Complaints

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.

• Initial Complaint

  Date:05/02/2024

  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 went to re-lease with ***** on 2/17/2024 after receiving mail about an incentive for an early turn in and President's *** sale. After being a customer for 6 years, ***** was unwilling to work with me so I decided to explore other leasing companies and signed with ****** on the same day. My ***** CRV was left at the ****** dealership to be picked up at a later date by Cal Automotive. The ****** rep inspected the vehicle and mentioned they saw one issue, which was a slightly damaged front bumper. I received an appraisal report from Cal Automotive on 3/13/24 that included damage for front bumper and grille, hood, roof, lift gate and electrical. I requested pictures of the vehicle and received these on 3/14/24. There was no rust on the hood when I turned the car in and not sure how it can have any rust with the car being less than 2 years old and never in an accident. The roof was not damaged when I returned the car and they are charging 5 hours of body labor and 3.6 hours of paint labor. There are no pictures or proof of the lift gate and electrical to validate the noted expense. There are also no pictures or proof of the headliner where they want to replace and install for 5.7 hours of labor. There were zero pictures taken of the interior to validate the expense. I'm not sure what these other labor charges are for such as drip molding and sunroof glass. Cal Automotive seems to be charging for things that aren't warranted. I think the company is somewhat bitter since I didn't sign a new lease agreement with them and are making up charges. I will not be paying the balance due at this time until a fair resolution is in place. Also, I should have been made aware of that I could have gotten my own appraiser before handing in the vehicle.

  Business Response

  Date: 05/03/2024

  In preparation for this response, I reviewed the account notes, the final invoice, damage appraisal, and transport records.
  First, I must begin by noting that the staff at the ************ where the vehicle is delivered does not have customer or account information. They are solely responsible for checking the condition of the vehicle and assigning the appraisal service if the vehicle has damage. The transport carrier and the appraisal service are two separate and independent companies.
  CAL Automotive is not affiliated with ***** or any manufacturer. In addition to *****, we provide lease financing for multiple manufacturers,including ************************** and others.
  The damage appraisal is a list of the repair steps and times needed to restore the vehicle to an undamaged condition, not a list of damages.The damage to the vehicle consists of damage to the front grille that is cracked; two rusting chips on the hood just above the headlight on the passenger side. The front bumper needed to be removed and reinstalled to correct the alignment; and two dents on the roof of the vehicle.
  Paint and labor charges for adjacent panels and equipment noted in the appraisal report with R&I means as part of the repair process those items needed to be removed and reinstalled. Accordingly, there is no damage to the lift gate, but the hinge covers need to be removed to take off the roof panel to repair and paint the roof. Along with the satellite antenna,the sunroof glass and moldings around it.
  The transport pictures taken before the vehicle was removed from the ****** dealership show the front bumper was not properly aligned when the vehicle was picked up. Transport did not take pictures of the roof panel.
  I encourage the consumer to contact me to discuss any remaining questions or concerns so we can work to an amicable resolution of the account. 

  Customer Answer

  Date: 05/09/2024

  
  Complaint: 21657191
  
  I am rejecting this response because:
  
  I agree with the bumper not being aligned. The grille was not cracked when I returned the vehicle. Not sure how there could be any rust on a car that was 2 years old and never in an accident. There was no damage to the hood of the car prior to it being turned in to ******* There are no pictures of the interior proving that the headliner needs to be replaced which is 5.7 hours of labor. I will call the business next week to see if we can come to a resolution.
  
  Regards,
  
  ***************************

  Business Response

  Date: 05/20/2024

  According to the terms of the Lease Agreement, the Lessee remains responsible for the condition of the vehicle until it is in CAL possession. A surrender to the custody of a dealership is not CAL. It is in CAL possession when it is placed on a transport vehicle assigned by CAL; whether that pick up is from your driveway or the dealer's lot. This means that if someone damages the car on the dealer's lot; the lessee is still responsible for the damage. I cannot say that this happened to this vehicle, because I don't know when the vehicle became damaged only that it arrived in this condition. 

  There are several factors that will cause damage to rust. If the paint or top clear coat is compromised and the vehicle parked outside in the elements its possible rust can develop. In areas close to the coastline, the addition of salt air to the compromised paint can also cause rust to develop. Rust will not develop as quickly as overnight but it does not take years to develop. 

