Ally Auto
Is This Your Business?1.3
3.1
Overall Score
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MariaMaria Richland, WA
Had the WORST EXPERIENCE EVER! After talking to several representatives, which were very professional on the phone and letting them know my current personal and financial circumstances, including being in the hospital with my mother for more than 2wks, not having a job, starting my own business, and few other things. The company proceeded to repossess my car with no warning., not even a notification online. Bottom line, their system is, if you do not get car in 15 days, they will auction it and if you do not turn in your keys they will rekey your car so it can be ready for the auction. The past due balance for my car was only $600, The cost of my car was over $14,000, my balance was a little over $6,000. Then, to get my car back I had to bring my account current and pay a fee two times bigger than my monthly payment. Well, it doesn't stop there.... the next moth's payment was scheduled more than a week in advance to be paid on time. On the due payment I received a notification from the credit score company, to my surprise Ally reported my account delinquent 3 days in a row, starting 2 days before my next payment was due and the day the day of the due payment. This event decreased my credit score by 23 points. Other companies including GM financial worked with me and reported "Improved Account" once I started making my payments on time., but NOT Ally. As soon as I found out I called the company, they told me they were going to enter a credit dispute resolution, it has been two days now and I have not received any documentation or evidence that they have done that. I had NEVER experienced anything like this, this is very disturbing especially during these times where many of us are facing unusual challenges, medical, physical, financial, etc. I hope this will help people make a better decision when they decide who they do business with.
3 years ago
Roger Tipping II Laurel, MD
Incredibly slow and difficult to work with.
I wanted to buyout my lease (so I could sell or trade in my vehicle) and they decided they were going to charge 15k more for a dealer to buy it out than for me. So instead of being able to go through a dealer on the purchase, I had to come up with the cash myself.
Got the cash, overnighted a certified check. Over a week later I'm still waiting on the buyout packet to be emailed despite being told by managers that they would expedite it after calling in 5 days in a row.
Bottom line: unless you have NO OTHER OPTIONS do not finance your vehicle with Ally. They are bottom tier with horrible support, no physical locations, and customer-unfriendly policies.
3 years ago
Jennifer Slater Flanders, CT
I financed through Ally and was, for the most part, satisfied up until I paid off the vehicle and was looking to obtain the Title because I sold the vehicle. I contacted customer service and was guaranteed delivery of Title on or before 8/6/21. On 8/4 I contacted them again asking what the status was on the Title and did not get a response until the following day saying that they just sent it our and that it would take 7-10 business days to receive. I was told that they would send it fedex because it was very important that I get it by that date, but instead they sent it through regular snail mail and I have some unhappy buyers on my hands. Bottom line is they make promises that they do not keep. Would highly recommend doing business with another company!
3 years ago
Cynthia M Hazleton, PA
My son and I had a loan with them for our auto. My son decided to sign car over to me and then I signed over to the same dealership that sold it to us. All paperwork was signed. The dealership told me I no longer had to pay ally that they would do a payoff and handle whatever was left on the loan. I found out that payoff was made, it was electronically sent through website, that is the way dealership does things. Ally text me today and said I am late with my July 14th payment. Dealership sent payoff through on July 13th. So...the agent told me it takes 2-3 days for it to go through. Ah, it's the 21st. Way past 2-3 days. They insist on me paying. I told them I will get a lawyer and sue them. The Philippines is where the calls go through. They have no idea what they are doing. I am so mad.
3 years ago
PissedOFFATL Bernalillo, NM
Due to losing my job during the Covid shut dow, Ally did not help me in any way. I asked for payment plans or possibly skipping a payment and adding it on the back end. Not one of their customer service reps were willing to help. One rep even told me I shouldnt have gotten the car if I was not able to pay. I did a payments that were more than a few hundred each month but not my full payment because unemployment is very low in my state. They harrass you and tell you there is nothing they can do. Then when you do get caught up after getting a job, erronious late fees show up months later and you are expected to pay. They report to your credit very quickly and will do ANYTHING to make it hard for you to leave them. DO NOT USE THIS COMPANY!!!!!!
3 years ago
Rachel Scherer Fort Worth, TX
If I could give 0 stars I would. These people do not want to help and assist you what so ever. I called for payment help due to Covid and not working. I asked for an extension. Was told I could have a two month extension provided I pay a fee. I told the rep I could not pay that amount due to no income and unemployment not processed. Rep said that she would note my account that information. Here we are 30 days later and Ally is contacting my business saying I'm past due and owe money. Never did they contact me directly. Called ally back and was told I am not granted my extension from three weeks ago cause I never paid the fee but no one called to tell me this. The supervisor I spoke with today was so rude cutting me off and would not let me speak. Said my account would be reported to my credit company as late and I don't qualify for extension. They asked me to ask friends or family to pay my bills for me. He refused to help me. Will be refinancing my car at a different bank.
3 years ago
B L Flint, MI
I got an auto loan from Ally back in April 2017, and I missed one payment back in Jan 2018, and made it up in the next month by paying for January and February plus the late fee for January and February even though my payment was on time that month. So I was already back to being current, but they never set me to caught up, so they added another late fee from January onto my total hoping I wouldn't notice. And every month since January 2018 they hadn't told me I was behind(cause I wasn't) or that I was accruing late fees they just added it to my balance hoping I didn't do the math, even if I wasn't late, and if I was late I had to pay a late fees, then they also added another to my total. Now I just noticed because the last few months I fell behind and I finally paid them 1058 dollars, and only around 500 was taken from total, so it was pretty easy to see something wasn't right. They've been blindly adding late fees to my total after every payment for 2 and a half years, even if I wasn't late, and if I was late I pay a late fee and get one added on. In my opinion Ally Financial is a criminal organization, since they steal from their customers.
