Ally Auto
Is This Your Business?1.1
3.5
Overall Score
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jeffrey Leasburg, NC
This is the worst company ever , I had a person buy my loan out directly with ally , waited the grueling 10 days holding , i made several calls to these people and every person on the phone didn't speak clear English and don't know what they are talking about . i got multiple different answers from these people every time i called about the process on the title it took a total of 12 days to process everything and clear the funds , 20 days later after the title and lien was released the funds got returned to the person who paid it after he already took possession of the car, ally specifically told me multiple times after i called that once the lien and title is released that this buyer cannot get a refund , which later on turned out to be a massive lie , because now i have ally calling me demanding i pay them the over due balance , later down the road I finally discovered the person who paid for this was using a stolen bank account and I was a victim of theft and fraud , but ally does not care they say the same crap over and over " im sorry for the inconvenience " why should i be held liable for this do i not have any protections over this ? ally doesn't give a crap about anyone they only care about money and they will run you into the ground over it too , STAY AWAY FROM THEM
2 years ago
Patrick Steele Richardson, TX
Ally has the absolute worst online customer service. They nickel/dime you every chance they get! They're dishonest about how much you owe.
When covid first happened like most I was hit financially. I needed help with my payments. Ally refused to help! One person actually said "that's strange we didn't offer help. We help everyone" . They finally took my car.
Only after I made a complaint to the state they decide the next time I needed help to help. What they didn't tell me was they were going to add another$4000 to my account.
I keep trying to get help and assistance from them but even paying my bill but I get no help. I get nasty customer service. And I don't get any help.
Just stay away from these criminals. They will lie cheat and steal. And the watch dog consumer agencies won't help.
2 years ago
Kristina Powell Chapel Hill, TN
I will absolutely never use them again we have one payment left on our vehicle & both my husband & I came down with Covid he is still in the hospital & I received multiple calls from Ally asking for the payment now grant it I just made a payment at the beginning of the month. Now they are telling me that they are going to repo our vehicle when we only owe $900 with the fees & we have paid off over $28,000 on this vehicle in my mind I own more of the vehicle than they do. I guess they are showing their true colors as to how their customers matter to them no compassion at all just I need a date that you are going to pay not a how is your husband doing or a I’m sorry. Guess what what goes around comes around & one day you will need your customers to care & this one will not I really wish they would shut this place down!
2 years ago
Rhonda Long Wilmington, NC
I have 2 cars financed with Ally Auto . First of all , it would be nice to get someone on phone that actually spoke English clearly . I recently checked my credit scores and obviously , they have placed my account past due for the past year . All payments were made on time . The problem was that on several payments I paid a few days early . If I had the payment early I would submit it . Apparently , they applied both payments to the same month making my account 30 days late for one year . I have called several times to straighten out the mistake and was told they would not fix the issue . I requested that a manger call back , never happened . Once my accounts are paid off I will never do business with them again .
2 years ago
Peter Flemister Elmsford, NY
Absolute garbage service. Am trying to sell my (leased) car due to financial difficulties. Went to a dealership to sell and Ally upcharged the dealership buyout by over $10k, more than the car was bought for new. Refinanced on my own with another bank to buyout the lease, and took several weeks and many calls to get the official buyout letter from Ally. Now the lease is FULLY PAID OFF, and they are now stonewalling me on the title. Where is the title? They won't tell me. They won't send me the title to the car that I now own. If I don't get that title before the end of the year I stand to lose a lot more money. I've never missed a payment or had a late payment, and the level of service has been absolutely trash. Please, if a dealership tries to push you into a deal with Ally, for the love of God walk out and find another dealership.
2 years ago
victoria bremer Doylestown, PA
I wish that I could choose 0 stars. I have NEVER experienced anything as ridiculous as I have working with Ally auto. I have leased a car with them for 3 years - never missing a payment. I am trying to buyout my car. I sent the buyout check OVER a month ago. I have reached out countless times checking on the status of the check. They assured me MULTIPLE times that I would receive my package to sign within 2 days. Now, over a month later... they are saying my cashiers check is not valid even though my name is on it. I have tried to call them multiple times and have received no answer.
I cannot believe that this company gets away with being so horrible. They are withholding thousands of dollars from me. DO NOT work with Ally Auto. Pick any other company!!!!!
2 years ago
Sarah Kennedy FL
I was double charged last month and they refused to refund me. The agent on the phone was unprofessional, and more concerned about getting back to her personal time. This error on Ally's part was due to them stating I had not payed my bill, In which is on Autopay. I checked with the site several times looking for why i had not been charged my auto draft yet, it showed no auto draft set up. To which I know I Infact had set it up. There appears to be a glitch in the website so I just set up a manual payment. Within a couple days I was double charged and now the auto draft appeared to be in effect. I called customer service to talk to an actual person in obvious hopes of a solution, only to be met with a highly unprofessional woman.Due to the lack of rectification on their end it caused me to miss my auto insurance payment, in turn got me canceled. I had to pay additional fees to reinstate, in addition to taking away from my children's birthday. This isn't the first or even the second bad experience with this company. I highly recommend going with another agency. I still have not received my refund either. Im flabbergasted this is how Ally runs their company. You'd think for a long time customer who makes their payments consecutively every month they'd put a bit more effort in a solution in a timely manner as well their professionalism.
