ComplaintsforSwapalease

• 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]
  
  
  

• Initial Complaint

  03/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I submitted a lease for sale, had someone from their team come and inspect my vehicle. once that was does i have received zero correspondence from anyone despite several attempts at trying to reach two representatives that i had worked with. i was instructed to submit photos of my car and that they would photoshop the license plate off for me to help with privacy on the site. i have sent many emails trying to circle back and have not received any response since march 1

  Business response

  04/05/2022

  To Whom It May Concern:
  Please note that our records indicate that the client purchased an Off Lease Program (OLP) listing from us back on February 18th and we have had the vehicle listed on our site for sale since.  Shortly after the listing was purchased we also explored an immediate purchase of the vehicle through another program that we offer.  Unfortunately, the immediate buyout option that included an actual vehicle inspection was not successful and if that was not shared on a timely basis with the client that is our mistake.  Regardless, we plan to continue moving forward with the original path of the Off Lease Program (OLP) in an effort to help the client exit his lease early.  Additionally, I have contacted the client’s original sales representative to reach out as soon as possible to get things back on track.
  
  Thank you and please feel to reach out with any comments, concerns, and/or questions.
  
  Scot H
  EVP of Operations
  **************
  ***** ******* **** ***** *********** **** *****
  
  ** ************ **** **** ** ********************

  Customer response

  04/06/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 16955176, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  After several attempts to reach both mark b and ali c on march 4, march 14, march 22 via email and march 17 via phone voicemail with zero correspondence on both parties behalfs. I am looking for a refund of my paymnet made to swap a lease. They have shown the lack of customer service and any work on their end with this program. I do no trust that their work ethic could align with dealing with a $70,000 lease negotiation without having the same poor service.

  
  
  Regards,
  
  Javier R
  

  Business response

  04/27/2022

  ** **** ** *** ********
  First, I would like to apologize that the service provided by Swapalease did not meet the expectations of the client.  Generally, Swapalease listing fees are non-refundable.  Regardless, we understand that sometimes exceptions must be made to our policies when the circumstances are out of the ordinary.  That said, Swapalease is willing to make an exception in this instance and refund the client’s listing fee of $500.00 in order 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
  *** ** **********
  ************** ***** ******* **** ***** *********** **** ***** ** ************ **** **** ** ********************

• Initial Complaint

  03/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was promised a certain amount of money for them selling my vehicle at auction. When they cut me the check, it was short quite a bit of money. Its been months and months and they say they are supposed to send me the difference, but I still don't have the money and they won't respond to my emails. BE CAREFUL OF A SCAM!!!

  Business response

  04/05/2022

  To Whom It May Concern:
  After researching the matter brought to my attention by the client via the BBB case I am unclear on the problem.  The client signed an agreement with us on 10/18/21 clearly stating that we would buyout (payoff) his lease and send him a check for $1000.00.  Our records indicate that we paid off the client’s vehicle and sent a check for the agreed upon amount of $1000.00.  As a result, I am unclear on what additional money the client is seeking or claims was part of the deal because I do not see any mention of anything more than the aforementioned $1000.00 within the original agreement.
  
  That said, I would be happy to review any documentation the client may have regarding this matter to see if additional monies are in fact due.  Without additional documentation clearly stating that more money is due the client then we will consider this matter closed.  If documentation exists showing that the client was not paid as agreed then we will settle up with the client for the outstanding amount promptly.  Also note that I have attached a copy of the original agreement signed by the client for reference purposes.
  
  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

  04/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  You are correct in that this was the original agreement. However, I called after I noticed that the payoff amount was incorrect (before the vehicle was picked up and paid off). The gentleman told me that they would send the payoff amount that was on the agreement and that ***** would send me the overage that was paid back to me. I brought up that we could change the payoff amount and won't have to worry about ***** sending me the extra money, but he advised that it would slow up the process if we have to redo the forms. Swapalease then paid off the vehicle at the lower amount leaving me without that additional money due to me. Swapalease has agreed to pay me the difference, but I have yet to see if after months and months of trying to get it. Attached is the email stating they are cutting me the check, but they never did and now will not respond to my emails.

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

  Customer response

  04/27/2022

  The remaining amount due to me is $485.70.

  Customer response

  05/16/2022

  
  Date Sent: 4/14/2022 10:35:38 AM
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  You are correct in that this was the original agreement. However, I called after I noticed that the payoff amount was incorrect (before the vehicle was picked up and paid off). The gentleman told me that they would send the payoff amount that was on the agreement and that ***** would send me the overage that was paid back to me. I brought up that we could change the payoff amount and won't have to worry about ***** sending me the extra money, but he advised that it would slow up the process if we have to redo the forms. Swapalease then paid off the vehicle at the lower amount leaving me without that additional money due to me. Swapalease has agreed to pay me the difference, but I have yet to see if after months and months of trying to get it. Attached is the email stating they are cutting me the check, but they never did and now will not respond to my emails.
  
  Regards,
  
  ****** ****

  Date Sent: 4/27/2022 10:36:51 AM
  The remaining amount due to me is $485.70
  

  Business response

  05/20/2022

  To Whom It May Concern:
  After further review it has been decided that the client’s request for additional money back stemming from a difference in payoff is legitimate.  That said, we will be cutting a check for the amount due of $485.70 and mailing the check to the address we have on file for the client.  Please allow 5 to 7 business days for 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

  05/20/2022

  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. 
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  02/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I began working with Swaplease.com in mid-December after they appraised my car and offered me a total pay-off plus $3,000 in payment. As of 12/28/21, I had signed over ownership to their dealer and was notified a check had been sent to Toyota Financial Services. Today is 2/14/22 and my car still has a full balance and is now 30 days overdue with payment. I have attempted to speak to multiple people in this business to get this resolved, including emailing and reaching out to the CEO. The main person I have been dealing with doesn't answer my phone calls and decides when he wants to reply to my text messages.

  Business response

  02/17/2022

  ** **** ** *** ******** First, I would like to apologize to the client for our services not meeting their expectations.  Second, after speaking to the supervisor of our lease buyout department I have learned that the payoff check was received by Toyota Financial Services back on February 8th and is awaiting processing.  Third, it is my understanding that the appropriate supervisor has reached out to the client to provide a payoff status update on February 15th.  
  
  All of that said, the lease payoff appears to be moving forward properly, but slowly.  As a result of the unusual preowned vehicle market currently it is not uncommon for lease payoff delays with some lessors due to significantly higher payoff processing volume.  Additionally, lessors will take delayed payoff processing times into consideration from a late payment or payments perspective.
  
  Moving forward, the client is welcome to contact the lease payoff team directly with questions and for updates.  We also have a customer service department that can likely help as well and at a minimum help relay messages to the lease payoff department for call back purposes.  We appreciate the continued patience of the client and we hope to have this lease payoff completed in the near future.
  
  Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.
  
  Scot H
  EVP of Operations
  
  Swapalease.com
  ***** ******* **** ***** *********** **** *****
  
  T* ************ **** ****
  E: ********************

• Initial Complaint

  02/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This incident occurred on January 19, 2022. I had in my possession a leased 2021 Mazda CX-30 and was looking for someone to assume the lease. On an internet search Swapalease was one of the top selections. I called them and after giving information about the vehicle and lease was told that the leasing company did permit lease transfers. I paid a fee of 500.00 for them to list the car on their website. Within minutes I received a call from an individual who was interested in assuming the lease. I called Swapalease back to ask how to proceed and was informed Mazda was no longer allowing third parties to assume leases. I asked why I was not given this information initially and was told that this policy had just become effective. I called Mazda financial to confirm this fact, which they did. I sent an immediate email the same day to ****** (who was my initial contact person) to remove my account and provide me with a full or partial credit, as the company could not provide the service they promoted. There was no response to this email. I sent another email on 1/24 again asking for a response. I received a phone call from ****** either on 1/24 or 1/25 who told me that I could also sell my car through Swapalease. I informed him that was not the service for which I had contracted Swapalease. He did not offer any credit to me and my listing was removed on 1/25.