3 years ago
Cynthia Sanders Windsor Mill, MD
My experience with Ally auto was very stressful. I financed with Ally for a new car loan a Nissan Kicks 2020. Due to hardship I got behind in payments early in my loan. The company called me everyday 7 times a day from different numbers. I would still send them something every week for payment. I spoke with a rep that called me at 8:05am on a Saturday morning I explained to them my situation was a hardship I got behind on my payments, I asked about extension to customer that have a hardship. I was told that your car loan is to new to receive any extension you must pay 6 months on time to qualify for extension. So basically you have a hardship with Ally they will not help you at all. The rep continued to ask personal questions can you change your date form the 20th to the 10th to make your payment. I don't think they understand hardship or pandemic. Ally will contact members of your family who are not co-signers on the loan and harass them regards payment. I tried to setup payment arrangements with them for another week out, the rep stated we can not make notes in the account that far out you can call back next week. The reps have no compassion or support on what your situation maybe or why you are behind in payment. The reviews are right most reps are very rude, disrespectful and unprofessional.
After receiving the harassment phone calls 7 days a week 7 times a day, harass my family, the repossession letters, I was unable to make arrangements with Ally the balance was extremely high with late fee's. I decided to surrender the car due to my hardship Ally was unable to understand. If you are need to finance please find someone else I financed with wonderful companies in the past and never had this experience. After my experience financing with Ally I will never finance another auto loan.
There should be a class action lawsuit against this company.
3 years ago
Gary Lazroff Bay Village, OH
I honestly believe that Ally Financial trains their service reps on how to be rude, unprofessional and disrespectful. I talked to 6 different reps over 3 days seeking information on how to buy the loan out on my Jeep. I was on hold for long periods, disconnected, or transfer to reps that were clueless. I explained to one rep how frustrated I was and she said , “ I am really not interested in hearing about your problems”. WOW. I talked to a supervisor (I think) and she had another call. She promised to call me back in 30 minutes. I called that extension back the next day and asked for her by name. Of course no one worked there by that name. I called my Jeep dealer of 30 years and told him I would never buy another Jeep thru him because they use Ally!!
3 years ago
Robert Aultman Tallahassee, FL
The best thing that they did was give me the loan for my car
The Worst thing that I did was get on their bad side!
I asked for a paid in full letter after I made a settlement payment. The company stated that it would take 10 days for the account to clear before the letter would be generated. Well I waited until the 11th day and called them back to request the letter. They then told me that they had to request that letter and it would take another 24 to 48 hours for the paid in full letter to be done. I called back in the 48 hour range only to find out that the letter was never requested by the first person that I spoke to. I am not sure what the deal is with this. I have requested that the letter be generated and sent to me same day after being given the run around about the letter.
They lied to me at the beginning in the request and now I have been promised a bill of goods and I am so glad to be away from these con artists
3 years ago
Alexis Kniffin Hackettstown, NJ
I wish I could give negative stars. They just repossessed my car in the middle of the night even though I paid yesterday the amount they said would satisfy the repo. But because I paid it “after hours” they said they couldn’t stop the repo. So they can take my money after hours but not stop a repo after hours. Makes sense right? Now today they are demanding the entire loan balance of $10k in order to release the car. I will go buy a beater before I give them another penny. Scumbags. All this during a global pandemic, and I had spoken to them several times letting them know I was facing some hardship as a single mother. I hope every person working for this dumpster fire of a company sleeps well at night with what they do to people. This was originally a $3k loan that they managed to give me rates making me pay over 4x the amount. And there was a hidden clause saying I was not allowed to pay it off early which I had no idea about when I signed the papers. Like many others have said, wish I had read their reviews. Someone needs to take these predators down, they prey on people like me with no or bad credit desperate for a vehicle and unable to get financing anywhere else and don’t have savings. Disgusting company.
3 years ago
Faith R. Providence, RI
I will NEVER use Ally again and I will continue to steer people away from them. They are a greedy, lying company. In the middle of the pandemic last year, I requested to defer my car payment for 2 months. We agreed payments would be deferred and would be due again 7/31/20. I paid that a couple weeks early. Got a call from them saying I was two months late! They lied and said they never talked to me and couldn’t do anything because it wasn’t their fault. They reported it to my credit for being 2 months late in a critical time in life when they’re supposed to be "helping". I have never, never missed a car payment in my life! They are liars and they will screw you over. Stay away from them!
3 years ago
Chris Henderson Dimondale, MI
I would never use Ally Auto for an auto loan ever again in my life, and would strongly recommend no one else use them for financing. They make it absolutely impossible to pay off your loan early and get an electronic lien release. I keep getting conflicting information, and outright wrong info, from their customer service reps. I overnighted a cashier's check for the balance on my loan a week ago and it still has not been applied to my account. I'm paying interest and insurance on the car that I want to sell because Ally can't be bothered to do their job in any kind of efficient way. Never again. STAY AWAY from this company.
3 years ago
Catrina Wittekind Snowflake, AZ
Ally Financial Auto is the worst company I have ever had to deal with. The customer service representative, with a few exceptions, are the worst. They lie and are very rude. When you ask to speak to a supervisor or manager they refuse to help you and tell you no one is available. I told them to have a manager call me back my the end of the next business day. No cal back and same issues continue. They are predatory and should not be allowed to continue business. Continually hit you for late charges even though the payment was made and in on time. Not only have they hit my credit once but twice a month on two consecutive days on multi occasions! So frustrated.
3 years ago
Meg ,
I truly wish I could have this place shut down. I went to make a payment 1/8 for $180. I was behind (COVID) only 2 payments and I had a set up with them where I pay &180 weekly until paid. Well when I went to the website to pay, I deleted the $955.18 that was in the line and put $180. On 1/11 I went to buy gas and I was NEGATIVE 844 dollars in my account. THEY TOOK THE FULL AMOUNT AND PUT ME NEGATIVE. I called and was gave the run around and told they have to hold my money for 10 days!! I flipped and they put a man on (who of course can’t speak English well) and he told me they would overnight it. I called 1/14 to see where the money was as I’m still negative and now have MULTIPLE overdraft fees. To be told they had to hold it for 10 days then send it. I was SICK. My whole check was taken when it was deposited into my account. I’m a single mother that just started working again. But they don’t care. I called after the 10 days to see where my money is and they told me that they put in for a PARTIAL return of 339.94. YOU ALREADY TOOK IT AND REFUSED TO GIVE IT BACK FOR MULTIPLE DAYS THEN ONLY PUT IN FOR HALF. I told her if they’re giving me a partial payment back to just keep it! I had to go do my taxes early to get the advance to even put myself in the positive so it didn’t keep eating all of the money I put in. Today I went to look at my account and it says I’m past due $338.94 and it was due yesterday. I’m sick, these people have put me through absolute hell. I’m a single mother with two kids and they didn’t care. The men I spoke to were beyond nasty, and all that they kept saying was on the website receipt it states $955 not $180 so I did it. When I know for a fact I put $180. So they’re system is messed up and the blame was being put onto me. What disgusts me is there is absolutely NOTHING you can do. They just transfer you around to whoever is next to them. You try to speak with a manager and just get even more nastiness. I will NEVER go through ally again, I’m currently trying to find ways to get rid of them period. DO NOT USE ALLY AUTO. I promise you, walking is better than going through this HORRENDOUS PLACE. They make you feel stupid and put the blame on you. I know what I put into the system and they decided to take it all and completely screw me. I will be putting these reviews EVERYWHERE so EVERYONE knows to not go through them ever again!
3 years ago Edited September 14, 2021
So Happy B’N Me ,
If there was a score lower than 1 I would give it! During the on-going of the Pandemic you call and her on their line, how they are here to help!! Well that’s a lie, bc when KIM the CSR answered I inquired about late fees being added to my payment. Now, mind you I called two months in a row and was advised that during the pandemic late fees would be waived. Now it’s not 30 days late, it’s 2 1/2 weeks late okay. Well, today 01/13/21 Kim advised that Ally had a no longer offering relief due to the Pandemic!! I explained that your company continues to say there’s assistance as you wait on hold, so either your lying or you need to update the hold lie! This is the worst company and apparently it’s outsourced to overseas companies due to the language barrier when you get a CSR on the lune. I was like, oh if I fall behind and or go into a repossession status will there be help then?? I asked again, if you can help me make sense out of 1. Your rep saying no late fees. 2. When I call I’m your phone announcement says; there’s help. 3. You told me today that I can only get a 1 time late fee waiver and it was already done??!!! Welllll, let me just say SHE hung up on ME!!! Now could someone explain what type of Customer Service this is???? Ally YOU SHOULD BE ASHAMED!! And you will hear from me again!! Ur company need to go out of BUSINESS!!!
3 years ago
J. Union City, CA
Horrible horrible customer service calling redemption!!! Guy named Sergio is very rude and can careless about the customer!!! My father passed away and had his vehicle repoed, we tried getting in touch with them with no luck. Very long hold times I even emailed them back on Dec. 21, 2020 still waiting for the respond. I was able to pay the balance they said was owed and they had no idea where my vehicle had gone!!!! I was on hold for over 1hr and 10mins for Sergio to say it was in Vegas I called them and they said my vehicle had left their lot four days before!!! How does ally not know where the vehicles are located??? So here we are trying to figure it out it turns out after some digging and pressuring the reps at ally not redemption of info on where my vehicle went they gave me two places one in Reno (car wasn’t there) the other in Sacramento (car found) I called sac and they said Ally had not sent a release form yet!!! It’s been over a week since I paid my balance!!! WTH!!!! Horrible horrible customer experience ever!! Needless to say all this mess has been on going since Dec. 20, 2020!!!
3 years ago
Howard Lynch Rosedale, NY
My experience is actually a MINUS 1! The customer service representatives are syrupy sweet but totally ineffective! Three weeks of being told I would get a fax and mail of a lien release only to have to call again and again to advise them I didn't receive it. Faxes are almost instantaneous and shouldn't take THREE WEEKS to get. The U. S Postal service, as slow as it may be usually doesn't get deliveries wrong 3 times! And there is no chain of command. I don't know how Ally Financial ended up being a lienholder of my vehicle since it was financed with GMAC so beware and watch your vehicle documentation carefully!
3 years ago
I L Perez Columbia, SC
Four major problems:
1) Lack of empowerment and website knowledge.
2) Poorly coded automation.
3) Too much outsourcing.
4) Representatives ask too many private questions (some which I never authorized) as “security questions” over an unsecured phone line.
Representatives have little knowledge of the workings of the site and are very limited in what they can do if there is a problem. In an incident back in January, a recommendation from an Ally Supervisor was executed, causing the payment account to be banned from making payments. It took almost 4 more months to correct the issue. Recently, I discovered that the Auto/One-Time Pay system is poorly designed (doesn't allow me to create an Auto-pay setup for Dec17 when today is Nov18, but does allow me to make a One-Time payment as far ahead as May17). I also found an issue when choosing to make a second payment (usually applied to the Principal/Financed amount). You are only given the option to apply the overage within the payment to the principal. (If regular payment is $450, two payments of $450 does not allow the second payment to be applied to the principal. If I make a single $900 payment, it does ask and allow the overage to be applied to the principal).
I am seeking greener pastures.
4 years ago
Courtney Crowley Oakdale, NY
IF I COULD GIVE IT NO STARS I WOULD.
THEY set up my auto pay for the 20th of each month,
even though my bill is due on the 13th of each month.
then they proceed to call me for 7 days each month telling me my payment is late.
when i call to ask them to change it. I am told I just need to "deal with it" they have a 15 days grace period. THIS COMPANY IS THE WORST. NO ONE IS HELPFUL. you wait on hold to be told to do it yourself on the website. no one can help you. everyone is making "notes" on your account but when you call again there are no notes. USE ANY OTHER COMPANY> DONT GIVE BUISNESS TO THIS TERRIBLE COMPANY!!!!!!!!!
4 years ago
Chris Germiller Rockville, MD
I understand people say this a lot, but my experience with Ally Auto has genuinely been the worst, most time-consuming customer service experience of my life.
If you don't read this while post, just know that after dozens of calls mad to Ally over weeks, I've been unable to get a single document mailed for me, all while Ally's customer reps have given me constantly contradictory information and have also consistently failed to follow through on their basic promises.
This entire time, all I've been attempting to do is to re-register my vehicle from Tennessee to Maryland. Upon going to the Maryland Motor Vehicle Administration (MVA), I was told I need to fax them a duplicate title from Ally. I called Ally Auto, and the rep gave me contradictory messaging as to how quickly they can send a fax. Because I had an MVA appointment, I asked that it be sent ASAP. At first, I was told they could fax the duplicate title within minutes. When the MVA received nothing, I called back and was told it might take a few hours. When a few hours passed, a rep at Ally told me they cannot send the duplicate time before 2 business days. After this, I simply requested a duplicate title be sent to my home address.
After getting this duplicate title in the mail weeks later, I went to a private tag and title agency (licensed by the MVA, that I was told would my quick). The tag agency told me they will need the original title mailed to them overnight. To do this, the agency faxed a request to Ally. I called Ally to confirm receipt, and a representative from Ally assured me they’d send the original title overnight.
Over 1 week later, the tag agency told me they had never received anything from Ally, so I called Ally back. Another Ally representative originally said that they had never mailed anything because I needed to send Ally a (never before mentioned) request. I called back the tag agency and they told me that this new request *was* their original faxed request. I called back Ally and they claimed the original title was in the mail after all, and to wait several more business days.
Another week passed and the tag agency told me they, again, had not received the original title from Ally. I called Ally again. On the first call, I was sent from a representative to voicemail. On the second call, I was told that they were still waiting on the original title from the TN Dept. Of Revenue (TDOR), and to wait 1 business day. Not trusting Ally, I called TDOR and they told me they’ve never received such a request from Ally.
I called Ally a third time and they told me, again, that they haven’t heard anything from Tennessee and to wait. I then informed the Ally rep that TDOR had just told me they had never received Ally’s request, and the Ally rep again insisted I wait. Again, not trusting Ally to do anything, I asked the Ally rep for an address so I, personally, can arrange that TDOR send the original title to them. I got Ally's PO Box for this purpose and called TDOR back. TDOR then told me they had sent the title to Ally in 2019, over one year prior.
I called back Ally a fourth time that day and told them they should already have the title. The Ally rep put me on hold and said the same thing they had told me 3 times that day: that they’re waiting to get the title from TDOR. I, again, told them that TDOR sent them the title last year. The Ally representative then said they’ll send the title to the tag agency (saying that they do actually have it) after he sends “a request”. I tried to clarify this, and the Ally rep again told me they’re waiting on the title from TDOR, contradicting what he had send moments before. I again told him that I had called TDOR and that they had sent the title last year. The Ally rep then, finally admitted they do, in fact, have the title and will send it in 1-2 business days. That is where I am now.
Each time I call, mind you, I have to go through an automated phone system, and then I will typically will be put on hold before I speak to an entirely new person and have to re-explain the increasingly complex and ever-changing situation. I am beyond frustrated with Ally's complete incompetence, confusion, and willingness to lie when I reliably pay them hundreds of dollars per month.
4 years ago
LEEANNE MARIE Portsmouth, NH
During pandemic they repo'd my car, only owe 2 paymnts, plus late fees -when asking what I needed to get my car back I was given 3 different dollar amounts via 2 reps, like are you for real ? The company that took it broke federal laws by not reporting to local police~ 17 hrs later still no idea who has my car, and the business hours are incorrect so I had planned to call them back for the 5th time today and at 7:35 ish they were closed, yet they claim to be open until 10 ET.. Bottom line, horrible~heartless company, pretty bad when another recovery agency tells you that ALLY uses one particular repo company thats very shady -they move around frequently and also said I'm looking at a good law suit because of their shady ass's~18 hrs and counting...still no idea of who has my car, thanks Ally
4 years ago
Garrett Kocian San Antonio, TX
I wish I could give a zero star, thats what this company deserves. The site is always down, every month I have to login multiple days until finally I can pay my car payment. This month I tried to pay my last bill over the phone and the customer service rep wouldn't even tell me how much I owed and tried to make me guess. The website also shows UNAVAILABLE on all my info. I just paid the car off and have no idea where the title is or what happens next, customer service on the phone gave me the run around transferring me back and forth, re-authenticating each time until one of them just disconnected me.
I need to know my account status and someone should be able to tell me what's going on. This company seemed ok a few years ago now its shady and unhelpful.
4 years ago
jennifer savel Grosse Pointe, MI
Avoid at all costs. A very simple and standard request for a lien release letter from a 2015 loan payoff took 4 phone calls and a total of 3.5 hours to resolve. Three of the 4 reps I dealt with spoke such broken English that it necessitated the multiple phone calls and hours on the phone. Every one of them gave me a different status of my account, all of which were inaccurate. They couldn't find it, my SS# wasn't in their system, my loan still had a balance, and best of all, they faxed the lien release letter to a fax number I hadn't provided them! My request had been expedited, but because they sent the letter to the wrong fax number, I was told they'd have to make a new request for expedited service, starting my time-to-wait calendar at day zero. It took my demand to speak to a supervisor or manager to kick them into gear. Letter was faxed within 5 minutes of ending my phone call to Ally. If I could give this review zero stars, I would.
4 years ago
Lynn Cohn Southfield, MI
I am only giving 1 star so that I can leave a review. HORRIBLE!! Stay away from this company!!
I had a auto loan with them for 3 years. I called to pay off the loan so that I could sell the car. I was told if I paid it off on there website/on line, the Lien Release and Title could be fax the same day to me and would also be sent to the Secretary Of States' office, per Michigan Law. I provided a fax number (which I had to call a Fed Ex office to get) as they don't email. I paid off the loan and waited for the fax, which did not come. I called and they said it would take 7 to 10 business days to verify my payment. The money had been taken out of my account. I had no choice but to wait the 7 to 10 'business' days, plus 4 weekend days and 1 holiday day. 16 days later, I still didn't have the paperwork or a buyer anymore. The buyer couldn't wait weeks for the car. I only paid it off to sell it and now had no buyer. I then called on day 16 and was told it was mailing out today and would take 1 to 4 more business days to receive....I had called and emailed during all this time trying to get a reply and never received one. I was also told I would receive an email notice (but they don't email?) when it was processed, I never received and email notice, a mail notice or a phone call. I wish I had read the reviews before using them.
Terrible company! 0 Stars.
4 years ago
Megan Orourke Lake Orion, MI
Ally is absolutely disgusting what they do to people and how they treat people. I traded in my car in February rolled over the payment into my new car. Spent hours upon hours on the phone trying to figure out why every month I was showing a late payment. They keep asking me if I wanted to pay for instead of showing late payment. The car was traded in and rolled over payment!!! Finally stated they took care of the issue today I get a bill in the mail for $3000 late payments not having insurance on it late fees. Why would I have insurance on a car I traded in in February why do I still owe payments. In August when the lease was up in April? When I called them they told me just wait for the collection agency to call because now I’m in collections. Absolutely disgusting human beings to deal with rude unprofessional the guy laughed when I told him I was gonna put a complaining and told me his boss didn’t have time for me. I’ve never in my life been so disgusted!! Fraud when I asked why I have to double pay answer was wait for collections to call you to take care of your loan???
4 years ago
Patrick Dawson Decatur, GA
We worked with Ally Auto to finance our previous car and we will NEVER work with them again. They have by far the worst customer service I have ever experienced with any company in my life. First, we moved to a different state and needed some documents mailed to the DMV to facilitate the plate transfer. It took 3 weeks and 8+ phone calls to accomplish a simple task of mailing one document to the DMV. Then, after completing the lease, we returned the car to the dealer and it has been 2 months and they cannot even agree among themselves about how they want to receive the odometer statement. Every single person we speak to has a different "process that has never changed," from having the dealer fax it, call it in, mail it; having us email it, fax it, send it by mail, submit it online, etc. We have done all of these and they somehow never seem to receive it! This is so bizarre! Are we their first ever customer?!? Is it being managed by pigeons??
4 years ago
Kristy Rowley Des Moines, IA
This company is a joke. I called in January to request some documents to make changes to my title, waited 2 weeks, didn't receive them. Called again in February, waited 3 weeks, nothing. Called again in march and they had "shut down the title department" due to covid. (No one can work remotely?) Asked to speak from a supervisor, but none were available. Asked for a call back from one, didn't get it. And still no documents. Called again, finally got a supervisor who said they would personally FedEx the documents, and call back with a tracking number. Never did. So I called to speak to a supervisor again, none available. So I finally decided to refinance and called to cancel the warranty on my vehicle. Later that week I finally got the documents I waited 6 months for and it was dated the day I cancelled the warranty and started the process of refinancing. If that isn't some shady business, I don't know what is.
4 years ago
KACOLE Urbandale, IA
I only gave 1 star because there is not an option for none. There customer service department is NOT helpful. My husband had an auto loan with this company that he and is ex wife were on. My husband was solely responsible for paying the loan and did so. In fact over paid when paying it off. Ally sent a check however it was made out to both parties not with MR OR Ms but with Mr and Ms. The title to the vehicle is OR. They would not reissue the check to say OR so that it can be cashed. The MS is not available to sign in fact we have no idea where she is. Ally is not helpful in helping fix this as all that is needed is a new check with Mr OR Ms. So we are now out over $400.00 in over payment. We will NEVER be associated with this bank or any of its products. I would not recommend them to ANYONE!
4 years ago
Barracuda Sterling, IL
Ally called my parents who have nothing to do with my son's auto loan. My father suffers from PTSD from Vietnam and dementia. Their collection agent told my father they were coming to get the car. My father told them to stay off his property. Keep in mind my father doesn't even live in the same city as my son. The agent told my father they could come look for their property any time they want and there is nothing he can do about it. He responded with I don't give warning shots. With that the agent hung up and called my cell phone, I co-signed his loan. Agent tells me he is calling the cops and reporting that I threatened to shoot one of his agents. Remember this is the 1st call i have received from ally about my son not paying his loan and they have moved to repossession so he is 4 months behind. I tell them I will pay to bring the account current. They tell me I have to go to wal-mart and use moneygram and pay an additional 10% fee. Seems fishy so I hang up and call ally customer service. They verify that EFT is not good enough they want the money by moneygram. I go pay the ransom including the repossession fee even though they never repoed the car. I take over the payments on the car, i try to log into the account and it says my account # doesn't exist. I call ally and am told my account has been transferred to some special department and my web access has been removed. The person in charge of my account only works 830-4 m-f and I have to call her. Finally after 9 days she finally calls me back. Very rude, very mouthy woman tells me it's my own fault that I said i was going to shoot them so they have to protect themselves. How removing web access to my account protects them I don't quite understand? So in short ally breaks half a dozen collection laws, discusses the account with someone not on the account and I'm the bad guy? When I brought the account current ally removed my son from the loan and moved me from co-signor to owner. I can't prove it because my son lost the paperwork from the loan and ally says it has always been my loan with my son as the cosigner. Please tell me another bank that allows a 20 year old with no credit to co-sign a loan for someone with a 738 credit score. In closing, if you have any other choice in a lender take it. Even if it is a higher interest rate. Your mental state will be worth the price difference.
4 years ago
Dkrug Philadelphia, PA
This organization has shown poor communication skills between staff, and handles things with a very unprofessional way. They have taken my money without consent on a non-autopay loan numerous times. Because of this they suspended my bank account so they cannot debit it anymore but did not tell me. So I continued to make my on-time payments and they never accepted them saying I still owed the month they took out numerous payments at once. My bank account showed my history and shows their illegal authorizations. I have talked to them but their server say different things than my app and the website. They have also took it upon themselves to defer my payment 240 days (120 Days twice) without consent. They tried taking out a payment a couple weeks before that payment was supposed to be due. (I have made sure and have had clarification from staff that my auto-pay was off this whole time).
4 years ago
Adam Smith Olmsted Falls, OH
Dealing with Ally financial is a complete nightmare. Called to inquire about the process of doing a co-signer release for a vehicle- was given 10 different answers as to how to go about the process by people who barely speak English. Finally
received the correct information after about the 11th attempt to acquire some clarity. Had all the documents ready to submit- called to confirm the fax number to send them to, “Oh you have to mail those.” Spoke to another person, “Ok here’s the fax number to send those to.” Called the next day to confirm reception of the documents, “Here try this fax number instead. By the way, our department is back logged; we probably won’t review your application for one to two weeks.” They reviewed the application within a few days and denied the transfer. Mind you, the person we were trying to transfer to has prime credit with no history of missed payments, low debt and a good income. Thank you Ally financial for your excellent customer service! What a joke...
4 years ago
jessica lopez Scottsville, KY
If there was a negative star rating, Ally auto would get it. On Feb 10, I requested an extension payment which was accepted and I made the extension payment amount as requested on Feb 10, 2020. As of March 7th, my extension was still not processed even after I paid the extension request amount on feb 10th. I was sent to collections because they didnt process the request, charged a late fee and was told after 30days my credit monitoring places would be notified of my late payment (Which was not late) as my extension payment was approved just never processed because ally screwed up. I overpaid for Feb by 180$ because I had to pay the full amount for Feb because the 180 was not applied to my account and was told that amount would not be applied for my march payment or any other payment. 30days after requesting the request, my extension still hasn't been processed for feb or march.. I would not recommend this company for anything and if im able to refinance with another company I will. Oh, and let's not forget any customer service rep you talk to has thick accents and you can't understand a word they say and they lie and tell you whatever to get you off the phone. I've NEVER asked for an extension payment before and NEVER been late with my account with Ally auto the entire time I've been a customer. And to be treated like I was purposely not paying even tho it wasn't my issue but theirs for failing to process the request is ridiculous
4 years ago
Bonnie Birdsboro, PA
Ally gave me the loan for my SUV via the Dealer. I have never had a problem with their service, in fact I will use them again if I decide to purchase another vehicle.
4 years ago
Margaret Sheets Fort Worth, TX
I had no issue with Ally Auto , I made payments online for almost a year. No issues. On Jan 4, I went online to Ally.com to make my monthly payment. The system was down for maintenance, so I called Ally customer service, and was told that I could make a payment through Western Union Speed Pay and the $ 4.00 fee would be waived. Made my payment for $270.00, cleared my bank on Jan. 7. No problem.
On Feb, 1 I went online to Ally.com to make a payment,
Here is where my nightmare begins.
On Feb. 3 I had a payment amount of $ 270.00 removed from my bank account POS. Western Union Auto.
On Feb 4 the payment I had made online cleared my bank.
Went to the app and only the online payment showed on my account. Also the $ 274.00 Jan 5 payment. No $ 4.00 cerdit.
So here is where my nightmare begins.
Called customer service, the first rep that I spoke to, who had an accent so thick I could not understand, the only payment that showed was the online payment.
Through several days of multiple phone calls of long hold times and demands to speak to a supervisor, I spoke to someone who told me to fax in my bank statement.
Which I did on Feb 7 along with a 2 page fax cover sheet explaining situation. I was told I would be contacted.
In the meantime, I am also calling Western Union with long hold times and being told I called in Feb payment.
On Feb 13, I called Ally customer svc again, again massive hold times, demands for a supervisor, finally spoke to someone, whose name I never understood, who after I demanded a conference call with Western Union, was finally told there was a glitch with Western Union, the situation was being escalated and I would be contacted within 72 hours, which I wasn't and still haven't. I let it go, and just waited.
Flash forward to Feb 28 when I went online to make my Feb payment. My account was past due, the payment made on Jan 5, had been charged back to my account.
Called customer service went immediately to collections, through long hold times, over 20 mins, a rep came to the phone and I demanded a supervisor, once again put on hold, held 10 min, hung up and called again. At this point I have been on the phone for almost an hour and a half.
Went through the whole thing again, put on hold, finally a man named Mark Lessor with a heavy accent came to the phone. Explained the situation, told m my card had been declined and get in touch with my bank. Demanded once again for a manager and pleaded not to be on hold. He put me on hold for about 10 mins again.
Finally a woman named Cherri came on the line, she could not explain what or how a payment made on Jan 5 that had cleared my bank was charged back to my acct on Feb 25. I demanded another conference call with Western Union spoke to some very rude woman whose name I never understood but she was Operator 195 that the situation of the payment was being reviewed and I would be contacted. When I tried to ask any questions, she would talk over meand repeat the same response. I gave up, hung up with Cherri.
No one from Ally nor Western Union has contacted me.
I give Ally Auto a -10 for an overall rating to handle a situation created by Ally Auto Finance and Western Union Speed Pay.
4 years ago
Patrick Muncie, IN
Ally is bar far the worst bank I have ever used. I have been trying to get them to post a $30,000 payment from my insurance company, and they just keep saying it takes time to post. It appears that Ally always takes weeks to post payments on total loss vehicles, maybe that is why so many customers post bad reviews. My car insurance company only took a few days to get the check and all required paperwork to Ally. I just need Ally to post the payment so my Gap insurance can pay the remaining balance, but it appears Ally wants to rack up additional interest while holding the insurance payment for weeks. NEVER, NEVER,NEVER use Ally Bank for any reason.
4 years ago
Kristi Benson Abita Springs, LA
GOOD LUCK if you Total a vehicle financed by these CROOKS!
I totaled my car on September 13th a week later I signed over my vehicle to be salvaged .
By October I was already in a new vehicle.
My insurance company sent out a check for $23, 325.97 it posted November 27th . My Gap insurance and extended warranty payments were also posted on November 27th one for $1595.25 and 557.41. . Ally received a total of 25,478.36 on November 27th. I asked what was my balance on November 27th before payments posted I was told it was 24,697. 13. They continued to Charge me after I was no longer responsible for this vehicle and after confirming that my car my balance owed before the payments was less then the amount they were paid the are trying to Charge me $ 831. 97 in February for interest and god knows what. I’ve been transferred no less than 20xs in the last month and to top it off if I don’t pay in 2 days it will hit my credit as late! Good Luck getting some one to understand you and that speaks English! NEVER again will I use these idiots for financing !
4 years ago
Jay Long Beach, CA
I wanted to pay for my truck with cash. Unfortunately, I let the dealer convince me to take a loan. He claimed I could make the first loan payment and then pay-off the balance. That is exactly what I did. I paid and verified over the phone that the payment was for the right amount.
They now continue to send bills for additional amounts, without any description what the additional amounts are for. Their Indian collection machine then started calling me. I told them to send me a breakdown describing why I owed the additional amounts. They finally sent me a hastily constructed ledger that actually showed I overpaid and that they owed me money (this is not correct either, as my meticulous records show that I paid the correct amount originally). Their Indian phone machine was not programmed to reason, only to collect. So they still wanted the money.
Ally Auto is a 'fly by night' organization. Use a more reputable institution to get your auto-loan.
4 years ago
Juan Quiros Graniteville, SC
I bought a car through Ally Financial 1.5 years ago. I had a co-signer that passed away shortly after purchase and they had put his name on the title but not mine. I finally sell the car around a month ago and pay it off. I was told that the title would be sent in my name and would you believe it? I get the title in the other guy’s name. How can I be paying on a car that’s not titled in my name? Clearly illegal.
Then I call the customer service line at least a dozen times and get different responses each time about what to do, each person giving false information to get me off the phone. Finally I get the true story from one of the customer service guys. He indicated I should have been alerted of what I needed to do to change the title to just my name and the company never did so. Now I have someone who bought my car, and I have a title in some other person’s name with no clean way of changing it, as DMV won’t accept my lien letter and title in that person’s name to be able to switch it over.
So to summarize: Ally 1) didn’t include me on the title but did on the contract so I can pay them but not own the car once I’ve paid it. Clearly illegal. 2) Lied to me about what to do to fix said situation after multiple mistakes, and kept Fed Ex’ing me documents to have me figure it out in attempt to cover up their illegal activity, with the hope I would figure it out and leave them alone. 3) then finally admit their illegal activity, and then tell me there’s nothing they can do, leaving me essentially screwed.
I’ve had bad customer service before, but this one takes the cake. I will be destroying them legally over this, good luck to them, as I have documented every conversation and every person I spoke with, specifically the false information I was given all the times I called. As a doctor, there are four key elements that get us sued successfully: 1) duty to someone, 2)breach of duty, 3) injury caused by breach, 4) resulting damages. Not only does this company fulfill all requirements but they tried to cover up wrongdoing, just the nail in the coffin.
5 years ago
kimberly j laputka Lake Helen, FL
I would give no stars if I could. I had one issue with my pay from account and have been trying to rectify the issue ever single day. However the people I spoke with apparently lied to me twice. So here I am thinking that the issue will be resolved in 2 days, I contact them in two days because my pay from account has no been fixed and is still "disabled" so I am once again reassured that it will be fixed again because they only have a certain amount of time to fix the issue. Well I get on back on their and once again my bank account is still disabled and not allowed to be used. So i speak to another person and they tell me that the request was never sent and that the only way they can fix my issue is by deleting my entire profile, waiting a fee days, getting a late fee, (even though I tried to pay EVERY SINGLE DAY) than I am told I cannot speak to anyone in the department that can actually fix my issue. I have been a perfect paying customer with my auto loan for over two years, no late payments, no issues nothing. The one time I have an issue with my bank account and they do nothing but lie to me, bounce me between people, assess a late fee, and report my "late" payment to my credit anyone. I am down right DISCUSSED with this company, the moment i can refinance and leave them, I will and I will NEVER USE THEM AGAIN FOR ANYTHING
5 years ago
Tiffany Watson Oklahoma City, OK
I wish I had read the reviews on Ally before choosing them to finance my car. Overall my experience has been atrocious! My vehicle was a total loss on 6/9/19. Gieco did a fantastic job of coming out next day to complete their assessment, pick the car up, and even called Ally for me. That is when the run around began. They couldn’t speak to the insurance provider because it was my name on the account. When I called, they couldn’t speak to me because it was in the claims process. What!? 😂 Fast forward, Gieco pays out their settlement, GAP has agreed to the remaining balance of the loan, BUT I am receiving calls MULTIPLE times a day from a call center outside of the US insisting I pay over $600 as I still somehow owe 5k+ on the car. When I call Ally directly, I am told I cannot speak on the account as it is in the claims process. Yet... I am being harassed DAILY by their call center with threats of collections. 🤯
5 years ago
Andrell Arlington, TX
Car was part of a bankruptcy so they had to get permission from the court and make arrangements to get it. I was told by MY ATTORNEY to drive it until then. Finally someone contacted me to pick the car up on Monday and I would then hand over the keys. We both agreed- Ally and myself. I asked them if they wanted the car RIGHT NOW, Ally said no. I was out on a Saturday at Walmart and walk out and my car is being repossessed due to "Non Payment". Not only did they lie but the utter embarrassment. That's their lie, not mine. I told the guy, there is no payment, it's a bankruptcy car and for the inconvenience I will keep the expensive keys, they can make more
5 years ago
SteveW Ogunquit, ME
I never write bad reviews. However, this is my first bad review. Ally Auto is absolutely terrible to deal with. I refinanced my Ally auto loan through a local credit union to get a much better interest rate. The credit union used FedEx to overnight the payoff check to Ally Auto. The payoff check was received and signed for by Ally Auto on October 14. Today is October 24. The payoff has still not been recorded on my account. I called Ally Auto customer service multiple times. Ally cannot find the payoff check even though the check was received and signed signed for. We had a conference call with the Ally Auto representative and my credit union representative and the credit union representative provided the check number and amount but Ally Auto still cannot find the payoff check. I will NEVER do business with Ally Auto again. My recommendation is to use a local credit union for great customer service and lower interest rates!
