ComplaintsforFusion Auto Finance

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  07/30/2024

  Hello,

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

  
  Sincerely,

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

  Customer response

  07/30/2024

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

  Business response

  07/30/2024

  Hello,

  Please see the attached contract copy.

  Sincerely,

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

  Customer response

  07/30/2024

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

  Business response

  08/07/2024

  Hello,

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

  Thank you,

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

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  06/17/2024

  Hello,

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

   

  Sincerely,

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

  Fusion Auto Finance

  Customer response

  06/17/2024

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

  Business response

  06/17/2024

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

  Sincerely,

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

  Customer response

  06/17/2024

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

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  07/27/2023

  Hello,

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

  
  Thank you,

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

  Fusion Auto Finance

  Customer response

  07/27/2023

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

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  07/20/2023

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

  Fusion Auto Finance

• Initial Complaint

  07/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The business was supposed to send me forms to sign in order to complete the buyout of my leased car. A payment of $6,945.39 was mailed to them on June 5th, 2023. On June 7th, 2023, I received an email from this company stating that the certified check was received, and they will send me forms to sign in order to complete the purchase of the vehicle. They stated in that email that the forms will be sent in 10 business days. On June 24th, 2023, I received a text message from the company's representative saying that an email with the asked documents was sent to me through email and that I should check all of my email folders (spam, junk etc.). After checking my email folders, I couldn't find anything. I instantly replied to the text message and said that I checked my folders and I never received anything. I also asked them to check what email address it was sent to. I didn't get a reply to my text message. On June 26th, 2023, I emailed the same representative saying that I received that text message, but I never received the email. There was no reply to that email. On June 29th, 2023, at 10:12AM I followed up to this email thread and their representative replied at 10:29AM saying that she will look into this for me and will be in touch shortly. I haven't heard anything since then. Today (June 30th, 2023), 17 business days after, I still haven't received the forms.

  Business response

  07/05/2023

  Hello,

  
  The documents were sent to your email address on June 23rd. Our representatives have been attempting to reach you since then. You may call the lease buy outs department to have them sent again if you did not receive them.

  Sincerely,

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

  Fusion Auto Finance

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Business fails to inform customers about extended lease program. Before extended lease, it was made very clear my intentions to purchase my vehicle. I even went out of my way to get this fact noted by the company. After lease extention I was told my 6 months of payments were absorbed by the company and none went towards the principal of my vehicle. I would like to know what my over $2000 in payments were applied to and what they were for?

  Business response

  06/06/2023

  Hello,

  A short term extension is a courtesy extended to some customers so that they may consider their end of lease options further. As this extension is intended to be for a limited amount of time and the customer may end the agreement at their discretion, it is akin to a rental and does not affect the principle balance should you choose to purchase. 

  Sincerely,

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

  Fusion Auto Finance

• Initial Complaint

  05/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I turned in a leased vehicle to my dealership and leased another car. I then received a ridiculous bill from Fusion Auto Finance (which it says on my lease agreement would inspect the car) for $2,383.50. The invoice was for $170 each for 4 tires when I only had ***** miles on the ***** mile tires which they said was "above normal wear and tear"(HOW?! with a little over half of the tires used?!). The other charge was for a door panel they said had "heavy scratches" on it. When I asked for pictures they sent me to a website where nothing could be viewed. After insisting on pictures several times they sent me the attached which is not clear at all. In my opinion they're just trying to get $2400 out of me now that my loan is over for NO REASON. I suspect I'm not the only person to complain about their fishy business practices. When I mentioned the tires only had ***** miles on them, they only offered to take $30 off per tire. I WILL NOT pay for tires that did NOT need to be replaced. And I refuse to pay for damage they claim is on the car when they can't substantiate it with a clear picture.

