Consumer complaint received 2026-03-26 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Problem with additional add-on products or services purchased with the loan
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD

Complaint narrative:
On XX/XX/XXXX, I purchased a XXXX XXXX XXXX XXXX from XXXX XXXX XXXX XXXX, relying on an XXXX that advertised the vehicle for {$18000.00}. I utilized the dealerships instant price reveal tool to confirm a lower price of {$18000.00}, which I clearly communicated to XXXX XXXX XXXX XXXX at the outset of the transaction. I was then introduced to XXXX XXXX XXXX XXXX, who became my primary point of contact. He assured me that he would include an extended warranty at no additional cost. After discussions with the lender, he presented a monthly payment of $ XXXX amount I found unacceptable given the advertised price. He attributed this inflated payment solely to the interest rate. XXXX XXXX XXXX XXXX then hurried me through the signing of documents electronically, stating they would be emailed later via a password-protected link, all without allowing me adequate time to review the terms. Immediately after the purchase, I discovered glaring discrepancies. The Maryland XXXX XXXX XXXX XXXX inaccurately listed the vehicle price at {$19000.00} instead of the confirmed {$18000.00}. Additionally, it included XXXX unauthorized add-onsGap XXXX XXXX Hazard, XXXX Connected XXXX, and Carefree Windshieldtotaling {$4000.00}, along with a {$1300.00} service contract. The Retail Installment Sale Contract with Capital One Auto Finance claimed the vehicle was priced at {$20000.00} and incorporated several of these unjustified add-ons. These conflicting figures and unauthorized charges reflect gross misrepresentation and deceptive practices. On XX/XX/XXXX, I texted XXXX XXXX with proof of the {$18000.00} price and expressed my concerns ; he redirected me to the finance department. My subsequent calls were ignored. On XX/XX/XXXX, I emailed XXXX XXXX and followed up with a phone call on XX/XX/XXXX. XXXX took responsibility only for the Gap XXXX XXXX Hazard add-ons, encouraged me to retain them, and deflected accountability for the other discrepancies onto the sales team. Despite my continued attempts to resolve this matter, including contacting XXXX again on XX/XX/XXXX, I received no responses. On XX/XX/XXXX, I formally requested the immediate removal of unauthorized add-ons and a correction of the pricing, emphasizing the urgency of the situation. XXXX responded on XX/XX/XXXX, acknowledging the issue but claiming he was unavailable until XX/XX/XXXX. In the meantime, I submitted a corrected contract reflecting the agreed price. On XX/XX/XXXX, XXXX promised to follow up on XX/XX/XXXX. On that date, he stated the dealership " cant redo the contract, '' despite recognizing the improper charges. I invoked Maryland consumer protections and clearly authorized a rewrite, which he again refused. When I requested corporate legal contact information, I was told I needed to schedule an appointmentunacceptable. I proceeded to contact Capital One Auto Finance, reporting the inflated pricing, unauthorized add-ons, and misleading terms while submitting all relevant documentation. This resulted in a formal fraud investigation initiated by the lender. On XX/XX/XXXX, XXXX inquired if I wanted to cancel the add-ons or meet with legal counsel ; I declined, insisting on awaiting the lender 's investigation. On XX/XX/XXXX, I received the Maryland XXXX XXXX XXXX despite the ongoing dispute, and have received no updates regarding the registration or plates. On XX/XX/XXXXXXXX XXXX and XXXX reported serious odometer discrepancies : XXXX miles ( XX/XX/XXXX ), XXXX miles ( XX/XX/XXXX ), XXXX miles ( XX/XX/XXXX, sale date ), and XXXX miles on the title issued on XX/XX/XXXX. These inconsistencies are clear evidence of fraudulent misrepresentation in this sale, and I will not be silent about it.

Company response to consumer: Closed with explanation