Not every case at COMBAT involves fly-by-night outfits. We are frequently called upon to stand toe-to-toe with big, well-established, respected companies. In fact, sometimes it is easier to communicate with larger companies that take customer satisfaction seriously and have highly specialized representatives to resolve consumer complaints and inquiries. However, these representatives are only human and don’t always make the most helpful decisions regarding customer issues.

COMBAT recently found itself facing off against Chase Manhattan Bank after Marion Morrison of Lincoln returned a leased vehicle to a local auto dealership, where two representatives inspected it. They both agreed there were no marks, dents, or scratches, and Marion was free of her lease obligation. Imagine how shocked she was when Chase Manhattan, the bank financing the lease, sent her a bill claiming the car needed $528 in body repairs! With a clean bill of automobile health from two officials at her local dealership, Morrison was not about to cut a check without asking a few questions.

As Marion began her inquiries about what damages the bank was claiming, and who took care of the claimed repairs, she began receiving phone calls from Chase Manhattan demanding the $528. Not to be intimidated, she wrote to the supervisor of Chase Auto Finance with some demands of her own. She asked that Chase restrict its representatives from making payment demands while the matter was being discussed. Then she requested an itemized list of the repairs, the cost of those repairs, where they were done, and visual proof of the damage and repairs. Further, she asked the Chase employee to not put her on hold for 11/2 hours (gasp) when he was supposed to be discussing the claim. And finally, the clever lady demanded the difference Chase Manhattan owed her for unused mileage under the lease terms: $1,047.15.

Morrison also advised Chase Manhattan that she was contacting the Better Business Bureau, Maine attorney general, Federal Trade Commission, Bureau of Consumer Protection, the auto manufacturer, the company that allegedly did the “repairs,” and COMBAT. When Chase Manhattan still wouldn’t budge, Morrison called COMBAT for preferred member service.

Our casework volunteer wrote a carefully worded letter to Chase Manhattan stating that COMBAT was working on Morrison’s behalf and requesting that the bank quit their demand for $528. We pointed out that the vehicle could have been damaged while it sat in the dealer’s lot; at any point while it was being loaded onto a car carrier, transported, and deposited at its final destination (an automobile auction); or at the auction itself. We suggested that Marion should not be held accountable for damage done after the vehicle left her possession.

Within a few days, our Lincoln consumer received a letter from the bank releasing her from further obligation. After spending months trying to solve her problem with no result, she was surprised and satisfied that COMBAT was able to settle the matter quickly, saving her $528 and restoring her peace of mind. We just wish Chase Manhattan’s representative had been more helpful. Even the Maine auto dealership said the bank representative was difficult to deal with.

With Marion Morrison’s experience in mind, we suggest that if you are turning in a leased vehicle, take date stamped pictures of all surfaces on the day of return. Photograph all exterior surfaces, including roof, hood, trunk, quarter panels, and doors; and all interior surfaces including front and rear seats, dash, interior door panels, head liner, and carpets. Also ask for a written copy of the condition report prepared by the local dealership. And, like Marion Morrison, don’t back down if you know you are right.

Consumer Forum is a collaboration of the Bangor Daily News and Northeast COMBAT-Maine Center for the Public Interest, Maine’s membership-funded nonprofit consumer organization. Individual membership $25, business rates start at $125 (1-10 employees). For help and information write: Consumer Forum, Bangor Daily News, PO Box 1329, Bangor 04402-1329.