Consumer complaint received 2025-06-24 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Getting a loan or lease — Confusing or misleading advertising or marketing
Company: VW Credit
State: DC

Complaint narrative:
Friday, XX/XX/XXXXXXXX  -- My husband and I went to XXXX XXXX to look at XXXX XXXX. I wanted to find out what I could get if I traded my XXXX XXXX for a newer model with updated safety features. The trade in offer from XXXX ( {$14000.00} ) for my XXXX XXXX was satisfactory. I planned to write a check for the balance. 

I explained to XXXX, the salesman I wanted to buy a certified used XXXX XXXX w/low miles and the same features I have on my XXXX XXXX. I test drove XXXX XXXX XXXX. The supervisor gave me offers on the XXXX XXXX XXXX and I decided on XXXX I liked but my husband suggested we think about it overnight. 

Saturday, XX/XX/XXXXXXXX  -- I returned to the dealership the next day ( alone w/o my husband to take a second look at the car I liked. I was told by XXXX the particular car I saw the day before had been sold but he had others to show me. ... I test drove a couple of cars and sat waiting for XXXX to return between customers. I was at the dealership until closing. 

It happened so fast All very confusing XXXX disappeared for a while I assumed helping another customer. I hadnt realize I was the only customer in the showroom until I tried to go outside for fresh air -- the door was locked. XXXX was closed and waiting for me to leave. XXXX returned. He said they called XXXX  to get a credit report but could not get one because access to my account was locked. I asked why do they need a credit report I was paying with a check ( he knew that ). He said they had to get a credit report to sell me the car. He said XXXX  sent me an email and I needed to respond. I told him I only receive email on my computer at home. I can call my husband to open my email and respond to XXXX. 

XXXX then took me upstairs to the finance office. I sat down and the financial person sitting behind a glass window very hurriedly slid sheet after sheet under the glass across the desk to me and told me to initial or sign. HE DID NOT EXPLAIN OR GIVE ME A CHANCE TO READ any of the sheets he slid in front of me. When it was over I was given a piece of paper that requires a magnifier glass to read with COPY stamped across the text. 

When the signing was complete... I drove home in a XXXX XXXX XXXX ( not XXXX of the cars that I tested ). I thought I had purchased the car for {$16000.00} ( a good deal so I thought ). My husband said you paid {$30000.00} they have your XXXX XXXX ( {$14000.00} trade in ). He scanned thru the document and he was furious. 

Monday, XX/XX/XXXX XXXX was closed Sunday. We returned the blue car Monday, XX/XX/XXXXXXXX  I told XXXX I wanted to look at other cars because that car was too fast and too sporty for me. I nearly had 2 accidents driving home because my foot kept slipping off the pedal. ( I didnt know the gas and brake pedals were stainless steel ). XXXX showed me other cars including a XXXX XXXX XXXX with XXXX miles VIN XXXX with the same options as my XXXX XXXX. It was what exactly what I asked for when we went to XXXX Friday XX/XX/XXXX. 

The supervisor wrote up an offer of {$39000.00} but did not include the {$16000.00} deduction for the check I paid the day before. I assumed it was inadvertently omitted. When we returned home I noticed the sheet XXXX gave me had the car listed for {$39000.00}. I decided to look at the car on XXXX website to make certain the options I needed were on the car. I found the same XXXX with identical VIN number listed on the XXXX website for {$37000.00}. I called XXXX and said it was only fair that I pay the lower price. He talked to his supervisor and he agreed I could buy the car at the lower price. 

XX/XX/XXXX, XXXX strange behavior Lost then Found I received a call from XXXX XXXX the XXXX XXXX XXXX was ready for me to pickup -- they only had to clean it. We arrived to pick-up the car. XXXX said they were still cleaning it. After waiting for quite a while XXXX said the car was missing. He could not find the car. I said how could a car just disappear. I told him find it we would wait. My husband was getting irritable and upset and said he needed to eat. He went to buy food for the three of us and returned. Still no car. XXXX said I should look at other cars. I said no I want this particular carwe will wait until they find it. SUDDENLY just minutes after that statement they found the car. I could not figure out what was going on. It was as if they were playing with us.When the supervisor gave me the revised offer at {$37000.00} for the XXXX XXXX I noticed only {$14000.00} trade in was deducted and the {$16000.00} I paid for the blue car was still not deducted from the total. I told the supervisor he did not deduct the {$16000.00} check. It was at this time the supervisor said he didnt know anything about {$16000.00}. XXXX explained. Then the supervisor told us we couldnt buy a XXXX we HAD To BUY a XXXX XXXX AS A SWAP FOR THE XXXX XXXXXXXX XXXX. Then he told XXXX to find a XXXX XXXX with the same options. 

XX/XX/XXXXXXXX  -- XXXX called and said the car was there. We went to XXXX all set all set to BUY -- THEN We were told by 3 men in unison " we couldn't BUY the car because the financial officer has already prepared the lease paper work ''. By this time my husband was just as confused as I was. He didnt say anything just put his head in his hands as the finance person slid each sheet across the table....

Company response to consumer: Closed with explanation