i was a tech for 26 years and teach now and i know i am late to this party but as far as leases go if you return a car with damage you pay for repairs. most units when returned are still owned by whoever financed them, are not paid for and must have residual value. however we do not offer fair market leases or rent to own programs as they are too easy for a nefarious sales staff to abuse and forever alienate that customer. customers rember great service not great financing. as ed said about full maintenance, much of what is billed to the customer may be at the service tech's mercy. emotions should not be involved but humans is humans. hard to teach honesty or pride in workmanship.