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Business Profile

Auto Rentals and Leasing

Swapalease

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 5 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:11/14/2024

    Type:Service or Repair 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.
    Service began on or about July 2023. Was an ongoing subscription, with a one time initial payment.

    Business Response

    Date: 12/03/2024

    To Whom It May Concern:
    I would like to apologize that the services provided by Swapalease did not meet the expectations of the client.  We understand the importance of providing a high level of customer service and it has been our goal to do so for nearly twenty-five years.  Additionally, we believe that our level of service helps set us apart as other online companies.  

    Regardless, Swapalease is on a very different page from the client regarding BBB the case brought forth for multiple reasons.  First, we do not guarantee a successful transfer or sale period when one uses Swapalease to help exit their lease.  Second, our standard policy is no refunds, and even when a refund is merited it must happen within 30 days as opposed to essentially a year and half later.  Both policies as well as others are agreed upon by a lease seller when they signup to use our services and are even reiterated via email.  It should also be noted that we lived up to our guarantee to service the account and the associated lease transfer listing throughout the duration it was advertised with us. 

    That said, we wish the client had more success using our services, but we do not believe a refund of any amount is due because we provided our services as agreed.  As a matter of good faith, we have added a credit to the customer’s account for the original sale amount should they have a need for our services in the 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
    11224 Cornell Park Drive
    Cincinnati, Ohio 45242

    T: ###-###-####
    E: ********************

    Customer Answer

    Date: 12/05/2024

    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.


    Unacceptable response. Unfortunately, as I informed the representative that I was under emotional distress due to a personal family matter, the individual upsold me to a more expensive "package at a discount rate" causing me to select a  more expensive "package" than I was anticipating, based on the promises of the sales representative. I was also ensured that, "due to the high success rate" with "prior clients" that my vehicle would secure a buyer in under a year, which did not happen. Regardless of the time that lapsed, throughout that time I expressed concern with the organization that I didn't feel there was a real "audience" that the vehicle was being advertised to. The response I received was to give time and that my posting would be "boosted" to try to get another buyer.
     
    Offering a "credit" for a service that does not actually exist is meaningless. There is no way that I will list anything with this organization again and strongly discourage any other consumer from doing so. The resolution that is needed is my money back. A no refund policy with no proof/guarantee of service/product delivery is a scam.




    Regards,



    *******

    Business Response

    Date: 12/30/2024

    To Whom It May Concern:
    Again, I would like to apologize that the service provided by Swapalease did not meet the expectations of the customer.  Regardless, we are going to stand by our initial decision not to provide a refund.  Our policies are both transparent and agreed upon when one signs up to use our service.  In reiteration, we do not and cannot promise a client will be able to exit their lease successfully using our service.  

    Our customer service team was utilized on multiple occasions in addition to the specified account manager for account assistance per our account records.  We delivered what was promised and that was easy to verify with the online listing purchased as well as through our online account portal.  It may also be worth noting that we have been in business over 20 years at this point and a BBB member for most if not all those years.  That said, we do exist, we are not a scam, and it is our goal to help make as many lease transfers happen as possible.

    Thank you and please reach with any comments, concerns, and/or questions. 

    Scot H***
    EVP of Operations

    Swapalease.com
    11224 Cornell Park Drive
    Cincinnati, Ohio 45242

    T: ###-###-####
    E: ********************
  • Initial Complaint

    Date:10/11/2024

    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.
    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and I am not completely happy with the outcome but am wiling to accept the partial refund. I have not recieved it yet. 



    Regards,



    *** ******
    he idea that this would be a seamless, quick process.

    Business Response

    Date: 10/22/2024

    To Whom It May Concern:
    First, I would like to apologize that the service provided by Swapalease did not meet the expectations of the customer.  We understand the importance of providing a high level of service and we believe this is best evidenced by the fact that we have been in business nearly 25 years.  Additionally, we believe that our level of service helps set us apart as other online companies.   

