Consumer complaint received 2017-10-26
Company: American Credit Acceptance, LLC
State: TX
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, XXXX XXXX XXXX General Manager XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX Dear, XXXX XXXX On XXXX XXXX, XXXX I purchased a XXXX XXXX XXXX. I made this purchase at the XXXX XXXX used department with the assistance of your sales associate XXXX XXXX. 
Unfortunately, the vehicle that I purchased fifteen days ago has not only been a disappointment, but an endangerment not only to myself but also the life of my daughter for the following reasons. 
Exactly seven days from the original purchase date of the XXXX rogue, I began to experience mechanical issues such as, loss of power, loud knocking, and even a complete engine shut down while in the center of an intersection with my XXXX year old daughter in the back seat. 
I immediately had the vehicle brought directly back to the used department, as I would no longer desire to purchase the XXXX XXXX and select a different vehicle after utilizing the proper procedures. 
Needless to say that was completely infuriating, and dangerous on all accounts. Following these events the morning of Saturday XXXX XXXX, I was forced to request a loaner vehicle due to the inconvenience along with needing to attend my daughters birthday celebration that afternoon. 
I was issued the most disgusting, substandard and mechanically unfit XXXX XXXX as a loaner vehicle, which had major alignment and engine overheating issues. To make matters even better I was issued this XXXX XXXX with less than a quarter of a tank of gas, and had to immediately rush to the nearest gas station. Unfortunately due to the untimely, and lackadaisical effort exerted by the used department management I was unable to fully attend my own daughters birthday celebration. 
Shortly thereafter being completely mistreated with the first loaner and not yet having any communication regarding the XXXX XXXX being returned and exchanged, I requested an alternate loaner. 
To My surprise I was somehow met with an even worse vehicle. I received a XXXX XXXX XXXX on XXXX XXXX, XXXX, which had over 210,000 miles which when coupled with the transmission gears skipping issue, and also no gasoline upon receipt I was at a loss. 
So due to my vigorous work schedule I was unable to return the XXXX XXXX immediately, and when I called the Used department management staff to inquire about an exchange I was told we will have your salesman contact you on two separate occasions. 
By XXXX XXXX, XXXX I had still had zero communication about the XXXX XXXX, but I couldnt operate the XXXX XXXX any further. So I drove it directly to the used department, and after the help of XXXX XXXX after remaining in the waiting area for 4 & 1/2 hours the very best vehicle I was able to receive was my current loaner the hail damaged XXXX XXXX XXXX that was loaned with the actual gas light on! 
To the credit of XXXX XXXX he stated Im very sorry about there being no gas, but if we can get you into another vehicle I will get you a full tank which was the best customer serviced I had even received in the time I had been dealing with the Used department. 
As it stands the XXXX XXXX has yet to be appraised for trade value or even communicated to me by anyone in the entire used car department what the next step is in even getting me into another vehicle. 
To resolve this entire problem, I would appreciate your immediate assistance in acquiring a NEW vehicle, and no longer purchasing any vehicle with the XXXX XXXX used department entirely. Attached are copies of all Buyers Tag receipts listing all dates on the previously mentioned loaner vehicles. 
I look forward to your reply and a resolution to this situation. I will wait 1 Business day from the date of this letter before involving a third-party.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation