is to advertise the vehicle for sale through monthly payments and the goal would be to find some interested in the purchase option.  Assuming a match can be made the vehicle then would be bought out and financed via a loan for the interested buyer ultimately ending the lease for the original lessee.  Similar to our standard lease transfer program our OLP listing fees are nonrefundable and we cannot and do not guarantee success.
  
  As a result of the used vehicle market being incredibly strong when the vehicle was listed another team at Swapalease explored the option of a direct lease buyout by one of our dealership partners for their preowned inventory.  It was determined that the vehicle could be bought out at a number that would make sense for a dealer, so in an effort to get the client out of the lease as quickly as possible we changed paths and moved forward with the immediate buyout option.  As noted in the client’s statement this process included a vehicle inspection and required some paperwork to be signed.  One of the documents that is required is a breakdown of the lease buyout and outlines the following items:
  -Verifies vehicle information (examples:  year, make, model, miles, VIN)
  -Confirms the lease seller’s address for mailing purposes
  -Shows what SAL/dealer partner will be paying off to end or close out the lease
  -States if any money will be required from the lease seller to make the deal work
  -Discloses any monies due back to the lease seller
  
  In this instance the necessary documents were completed by the client as requested including the aforementioned deal breakdown sheet.  The document clearly shows that no additional money was due from the client and conversely that no money would be paid back to them.  That said, I am unclear as to why the client believes that they are due any money back as a result of the successful lease buyout on the vehicle.  
  
  Regardless, it is unfortunate to hear that the client felt that they were treated rudely by our staff.  We have been in business over twenty years and we pride ourselves on offering a high level of customer service to our users and clients.  This is evidenced by both our longevity as well our BBB membership over the same time period to address issues when necessary.  As a matter of good faith I would like to offer the client their original listing fee back of $499.95 in an effort to show that we are serious about client satisfaction.  As mentioned previously, our listing fees are typically nonrefundable, but policy exceptions are sometimes necessary in an effort to make things right. 
  
  Thank you and please feel to reach out with any comments, concerns, and/or questions.
  
  Scot H***
  EVP of Operations
  
  Swapalease.com
  11224 Cornell Park Drive
  Cincinnati, Ohio 45242
  
  T: ###-###-####
  E: ********************

  Customer response

  05/26/2022

  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. I appreciate that offer to refund the listing fee and will accept this offer as a good faith gesture. Let me know if it can simply refunded on the credit card used for the transaction or if you need anything else to complete the refund. Thank you for your response and taking the effort to address my concerns.
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Swapalease makes you pay $75 before getting contact information about any of the owners selling or leasing their cars on their site. I paid $75 and called 3 different people to find out the car was already sold and the website didn’t update. I tried getting a refund because of this inaccurate information, I have been trying to contact the manager for 1-2 weeks calling and emailing in while his coworkers say he is working. I am being ignored by a business for something they made an error on.

  Business response

  04/20/2022

  ** **** ** *** ********
  First, I would like to apologize that the service provided by Swapalease did not meet the expectations of the client.  Please keep in mind that Swapalease is primarily an online listing service that specializes in lease transfers at the end of the day.  That said, we have to rely on our lease sellers to provide both accurate and complete information when listings are created.  Once a seller creates their listing they are also an integral part of the system that helps us ensure that posted listings are available for potential lease buyers.  As a result, our inventory of listings is constantly changing in regards to availability and other factors associated with each lease.  
  
  While I do understand the client’s frustration, it should also be noted that we make it clear at signup that we cannot guarantee listing availability and that we have a no refund policy for paid buyer registrations.  Regardless, we understand that policy exceptions sometimes need to be made and that the current vehicle market is challenging to say the least.  That said, Swapalease is willing to make an exception in this instance and refund the client’s buyer registration fee of $74.95 in an effort to resolve this matter.  Please allow 5 to 7 business days for refund processing.
  
  Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.
  
  Scot H
  EVP of Operations
  
  **************
  ***** ******* **** *****
  Cincinnati, Ohio 45242
  ** ************ **** ****
  ** ********************

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up with Swap A Lease February 15th 2022. They said if we signed up and a qualified buyer was found they would process the transaction. On March 4th I found a qualified buyer on my own and had them sign up through the Swap A Lease web site. He filled out the paper work and I assumed the process would begin and this would be completed in a timely manner. My initial point of contact was Mike C. Once I found the qualified buyer on my own and got them to sign up I was passed along to Troy D. I had to contact **** multiple times every week. The first week he said it will usually take 7 business days to get a response. After that time passed, I asked again where do we stand in the process. He said wait until next week we are waiting for answers from our banks. I waited another week. Every phone call I would be told to wait a few days and we will contact you. Finally today **** told me that the section of the company that can actually process the swap a lease has been suspended and they don't even know if the buyers credit has been run yet. I have been lied to and deceived now for 26 days. Not only did they not follow through with their service, I lost an entire month of time and I'm losing my qualified buyer. My name is Brandon M from Chelmsford Ma. I will be happy to provide the buyers name and credit score and proof of qualification. I want a full refund of my money at a minimum. I'm more upset that this transaction wasn't completed by now. This could cost me thousands of dollars. I don't see how this company can be allowed to stay open and take customers money when they can't even process the service that is in the title of their company name. Please Help !

  Business response

  04/25/2022

  To Whom It May Concern:
  First, I would like to apologize that the service provided by Swapalease did not meet the expectations of the client.  We understand the client’s frustration regarding this matter stemming from the sale not being completed in a timely fashion.  We also understand the importance of providing a high level of customer service because that has been our strategy for better than 20 years at this point in time.  In an effort to make up for our mistake we offered to purchase the vehicle outright effectively making the client whole in this situation.  Evidently, the client had made other arrangements or changed direction because our offer to purchase was not accepted.  
  
  Typically our listing fees are non-refundable, but sometimes a policy exception is necessary.  That said, we will be making an exception in this case and refunding the client in full as requested within the BBB case.  Please allow 5 to 7 business days for refund processing.
  
  Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.
  
  Scot H
  EVP of Operations
  
  **************
  ***** ******* **** *****
  Cincinnati, Ohio 45242
  ** ************ **** ****
  E: [email protected]
  
  
  

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