Consumer complaint received 2019-08-23
Company: FORD MOTOR CREDIT CO.
State: NV
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:
XX/XX/XXXX when I have an appointment with my salesperson ( XXXX ) that i know for about 5 yrs bec we've been buying and leasing our car from XXXX XXXX, XXXX. I have an appointment to return my lease car and will try to get a new lease car again. Everything was doing great and with the amount of time spent in the dealer, we decided to buy a certified used car instead and will be under my daughter 's name. 
In regards to my XXXX XXXX lease car account, as part of the deal, they will end up absorbing the 5 months left on the lease contract. The manager, together with the sale person ( XXXX ) offered to pay the 5 months of my XXXX XXXX lease car totaled about {$1600.00} just to get out of the lease. 
With the new car deal and as promised, my daughter was approved for 3.4 % if we buy the XXXX   XXXX XXXX for {$29000.00} with {$1000.00} down for 72 months payment, 2 years bumper to bumper, up to XXXX,XXXX miles engine warranty, will make all the windows tinted plus they will pay off the rest of my XXXX XXXX XXXX lease car for {$1600.00}. It so appealing and such a great deal that we end up agreeing to all this. 

While waiting for all this deals and the financing documents are being reviewed, the XXXX XXXX finance person named XXXX XXXX were giving us different information. 1st, was when I declined the Gap Insurance the personality changed to something defensive, unwelcoming and rude. 
2nd, was the information provided by the manager and sales person about the 2 years bumper to bumper warranty was wrong and I was told that they had a mistake in giving me that information. It should only be 1 year bumper to bumper   warranty. 
Towards the discussion and dealing, We end up signing the given deal. This XXXX XXXX XXXX will be financed with 3.4 %, with 1 year bumper to bumper warranty, XXXX miles warranty, the company will pay off the 5 months left of my XXXX XXXX XXXX Lease car for {$1600.00}. 
With that being said, all documents were signed and ended. Copied provided to me and my daughter and told us that it will take 2 weeks for the returned XXXX XXXX lease car ( 5 months ) payment to be mailed to us. On that same day ( XXXX XXXX, XXXX ) they gave us the car. We took it home without any problem. 
XX/XX/XXXX Car tinting job was done. There was no problem. No questions asked. Everyone was nice at the dealer XX/XX/XXXX I noticed that the back chair needs some work done and I called my sales person XXXX if he can have this fix and he scheduled the repair on XX/XX/XXXX. 

Today, XX/XX/XXXX when my daughter took the car by herself to the dealer. 
2 weeks after we have the car on our possession, the dealer told her that they have to changed her financing rate from 3.4 % to 5.9 %. The monthly payment went up and my daughter were so confused and surprised because everything they promised was changed suddenly. I spoked to the Finance person ( XXXX XXXX ) and asked the reason because I don't think it is right to suddenly change the deal after everything was settled 2 weeks ago. I was told that my daughter can not be approved for 3.4 % bec she will have 3 cars under her name. The XXXX XXXX dealer knows this before they finalized the financing options and the deal. The problem with this was misinforming us and keep promising us of all this good deal until they get us to buy the car. 
First of all, we were not notified for 2 weeks about this unapproved rate. Not sure when did they decided to change it. When the car dealer saw my daughter with the car, she was asked to re-signed the vehicle contract and agreement. I am not present when they did this re-signing today. My daughter called me and asked me about this which I am not aware. I don't think this is right. I find this so unfair and unjust. The deal that was made and finalized 2 weeks ago should not be changed without appropriate notification. 
On the other hand, I still did not received the promised returned lease car 5 months payoff amount. 
This company runs business wrong. Just to sell cars they will mislead and misinformed the consumer. Promise to give you a great deal but yet not disclosing the right information. 
Not notifying the consumer about the rate and suddenly decided to change without notification. Failing to mail the promised payout amount of the previous lease car is so wrong. 
The worst thing they made in this deal was to back date the document re-signed today by my daughter to XX/XX/XXXX instead of today 's date XX/XX/XXXX. This is totally wrong. This needs attention to protect consumer about their dealing practice. 
This never happened to me in the past. It is upsetting, we felt like we were treated unfairly, given a dishonest deal and wrong information. XXXX XXXX, the finance person responsible to process our loan is inefficient and not diligent in notifying properly the consumer about the loan. If he knew after several days that the rate is not possible he could have call or email us about it so we can find a resolution to this deal. We can negotiate again or find what is good and ideal for us.

Company response to consumer: Closed with explanation