Lisa Grenade G.
Customer service experience
I would like to take a moment to recognize Elizabeth, the Consigliere at GM Financial, where my 2022 Cadillac XT5 is currently leased through. When I first leased my vehicle, I never missed a payment and always paid my note on time. However, when COVID hit, life became very difficult financially. I reached out to GM Financial for assistance, and I was grateful to receive the three payment deferral options that were offered at the time. Unfortunately, as time went on, both my husband and I received cancer diagnoses, and our financial situation became even more challenging. I fell behind on many of my bills and contacted my creditors to try to make arrangements. Sadly, my experience with several representatives at GM Financial left me feeling unheard and unsupported. My requests for help seemed to fall on deaf ears, so eventually I stopped calling and simply paid what I could afford. Fast forward to 2026, and I am still struggling to catch up. A representative recently contacted me regarding a missed payment, which came as a shock because I had made a double payment in January 2025. Once again, the representative showed little concern for my situation. However, before ending the call, he transferred me to the Consigliere department — and I truly believe God allowed that transfer to happen. That is when I spoke with Elizabeth. Elizabeth treated me with kindness, patience, professionalism, and compassion from the very beginning. After over two years of struggling with my account, Elizabeth was the first person who truly listened and offered real solutions. She helped address late fees and even assisted with changing my due date to better fit my circumstances. At a time when I was honestly ready to end my relationship with GM Financial, Elizabeth restored my faith in customer service. She represented the GM brand with excellence, empathy, and genuine care for a customer going through hardship. GM Financial, you truly need more people like Elizabeth representing your company.