Consumer complaint received 2025-11-16 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Changes in terms mid-deal or after closing
Company: WELLS FARGO & COMPANY
State: MD

Complaint narrative:
XX/XX/XXXX XXXX appt with XXXX XXXX Test drove XXXX XXXX XXXX  ( new ) and XXXX XXXXXXXX XXXX XXXXs ( certified pre-owned/dealer ) Engine light on in new XXXX. 
o XXXX : it s a new car ; just need to drive them a bit and then it will go off. 
I decided I wanted a new XXXX XXXXXXXX XXXX XXXX in XXXX. XXXX pulled around a new XXXX XXXX XXXX XXXX and parked it on the side of the building just outside the doors by his desk. I walked around outside of vehicle; looked in backseat, cargo area. I sat inside vehicle and turned it on. 
o XXXX pointed out and I verified mileage was XXXX. 
o XXXX light was on. XXXX said again oh that will go off after it has more miles on it. 
o I declined test drive as it only had XXXX miles and I had test driven that model/trim. 
Confirmed I would like this vehicle and lets figure out terms. 
Gave keys to my XXXX XXXX to XXXX so they could determine trade in value Sat at XXXX desk - XXXX presented a contract for the car I inspected. 
I signed purchase agreement for the car that XXXX had pulled around and was still sitting right outside the door. 
o I did not receive a copy of that document while at the dealership. 
o I had to ask twice for a copy and finally received it on XX/XX/XXXX. The copy I received has the XXXX and inventory ID crossed out. A different inventory ID is handwritten. The document I signed did not have those XXXX data points crossed out. I was not asked to initial next to the handwritten changes as confirmation that I knew and agreed to the switch. 
I sat at XXXX desk and used his computer to apply online for financing. On the application in the vehicle purchased section, I asked XXXX for the vehicle information so I could input it. He said it wasnt necessary. I acknowledge this section is optional. However with everything that has happened since, it does make me wonder. 
As I completed the application, my husband emptied our trade in. XXXX put the license plates on the vehicle I purchased the vehicle sitting right outside the doors by his desk. 
XXXX said he was going to take the vehicle to have it detailed. And that we could sit in the lobby. 
After a bit of time, we went to finance managers office to sign paperwork On odometer disclosure form, mileage was XXXX. We said no, the car had XXXX miles. The finance manager immediately picked up the phone and said to XXXX : they said the car had XXXX miles. I heard him say through the phone nope XXXX. She said okay and hung up. I was in a bit of shock and admittedly was doubting myself. XXXX or XXXX maybe I saw it wrong? 
We signed paperwork. 
o We needed to set a password so we could download all signed documents. 
o Finance manager stated that people forget the password they set up so she just uses XXXX. 
o She confirmed we had signed all paperwork. 
o Reminded us of password as she would send the link to download documents. 
o XXXX of XX/XX/XXXX, I have not received a link to download the documents myself. On XX/XX/XXXX, XXXX provided a pdf of documents. But obviously XXXX hesitant to trust the pdf. 
We waited a couple hours after signing paperwork for the car to be ready. XXXX stopped by once or twice to apologize for the delay. 
o We learned the first week in XXXX, that all XXXX need a software update ; XXXX impact of this is that the check engine light is no longer lit. 
o Once XXXX and XXXX admitted to swapping cars but before they shared with me that they had in fact told me on XX/XX/XXXX that they were swapping cars they gave the reason for the swap as : the swapped car had an open service ticket so it would be quicker delivery for us and they knew we were in a hurry to get home. 
o At no time during the XXXX hours we were at the dealership, did either of them mention the software update needed or the open service ticket. The car was just taking a long time to be detailed as the team was a bit busy. 
o I have requested the service ticket ; on XX/XX/XXXX I received the diagnostic output of the software update but not the service ticket. 
XXXX drove the car from ( the service center? ) to the same spot by the doors leading to his desk. He showed us that there was only a back license plate holder and he put the front license place in the cargo area. He said in the state of XXXX, if there is no front license plate holder, then you are not required to have a front license plate. ( While minor, this is also a blatant falsehood easily verified with the state of XXXX  DMV. ) We drove away and as we accelerated onto the highway, we noticed a rattle/vibration. This is when my husband and I were like I think they switched cars. We arrived home straight shot on XXXX miles or so on the interstate and were in the for the night. The next day, I ran errands in town while my husband worked. Every time I accelerated between XXXX and XXXX miles an hour, the rattle/vibration was present. 
XX/XX/XXXX : received a XXXX  XXXX from XXXX XXXX ; asked to sign and return copy of the XXXX of XXXX to the dealer in the enclosed envelope. No enveloped enclosed ; to date I have not returned that document. Also included the original XXXX of XXXX for title/registration purposes. 
Below are summaries of the email exchanges between myself and XXXX or XXXX. Ive attached the complete emails. 
I emailed XXXX about the rattle ; he said we could arrange to bring it in for diagnostics or we could also take it to the dealership in XXXX, XXXX if we would like as his XXXX knew the XXXX there. It could be an honest misunderstanding maybe he didnt realize that XXXX XXXX is further from XXXX XXXX  than XXXX XXXX XXXX XXXX But considering what happened at the dealership, I cant help but wonder if they were hoping not to see us again. 
I replied to XXXX with dates for scheduling diagnostics and also asked him why they swapped cars. I was hoping a direct approach would catch him off guard. No response. 
After XXXX hours, I forwarded my email exchange to XXXX with XXXX in copy asking for a response in XXXX absence. 
XXXX responded with an email that wasnt meant for me didnt address any of my questions. 
I replied to XXXX and reframed my questions why the swap, rattle/vibration remediation XXXX response acknowledged the swap and said the reason was because they knew we were in a hurry and so they switched to a vehicle they could deliver faster. 
I thanked him for confirming the swap. And asked for the documents service ticket, link to the financial docs that I was expecting. I let him know that I would review the documents and get back to him with how we would resolve this. 
XXXX called me about XXXX minutes after I sent that email. The voicemail transcription is shown below. 
XXXX then also followed up with an email apologizing and offered to have the car picked up for servicing at their dealership and XXXX years free maintenance. 
I asked for us both to be returned to our positions prior to ever setting foot in the dealership on XX/XX/XXXX. 
XXXX declined and also then said he spoke with XXXX and XXXX said he told us about the swap of vehicles and we were okay with it. 
My response highlights the inconsistency in their actions to support the story that the swap was disclosed to me. I also had to ask again for documents. 
XXXX continued gaslighting but did send the original purchase agreement with handwritten modification made after I signed. He also sent the diagnostic report for the swapped car but not the service ticket. 
I have several issues with these irregularities : XXXX. Breach of Contract XXXX. Deceptive business practices XXXX. Facilitating a loan for me without disclosing loan and documents were for a different vehicle.

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