Consumer complaint received 2018-12-03
Company: General Motors Financial Company, Inc.
State: FL
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
My complaint is in regards to GMs refusal to trade me out of this dangerous leased vehicle which is financed with them. I went in to the dealership XXXX, in reference to the XXXX XXXX XXXX which I literally thought I was going to lose my life, for them to service the vehicle because the SUV accelerates at an astronomical speed and when this transpires the breaks fail ( vehicle will not stop ). The first time, I went through the drive- thru and when I lifted my foot, the car accelerated on its own at a massive speed and the breaks would not stop the car. I veered over out of the waiting lane to avoid from hitting the customers. Next, I was riding on a main road and the vehicle was again repetitive in accelerating at massive speed and again when this transpires the breaks do not stop the vehicle. I took the car in to the service department explained what transpired and was told that they could not locate the problem. Approximately a month or so, the car did the same thing. I was XXXX, heading to Sunday morning church service and there was a lot of slow driving as the highway was congested. The traffic started to flow a little better and upon moving the foot off the break, the vehicle accelerated immensely ( very powerful when it does this ). The breaks absolutely would not stop the vehicle. Blowing the horn continuously trying to alert the other cars of the speeding vehicle, pressing the breaks constantly, which of course did not stop the vehicle. Going on the outskirts of the highway, finally getting the vehicle to stop by pressing park and the vehicle kept going and finally coming to a stop. Smoke was coming from everywhere. I was terrified for my life as well as others on the road. I immediately contacted XXXX, explaining the frightening experience and that the car needed to be towed to XXXX. I gave them my location ( outskirts of XXXX XXXX, right off of XXXX ) and was told that a flatbed would be there in a hour to tow the vehicle. I then called a family friend to pick me up. Then called XXXX explaining to the receptionist what transpired and that I was having the vehicle towed to the service dept. I informed her I knew it was closed but the severity of the vehicle it needed to be towed to them immediately. The receptionist indicated that there is a drop off area in the service dept and the tow drivers also have a drop box for the keys. She then stated that the service dept. would contact me first thing in the morning which was Monday. Well, I waited a few hours and no one called and I contacted them and was told they had no idea where the car was located. I went through a few channels and finally was able to speak with XXXX. I explained to XXXX that I had the same issues again and how terrifying and life threatening this was. I informed him that I had to get a loaner car and needed them desperately to fix this issue. I had a friend to take me to the service dept., the following day and reiterated the issues with the vehicle and the seriousness of this issue as it is life threatening to XXXX again. XXXX was also informed to check the breaks, because of the stress that was placed on the breaks in to the process of trying to stop the vehicle should have been quite visible, this should show you that something drastic transpired. Now, Friday evening has come and late afternoon, almost XXXX XXXX, I had a gentleman by the name of XXXX XXXX, who contacted me in regards to the vehicle. He indicated that he was XXXX boss, the service dept manager and they have driven the car around the area and could not find a issue. He questioned me in regards to where I was going, how often it happens etc. He also asked could he drive the car home. Well, XXXX XXXX calls me on Monday and said that the car was ready, and I could come and get the car. He then asked did I need a ride and I informed him I had a loaner. He then indicates that he could not get the car to duplicate what I informed him had transpired, my heart sunk. He indicated, that he checked the wires to be sure a rodent or a rat did not gnaw on the wires. I said a rodent or rat! He indicated, that it was a possibility that I accidently set the cruise control. I do not use cruise control and I informed him, when you set cruise control and you press the breaks the car is supposed to slow down or stop. I also informed him, I am sure that your technology which can determine if cruise control was set and can support the fact that cruise control has never been used on the vehicle. XXXX asked prior to speaking to XXXX, that the mechanic wanted to know if the SUV is driven with both feet and perhaps the gas pedal was confused for the break and the gas was pressed. The vehicle isnt driven with both feet. The gas was not accidently pressed instead of the breaks. The gas was not being pressed and the car accelerated on its own. I am baffled as to what they are not comprehending. Then, XXXX indicated that it was probably the floor mat. That is insane, the floor mat which was purchased from a GM store ( XXXX mat ) is nowhere near the gas or break. The mat did not jump up on the break or gas, the mat was not intertwined in any capacity. Then XXXX says he asked numerous customers and they have never had this issue. I indicated I have taught exceeding 45 years as an elementary school teacher. I am fully aware of what the car is doing. This is not a figment of my imagination. I have had several new XXXX, never brought the vehicles for anything more than general maintenance and there was a defect with the last SRX in regards to the XXXX XXXX XXXX Screen Display and they change it. I have only had praise for the vehicles and have patronize XXXX because not only liking the vehicle immensely, most of all I felt safe but that is no longer the case in this vehicle. Well, XXXX moved the drivers mat and the following day the car did the same thing. I called and left XXXX XXXX a message and he has not called me back to this day. I contacted GM financial who I pay the car note to, notifying them hat is going on with the suv and was advised that I should take the car to another dealership because it was a lease and have them trade me out of the vehicle. I submitted a survey and ended up speaking with XXXX. I explained to XXXX what happened and told her that I am scared literally for my life as well as others and need to trade out of this vehicle, its not safe. She indicated to me that I have to speak to another department and a case manager would contact me. A few days later I was called by a case manager her phone number is XXXX ext. XXXX, the service request number is XXXX. I explained to her the situation and she informed me that she had a situation to happen to her when she was younger, her car accelerated and her father a mechanic advised her to put it in neutral and she suggested if the car does it again, for me to do that and called them to tow it to XXXX. I informed her, that I did not want to risk my life again and would like to trade out of the vehicle and she said that she did not believe they would do it. I said again, that is my desire. I informed her, if she can look at my payment records, I have never paid my car note late and I said if you view my records with the previous XXXX I have not had any issues, just had the vehicles in for general maintenance and the issue with the XXXX XXXX with the last XXXX. I explained to her all the excuses I was given, and she said that XXXX XXXX also told them about the mat, but I found it strange that XXXX XXXX did not inform them that after the mat was removed by them, that I called him again in regards to the SUV doing the same life threatening issues. He also did not inform them that he did not call me back. Well about several days later, the case manager called me back, unfortunately I missed her called and called her back within 5 mins and could not reach her. Left several messages ( emails ) and for some reason was not called back but finally called her and reached her. She then told me that they spoke to XXXX who indicated nothing was wrong and it was the mat and they were refusing to buy the car back. So, in saying that, I am supposed to keep riding in an extremely unsafe vehicle and continue to pay my car note flawlessly ; though this vehicle is most certainly a DANGER and could easily be my life or someone elses the next time this transpires. Well, as I stated, this is absolutely not a figment of my imagination and they are grasping for excuses and poor excuses at that. I have had several new XXXX, so I am more than qualified and capable of driving the vehicle properly. I possess more than enough experience driving these vehicles and I am more than capable of knowing when there is something most certainly defective about a vehicle. I am certainly terrified to be in this vehicle and can not believe that my safety means nothing to this organization, and I have previously spoken so highly of XXXX and recommended and can only pray that those who purchased do not experience this horrendous event to transpire with their vehicles. This company should have traded me out and into another new vehicle, but surprisingly prefer for me to remain in the vehicle jeopardizing my life. I ask the case manager to email me a copy of the letter in which the company refused to take me out of the vehicle, she indicated she was immediately, but she did not. Contacted her, no response. Therefore, I was not able to attach the response from the organization ( XXXX ) with the complaint outcome ( denial ) but attached the comments from the service department from XXXX.

Company response to consumer: Closed with explanation