  Business response

  05/19/2023

  Hello,

  The lease agreement states that tires with tread worn below 4/32nds of an inch must be replaced, regardless of mileage. After the vehicle was retrieved, it was inspected by a licensed third party inspector from AiM. This inspection found that the vehicle was damaged. Our representative has emailed you photographs of the damage as well as providing the link to view the photos online. The physical copy of the inspection was included in the mailed invoice. The damage being invoiced is contractual and the amount was determined by the third party inspector using The ******** Guide, an industry standard.

   

  Sincerely,

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

  Fusion Auto Finance

  Customer response

  05/19/2023

  Complaint: 20080299
  
  I am rejecting this response because:

  I have received zero proof of the tires being less than 4/32nd of an inch.  I also received a close up blurry photo only after asking several times for photo proof.  This photo shows nothing.  As for the link, it just goes to a website with no photos attached.  It requires a log in to view the photos as far as I can tell.  I would like to request further photos of the damage as well as photos or written inspection report.  I haven't received anything in writing except via email.

  
  Regards,
  
  ******* & ***********************

• Initial Complaint

  05/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went for a pre inspection 2 mos prior to returning my lease. At that time was told I had 900 dollars in damages. Decided to extend lease. Fusion said everything including payment would remain the same. A few weeks later we find out that the additional insurance we took out on the original lease that covered scratches & damages does not stay in effect if we extend the lease. This was never mentioned and Fusion was still charging ** the same price we were paying with the added insurance. Another opportunity came up to get a different car so we jumped on it. Called fusion and they said they would handle the remaining payments and give $1000 toward any damages. Person on phone said we could return it that Saturday for inspection. Arrived to find out there were no inspections Saturdays. People at the facility and on the phone said not to worry, it was unlikely charges would go up. Two days later and they are saying there are $2200 in charges.

  Business response

  05/17/2023

  Hello,

  The pre inspection was performed prior to the vehicle being returned by a few months. The pre inspection is not binding and is a courtesy to you so that you can make any necessary repairs before returning the vehicle. The final inspection is the basis for the maturity invoice. After reviewing the inspection report and photographs, all charges appear to be valid. 

  
  Sincerely,

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

  Fusion Auto Finance

  Customer response

  05/17/2023

  Complaint: 20066713
  
  I am rejecting this response because:
  There is no way that Fushion should be off by $1100 in its pre-inspection report. One of the charges in the pre-inspection claims that a dent in my truck would cost me $300 upon return and is now listed as $800 to repair in the new inspection report.  I dont see how a charge can almost triple in two months from March 8th to May 15th which is the time between inspections. In addition, I originally purchased damage insurance on the vehicle to cover much of this when I first leased it for an extra $20 per month. Once I turned in the truck I found out that I no longer had that extra insurance on the vehicle because it expired at the end of the original lease. BUT I was told by ******* that that all the conditions on the lease would remain remain the same for the extension. My monthly payments remained exactly the same which means ******* continued to charge me the extra $20 per month for NO insurance. If your inspectors have such wild swings in the consistency of damage reports, how is a customer to assess whether the should fix it on their own or not. It defeats the purpose of the pre-inspection report and you shouldnt be charging me for a service I no longer have. Please dont tell me you didnt know I had insurance on it because Im sure its on your invoice when you take possession of the truck. It seems that you do not know the cost of ************ or what youre charging people for, which I find unacceptable. I believe you should charge me a total of $990 as it said on the first inspection, not $2000 as in the second one that was performed two month later. The $990 would be covered by the $1000 wear and tear exemption you gave me when I turned in the vehicle. 
  Regards,
  
  *********************

  Business response

  05/17/2023

  **************,

  Our records indicate this matter has been resolved. We appreciate your business.

  Sincerely,

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

  Fusion Auto Finance

  Customer response

  05/18/2023

  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

  04/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I leased a 2022 Jeep compass thru Heritage federal credit union. Heritage Subcontracts their leases thru Fusion auto finance. Had i been informed of this from the begining i would not have used heritage to finance the lease. I refinanced my lease thru navy federal credit union and paid the required pay off amount to heritage credit union. over the past 3 months i have been going back and forth to DMV, heritage and dealing with the incompatent Fussion auto lease company so i could remove the from the car title and add Navy federal credit union. DMV requested a letter from Fusion in regard to taxes that needed to be paid. i called fusion and they issued a letter stating i paid no taxes which is incorrect. my bill from the dealership of sale reflects $1821. 93 paid in taxes. The incompetence on the part of Fusion and them not knowing how to properly do their job is causing me lots of problems and if i do not ad Navy to title it will cause further financial hardship.

