Consumer complaint received 2023-11-13
Company: AMERICAN HONDA FINANCE CORP
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Getting a loan or lease
Sub-issue: Changes in terms mid-deal or after closing

Complaint:
I believe we were subject to discrimination and a bait and switch tactic based off of our race. When we had texted them about my auto loan, initially we had a finance vehicle and we have XXXX XXXX children so we need another vehicle. We sent them our information about our credit scores and our income, etc. and they told us we could have a lease with XXXX down. Hours after going to sit in the office suddenly they wanted a large down payment, after they had already talk to us about getting some thing with XXXX down. After they already had our credit information and spores after they had already went through everything, and they basically backed out and changed their minds and ended up giving us a very high APR, as well as a high down payment. Because we were in the office for so long, and they only switch these tactics towards the end we felt pressured towards getting the vehicle. I fully believe this is because of our race and I know that someone with a similar background who had the credit history, the income, the work, history, and the preferred color of skin wouldve gotten a different rate. I would like you to look over this information and check because although we have been With Honda Financial and we have XXXX XXXX XXXX XXXX, it still does not sit right with me that they told us we could have a XXXX down payment vehicle and based on our credit history and reporting that shouldve been fine but once we actually got into the office after about XXXX hours or so they suddenly switched it on us. We used the XXXX XXXX program and we let them know we were using the XXXXXXXX XXXX program, but I am still not sure to this day that they actually honor the information because they never even showed us the XXXX auto price. Honda Financial also take steps to make sure people can not view their contract details online. I believe this is because they dont want people to have access to the information and really know how they are being charged. We went through a very hard time and we were communicating frequently with the leasing department and we were told that if we became current on our payments, they would not put any late remarks on our account. My son has been hit by a car, and we felt like it was very important to communicate at all times. We were told if we made these payments and got caught up they would remove any late remarks her account, and we would be fine. Not only this, but for our lease we have Honda Care, and a Honda Care has not been covering the things they say it will including the trip interruption. We filed a case and we submitted all the documentation and never heard back and this is unacceptable. In addition, every time theyre supposed to give us a loaner vehicle so that repairs can be made. There is no loaner vehicle available. an entire car dealership lot. There is no loaner vehicle available when they stop and say oh, but you can rent a car from us though. And we have Honda Care on our plan with a service agreement. This is clear discrimination.

Company response to consumer: Closed with explanation