Consumer complaint received 2024-07-27 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: American Credit Acceptance, LLC
State: AZ

Complaint narrative:
My name is XXXX XXXX. I am contacting you as per the advice of my attorney to inform you that on XX/XX/XXXX salesman XXXX XXXX sold a vehicle to me at XXXX XXXX in XXXX, XXXX namely a white XXXX XXXX XXXX 

Shortly after my purchase I was unable to drive the XXXX off the lot since I had to leave to pick up my father at work. XXXX said he would be sure to have the car ready for me when I return. I was not able to drive out that night but I picked up the vehicle the very next evening after giving XXXX plenty of notice before my arrival. When I arrived at the dealership I asked for XXXX and they went to inform him I was asking for him but he did not show, instead he sent another individual to hand me my keys. I then left without seeing or speaking to XXXX, although I still sent a thank you by text as a courtesy and went on my happy way thinking I did well on my purchase. 

XXXX was suppose to prep the car, send me a copy of my vehicle purchase contract, a copy of the loan terms and a copy of my warranty coverage. To this day I have not one of these 3 very important documents. Even after speaking to the XXXX XXXX XXXX department to e-sign the papers, I asked the desk lady to remind XXXX to send my documents over to me and still got nothing in return. The most astonishing fact about this slimy situation is the fact that I was charged {$3500.00} for an extended warranty and told it was the highest level of extended warranty coverage. It would actually be true IF I was placed under the correct packaged plan, but I wasnt. I am under XXXX silver plan, which looks to me on their website to be the basic standard warranty without any added benefits or advantages to the exuberant cost slapped on top of my loan amount. 

I financed an extra {$3500.00} on my car loan for a silver plan warranty which is NOT the most covered of all the warranty plans. This is a failure to uphold what was offered to me at the specified price for the vehicle. We verbalized our agreement, he was to send this agreement in writing, which he never did. To this day. 

On XX/XX/XXXX I suddenly had a family emergency which compelled me to travel to Texas rather suddenly. I assumed all the hype about the XXXX point inspection of my certified pre-owned vehicle was a solid buy. Surely I would make it to Texas without any problems! XXXX hour into our trip to TX I noticed many red flags. One was there was no windshield wiper fluid, then I realized that the heat didnt workthen around XXXX miles in, my dashboard is telling me I need an oil change! So I get out to put in the wiper fluid and open under the hood, I noticed that there was NO antifreeze in it, it was dry as a XXXX. So thats when I knew this vehicle was NOT prepped or properly inspected because all my fluids were gone and my dash was calling for an oil change XXXX miles before its due. 

When it came time to go back to XXXX, on XX/XX/XXXX I was hoping for the best knowing I have bought the extended warranty in case anything goes wrong. 

As expected, the car became too dangerous to drive and the rain didnt help at all. Mine and my familys safety was unknowingly at risk due to this neglect by XXXX XXXX. So I have the car towed since it was dangerously malfunctioning to continue driving on the highway. The car was difficult to steer straight, it would lurch and jolt upon acceleration and eventually the check engine light came on, flash or turn off sporadically. The interior lights would flicker the radio display lights would blackout etc it was like the XXXX car was possessed. 

Towed it to an auto repair shop called XXXX XXXX in XXXX TX and they diagnosed the XXXX. Upon receiving the report of diagnosis I was absolutely astounded and how many major issues this XXXX had. See the attached PDF is a copy for your records. 

Since XXXX is refusing to cover the cost of these repairs with the extended warranty coverage as agreed, the entire purchase of this car is a breach of our purchase agreement because I was sold an invalid warranty and experienced a complete mechanical breakdown of the XXXX in less than 30 days after purchase. 

XXXX will not cover the cost of repairs because XXXX has documented proof that the same issues were reported by XXXX XXXX to XXXX before I purchased it. No service repairs were actually completed before handing me off the keys to fly down a highway with only 3 working cylinders, which likely could have killed me and others. 

In short, the XXXX was sold to me having an unrepaired pre-existing condition that your dealership had full knowledge of and failed to not only repair the issues but failed to disclose to me this very crucial information. I am utterly appalled that these neglectful business ethics are allowed to be conducted at this dealership without any concern for the safety and well being of its customers. 

I trust you will do the right thing and cover the cost of these repairs so I can return to XXXX As of now, my son will miss an entire week of school due to this delay in traveling back home. We have literally been stranded in XXXX TX and have limited funds to unnecessarily spend on a XXXX hotel while we wait to hear back from XXXX. 

_____________________ This is the email sent to XXXX XXXX after discovering the all the issues with this vehicle. After XXXX made it very clear they would not cover this particular breakdown or the cost to fix it, I was essentially sold an invalid warranty which I do not believe I should continue to have to pay for. I would like an adjustment to my loan and a recalculation of the terms of my loan having the {$3500.00} warranty removed from the amount of my loan. I have tried attempted to make calls with the service manager and my sales rep with no response from either. I will escalate this matter further with a lawsuit if this is not resolved using this avenue of remedy. I must make clear documentation of my attempts to resolve this problem amicably but I am getting no cooperation from the dealership.

Company response to consumer: Closed with explanation