Help Centre

Other FAQs

• Am I required to make my vehicle payments at the same time every month throughout the year?

  You can schedule payments in varying amounts when you choose. This might be ideal if your income is not earned on an regular basis, for example if you are self employed or are paid on a sales commissions basis. However, you must ensure that the payment is paid in full on the contractual due date. For additional details, contact us.

• Are there any penalties if I want to pay off my contract early?

  No, there are no penalties if you choose to pay out your account early. This is part of our “No Penalty Early Payout Policy.”

• At lease-end, do I have to return my vehicle to the dealer that originally leased it to me?

  No, you can return your vehicle to any similar franchise to sell your particular vehicle in Canada.

• At the end of my contract, how do I pay off my outstanding balance?

  You can make your final payment in one of the following ways:

  • Send in a cheque or money order by mail to:
    PAYMENT PROCESSING CENTRE

    PO BOX 5100 STN D
    ETOBICOKE , ON , M9A 5H2
  • By telephone or internet banking
  • Use certified funds (bank draft, certified cheque or money order) at any similarly franchised dealer (by appointment only).

  Note: We're sorry, but Ally Auto is not an authorized agent with any credit card company, so we cannot accept payments by Visa, MasterCard, American Express or other credit cards.

• Can a family member buy out my lease for the same price that I can?

  Yes, except in the Province of Quebec. A lessee's buyout price is also applicable to a co-lessee or an immediate family member.

• Can a friend buy out my leased vehicle?

  No, a leased vehicle can only be sold to the lessee, co-lessee, their immediate family members (except in Quebec), or an Ally Auto accredited GM or Chrysler Canada, Inc. dealership.

• Can I access my credit file online?

  Yes, you can. Please go to https://www.econsumer.equifax.ca/ca/main or http://www.transunion.ca/.

• Can I add or remove a name on my contract and registration?

  Please contact us if you have questions about adding or removing a person on your contract or lien.

• Can I change my due date?

  Yes, your due date can be changed at the time of purchase or lease – discuss this request with your dealer, as some fees may apply. After your contract is signed, you can contact us to discuss your request.

• Can I change my due date after delivery?

  Yes, your due date can be changed. Contact us to discuss your request.

• Can I extend my lease if I am waiting for a new vehicle to come in?

  Yes, you can extend your lease. You might be charged a fee for the extension, and there might be a limit on how many extensions you can request. Contact us for information.

  Simply give us your factory invoice number and we'd be happy to extend your lease. Your guaranteed "Option-to-Purchase" price will remain the same for up to 3 months.

  You also don't need to worry about excess kilometre charges. The allowable kilometres under your current lease agreement will be adjusted accordingly for the extension period.

• Can I get an extension at the end of my lease?

  Yes, you can extend your lease. You might be charged a fee for the extension, and there might be a limit on how many extensions you can request. Contact us for information.

• Can I get one billing statement for all of my vehicle accounts?

  Yes, we offer a consolidated billing statement for our business customers who have multiple accounts with us. This is a single billing statement that combines monthly invoices for open retail accounts and leases. You can then write one cheque instead of multiple cheques to make your monthly payments.

  Note: Your accounts must have the same payment date. You cannot be receive a consolidated billing statement if you are enrolled in the Pre-authorized Payment Plan.

  To sign up, please contact us.

• Can I make a lump-sum payment on my auto account?

  Yes, you can make a lump-sum payment on your account to lower your monthly payments or pay out your loan sooner.

• Can I obtain a copy of the inspection performed at the dealership when I returned my leased vehicle?

  Yes, you can visit www.inspections.ally.com and view the inspection report of your returned vehicle.

  Your account number or vehicle identification number (VIN) is required.

• Can I reduce my insurance coverage if I plan to store my leased vehicle for the winter?

  Vehicles leased with GMAC Leaseco Corporation must carry $1 million public liability and property damage comprehensive (fire and theft) coverage.

  Collision coverage may be reduced or removed if the vehicle is not driven at all during the storage period.

  A Storage Letter, provided to, and approved by GMAC LeaseCo, must indicate the storage location of the vehicle.

  For additional details, please contact us.

• Can I request a monthly billing statement if I make my payments under the Pre Authorized Payment Plan?

  No. However, you may contact us to request that a Transaction Summary Report be sent monthly, semi-annually or annually to your address.

• Can I return my leased vehicle before my scheduled end date?

  Yes. Check your lease agreement to determine what you will owe when you return your leased vehicle early.

  Note: Under certain conditions, you may receive a refund. Please see your lease agreement for details.

• Can I transfer my contract or lease account to another person?

  You could be eligible to transfer your contract or lease account to another person who qualifies. Please contact us or your local dealer for assistance and to receive an application.

• Can someone take over my lease?

  Yes, if you already have someone in mind to take over your lease, the new individual must visit a similarly franchised dealer, submit a credit application and be approved by Ally Auto.

• Can you include accounts with different due dates in a consolidated billing statement?

  No, all accounts must have the same payment due date to be included in a consolidated billing statement. Additional requirements may apply. Contact us for details.

• Does the warranty run out if I pay off my lease or contract early?

  No, the warrant does not run out if you pay off your lease or contract early; however, for further details regarding your warranty, please contact your vehicle's manufacturer.

• How can I cancel my pre-authorized payments?

  Go to Ally Auto Online Services at lease two business day to cancel a pre authorized payment.

  • From the My Vehicles screen, select the Edit Pre-authorized Payment Plan option.
  • Select Cancel Pre-authorized Payment Plan

  You can also contact us to stop the Pre-authorized Payment Plan.

• How can I change my name on my contract or lease?

  Provide a copy of your marriage certificate or divorce decree with your account number or vehicle identification number (VIN) by fax to 1-800-673-1227, or contact us. Typically, we can make your requested change within 48 hours.

• How can I contact Customer Service?

  Please contact us and view our hours of operation

• How can I determine excess kilometres or wear charges at the end of my lease?

  You'll find excess kilometres and wear charges in your lease agreement. You can also:

  • Check out our Excess Wear Table;
  • Use the Wear Tool to determine whether your vehicle has excess wear;
  • Check with your dealer to determine approximate excess wear costs. Dealerships can sometimes repair or replace items with excess wear before you return the vehicle;
  • Refer to the Welcome Kit we sent to you when you signed your lease agreement.

• How can I get a payoff quote for my lease vehicle?

  You can purchase your lease vehicle for the "Option-to-Purchase" price (plus applicable taxes and fees, if any) detailed in your lease agreement.

  Login to Ally Auto Online Services to obtain your Lease Buyout Quote.

• How can I get my current credit file information?

  You can contact the consumer reporting agencies at:

  EQUIFAX OF CANADA

  PO BOX 190 STN JEAN TALON
  ANJOU, QC, H1S 2Z2

  Phone: 1-800-465-7166

  Fax: 1-800-465-7166

  
  

  TRANSUNION OF CANADA
  SALES AND MARKETING DIVISION

  325 MILNER AVENUE, SUITE 1501
  TORONTO, ON, M1B 5N1

  Phone: 1-416-609-2070

  Fax: 1-905-527-2360

• How can I obtain a copy of my contract or lease agreement?

  You should have received a copy of your contract or lease agreement from your dealership when you bought or leased your vehicle. If you don't have a copy, you can request a copy from your dealership. If the dealership is no longer in business or unable to assist you, please contact us.

• How can I protect myself from excess wear?

  You can keep your vehicle running its best by:

  • Following your vehicle maintenance schedule found in your owner's manual;
  • Performing any required repairs at your dealer.

  If you have SmartWear, you're already protected against many excess wear costs you might otherwise have to pay at your lease's return.

  Refer to your SmartWear addendum provided when you signed your lease agreement.

• How do I access my vehicle account information online?

  Select Log in or My Accounts

  Continue by entering your username. Select Auto Accounts and enter your password.

