Consumer complaint received 2025-03-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — High-pressure sales tactics
Company: ALLY FINANCIAL INC.
State: FL

Complaint narrative:
I purchased a XXXX XXXX XXXX XXXX. When text driving the car I noticed that the car made a whining noise when turning the car on, sitting idol, and driving up to 25 miles per hours. The sales man told me that this was because the car is an older car. I have since then had issues with the car where its misfiring and has codes affecting the engine and the transmission, which makes the car undrivable. I contacted the sales man on Sunday XXXX XXXX to advise XXXX of the issues. He then told me that he would be at the dealership early Monday morning to get this handled and would call me. Monday morning came and no call. I called and texted no response. My husband then called and advised the salesman that they would need to have the car towed up there to fix the car. The sales man told my husband that we would have to do so. My husband then advised that the tow would need to be reimbursed. The sales man told my husband that it was above his pay grade about the reimbursement. We ended up having the car towed and paid {$75.00}. The car got there around XXXX. When we got there we spoke with the sales man and advised that the car is there. The sales man told us that the service department was about to close and wont be able to look at it until the next day ( Tuesday XXXX XXXX ). The salesman asked if we just wanted to swap it out for something else. My husband and I both said yes. We test drove an older XXXX. When we got back to the dealership, the sales man started putting the paper work together. Next road block, rather than finance or the dealership swapping the car due to the lemon laws. The dealer shop had reran my husband and I credit with out our permission and then was trying to use this XXXX XXXX as a trade!! Placing the negative equity on top of the XXXX! I ask why are they doing this and it makes no sense! Why did they pull my credit and why would i pay negative equity for something that was a lemon and broke down on my with in a week and a half! If anything the {$850.00} down payment should have been moved from the XXXX to the XXXX and the vin and demographics of the XXXX should have been sent to Ally ( the lienholder ). This shouldnt be this difficult. 
The finance manger then advised that they would try to fix the XXXX XXXX. I asked the finance manager, how did this car pass inspection making the loud whining noise. My husband and I was then told by the finance manager that its a good chance that the person who completed the inspection just bs it. I now do not feel comfortable continuing with this car knowing this! 

We asked about a loaner and at first they were not willing to provide us a loaner. After 30 minutes or so a loaner was provided as well as the finance manger saying that they would have paid for the tow. 
The sales man apologized several times saying that hes not sure why this is happening and that the car should have been swapped. Nevertheless, we called back to the dealer the next day ( Wednesday XXXX XXXX ). Left messages for a service advisor by the name of XXXX. Called several times to gather an update, didnt receive an answer. I then received a call later towards the evening with an update. XXXX advised that the car will have to be towed to a XXXX shop to diagnose the issue and that we would get a call the next day ( Thursday XXXX XXXX ). My husband and I have been doing this frustrating exhausting calling for over a week. Everytime the service advisor XXXX says that he will call us back at a certain time for an update, that never happens. We call and his phone goes straight to voicemail. We even wait almost 45 minutes after the time XXXX says he is going to call us.. in hopes that he will call. Moving Monday XX/XX/XXXX we were told that the XXXX has a bad harness wire and is the cause of one the issues and the part was ordered. XXXX said he would call us back Wednesday XXXX XXXX at XXXX XXXX. Today we have not received a call and again when trying to call we have been unsuccessful when speaking to XXXX. I called today at XXXX XXXX and specifically asked to speak with a service manager and was transferred to an XXXX voicemail. I called back at XXXX XXXX where i was transferred to a sales manager. I explained to him about the frustration and terrible communication. The sales manager gave excuses and no resolution. This sales manager told me that I can go pick up the XXXX from the XXXX shop my self since they have no available drivers to get the car. I told the sales person thats not something i can not do because there is still issues with the car with the whining noise when driving that was pointed out before making the purchase, this is not the correct protocol. The sales man tells me that I am even lucky that they fixed the used car even with the lemon laws they didnt have to fix it. I am furious! I am paying on a car that i feel like is not dependable and have not been able to enjoy it. This has been the worst dealership that myself and my husband has ever dealt with! No one is on the same page and they are now fixing the bare minimum of the issue with the XXXX XXXX. Ive given the dealership chance after chance to make it right but now the trust is lost and the right thing needs to now be done!

Company response to consumer: Closed with explanation