C.A.G. Acceptance Reviews (26)
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C.A.G. Acceptance Rating
Description: Consumer Finance & Loan Companies, Loans
Address: 1208 W. Broadway Road, Mesa, Arizona, United States, 85202-1110
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and now wont help with any thing but now they dont answer
I asked him if I can make a payment on the following week because the issue with my car I had to replace a battery and my house payment got in the way. My car was parked for 3 days. So now that I get paid every week, It's easier to make a payment by the following week.
I made a payment on the 10th with my bank account and tried to cancel it because I made the payment with a debit card instead.
He stated with an angry tone and lack of professionalism that because of that error or mistake, I can't make an extension for a couple of days.
I've bought 5 cars from Chapman and for the past 10 years I've never had an issue with CAG, as a matter of fact I used to recommend this company to my peers.
After this issue with that i[censored]t, and he hung up on me, that's a No NO for me... I'm not buying from Chapman anymore. The automotive industry is highly competitive and there are a lot of opportunities out there. I have 5 people that need to buy a car, and I'm definitely not recommending this place.
Look at your reviews ratings, that says a lot.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.They make no attepmt to apologize and just completely lied about the issueI missed ONE payment which would hardly qualify as "severely past due", I have made every single payment since then and if they were helpful, they would have informed you that I informed their rep [redacted] that I never received the paperwork as the link malfunctionedThis is what lead to [redacted] telling me to try some logic and look in spam email to see if the paperwork from the malfunctioning link was in there...cause you know, that's how email works right?? Not only do they not have any compassion for their customers but they have not clue as to what customer service really isThey treat their customers as if we're beneath them and talk to them as such and even after expressing this concern with the manager [redacted] , the disrespectful agent who I'm still forced to deal with has yet to offer any kind of an apology nor does management seem to careRegards, [redacted]
Ms [redacted], my name is [redacted] I am the Director of Finance for CAG Acceptace, I will be reaching out to you to resolve this matter. I am sorry you feel this way, I am confident we will be able to come to amicable solution. Thank you
Hello, CAG Acceptance works very hard to make sure we address all of our customers concerns. Unfortunately some of the policies and procedures that we have may be a bit inconvenient, however they are in place not only protect CAG Acceptance, but also our customer. After reviewing the...
account I can see that the issue has been resolved. Thank you
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will try and get tl the house within the next month and will reschedule an appointment.
We have reviewed the account and have found that CAG Acceptance did not violate any federal or state statutes concerning the liquidation of a repossessed vehicle. You are welcome to call the repossession company to inquire about any personal belongings that they may still have. You can call our office at [redacted] for their contact info.
Individual account representatives do not have the ability or authority to simply "turn off a car" as Mr. [redacted] puts it. A starter interruption is an automated process that happens only when the account is severely past due. CAG Acceptance always try's to contact the customer first...
before this happens in an attempt to come up with a possible resolution. We do not want customers to be left without the use of their vehicle. in Mr. [redacted]s case we offered and sent him the paperwork to complete a payment deferment because we were understanding of his situation. We have no control over when the customer completes the paperwork and sends it back. We cannot simply amend the terms of the original agreement without Mr. [redacted]s consent, which is why the completed signed paperwork Is required. as of 5/15/2015 the completed deferment paperwork was returned and processed. As of 6/9/2015 we are now pending additional paperwork from Mr. [redacted] to give him a due date change so his auto payments coincide with his employement pay dates. CAG Acceptance attemps to work with everyone of our customers when unforeseen issues arise, we hope we can get this issue cleared up with Mr. [redacted] very soon. Thank you
We value 100% of our customers and make an attempt to resolve every dispute presented to us. We try to educate every single one of our customers by reminding them that keeping their loan current is their responsibility and work with them in obtaining that goal. We are sorry this customer...
did not feel valued, we will continue to try to work with her going forward to get her account issues resolved. Thank you
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They make no attepmt to apologize and just completely lied about the issue. I missed ONE payment which would hardly qualify as "severely past due", I have made every single payment since then and if they were helpful, they would have informed you that I informed their rep [redacted] that I never received the paperwork as the link malfunctioned. This is what lead to [redacted] telling me to try some logic and look in spam email to see if the paperwork from the malfunctioning link was in there...cause you know, that's how email works right?? Not only do they not have any compassion for their customers but they have not clue as to what customer service really is. They treat their customers as if we're beneath them and talk to them as such and even after expressing this concern with the manager [redacted], the disrespectful agent who I'm still forced to deal with has yet to offer any kind of an apology nor does management seem to care. Regards,[redacted]
CAG Acceptance response to complaint [redacted] Mrs. Customer, We understand your frustration and we are working very hard address your concerns, CAG Acceptances makes it a priority to make sure our customers fully understand their loan and contract. We would be more than happy to...
review all the terms once more. You can reach us at 480 945 0271 or 1800 689 2444 Mondaythrough Friday, 8am – 5pm We look forward to hearing from you. Thank you Milo T[redacted] | Director CAG Acceptance, LLCChapman Automotive Group(480) 425-2514 direct(480) 425-2587 faxwww.cagloan.com
Hello, CAG Acceptance works very hard to make sure we address all of our customers concerns. Unfortunately sometimes we have polices and procedures that we have to follow that not only protect CAG Acceptance, but most importantly protect our customer. We understand that some of these...
polices may not always be convenient for everyone, but they are put in place for the best interest of our customer. After reviewing the account I can see that the issue at hand at been resolved and the customers account is now current. Thank you
CAG is not a company that works for their customers, for one. When you have a payment due, they call you left and right. When the customer has an issue, you are out of luck. Not only are they rude to you when you don't make a payment the minute it's due, some reps even huff and puff on the phone if they have to lift more the a finger to assist you.It makes no sense to me why I have to continually call and leave messages for simple requests, let alone important matters. CAG took two payments that were not authorized, and I called IMMEDIATELY when it happened. Even though I had a payment due the next day, I instructed them to return the second payment incorrectly made, for 1. I did not authorize. I only received 1 confirmation number and 1 email regarding the payment. Michael said it was my fault, regardless of the fact of the matter, 2.If a customer says do something that is doable, do it. It doesn't matter to me how long it would have taken to get it back to me, my instructions were to return the payment. INSTEAD, they let 5 business days past and ended keeping a payment. I refused to make the payment that was due because I did not want another double payment issue to occur. I am not made out of money so when more $$ than expected is taken from my account it affects everything. SICK and TIRED of this company and their sneaky ways. Business practices are unethical and there is no way I would EVER recommend this company to anyone. I will warn everyone I know and report all of their inappropriate practices to every government agency known to man
I bought my current vehicle through my local Chapman dealership, due to my credit issues and the like I was approved through CAG Acceptance (the dealership's group in-house finance). I knew full well the type of loan plus my credit score would make for high interest. My particular loan terms were to pay every 2 weeks as well, because of the type of loan customers are usually determined high risk, have a passtime/GPS starter interrupt device on the vehicle. The device beeps before you can start the car and if past your payment date will disable the vehicle from starting. You will sign off on a paper explaining the benefits to not only the loan company but to you (insurance sees it as a anti-theft device) as well the function should you miss payments.
In my particular situation I never had any severe issues with the device itself. My goal was to improve my credit after my divorce and repos on my credit report. I made sure to pay on time everytime. Do this and you should not have problems with the device. My passtime did come with a remote which allowed emergency vehicle starts should my payment be late/missed. I believe it was only allowed twice a year but discouraged for obvious reasons from what I was explained. They do charge for over the phone payments which last I checked was $10. I usually paid via check by mail (no charge) or web payment for a charge of $3. Slightly inconvenient but unfortuantely the norm nowadays with most companies.
The only negative comment I have is that I am now at the end of my loan terms and unbeknownst to me there is a charge for removing the passtime device in order for my loan to be considered "paid in full". I was advised by the CSR when I called to get my pay off balance at CAG that the amount is refundable but only when they have received the device. As stated I was unaware of this condition at the time of purchase. I, as I'm sure many others, budget and certainly did not allot to go from what I estimated as half of my normal payment to nearly a month's worth of a payment. I have to say I am disappointed. As I have found out the dealership will not remove the device as they source them out to an outside contractor which I now await a phone call from. I'm sure that will also be an extra charge.
Overall if you are diligent about your payments, do your research on the vehicle you purchase and understand that you will most likely pay for having bad credit (which I did) your experience should be neutral. The car I purchased has turned out not to be the greatest but that isn't their fault it's mine for. Just read and understand your contract and ask questions before signing!
