Consumer complaint received 2020-07-17
Company: VW Credit
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
My fiance and I recently bought a used XXXX XXXX with XXXX miles on it from XXXX XXXX on XX/XX/2020. The first problems started with the finance manager, XXXX XXXX, who told us that he would absorb the cost of XXXX XXXX and give us Dent Protection free of charge, after we told him that we did not need Dent Protection. We accepted only because it was going to be free. He never gave us hard copies of the paper work, and promised to email electronic documents within an hour. We received electronic copies 2 days later on XX/XX/2020. After reading through the paperwork on the next day XX/XX/2020, we realized that he did not give us Dent Protection free of charge, and actually charged us {$940.00} for it. We emailed XXXX that same night, and he called our cell phone immediately saying that he could take the charge off of our loan. We thought everything else was ok. Two days later XX/XX/XXXX, the front sensors start to go haywire while driving down the street. We took the car back to the dealership the very next morning XX/XX/2020 to get checked. The service advisor that took our car in, called us during the day and said that he thought the car had been in a wreck, and that would be the only reason that the sensor harness could be so displaced. After researching further, he found that the previous owner requested a quote for body work that was never done. That was a shock to us because the XXXX report was clean and the sales associate never mentioned that the car had been in a wreck. After going into the dealership on the same day, we spoke to our sales associate ( XXXX XXXX ) and the Certified Pre-Owned Manager (  XXXX XXXX ). XXXX went to find out some information, and found that the car had been in a wreck, and it was repaired by them, XXXX XXXX. He even had pictures of the " fender bender '' with him. We immediately asked that they take the car back and reverse the loan. XXXX mentioned that he could not do anything until the General Manager, XXXX XXXX was in the office, but he understood why we were upset. We left the dealership that day without the XXXX. After multiple conversations with the General Manager and CPO Manager, on XX/XX/2020, the General Manager finally agreed to take the car back and reverse the loan transaction. Granted, we never saw the car again since we returned it on XX/XX/XXXX because the dealership decided to have the auto body shop honor their warranty to fix the car, and it was going to take about a week. We called the dealership numerous times asking for an update, and we were told that it would take some time for the dealership to send a check to Audi Financial ( VW Credit ) to payoff the vehicle. After being completely fed up and requesting an in-person meeting, we received notice on XX/XX/XXXX that a check had been sent to Audi Financial.  Since XX/XX/XXXX, we have called Audi Financial 8 times and even opened a complaint with XXXX XXXX. We know that the check was received by Audi Financial on Monday XX/XX/XXXX and deposited on Friday XX/XX/XXXX. It is now XX/XX/XXXX, the loan is still not paid off or canceled, and our account is showing as past due for the first payment. We are completely frustrated by how this entire process was handled by both XXXX XXXX and XXXX XXXX. We aren't sure if there are laws against selling wrecked vehicles without disclosing the information, but there should be. All we can think about is the poor person who buys this same vehicle after us. We are now stuck with a credit score that has taken a hit because of the hard inquiry and the vehicle probably still showing on our credit report, so we can not purchase a new vehicle. Not to mention, we aren't sure how much more our credit score will be affected with a late payment looming.

Company response to consumer: Closed with non-monetary relief