Issues › Vehicle loan or lease
Who is complaining aboutGetting a loan or lease?
When looking at complaint volume about a company or product, consider company size and/or market share. For example, companies with more customers may have more complaints than companies with fewer customers.
The CFPB does not verify every allegation in a complaint before publishing it.Consumer Financial Protection Bureau, Consumer Complaint Database. A complaint is a consumer's account of a problem; it is not a finding against the company.
2,584 complaints in the 12 months to 1 Oct 2026 carry the CFPB issue label “Getting a loan or lease”, about level with the 2,545 of the 12 months before; 13,989 since 2017.
100% of them were filed under the product “Vehicle loan or lease”, where the issue makes up 10.6% of that product's complaints.
Company responses on this issue: 89.9% closed with an explanation, 4.5% closed with non-monetary relief, 1% closed with monetary relief, and 3.4% still in progress when the file was published. 96.9% were timely.
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Vehicle loan or lease | 2,584 | 100% |
Sub-issues
| Sub-issue (CFPB label) | Complaints | Share |
|---|---|---|
| Loan opened without my consent or knowledge | 859 | 33.2% |
| Confusing or misleading advertising or marketing | 470 | 18.2% |
| Changes in terms mid-deal or after closing | 343 | 13.3% |
| Credit denial | 272 | 10.5% |
| Problem with signing the paperwork | 215 | 8.3% |
| High-pressure sales tactics | 183 | 7.1% |
| Problem with additional add-on products or services purchased with the loan | 172 | 6.7% |
| Did not receive car title | 37 | 1.4% |
| Problem with a trade-in | 33 | 1.3% |
Which companies, with their size
Ordered by the number of complaints carrying this issue in the last 12 months.
| Company (as named by the CFPB) | Complaints, 12 months | Share | Company size | Per $1bn assets |
|---|---|---|---|---|
| Westlake Services, LLC | 170 | 6.6% | no public measure | — |
| SANTANDER HOLDINGS USA, INC. | 167 | 6.5% | $104bn assets | 1.61 |
| ALLY FINANCIAL INC. | 162 | 6.3% | $188bn assets | 0.86 |
| CAPITAL ONE FINANCIAL CORPORATION | 154 | 6% | $662bn assets | 0.23 |
| CREDIT ACCEPTANCE CORPORATION | 142 | 5.5% | no public measure | — |
| TOYOTA MOTOR CREDIT CORPORATION | 95 | 3.7% | no public measure | — |
| Exeter Finance, LLC. | 89 | 3.4% | no public measure | — |
| HYUNDAI CAPITAL AMERICA | 64 | 2.5% | no public measure | — |
| NAVY FEDERAL CREDIT UNION | 57 | 2.2% | $204bn assets | 0.28 |
| General Motors Financial Company, Inc. | 56 | 2.2% | no public measure | — |
| WELLS FARGO & COMPANY | 52 | 2% | $1.92tn assets | 0.03 |
| JPMORGAN CHASE & CO. | 51 | 2% | $4.09tn assets | 0.01 |
| Carvana Group, LLC | 51 | 2% | no public measure | — |
| Global Lending Services LLC | 51 | 2% | no public measure | — |
| Bridgecrest Acceptance Corporation | 48 | 1.9% | no public measure | — |
| AMERICAN HONDA FINANCE CORP | 48 | 1.9% | no public measure | — |
| TRANSUNION INTERMEDIATE HOLDINGS, INC. | 47 | 1.8% | no public measure | — |
| Experian Information Solutions Inc. | 45 | 1.7% | no public measure | — |
| Tesla, Inc. | 45 | 1.7% | no public measure | — |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 43 | 1.7% | $2.65tn assets | 0.02 |
| EQUIFAX, INC. | 39 | 1.5% | no public measure | — |
| Mercedes Benz Financial Services | 38 | 1.5% | no public measure | — |
| American Credit Acceptance, LLC | 38 | 1.5% | no public measure | — |
| FORD MOTOR CREDIT CO. | 37 | 1.4% | no public measure | — |
| CarMax, Inc. | 33 | 1.3% | no public measure | — |
| All other companies, including those not listed by name | 762 | 29.5% | — | — |
CFPB: “When looking at complaint volume about a company or product, consider company size and/or market share. For example, companies with more customers may have more complaints than companies with fewer customers.” The CFPB does not verify every allegation in a complaint before publishing it. 7 of the 25 companies in this table have a public size measure. “No public measure” means the company could not be matched by name to a single institution in the FDIC, NCUA or HMDA files, not that it is small.
How companies responded
- Closed with explanation2,324 · 89.9%
- Closed with non-monetary relief117 · 4.5%
- In progress89 · 3.4%
- Untimely response29 · 1.1%
- All other categories25 · 1%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 5.7% | 31.5% |
| Closed with monetary relief | 1% | 0.5% |
| Responses marked timely | 96.9% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Getting a loan or lease” mean?
It is one of the options a consumer selects on the CFPB complaint form to describe the problem. The label is the consumer's choice and is not checked by the Bureau. Sub-issues recorded under it include “Loan opened without my consent or knowledge”, “Confusing or misleading advertising or marketing”, “Changes in terms mid-deal or after closing”.
How many complaints carry this issue?
2,584 in the 12 months to 1 Oct 2026 and 13,989 since 2017.
Which products does it apply to?
“Vehicle loan or lease” (100%).
Does the CFPB verify complaints?
The CFPB does not verify every allegation in a complaint before publishing it. Counts on this page show what consumers reported, not what was found.
Provenance
Source: Consumer Financial Protection Bureau, Consumer Complaint Database, bulk file downloaded 1 Oct 2026, complaints received through 1 Oct 2026. Only coded fields are used (company, product, sub-product, issue, state, dates, company response, timeliness); complaint narratives are never read, stored or shown. Complaints are published once the company responds or after 15 days, so the most recent two to three weeks are incomplete. Size measures: FDIC BankFind (report date 30 Jun 2026), NCUA call reports (30 Jun 2026), HMDA transmittal sheet (2025), Census Bureau population estimates (2025). All are US government works. Search the CFPB database · Methodology · Report an error.