Review: I submitted an online bill pay through my bank which I later cancelled because it would not have gotten to CAG by the time my payment was due. I gave CAG a handwritten check #[redacted] which they cashed on 4/16/15, this check paid the current payment due in full and on time. On 4/20 CAG contacted me telling me my check had been returned for insufficient funds, knowing this to be incorrect I verified with my bank that the check has been cashed with no issues. CAG gave me the check number which did not correspond with the numbering of my checks so I contacted my bank, the check number in question was the check for the online bill pay that had previously been cancelled. I questioned why CAG had a check on 4/6 that they had not posted to my account and waited approx. two weeks to present that check to the bank knowing they had a hand written check that paid the current payment due in full. I was told they are required by law to tender any payment they receive and since the check was returned for insufficient funds I need to pay the $25 NSF fee by my next payment date. I contacted my bank to let them know if the situation, they are looking into what happened, and they asked for verification from CAG that they were charging me this fee. I then received a letter from CAG stating I owed them the $90 and a $25 NSF fee and that I "shall be liable to the holder of the payment for twice the amount of the payment or $50 whichever is greater together with costs and attorney's fees" the letter also stated that it was illegal to deliver a check knowing it was drawn on insufficient funds or no account. First the account the check was drawn on is a fully active and valid account, Secondly the check was not returned for insufficient funds, it was returned because the check should have never gone out in the first place and my bank would not honor it. I feel this entire situation was some freak glitch in the online bill pay process and that CAG should be more understanding and not charge me a NSF fee when that truly is not a legitimate charge or what happened in this situation. This is my second loan through CAG spanning 4 or 5 years and NEVER not even once has there ever been an issue with my payments.Desired Settlement: I would like to have any and all fees associated with this situation removed from my account. And I would like a letter sent to my self and copied to CAG representative "[redacted]" stating this was just an unfortunate glitch and no further action will take place because of this.
Business
Response:
Ms [redacted], my name is [redacted] I am the Director of Finance for CAG Acceptace, I will be reaching out to you to resolve this matter. I am sorry you feel this way, I am confident we will be able to come to amicable solution. Thank you
Review: To whom it may concern: I am writing in concern to the way I believe my account thru C.A.G. is being handled. I purchased my car in April of 2013 from Chapman in Las Vegas, I have always kept up with my car note payments and had no prior issues. in April of 2015 I had an urgent issue. a few months prior my daughter had brain surgery and did not recover. she was left in vegetative state. she was being released from the hospital and I was struggling on adjusting to the way that I would take care of my daughter, which lead me to move back to California. In April of 2015 I moved to California Once getting my self back together I contacted C.A.G. and explained to them what was going on and when I would have a payment and try to work on a plan to get caught up from the months of April and May for I did not make a payment those two months due to my move. I had explained that I had returned to work and I would have a payment near the end of June. I asked the amount needed to get me back on track and I was told that I was almost $800.00 in past due charges and that I needed to pay at least $600.00 to bring my account to current. June 14th I made a payment in the amount of $585.00 due to the $10 service charge that I was not informed of till after I made the payment so they were not able to take the full amount. two weeks later I continued to make my regular payments of $162.00. since June 14, 2015 I have continued to make my payments every two weeks upon payday. It was easiest for me in the beginning once I got my check to jus get a money order and mail in my payment because I am not able to afford the extra $10 that is required to pay when you make it on the phone. they began to tell me that they were not receiving my payments that were being mailed in until three to four weeks later. When I asked them about other payment options such as online, western union, or money gram they told me those options were not available to me due to me being still 5 payments behind. I began to question why am I still five payments behind when I was told that if I did the $600.00 that it would bring me up to current. they never brought my account current Which also leaves me having to make payments over the phone with the $10 charge. Even that I am still every two weeks making payments as I am suppose to. They have this starter disabler on my vehicle and insist on shutting off my vehicle when ever they feel like it at times leaving me stranded with my children. even when I am currently making payments. also in October I made a payment of $250.00. now $585 covers at least three and a half payments and $250 is a payment and a half so my question is if I only missed four payments two in April two in May how am I five payments behind I made my back payments in June. and with me being current with my payments why do the continue to shut my car off? It is very frustrating to called every single day about a payment that you know that you are paying. right now I feel very uncomfortable with this company they are harassing me and being extremely unfair and I feel honestly they are trying to rip me off. Ive also tried contacting the corporate office or speak with someone in charge and they will either not return my call or just communicate with each other then have the same person that I have already talked to contact me back stating that they have spoken with the person that I've tried to contact. I am so sired of going through this. Also I asked them to send my receipts with every payment received and I have not received my last six receipts.Desired Settlement: First I would like for them to remove this starter disabler off my car. I would like for them to bring my account to current so that I can continue to make my payments and get this car paid off. Stop calling and harassing me about a payment I let them know when my current pay dates are and they need to adjust their files accordingly I have no problem with making my payments and they need to stop trying to force me to refinance because I also feel they are trying to go up on my payments or have me pay longer. I have a year and a half to go and I want to be done with this company.
