Consumer complaint received 2021-05-13
Company: ALLY FINANCIAL INC.
State: TX
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 the morning of XX/XX/XXXX I saw a XXXX XXXX XXXX Pick-Up truck online and knew I had to have it. Id been looking for the right vehicle for a while. Well the internet said the vehicle was located at XXXX XXXX. I got to XXXX around XXXX that day. I pulled up and there were two salesmen standing outside having a great conversation. I could tell because whatever they were discussing was hilarious, as I could tell from the jovial exchanges. I proceeded on to the lot to search for the truck. I did not see it so I walked back towards the used car office and neither of the two salesmen outside seemed interested in assisting me so I went inside. Upon entering no one said a thing as everyone was looking at their cell phones as I panned the room. The guy at the desk right as you enter looked up from his phone and didnt say a word. The salesman behind him came over and asked if he could help. I told him about the truck and he tells me he does not know what truck I am talking about. I show him the truck on my phone and he says the truck is not there. He says he will go and get a list to look at what trucks they do have and he will see if he can locate the truck. I find the truck on the lot. 

The salesman comes back and says he found the truck and it is on the lot. I let him know that Id already found it. We look at it and he says he has to go get the keys from service. He comes back and we look over truck and I am satisfied and ready to purchase, without being driven, and pointing out seepage from the rea differential/axle area. 

The salesman and I go into the office and discuss numbers. The salesman brought over documents that reflected a charge of {$790.00} for tint and anti-theft deterrent. When I questioned the charge they could not tell me what the charge covered. I was told it covered tint ( the truck already has dark tinted rear windows and tinted front windows from the manufacturer when the truck came from assembly ), and some anti-theft deterrent ... but no one could explain what it was. 

I advised them that the truck was already tinted and the sales manager asked my salesman and he said he didnt know. How can you be selling me a product when you dont definitively know what is already there to begin with? The salesman went out to check and came back to advise yes it was. When I tried to revisit what the anti-theft deterrent is that was included there was no clear explanation so it was removed, without explanation. 

We went on to haggle over how close they could get to my range of $ XXXX monthly payment. I explained to the sales manager that I want my payment to include the extended warranty. We went back and forth this way where he would disappear into an office and come back with the best they could do. Every time we talked I asked about the extended warranty and if this vehicle would qualify. He kept telling me it should. The last time he came and brought me the numbers I advised him to verify that the vehicle qualified for the warranty and that it would be included in the payment amount of $ XXXX. 

When the sales manager came back he said he spoke with the finance manager and we could get the payments and warranty in the aforementioned range, I shook his hand and agreed to move forward with the purchase. 

The finance manager comes out to get me and takes me to his office. We began discussing the truck. He lets me know that if anything happens to the interior of the truck, like stains tears rips and things of the like ; I have 5 years and they will repair it. My salesman never mentioned this, neither did the sales manager. I thank him for letting me know since no one else informed me. I was also informed that XXXX decided to throw in 4 oil changes with vehicle purchase. I am really impressed with the added values being thrown in by XXXX. 

The finance manager presents me with the numbers and when we discuss him I question him on the extended warranty for the truck because the monthly payment is $ XXXX, not what was discussed with myself and the sales manager. I explain to him what was discussed before I came back to his office with sales. He tells me the other extended warranties did not apply because of the mileage of the truck. I asked him if there were any other numbers that could be adjusted to get me in the range of what was discussed between me and the sales manager. He says no. In good faith and consideration on my end, I sign where he tells me to. I am under the impression I dont have any other option in regards to the extended warranty. I unknowingly signed for a warranty for the repair of my seats for 5 years, listed under the only extended warranty applicable to the truck per the sales manager. 

The sales manager pulls up the contract on his computer screen that is the desk and highlights yellow places for me to sign. In good faith and consideration I entered into this contract, also signing that the contract was given to me and that I was free to take it and review it. I was not given this contract to take and review prior to signing. The sales manager also signed that this happened. 

When I did review the contract I saw additional charges I was not made aware of during the signing of the contract. I was made aware of the following charges : {$1000.00} CILAJET Warranty {$4100.00} XXXX XXXX XXXX XXXX I called the sales manager the next day via his cell, though he was off, he assured me he would take care of it by reducing the cost of the Service warranty by {$1500.00}, the difference between that one and the lesser one ( that I did not qualify for the day I was in the office ). He then went on to say he automatically puts people on the most expensive one so that they wont come back mad if something is not covered. I explained I did not need him to think for me. I have purchased enough vehicles to know what I want. He said he would fix it on Monday by calling me to find out if I wanted to cancel the whole thing or take the discount and keep the higher service contract. Monday came and and went. I called him on Tuesday and he said he thought I was supposed to be call him. From that point on there were no more phone communications. I advised him I only wanted to correspond via email for transparency and a record of communication. 

Be advised I still do not have he truck I purchased on last Thursday and at this point it is the following Tuesday. The salesman did not call me on Monday for an update on the delivery I was promised on Monday by him at the latest. So I called to find out what is going on because I watched the truck being driven over to service while I was there on Thursday. He said they were waiting on parts, I say ok. I called back on Tuesday, he could not tell me what was the issue with the delivery of the truck. He told me they were waiting on parts. I asked what parts? He could not tell me. He continued to brush me off with the same line, parts. 

I drove up to XXXX to find out what parts. The service manager showed me a list of things they were taking care of and were waiting on approval from the parts manager. No one was able to tell me when this approval was coming, if the parts were ordered, where they had to come from, not a thing. 

I asked to take my truck home and that was an issue. They did not want me to leave with it for liability reasons, stating it has not been repaired by service yet, it has to have its inspection. I still wanted to take it and have them call me when the parts come in and I would bring it back. The did not want that. So the offered to put me into a pick up instead of the XXXX I was in. 

My watched my salesman bring me a traded in truck from the same place I found my truck. When he gave me the keys I asked him one question. I asked has this truck been inspected, being that liability is whats important and keeping me from taking my truck, he looks at me and tells me he does not know. 

I refuse that truck and ask for a new truck. I was equipped with a XXXX XXXX XXXX. 

I have since requested three times the contract be nullified to reflect the correct terms. They are stating they cancelled the items. I dont want the items cancelled as it was not disclosed 1. I was purchasing the 5 year interior protection for {$1000.00}, nor were the options for warranty packages presented to me. I was told my vehicle only qualified for one and even then the cost was not disclosed. 

I was told a nullification / revision of the original can not happen. I spoke with a representative at the financial institution and was advised all the dealer had to do is submit the changes. 

I still do not have the truck I purchased, today is Wednesday.

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