Consumer complaint received 2022-09-16
Company: ALLY FINANCIAL INC.
State: MS
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Fraudulent loan

Complaint:
I purchased a vehicle from XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Mississippi XXXX on Saturday XXXX XX/XX/XXXX but, I didn't pick up the vehicle until Tuesday, XX/XX/XXXX due to XXXX XXXX ( salesperson XXXX stating that they were putting new tires on the truck. I really wasn't supposed to pick it up until Wednesday XX/XX/XXXX that's when the tires was going to be in and the truck was going to be ready, which was odd because I didn't see nothing wrong with the tires. When I picked up the vehicle I notice a burnt oil smell and I mentioned that to XXXX at that moment and she didn't say anything. So my brother in law said well maybe that's probably from when they did an oil change. But I kept smelling the burnt oil smell. So, within a few days of driving the vehicle I notice that the truck would pull off slow as I have my feet on the gas and it was jerking like it was trying to get into the right gear. I also, notice that when the vehicle was sitting at a light or just running while sitting still the vehicle would be shaking like it was running hot. I notice the radio changing stations and switching from app to app and calling folks from my contact. On XX/XX/XXXX I spoke with my seller XXXX XXXX about the problems I was having with the truck. She told me if it does it again to bring it in and they will look at it. So. the vehicle did it again but it was getting worse. loud noises was coming from the vehicle and like a high pitched whistling sound. And the jerking was getting worse it pause when I put it in reverse and jerk to go backwards and it would do the same way when I would put in drive and I have a witness to that. So, on XX/XX/XXXX, I called XXXX again and told her what was going on and she told me to bring it into service but it had to be through the week. So, I took off from work on Tuesday XX/XX/XXXX because that Monday XX/XX/XXXX was a holiday. On Tuesday XX/XX/XXXX, I brought the truck into service at XXXX XXXX XXXX XXXX and I was greeted by one of the service guys. The guy ( don't remember his name ) asked how he could help me and I explained to him that XXXX told me to bring my vehicle in so that you all can see what was wrong with it and I handed him my list of problems. He goes inside with the list and comes back out 5 minutes later saying that the general manager said that you weren't under a warranty so we can't look at it plus we don't have the proper machines for a XXXX because we deal with XXXX. He said next door, would have the proper machines because they're a XXXX dealership but you will have to pay out of pocket. I said no, I only had this vehicle for a couple of weeks so someone has to see what's going on with it. So he goes back in to get the manager and the service guy comes back out and says " they're going into a meeting ''. So, I said I can wait because I took off from work for this. He said ok you can have a seat in the lobby. I went in and stood there waiting so XXXX came over and I told her what the service guy said and she went to talk to the general manager XXXX XXXX who was supposed to be in a meeting but instead he was just standing in his office talking. So, XXXX was talking to him and they were laughing out loud and they finally came out of the office to come talk to me. I explained to XXXX what was going on and he stated " you didn't get the extended warranty matter of fact you were mad when you thought we put it on there and it wasn't. '' I told him I wasn't mad and he cut me off stating " you had the vehicle for over a month '' and I said no, I only had it for three weeks. And he stated " well the vehicle is over XXXX miles '' and I said no it only has XXXX miles on it. He said " oh well anyway you come in here with this long list and you just now telling someone about it! I said no, I told XXXX as soon as it happened. He said well, there's nothing we can do about it since you didn't purchase the extended warranty and and you signed as is contract. But they didn't advertise as is on the website. He said If you want to see what's wrong with it then you would need to take it to XXXX XXXX XXXX and pay for it yourself. '' So, I did. On Saturday XX/XX/XXXX I took the vehicle to XXXX XXXX XXXX they did a diagnostic test and told me I needed a new transmission and computer system totaling {$6000.00} plus... I went back to XXXX XXXX XXXX XXXX on the same day with my estimate and spoke with XXXX XXXX ( general manager ) again. I went into his office and I said hey, I was just in here Tuesday and you told me there was nothing you could do because I didn't purchase the extended warranty and he said " yes you were ''. I said you told me that your team did a thorough inspection and everything was good. He said " yes I did. '' And I said well, if everything was good why is next door ( XXXX XXXX XXXX ) saying that I need a transmission and computer system replaced all of a sudden. And I handed him the invoice. He looked at it and asked where did you get it done? I told him next door, he stated with a nasty attitude " Looks like you have a {$5000.00} transmission bill. '' I told him I was not responsible for this and that I only had the vehicle for three weeks and I told XXXX about it too! He said " you didn't tell nobody XXXX! '' " For as far as I know you could've messed it up yourself! '' He was getting loud with me so I got loud. He was cursing at me and I cursed him right back. He told me to " geXXXX XXXX XXXX out of his office before he calls the police! '' I had asked him what his name was because I didn't know his name until then. He said XXXX and I waited for him to give me a last name and he didn't say anything. So, I said you are not gon na give me your last name? He said in an arrogant way " everybody knows me! '' So. I had asked the staff what his last name was. No one wanted to give me his last name. As I was standing the lobby he came out his office stating that " I have lost my XXXX XXXXXXXX mind and that I need to get the XXXX out of his dealership before he calls the police! '' The amount financed on this vehicle is {$39000.00} Called Ally Auto on XX/XX/XXXX and the representative said that there was nothing they could do because the contract had started. But I haven't even paid my first note yet!! 
This is vehicle was my means of getting back and forth to work. And if I can't get to work how can I pay these notes. And I haven't even paid the first note yet! And this is not just my credit we're dealing with it's my sister 's credit as well because she cosigned this vehicle for me! So, they are messing up our livelihood to gain in their 's and this is so unfair to the consumer! All we want is for the problem to fixed ( paid in full ) or get me another vehicle or get me out of this contract period! 


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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