Consumer complaint received 2023-10-01
Company: ALLY FINANCIAL INC.
State: GA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Repossession
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
I moved to XXXX, Alabama for school and was living with a relative and due to our schedules sharing a car wasn't an option. I took out a loan for roughly around XXXX XXXX  {$4500.00} with a company known as XXXX to go and get a car. This was my first time taking out a loan and making a big girl purchase of getting a car with no assistance from anyone. The only thing I had in my name before this car was 2 credit cards which I was doing pretty well with keeping up with, so my credit score was stable. I decided to check out this local dealership in XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX in which I found a car perfect for it be my first-time car and an everyday car. The car I purchased from them in XXXX which was a XXXX XXXX XXXX XXXX that had roughly XXXX miles on it and minor things to be fixed like one of the headlights and a hinge piece to the passenger side door. The customer service salesman XXXX XXXX who sold me the car told me that since these were minor problems that occurred before me purchasing the car that he would have them fixed. Needless say XXXX didn't get any of those things fixed even have text messages asking about both problems being fixed, and nothing was ever done. Unfortunately, I found out through his XXXX in XXXX XXXX that he had passed away. Long story short my motor cut off on me on the way to XXXX to help my parents watch over my niece who we share XXXX with due to personal reasoning and I had it towed back to the place where I normally get my oil change from because I had gotten an oil change that day right before I got on the road. The guy at the oil change place told me that it had nothing to do with them but that this is the XXXX XXXX they got this year with the same problem I was having which was that there was a recall on the motors. I called my dealership and XXXX is the lead salesman that took over my issues and come to find out there was a recall notice out on my motor, but I didn't get any notice about it. XXXX had given me loaner car until he got my car fixed. He had promised constant communication about updates on my car and that didn't happen because I was always reaching out to him. Sometimes he would respond but most of the time it was excuses about why my car wasn't fixed. I have the messages between me and him as well. He had told me back in XXXX XXXX XXXX  that a motor was found, and he found a mechanic that would fix it. Since that day I hadn't heard anything about the motor being put in to fix my car. I remember in XXXX of XXXX the day after my XXXX  that he needed the loaner car back because his boss wanted that car to be sold and told me that a motor was hard to come by for my car, so nothing was done to it even though he told me back in XXXX that a motor was found for it. I had reached out to Ally bank who I financed my car with and told them about everything in which they couldn't do anything about it since the car wasn't in my possession and is inoperable, I told them that I couldn't afford to keep paying on a car that I hadn't had in months and still don't have as of this day. I reached out to XXXX again in XXXX of this and told him what Ally bank said and wanted to be compromised with something since none of this was my fault. He had no updates for me about the car or showed any care in the world. I still have documents and personally items in the vehicle that I haven't gotten back. So needless to say, this hurt me financially, messing up my credit, and is keeping me from purchasing another car which is needed because I have a baby on the way in XXXX. I personally feel I was told lies and broken promises from the car dealership which I believe & so does my parents that they got off on me as in sold me a lemon. I am a XXXX XXXX XXXX and was doing what was needed to make it through school with no help provided only to end up played in the end.

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 explanation