2 years ago
Jared Allen Indianapolis, IN
Horrible service all together and minimal support when contacting support. I am currently on day 55 of waiting for my payoff amount difference to be sent to me via mail. They just only now realized it was never sent out and have zero answers as to why it never was sent. Again, this took myself and a car sales manager to reverse engineer their side of things to track it. We literally did their job for them and then some… the most help I ever received was from 6 different reps not knowing the policy and attempting to string together the same talk track they ALL should be on the same page for. ABSOLUTELY DO NOT USE ALLY AUTO, good or bad credit. Don’t mess with their service. 8% APR on decent credit, never missed a payment, often over paid and then some. YET THEY CAN AND WILL BEND YOU OVER WHEN POSSIBLE
2 years ago
rick myers Toronto, ON
Should have a "0" Star rating.
If anyone that is leasing a vehicle do not use ALLY unless you like to have many customer service reps tell you one thing, others another, document on web site another and so on.
I have never been given more inaccurate information by representatives from same company in my many years of dealing with people.
In a nut shell:
Decided to trade in at a dealer ship not associated with ALLY.
My buyout was 20,000. They were given a buyout of 42,000... more than the car was new. Called dealer where I leased it from, they said only option is to turn in there.
Car had low mileage, called Carvana, offered me 29,000.
Decided to buy it out myself then re-sell to Carvana.
6 Weeks later still no title, they have had money for a month.. many calls.
Website says, send certified or bank check and would have within 10 days. I sent next day UPS.. waste of money but at least I had tracking information..
4 weeks in a requested a supervisor.. just gets worst..
Hopefully this will be past me.. but the sour taste will never go away..
2 years ago
Jordan Graham Windsor Mill, MD
This is by far the worst experience ive had dealing with any organization. During covid i lost my job and needed a 2 month deferment/extension to get back on my feet. I spoke with a representative who had me pay a fee of $364 for the service (makes sense) a month later my credit is dropped for a “late payment” and come to find out the payment was put towards the loan and not the deferment and there is no record on my profile of a deferment, matter of fact there are no notes on my profile at all. So i call again to figure out what was going on and the representative says that I called and canceled my deferment. From then i knew there wss something sketchy about Ally because i didnt have a job, why would i pay for a service, and cancel it given my situation. Again there was no call log or profile notes concerning my cancellation other than the notification, of which did not come from any action i took. A manager spoke to me and i explained to her the situation and we settled on a courtesy request to allow me to get the deferment i had previously paid for, and i was to hear back within 2 days. That was sept 30th and since then i have heard nothing back from anyone but collections despite my calls every 2 or so days to speak to a manager concerning my courtesy request, of which was scrubbed from my profile notes because there were days reps and managers could see the unread request up until last week, and now there is no record of any deferment requests at all other than my “cancellation”. Regardless ally got another payment out of us that we requested, were eligible for, and specifically paid for over the phone.
I will never return to ally auto, neither will my family, customers, nor the people i reference. Sad part is i know im not the only one.
2 years ago
CORRADO INFANTINO Plant City, FL
This is the worst possible bank to do any type of business with! Their customer service is the worst I have ever dealt with, they don’t do a single thing for their customers, to HELP their customers. This bank not only had my vehicle towed at 3 am from my own driveway but then they told me in order to release my car I had to pay a little over $1100 to get my car back and not only did I do that, I paid over $7000 to pay the entire vehicle off instead and they still sent my car to auction and still have the $7000 I paid to have my car back! This company is a disgrace, including the actual people who work there. I have spoken to many representatives here with my frustration levels being over the top and sure, there’s a certain way of handling difficult customers like myself at the time but the way they handled themselves was certainly not the proper way and I made that very clear to each and every one of them! I’m currently on hold with them now for 40 minutes just to get a supervisor on the line, apparently my representative here can’t find a single supervisor in the whole building they are working in to take my call… I will personally make this supervisor hop in his car and drive the 3 hour distance they drove my car to, to pick it back up and bring it to my house because this is ridiculous, I’m not paying these people another single dime!
2 years ago
Dodson Owings Mills, MD
This is the worst company ever. During this terrible time of a pandemic, they have NO compassion or understanding of what their customers are going through. Many have not been able to get employment and ask for just a little help from them. They turn their backs of down and out customers who in the past did everything they could to make their payments on time. We are in a pandemic and you would think they would be more understanding and offer their customers some help. They DO NOT! They, instead, offer no help or solution to struggling customers. They refuse to offer any help and report them to the credit union, making matters even worse. Given another opportunity, I would NEVER do business with Ally Financial again. I asked them if I could defer a couple of payments until I was able to catch up. They refused to help me. People are struggling during this pandemic and they don't care.