  I look forward to speaking with the consumer. 

   

• Initial Complaint

  Date:11/27/2023

  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.

  Never in all my years of leasing have I experienced such a scam leaving me with negative equity after timely payments. This is a back end scam to have you owe a huge amount at lease end and force you to go back to the original dealer for yet another bad deal.

  Business Response

  Date: 11/28/2023

  There is a misconception that a lessee has equity in the vehicle they had been leasing. However, a lease agreement is essentially a rental contract. The terms of the Lease Agreement contain an option to purchase the vehicle at the end of the lease term for a set price.  
  The buyout amount for the Lessee is set in the terms of the Lease Agreement. The lessee can purchase the vehicle for the purchase amount stated in the contract plus the purchase option fee; there is no price increase or negative equity applied ever. The purchase amount is set for the Lessee.
  The Lessee cannot assign his right to purchase the vehicle for the contracted price to any other party. Because the vehicle is ************ until the purchase option is exercised, CAL will sell the vehicle to any third party (A person or entity not named in the Lease Agreement) for its current market value.
  The Lessee can purchase the vehicle, since it would then be the lessees property, it can be sold for whatever price he sets. 

  Customer Answer

  Date: 11/28/2023

  
  Complaint: 20920532
  
  I am rejecting this response because:
  The dealer and Cal automotive did not specify only they can purchase the vehicle. I would like to see such paper work. I would like to know if its legal to charge 50 cents a mile for overage and I would like to know how in the world as i approach my lease end I am negative in equity of $6000 per the dealership and cal automotive. 
  

  I am not an attorney if I involve one I am sure I will be made whole. Please forward all signed documents from me to cal for review 
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 11/28/2023

  A copy of the Lease Agreement will be sent to your address email on file. 

  Again there is no negative equity applied. There is a price increase to a third party buyer, because the vehicle's current market value is higher than your purchase option. The third party dealer is making you pay for their cost to purchase the vehicle. That is not negative equity. 

• Initial Complaint

  Date:08/28/2022

  Type:Sales and Advertising 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 went to lease a car from ********************** in ********* ** on 8-27-22. They quoted me a rate for the car and then hand it to their finance department. They ran my credit threw Cal auto and it was denied. So I said I would get a co-signer for my car and lets move on. They do not allow co-signers which I was told. Meanwhile when I filled out ************** they took a co signer and thats why I got denied. There policys and not clear and not explained. Now because of there MADE UP RULES I got hard inquiries on my credit sheet which I was not aware of prior to applying to them. Between Cal automotive and ******************** they are just shaking down hard working people for there money.

  Business Response

  Date: 08/29/2022

  Unfortunately, the joint application was not approved based on credit factors affecting the applicants. Often adding a qualified co-signer to an application, depending in the factors that caused an individual application to be denied, would create sufficient circumstances that can lead to an approval. That was not the case in this instance. The sales and finance representatives at the dealership would not be able to determine an approval on behalf of the lender/leasing company; and can only encourage the consumer to apply so the lender/leasing company can reach a decision. Reasons for the denial are sent by mail to the address indicated on the application. 
  Because the application was submitted, and the credit report was reviewed in conjunction with the application; the inquiry cannot be removed.

  Customer Answer

  Date: 08/29/2022

  
  Complaint: 17787092
  
  I am rejecting this response because:
  I was informed by ***************** a employee at ********************** in ********** ** that I could not reapply with a qualified co-signer or I get a signer for the car and I become the co-signer. My application can never be resubmitted again and if I wanted the car I would have to pay $750 a month. Again Im not being told the truth about Cal Automotive leasing policy. 
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/31/2022

  CAL cannot respond to statements made by the dealership, because CAL was not present and does not know the context. CAL will process any application that is presented; CAL was presented with two applications in your name from Town and County. One was denied, the other was withdrawn. 

  CAL does have set standards for credit approvals; it is not our intent to deter any consumer from applying for lease financing each application submitted is evaluated on its own merits, however we cannot approve applications that do not meet the approval criteria. 