  Business response

  04/10/2023

  Hello,

  We apologize for any delay or confusion in processing your lease purchase. Our records indicate the requested tax letter was mailed on April 3rd of 2023 via USPS.

   

  Sincerely,

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

  Customer response

  04/10/2023

  Complaint: 19913923
  
  I am rejecting this response because: the document says i paid no taxes when in fact i did pay some taxes. the taxes that would be remaining should be for the residual amount that was due not the complete taxes for the entire sale price , which is how dmv would interpret your letter.
  
  Regards,
  
  ***************************

  Business response

  04/11/2023

  ******************,

  I apologize for the confusion. As the lease has been terminated early, you are still responsible for taxes due on the sale amount including the outstanding payments. This amount will be determined using the bill of sale. The letter you received states that we have not paid any taxes on your behalf to the DMV. 

   

  Sincerely,

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

  Fusion Auto Finance

  Customer response

  04/12/2023

  Complaint: 19913923
  
  I am rejecting this response because: I am aware i am responsible for the outstanding taxes. However like i said the original letter stated i paid no taxes which is not correct. I would be responsible for what would have been the remainder of the taxes which should be the total taxes minus what i already paid the dealership in taxes. This should have been outlined in the original lease agreement but it was not. I have leased vehicles in the past and all the details are always outlined clearly on the least agreement to include the buy out option and the tax balance that would be owed. Moving forward you may want to reevaluate this and start including this information in your lease agreement. I am waiting for the new letter from you in the mail before i close this out. hopefully you got it right this time.
  
  Regards,
  
  ***************************

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was first told my Fusion Auto Finance that I would receive $1,500 for returning my lease. It was never mentioned that damages or the $400 disposition fee would come out of that $1500. I returned my 2019 ***** CRV on 1/5/2023 and I later received a bill on 2/7/2023 for damages. A small, microscopic ding in the windshield that i had no idea that was there and a $350.00 fee for a missing Key. Low and behold i did not receive my $1500 check they deducted the charges from the promised $1500.00. I was able to get my hands on the extra key and I contacted fusion on 3/23 to let them know if located it and how i can sent it back and go about receiving my refund. I was told by *****, the same gentleman that promised the $1500.00 via phone on 1/3/2023 that it was too late to return the key! It is a disgrace that this company can continue to scam innocent people.

  Business response

  03/24/2023

  Hello,

  Our records indicate the buy back offer made was for $1,500 to you, $1,000 waived wear and tear and to waive the $400 disposition fee. There was a final payment due to the credit union, which Fusion did not agree to pay. The disposition fee was not deducted from the amount. According to the lease agreement the vehicle must be returned to us with all equipment present. As the vehicle had been sold by March 23rd, the missing key could no longer be accepted. Additionally, any damage to the windshield is chargeable. The check was sent to your address on January 23rd.

   

  Sincerely,

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

  Customer response

  03/24/2023

  Complaint: 19642166
  
  I am rejecting this response because: I want a refund for the key in the amount of $350. I will be contacting my lawyer! 
  
  Regards,
  
  *****************************

  Business response

  03/27/2023

  Hello,

  As stated in the previous response: the vehicle is expected to be returned with all equipment present. We allow a grace ****** for items like keys, but they must be returned in a timely fashion as the vehicle has to be remarketed. 

  Sincerely,

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

  Customer response

  03/27/2023

  Complaint: 19642166
  
  I am rejecting this response because:
  I was never provided a grace ********* I want a refund for the key. I have a call into my lawyer 
  Regards,
  
  *****************************

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