Complaints

This profile includes complaints for GM Financial's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  GM Financial

  801 Cherry St Ste 3400 Fort Worth, TX 76102-6854

• 

  GM Financial

  4000 Embarcadero Dr Arlington, TX 76014-4101

• 

  GM Financial

  1100 Boulders Pkwy, #100 Richmond, VA 23225

• 

  GM Financial

  5620 South Pointe Centre, Unit 104 Fredericksburg, VA 22407

• 

  GM Financial

  150 S. Stratford Winston Salem, NC 27104

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/22/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I lease a 2023 ***** Bolt EUV vin:***************** on 1/25/2023 after getting a swap from General Motors from a leased 2020 ***** Bolt that had a recall on the battery. There are no issues with the new car. The problem I am having is that I am trying to purchase the lease, but any point of contact from the dealer or numerous calls to GM Financial, they have no clue and no record of the car. The dealer said to contact GM Financial, GM financial tells to call the dealer. The online account shows my the old Bolt only. As per the GM Financial website: "Buy your leased vehicle... You can purchase your vehicle at any point during your lease." I have tried reaching out numerous times, and GM Financial has no record of the car. Could you please help? I would like to simply purchase my lease which I am contractually allowed to.

  Business Response

  Date: 02/23/2023

  Please see attached documents.

• Initial Complaint

  Date:02/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchasing my Silverado out of a lease. Lease buyout was due Dec 11th and made payment through Navy ******************** end of November, overnighted check to GMF to ensure on-time payment. NFCU messed up the type of check needed for lease payoff and pulled funding back. GMF never contacted me about issues with payment. I followed up with GMF ~12/8/22 to see if everything was alright and I was informed they didn't receive payment but couldn't tell me why. NFCU corrected the check and resent, again overnight but the payment wasn't received until past due. Spoke with GMF through the entire process, they stated late fees or payments would be "waived" and I would receive a refund. Mid-Dec I started receiving daily calls that payment was received and that I'd have to *** payment of >$560, which again would be refunded based on lease payoff. They lied and took the $560 as well as the lease payoff of $37,000 for the truck. Now they refuse to pay me back the $560 through no fault of my own. NEVER USE GM FINANCIAL.

  Business Response

  Date: 03/01/2023

  Please see attached documents. 

• Initial Complaint

  Date:02/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subj: Id/Fraud on my SSN I ************************* am writing requesting that the inquiries from GM Finance dated listed as follows Oct 31, 2022, Oct 4, 2022, Sept 27, 2022, June 18, 2022, June 13, 2022, June 11, 2022, April 12, 2022 I request they be deleted from my credit reports as I have no knowledge and/or did not give anyone permission to apply under my name. I have tried to contact Gm Finance as well as reached out to every Dealership that was given to me in reference to the fraud apps that were placed electronically online under my information. Many cases my name and social have been used but the address on file is incorrect which I have not lived at in over a year and a half. Looks as if someone has been going through and applying electronically online and not at the dealerships Dealerships for an Auto purchase, I was advised to reach out to the individual dealerships like ************** ***********, ********************* *********** and Also ************************* ***********, also Five *********** of ******** and because these apps were submitted electronically they in turn told me to contact the bank which I have and I continue to get the run around. I have also advised that in some cases supposedly nothing can be done because THERE IS NO OPEN ACCOUNTS. I myself work for a bank and do this everyday. I have enclosed a copy of my police report and my last equifax credit report showing the mentioned inquiries as well. My social is 250-41-3731, as mentioned I was a victim of ID/Fraud against my social and have not given anyone permission to apply in my name.My cell number is ************ if need, as well I should mention that I lost this phone in the Mountains last year in 2022 and because the phone was supposedly recovered and mailed to me after sometime I was advised to keep the same number because this phone line is a work corporate number that they did not want to have changed Thanks in Advance

  Business Response

  Date: 03/01/2023

  PLEASE SEE ATTACHED

  Customer Answer

  Date: 03/01/2023

  Complaint: 19446880
  
  I am rejecting this response because:

  I am rejecting this reply due to the fact that I have called GM. They supposedly will not allow me to speak with the fraud team. Several of the inquiries come from electronic applications submitted to or on behalf of GM. I was the victim of this identity theft and fraud and want the hard inquiries off. Even if GM mailed a letter today I would still not be able to speak with a representative in reference to the fraud 
  
  Regards,
  
  *************************

  Business Response

  Date: 03/02/2023

  PLEASE SEE ATTACHED

• Initial Complaint

  Date:02/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early July my vehicle was declared totaled following an accident to no fault of my own. When I purchased my vehicle I was coerced into purchasing additional "insurance" total loss protection, finical insurance for my vehicle "being a single mother if you go out there and anything happens this covers everything." "knowing what you just went through with your last vehicle being stolen you need this." I purchased the additional "insurance" and "warranty" I read the contract carefully! ************* Associates didn't want to pay their portion because their contract isn't written in their favor they choose to ignore my BBB complaint because they have no legal footing. ******************* was supposed to get in contact to collect the remainder of funds as I paid out ****** on my end and ***** was remaining plus the ***** warranty. The reality is more is owed by ***************** both parties know that they are liable they choose to not contact me and instead charge off ***** on my credit without my knowledge. I haven't received a title, which affects my insurance, tags, and ability to get another vehicle. I found this out while applying for a home so it has affected that as well. I'm owed a substantial amount of money at this point and I need communication made within ***** hours. This practice is fraudulent, discriminatory, predatory, and down right illegal. Let it be noted that I held on signing the release from Geico for ******************* to receive their funds as I noted in my correspondence until ************* Associates paid their portion. In addition, ******************* would need to assume the responsibility for portions not paid out as this was a legally binding contract from all three parties. I purchased a finical insurance policy, not auto from a fiancee at GM financial. You sold a product that was fraudalent and instead of contacting me and saying " Hey, where having the same problem as you, sorry about that here is what we can do." GM choose to fraudulently charge me.

  Business Response

  Date: 03/01/2023

  Please see attached documents.

• Initial Complaint

  Date:02/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.GM FINANCIAL ************ $13,872.00 Under the Fair Credit Reporting Act, 15 U.S.C. ****g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 02/28/2023

  Please see attached documents.

• Initial Complaint

  Date:02/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called gmf 1/24/2023 to set up a deferment arrangement. The fee wasnt collected at the time of the arrangement. 2/15/2023 my vehicle is repossessed. I thought the arrangement was processed because I never received any calls and was prepared to make my scheduled payment 2/24 as discussed on the phone. After speaking with many different reps, I find out that they had been calling the wrong number to get me to pay this deferment fee. Upon further research, my phone number was changed by the dealership after I signed the documents with my correct phone number. No one is willing to assist and is asking for 3 upfront payments plus fees to get my vehicle back. Had my number not been changed on documents, I wouldve gotten the calls to pay the fee. Not only has this affected my ability to work, it has affected the lives of my children and the likelihood of us being able to move into another home. All I requested was to be able to make the payment as arranged. Im even willing to pay the Feb payment plus the deferment fee. However, I do not have 3 payments plus repo fees for something that couldve been avoided without this clerical error that was out of my control. Im very disappointed and hope to reach someone that can help before I work on legal remedies. I have proof of the application when I purchased the car with my correct and ONLY phone number and proof of what the dealership claims is on file.

  Business Response

  Date: 02/24/2023

  PLEASE SEE ATTACHED

• Initial Complaint

  Date:02/20/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A check was mailed to pay my car loan off to GM Financial. According to the tracking of the overnighted payment. The check was received by GM Financial on February 10. According to customer service representative, the payment was posted on the account on February 13. The payment date is on the 15th of the month. The account would not have been 60 days late. GM Financial reported incorrect information.

  Business Response

  Date: 02/24/2023

  PLEASE SEE ATTACHED

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** ***

• Initial Complaint

  Date:02/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to turn my leased 2019 Equinox at the end of March 2022, but due to the ************** shortage, I was advised by my salesman, ******************* at the ********************************************* dealership in ******* to contact GM Financial & request a 6 month extension which I did. I contacted **** again at the beginning of September since it was getting close to the 6 month extension due date. **** ordered a 2023 Equinox for me & told me to again contact GM Financial to let them know I have ordered a new car (he provided me with the order number to give to GM Financial) which I did. **** said he was unsure of when my new car would would come in. It could take a month or several months, but he would be in touch with me. I made my November payment of $258.74 on November 21, 2022 (due date was November 22, 2022). **** contacted me on either November 29th or 30th and informed me that my car was in and ready for pick up. This was a very hurried process since he wanted to get me the best deal before any incentives may changed at the end of the month. I turned my 2019 Equinox lease in on Thursday, December 1st and picked up my new 2023 Equinox lease. I was told that I wasn't going to receive a refund for my November payment since I only had my 2019 Equinox for 10 days of what I paid for an entire month or 31 days. I spoke to ***************************** and everyone just tells me too bad! By my calculations taking the total I paid for November which is $258.74 dividing it by 31 days = $8.35. So 10 days x $8.35 = $83.50 for the 10 days I had my 2019 Equinox (Acct #************). I should be refunded $175.24 for the remaining days in the month I paid for and did not have the 2019 Equinox. **** should have had a time frame of when my new Equinox was to be delivered & should have advised me of a delivery date and what to do about my November payment, but he failed to contact me until my new Equinox was ready to be picked up, the November payment was made & the process was rushed.

  Business Response

  Date: 02/24/2023

  Please see attached documents. 

  Customer Answer

  Date: 02/26/2023

  Complaint: 19424457
  
  I am rejecting this response because:  I am attaching the consent form as requested by GM Financial.  I am only allowed 6 calendar days to either accept or reject GM Financials resolution which is supposed to be mailed on Tuesday, February 28, 2023.  By the time I were to receive the letter of explanation via the ***** it will be passed the 6 calendar days and the case would be closed. 
  
  Regards,
  
  ***********************************

  Business Response

  Date: 03/01/2023

  Please see attached documents. 

  Customer Answer

  Date: 03/04/2023

  Complaint: 19424457
  
  I am rejecting this response because:
  
  

  Thank you for your deviated response to my initial complaint and request of a refund for

  my last lease payment of $258.74 made on November 22, 2022 which was finally

  addressed in one sentence in the second to last paragraph of your letter.

  
  

  Your response tries to embellish what a wonderful job GM Financial did with extending

  my lease, adding more miles, etc. Again, my complaint had nothing to do with any of the

  outlined information you provided, only about the last lease payment I made and the time

  I actually was in possession of my previous lease vehicle.

  
  

  The issue still remains that I made a full monthly payment for a lease vehicle on

  November 22, 2022. This covered payment on the vehicle from November 22, 2022

  through December 21, 2022. I only had the vehicle in my possession for 10 of those

  days, again November 22, 2022 through December 1, 2022. I am not paying for

  something that I did not have. The fact of the matter is nowhere in any of the documents

  you provided does it state GM does not pro rate payments based on the number of days

  the vehicle is in my possession during a months time.

  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:02/16/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid off our auto loan in its entirety December 28 2022. We received a letter around 1/14/23 stating that they had released the title. As of 2/8/23, no title had arrived, so we contacted the Idaho ***. They have a purely electronic system, and said the electronic title release had not been granted.I spoke to a representative on 2/7/23 who said I just take the letter I received confirming payoff to the ***.On 2/9/23, the several Idaho *** and **************** representatives said in no uncertain terms that title releases are electronic only. On 2/8/23 I spoke to another representative who convinced me to accept a notarized title. I got that and the *** said no, it has to be electronic. On 2/9/23 I spoke to a representative who was going to escalate it for electronic release, then have me called back within ***** hours. As of 2/16/23, one week later, nobody called me back, and *** confirmed no electronic title release. Spoke to a rep on 2/16 who said I should use the paper title. I said I the *** would not accept it, and need to speak to a supervisor. She promised a supervisor call back "after lunch." Two hours later, after no call back, I spoke to another rep. ** said the same story, that paper should be accepted, and that he would escalate itagain. ** sent me to a "manager" voicemail to leave my number for call back. ** was friendly, but did not understand the problem.I have a buyer coming in two days for the car, and no end of this fiasco with my title is in sight.GM Financial has a major glitch in their system, and their reps are not educated at all about the concept of electronic title release. This is likely to cause me a lost sale, and has already delayed the sale by one month past when we should have had the title in hand.

  Business Response

  Date: 02/23/2023

  PLEASE SEE ATTACHED

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:02/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to pandemic it has caused me to become behind on my car note therefore resulting in over $600 in late fee. I have attempted to work out a resolution of absorbing fees and was told no fees were assessed over the pandemic and I explained, as we are still in COVID, I am trying to catch up but the late fees are higher than my car note and no representative has been willing to help.

  Business Response

  Date: 02/17/2023

  PLEASE SEE ATTACHED