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1.3

I have a leased vehicle, with Ally as the lease-holder. I grew to dislike the vehicle and really didn't need it any longer, and so was happy when an acquaintance said he would like to own it.

So I attempted to initiate the process to purchase the vehicle before the lease ended. Ally balked at allowing me to make the final $25,000+ payment via their account payment web page because that "wasn't convenient for them". I protested, pointing out that was how I'd made every payment through more than two years the lease had existed, and that it WAS convenient for me. Also via electronic payment, they would have their money by midnight that same night.

After finally agreeing, we ran into problems because their online payment process will choose which payment account information to use from among multiple accounts previously configured, and payment date chosen will be the next due date, not the current date as it automagically populates the payment page fields. There's also no confirmation page before a payment is entered, so it's easy to make a mistake which then requires the freshly-made payment to be canceled and re-entered. It took three attempts to get all the intended information entered correctly, and then Ally never executed the electronic transfer. Customer service is handled off-shore somewhere, and those people don't seem to have the ability to see or find out what other Ally departments and personnel are doing.

After more than two weeks of various Ally personnel telling me everything was fine on the purchase, the payment not disappearing from my investment account, and being told the title to the vehicle had been sent to me, they finally admitted they'd had trouble executing the deal. At that point and in total frustration with the process and organization, I told them I'd changed my mind and wished to continue the lease until the end date, rather than purchase it. In the meantime, however, Ally has deactivated my lease account, so I can't access the information to make the monthly lease payment that's due, or even see that I've had a lease with them. They claim they don't have any means to re-activate an account, which I find to be beyond belief.

It's quite obvious to me that none of their offices share information or talk to one another or their personnel know what they're doing. Their headquarters are supposedly in Detroit. their lease people are in Little Rock; financial people in Phoenix, and customer service in Elbonia. They don't have a clue how to do the business they think they're in, and seem to lie all the time.

(Particularly a supervisor named Amanda Singleton, who has promised multiple times to have the vehicle title in my hands by certain dates, all of which has not happened.) I'm considering seeking legal assistance and filing suit. I hope once this nightmare lease is over and finally resolved, that I won't ever need to deal with Ally Financial again.

Reason of review: Problem with delivery.

Monetary Loss: $26342.

Preferred solution: Let the company propose a solution.

Ally Financial Pros: Ease of payment during lease period.

Ally Financial Cons: No competent customer service reps, Over-seas call centers, False information, Closed my account, Need to deal with liars.

Location: One Detroit Center, 500 Woodward Ave, Detroit, MI 48226, USA

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