Consumer complaint received 2023-11-02
Company: ALLY FINANCIAL INC.
State: NJ
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Problem with fees charged

Complaint:
my husband and I went to XXXX XXXX XXXX XXXX on XX/XX/XXXX to attempt to trade a vehicle I purchased there 14 months prior. The sales guy, XXXX, said the negative equity was too high, so a deal could not be made ( technically it could, but he seemed eager to let us walk ). I took my children home, annoyed after XXXX walked away without saying anything. My husband stayed and inquired about trading his truck, XXXX XXXX XXXX XXXX to get the car I wanted, and he would take my car. XXXX told my husband his truck would be a wash, meaning no negative equity, and it would basically be like starting from scratch. My husband came home to discuss with me and we went back, with our young children in tow. We started to look at vehicles, but this time we were dealing with sales guy XXXX, like the XXXX XXXX XXXX XXXX, and a XXXX XXXX XXXX XXXX In XXXX. I test drove both, only to find out the XXXX was more expensive than the XXXX, so we started to consider the XXXX more. They had one in the showroom that my daughter liked. It had a red tag sale sticker on it for {$50000.00}. The window sticker showed an MSRP on {$53000.00}. We were told there were great rebates/sales, and we could get it for the red tag sale. It had everything I wanted/needed, yet I was torn between the one in the showroom ( which is white ), and the one I test drove ( which was red ). I was told the red one was {$400.00} more purely because it was red, but they would give it to us for the same price/payment as the white if that's what we wanted. XXXX proceeded to hound me to pick a vehicle. My husband and I let our XXXX  daughter pick, and she picked the white one. We started crunching numbers, and it came down to XXXX down, and the payment would be $ XXXX ... which seemed a little high to me, but I didn't question it. They took the car for detailing. My husband was the one to sign papers. We had been at the dealership since XXXX with our XXXX XXXX XXXX and XXXX XXXX XXXX and wanted to be done so we could get them home, it was XXXX. The finance manager scrolled through documents to sign so fast your head would spin. Not much explanation, other than to offer an additional extended warranty at no charge since we were returning customers. We agreed and my husband signed. I didn't read over any documents as it was late and my XXXX year old was throwing a tantrum in the finance office, understandably ready to go home. We were exhausted. We did a really quick walkthrough of the car, and that's when I noticed finger prints all over the window. I thought it went for detailing? XXXX said it did... we wiped it down. He did a very quick walkthrough with me, and left. I started the car, to find that the battery for the XXXX  had not been charged. Annoyed, but tired. I drive home... I get home and my husband asks " why are the lights off? '' XXXX told me he put them on auto, and it seemed darker than usual as I drove the XXXX minutes home, only to find I drove home by the light of daytime running lights. Yikes. I spent the next day configuring settings, XXXX  issues that should've been done the day before. Anything I didn't figure out I was going to address when I went back Friday, XX/XX/XXXX to drop off my down payment of $ XXXX. Come Friday I go to drop off the down payment, and on my way out the door, I'm harassed by XXXX XXXX who called me XXXX 4 times before I corrected her ) in front of a full showroom for a " bad review ''. I had no idea what she was talking about, I gave all 8s and 9s and some 10s on the survey I received. She proceeded to tell me I got a great deal and I should love my car and my review was awful. She said she was going to get a copy of the review, but never came back. Instead she sent XXXX over, who, at XXXX, proceeded to tell me that 8s and 9s aren't good, he was expecting all 10s. I was asked to rate my overall experience, and I wouldn't call the back and forth, ignorance of the sales guy, and then amount of time it took the get everything done, a 10/10 experience. I left, extremely annoyed. I thought, I just handed you a check for $ XXXX plus first payment, and you want to talk to me like that, accusatory and rude? When I got home, I started to look through the paperwork for the car, trying to find the account number so I could set up online access to make payments. I found the buyer 's order, which showed the original MSRP as the price of the vehicle. There were many documents in that folder, and not a single one shows $ XXXX for the car. I then see {$2000.00} in negative equity for my husband 's truck. I was shocked, because XXXX, XXXX, and the guy at the front desk who put the deal together, assured us there was none. On the next page, I see " extended warranty : {$500.00} ''. Again, shocked, and now very angry. We were told we were getting that for free! Also, the payment increased from {$610.00} to {$610.00}, which I didn't understand. I immediately submitted a complaint to the XXXX. XXXX XXXX XXXX responded, apologizing for XXXX 's behavior, and offered to credit back the extended warranty. I asked for a refund and was told no. The response time between original complaint and response was about a day or two. In the meantime, I find I'm having issues with the right passenger sliding door ; it won't open. I put the button, nothing. When I pull the handle, it beeps at me and won't open. There's a rattling in the dash when I go above XXXX, and the volume on the radio is extremely low when I make outgoing calls, but extremely LOUD for incoming calls. Yet another bunch of issues. On my way home from work the next day, Monday, I told my husband I would go to the dealership to talk to the GM. As we were talking, I hear/see something out of the corner of my eye... .there 's something hanging off the car in between the front and back passenger windows, just flapping in the wind. I pull over on the very busy highway that is XXXX XXXX, to find the window panel just hanging off. I try my best to shove it back on. I get back in the car and continue to drive home. XXXX. the piece flies off and hits a car behind me, and I'm so grateful it didn't do any damage. My husband agrees to meet me at the dealership to talk to the manager together. Once again, our kids in tow. The GM, XXXX, talks to me in a voice that sounds very condescending, instantly annoyed, and not very sympathetic to my complaints/concerns. He repeatedly tells me we got " a great deal '', that he made " no profit '' on the sale of the car, and just danced around the issue. I mentioned the wrong price numerous times, and he barely addressed it. He just said " well your husband signed the documents, it's a done deal. '' I complained a little more, and he offered me {$1300.00} ( which covers half the negative equity and the {$9.00} over 36 months, which is the difference between {$610.00} and {$610.00} ). I'm not satisfied with this response/resolution, but I take my kids home ( again, another late night at the dealership ). The next day I email XXXX a breakdown of the amount of money we lost on this deal, and ask for it to be refunded. We go back and forth and he repeatedly says no. It's gotten to the point where he's stopped responding. I have an appointment with service tomorrow to fix all of the issues for a car I've had less than two weeks.

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