DETROIT - Brittany Corney, finance and insurance manager at Ralph Thayer Volkswagen, was prepped and ready to close Kevin Pierson on a vehicle lease in less than 10 minutes. She had worked that quickly with two prior customers earlier in the morning. Then the best-designed plans went awry. Pierson, a retired firefighter, believed he had negotiated 12,000 miles annually on his three-year lease of a Jetta sedan. The documents that Corney carefully reviewed with Pierson showed 10,000 miles.
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