Consumer complaint received 2026-06-17 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: CREDIT ACCEPTANCE CORPORATION
State: NJ

Complaint narrative:
* * CFPB Complaint * * I am filing this complaint regarding the handling of my vehicle warranty claim, with XXXX XXXX Extended Car Warranty ( AKA XXXX XXXX XXXX ) and the refusal to reopen an existing claim that was never fully resolved. In XX/XX/year>, I brought my vehicle to an authorized repair facility for XXXX specific issues : overheating and a non-functioning air conditioning system. The repair facility diagnosed the vehicle as needing a head gasket replacement, which was approved and paid for under my warranty coverage through XXXX 's XXXX. After waiting several weeks for the repair, I picked up the vehicle and immediately noticed that the air conditioning issue had not been fixed. In addition, the vehicle began jerking during acceleration. I promptly contacted the repair facility and attempted to schedule a follow-up inspection. Due to scheduling delays and availability issues on the repair facility 's end, I was unable to have the vehicle re-evaluated immediately. When the vehicle was eventually inspected, I was informed that the air conditioning failure was related to the evaporator core and that the vehicle also had a failing XXXX transmission. I then contacted XXXX 's XXXX and requested that the original claim be reopened because the vehicle 's original complaint had never been fully resolved. My request was denied solely because the vehicle was slightly over the warranty mileage limit by the time the follow-up diagnosis occurred. I believe this denial is unfair and unreasonable because : XXXX. The air conditioning issue was part of the original complaint that existed before the warranty expired. XXXX. The original repair did not address all of the reported problems. XXXX. I reported the unresolved issues immediately after the vehicle was returned to me. XXXX. Delays in obtaining a follow-up appointment were beyond my control. XXXX. I am not requesting coverage for a new or unrelated issue ; I am requesting review of a continuation of the original claim. Additionally, when I questioned the repair facility regarding why the air conditioning issue was not identified during the original repair, I was told that it was winter and they could not determine whether the air conditioning was functioning properly. I do not believe this constitutes an adequate diagnostic evaluation of a reported complaint. As a travel nurse, reliable transportation is essential to my livelihood. The estimated repair costs now exceed the value of the vehicle, leaving me in a difficult financial position despite reporting these concerns while the warranty coverage was still active. I am requesting that XXXX 's XXXX conduct a good-faith review of the original claim, reconsider its refusal to reopen the matter, and provide an appropriate resolution based on the fact that the unresolved air conditioning issue was part of the original covered repair visit and was reported immediately after the vehicle was returned to me.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation