Consumer complaint received 2023-11-10
Company: ALLY FINANCIAL INC.
State: FL
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem while selling or giving up the vehicle

Complaint:
I leased a new car thru ally, XXXX years ago. No problems whatsoever during the term ; in fact, I extended the lease for 6 months ( also no issues ). I rarely drive the car ; it is in near-new condition with only XXXX miles ( with the exception of recent damage to the rear ). On XX/XX/XXXX, a lady backed into my parked car. After inspecting the collision spot, there appeared to be little damage -- a couple scuffs. About 3-4 weeks later, while approaching my car in the evening, I noticed that there was, in fact, damage I didn't see at first. XXXX slightly, the rear XXXX panel was pushed in ( I am almost certain that the entire rear of the car would need to be disassembled and that panel replaced ). 

I contacted Ally the following day to ask how to handle. I informed them of the issue, and asked about the protocol when an accident occurs this close to the lease end date. The Ally representative just told me that I needed to have the car in by the date, or I would be charged a daily rate of {$50.00} until they received the car. 

Knowing that having the car repaired in the short time frame was unrealistic, I asked them who would be responsible for any damage that this lady ( who backed into my car ) caused. The rep explained that I would be responsible. 

I inquired about submitting a claim thru her insurance, and he just repeated himself about me being responsible for any un-repaired damage incurred. 

I was kind of shocked -- To the point where I was willing to buyout the car, JUST to get it repaired, only to then hopefully sell it ( XXXX XXXX dont hold their value, and ultimately, I did not want to keep it ). SO .... I requested a buyout estimate - which, btw, Ally is very clear to state on this letter that it is only good for ONE day.

Well, each time I would send this buyout letter to the dealership ( Florida does not allow consumers to buyout car directly ), the dealership would tell me they needed a current/valid buyout letter. AND ... Each time I called Ally to request a new letter, they would again date it for the day of request, BUT.. since the letter takes " 24-48 hours ''
to generate, it always arrived OUT OF DATE ( 3 or 4 times in total that this same result occurred ). I felt like I was being pranked. 

The dealer couldn't ( wouldn't? ) even provide me with the loan interest rate, because they didn't wasn't to be responsible for supplying incorrect numbers. Unbelievable. Finally the dealer just told me that he understood if I " didn't bother with buying the car ''. So, again, I am stuck between a rock and a hard place. 

3.5 hours a day on the phone with Ally, only to be transferred all over, and never a solution. I mean, HOW HARD IS IT TO SUBMIT ANOTHER PERSON 'S INSURANCE TO TAKE RESPONSIBILITY FOR DAMAGES?? This can't be the first time something like this has occurred. 

**and btw, I did try to file a claim with my insurance, but XXXX informed me that even if I was not at fault ( wasn't even driving ), the claim would be filed on mine, so my record would get dinged. 

SO.. this past Tuesday, I found the phone number for the lease end department, and spoke with a guy who assured me that a supervisor would be contacting me within " 24-48 hours ''. At the 48th hour ( yesterday at XXXX ) I called the department back. The lady on the other end explained that there was nothing she could do further. That a supervisor request had already been submitted, so I would just have to wait. She also informed me that her two supervisors were out of the office all day on Wednesday, so " that's probably why they haven't reached out yet. They're backed up ''.

Meanwhile, Im getting charged $ XXXX for a car Im not driving. 

XXXX ( the insurance of the driver who backed into me ) has already started a claim, however, Im stuck in holding pattern, bc I'm worried that if I turn it in, that XXXX won't be able to get it repaired. And if I hold onto the car, daily fees accrue ( which has now been since XX/XX/XXXX ). 

As of today, nobody from Ally has called me back. I have no idea how to proceed. I want this car gone, and I also dont want to be held responsible for damages due to someone else 's carelessness. SUCH A MESS. 

From the get-go, I was not provided the necessary correct information in order to handle this situation properly. Instead, I was passed around like annoying desk paperwork nobody wanted to attend.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation