Consumer complaint received 2026-07-14 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Deficiency balance after repossession
Company: CREDIT ACCEPTANCE CORPORATION
State: VA

Complaint narrative:
On XX/XX/XXXX of XXXX my husband and I purchased a vehicle from XXXX XXXX XXXX XXXX XXXX  in XXXX XXXX less than 8 months later in XXXX while picking up our son the truck stopped accelerating and would only coast. So we had the vehicle looked at by a local mechanic and else learned at that point the transmission was gone. So I called the dealership and asked for the salesman XXXX XXXX that we purchased the vehicle through, he got on the line and said for us to come up there and that he was going to speak with the owner XXXX to see they can do to help us out. My husband and I get to the dealership and was told that unfortunately it was nothing they could do bc the their warranty had run out but to contact our loan company credit acceptance because we may still have a warranty through them. So I called the loan company and they directed us to XXXX XXXX  which is the warranty company. I call XXXXXXXX XXXX to see if the vehicle XXXX XXXX transmission would be covered. The rep from XXXX informed me that as long as the vehicle was still under warranty meaning that the miles were under XXXX miles and or hasn't met the expiration date which was XX/XX/XXXX. So after checking the miles on the vehicle we confirmed that it in fact was under the miles. So at this time due to us not being able to drive the vehicle we hadn't made anymore payments as of XXXX. So once we found out we could get our truck repaired we contacted the loan company and made a payment of {$850.00} to catch it up and get it out of repossession on XX/XX/XXXX. We contacted XXXX XXXX company to have them pick the truck up and they would do the repairs. XXXX informed us that going through the warranty company takes about 3-4 weeks because they have a process they go through and have to send out an inspector. Fast forward a couple weeks later in XXXX we reached out to the repair company to see what was going on with the process they informed us that the inspector had come out and we're waiting to hear back from them. I then contacted the warranty company myself to get an update and they informed me that they were waiting on XXXX to get back with them with the reason for the transmission going out meaning they needed to know what caused the issue. So I contacted XXXX back and they said that warranty wants them to do a complete tear down of the vehicle so they can have to inspector come back out and see what caused the issue with the transmission in which warranty does not cover. I asked them how much does a tear down cause and was told it was a {$900.00} job. So I called the warranty company back to see if they would cover the tear down and to confirm once that is done would they cover the cost of the transmission repair. I was informed by two different reps two separate stories one rep said that yes they do cover the cost of the tear down and another said they do not cover it, so it was confirmed they the tear down would not be covered by them. So I asked they why is it needed they said to determine what caused the transmission to go bad bc the inspector saw a leak and if it's leaking that means whatever part that was is not covered. So I contacted the repair company back and was informed that in order to move forward with the tear down we need to pay that upfront. The repair company also informed me that it looks like the warranty company is trying to keep from paying for it because they've seen this happen before when asking for a tear down and they were 99 % sure they wouldn't cover it and didn't feel comfortable with doing the tear down. Without knowing for sure the repairs would be paid for. So he we are 8 months out and our vehicle is still inoperable and we spent over XXXX on a vehicle we only drive for 7.5 months and can not afford to pay {$5800.00} to get fixed, when it's still under warranty and they're taking us through the ringer to fix. The vehicle is up for repo again and we are unable to afford to catch it up and pay for repairs. I've told them where the vehicle is so they can go pick it up. I just don't think it's fair to have our credit ruined with a repo and now unable to get another vehicle due to the delinquency of payments on this vehicle. We have tried and have been denied because it's showing this open loan and it's late payments. Up until the transmission went out we were making our payments with no issues. This entire ordeal has been dealing and unfair. I've filed a report with the ftc and XXXX  And now waiting for our attorney general to get back with us for steps to take on the dealership that sold us their vehicle. The claim number from the warranty company is XXXX. This is all they would provide me. We have also attempted to get other financial halo with financing to get repairs done but have been denied due to the payment history of the vehicle. This whole thing has just caused us more headaches and problems. I've called the loan company and informed them of the issues I was having and they are unable to do anything but take a payment to get it out of repo or repo the vehicle. But nothing to help fix it besides going through warranty. 

XXXX XXXX XXXXXXXX XXXX XXXX  ( XXXX ) XXXX

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