5 years ago
Lorenzo White Plains, NY
I leased a Jeep Compass 2018 with this bank for 24 months. Close to lease end I requested an extension for 3 months and their "offer" was to pay 3 times the current monthly amount without being able to provide any explanation on why the price got so high (my credit score is above 800 and i always paid the monthly amount on time). Even if i exclude the down payment and any rebates or discount i got from the dealership when i signed the lease 24 months ago, i don't get even close to the price they are offering me for the extension. They don't care about you! I spoke over the phone with them 4 times and their answer at the end was always "take it or leave it". DON'T LEASE WITH THIS BANK
5 years ago
Kimberly DAWN Taylor San Diego, CA
My mother is 78 years old. I took her to navy fed to refinance her car. They called ally to get the payoff, cut tbe check that day, mailed it to ally, and a YEAR later when my mom couldnt figure out why her navyfed payment was 100 a month more then we financed a month, i took her in and was told ally never listed them.as the lean holder which reverted her auto loan to a personal loan. Huh ?? I call ally today was told there was 26.00 left on the loan so they kept the lean. 1st we called THEY gave us the amount, then caused my elderly mom to accumulate 1200 because they gave us the wrong amount and never billed or told us! Pathetic!! 26?? You got paid 24,000! The exact amount you requested!! Cant believe they took advantage of my eldery mom!
5 years ago
Shayla Tallahassee, FL
Absolutely horrible customer service. Not the primarily line but the redemption department. I’m assuming since they deal with people everyday trying recover there vehicles they are a little on edge and rude, however this is what you signed up for! Ally did not coming asking you if you wanted a job! You applied to them. So having a nasty attitude whenever customers are already frustrated about their vehicle is not the answer! You have no idea why they were not able to pay the note on their vehicle! Nor do you know the trials and tribulations that life has thrown at this person! Be considerate and do the job you signed up for in a respectful and u understanding manner! Treat people how you want to be treated and know that karma comes full circle! Your not exempt from any means of it.
5 years ago
Ashley Gainesville, GA
This company doesn't even deserve 1 star. They will harass you even when you have set up to make a payment. I get phone calls stating we are just confirming that the payment will post on the day that you have set up. Are you serious? Not to mention, if you don't answer your phone the first time that they call, which I usually don't, I work from 6:30am til 2:30pm, they will leave you a message and then start contacting your family. How do they contact your family members? I was told by a rep that they have a system and run your name and find potential family members and will just start calling numbers listed. This is harassment in so many ways. And they are spreading confidential information. This is very unprofessional. The reps that you speak with are so rude. I had a financial situation come up. I called them to let them know to work out payments. I didn't want to get behind or to seem like I was just not paying my payment. When I spoke to a rep they asked me why can't I just pay on time and then I wouldnt have to make a payment plan. Just so rude. I've also had to yell over a rep multiple times asking to speak to a supervisor. And then put on hold and then the call is just hung up. I can't tell you how many times I've been hung up on when asking to speak to a supervisor. Don't do busi with them you will regret it from day one!
5 years ago
Jay Grove, OK
It is rediculous to wait on hold for 40+ minutes each time I've called in. Then when I get someone on the phone they are in such a hurry to get off they pass me around and say let me transfer you to the total loss department. Total loss can't do anything regardless of the payoff letter they sent to my insurance company! They sent the letter my insurance cut the check and Gap didn't have to pay anything. But now Ally wants to bill me a little more than half a payment. Not only did they randomly charge this but its after all the deadlines to get gap or insurance to cut a check! ALLY is worthless do not ever deal with them and pray to god you don't have to deal with their worthless total loss department! I will never deal with you all again!
5 years ago
Tyler S
The whole process of receiving an auto loan and then making payments on that loan with Clearlane and Ally is horrendous. It took almost 40 days to complete the process for an auto loan, most of the delays were due to Ally's system not working and unable to upload information when need be. There are also too many people involved who can not make decisions. I was passed around from one person in Florida to the next person in Arizona, then someone in California, and then ultimately back to someone in Arizona. Each time I was passed around for "the next step" I had to wait for them to get confirmation from higher up to proceed. Then when I finally got the loan finished they screwed up and sent the title payment and transfer to the wrong city and county because someone at Ally put the wrong address and zip code on the mailing information even though all of the other documents were correct. The Ally website is also terrible when it comes to making your payments. Mainly because YOU CANNOT MAKE A PAYMENT ONLINE, you can only pay over the phone and accept the charges that apply when paying over the phone. Ally needs to get in this century and make a decent website for handling payments and loan balances. They should be absolutely embarrassed by the garbage that is their website after you log in. If I could do it over again I would have never used Clearlane/Ally and plan to never use them for anything ever in the future.
5 years ago
Paige Libbey Stratham, NH
This company is terrible. I leased a vehicle through them and received a notice prior to turning my vehicle in with instructions stating I should bring my vehicle back to the dealership where I got it. I followed all instructions given by Ally. The dealership assured me the car was all set and any damages to the car were minor enough I wouldn't be charged and I ended up leasing another car through Ally. Silly me to think the dealership I got the car from had the authority to make that decision after being instructed by Ally to take it there!! 3 weeks later after all was said and done and I'm happy with my new car I get a notice from Ally saying I owe $730 on the old car for damages. Letter was dated 6/7 and I received it 6/16, 9 days later (seems like their problem, not mine, right??). The letter stated very clearly that I have a right to make a disagreement within 7 days and 30 days to get my own 3rd party inspection done and if the price is less I can pay that instead. I called them up and complained first that I shouldn't have to pay at all since I was told by the dealership that Ally has a partnership with that I owed nothing and second that how am I supposed to get an inspection done without access to the vehicle? They informed me that there's visible damage to the car documented in THEIR photos by THEIR (biased) inspector, asked me if i had photos to prove that there wasn't damage prior and said i cant get my own inspection because the car has already been sold since its past the 7 days. So what they put in writing apparently was false because I was not allowed to get my own price for the damages. Not to mention I knew the damage existed, but it shouldn't matter if their dealer partner told me the car was all set (if they had good customer service this would be between them and the dealer). The woman I talked to was extremely rude to me and made it seem like I was an idiot for not getting the car inspected on my own prior to turning it in if I wanted my own price for the repairs. How was I supposed to know I needed to do this? I followed the exact instructions given by Ally which was to take the car back to the dealership. I leased another vehicle through them under false pretenses. Apparently they don't care whatsoever about treating their returning customers well. The woman I spoke to argued with me, interrrupted and spoke over me most of the conversation, raised her voice, treated me with disrespect and attempted to get me off the phone by saying "I cant keep arguing with you over the same topics". I will NEVER lease another vehicle through Ally and I wouldn't recommend them to anyone.
5 years ago
