Consumer complaint received 2025-07-10 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: ALLY FINANCIAL INC.
State: PA

Complaint narrative:
I am filing this complaint against Ally Financial due to their complete failure to respond to a formal loan dispute regarding a vehicle that is unsafe and unrepairable. 

I am financing a XXXX XXXX XXXX XXXX XXXX ( XXXX : XXXX ), purchased from XXXX XXXX in XXXX, PA. Since the very first week of ownership, I have experienced a recurring and dangerous front-end issue, widely referred to as the death wobble. This issue causes violent front-end shaking at highway speeds when hitting bumps or making slight turns, leading to a loss of control and serious safety risks especially with my children in the vehicle. 

I brought the XXXX in for service XXXX separate times. On the very first visit, I explained to the dealership that I had done research and discovered this death wobble is a well-documented, ongoing issue for certain XXXX models and years, with no guaranteed fix. I told the service team that XXXX dealerships often replace the track bar and steering damper as a temporary solution, but many customers report the issue returns and in some cases, causes accidents. I sent them supporting information so they could be fully aware. They looked into it and acknowledged it afterward. However, they did not send the vehicle to a certified XXXX repair location until the fifth visit despite multiple failed attempts to resolve the issue. 

During the XX/XX/XXXX service, a technician test drove the XXXX at over XXXX mph and confirmed the defect. Repairs were attempted : XXXX steering damper replacements, track bar replacement, alignments, and tire balancing. Still, the issue keeps returning within days or weeks. 

I have video evidence of the defect, the technicians report confirming it, XXXX service records, and a direct link to the service text : XXXX XXXX XXXXXXXX. I also have screenshots and text messages from the XXXX XXXX XXXX showing excessive delays some stretching days, weeks, or even months to respond. This does not include the repeated voicemails and phone calls I made trying to get updates. 

Because this vehicle is not safe to drive and I am buried in negative equity, I tried to reach out to Ally Financial to work out payment arrangements while I try to resolve the situation to avoid repossession. Ally refused to work with me in any capacity. I submitted a formal loan dispute letter to Ally in XX/XX/XXXX and again on XX/XX/XXXX. I received no response from the XXXX email. 

I am uploading both emails I sent, the service records, video of the issue, technician notes, and the message history showing how delayed XXXX was in communicating. This issue has not only created extreme stress, but also financial harm. 

I currently owe over {$30000.00} on this vehicle and am stuck in approximately {$20000.00} of negative equity. I can not refinance or trade the vehicle without financial devastation. Voluntary repossession would destroy my credit and still leave me liable for a defective vehicle that can not be fixed. 

I asked Ally Financial to review my loan and respond to my formal dispute about a safety defect in the financed XXXX. I requested buyback support or loan cancellation, as the vehicle is unsafe, unrepairable, and the issue started right after purchase. 

I have also submitted this issue to XXXX corporate and am preparing additional complaints to the XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX ) XXXX Pennsylvania Attorney General, and XXXX XXXX XXXX XXXX 

I am asking the CFPB to hold Ally Financial accountable for ignoring a formal loan dispute tied to a serious safety defect. This is not about late payments it is about a lender enabling ongoing financial and safety harm while refusing to engage with the consumer or take action.

Company response to consumer: Closed with explanation