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Business Profile

Car Buying

Lease End, LLC

Complaints

This profile includes complaints for Lease End, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 47 total complaints in the last 3 years.
    • 23 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/02/2025

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was trying to get a sense of what it would cost to do my lease buyout through Lease End and submitted my information on their website. The very next day, I got several hard inquiries from different financial institutions, but nowhere in the process it was said that hard inquiries would be done. If they had made it clear, I would NOT submitted the form.Serious companies will be explicit about hard inquiries, and not try to mislead customers by disguising it as "pre-qualification for credit" on their disclaimer (which suggests soft inquiries rather than hard inquiries). Exact phrase in the disclaimer was: "I authorize Lease End to obtain such information solely to conduct a pre-qualification for credit."This is a huge trustbuster! Being transparent with your customers is how you succeed in the long run, not by being shady about it.

      Business Response

      Date: 02/12/2025

      Thank you for reaching out and sharing your concerns. At Lease End, we are committed to providing transparency and ensuring a positive experience for our drivers. We deeply regret that you felt misled during the process and we appreciate the opportunity to address your concerns.
      We understand your frustration regarding the hard inquiries you experienced after submitting your information through our website. When a customer submits their information for a ********************** buyout, our process includes a credit check to help determine the best financing options available to you. We will review our messaging to ensure that we are fully transparent in the future.


      The hard inquiries are a standard part of the credit process when lenders evaluate financing options, and we recognize that this can be concerning if unexpected. We take customer trust seriously, and it's always our goal to provide clear and upfront information about the steps involved. While we understand your concern about the multiple credit inquiries, please be reassured that the credit reporting agenices typically view these as one hard inquiry. (See the following: ************************************************************************************************) Further, as part of our process, we are unable to remove any inquiries from your credit history as you gave consent in our application process. 

      Once again, we truly apologize for any confusion caused, and we are taking steps to improve our communication to prevent this from happening in the future. If you would like to discuss this matter further or have any questions about your account, *********************** feel free to reach out to our customer support team directly at ******************************  

      We are here to assist you. Thank you for your feedback and for helping us improve our processes.

      Customer Answer

      Date: 02/12/2025

       
      Complaint: 22890758

      I am rejecting this response because no actual solution or actionable items were provided by LeaseEnd.

      I did not give consent to hard inquiry.  Nowhere in your disclaimer this is mentioned clearly, so it's yet again deceiving to say that I actually did give such consent.

      I'm giving you one last chance to make it right and help me remove the hard inquiries.  If nothing is done, I'll be escalating this issue yo the right consumer protection bodies so they can judge for themselves your practices. 


      Sincerely,
      *******

    • Initial Complaint

      Date:02/01/2025

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am looking to buy out my lease with ***** financial I received a call from ****** Never was the interest rate disclosed until after I signed It was 11%I reached back out to company within 12 hours to tell them I changed my mind and it states their website is unsecured and I cannot access I opened the email the sent and tried to log in from there and it states I have wrong sign in info and Im sure I do not!Feel Ive been scammed!Want out of this contract and no further dealings with this company!I sent a copy of my drivers license and am very afraid!

      Business Response

      Date: 02/01/2025

      Dear **** *******,
      Thank you for reaching out to us. We want to sincerely apologize for the frustration you've experienced and any confusion regarding the interest rate and the online access to your account. We understand how important it is to have clarity and peace of mind when it comes to financial matters, especially when it concerns your lease and personal information.

      We have already canceled the transaction as per your request. Our team takes your concerns seriously and we are investigating the issue regarding your online access to ensure such situations do not happen again.

      Please know that your information, including your drivers license, is secure with us. If there are any additional questions or if you would like further clarification, feel free to reach out directly. We are here to ensure your experience is positive and will continue to support you in resolving any remaining issues.

