Consumer complaint received 2023-08-02
Company: ALLY FINANCIAL INC.
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Changes in terms mid-deal or after closing

Complaint:
On XX/XX/XXXX around XXXX I traded in my XXXX XXXX XXXX ( about XXXX miles ) at a tent sale in XXXX XXXX FL XXXX It was conducted thru XXXX XXXX XXXX based out of XXXX, FL. It was the last day of the sale. They were offering me a XXXX XXXX XXXX with about XXXX miles. They originally offered me $ XXXX for my vehicle, then $ XXXX, but then later said they liquidated the price so much they could only offer $ XXXX. I was told the original price for the XXXX was $ XXXX, but since it was the last day and wanting to secure the trade they lowered the price to $ XXXX. This was handwritten on a plain piece of white paper. Then it had my trade in value of $ XXXX written down. They would also throw in a 30 day warranty, cover all XXXX fees, and a $ XXXX cash rebate. My calculation was then $ XXXX minus & $ XXXX is roughly $ XXXX $ XXXX since I knew there are taxes and fees. Sounded good, I physically signed this handwritten white paper. After waiting awhile my salesman XXXX returned with a tablet and said this is the paperwork electronically, just tap here. And continued thru each page saying tap here. I received the completed paperwork the next afternoon ( XX/XX/XXXX at XXXX ) and it says my loan is for $ XXXX. Those numbers dont add up. It says I purchased the vehicle for $ XXXX. I certainly did not agree to that! The vehicle is not worth that either. I tried calling the dealership immediately. I either want the paperwork corrected to the original offer or I will bring the vehicle back and get my old car, essentially cancelling everything out. The operator directs the call to a full voicemail and if you call back doesnt even say hello and directs to that voicemail continuously. By choosing out of state I was able to be directed to an actual person who got me connected. They then told me they cant find that original paper I mentioned and the loan is done and everything is completed. Absolutely disgusting they can just do that to a person. Im sure they do it a lot and take advantage of everything electronic and just going tap here. Especially since I only dealt directly with XXXX, but his name is not in the paperwork at all, someone else is listed. We attempted to contact XXXX who gave us his number that night, but once he found out it was about an issue he no longer responds either. So glad they felt the need to scam a single mom with her toddler. 
I filed a complaint with the XXXX  on XX/XX/XXXX and then was contacted XX/XX/XXXX by XXXX to explain the numbers. He told me I must have misheard because the $ XXXX was the price after all the discounts. I would have never agreed to the other amounts, the vehicle is not worth more than $ XXXX. XXXX then had someone in the XXXX XXXX contact me. He explained how they got their numbers. I mustve been mistaken about the numbers I was originally told. I continue to state I would never have agreed to those numbers as the vehicle is not worth {$24000.00}. XXXX person states yes it is. He told me I can come to the dealership and trade it in for a different vehicle for lower payments. The handwritten paper is still lost. I was able to get the XXXX paperwork messaged to me at least after being told I would get it. Now I was able to see it had damage but no accident reported. On XX/XX/XXXX I went to multiple other dealerships local to me and the highest trade-in value I was given was {$15000.00}. Which I agree the vehicle is worth, and about what I expected my loan to be for. I have updated my complaint on XX/XX/XXXX with this information. Ive attempted to contact the dealership, but I get no response. I tried sending a message to their website and was texted by 4 different sales people, but when I state my message is about a supervisor request for a sale I am ignored again. I am willing XXXX XXXX to them if guaranteed a vehicle switch to my original trade-in or the cash/check value of my trade in ( $ XXXX ). I can not make payments and I will be at a loss. Ive attempted to contact Ally bank, who the loan is thru. They originally told me to contact XXXX XXXX, who then informed me they would never get my information because they didnt finance it. Ally bank continues to tell me to contact the dealership or XXXX XXXX. My next step will be to tell them I can not afford payments. The dealership got their scam money and dont seem to care about their victims. 
Now on XX/XX/XXXX I updated the XXXX  complaint again since Ive received no responses still. I have now begun to receive loan denials from multiple agencies that denied the loan request due to the vehicle/product not being worth the amount. 
I am highly doubtful I will receive resolution as I see multiple complaints with the loan information changed as well. Or even the {$2000.00} rebate that I was told Id get, which I later found out was just added to my loan. 
This whole situation has begun to make me physically ill. And I see no solution at this point.

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