    This BBB complaint is an unusual one because we did exactly what were hired to do by the customer.  Said differently, it is our job to match up those looking to exit their lease with someone looking to take one over and then make sure they go through the process properly with the lessor.  Every lease transfer breaks down to three basic steps.  First, is reaching the agreement between the exit and takeover participants to move forward.  Second, is the lease buyer credit check and that is always performed by the financial institution holding the lease.  The third and final is the document stage where everything is signed off and over accordingly.  

    Even though the same basic three steps exist for a lease transfer regardless of leasing company there can be minor differences in their processes.  On average lease transfers take about two weeks to complete once an agreement is made between the two individuals.  Credit application and/or lease transfer fees can also differ between companies.  As a result of these small differences, we have dedicated an entire section of our site for sharing these details and it is continually updated as we learn more.  

    When our representatives work with clients, we share a great deal about the lease transfer process so that they know what to expect when it is time to move forward, and this discussion would include any relevant fees.  We are also very adamant about completing the process properly through the lessor with no exceptions, so that our users can transfer with confidence.  In addition, we let our clients know that we do not guarantee success and that our fees are non-refundable.  Moreover, these policies are signed off on by clients via an email sent when once registers via telephone to ensure that our representatives did their job.

    All of that said, we believe that we performed well from a selling practices perspective and that we provided the services requested as well as agreed upon.  Regardless, as a matter of good faith we would be willing to refund half of the original amount paid to show that we are genuine about providing a high level of customer service.  We view feedback of all types across channels as learning opportunities that ultimately improve our business, and this will be no exception.

    Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.

    Scot H***
    EVP of Operations

    Swapalease.com
    11224 Cornell Park Drive
    Cincinnati, Ohio 45242

    T: ###-###-####
    E: ********************
  • Initial Complaint

    Date:09/26/2024

    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.
    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,



    ***** **********
    I have all documentation to substantiate. and the advertisement was disqualified being that I am a *** employee. so Miss Jessica R****** case manager for the company fabricated a story and made it as if a buyer was found! there was no buyer its a fabricated scheme just to not refund me the 299.99. I was not given my $299 back and I want my money back. I’m a hard worker and companies like this should not be in business to scam people with dishonest schemes
    to this day the company has ignored me on every level . Once someone from the Better Business Bureau gets in touch with me, I will then submit any required attachments that are needed to substantiate my claim

    Business Response

    Date: 10/07/2024

    To Whom It May Concern:
    First, I would like to apologize that the service provided by Swapalease did not meet the expectations of the customer.  We understand the importance of providing a high level of service and we believe this is best evidenced by the fact that we have been in business nearly 25 years.  Additionally, we believe that our level of service helps set us apart as other online companies.   

    This BBB complaint is an interesting one because it is somewhat ironic when taking our standard refund policies into consideration.  Said differently, our standard lease transfer listing refund policy is no refund unless the lease in question is non-transferrable.  It appears that the lease in this instance was non-transferrable when listed because of a seldom seen lessor restriction, so the refund should have happened essentially systematically.  Regardless, my research of the account shows that a miscommunication between our salesperson and the client right after the vehicle was listed was the reason behind the refund not being processed properly.  Unfortunately, this early miscue on our end created an unsatisfied user and ultimately a BBB case to rectify the matter.

    To resolve this matter, we agree to the desired settlement of $299.99 and please allow 3 to 5 business days for processing.  At the end of the day, our miscommunication created the problem making it our responsibility to correct.  I would also like to apologize again on the behalf of Swapalease for any inconveniences this may have created for the customer.  We view feedback of all types across channels as learning opportunities that ultimately improve our business, and this will be no exception.

    Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.