      We appreciate your understanding and are committed to addressing your concerns promptly. We value the trust you place in us, and we want to make sure you feel confident and informed in your interactions with Lease End.
      Thank you for bringing this to our attention.
      Best regards,

      Lease End

    • Initial Complaint

      Date:01/03/2025

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am a beneficiary of my mother bank account. . She passed away on 6/03/23. I still have not received the funds for hee accounts. I was told the check is in the mail multiply times and the estate **** keep trying to get a court order to get my ****** Because it is a Pay open death account they are not subject to go thru probate and was suppost to be pay out . The bank keep trying to use the adminstatoe of the estate to keep the funds. The bank account are in a hold stage until the courts force the estate **** to release the funds. The pay open death policy is a contract with the bank and the account owner an should be honor. The extra fee of geting a court order is unnessary and unfair . I try to work with this **** for over 18 month trying to resolve this issue to have them to put me back to square one. I don't know what can be done beside court but I thought it should be noted for people to be aware of this problem so it will not happen tt Again. Thank you for hearing maybe you can met them to at lease follow ter policy

      Business Response

      Date: 01/10/2025

      Thank you for sharing your concerns with us. We understand the difficulties involved in resolving matters related to estate accounts, and we want to clarify that Lease End does not handle insurance policies, banking services, or estate management issues. As we are not involved in the process described in your complaint, we are unable to assist with the resolution of this matter.
      It seems the issue is related to the actions of a bank or financial institution handling your late mothers account. We recommend reaching out directly to the institution involved, as they would be best positioned to address the concerns regarding the funds and the court order process.
      We truly empathize with your situation and encourage you to continue working with the relevant bank or legal advisors to resolve this matter promptly.
      Thank you for your understanding, and please do not hesitate to reach out if you believe there are aspects of this issue that relate directly to Lease End or our services.
      Sincerely,
      Lease End
    • Initial Complaint

      Date:11/22/2024

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 10/9/24 my dad age 93 and hearing impaired was mislead into signing an unreasonable car loan for a leased car he had that was coming close to an end. He didnt understand what they were saying or having him sign. The woman was very fast talking and kept referring to insurance that was included in his payment. We have the transcript of the conversation because he is hard of hearing. By the time they were done with him, his end of lease buy out of $21,137, became a $28,000+ 7.9% 6 yr loan, after 6 yrs he wouldve paid ****** to **********. My dads credit is 800+, excellent. He never wouldve gotten himself into this if he understood any of it, they are refusing to cancel, and now threatening with escalation to management and to tow his car away and sell it to pay *****. My mom called within 3 business days to cancel Once they realized what had happened, but she was yelled at and hung up on. Ive tried to deal with them as well, ending up on the phone with a very bullying man saying they wanted to know when they could come tow the car. He hasnt even missed a payment yet, but he does not want to pay this ridiculous loan and he never signed the paperwork for the registration and title work. They sent him a hard copy giving them POA but I told him he shouldnt sign anything further.

      Customer Answer

      Date: 11/26/2024

      Complaint #******** Yesterday Nov 26 my dads car was towed away. He looked out the window and saw his car being put on a tow truck! He called me immediately, completely distraught, he was crying saying a tow truck driver was there and he had put his car on his tow truck. The driver came to the door asking for his car keys and my Dad begged him to speak to me, reluctently he did. When I asked what was happening, he told me he was there to repossess the car for non-payment. I explained that we had been disputing the contract with the company and that the agreement was not legally binding because my dad had no idea what he was e-signing. I also told him the first car payment was due Nov. 23, 2024 and he would've only been 3 days late. The driver said he had the paperwork from the loan company. He said he reported the pick-up to the local police and was authorized to take the vehicle. He said it was already on the tow truck; nothing could be changed. I told him I was 10 minutes away from there and I was coming to look at his paperwork. I asked him to please wait., my dad was not hearing or understanding what he was saying to him. After we hung up, he told my dad to give him the keys and he would wait for me. As soon as my dad gave him the keys, he got in the tow truck and drove away, leaving nothing behind about who he was, the company he was hired by or where he was taking the car. Immediately, I jumped in my car and headed to my parents' house which is 5 minutes away. On route, I passed the tow truck with my Dads car on it! The entire time my dad's on the phone with me crying and hysterical, repeating I'm deaf I don't understand what's going on, Please help me". I was afraid my dad was going to have a heart attack; he was alone and completely distraught. I havent been able to get in touch with the tow company and the car with his belongings are gone with it. We are completely lost here. The tow driver contacted the Brockton Police before coming and said he was picking up the car for non-payment, this seems outrageous and I cant get LEASE END on the phone. 

      Business Response

      Date: 11/28/2024

      We are deeply sorry to hear about the distressing experience your father had in these communications and especially with the vehicle repossession, and we truly empathize with the fear and confusion this situation caused for both of you. We understand how frustrating this must have been, especially given your fathers circumstances.

