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I have been leasing my 2014 VW Passat TSI with for 3.5 years. My leasing experience was pretty good and m salesman was really awesome. I leased my car from Gaplin VW in Van Nuys, CA and felt really comfortable with my decision at that point in time. Throughout my leasing term I never had any issues with VW, all of my maintenance was taken care of through them and the car ran pretty well. The car was so amazing that I extended my lease by another 6 months just to determine if I wanted to purchase the vehicle but after my evaluating I decided that I should be saving money so I did not to go through with the purchase. I turned in my car on October 22, 2017 at the Volkswagen in Pasadena, CA. I was approached by a sales manager and advised him that I wanted to turn in my vehicle; he then told me that I could certainly turn in the vehicle there with no problems. I than explained to the manager that I was told that I should have some kind of written document that explained the condition of the car along with mileage information as well as any other necessities. I was told that they would absolutely take care of me and that I shouldn't have anything to worry about. The very next day I called the VW leasing company to advise that I had dropped off the car and wanted to make sure there weren't any outstanding balances or anything else that I needed to do, the operator told me that she did see a note that I returned the vehicle and that I would receive an end of lease invoice. About a week went by and I received the end of leas invoice that stated I owed $1200.00; I was shocked and highly confused as to why I was receiving this invoice. Immediately called VW end of leasing customer service and asked to speak with a manager, I spoke with Mike Nardoni on 10/31/2017 and he advised me of the breakdown in which VWs third party inspection company SGS quoted them with a breakdown of the charges I was being held responsible for. The 1st charge was a Gouged Front bumper, in which I had replaced under my insurance company Progressive charge $162.00. The 2nd charge was a Previous repair right quarter panel repair, which was also take care of by a well know repair and paint shop charge was 157.50. The next charges were for all four tiers that needed to be replaced and stated on their statements as worn for $120.00 each and lastly there was a $350.00 deposition fee. I asked Mike to speak with his manager and he appointed me to his supervisor Glen, which also broke down the same charges and stated that he would be willing to take off the right quarter panel charge because he couldn't see it closely in his images but that would be all that he could do because I should have gotten the 3rd party inspection before turning in the vehicle. I explained that the sales manager whom took my vehicle should have explained that and shouldn't have taken my vehicle without the inspection, I told Glen that I was not advises of the inspection at the time or return and would have had that done if they were not able to do it. I then told Glen thank you for his time and ended the conversation as I was completely furious that I have been a committed customer paying VW for the past 3 years and that was all that they could assist me with, I feel so taken advantage of and I feel that this is very unethical.


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