Consumer complaint received 2021-11-04
Company: General Motors Financial Company, Inc.
State: WI
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
I financed a car a few months ago ( about 5 months ) from XXXX XXXX XXXX  XXXX. Within the last month the car started to make noises so I took it in, twice. The first place I was referred to, XXXX, said it needed oil and they could hear a ticking noise in the engine ( which I didnt hear after they placed oil in my car ) but it should go away after driving. Well later that night when I was driving the car started doing a clunking noise in the hood and than the engine light went on. It was a Saturday night so i had to wait until Monday to take it in, but this time I took it to XXXX XXXX XXXX  XXXX where I got it from. Sunday I did not even start the car until I took it in on Monday. When I started the car on Monday it started to smell of burning plastic. But I needed to drive it to the dealership so they could look at it. They called me later that day stating they had to have it towed to XXXX XXXX XXXX  XXXX because they believe it could be under warranty. After it was towed I got a call the next day stating that it was something in my motor and the car was not drivable. XXXX was going to cover it and replace the motor but it will take 10 to 14 weeks! I asked about a loaner or somehow they could help me since I would be without a car for a few months, because my car is my job and they stated they could not. And I mean my car is literally my job! I travel around my city and with a car Im unable to transport. No a bus or an uber is out of the question. I contacted XXXX XXXX XXXX  XXXX multiple times and they keep stating they are out of loaner cars and unable to assist me further. They tried to finance me a new car but it is not worth it, I traded my perfectly reliable car in for this XXXX XXXX that is now not even drivable! Now they said I could trade my XXXX in but I would not have a down payment or anything to trade in expect this new car that has so much owed still, so that means my carnote would be so much more. I dont find that fair, I bought a car from them that should be reliable and after only a few months the car is not undrivable and for sure not reliable. They were unable and unwilling to help me with any kind of loaner car or to replace my car without the extras. Ive called multiple times over the last 4 weeks about a loaner car and the answer is still the same unable to help with a loaner due to loaner cars being limited Ive even asked if they could find out when a loaner car would be available. They keep saying our hands are tied, there is nothing we can do but something needs to be done! Ive had this car about 5 months and Im paying on a car that I dont have in my possession and is not even drivable! My loan company ( GM financial ) stated they cant do anything for me because Ive only been paying on the loan for 3 months, I need at least 6 months of payments to defer 1 payment. They suggested me to surrender it, but why would I do that?! All I want is some help! All I ask for is a loaner car until my car is fixed. They are not even willing me find me a loaner from a rental company. I feel if your going to sell cars and you sell one with issues you should be willing to do everything is your power to assist that customer!

Company response to consumer: Closed with explanation