Consumer complaint received 2021-04-09
Company: VW Credit
State: NV
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Getting a loan or lease
Sub-issue: High-pressure sales tactics

Complaint:
On XX/XX/21 I went in to XXXX XXXX Volkswagen on XXXX after several months of doing research on the Volkswagen XXXX. The only reason I went to a physical dealer is because I wanted to try a leasing option. I submitted an inquiry with Volkswagen and XXXX XXXX messaged me almost immediately. We text back and forth a few times and then I made an appointment to go in with my husband and XXXX  XXXX  old infant. I advised XXXX how I had been looking at the XXXX for some time, so we test drove the actual model that I purchased. Although the model was an upgrade above what I wanted, XXXX advised that there were no other models available and he was not sure when they would receive more. 

Negotiations for the deal went well until it was time for me to sign the contract. By this time, it was after XXXX so I asked my husband to leave and take our XXXX  son home since it was getting so late. I finished paperwork with XXXX XXXX and heres where things took a turn. I felt pressured to purchase an extended warranty which pushed me outside of my original note request ( {$600.00} range ). 

Immediately, I had second thoughts. I remember texting XXXX before I left the lot in which he replied and said that he would speak to XXXX on Monday ( next day open ). On Monday, I contacted XXXX and asked if he or XXXX could contact my husband to go over the details of extended warranty ( which he did ). 
My husband and I were not able to discuss that chat until later in the day. 

On Tuesday, I contacted XXXX again. Advised that I wanted to remove the extended warranty. I went in and spoke to XXXX this day. He was adamant that no changes could be made and that the deal had already been funded ... that god would continue to provide and make a way. 

The next day I contacted XXXX again. XXXX called me. I let him know that I really wasnt happy. I advised I hadnt been able to sleep and I referenced XXXX ( my previous car purchase ) was easier and that it had only been 3 days at this point. I did not understand how nothing could be changed. He advised that he would call me back. 

When he called back, I told him I was close to the dealer and could come in. When we met he advised that he was able to contact Volkswagen and drop the note from {$730.00} to {$690.00} keeping the warranty. I advised that this was not good enough however he insisted this was the best he could do. I left the office. 

A few hours later I went back and asked to speak to the General Manager. I dont remember her name but she was a woman. She advised that because my deal was so new she was unable to see the details of the contract. I told her who all had assisted with the deal so she stepped out for a bit and spoke to XXXX. When she returned to the room she advised that the deal had been funded and that Volkswagen was closed for the day and no changes could be made. 

I asked what would happen if I wanted to cancel the deal all together and she said I would have to take a repo on my credit. I asked if I could change the vehicle for a less expensive car and she advised that this was not possible either. I left the dealership in tears. I let her know that they made what should have been an excited moment for me a nightmare. I would never ever recommend this dealer to anyone.

Company response to consumer: Closed with explanation