Consumer complaint received 2018-01-15
Company: HYUNDAI CAPITAL AMERICA
State: OH
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Fraudulent loan

Complaint:
We went to XXXX XXXX XXXX in XXXX Ohio to purchase a car on XX/XX/XXXX. They got us " approved '' and let us take the vehicle home the same day. We were told there was a 14 day period where the loan could be denied. They did ask that I could provide them pay stubs that would show My total income. My husband had his in hand, mine just did n't show total tax deductions and I was told I would need to get that to them ASAP. Because I was on XXXX leave, I was unable to get the paperwork that they needed because I 'm Technically unemployed while on leave. My manager was unable to provide them because they did n't have access to the files when an employee is on leave ( I am on leave for a total of 12 weeks for XXXX leave ). 

My manager said they could easily provide them when I returned to work and my status was no longer " inactive '' as an employee. The dealer was telling us that they need them now, and they asked that I make it aware how urgent this is. On XX/XX/XXXX I received an email from the general sales manager telling me to bring the vehicle back and that my financing had been denied since I could n't provide the documents they required. " unable to verify income. need complete copy of current year to date pay stub with itemization of taxes and deductions '' The email ended with " Please return the vehicle to the dealership immediately. Any alternatives available to you will be discussed at that time '' Thank you, XXXX XXXX -General Sales Manager. 

I Emailed back and tried to call several times. I left multiple voicemails with no returned calls. I did n't want to take my XXXX out in the dangerous weather during winter time if I did n't have to. We drove up there since they seemed to be avoiding our calls and not replying to my emails. We spoke to a manager when we got there, his name was XXXX. XXXX told us to keep the car for another 24 hours and he would figure something out with my employer. He said he was going to call my employer and get a " workforce number '' he said if he could n't get it approved he would pick the car up from our house and that he would bring our {$1000.00} down payment to us as well. 

That night since our loan was n't approved, we went to another dealer and looked at vehicles to see if something else might work out. That dealer explained that it would n't be a problem if they left me off the loan and it should work out to being a better deal at a much lower rate. They urged us to wait to take delivery of the vehicle so that we could make certain that we were giving the XXXX back. We signed paperwork to secure the vehicle, they told us that they would hold onto everything until we had returned the XXXX to XXXX XXXX XX/XX/XXXX and make sure that all went smoothly. 

On Wednesday XX/XX/XXXX we Went to XXXX XXXX at XXXX, our salesman told us that XXXX would be in a meeting from XXXX-XXXX and he was going to let XXXX know we were waiting on him. We sat for an hour ... nothing was happening, another salesman came out and asked why we were still here. I explained that we were here to return the vehicle per the GSM 's request in his email. That salesperson went and tried to get a manager involved. We got to talk to a manager around XXXX XXXX We got escorted in to an office with a Sales Manager named XXXX, He called XXXX financial funding dept. XXXX answered. He asked if our deal was going to fund, she said no, they still needed my tax documents. He asked how we could get it approved? Said if they could get the work force number they may be able to get it done? 

XXXX asked if we wanted to see if he could get it approved, I told him no since this whole deal has been a nightmare and I have been back and forth and the Manager XXXX could n't even come over and speak to us even though he knew we were there to see him. I just wanted to be done with the whole thing, especially since I knew we already have a better deal worked out on a better vehicle. They asked when I could come back and pick up our check, I told them it would be after XXXX, he said he would call back in 15 mins but never did. 

We were on the phone with XXXX XXXX speaking with them, we informed them that we had returned the vehicle back to the dealership per the email and since we knew they were trying to force something to happen not to try and process the un-approved loan any more. The lady at XXXX stated that was okay, they document everything and the calls are recorded. There were no funded deals in mine or my husbands name. She did a search and since there was no records of the loan everything seemed fine. The GSM XXXX Finally called and asked what he could do to make it right? I said at the moment, the loan is n't approved, I have returned the vehicle per your request in your email. He asked if anyone was aware that we returned the car. I told him that 3 of your sales managers, your finance lady and 2 of your sales people are aware and were there when we returned it. 

At XXXX XXXX that evening on XX/XX/XXXX I called and left XXXX a voicemail. I tried XXXX and left a voicemail. I wanted to come pick up the check since it was supposed to be ready at XXXX. No one called me back, I called a salesperson and left a voicemail with him at around XXXX. I heard nothing from anyone until Friday at XXXX XXXX, XXXX called me and said that he got the loan approved and we need to come pick up our vehicle. I called XXXX finance, they still had no records me or my husband. He asked when we applied for the loan, I explained that it had been a month ... he wanted to check something but continued to find no records and its still not approved. XXXX comes back to the phone and said " its approved '' with their funding dept. and it would take at least 24 hours to show up in their system. We argued back and forth and he kept telling me to come get my car. I asked to speak to the General manager XXXX, he put me on hold, I was told that because of the weather XXXX was n't in, but he would be calling on Saturday. He did n't call, I called XXXX XXXX and asked for a supervisor, she said that the loan was approved as of Friday XX/XX/XXXX ( that day ). I am still waiting for XXXX the GM to call me back to get this resolved. They are trying to force me to take a car that they instructed me to bring back since they could n't get it approved. I still have the emails from him asking to return the vehicle and the messages from my manager stating that they could n't provide the needed paperwork because I was inactive.

Company response to consumer: Closed with explanation