2 years ago
Kelsy Russell Charlotte, NC
I’m on my second loan with Ally. I’ve never been late on a payment. My home was just impacted by Hurricane Ida to point I can’t return to it. I’ve lost most of what I own. I’m trying to relocate near family right now so I called to have a couple payments deferred. My car is everything right now. I can’t lose my car and I can’t take a hit to my credit for no reason. They denied my deferment due to it being a fairly new loan. I would understand in most situations, but I’ve literally lost everything and I’m only asking for a couple months Deferred while I deal with the emotional and financial trauma brought on by a natural disaster. Customer service told me they can’t help. They were sorry about my situation, but I have 10 days to make a payment before it’s reported to my credit. I asked to speak to a supervisor and , after being given the run around for 30 minutes, I was put on hold for 1 1/2 hours until I finally hung up. Their answer is to ignore a customer until they hang up. A company this big can’t DEFER a couple payments to help me in a time like this?
2 years ago
Prem pokhrel Checotah, OK
I've been with ally auto since 2018 and just now once I've paid off the amount there comes the trouble. The department who handles the credit reporting does not have the phn number. I can't get hold of them, it's been 2 months and it still haven't reflected on my credit history, I've talked with representative for more then 7-8 times.. They are nice and polite will do their best to help, but they are also restricted on things they can do. I don't own them any amount now but it still says my account is active on credit report. For other people who are looking forward to use ally I' would find other options. At the end Ally will make you helpless and all you can do is wait. I've already called the Trans union and dispute the transaction. hoping for the best. F**k ally Financial, I will never ever work with them. they made me feel helpless at the end.
2 years ago Edited September 16, 2021
David Cape Coral, FL
I've had three cars financed through Ally and all three experiences were good. They are pleasant to work with and helpful if you encounter a few bumps in your road to paying down your loan.
2 years ago
Chris Wilson Grand Rapids, MI
You guys have THE WORST customer service. The worst I’ve ever had to deal with in my life. I keep getting the run around with your customer service team, no one has the same answers and Im tired of playing this game.
I’m a really easy going guy, but geez I want to be a Karen so bad. If you guys had a physical address I’d be in the building right now.
Can’t even get a simple release of lien letter. I can’t even begin to understand why it would take 30 days to FAX me a release letter. Why? Because your company is ran by idiots.
The first 10 people (I called a different person everyday) said 7-10 days. I waited 7-10 days. Then I call back they have 3 different people tell me 1-2 days. I wait. Now someone today tells me 30 days. What’s the answer? Why can’t I get something faxed? Why is that not instant? Just ridiculous and unprofessional.
2 years ago
Eric Sopp Denver, CO
(For Ally Auto):
1. Weeks have passed and a supervisor will not call back.
2. Online system does not allow secure messages to be sent.
3. I hear different things from every department. SCRA says my issue is "being handled." A different department says "it's being looked into."
4. All email addresses given to this point to resolve issues have been invalid.
5. Company was unable to manually take payment or change the amount of autopay.
6. Took approximately 4 months just to get my SCRA benefits as their system would not accept my active duty orders.
7. Due to their online system not taking the correct payment amount, I was only left to cancel my autopay to pay my correct amount manually.
8. After paying correct amount manually I was unable to set up autopay as system said "no payment is currently due."
9. This resulted in a late payment while on deployment and not having internet access.
10. Doubtful the company will remedy the situation based on previous experience.
2 years ago
katie stone San Diego, CA
I leased my car through Ally and was planning on doing a lease buy out. I’ve stated that multiple times talking to people. I was out of town when my car was repossessed even though payments were all caught up and they did not bother to send me written or verbal notice. Now for 7 days straight I have been relentless in trying to get a hold of ANYONE at Ally via phone and email that can give me any information about not only where is my vehicle but how do I get my vehicle back and how to do a lease buy out. I’ve tried calling every single department possible and I keep getting transferred to different departments until someone eventually disconnects or hangs up on me because no knows the answer to my very basic questions. There has to be someone in charge of my account and there has to be a way to get a hold of this person. It feel like I have a better shot of getting a hold of the wizard of oz. it has been a week now that I do not have a vehicle to get back and forth from work or transport my son to school or the hospital god forbid he has an allergy attack. No one has gotten back to my emails and I’ve sent one to every email on the website and it has been a week, no response. This is unacceptable and down right outrageous to do to people in a time like this when we’re all just trying to hold onto our jobs through a pandemic.
2 years ago
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.
2 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.
2 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!
2 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.
2 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!!!!!!
2 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.
2 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.
2 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.
2 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!!
2 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
2 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.
2 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!
2 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.
2 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.
3 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!!!!!!!!!
3 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.
3 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
3 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.
3 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.
3 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.
3 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???
3 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??
3 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.
3 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!
3 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.
3 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).
3 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
