GMAC Complaint - Poor Customer Service, Unknowledgeable Reps
PITTSBURGH, PENNSYLVANIA -- I have a GMAC Smart Lease that ends in July. I called GMAC customer service a couple weeks ago and informed them that I want to buy out the lease and need to get some of the documentation my credit union requires to finance the balance.
The first request went completely unanswered; I called back two days later and went through three different reps and two supervisors to get my lease agreement faxed to my CU. Then I asked for the mileage disclosure form and the payoff. It took two more phone calls - one from me and one from my loan officer - to get the payoff faxed, and we were both told that the mileage disclosure would have to come from the dealership where I got the car.
So I drive out to the dealership, and they dicker over which document I'm supposed to get, eventually fill out a paper, and it turns out it's the wrong document. The loan officer and I called GMAC together and were given an altogether different phone number to call ("but they're closed today").
The LO called the other phone number during their business hours and was told, "Oh, she can't do that at all. She has to make the remaining payments on her lease to do that."
Why couldn't someone tell us that in the first six or seven phone calls? Why is it that Customer Service - and the so-called "supervisors" I was transferred to - wouldn't know this from the get-go?