  Customer Answer

  Date: 08/31/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. Thank you and this info will be forwarded to the *** AG office because I will be filing a suit against this dealership. Thank you again and I hope to do business with you in the future. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/26/2022

  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 have a leased vehicle through this company, it is a 3 year lease with 1 year remaining. I have recently made a deal on a new vehicle, however when the dealership tried to process the buyout of the lease they were informed the buyout was about $4000 higher than spelled out in the lease agreement. By the calculation terms in the contract the buyout should have been about $17,400, however the lease company is now saying the price is $21,700. Their reasoning is the lower number is "available to me" and the higher number is for "anyone else." There is no language in the contract to back this up or clarify in any manner. There is no language of a "third party price," how it's calculated, who it applies to, what the process is, or any relevant information at all. In speaking with their legal team, they claim this "third party price" is based on market value, however, there is no mention of this in the contract. This simply means that "market value" cannot be trusted and for all intents and purposes the company can set their price to whatever they feel like, hypothetically even $1,000,000. This is an extraordinarily slippery slope and nefarious business practice. With this type of infinite price leverage the leasing company can unilaterally prevent me (and everyone else who has a lease from them) from trading in my vehicle until the lease is complete, essentially "locking" me in for the full length of the lease. Again, they are doing this without ANY language explaining this process in the contract. Because of this I am seeking for the company to honor the "first party price" as the true buyout price of the vehicle for any party, as it is outlined in the contract.

  Business Response

  Date: 07/27/2022

  This is in response to the consumers complaint concerning the third-party buyout of a leased vehicle. The Lease Agreement covering this transaction is between CAL as the Lessor and the consumer as the Lessee. The terms of the lease apply to these parties, not these parties and unknown third parties.
  A lease agreement is essentially a rental agreement for property belonging to the Lessor. The Lessee pays a monthly fee for the possession and use of the vehicle over the lease term and is subject to mileage limitations and requirements for the maintenance and care of the vehicle to ensure the value of vehicle remains at least the residual value stated in the lease.
  The terms of the lease do not provide for any ownership equity to transfer to the Lessee unless the Lessee purchases the vehicle from the Lessor. Consequently, the full ownership interest in the vehicle rests solely with the Lessor.
  CAL maintains the Lessee is certainly within her rights to purchase the vehicle from CAL for the amount stated in the Lease Agreement and is not preventing her from doing so. CAL is not required to sell its property to any other party based on the terms of the Lease Agreement because the agreement is only between the parties named in the lease as Lessor and Lessee.
  The contract states the Lessee has the option to purchase the vehicle for the sum of the lease payments, residual value, plus a $500 purchase option fee. The contract also clearly states I (Lessee) may not assign my rights and options under this Lease.
  CAL has offered to allow the consumer to terminate the lease early and turnover the vehicle to CAL possession.
  

  Customer Answer

  Date: 07/27/2022

  
  
  Complaint: 17625148
  
  
  I am rejecting this response because:
  
  I am not claiming equity in the vehicle as I do not own the vehicle, I am claiming equity in the lease contract. CAL Auto agreed to a specific residual value and means of calculating buyouts based in that value. In skirting using this stated value CAL automotive is in breach of their contract with not only myself, but every single person they've leased to. I've spoken with members of the originating dealership who state they were able to achieve their standard payout regardless of party as recently as July 1st. Also, on July 1st CAL Auto changed their website to have the different categories of buyout party instead of the one buyout figure as it was before this change. This can be easily proven by looking into the back end of their website, as all changes and historical versions are stored with times and dates corresponding to them.
  
  If CAL can prove that the website was always designed like this with the 4 payouts instead of the one I will drop this issue. However through my own recollection (and the memory of others who have leased through the company and recently tried to buyout their vehicles) this is not the case and the code was added to the website long after my contract was initially signed.
  
  
  
  Cheers,
  
  
  *****************

  Business Response

  Date: 07/28/2022

  There has been no change to the customer view of the website in years with regards to the buyout types. As stated, the buyout to the customer/Lessee is based specifically on the on the Lease Contract. CAL has and always will sell the vehicle to the named Lessee based on the terms of the lease.
  CAL is within its rights to sell its property to any other party based on market conditions for the vehicle.