Sorry, GM's Lots Are Too Full To Take Your Lease Back
Nearing the end of his lease on a Chevy Equinox, Tom wanted to turn the vehicle in before he used up his allotted miles, and drop it from his insurance as soon as he could. The dealership he leased it from, their lot clogged with cars and trucks that nobody particularly wants to buy, wasn't really keen to take it back. So Tom got creative.
Coming to the end of our lease on a Chevy Equinox, we decided to turn it in just a couple months early as we were closing in on our allotted miles and we had already paid off the lease in full. I contacted the dealership I leased the car from and was told their lot was full and they were not taking in any return leases. (without even telling them I was an early return) They directed me to their other dealership roughly 15 miles away. A long and busy 15 mile stretch at that. I called the local Buick/Pontiac/GMC dealer in town and was told his lot was full since they had been taking in all of Chevy's leases and that he could take it but not for a week or so due to space issues. While I appreciated his efforts, I wanted to drop this car from my insurance ASAP and felt that the dealership who made the "sale" should follow through and complete it as well.
A tad irritated, I called GM customer service. Was told I would receive a return call the next day with a resolution and a dealership to return the car to. I did receive that call and was given the same dealership to return the car to (~15 miles away) and was informed I can conveniently return the car any time between 8:30 am and 4:00 pm Monday through Friday. I kindly explained to the customer service rep that now not only did I have to drive out of my way but I also had to take a day off of work to return this car.
She conferenced in the dealership and I spoke with a rep who gave me the same schedule. We went over the same details and she put me on hold, came back and asked if I was planning on purchasing a new vehicle. I asked why that should matter and responded "if it helps me then yes, I'll buy two". (I had no intentions on buying a new vehicle) She returns and says they will make the exception and to come in next week to speak to a salesman about a new car and they would return my lease.
After hearing that conversation I placed another call to the conveniently located Chevy dealership, where I originally leased the car, spoke to a salesperson and informed them I was ready to purchase a new Chevy Traverse that night. Sure enough my lease return was not a problem at all. So I went down, played the game, even test drove the new truck and picked a color they just so happened NOT to have on the lot. The manager (clearly unwillingly) accepted my lease return and is going to call me when he gets more inventory.
Pretty sad when a troubled automaker is providing such abysmal customer service. Also comes to no surprise that it seems they are probably taking them in faster then they can get them out the door, creating space issues on their lots.
Call it lying or cheating, I don't really feel bad about wasting their time. They were quick to provide such great customer service when I first leased the car and got credit for the "sale", they need to follow through on their end and complete it.
Bending the truth is not necessarily a tactic endorsed by The Consumerist, but it's worth noting that a space on the lot suddenly opened up when Tom was about to buy a new truck.
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(Photo: thetoad01)
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Comments:
What? You don't have it in cornflower blue? How shocking
Although not nearly mentioned as much as the "Big Bad Scary Unions", dealerships are one of the main issues with the auto industry. Essentially there are too many of them and their contracts are murky and unprofitable for the parent company.
The Dealer/Manufacturer relationship needs to be totally overhauled if the American auto industry wants to continue.
I tried to buy a new Toyota last weekend. The sales manager wouldn't budge on his price that was $2,000 higher than MSRP. When I asked him "I picked out $2,500 worth of options and you're charging me $5,000 for them, I'd like to see an itemized list" he got up and said "sorry for wasting your time I guess" and stormed out. Maybe the auto industry is failing for a good reason.
Heres the thing though. This story has nothing to do with GM as a car manufacturer. It's really the dealerships issues that they overbought stock and don't have room for returns, as well as the dealerships being shady about taking the return if he bought a new car.
One more example of why the dealership model is outdated and needs to be replaced if ALL auto manufacturers want to stay in business and stay competitive. They can't keep letting these individual snakes on two legs ruin their reputations.
Ok, I hate it when people blame the OP as much as anyone, but I have to this time.
He's trying to return his lease early but they don't have room to take it in. They try to help him out and give him a second location, that's not good enough (only 15 miles!). I think GM did everything that should be expected of them.
You shouldn't have to buy a car to return your lease but times are tough and I can see why they'd be willing to work a little harder in order to make a sale.
This is actually easier than it sounds. No need to even lie.
Just ask if they're refusing to take the leased vehicle back and ask for that refusal in writing. Somehow I think they'll find a spot for you :)
OK,so he lied to the staff to get what he wanted.
When a company lies , its bad!
When a customer lies, a OK?
I mean, all the OP had to do was locate a dealer willing to accept his lease return.Hit up google and make some phone calls-dont lie to the sales staff to 'get even'.
@ezmobee: While I'd tend to agree that driving 15 miles ins't a hardship by most peoples' standards, the dealership should have factored in the opening/filling of space when leasing the car in the first place, knowing full well that the car would eventually return. Yeah, the OP brought it in early, but remember he said that he didn't mention that to the dealership before they (politely) declined his return. So, that means they're apparently blanketly declining ALL lease returns. Sounds like a dealership problem, not an OP problem, to me.
@LabanDenter: Park the lease return behind some of the cars that haven't moved in months. Problem solved.
@Jacob Schumer: Actually I'd like the opalescent stuff that changes color depending on which way you look at it...
Can I laugh when they start billing him payments for this truck?
@cheviot:
That's kind of what I was thinking. He tried to return the car he has been renting for the past couple years. He has made his final payment and they won't take the car back.
@ManiacDan: Toyota treated me like a queen last October. Then again, I had connections with the owner of the dealership, and they knew that. But still, I think it's an individual difference between the salespeople. Mine is a very nice guy and I have no reason to doubt he's not that way with everyone. He even called me 3 months after I bought the car because he was suspicious that my package was supposed to include a rear spoiler (it didn't, but he could've easily never mentioned it). There are good car dealers out there. But think about what they're going through. Not that I condone shady business practices like the stuff you went through, but these dealers are in a much danger of losing their job as the people who work in the plants. They're under a lot of pressure.
Hey thats me! hehe
Well, the fact that the lease was early was never brought up either by myself of the dealership. Considering the lease was already paid in full and I was not looking for reducing my length of payments, you would think it would be in their benefit to have the car back.
I understand the point about the 15 miles, no its not all that far. However, with an already 60 mile (one way commute) and a 1 year old who goes to bed early, it makes it difficult to get there by 4:00 PM. I can buy/lease a car up until closing time (which is 9:00 pm) I should be able to return one as well.
I just feel that I chose to give my business/money to the closest dealership to my home, they needed to fulfill their end of the deal.
@ezmobee: And not to mention that since you would presumably have someone else drive another car to the dealership so you could have a ride home, it's 15 miles for that person as well.
@LabanDenter: I'm not sure I understand what you're getting at. Are you saying that I should have to keep a leased car beyond the time I wanted or needed it because the lot is full? That shouldn't concern me, I'm not paying for this lease for a second longer than signed up for.
Plus, your logic is EXACTLY what they said to do.
@Silversmok3: Don't lie to car salesman? I'm not okaying what the OP did but if there was ever anyone to lie to, it would be these slimy salesmen.
@ManiacDan: That's really unfortunate. I got my 2007 Highlander from Ira Toyota in Mass. without any hassles like that at all. My family has had Toyota's, all new from dealers, for probably over 20 years now and never had any runaround from the dealers. Let's see, our collection has included a Cressida, a Camry, an Avalon, a 4Runner, two Highlanders, and a Prius.
It's a good thing he's getting rid of his car, anyone who thinks driving 15 miles is some sort of hardship shouldn't be driving at all. I drive 20 miles to work each day and it only takes me about 20 minutes each way.
Just to be clear, I'm not blaming the victim. Clearly the original dealer should accept the lease return. I'm just saying that 15 miles is not a big deal.
@Christy Casper: But if that's when they are open, that's all you can really expect. Service above and beyond would certainly entice a customer to be loyal, but they can't be blamed for having set hours of operation. I'll credit the OP with being creative, but I don't get being upset with what amounts to extraneous service. I certainly can't "blame" the OP for being a savvy consumer either, because in any other market the dealer might be able to turn around and lease that vehicle out quickly and make an early couple month's cash.
