Consumer complaint received 2020-10-27
Company: CREDIT ACCEPTANCE CORPORATION
State: TN
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:
My problem is with XXXX XXXX XXXX, not Credit Acceptance Corporation. The car dealership was completely in the wrong and should make this right. Details below : On XX/XX/XXXX I applied for credit at XXXX XXXX XXXX in XXXX, TN. I received a call from XXXX XXXX the same day informing me they could get me approved with {$2500.00} down. XXXX was informed I had a co-signer if it would make things any easier or better for me and I was told no. 
On XX/XX/XXXX I made an apt with XXXX XXXX to come in and purchase a vehicle. Upon arriving at XXXX  I was met by XXXX XXXX and XXXX introduced him to be my salesperson. I informed XXXX of exactly what I was looking for, informed him that XXXX had given me specific cars to look at as she told me nothing older than a XXXX & nothing more than XXXX miles. I told XXXX safety was a huge thing for me as I have a XXXX-year-old who was also accompanying me that day. I looked at 2 vehicles and picked the one that I really loved. 30 minutes later XXXX came to me and took me outside to show me a different vehicle and that the payments on the vehicle of choice were going to be super expensive. I asked how expensive and was told " very expensive ''. I did not like the vehicle XXXX showed me & asked if there was anything else and XXXX acted as if this was my only option ; almost as if I was bugging him wanting to see more vehicles. After a while of looking around myself I finally found XXXX XXXX, the finance manager myself and asked him my options because my options could not just be 1 vehicle. He told me how much my payments would be on some vehicles but nothing really about the vehicles but told me XXXX would take care of that- XXXX never did. I was told the payment on my vehicle of choice was around XXXX so I did go with a different vehicle and the listed price of the 2nd vehicle was XXXX. I was having a lot of trouble making up my mind and asked again the price of the vehicle of choice and was told this time it was XXXX a month ( it changed in 10 minutes ). I decided to go with the 2nd vehicle based on payments alone.

After making my decision I went into XXXX XXXX 's office for paperwork. I expected this process to be like any other car I have purchased but XXXX really turned a screen toward me and on every page said sign here, sign here, sign here, sign here, sign here. There was absolutely no disclosure that I was purchasing anything additional. I was an idiot for signing but this should not have happened and I do not want it happening to anyone else.

While signing my life away I asked XXXX multiple times about gas, the car being cleaned up, etc and was told XXXX was taking care of that. I was walked to my car and XXXX took care of absolutely nothing ;

there was 90 miles to empty and the car was in the same condition it was when I test drove it. I got home that night and read all of my paperwork because it still did not feel right. I was charged for a deluxe extended warranty without given that option or disclosure. I was charged for GAP insurance
without given that option or disclosure. I was charged for Roadside Assistance without given the option. I called my finance company only to find out all of these were optional and I this was to be
disclosed as well as my options in loan terms, interest rates, etc. Absolutely none of this was explained to me, disclosed to me or even offered as an option.

I immediately text XXXX XXXX asking about returning the car because I did the math myself and if it I was given all the options I could have afforded my car of choice. It is XX/XX/XXXX and I have yet to get a text back from XXXX XXXX. 
My mother knew the owner of the car lot and thought she would call and speak to him on XX/XX/XXXX and he informed her of what I wanted & needed as if I was some helpless woman incapable of making my own decisions. My mother even felt intimidated and left it at that. 
The night of XX/XX/XXXX I left a XXXX review and instantly received a message from " XXXX '' who basically told me he would do whatever he could to resolve the situation. I informed XXXX of everything I just put in this. He said " the car wash and gas is an easy fix but what would you like to see happen '' I told XXXX XXXX wanted them to do what was right. 
On XX/XX/XXXX I received a text from XXXX saying I signed the paperwork and everything was disclosed to me. I informed XXXX that it was not and the finance manager was too busy watching the football game and my XXXX year old was sitting right there to witness the entire transaction. I messaged XXXX later to see if there was any resolution, fuel, taking the vehicle back and doing what is right, them cleaning up the car, putting the floor mats in it that were left out etc, and noticed XXXX had then blocked me from any more communication.

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