Consumer complaint received 2023-09-13
Company: General Motors Financial Company, Inc.
State: OH
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:
I spoke with XXXX XXXX, one of the Managers at XXXX XXXX XXXX in XXXX, Ohio for two weeks starting in XX/XX/XXXX. I expressed prior to visiting a recent Bankruptcy, credit score of XXXX, little to no money down and a 4 hour round trip commute. XXXX promised me financing as she " did this for over 15 years '' and I visited on XX/XX/XXXX. After visiting from XXXX XXXX XXXX  XXXX XXXX  I informed XXXX I could not afford the car or a down payment as my dog was ill and I provide full time care for my XXXX XXXX  Mother. XXXX and my sales rep XXXX informed me that if I add on the extended warranty and gap coverage I could be approved. Initially they asked for money down, but XXXX convinced me " she called in her one and only favor '' and got me into a car loan with 0 % money down. My area does not have a bus route for 3 miles and I felt desperate which I informed her but that I would come back. XXXX and XXXX both informed me I could cancel the warranties but this was needed to get the loan and I could call and cancel the the warranty and gap coverage at any time. I then got passed to the finance manager XXXX and he was watching the XXXX game as I was signing my paperwork and when I noticed the additional {$4000.00} added to the loan due to the warranty and gap coverage at 22.10 % ( which it should be illegal to charge this high interest but I needed a car ) he told me I could call him if I changed my mind but couldn't get the loan without this. He said the warranty was good and asked me to sign here and here. I looked at a document with the 22.10 % interest which is predatory for those needing a car with poor credit like myself, and when I saw a document that XXXX the car from {$21000.00} to {$51000.00} I asked XXXX about taking the additional stuff off, to be told they I can't currently but can cancel it later if I change my mind. I had never been in this type of situation before, my previous cars I had credit that was at least 150 points higher so I thought this was normal and the dealership had good reviews. I now know that they make you do a review before you leave the dealership which was my experience. Prior to visiting and before I made the purchase I received constant communication and even an XXXX morning text because they knew I was driving to ensure I knew what to do when I got there. I drove back home the 2 hours after this purchase and reviewed my loan and noticed these things were optional, not required as I was told. I called the following morning to cancel this, XX/XX/XXXX. I called the dealership and left a voicemail. I texted XXXX early at XXXX XXXX on XX/XX/XXXX as for a call or text back as I either needed to return the car or take of the optional warranties because I could not afford the loan, let alone an additional $ XXXX added at 22.10 %. Both reps I spoke with on XX/XX/XXXX and XX/XX/XXXX, with XXXX warranty and the extreme gap program told me they have had issues with this car dealership, they can not assist as the dealership still had the loan and it was pending, but that this dealership makes a substantial profit off the loan. I was told by XXXX when I called on XX/XX/XXXX that XXXX the finance manager would have to refund the money to the loan I signed and could send me updated paperwork. I texted, called and emailed XXXX and XXXX prior to even contacting the warranty company and gap coverage provider. XXXX responded on XX/XX/XXXX she would have XXXX contact me and they could update the paperwork and figure out something via docusign. Due to my Mothers health and the dog I am fostering, I am unable to physically make the additional 4 hour commute. I texted an XXXX with their organization and he had another manager XXXX call me on XX/XX/XXXX. XXXX intitially told me I was required to keep the warranty and gap coverage and I agreed to this. I honestly agreed to this because I thought it was required, but at 22.10 % this will add almost {$8000.00} XXXX to the loan and I was told I could cancel this at any time. Once I informed XXXX of the optional coverage per my contract he told me XXXX would update the paperwork and email me something updated by the end of the day on XX/XX/XXXX. I have called, emailed and text messaged XXXX, XXXX, XXXX, XXXX and XXXX XXXX was responded when I would like the additional warranty and gap coverage cancelled. During my signing of the paperwork on XX/XX/XXXX I informed XXXX I had gap coverage through my insurance and he was watching the XXXX game and said, " it comes as a package, sign here you can cancel later ''. As of XX/XX/XXXX both the extended warranty provider and gap insurance provider have not received the loan paperwork. In my contract it states that I need to notify them and the car dealership in writing of my cancellation. I have verbally and in writing requested this to be cancelled in every capacity I can. I do not physically even have the finances to go back to the XXXX area to where I live as now I'm in a high interest car payment and the sole provider for 4 people. XXXX knew all of this and she did me no favor, I know now that was a sales tactic and have received nothing through docusign as promised. I just want the optional things taken off the loan and the {$4000.00} refunded to the loan. I have cancelled this type of warranty in the past with my previous car dealer that was in my area and was able to email the finance manager and within 48 hours, he sent me updated paperwork with no problem. XXXX XXXX XXXX lacks character and very dishonest. I just want what I was told even after the sale would happen, for finance to take this off my loan.

Company response to consumer: Closed with explanation