      We will thoroughly assess our representative training protocols to ensure full customer awareness and understanding are confirmed before any future agreements are signed or submitted, especially in situations where communication barriers may exist. It is our responsibility to prioritize clarity in every interaction, and we regret falling short of those expectations in this instance.

      Customer Answer

      Date: 12/01/2024

       
      Complaint: 22591740

      I am rejecting this response because: I spoke to a woman named ***** at Lease End, on Nov. 28 regarding the repossession of this vehicle. Thru-out the conversation, she acted very confused and at one point that Lease End did not hired the tow company, and that it mustve have been ************** who held the original lease with my dad from 2021 til 2024, because the new loan with ********** was canceled. After I continued to question her and explained ****** had already acknowledged LEASE END did hire them and asked to me send her a copy of my license and giving me a 7 digit number that she said would  help me get an approved appointment and authorize me as his daughter to collect his personal items, so that this 93 year old man would not have to walk thru a junk yard. I had already gotten 2 denied appointments with JMac Distribution & Repossession. This tow company makes it impossible to get anyone on the phone. A company who is specifically in the business of repossessing cars and selling them at auction and avoiding any contact all appointments to access your personal property or vehicle must be made online and then within 72 hours will confirm or deny your request. Conversation attached. I even went to the ******** police department on for help where **** had the vehicle who said this was a civil matter nothing they could do. I think LEASE END was just back pedaling after seeing my outlined message to ****** on Nov 27, basically out-lining everything that had transpired with them. The response is unexceptable. This is simply stealing an old mans car right from under his nose, without any regard for him or the laws that have been put in place to protect him.

      Sincerely,

      ****** *****

      Customer Answer

      Date: 12/11/2024

      No, the loan has not been cancelled. On Monday we sent a certified letter to ***** in response to the letter attached, explaining the details of what happened with LEASE END since the very beginning. Originally, we  hoped this could be resolved by simply cancelling the loan; but its no longer that simple. Now that LEASE END has repossessed the car, my dad has a loan for $27,141 for a RAV4 he doesnt even have. This loan is over $6,000 more than what his end of lease buy out had been. He rented a car after the RAV4 was repossessed just to get around but that was getting expensive AND we were afraid this repossession would show up on his credit report, which had always been above average, so he was forced to hastily lease another car. I think LEASE END is involved in some kind of lending practices that are unethical and most likely illegal. 

      Customer Answer

      Date: 01/07/2025

      Im not clear how its been determined that the complaint has been resolved, could you update me? 

      I believe last time we spoke regarding complaint status was that Lease End would be selling the car they repossessed on Nov. 26.
      The resolution would have been return my dad to the same position he was in before he signed online with ***** from Lease End since it was clear he was mislead into signing something he did not understand.
      We still dont know if the ********** loan was fully paid off by the sale of the car they underhandedly stole from my father.  
      If not the remaining amount is now still my dads debt. We do not know if the car sold or 2. if so for how much, 3. is there an outstanding balance and 4. what is the impact on dads credit rating. 

      The price he has paid since the moment this company took advantage of him, can never be repaid. Besides the money this has cost him, emotionally he will never be the same. His confidence and his sense of security has been greatly diminished after he found himself so easily fooled by these fast talkers. A retired mechanical engineered, and a volunteer teaching English to people from all over the world, new to this country and later a volunteer teaching senior citizens computer basics.
      A devoted member of **** due to of his love for animals. This man at ****************************************************************** the end to be tricked, manipulated and embarrassed by Lease End is a disgrace to all of us, and the laws we have in place protecting consumers and above all our senior citizens. This is not over. 
      I would ask that this be included in the complaint notes. 

    • Initial Complaint

      Date:10/28/2024

      Type:Order Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They charged me $2500 for a vehicle service contract. I have no documentation and do not know who is holding the contract or who to contact if I need to use the contract.

      Business Response

      Date: 11/04/2024

      Were truly sorry to hear about the confusion and frustration regarding your vehicle service contract. At Lease End, our mission is to deliver "The Only Loved End-of-Lease Experience," and we know that clarity and support are critical parts of this journey.

      To help resolve this as quickly as possible, we want to let you know that your contract details and provider information are available in your online account portal. Well also reach out to you directly to provide any additional information you may need and ensure that youre fully prepared to utilize the contract if necessary.

      We apologize again for any inconvenience and appreciate your patience as we work to make this right. Thank you for giving us the chance to improve your experience with us. 

      Customer Answer

      Date: 11/04/2024

       
      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.

      Sincerely,

      **** ******
    • Initial Complaint

      Date:10/15/2024

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 10/02/2024 Lease End LLC provided false, misleading and pressured sales tactics to obtain my business. On 10/10/2024, I requested to cancel my contract while in the due diligence period and the sales representative ****** ignored my request and proceeded to contact me and also had other representatives reach me as well. To date, I have bought out my lease with Navy ******************** and they are the lien holders on title. Consequently, ************************ has continued to move forward with my contract and has a third party lender ***************** processing my information as if I am their customer. ***************** has also lied and indicated they paid off my vehicle which they have not and has proceeded to send me loan repayment information. Lease End LLC is very unethical, misleading, and post false information to gain business.

      Business Response

      Date: 10/22/2024

      Thank you for sharing your experience with us, Charity. We're very sorry to hear about the situation and any frustration caused during this process. At Lease End, we pride ourselves on providing transparent and respectful service, and we want to clarify that honoring cancellation requests within the due diligence period is a top priority, and we apologize if this was not handled correctly in your case.

      We also take any claims of misinformation and unauthorized communication very seriously and will be looking into this matter with both our team and ***************** to address any discrepancies.

      Please reach out to us directly so that we can assist you in resolving this as quickly as possible. We want to ensure that your concerns are addressed thoroughly and that you have the peace of mind you deserve. Thank you for bringing this to our attention, and we appreciate the opportunity to make things right.

      Customer Answer

      Date: 10/22/2024

       
      Complaint: 22422772

      I am rejecting this response because:

      I attempted to reach the *** (Chip) to no avail after he left a voicemail and to date, ***************** is still contacting me to setup up my account and actively requesting for me to follow up with them for an account that should have been cancelled!

      I received a voicemail from Upgrade on 10/21/2024 which indicates Lease End has not communicated my cancellation request to ***************** and I am still bogged down with this issue.

      I hoped for Lease End execs to step in and make this issue right after understanding my concern and or request; however, I am not confident they have resolved my issue due to the constant calls and emails from *****************.

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

      Business Response

      Date: 10/29/2024

      Charity, sorry for the poor experience here. Your transaction was cancled and finalized with Uprade on 10/18. You should no longer receive contact from them. Best to you.

      Customer Answer

      Date: 11/05/2024

       
      Complaint: 22422772

      I am rejecting this response because: I placed the remedy in my original complaint and made it known prior to contacting the BBB the issues at hand. There is no need to talk to anyone when I contacted both Lease End by phone and ***************** to no avail. This again is unwarranted back and forth when I have already decided not to move forward (nearly a month ago) with the transaction due to a lack of transparency and misrepresentation from the beginning to the cancellation request. Again, I have advised via verbal communication, text communication, and email communication that I am longer moving forward on my auto finance transaction and I am unclear as to what additional conversations need to be held. 

      Sincerely,
      ******* *****

    • Initial Complaint

      Date:10/08/2024

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 10/8/2025, a salesman went to my house at 7:30 at night to try and sell me on your product. Not only is this an unacceptable time to go to someones house but going to someones house a second time after being told that the individual is not interested is a ****** sales tactic. This company is shady and has no respect for its potential customers.

      Business Response

      Date: 10/14/2024

      Thank you for bringing this to our attention, Zachary. We sincerely apologize for the experience you’ve described, and we certainly do not condone repeated visits after someone has expressed they are not interested.

      While we train reps to respect when the driver is not interested, we will address this again with our team immediately. As your desired settlement is no further contact by our business, we will take special care to ensure that our representatives do not reach out to you.

      In regard to our direct-to-driver approach, many customers enjoy the personalized service and the convenience factor that it provides. But we recognize that it isn't a perfect fit for every driver. Again, we will review our policies and procedures among our door team. 

      Customer Answer

      Date: 10/14/2024

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 22399366, and find that this resolution is satisfactory to me.




      Sincerely,



      Zachary Menlove
    • Initial Complaint

      Date:10/05/2024

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The fees charged to me when purchasing my leased car were all calculated too high or were not necessary. Per Lease End:Per our conversation here is the fee breakdown below.Doc Fee: $699.00 -A refund in the amount of $699.00 will be applied to the back end of you loan to *********Title: $274 -We paid a third party $155 to process the title and registration paperwork in the state of IL. -Title change was paid in the amount of $165.00 Registration: $491.00 -A refund was issued to you in the amount of $491.00 and was sent via *** Tracking: 1Z8457630193443725 -We did pay $25.00 to transfer the plates on your vehicle.Taxes: $1302.78 -We remitted taxes in the amount of $1153.50 -A refund in the amount of $148.78 will be applied to the back end of your loan with ********. We heard your concerns regarding the fees. We will be issuing a refund on the doc fee and difference in the taxes collected versus remitted. A refund in the amount of $847.78 will be issued to ******** to be applied to the back end of our loan. Please let me know if you have any other ************ questioning the remaining fees concluded in a reduction of the total fees paid that resulted in an incorrect total financed amount. I repeatedly requested that Lease End send the corrected numbers to the bank for recalculation. They are insisting that the amount they paid to the bank covers the difference in fees and will not send the corrected total financed amount to the bank. Furthermore, they have NOT sent me a copy as well.I have part of the email conversation and the response from Chip regarding how Lease End establishes fees attached. The entire email conversation truncates automatically so I cannot keep it intact.This entire experience has made me wonder how many other people who are not savvy about purchasing a vehicle were also over charged.

      Business Response

      Date: 10/06/2024

      Dear Ms. ***************** you for taking the time to express your concerns, and we appreciate your patience as we work to resolve them. At Lease End, we strive to ensure a Driver Driven experience, prioritizing transparency and fairness in all of our interactions.

      We sincerely regret any confusion or frustration youve experienced and would like to address your concerns in detail.

      Communication with PNC Bank:
      We want to assure you that the corrected numbers, including the refunds for overpaid fees, have been communicated to ********. This communication is reflected the reality that your loans principal balance has been reduced by the amounte refunded. The decrease in principal directly benefits you by lowering the total amount of interest you will pay over the course of your loan.

      Clarification Regarding Your Contract:
      The contract you signed with ******** remains valid and legally binding, reflecting the original fees that were part of your initial loan agreement. While Lease End has refunded certain fees, these refunds do not alter the terms of your loan. Therefore, the contract cannot be redrawn or modified by Lease End. Such actio would require a new loan, or refinance.

      If you wish to adjust the terms of your loan, such as changing your monthly payment amount, we recommend exploring refinancing options with ******** or another financial institution. As weve explained, refinancing would allow for adjustments to the loan terms, which is outside the scope of Lease Ends services. Our current agreements with *** do not allow us to originate a refiancne transation.


      Refunds and Reimbursements:
      We have processed all relevant refunds, which has been sent to you directly, and additional amounts that have been credited to your loan with ********. These refunds have been applied to the principal of your loan, ensuring a financial benefit to you by reducing both the principal balance and the interest paid over time.


      We appreciate your request for clear documentation, and should you require additional records of the adjustments we have made or further proof of the communication with ********, we are happy to provide those to you. Please feel free to reach out to us directly for any additional clarification. We are happy to cooperate with BBB for mediation as well, if questions remain.

      We believe the actions weve taken address the financial discrepancies you raised, and we remain committed to resolving any outstanding concerns. If you have any further questions or would like to discuss this matter in more detail, were here to assist you.

      Thank you again for bringing this to our attention, and we hope this response provides the clarification you need.
      Sincerely,
      Lease End

      Customer Answer

      Date: 10/06/2024

       
      Complaint: 22384821

      I am rejecting this response because:

      Sending refunds due to me only has an impact on the remainder of my loan and has nothing to do with a corrected financed amount. My total cost for financing the loan is based upon the total financed amount. That amount on the contract is incorrect as all fees were included in that amount.

      The correct financed amount has NOT been sent to ******** NOR to myself. 

      Your response is simply more of the same that lead me to filing this complaint.

      Sincerely,

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

      Business Response

      Date: 10/16/2024

      Ms. *******,

      Thank you for your continued communication regarding this matter. We understand your concern about the total financed amount and want to ensure we provide full clarity on this issue.

      As youve noted, your concern is with the total financed amount on your loan agreement. However, adjusting or correcting this amount would require an entirely new loan to be underwritten. The loan you signed with ******** originated in November 2023, and the original documentation lays out the cost of financing based on that agreement.

      Impact of Refunds on Your Loan: While we have refunded specific fees, these refunds have been applied to the principal balance of your loan, which benefits you directly by reducing the amount you owe. This adjustment to the principal, due to the refunds weve provided, will shorten the life of your loan and reduce the total cost of financing. These changes have already been communicated to ********, and they have reflected this in the adjustment of your principal balance.

      Correct Financed Amount: If you are seeking new loan documents that reflect the updated amount financed, this would require a new loan or refinancing arrangement with your lender, ********. Lease End cannot alter the original terms of your loan agreement, but we have taken the necessary steps to ensure the refunds are properly applied to your existing loan, reducing your overall cost.

      We have communicated with ********, submitted the appropriate refunds, and verified that they have been applied to your loan. This process ensures that the principal amount of your loan has been reduced, which will result in less interest paid over the life of the loan.

      If you wish to explore the possibility of obtaining new loan documents or adjusting your monthly payments, we recommend discussing refinancing options directly with ********. Our agreements with *** do not allow us to originate or modify loans.

      We hope this explanation clarifies the steps weve taken and the role we play in this process. If you have any further questions or concerns, please feel free to reach out, and we are happy to continue working through the BBB mediation process as needed.

      Thank you again for your patience and for allowing us the opportunity to address your concerns.

      Sincerely,

      Lease End

      Customer Answer

      Date: 10/16/2024

       
      Complaint: 22384821

      I am rejecting this response because: You have given me no new information and I am still waiting for you to correct this situation. 

      I have a new question though. Does this count as arbitration?

      Sincerely,

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

    • Initial Complaint

      Date:09/28/2024

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of transaction: August 3, 2024. 1) Lease End, LLC charged me a $395 disposition fee that they should not have charged me. I had to run in circles to get this fee refunded. A disposition fee is paid when a leased car is being returned. When I inquired about this fee I was told "they pay it for everyone". Even more odd is that when they submitted the payment to my leasing company to pay off my leased vehicle, they did NOT send the $395. I would like to know why they A) charged a fee that doesn't even make sense in relation to the transaction and B) if they thought the fee was necessary, why was it not paid to my leasing company as part of my payoff (it was included on my finance agreement!) 2) Lease End, LLC charged me a $145 fee for a third-party title processing service. They say they charge a fixed $324 to all of their customers for title processing. How is this possible when title transfer fees are different from state to state? It seems as though some customers would then be underpaying, some would be overpaying. I also would like to know why their title employee, Saran, personally represented herself as the person submitting my title work application to the state and listed her name on a limited power of attorney form if she was not personally processing my title. Furthermore, the third-party title transfer fee was indicated on the finance agreement in the line item "Government Certificate of Title Fees", and it was never disclosed to me that part of the $324 was used to pay a third-party title service. I do not believe this is legal in the state of ***** or *********. I am seeking the following regarding this point: proof that a $145 was paid to Dealer DMV for my specific title transaction, proof that not disclosing the use of a third-party for title processing service is legal in the state of ***** (even though I think it also has to be legal in the state I reside in), and an exact breakdown of the $324 fee. Thanks!

      Business Response

      Date: 10/05/2024

      Thank you, ********, for sharing your concerns. We genuinely regret the frustration you've experienced and understand how stressful these situations can be. At Lease End, our goal is to provide a smooth, Driver Driven experience with full Transparency, and its clear we fell short of that for you.
      To address your specific points:
      The $395 disposition fee is tied to your previous lienholder, *************** While weve made multiple attempts to remove this charge on behalf of our drivers, it remains a standard requirement from Ally during the payoff process. Were glad you were able to resolve this directly with them.
      Regarding the $145 title service fee, Lease End works with both in-house teams and trusted third-party title processing companies to handle title and registration matters across all 50 states. While one of our employees may have directly handled parts of your title paperwork, the third-party partner was essential in ensuring quick, state-compliant processing. The use of third-party services is industry standard and designed to keep costs lower for our drivers while streamlining complex title and registration processes. We apologize if this wasnt communicated clearly in your contract and will review our processes to ensure better clarity moving forward.
      We value your feedback and are committed to maintaining Trustworthiness in all aspects of our service. Our leadership team is aware of your situation, and we remain open to discussing any additional concerns you may have. Please feel free to reach out to us directly, and well work with you to make this right.
      Thank you again for your feedback, and we appreciate the opportunity to improve our communication.

