Auto Trakk

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The account was listed in my bankruptcy in 2010 and was a Direct Pay.  The account was only included in 2012 because it was a conversion from Chapter 13 to 7.  By November 2012, I already had fully purchased the vehicle and sold it to [redacted].  The account has been listed Negative on my credit report.  I have attached proof of sale from [redacted] as well as the way it was listed on my bankruptcy paperwork.  Thank you for your time and attention.
Regards,
[redacted]

Dear Ms. [redacted]: Auto Trakk, LLC provides a warranty on all vehicle it leases, which covers the engine and powertrain. It does not however, cover electrical issues. In reviewing the account notes of Ms. [redacted] it appears the vehicle was taken to [redacted] and it was a fuse issue and taken...

care of.If this is not case, please have Ms. [redacted] contact our office to assist her. Thank you. Randy

Dear Ms. [redacted]
 
Ms. [redacted] entered into a vehicle lease contract for a 2009 [redacted] on August 17, 2012. Per the lease contract Ms. [redacted] was to make 197 weekly lease payments of $110.04 each. At the completion of the 197 Ms. [redacted] has the option to purchase the vehicle...

or turn the vehicle in. Per the lease contract, if Ms. [redacted] wishes to purchase the vehicle the amount required to do so is explained on page 1 of the lease (Box 5, Paragraph 2) as well as Section 12, Purchase Option at Lease Termination (See attachment) 
Auto Trakk is willing to answer any further questions Ms. [redacted] may have.
 
Thank you.
 
Randy B[redacted]
Auto Trakk, LLC

April 7,
2014
 
[redacted]
Revdex.com of
Metro Washington DC & Eastern Pennsylvania
[redacted]
[redacted]
*
Re:  Complaint number [redacted]
 
Dear [redacted]
 
I have received the complaint, #[redacted], filed with the Revdex.com by [redacted]
Lee on March 26, 2014.
 
AutoTrakk is an automobile financing company that provides an excellent,
highly structured lease program for people that have had credit
difficulties.  We give “credit-
challenged” customers a way to drive high quality, late model cars with the
security of a full powertrain warranty.
 
First of
all, [redacted] selected the vehicle and negotiated the price and financing terms
with the dealership, AutoTrakk simply provided the financing in good faith. I
can assure you that there was no “fraud” on the part of AutoTrakk in this
transaction.
 
It is
possible that an approval was given to the dealership for a lease with payments
up to $430 per month. However, it would have never included the statement “any
vehicle of my choice” as only certain vehicles qualify for the AutoTrakk
program.
 
Please find
the attached copy of [redacted] lease agreement and bill of sale. Please notice
the lease agreement is initialed by [redacted] on all six pages and signed on the
last page. The first page of the contract clearly outlines all of the costs
associated with this transaction.
 
The first
box at the top of the page shows the total due at signing of $2000.00. [redacted]
claims he paid $1,000 however, all documents we received from the dealership
reflect the amount as $2,000. I was able to pull [redacted]’s welcome call and he
verbally confirmed the amount paid as $2000 as well. [redacted] is confusing this amount
with a down payment which would be common in a conventional vehicle purchase
agreement. This is a lease and as such, has upfront fees. A breakdown of the upfront
fees can be seen in the second box titled “Itemization of Amount Due at Lease
Signing or Delivery”. The upfront fees paid by [redacted] were $2000.00. The
disbursement of said funds was as follows: $37.31 went to tax, $15.00 for title
fees, $32.00 for registration fees, two weekly payments of $107.64 each, and
$75.00 to document fees. The remaining $1,625.41 was used to reduce the lease
balance on the vehicle. The first box on the page also indicates [redacted]’s
weekly payment of $107.64, as well as the total of the payments totaling
$29,771.12
 
Also on the
first page of the lease agreement find Box “C”. This box breaks down all the dollar
amounts as they relate to [redacted]’s transaction. The agreed upon price of the
vehicle of $18,126.41 plus the $999.00 lease acquisition fee equals the
$19,125.41 gross capitalized cost, the capitalized cost reduction of $1,625.41
bringing the lease amount down to $17,500.00. The residual amount of $4,158.00
plus the $250.00 lease purchase option fee is the amount [redacted] could purchase
the vehicle for after all contractual lease payments have been made should he
desire to keep the vehicle. The rent charge of $13,061.00 is the total amount
of rent that will be paid over the life of the lease.
 