  Business response

  02/17/2022

  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.  Typically, Mazda Financial permits full lease assumptions, but we recently learned that they are temporarily suspending transfers due to current market conditions and human resources issues.  Unfortunately, the present temporary lease transfer suspension is indefinite, so we cannot provide a date of when their leases will again be transferrable.  
  
  Generally, Swapalease lease transfer listing fees are non-refundable.  Regardless, we understand that sometimes exceptions must be made to our policies when the circumstances are out of the ordinary.  That said, Swapalease is willing to make an exception in this instance and refund the client’s listing fee of $500.00 in order to resolve this matter.  Please allow 5 to 7 business days for refund processing.  Lastly, we would like to welcome the client back in the future when Mazda Financial resumes transferring leases.
  
  Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.
  
  Scot Hall
  EVP of Operations
  
  Swapalease.com
  ***** ******* **** ***** *********** **** *****
  T: ###-###-####
  E: ********************

  Customer response

  02/17/2022

  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 wish to thank Swapalease for resolving this issue and I would recommend their services in the future. 

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

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 8th while i was still not a subscriber I sent a message to a seller. The response from the sellers was at 2:52 pm stating the car was available. % days later on January 13th I decided to pay for the membership as the car was been listed as available by that date too. Once the membership was paid I ha access to the phone number of the seller. After multiple attempts to contact the seller there was no answer to any email or call or VM. I end up buying a vehicle at my local dealer 24 hours after i tried continuously to reach the seller. On January 18th I called to request a refund due to the no contact between the two parties as its the main goal of the company. the person I spoke too who didn't identify himself stated that he was making the executive decision of not approving the refund. He feels confident in his ability to denied it with no explanation and stated that i was a paid client from the 8th which is not Truth as i only paid from the 13th. This looks like the system may automatically response to potential subscribers. the response may not be from the actual seller but from the system in order to get the buyer to sign up. This is considered fraud and it could be a potential scam as it deceives the buyer into thinking the seller is available for business or even has the vehicle available. Attached is the proof that I wasn't a subscriber at the time the messaged was replied by the "seller"

  Business response

  01/20/2022

  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.  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, the Swapalease system is far from fraudulent because we have helped tens of thousands of individuals complete lease transfers over our twenty plus years of being in business.  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.
  
  **** ****
  EVP of Operations
  
  Swapalease.com
  ***** ******* **** ***** *********** **** *****
  T: ###-###-####
  E: ******************** ** *** ****...

  Customer response

  01/20/2022

  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. 
  
  Regards,
  
  **** ***** *********
  

• Initial Complaint

  10/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently paid my membership of SwapaLease (www.swapalease.com). After payming my membership. I made about 15 calls of available listing but none of them got reachable. All calls were forwarded to voice box. Then I was told I reached the maximum call limits. I tried to contact the help but no one responded. I found there are people complained similar experience online. I am highly skeptical that this business is a fraud.

  Business response

  10/27/2021

  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.  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.  
  
  It should also be noted that we do have a full time client services team to assist both Swapalease users and clients with their lease transfer related needs.  This team is available from 9AM to 8PM Monday through Friday during the week.  Additionally, they can be reached on Saturdays from 9AM to 4PM.  The Swapalease offices are closed on Sundays, but there are many resources available via our web site to assist individuals outside of our standard business hours. 
  
  While the situation outlined by the client is unfortunate and likely frustrating it is simply not the result of a scam.  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.  At this point, the client has been refunded in full per his request after speaking with one of our representatives earlier this week.  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: ********************

*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. ↩