Consumer complaint received 2022-09-12
Company: FORD MOTOR CREDIT CO.
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
On XXXX ( XXXX XXXX XXXX ), my boyfriend and I were involved in an accident, he drove because I didn't have my glasses with me, and we wanted to celebrate XXXX XXXX XXXX with the kids. A child got in front of the car and to avoid hitting the child my boyfriend hit a pole. We immediately called XXXX insurance and was told by the towing company that XXXX is closed on the weekends, and no one can't help me. The XXXX company refused to pick up my car until the insurance open the claim, I explained to them that I needed to get the car to a shop I was unable to leave the car at XXXX over night, they finally agreed to take it. I am not sure how XXXX insurance can be close when an emergency happens. On Monday XX/XX/2022 I called the claims department and spoke with XXXX XXXX # XXXX, I explained the accident to him, and not once did he ask if I was ok, he asked who was driving I said my boyfriend 's name and he immediately said " your claim is denied '' you will get a letter in the mail and hang up on me. I called him back, as the towing company was refusing to release my car, they will only release the car to XXXX insurance and not me. XXXX answered and said, " the towing is your responsibility we are not paying for that, your claim is denied ''. I asked for his supervisor, he said why do you want to talk to him your claim is denied and there is nothing that you can do about it, you have an excluded driver, and we will not be paying the claim and hang up on me again. My boyfriend 's mom called XXXX XXXX, as we needed to get the car moved because the towing company was charging storage and he finally release the name of his supervisor XXXX XXXX but will not send the release to the towing company. We called XXXX, and he explained why the claim was denied. We asked if the XXXX holder ( Ford Credit ) can file a claim on my behalf and he said " yes '', to have XXXX call him and they will proceed with a lien holders claim. XXXX sent the release to the towing company, and we were able to move the car to a body shop. The name of the shop is : XXXX Auto Body XXXX XXXX XXXX XXXX XXXX CA XXXX # XXXX. I called XXXX several times to advised them of the accident and that I needed their help to file a claim for me. After the 5th time I finally spoke with XXXX, I gave her all the information for the shop and the insurance, she told me she will call. I received a call from the shop, and they said no one had called them. I called Ford again and they said that they called the shop and the insurance, and no one answered. I have been calling Ford for over a month now and no one will answer, would like to know if they can file the lien holders claim and I can get my car fix, as XXXX insurance promised to honor the lien holders claim. My account is current, and I have never been late I just want to be able to use my car again. The shop might file for a lien sale if the insurance doesn't call them. The repairs are {$9300.00}. I want to continue making my payments and keep my car, I don't want this issue to affect my credit. I already filed a complaint with the Department of XXXX  and with the XXXX  against XXXX XXXX.

Company response to consumer: Closed with explanation