Barnett Finance

Company's response:***, I first received notice of this complaint July 2nd, 2015. I immediately requested an explanation from my *** *** (see below) on July 2nd and received his response July 3rd, 2015. Upon review, it is apparent the unit was a voluntary repo meaning
the customer asked us to pick up the car. Based on the notes, we gave the customer every available opportunity to get the account caught up. Apparently, the car stopped running so they stopped paying and requested we come get the carMy *** *** was supposed to have responded to this on July 3rd but obviously failed to do so. I apologize for that. If you need anything else, please do not hesitate to call. Regards, *** *** Account *** *** * *** *** On 9/23/co-maker *** *** called to make a payment arrangement for the 9/15/14Payment. *** *** ask for a deferment as they were out of work due to being sick.*** explained the deferment process and fee. *** *** said at this time not sureWhen they can pay just went back to work. 9/24/ *** called into branch said he would be able to pay on 10/10/and 10/17/14 Did not need the deferment. 10/13/*** called and made the 9/15/payment 10/15/15 *** *** called into branch ask about the deferment Again the customer was Explained the process for the deferment*** told customer she would follow up With her on what they would like to do. 10/23/15 *** *** called said they would be able to make 10/15/payment on 11/07/14. Ask for payoff as they having problems with the unit. 10/28/14 Dealer called for payoff. 11/7/14 *** *** called and made payment and did not request a deferment. 11/26/14 *** called customer and they said they will be making the 11/15/payment on 12/7/14. Again they did not request a deferment after it had been offered to them twice. 12/01/14 *** *** called into branch to advise us that the co-maker *** *** Was very sick and out of work. She also stated they had another auto and might have To let it go back. The customer was offered a deferment again and told her we would Work with them. 12/16/14 *** *** called said they did not know when they could pay and we could come Get the unit as it does not run and won’t start*** told the customer let her get with The *** dept to see what we could do to stop the volley on repo. *** said she Will get with co-maker to see what they will do. Explained to *** would need to Get payment in branch and will con’t to work with them. *** said if we could not Wait till January prob give up unit. They were to call us back 12/20/15 *** called said he has just gone back to work and will try and get a payment in branch 12/22/14. 12/30/14 *** called in said they could not come up with any money and he had to pay For his medicine before car payment just come get unit..again volley repo 1/02/15 *** called in said the unit does not run and they have told us to pick up unit They did not won’t unit. 1/08/15 Told us again unit broke down in yard and can contact them for keys….volley repo 1/22/15 We assigned to *** *** *** to save money on the Repo Fee….as the *** will pick up if they confirm with customer that it is a volley… Customer was offered help but the fact is the unit broke down and they were not going to pay.They were advised about a Repo and they would owe balance after the sale. *** *** ***

First and foremost, Barnett is truly sorry the customer experienced poor customer service regarding this account. Upon a complete review of the facts, the customer did, in fact, total her car. The customer had GAP insurance which typically pays off the balance of what the insurance company...

will not pay. GAP 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 out. If there is a deficiency balance, the account will get transferred to legal. In this case however, the account was transferred to our legal department prior to collection GAP. The legal department then pursued the GAP claim which paid off the account. Since 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 customer. New management is acutely aware and has addressed this issue in detail.  We have subsequently tried to contact the customer on at least 6 occasions to personally explain and apologize but have been unable to get her on the phone. The problem is resolved and the account is paid in full. Going forward, similar issues related to GAP will not happen again. One 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. [redacted], I have read it and reviewed her account to obtain a clearer picture of the situation. I am aware that they have had mechanical problems with the vehicle as well as health issues with her and her family. I am certainly...

understanding of these life changing situations that customers can find themselves in. We at Barnett Finance pride ourselves on doing everything possible to accommodate customers in these situations but unfortunately our options are not limitless. We 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 date. Their most recent promise to pay was on July 3rd, however I do not see where a payment was made. If Mrs. [redacted] will call me. I'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 employees. Mrs. [redacted] can call me at any time and I'll address this with her.[redacted]General Manager###-###-####