[redacted]
seems to feel that he could not trade the vehicle in. In fact, he can trade the
vehicle in any time he would like as long as he and the dealer can make the
numbers work. In this regard, the lease is similar to conventional financing.
 
There is no
violation of the Truth In Lending Act by AutoTrakk. All costs are clearly
explained on the first page of the contract. There is no Annual Percentage Rate
(APR) as this is a lease. There is a rent charge, which again, is shown on the
first page of the lease agreement. The total rent charge of $13,061.00 would be
paid over the life of the lease.
 
As for Mr.
Lee’s claim that we are gouging customers based solely on income is simply not
true. Like all lenders, the customer’s ability to repay the lease is obviously
a consideration however; there are many other variables that are taken into
consideration when our underwriters make a buying decision. We have no tiered pricing;
our customers all pay the same lease factor regardless of income.
 
As stated
previously, [redacted] was presented with a lease agreement showing the proper
pricing of the vehicle which he signed, and is responsible for the completion
of the agreed upon terms.
 
I’d be more
than happy to discuss this situation with you at any time.  I may be reached at [redacted]
 
Very Truly
Yours,
  
Rod C[redacted]
Ombudsman

April 2,
2014
 
[redacted]
Revdex.com of
Metro Washington DC & Eastern Pennsylvania
1411 K St.
NW, 10th Floor
Washington,
DC 20005-3404
 
Re:  Complaint number [redacted]
 
Dear [redacted],
 
I have received **. [redacted]’s response for complaint #[redacted].
 
The Activation Call or “Welcome Call” is completed on all new leases. It
is a required componant and must be completed before the new lease transaction
can be completed.
 
I can certainly understand how securing another insurance policy could
pose a hardship for **. [redacted]. We have assisted **. [redacted] by allowing him
to keep his [redacted] policy for 30 days and would be willing to extend that by 60
more days to ease the financial burden.
 
I’d be more
than happy to discuss this situation with you at any time.  I may be reached at ###-###-####.
 
Very Truly
Yours,
  
[redacted]
Ombudsman

March 10, 2016Dear [redacted]:
Auto Trakk, LLC is in receipt of the above complaint on behalf of [redacted].
[redacted] entered into a 60 month term lease with an option to purchase a 2012 [redacted] on October 6 2014. Per the lease terms, [redacted] is to...

make 261 weekly lease payments of $109.38 each. Currently, [redacted] has made 73 weekly lease payments of the 261, Upon completion of the lease payments and per the terms of the lease contract a residual of $4,104.00 and a purchase option of $250.00 exits on the account.Currently, given the 73 weekly lease payments [redacted] has made the payoff of the vehicle is $14,906.02, which is good until 3/24/16. This payoff includes all remaining lease payments, residual, purchase option and any open items on the account.
With respect to the safety concerns [redacted] expressed in her complaint, Auto Trakk, LLC performed an AutoCheck on the vehicle and no structural or safety concerns were reported.
If you would like to discuss this matter further, I would be more than happy to address any concerns.
If you need any additional information, please do not hesitate to contact our office.
Sincerely,
Randy B.Legal Department

March 17,
2013
 
[redacted]
Revdex.com of
Metro Washington DC & Eastern Pennsylvania
1411 K St.
NW, 10th Floor
Washington,
DC 20005-3404
 
Re:  Complaint number [redacted]
 
Dear [redacted],
 
I have received the complaint, #[redacted], filed with the Revdex.com by [redacted] on March 13, 2014.
 
AutoTrakk is an automobile financing company that provides an excellent,
highly structured lease program for people that have had credit
difficulties.  We give “credit-
challenged” customers a way to drive high quality, late model cars with the
security of a full powertrain warranty.
 
I would
like to take this opportunity to apologize for the trouble **. [redacted] is
having resolving his insurance concerns. I understand how confusing insurance
requirements can be, especially as they pertain to leased vehicles.
 
Please find
the attached copy of **. [redacted]’s AutoTrakk Lease Agreement. As you can see on
page 3, paragraph 8 of the agreement, the lease contract clearly spells out the
insurance requirements of the lease. I would draw your attention to the line
that states “All coverages must provide us with no less than 30 days’ written
notice of cancellation or reduction in coverage for any reason.” [redacted] does not
meet our lease requirements for that very reason. They will not report
insurance policy changes to us in a timely fashion.
 
Every new
AutoTrakk customer goes through the process of a welcome call. This welcome
call clearly spells out by name, the handful of insurance companies that do not
meet the lease requirements. [redacted] is one of them. The wording from the welcome
call script is as follows: “There are 5 insurance companies that Autotrakk will
not accept. They are [redacted] Insurance, [redacted]
Insurance, and [redacted] as they do not meet the lease requirements.”
 
To
alleviate some of the hardship **. [redacted] is experiencing, we have given him
30 days to secure insurance that meets his lease requirements. In an attempt to
assist **. [redacted] with the high cost of insurance premiums, his comprehensive
and collision insurance is covered under AutoTrakk’s master policy.
 
I’d be more
than happy to discuss this situation with you at any time.  I may be reached at ###-###-####.
 
Very Truly
Yours,
 
[redacted]
Ombudsman

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
 
I am rejecting this response because:
When any business price gouges a commodity that is high demand and low volume of availability they are held accountable but it seems that Auto Trakk has been able to slip by in gouging consumers with non perfect credit by charging then exorbitantly high prices to purchase a vehicle. I would like some one from Auto Trakk to explain how it is right, even borderline if not out right unethical to charge some one $21,000 for an automobile that was agreed to be worth only $12,000 at the time of purchase? After almost 4 years of perfect payment history I am told that I was lied to concerning the residual value and that I have to pay the residual value of this automobile that has a [redacted] value of $2325.
Regards,
[redacted]

May 8, 2014
 
[redacted]
Revdex.com of
Metro Washington DC & Eastern Pennsylvania
1411 K St.
NW, 10th Floor
Washington,
DC 20005-3404
 
Re:  Complaint number [redacted]
 
Dear **. [redacted],
 
I have received the complaint, #[redacted], filed with the Revdex.com by [redacted] on April 28, 2014.
 
AutoTrakk is an automobile financing company that provides an excellent,
highly structured lease program for people that have had credit
difficulties.  We give “credit-
challenged” customers a way to drive high quality, late model cars with the
security of a full powertrain warranty.
 
I was very
sorry to hear that **. [redacted] was having proble** with her bank account. I
certainly understand how upsetting and frustrating these situations can be.
 
At the time
of this complaint, **. [redacted] made 7 lease payments (two of which were
late) and was 3 additional contractual lease payments delinquent. AutoTrakk
takes early payment defaults very seriously. It has been our experience that
customers that are unable to keep their payments current in the first two
months of a lease, will not be successful in our program. We made a business
decision to sever our relationship with **. [redacted].
 
I was in communication
with the company that was handling the repossession of this vehicle. The company
assured me that the agent was not posing as a police officer nor did they
threaten to arrest **. [redacted] or her mother.
 
I would
like to take this opportunity to apologize to **. [redacted] for the poor
service she feels she received when she spoke with one of my colleagues. We
work very hard at delivering a superior customer experience. It appears in this
instance we did not achieve that goal. I appreciate **. [redacted] bringing
this matter to our attention.
 
I’d be more
than happy to discuss this situation with you at any time.  I may be reached at ###-###-####.
 
Very Truly
Yours,
  
[redacted]
Ombudsman

Dear [redacted]:
Auto Trakk, LLC will look into this ASAP. 
Sincerely,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: this welcome call that clearly states what insurance companies was never given to me it never happened...and also 30 days is not enough time for me financially to find another insurance company and pay another premium.
Regards,
[redacted]

June 26,
2014
 
[redacted]
Revdex.com of
Metro Washington DC & Eastern Pennsylvania
1411 K St.
NW, 10th Floor
Washington,
DC 20005-3404
 
Re:  Complaint number [redacted]
 
Dear **. [redacted],
 
I have received the complaint, #[redacted], filed with the Revdex.com by [redacted] on June 24, 2014.
 
AutoTrakk is an automobile financing company that provides an excellent,
highly structured lease program for people that have had credit
difficulties.  We give “credit-
challenged” customers a way to drive high quality, late model cars with the
security of a full powertrain warranty.
 
 I was sorry to hear that **. [redacted] had such a
bad experience with the leasing process and his vehicle is not running. We work
very hard to ensure that the leasing process is a smooth and problem free
endeavor.
 
**. [redacted]
claims that his first payment was due the day he purchased the vehicle. While
the AutoTrakk lease program is a weekly payment system, the first payment date
is established by the dealership. Typically dealerships will deliver the
vehicle so the customer will have 2 weeks before their first payment is due. It
sounds like the dealership did not set **. [redacted]’s first payment date in the
above described fashion.
 
[redacted] would deliver the initial paperwork to the customer after it all had
been completed at the point of purchase. The dealership then submits copies of
the signed paperwork to AutoTrakk for the verification process.
The device
that is installed in the customer’s car is a payment reminder system. AutoTrakk
does not have the ability to disable the vehicle at will. The device is simply
looking for a code each week to keep the vehicle running.
 
Unfortunately,
it appears there were several issues that were discovered during the
underwriting process that caused the lease agreement to be returned to the
dealership. These issues were serious enough that they caused **. [redacted] to no
longer qualify for the AutoTrakk program with the supplied information.
 
When **.
[redacted] contacted AutoTrakk, we were unable to accept a payment as his lease was
not complete and he was not in our payment system. He was referred back to the
dealership to resolve the financing issues. My suggestion would be the same,
contact the dealership so they can assist **. [redacted] in resolving the issue.
 
I’d be more
than happy to discuss this situation with you at any time.  I may be reached at ###-###-#### or
via email at [redacted].
 
Very Truly
Yours,
  
[redacted]
Ombudsman

Dear Sir or Madam:[redacted] advised Auto Trakk on 11/27/15 that the vehicle she currently leases would not start. Auto Trakk provided [redacted] with a service facility for the vehicle on 11/30/15. On 1/24/16 Auto Trakk was made aware the vehicle was experiencing problems starting and we have made...

provisions for her vehicle to be towed and repaired. Auto Trakk was unable to provide a facility any earlier due to weather related issues.Should we find that there is a defective device in the vehicle. Auto Trakk will replace the unit at no cost to the customer.Thank you.Randy B[redacted]

April 22,
2014
 
[redacted]
Revdex.com of
Metro Washington DC & Eastern Pennsylvania
1411 K St.
NW, 10th Floor
Washington,
DC 20005-3404
 
Re:  Complaint number [redacted]
 
Dear **. Dondero,
 
I have received the complaint, #[redacted], filed with the Revdex.com by [redacted] on April 21, 2014.
 
AutoTrakk is an automobile financing company that provides an excellent,
highly structured lease program for people that have had credit
difficulties.  We give “credit-
challenged” customers a way to drive high quality, late model cars with the
security of a full powertrain warranty.
 
First of
all, **. [redacted] selected the vehicle and negotiated the price and financing
terms with the dealership, AutoTrakk simply provided the financing in good
faith. AutoTrakk was not a party when **. [redacted] signed her lease agreement
and as such, I am unable to comment on what was or was not said by the dealer.
 
Please find
the attached copy of **. [redacted]’s lease agreement. Please notice the lease
agreement is initialed by **. [redacted] on all six pages and signed on the
last page. The first page of the contract clearly outlines all of the costs
associated with this transaction.
 
