Consumer complaint received 2021-02-04
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Problem with additional add-on products or services purchased with the loan

Complaint:
On XX/XX/XXXX I purchased a XXXX XXXX XXXX from XXXX XXXX. XXXX after having selected the financing terms and conditions on the Capital One Auto Navigator website. The Capital One Auto Navigator site advertised all dealerships listed to be trusted partners and all vehicles as being Certified Pre-Owned cars. Having trusted this information, I selected my vehicle of choice and agreed to the financing terms on the Capital One Auto Navigator website. I felt particularly steered towards XXXX XXXX. XXXX, being that, the vehicle I had been searching for could only be found at this particular dealership according to Capital One. 

During a short test drive of the vehicle ( less than 1 mile ) due to the salesperson dictating where I could drive the vehicle and which route to take, a warning light triggered on the dash of the vehicle. I immediately stated to the salesperson a warning light has been triggered and the vehicle smells like burning oil. I was concerned that we had only driven a short distance and the smell of burning oil was seeping through the air vents. The salesman stated Oh. Its because this car needs an oil change. We will make sure we take care of everything. Our vehicles are all checked out before purchase. Well be sure to get that taken of. 

Feeling confident in the information provided on the Capital One Auto Navigator website that all the dealerships listed were trusted partners and all vehicles listed were certified pre-owned. Also, being reassured by the salesperson at XXXX XXXX. that the issue with the oil change, warning light, and anything else would be taken care of. I decided to purchase the car. Considering, the salesperson drove the vehicle to an offsite location to get the oiled changed per what I was told while waiting to complete the finance paperwork. 

While completing the finance paperwork I noticed the odometer reading on the contract stated the mileage being XXXX. When the salesperson arrived back at the dealership with the vehicle, I requested a second test drive to verify the warning light and issue with the oil change had been resolved. Once again, after driving the exact same route being dictated by the salesman I noticed the warning light had turned off. However, the mileage on the vehicle now read XXXX. In hindsight, there was no possible way the salesperson could have driven 663 miles in 20 minutes for an oil change. But, again I trusted Capital One and its partner dealership that the vehicle would be suitable for purchase. After all, the warning light no longer signaled there to be an issue. 

Due to the circumstances surrounding Covid-19 and the pandemic, I rarely drove my XXXX XXXX. In fact, as of XX/XX/XXXX the vehicle had only been driven a handful of times. Nevertheless, on XXXX day I decided to drive the vehicle to Oklahoma to spend the holidays with my family. Unfortunately, the vehicle only made it one block away from my residence before it started to smoke and appeared to be overheating rapidly. However, no sensors or warning lights came on in the car. 

I immediately contacted XXXX of XXXX XXXX, a certified XXXX dealership, and made arrangements to have the vehicle delivered to their repair shop and a full diagnostic completed. 

In short, XXXX of XXXX XXXX reset the computer in the vehicle and it was determined that the sensors/warning lights had been disabled, the vehicle had not had an oil change since XXXX of XXXX ( the XXXX has an electronic log that tracks repairs ), the actual mileage on the vehicle was XXXX on XX/XX/XXXX, and complete replacement of the entire Oil Filter Housing Unit including the cylinder head valve covers were required. If the work was not done, then it could lead to replacement of the entire engine and other costly repairs. Thus, the cost of repairs for the work needed was {$3000.00}. Most certainly, I paid to have my vehicle repaired and it caused a tremendous financial hardship. I was forced to use the funds I set aside from my stimulus checks that had been earmarked for my mortgage payments to make the necessary repairs. 

I feel like I have been totally scammed and frauded by Capital One Auto Navigator and XXXX XXXX. XXXX, I was sold a vehicle that was in need of serious repair and an extended warranty that covered absolutely ZERO towards repairs. I, personally, contacted XXXX XXXX on several occasions, as did XXXX of XXXX XXXX to discuss coverage for the needed repairs. XXXX XXXX stated none of the repairs would be covered and none of the parts ( not even the gasket ) would be covered under the warranty that I paid {$2300.00} for and agreed to have added onto my auto loan. 

Therefore, I immediately requested the contract with XXXX XXXX be cancelled and completed the necessary cancellation form without any assistance from XXXX XXXX. or Capital One Auto Finance. Mind you, I had requested the extended warranty to be cancelled over five times with XXXX XXXX. First, I was told by XXXX XXXX that a manager only has access to the warranty cancellation form. Then, on three occasions I was told the Manager ( XXXX ) was not in the office or with another customer and he would call me back. So, I confirmed when he ( XXXX ) would be in the office and I would be driving to the dealership to complete the cancellation form. However, that did not happen because when I informed them that I was on my way they stated their printer did not have any paper. Finally, on my last attempt to cancel the worthless extended warranty I was told by XXXX that he did not have the cancellation form from XXXX XXXX. I waited an entire week and this man told me he still didnt have the cancellation form. 

I was fed up with the lies and contacted XXXX XXXX myself. I was sent me the cancellation form in less than 5 minutes via email. When asked by XXXX XXXX to confirm the mileage on the vehicle at the time of cancellation. I provided them with the proof from XXXX that the mileage was less than what was noted on my purchase contract. Therefore, XXXX XXXX stated they would be refunding the entire {$2300.00} that had been paid. 

As of XX/XX/XXXX, I have contacted Capital One Auto Finance over 20 times and the Capital One Office of The President several times in hopes of receiving some type of financial assistance with the cost of repairs that I paid for my vehicle. Also, I have repeatedly demanded the extended warranty amount of {$2300.00} be removed from the balance of my auto loan and the paid interest adjusted to reflect the agreed upon purchase amount of the vehicle ( Price : {$12000.00} ). 

Respectfully, I have been fighting this battle to have this worthless warranty removed from my auto loan and my interest rate adjusted with Capital One Auto Loan for well over 30 days now. Likewise, I havent received a single response regarding the request for reimbursement or any type of assistance with the cost of repairs. I am not a rich woman. This has caused a serious financial hardship. I am begging for some help at this point.

Company response to consumer: Closed with explanation