Consumer complaint received 2026-02-22 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Changes in terms mid-deal or after closing
Company: General Motors Financial Company, Inc.
State: AZ

Complaint narrative:
On XX/XX/year> I entered into a new car retail installment contract arranged by a dealership for a new vehicle purchase financed through GM Financial. I am submitting this complaint because the loan transaction included material charges and products that were not clearly disclosed, the terms and total amount financed were not explained in a way that allowed informed consent, and post closing changes occurred without my authorization. 

At signing on XX/XX/year>, the finance office did not present an itemized menu style disclosure where each add on product was explained with its price and I could accept or decline each item. The discussion focused on the monthly payment. I was handed a set of documents to sign without a clear explanation of the cash price, total amount financed, or the individual cost of each add on product being added into the financed amount. 

I did not discover the full extent of the higher cash price and the add on product charges until a few days after I got home, when I reviewed the documents and then saw the loan amount appear on my credit report. At that time it became clear that thousands of dollars of add on products had been included in the transaction and financed. 

The transaction included add on products such as a service contract, a maintenance program, dent protection, appearance protection, theft related product, and tire and wheel protection. XXXX was included and was not cancelled. The total disputed impact was XXXX. A major component was an increase of about XXXX in the vehicle cash price between the original order pricing discussions and the executed contract cash price, which was not clearly explained to me at closing. I repeatedly asked the dealership to explain the increase and provide a full itemized accounting. 

After discovering the issue, I repeatedly contacted the dealership by phone, email, and in person visits requesting a written explanation of the price increase, a complete itemized list of all add on products and costs, and proof of my authorization for each product. While the dispute was still open, the dealership provided cancellation forms for some add on products after the sale. I did not sign or authorize those cancellations. Despite that, the dealership cancelled multiple add on products anyway through XXXX portals. I received separate cancellation letters by mail. I contacted XXXX and was told the dealership cancelled the products through XXXX internal systems and there was no XXXX XXXX tied to me. 

Refund checks were later sent to GM Financial XXXX Arizona and were cashed on XX/XX/year>. The check numbers and amounts were XXXX for XXXX, XXXX for XXXX, and XXXX for XXXX. The principal balance was later reduced. However the key issues remain that the financed transaction included add on products without clear disclosure and informed authorization at closing, and then the dealership took unilateral actions after closing to cancel products without my consent during an active dispute. 

I also suffered direct harm because I attempted to use tire and wheel coverage for a replacement tire believing the coverage was active, and I was later told it was not valid, resulting in XXXX out of pocket cost. 

I am requesting the lender and dealership provide a complete accounting of the transaction showing the cash price, all add on products, and the amount financed as presented at signing, and provide documentation proving what was disclosed and what authorization exists for each add on and for the later cancellations. I am also requesting confirmation of where each cancellation refund was applied and the dates it was credited, and correction of any records that reflect products were cancelled based on consumer authorization when no authorization was provided.

Company response to consumer: Closed with explanation