First and foremost, Barnett is truly sorry the customer experienced poor customer service regarding this accountUpon a complete review of the facts, the customer did, in fact, total her carThe customer had GAP insurance which typically pays off the balance of what the insurance company will not payGAP processing is usually a customer responsibility but Barnett will assist the customer in the claim Unfortunately, at the time, Barnett was in a transitional period with our collection department manager, legal department manager and general manager The new managers were not 100% versed on standard Barnett procedure regarding GAP claims hence the poor customer service experience Normally, as standard procedure, our collection department would handle any situation involving GAP coverage until the account is zeroed outIf there is a deficiency balance, the account will get transferred to legalIn this case however, the account was transferred to our legal department prior to collection GAPThe legal department then pursued the GAP claim which paid off the accountSince these departments are separate branches, there can be different balances hence more confusion.In closing, once again, we are very sorry for the poor customer experience especially given such an exemplary customerNew management is acutely aware and has addressed this issue in detail We have subsequently tried to contact the customer on at least occasions to personally explain and apologize but have been unable to get her on the phoneThe problem is resolved and the account is paid in fullGoing forward, similar issues related to GAP will not happen againOne final note, if a customer has a poor experience with a collector, rather than wait months, I suggest they demand to speak with collection manager immediately If the collection manager cannot resolve the issue, then speak directly to the general manager or use our customer service tab on our website which all go directly to the president of the company I act on customer service problems within minutes of receiving the notification.Regards, [redacted] ***PresidentBarnett Finance Company Inc
To whom it may concern,In regards to the complaint filed by Mrs***, I have read it and reviewed her account to obtain a clearer picture of the situationI am aware that they have had mechanical problems with the vehicle as well as health issues with her and her familyI am certainly understanding of these life changing situations that customers can find themselves inWe at Barnett Finance pride ourselves on doing everything possible to accommodate customers in these situations but unfortunately our options are not limitlessWe are confined by certain rules, regulations and company policies that we must adhere to.Mrs [redacted] account is currently past due in the amount of her full balance due to the fact that her loan is past its maturity dateTheir most recent promise to pay was on July 3rd, however I do not see where a payment was madeIf Mrs [redacted] will call meI'll be more than happy to help her in any way possible.As to the portion of her complaint that Barnett employees are unprofessional, bullies and racist, Barnett will not tolerate this behavior from any of our employees and if Mrs [redacted] has any documentation, letter, voice mail or recording that will substantiate these issues, I need to review them and address it with the appropriate employeesMrs [redacted] can call me at any time and I'll address this with her[redacted] ***General Manager###-###-####
First and foremost, Barnett is truly sorry the customer experienced poor customer service regarding this accountUpon a complete review of the facts, the customer did, in fact, total her carThe customer had GAP insurance which typically pays off the balance of what the insurance company will not payGAP processing is usually a customer responsibility but Barnett will assist the customer in the claim Unfortunately, at the time, Barnett was in a transitional period with our collection department manager, legal department manager and general manager The new managers were not 100% versed on standard Barnett procedure regarding GAP claims hence the poor customer service experience Normally, as standard procedure, our collection department would handle any situation involving GAP coverage until the account is zeroed outIf there is a deficiency balance, the account will get transferred to legalIn this case however, the account was transferred to our legal department prior to collection GAPThe legal department then pursued the GAP claim which paid off the accountSince these departments are separate branches, there can be different balances hence more confusion.In closing, once again, we are very sorry for the poor customer experience especially given such an exemplary customerNew management is acutely aware and has addressed this issue in detail We have subsequently tried to contact the customer on at least occasions to personally explain and apologize but have been unable to get her on the phoneThe problem is resolved and the account is paid in fullGoing forward, similar issues related to GAP will not happen againOne final note, if a customer has a poor experience with a collector, rather than wait months, I suggest they demand to speak with collection manager immediately If the collection manager cannot resolve the issue, then speak directly to the general manager or use our customer service tab on our website which all go directly to the president of the company I act on customer service problems within minutes of receiving the notification.Regards, [redacted] ***PresidentBarnett Finance Company Inc
To whom it may concern,In regards to the complaint filed by Mrs***, I have read it and reviewed her account to obtain a clearer picture of the situationI am aware that they have had mechanical problems with the vehicle as well as health issues with her and her familyI am certainly understanding of these life changing situations that customers can find themselves inWe at Barnett Finance pride ourselves on doing everything possible to accommodate customers in these situations but unfortunately our options are not limitlessWe are confined by certain rules, regulations and company policies that we must adhere to.Mrs [redacted] account is currently past due in the amount of her full balance due to the fact that her loan is past its maturity dateTheir most recent promise to pay was on July 3rd, however I do not see where a payment was madeIf Mrs [redacted] will call meI'll be more than happy to help her in any way possible.As to the portion of her complaint that Barnett employees are unprofessional, bullies and racist, Barnett will not tolerate this behavior from any of our employees and if Mrs [redacted] has any documentation, letter, voice mail or recording that will substantiate these issues, I need to review them and address it with the appropriate employeesMrs [redacted] can call me at any time and I'll address this with her[redacted] ***General Manager###-###-####