Consumer complaint received 2017-11-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA
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:
XXXX XXXX, I purchase a vehicle, XXXX XXXX XXXX, from XXXX XXXX XXXX, XXXX, XXXX Dealership in XXXX XXXX, Georgia. I test drove and worked perfectly fine. Snagged a deal with an inclusive warranty for around {$14000.00} all in. I was assured the vehicle was a certified pre-owned in great condition. ( The car was in the back lot when I came to test drive, red flag number one ). I left dealership the same day with the vehicle and the car broke down mid way into the city on the middle of the highway, the vehicle literally stopped and there was no power steering and the wheel started to tighten. Luckily, I was able to make it off the highway on to an exit ramp in XXXX XXXX. The dealer assumed responsibility, told me the alternator needed to be replaced and then I was given the same vehicle again the next day after being given a loaner for that day. May I remind you this all happened within the first hour of me leaving the lot with the vehicle. I kept the vehicle for about a month, and refrained from driving too much because I did not want to put too many miles on it. Within a few week time frame, I was back at the dealership to use the warranty about 4 more times due to the check engine light constantly coming on, different warning symbols and an inspection that was supposed to be done. One of the times I took the vehicle back, the service department told me I would have to pay out of pocket and I had to argue them that I literally just bought the vehicle with the warranty and it be impossible that logically to make sense. 30 days had not pass yet. 

XXXX XXXX, I contacted Dealership. Explained situation to a salesperson salesperson said nothing they could do, asked to talked to supervisor, individual hung up phone. This same day I contacted the bank I took the loan out with, Capital One,  and I spoke with a individual by the name of XXXX, she documented by issues with the vehicle I was having, also stating Capital One has an agreement with their trusted dealers ( since I was financed through Capital one, I went through one of their trusted dealers ) would speak with the dealership. 

About a week from then, I returned several times with the same issue each time. Of those times, I experience longer than usual wait times due to the fact that I had an issue rather than coming in as a buyer, I did not speak much of it while in the establishment, but I definitely was placed on the back-burner for at-least an excess of 40 mins. 

I went back into the dealership in an attempt to swap out the vehicle because the dealer knew my situation, I settled on a XXXX XXXX XXXX, that I seen online came to the lot and test drove. The Finance Manager, agreed to buy my vehicle back so I can in terms, get the new vehicle without the balance rolling over. I signed the documents stating they would buy the vehicle back. I left the vehicle on their lot with the keys after signing the documents but, Now it is XXXX XXXX and I have a repo loan from Capital One bank in my name because the dealership did not hold up their end of the deal and send Capital One back their money after they nullified the old loan. I 'm out of a vehicle because of this situation and they refuse to send CapOne back their money. 

I never made any loan payments on the old vehicle because the loan was supposed to be voided due to the situation. I was going to buy a new vehicle but I was never allowed to get any of the vehicles I wanted to get, I was forced to come look at XXXX XXXX and etc., and did not want any of those vehicles. Leading me to tell them send the money back, I would not like any of those. 

I spoke with XXXX XXXX from the dealership, he was the original dealer who sold me the vehicle, around XXXX XXXX about this exact situation and he told me he would get back to me and I have not heard anything from this dealership. He also asked was I making payments on the vehicle because I still owe for it, and I had to literally explain to him that I sat in the office with their own finance manager where he made me sign the documents stating they would buy the vehicle back and that I do not have ownership over the loan for the XXXX anymore. Overall, this is one of the worse experiences I ever had with a so-called reputable dealer, and I will take this issue to court for negligence if I have to. From the horrific incident that could have happened on the highway due to them " forgetting to install a new alternator '' down to them not sending the bank back their money for a vehicle they current possess at the moment is down right disgusting. 

It 's the end of the year and i 'm back in the position I currently was in, without a vehicle and I can not even attempt to get a new vehicle because XXXX XXXX XXXX is purposely ruining my credit and my relationship with the bank. Not to mention they ran my credit almost 14 times, 7 times the first time I went into get the XXXX XXXX and 7 more times through the same banks for the XXXX XXXX. 

Furthermore, the whole ordeal has been long-winded and frustrating having to explain to Capital One the entire situation and having them work with me with no compliance from XXXX XXXX made my first car-buying experience probably one of the worst but at this point I would just like for them to compromise so we can both part ways with this situation completely mediated. 

As far as documentation goes, the company should have all the documents, If any extra information is needed I would be glad to provide it. As I stated before, the main document pertaining to this situation is that the Finance Manager and I both signed the form indicating that the vehicle was changing hands from myself, back to XXXX XXXX, herby declaring that I was no longer responsible for the car and that the {$14000.00} would go back to the bank.

Company response to consumer: Closed with explanation