    Scot H***
    EVP of Operations

    Swapalease.com
    11224 Cornell Park Drive
    Cincinnati, Ohio 45242

    T: ###-###-####
    E: ********************
  • Initial Complaint

    Date:08/08/2024

    Type:Service or Repair 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 may 24th I spoke with Cherie H*** Senior Account Manager at swaplease. I paid $250 for the "program" later I sent photos of my car to be sold. I was recommended a starting price of $22,500 and assured the car could be sold in 2 months. However during this process Cherie was unreachable on multiple occasions when I needed help, or guidance. Cherie was also very harsh, rude and unpleasant to speak with on the phone. I had at one time an interested buyer and I needed Cheries expertise on the matter. She could not be reached within days of a timely manner and I lost out on a sale. I lowered the price of my car twice in two months. Due to the lack of help, guidance, coordination and communication I went elsewhere to sell my car. I was successful at doing so without the help of swaplease and Cherie h*** senior account manager. I am filing a complaint because swaplease is a terrible service and I would never recommend them to anyone. I would also have people avoid working with Cherie H*** at all costs. I am seeking my $250 back for the program fee due to the fact I payed dor a service and that service was not produced. This can be an issue of the Cort in regards to compensation. Swaplease is a scam.

    Business Response

    Date: 08/23/2024

    To Whom It May Concern:
    I would like to apologize that the services provided by Swapalease did not meet the expectations of the customer.  We understand the importance of providing a high level of customer service and it has been our goal to do so for nearly twenty-five years.  Additionally, we believe that our level of service helps set us apart as other online companies.  That said, we look forward to resolving this BBB case and reaching a solution that works for all parties involved. 

    That said, let me address the issues noted by the customer in the BBB complaint.  First, we do not guarantee a successful transfer or sale period, let alone one in a specific timeframe, when one uses Swapalease to help exit their lease.  Second, our standard policy is no refunds, and all our clients agree to this policy upon signup whether online or via telephone.  Third, we offer multiple channels for help and assistance with one’s account at Swapalease.  In addition to the account manager, we have a full-time customer service team available to assist our users, as well.  Lastly, nonlegitimate enterprises do not work with organizations like the BBB, nor do they remain in business for decades when customers are not realizing value. 

    Regardless, this customer is clearly not satisfied with our services and to prove our client focus we will be making an exception to our standard no refund policy.  The desired settlement of $250.00 will be refunded via the original form of payment.  Please allow 3 to 5 business days for refund processing.

    Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.

    Scot H***
    EVP of Operations

    Swapalease.com
    11224 Cornell Park Drive
    Cincinnati, Ohio 45242

    T: ###-###-####
    E: ********************

  • Initial Complaint

    Date:07/31/2024

    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.

    Better Business Bureau:



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

    Please confirm with me when the refund has been issued.




    Regards,



    ***** ******

    . I have now emailed multiple times without any further response. I have also called the company and asked to speak with a supervisor. They always transfer me to the supervisor but it goes to voicemail and after leaving over 5 voicemails, I have still to get a call back.
    I want to file a complaint against this company for deceitful practice and breaking contracts.

    Business Response

    Date: 08/09/2024

    To Whom It May Concern:
    First, I would like to apologize that the services provided by Swapalease did not meet the expectations of the client.  We understand the importance of providing a high level of customer service and it has been our goal to do so for over two decades.  Additionally, we believe that our level of service helps set us apart as other online companies.  That said, we look forward to resolving this BBB case and reaching a solution amicable for both parties.  

    After researching the client’s account there are only a couple of key items to address.  First, our standard policy is no refunds, and all our clients agree to this policy upon signup whether online or via telephone.  That does not mean that we don’t make mistakes and that in some circumstances refunds are merited.  In those instances, we do our best to address each one accordingly.  Where the idea that a refund of any type would be issued after 12 months if the vehicle was not successfully transferred came from is unclear.  Secondly, we did make an error regarding the client’s refund processing and that is why the refund was not completed as agreed upon back in May as stated in the case.  However, I am also unclear as to how the account representative as well as our customer service team was not able to be reached to correct the mistake on a timelier basis when considering their full time availability.  

    Regardless, we did make an error concerning the processing of the originally agreed upon refund amount of $300 of the $600 listing fee.  Due to our error, I would like to propose that we increase to our refund amount to $400.00 instead of the full sale amount as requested in the client’s desired settlement.  It is important to note that the services purchased by the client were delivered as promised and that the problem stems from a simple processing error. 

    Assuming the client finds our counter proposal satisfactory, I will personally handle the refund within one business day of acknowledgment.  If the proposed refund does not happen within the noted timeframe, a full refund will be due to the client.  I believe it is important to include these points because of our previous mistake plus it puts our promise in writing, as well.

    Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.

    Scot H***
    EVP of Operations

    Swapalease.com
    11224 Cornell Park Drive
    Cincinnati, Ohio 45242

    T: ###-###-####
    E* ********************
  • Initial Complaint

    Date:07/08/2024

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

    Business Response

    Date: 07/16/2024

    Tell To Whom It May Concern:
    First, I would like to apologize that the service provided by Swapalease did not meet the expectations of the client.  We understand the importance of providing a high level of service and we believe this is best evidenced by the fact that we have been in business nearly 25 years.  We view feedback of all types across channels as learning opportunities that ultimately improve our business.  This BBB concern is an interesting one because our service worked as designed for the client who used us to help him exit his lease.  Swapalease matched a lease seller and lease buyer and the two parties proceeded to handle the transfer properly be contacting the lessor to move through their official process.  Regardless, the concern stems from the information we shared with the client about the estimated time to complete the lease transfer.

    At Swapalease we teach our lease transfer specialists and customer service representatives to inform our clients that a lease transfers on average take two weeks to complete.  We are clear that we are quoting an average, meaning that some leasing companies move faster than others and we often share what side of the average one’s company is likely to fall on, as well.  Additionally, we coach our users on both the lease selling and buying sides of the equation to stay on top of lessors and use overnight mail when applicable to ensure that the lease transfer goes as quickly and smoothly as possible with no surprises.  This methodology in combination with our decades of experience has worked well for us when responding to lease transfer completion timeframes.

    I believe we shared both accurate and pertinent information with the client throughout the lease transfer process.  Regardless, I can understand the client’s frustration after contacting their lessor and being informed that the process would likely take significantly longer to complete than what they expected.  We are unclear as to why any leasing company would need such an elongated period to simply transfer a lease, but the cost savings initiatives and staffing issues that many financial institutions are going through are the most likely culprits.  Unfortunately, we do not control the processing side of lease transfers at the lessor level, but we do understand that both existing lessees and those taking over their leases want to move through the process as quickly as possible.  

    It is unfortunate that success using our system resulted in a BBB concern, but sometimes unusual things just happen.  As a matter of good faith, we are going to make an exception to our standard no refund policy and refund the client essentially half as requested.  Please allow 7 to 10 business days for refund processing.  

    Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.

    Scot H***
    EVP of Operations

    Swapalease.com
    11224 Cornell Park Drive
    Cincinnati, Ohio 45242

    T: ###-###-####
    E: [email protected]  

    Business Response

    Date: 07/16/2024

    Tell To Whom It May Concern:
    First, I would like to apologize that the service provided by Swapalease did not meet the expectations of the client.  We understand the importance of providing a high level of service and we believe this is best evidenced by the fact that we have been in business nearly 25 years.  We view feedback of all types across channels as learning opportunities that ultimately improve our business.  This BBB concern is an interesting one because our service worked as designed for the client who used us to help him exit his lease.  Swapalease matched a lease seller and lease buyer and the two parties proceeded to handle the transfer properly be contacting the lessor to move through their official process.  Regardless, the concern stems from the information we shared with the client about the estimated time to complete the lease transfer.

    At Swapalease we teach our lease transfer specialists and customer service representatives to inform our clients that a lease transfers on average take two weeks to complete.  We are clear that we are quoting an average, meaning that some leasing companies move faster than others and we often share what side of the average one’s company is likely to fall on, as well.  Additionally, we coach our users on both the lease selling and buying sides of the equation to stay on top of lessors and use overnight mail when applicable to ensure that the lease transfer goes as quickly and smoothly as possible with no surprises.  This methodology in combination with our decades of experience has worked well for us when responding to lease transfer completion timeframes.

    I believe we shared both accurate and pertinent information with the client throughout the lease transfer process.  Regardless, I can understand the client’s frustration after contacting their lessor and being informed that the process would likely take significantly longer to complete than what they expected.  We are unclear as to why any leasing company would need such an elongated period to simply transfer a lease, but the cost savings initiatives and staffing issues that many financial institutions are going through are the most likely culprits.  Unfortunately, we do not control the processing side of lease transfers at the lessor level, but we do understand that both existing lessees and those taking over their leases want to move through the process as quickly as possible.  

    It is unfortunate that success using our system resulted in a BBB concern, but sometimes unusual things just happen.  As a matter of good faith, we are going to make an exception to our standard no refund policy and refund the client essentially half as requested.  Please allow 7 to 10 business days for refund processing.  

    Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.

    Scot H***
    EVP of Operations

    Swapalease.com
    11224 Cornell Park Drive
    Cincinnati, Ohio 45242

    T: ###-###-####
    E: ********************  
  • Initial Complaint

    Date:05/25/2024

    Type:Product 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.
    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do appreciate the good faith gesture by the business. 



    Regards,



    **** *****
    d social medias above.
    3. Homepage Rotation Until Sold: It is extremely difficult to see my vehicle on the homepage; I have tried to visit their homepage at lease 100+ times and I only saw my vehicle once.
    Filtered Listing: I have tried to search for similar models (ex. ******** **** ***) but my listing did not show up. I have attached a PDF version of their search result page in this dispute.
    SPONSORED LISTING: I did multiple searches for the *** ** on their website, and my listing was not listed under sponsored listing. I have attached a PDF version of their search result page in this dispute.
    4. Additionally, the website keeps changing my listing; I entered the correct information about the vehicle (examples are but not limited to: 10916 miles, 0 downpayment, 890.82 USD monthly payment, more vehicle equipments, window stickers, etc.) but the website keeps reverting my changes back to the old incorrect information.

    Thank you; I hope that we can resolve this dispute soon.

    Business Response

    Date: 06/05/2024

    To Whom It May Concern:
    First, I would like to apologize that the service provided by Swapalease did not meet the expectations of the client.  We understand the importance of providing a high level of service and we believe this is best evidenced by the fact that we have been in business quickly approaching 25 years.  We view feedback of all types across channels as learning opportunities that ultimately improve our business from a client perspective.  Unfortunately, our records indicate that the customer did not take advantage of our customer service offering and went straight to the BBB because I believe we could have addressed all concerns.  That said, I would like to address several of the items mentioned in the customer’s statement of the problem within the case to shed more light on the matter.

    For example, we do not and cannot guarantee a successful lease transfer.  Of course, that means we do not guarantee a successful transfer within any specified period either.  We have a great deal of success when it comes to transferring leases and, in this case, more than one potential lease buyer showed interest in the client’s lease offering soon after the listing went live.  To be fair, potential lease buyers do not always result in a successful transfer, but the nearly immediate interest was to say the least promising.  

    Regarding the home page and social media exposure upgrades purchase being questioned.  After taking a deeper dive to ensure that our systems are working properly for these upgrades, I found that both were provided and executed on a timely basis.  The issue noted about our system changing the monthly payment is correct because of the customer requesting a cash payment to take over his lease.  To be as transparent as possible to potential lease buyers our system also displays the effective monthly payment.  Swapalease defines the effective monthly payment what the payment would look like with either a cash incentive or conversely an upfront cash payment being calculated in.  Our system also addresses remaining monthly mileage through a calculation of lease seller provided data.  We simply want to paint an accurate picture of each lease offering to reduce uncertainty and limit confusion between lease seller and lease buyers. 

    Again, it is unfortunate that we were not provided the opportunity to address this client’s concerns directly and assist him with exiting his lease looking forward.  As a matter of good faith, we are going to make an exception to our standard no refund policy and refund the client in full as requested.  Please allow 7 to 10 business days for refund processing.  

    Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.

    Scot H***
    EVP of Operations

    Swapalease.com
    11224 Cornell Park Drive
    Cincinnati, Ohio 45242

    T: ###-###-####
    E: ********************
  • Initial Complaint

    Date:12/04/2023

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

    Business Response

    Date: 12/07/2023

    To Whom It May Concern:
    First, I would like to apologize that the services provided by Swapalease did not meet the expectations of the client.  We understand the importance of providing a high level of customer service and it has been our goal to do so for over two decades.  Moreover, we believe that our level of service helps set us apart as other online companies.  That said, it is our intention to work toward a quick and easy resolution to this BBB case. 

