Consumer complaint received 2026-03-06 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Damage caused or loss of personal items in vehicle during the actual repossession
Company: ALLY FINANCIAL INC.
State: VA

Complaint narrative:
My vehicle was repossessed on XX/XX/year> by a repossession company acting on behalf of Ally Financial. The vehicle was in good working condition prior to repossession. It was a verified used vehicle purchased with approximately 5,000 miles and had never been involved in any accidents or major mechanical issues. Time-stamped photographs taken the night of the repossession show the vehicles exact location and condition immediately before it was taken. The vehicle was parked on a narrow roadside area on a sloping hill with no street lighting and uneven ground, creating limited visibility and difficult towing conditions. The repossession occurred at approximately XXXX XXXX. Based on the condition of the vehicle when it was returned, it appears the vehicle may have been improperly towed or dragged during the recovery process. After the vehicle was recovered, it had significant damage that was not present before repossession. This included underbody damage, fuel system damage requiring replacement of the fuel tank, an oil leak, suspension and alignment issues, and climate system malfunction where the heating system no longer works. A repair estimate obtained for the damages ranges between approximately {$9000.00} and {$19000.00} including labor, parts, and related repair costs. Additionally, a valuable personal item that was inside the vehicle prior to repossession was missing when the vehicle was recovered. The item was a XXXX XXXX XXXX valued at approximately {$6000.00} {$7000.00}. Inventory of personal belongings was provided at the time of repossession or vehicle release, but when I got there I was told all of my things were bagged but they were laying out in my car in the process of being bagged I had certain things in garbage bags others still in my trunk, I had everything other then my XXXX XXXX When I redeemed the vehicle, I informed the manager that I did not want to sign documents because the vehicle had been returned to me in a damaged condition. Two witnesses were present when the manager instructed a tow operator to place zip ties under the vehicle to temporarily hold damaged components in place so the vehicle could be driven away. After leaving the lot, the vehicle immediately began dragging on the ground due to damage to the underbody protection shield, forcing me to return to the lot to report the issue. Since that time, I have attempted to seek assistance regarding the vehicle damage and missing personal property, but I have been told to address the matter only with Ally Financial. Months later, the issues remain unresolved, and the vehicle continues to have mechanical and structural problems including fuel system damage, oil leakage, alignment issues, brake concerns, and body damage. For several months I have made repeated attempts to resolve this matter directly with Ally Financial and the repossession company. I have sent multiple emails and made numerous calls requesting updates and assistance regarding the damage to my vehicle and the missing personal property. I have repeatedly been told that someone would contact me, but I have not received any follow-up calls or written responses. Based on my records, I have not received the callbacks that were promised, and many of my emails have gone unanswered. As a result, I feel that my concerns have not been taken seriously and that I have been misled regarding the status of the investigation. After months of trying to resolve this directly, I have been left with no clear answers or assistance. I am requesting that Ally Financial conduct a full investigation into the repossession company acting on its behalf, review the damage caused to the vehicle and the loss of personal property while the vehicle was under the custody and control of its agent, and provide an appropriate resolution. Ive inserted videos/photo of the condition of the car prior to repo as well as after.

Company response to consumer: Closed with explanation