      Customer Answer

      Date: 10/05/2024

       
      Complaint: 22354272

      I am rejecting this response because:

      While it's still odd that the disposition fee was "required" even though you did not pay it on the second attempt to my off my car lease with Ally, I will drop that point for now and let the other agencies that now have all of my information, deal with this.  Your response regarding the disposition fee may be somewhat plausible had your employee, ****, been able to tell me from day one what made up my payoff quote, but since she said "I don't know" that is obviously a red flag that she was trying to hide something.  A person processing car loan transactions knows what makes up the payoff quote.  There is no way around that point. 

      You still have failed to address some questions from my complaint regarding the following: 
      -I want proof of the amount paid to the third-party service you claim you use for processing titles.  I have sent this request to you also, numerous times via email, and I have yet to receive a reply.  
      -How do you charge one flat fee of $324 when title and registration fees vary across states? 
      -For my specific transaction, what fees made up the $324?  I want an exact breakdown.  

      Thanks in advance for a thorough reply that addresses the questions above.  If you cannot disclose this information via a public complaint like this then please, for once and for all, send me any information you deem confidential to my email.  I know you have my email address.  I will await your reply. 


      Sincerely,

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

      Business Response

      Date: 10/16/2024

      Thank you again, ********, for your patience and for allowing us the opportunity to address your concerns in more detail.


      Regarding the title processing fee of $324, this amount represents the combined overhead costs to process titles using both our internal resources and external third-party services. Our third-party processing partner charges us $178 per title, which includes handling, processing, and express shipping costs. In addition, our internal processing costs average $150 per title, covering labor and administrative efforts to ensure titles are properly handled and compliant with state-specific requirements. As you can see, these costs exceed the $324 charged to our customers, but we aim to keep the fee flat and consistent for all drivers to simplify the experience, despite variations in state-specific fees.

      We understand that these details may not have been fully transparent in our initial communications, and we sincerely apologize for any confusion. We are committed to improving our communication to provide a clearer breakdown in the future.

      As requested, we will also send this information to your email for your records, ensuring you have all the necessary documentation.
      If you have any further questions or would like additional clarification, we are more than happy to assist. Thank you once again for your feedback and for helping us improve.

      Customer Answer

      Date: 10/16/2024

       
      Complaint: 22354272

      I am rejecting this response because:

      I was previously told that the title processing fee was $145, and processed through Dealer DMV. How did the amount suddenly change?

      I've previously requested proof of payment to Dealer DMV.  Are you also sending this to my email?  

      Thank you for the additional information.  I will update my complaints with the various government agencies so they are aware of this new discrepancy.  

      Sincerely,

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

    • Initial Complaint

      Date:09/11/2024

      Type:Delivery Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have not received my license plates or registration and they have had my title for two weeks

      Business Response

      Date: 09/12/2024

      This complaint is 100% resolved. I appears the customer may have misinterpreted the facts our team provided them.This title and registration processing has been completed. The reason that they have not received their title is because MA is not a title holding state. The title is held by the financial institution until the loan is satisfied. The following is a detialed timeline of the transaction. 

      8/5/24 - Customer signed the contract

      8/10/24 - Payoff was received by prior lienholder

      8/24/24 - Lease End received title from prior lienholder

      8/28/24 - Title and registration application was sent to the MA BMV for processing.

      9/11/24 - Title is confirmed perfected with new lienholder assigned. Registration is enroute to the customer.

      This link explains the difference between title holding/non-title holding states

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

      It appears this issue was an unfortunate communication and has been resolved.

      Customer Answer

      Date: 09/12/2024

       
      Complaint: 22274290

      I am rejecting this response because:They have had the title for two weeks, it does not take that long to register a car, total failure to perform on their part. Ill accept their excuses when I receive my plates.

      Sincerely,

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

      Business Response

      Date: 09/19/2024

      The customers observations and complaints do not accurately reflect the reality of the situation. The timeline and details provided in our initial response clearly demonstrate that Lease End processed the title efficiently, well withinand even exceedingindustry expectations. No harm was incurred in this process, and we believe this claim is a misrepresentation of the actual events.

      Customer Answer

      Date: 09/19/2024

       
      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.

      Sincerely,

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

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