Consumer complaint received 2025-07-14 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Problem extending the lease
Company: ALLY FINANCIAL INC.
State: MI

Complaint narrative:
In XX/XX/XXXX, I leased a XXXX XXXX through Ally Financial, with my father-in-law as a co-signer. The lease was up XX/XX/XXXX. On XX/XX/XXXX @ XXXX, I contacted Ally ( XXXX ) and requested a lease extension as I was going out of town and intended to buyout the lease when I returned. Unfortunately, I did not write down the name of the agent. The agent said that she had to get approval for the extension from her manager and placed me on a lengthy hold. When she returned, she said that the extension was approved and that I would have to make the payment online just as I did for previous payments. I also added my wife as an approved person to speak with regarding this account. 
On XX/XX/XXXX @ XXXX, I contacted Ally because I had been unable to make a payment using theirwebsite. I spoke with agent XXXX who informed me that there was no record of a lease extension and that the notes from my XX/XX/XXXX call were " incomplete. '' I requested to speak to a supervisor and was transferred to agent XXXX at XXXX. XXXX told me that the notes from XX/XX/XXXX showed that my wife was added as an approved contact but that there was no mention of a lease extension and that the agent I spoke with that day had not included their identifying information. When I requested she listen to the XX/XX/XXXX call she said that she could not but offered to file a complaint on my behalf. She said someone from the escalation team would look into the issue and would contact me within 5 business days. 
While waiting to hear back from Ally, I proceeded with my plans to purchase the vehicle. I was told that I could not obtain a loan from my local credit union because they discovered that the vehicle had a branded title due to a mistake made at the beginning of the lease. I immediately contacted the originating dealer, XXXX XXXX XXXX, and requested that they correct the title. The dealer offered to broker the purchase of the leased vehicle and said that they were in contact with Ally over the course of the next two weeks. 
After requesting and receiving the lease buyout letter from Ally, I received no further communication from them. Then on the morning of XX/XX/XXXX, the vehicle was towed from my driveway. My wife contacted the dealer who said that they had been in contact with Ally and did not know why the vehicle had been taken, She then contacted Ally and was told to call back on Monday and given the redemption center phone number. 
Between XXXX and XX/XX/XXXX, my wife spoke with no less than 12 Ally agents, each offering differing information and opinions. Several of the agents told my wife that nothing had been done regarding our complaint after it was initially filed. She finally reached agent XXXXwho explained that the vehicle was not towed as a " repossession '' because the lease was satisfied and I was not in default. XXXX also said that several calls had been made over the previous weeks to a number that does not belong to myself or my father-in-law, the co-signer. She said that these calls were in regards to collecting the vehicle. I explained that the number called was not listed anywhere on my Ally online account or the leasing paperwork and was told that she did not know where this number had originated. Please note that each time my wife called or was transferred to a new agent she was made to give my phone number to verify the account. XXXXexplained to my wife how to reach the department necessary by contacting the redemption center and waiting instead of following the automated prompts. At XXXX on XX/XX/XXXX, my wife was transferred to agent XXXX  of the escalation team at the redemption center. XXXX  informed her that time was of the essence and that it was unfortunate that noone had followed up on our extension request but that could not be dealt with at this point. She told my wife that our only options to get the vehicle back were to send payment of approx {$35000.00} to Ally or to contact the dealer to have them purchase the vehicle and then for us to get it from them. 
Ally did not care that I was unable to get a loan to purchase the vehicle because, as of the date they took my vehicle, the title was still branded due to a mistake on their or the originating dealer 's part. 
Ally has since sent a request for me to pay {$3500.00} to cover excess mileage, replacement keys, disposition fee, daily extension charge ( though I requested and was approved for a lease extension ) and sales tax. 
I should not be responsible for any of these charges due to the following reasons : 1. Excess mileage : I leased the vehicle with the intention of purchasing it at the end of the lease. Had the title been correct, I would have been able to obtain the loan necessary to do so.

2. Replacement keys : I dropped my vehicle key off to the towing company within the seven business day time frame I was given by the Ally agent as well as the representative of the towing company. Replacement keys were not necessary.

3. Disposition fee : My vehicle should not have been towed from my driveway when a ) I was trying to purchase it despite the title mistake, b ) I had an open complaint that needed to be resolved by Ally, c ) Ally admits that they were calling a number that is not listed on my Ally profile or my leasing paperwork to inform me of the threat of reclaiming my vehicle.

4. Daily extension fee : I requested and was granted a lease extension. When it was obvious a mistake had been made by Ally, I was offered the chance to file a complaint with the promise that someone would contact me to resolve the issue. I was never contacted and was told that the complaint was never investigated.

Ally has already caused an undue hardship for my family with their error filled and shady business practices by taking the vehicle that I drive to work as a public servant. I have been left trying to share one vehicle with my wife who is responsible for driving our two children to appointments, sports practices and, soon, school. I am unable to purchase another vehicle at this time because of the threat of having to pay these exorbitant fees from Ally. 
After having an approved lease extension improperly documented and then a complaint ignored, Ally stole the vehicle from our driveway saying they contacted us at a number that does not belong to either signing party and is not on any of the lease paperwork. I believe this to be an intentionally deceptive practice that will only benefit Ally, as they are now able to sell my vehicle and stand to collect almost {$4000.00} in fees from me. 
Agents are apparently now unable to help me as I no longer have a vehicle account and they are awaiting payment on a " reclaimed '' vehicle. How am I supposed to resolve this issue when Ally wouldn't even bother to help me when I was their customer?

Company response to consumer: Closed with monetary relief