• How do I change my Ally Auto username?

  Log in to Ally Auto Online Services and select My Online Profile under Manage My Profile.

• How do I change my contact vehicle account information?

  Log in to Ally Auto Online Services, select Account and then Account Information to edit your desired address to update.

  Note: Some finance customers can change their address through Ally Auto Online Services. Otherwise, please contact us and be ready to provide your Ally account number or vehicle identification number (VIN).

• How do I change my payment due date?

  Please contact us to change your due date.

• How do I change my trusted image or challenge questions for Ally Auto Online Services?

  Here's how to change your trusted image or challenge questions:

  • Log in to your account at www.ally.ca/auto
  • Go to My Online Profile
  • Select either Trusted Image or Challenge Questions
  • Follow the instructions to make your updates

• How do I get a duplicate registration or letter of release if I've paid off my vehicle?

  If your registration is lost or misplaced and we held the lien:

  Contact us, and we'll provide you with a letter confirming that our lien has been released.

  Please have the following information ready:

  • Vehicle identification Number (VIN)
  • Year, make, and model of vehicle
  • Province where the vehicle was last registered
  • Name as it appears on the registration certificate

  For duplicate registration requests:

  Contact your province's ministry of transportation.

• How do I initiate a disability claim? Or in the case of life insurance, how can a family member or executor initiate this claim?

  You can contact the insurance carrier (check your insurance certificate) or contact the selling dealer.

• How do I request a copy of a billing statement?

  Please contact us to request a copy of a billing statement that was mailed. Want to view a snapshot of your billing details? Log in to Ally Auto Online Services to view.

• How do I set up automatic recurring payments (Pre-authorized Payment Plan)?

  To set up automatic recurring payments with Pre-authorized Payment Plan:

  • Log in to Ally Auto Online Services.
  • Go to My Vehicles and select the account you want to enroll in the Pre-authorized Payment Plan.
  • Select Enroll in Pre-authorized Payment Plan, and enter your financial institution, transit number, and account number.

• How do I update my financial institution information?

  To change or delete your Financial Institution information or account information:

  • Log in to Ally Auto Online Services:
  • Under Manage My Profile, select My Payment Accounts.
  • Enter new Financial Institution information, accept authorization, and select Save.
  • Log in to Ally Auto Online Services and, under Manage My Profile, select My Payment Accounts.
  • Select the Financial Institution information you want to delete.
  • Enter your new bank account information, accept authorization, and save.

• How long does it take to complete a transfer?

  If approved, transfers typically take from 7 to 20 days from the date we receive a completed credit application.

• I drive and pay for my car. Why did my co-lessee/co-purchaser receive a late payment notice?

  When your co-lessee/co-purchaser signs the lease agreement/conditional sale contract, they assume the same obligation and will receive a late payment notice.

• I just recently moved to another province. What do I need to do to register my vehicle?

  You will need a Letter of Authorization. For details, please contact us.

• I need a tax statement showing how much interest I have paid. Where can I obtain one?

  Please contact us to request a statement.

• I want to create a consolidated billing statement. Can I change the payment due date for my accounts?

  Yes, you can change your payment due date for your accounts when you create your consolidated billing statement. You can only make this change once. There may be additional fees to add accounts to your consolidated statement after this one-time change of your payment due date. Contact us for additional details.

  Note: If you've created a consolidated billing statement for your existing accounts with us and you are entering into new financing, let your dealer know your preferred payment due date before signing your contract.

• I want to sell my vehicle. How do I get my registration?

  For finance customers:

  We'll mail the registration (in provinces where we hold the title) or release of lien to the primary account holder's address after receipt of funds and verification of payoff. You can mail your payment to the Payment Processing Centre.

  • If you mail your payment, you can speed up your payoff by sending certified funds. We don't need to place a hold on certified funds.
  • We can release our lien directly with the province if your province has an electronic title program and your record is held electronically. Your province's ministry of transportation will either provide you with a clear title or remove your creditor's name from the vehicle's registration record.

  For lease customers:

  Please contact us for assistance.

• I would like to subscribe to your auto insurance. Who do I contact for rates and more details?

  Contact SmartCoverage Insurance at 1-877-388-9898 for a quick, no-obligation quote.

• If I return my leased vehicle, will the vehicle be inspected?

  Yes, the vehicle will be inspected by an independent company at the dealership after you return it. You can view the report for your vehicle at Inspections.

• I'm moving to the USA. Can I take my leased vehicle?

  No, you cannot take the vehicle outside of Canada for a long period of time. If you're moving outside of Canada for more than 6 months, please contact us and choose one of the following options:

  • Buy out the lease.
  • Complete a Transfer of Lease Obligation to someone living in Canada.
  • Have a dealer buyout the vehicle.
  • Return the vehicle to a similarly franchised dealer in Canada and make all remaining payments (choice #2 on the reverse side of your lease agreement), including excess km/wear.

• I'm on the Pre-authorized Payment Plan, and I just found out that my payment was returned non-sufficient funds (NSF). What should I do?

  After the first attempt, Ally will make a second attempt to obtain the payment from your financial institution within 2 to 3 days. If the second attempt returns non-sufficient funds, contact us to reinstate the pre-authorized payment plan.

  If funds are not available within a specified timeframe, contact us.

• Is it possible to defer my payment?

  In some cases, yes you can defer your payment.

  Payment deferral is often an option for reasons such as:

  • Emergency
  • Medical reasons
  • Death in the family, etc.

  Please note that some conditions and fees may apply. Contact us to discuss payment deferral.

• Is my information secure on your site?

  We use multiple levels of security to help protect your information. We use 128-bit Secure Sockets Layer (SSL) encryption for all communications between your browser and our servers.

  Here's how you can tell communications are encrypted:

  • Look for the padlock at the bottom of your browser window.
  • Confirm that the URL begins with https:// .

  Use these tips to protect your information online:

  • Don't use a password that can be guessed by someone you know.
  • Never write down your password or give it to anyone else.
  • Always log out when you've finished with Ally Auto Online Services.
  • Always exit your browser after you log out.
  • Select password hint questions that others won't know or easily guess.

• Is there a fee to extend my lease?

  Yes, we extend by month-long increments and the fee is usually equal to one regular month's payment.

• Is there a fee to transfer a loan?

  Yes, a transfer fee of $550.00 CAD (plus applicable taxes) is charged to cover all costs related to:

  • Lien registrations
  • Credit analysis
  • Document preparation
  • Life/Disability cancellations
  • Internal record modifications
  • Mailings
  • Insurance verification

• My account has been charged off. How do I make a payment on it?

  Mail your payment to:

  PAYMENT PROCESSING CENTRE

  PO BOX 5100 STN D
  ETOBICOKE , ON , M9A 5H2

  
  

  Note: Please be sure to include your name and account number on your cheque.

• My Ally Auto account is fully paid. How do I obtain a cancellation form for my Insurance Corporation of British Columbia (ICBC) insurance?

  To receive an original cancellation form, please contact us. We cannot fax or mail the forms to you. The original forms will be mailed to you by ICBC.

• My due date is on the 31st. If the month has 30 days or less, when will my payment be deducted?

  Your payment will be deducted on the last day of the month (i.e. February 28 / 29, April 30, June 30, Sept 30, Nov 30).

• My kilometre requirements have recently changed on my leased vehicle. Can I purchase additional kilometres?

  Please contact us for details about purchasing additional kilometres.

• My vehicle was involved in an accident. What should I do next?

  First, call the local police and your insurance company.

  Then contact us and be ready to provide the following information:

  • Vehicle identification number (VIN)
  • Date of accident
  • Location of vehicle
  • Police report number (if available)
  • Name and Phone number of insurance carrier/broker
  • Policy number
  • Name and Phone number of insurance adjuster

• Should I register my computer?

