Consumer complaint received 2023-11-16
Company: Arivo Acceptance, LLC
State: AZ
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Problem with additional add-on products or services purchased with the loan

Complaint:
On XXXX XXXX, my son XXXX XXXX and my mother XXXX XXXX went into XXXX XXXX XXXX. My son XXXX XXXX was looking to purchase a new vehicle for himself. XXXX called while I was work at XXXX XXXX stating he did not get approve to purchase a car. Sale person, XXXX from XXXX got on the phone and asked me to submitted my information to see if I will get approve. I told XXXX over the phone I just purchased a new car XXXX weeks ago. He said lets see if it will go through. I passed the information on over the phone. XXXX called me and XXXX got on the phone and said I got approved for the car that XXXX wanted. On XXXX XXXX, XXXX from XXXX XXXX XXXX came to my house between XXXX to XXXX to have me signed the sale of contract. I asked XXXX about getting gap insurance. XXXX applied to me that he will look into it. He wrote on the original contract that he needs to get the ac check due to air not blowing out right and he wrote gap insurance on the contract and circle it. On XX/XX/XXXX, XXXX and I spoke servals time he wanting to get the vehicle to my house while I was working at XXXX XXXX. When arriving home on XX/XX/XXXX I noticed XXXX did not leave me a copy of my contract. I decided to give him time to get back with me. Since time has passed by and I did not hear back from XXXX the sale person I started to make phone calls. On XXXX XXXX @ XXXX I call XXXX XXXX phone XXXX to check on my requests. He did not answer his phone nor called me back. I called his cell phone XXXX again on XX/XX/XXXX @ XXXX and again he did not answer nor called me back. On XXXX XXXX I called the store number XXXX @ XXXX to tried to reach XXXX XXXX my requested. Once again unsuccessful. At this point I am fully frustrated because no one will call me back. I called again on XX/XX/XXXX @ XXXX, XX/XX/XXXX @ XXXX, XX/XX/XXXX @ XXXX and XX/XX/XXXX @ XXXX, but still unsuccessful to get someone to called me back. On XX/XX/XXXX my son was driving the car I purchased from XXXX XXXX XXXX. The coolant light came on and off. He took the car to XXXX XXXX to get coolant. The sale person at XXXX XXXX looked at his coolant and said there is some gooey stuff in your coolant. He told my son his coolant will need to be flush. On XX/XX/XXXX, my son took his car to XXXX XXXX XXXX service department to get coolant flush. Per my son, XXXX XXXX, XXXX whom worked at the XXXX department told my son that he is over the mileage for warranty and HE HAS A BLOWN HEAD GASKET. XXXX, also told my son that his engine could have blown up on him. XXXX used this car to take his little brothers to and from school. XXXX XXXX XXXX had put my family and myself in a life danger situation. Note we only had the car from XX/XX/XXXX to XX/XX/XXXX. I could tell my son ; XXXX XXXX was upset so I had to leave work early to picked my son and his girlfriend from XXXX service department. I made a trip to speak to the store XXXX at XXXX XXXX XXXX face to face. When I got to XXXX XXXX XXXX on XXXX XXXX. I was direct to XXXX whom is the store XXXX. He put me, my son and his girlfriend into a room to discuss the car. I told XXXX what the service department said about the car, I dont have copy of my signed contact and what is going on with gap insurances. XXXX said let me looked into it. When XXXX came back, he printed me a copy of the contract but it was XXXX pages only. He said the financial company wanted me to put XXXX dollars down but since I did not have XXXX dollars, they wavier the gap insurance. NOTE, XXXX and I never had a conversation of putting money down nor waving gap insurance. XXXX came to my home he delivered me false information about gap insurance to have me signed the sale of contract. I asked XXXX to see the original contract and he said he did not have it. He said my son had XXXX miles on the car and the warranty stated XXXX miles or 3 months. I told XXXX we only had the car for 41 days so that is less than 3 months and how can a head gasket blow out on 41 days purchased. I told XXXX the car never gave any warning signs ; the engine light did not come on nor any of the dashboard warning lights came on. The car never showed any signs of overheating, no smoking etc. Note : How can we take a car in during our warranty period time if the car dashboard shows no warning. If a car dashboard does not work then you sold me a defective, malfunction car. XXXX said he will help us out about the head gasket. He will have the service department order parts to get it fixed. He said service department will keep in touch with me. I left XXXX on XX/XX/XXXX. I made several calls to XXXX service department to check on the car. They kept moving the date from when they will have the car fixed. As of XX/XX/XXXX, I called the service department to see if car is fixed and XXXX from the service department sated, he left me a message on my phone on XX/XX/XXXX. Note : I checked my message no message from him. He said I have bad news the car keeps overheating and XXXX said they did all they can do. Note : service department had the car from XX/XX/XXXX to XXXX XXXX, almost a month to work on it. I told XXXX I am not picking up a defective car and I am going to file a complaint in with the Attorney General. As you can clearly see I am single female thats a victim of XXXX XXXX. XXXX fail to do a full inspection on the vehicle I purchased. On an implied warranty the vehicle is supposed to perform for a while. It is my right to expect the vehicle to fulfilled its purpose. 

Conclusion : XXXX XXXX XXXX sold me a car thats impossible to live up to its performance. XXXX from XXXX mislead me to believing he was going to look into gap insurance while I was signing the sales of contract at my house. 
I have enclosed witness names and phone number whom rode or drove the car ; also, I have enclosed proof of me my call list showing proof of me calling premier auto center trying to get in touch of someone. If you need further information, please call me, XXXX XXXX at XXXX. 

I have proof of phone log, witness and etc. I will forward it if necessary.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation