Consumer complaint received 2024-11-23 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: TRUIST FINANCIAL CORPORATION
State: NY

Complaint narrative:
I am reaching out because I am dealing with an ongoing, frustrating, and unresolved issue with XXXX XXXX in XXXX XXXX, NY, and I really need some help. After hearing about the great work you do for consumers, I am hoping you can assist me in holding the dealership accountable for what I believe to be misleading practices and broken promises. 

Ive attached a detailed summary of everything thats happened so far, and Ill quickly highlight the main points below to give you an overall picture : 1.The Quote Issue : When I was shopping around for a car, I was originally quoted {$450.00} per month by XXXX XXXX XXXX taxes included. When I brought that quote to XXXX XXXX on XX/XX/XXXX to match or beat it, they quickly rejected it and told me it didnt include taxes ( which it did ), meaning that XXXX XXXX rationale for quickly rejecting the lower XXXX quote was inaccurate. They gave me a final monthly payment of {$480.00} and assured me it was a better deal that included taxes. Despite their initial assurances, they are now refusing to match the lower rate. 

2.Unauthorized Service Contract Charge : I was charged {$3500.00} for a service contract I had declined so that the monthly rate can be as low as possible. This charge also inflated the financing numbers significantly. I request that the service contract be canceled ASAP, the {$3500.00} charge be removed, and the amount refunded immediately or reflected in a lower monthly rate. 

3.Unfulfilled Promises : XXXX XXXX promised to repair four hairline scratches on my car. ( Its a brand-new car I bought, not used ). 
. They also assured me they would provide extra mileage to the standard warranty, increasing it to XXXX miles at no cost as a courtesy. 
After multiple follow-ups, they have completely ignored these commitments. 

Heres the most recent update as of XX/XX/XXXX : I spoke with XXXX from XXXX XXXX about repairing the scratches when I bring the car in for the first oil change, and he now claims he has no recollection of the dealership agreeing to repair the scratches. He also said XXXX XXXX, the XXXX who promised to address the issue, is no longer with us. When I asked why they had taken photos of the scratches if they werent planning to repair them, XXXX said he doesnt have the authority to discuss it further. 

This situation has caused me a lot of stress and frustration, and Im hoping your assistance can finally bring this matter to a fair resolution. 

Ive reached out to the dealership multiple times, including meeting with XXXX XXXX, the XXXX XXXX XXXX XXXX, who promised to get back to me the following day but didnt and ignored my follow-up message ( see attached text screenshot ). Ive also filed a complaint with XXXX XXXX XXXX XXXX ( Case # XXXX ) and escalated it, requesting assistance from Senior Management. They have been helpful but the issue remains unresolved. 

Heres what I am seeking : Adjust the monthly payment to {$450.00} as originally quoted or refund the {$1800.00} total difference over the loan term. 
Honor their promises to fix the scratches and provide the courtesy extra mileage to the standard warranty, bringing it to XXXX miles total at no cost. 
Cancel the service contract ASAP, remove the {$3500.00} charge, and refund the amount immediately, or have the deducted amount reflected in my car monthly payment. 

Kindly review the detailed summary that I have attached, along with other relevant documents including the original XXXX XXXX quote, my contract, the service contract, photos of the scratches ( photos taken by me ). 

Thank you for your attention and for your consideration.

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