  It depends. If it's a private computer you use all the time, like one you use in your home, it's a good idea to register it; you'll only have to enter your username and password when you log in.

  It's not a good idea to register a public computer like those in a public place, like a library or coffee shop. When you log in from a public computer that you haven't registered, we'll use additional verification in the form of challenge questions to make sure it's really you.

• What accounts are eligible for Ally Auto Online Services?

  All automotive accounts financed through Ally, Ally Credit Canada Limited, GMAC Leaseco Corporation, Subaru Financial Services by GMAC, ResMor Trust Company, and other authorized creditors are eligible except under the following conditions:

  • You've paid your account in full.
  • You've returned your leased vehicle.
  • Your account has been closed or cancelled.

  If none of the above applies to you, or you can’t access your account online, contact us.

• What are challenge questions and why do I need them for Ally Auto Online Services?

  Challenge questions are questions you set up on our site that we'll ask when you log in from a computer that's not registered with us. These questions provide additional security to your account by helping prevent someone who is not you from accessing it. When you answer these questions correctly, we'll know it's you trying to log in to your account.

• What are my Ally Auto Online Services payment options?

  • Pre Authorized Payment Plan — your monthly payment is withdrawn directly from your chequing or savings account on your due date.

  Already have Ally Auto Online Services but not making pre-authorized payments?

  Enroll in the Pre-authorized Payment Plan.

  Not signed up for Ally Auto Online Services? Start using online services today.

• What are my options at the end of my lease?

  At the end of your lease agreement, you can:

  • Keep or sell the vehicle yourself and pay the fixed purchase price listed in your agreement as well as remaining payments and additional fees;
  • Keep the vehicle and refinance the outstanding balance, which is subject to credit approval;
  • Return the vehicle to the dealership. You'll be responsible for excess kilometres and any wear charges.

• What are my payment options if I have lease-end charges?

  You can make your payment by mail or contact us when you receive notice that lease-end charges are due.

  Mail your payment to:

  PAYMENT PROCESSING CENTRE

  PO BOX 5100 STN D
  ETOBICOKE , ON , M9A 5H2

• What do I do if my vehicle is repossessed?

  We'll send you a notice outlining how you can get your vehicle back after it has been repossessed. For details, contact us.

• What do I need to do to return my vehicle at the end of my lease?

  • Inspect the vehicle yourself for excess wear before you return it. (Use our Wear Tool) to help determine extent of damage)
  • Compare your current kilometres against what's allowed on your contract. If your current kilometres are greater, you may have to pay for the excess.
  • Contact your local dealer to arrange to turn in your vehicle
  • When you return your vehicle, please bring the following:
    • A copy of your lease agreement
    • All original equipment, including keys, keyless entry remotes, DVD player, headphones, DVD remote, etc.
    • All documents you received at the beginning of your contract, including the owner's manual and maintenance guide
    • The vehicle's registration certificate
  • While at the dealership, be sure to complete a lease termination report to document current mileage.
  • If you need a vehicle, ask your dealership about a new vehicle.
  • Contact us to tell us when you returned your vehicle.

• What financing options do I have available if I decide to purchase my vehicle?

  Ally Auto has a variety of financing terms available for qualified buyers. Check with your local dealership for financing information.

• What happens if my financed vehicle is totalled?

  You're responsible for the balance on the account even if your vehicle is totalled.

  If you have no insurance:

  Please contact us so we can assist you.

  If you have insurance:

  Contact your insurance company to begin the claim process. After you’ve made your claim, please contact us to provide:

  • Date of loss
  • Location of vehicle
  • Kilometres
  • Deductible amount
  • Claim number
  • Adjustor’s name and phone number
  • Email address for the insurance company
  • Insurance company name
  • Physical street address and P.O. box address where the insurance company would like the title mailed
  • Any settlement amount

• What is considered “excess wear”?

  Excess wear is anything beyond normal vehicle wear and tear. It's caused by such things as neglect, abuse, damage or poor maintenance.

