ABQGrafix

I have reviewed the response offer 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 Alars , Has now stooped to out right lying , I have an excellent payment history which I have documentation of I called on 10/ 06/to make another monthly payment on my vehicle and did not have a new vehicle nor plan on buying a new vehicle at this time , (I actually did not buy a new vehicle until 10/08/, after this whole ordeal ) the only reason I returned the vehicle I had back to Alars was due to the fact the representative I spoke with threatened to shut my car off the same day ( October , ) and was unwilling to work with me to extend the $fee that I was unaware was even due at the time I have never stated that I would not pay the repair fee and even told [redacted] ( one of the reps with Alars that I spoke with on 10/06/) to just keep the payment I just made of the $to go to repairsI've never had such horrid customer service in my life and I do not believe they should be able to add random amounts on to payments and threaten shut off's with out having a written or verbal agreement made between them and the customer or at least some type of notice stating that payment would go up to such and such amount on such and such day before they expect the payment to be due Not waiting for the customer to call in to make a payment and then blind side them with an extra fee and no time to pay As I've stated before I was told it would be added to the end of my lease , Which honestly I believe shouldn't have been a problem since Iv paid about $in interest alone for the few months I've had the vehicle but if they changed their mind and wanted payment sooner, they could have at least given me a fair notice Regards, [redacted]

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

when customers donot make payments according to  their contract,,,,we have no choice but to repo.....customer was 2 payments down another one due the day we sent after vech...sorry but repo customers never take any blame for their actions...always the dealers fault.....every...

action  that was taken was legal and buy company sop...thanks

I have reviewed the response offer 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.
Alars , Has now stooped to out right lying , I have an excellent payment history which I have documentation of . I called on 10/ 06/2017 to make another monthly payment on my vehicle and did not have a new vehicle nor plan on buying a new vehicle at this time , (I actually did not buy a new vehicle until 10/08/2017 , after this whole ordeal ) the only reason I returned the vehicle I had back to Alars was due to the fact the representative I spoke with threatened to shut my car off the same day ( October 06 , 2017 ) and was unwilling to work with me to extend the $100 fee that I was unaware was even due at the time . I have never stated that I would not pay the repair fee and even told [redacted] ( one of the reps with Alars that I spoke with on 10/06/2017 ) to just keep the payment I just made of the $260 to go to repairs. I've never had such horrid customer service in my life and I do not believe they should be able to add random amounts on to payments and threaten shut off's with out having a written or verbal agreement made between them and the customer or at least some type of notice stating that payment would go up to such and such amount on such and such day before they expect the payment to be due . Not waiting for the customer to call in to make a payment and then blind side them with an extra fee and no time to pay . As I've stated before I was told it would be added to the end of my lease , Which honestly I believe shouldn't have been a problem since Iv paid about $700 in interest alone for the few months I've had the vehicle but if they changed their mind and wanted payment sooner, they could have at least given me a fair notice .         
Regards,
[redacted]

In response to this customer complaint.   First of all, we do not normally finance repairs for our customers, but for this incident, in good faith that the customer would pay for the repairs, we allowed her to take the vehicle without first paying the repair bill. [redacted] had spoken to the...

customer regarding the repayment of repairs.     There seemed to be a misunderstanding as to when she would pay for the repairs when she called our office.  She said that she was told by [redacted] that the repairs could be paid at the end of her contract.  This was not true, as that would be three years away and it is not our policy and this is not what [redacted] said to her.  We made special arrangement for [redacted] to perform the service so the customer wouldn’t have to come all the way to our repair shop – the vehicle was repaired there for the customers convenience.  [redacted] did perform the repairs and their charge was $276.25.   We provided the axle and our cost for this was $64.99 plus sales tax of $3.45     Both totaled   $344.69 and there was no dishonesty from [redacted] or from Alars.      No one in our office was hateful to this customer.  There were three employees present during the phone conversations.   The customer said that she will not pay for the repairs and only wanted to make her car payment.   As she disputed the fact that the repairs had to be paid, we did not cancel her payment, we simply did not process it to avoid further dispute.   The customer informed us on the phone that she already had another vehicle and would be returning this one.  She was reminded that she signed a retail contract at which time she laughed and said there was nothing we could do to her if she returned the vehicle.   She did not lease a vehicle with us, she signed a retail contract and the vehicle was financed.   She voluntarily turned this vehicle in so we are now in possession of it. Which labels it a Voluntary Repossession.    We do not report to the credit bureau.   We are a finance company that does not check credit so therefore we use payment reminder devices.  She was not threated that her vehicle would not start.  We only use our devices when a customer is in default of their contract and will not respond back to us over multiple attempts to contact them.    We were honest with this customer and believed in good faith that she would pay for her repairs.   We do not plan to pursue her for the repair bill that she owes and will take that as a company loss.