Consumer complaint received 2024-11-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Problem with additional add-on products or services purchased with the loan
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
I purchased a vehicle at a dealership, XXXX XXXX XXXX XXXX also known as XXXX certified on XX/XX/XXXX at XXXX miles, Within XXXX of purchase, XXXX XXXX XXXX at XXXX miles the check engine light went on, their team was notified immediately. My husband and I took the car to XXXX to get it checked and using a diagnostic scanner they gave me a diagnostic trouble code ( DTC ) : XXXX. This code indicates that the vehicle 's air to fuel ratio is too lean. Since our initial complaint, the car has stopped on the road with us while driving, at least XXXX times, had trouble starting multiple times, and had the check engine light back on within XXXX hrs of your team fixing the problem, each time. I have been in contact with your managers and employees including your now former employee that was our sales person. They had multiple repair attempts by themselves and sent the car to a mechanic on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. All of their repair attempts have been on unsuccessful. Ive requested the invoices for the work they said they did while the car was at the mechanic and both the mechanic and the dealership has been given my husband and I the runarounds. Mechanic claims he does not have a copy the dealer has it, the dealer said they gave it to us, by the last thing we were told was the guy who had it was on vacation. 

On the day of purchase my husband and I originally came in for a different car, which was a gray XXXX XXXX. They convinced us to get the XXXX XXXX when they learned that my husband drives manual, and lied about the durability of the car. After settling on a price and everyone agreeing with the numbers with my husband and father present, they let my husband leave with the car before any papers were signed. Since my husband had to leave for work he couldnt stay and I dont drive manual, so if he couldnt take it, wed have to come back another day. After my husband left the XXXX introduced me to the lady in their XXXX department, when I got in her office, it was just us XXXX, she offered me XXXX loan option, XXXX with the numbers that my husband and I already agreed on, and the second option was with an extended warranty for approximately {$4000.00} added. I told her no because Ive had extended warranties on previous purchases and they always expired when I needed it, I was perfectly fine with the XXXX month warranty they told my husband and I was included with our purchase. Unhappy with my decision, the finance lady left the room in frustration and went to get the XXXX to try to convince me, I called my husband and he agreed we didnt need to get additional warranty, so I said no, the XXXX then took back the XXXX months warranty that he initially told my husband and I was included, and suggested I needed the extended warranty that came with the second loan option. When the XXXX people that were already in the room could not convince me, the owner of the dealership came in and printed out papers showing me peoples experience on the cost of auto repair, he even offered to pay me back the money for the warranty if I didnt use it, I still refused. When the XXXX of them saw that I only wanted to loan agreement with the numbers my husband and I already agreed on, they told that I wasnt an option anymore, they said I had to sign the second loan option as my husband already left with the car, and that would be considered theft. After purchasing the car XXXX days later the check-engine light went on, we told them and immediately they started suggesting I pay for it with my extended warranty, and it because clear to me why I was pressured to get it. The owner later said that told me that XXXX are well known to breakdown and thats why he made me get the warranty, which is a lie. 

Lastly, the finance lady had me sign the papers, then informed me that she included reported and additional income of XXXX a month on my loan application, income I did not report because its nonexistent. Ive asked her verbally multiple time to fix it as its illegal to lie on a loan application, and told the owner of the dealership verbally and in writing to have his staff who is also his wife to send me proof of the corrections, they did not get back to me. When I last spoke to the bank they still had the misinformation included.

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