Consumer complaint received 2026-02-25 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: General Motors Financial Company, Inc.
State: TX

Complaint narrative:
Hello GM Financial XXXX Assistance and XXXX XXXX, My name is XXXX XXXX XXXX XXXX. I am writing to provide formal notice of dispute regarding my retail installment contract and to request immediate hardship assistance, including a payment extension or hardship payment arrangement, as well as written guidance on any available options to exit the vehicle and loan due to serious issues connected to the sale history, odometer discrepancy concerns, and significant service-related failures. Account and Vehicle Information : Account Number : XXXX Account Opened : XX/XX/XXXX Vehicle : XXXX XXXX XXXX XXXX XXXX XXXX : XXXX Term : XXXX months Amount Financed : {$45000.00} XXXX : 19.45 % Interest Paid Last Year : {$5400.00} Warranty Provider : XXXX XXXX XXXX XXXX XXXX. Dealership and Manufacturer Involved : XXXX XXXX XXXXXXXX ( XXXX XXXX XXXX ) and XXXX XXXX XXXX XXXX Request XXXX : Immediate Hardship Payment Extension or Arrangement This account has become past due due to ongoing disruption, unexpected expenses, and an inability to reliably use the vehicle despite repeated good-faith efforts to resolve these matters through the dealership, manufacturer, and warranty channels. I respectfully request an immediate payment extension or deferral, or alternatively a hardship payment arrangement for XXXX to XXXX days or the maximum available. I also request waiver of late fees or penalties assessed during the period of major disruption and dispute activity if available. Please confirm in writing the new due date or dates, the amount needed to cure any delinquency after the extension is applied, and how the extension affects interest accrual and credit reporting. Request XXXX : Account Dispute Notation and Escalation for Review Please place a formal dispute notation on this account and confirm this matter is routed to the appropriate review team. The dispute includes serious concerns regarding potential material misrepresentation at the time of sale, odometer and title related inconsistencies, and major mechanical failures causing substantial downtime and cost impact. Odometer Discrepancy and Possible Rollback Concern : I have information consistent with an XXXX possible odometer rollback alert based on inconsistent mileage records, including a title issued on XX/XX/XXXX reflecting XXXX miles, a title again issued on XX/XX/XXXX reflecting XXXX miles, and a vehicle listing on XX/XX/XXXX reflecting XXXX miles. This discrepancy was not disclosed at the time of sale. I am prepared to provide supporting documentation, including XXXX and title records and any available odometer disclosure documents. Concealed Emissions Failure Prior to Resale : The vehicle reportedly failed an emissions test on XX/XX/XXXX prior to resale, and this was not disclosed at the time of purchase. Service Related Failure and Extended Disruption : On XX/XX/XXXX, an oil change was performed at XXXXXXXX XXXX XXXXXXXX and the vehicle became undriveable immediately after. On XX/XX/XXXX, XXXX of XXXX diagnosed worn splines in the rear differential XXXX XXXX shaft with an estimated repair cost of {$13000.00}. The overall matter has involved significant delays and lack of transparency in estimates, with disputed responsibility between service centers. Warranty and Road Hazard Coverage Disputes : Road Hazard Protection was represented as included at purchase and documented in the GM Financial contract, yet coverage was denied or applied inconsistently, resulting in repeated tire related charges, including a refunded amount and an additional later charge for the same issue. XXXX XXXX XXXX coverage was also represented inconsistently, contributing to out of pocket loss and disruption. Because this dispute involves potential odometer-related misrepresentation and documented mechanical failure and disruption, I request that GM Financial notate the account as in dispute, issue a case number, and provide the name and direct contact information of the assigned specialist. Please also advise whether any temporary hold on escalated collections activity is available while documentation is reviewed, or provide the available alternatives. Request XXXX : Written Guidance on Exit Options ( Repurchase or Trade Assist Pathway ) Due to the cumulative issues described above, I no longer want this vehicle and I am seeking a resolution that ends ownership and removes me from this loan. I understand GM Financial is not the manufacturer, but I request written guidance regarding the requirements and process for a dealer or manufacturer repurchase that results in payoff of the GM Financial XXXX, as well as any available trade-assist or structured exit options GM Financial can provide or recognize. If an exit results in a payoff shortfall, please provide written options for deficiency mitigation, if applicable, that avoids unnecessary repossession and additional harm. Documents Available : Upon your instruction regarding the preferred submission method, I can provide purchase and contract documents, contract add-ons including Road Hazard Protection documentation, repair orders and invoices, tow records , communications, a detailed timeline and complaint summary, XXXX and title history documentation, and photos of the current odometer and vehicle identifiers. Requested Response : Please reply in writing with confirmation of the hardship extension or arrangement and its terms, confirmation that the account is notated as disputed, a case number and assigned specialist contact information, instructions for submitting documentation, and a written description of the exit options and payoff or title release process if a repurchase is approved by the dealer or manufacturer. Thank you for your prompt attention.

Company response to consumer: Closed with explanation