Improving the customer’s lease-end experience

Recent lease-end enhancements have been established to drive loyalty and improve the customer experience. Below you will learn how our new wear and tear waiver and final bill inspection process can increase customer satisfaction at lease end.

Wear and tear waiver for loyal customers

Chrysler Capital is actively looking for ways to promote customer retention and create a stress-free lease-end experience. To increase loyalty in situations where lease customers have incurred small excess wear amounts, Chrysler Capital has implemented a new loyalty wear and tear waiver specifically for customers re-leasing through Chrysler Capital.

The loyalty waiver applies to excess wear and tear charges totaling no more than $250. Any wear and tear charges exceeding $250 will not be eligible. Likewise, any charge for mileage overages is also not eligible.

Since August 1, 2016, when the wear and tear loyalty waiver was implemented, Chrysler Capital has waived approximately $85,000 of wear and tear fees on accounts with total wear and tear charges less than $250.

Reducing final bill discrepancies

Dealer feedback was provided that a solution needs to be implemented to reduce the volume of customer complaints around inaccurate excess wear and tear charges. As a result, the Chrysler Capital Allegiance Team conducted a review of completed inspections, comparing them to auction condition reports.

Discrepancies were thoroughly reviewed during inspection calibration meetings held with SGS and AIM Inspections. Additionally, a new process was established for the Quality Control Team to audit all accounts reporting excessive damage amounts. If amounts reviewed do not have quality images that clearly show the damages, those damages will be removed from billing. We have informed our inspection vendors of our expectations for documenting and photographing damage, wear and tear.

Effective mid-July, the Quality Control Team’s audits have resulted in more than $60,000 in adjustments. Chrysler Capital is committed to improving the customer experience and continuously auditing the inspection vendors.