Consumer complaint received 2023-02-25
Company: CAPITAL ONE FINANCIAL CORPORATION
State: DC
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:
XXXX misrepresented a key feature of the car. That feature is now available via a software update ; which they have issued in XXXX, however they told me they have no plans to offer it in the USA. The feature is called battery preconditioning. This feature heats or cools the battery to the perfect temperature, and is necessary to get the fastest charging speed when charging the car. XXXX has a feature in the car called Winter Mode that says it will heat the battery for charging. The problem is that it does not heat it enough to improve charging speeds. It does not work as advertised. There is also very little information from XXXX in the owner 's manual or online as to what Winter Mode actually does. I, along with other owners, understood that Winter Mode was battery preconditioning. It is not. What I do know is that it does not heat it enough. XXXX knows this, made a software fix, and chose to only release it in one area of the world. XXXX advertises being able to charge the vehicle from 10 % to 80 % in 18 minutes. Without preconditioning, this takes over an hour on a cold day and is nowhere close to meeting their advertised claim. I want them to operate a business in good faith, and I want them to back their product. I simply want XXXX to do two things. I want them to release the battery preconditioning software update in the USA. I also want them to push future software updates as they become available ; otherwise they disenfranchise owners of these, and similar vehicles, that depend on updates to maintain proper operation of the vehicle. 

In addition, I had made a deal with XXXX XXXX XXXX XXXX for a specific purchase price in from of the finance person who completed my paperwork, but even though I instructed her that I didn't want any add on packages she added them all on to my loan and when having me sign she told me that they had been removed. When I got home and looked at my paperwork I was XXXX and I went back the next day and complained to XXXX XXXX the General Manager of XXXX XXXX XXXX XXXX XXXX, XXXX, VA XXXX. I went through with the finance manager and corrected the paperwork after having to make a big deal and demanding that it be corrected and reissued with the correct price and loan amount. This was a horrible experience. I also had negotiated getting all the plastic mats added in the purchase price and the. XXXX XXXX and others told me that they would only give me the mats if I left a possible review on their XXXX reviews, which I did to get the mats, but the review was not an accurate reflection of my experience given the finance individual telling me she had removed all the add on packages increasing the purchase price by over {$5000.00}. I felt like I was being blackmailed into writing a review to get mats that were negotiated as part of the purchase deal. He claimed after the fact that they were never part of the deal. They also against XXXX XXXX 's direction via a public memo increased my purchase price before all this by {$10000.00}. I was shocked and appalled and told them that XXXX had said they could not add to the MSRP price and were supposed to sell the XXXX at msrp not add additional profit for themselves to the card. They wouldn't budge on this so I paid over MSRP for the car. I feel like I was misled in at least 3 ways with the price, negotiation, add-on for the loan.

Company response to consumer: Closed with explanation