@cheviot: I don't think the dealership would have to take back the car until the lease expires. Even though he had paid the balance of the lease the agreement would still dictate how long the lease was for and the OP is still technically breaking the lease by returning it early. I still agree though that they should take the car back and not put him through this hassle.
Good Job pal. I probably would not have thought of that and just drove it in and left it in their service drive. Much better your way!
@dohtem: I'm tied between "Blacker than black no way, that's not black enough" and "redder than a succubus' nipple".
@Silversmok3:"all the OP had to do..."
I don't see why the OP should have to do anything. He contracted a lease with a specific dealer. That specific dealer should honor the lease and accept the returned car without any delay.
And if testing driving a car without an intention to buy is some moral failing, I'm guilty. It's fun to shop and try out new cars, even when you're not in the market for one. When you test drive a car, there is no contract obligating you to buy. Without any obligation, you can test drive for any reason you want.
Am I missing something here? Wouldn't this guy have signed a contract stating he would lease the car for a set number of months? Why does the GM dealership have to end the lease early without restitution? If there is a way to return a leased vehicle without making the rest of the obligated payments, I would definitely love to know so I take care of my lease.
@bigduke: Amen. I always thought car dealerships were such eye sores, I would much rather have a small show room with maybe 2 or 3 versions of each model. That and they should be directly owned by the companies to ensure a streamlined brand.
Sounds like the OP had to do a lot more work in order to get the car returned than to simply drive the 15 miles and dropped off the car.
@GMFish: Okay, but getting HOME via that 15 miles really CAN be a big deal... because he won't have the car anymore. So trying to get a cab or a ride can be a hell of a lot more trouble than it's worth.
Hearing about this inventory glut has me tempted to check out the nearest dealers to see if there are any good deals. I'm guessing that part of this inventory issue is them not willing to negotiate low enough, though :(
Nobody ever said that a spot was opening up because they'd be getting rid of another vehicle from the lot. It doesn't sound like they had trouble finding a spot for his lease return even after he decided not to buy a new truck.
@ezmobee: Not all 15-mile drives are equal. A 15-mile drive down an interstate-through-town freeway here in Texas is generally a quick trip... 15 miles down the Sunrise Highway on Long Island, not so much. The posting never stated WHERE the OP is. It is not unreasonable to expect that one would be able to return the vehicle to the location from which it was originally leased.
@nataku83: You would think just the costs of having so much stock you can't make room for anything else would urge the owners to sell the vehicles at costs so low that you might even forget about the abysmal quality that is GM vehicles. But apparently not.
Just remember that you are not under oath when speaking to a salesman, so anything goes. They certainly behave the same way. Turnabout is fair play.
@bigd7387: So, you're saying he received an acceptable level of customer service? If you're so all-fired concerned about the important stuff in life, more important than consumer concerns, then quit coming to the consumerist.com and go to savealieist.com.
@GMFish: Of course there is nothing with test driving a car. The only way that we know that the OP had absolutely no intention of buying a car is because we are revealed his inner monologue. And I have never leased a vehicle, but I would like to know if there is a timetable in the lease about dropping it off? We are told that he was trying to do it months in advance, and I don't know if there is any contractual obligation for them to have to take it.
@diesel54:
The second location they gave him was the same one 15 miles away he had already called and got denied.
"A tad irritated, I called GM customer service. Was told I would receive a return call the next day with a resolution and a dealership to return the car to. I did receive that call and was given the same dealership to return the car to (~15 miles away)"
@Sparerib: I doubt those were the full times the dealer was open. I've never heard of a major affiliated dealer that closes at 4 in the afternoon. Also, I'm sure that they are open on weekends. How many sales would a dealership that is only open during normal business hours make?
Don't know where th OP is located, but for those of us who live on LI, 15 miles can be QUITE a ride.....
Just saying that 15 miles of easy road is very different than 15 miles of overcongested hell to drive....
This seems like a non-issue. Asking you to return your car to a dealership 15 miles away isn't exactly a hardship. And yeah a space WOULD open up when you bought a new vehicle! So it's not like they were lying.