  Excess wear includes:

  • Broken glass
  • Dented body parts
  • Damaged mechanical or electrical parts
  • Stained or torn interior fabric
  • Missing equipment that was in or on the vehicle when it was delivered and was not replaced with equipment of equal quality and design.

  Excess wear also includes things that can impair a vehicle's resale value, such as changing the vehicle's appearance or using inferior parts or materials for repairs.

• What is Guaranteed Asset Protection?

  More commonly known as "GAP" protection, this feature is included on all GMAC Leaseco lease agreements. If an accident, fire or theft results in the total loss of your vehicle, you do not have to worry about a gap between the lease agreement obligation and the insurance settlement.

  All you pay is the insurance deductible, provided that all of the contractual agreements of the lease have been fulfilled prior to the accident or theft.

• What is a trusted image?

  The trusted image is a picture you select to be displayed on our site when you log in. You'll know it's us because it's something you picked that only we know. Never enter your password or other personal information if you don't see the trusted image you selected.

• What is your online privacy policy?

  View Ally's Online Privacy Policy here or select the Privacy Policies link at the bottom of the page.

• What should I do if there is a recall on my vehicle?

  Contact your selling dealer or contact us for assistance.

• When can I expect to receive my paper billing statements by mail?

  Billing statements are mailed approximately 20 days prior to your due date.

• When do I get my security deposit back?

  If you paid a security deposit when you signed your lease, we'll refund your security deposit after you've returned your vehicle to the dealership and the vehicle has been sold at auction. We'll deduct any unpaid amount you owe under your lease agreement from your security deposit.

• When will I be notified about my end of lease?

  You should notified within 45 days of your scheduled lease end date. This notification will include information about your end-of-lease options and how to prepare for the option you choose.

• Where can I view my payment activity for my vehicle account?

  To view payment activity:

  • Log in to Ally Auto Online Services.
  • Select Payment History.

  You can also contact us to obtain your payment information

• Where can I view my total balance or next payment due on my vehicle account?

  To view your balance or next payment due:

  • Log in to Ally Auto Online Services.
  • Go to My Vehicles and view your summary information.
  • Or select Billing Details to view more information.

  You can also contact us to obtain your current balance and payment information.

• Who holds the lien on my vehicle?

  Ally Auto places liens on all financed vehicles in accordance with the provisions of provincial personal property security law.

  The registration is done to protect Ally Auto's interest in the unlikely event of a default on the loan.

• Why did I receive a late payment charge notice on my vehicle account or lease?

  As outlined in your Lease Agreement/Conditional Sales Contract/Contract of Sale by Installment— for any amount that remains unpaid, an appropriate late penalty charge will be assessed. Contact us for additional information.

• Will I receive a refund for any unused additional kilometres I paid for when I leased my vehicle?

  In some instances, you may receive a refund for the unused additional kilometres you paid for when you signed your lease. You will not receive a refund if the lease ends early, you buy your vehicle or the vehicle is a total loss. See your lease agreement for details or contact us.

  For details about additional kilometres on your lease, please contact us.

• Will the monthly payment change if I transfer my account?

  Leases: The monthly payment amount will change because of use and taxes, which are different for each province.

  Contracts: There should be no change to the monthly payment. Contact us for additional details.

• With a lease, what type of maintenance should I expect?

  Here are a few suggestions to maintaining your leased vehicle:

  • Keep your vehicle clean.
  • Get your vehicle serviced in accordance with the manufacturer's recommended maintenance schedule. (Refer to your owner's manual for details.)
  • Complete all required recalls issued by the manufacturer.
  • Maintain fluid levels, change the oil and oil filter, rotate tires and maintain tire pressure, and inspect and replace belts and hoses in addition to other maintenance. (Refer your owner's manual for more details.)
  • Maintain a log book with details about repairs, maintenance, routine checkups and recalls.
  • For maintenance and/or repairs, visit your dealer and take advantage of factory-trained technicians, quality manufacturer parts and competitive prices.