Consumer complaint received 2023-09-18
Company: CREDIT ACCEPTANCE CORPORATION
State: AL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Repossession
Sub-issue: Loan balance remaining after the vehicle is repossessed and sold

Complaint:
XXXX XXXX XXXX XXXX sold me a XXXX  XXXX XXXX XXXX XXXX XXXX.Soon after the Pandemic hit, and my financial situation changed drastically. The dealership added addons that they didn't honor or explain in detail for the vehicle. For instance, the car needed wiper blades when I purchased the car and had to be ordered. I received one free oil change maybe two at the most. I made an appointment and was a couple of miles over the mileage of suggested mileage and was turned away. I asked about my wiper blades instead and was told they stopped doing the wiper blades. XXXX XXXX XXXX XXXX XXXXXXXX Alabama is using bad tactics and deceit when making sales. It was a Friday and I had been there for hours because nobody would finance the car. It was near closing and the salesman tells me he finally got a lender to accept me, and that I'd have to come back as well as bring XXXX $ in two weeks for a total of XXXX $ down payment total. He took the XXXX $ to secure the vehicle. He also said the vehicle had just come in and it had to be serviced and cleaned first thing in the morning Saturday. He spoke nothing about finance charges for the vehicle. He said that he would have more information the next day. I called the dealership and was told that the shop closed early on weekends, and Monday I could come in and finish the deal. I called on Monday car still wasn't ready. It was that Friday, and the vehicle was just now in the shop for detailing. Friday evening the vehicle was still waiting. I told the salesman I bought the vehicle because I needed to get around. He said Well just come on and you can bring it back for detailing. The seats were filthy as well as the floors doors. It was then that I was presented with the contract with Credit Acceptance. I stated sir this car went from XXXX $ to nearly XXXX . He tells me keep up payments for the first year and I could trade it. They had added warranties as well as Gap insurance that I didn't understand. The salesman says good thing is we do provide oil changes and wipers for life on all of our vehicles that way the vehicle is serviced, and maintenance is documented here. I was overwhelmed and inexperienced in the sale. A few months later the Pandemic hit hard and changed my life. I lost extra income and resources. It was very hard for me to pay car note. I called the finance company and made payment arrangements for the car note. The finance company didn't offer any assistance during that time. They were only able to stop reporting to the credit bureaus about payments. I asked repeatedly for help and the only help they offered was to make arrangements for the payments. Arrangements that were often broken because I had been affected financially by the pandemic. During this time my credit was tarnished. Even when payments were made it didn't help my score at all. Late/missed payments were still being reported. I was fighting a losing battle. My car was repossed and my personal property was gone. The repo company used are crooks. Upon my arrival via XXXX the tow company hands me a paper for what I was told retrieval of my vehicle and property. The property I did receive was tied in big black bags. The attendant tells me we're closing ma'am could you please move the vehicle out of the gate not allowing me time to fully access my property. It was when I made it home and realized some things were missing. I had several cases of XXXX and XXXX XXXX and a big box of beauty supplies and hair products, and some XXXX XXXX XXXX XXXX products. I immediately reach out to the tow company. The customer service tells me its company policy to remove all liquids. I called Credit Acceptance, and they did their investigation and said I signed off on the receipt of my property and there's nothing they could do. Again, I took a big loss. I told them exactly what the lot attendant said about closing to move outside of the gate. The car deal was a nightmare from the start. I was charged high interest for basically not having good credit. I was set up for failure from the beginning. Credit Acceptance gains from poor people with bad credit who are in desperate need of a vehicle as well as inexperienced car buyers. They will finance cars and have no idea the condition of the cars or the dealership reputation. They don't require car faxes or proof of inspections on any of their financed vehicles. If you're inexperienced you don't know what you have until it leaves the lot. I have a family member right now that's trapped in the purchase of a lemon car contract no help from Credit Acceptance all they offer is an apology. Credit Acceptance will harass you calling early mornings and as late as XXXX.They even call on Sundays with harassment forcing you to make arrangements to their satisfaction. XXXX XXXX XXXX XXXX Alabama uses deceitful tactics to sell vehicles. These businesses are ruining lives daily for profit and gain. They make you feel like they're there for you but they're really not. My car was repossed for the second time XX/XX/XXXX. They've yet to send me anything about the sale of the car and the balance owed. I went to the customer portal for Credit Acceptance and the balance of the car is outrageous still over XXXX $ .I live on a fixed income as I did when I purchased the car. This has affected me mentally and health wise. I'll never be able to fix my credit and live a happy life. I tried numerous times to get loans but was denied because of my payment history with Credit Acceptance. I don't have transportation and I'm physically just deteriorating because of my financial situation.

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 monetary relief