Consumer complaint received 2019-03-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Confusing or misleading advertising or marketing

Complaint:
On XX/XX/XXXX, I purchased a XXXX XXXX, XXXX from XXXX XXXX located at XXXX XXXX XXXX XXXX XXXX, XXXX, FL XXXX. There are three key issues that I think need to be reported to the Consumer Financial Protection Bureau. I was not aware of the regulations at the time of my purchase. 

First, XXXX XXXX, Finance Manager, said he would give me a lower interest rate if I bought additional packages which is affirmative misrepresentation because consumer regulations do not allow the purchasing of insurance or other packages for a lower rate. He told me the 2.9 % interest rate was not available because of my credit rating ; however, I could get it if I bought these service packages. I later found that credit is the only determining factor for interest rate. I will have paid a gross of {$2700.00} and a net of {$590.00} after promised refunds for two of the three packages. The {$590.00} is in effect a finance charge and not reflected in my APR. I paid an additional {$590.00} to get a lower interest. I want to have the XXXX XXXX Package charge of {$590.00} reimbursed. I have not used the box of polishes that was given me and I can return it. 

Second, the dealer invoice cost was affirmatively misrepresented to me as {$24000.00} by XXXX XXXX, Sales Manager, and XXXX XXXX, Sales Representative, who showed me what they said was the dealer invoice cost for the specific car I was buying. In XXXX, after I requested the dealer invoice cost from XXXX XXXX, General Manager, it was emailed to me as {$23000.00} which is a {$1000.00} less than what I was shown at the time of purchase. I agreed to pay the dealer invoice cost and is what I should have been charged. I want to be refunded this {$1000.00}. Additionally, this car was sold to me without the Monroney sticker or Window Sticker on it which is required under the Automobile Information Disclosure Act of 1958 15 U.S.C. 1231-1233. After I requested it in XXXX, the General Manager apologized and emailed it to me. See attached both the Dealer Invoice cost and Window Sticker that was emailed to me. 

Lastly, I was charged {$550.00} for leather seats to have new XXXX factory warranty seats installed. This is also affirmative misrepresentation since the seats installed are from a local company and are not included under the XXXX factory warranty. This was verified by me with XXXX Customer Service. I want XXXX factory installed seats that were promised to me to ensure that the car still meets the XXXX safety standards. This is a key reason why I bought the car. On XX/XX/XXXX, XXXX XXXX, examined the installation of the seats and agreed that they need to be repaired. The local company manager of the company that installed the seats also agreed that the seats need to be repaired. On XX/XX/XXXX, I received a call from XXXX XXXX, Sales Representative, to make an appointment to fix the seats by the local company who installed the seats. The seats installed are not what was promised to me at the time of purchase. What was promised is to have XXXX factory warranty seats installed which is what I want. 

I am currently waiting to receive {$2100.00} for two service packages and it has been over six weeks. In addition, XXXX XXXX needs to reimburse me {$1000.00}, {$590.00} and install XXXX factory warranty leather seats as promised at no additional charge. 

The entire experience was unnerving and by the time I left, I was exhausted and felt taken advantage of since I am a senior citizen.

Company response to consumer: Closed with explanation