Consumer complaint received 2022-07-25
Company: ALLY FINANCIAL INC.
State: MO
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Fraudulent loan

Complaint:
Ally Auto Financial approved 2 auto loans against my credit report without any request for documentation or request to verify my income. The 2 auto loans combined total more than my income. I was forced to purchase both an extended warranty for over 4000.00 plus gap insurance. In addition, I believe I am a victim of XXXX XXXX XXXX XXXX XXXX XXXX XXXX in XXXXXXXX KS whereas Ally Auto  Loan is the lender. I requested a loan rescission due to the amount of issues the vehicle I purchased started having after driving it off the lot. I returned it the next day for repairs. The opportunity to earn my business has faded over the past few weeks. My trust in the dealership has depreciated and my desire to purchase a reliable vehicle from this establishment has become nonexistent. These feelings do not come without reason. My initial purchase of the XXXX XXXX was thwarted when the check engine light came on after driving it for a period not greater than two weeks. After the service department stated they had taken it to a local XXXX dealer for a firmware update the light came back on after a day or two of driving and the 12v outlets did not work. My husband and I thought to upgrade to the XXXX since we liked driving it as a loaner. We were able to get into a frost grey version which came with a list of acceptable problems. Those problems were acceptable until the risk of overheating entered the picture because it sprang an antifreeze leak due to a cracked hose in the coolant system. After a bit of research, I found out that there were over XXXX XXXX XXXX XXXX  recalled. The recall message from XXXX stated, if the coolant leak goes undetected, it could lead to an accumulation of coolant in ( or on ) the catalytic converter heat shield insulation and then catch on fire. To top it all off, the warning light appeared stating the vehicle is due for regular maintenance which is priced at $ XXXX {$350.00}. This is the second vehicle that I have attempted to purchase that has had both minor and major issues that were not addressed prior to me taking ownership. Everyone at the dealership has been friendly, cordial, and inviting. There have been multiple examples of someone stating something that was not exactly truthful. In fact, I began to lose faith when someone told my husband that the TPM light is on because it is set that way prior to selling a vehicle. To disprove this myth, we put air in the tire and the TPM light went off. Encountering all the small situations where a vehicle is not in proper running order, dishonesty, and not speaking openly about the known flaws of a vehicle has prevented me from developing relationships, trust, or confidence to purchase a vehicle that does not have the potential to experience a breakdown in the near future. I trusted the sales and finance teams to provide me with a reliable vehicle where my husband, children, grandchildren, friends, and I can reach our destinations safely, this has not been the case. Instead I have received 2 vehicles that fall under the Kansas Lemon Laws. However the finance manager has violated the Truth in Lending and the Kansas Lemon Laws because they are forcing me to purchase the car and none of the problems have been fixed and now I am without a vehicle and have been without the vehicle I purchased the past 2 weeks. I contacted Ally and to my surprise they show 2 auto loans for the vehicles I returned to the dealership. I was shocked and now I feel stuck and wish I would have done my research. Lessons Learned from this nightmare in buying a new vehicle to pick up my grandchildren in and spend time with them. The finance manager told me they would return the loan financed to the lender Ally Financial and therefore I trusted they sent the funds back and now I am stuck with 2 auto loans with no vehicle. Both loans total more than my income alone. I reached out to Ally Auto  Financial and they referred me back to the dealership with no intention to resolve the issue. This has been extremely stressful for me, I am a grandmother and the only thing I wanted to do was find a affordable reliable vehicle and now I have lost all trust in both the auto industry and auto lending industry.

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