    After researching the client’s account, it shows your vehicle was listed through a method different than our lease transfer service.  Instead, it was listed as a lease buyout on the Swapalease site.  Our various lease buyout programs are utilized when a lease transfer is not available and/or a buyout is a more attractive option.  It appears there may have been some confusion on the client’s end to what services were selected and purchased which ultimately is on us.  

    Generally, our listing fees are non-refundable, but sometimes a policy exception is merited.  We have determined that this is one of those cases where an exception is merited.  As a result, we will be refunding the client in full as requested within the BBB case.  Please allow 5 to 7 business days for refund processing.

    Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.

    Scot H***
    EVP of Operations

    Swapalease.com
    11224 Cornell Park Drive
    Cincinnati, Ohio 45242

    T: ###-###-####
    E: ********************
  • Initial Complaint

    Date:08/19/2023

    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.
    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,



    ********* ******
    told me that our Representative, Vernon should have know that and should have told us that up front. He did not.

    I contacted Vernon and he said he would work with his supervisor to refund our money. BUT then he mentioned that they had another option - an OFF LEASE vehicle with a loan proposal and he was sure that he would be able to "sell" it. We decided to try this as he was sure it would sell. When I went in to look at the information - he had it listed as:

    "This is a FOR SALE - OFF LEASE vehicle with a loan proposal and not a lease transfer. You can purchase this ****** ****** for $696.06 a month for 72 months...

    I found it to be confusing as under Vehicle Details, he had it listed at "$696.06 Monthly Payment with 34 months Remaining which was incorrect.

    Since then I have written Vernon once and gotten no response.

    For someone whose been doing this for 25 years, he made mistakes. We would like a refund of the $350 we paid.

    Business Response

    Date: 08/25/2023

    To Whom It May Concern:
    First, I would like to apologize that the service provided by Swapalease did not meet the expectations of the client.  We understand the importance of providing a high level of customer service and it has been our goal to do so for over two decades. Typically, our listing fees are non-refundable, but sometimes a policy exception is merited.  That said, we will be making an exception in this case and refunding the client in full as requested within the BBB case.  Please allow 5 to 7 business days for refund processing.

    Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.

    Scot H***
    EVP of Operations

    Swapalease.com
    11224 Cornell Park Drive
    Cincinnati, Ohio 45242

    T: ###-###-####
    E: ***************************
  • Initial Complaint

    Date:04/24/2023

    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.
    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,



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

    Business Response

    Date: 04/28/2023

    To Whom It May Concern:
    First, I would like to apologize that the service provided by Swapalease has not met the expectations of the client.  Swapalease has account representatives and a dedicated customer service team available during standard business hours who are both well versed in leasing and typically easy to reach for assistance.  In addition to our availability via telephone we have a robust email tracking system that helps us ensure that we are providing a high level of value to our clients, as well.

    It is important to note that Swapalease has now been in business better than two decades.  Over that period, we have helped thousands upon thousands of automotive consumers with their leasing needs.  Moreover, we are a trusted resource by many in automotive journalism circles.  Said differently, we are not in business to scam anyone, rather we are in the business of helping consumers with their automotive leases.  We also make it clear when a client signs up with us that we cannot and do not guarantee success using our system to exit one’s lease.  We state that our standard policy is no refunds when it comes to listing fees under most circumstances, too.  Lastly, our records indicate correspondence with the client on multiple days regarding various items as opposed to Swapalease being unresponsive post sale as stated in the BBB case.    

    All of that said, and to close out this matter we are going to make an exception to our standard no refund policy and refund the client in full.  Please allow 7 to 10 business days for refund processing.  Thank you and please feel free to reach out with any additional comments, concerns, and/or questions.

    Scot H***
    EVP of Operations

    Swapalease.com
    11224 Cornell Park Drive
    Cincinnati, Ohio 45242

    T: ###-###-####
    E: ********************

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