Review: The issue or problem that I have is with the company call CAG acceptance. This is a bank that is a device in my car where is I don't pay my payment on time they can turn off the car within 3 day. I have had this car for a year and four months now and I have made 24 payment so far. I have on time all the time (except two time when I was out of town and couldn't get to the CAG building to pay for it). My payments are 176.75 due bi weeky. I have been paying 170.00 for 5 months. I go and pay my bill at the CAG building and when I do they give receipt stateing the balance and if there any money delinquent. For the 5 months the I have been making a 170.00 which is 8 payments in total. Every one of those receipt for the payments I made never said I have had any money delinquent. I don't drive my car day and I went to drive to work and it wouldn't start. ( which I just made a payment). I called to see why my car wouldnt start and they wasn't open so I have to put a code in to use the car. Once I got a hold of one of the agent ( [redacted]) at CAG they was so rude and disrespectful. (which I didn't understand becauseI have made all my made on time or even before the due date. I asked her why is it the car off. She said because I owed 28 dollars. I then said how I have never gotten any information stating that. Evry receipt that I have gotten said 0 dollars delinquent. She replied stating "well your payments are 176.75 and you have been paying 170.00". I then relied" well I have never gotten any information stating that she was really rude and I then asked her to connect me to her supervisor. She then said "it doesnt matter he is going to say the same thing". I then sid " well can u connect me". She then connected me to the director to operations ( [redacted]). I told him the situation and he was also so rude and disrespectful. I toldmhim that o have never gotten any information stating I owe 28 dollars and hen said " you havebto pay that if I wont to drive my car. He also said he has no idea onto why the receipt said I was 0 dollars delinquent but he was going to chance that. I then said I have alway been on time and sometime maden ke payment befor the due date and this is not fair and I didn't like how he was talking to me. He just disregarded that statement. He then convo ended by [redacted] saying the couldn't tale the payment because it was to late. The time was 4:12 and ey stop taking taking payments at 4:00.Desired Settlement: I strongly believe that this company is the worst company out there. This is coming from a customer that is always on time with payments. There very rude and not truthful and don't live up to what they say. Also there so hard to get ahold of. When my car went off I call around 10 times and left 3 messages on my account older voice mail ([redacted]) and she never cal me back for a couple of day. I had to keep calling them. The director ([redacted]) is very rude and disrespectful and docent come up with solutions to solving the issue at hand. Right now I have had the car for around a year and 5 months and I still owe 7778.00. Due to the stressed they cause by me not being able to go to work and trying to get ahold of someone to talk about my issue and they way they handle then situation and [redacted] they talked to me over the phone and never came up with a solution to solve the probelm. I never gotten any information stating I ever owe money and in reselt I missed three days of work and got written up because they. Made a mistake on the receipt not me. And also I was told I had to made 95 percent of each payment and 170.oo dollars of 176 is 95 percent. So I thinks it's only fair if they pay for have the the remaining balance o still owe them. Which is 3889.00. Tha car is an impala 2002 and I have been on time and they made me missed work get written up at work. Cause stressed over something they did wrong.
Business
Response:
Mr. [redacted] clearly states in his complaint that he is aware that his biweekly payment amount is $176.64 but that he has been paying $170.00. Mr. [redacted]'s loan with us was contingent upon the installation of a starter interrupt device, which he is aware of and signed agreement for and is attached, as is an abbreviated version of the original loan agreement for purchase of the vehicle. It is a courtesy, and not a requirement that our company will allow additional time if a customer pays 95% of their scheduled payment, and this is to allow for small issues that may arise for the customer. However, if a customer chooses to shorten every payment, this is going to catch up with them and drop them below that 95% threshold, and this is what has happened with Mr. [redacted].
I have listened to the phone recordings of the conversations Mr. [redacted] had with [redacted] and [redacted] in our office, and have determined that both CAG representatives were firm and fair. Our employees were not unreasonable. It is unfortunate that we were not able to tell Mr. [redacted] what he wanted to hear, but the reiteration of policies and procedures were accurate, and no one was rude. Mr. [redacted] was informed at the end of July what the situation was regarding his account, but he chose to wait until his account was six days past due to call us again on Friday 8/2/13, chose to call in after 3:00 pm on a day when our call volume is at its peak, knowing that our policy was to stop posting payments at 4 pm.
It is a fact that our receipts do not a state past due amount . They do not state an amount "paid forward", for that matter. Our receipts clearly states the amount of payments and the next due date. A copy of the receipt Mr. [redacted] would have received for his 4/10/13 payment as an example of what it says.
Mr. [redacted] is aware of what his payment amount is and what he should be paying. We are obviously not going to pay half of his remaining balance, and we expect him to continue to pay his payments as agreed. If he chooses to pay less than what his payment amount is, it is our decision whether or not to accept a shortened amount, but it is also his responsibility to make up the difference and ultimately pay the consequences of his decision to pay an amount that is not what is due.
Review: They took two payments out of my account, one for$651.60 and the other for 489.70. I called the business to make the payment of $651.60. A few hours later I checked my account online and noticed they had taken $489.70 that was not authorized, I called the business several times and talked to several different people and all I was told their was nothing they could do, so I called my card company and filed a complaint with them to stop payment and was told it would take 45 days to investigate. I am on disability and make $1400.00 a month and the money they took was for food and other bills. Any expediency to get this resolved would greatly be appreciated.Desired Settlement: Just to get my $489.70 back in my account or a check paid to me.
Business
Response:
We are very sorry for this misunderstanding. It appears that there was an oversight when reviewing your account and it was thought that the payment was made via ACH, which cannot be refunded. Since debit card was used, I was able to refund the $489.70. It may take the bank 3-5 business days to return the funds back. Again, I apologize for this misunderstanding and we hope that this resolves this matter. I have left a voice mail for the customer and will a direct email as well.
Review: I am a single father and full time college student who like a lot of people have fallen on hard times. I have recently acquired not one but two jobs in order to pay my bills, and my car note is one of those bills. I have been dealing with a [redacted] at this company who claims to have been helping me, but instead chose to remotely shut down my car which has prevented me from getting to work or school for my son or myself. As I stated earlier, I have only recently acquired these jobs and have yet to receive a full paycheck. I told [redacted] that I would be able to make the payment very soon (next week) but he refuses to work with me, I asked him to explain his logic: he wants me to pay, I WANT to pay, but if he shuts off my car, not only will I fail my classes as finals are next week, but I will also be unable to get to work which will result in my termination and then they really won't get their money. I plan to pay off the car in August when I get my financial aid installment that month. He says he sent paperwork via email to push the payment back, I told [redacted] I never received the paperwork as the link in the email was not functioning and his was response was "HERE SOME LOGIC CHECK YOUR SPAM MAIL AND SEE IF THE PAPERWORK IS THERE??" Our communication has been via email which I will be happy to provide, but what kind of sense does that make? How would it be in my spam mail if the link itself did not work. I sent two more emails to him and he has refused to respond. Not even to try and resend the paperwork. Now I am in danger of not only failing my classes but losing both of my jobs. I plan on make a small payment today as it's all the money I have left. All of this occured on 5/7/2015. I am not trying to duck out on my obligation in fact its the complete opposite. No one deserves to be talked to/treated like. I signed a five (5) year contract with them for the car and I will have it paid off in three (3), or at least I would have . You see, if I fail my finals, I fail my classes and then I won't qualify for financial aid in August. You would think a finance company would want you to pay off the car.Desired Settlement: Also, I would like them to try and work with me. Turn my car back on.
Business
Response:
Individual account representatives do not have the ability or authority to simply "turn off a car" as Mr. [redacted] puts it. A starter interruption is an automated process that happens only when the account is severely past due. CAG Acceptance always try's to contact the customer first before this happens in an attempt to come up with a possible resolution. We do not want customers to be left without the use of their vehicle. in Mr. [redacted]s case we offered and sent him the paperwork to complete a payment deferment because we were understanding of his situation. We have no control over when the customer completes the paperwork and sends it back. We cannot simply amend the terms of the original agreement without Mr. [redacted]s consent, which is why the completed signed paperwork Is required. as of 5/15/2015 the completed deferment paperwork was returned and processed. As of 6/9/2015 we are now pending additional paperwork from Mr. [redacted] to give him a due date change so his auto payments coincide with his employement pay dates. CAG Acceptance attemps to work with everyone of our customers when unforeseen issues arise, we hope we can get this issue cleared up with Mr. [redacted] very soon. Thank you
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They make no attepmt to apologize and just completely lied about the issue. I missed ONE payment which would hardly qualify as "severely past due", I have made every single payment since then and if they were helpful, they would have informed you that I informed their rep [redacted] that I never received the paperwork as the link malfunctioned. This is what lead to [redacted] telling me to try some logic and look in spam email to see if the paperwork from the malfunctioning link was in there...cause you know, that's how email works right?? Not only do they not have any compassion for their customers but they have not clue as to what customer service really is. They treat their customers as if we're beneath them and talk to them as such and even after expressing this concern with the manager [redacted], the disrespectful agent who I'm still forced to deal with has yet to offer any kind of an apology nor does management seem to care. Regards,[redacted]