The box at
the top of the page clearly states the amount due at lease signing, the weekly
payment amount, the lease term of 4.5 years, the number of weekly payments, and
the total of the payments which is $25,770.64.
 
Also on the
first page of the lease agreement, please find Box “C”. This box breaks down
all the dollar amounts as they relate to **. [redacted]’s transaction. The
agreed upon price of the vehicle of $15,300.00 plus the $999.00 lease
acquisition fee equals the $16,299.00 gross capitalized cost. Subtracting the
capitalized cost reduction of $503.05 brings the lease amount down to $15,795.95.
The residual amount of $3,168.00 plus the $250.00 lease purchase option fee is
the amount **. [redacted] could purchase the vehicle for after all contractual
lease payments have been made should she desire to keep the vehicle. The rent
charge of $10,292.35 is the total amount of rent that will be paid over the
life of the lease.
 
**.
[redacted] has two end of lease options. Once all contractual lease payments
have been paid, she could turn the vehicle back into the dealer or pay the
residual amount plus the $250.00 lease purchase option fee to own the vehicle.
**. [redacted] may also trade the vehicle at any time throughout the life of
the lease as long as she and the dealer can make the numbers work. The amount a
dealer would show her on a trade-in towards a different vehicle would be
negotiated between **. [redacted] and the prospective dealership.
 
**.
[redacted] may also pay the vehicle off at any time. Her current payoff is
$12,101.97 and will expire on May 5, 2014. Her payoff quote includes all
remaining lease payments, the residual amount, and the lease purchase option
fee. She may qualify for more conventional financing through her bank or credit
union should she desire to refinance the balance.
 
One of the
benefits of the AutoTrakk Lease Program is that we report to all three credit
bureaus monthly. On-time payments to AutoTrakk as well as other financial
discipline can go a long way to rebuilding one’s credit.
 
Turning the
vehicle in is not an option. It would be considered a repossession and as such,
would negate all of the hard work **. [redacted] has placed into rebuilding her
credit.
 
**.
[redacted] again states “If the sales person would have followed regulation and
disclosed all of these hidden fees this would not be an issue”. In spite of the
fact that all fees are properly disclosed on the lease document, that complaint
would best be directed toward the selling dealership.
 
I would
like to thank **. [redacted] for making us aware that she did not receive the
level of service she feels she deserved. I would also like to apologize for the
service she received. We work very hard to ensure that we deliver a superior
customer experience. Through comments like hers, we know we have more hard work
ahead of us.
 
I’d be more
than happy to discuss this situation with you at any time.  I may be reached at ###-###-####.
 
Very Truly
Yours,
  
[redacted]
Ombudsman

[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. 
Regards,
[redacted]

My complaint...

#[redacted] was "resolved" however, the (AutoTrakk) account that was arranged and agreed to be removed from my wife and I's credit reports are still showing as active/derogatory.  AutoTrakk Agreed to removed the accounts and debt from our reports as well as provide me with a written statement, stating the previous.  Neither has happened since 12/04/2015, the date of agreement.

July 10, 2015
[redacted]
Revdex.com of Metro Washington DC & Eastern Pennsylvania
1411 K St. NW, 10th Floor
Washington, DC 20005-3404
Re: Complaint number [redacted]
Dear Ms. [redacted],
I have received the complaint, #[redacted], filed with the Revdex.com by [redacted] S. [redacted] on July 7,...

2015.
AutoTrakk is an automobile financing company that provides an excellent, highly structured lease program for people that have had credit difficulties. We give “credit- challenged” customers a way to drive high quality, late model cars with the security of a full powertrain warranty.
Please find the attached lease agreement and device install agreement that were signed by Ms. [redacted] at the inception of her lease.As AutoTrakk was not a party to the conversations between Ms. [redacted] and the dealership, I am unable to comment on what was said in those conversations. Ms. [redacted] selected the vehicle and negotiated the price with the dealership. AutoTrakk simply leased the vehicle to Ms. [redacted] in good faith.
Ms. [redacted] claims that the dealership provided her with a payment amount of $284.00. As you can clearly see on Ms. [redacted]’s lease agreement, her agreed upon weekly lease payment is $88.70.
Ms. [redacted] claims that she had no knowledge of a payment reminder system being installed in her vehicle. Please see the attached Device Install Agreement. You can see Ms. [redacted] initialed the document nine times and signed the document indicating that she read and understood its contents.
Ms. [redacted] claims that she would like to be let out of the lease by paying $225.00. As you can see in item 6 on page 3 of Ms. [redacted]’s lease agreement, the early termination fee would be $250.00 plus the adjusted lease balance. Ms. [redacted] currently has 208 remaining weekly lease payments that would need to be satisfied.
Weekly payments are due every Friday at AutoTrakk. Payments not received by the following Tuesday at noon will be assessed a 5% late fee where state law allows.
Ms. [redacted] did experience and issue while making a payment via our website where the amount that was presented and paid was not the correct balance. Ms. [redacted] contacted an Account Specialist who quickly corrected the issue, gave Ms. [redacted] a code and credited her account the difference between the two amounts totaling $24.56.
Ms. [redacted] has requested to be “let out of this agreement fully with no penalties”. The remaining lease payments would need to be paid in full to complete the lease agreement. Ms. [redacted] currently has 208 weekly payments remaining.
One of the benefits of the AutoTrakk lease program is the ability to trade the vehicle in anytime the customer and the dealer can make the numbers work.
I am unable to find an instance on Ms. [redacted]’s account where the payment reminder system has caused mechanical issues with her vehicle. If there was an issue with her vehicle and it was determined by a licensed mechanic that the payment reminder system was causing mechanical issues, AutoTrakk’s policy is to replace the payment reminder system at our expense.
I’d be more than happy to discuss this situation with you at any time. I may be reached at ###-###-#### or via email at [redacted].
Very Truly Yours,
Rod C[redacted]
Ombudsman

Dear [redacted] Auto Trakk, LLC is in receipt of this complaint on behalf of [redacted] entered into a motor vehicle lease on March 2, 2013 wherein he was to make 207 weekly lease payment of $85.94. At the completion of the 207 weekly lease payments, [redacted] has the option, per the...

lease contract to turn the vehicle in or purchase the vehicle for the residual value of $3,152.25 plus $250.00 purchase option fee.[redacted] initialed and signed said lease contract.Unfortunately, Auto Trakk, LLC is not in a position to provide title to the vehicle to [redacted] by waiving the residual amount of $3,152.25.If you need any further information, please let me know. Thank you. Randy B[redacted]Auto Trakk, LLC

Dear Ms. [redacted]:
 
Auto Trakk, LLC provides a warranty on all vehicle it leases, which covers the engine and powertrain. It does not however, cover electrical issues. In reviewing the account notes of Ms. [redacted] it appears the vehicle was taken to [redacted] and it was a fuse...

issue and taken care of.If this is not case, please have Ms. [redacted] contact our office to assist her.
 
Thank you.
 
Randy

I got a 2010 Corolla basic car no power windows no power door locks no nothing. We have tried to trade it in twice now today we tried to trade it in and I got told that the balance on the car was $10,000 and some change the lease itself is $6,000 and some change autotrakk wants full payoff now I don't understand how we've had the car almost 5 years how can I still owe $10,000 but the lease payoff is $6,000 and some change autotrakk is not worth my time no I will say I have done some extensions a couple of times even the gentleman at the dealership today did not understand how we can even owe $10,000 and some change autotrakk is not worth anybody's time I would not recommend this company to nobody they say it's a lease and they said you can buy the car out no they are nothing but a big headache you have to put a code in every time emerges the code that they give you so they're not guaranteed to work if you have to use them in an emergency I pay my car payment every time I would not recommend this company in the nobody and as far as I'm concerned blankety blank blank blank I'm so frustrated with him I can't see straight